ComplaintsforAlpin Haus

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  went to buy a boat pontoon boat was given a price of 26000 gave a deposit of 1000 dollars. by the time they added there fees the boat was over 37000 asked for my deposit back told me i would recieve it back in 2-3 day's its been 3 weeks and i haven't gotten it yet. i called several times the manager said had to wait for the check to clear i checked with my bank the check cleared on december 28th its january 10 and i still don't have it back should i file a claim in court or how do i get my money back from these crooks

  

  Business response

  01/11/2023

  We do wait to send deposit refunds until we know check was cleared.  A check for the deposit was sent out on January 9th.   We are sorry for any confusion.  Tracker boat pricing is factory pricing nationally and all charges for prep, freight, trailer, cover plus applicable sales tax are standard.   

  Customer response

  01/12/2023

  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.   Regards, i was told the check was going to be held 2-3 business days it was cleared on December 28 I think there practice to hold your money is unjustified and they need to communicate with there sales instead of lying to hold your money for there use  But i will except there excuse and clothe case  ***** *******

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When purchasing a camper from this company, an extended warranty was offered with the knowledge it was refundable if not used within a certain timeframe. I contacted the salesman (Greg C****) and spoke with him about it. He stated it was refundable and sent me a form to fill out. I filled out the form and sent it back to him on 7-18-22. He acknowledged receipt of the form via email and he was passing it on. I emailed again on 9/29/22 to see if there was any word on the refund. He emailed me back to contact the business manager Jim B*******t. I emailed him directly with all of the same information, and still no response. It is now November and i cannot get anyone to return my calls or follow up on the processing.

  

  Business response

  11/11/2022

  A refund check was sent to the ****** on 11/7/22.   Unfortunately it takes awhile for the extended service contract company to process the refund requests.  We will follow up with them today to let them know.  

  Customer response

  11/14/2022

  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.   Regards, And Happy Holiday's  ******* ***** 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6-3-2021 we purchased a 5th wheel ******** ****** from Alpin Haus. we paid a good price for a camper that was according to them in mint condition. We took deliver 6-3-2021 - by July 6th or before we noticed the refrigerator was not working. the shades were broken, the fan in the kitchen didn't work among other things. The refrigerator was and still is the most important issue here along with fact that they charged my credit card without my consent. i am trying to handle that situation with my credit card company, but i want other consumers to be aware that Alpin Haus is not just keeping their credit card on file they are actually charging the credit card without a signature for each individual transaction, which I think is fraud. you can hold it but, DO NOT CHARGE WITHOUT MY SIGNATURE. we bought a 45000.00 camper the refrigerator should work. we also have a FOREVER warranty that they assured me would cover the new refrigerator, but because they say they couldn't get it to make the sound that they are not replacing it. (I slept in it every weekend this summer and the noise is there and loud.) I wouldn't lie about something like this. I can never get a st****ht answer out of these people. Every time I call everyone is busy. I JUST WANT THE REFRIGERATOR REPLACED AS IT SHOULD BE SO I DONT HAVE TO TAKE THE FOOD OUT EVERY TIME WE CAMP AND PUT IT BACK IN JUST 5 DAYS and THE NOISE IS TERRIBLE. This is not how it is suppose to work.

  

  Business response

  09/23/2022

  ***** *****’ s service history indicates a service call was made on 8-9-2021 work order # ******** to diagnose the refrigerator noise. The fan noise was normal at that time and the inside temp. was 34 deg which is good and there was no charge to the customer.          A customers signature is not required to authorize service work or payment. A customers verbal approval including the date the approval was received, dollar amount, customers name authorizing the work along with the method of payment in this case a credit card to be charged when the job is completed. The Warranty Forever does cover the refrigerator and on work order ******** job#2  9-29-2021 the refrigerator cooling fans were replaced at no charge to the customer.    On 4-13-2022  work order # ******** we received ***** *****’ s approval for $420.23 with the credit card information as a method of payment. The authorization was for Forever Warranty inspection and a New York State safety inspection total charges were $220.92.  Alpin Haus does not store credit card information, Authorize.Net is a United States-based payment gateway service provider allowing merchants to accept credit card payments, ************* is a subsidiary of **** Inc.      We have contacted ***** ***** and set up a service call for Friday October 7th. ***** ***** said the refrigerator is still making a noise. The service call and any repairs needed will be done as goodwill or no charge to ***** *****.Thank You,Ron C**** | Director of Fixed Operations Ph: ###-###-####| Fax: ###-###-#### PO Box 859, 1863 State Hwy 5S, Amsterdam, NY 12010 www.alpinhaus.com | ************************** RVs | Boats | Pools & Spas | Skis & Snowboards | Snowmobiles  

  Customer response

  09/26/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********.I will be satisfied when the refrigerator is fixed. i have agreed to have them come look at it for a fourth time and I made myself very clear it needs to be fixed.This is not resolved yet and through past experiences with the service department I am very nervous that this is just another visit. when it is fixed this problem will be resolved.on another note the repairs that Mr. C**** is talking about i have attached.  the service agreement was for a forever warranty (which i just discovered i don't have anymore) never really explained to me that i was responsible for sending it in. after reading the repair order i do see that now.  the work order was invoice number ******* - for 220.92 and i paid it with check number **** on 4/23/22. Then two months later in June they charged my credit card that they say they don't keep on file for another 190.00. When i called Mr. C**** to ask why he told me there was a line B. Well i found ******** and the amount due is 0. So once again why was i charged. PLEASE SEE ATTACHED. Regards, ***** *****

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 ******* ****** ******* from Alpine Haus 22 days ago and the water pump is shot. Alpine Haus refuses to send someone to repair/ replace it. They expect us to tow it back to them to repair/ replace. This will cost us a day of work and $200 in gas. They refuse to compensate us for the gas or inconvenience. We will loose a weekend at our seasonal campsite as well. We wish for them to either come to our site to repair/ replace or provide some type of compensation for missing a day of work, gas to transport and a loss of a weekend at our camp ground if we are to transport the camper to them for repair/ replacement.

  

  Business response

  07/14/2022

  We have contacted ******* *** ****** ****** regarding the concerns of their RV.  ******* stated the pump was working then failed, we worked out a date he could bring it in on a waiting appointment, determined the water pump had failed removed and replaced the new pump within an hour and a half.  We also did determine that he has a lower wood trim that needs to be replaced and are ordering the trim from the manufacturer.  Wood trim is approximately 6-8 weeks out from the manufacturer.  We will contact them when the part comes in.    

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Absolute worst customer service, worst experience from start to finish. I would never recommend buying from this company! We bought a brand new 2022 ******* rv which has Given us nothing but problems. Problems that could have been caught during their so call “prep fee”They charge fees that they clearly do not do, for instance the “prep fee” $450. When we first walked into the camper their were problems right away Saw dust all over the floor. Molding / trim falling off , **** radio face broken and on the floor, freezer door broken Hot water heater not working properly Gauges on the wall. All things that a “prep” would have caught and been fixed before we got there They refuse to refund our prep fee money. The general manager Jonathan B***** did nothing but make excuses and tell us that we should be happy with a list of complaints that small! He was very condescending in the way he spoke to me would give no explanation for anything. Sales dept once they got our money never returned any of our calls and still haven’t to this day. Same with the service department. No one calls back. We got the runaround from day one with this company and no one wants to be accountable. Keep in mind the trailer we bought was brand new and two weeks after having it. It’s back in the shop. And has been now for two weeks. So we have to pay our first months payment and we haven’t even had it in our possession . Finally we were told the camper was finally fixed and of course it wasn’t the sliding door was still not hung properly so it’s not working how it should my husband called again and got a nasty repose that their was a misunderstanding on the door , we wanted the door glider re attached properly so the door would work properly I Another incomplete job. Then we were told parts were being ordered for the dysfunctional freezer door and hot water heater. Come to find out nothing was was ever order for either this was the day we had to pick up and now we don’t know what was done.

  

  Business response

  06/29/2022

  In regards to the *****’s ******** it was prepped for them by one of our technicians. Unfortunately things can break or need adjustment in a new camper. We’re sorry they had some things that needed to be addressed. The good news is all of their concerns are covered by the manufacturer’s warranty. ******** stands behind their product and Alpin Haus or another ******** dealer can perform any warranty work needed.The outstanding items are the trim ring around the radio that has a crack and a pocket door guide that needs an adjustment. I let Mr. ***** know the trim ring is currently on back order and we will get to him as soon as it comes in. Though frustrating the good thing is it does not impact the functionality of the radio. It is a cosmetic piece of trim. The door guide should be able to be adjusted in under 10 mins so we will accommodate the *****’s even on short notice next time they are in the area. If they will not be in the area they can take the vehicle to another ******** dealer to address this and any other warranty concerns.As far as the concerns of not knowing what was done with the hot water heater and the freezer door, both myself and our assistant fixed operations manager went through this with Mr. ***** several times. The hot water heater tested repeatedly to operate as designed. After our initial check Mr. ***** remained concerned so we had a 2nd technician go through it again and it is operating as designed. The freezer door was not broken. It was not latching correctly. We contacted the manufacturer who instructed us it needed an extra washer for a spacer to correct the issue. We installed the washer per the manufacturer which corrected the issue.From a communication standpoint we can always do better. We tried our best to update the the *****’s, but both of their mailboxes are full which definitely created some challenges in communication.Jonathan B**** /GSM Alpin Haus RV of Saratoga 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had several problems with my ********* camper that I bought from Alpen House brand-new. Some of the minor problems were one of the lights wasn’t working there wasn’t a wire to attach the TV to the lock on the door came on hitched the full molding around the outside cabinets for storage were messed up and I had a water leak under the belly of my camper. Perhaps the most aggravating are these two which is a the floor of the camper which is Ben’s it’s soft and creeks which Alpenhaus said they fixed and it’s fixed to their standards which it is not when you step on the floor at creeks and it bends down and they said that they fixed it and there’s no other issue and refuse to take another look at it. The next issue is to slide on my camper I went to have an awning topper put on my camper slide and was having no problems with my slide at all when I got home show my wife the awning cover the slide would not rotate or move in and out as usually did and I never had a problem prior to bringing it to Alpenhaus. They’re basically telling me that this is my problem and they’ll see what they can do but more than likely I’m gonna end up paying for it out of pocket .

  

  Business response

  07/12/2022

  All repairs were made to **** ********* camper at no cost to the customer and his camper was returned to him on 06/27/2022. Mr. ********* walked off all the repairs with myself and was happy with everything.   Thank You, Derek R******** Assistant Director of Fixed Operations ###-###-####

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 9th I called Alpin Haus to make an appointment to have my RV serviced. I had a list of things I wanted done. After being quoted a price and speaking with my husband, we decided we couldn't afford to have all of the work done and decided to only have necessities performed. On May 10, I called back and left a message asking for a call back to revise work that we wanted done. I received no call back. I called again on May 24th and left another message. I received a message on my answering machine that they would cancel the wheel bearing work but did not mention the other work I wanted cancelled. My husband dropped the RV off on June 1st and spoke to a representative. He filled out a work order with the work we requested. He was told that we would be notified the next morning after the RV was looked at. I received no phone call and no response to my phone messages that I left on 6/2. I called again 6/3 with no phone call back. I finally contacted the sales woman who we purchased the RV from telling her I was unable to get a call back about my RV. She went over to the service department and soon after I was called and told that the work was completed. When I picked up the RV on 6/4, I was charged $89.68 because the grey tank handle had been stuck. That was one of the items we wanted cancelled and my husband had fixed the issue himself. I spoke with David B******* on June 7th after several attempts to contact him unsuccessfully. He agreed to refund the $89.68. I have not received the refund as of yet and have not had any of my phone calls returned. The communication with this business is non existent.

  

  Business response

  06/24/2022

    Good Afternoon,         I called Mrs. ***** and had to leave her a voice message asking her to return my call. The service advisor who was working with Mrs. ***** failed to complete the refund process which I personally corrected this morning and we have issued a credit to her credit card which was used in the initial transaction. I have also spoken to my team regarding the communication failure and we will be performing additional training so that we are able to provide our customers with a better experience going forward. I also instructed my team to offer Mrs. ***** a Alpin Haus gift card for her inconvenience. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 7, 2022 we picked up our boat from Alpin Haus in Amsterdam where it was for repair to both engines and propeller as well as winterizing and summering. After such a HUGE repair they didnt test it in the water before giving it back to us. A clean out port "failed" (they cant explain how or why but just know that its “my fault“ as the boat owner for not checking it better, their stories change so much I cant keep up ) causing water to shoot into the boat engine gallons per minute sinking both engines and the back end. I WAS WITH JUST MY TWO SMALL CHILDREN and was sure our boat was going to sink. We had to call 911 and be rescued. When the engines stopped, the water stopped shooting in so fast and we were able to hand pump and use bilge enough to stop sinking until rescue came. Now besides the traumatic experience we also have burned seats from there flares, two destroyed engines and tons of damage to the clean out port area. We now have $20,000 in damage Alpin Haus has zero accountability and denies that their men could have anything to do with it sinking immediately after picking it up from them. THEY DID NOT PUT THE CLEAN OUT PORT IN PROPERLY or DIDNT PROPERLY MAINTAIN THROUGH FALL AND WINTER. Hard to know as they refuse to answer any questions about my boat. I spoke to Ron C**** (3rd highest guy) about it to try to resolve it and get answers and he kicked me and my small children out of Alpin Haus and told me to get a lawyer. I went above him and sent a message to the president and owner asking them to call me to discuss what happened. Looks like the owner won’t get involved at all and president Andy H*** won’t call me but wrote an email to to say he backs up his men and also refuses to answer any of my questions just repeats they are not responsible because I should have checked better. Alpin Haus’s negligence and lack of accountability has me so worried they are going to cause something similar for another family and the outcome might not be as good as ours.

  

  Business response

  06/27/2022

      Alpin Haus and I personally take safety very seriously especially water safety. Mrs. ******* feels that we are responsible for the access port cap failure, although Alpin Haus did not perform a service on the access port caps.  What caused the boat fill with water to the point of hydro locking both engines causing internal engine damage is due to lack of knowledge of the boat operator.  Mrs. ******* as the operator failed to perform the required pre-operation checks as outlined in the 2013 ****** **** owner’s manual (see attached document) prior to launching the ****** Jet Boat and put herself and family in danger.  When the access port cap blew out Mrs. ******* failed to follow the emergency procedures or trouble recovery as outlined in the owner’s manual to reinstall the access port cap instead Mrs. ******* continued running the boat until completely flooding and hydro-locking both engines .   I have attached the Owner/Operators Manual describing warnings, notices, pictures and instructions on 11 different pages pertaining to the access port caps. See page 91 for pre-operation check that must be done prior to every launch. Review pages 135 & 136 on emergency procedures and trouble recovery pertaining to access port caps.  It is the Operators responsibility to perform a pre-operation check list see page 87 of the attached operators manual  before every launch.  Failure to perform the pre-operational check, all cost resulting in this failure is the sole responsibility of the owner/operator of the boat.Thank You,Ron C**** | Director of Fixed Operations Ph: ###-###-####| Fax: ###-###-#### PO Box 859, 1863 State Hwy 5S, Amsterdam, NY 12010 

  Customer response

  06/27/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ** ******* Alpin Haus repeatedly has said they never touched or maintained the clean out ports during the 10 month duration they had the boat, BUT THEY SHOULD HAVE, which is most likely the reason they failed and were cracked the very day the boat was returned to us from their repair shop.  The clean out ports were not maintained properly during the time Alpin Haus had the boat.  Alpin Haus should have removed the water from the clean out ports the day the boat was brought in.  Alpin Haus knows that the clean out ports cannot have water sitting in them for long periods of time or they can warp, crack, swell, and/or fail, like they did they day I got my boat back from them.  The boat was brought to them in Sept 2021 immediately after taking it out of the water after it had taken on water.  It was brought directly to Alpin Haus so they could find the damage and cause of the boat taking on water. They should have removed the cleanout ports and drained the water from them that day.  However, they did not. They also claim they never touched or maintained the cleanout ports when they winterized and summarized them. Clean out ports cannot be left with water in them through the winter as it can cause them to crack (the one on the left cracked and the one on the right failed the day we got it back from Alpin Haus.) Again, the water should have been drained if it had not already been back in the fall when it was brought in.  When it was summarized the clean out ports should have been checked that they were lubricated and locked back in place correctly and that they didn’t still have water in them from 10 months ago when the boat was first brought to them.  I would like to know why Alpin Haus did not maintain these ports either when they were fixing the boat that had been brought in for taking on water or when they winterized and summarized the boat?  I feel this lack of maintenance and proper care is what caused the left port to crack and the right port to fail the very day we got out boat back from them.  I think Alpin Haus was again neglectful and put my family in harm’s way when they returned our boat to us without performing a test run after performing major repairs.  Why was the boat not tested in the water after repairing two engines and two impellers? The invoice states that it will need to be tested for leaks when it is dry however, there is no proof of this happening.  There is no follow up note that this was ever done.   If a proper test run was done, Aplin Haus would have found the failing cleanout port and fixed it before returning the boat to me and my family for the summer.  I would like to know why after such a major repair, a test run was not performed for safety reasons?   What is Alpin Haus's policy for performing test runs after major repairs?   I was kicked out of the Alpin Haus store and told to get a lawyer for asking this question. Had they performed a test run, they would have found that they had not properly maintained the cleanout ports throughout the fall, winter, and spring and could have fixed them before putting me and my family on an unsafe boat.  Alpin Haus knew the importance of the cleanout ports and should have let me know if they had not maintained them for three seasons or they didnt winterizing them.  The checklist/contract, (I included a copy in the first email) for winterizing states that as the owner you need to check for the plug but there is no mention of the cleanout ports.  If Alpin Haus is storing and winterizing jetboats without winterizing the cleanout ports, they need to let their customers know, for safety reasons, before this happens to another customer.  The proper maintenance is so important for these cleanout ports to work properly and unfortunately, the lack of maintenance by Alpin Haus, for almost a year, most likely caused them to fail and to crack.  Alpin Haus should familiarize themselves with the **** Yamaha handbook, they make a lot of reference to, and teach their repair shop how to properly maintain and lock in cleanout ports on a jetboat, as their staff seems very limited in their knowledge of cleanout ports, or jet boats in general. As far as not fixing the cleanout port at the time of the emergency, it was already too late.  The boat was taking on water so fast; my focus was no longer on saving the boat but on saving my two small children that were crying out for help.  So, while I was calling 911, setting off flare guns, and pumping water out of the boat by hand, I did not check the clean out ports but instead did what any mom would do and tried to save my kids from a sinking boat.  Alpin Haus needs to be accountable for their negligence.  I fear that this will happen to another family if I don't speak up.  They take no responsibility, which means they will not change their policy or procedures, and it could cost someone their life. For this reason, if we are unable to resolve the problem this way, I will make a report to the Attorney General so that a thorough investigation of their business and its procedures can take place.  I will let them decide who is at fault and hopefully this will force Alpi Hause to take some accountability in their negligent ways. There are currently 17 other cases reported to BBB in the last three years on Alpin Haus and their neglect, lack of professionalism, and lack of accountability.  Many sound very similar to this story.  Alpin Haus will fix your boat or RV enough for you to drive it off their lot and then it breaks, then you bring it back to them, and their scheme continues.  I paid them $5000 in repairs, got my boat back, cleanout ports failed due to their lack of maintenance by them, and a day later, they want another $20,000 to fix it again.  Brian, the head of the service department, stated on the phone that Alpin Haus is dealing with this type of situation all the time.  That is the one and only statement, he made, that I believe.  They are always dealing with and will continue to deal with these situations, unless someone stops them. Alpin Haus will continue to put others at risk if they continue to get away with it. They need to take responsibility and pay to have our boat repaired and change their policies to include maintaining and winterizing the cleanout ports in jet boats, or at the very least, start warning their customers their shop doesn’t maintain the cleanout ports throughout the fall, winter, and spring so customers can be expecting them to fail by summer.  Alpin Haus's lack of maintaining my boat properly, caused it to almost sink and put my family through so much trauma.  I am still having nightmares and trouble sleeping.

  

  Business response

  06/30/2022

  When Jet boats come in for winterization and or storage, we check to see if the access ports have been removed. If they have not been removed we will by hand see if they come out. If they do not we leave them in because trying to force them out damage will occur by breaking the handle on the cap or damaging the seal so we leave them in. Water on top will not cause damage from freezing because above the cap is a rubber hose that is open ended. The reason the access port caps get stuck is due to operators failing to follow the owner/operators maintenance and operation manual.Thank You,Ron C**** | Director of Fixed Operations Ph: ###-###-####| Fax: ###-###-#### PO Box 859, 1863 State Hwy 5S, Amsterdam, NY 12010 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10-12-2021 I dropped off my 2020 ********** ******* RV to get winterized to Appin Haus RV in Ganesvoort NY. I picked up the RV on 10-15-2021 after they provided the service. On 5-17-22 I went to de-winterize the water lines by connecting city water to the RV. At that time water started to flow out of the bottom of the RV. On 5-18-22 I brought the RV to Appin Haus RV in Ganesvoort NY. I stayed with the RV during the inspection of the water leak. The service person opened the bottom of the RV to determine where the leak was coming from. They spotted a drop of water on the cold water line that was close to a screw. They never put water to the system to find out where the water was coming from. At this time the service person stated that the water leak was caused by the screw and went into the office to talk to service team. After a couple of minutes the service person came back out and told me that he can fix the leak but it would cost me $200 + tax to repair. I asked them not to repair and I would fix it myself. I took the RV home and opened the bottom of the RV to cut out the pipe and replace with a new piece. I replaced the pipe with a Red piece of PEX because that is the only color that I could get from my local hardware store. I called Alpin Hous and talked to a service person about the issue that it was not a screw that caused the damage and that the pipe was split due to freezing. He asked if I could bring the pipe to them. On 5-20-22 I brought the pipe to them. The one service person said that it defiantly looked like to had split from freezing. He took the piece of pipe to the service manager to review. The service manager accused me of lying and that was not the same pipe. I am asking for the cost that they quoted me to fix the pipe of $216.00

  

  Business response

  05/26/2022

    On May 18, 2022 Mr. ***** asked for us to look at his RV for an active water leak within 2 places under the RV.  We scheduled our foreman to inspect the RV.  Upon his inspection our foreman removed the underbelly of the RV and found what appeared to be a screw that had rubbed through the cold-water line causing a horizontal wear mark through the line.  Pictures and video enclosed of the actual line leaking.  After determining this was not caused by a poor winterization but from a screw  rubbing through the line .  We then quoted Mr. ***** a price to repair the line of approx. 220 plus tax Mr. ***** declined the repair, stated he would repair himself.   The vehicles basic warranty had expired on August 10, 2021.   Mr. ***** declined the repair stated he would repair the vehicle himself.  At this point we put the vehicle back together and returned the RV and did not charge Mr. ***** for the diagnosis.      A few days later Mr. ****** came in with a blue piece of PEX line with a vertical slice running down the line with black factory ink writing running down it, which did not match the line in the pictures and video we took of the active water leak.    Mr. ***** stated he repaired the line with a red PEX line I did show the pictures to Mr. ***** of the leak we found and asked him if they match the piece of PEX line he was holding.  Mr. ***** stated he didn’t know but that was the line.  At this point I asked Mr. ***** if I could take a picture of the line he was holding he stated no and left our facility.   

  Customer response

  05/27/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The photo of the pipe does not show where the leak is coming from. They also do not show the pipe from the top or side of the where they say the screw rubbed and caused the leak. They never put the pipe under pressure to determine the actual leak. The water droplets are from me pressurizing the system at home and not from them doing a proper test of the system.   Regards, **** ***** 

  

  Business response

  05/27/2022

  Our Shop Foreman showed Mr. ***** where the screw had rubbed through the PEX line and it was not caused by it not being winterized. Mr. ***** said that he would repair the leak himself instead of having our service staff repair it. We buttoned up what was taken apart to access the leak and did this as goodwill no charge.  Mr. ***** returned to the service dept. at a later date with a section of PEX line a different type with black print  on the PEX that appeared to sliced vertically and we asked to take a photo and was refused and Mr. ***** left.  The photos now submitted shows evidence of the black print removed as if it was sanded off.  There will be no refunded of the winterization based the evidence. 

     

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed upon service diagnosis with Service Manager James. RV was leaking water with room slide closed. Upon picking up product (rv), repair had not been completed and was told they could not find a leak with room slide open. I expressed that we specifically spoke about the issue happening with room slide closed. He flat out lied and said "oh yea, I forgot, we tested it both ways" and then proceeded to charge me for service time for $109. I was blatantly lied to and their paperwork was changed after the fact to cover that lie, by James.

  

  Business response

  10/25/2021

  We are sorry for the misunderstanding and did test the slide.  In an effort to resolve per customers request we have refunded the charge. 

*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. ↩