ComplaintsforBig Bend Rv Supply And Service

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After contacting the owner *** about some warranty work we needed on our 2023 Travel Trailer, we dropped off our new travel trailer at his shop on May 15th. He stated that it would be quicker than doing a mobile repair visit. We drove 1.5 hours, *** took notes on the issues and said he would do the work. We sent over an email that included a long list of items, and photos. *** stated he was a Forest River Certified Warranty Repair Facility. *** stated he would work with Forest River, and submit the warranty claim. After a few weeks we checked in and he stated he repaired the leak, but stated he worked with the dealer and forest river on the other issues for approval. After 30 days we reached out, multiple times via call and text. *** never replied. No one at the shop returned our call. We continued for another week to try to contact *** and Big Bend RV Supply and Service, still no reply. We finally got ahold of someone and it was his daughter, who stated it was ready. *** then texted me he was on vacation and we could pick it up now. When we went to pick it up June 30th, *** was not there. 45 days of sitting at his service center. His daughter and another service person met us. I looked at the camper and realized none of the issues were fixed, including missing caps and simple repairs. They refused to provide me with any paperwork on what was done, I tried to contact *** who again never responded. I sent an email to the business and gave another opportunity to provide the documentation. No response. I contacted my Dealer and Forest River who both stated they never had any communication with *** and he NEVER sent any warranty claims or any communication with them. Our travel trailer sat for 45 days, we were falsely informed, and lied to. Big Bend RV Supply and Service is not Forest River Certified, they never worked with the dealer or Forest River, falsely claimed working with our warranty for approval, and continued to ignore all communications from us.

  Business response

  07/12/2023

  I am at a loss to see where this customer's complaint is. 

  The customer did not want to take the ** to the dealership due to the travel distance and asked if we could work with the manufacture warranty. We have a good track record with the mfg warranty and we could file a claim with them, if it was authorized by the ******************************** I explained this to the customer.

  there was not any warranty claim ever filed with any warranty company or dealership or manufacture for payment as the customer stated in this complaint. The customer was not charged any money for any service or parts or repairs. 

  I spoke to *************************** or *******************************; on the phone and explained to him, I had spoken to the manufacturer warranty department and 90 percent of the items on their list of concerns were not covered under a manufacturer warranty and i was unable to obtain any authorization to perform the repairs under warranty from the manufacturer and the few items that *** be covered under the *** warranty could be covered at the dealership only and only if the dealership would see fit to perform the repairs under warranty. I explained all this over the telephone. 

  the one items (Water Leak) that was addressed and repaired was caused by a rodent (Rat) chewing on plastic water line and was not covered under warranty. this repair was never charged to the customer as a courtesy. 

  So there was communication by telephone and text messages as stated by customer in complaint. Explanations and progress was given. 

   

  Customer response

  07/13/2023

  Complaint: 20292649
  
  I am rejecting this response because:

  If you read the claim, you may have actually saw the multiple complaints. 
  The fact that it took a BBB review for you to respond. Multiple calls, texts, and even a final email request. Weve been trying to contact you for the past month, your daughter was the only communication we had who would not answer any questions. A few days prior to sending this review I also sent an email as a final request. You once again did not respond.
  The dealer was in ****. Per any warranty work, you dont have to use the dealer, so I found some who claimed to be forest river certified. Which you happily stated and let us know all the things the warranty would cover. 
  As originally discussed the warranty claim was to be filed by you. As requested I sent you the list of issues and photos for you to process that claim. You never contacted the dealership or manufacturer. I even gave you their contact information. Why didnt you file the claim after telling us you would? 
  You had our camper for 45 days, yet 5 days in you told us that the leak was repaired and youre working on getting the other items approved. Including the heater. You did not contact anyone on that matter. 
  You had the list of 22 items, yet one was resolved. You held our camper for ******************************************************** warranty. You assured us you were able to fix most of the items other than some furnishing. Why was that work not complete? 
  The furnishing items you believe would not be covered was an opinion and not the facts. I contacted the dealer after picking up our camper. They stated that was a false claim and it would have been easily approved. The 90% of items you had an opinion on were never authorized because you never contacted the warranty department. A 2023 with rusted water heaters, rusted heater, and steps would have been covered. Missing caps, fresh water tank spraying water, and others would have been covered. 
  I sent the image of the water line that you claim was rodent damage, was described to me by two other repair facilities as false. They said that damage was most likely a hot piece of tooling touched it or it sat against it. It literally looks melted down to the small pinhole. A rodent would have shown bite marks and not a clean melted look. If it was rodent damage the per Forest River the dealers warranty department would have claimed that and approved the work as it was brand new. We also have insurance that would have covered that, but once again you failed to communicate that.
  
  
  You held our camper for 45 days with limited to no communication, yet only repaired one item and never worked to get the other work authorized. Our camper sat for over a month, we payed our payment and couldnt use our camper. We could have spent that time taking it to a qualified place and enjoyed our camper sooner. You failed to provide any paperwork or service tickets as requested. You failed to provide a summary of repairs so we know what was done. You failed to answer texts and calls. You failed to answer our email. You failed to provide any explanation. I look forward to once again asking for the explanations above which you continue to not answer. 

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

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