ComplaintsforLakeside RV Sales LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for repairs that didn't completely get done. Paid for repairs caused from awning opening up while driving and getting ripped off the side of the travel trailer. Around $2800 and a year later I pick it up and the holes where the awning was pulled of the side was never repaired. Some places they put the new awning over the holes where the old one was instead of repairing it.

  Business response

  11/02/2023

  Mr. ******** bought a used camper, 2018 ********* ** ****, from Lakeside RV Sales 03/23/2022.
  
  He brought his camper into service, for the first time,  on 10/6/2022. We wrote him up at 4:02 pm. At this time the service was flooded with Covid units and repairs and was backed up for 10-12 weeks from all the issues that went along with that.
  
  Customer stated problems with his heat, freezer, oven pilot light, brake controller and his awning was ripped off the side of his camper. Awning is ripped off side of camper by the customers negligence. And wanted to know if we can repair it?
  
  Justin H*****, our Service Manager, called the customer on 1/13/23 and went over repairs and pricing. After finding out that the “ripped off awning” was not covered under his Extended Service Contract. He was told we could replace the awning but that the repair would leave holes in the sidewall that could be repaired at an additional cost-with a guess between $1000-$2000.00 And if he wanted to nail down the exact cost that we would have to get our fiberglass man to look at it. Mr. ********* was hesitant about replacing his awning, let alone fixing the holes in his fiberglass wall. Mr. ******** was already upset that the awning was not a covered repair and would cost him $2187.44 (+tax) and did not want to spend any more money on repairing the holes on the sidewall. He declined to repair the holes in the side but to fix the awning.
  
  Once Mr. ******** had decided to replace the awning, the decision was made to go with a LCI (Lippert) hardware and awning because we could get those parts faster, than the Dometic products (what was original equipment). We were trying to expedite parts to get his repairs done, in a more timely manner. The Dometic awning brand parts were what was on the camper to start with, but these parts, at this time of repair were very hard to get.
  
  Parts were ordered and replaced. Repairs had been completed since 5/17/23. Justin had many several attempts to call the customer and let him know he was completed and needed to pick up his camper. There was no response from Mr. ********, until we stated the we were going to start adding storage fees if we were not contacted back within 5 business days. Mr. ******** called and asked if he could make payments towards his balance. He had lost his job and had fallen on hard times. We agreed and allowed him to make payments towards his service bill. This is not our policy, nor any other dealers of any type have this policy, and we didn’t charge him any fees or charges to allow him to do this. We have bills to pay and our suppliers do not allow us to make payments on the parts that were installed on his camper. I believe Mr. ******** made 4 installments towards his balance before paying it off on 10/21/23. ($400, $1000, $1000 & $295.20). When he also came and finally picked up his camper, after being on our lot for 380 days. Our technician, Andrew D*****, helped Mr. ******** for over an hour, hooking up his camper and getting him on his way, that he was not charged for. His battery was dead and things happen when you let a camper sit with no attention or maintenance towards it. We do go out of our way to help our customers. I believe we went above and beyond to accommodate Mr. ******** and his unique situation.
  

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