ComplaintsforD & H RV Center

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 11/14 I brought my boat to ****** center to have my boat winterized. The quote from ****** was $199 plus tax & material on Nov 8th @ 8:47am The ask was to winterize my boat for $199 plus I asked them to look at a tire that was going flat.I signed an invoice #**-5141 on 11/14/23 for $234.23 I received a call from them on 11/14/23 asking about adding a wrap to the boat for $375 which I agreed to let them add that service,When I received my final invoice of $844.03 was ridiculous. I was charged $199 per hour for 1.5 hours which was never approved for ****** The total for that service was ****** when it was only approved for $234.23 a difference of $131.33 over charge. They charged by $49.75 to plus a tire which should have been $25. An over charge of ***** I am requesting a credit adjustment of $156.08 which is $131.33 for the difference of the winterization and the tire repair of $*****

  Business response

  12/04/2023

  Our posted and quoted labor rate is $199 per hour. 
  *************** came in for winterization of his boat at $199 + antifreeze. Upon check-in the technician asked if he would like an oil change as well and the customer said yes. The tech let the service writer know to add an oil change to the work order. The oil change was hour or $100 + parts ***** (oil, oil filter and fuel stabilizer). Technicians are paid hourly and are not required to upsell nor are they rewarded for upselling services. 
  The tire plug took 15 minutes so as per our posted rate the charge is $49.75. I believe this addresses the complaints. The service writer should have charged for shop supplies but did not. 
  All of this work was approved by the customer and paid for at the time of service without question or complaint. 
  
  Regards,
  
  *************************
  ********** Center
  General Manager
  
  

  Customer response

  12/04/2023

   
  Complaint: 20928005
  
  I am rejecting this response because: The work was never approved. I was never asked if I needed an oil change. My boat is brand new and did not need an oil change. In addition, I forgot to mention that they tried to say that my water pump was bad. I called my dealer and they said that they were trying to scam me. There is no way that the water pump was bad.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped my Aline camper off on July 14 with an appointment for service due to manufacturer defects that were covered under warranty. The DHRV didn't order any parts for my trailer until the end of August and on Sept 30 I was notified by email the camper was complete. I called on Oct 1 to ensure it was ready since this is a long drive, and I was told that service had to be confirmed and to wait until next week. After confirming the work that was done (and not done) , ***** stated that all the work was not done. He also claimed there were additional fees not covered by the manufacturer. I contacted the manufacturer directly and all work and service charges were covered under warranty and I sent this information to him. ***** said the additional work still needs to be completed. ****, the service manager , contacted me on Oct 20 and said all work was done and they would not hold my camper any longer -- this was also my first interaction with **** as ***** had been taking care of me. When I arrived at the center, **** went over in great detail what work was complete, even though ***** claimed he was still working on it. **** demand I remove my camper from the premises as the work was 'done'(after 3+ months) and he needed the space. The work was not complete or was not adequate, . in addition the to the work not being completed, my trailer now leaks water on the corner they worked on (**** described in great detail while I was with him how the brackets was removed, bent and replaced). I contacted DHRV on 10/21, , 10.28, 11/13, 12/28 with no additional reply or parts ordered. I am asking these parts be ordered and sent so my trailer can be fixed

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/01/26) */ Ms.******** dropped off her camper on 7/14/2021 that she purchased from another dealer in **. We are not the warranty provider on camper We repair upon the manufacturers or camper owners approval. On 7/21/21 we contacted ****** on the customers behalf and we received approval for the replacement parts but they would not cover labor, We informed Ms. ******* of this and she called the manufacturer and assured us that the manufacturer would cover the labor even though we were told again they would not. We received the parts in question on 9/2/2021 and installed them in good faith on 9/8/2021. She was notified on 9/30/2021 that all repairs were complete. Time and space are limited resources for us and on 10/20/2021 we did notify her to pick up her camper or we would have to take other action. At the time of drop off all work was assessed and repaired or determined to operate within manufacturer specifications. The water leak was never a complaint therefore we did not seek a cause nor take any corrective action. The 'bracket' in question is a plastic piece attached to the rain gutter to move water away from the camper. When you fold the camper roof down the plastic flange needs to be properly pushed into place. We never removed the flange. I explained there are only two ways to get the flange properly set: either unscrew it, push it in and reset it or when pulling the roof down push the flange in. Again we never removed the flange there was no reason to do so. To date, we have not received any funds for services performed from ****** nor the customer. If the repair order balance; $450.89, is satisfied by either party we would be willing to discuss continuing a productive working relationship with Ms. *******. Kind Regards, ************ D&H RV Center Service Mgr ************ x2 ********************** Consumer Response /* (3000, 7, 2022/02/01) */ I dropped off my camper for repairs and DHRV took 6 weeks to look at and order parts. Time and space are limited according to DHRV, yet they still took another 2 weeks to contact me for pickup after the parts were installed (according to his BBB response). I also contacted them numerous times throughout August and on 9/1, 9/8, 9/30 before being given any response that my camper was ready -- to which I was then told it was not ready and had to wait another week (I have all these in email). The first time I heard of any issue regarding payment by the manufacturer for warranty issues was on Oct 11 --**** emailed the labor was $275.73 for 1.5 hours of work, yet he is now trying to claim $450 which is not right. On Oct 14 I contacted the manufacturer and immediately forwarded his contact information to DHRV. On Oct 20, the manufacturer said he is waiting for DHRV to submit the warranty form. This is the last I heard about any issues with payment, so to hear DHRV is still claiming unpaid dues is astounding as this was not mentioned at any other time or any email sent to me, nor did they reply to my subsequent emails to inform me. In addition, **** personally walked me specifically through what was done to include screws/brackets/bolts being removed and replaced. My camper did not leak at all prior to going to DHRV. Since pickup, my camper leaks only in the back left corner, the corner DHRV "fixed". DHRV failed to respond to multiple emails regarding this new leak, and in regards to work not complete or improperly completed, or parts they replaced that are falling apart. Business Response /* (4000, 10, 2022/02/08) */ My timeline and previous statement stand. Concerning the dispute in funds owned, the job performed took 3 hours, at $150 per hour the total invoice is $450. In a lose lose scenario I asked Ms ******* to pay 1/2 the labor or $275. Not sure why this is a point of concern, she refused to pay it. I'll happily contact ****** and see about the warranty claim, I'm not sure how the claim did not get started because we ordered and received parts about (8) eight weeks later via ******. Once again, we performed no 'fix' to the corner as we did not know there was anything wrong with it. This is completely erroneous. All you have to do is lift the roof and push the flange in. I'd suggest sealing up the corner in question and water testing it. We have an outstanding staff, their dedication and commitment to the job before them is second to none. Are we flawless, absolutely not; however, we do work everyday to get better and more efficient. Please feel free to give us a call if you have any questions or concerns or service related needs. ************ Consumer Response /* (3000, 15, 2022/02/12) */ I am NOT a satisfied customer. I have emails from A liner saying the areas of concern are under warranty. DHRV did not fix all the areas of concern. In addition I have an email saying it is 1.5 hours of work, and now they are doubling the labor price. In addition, ****** said they would cover everything related to the warranty work, so I am not charged any labor fees. DHRV, in their rebuttal, admits to not contacting ****** for the labor fees despite me giving them the information. Now, 4 months later, they say they will contact them? This company did not do their due diligence to get reimbursed from the company and is blaming the consumer, ME. And I have stated and DHRV admits to not completing all work requested. NO, I am not satisfied and other consumers need to be aware of the shady work and morales of DHRV Business Response /* (4000, 17, 2022/02/17) */ We have spoken with ****** and have submitted a warranty claim. Since our integrity is in question we suggest you find service elsewhere. We consider this closed.

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