ComplaintsforLafayette Auto Body & RV Repair

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction Date: 4/16/2022 Paid: $932.50 Contact Keystone warranty **** approx 1/12.Contact repair shop approx 1/12 to schedule drop off on 2/14.5th wheel trailer (RV) in shop for 2 months for repairs. Picked up on 4/16.Initial est: 2 days (5.5 hours) of work filed on 1/25.Work: ******************************** black tank not draining & leaking into undercarriage, leak under kitchen sink, and slide-out pantry door scraping slide floor.Nature of dispute: Work filed as clogged tank to Keystone warranty ****. even after I expressed the clog was a symptom, not the issue. Keystone not covered work under warranty. Got RV back. First fill & flush of black tank allowed only 15 gal of water before the 42 gal tank was full. Took 3 more fill/flushes before a clear flush. Used toilet for few weeks, noticed urine smells from fireplace again. Undercarriage bowing w/ liquid dripping. Additionally, found water damage under sink from still leaking ************ still scrapes slide-out. 5/4 reached out to Keystone rep for claim about the failed repairs...No reply. 5/12 - Contact repair shop of issues 5/13 - Repair shop replies manager out on vacation & will contact me next week 5/20 - Follow-up email about issues. Repair shop replies will be out next week 5/24 - Repair shop replies unable to come out due to holiday weekend work & someone would for sure be out the following week. Replied w/ understanding & request someone stop by to just look at issue to prepare for next weeks work. Repair shop replies too busy. Note we are 5 minutes from shop.6/2 - To Repair Shop end of another week when to expect someone. Repair shop replies 3 techs out not able to send anyone.This back & forth continues until 6/9 someone comes out & inspects leaks under sink indicating he taped different connection & in undercarriage finds drain valve of black tank leaking.6/9 - To Repair Shop request warranty refund of initial work charged & schedule repair 6/14 - Email to schedule repair - no replies.

  Business response

  06/17/2022

  This was presented to us as a Keystone warranty . We are only able to do what the warranty company authorizes in this circumstance.There was a clog, and the tank was completely full. The warranty company doesnt cover clogs, and the tank was leaking out of the vent because of the present clog. Unfortunately there was a wait for the pump company to come out.Following the pumping procedure, no additional problems were found.
  Keystone warranty also does not cover service calls. We sent out a technician on a service call as a goodwill gesture, as we strive for customer satisfaction. When we had employees calling in sick, there was no one to send out. Unfortunately this isnt something that we have control over.
  Our technician did find new leaks that were not found when the unit was in the shop.
  We are still in contact with the warranty company on this customers behalf. We are VERY busy, and are not able to always get back to every customer in the time frame that they expect us to. We do make sure to get back to everyone as soon as we can, however. We have not forgotten or ignored this customer, nor do we intend to.

  Customer response

  06/17/2022

   
  Complaint: 17437666
  
  I am rejecting this response because:
  

  1. Repair shop is able to do work not covered by warranty as I paid for most of the services out of pocket after the shop had the ** for 2 months for 2 day's worth of work.

  2. The clogged tank was a RESULT of a leak at the drain valve on the tank. The shop did not clear the tank. The shop did not perform a leak test. The shop did not scope the tank after pumping. The shop did not do its job. If you fill a tank with liquid and solids and those liquids leak out how do you think the tank will drain and no get clogged? The shop incorrectly filed the work as a clog instead of a leak. The amount of liquid in the undercarriage was way more then what might have come out of a vent. The truck we had to pump the undercarriage took out over 40 gallons of liquid and there was still more they could not get to when we took it to the shop.

  3. It took less then a week for the company to come out and pump the tank. They didn't clear the tank, over half of the tank still contained waste. I had to flush the tank 4 times before it came out clear. The first flush only took about 15 gallons of a 42 gallon tank.

  4. After the pumping of the tank was completed there was not enough liquids in the tank to see a leak. If the shop would have flushed the tank and filled the tank to perform a leak test they would have found the underlying issue of a leaking valve.

  5. Initial contact with the shop clearly informed them that the tank was full and would not drain. They knew this three weeks before we dropped off the ** on 2/14. If the shop was not capable or prepared to drain the tank that should be another lack of preparation on the shop.

  6. I can not dictate how the shop is ran, but seeing as this was a failed repair the manager should have come out to see what the issue was if other techs could not come out due to shop commitments.

  7. It has taken weeks, not days to get replies at time and most of the correspondence has needed to be started by me the customer, not the shop.

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

  Business response

  06/22/2022

  It is correct that we are able to do repairs not covered under warranty. This was presented as a warranty repair, in which case we have to follow their procedures. If warranty is denied, as it was in this case, the customer is responsible for services rendered. 
  This customers tank was clearly clogged. We attempted to back flush to clear it, which was not effective. It had to be pumped in order to clear the clog. Per Steves conversation with Keystone RV warranty, Clogs are specifically not covered under the warranty. ***** gave the customer the contact information for the customer service department that was given to him. 
  *****, the owner, has been in contact with the customer in regards to employees being unavailable due to them being out sick and in short supply.
  Were very sorry that this has happened. We do have a claim for pre-authorization in with Keystone warranty currently on behalf of this customer. As of yesterday, this claim was approved and the repairs were completed where the customer resides. As previously stated, Keystone does not authorize or cover service calls. We did this as a goodwill gesture for the customer at no charge to check for issues that were not found while their unit was in the shop. Weve done our best to help this customer. Hopefully the customer is happy with the service we have provided, as we do strive for full customer satisfaction. 
  

  
  

  Customer response

  06/22/2022

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩