ComplaintsforMountaineer RV & Outdoor Center, LLC

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this unit in March of 2022 and have not had it in our possession very much of that time. we have 44 pages of repairs that have been done to this unit and the service at this location is awful. We lost a window while driving to a camping trip last October and when we finally were able to get it in to be fixed their employee damaged the front end of our camper which we made them replace the whole end cap which required a new window that is like a windshield. we didn't get to pick up our unit until memorial day weekend and during that time we found the windows the replaced were both leaking. we took it back and they caulked it up so that we could use it on 2 trips we had planned. After we returned from our beach trip we took it back to them on July 3 to have both windows replaced again. we picked it up on August 17 and found out the new big window was still leaking and the caulked it up again and that is not satisfactory to us. we were told that they would no longer do business with us anymore at this time. We are totally fed up with this unit and the way they do business at this location.

  

  Business response

  09/06/2023

  In response to complaint ******** filed with BBB and complaint filed by ****** ******* with the Office of the ******** *******, Mountaineer RV & Outdoor Center, LLC has always worked with the *******'s to ensure they could get to all camping trips and races, while waiting on any part or repair to be completed.  Mountaineer RV did employ an individual whom while porting this customer's coach across the service lot, crossed over a drain in the parking lot causing the fork lift towing the vehicle to jump into the unit at the front cap.  Mountaineer RV agreed to pay for repair with a full front cap replacement and replacement of front window at no cost to the customer of course.  Picture of repair needed from this incident attached showing extent.  We contacted ****** ***** and they advised the entire cap would need replaced. We did all that we were instructed.  The unit remained here at our location for a time while waiting on the delivery of the front cap, in which the customers were made aware of the long lead times on front caps for this unit.  Mr. ******* called and complained to *** ******* owner that he was upset needing to take the unit and couldn't.  Joe explained we could cover the damage at the corner of the coach in order for the customers to be able to use their unit.  The customer did not come and pick up their unit at that time and chose to wait for it to be completed.  Once the cap was received, Mountaineer RV ensured all repairs were completed, with an additional window sealing at no expense of course to the customers.  
  
  To address the 44 pages of repairs, these were not at the hands of Mountaineer RV and each RO will only print so many lines per page due to complaint, cause, corrections and tech notes.  The unit came with a 1 year manufacturer warranty in which most items the customer's brought to the attention of our dealership were covered by ****** *****.  The allegations that Mountaineer RV is responsible for 44 pages of repairs is attempting to imply negligence.  The window lost while driving to a camping trip last October was submitted by the customers and in return submitted to warranty through ****** *****, the manufacturer.  ****** ***** denied the claim for coverage (attached copy of submission and denial).  When warranty is denied, the repair costs becomes the responsibility of the customer.  The customer was notified of their responsibility to cover the cost of the window.  The customer argued they would not pay for the window because it still leaked after we replaced the window.  We resealed the window at no cost but again notified of the customer responsibility to cover the cost of the window.  Upon the last interaction regarding the window, both Mr. & Mrs. ******* were physically visiting the dealership and at the service counter at time of this encounter on August 16, 2023.  As they were walking out of the dealership, Mrs. ******* said "get me out of here before I ***** kill someone" along with yelling that our Service Writer was an ****** *****" both as she was exiting the dealership and again in the parking lot.  Upon notification by several employees who witnessed this incident and review of footage, it was discovered this indeed occurred.  The footage will be emailed to BBB and ******** *******ly separately as it is too large to attach. 

  Management made a decision to cover the cost of the window in goodwill effort while also prohibiting the *******'s from returning to the dealership due to the threats made from Mrs. *******.  This was communicated to the them upon their return to the dealership on August 17, 2023, to retrieve the unit.  **** *******, General Manager, met with the *******'s in the lot in front of Shop 1 with our Service Manager, **** ***** present.  Both, Mr. and Mrs. ******* continued with insults, cursing and Mr. ******* communicated additional threats to Mark about if he didn't own a business, he would go to jail.  Even after it was communicated to them that they were further prohibited to return to the dealership, Mr. ******* showed up again on August 22, 2023, knowing he was prohibited, to retrieve copies of RO's that could have been requested through email. As he left he saw **** ******** owner, pull in and he pulled back in and asked if he could speak to her as she got out of her car.  He stated he spoke to the state police and what his wife had said was not a threat, but rather a statement (acknowledging the remarks).  He communicated his disregard for the business and couldn't believe we had prohibited him.  **** listened and then explained it had nothing to do with the repairs of any kind that may be needed, but about the threat and that it would not be tolerated.  Mr. ******* then began to insult with not knowing how to run and ***** business and more.  **** walked away and into the building. 
  
  There have been several insults, in person and by text messages previously, both before and after both of these incidents.  Mountaineer RV has worked with Mr. & Mrs. ******* over the last year and half to meet their needs and their demands.  They have been asked to respect our employees previously before these incidents.  They have had the opportunity to speak with a representative from ****** ***** that was willing to assist, going as far as accepting the unit back to the facility for repairs and cash assistance.  You can see by the attached emails, those offers were denied by the *******'s to ****** *****. They have now demanded we provide what was already offered to them.  Mountaineer RV will not participate in a refund as a resolve or any cash reimbursement as we have covered expenses outside of the scope of our normal business practices already. 
   
  
  Thank you,
  
  **** *******

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  In response to the business’s response there is a lot that needs to be said but it won’t allow me to put it all due to the line limits. They damaged our unit and still have not fixed it correctly I don’t care what they say. We did lose our tempers and that is not ok but enough is enough. When your unit spends more time at their shop than with you something is wrong. I refused to pay for the window because they did crappy work and it still leaks after being replace twice. Along with the big window that has more caulk in it than it should and it looks terrible. They also cracked the white frame around the big window.  We have never insulted them by text or in person before the August 16 date if they have proof I would like to see that.  This could go back and forth forever because they can never get all there stories straight. Each employee tells you something different when concerning your unit.

  Thanks

  The ********* 

  

  Business response

  09/19/2023

  The ********* have been provided a chance to have the egress window (that fell out of their unit while driving down the road held in by screws and hinges and denied by manufacturer to be covered under warranty) taken care of after a conversation with Owner, *** *******, at their home and in person.  They were told he would pick up the unit himself and take it back to the dealership to take care of the alleged window, that was replaced, leaking inside the frame.  He would also return their unit back to the them and they would the review the repair order and repair with him and sign off on it on their property.  This took place on Monday afternoon, 08/28/2023 before our initial response to BBB. **** spoke that he wasn't certain at that point of the conversation what they were going to do because ***** hated the Toy Hauler and didn't want it. *** told them he would help them with values to list and try to sell their unit, to search social media avenues to list to sell, get with ***** from ****** ***** to reengage and *** even suggested to ask for payment assistance if they took the unit back to the factory and even reengage for trade assistance from ****** *****.  *** sent a picture of the frame on our own unit to show their alleged damage is a spot weld in the frame of the window itself later that day showing that egress window frames are constructed in this fashion.  He has not heard back from them.

  We attempted to salvage this relationship with these customers and this can be seen in no monies spent by the ********* for repairs to their unit as a courteousy made by our dealership even after their manufacturer warranty ended. I will also state there were several items that the manufacturer even goodwilled on their behalf outside of their warranty once submitted by our team.  At this point no refunds are due for any repairs as none was paid out by them. You will find a picture below and 2 attachments to this response.  The picture is from our DMS (Dealer Management System) communication showing text messages in our system asking to respect our employees when they brought their check in to pay for their egress window they were to cover in May of this year as well as their acknowledgement.  The second and third attachments are showing the NADA values for their unit right after they purchased and today.  You will see the trade in value is what dealerships would offer to a customer and the used retail value is what the going price would be for a private sale and a bank would finance.  These values are not governed, controlled or influenced by Mountaineer RV in any way.  We maintain our position that no refunds will be offered.  The only position Mountaineer RV will assume is the one in which *** offered to pick up their unit and bring it back as stated above.  

  Thank you,
  
  **** *******
  
  Owner – Mountaineer RV & Outdoor Center, LLC

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new ******** camper in January. The main door when it gets hot outside it sticks and will not open. I had to pay $370.00 dollars for them to come and fix it. The repair man beat the frame over with a hammer and dented the it. The frame still sticks and there is a deep scrap in the frame. It's 84 degrees out today and I can't open the door it swelled so tight. Their answer to the problem is we will just beat it back the other way. This is a brand new camper and I feel it should be fix right not with a hammer and dented up when finished. PLEASE HELP ME GET THIS FIXED RIGHT

  

  Business response

  05/09/2022

  We contacted Mr. ******* the following day, April 27, after receiving this complaint to speak with him regarding his concerns.  Mr. ******* spoke of his concerns with his door swelling, our tech beating his door of his camper with a hammer and us telling him we said to beat it back the other way.  Mr. ******* stated ******** had told him this is how it should be repaired and he stated Dee, our Customer Service Advisor said that is exactly what was to be done.  We took notes and expressed our willingness to assist with his repair and that we would conduct an investigation to determine the events mentioned and address them.  Upon the completion of that call on April 27, we reviewed the technicians notes in which he used a rubber mallet to try to correct the frame issue at that time. We contacted our warranty department to pursue the replacement of the door.  We apologized to Mr. ******* for his frustrations with his door and promised to get this resolved for him.  After conducting the investigation within our organization and listening to all phone calls, we determined the statement regarding beating it back the other way was unfounded.  I have attached that phone conversation to this response.  We were able to speak with ******** who had denied both replacing the frame and door, but approving repairs to adjust frames and we requested ******** to pursue the replacement of the door due to the customer's complaint.  ******** reached out to the door manufacturer (*******) for replacement of the door and door frame.  ******* approved the replacement of the door and door frame.  All parts are on order and awaiting delivery.  At which time, Mountaineer RV has agreed to return at no fee to Mr. ******* to remove and replace door and door frame.  The $370.00 fee mentioned in the complaint was for the initial mobile fee as stated in our Warranty Disclaimer presented to all buyers at time of signing stating that any repairs in which the unit is not brought back to the dealership and instead requesting onsite repair will be assessed a mobile service fee and travel time.   We contacted Mr. ******* back on April 28th let him know we were awaiting the approval from ******* still and we would contact him as soon as we had an answer.  With approval received, we ordered the door (frame included) on May 2 and contacted Mr. ******* that day as well to let him know of the approval and it would be ordered that day. When checking ********'s site this morning, ETA of door arrival is showing May 10.  We believe we have remedied this for the customer and will complete door replacement at our earliest convenience upon arrival of door to our dealership.

  Thank you,

  **** *******

  Owner – Mountaineer RV & Outdoor Center, LLC

*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. ↩