Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BLUF: Motorhome was dropped off for services. The assigned technician was negligent when driving the vehicle with resulting in damage to leveling jack brackets. Damage occurred when driving over a speed bump too fast and the weight of the vehicle caused it to dip and impact the speed bump. Cameras on the side of the vehicle captured driving behavior of the technician and impact with speed bump could be heard. Video of the technician returning the vehicle was not captured. The cameras were found to be pointing towards the ground and items inside the RV were found on the ground and some broken. It is believed additional and more impactful damage occurred when the technician returned the RV to its parking space. The downward force with the weight of the vehicle with a great impact can cause a camera with a ball-and-socket bracket to move towards the direction of the impact. In this case, the ground. A photo of the leveling jacks showing condition without damage before services is provided. I have talked to the service managers and provided the video with pictures. They are declining responsibility. ******* ***** ** ******* has confirmed the damage. The managers of the two locations know each other personally which creates a conflict of interest. Timeline is as follows: ********** 0832 RV Dropped off to dealership ********** 1029 Tech pulled RV into bay ********** 1244 Tech parked RV ********** 0742 Tech pulled RV into bay ********** 0809 Tech parked RV ********* 1000 Notified Service Managers of damage ********* 1030 Dropped off RV to ******* ***** ********** ******* ***** confirms damage with notification of "unable to repair on site" ********** Contacted **** Customer Service and **** Pro after multiple failed attempts to contact service manager. Filed complaint. ********** **** Pro states the dealership should pay for damages through insurance. ********** Service Manager contacted by **** Pro. Service mgr continues to decline responsibility. More info avail..

  Business response

  01/07/2025

  Our Parts & Service Director, David S****, had conversation with the customer regarding this matter. He is out of town until Thursday ******** and he will respond at that time.

   

  Brian W******

  General Manager

  Business response

  01/08/2025

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

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

  On ******** ***** ******* had his motorhome in for service on ******* ***** stated there was damage to his Jacks he sent pictures and video of us driving after reviewing the video it was determined that damage was not done on a speed bump and for a second opinion it was sent to ****** **** in Augusta and the same determination was found the speed bump did not do the damage per the video. The pictures were sent of damage but  Mr. ******* failed to send video which we have attached in the beginning of this statement  if you are unable to see video please require Mr ******* to send them. At this time it was discovered it would be and insurance issue and not a neglect on the Technician.

  
  

  Customer response

  01/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The response it not clear. It is stated this would be and insurance issue. I can agree for this to be an insurance issue and request the claim to be filed through Gerald Jone's insurance being the damage, however it happened, did occur while the vehicle was in their care and on their property. The damage did not exist prior to the service date and was found after the services were complete. I am only asking for the jacks to be covered; not the items that were found thrown from the cabinets and found broken on the floor. I have submitted before and after pictures of the jacks to support the claim. I also have evidence that shows the cameras jostled downwards and pointing to the ground which also supports the notion that the vehicle hit something underneath and in a downwards direction.
  
  The video I provided shows the driver's hastily rapid acceleration. Mr. Benson, the Service Manager, immediately after reviewing the video, agreed that the driver could have been in a hurry. He continued to comment the technicians are paid per job and not by the hour which contributes to their urgency to get the next job started. It would be helpful if the business could provide their own video. 

  Additionally, the second opinion holds no merit since the Service Managers for both businesses are personal friends (confirmed by Mr. Benson) and thereby making it a biased opinion. 
  
  Once again, I am respectfully requesting the business to file claim with their insurance and start the repair process. 

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

  Business response

  01/13/2025

  Based on the input from the third-party review of the damage (**********) and our own review, we are maintaining our position and suggest that the customer file a claim on their insurance policy.

  Customer response

  01/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I did not take the RV to ****** ****. It would be great if you can get the facts straight. 
  
  I had an in person meeting with the Service Manager the Operations Manager at ******* *****. They stated that you and no other member of **** has reviewed, seen, nor evaluated the RV nor the damage to the underside, mounting brackets, or jacks. You state you are maintaining your position based on your review and that of a 3rd party and yet this is factually inaccurate and absurdly false.

  ******* ***** also states "based on the additional information, video, and pictures that I provided to them it is clear that the vehicle and mounted cameras were jolted significantly". They agree something significant did happen when the vehicle was driven for the final time after services were complete. 

  I will not and should not be expected to file a claim against my insurance for damage that occurred in your care, on your property, and while driven by your employee. Negligent or not, the damage did occur on your site by your employee. I expect a claim to be filed through your insurance.

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  No longer own the vehicle this contract is for. ******** said to contact Gerald Jones for the refund. ******** had already issued the OK. Numerous contacts with Gerald Jones have resulted in nothing but excuses and dodging payment. 2nd complaint filed. ******** # ******* valued at $2458.0

  Business response

  09/06/2024

   

  To whom it may concern,
  I don’t have any history of anyone at the dealership speaking with the customer concerning cancellation of coverage. One product in the complaint is not a cancelable product.
  
  The team here attempted to contact the customer to discuss her options concerning product cancelation and remittance of monies due.  We have not received a response 
  We are more than happy to serve. Have the customer contact us and we will walk through the steps needed to remedy the complaint.

  Customer response

  09/10/2024

  
  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.
  
  Sincerely,
  
  ****** *****

*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. ↩