ComplaintsforRV Outlet Center LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our 5th Wheel roof had not had the seals fixed. There are cracks and holes in the existing seals. The slide out in the bedroom had a leak within the first week after taking delivery due to a seal being forced when the closed the slide out. Can not get a return call or for the company to fix our issue. This RV is our home and we live in it. They wanted us to bring it into their service department to fix it but as I said it is our home and we cant take it in to leave as we will have no where to stay.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my camper to the RV Outlet Center on April 10th for inspection and repair estimation, with ********************* as my contact. During the walkthrough, I pointed out the damage: a water leak causing internal panel wall damage in the front master bedroom, and bulging drive side panels while driving. ***** assured me the technicians would assess the repairs. She mentioned the challenge of matching the inner wall panel color but proposed replacing the entire front panel with a white one, which I agreed to.On April 24th, ***** provided a repair cost of $350 for the leak and side panel fix, and $650 to replace the inner wall panel. I approved both. The camper was ready for pickup on April 25th, scheduled for April 27th. Upon arrival, ***** assured me everything was fixed, advising against walking on the roof to let the sealant settle. However, upon inspection, I noticed the front seams lacked RV putty, revealing staples and openings where water could enter. I raised the issue with the technician, then spoke with *************************, who promised a resolution within an hour. While having breakfast with my son, I returned to find the leak still unaddressed. The technician had used silicone instead of RV putty, and no work had been done on the roof.Despite my complaints to ******, the leak persisted, evidenced by water damage to the newly replaced panel within two days of rainfall. My attempts to contact ****** via phone and email have gone unanswered. Camper is seating in my driveway covered with a tarp.

  Business response

  05/22/2024

  ************ brought his unit in to be serviced on 04/10/2027. He was provided with an estimate in the sum of $1000. The estimate he was provided was to repair 2 items. The first one was a piece of siding on the drivers side of his *** which had come loose. In order to secure that piece of siding, this job took 2 technicians. The technicians, starting from the bottom of the *** had to remove the j-wrap, compartment door, front cap molding, front cap trim, window and 4 individual pieces of siding to secure said piece. Then the technicians had to repeat this process to put all of these items back into place, while additionally caulking all of these items. This process in total took 4-5 hours of time. (photos/videos of this process are attached). The second issue was a leak that had caused a panel to be warped and rotten. The second part of the estimate was to replace the bad panel, which was also done for ************. We did take precautions to try and prevent further leaking into the unit, but according to ************, were unsuccessful. We used our technicians time, as well as our materials to perform the agreed repairs. When ************ called, upset and stating that his trailer was still leaking, we offered to take a look and see what was causing the issue for free and repair this for free as well. ************ declined. He insisted we refund his money because he said our "story didn't make sense" and he "felt like we were lying". Neither of which are true. It is completely unreasonable to expect a full reimbursement for all of the repairs that were done. As previously stated, we used our time, resources and materials. We have offered to repair the ** free of charge. ************ is making the conscience decision to not bring his ** and to refuse the repairs. Therefore, we do not feel as though it is our responsibility to reimburse ************. Thank you

  Customer response

  05/22/2024

  I am rejecting this response because:   We are disappointed with the outcome of the repairs conducted on our camper at RV Outlet Center and are seeking a partial refund. Despite the technician's time spent on the repairs, we found the workmanship to be unsatisfactory, leading us to decline further service from RV outlet center.
  Despite multiple attempts to communicate our concerns, including calls and voicemails, we received no response. Consequently, we reached out via email on May 15th to ***************** and Mrs. ****** detailing the issues we encountered. (I have attached the email sent to RV Outlet Center). Unfortunately, the repairs discussed with Mrs. ***** were not completed, and we discovered additional damage to the camper that will require further attention.
  Upon inspecting the camper at RV Outlet Center on Saturday,April 27th, we immediately noticed flaws in the repairs. The driver's side seam, which was removed to address bulging siding, lacked caulking/RV putty.Similarly, nothing was done to the passenger side seam to repair the leak, leaving exposed nails and staples vulnerable to weather damage and potential leaks. Our primary reason for bringing the camper was to repair existing leaks and prevent future ones. However, the repairs seemed to exacerbate the problem rather than resolve it. Despite being assured that the issue would be rectified within an hour, we returned to find the driver side storage compartment unable to close properly,requiring the use of a hammer and a piece of 2x4, which resulted in damage to the door frame.
  Subsequent inspection at home revealed further deficiencies in the repair work. The seam by the slide-out remained exposed without caulking/RV putty, and exposed staple holes on the siding were left vulnerable to weather damage. See attached picture 9. Our conversation with ***************** confirmed that the inside wall should have been caulked to prevent water ingress, yet it appears this was not done, as the closet was never removed to access the upper seam connection of the outer front wall. No pictures where provided of the work or caulking done in the inside wall. The inside wall that was replaced was only a cutout around the closet. You can clearly see inside the closet part of the old wall.
  Despite paying $350 for leak repair and bulging siding fix, and $650 for inner wall replacement, the leaks persisted, and the new wall sustained damage within days of the repair due to heavy rainfall. As a result,we anticipate further expenses to rectify the unresolved issues and replace the damaged wall.
  We are seeking partial refund (50%) or the amount paid to replace the inside wall $650 dollars.

  Business response

  05/24/2024

  We will agree to pay $325.00 which is half of the $650.00 quoted to repair the inside panel. Again, we apologize that ************ is having issues, but have repeatedly offered to rectify the issue. It is apparent that ************ is unwilling to bring the ** back to us to give us the opportunity to fix the issue. It is also apparent that he has his side of the story, as we have ours as well. We dont wish to drag this out any further and waste anyones time. For this willing we will agree to pay for half of the interior repair. 

  Customer response

  05/28/2024

  I am rejecting this response because:   In the interest of fairness to both parties, we are requesting a refund of $500. We brought our camper to RV Outlet Center on April 10th, and despite their repairs on April 27th, we are still grappling with a persistent leak issue. The pictures and documentation we have provided speak for themselves, clearly illustrating the situation at hand. Considering the quality of workmanship, customer service, and our interactions with ****************, we have decided not to return the camper and instead are seeking a partial refund. Unfortunately, the repairs undertaken by RV Outlet Center have resulted in additional damage, necessitating further expenses on our part for repairs. Rectifying the issues with the camper will require an additional expenditure of $800-$1000 and thats just to fix the leak. Specifically, the front seams (trims) must be removed to properly install Putty tape, as per the manufacturer's standards. This process will also involve additional time as another technician will need to remove the silicone applied by RV Outlet Center. We are eager to resolve this matter promptly, as the prolonged delay has already caused us to lose valuable time with our camper and forced us to cancel planned weekend trips due to the ongoing leak issue. In the interest of reaching a satisfactory resolution for both parties, we believe that a refund of $500 will effectively resolve this issue.

  Customer response

  06/12/2024

  We got an appointment with ****************** RV Service to address the water leak issue. The repair process entailed five hours of work, primarily focused on removing silicone. Both front seams/trims were carefully dismantled and resealed using putty tape. Additionally, the roof seam underwent resealing to ensure comprehensive leak prevention. Following the recent heavy rainfall, our camper has remained dry, attesting to the effectiveness of ****************** RV Service's repairs. The total cost for these services amounted to $853.20. See attach pictures for proof of repairs and receipt. 
  
  In addition, ****************** RV Service provided us with an estimate of $800-$1000 for the removal of the inside closet and replacement of the wall.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my camper in for a repair and had them look at the switch on our panel in the camper and stated the slideouts on the camper wasn't working properly. They said they replaced the switch and when we got it back it didn't work at all. Had a model ** tech come to fix the problem and he stated they put the wrong switch in the panel and wires were left hanging and not hooked up to anything. Called the ** service department and they said they did not do anything with the switch. The panel in the camper was missing screws and lose. They said they didn't replace the switch. They told us when we picked up the camper they switched out the switch.

  Business response

  05/18/2024

  Hello,

  This customer brought their unit in for repairs in December of 2023. We addressed the issues that the customer had with their RV and displayed everything working properly. They picked up their unit, signed our paperwork stating they were satisfied with the repairs and left happy. Then they call us last week, 4 months later complaining of an issue and saying it's our fault. When the unit left our property, this issue was not prevalent as shown in the document provided. This is clearly a new issue they are experiencing. The customer has called us screaming, cussing and yelling multiple times over the last week. We even tried our best to use a mobile technician that we work with regularly to help her out, because she was our customer and we wanted to help her out the best we could.  She did not want to wait, called another technician and all of this happened. With all due respect, these issues were not active at the time of pick up, nor have they been active at any point over the last 4 months. So to call us after all of this time demanding we pay for repairs, not covered by warranty is a bit ridiculous. Thank you for your consideration in this matter.

  Business response

  05/18/2024

  The customer dropped their unit for service repair work in September of 2023. They picked up their unit in January of 2024 (attached) and signed a document stating they were satisfied with the repairs and condition of the unit. 4 months later, the customer is calling being extremely vulgar. She is stating that she is having slide-related issues and needs a mobile technician. We do not provide mobile services, but did refer her to a mobile technician that we work very closely with. She was not satisfied with the timeline of the technicians availability to my knowledge and chose to hire a different mobile technician. When the technician arrived to her ** and assessed the issue/s, he submitted for these repairs to be approved through warranty per the usual process. Warranty denied to pay for the re-wiring of the slide out control board (I believe) due to this repair being considered an exclusion of their contract. For this reason, the customer is being charged for the repairs. While we had the ** in our care, we tried our best to duplicate the issue because as you can see in the 2nd attached image, the customers complaint was that their slide out button was "finicky" and "worked sometimes". For these reasons, our technician went through the usual process of examining the control board, as well as attempting to duplicate the issue in order to properly diagnose the issue and resolve it. He was unsuccessful in this as there seemed to be no issue, at least while he was performing the repairs on this **. If we had "left wires hanging", the slide out would not function, at all. The slides opened and closed on multiple occasions while on our property, as well as with the customer. This issue, in my opinion, seems to be either a new one, or one that just progressively got to the point of malfunctioning completely. While we do not wish this frustration on any of our customers, we do feel as though we've done our due diligence at treating the customers with kindness and respect and have met all of their issues with an eagerness to be helpful. We do not feel as though these charges are our responsibility. Thank you

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tulsa rv outlet assured me that my hot water was replaced at the time of pick up. I hauled my rv over **** miles from ******** to **********, once I finally turned the water heater on I realized they had taken my money and failed to do any repairs to my rv. This place is a scam. The service manager ****** refused to abide by my warranty I purchased on the rv. She refused to send me a new replacement as I requested at the time of drop off. I have been having an ongoing issue with them for 4 years. They take your money keep your rv for over a month and fail to make necessary repairs. I attempted to reach the owner to no avail countless times they never reached out or responded.

  Customer response

  02/11/2024

  Failure to repair 

  Business response

  02/13/2024

  Hello,

  My name is ************************** *************** to the complaint made by Mr. ************************ ************** brought his RV to us to be repaired on 12/13/2023. At the time of drop-off, ****** went over his list of issues with our Service Advisor, *********************. ***** did express to ************** that we had an **** week waiting period. During the next couple of weeks, ************** expressed his need for the camper back as quickly as possible as he needed it for work, so we did our best to accommodate. We assigned technician ********************* to the repair job, as shown in the attached work order, ****************** complaint in regards to the water heater was that it was "dead'. Presumably not functioning properly. **************** did assess the water heater and found a valve on the back of the water heater that was stuck in winterization mode. For this reason, he replaced the valve. 
  
  At this time, **************** filled the hot water tank and turned it on, then left for lunch to give the water heater time to pressurize. Upon returning to the unit, **************** confirmed that there were no leaks from the water heater and the water heater was also heating water adequately and therefore passing inspection. After all repairs were completed we called ************** and informed him that his unit was ready for pickup. He arrived to pick up the unit on 01/24/2024. 
  
    Approximately 2 -3 days after picking up the unit ************** called berating every employee that would answer the phone. Cursing and screaming and demanding a hot water heater. We tried our very best to calm ************** down and expressed many, many times our willingness to help him resolve whatever the issue may be. We assured him that the water heater was not the issue, as it had just passed inspection a few days prior. He just kept repeating himself over and over "I want a water heater, where's my water heater?" 
  
    I was finally able to calm him down and expressed wholeheartedly that we are more than willing to help him resolve the issue but that we needed to be sure of what was actually occurring. When asked where the water was coming from, ************** stated under his kitchen sink. The water heater would not cause this, in our experience. When asked why he thought that his water heater was causing the leak he stated "You guys are the professionals, you should know." I expressed to ************** that we would be happy to work with him but the technician had asked him to send photos of the leak, to which he refused. 
  
    I tried my best to explain to ************** that based on our professional opinion, the leak is not coming from the water heater, therefore warranty will not cover it simply because he insists on getting one. We have tried on multiple occasions to get him to work with us. We are willing to help him out but he absolutely refuses to meet us in the middle. Based off of the area that **************** said it was leaking, I personally sent him another part which sounded as though it would help more. Before even receiving the part **************** continued to call, **** and leave threatening voicemails demanding a hot water heater. In all of my career, I have never seen  warranty approve the replacement of a hot water heater. The only reason you would generally replace a hot water heater is due to a crack. Generally a cracked water heater is caused by the owners failure to winterize the RV. 
  
                 As for the $220.00 charged to ************** $120.00 of that was for a battery that he purchased and was given and the deductible for his warranty which was $100.00.As for this issue lasting for 4 years, **************** brought his RV to be serviced in May of 2022. He picked up the unit and did not complain or say another word about having any issues until December of 2023. 
   In conclusion, we are more than willing to help ************** out. However, there are procedures that we must follow for warranty. Not only for warranty, but to ensure that ****************** issue is addressed properly and the problem is resolved. We've attempted several times to work with ************** and have been met with screaming, cursing and threats almost every single time. We will be willing to work with ************** but the threatening tone and dialogue are unacceptable. I thank you for your time and look forward to hearing back from you soon. 
  
  *************************
  Service Manager
  Tulsa RV Outlet Center

  Business response

  02/13/2024

  Hello,

  My name is ************************** *************** to the complaint made by Mr. ************************ ************** brought his RV to us to be repaired on 12/13/2023. At the time of drop-off, ****** went over his list of issues with our Service Advisor, *********************. ***** did express to ************** that we had an **** week waiting period. During the next couple of weeks, ************** expressed his need for the camper back as quickly as possible as he needed it for work, so we did our best to accommodate. We assigned technician ********************* to the repair job, as shown in the attached work order, ****************** complaint in regards to the water heater was that it was "dead'. Presumably not functioning properly. **************** did assess the water heater and found a valve on the back of the water heater that was stuck in winterization mode. For this reason, he replaced the valve. 
  
  At this time, **************** filled the hot water tank and turned it on, then left for lunch to give the water heater time to pressurize. Upon returning to the unit, **************** confirmed that there were no leaks from the water heater and the water heater was also heating water adequately and therefore passing inspection. After all repairs were completed we called ************** and informed him that his unit was ready for pickup. He arrived to pick up the unit on 01/24/2024. 
  
    Approximately 2 -3 days after picking up the unit ************** called berating every employee that would answer the phone. Cursing and screaming and demanding a hot water heater. We tried our very best to calm ************** down and expressed many, many times our willingness to help him resolve whatever the issue may be. We assured him that the water heater was not the issue, as it had just passed inspection a few days prior. He just kept repeating himself over and over "I want a water heater, where's my water heater?" 
  
    I was finally able to calm him down and expressed wholeheartedly that we are more than willing to help him resolve the issue but that we needed to be sure of what was actually occurring. When asked where the water was coming from, ************** stated under his kitchen sink. The water heater would not cause this, in our experience. When asked why he thought that his water heater was causing the leak he stated "You guys are the professionals, you should know." I expressed to ************** that we would be happy to work with him but the technician had asked him to send photos of the leak, to which he refused. 
  
    I tried my best to explain to ************** that based on our professional opinion, the leak is not coming from the water heater, therefore warranty will not cover it simply because he insists on getting one. We have tried on multiple occasions to get him to work with us. We are willing to help him out but he absolutely refuses to meet us in the middle. Based off of the area that **************** said it was leaking, I personally sent him another part which sounded as though it would help more. Before even receiving the part **************** continued to call, **** and leave threatening voicemails demanding a hot water heater. In all of my career, I have never seen  warranty approve the replacement of a hot water heater. The only reason you would generally replace a hot water heater is due to a crack. Generally a cracked water heater is caused by the owners failure to winterize the RV. 
  
                 As for the $220.00 charged to ************** $120.00 of that was for a battery that he purchased and was given and the deductible for his warranty which was $100.00.As for this issue lasting for 4 years, **************** brought his RV to be serviced in May of 2022. He picked up the unit and did not complain or say another word about having any issues until December of 2023. 
   In conclusion, we are more than willing to help ************** out. However, there are procedures that we must follow for warranty. Not only for warranty, but to ensure that ****************** issue is addressed properly and the problem is resolved. We've attempted several times to work with ************** and have been met with screaming, cursing and threats almost every single time. We will be willing to work with ************** but the threatening tone and dialogue are unacceptable. I thank you for your time and look forward to hearing back from you soon. 
  
  *************************
  Service Manager
  Tulsa RV Outlet Center

  Customer response

  02/13/2024

  I am rejecting this response because:  I have taken my rv back to this place on 4 different occasions for the same mechanical complaint. The ************* me that it was fixed. At the time of the drop off I explained that the rv was leaking, its not my job to make a diagnosis as to what exactly is wrong with the ****** is in fact the responsibility of the party I paid for the services rendered. In this case it was indeed not fixed as they guaranteed. I called a few times to express my concerns with their lack of professionalism and lies about my rv being fixed. They refused to return my calls. I spoke to the service manager once whom assured me it was the part on the water outlet. Clearly it was not, because since then Ive had the same issue. 

  Business response

  02/13/2024

  Please see attached paperwork stating that the customer has not picked up his trailer once, but twice and has signed an agreement stating that his unit was properly repaired and he was satisfied with repairs that were done. Nonetheless, we are willing to assist ************** in current repairs needed. He will need to send photographs and or videos of the current leak to the phone number previously provided so that we may know how to help him best. Once again, these issues were not active when he left our property and is clearly a different problem. We are still willing to assist but proper measures must be taken in order to do so. 

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