Complaints

This profile includes complaints for Primeaux RV - Carencro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Primeaux RV - Carencro

  4715 NW Evangeline Thrwy Carencro, LA 70520

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  Primeaux RV - Carencro

  994 I -49 North Service Rd Sunset, LA 70584

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:10/11/2023

  Type:Customer Service 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.

  02/10/2023 and 4/12/20223
  Purchased camper 0m 07/03/2021, received camper from manufacturer Aug 2021.
  Paid $1,135.26 for service for 2/10/23
  The service was for leaks around the slide and the slide was sagging.
  Received a call that the leak was from a sagging seal around the slide. Never acknowledged the fact that the slide was sagging. Told us that the seal was not under warranty. Also had spot sealing maintenance done.
  Camper was picked up after service on 03/24/2023. I questioned again about the slide sagging and told that it was normal from bouncing on the roads. Paid my bill and left.
  Very beginning of April we had a heavy rain. Go check camper, water everywhere. Went to open the slide only to have more water come in, but when they closed the slide back in March, the slide sagged so much that it tore the linoleum and tore the facing at the base of the slide off. Call the service tech only to be told that "Yes, there is a manufacturing issue with the slides that they know about. Brought back in on 04/12/2023 to be repaired. Warranty paid for this.
  I tried for 3 months to get my money back for the first visit because the tech did not even entertain the sagging slide. Impossible to get calls back from supervisor or his boss at main location

  Business Response

  Date: 10/23/2023

  This customer purchased on 8/13/21. On 1/23/23 she called to
  schedule an appointment on 2/10/23 to have her unit looks at for water entering
  the slide room from the top of the camper when it is closed. On 2/10/23 when
  they dropped off we conducted our check in and it was noticed by the service
  writer back then ( Drake *******) that the customer was in need of maintenance
  on their unit. He showed them that the sealants along the exterior of the unit
  had multiple areas that needed to be sealed. The customer stated that they did
  not want to do anything yet with the camper until we figure out the leak.
  The customers complaint in regards to leak was stated as
  follows: C/S: SLIDE IS
  LEAKING DURING RAIN WHILE SLIDE IS CLOSED; STATES THERE WAS WATER DRIPPING FROM CEILING PANEL ABOVE SLIDE ROOM; STATED WHEN HE OPENED UNIT, WATER POOLED
  NEAR THE FRONT OF THE SLIDE ROOM ON THE UNIT FLOOR AND NEAR OVEN
  
  On 2/16/23 the unit was finished being diagnosed for the
  water leak and the spot seal was completed. The technician wrote his findings
  as such (02/16/2023 2:32
  PM  (Neal ******)
  Inspected
  the top bulb seal on the slide room. There is a dip in the wiper/bulb seal at
  the center point of the room.
  Will
  need to replace the wiper/bulb seal with new parts and make sure they are
  installed with no dip. Then the top of the seal will need to be cleaned and cap
  sealed. While looking at the room seal, found the roof gutter rails needs to be
  cleaned and resealed. This could let water in the unit.
  
  Now on 2/25/23 the advisor put a quote together for the
  customer for the top bulb seal and labor, then called the customer with the
  quote to repair the area. The advisor also explained that the bulb seal was
  coming detached from the unit as the sealant had separated from the metal,
  allowing water to go behind the seal and enter the camper.
  
  On 3/2/23 the customer called and approved the repairs per
  the quote given.
  
  On 3/17/23 The service manager was conducting a spot check
  on this unit and noticed all the voids in the sealant around the camper. The
  service manager Danny ********* personally called the customer and explained
  that it would be in their best interest to have the areas sealed up right away
  to avoid water intrusion. He also explained to the customer that this is the owners
  responsibility to walk around the unit to inspect their seals, sealant, and
  roof sealants and maintenance regularly. The customer approved the spot seal as
  they were present and showed these areas that were noticed at drop off.
  
  On 3/21/23 all work was completed and customer was notified.
  
  On3/24/23 customer picked the unit up and paid bill in full,
  $1135.26
  
  Now on 4/7/23 the customer called to let us know that the
  unit is leaking and that they found some water in it near the floor of the
  slide room. Also told us that the slide room facia dug into the linoleum and
  tore it, and that the facia fell off (This was a totally separate issue
  regarding the slide room) The customer scheduled to drop off on 4/12/23
  
  On 4/12/23 the customer dropped off and stated the
  following: SLIDE ROOM
  FLOOR HAS TORN THE LINO AND DAMAGED THE SLIDE FLOOR SKIRT; DUE TO SLIDE FLOOR
  DAMAGING LINO, SLIDE ROOM WOULD NOT FULLY CLOSE AND BULB SEAL WAS NOT
  COMPRESSED WHEN UNIT ARRIVED; CUSTOMER STATES DUE TO THIS ISSUE, THERE WAS
  WATER THROUGHOUT THE UNIT ON BOTH THE FRONT AND REAR SIDE OF SLIDE OUT AND HAS
  RAN INTO THE MASTER BEDROOM AS WELL AS TOWARDS CABINETRY TOWARDS REAR OF UNIT
  AND HAS BUCKLED DECOR PANEL DIRECTLY BEHIND SLIDE OUT; CUSTOMER STATES THIS
  SHOULD BE COVERED BY THE MANUFACTURER AS THIS WILL REQUIRE THE SLIDE FLOOR
  RETRO KIT TO BE INSTALLED
  
  On 4/19/23 the technician wrote as follows: 04/19/2023 2:46
  PM  (Karl *********)
  Due to design of slide room travel of room tilts forward
  during retraction causing front edge of slide room skirting to dig into
  linoleum causing tear in linoleum in high traffic area. During inspection it
  was also indicated that H column is coming unattached from sidewall. Gear racks
  appear normal.  Manufacturer has acknowledged previously that retro adaptation
  of slide room skirting be installed. Slide room H column will require
  resecuring to sidewall. Linoleum will require replacement. Pantry cabinet
  bottom has buckled and bowed due to water entry. No permanent damage to wood
  paneling. Cabinet side paneling will be removed, trimmed slightly, and
  reattached. Cabinet corner stile is swollen and will require removal and
  replacement.
  
  Removed and disassemble pantry corner stile and install
  replacement. Labor estimate 2.0hrs
  
  Existing slide room skirting removed. Retro kit fabricated
  and installed. Labor estimate 3.0hrs
  
  All trim along floor in living/kitchen area removed. Entry
  door steps removed. Linoleum cut and removed. Replacement linoleum cut and
  installed. Floor trim installed. Thresholds cut/fit and installed. Entry door
  steps reinstalled. Labor estimate 16.0hrs
  
  H columns will require resecuring to sidewall. Both sides.
  Sealant removed and cleaned. Sidewall H columns sealed.
  This will be accomplished with retrofit bracket kit Labor
  estimate 1.5hrs
  
  On 4/22/23 we finished diagnosing the unit and the customer
  was notified of our findings.
  On 4/24/23 it was noted that this unit was 1year and 5
  months old, and was pending warranty approval from the manufacturer.
  On 4/28/23 customer was notified that the manufacturer
  approved the repairs for the linoleum, and to fit a retro kit on the sagging
  slide room floor to strengthen it up and prevent sagging in the future.
  On 6/19/23 All work was completed, customer was notified,
  and scheduled pick up.
  
  Weeks later Mrs. ****** began calling stating that she
  wanted a refund for the bulb seal work that was completed back in March 2023,
  because she felt that she should have not had to pay for that work due to what
  happened to the slide room on the latest repair order. The service manager
  explained that these were 2 different issues and that the leak back in March
  was due to lack of sealant and is the responsibility of the camper owner as
  general maintenance. The sagging slide room floor does not have anything to do
  with the water leak from March. The water that was found the 2nd go
  round was from the customers A/C freezing up and was fixed as follows:
  Customer complaint: WATER WAS FOUND PUDDLED DIRECTLY BENEATH THE LIVING AREA
  A/C UNIT WHILE THE SLIDE ROOM WAS OUT; UPON INSPECTION ON SERVICE DRIVE,
  ADVISOR FOUND SIGNS OF WATER ON FILTERS, LEFT FILTERS OFF OF UNIT FOR TECH
  INSPECTION
  Technician Findings: 04/19/2023 2:55 PM  (Karl *********)
  Coleman
  A/C
  *********
  *********
  
  Removed
  ADB from ceiling. Inspected ducts, separation of intake and discharge, freeze
  sensor location etc. All normal. Inspected 4 mounting bolts. 2 bolts extremely
  loose. Tightened all bolts to proper torque. Allowed air conditioner to operate
  for several hours. No leak from condensation. With lack of information from
  customer as to conditions when leak occurred most likely issue related to loose
  mounting bolts.
  
  Mrs. ****** would not accept this answer and called every
  day for 2 months to argue about her refund, and then was finally told by the
  service manager to cease with the calls as this was now harassment. Mrs. ******
  then stated that this was not over, and hung up.
  Since that conversation all was quiet until Last
  week when the service manager was given a message to call Mrs. ****** with the
  message (he knows what I want) The service manager did not call her
  back.

  At this time, Primeaux RV feels like we have been transparent and fair with the customer.  She paid for routine maintenance items as many of our customers do, and is wanting us to refund her for those services after agreeing to pay them.  Those services are not related to the warranty work performed (goodwill paid by the manufacturer outside of warranty).