Claim Detail

processor • Mar 12, 2026, 2:07 PM

@Michelle A Confirming you are simply asking to repair the gate valve and not replace it.

processor • Mar 12, 2026, 2:11 PM

@Michelle A Confirming you are simply asking to repair the gate valve and not replace it.

processor • Mar 12, 2026, 2:11 PM

PA 935099 has been submitted for approval.

processor • Mar 16, 2026, 11:34 AM

@Michelle A This was approved for 1.5 hour (requested 3.5 hour) Please hold parts for 30 days after claim is paid @Matt F If you want me to go back for more time, please provide a further breakdown of time.

dealer_or_external • Mar 16, 2026, 9:35 PM

@Alix M i wonder if we are missing the boat on how we are submitting these... is there a way to submit multiple labor operations for each job?

processor • Mar 17, 2026, 7:49 AM

@Matt F R&I underbelly is only 1 hour flat rate. Repaid/replace valve is only 0.5 hour. I don't think separating the two would have gotten us anymore time. I selected Repair/Replace - below floor (enclosed) termination valve and the flat rate is 1.5 hours.

dealer_or_external • Mar 18, 2026, 11:37 AM

@Matt F ARE WE ACCEPTING THE TIME THEY ARE GIVING THEN? i'M NOT SURE BY THESE COMMENTS ON WHICH WAY WE ARE GOING.

processor • Mar 18, 2026, 12:11 PM

If we want more time, I just need a further break down of the 3 hours as they will only approve the flat rate from what we have. Thank you!

dealer_or_external • Mar 18, 2026, 12:40 PM

@Alix M @Matt F Matt is working with the tech to get a further break down of that for you. we will update once we have it laid out for you.

dealer_or_external • Mar 30, 2026, 3:49 PM

@Alix M work completed 03/20/2026. Final RO and part invoice uploaded.

processor • Mar 30, 2026, 4:01 PM

@Michelle A @Matt F Did you need me to go back for more time? I never received the breakdown. Want to confirm before we submit for payment as the work is done.

processor • Mar 31, 2026, 11:33 AM

Following up on this as it is ready to submit.

dealer_or_external • Apr 2, 2026, 12:37 PM

@Matt F how would you like to proceed on this?

processor • Apr 7, 2026, 8:49 AM

@Matt F @Michelle A Any update? Do you want me to just submit for payment for the 1.5 hours? If you need more time I need a breakdown.

dealer_or_external • Apr 9, 2026, 11:24 AM

@Alix M I added some additional pictures. It was one of my most efficient techs that had 3.02 actual flagged hours on the job. If I charged retail for this job, it would have been billed at time and materials. The WI statutes say we should be reimbursed at the same rate as we would charge a retail customer.

processor • Apr 9, 2026, 11:37 AM

I have sent an email to Cassi at Grand Design.

processor • Apr 10, 2026, 9:53 AM

@Matt F @Chris B From Grand Design: Alix I approved this for 2.0 hours – The law states what is customary for normal and reasonable charges not necessarily what the tech took to complete the repairs. We base on the industry flat rate for these repairs. To assist the dealership, I approved an additional .5 over our flat rate but not able to approve double the time it would normally take to complete the repairs.   Thank you  

dealer_or_external • Apr 10, 2026, 12:08 PM

Thank you for increasing the approval to 2.0 hours. I still do not believe that fully covers the repair as performed. Grand Design’s published flat rate for Termination (Gate) Valves - Replace/Repair - Below Floor (enclosed) is 1.5 hours. However, this repair also required underbelly reseal, which Grand Design separately recognizes under flat rate code 110018 for 0.2 hours. In addition, Wis. Stat. § 218.164 requires reasonable compensation for diagnostic work as well as warranty labor, and requires that time allowances be reasonable for the work performed. This repair involved diagnosis of the failed valve, access through the enclosed underbelly, replacement of the valve, resealing the underbelly, and post-repair testing, which required filling the tank and draining it afterward to verify proper operation and confirm there were no leaks. For those reasons, I do not believe 2.0 hours fully reflects either the published operations involved or the full work required to complete the repair properly. Please reconsider the labor time accordingly.

dealer_or_external • Apr 10, 2026, 12:14 PM

Thank you for increasing the approval to 2.0 hours. I still do not believe that fully covers the repair as performed. Grand Design’s published flat rate for Termination (Gate) Valves - Replace/Repair - Below Floor (enclosed) is 1.5 hours. However, that alone does not reflect the full scope of the repair on this unit. This repair also required underbelly reseal, which Grand Design separately recognizes under flat rate code 110018 for 0.2 hours, and it also required diagnosis and post-repair testing. If this same unit were brought to a Grand Design service facility with a fully written work order and parked in your service lot, it would take more than 1.5 hours to bring the unit into the bay, verify the concern and diagnose the cause, lower the underbelly, replace the valve, fill the tank and check for leaks, drain the tank, reinstall and reseal the underbelly, clean up, retain/tag the removed parts for 30 days, and move the unit back out of the bay. That is the full repair operation. Wis. Stat. § 218.164 requires reasonable compensation for diagnostic work as well as warranty labor, and requires time allowances to be reasonable for the work performed. For that reason, I do not believe 2.0 hours reasonably compensates the full scope of this repair. Please reconsider the labor time accordingly.

dealer_or_external • Apr 10, 2026, 12:17 PM

Thank you for increasing the approval to 2.0 hours. I still do not believe that fully covers the repair as performed. Grand Design’s published flat rate for Termination (Gate) Valves - Replace/Repair - Below Floor (enclosed) is 1.5 hours. However, that alone does not reflect the full scope of the repair on this unit. This repair also required underbelly reseal, which Grand Design separately recognizes under flat rate code 110018 for 0.2 hours, and it also required diagnosis and post-repair testing. If this same unit were brought to a Grand Design service facility with a fully written work order and parked in your service lot, it would take more than 1.5 hours to bring the unit into the bay, fill the tank to verify the concern and diagnose the cause, drain the tank, lower the underbelly, replace the valve, fill the tank and check for leaks, drain the tank, reinstall and reseal the underbelly, clean up, retain/tag the removed parts for 30 days, and move the unit back out of the bay. That is the full repair operation. Wis. Stat. § 218.164 requires reasonable compensation for diagnostic work as well as warranty labor, and requires time allowances to be reasonable for the work performed. For that reason, I do not believe 2.0 hours reasonably compensates the full scope of this repair. Please reconsider the labor time accordingly.

processor • Apr 10, 2026, 12:44 PM

I have sent this information to Cassi and Michael.

processor • Apr 13, 2026, 8:43 AM

@Matt F From Cassi - we are paying over flat rate for this repair already so the repair time will remain at 2.0

processor • Apr 13, 2026, 8:44 AM

@Chris B Should I send a letter or just add to the non-compliance folder?

processor • Apr 13, 2026, 3:16 PM

Neither - let me talk to Matt.

processor • Apr 16, 2026, 11:36 AM

@Chris B wanted to follow up on this. Thanks!!

processor • Apr 23, 2026, 11:56 AM

Not much we can do on this one. Submit it.

processor • Apr 23, 2026, 12:54 PM

Claim 982835 has been submitted for payment.

processor • Apr 27, 2026, 1:58 PM

@Michelle A Please provide photos of the full valve off the unit in the open position and of the vendor marking on the main valve under the cable housing.

dealer_or_external • Apr 27, 2026, 2:21 PM

@Alix M THIS UNIT WAS ALREADY REPAIRED AND SENT WITH CMR. WHY DID THEY NOT REQUEST THESE PHOTOS WHEN WE REQUESTED LABOR? THE UNIT HAS SINCE BEEN REPAIRED AFTER APPROVAL OF THE TIME.

processor • Apr 27, 2026, 2:40 PM

@Michelle A This states the valve was replaced. The dealership should be holding the parts for 30 days after claim pays. They are asking for a photo of it OFF the unit in the open position and of the vendor marking on the main valve under the cable housing. Can you provide any of that since you should still have the part? Thanks.

dealer_or_external • Apr 27, 2026, 3:08 PM

@Alix M thank you for that clarification, I will get the photos and add them.

dealer_or_external • Apr 29, 2026, 2:43 PM

@Alix M i WAS SPEAKING WITH MATT AND PER THE FLAT RATE CODE ON THE GD SITE (REF#: 310007, i HAVE ALSO INCLUDED A PHOTO IN THE FOLDER) THEY DO NOT NEED VENDOR MARKING, ONLY PHOTO OF THE ITEM WHICH WE HAVE PROVIDED.

dealer_or_external • Apr 29, 2026, 2:44 PM

@Alix M FLAT RATE CODE PHOTO FOR YOU.

processor • Apr 29, 2026, 3:01 PM

I have reached out to Danielle at Grand Design asking to process payment as the photo she is requesting is not required. I will let you know how she responds.

processor • Apr 29, 2026, 3:55 PM

@Michelle A @Matt F From GD: These required photos are outlines on the pre-auth when the line is created. These photos are not required to be supplied at pre-auth stage as it is the stage of the process requesting approval to do the work. These photos are required at claimed stage. Please provide on the claim I have added the email to the folder as well. Thanks.

dealer_or_external • May 4, 2026, 10:09 AM

@Alix M can you just attach the photos again? We took a picture of the valve as required on the flat rate code. Now they are looking for additional info after the unit has left.

processor • May 4, 2026, 11:12 AM

@Matt F I understand your concern, however, this was a part that should have been removed and replaced according to what is listed on the work order and the part that was claimed. The photos they are asking for are of the part removed from the unit and the unit does not need to be present for that.

processor • May 4, 2026, 11:14 AM

Maybe for the vendor markings photo the unit may need to be there. However, if you could at least get me the photo of the part removed, that would give us a leg to stand on since the tech stated they replaced it.

dealer_or_external • May 4, 2026, 1:28 PM

@Alix M We didnt save the part. A used gate valve is pretty nasty to leave sitting on a shelf...

processor • May 4, 2026, 1:37 PM

Okay, I will see what I can do.

processor • May 4, 2026, 1:43 PM

I just sent Danielle an email. When I pull up the claim and click on the labor line, I do not see the information she is shoeing in the "Flat Rate VCB info". I am adding the snippet of my screen to this folder as well.

processor • May 4, 2026, 1:58 PM

@Matt F @Chris B *I am not sure where to go from here.. From Danielle: Is this snip-it you provided from the claim? If so, the VCB Info box populate the information when created. The one I provide you with previously is from the pre-auth stage when the line is created. If the part was not kept for the additional photos to provided, the line and all associated charged will not be covered by Grand Design RV as we work with our Dealers and Partners with that information to assist with quality control and review.  

dealer_or_external • May 4, 2026, 2:04 PM

@Alix M The screen snip we provided was for the requirements of flat rate code 310007. Per grand designs own flat rate code requirements, model and serial is NOT required, a part return is NOT required, however, a photo IS required.

processor • May 7, 2026, 10:12 AM

This paid on 5/6/26 on check 651295 for $310.15