ComplaintsforTrotter's RV

• Initial Complaint

  12/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my RV to Trotter's RV to Store For A couple of Months and have some work done during this time, I wanted a Slide out adjusted and a new carburetor on my Onan generator. After 2 weeks I received a call saying the work was complete and said i would pay them when I picked it ** in a couple of weeks. They said they needed payment over the phone which I thought was kind of strange usually you pay on delivery? I went to pick it up and the battery's were unhooked, I had to reconnect them myself in the yard. After that I started the generator and it would not idle properly it kept surging, so they said they would look at it again. The next day i showed up and it was the same even under a load it surged. The shop supervisor said he lost his generator guy and could not find anyone that wanted to work. I grew ** in a family business and understood his problem. He said I could leave it And When he hired a new guy he would fix it. I could not do this and explained my son just got put on a ventilator with covid 19 back east and had no choice I had to leave. I proposed a solution he did not have a qualified mechanic and the generator was not running correctly and I could not wait so I told him I would pay for the parts and he refunded me the labor. The carburetor was $440.00 and the labor was $250.00 he refused and said he could not do it. I explained I still had to take it to a qualified shop with qualified mechanics and pay for the job to be done right and he still refused. He said It was running right and then they put it back into storage for three weeks and it was not running right because it was in storage for three weeks. I told him its been on your lot the whole time and ask him why he would not stand behind his work for three weeks. I ask him why he was not willing to meet me in the middle he just said he could not. I told him I was going to file with the BBB and then he offered to refund $65.00 I told him I would file with the BBB

  Business response

  12/28/2021

  As the supervisor, I personally verified the generator repair and that it was running smooth as it should and also under a full load. Service technician had inspected the slide out performing various adjustments and found that there wasnt much else that could be done to remedy the seal gap, at least not at our facility.  He spent over an hour on that item but the customer was only billed out .5 of an hour.  As the repair order was completed and going back into storage, AS PER CUSTOMER, we then called him for payment being as we are not in the market to sit on unpaid bills for long periods of time, cant afford it.  After 3 weeks of sitting in storage, customer came to pick up late in the day and tried his generator before leaving as we encourage ALL of our customers to do. The generator started right up but had a little **** and fluctuation to its rev but still maintained a heavy load running the roof air conditioner, three weeks of sitting shouldnt affect a new carburetor but I cant guarantee the customers new fuel or amount of stabilizer used.  At this time it was right before closing and I had asked him to leave it until the next day, we stand behind our work, the next morning the generator was started and ran under a full load again but could not get the fluctuation to level out, within the three weeks of storage time we had lost our generator tech. I had told the customer that I will stand behind the repair if he could leave it with me or come back after his trip, he had told me that he could not and that I need to refund him ALL of his money because the generator is not working AT ALL... see attached

  Customer response

  01/01/2022

  The response from ******************* supervisor contradicts him self 

  1. He states the generator ran smooth when when he checked it?

  2. He states we stand behind our work?

  But then he continues to blame it on 3 weeks of storage at my request,  and then he says it was the new fuel I put in the tank after I drain out the old stuff?  He just stated it ran smooth on the same fuel 3 weeks before???  

   

  The truth is he did offer to work on it if I brought it back why make other excuses?  I explained to him my son was in the *** on a ventilator from covid and I was not coming back I was moving, and I totally understood his problem losing his employee.  I ask him what could we do to remedy the problem? I proposed that I would pay for the carburetor and shop supply's and he refund the labor.  I thought that was fair we both had a problem and I felt that was a good way to meet in the middle.  I still have to take the ** to a qualified dealer to finish the repair right.

  HERE IS HIS CHANCE TO RESOLVE THE SITUATION ALL I AM ASKING FOR IS HE RETURNS THE LABOR COST AND I WILL BUY THE CARERATOR AND SHOP SUPPLYS.  THIS IS HIS CHANCE TO SHOW EVERYONE TROTTERS ** WILL ALSO DO WHAT IT TAKES TO TAKE CARE OF THIER CUSTOMERS. WORD OF MOUTH CAN MAKE OR BREAK A BUSNIESS 

   

  Business response

  01/03/2022

  After careful review of the situation, ****** (owner) at Trotter's RV has agreed to refund the labor of 1.5hrs ($187.50) that was put towards the generator repair as a good faith resolve. As he said, we stand behind our repairs and our customer service 100% and we want to peacefully resolve any issues in a way that is fair to all parties. Thank you.

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