Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2022

  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.

  Before I purchased my motor home from **** I asked multiple people about the ******** ******** warranty. Everyone at the dealership whom I asked stated it is a 5 yr 100k mile warranty that starts when the vehicle is purchased by the first customer AFTER its conversion. They also said any vehicle completed after July is eligible to be categorised as next years model. Based on this information I received from at least 4 different people including one manager, I thought I had factory warranty until at least July **** for a 2021 American Patriot. I did not discover until after I purchased the vehicle that NONE of this information is correct. To my surprise, I found out from ******** that the warranty will expire in January 2023. ** fact the factory warranty for ******** ******** vans is and has always been 3y and 36k miles. ** addition, the warranty starts when the vehicle is purchased by the first customer or a year after its purchased by the dealership, whichever comes first. Since I was given the wrong information, I went to the dealership asking them to purchase an extended warranty for my vehicle to cover it until July ****, but they refused. They even refused to negotiate with some other form of compensation for their incorrect information. On top of that, I was in the process of getting a loan with the ************* **** wheeled and dealed to have me finance with their agent promising the same terms. During signing the contract I was again surprised they had written a 20 year term when I had asked for a 5 year term. When I asked the finance agent about this, he said it would be the same finance charge if I just paid it off sooner. Again, NONE of this information is correct. I received my first bill and found a $333 finance charge out of the $451 payment

  Business Response

  Date: 01/11/2023

  Dennis Dillon RV apologizes for overlooking this complaint. It has spoken with the team members involved in this customer's transaction and confirmed that it provided the customer correct information. 2019 ******** **** Diesel Sprinters have a 5 year/100,000 mile powertrain warranty. **** understood the customer's question to be about the powertrain, as the ** upfit warranty is provided by the ** manufacturer. **** does not have a record of the customer asking for a 5 year loan term. It discussed interest rates with the customer. The customer told **** that she would be interested in financing through one of ****'s indirect lenders if **** could secure financing at ****%. **** secured the customer a ****% rate. Further, the financing is simple interest, not compound. Thus, if the customer calculates a payment amount for the same financed amount at ****%, but with a 60 month payoff, and pays that amount each month, she will not incur any more interest charges than if the financing were originally written at 60 months. **** apologizes for any miscommunication. It will use this complaint as an opportunity to remind its team members that they must carefully listen to each customer's questions and concerns and provide answers that directly address those questions and concerns. 

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18524621
  
  I am rejecting this response because:
  
  I did not see the message you sent on 1/11/23.  **** took a month to respond to my complaint, but you only gave me a week.
  
  
  Nothing in their response is correct.  ************ ******** warranty is 3y/36k miles.  You may confirm with ******** if youd like.  I challenged them to put their money where their mouth is an purchase a warranty for my vehicle until May ****, but they refused although they said multiple times the warranty is 5y/100k.  Since they keep insisting on deceiving customers, they should pay for that warranty.
  
  
  With regard to the loan, the information in their response is also incorrect.  After seeing a $333 finance charge on my first payment of $451, I went back to the bank I was originally going to finance with.  They were going to give me a 4.5% rate for 4 years.  The rate for 5 years was a little higher at 5.0%.  When **** offered me 4.5% for 5years, I went with them.  At the time of signing the paperwork, I noticed the 20 year loan and told the agent I hadnt agreed to that.  He misled me into believing I just needed to pay the same amount every month and would not accrue any additional finance charges.  Not true.  When I went back to my bank I got a 5.5% finance rate, higher than the original one, with a $178 per month finance charge.  Even at the higher rate, this is still less than 1/2 of the finance charge from ****.  
  
  They should purchase me an extended warranty on my vehicle and pay me the difference between the two finance rates if they are actually interested in being a reputable establishment.  Its not okay to repeatedly mislead customers.
  
  ********************;
  

  
  

   

• Initial Complaint

  Date:12/01/2022

  Type:Product 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.

  On 9-29-2022 I was charged $1,016.84 at Dennis Dillon RV for parts and labor on a camper awning. Invoice number 5540357.The awing malfunction required the awning to be hand-rolled back into position before bringing the camper in for service.I was told the awning was forced back up by manually rolling the awning in the wrong direction. This caused the arm to bend and the release lever to be jammed. Additionally, the end cap needed to be replaced.I was suspicious of their narrative. First, the release lever malfunctioned before manual rolling. That is why it had to be manually rolled. Their statement was backward. Second, hand rolling one way or the other doesnt cause damage, so asked for the return of the old parts and a copy of the invoice. They said the invoice was not available and he could only locate the awning arm. The end cap was not found but they would search for it. I took possession of the original awning arm.I emailed **** on October 2,3, and 19th requesting the end cap and invoice. On October 26, 2022, when speaking with them at the service desk I was told they charged for work that was never completed. They refunded $214.34 for the end cap that was not installed. However, **** did not completely clean up the invoice. The copy I received still shows replace arm, end cap, and re-tension springs 2.5 hours labor. **** is charging for work not performed! Im paying for end cap-related labor they didnt complete.**** said the awning arm was replaced because of a bend. After a thorough examination of the awning arm, which I still have in my possession, there is no bend. There was no reason to replace the awning arm except for the Rive-nut damage caused by DDRVs technician. On 12-1-2022 I requested from DDRVs manager a full refund for parts and labor on work never performed. Also, replacing parts damaged by ****. They refused to refund the balance of $802.50. I am requesting that **** refund $802.50.

  Business Response

  Date: 12/07/2022

  Dennis Dillon RV, LLC, denies the customer's representation of events. It has attempted several times to work out an arrangement with this customer as a good will effort. The customer had declined. Because this matter is expected to become a legal issue, Dennis Dillon RV, LLC, is unable to further comment at this time.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18493149
  
  I am rejecting this response because:

  I only expect to pay for work received and parts that were my responsibility. 

  Attached are photos of the awning arm reported bent, needing replacement. Also RIVE-NUT damage from the technician. 

  Regards,
  
  *********************

  Business Response

  Date: 12/14/2022

  Dennis Dillon RV has attempted to resolve this matter directly with the customer. Due to actions taken by the customer, as ********************** noted in its prior response, this has become a legal matter. Dennis Dillon RV, therefore, is unable to further comment at this time.

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18493149
  
  I am rejecting this response.
  
  Regards,
  
  *********************