Complaints

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We have a warranty issue with our Rv which Tillamook Rv repair agreed to do. We have had a month log ordeal with them to get the part ordered to access the issue, to schedule the repair after thy received the part from warranty. they have had the part for almost 3 weeks they are now refusing to schedule and do the work promised. The owner and repair man himself told my husband that he hates doing these jobs and wishes he didn't have to. They are now also refusing to give us the part so we can try to have it repaired through someone else.

  Customer response

  10/26/2023

  We contacted warranty and they contacted the business. The business is refusing to do the work so warranty is making them give the part back and trying to help us get set up with another person to actually do the job. As far as the complaint I had originally said we want him to finish the work but now we want him to give the part to the new person that warranty wants to do the work. Right now he is still refusing. 

  Customer response

  11/06/2023

  The business owner known as stumpy called and threatened us on Wednesday morning after he found out we had reported him to you. He tried to blackmail us by saying we owe him money for work he did not preform and tried to charge way more that his listed rates. He actually flat out said it was because we reported him to you then he said he was not going to give the part to the new repair company as planned unless we paid him. My husband told him this was a warranty job. We confirmed with warranty that they pay for labor so if he felt like he needed to be paid he would have to submit the proper paperwork and warranty would pay id determined he was owed. He flat out refused to submit to warranty and said it is to come out of our pocket or he is not giving up the part snd he will *** us. I do believe warranty contacted him after we reported his threats and told him he had to send the part back to them. We are still waiting to hear on how that went. I dont know what you can do for us but if you can help us we could really use it. This guy is absolutely horrible. 

  Business response

  11/07/2023

  Customer owes $250.00 from invoice ***** for our tech to do a service
  call to their unit in Rockaway and the diagnostic fee (see attached).
  Once the $250 is paid for services rendered, we will release the cooling
  unit to ***************** from ****************** RV Repair and he will take
  over the repair from there.

  Customer response

  11/10/2023

   
  Complaint: 20784218
  
  I am rejecting this response because:
  This was a warranty job. This is a fake invoice that the business has created. There was never a scheduled approved service preformed. My husband *************************** went to his shop with a photo of the coolant leak. ****** ordered the part from warranty based on the photo. He never actually cane out and diagnosed the issue . Almost three weeks after that he called us said he wanted to come over snd get the refrigerator. We said no we did not want him to come .we were sleeping for our work shifts. He insisted and came anyway, my husband let him he took one look at the refrigerator said thats a big fridge, I cant take that and then walked out. My husband asked him if he wanted to look at the back since he was there and confirm the issue and check the control panel which was also out and stumpy walked around back, said he didnt have the tools he needed than he left. This was not a service call. This was not scheduled not approved by us, no invoice was made, shown or given. He did not come prepared with help to remove the fridge, did not bring his tools and did not preform any services to be paid for. Our warranty rep through Dometic agrees but ******* agreed to pay him anyway just to get the part back or released to ****. ****** told us and the warranty representative that he would not take money from them because we reported him to you, the better business beau, we now have to pay him this made up money out of our pocket . He is still refusing to take payment from warranty which was always the deal from the beginning. Warranty pays labor not us. So if he actually preformed labor they would pay. We have given all of this information to warranty. They will be doing what they need to do now. The business owner needs release the part to warranty as he is refusing to to the work or take payment from them as he is supposed to. Please let me know if you have any other questions.
  Sincerely,
  
  *********************************

  Customer response

  11/14/2023

  Good morning,

  My husband and I were just looking more closely at the invoice that was attached to this conversation. and my husband *************************** who has been doing most of the communication through warranty and the business wanted me to contact you and make sure you know this invoice they made was made was never shown to us. it says in the signature line where ***** would have signed, that it was verified by phone, and we just want to make sure that you know that is not true. We started this warranty claim for service in the beginning of October. We went into his shop and presented him with a picture of the coolant leak on my husband's phone which is date stamped. The owner diagnosed it from the picture on the spot in his shop. My husband also at that time told him about the broken control panel. The owner called warranty a day or two after based on that and asked to be sent the part for the job stating to warranty, he would do the work. He never came out to our home to do an official diagnosis on the refrigerator and control panel. ***** also wants me to make clear that the one time he came to our house it was unscheduled and not approved by us. we told him we did not want to him to come; we work nights and were sleeping for our shifts that night. He told ***** that he wanted to come get the refrigerator. He said if he didn't come then he wouldn't be able to come anytime soon. He came even though we said no, as he was in the area. when he showed up, he came alone with no help or tools to move a large refrigerator, and then my husband said Well, do you want to go out and look at the control panel and do the diagnosis and make sure and he said he did not have his tools. He was there only a few minutes and did not perform any services. He did not come prepared, did not diagnose anything and did not take the refrigerator. This is the only time he or his staff ever called us during this entire process. Once I made the report to BBB then he started calling from his person cell phone to yell at my husband for making the report and to threaten and blackmail him. ****** said directly to my husband after asking if we reported him and my husband said yes, that he was not going to charge us but now because we had he was going to charge us ****** and said that it would come out of our pocket and that he would not take it from warranty. He also said the same exact thing to our warranty representative in regard to why he would not take payment from them. This is retaliation for reporting him. This is not an actual amount owed, also the invoice is fraudulent as there was not phone call and we never approved it or were even shown it and it was made long after the diagnosis in the shop. This man is trying to claim services that were not preformed, he is trying to extort money from us when warranty is the one who would pay for services, but he is refusing to take it, he is trying to blackmail and use a warranty part to get the money from us therefore holding up our repair. and keeping a part that belongs to Dometic. He has made an invoice using fraudulent information in the signature line stating that it was approved by *************************** when it was not. We just wanted to make sure that we clarify this. 

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