ComplaintsforHi-Way Campers, Inc.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have annual maintenance ( inspect bearings, inspect brakes -replace as necessary, replace water heater rod, inspect roof, safety inspection) performed regularly, Since the RV is my home I budget for a week of meals and hotel stay with the maintenance For years I had this done by ******* *V in ********. With the closing of Freedom I made the decision to shift to Hi-way Campers in Plainfield.  After performing the maintenance and returning the trailer I went to **** ***** ** ******* **. On arrival there I noticed two bearing grease caps had come off and caused my to lose the center cap snap-one on those wheels. I called Hi-way and they requested I bring the trailer back. On the return trip a bearing on a third wheel completely failed  ( fortunately no serious damage resulted but ruined a center cap). Hi-way replaced the front axel and said they would inspect and lube the bearings on the rear axel again. After 24 days ( hotel and meals at my expense) the trailer was returned to me. The ruined center cap and two snap-one were not replaced. On the trip to MA the only wheel that had not been affected had a grease cap come of losing the only snap-on I had left. Bob from Hi-way contacted me after my complaint to them and said if I brought it back they would reinstall the grease cap and that I should not worry about the cosmetic parts they did not have. Though they had plenty of time to order them Having no faith in their ability I brought the RV to Rousseau’s in Lakeville, MA to have the bearings inspected and lubed and verify the front axel work. They found the brakes on the rear axel failed ( good thing I didn’t haul it back to **) and had to remove the whole drum assembly (backing plate and everything) to get them off. Since the initial visit it has cost me: $407.57 Rousseau’s work $2545.64 in hotels stay $814.64 in meals Not to mention twice returning the trailer in an unsafe condition.

  Business response

  08/03/2022

  We are deeply sorry that Mr. ******** was not satisfied with our service. We always try to do right by our customers and safety is a main priority. We have issued a check for Mr. ******** in the amount of $405.57 for his troubles of going to another service center to fix the failed parts. In the repair service industry there are rare occasions where parts or mechanisms fail beyond the customer or repair centers control, unfortunately that is what happened here. We hope that Mr. ******** will give us another try in the future as we always try to pride ourselves on quality customer service.

  Customer response

  08/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: while the reimbursement for my expenses is appreciated it does not change that my RV was returned in an unsafe condition not once but on two consecutive visits. I was assured that the rear axel had been checked and the bearings relubricated. Work by the second dealer revealed that they had not and that the brake issue, very likely was the result of the initial visit. Not making the effort to replace the cosmetic damage just added insult to injury. If this business continues to receive a BBB recommendation you are doing a disservice to the people of eastern CT.  You no longer need to include me in any correspondence. The ball is in BBB’s court as to how you continue to rate Hi-Way campers. Thank you for the effort you have put forth.
  
  Sincerely,
  
  ****** ********

*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. ↩