Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/29/2024 I entered into a contract with RCD to purchase a 2018 travel trailer and paid an extra $795 to have it inspected both mechanically and electrically and was told that everything was fine with the unit in question when I went to retrieve it today 8/30/2024. On our way home after a few miles on I70 I needed to hit the brakes, and the camper brakes were extremely weak at which time I slowed to a crawl until I could get off the interstate. I called RCD and was told to bring it back so a tech could look at it which I did it took about another hour and a half for them to tell me to leave it till Tuesday to be looked at which infuriated me. I want to know why the bad brakes were not found in the inspection I paid for and put my wife and myself and other drivers on the road in serious jeopardy and cost me 4 days of prepping for my annual camping trip next weekend. I am asking reimbursement of the $795 inspection fee that I believe was never performed other than plugging it in and checking the lights.

  

  Business response

  09/06/2024

  Good Morning,

       This complaint appears to have been submitted on Friday evening.  We addressed the customer's concern first thing Saturday morning and he picked up the unit on Saturday 9/1 around 1pm.  

       We did complete the inspection that the customer paid for.  In fact while doing that inspection we found that the breakaway switch was not working so it was replaced.  Once replaced we pulled the breakaway cable so there was power going to all 4 brake magnets and did an amp draw.  We had an amp draw of 12 amps which is within specs for all 4 magnets to be operating.  We then set the breakaway switch back to normal, jacked the door side tires up off the ground, spun them and pulled the breakaway switch and the wheels stopped turning.  This was duplicated for the off door side as well.  The customer was concerned with the amount of travel before he felt like the unit was stopping.  It was considerably longer than what he was used to with the unit he traded in.  He indicated that with his trade when he engaged the emergency brake that the unit brakes would stop his truck as well.  We explained to the customer that is not how the braking system on the trailer was designed.  It is designed to assist stopping not be able to stop both truck and trailer.  We did go ahead and adjust the brakes so there was a shorter travel time before they engaged and the customer was satisfied at pick up on Saturday Sept 1st.  Attached are pictures of the inspection notes, that the inspection was quality checked by a shop ******* and the amp draw before and after the brakes were adjusted.

       We feel that this issues has been rectified.

  Thank you,

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

  Service Manager RCD RV Pataskala

• Initial Complaint

  07/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The camper was definitely not as described.The sale was manipulated This was done by falsely advertising and claiming that the camper was in ready to use condition, with only one floor that needed replacing.

  

  Business response

  07/30/2024

  We try to do everything we can to be as accurate as possible with the condition of a camper.  The customer purchased a 16 year old $7k camper that had obvious issues that were relayed to the customer.  It is nearly impossible to convey every detail of a camper that age and condition.  We have been in touch with the customer and have worked out a solution.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took Camper in with zero issues for normal maintenance. After picking up camper it was driving as if it had lost power and the check engine came on. Turned around only making it about half mile down road and drove directly back. After talking with mechanic friend and Ford dealership it was determined the oil was likely over filled. We asked for a picture and that picture indicated where it was obviously over filled. When we went in to take our own picture, maybe 30 min later our camper was gone as they had attempted to fix with another pil changed. Worker walked in from test drive and stated "Nope still missfiring on cylinder 8"

  

  Business response

  03/07/2024

  We have looked into this issue and have taken immediate steps to rectify the situation.  Our top priority is to ensure that our customers are satisfied and their concerns are addressed promptly and effectively.  Our management team has been in contact and a resolution has been reached with the customer.  Should you have any other concerns, please do not hesitate to reach out to us.  Thank you for bringing this matter to our attention and we look forward to serving you better in the future.

  Customer response

  03/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  RCD fixed the issue in an extremely timely manner. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  T 1922 Spring**** travel trailer mini in July 2022 brand new only 8 mons. old. We took a vacation and the hot water caught on fire. It cost $1386. 69. to repair. RCD Sales Co. won't cover it under warranty. They made me pay for it. Also, The refrigerator handle broke, the jack underneath rusted all out. I want a refund of $ 1386.69.

  

  Business response

  05/23/2023

  Dear **** & ******* *****,

   

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We have been working and doing everything possible to get you back out and camping as soon as possible.

  It appears that the water heater issues that you were experiencing was due to the dry firing of the water heater. The RV manufacturer and the manufacturer of the have component have continued to stand behind their initial response of denying any warranty coverage on this claim. RCD made multiple attempts (see attached documentation) to both companies to try and get this water heater covered under the terms of the customer's warranty. The dry firing of the RV appliance is not due to a work in craftsmanship or manufacturing defect per the suppliers and makes that a non-warrantable issue. In good faith RCD RV has provided the customer with a fair estimate to replace the water heater, and the customer verbally approved the charges to replace the water heater. The customer also notified RCD of two other issues during this appointment that the RV manufacturer, Keystone RV, approved under the customer's manufacturer warranty. As of this time all of the repairs are completed, and the RV is ready for pick up from RCD RV Supercenter. The amount owed from the customer at pick up, is the amount the customer verbally agreed on, which is $1,386.69. 

  Thank you for your business and please reach out to myself our the staff of RCD RV Supercenter if you have any further questions or concerns.

   

  ***** *****

  Service Manger

  RCD RV Supercenter

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

  ###-###-####

  sbaker@rcdrv.com

  www.rcdrv.com

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of Transaction 9/22/2022 Service Provided: Replaced two RV 5th Wheel black tank dump valves Amount Charged: $2510.20 Amount Warranty Covered: $797.64 Amount We Paid: $1712.56 We were originally billed a total of 12 hours labor to remove and replace (R&R) the underbelly material. Page 4 of our bill clearly shows this. Our warranty company told us they only cover three hours of labor for the underbelly and the reason being, their labor cost estimate says it only takes three hours to complete the required task. We did complain to RCD concerning the excessive hours billed and were offered a 1.5 hour credit. We felt we had no recourse except to pay our bill. We contacted a service manager from another RV sales and service center and confirmed what our warranty company told us of only taking up to three hours to complete the task of removing and replacing the underbelly. This was further confirmed when we removed and replaced the underbelly ourselves for another issue. We feel RCD Sales should reimburse us for the excessive hours we paid.

  

  Business response

  10/27/2022

  Good afternoon,

       I have researched your concern and found that we did make some errors.  My tech didn't have the detailed notes of all of the items that needed to be removed and replaced to be able to drop the underbelly in two separate areas of the unit to access the gate valves. They just said they needed to remove the underbelly and gave an estimated labor time.  The advisor didn't ask for additional notes and didn't properly flat rate the job so that when he called the extended warranty company so he could challenge the time they were wanting to give vs. what the tech was asking for.  Extended service definitely underpaid for this job but we did that to ourselves.  I have coached both of my employees on the importance of the missed steps.  

       As we discussed on the phone we will be issuing you credit per the agreed upon form of payment.  Also, as discussed if in the future you have a concern and feel like it isn't being addressed accurately please ask to a manager so we can see look into the situation and find an amicable resolution while you are still on the lot.

  Thank you,

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

  Service Manager

       I

  Customer response

  10/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ********* ********

• Initial Complaint

  09/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 07/24/22 went to see about a motorhome, and was told to put a $500 deposit down to put the RV on hold while the salesperson established financing. I decided not to go with the deal the next day and the company will not give a refund of $500 back. Further examination and closer inspection of the sales receipt at home and use using a magnifying glass I saw in super small print on the form I was signing that deposits were nonrefundable. The disclaimer was not legible and needed to use other means to read the typeface. I feel I was misled by the sales rep, and there was no meeting of the minds in the contract.

  

  Business response

  09/07/2022

  Mr. ***** came to purchase a unit form RCD RV on 07/23/2022.  Mr. ***** changed his mind and decided he didn't want to purchase. His deposit was refunded on 07/30/2022 as you can see his receipt in the attachments. It was refunded to the same card that we took the deposit from.  If Mr. *****s money has not posted to his account, I would like for him to reach out to me so we can further investigate his refund and get his money back to him. We apologize if there was a mistake and will get it resolved. 

  Customer response

  09/08/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a 2023 jayco and noticed at the access panel it had a leak, insulation was soaked. Called them promised me a service appointment, didn't hear from them until I called back 3 weeks later now having problems with the electric!!!! At this point I had only had the camper 3 weeks! Lights were flickering, smoke coming from stove, frig not working! They came and picked it up on a Saturday. I called Monday Trish basically called me a liar saying nothing was wrong. Told me she didn't have time to talk to me and wasn't at work but texted me less than 5 minutes later and said to give her my husband's number, she could magically speak with him! Well she called and told him the same thing, he got mad and told her don not call him a liar he knows what was going on! She said they would look again and call back the following day. No call so I texted her, her response was im busy have no idea what's going on. Still no word!!! They are rude and give not a damn about their buyers!!!!

  

  Business response

  09/07/2022

  Good afternoon,

       Mr. and Mrs. ********* unit arrived on our lot on 8/27.  The following Monday Mrs. ******* called in to check on the unit and I advised that I was just working on getting it wrote up and confirmed the issues she was having.  We had gotten the unit through the shop on 8/30.  At that time we were not ablet to duplicate the concerns that they were having and I wanted to get them an update so I text them a copy of the work order that they have supplied so they could see the tech notes of everything we had checked.  At no time did I call anyone a liar, in fact a screen shot of the text that was sent to the customer is attached.  I actually asked questions to gather more information to see if there was something else going on that we could check to make sure we did our due diligence.  This correspondence occurred after normal business hours.  I often work from home at night to do updates, order parts and other work.  The Dealership Software we use to create work orders allows us to send text messages out of it.  I explained that since I was working from home I did not have access to the business phones but I would reach out in the morning.  However, after the customers persistence I decided it was better to call them even if it was from my personal phone.  I talked to the couple, got them calmed down and told them we would look at it again with the additional information they had provided.  

       On 8/31 Mrs. ******* did reach out for an update and my response was as follows..." I am sorry I haven't had an opportunity to get it back in. I have barely been at the desk today to make progress on anything. I will have an update for you in the morning."  I followed through on that and provided an update on 9/1 @ 11:03 am.  We still were not able to duplicate the issues.  The customer's set a time to pick up the unit later that day.  I asked them to please bring their shore cord and the surge guard they were using so we could check the electrical operation before they took the unit home.  We plugged the unit in, ran the fridge, A/C and lights.  I showed them that the batteries were charging and even went over how their surge guard worked, how to read the legend on the surge guard to be able to see what issues they may be having.  I went over the water leak, advised that we replaced the insulation that had gotten wet and the only way we were able to duplicate the water leak was when water went over the shower curtain side of the tub and seeped between the decorative panel and the floor.

       I am not sure what else we could have done differently in this situation.  We picked up their camper for them, I had two different techs look into the issues they were having, I not only worked on their repair order after normal business hours but I called them on my personal cell phone and I took at least 30 minutes going over the tests we did and operations of the unit/surge guard.

    Thank you,

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

  Service Manager 

  RCD RV Pataskala

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought new camper in 2022. First time using Aug 2, 2022 Hitch jack quit working. Called to try to get it fixed after camping. Would not work with me on dropping it off because of my work schedule and distance from business doesn't allow me to get there in time for service. Person got very rude so I got rude back. Then service guy called and tried to be rude from the get go so I got rude back. Trailer jack is broken and ac not working, blows hot air after running it all day. Was told by service guy they would NOT service my travel trailer, find another place!! Can't get it off my truck. Very rude service in Delaware Ohio. Sales was fine, ***** did a great job but service people are rude. NOT HAPPY AT ALL! Can't drive truck till I get this off. Also not sure what else is wrong since we can't camp to find out!

  

  Business response

  08/05/2022

  We have been in contact with customer and worked out a mutual agreement moving forward.  It is unfortunate that the customer ran into some issues using their camper and was frustrated because of it.  When calling us to get serviced, we failed to properly explain our service process which led to some confusion and more frustration ultimately boiling over.  The camper is being repaired currently and customer is to call me if problems persist.  We talked about this being a professional relationship and profanity will not be tolerated if our service relationship is to continue.  At this point, all is good and we look forward to working with customer in the future.

  Customer response

  08/08/2022

  In the matter with my complaint the message I sent didn't go through. I
  stated that I disputed the resolution because their message was not correct
  and it was one sided with their resolution. I didn't agree with what they
  stated
  

  

  Business response

  08/10/2022

  I talked with Mr. ***** again and he did not like the word "profanity" being mentioned in the resolution even though we discussed this prior.  While trying to have a conversation about it Mr. ***** hung up on me and has not been willing to discuss any further.  RCD will work with the customer in a cordial, professional manner in the future if he decides to pursue.

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

  General Manager

  Customer response

  08/10/2022

  ***** For one I did not hang up on him. We talked about both sides being respectful and not just blaming one side. When I told him his employee was talking that way to me he rejected the notion. My wife heard all the conversations and can verify to this. I told him if he didn't change it so it doesn't sound sided I wouldn't I wouldn't agree to it as resolved. It was both side being rude.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year I purchased a used travel from RCD Sales in Hebron Ohio. When making the purchase I was assured that all systems and safety equipment would checked and ensure everything was in proper working order. I took it out for the first trip in August and during the trip the electric brakes keep locking up, the rear entry door would not stay closed in transit once at the camp site the hot water wouldn't work nor would the furnace. On my trip home the wheels kept locking up worse until it blew a tire, I had to get an emergency repair to get it home. I took the trailer back to their service center and advised them of the problems they assured me the had repaired all the items. I took the trailer on another trip this June, once at the camp site the hot water wouldn't work and neither would the furnace, the temp dropped to the upper 40s so it was cold. When I got back I took it to their Pataskala service center. They told me they got the hot water heater to work and that the furnace ducting was blocked due to a rodent nest, they also said all the tires where dry rotted and needed to be replaced. These were all items that were supposed to be addressed when I made the purchase. The extended warranty I purchased that was supposed to protect me covers nothing.

  

  Business response

  07/08/2022

  I have spoke to *** **** about the issues he has stated in his complaint.  We have come to an agreement and resolved his issues. We are also offering further education to *** **** at our Heath location about maintenance and operation of his unit to help him in the future to enhance his ownership experience. 

*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. ↩