Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Camper Guy came to the ** park to fix broken cables on my slide out. After working on it for several hours, finally left with it not repaired. Not only is it not repaired, but the process he used to fix it...adjust the cables, slide it out and in, adjust, slide, adjust, slide (many, many times)...broke the entire slide out mechanism, and now it needs to be replaced. Although he agreed to reduce the bill, the net result is that the slide out is not flush against the coach, I'm out $800, and to repair the damage he caused is going to be 25 hours of labor minimum plus parts at any reputable shop...$4,000-$5,000. I have reached out twice to **** alerting him to the issue and requesting that he respond to discuss potential solutions. He has not responded. **** seems like a nice guy, but he created some serious issues with my coach that will be a significant expense to repair. If more information is needed I can research bank records for the exact date of the transaction.

  Business Response

  Date: 08/12/2024

  I believe this customer has us confused with another ********************** company with the same name from a different state.

  I have no record of this customer. Can he provide a date or an address of service? We are in ****************. I have no record of a customer by this name or phone number. I did try to contact the customer. No one answered and in box was full so I could not leave a message. He also mentioned "****. We have never had an employee by the name of ****. 

  We would be happy to make this right, if he was our customer. Please send some sort of verification.. An invoice. A date of service. Location of service.

   

  Customer Answer

  Date: 08/12/2024

   
  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.
  
  My sincerest apologies.  I did my level best at the time to make sure I was communicating about the correct business   Im sorry for the false alarm and for wasting your time   Thank you for the quick response.

  BBB, please take whatever steps you can to remove this from the business record.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair 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.

  Our slide motor burned out causing a fire. Kenny removed it and took it in order to ensure he could find a replacement that would fit. When he returned to complete another job he stated the price of a replacement and the labor costs which we could not afford at the time. He did not bring the motor with him and did not return the part and still holds it. We have requested the part be returned many times. Initially we were ensured it would be returned the next time Kenny was in our area. After months I inquired again and was told they would not return it unless we paid the shipping charge or drove to their location over an hour away. Now they stated the part will be thrown out if we did not come and pick it up. There is a question as to whether the motor was defective and caused the fire or not, we need it back to make that determination.Due to cancer treatment and other health problems we have not been able to make that drive to their shop. All we want is the part back as per is customary in repairs and initially promised.

  Business Response

  Date: 03/14/2024

  We began servicing this customer in October of 2023. Two different campers with multiple is***s in both of them. We did remove many faulty parts and replaced them in both campers with one exception. (The gear motor customer is now referring to. ) Customer did not ask for any faulty parts to be left behind/ or returned. We disposed of them, as per usual with any and all unusable parts from every job.  When we quoted customer the price for **********************, she stated they were not able to afford that and she would be instead calling and filing a complaint with the manufacturer to get the cost covered. She asked us to send photos , a written statement and to have a phone conversation with manufacturer on her behalf. Which we did. The manufacturer determined it was not their fault but offered a parts discount and to ship part directly to her at no charge. We agreed to install the part at a discounted price. Customer states to us that she was not satisfied with that offer and would file a suit against the manufacturer. She then requested the removed/failed part be mailed back to her. I stated I would be happy to , if she paid for the shipping as it is heavy. In am email dated Nov 10th, she asked for our shops physical address as she wanted to come by and pick it up because she did not want to pay for the shipping. Then on Jan 13th , customer emailed again and said she would not be able to come to the shop as they have many medical appointments and can not find the time to pick up their part. I again offered to ship it. She threatened to *** us. I told her I would not continue a conversation while she is angry and threatening. but that I would hold on to her part for another 90 days before disposing of it. It still sits in our shop to this day. At any time during business hours it can be picked up.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21428635
  
  I am rejecting this response because:

  See Attached
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2024

  We did speak with ******* on your behalf and sent photos. They offered a discounted part price which you refused to accept , as you stated you felt ******* should be held responsible for the motor failure. There was no fire. There was ABSOLUTELY no evidence of a fire. There was a melted wire, and Im certain a burning smell. But you can see in the following photos, proof there was no fire.

  The $969.37 that this customer paid our business had zero to do with this issue. On Oct 30,23 we service two different camper. We waived the $160 mobile service fee as a charity gesture after hearing *************************** tell a horrific story of poor health, low income and not heat or water. On this date we replaced 2 recalled regulators and charged her zero labor. We did however charge her a total of $569.08 on that day to repair a furnace in 1 unit and a refer and electrical problems in the 2nd unit.

  We returned on 11/03/23 and once again waived the mobile service fee of $160 and repaired multiple water leaks in the Jayco unit. This bill totaling $400.29

  Not only were both service fees ($320) waived as a kind gesture but they were also given a 10% senior discount on both dates ($82.50). 

  As of today 05/09/24 the gear motor is still sitting at my shop and can be picked up anytime, as customer requested on Nov ********* and my offer to ship it still remains open.

  Below is proof of the statements i just made.

   

  Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  camperguywa/Sent
  
  
  Kenny Brockelman 
  From:*************************************
  To:************************
  
  Thu, Nov 16, 2023 at 3:09 PM
  
  
  Photos attached as requested per our phone call today.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sent from Yahoo Mail on Android
  
  On Thu, Nov 16, 2023 at 10:58 AM, EmailToCase
  <************************> wrote:
  
  Good afternoon ******, 
  
  Could you please reply to this email with photos of the motor from *****'s coach? 
  
  Thank you! 
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: EmailToCase [************************]
  Sent: 11/16/2023 1:50 PM
  To: *******************
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  Good afternoon *****, 
  
  Here is the dealer locator I had mentioned: ************************************
  
  Thank you
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: Grumpy ER [*******************]
  Sent: 11/13/2023 6:30 PM
  To: ************************
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  ************
  
  
  
  From: EmailToCase <************************>
  Sent: Monday, November 13, 2023 9:18 AM
  To: ******************* <*******************>
  Subject: Re: [] - Case #******* - Burned up slide motor replacement. [ ref:!00Di00aIhw.!5005d029TOxc:ref ]
  
  Good afternoon *****, 
  
  Would you happen to have a number I could call you on so  we can discuss this further?
  
  Thank you
  **************
  Customer Service Representative
  *******
  **************
  www.*******.com
  *******
  
  
  --------------- Original Message ---------------
  From: Grumpy ER [*******************]
  Sent: 11/13/2023 11:46 AM
  To: ************************
  Subject: Re: [ref:!00Di00aIhw.!5005d029TOxc:ref] - Case #******* - Burned up slide motor replacement.
   
  Two years ago, about the time my husband nearly died, before his long semi-recovery, your slide motor burned out causing the wiring to burn out not only in the motor but at the control panel.  The fire department had to be called due to the massive smoke that filled the trailer to ensure our trailer and the forest didn't catch on fire.  Now I found that that motor which is dated to have been manufactured in 2018 was discontinued.  One would assume that it was discontinued for cause.  Yet, your company wants to sell me the replacement motor for over $800.00 taking no responsibility but more than willing to profit.  
  I have noted mine was not the only slide motor placed in 2019 Keystone trailers that burned up.  
  I would appreciate an explanation.
  
  ***************************
  
  
  
  From: ******* ******************** <********************************>
  Sent: Monday, November 6, 2023 10:35 AM
  To: ******************* <*******************>