ComplaintsforThe Camper Guy Mobile RV Repair

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Camper Guy came to the ** park to fix broken cables on my slide out. After working on it for several hours, finally left with it not repaired. Not only is it not repaired, but the process he used to fix it...adjust the cables, slide it out and in, adjust, slide, adjust, slide (many, many times)...broke the entire slide out mechanism, and now it needs to be replaced. Although he agreed to reduce the bill, the net result is that the slide out is not flush against the coach, I'm out $800, and to repair the damage he caused is going to be 25 hours of labor minimum plus parts at any reputable shop...$4,000-$5,000. I have reached out twice to **** alerting him to the issue and requesting that he respond to discuss potential solutions. He has not responded. **** seems like a nice guy, but he created some serious issues with my coach that will be a significant expense to repair. If more information is needed I can research bank records for the exact date of the transaction.

  Business response

  08/12/2024

  I believe this customer has us confused with another ********************** company with the same name from a different state.

  I have no record of this customer. Can he provide a date or an address of service? We are in ****************. I have no record of a customer by this name or phone number. I did try to contact the customer. No one answered and in box was full so I could not leave a message. He also mentioned "****. We have never had an employee by the name of ****. 

  We would be happy to make this right, if he was our customer. Please send some sort of verification.. An invoice. A date of service. Location of service.

   

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  My sincerest apologies.  I did my level best at the time to make sure I was communicating about the correct business   Im sorry for the false alarm and for wasting your time   Thank you for the quick response.

  BBB, please take whatever steps you can to remove this from the business record.

  Sincerely,
  
  *************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our slide motor burned out causing a fire. Kenny removed it and took it in order to ensure he could find a replacement that would fit. When he returned to complete another job he stated the price of a replacement and the labor costs which we could not afford at the time. He did not bring the motor with him and did not return the part and still holds it. We have requested the part be returned many times. Initially we were ensured it would be returned the next time Kenny was in our area. After months I inquired again and was told they would not return it unless we paid the shipping charge or drove to their location over an hour away. Now they stated the part will be thrown out if we did not come and pick it up. There is a question as to whether the motor was defective and caused the fire or not, we need it back to make that determination.Due to cancer treatment and other health problems we have not been able to make that drive to their shop. All we want is the part back as per is customary in repairs and initially promised.

  Business response

  03/14/2024

  We began servicing this customer in October of 2023. Two different campers with multiple is***s in both of them. We did remove many faulty parts and replaced them in both campers with one exception. (The gear motor customer is now referring to. ) Customer did not ask for any faulty parts to be left behind/ or returned. We disposed of them, as per usual with any and all unusable parts from every job.  When we quoted customer the price for **********************, she stated they were not able to afford that and she would be instead calling and filing a complaint with the manufacturer to get the cost covered. She asked us to send photos , a written statement and to have a phone conversation with manufacturer on her behalf. Which we did. The manufacturer determined it was not their fault but offered a parts discount and to ship part directly to her at no charge. We agreed to install the part at a discounted price. Customer states to us that she was not satisfied with that offer and would file a suit against the manufacturer. She then requested the removed/failed part be mailed back to her. I stated I would be happy to , if she paid for the shipping as it is heavy. In am email dated Nov 10th, she asked for our shops physical address as she wanted to come by and pick it up because she did not want to pay for the shipping. Then on Jan 13th , customer emailed again and said she would not be able to come to the shop as they have many medical appointments and can not find the time to pick up their part. I again offered to ship it. She threatened to *** us. I told her I would not continue a conversation while she is angry and threatening. but that I would hold on to her part for another 90 days before disposing of it. It still sits in our shop to this day. At any time during business hours it can be picked up.

  Customer response

  04/30/2024

   
  Complaint: 21428635
  
  I am rejecting this response because:

  See Attached
  
  Sincerely,
  
  ***************************

  Business response

  05/09/2024

  We did speak with ******* on your behalf and sent photos. They offered a discounted part price which you refused to accept , as you stated you felt ******* should be held responsible for the motor failure. There was no fire. There was ABSOLUTELY no evidence of a fire. There was a melted wire, and Im certain a burning smell. But you can see in the following photos, proof there was no fire.

  The $969.37 that this customer paid our business had zero to do with this issue. On Oct 30,23 we service two different camper. We waived the $160 mobile service fee as a charity gesture after hearing *************************** tell a horrific story of poor health, low income and not heat or water. On this date we replaced 2 recalled regulators and charged her zero labor. We did however charge her a total of $569.08 on that day to repair a furnace in 1 unit and a refer and electrical problems in the 2nd unit.

  We returned on 11/03/23 and once again waived the mobile service fee of $160 and repaired multiple water leaks in the Jayco unit. This bill totaling $400.29

  Not only were both service fees ($320) waived as a kind gesture but they were also given a 10% senior discount on both dates ($82.50). 

  As of today 05/09/24 the gear motor is still sitting at my shop and can be picked up anytime, as customer requested on Nov ********* and my offer to ship it still remains open.

  Below is proof of the statements i just made.

   

  Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  camperguywa/Sent
  
  
  Kenny Brockelman 
  From:*************************************
  To:************************
  
  Thu, Nov 16, 2023 at 3:09 PM
  
  
  Photos attached as requested per our phone call today.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sent from Yahoo Mail on Android
  
  On Thu, Nov 16, 2023 at 10:58 AM, EmailToCase
  <************************> wrote:
  
  Good afternoon ******, 
  
  Could you please reply to this email with photos of the motor from *****'s coach? 
  
  Thank you! 
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: EmailToCase [************************]
  Sent: 11/16/2023 1:50 PM
  To: *******************
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  Good afternoon *****, 
  
  Here is the dealer locator I had mentioned: ************************************
  
  Thank you
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: Grumpy ER [*******************]
  Sent: 11/13/2023 6:30 PM
  To: ************************
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  ************
  
  
  
  From: EmailToCase <************************>
  Sent: Monday, November 13, 2023 9:18 AM
  To: ******************* <*******************>
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  Good afternoon *****, 
  
  Would you happen to have a number I could call you on so  we can discuss this further?
  
  Thank you
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: Grumpy ER [*******************]
  Sent: 11/13/2023 11:46 AM
  To: ************************
  Subject: Re: [ref:!00Di00aIhw.!5005d029TOxc:ref] - Case #******* - Burned up slide motor replacement.
   
  Two years ago, about the time my husband nearly died, before his long semi-recovery, your slide motor burned out causing the wiring to burn out not only in the motor but at the control panel.  The fire department had to be called due to the massive smoke that filled the trailer to ensure our trailer and the forest didn't catch on fire.  Now I found that that motor which is dated to have been manufactured in 2018 was discontinued.  One would assume that it was discontinued for cause.  Yet, your company wants to sell me the replacement motor for over $800.00 taking no responsibility but more than willing to profit.  
  I have noted mine was not the only slide motor placed in 2019 Keystone trailers that burned up.  
  I would appreciate an explanation.
  
  ***************************
  
  
  
  From: ******* ******************** <********************************>
  Sent: Monday, November 6, 2023 10:35 AM
  To: ******************* <*******************>

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start of by saying i've used Kenny/****** and "The Camper Guy" multiple times with varying levels of satisfaction.Our job was verbally quoted 2k.... Ok, that really hurts but its a disgusting job and should be paid a premium. We even tipped the poor new guy who was receiving all the instructions from Kenny an extra 100 **** for being underneath trailer in those conditions.My total price paid came out to 3.4k! To make matters worse, it took over 30 DAYS to compete. A huge 1.4k price difference!Reviewing the four invoices and speaking with ****** via text about the huge disparity in quote difference, I was told that all quotes and estimates are written. Weird- I didn't receive a single written quote. I agreed to let this slide with ****** because the 2nd issue was bigger and needed addressed.2nd issue - On the third visit two gents (Not Kenny) came out and almost finished the job. I was told we needed a part and when they came back there was a half hour to hour of work TOPS.When they came back out with three people (Kenny included) I was not here and my girlfriend was handed a **** for ******. This is not an hour of work and not acceptable.All told, my job was quoted 2k and ended up at 3.4 k for a new black tank.I'm quoted an hour of work tops and handed a **** for 820.I spent the day yesterday attempting to communicate with ****** but got no where. I wish I could post the text communication. It's ridiculous and NOBODY should be taken advantage or treated this way.

  Business response

  03/30/2022

  The job we were hired for was to provide mobile service to replace a valve on an empty "black water" sewage tank on their ******* 5th wheel trailer. The customer sent us a copy of a reciept showing they had the tank emptied by a septic company. That was quoted $135 mobile service fee, $82.12 parts and 1/2 hour to 1 hour labor. This was scheduled for 02/15/22. 

  Upon inspection ,on 02/15 the tank had been collapsed and needed to be replaced. We did not provide the service we had been scheduled/hired for due to this new information and the change in situation due to our discovery upon inspection. On 02/15 they were charged for a mobile service fee and 2 hours of labor ( removing underbelly of the trailer, inspection and diagnosis of the complete problem and time spent cleaning up property with the customers,  and tax. We discussed their options about replacing the tank. We gave a verbal estimate on what it may cost for parts and labor and gave details about how we would preform this job. They decided to proceed.

  2 days later, on 02/17 we contacted and collected $641.06 which is the cost of the new tank, tax and shipping. The following day 02/18, when payment cleared the order of the parts were placed. Parts were ordered online from an out of state vendor and would take 7 to 10 business days minimum to receive,

  On 02/22 customer notified us they also were needing repairs on the refrigerator and asked to have that repair added to their return visit/repair.

  The parts arrived and we scheduled return visit to do the job for 03/05. Upon this return visit it was discovered that the customer had thrown away the plumbing pieces that had been removed and set aside to be reused. Technicians completed as much of the job as they could with the parts that were at the job site. Removed the tank, dumped the waste contents, cleaned the underbelly of all humane waste, installed cables for valves, capped of the tank and flushed out the water lines. Then had to stop this repair due to the missing parts disposed of by customer. Provided service to the refrigerator. Diagnosed problem, working on electricity but not propane.  The invoice for this visit was $1785.32 for parts and 5.5 hours of labor. We did not charge a mobile service fee of $135 and all parts were sold to customer at cost. This kindness/discount is our companies habit when we are trying to ease the burden of a very expensive repair. Discussed ordering/finding the plumbing parts thrown out by customer and a third visit to finalize this repair. Had the parts not been thrown out, job would have been completed on this day.

   

  The specialized plumbing parts, specific to his 5th wheel and the plumbing set up took some time to locate. We visited local hardware stores in 3 nearby cities in 2 different counties with no luck. Finalaly finding similar parts on line. Ordered and waited shipping. A final appointment was scheduled for 03/16.

  on 03/16 did not charge a mobile service fee of $135 which is normal practice. Technicians built together with newly purchased plumbing parts, the septic system and finished installation, and resecured the underbelly. Water was hooked up and ran thru the system and examined for leaks. None were found. The owner, Kenny, stopped by the job site to check on progress and inspect work being preformed by employees. Kenny also gave more time and diagnosis of the refrigerator. None of Kennys time was charged/invoiced to the customer. For this final invoice, parts were $103.19 (once again at cost with no markup) and labor of 2 techs for a total of 4.5 hours.  and tax totaling $820. Customer signed and paid.

  We were fair and honest with our invoicing. Customer was kept informed at each step, which I have written messages proving these details were discussed. Customer did make contact day after final completion and we discussed the invoices as he felt he had paid too much. We discussed each invoice and I asked where he felt the information was incorrect. Sadly he quickly became aggressive , telling me I was lucky he wasnt there in person, that he had served this country for 26 years and that I was slapping him in the face...etc. He became difficult to have a realistic, compromising converstaion with. Four times, in writing, I offered him a 2 hour labor refund of his last invoice. But made it clear this was not due to our misleading him or poor conduct, but as a discount to help ease the burden of this large unexpected expense. I explained had he not thrown away all the saved plumbing this job would have been completed 2 weeks earlier and $820 cheaper. He refused my offer of a 2 hour refund fund all  4 times. He just kept repeating that he would be checking his bank statement and that I better do the right thing or he would leave bad reviews and contact the BBB. 

  I do not feel there is a resolution that he would comprise on. As he stated so in his written communication to me. " NO> YOURE A THIEF! I AM NOT INTERESTED IN ANY OF YOUR DISCOUNTS. " 

   

  Customer response

  03/31/2022

  The Camper Guy quoted 2k for a job and charged 3.4k Quoted 1 hour of work on last visit and charged 820 only to be ask by ****** who quoted me 1 hour of work.The owner collapsed my black tank. We all heard it pop and fall. He blamed it on the septic company we called to pump out our tank a week prior. This is a nightmare that won't end.
  *************************

*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. ↩