ComplaintsforMcClains Longhorn RV

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  McClains RV as a whole has essentially established monopolistic business practices regarding their service. We attempted to seek warranty service for a brand new 5th wheel purchased in AR, yet we live in the ********** metroplex. We were asked by 2 different McClains service centers if we purchased from them. When we indicated no, we were told 4 and 6 months before they would see us respectively. In my owner manual, for a dealership to sell and service ************ products, the dealership responsibility clearly states Service all ************ RV products. It does NOT state they will or are only obligated to service their own sale units and de-prioritize the rest of the population. Not going into another complaint, but the only other dealership in ************* that can service grand designs is Blue Compass. After their employees used our toilet while in service well never go back, therefore McClains is the only game in town. It simply is not reasonable or effective to have to drive nearly 400 miles one way to our dealer in AR, although for this warranty work we had no choice. McClains completes on sales by trying to have the best price, but in this case they could not beat our trade offer or sales price, and now we should expect to be penalized in their service department because they were not competitive on the sales side? Hardly feels fair, nor are they fulfilling their dealer responsibilities to service all ************ products!

  Business response

  01/02/2024

  We apologize that we have made you feel this way as it is not our intentions. We do honor the ************ manufacturer's warranty and will work on all ************s that need warranty work. That said, with ************ the selling dealer has to release and give permission for the ** they sold to be worked on under warranty by another dealer or mobile technician. Without this the other dealer will not be reimbursed for the work completed.

  We do prioritize our own customers who bought from us. We owe that to them before bringing in a customer who did not. You may disagree but we have a few good reasons for this. 

  First, as you have found with one of our competitors, Service from many dealers is lacking where we take a lot of pride in our service departments. We are not perfect, but we constantly strive to raise the parts and service experience for our customers. One way to do this is to give our own customers priority in the shop which reduces down time along with several other things that we do to keep our customers camping.  This has worked well and many ** dealers who truly care about the customers have been doing this as the industry grows on the repair side.  

  We will get you in one of our shops as our schedule allows. Another option is a mobile technician who has gone through the process to do ************ warranty repairs.

  Please email me at **************************************** and I will do what I can to expedite a repair where possible. Let me know what part of ************* works best for you. 

  Sincerely,

  *********************

  General Manager

  Customer response

  01/04/2024

  I am rejecting this response because:   While I appreciate ***************** explanation and willingness to try and work me in for warranty work, this does not solve the root issue at hand which is the fact they simply de-prioritize other ************ owners.  I don't have this issue with my ***** truck.  If I need GM service I go to a local GM dealership near me and get that service.  The ** industry is lacking in service because they either don't have the manpower to accommodate the service demand, or they don't have the retention to meet the demand.  We have received the same canned response of "We'll get you in for service in about 6-months" both on a prior owned ************ and this recent purchase.  This response received over the past 2 years (so coming out of COVID and now well past COVID).  In essence, it tells me that nothing in the industry and especially at ********* has changed to improve the service experience and boils down to the same monopolistic (or I'll even go so far to say Duopolistic) market approach given that Blue Compass is the only other authorized service center in the entire DFW metro area.

  As for the second point he makes regarding dealer to dealer release for warranty work, I clearly stated our ** was purchased in ********.  The ***** Franchise Law does not apply when the dealership which we purchased is not within the ***********, so ****************** comment about having to sign a release form is moot.

  I wanted to raise awareness with the BBB that this practice is real and from his comments ********* is unwavering in their practice to prioritize only their customers which forces one to essentially anti-competitive sales tactics just so one can use their service centers.  There prices are not competitive and this is why we chose to purchase outside the monopoly of ********* realm here in the DFW metroplex.

  It seems evident that McClains will not deviate from this policy, so the awareness is now out there with my complaint, and meantime will unfortunately be forced to travel outside the state for service or use a mobile technician for our needs.  ************ has also been made aware of this and I have voiced and documented my concern over the past 2 years on this subject.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see attached. I have asked McClain's RV for a copy of the final invoice, copy #3, by telephone several times, personal visits to the dealership twice and an email to finance manager Ms. **********. On all occasions I was denied. Prices for the options in question are very flexible as noted by the cost for the same objects throughout invoices one, two and three. Since I was not given invoice number three I can give only my memory of that value which is $4,724.00. I am asking for a return of $4,724.00 plus the present annual interest of 14.9% from January 1 2023 until December 31, 2023 of $703.88. Total is $5,427.88. This seems to be a rampant tactic in the RV industry when selling RVs to individuals. It should not be allowed to persist. These two items, tire sealy and body wax are not even applied by the dealership. It's an insurance product only. The product is only then applied to the RV as a remedy for damage and this is the only remedy the RV owner will receive. If spraying wax or tire sealer in or into the object doesn't repair it, that's all you get! I am asking for double remuneration $10,855.76 for the deceit and deceptive practices perpetrated on myself by McClain's Longhorn RV Superstore. I was at the dealership expecting honesty and integrity in a normal business transaction not purposeful deception and deceit. Best regards, ****** ** **** *** ********** *** ******** ** ***** ************

  Business response

  12/10/2023

  This entire narrative is false and a play for money not owed. 

  Every form and document on every product purchased during the transaction was read, signed by the customer, and copies given or lined out on a buyers order with the proper paperwork from the protection product servicing company. At one point two other managers had to explain the purpose of one of the forms as the customer was very thorough and questioned everything as a good consumer should. 

  Within one month of purchased he cancelled all products that could be cancelled, and the money was refunded. The product he references is applied during the wash process and a warranty is provided to those that purchase it thru a 3rd party vendor. This product is not cancellable as explained several times by multiple managers. We will gladly send copies of everything signed by the customer if needed but deny and wrongdoing or money owed. 

  Sincerely,

  Scott *****

  General Manager McClain's RV

  Customer response

  12/12/2023

  I am rejecting this response because:

  1. The item in contention is an extended warrantee for body and tire sealer. It is an "OPTION". How many times must I refuse this option before it is cancelled and my money returned? There is no evidence anything was applied to the body of the RV or the tires of the RV. Tire sealer would have been injected into the tire through the valve stem. There no evidence of this sticky liquid on any of the tire valves or valve stems. Also I took a tire and had it checked. No sealer was found in it.

  2. Secondly, the dealers refusal to give me a copy of the final invoice is a real mystery. What are they hiding? This option was included on all three interactions of the invoices. Each time I asked that it be removed and each time the finance officer simply renamed it and moved it to a new location. This dealership will do anything to up sell useless crap for extra profit. Every time on every invoice I had to repeat myself and ask Ms. ********* to remove it.

  *** ****

   

  Business response

  12/14/2023

  Rather than upload the customers personal information I will share the documentation that we have and why we stand by this complaint being false. I will gladly email the facts that we have.

  We have a copy of the buyers order with 5 protection products clearly listed and the price of each signed by Mr. ****. Separately we have the Extended Service Contract agreement (National RV) with price, term, and length of coverage signed by Mr. ****. We have the Tire and Wheel agreement (National RV) page with the price, term, and coverage signed by Mr. ****. We have the Roadside Assistance agreement (Saferide) with the price and term signed by Mr. ****. We have the National RV Care (EcoRV) with the price and term signed by Mr. ****. we have the RV Tire Sealant warranty (Multiseal) with the price, term, and coverage signed by Mr. ****. We have the Sales Waiver which clearly restates every protection product that Mr. **** agreed to purchase as well as the products that he declined, signed by Mr. ****. We have a sales menu which breaks down every product and coverages available and the protection chosen signed by Mr. ****.

  After Mr. **** left and had buyers remorse every product that could be cancelled and a refund issued was refunded. This is a case of buying something and then deciding to use accusations and the BBB to make a dealer look bad who did everything above board and has the documentation prove it. The same documentation that was given to Mr. ****.

  Please dismiss this complaint and we will email Mr. **** another set of copies of everything sated above. 

  Sincerely,

  Scott *****

  General Manager

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩