ComplaintsforVogt RV Center

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Jayco Shower Door assembly on 04/28/2023 and was told 3 to 4 weeks for delivery and charged $707.40. Received the confirmation email order placed and accepted. Tracked today and it states Fullfilled. Called **** and talked to **** and she stated that she found where there was a tracking number and then notes that the information was damaged. No other notes on the order. She has stated that she will reach out to JAYCO dealership to get more updates.

  

  Business response

  06/06/2023

   The customer's description of the event seems to be relatively spot-on.

    He placed an order for a shower door from *****, through Vogt RV Center and paid the total bill due of $707.40, fully expecting to wait 3 to 4 weeks for delivery.  We placed the order to Jayco and received confirmation. Approximately 5 weeks after placing the order, he called to check delivery status, which is where we ran the tracking information through ******* only to discover that they ********* had damaged the product and placed it into a "Needs review" status. Upon hearing this information, the customer became upset with our representative, and demanded a "refund plus interest". He went on to state that he would be "telling everyone about this" through the Better Business Bureau (listing ************* and ***** as the responsible parties). Our associate asked the customer multiple times to give her a little time to see what she could work out, and see if there were any missing details she could uncover, but the customer did not respond to those requests positively. Our associate then tried to contact the customer around 4:00 that same afternoon (6/5/2023) which went to a voicemail box where she left a message asking for a return call.  Since not hearing from the customer that evening, she called again the morning of 6/6/2023, but the call again went to voicemail. The decision was made today (6/6/2023) to refund the customer's money ($707.40) with a check being mailed to the customer's address he gave when he placed the order. The refund check will be placed in the outgoing mail tomorrow (6/7/2023).

  Customer response

  06/07/2023

  Complaint: 20146200
  
  I am rejecting this response because:

  I never received a phone call on my cell phone or a voicemail on my cell phone. I did inform **** that I would allow her to reach out to the manufacture about the Shower Door Assemble. I never received a tracking number from Adventure or Jayco for delivery or from *** that the package was damaged. I did not ask for the refund as I still need the Shower Door Assembly to make my 45,0000.00 trailer back to the way that I purchased the trailer with the glass shower door. 

  This is poor customer service and administrative decision to cancel the order and refund the amount in a check when they accepted the it as a Credit Card Payment. if they were going to refund the amount should have refund to the credit card company and then have them post it as a reversal. 
  
  Regards,
  
  ***********************

  

  Business response

  06/07/2023

  Our associate called the same number the customer had been using to call our store, as well as the same number he called us today (where we subsequently called him back).... 

  The customer blatantly asked for a refund and even said we should include "interest".

  The customer also listed a "billing adjustment" as an option on this BBB complaint. We chose to refund the purchase price.

  At the time of my rebuttal yesterday, I understood the item was paid via check. I learned later the item was paid via credit card. And because it was; we refunded the credit card the full balance.

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still no satisfactory, as now I will have to go to another vendor and get the door that fits my trailer. Jayco Dealerships have been the worst since COVID hit and there is no customer service anymore. 

  You can close this complaint as **** does not really care about Customer Service.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased rv in 2020 and were told we could cancel the roadside service and extended warranty their agent pushed at anytime quickly . I Have filled out paperwork to cancel it with them over 90 days ago and have been issued no refund - this roadside was almost 10k and was a completely useless program as they wont pay for any repair without pre-approval. If youve ever owned an RV, you know you need repairs when you need them not after weeks of trying to get in touch with someone for approval at a black hole Of customer service. The dealership first assured me the difference in what u paid vs what was remaining coverage woukd be applied to my loan balance in 4-6 weeks then 90 days later, theyre very incompetent. Accounting manager told me he was mistaken and Ill be receiving a check, but could give me no further information or anyone to be put in touch with ************************* and ************************* were both contacted at the dealership and neither have provided any sort of resolution, despite owing me approximately $5000. Their actions are as fraudulent as extended warranty company they partner with.

  Customer response

  11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/31/2022 **** Service was called about a faulty battery that was provided with our travel trailer. At the time of initial purchase we were informed that the trailer was completely covered under a warranty for 2 years with a 3 year structural warranty. The information provided by a gentleman from **** service was contradictory in that in fact the battery was installed by them and only covered by a 1 year warranty which was not stated at time of sale or delivery. When asked if anything could be done since the **** service department had to possession of our trailer for 2 days short of 3 months last year for repairs the gentleman would do everything he could to help with the issue and call me back. As of 9/24/2022 i have not received a phone call so called back to deal with *** the service manager who offered zero help but instead put the blame back on me and to tell me I am completely wrong without fully listening.

  

  Business response

  10/12/2022

  
  
  Good day Sir.
  
  In response to your most recent BBB complaint, I would like to offer for you to simply bring in your old battery and exchange it for a replacement, here at our service department.
  If you agree, I will notify our parts department and our service team to have one waiting for you.
  
  
  
  
  --Cliff
  
  
  ***********************
  Fixed Operations Director
  **** Family of Dealerships including :
  Vogt RV Center
  Airstream of DFW
  Leisure RV Center                          
  ************* **************** ********************** 
  
  
  

  Customer response

  10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new travel trailer at the end of may and took delivery on June 14th before accepting the trailer I noted that a window was damaged and would need to be replaced which according to manufacturer has yet to be ordered. They have had my trailer for 27 days for warranty repair but Kenzie tells me they do know where to the buy the parts from. After calling the manufacturer they have the parts in stock and available for immediate shipping. I have tried to call the service department as well as the general manager and neither are available to talk with to answer any further questions

  

  Business response

  09/07/2021

  We have actively been in communication with ******************** and believe this complaint to be well on its way to resolution.  Our understanding is that the very day he filed this complaint, before we even received notification from BBB we had a long conversation with him to understand where the breakdowns have occurred.  We then worked to form a plan satisfactory to him for us to complete all his repairs as soon as we can physically acquire the parts needed.  Parts acquisition times in the current environment are certainly not ideal, but we will continue to do everything we possibly can to help him.  I'm happy to provide more details and specifics if needed or helpful.  Our director over all of our service departments has been in direct contact with ******************** and is personally helping to coordinate the repairs needed.

  Customer response

  09/15/2021

  Complaint: ********
  
  I am rejecting this response because:
  It was not until the day of the complaint there was active communication there was only one sided communication of me reaching out to ****. Due to incompetence of the sales team and parts team I am still awaiting delivery of an item that should have been ordered on June 14th of 2021 that was not ordered until August with an eta of September 24th 2021.  *********************** has reached out to me about once a week telling me that the part that was not ordered has been ordered and is still on schedule but its not until I ask about about the other issues will I get a response on status. **** does not seem to be forthcoming with information and it really feels like you have to pry information out them. Im still waiting on a response to a question of why i was asked if I had possession of my travel trailer by a ***** in parts when **** parts and service has had had possession of my trailer since july 24th 2021 
  Regard,
  
  ***************************

  Customer response

  09/28/2021

  Complaint: ********
  
  I am rejecting this response because: The service department had my travel trailer for two months to repair or replace items that were defective under warranty. The work is less then satisfactory the window frame is still bent the refrigerator now is working but the switch to turn functions is not working. The trailer was delivered to me without previously installed items until I questioned *** and he had to spend 15 minutes looking for my property. I have tried to reach out to cliff Harris via phone and multiple emails but have not received any response I have tried to reach out to Colby Cannon via phone but he is meetings and I have tried to reach out to the service department via phone only to be disconnected 3 times and have left my name and number to be called back and as of yet no one has called me back to address my issues.
  
  Regards,
  
  ***** ********

  

  Business response

  10/10/2021

  On or about May 26, 2021, Mr. and Mrs. ******** purchased and thereafter took delivery of their new 2021 Jayco travel trailer from us.  This included a one-and-a-half hour orientation with a delivery technician walking the inside and outside of the customer’s unit, demonstrating features of the RV and operation of the components.  We are proud of our walk-through orientations and seek to inform and educate customers to the greatest degree possible.  During the demonstration, an issue with one of the windows was discovered.  The issue was documented by our service department to ensure a repair. 
  
  A couple of weeks later, Mr. ******** emailed our dealership expressing some concerns about items he had discovered: damage to the spare tire carrier as well as the refrigerator vents.  Unsure how or when the damage occurred, we notified Mr. ******** we would repair the items of concern.  He was also concerned about the status of the spare tire, which he had inspected at a local tire company.  At his request, we reimbursed him for his expense.
  
  Our next communication with Mr. ******** was a call into our service department.  He told us he was worried his brakes were not functioning properly and that there were wires and gas lines run incorrectly.  An immediate appointment was made based on the potential safety risk of his concerns.  A thorough examination was made to his unit’s braking system, which included a removal of the wheels and hub assemblies for direct visual examination. It was determined that the unit in fact had no issues with the braking system, and they were fully functioning properly.  Our service technicians also inspected the wiring as well as the gas lines and again there were no malfunctions.
  
  Towards the end of July, Mr. ******** came into the service department with a list of items that needed to be repaired, including the window issue that was discovered during the orientation.
  
  Three weeks later, Mr. and Mrs. ******** came into the dealership to meet with our Service Director.  After some discussion about the issues they were having, we agreed to see what we could do to expedite the repairs.  Our Service Director also agreed to communicate any progress that was made via email. 
  
  After a few emails back and forth, we explained the damaged window that was delaying the return of their unit was backordered but we had an ETA of September 24, 2021.  Customer’s information that the part was in stock and available at the manufacturer was unfortunately not correct.
  
  Through this time, we stayed in constant communication with the customer, explaining any issues we ran across as well as giving updates when available.  (Some of the customer's complaints about individuals being unavailable for his calls occurred when they were out of the office or on vacation, and other members of our team endeavored to respond to messages the same day if possible.  We aren't aware of any recurring disconnection issues or any unreturned messages, but certainly suppose it might be possible.)
  
  The biggest source of frustration from the Zablocki’s seemed to be concerning the window that was ordered and the time it was taking to arrive.  In today's environment, this is a frustration we as a dealer experience as well.  Sourcing and securing timely delivery of parts, not to mention having them arrive correct and undamaged, is a seemingly unending challenge.
  
  We were able to get the parts a little earlier than estimated and then went to work to complete the repairs in an expedited fashion.  On September 24, 2021, Mr. ******** arrived to retrieve his unit.  After arrival, Mr. ******** stated he felt the window was not fixed properly and that his tires and axles were underrated.  Our Service Manager explained that what the customer saw as a problem with the window when repaired was actually the way in which the window trim was fabricated, and that it was operating as designed.  He also stated that if the Mr. ******** was concerned about the axles and tires being the proper rating, he would need to contact the manufacturer directly (Jayco) given that they were the proper manufacturer spec as delivered from the factory.  Lastly, we inadvertently left off bug screens when installing new refrigerator vents, and this was our oversight.  Once we were made aware, we found the items and installed them promptly.  With this, Mr. ******** and our Service Manager shook hands and he departed.
  
  While the Vogt family always makes it a priority to do what is right by our customers, we do sometimes make mistakes and fall short.  Rest assured, when this does occur, we will work swiftly and quickly to rectify the situation.

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We dropped off our 2018 ********* Interstate for service on December 31, 2020. We have repeatedly contacted Vogt trying to get our vehicle back with service completed. We either get no return phone call or excuses. It was supposed to be ready today 6/10/2021 at 3:00pm. Again we were put off. We have lost almost half a years use of the vehicle that is used to transport our medically fragile child. It was needed to leave the evening of 6/10/2021 for urgent medical care. We are disgusted by the care we have received and are concerned that the vehicle is not currently in their possession.

  

  Business response

  06/29/2021

  We are very sorry for not upholding our standards of exceptional customer service and communication. Sourcing needed repair parts and components has been a unique challenge in the past year, but that has no bearing on our ability (and commitment) to communicate promptly and transparently.  In addition, we strive to be among the best in the industry at customer service, so this is particularly disappointing, particularly given your personal circumstances. The service manager at our ********* store has already taken personal ownership of your repairs and we understand the issue to be resolved. However, if there is anything further that is needed, we will be at your disposal.

• Initial Complaint

  06/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the fall of 2019 I took my motorhome to Vogt for them to fix the leaking slide out. The slideout was still leaking so I took it back in May 2020 where they determined work was still needed. I am a full-time RVer & because they did not tell me a timeframe to bring it back and COVID was going on (prior to a vaccine) I only recently took the RV back. Now they want to charge me around $4000 to fix repairs, which, if they had fixed it properly the first time I wouldn’t have this issue.

  

  Business response

  06/29/2021

  Thanks for bringing this to our attention. We pride ourselves on our service department and our attention to customer experience. We have already fixed the issue at no charge and apologize for the original quote not taking the entirety of the circumstances into account. In addition, a member of our executive team has reached out personally to be available to you.

*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. ↩