ComplaintsforMcClain's RV

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 1, 2021 we paid Mcclains RV $110.27 to give us an estimate for a repair for our RV. When we picked up our RV the employee said he would write up the estimate and call us .We did not hear back , so we called , and were told that the employee quit and didn't write up the estimate , so we asked for a refund due to services paid for but not received. I talked with them in 9/2021, and on 12/23/2021 , 3/16/22, 5/13/22, 7/1/22, 8/1/22, 9/7/22. They still have not sent us a refund .

  Business response

  06/24/2023

  ********************,

  I'm researching the information on the account and should be able to get you an answer ASAP.  I see in the complaint that you've spoken to our store a number of times.  Can you please provide who the person was that collected the money on the estimate?  I know they no longer work here but I'm trying to dig through records and a name sure will help.  Any other names that you can remember speaking with will be helpful as well.  

  Thank you, and I will be responding as soon as I can find all the documentation.

  Regards,

  ***************************

  Business response

  07/06/2023

  ********************,
  
  I'm researching the information on the account and should be able to get you an answer ASAP.  I see in the complaint that you've spoken to our store a number of times.  Can you please provide who the person was that collected the money on the estimate?  I know they no longer work here but I'm trying to dig through records and a name sure will help.  Any other names that you can remember speaking with will be helpful as well.  
  
  Thank you, and I will be responding as soon as I can find all the documentation.
  
  Regards,
  
  ***************************

  Customer response

  07/07/2023

  **** , thank you for responding to my problem. We brought our motorhome to you to get an estimate to fix a nosecone leak . The man we talked to who we thought was the service manager  walked through our motor home and took notes , but said he would have to write up the estimate and call us. We paid at the service desk with our ********* Mastercard.$110.27. When I called to find out what the estimate was we were told that the man that wrote up our estimate had quit, and no one knew where the paperwork was, so we asked for a refund , but did not  receive one . In December we still had not received a refund for the charge, so I called and left a message for the service manager to call us back. we never heard anything. March 16,2022 I talked to *** and he said he would ask the service manager in the finance department to call me within the hour. We never got a call. May 13, 2022 I left a message for the service manager, but I never got a call. July 1, 2022 I talked with *************************** , and he said it would have to be sumitted to corporate. He said he would talk with ****** , and ask him to call me, but he did not call. August 1,2022 - I left a message for ***************************, but he never called. September 7,2022 - I talked with ***************************** and she asked me to send a proof of transaction to her email and I did, and she said she would take care of the refund, but I never heard anything after that. Thanks for your help.

  ***** & ***********************

  ************ (*****)

  ********** (***)

  Customer response

  07/12/2023

  I am rejecting this response because:   

  **** , thank you for responding to my problem. We brought our motorhome to you to get an estimate to fix a nosecone leak . The man we talked to who we thought was the service manager  walked through our motor home and took notes , but said he would have to write up the estimate and call us. We paid at the service desk with our ********* Mastercard.$110.27. When I called to find out what the estimate was we were told that the man that wrote up our estimate had quit, and no one knew where the paperwork was, so we asked for a refund , but did not  receive one . In December we still had not received a refund for the charge, so I called and left a message for the service manager to call us back. we never heard anything. March 16,2022 I talked to *** and he said he would ask the service manager in the finance department to call me within the hour. We never got a call. May 13, 2022 I left a message for the service manager, but I never got a call. July 1, 2022 I talked with *************************** , and he said it would have to be sumitted to corporate. He said he would talk with ****** , and ask him to call me, but he did not call. August 1,2022 - I left a message for ***************************, but he never called. September 7,2022 - I talked with ***************************** and she asked me to send a proof of transaction to her email and I did, and she said she would take care of the refund, but I never heard anything after that. Thanks for your help.

  ***** & ***********************

  ************ (*****)

  ********** (***)

  Business response

  08/10/2023

  We are unable to verify that no work was done in this case but in the interest of goodwill, we will be refunding the full amount of $110.27

  Check request will be sent, check printed and mailed within 7 business days.

  Thank you,

   

  ****

  Customer response

  08/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid cash for a used 3 year old RV from McClains. They kept it for 2 days to inspect it and make sure there was nothing wrong with any of the major systems on the unit. I do not believe they inspected it due to these issues: I had it for 2 weeks and my Carbon Monoxide monitors started going off. The furnace was leaking exhaust into the living area of the unit. I contacted the dealership and got no assistance. Two weeks later I had a water leak into the living area and behind the kitchen cabinetry from the main city water inlet. When I went to inspect the leak there was fresh silicone all around the connectors it looked like it was put there to hide the leak. I also had an issue with there being old dirt dauber nests in the water heater which caused damage to the exterior of the unit from the black smoke that old nests cause. I contacted the dealership again and was told they were going to send their service manager to my residence to assess and repair the damages. After attempting to reach them multiple times (manager was always on a call or just went to a meeting) no one would return my calls or fulfill their promises to repair. I went to the store and the service manager would not even come out of his office to speak to me. He sent a young desk clerk to tell me he was busy again. I cannot get anyone to help me. I have voicemails saved where they promised to come out and fix these issues. I still cannot get anyone to return my calls.

  Business response

  07/28/2022

  Business Response /* (1000, 9, 2022/05/31) */ Ms. *****, The last time you came to the store, we were asked by you to not contact you anymore. We do not usually provide mobile service and that was made clear. The majority of our customers bring their unit to be serviced however, understanding your situation, we can make arrangements for a certified technician who is LP certified to come to you. It must be clear that if there is an LP issue, you will need to have the unit brought to our facility because we cannot perform LP repairs in the field. If that is agreeable, please let us know. Consumer Response /* (2000, 11, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that you will have someone come out to diagnose the furnace problem. Consumer Response /* (3000, 16, 2022/06/16) */ Hello, I have reached out to Nathan the Service Manager at MClains RV in Rockwall, TX 4 times and left 3 messages. He is not returning my phone calls. I would like to please reopen my case or mark it as unresolved. Thank you, *********************************************** Sent from my iPhone Business Response /* (4000, 18, 2022/06/16) */ We have an appointment with you for Tuesday, June 21st at 10:00AM Are we ok to proceed? Please confirm.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivered my RV TRAILER for warranty repair at mcclains. Some items were fixed and some never even attempted repair. Skylite trim cracked refrigerator never cleaned after investigation shower parts not reassembled correctly television cable still not working. Also while my unit was being repaired they damaged the bumper and corner trim.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/03/02) */ I'm not sure when this complaint was made but I received it earlier today (3/2/22) After speaking with my Service Manager, Nathan H******, I was under the impression that the issues mentioned above were addressed with an at home visit earlier today. Please understand that we do not have mobile technicians but my Manager felt that sending a tech out was the right call. Please let us know if there is anything else we missed or if this BBB complaint was done prior to the visit. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the business did send out a tech to my location to address the issues we had but was unable to rectify the problems completely. He did address the cable issue but could not complete. Splitter and outlet still unsecured from ceiling. The refrigerator/freezer problem is still an issue. In the service report the tech stated he turned unit on for 24 hsrs with cup of water and a thermometer in freezer. After 24 hrs.water was frozen and temperature was 20 degrees. 20 degree temperature does not freeze meat or anything already frozen. Tech never investigated why colder temps could not be achieved. The business had my trailer for four months and i was told unit was ready. Obviously no one ever checked techs work or inspected unit for cleanliness before contacting me telling me my unit was complete. Business Response /* (4000, 9, 2022/03/18) */ It is my understanding that the service team has been in contact and that parts have been ordered. Some parts are here but they will be in touch once the remainder of the parts arrive to schedule installation.

*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. ↩