(BM) REFUSED TO COMPLETE REPAIRS ON A 2015 RV IN A TIMELY MANNER. TREATED WITH LACK OF RESPECT AND CUSTOMER SERVICE. THE WORK DONE WAS UNSATISFACTORY
WE PURCHASED A NEW 2015 THOR VEGAS #0241 FROM (BM) ON 2/10/2015. AFTER SIGNING OUR NAMES, WE STARTED HAVING PROBLEMS. WE STARTED OUR TRIP ACROSSED COUNTRY 0N 2/13 AND HAD PROBLEMS WITH THE REFRIGERATOR. CALLED (BM) ABOUT ISSUE, INADEQUATE SOLUTIONS WERE OFFERED. 2/14, WE NOTICED PROBLEMS WITH THE LOOSE CAB SEATS, ENTRANCE DOOR, CAB MONITOR, AND MORE. WE COULD NOT CANCEL THE TRIP, IT WAS PURCHASED PRIMARIALY FOR WORK, I WAS NOW UNDER CONTRACT. 2/23 THE HOUSING UNIT LOST ALL ELECTRIC. WE HAD NO HOT WATER,REFRIGERATOR,AIR CONDITIONING, AND NO WINDSHIELD WIPERS (AND IT WAS RAINING). CALLED (BM) TO REPORT PROBLEMS AND ASK FOR ASSISTANCE, WAS TOLD TO "PUT RAIN X ON WINDSHIELD, AND YOU SHOULD BE OK." CONTACT WAS MADE WITH THE MANUFACTURER AND WE RECEIVED THE RUN AROUND. WE WERE TOLD WHEN PURCHASING, AS A SALE FEATURE, ANY THOR DEALERSHIP COULD WORK ON THE UNIT IF WE HAD PROBLEMS. THIS WAS NOT TRUE, AS DEALERSHIPS HAVE THE OPTION TO DO WORK, AND WE WERE REPEATEDLY TURNED AWAY BEING THAT THE UNIT WAS UNDER MANUFACTURE WARRENTY. AT ONE POINT I WAS INSTRUCTED BY (BM) TO DO A SERIES OF MAINTENCE TASK, WALK THROUGHOUT THE UNIT SWITCHING ON AND OFF POWER SUPPLIES, GENERATOR, UNSCREW THE UNDERBED TO LOCATE TRANSFER SWITCHES, SO THAT I COULD"TAP IT." MY TIME WAS NOT RESPECTED AS I SPENT OVER 8 HOURS ON THE PHONE BETWEEN (BM) AND THOR, STILL W/O A SOLUTION AT THAT TIME. WE CONTINUIOUSLY HAD PROBLEMS FROM FEB-JUNE. ONCE I RETURNED HOME TO AL, I MADE AN APPT WITH *** ON 6/25 TO DROP OFF THE UNIT FOR BODY WORK AND MANFACTURER REPAIRS. I WAS MET BY ***** WHO TOOK NOTE OF MY EXTENSIVE LIST. I WAS TOLD I WOULD BE CONTACTED THE FOLLOWING MON. NEVER HEARD FROM ANYONE. I CALLED ON 6/30 AND WAS TOLD THAT MY UNIT WAS TAKEN TO ARDMORE TN, I WAS NEVER MADE AWARE THAT THE UNIT WOULD BE MOVED. FURTHERMORE THEY DROVE IT TO THAT LOCATION.I WAS TOLD THAT DAY THAT THE LONGEST PART OF REPAIRS WAS WAITING ON PARTS. I PATIENTLY WAITED FOR AN UPDATE, NONE WAS GIVEN. I CALLED THE ARDMORE OFFICE SEVERAL TIMES. I WAS ALWAYS GIVEN THE ANSWER THAT THEY WERE "WAITING ON PARTS, OR PARTS HAD BEEN ORDERED AND PER TRACKING WOULD BE HERE ON FRI OR MON." I WAS FINALLY ABLE TO SPEAK TO ***** ON 7/20 WHO TOLD ME THE UNIT SHOLUD BE COMPLETE BETWEEN 7/31-8/3. I CALLED FOR AN UPDATE ON 7/31 AND WAS TOLD THAT THEY WERE STILL WAITING ON PARTS. I CALLED ON 8/6 AND THE UNIT HAD BEEN MOVED TO HSV. WHEN DOING THE WALK THROUGH I WAS FLOORED BY THE QUALITY OF WORK OR LACK THERE OF, AND THE MESS THEY HAD MADE OF MY UNIT. SUCH AS, DIFFERENT COLOR PAINT USED IN SEVERAL AREAS, MISPLACEMENT OF THE DECAL, EXCESSIVE VISABLE CAULKING, DIFFERENT COLOR STRIPING, BASICALLY NONE OF THE WORK DONE ON THE INSIDE OF THE UNIT HAD BEEN DONE, AND MY KEYS COULD NOT BE FOUND! THIS WAS COMPLETELY UNACCEPTABLE FOR THE LENGTH OF TIME THAT THEY HAD;HAD THE UNIT. WE RETURNED TO (BM) 0N 8/7 TO TAKE PICTURES OF THE UNIT AND WAS FINALLY GIVEN SOME ATTENTION BY THE SUPERVISOR. HE AGGREED THINGS WERE NOT DONE CORRECTLY, AND STATED HE WOULD CALL US, AND GIVE AN UPDATE THE NEXT WEEK. ONCE AGAIN WE HAD BEEN THROWN INTO AN UP HILL BATTLE. NO ONE FROM THIS COMPANY EVER CALLS TO FOLLOW THROUGH! AGAIN I BEGAIN LEAVING MESSAGES. AT ONE PONIT I SPOKE TO THE OWNER, WHO SEEMINGLY BRUSHED US OFF. VOICEMAIL,AFTER MESSAGE, AFTER MESSAGE AND WE ARE STILL IN THIS RAT RACE, AND THEY STILL HAVE OUR UNIT. I FINALLY TALKED TO ***** 9/15 WHO STATED MOST EVERTHING HAD BEEN FIXED, AND IT WOULD BE BACK IN HSV ON 9/17 AND *** WOULD CALL ME. OF COURSE NO CALL WAS RECEIVED. I CALLED ON 9/18 AND WAS TOLD BY YET ANOTHER SERVICE REP THAT THE WRONG DECAL WAS RECEIVED AND IT WOULD HAVE TO BE REORDERED! I BRIEFLY SPOKE TO THE OWNER LETTING HIM KNOW OF MY DISATISFACTION. THIS HAS BEEN THE WORST EXPERIENCE I HAVE EVER HAD. IT HAS TRULY TAKEN THE JOY OUT OF BEING AN RV OWNER. NOT TO MENTION I HAVE LOST WAGES, AND IM PAYING MONTHLY FOR SOMETHING I CANT SEEM TO GET FIXED. I THOUGHT WE HAD AVOIDED THESE KINDS OF ISSUES WHEN WE PURCHASED BRAND NEW.
IN TERMS OF RESOLUTION, FOR STARTERS, BANKSTON MOTORHOMES NEEDS TO CONTACT US. THEY HAVE DEFINITLY DROPPED THE BALL SEVERAL TIMES AND AN APOOLGY IS IN ORDER. I WANT THE WORK DONE ON THE UNIT TO BE COMPLETED TO MY STANDARDS, AS THIS IS A BRAND NEW RV. FURTHERMORE I DO NOT WANT TO WAIT 3 MORE MONTHS TO HAVE THAT DONE. I HAVE SPOKE TO ***, *****, ********, AND ***** IN REGARDS TO THIS UNIT BEING PURCHASED AND USED FOR MY WORK, AND EACH HAVE ACKNOWLEGED THAT. I FEEL THAT IT IS COMPLETELY WITH IN REASON THAT WE ARE COMPENSATED IN SOME MANNER, AND WE ARE WILLING TO DISCUSS THAT WITH THE COMPANY.
The ********'s purchased a new 2015 Vegas on 2/10/2015. While away for an extended period of time in California, the ********'s had a couple of issues come up that involved the fridge and electrical system during the month of February. We addressed the issues the best that we could over the phone due to the fact that they were not in driving distance of any of our dealerships. The ********'s made direct contact with the manufacturer to which they felt that they were not given adequate answers. It is true that any authorized THOR dealership can service THOR products; however, it is not up to us to decide if and when they can complete the service due to the fact that most RV dealerships operate independently.
The ********'s returned from their trip and scheduled an appointment on 6/25 to take care of the remaining issues from their first trip, and also to fix body damage caused by the customer. It is true that the unit was moved to our Ardmore location due to the fact that any extensive body work is done at our Ardmore facility. As the ********'s mentioned, "I was told that day that the longest part of repairs was waiting on parts," and that is very true. Parts were ordered promptly after drop off and several calls were made to the manufacturer to speed up the shipment of numerous parts. Once the parts were received and the work was completed, the unit was transferred to our Huntsville dealership for pick-up about six weeks after the original drop off date. We acknowledge that our communication could have been better and we continue to work on making sure that our customers are well informed of the progress on their units through hiring a new service writer and changes in processes.
We parked the ********'s unit out front and welcomed them to look over the work completed. During the walk through, the ********'s made us aware that some of the work was not done to their satisfaction. We then agreed to fix the issues and took it back to Ardmore for repair. After the work was completed, we brought it back to Huntsville for the ********'s to review for the second time. It again was not up to their satisfaction so we once again agreed to make all efforts to fix the problems, and immediately pulled the ********'s unit into the shop to begin work. We reordered a decal and had one of our best techs begin work on taking care of any concerns with the work that the ********'s had. It is true that the wrong decals were received despite us providing detailed information to the manufacturer.
After the ********'s made us aware of concerns about the work completed, Mr. ******** was aware of the situation and held several meetings with the ******** in person and over the phone. He personally handled most of the communication and worked to make every attempt to insure that the ********'s left with a positive view of our dealership which he has done for over 45 years in business. The ********'s visited several times to review the work and each time Mr. ******** or our service manager accompanied them.
At this point, we await the ********'s return from a long term trip so that we can take care of the only remaining issue which is to replace a fender. Other than the fender, which we will install upon the ********'s return, to our knowledge we have completed all repairs to the ********'s satisfaction.