ComplaintsforGates Family Mobile RV Service

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, I was never informed over the phone what their service call rate was before an employee arrived at my door. I feel that this was deceiving to show up and expect me to pay $200 for the call without telling me ahead of time. The employee who came to my door lied to me and mislead me concerning my stabilizer motor issue on my RV. He told me I would not be able to replace just the motor but the entire stabilizer system, even though it was only the motor with an issue. Then he told me I was lucky because he could sell me a used motor that he had at the shop. And the used motor price would be $300. I looked online after he left and found that I can purchase a brand new motor for $100. Next, he asked me what other issue I had that I wanted looked at. I told him that I wanted to know whether or not a brand new faucet I purchased would be able to be used in my bathroom. He told me that the only way he'd be able to tell if it worked would be to take my old one out completely. He proceeded to take my faucet out without giving me a quote on the work. Once the faucet was out, then he told me my new faucet was wrong. I would have thought he could have figured out of my new one was compatible just by looking at it. He told me I didn't have the proper new faucet. He also told me he had an "inexpensive" one in his truck. Again, he didn't offer me a price and proceeded to install the new faucet. Then he charged me $75 for the faucet. I found the exact same faucet, same brand and color, on Amazon for $35. Then he told me he needs to charge me for his time - 30 min - and wrote on the invoice he texted me that I had to pay $100 for his time. I read afterward on their website that simple repairs are included in the service fee. Altogether, I paid $400 for a $35 bathroom faucet to be installed. This was poor customer service and was quite misleading. I was charged $400 on a credit card for him to replace a bathroom faucet that took him no more than 10 minutes.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/04/01) */ Contact Name and Title: Preston G**** Owner Contact Phone: 214-301-2066 Contact Email: info@gfetechs.com On the 3-25-2022 the customer called G**** Family Enterprises mobile RV repair at 14:23 CST asking for us to send a tech out to fix a stabilizer Jack. I spoke with the customer and told her that it was Friday and we would try to make it out today but no guarantees I also told her that we had a $200.00 service charge and our labor rate is $200.00 an hour. At roughly 16:00 our lead tech called and spoke with the customer and let her know we were going to be out that day. Upon arrival our lead tech looked at her stabilizer jacks and diagnosed a bad motor, he told her we had a used motor we would sell to her for $300.00 she agreed to this and the decision was made to bring her the motor out on Monday and we would not charge a service charge just the labor on our return visit. The customer then proceeded to ask our tech if he could install a faucet that she would provide. The faucet she had would not work due to only having 1 hole and the connections were not the same as what was in the camper. The decision was made to sell her a faucet we had on the truck and install it. Our tech did tell me that he did not know the exact cost of the faucet and told her that it was relatively inexpensive $70.00. The customer paid the bill of $390.81 upon receipt and never let anyone know she was unhappy. We do add 4% for paying with a credit card and she was made aware of that. On Saturday 3-26-2022 I received an email from the customer stating she was unhappy and felt misled. I called her at 13:00 and engaged in a conversation. The customer stated she felt misled and lied to in regards to how we handled the price of the faucet and labor she stated she never received a quote. I did tell her that the quote was $200.00 service charge and $200.00 dollar labor rate. After the 3rd time of me telling the customer that she was quoted $200.00 dollar service charge and $200.00 dollar an hour labor rate she told me that she must not have been able to understand me due to my accent "maybe a little southern sounding". She also told me that she had found the motor for her stabilizer jack online for $100.00 and felt that my employee misled her in regards to the motor. Due to the recent supply shortage in RV parts it has been difficult to find the motors for the stabilizing jacks or any parts for that matter. We looked online after speaking with her and found the original part for $358.00 dollars not $100.00. During the call on Saturday 3-26-2022 I asked her multiple times what it would take to rectify the problem the customer would only take a refund. I offered to give her the used motor I had on hand and to drive out to Cedar Hill and install it for labor only this would make the total charge $200.00 and the customer declined this offer multiple times. Saturday 3-26-22 I noticed the customer had also added a photo of the jacks to my Google photos on line which made no sense to me unless she was trying to make a statement that she was about to leave a bad review. In conclusion I would like to point out that G**** Family Enterprises has made offers to the customer to rectify this issue. I also feel as though the customer is trying to take advantage of G**** Family Enterprises in regards to this service call. She had us out to look at the jacks and then decides to have us install a faucet that she now expects to give us the price she is willing to pay and set our hourly labor rate. I would also like to point out that G**** Family made the offer to fix her stabilizer jacks on 3-26-22. I would also like to also point out that the customer st**** that she cannot change out a bathroom faucet but can wire in a 12 volt motor after watching you tube. I truly hate that the customer is unhappy but I have already made her the best offer I can in regards to her complaint. I would Like for the BBB to try and verify this ladies address email and phone #. Attachments: -Audio Recording if we can upload. If not available for upload we can bring to the BBB office. X-XX-XX phone call -The initial call to service from the answering service -Invoice from customer - Notice of payment from customer - Email From Customer on 3-22-26 - Customer invoice XXXXXX showing similar service without faucet including same price of labor - Customer invoice XXXXXX showing we charged the same amount for similar faucet.

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