ComplaintsforDennis Dillon RV and Marine Center

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE PURCHASED A 2022 THOR MAGNITUDE RV WITH ****** MILES ON 11/29/2023, PAID WITH A CHECK # **** THE FULL AMOUNT = ******* FOR THE *** PAID CHECK # **** FOR AMOUNT OF ***** FOR EXT. WARRANTY. PAID CH # **** FOR TIRE PROTECTION FOR A TOTAL OF **********. THIS WAS ALL BEFORE WE FOUND THE AWNING BROKEN, LOOSE HANDRAIL AND A PINCHED WATER LINE AT TIME OF OUR WALK THROUGH. WE REFUSED TO TAKE IT 85 MILES HOME AT THAT TIME AND BRING IT BACK. WE WERE TOLD 10 TO 14 DAYS FOR THE PART FOR THE AWNING SO WE LEFT IT THERE TO BE REPAIRED. I THINK THEY HAD HOPED THAT WE WOULD NOT RETURN LATER TO HAVE IT FIXED. WE CALLED THE SALESMAN A FEW DAYS LATER REGARDING THE CONDITION OF THE ****** THE MANAGEMENT HAS REFUSED TO REPLACE THE **** TIRES, PROVIDE THE ALIGNMENT SPECS AND SAFETY CHECKLIST. WE HAVE REQUESTED THE ****** NUMBERS OFF OF ALL 6 ****** WE DROVE UP FROM ********* ON 12/19/23 FOR AN UPDATE BECAUSE WE NEVER GOT ANYONE TO ANSWER OUR CALLS NOW AT 3 WEEKS SINCE THE PURCHASE. WE WERE TOLD THE AWNING ARM WOULD BE 10 TO 14 DAYS OUT BUT WE COULD NOT GET AN ANSWER FROM THE SERVICE ***** TOLD BY ***** AFTER COPLAINING TO HIM THAT WE WOULD GET NEW TIRES BUT NOT BEFORE INSULTING US. HE ACTED LIKE WE WERE ASKING FOR TOO MUCH AND MADE US FEEL LIKE WE DID SOMETHING WRONG? OFCOURSE ANOTHER WEEK WENT BY SO I CONTACTED THE SALESMAN THAT WE SIGNED EVERYTHING WITH. ASKED FOR AN UPDATE, SOUNDS LIKE ONLY THE ***** TIRES WERE REPLACED? WAS TOLD THE PART FOR THE AWNING WAS SOON TO BE THERE. IV'E HAD NO CONTACT FROM THE SALES ***** OR MANAGEMENT NOW 1/8/2024 6 WEEKS SINCE PURCHASE. WE HAD TO CANCEL ALL TRAVEL PLANS THAT WERE BOOKED LAST MONTH. WE HAVE HIRED A LAW FIRM TO GET A 100% REFUND. THIS HAS BEEN A VERY STRESSFUL AND UNPLEASANT EXPERIENCE FROM THE BEGINNING. WE REGRET DEALING WITH DD*** VERY UNPROFESSIONAL STAFF.

  Business response

  01/22/2024

  DDRV apologizes to this customer for the time taken to make the requested repairs. When the customer purchased the unit on November 29, 2023, DDRV told him it would take a few weeks for an awning part to arrive. While the unit was at DDRV waiting for the part, at the customers request, DDRV installed the accessories the customer ordered. It also had the unit aligned. It notified the customer the alignment was done but the part had not arrived on December 15, 2023. The customer then requested new tires. DDRV put all new tires on the unit. Once the awning part arrived, DDRV installed it and notified the customer. The customer picked up the unit on or around January 10, ****. DDRV will use this opportunity to train its employees on communicating with customers more clearly and precisely about how long it may take for parts to arrive and when addressing their other concerns.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Class A motorhome on 7/31/23 for a lot of money. Told we had a 90 day bumper to bumper warranty from them for anything we found in the ** that needed, fixed, installed or remedied the finance manager told me this was because they didn't drug test in the factories anymore and you never know what you will find, but his service **** would take care of our needs. Found several items called them, that is where it went down hill, so 90 days is long gone now. They lied about fixing things and we have proof of that. Said they were waiting for a part for 4 months that was always being shipped the day we called. They never call back, their service employees deceived us and admit to lying but blamed the mechanics, but my guess is they are told too by looking at all of the ****** reviews just to get people to go away. They also had to take the motorhome to Mountain Home for repair, didn't refill it with gas, never checked on the status we had to call around to find out what was happening. The service director ********************* is one of the worst people I have ever dealt with, he is a bully and has been so awful and told us to take my business elsewhere, that I am in complete shock how they let him work there. He never even asked what our issues were, I guess he thinks the part that has taken 4 months is it but there is so much more that can't be resolved by just "taking it to camping world" as *** advised me to do. If anyone above ********************* that isn't directly linked to DD** wants to , I would talk with them if nothing else to file a complaint about *********************. I have contacted an attorney as well because I have no other choice with him being their designated spokesperson. I want them to take this ** back and give me what I paid for it because they didn't keep up their end of the contract.

  Business response

  11/21/2023

  We will continue to work with this customer to ensure the requested repairs are performed. We do our best to get the parts needed for repairs as quickly as possible. Nevertheless, delays sometimes happen, whether due to supply shortages or human error. We apologize for not resolving the delay sooner. The part is at the dealership now, and we would like to schedule the customer to bring in her RV. At that time, our technicians will address the repairs on her prior list that she notified us about during the manufacturers 90-day adjustment period.

  
  It appears our team did not clearly communicate to the customer that, because she notified us of the issues during the 90-day adjustment period, DDRV would resolve them even if her service appointment occurred after the adjustment period. Our intent was to perform all the repairs on her prior list in one visit, which is why we wanted to receive the needed parts before making the service appointment. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased survice items for a *** motorcycle and they never shipped me the parts. It was an oil filter and air filter and rubber gasket. They assured me it would come but never did and then they assured me they would refund me but then never did. After 4 complains they refunded me 14$ out of the 68.46$ They did not ship me the parts or make good on the refund.

  Business response

  07/11/2023

  Dennis Dillon RV, LLC's records show that all parts were shipped in the same box. The ***** tracking information shows the box was delivered to the customer's address. The customer received the box, as he acknowledges he received one of the three shipped parts. Dennis Dillon RV, LLC, does not know how the received part could have become separated from the other two parts. Nevertheless, Dennis Dillon RV, LLC, will contact the customer with a resolution.

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this RV dealership because its close to my home. I have three big issues with my 5th wheel that they did wrong on my 5th wheel. I went in and asked for the general manager, because I figured the person Ive been working with at the desk wouldnt be able to help me. Because it was a ***** service problem. My first issue was this I had a leak in my fresh water holding tank. I had them replace the water pump because I figured that I could use a new one. They installed the pump and it was faulty from the start. They never tested it. I took it went to the East Coast and realized right away that it wasnt working right I called the company and told them that the service guy that worked on my RV and he told me to bring the receipt of the one that replaces it. Problem number 2. I had them replace the valves on the freshwater tank and on the sewer tank so when they replaced them, they didnt seal it well, and if you seal the sewer tank and you use it with that seal closed that it leaks down into the underbelly and onto the street. Problem number 3. During the time they had the fifth wheel, they mustve slammed it on the ground and broke the jacks. ************* service said this trailer collapsed Jacks failed , likely due to improperly installed and snapped pins pairs pin, shared, and leading gear folded from broke the weld the bracket tore off the frame and we had to weld it back in place.

  Business response

  06/05/2023

  Dennis Dillon RV appreciates the opportunity to address this customer's complaint.

  The provided October 11, 2022, repair invoice states the Shurflo water pump's internal check valve failed. Such failure is not an installation issues. It indicates an internal problem with the pump, which typically is a manufacturer warranty issue. The customer should have submitted a warranty claim to Shurflo when the pump failed, as the manufacturer is responsible for product defects. Dennis Dillon RV cannot help the customer with this issue. 

  ********************** went over the repairs with the customer when he picked up the unit. Everything was functional at that time. The repair invoice the customer submitted indicates the above referenced faulty Shurflo pump was replaced and the unit was winterized. The invoice does not note any problems with the tank check valves or waste tank leakage at that time. Thus, whatever problems the customer is having with the check valves now and purported leakage into the underbelly (almost 10 months after Dennis Dillon RV performed the repairs) are due to other factors and arose sometime after the October 11, 2022 repairs. 

  Dennis Dillon RV did not damage the landing gear. The unit's landing gear was badly bent when the customer brought the unit to **********************. It does not know why the customer thinks the unit "fell off forklift" while being repaired, as stated on the repair invoice. That did not happen at Dennis Dillon RV.  

  Dennis Dillon RV did not cause the problems the customer is upset about. 

  Customer response

  06/06/2023

   
  Complaint: 20116201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Service response on my Winnebago warranty has been abysmal, They keep my RV for weeks and do nothing. They ran down my ** battery. They lied to me about submitting claims to ********* and then charged me $180 for diagnosis they didnt do.They havent fixed key issues.The Service Sup promised to refund my $180. Well see.

  Business response

  02/22/2023

  Dennis Dillon RV's service manager has contacted the customer and scheduled a repair appointment for his unit. It expects to be able to resolve his concerns during that appointment.

  Customer response

  02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before I purchased my motor home from **** I asked multiple people about the ******** ******** warranty. Everyone at the dealership whom I asked stated it is a 5 yr 100k mile warranty that starts when the vehicle is purchased by the first customer AFTER its conversion. They also said any vehicle completed after July is eligible to be categorised as next years model. Based on this information I received from at least 4 different people including one manager, I thought I had factory warranty until at least July **** for a 2021 American Patriot. I did not discover until after I purchased the vehicle that NONE of this information is correct. To my surprise, I found out from ******** that the warranty will expire in January 2023. ** fact the factory warranty for ******** ******** vans is and has always been 3y and 36k miles. ** addition, the warranty starts when the vehicle is purchased by the first customer or a year after its purchased by the dealership, whichever comes first. Since I was given the wrong information, I went to the dealership asking them to purchase an extended warranty for my vehicle to cover it until July ****, but they refused. They even refused to negotiate with some other form of compensation for their incorrect information. On top of that, I was in the process of getting a loan with the ************* **** wheeled and dealed to have me finance with their agent promising the same terms. During signing the contract I was again surprised they had written a 20 year term when I had asked for a 5 year term. When I asked the finance agent about this, he said it would be the same finance charge if I just paid it off sooner. Again, NONE of this information is correct. I received my first bill and found a $333 finance charge out of the $451 payment

  Business response

  01/11/2023

  Dennis Dillon RV apologizes for overlooking this complaint. It has spoken with the team members involved in this customer's transaction and confirmed that it provided the customer correct information. 2019 ******** **** Diesel Sprinters have a 5 year/100,000 mile powertrain warranty. **** understood the customer's question to be about the powertrain, as the ** upfit warranty is provided by the ** manufacturer. **** does not have a record of the customer asking for a 5 year loan term. It discussed interest rates with the customer. The customer told **** that she would be interested in financing through one of ****'s indirect lenders if **** could secure financing at ****%. **** secured the customer a ****% rate. Further, the financing is simple interest, not compound. Thus, if the customer calculates a payment amount for the same financed amount at ****%, but with a 60 month payoff, and pays that amount each month, she will not incur any more interest charges than if the financing were originally written at 60 months. **** apologizes for any miscommunication. It will use this complaint as an opportunity to remind its team members that they must carefully listen to each customer's questions and concerns and provide answers that directly address those questions and concerns. 

  Customer response

  01/21/2023

   
  Complaint: 18524621
  
  I am rejecting this response because:
  
  I did not see the message you sent on 1/11/23.  **** took a month to respond to my complaint, but you only gave me a week.
  
  
  Nothing in their response is correct.  ************ ******** warranty is 3y/36k miles.  You may confirm with ******** if youd like.  I challenged them to put their money where their mouth is an purchase a warranty for my vehicle until May ****, but they refused although they said multiple times the warranty is 5y/100k.  Since they keep insisting on deceiving customers, they should pay for that warranty.
  
  
  With regard to the loan, the information in their response is also incorrect.  After seeing a $333 finance charge on my first payment of $451, I went back to the bank I was originally going to finance with.  They were going to give me a 4.5% rate for 4 years.  The rate for 5 years was a little higher at 5.0%.  When **** offered me 4.5% for 5years, I went with them.  At the time of signing the paperwork, I noticed the 20 year loan and told the agent I hadnt agreed to that.  He misled me into believing I just needed to pay the same amount every month and would not accrue any additional finance charges.  Not true.  When I went back to my bank I got a 5.5% finance rate, higher than the original one, with a $178 per month finance charge.  Even at the higher rate, this is still less than 1/2 of the finance charge from ****.  
  
  They should purchase me an extended warranty on my vehicle and pay me the difference between the two finance rates if they are actually interested in being a reputable establishment.  Its not okay to repeatedly mislead customers.
  
  ********************;
  

  
  

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9-29-2022 I was charged $1,016.84 at Dennis Dillon RV for parts and labor on a camper awning. Invoice number 5540357.The awing malfunction required the awning to be hand-rolled back into position before bringing the camper in for service.I was told the awning was forced back up by manually rolling the awning in the wrong direction. This caused the arm to bend and the release lever to be jammed. Additionally, the end cap needed to be replaced.I was suspicious of their narrative. First, the release lever malfunctioned before manual rolling. That is why it had to be manually rolled. Their statement was backward. Second, hand rolling one way or the other doesnt cause damage, so asked for the return of the old parts and a copy of the invoice. They said the invoice was not available and he could only locate the awning arm. The end cap was not found but they would search for it. I took possession of the original awning arm.I emailed **** on October 2,3, and 19th requesting the end cap and invoice. On October 26, 2022, when speaking with them at the service desk I was told they charged for work that was never completed. They refunded $214.34 for the end cap that was not installed. However, **** did not completely clean up the invoice. The copy I received still shows replace arm, end cap, and re-tension springs 2.5 hours labor. **** is charging for work not performed! Im paying for end cap-related labor they didnt complete.**** said the awning arm was replaced because of a bend. After a thorough examination of the awning arm, which I still have in my possession, there is no bend. There was no reason to replace the awning arm except for the Rive-nut damage caused by DDRVs technician. On 12-1-2022 I requested from DDRVs manager a full refund for parts and labor on work never performed. Also, replacing parts damaged by ****. They refused to refund the balance of $802.50. I am requesting that **** refund $802.50.

  Business response

  12/07/2022

  Dennis Dillon RV, LLC, denies the customer's representation of events. It has attempted several times to work out an arrangement with this customer as a good will effort. The customer had declined. Because this matter is expected to become a legal issue, Dennis Dillon RV, LLC, is unable to further comment at this time.

  Customer response

  12/07/2022

   
  Complaint: 18493149
  
  I am rejecting this response because:

  I only expect to pay for work received and parts that were my responsibility. 

  Attached are photos of the awning arm reported bent, needing replacement. Also RIVE-NUT damage from the technician. 

  Regards,
  
  *********************

  Business response

  12/14/2022

  Dennis Dillon RV has attempted to resolve this matter directly with the customer. Due to actions taken by the customer, as ********************** noted in its prior response, this has become a legal matter. Dennis Dillon RV, therefore, is unable to further comment at this time.

  Customer response

  12/17/2022

   
  Complaint: 18493149
  
  I am rejecting this response.
  
  Regards,
  
  *********************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im writing in regards to the unresolved issues with the 2022 Trifecta LE SERIES 24RF pontoon that was purchased on May 07, 2022. Ive been in constant communication with the salesman, ***** and the manager of the finance department since I purchased the boat. Ive been trying to get resolution with the issues experienced to date. Ive called their business of finance department, left messages and no return communication. 1. ***** said he was going to have the boat filled with fuel before I left the dealership 2. I had the ****** self-destruct shortly after leaving the dealership 3. I can not register the boat in ******* without the original Manufacture Certificate of Origin The temporary registration expires on 05-26-22. At which time I can not use my boat. I feel I have been more than understanding and patient. I havent gotten any results or even follow up communication. Im extremely dissatisfied with zero resolution. At this point Im left with few acceptable options. I am contacting The ************ of the ******** General and letting them know of the situation. ************************* ************** *********************

  Business response

  05/31/2022

  Dennis Dillon RV, LLC is attempting to work out these issues directly with the customer. DDRV's manager has already offered to reimburse the customer for the pontoon's first tank of fuel. The manager will contact the customer again to discuss the fuel and reimbursement for a replacement bimini cover. Titling a pontoon with a trailer is a process in *******. DDRV's titling clerk had to get a tax quote from *******. Once she received the tax quote, she was able to remit the sales tax. After ******* processes the sales tax remittance, it sends the title clerk a tax certificate, which she sends to the customer. The customer must take to the applicable DMV office the tax certificate, where he can then register the boat. The trailer title paperwork is separately processed through the ******* Fish and **************** Last, a UCC lien on the motor must be filed on the lienholder's behalf. DDRV's title clerk is diligently processing the paperwork, but her progress is subject to *******'s processing times. DDRV cannot give ***s to customers that finance their purchase. DDRV must send the *** with the title paperwork to the state where the boat will be titled. 

  Customer response

  05/31/2022

   
  Complaint: 17250800
  
  I am rejecting this response because:
  

  I did receive the proper documentation for the registration of the pontoon. I have taken care of the registration of the boat and the trailer.
  

  I am confused why they sent a $4.00 check made out to AZDMV? The fees were far in excess of that. 
  

  Ive had ZERO communication form anyone in regard to the tank of fuel or the replacement ******. 

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

  Business response

  06/13/2022

  Denniis Dillon RV has contacted the customer and resolved the issue. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was Sold A motorhome Told it was inspected to find out i was lied to . I was sold motorhome with issue and an extended contract based on those issues which doesn't cover the repair which i was told it would this is by far the worst customer experience i have ever had this business is complete fraud and should be shut down

  Business response

  04/06/2022

  Dennis Dillon RV submitted the customer's slide repair request to the extended service contract provider, which denied the claim. Dennis Dillon RV then repaired the slide as a matter of good will at no charge to the customer.

  The customer did not update his complaint to reflect that activity.

  *****

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 24th I dropped my car off to get repairs. The quote that I received indicated that there was approximately 17 hours of work. After receiving no response, on February 1st I sent a text to the service rep asking if he had an idea of when the service would be complete. No response. I figured that he may not be working so I called the service department and asked the same thing, they said they would call, a day and a half later no response. So I call the service department again, now they just answer the phone and hang up. I figured that it mustve been some kind of mistake so I call back. Pick up the phone, pause for about two seconds and hang up again. Ive never encountered a business that was run so shoddily. I would never recommend someone buy a car or receive service from this dealer. This is now costing me a ton of money to Uber around town for everything.

  Business response

  02/03/2022

  The work on this customer's vehicle is complete and he picked it up. His phone experience is not typical of Dennis Dillon and may have been caused by connection issues. Dennis Dillon apologizes for the frustration.

*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. ↩