Complaints

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• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* referred us to service our camper van at this location for a replacement alternator by ********** after ***** power systems refused to warranty a merely 3 year old part that failed. Paying in advance ~$8,000, the part was shipped to Moix where it was modified to fit the Mercedes Sprinter but after install, determined not to be compatible. Months of phone calls were made prior to the decision to move forward with THIS SOLUTION as we were assured it would resolve the deficiency. It not only was not the correct resolution, but in order to retrieve our van, we are responsible for the labor costs of an additional $1,200 to Moix. Now nearly $10,000 out of pocket for NOTHING!! It is to be determined whether we will be reimbursed for any of this out-of-pocket cost, we have lost time and money and made no progress in a solution. There is no integrity on the behalf Moix for charging us labor, and I feel we should not be responsible after being assured by multi-collaboration of companies for a failed solution to an already costly system that failed shortly after purchase and without any warranty replacement which were part of the original purchase agreement. This is for the ********* ***** build and ***** power system, now with ********** proposed solution that is an ineffective remittee.

  Business Response

  Date: 10/01/2025

  After reviewing this situation, as a good will gesture, Moix RV will refund the customers the amounts paid for the following tickets listed below.  Please note though, the Moix RV ordered this specific alternator at the customer's direct request. The customer had worked with the manufacturer to determine the alternator needed.  Once the alternator arrived, after much discussion back and forth, the manufacturer instructed Moix RV to alter the bracket on the alternator to make it fit.  This was altered and installed.  After the installation, it was then determined by the manufacturer that it was in fact not the correct alternator.  Moix RV never diagnosed it or recommended this alternator.  The customer ordered the alternator directly though our parts department and then came to our service department to have it installed.  The alternator was returned to the manufacturer for credit, however to date, Moix RV has not received any credit or refund for it.  I felt I needed to explain the situation as the customer questioned our integrity in this situation.  I will have a check issued to the customer with the week for amounts listed below on the two referenced tickets.  

  1.  Parts Ticket#****** $5830.88 - Original Purchase Price of the Alternator

  2.  Service Work Order# **** $1282.57 - Additional Labor Not Covered by manufacturer