ComplaintsforWescraft RV & Truck, Collision & Painting

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept of 2021 we left our motorhome to be fixed. They ordered parts but they were slow getting here so we decided to go to AZ and get our motorhome fixed this year.We contacted them and they said to bring it in on July 13th. We told them we live in it but we're going to stay with some relatives. They said it would take approximately 3 1/2 wks.After 3 wks we called and were told they were ordering parts. After 3 1/2 weeks I called **** about 4 times. He never called me back! I then called and asked to speak to someone above ****. I talked to ****. He said other coaches were put ahead of us because they lived in them. We told **** we had told them we lived in it and they said 3 1/2 wks.approximately to fix our coach.We went to get coach to take somewhere else for another problem.Before we left we talked to ****. He knew we were mad. He said this was "on him". We asked if he had talked to **** about not calling us back. He said yes. We told **** that **** should pay our deductible. **** said we would talk about it.We took it back and they started work. One time we called and **** said to check back on Friday. We called only to find out he was on vacation! We talked to *****. He said some parts needed to be ordered!?!?!?. A few day later we asked for ****. He said he did not know about our coach. If it was *"in him" he should have checked on it when he came back from vacation.We came to pick up the coach. They jumped the house batteries and turned the coach around so we could hook up our jeep to it.***** said anything about signing papers or anything so we left.The bookkeeper called later to say we had not paid our deductible.Because of all the hassle they caused. Not calling us back. Ordering parts when they should have been done last year. We stayed with relatives too long. Did not get to spend half the summer at our property by the ocean.We feel we should not have to pay the deductible.

  Business response

  10/28/2022

   Wescraft has already waived the deductible of $1,000.00 for the inconvenience we caused in your repair process.

  I want to thank you for this post, without feedback such as this we cannot make improve our service and repair what does go not well as we would expect. It may be hard to hear but it is important for us to know.

  Our dedication to quality and to customer service dictates that we stand behind our repairs and as I said when I hand delivered to you in **** the finishing parts that did not arrive before your scheduled return to ********.... any time you wish to have those paint flaws repaired we are here for you.

  I apologize for our part of you are being inconvenienced.

  You can call me at any time.

  Again, Thank You for this opportunity.

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

  General Manager

  Wescraft RV

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

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sought out this company because my RV had been hit and I brought it in on an insurance claim. While dropping RV off I was introduced to ***** who I would be my point of contact regarding repairs. When dropping off I asked if its going to be safe over night on here lot for a long period of time? I also asked was it going to be somewhere where its going to be under something to protect it from rain? If it wasnt going to be under anything, I informed ***** that I had a RV tarp inside & that I specifically want to make sure it is covered so that damages dont get into the interior and cause more issues. ***** informed me it would be safe and that they would have it in a covered area. I later on found out that it was not in a covered area and RV was not safe on their lot because I had my Cadillac converter stolen and invited water damages from it not being coved. I called several times to speak with ***** or anyone for that matter that could give me information on my RV and where it is at in the repair process months went by without getting a call back or a voicemail of any sort, until July 27th when I called once again to see where repairs where at on my RV and I was told to hold the the manager needed to talk to me. ***** informed me that they were no further with the insurance company on getting my repairs done and also by the way your Cadillac converter was stolen. When I asked when it was stolen or when the police report was done he told me he had no idea but he could give me the police report number. I called ********************** to find out when report was filed a police report from west craft RV was filed April 16th my vehicle was dropped off April 7th, ********* failed to informed me that my Cadillac converter had been stolen until July 27th and that water damages have added up to ****, but I have to now pay $600 for something I tried to prevent from happening. I also know that the back end of RV never had no water damage bc it was inspected by Co.Canopy

  Business response

  09/28/2022

  9-28-22

   

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

  Wescraft appreciates your giving us the opportunity to find ************* regarding the  issues you have raised.

   

  Per our current conversations, Wescraft will reimburse the monies you paid us for replacing your stolen catalytic convertor. Not for any found fault, but because we were not timely in notifying you of the theft.  We understand that your insurance coverage had lapsed which is why you paid for this out of pocket.  The total Wescraft will reimburse you is what you paid, $1,770.95

   

  We will have a technician look at the cause of the dash heater /air conditioner to not fully blow out the dash vents. 

   

  When you are here, we will review the water intrusion issues.  What we saw when you originally dropped off your RV, what you knew to be of an issue, and what was found during our  non-related repairs.  We will show what  and how repairs were done and what wasnt done in regard to the water damages.

   

  We look forward to working with you to resolve these issues and answer your questions at our October 10, 2022, appointment.

   

  Our goal is to end with a satisfied customer who can recommend **********************.

  Sincerely,

  ***** @ Wescraft

  General Manager

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

   

  PS:  We thought we had responded earlier through the BBB website twice, but apparently, they did not go through.  Thank you for the opportunity to respond by e-mail.

*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. ↩