ComplaintsforHufnagel & Majors Inc

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new 2020 travel trailer and have had problems after problem with this unit. Had to fix most of the problems myself cause I can not afford to pay to have them travel to my camp site to fix an item under warranty. The lasted issue was water damage that I was told was denied under warranty by the manufacturer. When I spoke to the manufacturer they informed me that a claim was never submitted for the water leak but for some other issue. Which the issue they filed a claim for was working fine when I had the trailer in for the water damage. Was never told that the claim was denied by the dealer until I asked if they replaced the floor and rug. All I was told was my trailer was done. So I took it as all the work was done. But all they did was caulked the out side of the unit and was told they did that out of good faith. So if items are not covered under warranty. They why did I purchase extended warranty. Also told that they do not make this trailer any more which makes me really worry about getting parts when the trailer is only 2 years old. For the problems I have had with this trailer it should have never been sold to me. To me and my family it was bought to get away on the weekend but it’s like every time I go away I’m fixing something on this trailer. Have had the water pump replaced and never used it one time. Have had the propane gas valve replace. The tow tongue jack control board replaced and the trailer never moves from its spot so don’t know how that would stop working. Could go on with other problems that have happened but would run out of room. Would love to get my money back from the extended warranty and my money for having them pick the trailer up and bring it back for work that was never done. I will never buy another trailer or anything from this company and will make sure to tell all my friends to stay away. To me they got my money and they don’t care about problems that occurred.

  Business response

  05/05/2022

  In response to the letter received on April 27, 2022, I have met with all departments involved with the complainant and compiled the following information. 
  Complainant spoke with the service department about his travel trailer and was informed INCORRECTLY that his water issue was denied under warranty. At the time of the phone call the service department decided to reseal the unit as a "good faith" effort at no additional cost to the complainant. The service department then sealed and retaped around the slide room. 
  

  
  The service department had read the repair order notes wrong and the water leak was not filed correctly for a claim. The water issue was submitted separately later, and it is approved. Currently there is new carpet on order with the manufacturer, but we have not been given an ETA on arrival. Once we receive the carpet, we will schedule out 2 of our techs to come and replace it. 

  
  The issue they filed a claim on for...." was for the tongue jack. When our transport driver was at the complainant's campground to pick up the travel trailer on February 21st, he was unable to make the tongue jack work. The travel trailer was brought into our service department, where they found at that time that the touchpad/keypad for the jack was inoperable. A claim was then filed to have it replaced. This is the claim that was denied by the manufacturer (and that was read incorrectly). The jack was covered by the manufacturer of the tongue jack, not the travel trailer. The jack touchpad/keypad has been replaced. 

  
  To the issue with the water pump, I do not have record of us replacing one. Not sure when or who would have completed this work. We only have record in our system of 2 repair orders for the unit, which are stated in this letter. 

  
  The propane gas valve was replaced due to leaking. Unfortunately, that was a failure from the manufacturer of the part. This was corrected when the service department was at the complainant's campground for their annual inspection service call. 

  
  If the complainant would like to cancel his Extended Warranty, we can facilitate paperwork to have them complete and return for a refund on the remainder of their service contract. 
  

  
  We had to pay for transport to come and pick up the complainants travel trailer at his campground, and then return once it was completed in our service department. This fee is not part of any service contract or warranty issue. The complainant signed an acknowledgement letter at the time of purchase that stated they understood this. (attachment #1) All travel trailers are meant to travel; therefore, manufacturers will not cover road fees for a technician to come to their campsites or homes for service work. The extended service contract can help with covering this cost if it is a covered component of the contract. Upon review of all repair orders, it does reflect that the service call to the complainant's campground for the water issue should be covered. This will only cover a maximum amount of $150.00. We will return this amount to the complainant upon completion of his warranty claim. 
  

  
  Upon purchase of the travel trailer, we were not aware that the unit purchased would no longer be made by the manufacturer. We had no way to make the complainant aware that it might create difficulties later for service issues. We do strive to work with our customers and manufacturers to come up with the best solution when this happens. 

  
  Overall, we understand the frustration that the complainant has when items in his travel trailer don't work. We understand that it takes time away from his weekend and family. However, all travel trailers are man-made, and problems can happen. We will continue to help the complainant in every way we can when the need arises. 

  
  Thank you, 
  Hufnagel & Majors, Inc. 

  Customer response

  05/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, yes I would like to cancel the extended warranty and get the refund also get the  replacement rug when it comes in. Also wanted to make sure that my shower wall gets ordered under my 2 year manufacturer warranty. Spoke to the service department and was told that it will placed on order in a few days. Before the warranty expires this month.
  
  Regards,
  
  ******* *******

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