ComplaintsforPop's Truck and RV Center, LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had my RV in Pops RV and Truck from July 19,2021 till October 15,2021 for repairs. The invoice number is **** for the amount of $2801.12. I sent MR. D********, the owner of Pops RV an Email with pictures of the areas that the work was either done incorrectly or not done at all. I requested a refund for these repairs in the amount for $1430.37. We were on the road with friends for three months and that is why I fixed these arears of concern at different times while I was in an RV park. I am highly qualified since I am a retired Master Tech of 45 Years. In my email I gave MR. D******** 1 week to resolve this issue. It has now been a week and i haven't received a letter, a phone call, or Email from MR. D******** and that is why I am asking for your assistance with this matter. If we cannot come to a resolution on these matters, I am ready to file a Small Claims Court Case. That you for your assistance with this matter. I can be reached at ###-###-####.

  Business response

  02/01/2022

  On Friday, January 21, 2022 an email was received from Mr. ******. The email established a deadline for response to a previous email sent on 1/18/22. I had a telephone conversation with Mr. ****** on 1/21/22 to discuss the message. After attempting to explain to Mr. ****** that we never received his email of 1/18/22 and being told that I was a liar, I sent an email to Mr. ****** which included the original email of 1/18/22. Please see the attached email sequence. In fact, Mr. ****** had sent the email to himself and not to any person at Pop’s. Mr. ****** did acknowledge that Pop's is correct. On Monday morning, 1/24/22 customer filed this complaint without giving Pop's an opportunity to respond. The seven-day deadline became one of 3 days, two of which were on a weekend. On Monday 1/24/22 Mr. ****** called and was critical of Pop's not responding for a week, when Pop's was working on a response to the email that had just been received. Mr. ****** was aggressive calling our staff liars, our business unethical and threatening a law suit.
  The facts surrounding the complaint are: 1. Customer did bring in a motorhome for diagnostic work.  2. Customer then did shut down all work because he was going on a trip. 3. Everything was working when the customer left our shop on 10/11/21. This was after the customer rode on a test drive with the service manager. Prior to releasing the vehicle to the customer, and after Pop’s had repaired a leak in the drainage system, a full flood test, as prescribed by the RVDA was performed on the drainage system. There were no leaks.  4. The customer called the manager later in the day and the next day complaining of a new issue that we had neither been advised of nor worked on. 5. The customer was asked to bring the vehicle in so that we could determine the issue. 6. The customer refused. We heard nothing from the customer for over 90 days. The customer claims that he has been communicating with an employee who has not worked here for approximately 60 days. There is no record of any communication.
  
  On October 20, 2021 Mr. ****** took a set of photos at or near **** ***** ** ********** in Van Buren, AR. This is approximately 1,000 miles from his home in Colorado. The repair lasted at least 1,000 miles. Claiming that we did not perform the repair, yet the Motorhome ran for at least 1,000 miles is not reasonable. On October 22, 2021 a second set of photos was taken in Robinsonville, MS, which is approximately 1300 miles from his home in Colorado. The piece of PVC shown in the photo was not worked on by our shop. We replaced a broken nipple further into the slide (into the dark portion of the photo) with a new piece of ABS. Note that the Motorhome is 20 years old and was manufactured under an older set of standards. ABS is and has been the recommended repair for older white PVC. The ABS is more durable and is better able to resist the vibrations imposed by travel on our roads and highways. Examine the photos and you will see that both the blue and red pex lines appear to have been repaired at some time. The blue and red are cold and hot water lines, respectively.
  
  Mr. ****** has state that he is a retired Master Mechanic and has told me directly that he operated three major dealership shops. With such a background, Mr. ****** should understand that any warranty claim requires that the work either be performed by the original servicing shop, or that invoices/tickets from a second repair shop be submitted. Mr. ****** has declined to submit any parts bill or labor tickets, stating that he did the repairs himself. Again, I ask Mr. ****** for labor time clock information, parts information and receipts for expenses.
  Mr. ****** has summarily rejected any attempt to negotiate a reasonable settlement.

  Customer response

  02/03/2022

  Complaint: ********
  
  I am rejecting this response because: The company has refused to do a refund. (please see additional response letter and documents attached)
  
  Regards,
  
  ******* ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/04/2022

  Mr. ****** has rejected a reasonable offer to settle and offered no alternatives. He refuses to submit labor or parts invoices so as to allow a warranty claim. His photos do not reflect the areas that work was performed.
  

  Customer response

  02/04/2022

  Complaint: ********
  
  I am rejecting this response because: The latest letter that was sent to the business had the pictures of the areas of concern and the requested amount for the repairs that I performed. I am asking for labor only as described in the letter. all requests are clearly explained in the letter. My total is $1000.00 as laid out in the letter.
  
  Regards,
  
  ******* ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/09/2022

  Invoice **** is warranty work performed at no charge to Mr. ******. It is unsigned as there was no money due. Work Order ***** with signature and signature confirmation from RSign was the approved estimate. Note that the customer received a credit of $784.90 when the WO was converted to a zero charge invoice.

  Customer response

  02/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I have received a check for $800.00 and I feel that we have resolved this issue satisfactory.
  
  Regards,
  
  ******* ******

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