ComplaintsforOakwood RV Resort

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/8/2023 - We checked into Oakwood RV Resort site 94, hooked up electric, water, and sewer - all systems were functioning properly. 1/9/2023 - Mid morning after I had showered we lost power. I checked fuses and breakers, did not find anything so went to the power supply to see if issue there. I found that my surge protector was shut down because of low power. I went down to the front desk to report issue. The receptionist said she would have **** (from the resort) come out and take a look. **** and I trouble shot and decided to bypass the surge protector and hooked up direct. **** indicated he would contact the person that had knowledge of the electrical hookup for follow up. 1/10/2023 - We started having intermittent problems with water heater that day.... worked then did not.... checked fuses, they were OK, reset anyway and started working. Later in the day it was not working, and could not get it to work. I finally decided that I was going to have it looked at. 1/11/2023 - I contacted ******************* from *******************. We got his name from the Oakwood ** facilities guideline paper they gave us when we checked in. ******************* wanted a picture of the water heater to insure he had parts for it, which I sent. He indicated he had another appointment and could be here in 2 hours... I agreed. ******************* identified the water heater had some corrosion which was being caused by the relief valve and created problems with the thermal cutoff. I agreed to replace. These are not labor intensive to replace. After replacement we still were not getting electricity to make the water heater function. Additional trouble shooting was done by ******************* including; checking the electrical source to back of water heater, main fuse box, and finally the main entry source to the ** for electricity. ******************* discovered that the 50 amp electrical source provided by Oakwood on site 94 was only putting out 50% of the 50 amps creating the problem of not providing adequate electricity to run the water heater. The last step in this process was to hook up my motor home to the electrical source of site 95 and a full 50 amps was being provided and the water heater function as it should. ******************* suggested I communicate to Oakwood management that site 94 was not providing 50 amps (only 50%) I went to the front desk and ask for management and was referred to ***. I shared the observations above and also indicated I should not be 100% financially responsible for identifying a site that is not providing the 50 amps I signed up for. He said he would like to discuss the situation with his wife and would get back to me. I thought this reasonable and agreed. 1/12/2023 - Mid morning I was walking my dog and meet ***. He told me that he called ******************* and that my repair was never about electricity it was about gas problems. I had not come to the same conclusions and we agreed that I would call ******************* and get clarification. I called ******************* and then walked out to share direct communication with ***. ***************** all he needed from ******************* to justify all repairs were my responsibility.... end of conversation and indicated he was too busy to share why he came to his conclusion regarding this issue. He had made his decision and that was it.... if I didn't like it I could " pack up and leave", which he encouraged and wanted an answer right away. I indicated I gave him time to discuss with his wife, he owed me the same courtesy. Late afternoon he approached me and asked what my decision was. I told ******** was not leaving, but I still felt I was not being treated fairly.Reasonable conclusions and observations: I spent 1/6/2023 and 1/7/2023 in ************* at *********************..... was hooked up with electric, water, and sewer.... all systems functioned properly. I hooked up to water, sewer, and electricity on 1/8/2023 at Oakwood in Fredericksburg and everything worked fine until the AM of 1/9/2023. What changed in the AM? Is it possible the lack of 100% electrical flow caused a situation? Why is there no accountability on Oakwood's part to insure any concerns regarding electrical source not passed on from shifts.... why was there a breakdown on communication from ****(from the resort) to ***... the explanation I received was **** had some personal problems that affected his performance.... why should this become an issue for me? Is it possible that had there been no issue with electrical disruption on 1/8/2023 or 1/9/2023 all electrical issues would not have occurred? I do not expect anyone to pay for maintenance or repairs on my motor home. But at the same time why should I have to spend a day and pay for a diagnosis on their electrical system problem on site 94. I was billed as follows for the work provided by ******************* from *******************: Service call $100.00 Labor 2 hours@$125 $250.00 Parts $77.50 Credit Card Usage $17.08 Tax $35.27 Total $479.85 The labor to install the two parts (relief valve and thermal cut off) were not labor intensive. The rest of the time was spent diagnosing why electricity was not reaching the water heater (water heater components, main fuse box, inverter... all within my coach and were NOT the problem) The problem was that the 50 amp source provided by Oakwood RV Resort was not providing 50 amps to my coach and the cause of adequate electricity not being available to the water heater. A disproportionate amount of time was spent diagnosing my coach for electrical deficiencies. Why should I incur a disproportionate expense for insuring 50 amps were being provided to my coach.... this is what I paid for. This is about fairness and reasonable expectations of service that should be provided to a customer. To shut down all dialog and conversation is not a constructive approach by Oakwood's management.

  Business response

  01/28/2023

  After reading the complaint, it is quickly evident that the complaint lacks factual information. The only necessary facts are very clear. The issues for which Mr. ******************* of ******************* were called were a result of poor maintenance. Specifically, the hot water heater, the appliance which was malfunctioning, had an ongoing water leak, which in turn caused damage to the internal electrical components. ************** replaced the leaking components as well as the electrical components that were malfunctioning. According to **************, he charged for the service call, the parts replaced and the labor for the time to diagnose and replace the parts. ************** made this very clear to both myself and the complainant during a phone conversation. There were no issues caused by the park, as checked by myself using diagnostic equipment and again verified by **************. The complainant had issues while using two different electrical pedestals, neither of which showed any issues before the complainant visited, nor after. The park is not responsible for routine repairs on a guest vehicle. This was discussed clearly with the complainant, which he reluctantly agreed to and continued to stay at the park for nearly a full week while still using both the electrical pedestals previously discussed with no issues. 

  Customer response

  02/02/2023

  Complaint: 18822420
  
  I am rejecting this response because:

  
  *** from Oakwood RV Resort skirts the issue that site 94's electrical pedestal was not putting out a full 50 amps and required repair by him. This started the problem with the water heater. The fix for the water heater was when we plugged into site 95 providing a full 50 amps, my water heater started working fixing the issue with the water heater. The replacement of the relief valve and thermal cut off did not fix the electrical problem with the water heater because even after they were replaced the water heater did not work. It wasn't until the problem of the electrical pedestal on site 94 was identified as not putting out a full 50 amps and we hooked up to site 95 and started receiving a full 50 amps. ******************* did not deal with any internal components on the water heater. Where did *** get his facts? I tried to get him to come and look at it, but he didn't have time. Maintenance was not 100% of the problem.... lack of the correct level of electricity was.

  I did not receive the same message from ******************* that *** did. As soon as we hooked up to the pedestal assigned to site 95 the electrical issue was corrected. ******************* suggested I report it to management  of the Oakwood RV Resort which I did. ******************* and *** must have a business relationship as *** felt comfortable to call ******************* and discuss the issue. I do feel this was an appropriate conversation as ******************* has risk of loosing his ad in the Oakwood RV Resort Brochure and not getting referrals.

  The bottom line is the electrical issue with the water heater occurred because the electrical hookup on site 94 was not putting out the required 50 amps.

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

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