Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Our motorhome was disabled due to a broken fuel line near **********************, **** on April 25, 2024.

  ******* provided a tow to ******* in ****************************, ****, near **********. However, the tow was improperly hooked up, resulting in the destruction of our driveline. At the time we were informed that ******* would take care of the problem. The fuel line repair was completed quickly by Cummins, however it was difficult to obtain the parts to repair the broken driveline. After waiting an additional 3 days in a hotel, ******* informed us of a delay in driveline parts, so we drove home to ********

  After waiting over 7 weeks for parts, we began working directly with the local driveline company and Cummins to obtain parts. This entire time the motorhome was sitting in a stall at *******. We were finally able to find the last needed part ourselves in *******, and to expedite the repairs, we paid for it on our credit card, and had it shipped directly to the driveline company in the amount of $555.64.

  Finally after waiting 8 weeks, on June 21, 2024 we were able to drive back to ********** to pick up our motorhome.

  ******* paid ******* directly for their portion of the repairs (including all parts except the part we personally had to find and purchase).

  We also had $1,062.34 in personal expenses directly related to ******* error. Letters and documentation were emailed as requested by *******, and many phone calls were made to follow up on the matter.

  Today, August 12, I was informed by an agent of President ********************* that they would not us reimburse for the driveline part, or any of our personal expenses related to the delay caused to us by their mistake.

  This seems very unfair to us as a customer. 

  Business response

  08/22/2024

  Thank you for bringing this to our attention. We're sorry this happened. We explained to her that while we recognize and apologize for the inconvenience, we will not be covering the indcidental expenses. As a gesture of customer courtesy and a means of resolving the issue, we paid for all of the damages. 

  Customer response

  08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22129521
  
  I am rejecting this response because: 
  

  The damages were not paid as stated in the response by *******. Only the damages charged by ******* were paid. After being disabled for 8 weeks, in order to expedite the repairs, we located a hard to find part (driveline yoke) in the amount of $554.64. We personally paid for this part and had it shipped directly to the driveline company that was finding parts on behalf of Cummins. This part was necessary to make our motorhome driveable again. If ******* doesn't believe they should help with hotel, food, and fuel expenses directly related to the repair to make things right, that is their choice. We can't force them to make it right unless we choose to bring a law suit. But they cannot state they paid for all the repairs. 

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

  Business response

  08/22/2024

  Thank you again. We covered all of the costs we were responsble for. The part which she is requesting reimbursement for is the part which caused the reason for the breakdown, and had nothing to do with our service.   

  Customer response

  08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22129521
  
  I am rejecting this response because: 
  The part we are requesting reimbursement for is due to the incorrect hookup of the driveline by the tow company.  The reason for the tow was a broken fuel line and those parts and labor were completed within 3 days and paid directly to Cummins by us. The driveline parts required 8 weeks to locate. The difficulty to find drivetrain parts caused the personal expenses such as hotel in **********. The broken fuel line has nothing to do with the broken drivetrain caused by the incorrect tow.

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

*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. ↩