ComplaintsforMarkquart RV

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/7/22, we brought ****** in to have the aquahot system repaired. This system heats the *** utilizing both electricity and diesel when not plugged in. ******** was informed that the ** needed to be finished no later than 12/2/22, as I had a big dog show scheduled (which is what I use the ** for) and was traveling with 6 dogs and had paid $1200 for unrefundable ** parking in August, 2022. (I get paid to handle dogs). The ** was not done and, on 12/2/22, we were told the bill was at $2850 for the electric side of the unit; only 2 electrodes had to be replaced on the diesel side, which my husband told ******** how to do. ** was not done until 12/14/22, and the bill was $4500. ******** overcharged for parts, double-billed, and the bill amounts don't add up. In addition to losing the $1200 for parking, I had to travel with another handler and lost a client because they couldn't send their dog due to space constraints in the other handler's truck (he had his own client dogs). When I attempted to talk with ******** about it, I was told by the ** *******************, that this was as good as the bill was going to get. The amounts and hours he claims do not add up, and when I questioned him, I was lied to.

  Business response

  02/08/2023

  Just this morning I have received your follow up letter/packet in the mail regarding complaint number 18960079 submitted on 1/31/2023. In this email I will explain this customers work that was completed in Markquart RVs shop on their **** Beaver Diesel Pusher Class A Motorhome between the drop off date of 11/7/2022 and completion date of 12/14/2022. If there is any further question regarding this complaint I would continue to be happy to respond on behalf of Markquart RV Hallie.

   

      When the customers motorhome was dropped off on 11/7/2022 one of our advisors spoke with the husband to verify issues ongoing with a 22 year old ******* system. This system is a hot water system that can be ran through two different power sources, electricity and with diesel. With this system functioning it provides hot water for the plumbing system and also supplies heat for the motorhome. After initial diagnostic of the system a service advisor and our expert motorhome technician called the husband (11/10/2022) to explain findings and review an estimate of repair cost for just the ELECTRIC side of this system (see customer statement of $2,850 being ONLY for the ELECTIRC side in their complaint). It had been explained at that time on a recorded line that this electric portion would need to be fixed before diesel could even be considered (in total I have reviewed 14 plus recorded phone calls that clearly spell out the work performed and the customer authorization given to perform said work). After this conversation our system shows parts were immediately ordered on 11/10/2022 and arrived 11/16/2022; after the arrival of parts the work was started and completed on the ELECTRIC side of the ******* by 11/29/2022. During this time frame, due to the age and complexity of the unit, DAYS were spent with one of our top technicians researching/educating himself with this system in order to complete the work and to finally complete the fix of the ELECTRIC side. From 11/16/2022 to 11/29/2022 only the actual working time was punched on this repair order from ************** which totaled ***** working hours, we never charge for our technicians needed education regardless of the job.

   

      Before moving on to the diesel side I need to point out an earlier statement that this ******* system functions on both electric and diesel and that the first estimated repair cost for the electric side was $2,850 as the customer stated themselves. At the point of completion of the electric side (before their deadline) the motorhome could have been taken on the trip and would have functioned properly using that completed power source. Knowing this fix was completed the customer most definitely could have chosen to take their motorhome before the deadline and before their mentioned trip. The customers statement includes only two electrodes had to be replaced on the diesel side, which my husband told Markquart how to do makes the ***** hours of working punched time on the diesel side of the job seem far simpler than it was. Many conversations with the customer involved discussion of what they had previously tried to fix themselves regarding the diesel side, the customer only spoke of what they tried and not how it needed to be fixed (thats what they are paying us for). On a recorded line the husband was told of our standing and what diagnostic needed to continue to diagnose the diesel portion of the issue, he gave us the verbal agreement to continue during this call on 11/29/2022. 10 minutes into said recording the husband states word for word after asking if we should continue: Thats fine, go ahead. I mean cause its in there and its gonna cost me more money to pick it up, take it to *******, listed to (wife) bi*** about it and then bring it back and lose time at work again to drop it off and drive home again. Markquart RV is not responsible for the communication between these customers and after reviewing this recording it was clear to me that more than enough was explained and that a clear decision had been made to proceed past any original ELECTRIC side estimates.

   

      Now that we are into the diesel portion of the work, I will reference the mentioned ***** total hours of punched time on this now DIESEL repair order. Between approval on 11/29/2022 and next update on 12/2/2022 the technician had **** hours of punched time on this job not including the time on the phone with the customer explaining possible mouse issues (droppings and nests in this area) and other research. It was at this time discussion on the need to chase wires occurred to rule out electrical issues as part of the problem (possible mouse damage). Between 12/2/2022 and completion on 12/14/2022 five more recorded phone call conversations occurred and the additional **** hours of actual chargeable repair work occurred; after one call we cleaned up the job to pull the motorhome out of the shop and stopped working on it to leave it available after hours for the wife to access her belongings for her trip, this was on 12/7/2022. On completion Markquart RV had successfully repaired this ***************************************************************************************** the area!

   

      In summary, I want to detail everything that Markquart RV has given these customers (some in addition to what has been previously mentioned for sake of time). Everything mentioned is provable by phone call where it all was explained and accepted on a recorded line:

   

           Original quotes via phone call totaled $1,853.90 in parts. Our final invoice this was reduced to $1,192.05 (savings of $661.85)

           Customer was aware $2,850 quoted early November was for ELECTRIC SIDE

           Customer was aware the electric portion of the ******* was ready before their deadline (could have been used for trip)

           Customer gave clear authorization on 11/29/2022 to START diagnosis and eventual fix of diesel issue (did not want to bring it back again regardless)

           2**** hours of actual punched labor time was spent only on repairing the issues (no education time or hours of explanatory time on the phone included)

           20 hours labor is what the customer was charged (**** hours below what the job took)

           Customer was given a discounted hourly rate ($199 per hour is the shops motorhome rate, customer paid $149.50 per hour!!). At 20 hours that is savings on labor alone of $990!!

   

   

      If the team at Markquart RV had charged this customer full punched time at the motorhome rate of $199 per hour on top of quoted price on parts we would be asking the customer for over $2600 more than our current outstanding invoice. It should be understood that more than enough has been given to these customers and that the remaining portion needs to be paid on their outstanding bill we still have unpaid in our service department. I currently have an in person meeting scheduled with these customers for this Thursday 2/9/2023 in the afternoon. All that was given in this email will be presented to the customer (softer attempts have been made) and the decision of $4,475.25 being the final amount due will be understood and we will hope to collect in full at that time.

   

   

   

   

   

   

   

  Thank you, 

   

   

   

  

  
  *******************
  General Manager | Markquart RV - Hallie
  

*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. ↩