Complaints

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Very Very Bad, Shame on you! Horrible!Quit releasing equipment when its not properly repaired, correctly.Multiple occasions they have released equipment with reoccurring yes reoccurring issues with same problem they were supposed to repair.I dont know if there hiring pot smokers or just idiots.I pray to god I never have to deal with this dealer ship again!Look at the quality of work in the photographs!Real winners here at this shop.

  Customer response

  05/15/2023

  Updated 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/12/21 our 2011 ******* Motorhome was towed into Cashman Equipment. They determined that it was a coolant leak and installed a custom made hose since they could not find an OEM hose. I paid $2,746.12 for the repairs(Invoice *********** attached) and we parked it in storage. On 11/14/2021 we took the RV out of storage for a trip to Paso Robles CA. About 60 miles out of Las Vegas on the first grade the engine coolant alarm came on so I pulled off and it appeared there was coolant so I allowed the engine to cool down and continued the trip. This same issue occurred twice more in the next 1.5 hours. I again checked the levels and allowed the engine to cool down(On the 3rd occurrence added 2 gal of coolant) and we were able to make it to our destination. I called Cashman from Paso on 11/16/21 and explained the issue to Tim T***** who stated that it was probably a coolant burping issue and that it should be fine as long as I put fluid in it. Prior to my trip back to Las Vegas I spoke with mgr Steve and mgr Delson to discuss my concerns again-advised them I had added 5 gal of coolant-they stated that it is big engine and that it was ok. We did make it back to LV without any more issues and parked the RV in storage. In April 2022 we took the RV out of storage to make another trip to CA. Outside of Paso Robles we had 3 more coolant alarm issues-each time let it cool down and added coolant. On 4/18/22 I took the RV to ************* Truck Center in San Luis Obispo CA(nearest repair center). ************* determined that the upper radiator hose that Cashman had installed was leaking after performing a pressurized test. ******* overnighted an OEM hose, repaired the RV and I picked it back up on 4/19/22 and paid $1,012.68(Invoice **********:01). Upon my return to LV I went into Cashman to discuss the issue with Delson who referred me to his mgr Roy J****. Roy did not listen, was belligerent and suggested I contact the Board of Directors. I would like the $2,746.12 refunded.

  Business response

  08/27/2022

  Business Response /* (1000, 6, 2022/06/28) */ Contact Name and Title: Joel L*****, VP Power Contact Phone: ************ Contact Email: joell*****@cashmanequipment.com On or about 9/12/21 Customer brought the RV to our facility. On or about 9/20/21 our technicians performed a troubleshoot on the RV. It was determined that a coolant hose was leaking and needed replaced. Customer was advised that an OEM hose was not available and would need to be ordered. Customer stated that he did not want to wait for the OEM hose and requested that we obtain a custom hose. Per the customer's request we had a custom hose manufactured and installed it. On or after 9/23/21 the customer picked up the RV and according to the customer he placed the RV in storage. Thereafter, on or about 11/16/21 Customer called with a concern that the RV was overheating and that he had added coolant. Based on the phone conversation, it was believed that due to possible air in the lines, the added coolant should resolve the issue. To verify that air in the lines was the issue, we asked that he bring the RV back to our facility after his trip. The customer failed to bring the RV in after that trip. In or about April 2022, according to the customer, the customer took the RV out of storage again for another trip. The same issue persisted. The customer took the RV to another service shop and allegedly had the custom hose replaced with an OEM hose. Following his return to Las Vegas after that trip the customer came into our shop to discuss the issues, but failed to bring in the RV. Customer was demanding that we cover all his costs for the replacement of the hose and the time spent at an RV park while he waited for the other service shop to complete the repair. We offered to pay for the cost of the new hose, without even seeing the RV. The customer refused this offer. In the customer's complaint he is demanding a refund of the amount paid for our repair. However, in separate correspondence the customer was demanding a refund of $1,318, which includes the cost of repair at the other service shop and two nights at the RV park. It is unclear what the customer wants to be made whole. We cannot agree to refund anything until such time we can see the RV to determine what repairs were made. The documents customer provided from the other repair do not include any part numbers or service notes from the repair shop. At this point there is no way for us to know that it was the custom hose that was causing the issue or if a different hose was causing the issue and replaced by the other shop. Although warranty has expired on the parts and labor we performed, if the customer brings the RV back to our shop, we can make a determination at that time on whether any refund is warranted.

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