ComplaintsforEagle's Pride RV Sales & Service

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 10, 2023 we dropped off our ***** 5th wheel. We told the office to call us with any costs but we have an extended warranty. So we gave them copies of everything including policy numbers, etc. We said if anything wasn’t covered under warranty to let us know prior to doing anything. The camper sat there for weeks and we just got a call two days ago. They said that a replacement tablet would cost $1200. Because it wasn’t covered under the extended warranty. Then they tell us they didn’t have a warranty information at all even though we gave them copies when we dropped off and they contacted them. The only thing we asked them to do was replace our back tire with the spare which was a 179 charge. That’s all we said we’d pay for. After we told him we were not going to do that we had to contact a few different companies, including ***** and the tablet operating system, they told us they would do a replacement, but it has to go to a ***** certified repair shop. once this company found out that we couldn’t do anything with them, they started to give us the fees of what they wanted to charge for our camper sitting there. First, they told us they downloaded a new upgrade to our tablet for the leveling system to work. They said it works and everything‘s fine. Then they told us that they had to take the underbelly of the whole camper off. No one knows why. The next time we call them they tell us no they just unplugged the tablet and rebooted it and plugged it back in, which we have done ourself before. It doesn’t fix anything in the landing gear operating system. Then we question them about taking the underbelly off because once we arrive to pick up our camper, nothing has been done to it. Nothings been removed. The foam is all in the same place as it was before. It would be impossible for them to have taken it off. They said they did six hours of diagnostic work then changed it to 20 and back down to 6. Then we question them about taking the under belly off. they said well we didn’t take it off after my husband said there’s foam there so it would be removed if you removed anything. They said oh well maybe not all of it was removed. Then they change their story and said that none of it was removed and it must be an error. But yet they still have six hours of work that they want to charge us for when they did nothing. They didn’t repair anything they didn’t fix anything, they couldn’t fix our awning because they claim that it is a tablet issue, which we don’t know if it’s true, because they’ve lied about everything else. Then they tell us that the labor hours have been reduced. Then we asked them about that when we get there because they told us one price then when we called back told us the same exact price after it had been reduced, so we asked them about that and they said oh no it wasn’t reduced. Someone just made an error about it being finalized. So anytime you question them about anything they tell us another Story to get themselves out of it. When none of their stories make any sense. They just told us well you can’t have your camper back unless you play in a mocking way. The manager Justin T****** is super confrontation and rude. Doesn’t know anything about campers but wanted to fight about it. Owner was no help either. Both people we spoke to over the phone and gave information too were not there when we picked up.

  Business response

  10/24/2023

  Prior to dropping off your RV for your Sept. 10th appt. we were told that since the purchase of your RV, 3+ years ago, that your leveling system has never worked properly. Over the period of 3+ years, your RV had been at several different shops, several different times with many parts replaces and the problem was never resolved.

  When dropping off your RV for service here at Eagle's Pride, we went over information that we star by identifying if all of the hoses are in the correct orientation on the pump assembly and all six leveling jacks to fix your leveling system issue. We verified all wiring, pigtails, and ensured that all connections are clean and not broken. We spoke to tech support at both Equalizer (leveling system manufacturer) and ***** (RV manufacturer) with related issues and neither owned the issue being theirs.

  After bleeding the system to make sure there is no air in the hydraulic system, the issue still wasn't completely resolved. After preforming a software update on both the BMPro and the bluetooth Equalizer keypad, the leveling system worked as designed. After setting the zero point for autoleveling and testing several times, the repair for the leveling system was completed and working properly for the first time since you purchased the RV. 

  The RV, then sat here for another week, waiting on your decision on the BMPro needing to be replaced because the awning functions werent working with that monitor. Your extended warranty fix not cover any repairs because there was no failed components for replacement on the leveling system, and the BMPro monitors are being replaced by a ***** dealer for free of charge. 

  On Oct. 19th, the bill was gone over with **** via phone call and it was communicated that Phillip would pick up the RV on Oct. 20th. On Oct. 19th after speaking with Lori, we tested the leveling system yet again, because after sitting for a week, we wanted to make sure that the software was still active and working properly. The leveling system did in fact work properly as it should. Again on Oct. 20th, the system was tested, and worked properly as our repair was successful.

  On the morning of Oct. 20th, ****** came in the office to pick up the RV and immediately questioned the bill and if anything had been done at all. ****** was combative and seemed to have forgot the many conversations that happened throughout the course of the repair. ****** also stated that he would not pay the bill and he would let the bank just come get the unit. At that time, we asked ****** if he had even tested the work that we completed. ****** exited the building, tested our repairs, and came back in to pay his bill.

  After 3+ years of having the same issue with your RV, and it finally being repaired, we were able to successfully repair your RV for you. This should be celebrated. We don't believe we need to pay to fix your RV for your. We suggest maybe reaching out to the manufacturer or the selling dealer to ask for compensation of these repairs since this has been an issue for you all since day 1 of purchase. Unfortunately, your extended warranty would not cover this repair. We did have more time in this repair than you were charged for, because we want to be fair and have experience resolving issues that others can't.

  Business response

  10/30/2023

  Date Sent: 10/30/2023 12:29:50 PM
  

  This is Justin T******, the general manager. The money that was billed and that you have accurately paid, is for:

  - The leveling system repair - it is currently working due to our repair at Eagle's Pride.

  - The diagnosis of the awning issue related to the BMPro (we cannot spend time figuring out whats wrong with your RV for free- our techs working on your RV, are being paid).

  - Installing the spare wheel and tire.

  Extended warranty companies (across the board) will not begin a claim without failed components. *****s repair was completed without failed components = no claim/nothing covered.

  Clearly, there is miscommunications with too many people involved (*****s family/friends). **** ******* is the owner of this vehicle and she will be the only person, I, Justin will converse with about this unit going forward.

  Again, the customers bill was accurate and as it should be. Eagle's Pride fixed issues that the RV was brought to us to have repaired, as well as the diagnosis of other work to be completed at the manufacturer under manufacturer warranty.

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There’s no miscommunication other than on you and your staffs part. ****** spoke to you and staff when he called and **** spoke to staff when she called. We received multiple mixed messages from the staff. And furthermore Zach told us our leveling system was not fixed. It only currently worked but it was not a permanent fix. In addition, we emailed about the damaged and sent photos of the damage. 
  Sincerely,
  
  **** *******

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  06/14/2022 $632.81 Did not authorize work to be done.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/06/28) */ The consumer requested and authorized work to be completed. We have attached evidence through emails of the customer requesting service to be done on the RV as well as a signed authorization sheet and work order. We communicated many times via phone & email with the owner of the RV, the girl friend, and the dad, about the services that were being completed on this unit. After relaying the news that their extended warranty would not cover normal routine maintenance items, such as light bulbs, labor inspections, etc. we were still asked to proceed with the services. The bill was paid and they signed agreeing to the bill. It wasn't until after that they decided they didn't like the answer they were given that their extended warranty would not cover the entire bill. This is typical for most extended warranty policies that these items would be customer responsibility to pay. Overall, we completed the items that were requested by the customer, and unfortunately they were upset that they had to pay for the maintenance on their RV.

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