Complaints

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• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction. October 24, 2022 and January 18, 2023
  Amount of money paid to SMP $716.36 ***********
  We were told they could do the warranty work on our ******** travel trailer. We provided detailed pictures and information on every item that required warranty work. We were then told that ******** wanted us to get the warranty work done where we had purchased our trailer. When we went to pick up the trailer from SMP, we were told that they would not release it without paying this bill which was for an estimate for ******** to approve the warranty work. You should not have to pay for an estimate, no work was performed and they had the pictures and descriptions already. They say that it took one man 4 hours to complete the estimate. That is ridiculous. Our dealer where we bought the trailer said they never charge for an estimate, only for the work they do. They also said the SMP's pricing was too high so ******** wanted us to go back to where we bought it which we did. I called the service manager at SMP and asked him why we had to pay for an estimate and was informed that's the way it is. This is totally unacceptable because I know if we had got the trailer repaired at SMP, we would not have paid for an estimate. I have attached the bill from SMP and the estimate and repairs that were done by ******* and you can see that the actual cost to complete the warranty work was only about $100 over the estimate from SMP where they did no work at all. I want a refund for the entire amount please.

  Business Response

  Date: 16/05/2023

  Good morning,

  My name is **** **** and I am the new Fixed Operations Manager at SMP RV. I have reviewed this complaint with my advisor and everything we did was communicated to the customer before we did any on the work on this unit. A **** ******** brought the trailer in to us and it was explained to him that we can do the work but we would not be submitting anything to ******** for warranty and that the customer would have to submit to ******* for reimbursement of any charges they would cover. The customer agreed to this and we forwarded him the pictures and list of repairs needed by email as agreed upon. When we sell a unit to a customer, there are always items that do not get covered by the warranty companies and we absorb many of these costs after the sale. We are upfront when a customer purchases a unit from another dealer about this and that is why the customer pays for the time it takes for the assessment of what is needed. We have to spend time taking pictures and writing down the problems. This takes up valuable shop space and time. We will gladly do the repairs as well if the customer agrees to pay upfront and then submit to the selling dealer. We did exactly what we agreed on with the customer to help them with the repairs here or at ******* if they chose to take it back there for the repairs. My technician spent 4 hours going through the 15 items the customer wanted looked at and we charged them 3.75 hours. ******* is responsible for the claim and what they will reimburse the customer.

  Thank you

  **** ****

  Fixed Operations Manager

  SMP RV
  Prince George, BC

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We provided the pictures of the warranty work that was required and **** ******** also went around with a girl from SMP and put tape on all the areas that were requiring work.  You can't tell me that it took four hours to walk around a travel trailer to look at pictures AND the tape that showed where the problems were.  

  The entire bill for doing the work from ****** was almost identical to SMP's for doing basically nothing.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 30/05/2023

  I understand ****** is frustrated but this is how it is done in the RV business. I have explained our side of things and am not sure what clarification you are looking for. Please let me know. ****** RV does the same thing with our customers and we deal with it.This is between them and ******, not us. Everything was explained at the time of drop off and Mark agreed at that time.

  Thanks,

  **** ****

  Customer Answer

  Date: 30/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The agreement was for them to do the repairs on our RV which they never did.  The bill is for an inspection only, that should have taken an hour or less which we are willing to pay but not the almost $800.00 for no work done at all.
  
  
  
  Sincerely,
  
  
  
  ****** ******