Complaints

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• Initial Complaint

  Date:07/08/2025

  Type:Billing 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.

  See atComplaint.  Hired Expert RV to do specific repairs on my
  Rv.  Gave them insurance estimate with
  specific instructions of the repairs to be done.  Expert RV shipped rv to another shop to have
  repairs done without my consent. Repairs were not done properly and created a
  unsafe vehicle operation.   Expert Rv refusing to reimburse me for having
  to have it repaired properly.
  Explanation of complaint:  On March 3, 2025 I had a set of 4 tires
  installed on our 14 Heartland rv at ****** in Lincoln, Ne.  On the way home I noticed that the trailer
  did not track correctly by swaying excessively.  At first I thought it was just getting used to new tires.  When I got home, I inspected the tires more
  and noticed that the right side of the springs were bent inwards and that the
  spring hangers were bent inwards.  This
  happened when the tire tech jacked up the one side of the rv on the spring
  connector. I contacted Costco and they set me up with their insurance company.
   ******** insurance company Alacrity, sent a
  adjuster out and took pictures and gave me a estimate.  They also issued me a check and I started to
  find a shop that could do the work.  This
  was on May 5th.
  The estimate was specifically
  made to correct the problem, straighten spring hangers and align axles.  I contacted Expert Rv Service and asked them
  specifically if they could do the work that was on the estimate and I was told
  that they could and had the right equipment.  I gave them a copy of the insurance estimate.  I was scheduled on Wednesday, May 7th,  and was told it would be done by
  Friday.  Friday came and wasn’t
  done.  I found out that they didn’t do
  the work, they had shipped it out to a Millers Tire in Grand Island which I did
  not authorized. 
  A week later on Friday, I was
  told it was ready after numerous phone calls.  When I picked it up, I inspected the work that was supposed to have been
  done and found that the spring hangers were still bent, and that they had changed
  one of the springs.  I showed Rick *****n
  (owner of expert rv) and he told me that his alignment shop assured him
  everything was correct and repaired.  You
  could see that the front axle and the rear axles were not aligned because on
  the right side the front tire was offset ½ inch from the rear, which I called
  to Mr. *****ns attention at the time of pick up. 
  I took the camper home, and it
  pulled worse that it did before they repaired it by swaying excessively.  I called Mr. *****n when I got home asking
  him the come and inspect their work and he refused and told me that it was all
  the they were going to do.
  I was told by 2 garages that it
  was unsafe to tow due to the mismatched springs, the bent spring hangers, along
  with the alignment of the tires.
  I told him that I wasn’t going to
  pay him with the insurance money that I got until the work was done.  He told me that he was going to take me to
  small claims court if I didn’t pay him by the following Friday.  I contacted the insurance company and told them
  what was happening and they told me to turn it into my insurance company.  Which as to date hasn’t happened.  I went ahead and paid them the $1102.00 that
  the insurance company gave me.  The
  original estimate from Expert RV was $800.00 which mysteriously disappeared.

  Business Response

  Date: 07/25/2025

  I am writing in response to the complaint letter we received
  concerning ******* *****  Mr C*** first
  contacted us on 4-14-25 about some tire repair he had done at a different shop
  in Lincoln.  He told me that they
  replaced some tires but bent the axle hangers. 
  He also informed me that he started an insurance claim and that they had
  put together an estimate of what they would pay for on the claim.  He forwarded me the estimate for us to
  review.  ( I have attached a copy of the
  Insurance estimate)   I informed Mr C***
  that they had both the labor hours and the labor rate different from our shop
  rates.  I also informed him that we would
  do the repairs, but would need to contact his insurance company for the updated
  hours and labor rates.  He provided me with
  the contact numbers, but his insurance company did not respond to my request(s).  At this time I informed Mr C*** that we would
  do the necessary repairs for the amount that his insurance company agreed to
  pay him, even thought it was different than our estimate.  That amount was $1102.00.
  When Mr C*** brought his camper to our location, we
  evaluated the axles, leaf springs, and the hangers.  I informed Mr C*** that the correct way to
  address his issue was to completely revamp his axles with all new leaf springs,
  u-bolts and shackels.  He stated that his
  insurance company was only going to pay to replace 2 leaf springs and to
  straighten the axle hangers, and that is the work he wanted perfomed.  (If you l*** at the work that he had done
  after it left our shop you will notice that they replaced all of the leaf
  springs as we had recommended)  We
  replace quite a few complete axles during the camping season.  We removed all of the tires and evaluated the spring
  hangers and decided it would need to be taken to an alignment shop that had the
  heavier equipment to straighten them properly. 
  We sublet different vendors with more specialized tools and equipment
  for better service to our customers, such as paint and body work, and axle alignments.  We t*** Mr C***s camper to Miller Tire
  Professionals here in Grand Island so that they could laser straighten his axle
  hangers.  (A Copy of their bill to us is
  enclosed)  They performed their work to
  straighten Mr C***s axles and we re-checked in when it came back to our
  shop.  Both shops confirmed that the work
  was performed to specifications.   Mr C*** came to pick up his camper and
  informed me that he left the insurance check and his personal checkb*** at
  home.  He asked me to trust him and let
  him take his camper, and that he would mail me the check.  He sh*** my hand, and I agreed.  I have learned over the years that when a
  customer takes his equipment without paying for it first, that they always
  start to find issues with it.  And that’s
  exactly what happened in this case. 
  In summary, we performed the work that Mr C***s insurance
  company authorized, and two different qualified shops confirmed the work.  As far as Expert RV is concerned, Mr C*** received
  the work that he requested and we have made no further warranties or
  guaranties. 
  
  **********
  
  **** ** ******
  ****** ** *** ******* ******
  ************

  Business Response

  Date: 08/05/2025

  Mr ***k received the work that was approved by his insurance company.  The work was performed correctly.  His dissatisfaction is in no way correlated to the job that was performed.  Expert RV

  Customer Answer

  Date: 08/18/2025

  In response to Expert RV’s reply. Mr. *****n only got 2 things that were true in his response, Mr. C**k and Expert RV. The fact that Mr. C**k did not receive the work that was approved by his insurance company, which is the reason for the complaints being filed. The work was not performed correctly, which created an unsafe operating situation which forced me to take it to a professional axle shop so my RV could be used (Mr. *****n refused to repair correctly at time I picked up RV. Note: I showed him at time of pick-up the spring hangers were not straight.) Mr. C**ks dissatisfaction is in every way correlated to the work performed. See previous correspondence complaint letter explained in plain English in detail. Mr. C**k

  Customer Answer

  Date: 08/19/2025

  I paid the 1st bill with the insurance money.  I paid the 2nd shop $1978.

  00  wh*** the insurance reimburst me for minis the $1100.00.  Thanks, R***