ComplaintsforMurphy RV LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  We purchased a used ** from Murphy RV in *********, ** in August 2023 with a 30-day dealer warranty (from the date of taking possession of the **** Murphy RV committed to us that they would: * Assess the condition of the ** and make appropriate repairs based on their expertise as a certified ** dealer. Their "What We Owe You" list" included making sure the roof was in good condition and repair. * Fix or pay for subsequent repairs we submitted through claims against the dealer warranty. We had some problems with the ** during the next month while traveling and filed claims against the dealer warranty. We also discovered during diagnosis by our local NH dealer that some of the roof work Murphy said they had completed appeared to not have been properly completed. We belive Murphy RV failed to complete the necessary repairs and simply told us through an email that they no longer owed us anything. These claims amount to under $5000 based on our local ** dealer's estimate. We attempted several times to have a conversation with Murphy RV personnel to resolve these outstanding claims without success. Phone calls went nowhere. Apparently, *******************, the original service manager, left the company. Murphy RV management failed to reply to a December 2023 letter from our attorney, and ***** Murphy, the company's listed agent, failed to respond to our March 2024 certified letter. As a business owner and a consumer, I am not happy with this treatment. If I was local I would file a small claims case. Instead, I am hoping you will file my complaint to warn other consumers of Murphy RV's unfriendly business practices.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had damage to tow vehicle brakes due to the tow vehicle braking system not being re-installed properly.Took my Class A Motorhome to Murphy RV to have a tow vehicle battery charger installed. Murphy requested that I bring my RV in to their shop with the tow vehicle hooked up to the *** When I was informed that the service was completed and my RV was ready to pick up the Service Manager said you are "all hooked up and ready to go!". I picked up my RV after the dealership had closed. I checked to see if the battery charger had been installed and it had been. I drove my RV home. When I got home I walked back to my tow vehicle and smelled something was hot. Upon further inspection I discovered that the RV technician had not re-installed my tow vehicle brake system properly causing the brakes on the tow vehicle to be partially applied while I was towing it behind my *** This resulted in $1215.87 in damages to the brakes on the tow vehicle (a 2020 ***** Equinox). I request reimbursement for the repair which Murphy refused.The Murphy Rep I spoke with admitted not having knowledge of the type of tow vehicle braking system that I use. I told him that they should have told me that and I would have checked the system or re-installed it myself instead of taking them (a professional RV service center) at their word that it was "all hooked up and ready to go!".

  Business response

  01/08/2024

  We have tried, unsuccessfully, to let **************** know that we have determined that we are not at fault in this case.  We have video evidence of **************** spending roughly 10 minutes getting into and out of his towed vehicle and actually stepping over the connections from the ** to the towed vehicle multiple times.  When towing a trailer/vehicle/vessel, it is always the responsibility of the driver to check any and all connections prior to towing.  Again, **************** spent around ************************************ the daylight before leaving our establishment.  Furthermore, as a gesture of goodwill, on 11/28/2023, I personally offered **************** a check for $250 via email.  He rejected this offer.  Murphy RV prides itself on doing right by our customers and we take all customer issues seriously.

  Customer response

  01/14/2024

   
  Complaint: 20960557
  
  I am rejecting this response because:

  Murphy RV continues to reference the connection between to tow vehicle and the *** That is not and was not the issue. I did do a visual check of the tow vehicle to RV connection. This visual check is  mentioned as being observed in the company's video. I also checked to insure that the tow vehicle charger was installed and operational.  I also entered my tow vehicle to insure that the transmission was shifted into neutral.  I observed that the braking system box was on the drivers side floor and the arm was attached to the brake pedal. I did not feel the need to conduct a more thorough inspection I had been informed by the Service Manager of a professional RV ************** that my RV was "all hooked up and ready to go".
  
  The problem is with the tow vehicle auxiliary braking system, which is a box that  sits on the drivers side floor of the towed vehicle. This system was not connected by the Murphy technician properly. The part of the braking system, an arm that extends out from the braking system box and attaches to the brake pedal of the tow vehicle was not adjusted to the proper length by the technician. The arms length  was to long resulting in the brake pedal on the tow vehicle to be partially applied. This caused the brake pads and rotors on the tow vehicle to be severely damaged during my approximately 9 mile drive home.
  
  When I arrived home I smelled something burning and observed smoke coming from around the front wheels of my tow vehicle. When I checked my towed vehicle I could feel the heat coming from the front wheels. When I removed the  brake box from the floor I had to wrestle the arm off the brake pedal to disengage it from the pedal. Then when I lifted up to remove it, hidden underneath was a small cable. This cable is a safety feature of the system that the technician neglected to plug into the box. This cable not being attached did not contribute to the brake damage. All the damage was a result of the improper attachment of the arm to the brake pedal.
  
  During a meeting with Murphy RV General Manager ************ was told that their technicians were not familiar with my type of towed vehicle braking system. I stated to ***** that had I been informed of this prior to picking up my RV I would have been happy to connect the braking system myself instead of being told my RV was "all hooked up and ready to go".***** also told me that as a result of this incident he was considering a change in company policy reference to customer RV pickup after service.
  
  ********************** states they pride themselves on doing right by their customers. I requested a meeting with ***** Murphy to discuss this matter. The meeting never occurred. The offer of $250.00 is small compensation for a repair bill of $1214.59 caused by damages resulting from Murphy RV negligence.Admitted to by General Manager ***** stating his technicians are not knowledgeable of my braking system (Yet they connected it to my vehicle) and the need for a change in company policy by adding a disclaimer to their invoices!
  
  Sincerely,
  
  *************************

  Business response

  01/31/2024

  Our offer of $250 stands to settle this matter.  We are not at fault and the customer admittingly checked his connections before he left.  He got in and out of the vehicle multiple times and could have snagged the cable while doing so.  

  Customer response

  01/31/2024

   
  Complaint: 20960557
  
  I am rejecting this response because:

  Murphy LLC is totally misunderstanding the cause of the brake damage to the tow vehicle.  I have explained in detail multiple times, including in my last email the cause of the brake damage. Murphy RV is either not reading or not understanding the cause of the problem. 

  Their latest response suggesting that I tripped over a cable indicates their failure to  understand my explanation. 

  The connection of the tow vehicle to the ** or the cable being plugged in or not plugged in has nothing to do with the damage caused to the tow vehicle brakes. The cause of the  brake damage was a direct result of the way Murphy LLC's technician connected the brake arm to the tow vehicle brake pedal!

  Murphy RV has fallen short of accepting any responsibility for their part in the damage caused to my vehicle.

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

  Business response

  02/28/2024

  Our $250 dollar offer of goodwill still stands.  We are not accepting responsibility for any damage alleged by the complaint.

  Customer response

  02/28/2024

  I don't understand why this complaint was closed. Can you please contact me directly with an explanation. I responded to all questions by Murphy RV. Murphy RV is at the very least partially responsible for the damage to the damage to my vehicles brakes.

*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. ↩