ComplaintsforMyers RV Center, Inc.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 2022 we purchased a 2017 Winnebago Paseo from Myers. During our vehicle checkout the Cummins generator smoked excessively. The sales staff said do not worry as they would cover the cost to repair if we closed the deal. We did so and drove home to Colorado. We immediately tried to contact the local Cummins service center, but they never answered the phone or replied to messages. We later found they were short staffed for months and were not responding to most requests. We found a local certified Cummins technician. He stated that he believed that excessively overfilled the oil reservoir, causing the oil and at that time most of the smoke had dissipated. But, a couple weeks later the generator failed to start at all and would never start. We continued to try to contact the Cummins service center with no luck. So we took the RV to ******* ***** who removed the generator replaced the fouled carburetor and spark plug, and removed the excessive oil. They also had to replace the batteries that Myers had assured us were in full working order (Myers agreed) to be able to try to start the generator. But the generator would still not start and they did not have the diagnostic equipment to go further. ******* ***** took several months to do this and other work. We called Cummins again in April and was finally able to get an appointment. They found and fixed the problem. We kept Myers aware of our progress at every step. But when we asked for reimbursement they complained that the generator had to be removed/reinstalled twice and paid only $3,731.93 of the $6,329.39 we spent on the generator repairs and battery replacement, shorting us $2,597.46.

  Business response

  09/07/2023

  Mr. and Mrs. *****,

  I am sorry that you had to go through all the hassle of getting your generator operating properly, that was not our intention. I am glad that it is now repaired and that we also took care of replacing the batteries at no charge to you. We specifically instructed you to go to a ************ service center to have the generator looked at, and we paid for that repair as agreed. Unfortunately the coach was taken to ******* ***** where they proceeded to throw parts at the problem in hopes of figuring it out. That is not the correct way to diagnose a generator issue. Had you taken it to ************ to begin with we could have made the determination to fix or replace the generator. Per the "We Owe" we were to fix the generator if the issue persisted, ************ did that and we paid the bill.

  Customer response

  09/14/2023

  Complaint: ********
  
  I am rejecting this response because: Please provide us with evidence that we were told that we would only be reimbursed for service by ************. We have no recollection that that was required, but was only suggested as our best option. As we recall, you recommended we could take it to a non-Cummins service center in Colorado Springs, which is part of the ***** ** network, but that is about 90 miles away. We did keep Myers informed of our progress along the way, including that we could not make contact with our local ************ service center as they did not answer their phone or return our calls of several weeks or months. Never did they object to us taking it to ******** ***** when we told them of that decision. At ******* ***** they did find that the carburetor was fouled so badly it had to be replaced, which we believe that Cummins would have done as well.
  
  
  
  Regards,
  
  ****** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  09/20/2023

  Mr. and Mrs. *****,

  I think it is clear that you were instructed to go to ************ for repairs though it is not in writing. ******* ***** spent a lot of time and money trying to fix your generator without accomplishing the task. It appears that ******* ***** replaced the spark plug yet the spark plug needed to be replaced at Cummins again? Did they in fact replace it? Were the repairs at ******* **** needed or did they cause further issues with the generator? Once Cummins took over they easily pulled a fault code 4 over crank with no spark from the coil pack or plug. In addition if ******* ***** were competent to repair to fix the issue, the generator wouldn't  have to be pulled twice, since that labor is the bulk of both bills.

  The reason we said it would be ok to take the van to the ***** ** dealer in Colorado Springs is because we know them personally and trust that they would not take advantage of us or you.

  I am truly sorry that ******* ***** didn't fix the problem, did you ask them to refund you for a least a portion of the repair they did since the coil and plug needed to be replaced by Cummins? Furthermore, we paid for replacing the batteries for you at no extra charge or obligation and without the ability to verify that the batteries needed to in fact be replaced. That was not owed in any way and we consider that a good faith customer accommodation. We went above and beyond with agreeing to replace the batteries.

  Customer response

  09/22/2023

  Complaint: ********
  
  I am rejecting this response because:

  You were informed all along the way in via both text, phone calls and email about the problems of not being able to contact the local Cummins service shop. You were also informed of the decision to go to ******* ***** and replied with no objection. See the attached email chains. It was your suggestion to have the shop load test the batteries. See attached Paseo Email Chain .pdf on September 8, 2022. that was from you. Before we purchased the Paseo, we were assured the batteries were in good shape, but we found otherwise. As I stated, they could not even keep the refrigerator cool overnight before running out before the next morning. They tested bad, and ******* ***** found
  they did not hold enough charge to be able to start the generator by the time they got to that. You can see that in the email chain.

  As you should remember I tried to contact Cummins and Cummins service shops in my area with no luck. That is why I eventually went to ******* *****. You can see evidence of that in the same email chain on January 26, 2023. As it states, local shop had staffing issues and they are not answering the phone or returning messages for months. But prior to that same email chain shows me informing you on November 22, 2022 of the ******* ***** estimate. No objections were received from you or anyone else from Myers. In fact I kept you informed all along the way about what was happening, but there were no objections about going to ******* *****. It was you who directed what projects should be reimbursed through the warranty program, such as the holding tank valve and water line leak. But nothing about having ******* ***** work on the generator. The only time there were objections was your June 29, 2023 email where "**** has declined any further participation on the generator repairs." That's only after the work was done.

  Yes Cummins also replaced the spark plug again after I told them it was just replaced. So even Cummins makes mistakes. You question if Cummins in fact replace it? So now you are questioning the word of Cummins too? Fault code 4 is just overcrank. I talked to the service person who said that code just means it is taking too long to start. That's the same thing that both ******* ***** and I knew, and why we brought it in for service. So it told Cummins nothing and they just had to start replacing parts; and that's the Cummins shop. I had let you know that ******* ***** could have started replacing part too, but decided to take it to Cummins, and heard no objection to taking it to another shop. On the ******* ***** invoice, it states found the carburetor fouled with oil and it needed to be replaced. But you chose to ignore that diagnosis or pay for that service.

  This started because the Myers shop grossly overfilled the generator oil reservoir when your technician changed the oil. No wonder it was fouled with oil, and that the generator smoked so badly when it ran that it created a smoke screen so bad you could barely see through it. At no time did you object to my actions to get the work done. The only objection from you was in paying the bill.

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

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2022 we purchased in cash a 2022 ******** ***** **** ***** Fifth Wheel. We were told it was top of the line and since we are full time RVers and do work camping it we would not be disappointed. First thing that went out was the fridge on July 6th 2022. We were told if we wanted any repairs done we would have to leave it at a dealer, which could take weeks. Since we live in it we asked if we could use a mobile tech. We were told no by the ***** warranty company. So we fixed it ourselves. Then the floor in the half bath in Sept. 2022 started sagging and leaking and the floor on the kitchen slide ripped from metal under the slide. We were told again need to take it in. I called ***** at Meyers RV and was told he would see what he could do. He did get it approved to have a mobile tech to fix these items. While waiting for all of that to be repaired the heater stopped working. The mobile tech was communicating with ***** at Meyers RV and ***** told me that on the heater I would have to pay the bill up front and he would send into the warranty company to reimburse repairs. It was in early November the heat stopped working and by December we were below freezing and still it was not fixed due to warranty company was out of Australia and would not communicate directly with the tech. So we had had enough, we decided to trade in this awful RV for an older one out of PA and paid the tech the bill, which we were told at least most of it would be reimbursed back to us. A week before we traded the RV I forwarded all receipts to ***** at Myers RV and I get an email stating, the warranty company wont pay due to we don't pay diagnostics fees, yet the conveniently left that tidbit out when communicating with me and the tech. Once I traded the RV they no longer cared if I got my money back. I would like to be reimbursed as promised.

  Business response

  01/25/2023

  Mrs. ********,

   

  I am sorry for the troubles you have had with the **** ***** that you previously owned. It is always difficult to get warranty claims handled when the unit can't be brought into a service facility for proper diagnostics and repairs. I am glad that we were able to assist in getting some items covered under warranty with a mobile technician, this is not a very common occurrence as the manufacturer is usually very strict about who can do warranty work. While under the limited manufacturers warranty period the manufacturers warranty is the sole remedy for issues related to the functionality of the trailer, in this case that would be ******** *****. Since the mobile technician didn't repair anything, ******** ***** denied the claim, not Myers RV Center. We have not authority to authorize any warranty related issues. If the issue had been repaired by the mobile technician we could have possibly had a portion of the bill taken care of by ******** ***** under warranty, but nothing was repaired. In this case Myers RV didn't perform the diagnostic nor attempt the repair so ******** ***** has chosen to deny your claim. I believe this issue is between you and ******** ***** and not Myers RV Center since we were not involved in the attempted repair at all.

   

  Thanks,

  **** *****

  Customer response

  01/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** ********

   

  * *
  Wed, Jan 25, 6:13 PM (16 hours ago)
  to me
  
  That is not true. I was told by *****, who now owns ******** ***** that Meyers RV denied paying any repairs. Each side was blaming the other which still seems to be the case. The mobile tech was approved since we live in the RV. Meyers RV sold us a defective unit and no one wants to take responsibility since we have traded the unit now. We paid 870 in good faith and we’re told by ***** at Meyers that we would be reimbursed. That did not happen. 
  
  Sandy ******** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/30/2023

  We would like to clarify a few items.  The product, a 22 ******** ***** **** *****, is manufactured by *****, a well respected manufacturer in the RV industry. ***** is not a "warranty company", they are the manufacturer that provides the warranty coverage on the products they build.  They are located in Indiana, USA - not Australia.  We find it hard to believe that ***** would have stated that we denied the payment for this claim, since they are well aware that the warranty responsibility is solely theirs.  *****, our service advisor did not promise that these expenses would be reimbursed - only that he would submit them to ***** - which he did.  We have attached a copy of the warranty claim sent to ***** with their reason for denial.  The reason that *****, and virtually all other RV manufacturers, stipulate that repairs be made by authorized repair centers is to avoid this type of situation.  Authorized service centers have trained technicians that can diagnose and repair problems in a timely manner.  In this instance, the customer was charged $870, and nothing was actually fixed.

  We are sorry that the customer incurred these expenses.  We feel sure that if they had been able to bring the unit in to us, or any other authorized repair center, that the problem would have been repaired at no cost to the customer.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In addition to a manufacturers warranty (from ******** *****) that is good for one year, we purchased an additional extended warranty from Myers RV. Multiple times we have dropped it off for service since the date of purchase (6/11/21), and were told that the service holdup was for the service department to contact the manufacture to see if this was covered. This cause unnecessary delay, as they should have begun fixing the defects immediately (furnace not working, unpainted cabinets, panels pulling off, doors not latching, multiple lights not functioning, a speaker that wasn’t wired, a missing button that hasn’t been replaced since the week after purchase). Each time, the service department stated they were waiting to hear back from the manufacturer to see if it was covered, when I, in fact, purchased an extended warranty from the sales department and owned the RV for less than 5 months. Said RV has spent over 6 weeks out of the 5 months we have owned it in the service shop. At one point, the furnace didn’t fire (we didn’t need to use it all summer and it wouldn’t fire the first time I tried to run it) and they said it was d/t dog hair. They said they fixed it, and were being kind for waiving the $450 fee to repair it, because it was from my dog hair. They sent it back home with me, and said there may be a voltage issue. I had to take it back in a week for them to repair again, as the furnace wouldn’t fire off of the 2 12 volt batteries. They found an additional unnecessary 14 feet of duct work that they stated was causing back pressure issues. So, then it wasn’t the dog hair and they should have never sent it back with me in the first place. I reached out to my sales rep, and she said on 11/7 that she had notified the owner and that he would be contacting me to purchase the trailer back. I no longer want it as it must be a lemon, and they obviously don’t honor the warranty they charged me $3500 for. They can pay off the loan, have it back, and refund the warranty.

  Business response

  11/18/2021

  I spoke with Mr. ****** on 11/16/2021, and discussed his complaints. We both came to an understanding that we were simply following the manufacturer's process for warranty issues. We also discussed that these issues have nothing to do with the extended service contract that was purchased in conjunction with the trailer. That service contract doesn’t cover these items while the trailer is still under manufacturers limited 1 year warranty. I explained to Mr. ****** that we do in fact have to obtain prior authorization for warranty repairs to verify coverage and remedies. I also verified that the there are no issues outstanding with the trailer and it is his possession currently. At the end of the conversation Mr. ****** stated that he now understands why it took a bit longer than he had expected, due to the process we must follow prior to making factory warranty repairs. Mr. ****** stated that he had filed the complaint with the BBB and was going to retract it. Myers RV Center considers this matter resolved on both sides.
  
  Jeff M****
  General Manager
  Myers RV Center

  Customer response

  11/19/2021

  I agree with what Jeff M**** has stated above. I believe there was a breakdown in communication, longer than expected wait times due to a lack of understand with how warranty work is done, and the delays due to supply chain issues. We have agreed to be more communicative in the future, and Jeff has offered to work with me personally with future issues if need be. All of the staff have been kind and calm about this, and I just hope to be given more precise details with respect to what my wife and I should expect in the future should it occur.

   

  **. **** ******

   

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