ComplaintsforRodfathers RV Body Shop

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an accident on June 30, 2023 in Amarillo & our insurance roadside service had our RV towed to Rodfathers. We came back home to Wisconsin and left our rv there. We were called in August & told it was repaired & our claim had been paid/ closed out so we rented a car & drove there w/our full needs disabled daughter & 2 year old granddaughter. I called when we arrived in Amarillo & was told to not show up until exactly 11 am; that we would not be allowed on property until then & if we arrived past 11:15 the rv would be locked up until the following week. We had to unload our rental car/children very quickly. I discovered the couch was still broken & my fiancé noticed several things & while I did get them to bolt the couch in place after an argument we were told “it’s been in other accidents “. We left, parked a couple miles away, took notes & called adjuster. He said he had seen pictures (not in person) & approved their work. I called our insurance claim agent and we agreed to meet an adjuster at our home in Wisconsin to go thru the very shoddy work from Rodfathers. I called Rodfathers to discuss prior to leaving Texas as we were told we had to be off their property so quickly & and was told she would not hear any of my complaints and she hung up on me. Not only did we pay Rodfathers our deductible, but we paid additional for new tires and they received almost $18,000 from our insurance. Plus we had to pay an additional amount of money to have it correctly repaired back in Wisconsin. I’ve never had a business be paid prior to an inspection of work. I’ve never had a business not go thru their work with a customer & I’ve never had a business talk over me as a a customer telling me “to shut my mouth before complaining “ & then be hung up on. They did tell my insurance agent however that we could bring our RV back and leave and they would look to see if they missed anything. They knew our circumstances w/our full needs daughter & granddaughter & they took advantage

  Business response

  12/11/2023

  I am truly sorry this customer is having issues; however, her issues are from prior claims damages done/or not done properly at another repair facility, according to customers’ own insurance company. It is possible the claims happened before this customer purchased this motorhome. I will address the issue from the customer regarding this complaint.

  The paperwork that detailed our policies/procedures was signed by the customer before her motorhome was ever towed to our shop and she was given a copy of those forms to take with her. Both the policies/procedures and pickup policies/procedures were thoroughly explained to her by the receptionist and there are signs about pickup appointment posted in the office so, when we were done with the repairs, the customer knew she was going to have an appointment time when she would pick up her motorhome.

  When the customer arrived at her scheduled pickup time (11 am) she was NOT told that she must get her vehicle and leave immediately. She was told to go look over the motorhome and if she had any questions, let us know. Again, she was not given a time limit as she has stated. She was given the 11 am appointment time because the next customer was not scheduled to pick up until 2 pm to give her plenty of time to look over her motorhome and transfer her stuff from the rental vehicle.  She was on our property looking at her vehicle and transferring her stuff for over an hour. So again, she was not rushed out of here. She was never told she would not be allowed on the property before her appointment or that we would lock up her vehicle until next week if she was late.

  As far as the couch is concerned, the customer called on 7/11/23 asking if we could check the couch to see if it was loose because she had an extra bolt in her pocket when she got home. We checked to see if the couch was loose, it was not. At no time prior to picking up did the customer call to ask or mention that she thought or wanted someone to pull the bed out of the couch to check it. The customer was not charged to look at the couch or to put a bolt in the couch and the insurance company did not pay for it either. There was no argument to look at the couch, as soon as she said it was the bed inside the couch, the owner went out and put a bolt in it. Again, we were only asked to see if the couch was loose, and it was not.
  After the owner put the bolt in the couch, he spent over 30 minutes going over the repairs with the customer’s fiancé while the customer was finishing in the office, when she was done in the office, she joined them. The owner answered every question both the fiancé and customer had. The fiancé did not like some of the answers because the things he was asking about had nothing to do with the actual blowout work we did, but prior damage according to the insurance company.

  Every call and person walking into our shop is logged and documented, the customer called our shop numerous times while her motorhome was here being repaired, she would be given status and she was told every time, once we got closer on the repairs, we would call her and get her pickup appointment set up. The customer picked up her vehicle on 8/25/23 and she did not call our shop again until 9/20/23. The customer did NOT call our shop before leaving Texas as she had stated. We did NOT know the customer had an issue at all, as a matter of fact, our receptionist called the customer on 8/30/23 because there was an issue with her check, the customer apologized for the check but never mentioned that there were any issues with her motorhome.

  So, when the customer called on 9/20/23 she did not ask for a manager or owner, she started yelling and repeating herself over and over to my employee that answered the phone about having to have an appointment and not being able to just show up when they got to town, she had her disabled daughter and granddaughter with her, she was rushed and didn’t look at her motorhome. She was yelling so loud I could hear her from my office with my door closed. I walked out of my office, and the customer was put on speaker phone, I attempted to talk to her, but she was yelling so loud, repeating the same thing over and over and talking so fast she could not hear me trying to talk to her. I repeatedly asked her to “stop yelling so we could have a conversation”, but apparently all she heard me say was stop talking. She did stop yelling for ½ a second to tell me she doesn’t like to be told to stop talking, but then she went back to yelling again about the same things as above. I will not put up with that kind of behavior or my employees being treated the way she was treating them. She gave me no other option, because she couldn’t hear me, but to hang up the phone. It could not or would not have been a productive conversation until the customer calmed down.

  We contacted the Insurance company, and they stated that the customer had called them several times yelling and left numerous messages with them as well. They also stated that they have sent adjustors out to the customer’s house on a couple of occasions to look at the issues that the customer was having. Every time the customer complains it is something different, so no one really knows what her exact issues were. Each time it was determined to be prior damage to the blow out that we repaired. We were told that the adjustors have stated there was nothing wrong with the work done on the blowout damage we repaired. After the phone call to our shop on 9/20/23, the customer called the insurance company again, and they agreed to send out adjusters and managers for the 3rd or 4th time. We were asked by the insurance company if the insurance determined there were issues with our work if we would be willing to repair them. We told the insurance company if they did find an issue with our actual work, send us photos, so we could compare to our photos and if there is truly something we did wrong with the blowout damage we repaired, the customer could bring the vehicle back and we would fix it. Because according to the paperwork the customer signed (see attached form), she would have to bring the vehicle back here for any warranty work on work we did or follow the procedure on paperwork if unable to come back to our shop. Again, the customer made no attempt to contact us prior to 9/20/23. Insurance determined the issues the customer was having had nothing to do with our work from the blow out, but prior damages. The insurance did pay for a few items that they missed pertaining to the blowout and possible items that had nothing to do with the blowout, but it had nothing to do with our repairs.

  We know that the insurance company has sent adjustors and management out to customers’ house at least three (3) or four (4) times. We do know that her insurance company has looked at the blowout repairs we did, and they said our work was done extremely well, that there are no issues with our repairs. Her insurance also informed her that there have been four/five claims on that motorhome for collision damage including a couple on the front cap.
  The original payment and 1st supplement payment was issued to our shop; however, they were not deposited until the customer picked up her vehicle on 8/25/23. The work was gone over with the fiancé thoroughly, he even asked questions. We only repaired what the insurance company said to repair, all the other issues customer is currently complaining about is/was prior damage according to customers insurance. Again, the insurance company has inspected our work in person on numerous different occasions and said there are no issues with our work.

  The customer is welcome to email me at ******************@yahoo.com. However, we have been advised due to the customers behavior on the phone on 9/20/23 and the false statements being made by the customer we are not to have any phone conversations with the customer.

  Again, I am sorry this customer is having issues, however there will be no billing adjustments or reimbursements at this time.

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