ComplaintsforCrain RV Of Benton, LLC

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Bought a camper in 2021 they had to work on it before I could use it camped in it twice called to take it back in October made an appointment to come in December 18 been calling sense February getting a run around about why they haven't got it in yet going to be Friday or Monday called at 2:30 march 30 said it will be Friday or next week it's sad that you pay so much for these campers and don't get any better service than what I'm getting the more you call the longer they put you off I have been number two for the last six weeks and I believe that they have took more than two campers in. My wife and i have called management to talk to him and he is always in a meeting and will call us back but we never hear from him and frankly we are fed up with there lies so maybe the BBB can get their attention I would like to use our camper this summer but the way it is going we won't so I'm paying for a new camper we can't use so i feel if they are not going to fix mine give me another one at same value. So any kind of help would be great thanks.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/14) */ Customer dropped unit off on 12/27/21, on 1/19/22 ******* ******** spoke with customer. Customer did not understand why an appointment was made and unit did not go directly into shop. She explained that it was a drop off appt. And unit would go into line to dispatch to next available tech. The tech that was going to look at the unit spent 4 weeks working on a single floor job so the dispatch bin moved very little. On 3/11/22 ******* explained that to the customer and the customer was upset that their camper still had not been looked at. Customer then reached out to jayco which contacted me on 3/14/22 i let them know the situation and told them we would get the customer unit in as soon as possible. On 4/4/22 unit came into shop to diag the 13 jobs line on work order. Warranty auth was received and sent to parts to order. On 4/8/22 ***** spoke with customer and let them know that there are parts that have to be ordered. On 4/11/22 parts were ordered and unit would come directly back into the shop when all parts arrive. Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called in Oct to bring my camper in for issues. They told me I would need an appt, which was made in December. I assumed this was my appt to look at my problems. I bought this camper approx Feb 2021 and it had to be worked on before I could bring it home, then I took it a second time. This is the third time it has been there in less than a year and should have been there more. In Dec I was told they would get to their assessment asap. I called several weeks later and was told it wasn't checked yet. I have called many many times. The Jan conversation was one of many initiated by me. The conversations are always initiated by me. They have yet to call me with any update or repair issue, information, etc. In Jan I didn't understand why it had been a month and no one had even checked anything when I made an appt for Dec. When I spoke in Jan I was told the tech had one week left for the floor job and they would look at mine. I was not told the appt was moved to March, which should not be acceptable considering it was in the shop since Dec. I called Jayco to complain about Jayco and their quality and lack of response and not the dealership. Jayco told me I could take the camper somewhere else for repair. I told them that would not be covered under warranty and would have to pay for that out of pocket. The closest would have been over three hours away from me. I was never informed of the 4/4 check or decision or the fact that they ordered parts. On 4/8 ***** did not inform me of that in their response. He talked about his mom and not being able to get her camper in either. He said he didn't know why it had been so long, but he would check on it and get back with me. No one ever called me back with this or any other message left requesting information. ***** is a salesman and not management or in the shop to have info. It has been three weeks since they "ordered parts" and I still no nothing about what is wrong or how long my repair will take. The only response I have ever gotten is from a lady at Jayco who told me there was nothing wrong with the heat/air. I told her that was not correct because we have used the camper twice and it has worked neither time. I would estimate the camper has been in the shop about six months of the 15 months I have owned it. I want someone to just do the right thing and fix my new camper that I have spent a lot of money on and me be able to use it. I don't want to pick up a camper that still has problems and I have to accept a broken camper for a new price or leave it in the shop endless where I can't use it. I will not accept it not completely fixed as my warranty will expire and then I am left with problems that I have to pay for.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  0X-XX-XX I dropped off my 2018 Jayco Eagle camper for warranty and non-warranty repairs at Crain RV in Benton, Arkansas. Six weeks later when I picked up the camper a Crain RV employee brought the RV from storage to be hooked up to my truck. After hooking it up I realized the light plug could not be inserted to truck because it had apparently been mashed. I showed it to the employee and he said he saw that on the day after the camper was dropped off for repair and he noticed the plug caught under the trailer jack. He took pictures and reported to office need for repair. He told me he would repair the plug on the spot even if he had to take one off another new unit, because it should have been repaired. When he had finished was drove away headed home on a 3 hour drive. When I got home unhooked the trailer I notice the plug had not been replaced but there was evidence it had started to be spliced but taped over. Next trip with camper was XX-XX-XX the trail brake did not work.

  Business response

  09/27/2021

  Business Response /* (1000, 14, 2021/09/27) */ Mr. ********* originally brought his camper to Crain RV on 3/26/21 with a list of warranty concerns. We fixed what we could. While we waited on warranty authorization and parts, customer picked up the unit on 4/27/21. On 5/25/21, customer was contracted that parts have arrived to complete repairs. On 6/1/21 customer brought unit back into service with additional concerns to add to the original list, all which had to be submitted to warranty for authorization and parts to be ordered. One of the concerns was a rip in the slide roof where the customer found some sort of bracket and stated we left the bracket on his slide out causing the damage to the roof. After thoroughly going over the work order, and speaking to the techs working on the unit, the service manager felt there was no way this happened while the unit was in our possession. At this point we contacted the customer on 7/19/21 and let him know he would need to file a claim with his insurance. 7/28/21 we received approval to repair slide roof through insurance. Parts were ordered, all parts have arrived 8/6/21. all warranty and insurance work has been completed and customer is in possession of camper.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩