Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been communicating for months with a company called RV Doctor located at ************************************************************************. *********** for my refund. I have all the texts going back from 6/24 I wish I would have check out their reviews, because on both ************* I am not the only one who has been scammed & getting the run around with sweet talk. My ant that is due is $175.22 however its more like having a local business ripping off many ************ issue is that a part was ordered, never knew when & if it were to come in. After waiting I said I no longer need the part. It was agreed upon that I would get refunded which never happened. Im hoping by interviewing the customers that was not refunded you may be able to help us, or at least shed some light on this issue Thank You in advance **** ******. ******************* **********

  Business Response

  Date: 04/07/2025

  This response was taken verbally by BBB:

  We understand the customers frustration but as we have informed him, we placed the order for him with the manufacturer but they are not agreeing to refund as this is a specialty order part. We have no control over their rules. The customer would need to file directly against the manufacturer Keystone RV Manufacturer out of ******* IN. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23082787
  
  I am rejecting this response because:
  
  Sincerely,
  Please see some of the text that have been sent to me since June 2024 No one ever said that I would not receive the funds due to a part.?As you can see we have been told numerous x that they r getting the check ready. I have asked to speak with owner & has been denied. If u look at reviews this company has taken $ from other customers someone need st stand up for us. Hope BB can help ** JValvik ps I have tons more text since I am getting a run around
  **** ******

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our camper roof replaced there a few years ago. We were not impressed with their service as it took them over a year and a half to finish the work. The new roof was supposed to have a 10 year warranty. Sept.2023 the camper roof started leaking again. We did not want to go back to RV Doctor to have it checked because of the slow work and poot communication they had with us but we thought it would be under warranty. We took it back and they stated that it had to be re-caulked every year for the warranty to be in affect. We had not received any paperwork stating this! Since we had already driven all the way there we decided to give them another chance. They said they were going to repair the leak. Well this time they had the camper for 9 months with poor communication again. My husband brought it home July 2024 only to find two things. One, our mattress and mattress topper were missing and after a rain storm the roof was still leaking! We called and e-mailed them and they said they didn't know what happened to our mattress and to bring the camper back for a "water check". We felt they should have done a "water check" to make sure it was fixed prior to us picking it up! We don't want to take our camper there ever again so my husband decided to fix it himself. They e-mailed about the mattress stating that the technicians threw it away because it was water damaged! The leak problem was no where near our bedroom or mattress so we do not understand how it could have gotten water damaged. My husband and I sent them an e-mail with pictures and our complaint and asked them to have the manager call us as soon as possible and they have not responded. The repairs were about ****** and a new mattress and topper will probably be about 4 to-******. We have not bought them yet. Plus materials my husband had to buy to do the job. I am not computer savvy so I'm having a problem uploading the e-mails, pictures and receipts. If there is any way for to me to forward the e-mails?

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22299033
  
  Here is a copy of the estimate RV doctor gave us. I think the actual bill was slightly more but close. I am trying to find the actual receipt for what we paid.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/07/2024

  We have received the complaint & would like to respond. , customer had  a new roof put on in  Year of 2020 ,  
  It is all over the internet, in the paperwork that was provided & was explained to them , THE ** ROOF HAS TO BE MAINTANCED YEARLY , by having a ** repair place either sign off on it or having it Maintenance yearly . 
  

  The customer dropped off in November of 2023 , they never had the Roof resealed ( maintained ) since it was installed in 2020. It is like any other vehicle , it has to inspected & sealed YEARLY . 
  Before they brought it to us , that was about 2 1/2 year of no maintenance  & with the Florida Sun , it is very important to have these sealed , maintained yearly . Due to the Roof leaking , the Mattress did have water damage to it & it was unsafe due to the Mold to leave it in the unit , the customer did inquire about it via Text message, we responded & see response provided that they did receive through a Text message. 
  

  I'm figuring it out Anyone find our bed mattress & topper
  2:12 pm
  

  Jul 29
  It was water damaged so the it had to be thrown out ,  just saw the notes from the Techs, thx you
  ******* Rv Doctor
  9:52 am
  

  There was No leaking in the trailer except the Back roof vent as shown in above pic- I Do believe we have a problem!!! You guys let this sit in your yard for months while leaking thru all those rain storms!
  10:03 am
  

  Unfortunately the mattress had to be removed for safety
  As this Being Said , this is not a Failure of RV Doctor , this is a Failure of having the unit maintenance  properly . 
  RV Doctor is short Staff like the Rest of the world right now so it did take some time for the Rv techs to get to it , but we did secure it while it was waiting for repair against any future leaks while waiting .

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my ** off in June 2023 to have 6 tires replaced and the generator connection repaired. At that time the generator was working if I connected to a separate battery but it wouldnt start from the coach battery. I have several text from (*******) the owner stating it would be done by the end of the month. This went on for over 1 year with it never even been started to get worked on. Finally in late June of 2024 ( 1yr later) they told me they finished the tire exchange for 6 tires and charged $160 per tire for 1 hr labor per tire plus the $190 per tire for cost. I am for sure it doesnt take an hour per tire to change one out. Fraudulent billing in the first place. They also told me several times in July that the generator and the tires are all finished and ready for pick up. I set a pickup date in August after confirming with them that these are indeed completed and ready and the bill is around $3100. They confirmed yes.A week before heating to pick it up I asked them to show video proof before I flew there that the generator was actually working well with the connector. I heard nothing until the day i was flying there then all of a sudden they said the generator wasnt actually repaired at all and now the bill will be over $7000 to get it all ready. I said i have all of the text and rmail threads stating this had already been completed and now youre telling me this work had infact not really been done. They said it must have just broke again while sitting for a few more weeks. They now also are going to charge $150 per day they tell me for storage if I dont pay them for a job they lied about completing over and over ******** this point I would like yo pick up the ** as it was with no additional fees at all since they didnt start the work for over a year and they let the condition of the ** deteriorate while in their possession. Extremely disappointed

  Business Response

  Date: 09/11/2024

  This response was provided verbally to BBB:

  We did work for this consumer replacing his tires, which he authorized.  He has not paid for this work. We informed him that if he does not pay for it, we will remove the tires and he will need to pick up his **.  Should this happen, he will need to pay us storage fees equaling six months (this is us being lenient, as the ** has been here much longer.

  Regarding the generator, per the manufacturer (which is Onan) there are no parts to fix this due to the age of the generator. This part is from the late 80's, early 90's time period and is the original generator. The parts required are obsolete. We informed him about this, however he is trying to hold us accountable for the failure of a very old part. We have no responsibility.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept '22 hired RV Doctor to replace parts on several items. They charged my CC $5,000 for parts to start the job. Total cost of all parts was $3,382.55. 1st complaint is they overcharged me for parts.RV Doctor did complete installment of 3 slide out toppers and fan for the fridge. With labor and parts, total for work done = $3,072.58. Via email, ******* said the stairs and water heater relay kit were installed, but they were not. - 2nd complaint - Inaccurate info/false reporting; charging me for work not done.To date, 11 months later, I have not received the parts for the stairs, slide out seals, slide out rollers, compartment door locks, and water relay kit. Knowing their response will be that they cannot control the manufacturers and are waiting on them, I have asked multiple times for the contact information for the manufacturers and the order # so I can contact them directly. - 3rd complaint - To date, RV Doctor has refused to give me this information and does not provide an explanation as to why they will not.RV Doctor says the stairs parts ($780.29) delivered were the wrong parts. They did not order new parts. So, there is no argument that this $ is due to me. They are not waiting on the manufacturer. - 4th complaint - Since March '23, ******* and *** at RV Doctor have ignored my requests to be reimbursed for these parts. ******* told me she would provide docs of when, who, & what she contacted ********* on the parts. - 5th complaint - I've been waiting over 5 months for this information. I have received NO response from my last two emails to *** (May 2nd and July 14th). - 6th complaint - Lack of response and information.

  Business Response

  Date: 09/07/2023

  ***************************** called into RV Doctor , Today , 09/7/23  , she spoke with a manager inquiring about the items that she claimed on this. She was explained today , that when we have answers , we will call her . We have her number . We explained to her that she dont need to be calling the many times as she has turned us into the BBB . ***************************** HAS A OUTSTANDING INVOICE , just trying to understand how they can turn us in when they didn't finish paying for their invoice . When ******* picked up her coach , her exact words were " the coach is outside the gate & there is nothing that you can do about it , i am taking it ""RV Doctor can not & will not be held responsible  for lack of Response , when we dont get any response from manufacturing which is delaying the whole process. We dont make the parts , we dont ship them , we relay on the manufactures to do their part & ship the parts not only manufacture them .  We have paid for these items as well , until we have the parts ,or the refund , there will be no refund until we receive the one of the two items.  The parts were ordered under RV Doctor Account ,which we will not provide as it is all confidentially  . We dont remotely ask for anyone account numbers to anything . We explained to *****************************, once we have the information that she is requesting we will call her ,. 

  
  

  Thank you so much 

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20477089
  
  I am rejecting this response because:

  1) "***************************** HAS A OUTSTANDING INVOICE" ---- I do not owe an outstanding balance on the invoice. My credit card was charged $5,000 on Sept. 01, 2022. Total parts were quoted at $3,382.55. There has been no communication from RV Doctor of changes in any parts prices. The items on my list of repairs that were actually completed by RV Doctor are the slide toppers ($1,120 in labor) and refrigerator fan ($832 in labor). In an email dated Sept. 21, 2022, ******* told me the stairs and water heater relay kit were installed. This is not true. Upon picking up the *** it was obvious the stairs were not done, even their technician said that and tied up some loose hanging wires at the stairs. As I was returning to *****, I attempted to use the electric water heater and it did not work. Once in *****, I contracted with another ** company whose technician noted there was a bad relay behind water heater. I have not received these parts that RV Doctor says they received from the manufacturer. Therefore, I believe I am owed a refund for them. Adding the labor costs for the toppers and refrigerator fan ($1,952.00) to the parts amount, the total is $5,334.55. Then subtracting the price of the stairs parts ($780.29) and water heater relay kit ($22.49) from this total amount comes to $4531.77. So, excluding the outstanding parts and labor yet to be completed, I have a positive balance of $468.23 remaining on my original $5,000 payment. AT THE VERY LEAST I AM OWED $468.23 IN A REFUND.
  

  2) When ******* picked up her coach , her exact words were the coach is outside the gate & there is nothing that you can do about it, i am taking it --- Its interesting that *** or ******* claims to have my exact words. Id like to hear the recording. First off, I do not refer to my ** as a coach, 2nd off I didnt/dont view it as there is a gate for it to be outside of. --- When I picked up my *** *** and Shellies daughter, ******, attempted to make me pay $2,221.92 which is the total for all the work noted in the original estimate. I pointed out that the invoice was not accurate because they were charging me $512.00 for labor for installing the stairs parts that were not installed and I wasnt going to pay for other labor that hadnt been done yet either. ****** told me that the companys policy is that the invoice needs to be paid in full before taking my **. I told her something along the lines of Well, I have the keys, whats going to stop me from driving away? Whatever I may have said, even then I didnt drive away without her permission. ****** went out back into the business, said she called *******, explained the situation, and ******* told her to let me take my ** and ******* would follow up with me the first of the next week to figure out an accurate balance. --- This follow up conversation was held via phone at MY initiation on January 18, 2023. During the conversation, ******* agreed that I did not have an outstanding balance. Once I told her explicitly that I wanted to cancel the order of the remaining parts, she talked about having to get ********* to cancel the order and authorize a refund, which she said usually takes 2 days. (Its been almost 8 months??)
  

  3) The parts were ordered under RV Doctor Account ,which we will not provide as it is all confidentially  . --- This is the first time *** or ******* have explained their reason for not giving me the information on the parts and manufacturer point of contact. If this is true, why didnt ******* just tell me that the first time I asked last fall?! --- If this statement is actually true, there must be a law in the statute books outlining what is confidential and what is not. Please cite the ************* or Federal law that states an ** dealerships parts orders are confidential.
  

  4) We have paid for these items as well, until we have the parts, or the refund, there will be no refund until we receive the one of the two items.  --- From the beginning and in EVERY conversation via email or verbally around the outstanding parts, ******* has referred to the manufacturer as Fleetwood. On August 8, 2023, I sent an email to Rev ** (current owner of *********) requesting information on my **s parts. Below is an exact copy of the email exchange between me and *************************, Rev ** **************** Representative II. The order of the emails is inverted for ease in reading and comprehension. Please note Mr. ******* statements pertaining to the parts list provided (copied from the estimate ******* provided), my **s VIN, that Rev ** does not take payment until parts are shipped, and Rev ** is referred to as Fleetwood as they bought them out. --- Who is the company ******* is talking to about the parts??? If not Fleetwood, which parts were ordered through which company?
  
  From: ********************************* <*********************************>
  Sent: Tuesday, August 8, 2023 9:27 AM
  To: ** Support <************************>
  Subject: [EXTERNAL] Status On Parts Ordered
  
  Hello,
  
  I am looking to make a connection within Fleetwood to check on the status of parts ordered through RV Doctor of ************************************************************** on my 20** Holiday Rambler Vacationer 36SBT, VIN 1F66F5D1Y0A02905.
  As reported by ******* at RV Doctor, she had placed the order back in September 2022 for the following parts. The information listed is copied directly from an invoice ******* sent me on September 02, 2022.
  
  Slide Out Seal; EK Seal Base With 1-3/4 Inch Wiper; 1/2 Inch Thickness Part # **-1086  $238.92 x2 = $477.84
  
  Water Heater Relay; Replacement For ****** Water Heaters GHC6A-10E/ GC Part # **-0101  $22.49 x1 = $22.49
  
  New Compartment door lock assy Part # 2**170-01  $160.35  x2 = $320.70
  
  New drivers slide out roller Part # ********  $**5.73  x5 = $678.65
  
  There were other parts on the initial order that were delivered and installed back in September 2022 before Hurricane *** hit the *************** area.
  
  I would REALLY LIKE to SPEAK with someone via the phone instead of corresponding via email. My goal is to find out what ********* has on file in relation to my ** and parts listed. Are the parts still being manufactured? If so, do you have a delivery date? If the parts are no longer available or currently being manufactured, has there been communication back to RV Doctor to this point? Is ********* willing to cancel the order and refund me the costs of the parts?
  
  I have attempted to get these questions answered through ******* and *** at RV Doctor. From the end of November 2022 into May of 2023, they have continually told me that ********* is not responding to their inquiries and there is nothing they can do. As of May 2023, they have stopped communicating with me. So, I am at my **** end and attempting to get answers through your company.
  
  Please have someone call me at your earliest convenience.
  
  Respectfully,
  
  ******
  
  ******************************
  ************
  
  From: ** Support <************************>
  Sent: Tuesday, August 8, 2023 12:33 PM
  To: *********************************
  Subject: RE: [EXTERNAL] Status On Parts Ordered
  
  Hello! Unfortunately, we do not have access to parts orders.  This has been forwarded to ********* for response, you should be hearing from them separately. The phone number for ********* is ************.
  
  
  From: ********************** <**********************> On Behalf Of Case Reply - **
  Sent: Wednesday, August 9, 2023 8:46 AM
  To:*********************************
  Subject: RE: FW: [EXTERNAL] Status On Parts Ordered [ ref:_00D1UFDFt._5003t1j3CKG:ref ]
  
  Hello ******,
  Thanks for reaching out, but we can not check on the status of the order without a order number, from the parts you listed only 1 of the parts has our part number on it. All of our part numbers are 8 digits long. I ran your VIN in the system and I have nothing coming up. We also don't take payment for parts unless they ship. We are here Monday thru Friday 8 to 5 we wouldn't stop contact with a customer if they reached out we are always on the phones between those times. Feel free to call us if you have more questions at ************ and follow the prompts for the parts department. I believe if you press 1 than 3 than 1 you will get someone for Monaco/Holiday Rambler.
  
  30 day pricing guarantee.
  
  *************************
  **************** Representative II
  REV ** Parts
  Phone: **************
  Web: **********.com
  
  
  From:[*********************************]
  Sent: 8/9/2023 10:31 AM
  To: *************************
  Subject: RE: FW: [EXTERNAL] Status On Parts Ordered [ ref:_00D1UFDFt._5003t1j3CKG:ref ]
  
  Thank you for the prompt response.I guess I need to do more research on which manufacturer / parts company they say they ordered through. They have always said *********. Theyve never referenced Rev **. Is there other parts distributors Fleetwood works with that you know of?
  
  
  From: ********************** <**********************> On Behalf Of Case Reply - **
  Sent: Wednesday, August 9, 2023 10:37 AM
  To:*********************************
  Subject: RE: FW: [EXTERNAL] Status On Parts Ordered [ ref:_00D1UFDFt._5003t1j3CKG:ref ]
  
  We bought Fleetwood, our company is now Rev, we are frequently still referred to as Fleetwood, we own Fleetwood, American Coach, Monaco, Holiday Rambler
  30 day pricing guarantee.

  
  *************************
  **************** Representative II
  REV ** Parts
  Phone: **************
  Web: **********.com
  
  

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov. 2022 through Aug 2023.RV Doctor is an RV repair business in **************, *******. It has held my RV for repairs since Nov 10, 2022. My RV was damaged by hurricane *** and is insured. As of Aug. 2023 RV Doctor has completed very few repairs. RV doctor gave me a repair invoice for about $30K. I paid them $15K to start repairs. Very little has been done. RV doctor has gone through financial troubles including a forced eviction, a Chapter 11 bankruptcy in March 2023 and a dismissed (failed) in July 2023. RV Doctor is now physically located at **************************************, **. The property has a metal structure with one bay and an acre or two of land they are clearing. Aug 5, 2023 An employee (daughter) refused to tell me the real location of my 41 Destination RV. There are numerous BBB complaints. i can say testify about my long history of trying to get my RV repaired, insurance and numerous lies and avoidance by RV Doctor.

  Business Response

  Date: 08/28/2023

  Hi there ,
  We are sorry you feel this way , your unit is a 2019 Forest River & come to find out, that they had supply , vendor problems so that is why we cant get the parts that is required for your unit . The owner unfortunally was diagnosed with Kidney failure out of the blue , so with the consultation of our Commercial attorney , he advised that it was the best way to go , The whole situation was dissolved & disposed . Repairs associated with your unit, you have been notified by the manufacture Forest river that we cant get the parts which is the Delay on that , which is not RV Doctor Fault at all , if they dont make it , we cant get it . Since then we are seeking other sources to get your paneling the best we can to match because we know how important it is to make sure it comes as unform as possible . With limited supply we have to make other routes. Unfortunally not all the complaints are correct & some are , we dont doubt that . RV Doctor is commented to taking care of their customers the best they can with what they have to work with as nothing is prefect . We take pride in customer service & are doing our best to make it better, no one nor business is perfect.
  Thank you ,
  RV Doctor & staff
  
  
  

  
  

  EMAIL FROM MANFAUCTURING BACKING THIS UP ::

  *************************	Tue, Aug 15, 9:43 AM (13 days ago)
  tome

  It was the vendor that discontinued those parts as they had supply issues getting the materials needed. This is the reason we have no substitutes or replacements.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 20459411
  
  I am rejecting this response because: On Nov. 10 2022 RV Doctor ***** hauled my RV (a 2019, 41 destination trailer $60k value) off my lot and took it to their shop for repairs. To this day (Sept 11, 2024) they still have it. Almost 2 years later! My RV was damaged during hurricane **** Repair estimates were $28,000. Its insured. I gave them $15,000 down to complete the work. I was told that repairs would take about 3-4 months and they had all parts in stock except interior wall paneling. I heard very little for months and months. I became worried. I discovered that the business was in a Chapter 11 Bankruptcy and forcibly evicted from their large warehouse. They moved to another large warehouse but had to move again to their current one-bay location. Aug. 2023, I inspected my RV, it was in bad shape but they claimed they would get it fixed. In October 2023, I was told that it was finished. I said I would bring a certified inspector, they agreed. RV Doctor then damaged the floor and said they would cover repairs. I saw it again, it was in bad shape and unfinished. They have never communicated with my insurance company as requested to fix further damage to the roof or kitchen slider. I am hearing nothing for months even though I inquired. In Feb. 2024 I hired a lawyer to demand settlement. They just gave my lawyer, via their lawyer, the same old tired excuse that they are waiting on parts, while my RV sits unsealed unprotected and in poor repair. Sept. 4, 2024 I had an appointment to see it because its finished. What a nightmare. It was raining. My RV is in horrible shape and they tried to tell me that water is supposed to run under the seal flaps, the slider is supposed to squeal loudly then hit the ceiling fan, the floor isnt really rotten. They could never reach my insurance company to fix the floor of the kitchen sliderand on and on. They wanted full payment. I refused because they have destroyed my RV. It is not livable or even salable. They threatened to sue me.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/11/2024

  This response was provided verbally to BBB:

  We have performed the work to fix the ** per the insurance claim and per the manufacturer's instructions. To our knowledge, she was paid the amount of the repairs directly from the insurance company, and we have not been 100% paid for the repairs that are 100% completed. She paid us an advance of $15,000, however she still owes us $13,000 plus storage fees that have been occurring since 9/5/24 ($150/day).

  She inspected the ** on 9/4 and informed us that she will not pay. We sent her a certified letter shortly after, and she likely is reopening this complaint after receipt of the letter.

  It was never our responsibility to contact her insurance company. We did, however her insurance company never returned phone calls, which she is fully aware of and have discussed many times.

  We have done the work required, and she has not met her obligations to pay us.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022 we had awning damage from a storm. RV doctor did the estimate and our insurance company sent the check and we signed it over to them. As of today 5/11/23 the awning is still not installed. In september 2022 hurricane *** hit and damaged our roof and a window. We had them come out again and give an estimate. Submitted to insurance and check received and signed over to them. They did the roof repair in December 2022 but we are still waiting for the window as of today. I have requested updates numerous times with BS answers. Being told they have emails from the companies they work with and that they are sending them to use with ** never receiving anything. I have asked for copies to be mailed and they send nothing. I have asked for a detailed billing of our account multiple times with nothing. I now want the remaining est $5500 to be returned so we can get the repairs done again n and I hope that this complaint shuts them down. They have Horrible customer service and never answer the phone.

  Business Response

  Date: 05/30/2023

  To whom it may concern, 

  We have been notified of this , we are responding . Please see all text messages from RV Doctor to the customer regarding the situation  of the awning status . We have contacted Geico , which you can see the attached document . 

  The World , all manufacture through the ** Industry is facing shortages right now . The awning is currently ordered & it has been on order through Dometic , We have received the status updates , an d provided them to the customer, 

  we understand the situation and applogize , but with the backlogged of parts right , which ***** claims agreed , we have to patient with the manufacture , We have attached the breakdown of the claims through Geico , which we got it directly through Geioc which the cusotmer could have requested it & they would have sent it over to them. The cusotmer signed the Parts aviability accepting & acknowledging the delay on parts that are currently in . We have contacted Dometic today 05/30/23, & spoke with ******, which they stated that it is in ****** * which that is where the plant / warehouse is * and it will be shipping soon , She expected that we should be seeing it in the next 2-3 weeks or less as it starts to travel to ********** for Delivery . 

  The hardware is currently in stock and just waiting for the Fabric Roller tube assy . We will be contacting Geico again as well as they are the onces that paid for the repair/ parts. 

  FDD <***************>Tuesday 05/30/23 at 401pm
  to me
  
  Good afternoon
  
  The current awning has been on backorder for several weeks. .
  We are planning to continue to produce this set, however we have had some delays in manufacturing we are still working to resolve.
  We apologize for the inconvenience.
  Thank you for choosing Dometic
  
  ***********************

   

  Thank you so much , 

  RV Doctor & Staff 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20048326
  
  I am rejecting this response because:  the awning has been in waiting since July of 2022. There delay in delaying with it has been unacceptable. I have requested a refund to Geico for all parts and labor not provided and have spoken with Geico as well and they agree to the refund and will assist in the repairs elsewhere. RV doctor has been given the same request. Im no accepting anything other than the refund for the awning material and labor and the window material and labor and excess funds I know they received as well.   I refuse to do anymore service with this horrible company 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2023

  This response was provided verbally to BBB:

  A refund will be going to GEICO for the portion of the order that is unfulfilled. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20048326
  
  I am rejecting this response because: I will close the complaint once the refund is received by geico and the parts they claim were already ordered are delivered to my house. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/03/2024

  To whom it may concern , 

  We are responding to this , the Refund has been Sent to Geico & Geico only . The insurance company is the one that paid for the claim , they are the ones that are getting the reimbursement on the Fabric roller tube assy only . 

  The Awning Hardware is ready for pick up & they need to make a appointment to pick it up . Thank you , 

  RV Doctor 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20048326
  
  I am rejecting this response because: geico has not received any payment a rv doctor has not provided any proof of mailing to us the actual client .  Geico is not the client   I the client have been in contact with geico. They are fully aware of the situation and are awaiting the payment refund. A detailed billing has not been provided after numerous request as well. WE ARE THE CUSTOMER !!! Not geico. The check came from geico and will be returned to them. Everything else is to the customer which is **. The **************** has been sent a formal complaint as well for this horrible business and their insurance fraud behaviors. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RV Doctor stored my car from April 19, 2022- November 7, 2022 . Their contract indicated the car would be started monthly to keep the battery from going dead. I gave 2 weeks notice as requested by them that we were picking the car up Nov 7 and ******* indicated we were scheduled and could pick it up between 9am and 5pm. We had a 5 hour drive and we were on our way when she messaged me that my car was blocked in by 4 cars with dead batteries and it would not be ready until after 4 pm. When we arrived around 4 pm she then told me they lost the keys and to come back at 5pm. At 5pm. the car was still not ready and she indicated they had a new key made. we finally were able to leave at 6pm with the car. The car emitted a strong sulphur odor on the way home . The next morning the car would not start and would not hold a jump charge. It also kept locking me out- all doors locked. We discovered the battery was leaking and damaged ( bulging) and replaced it with a new be from ******* We also noticed the fuse box cover was off and the horn fuse was pulled out. I relayed all of this to ******* and she denied any responsibility. The car would still not start with my original key fob and kept locking me out so we took it to the dealer in *********** for diagnosis. The technician informed ** that the new key made by RV doctor had disabled my fob/key as well as the fob/key RV Doctor had lost. I informed ******* of this and sent her copies of the invoice and receipt for the new fob/keys . She kept insisting they would return my key fob when they found it. I kept telling her it was no longer any good as they had disable it . I have not received any other response from them other than an acknowledgment they received the key fob invoice and receipt . I just found the battery receipt as well and it is attached here. I believe they should reimburse me for these damage they are responsible for totaling $569.29

  Business Response

  Date: 03/16/2023

  ****************** dropped off her car from April to November for storage. During that time we had a natural disaster come through *** County, we secured her car during the storm with no damages. She was advised when dropping off the car for storage that if the battery is not new, we do start the unit's up every month, their is a chance the battery could not hold a charge. ( Something that RV Doctor Is not responsible for)  When cars sit longer then one month it is not guarantee the battery is going to stay charged even though, the units get started every month, they are not driven around to charge the battery. The battery is not something that Rv Doctor can reimburse at it is an old battery in the car and the car sat for longer then one month. The key fob was misplaced and will be returned to the customer, we can not offer a refund on that because we are returning  the key fob. Everything got secured for the storm and in the placement of that the key fob was misplaced. We apologize about the inconvenience on the key fob. The battery is a maintenance issue when placing the car into storage.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19601096
  
  I am rejecting this response because:

  There is absolutely no need to return the lost key/fob as it it useless due to the key you had programmed. I had to have two new key/fobs programmed by my dealer in order to get my car to function properly. You disabled my original key/fobs! If this is difficult to understand I would suggest you call *******************************,  the Buick dealer in *********** so they can explain this better -as they told me the original key/fobs are only good as paperweights now. 
  
  **************************************************

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2021 ordered RV Air Conditioner that was delayed bc of computer chip scarcity. Nov 2022 from RV Doctor Nov 16, 2022 Hi There ***, We have located your AC unit & would like to get you folks Scheduled , Would the December 1st be ok for us get you on the Schudule for the Change out of your AC Unit ? Thanks ************************* Service Manager RV Doctor, Inc.16140 ********************************************************************* ************** My response same day: I'd like to pick it up since we've had to have substitute. Can I stop by and get it?They will not answer calls or emails. Next stop is court. I want a refund of my $900. *** and ***************************

  Business Response

  Date: 01/19/2023

  We have received this & would like to respond , 

  This customer did order a AC unit , due the High demand & the supply chain issues ( which i have attached the documents email ) the company 

  has already paid for the item, which we are currently waiting for the back orders to be filled as with the customer  . We are not the manufacture & have no control over the estimated arrival of the 

  AC unit . Unfortunately we can provide a refund because this not a error of the RV Doctor  , this is a supply chain issue & we have to wait a process for the back orders to be filled. We will continue 

  to keep the customer updated as we get them from the manufacture . With the National wide supply chain issues that everyone is experiencing right now , things are unforeseen . 

  Thank you again so much & unfortunately special order are non-refundable. ( see signed workorder by customer documenting that ) 

  Please reach out to **** as well regarding this which is contact info is in the documents provided . 

  RV Doctor , Inc 

   

   

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18831290
  
  I am rejecting this response because:

  This is not a resolution, its status quo. Begs the question why am I being penalized. They have a business relationship w the ** manufacturer. 
  
  They reached out saying our unit was in, then the unit is no longer available. They ignored my correspondence. 
  
  Im not confident the A/C unit needed to be replaced ** it is working after another company repaired it. 
  
  There is no loss to RV Doctor ** the money was retained by them. 
  
  Doesnt seem fair to hold a customer to the same risk as a *******************. 
  
  We plan to sell the rig I two months. The **C unit will be of no use. 
  
  I believe RV Doctor knew of the backlog when it was ordered and didnt tell me.

  We no longer trust RV Doctor given their deceitful behavior. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/19/2023

  Complaint: 18831290

  To whom it may concern  , 

  We have received this & we are rejecting the refund , 

  When this was ordered, RV Doctor has no ETA of the ** , we are not the manufacture nor do we have control 

  over the arrival of the item . When this was discussed with pricing with Customer : *******************************, he agreed to the 

  charges & he was told that we have no control over the arrival , he agreed to that at the time the techs were out there. 

  We have keep in full communication with via text message & email . We have provided information from the manufacture , we are 

  not holding the customer funds as the company has paid for the ** when ******* ordered the unit .  We cant do anything else over & beyond this as we 

  are dealing with the source who makes it, & we deal with them everyday on backordered items & provided all the documents to back that up from the manufacture. 

  We unfortunally dont believe that this unit was repaired , unless we see proof from the customer. I understand the customer is selling his unit , but we have 

  many text messages over a year ago with the exact conversation that he is selling it . 

  Thank you , 

  RV Doctor 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18831290
  
  I am rejecting this response because:

  our AC Unit may have been special order    
  We were told our unit was found and ready installation:

  Hi There ***, 
  We have located your AC unit &amp; would like to get you folks Scheduled , Would the December 1st be ok for us get you on the Schudule for the Change out of your AC Unit ? Thanks *** , *******

  If AC was received then order was complete  and RV Doctor had possession. How can they say it was special order for a second time without a new signature. 
  

  Their argument is untenable and an unfair practice and may have been illegal  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2010 ******* MKX was stored at their facility and was damaged during *************** They called me after the hurricane and told me one of their roll up doors was hitting the passenger front and rear side doors causing damage to my car. I asked for pictures and they sent them to me . When I called them back they wanted to repair the car which would require body work and painted. In speaking with the office manager and body shop ****** on speaker phone they wanted to repair the car . I assumed because it was damaged at their storage facility and admitted it was their fault they were doing it for free and at no time did they tell me to file a claim with my insurance company. My question to the body shop ****** was It is a ********************* paint on the car and can you do that painting? His quote was I paint million dollar RVs and his special computer with laser picture abilities can make the match easy. My next question was . We are coming into town on Dec. 11 and needed the car for transportation and they said yes it would be done . Well the day before we were to pick up the car from RV Doctor they informed me the car might not be ready and when I arrived it was not ready for me to use . I had to rent a car to use . After 5 days later and complaining about not having my car and having to pay for a rental they told me the car was done and ready for pickup . When arriving and seeing the quality of the paint job that was done on my car . The pictures that I have of it will show how bad it is . They also wanted to change me $600. Dollars for it . I refused to pay for it and they said nothing at any time that they were charging me. They then said and admitted it was a bad job and offered to do it again . That was Dec. 16th . I told them I was coming back on Jan 11 th and they they said it would be done . Well on January 10 they called and said it might not be done in time . I told them I wanted my car no mater what and I agreed for them to leave it outside to pick up . No repair was started and I took the car. They not one time told me the truth.

  Business Response

  Date: 03/16/2023

  The customer contacted ********************** in June of 2022 to store his vehicle during the months the customer needed. The date the customer signed the contract he was advised the proper documents to have to sign the contract for storing his vehicle during the timeframe he needed. One of the documents provided was insurance in case of a natural disaster through the *** county. At the time of signing the contract, our office staff explained and advised if any natural disaster comes to the area, we will advise him to start and submit a claim, he verbally understood and dropped the vehicle off.  In September of 2022, *** County Management advised *** county under hurricane watch and warning. Every unit that was stored in our storage center was secured for the storm. The customer unit was stored next to our exit doors, during the hurricane the trim piece of the door collapsed and caused damage to the customer vehicle. Once all the damage was accessed the customers were contacted to start and submit insurance claims from the hurricane damage. Mr. ******* was contacted and pictures were submitted to him of damaged doors, he then advised he would file a insurance claim to proceed with the repairs. The customer advised he would be traveling to the area and asked if we could make the repairs, we contacted him and advised we do paint million dollar coaches that would NOT be a problem at all. In the time of repairs happening he was contacting insurance. We also advised the customers once the unit goes into the paint shop no dates would be guarantees for pick up until completion. He proceeded with his plans and came down after advising him in plenty of notice the car would not be ready for pick up. He then proceeded to get a rental car for the duration of his time here. In the process of the repairs, the customer was suppose to submit a claim for the insurance damages and get back with our billing department to process the payment for the repairs. The customer was then advised the charges due on the account, he got very bill rant with staff on the phone and we do not tolerate this  over the phone at our staff or in person. To try accommodate him, we understood they have been inconvenienced with the car not being ready, we offered to pay for his rental car for the time needed, even though we advised not to come down on vacation when your car is not ready for pick up. He then didn't want to pay the charges which any repairs are not free and at the time of picking up the vehicle he advised the insurance he has does not cover that type of damages. We did try to accommodate the customer as much as we could, paying for the rental car even with plenty of notice not come down until the car was ready was within a couple days later. At the time of pick up, the customer advised he didn't like the how the door handles came out with the clear coat, we told him we could fix this issue under the warranty. He gave us some dates that did not work with our paint shop schedule that he was traveling out of town. We told him he can leave the car but no guarantees on repairs by that timeframe he understood and said he owuld drop it off just in case they had some time to repair while he was traveling. The billing adjustment he  requesting, their is nothing to be adjusted. Rv Doctor took care of rental car even though we advised him not to come down as the car was NOT ready. The customer assumed the job would be free and he wouldn't have to pay repairs. Rv Doctor had time, materials, and the customer has paid ZERO to repair the car. The repairs were done for free to accommodate the customer. ********************** has accommodated the customer over and beyond. The customer was told every week the updates, he didn't like the updates he was told and accusing our staff of lying to him, Our staff does not lie and we only proceed accurate information for the updates.  The customer has been very bilerant with all staff here at Rv Doctor and Rv Doctor has  accommodated the customer. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre paid RV Doctor for 5 months of storage for a golf cart starting in May 2022 and ending Nov 2022. I live in *************** during the winter and ******* in summer. Hurricane ******************* on 9/28. I decided to sell my golf cart to an individual in ***************. I called RV Doctor and asked if they could allow the buyer to pick up the cart. I asked if they could mail the check for purchase of my golf cart to me. They suggested that the person make the check out to RV Doctor and they would then wire the money to me if I provided them my bank info and routing number. I was skeptical about it at first, but they assured me they do this all the time with other people selling their RV. The cart was purchased for $3250 and a check was given to RV Doctor and that check has cleared. I did not receive any money from RV Doctor until 11/23 with a deposit of $1000 only. I communicated with them to find out why they did not deposit the entire amount and was told they were limited to only sending $1000 at a time. Another deposit came in on 11/25 with $1000. I was encouraged that the money was finally coming in. I asked when the balance would be paid and was told on 11/30 with a deposit receipt that $1250 would be deposited on 12/1. I only received $500. They still owe me $750. I have tried calling and emailing and texting and get very little response. It wasn't until I used a different phone with a different caller ID did I get someone to answer the phone. I spoke with them again this morning, and they assured me it would be resolved and they would get back to me by the end of the day. They did not. I do not know what else to do. Just don't understand if they received money for the cart, they should have transferred that to me. It is not their money, but they have had it for over a month.

  Business Response

  Date: 12/20/2022

  To whom it may concern , 

  Please see attached documents that was emailed to the customer as well , 

  Thank you so much , 

  RV Doctor 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18527834
  
  I am rejecting this response because:

  They attached a deposit slip that indicated they paid me $1250.00 to my account on 12/1/22.  Only $500.00 was deposited.  Please see the attached document from my bank showing all deposits ever made to me from RV Doctor.  So far they have made payments to me totaling $2500.00.  They still owe me $750.00.  
  
  Sincerely,
  
  *******************