Complaints

This profile includes complaints for Gilmay Enterprises Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gilmay Enterprises Ltd

  67 L & A Cross Road Vernon, BC V1B 3S1

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  Gilmay Enterprises Ltd

  139 L A Cross Road Vernon, BC V1B 3S1

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:23/01/2023

  Type:Product 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.

  In August to September, 2021 Gilmay replaced the flooring in my motorhome. I paid them almost $15,000. A few months later the carpet under the living area slide-out started bunching up whenever the slide was moved out. I had no plans to return to the Okanagan in 2022 but I had no choice as Gilmay needed to fix this and it entailed partial removal of the slide. In addition to repairing the carpet installation they were to fix a stabilizer that was not extending. They also replaced the house batteries. The 9/15/22 bill came to almost $1,000. On the way to where I was staying, the pantry door slid open. Apparently, they had broken the latch by forcing the pantry door open, rather than releasing the latch. It would no longer hold the pantry door shut. Further inspection of the ** indicated that someone had used their foot to slam my pantry shut and there was filth on my new bedspread. Also, the stabilizer did extend, but it would not extend into the vertical position, thereby not doing its job.I emailed the pictures of the damage and proof of the disrespectful way in which my ** had been treated but ***** (the owner) did nothing but defend the employee responsible. He did acknowledge, once I sent him a video of the non-working pantry door that he would buy me a new part. I was leaving the area and I could not return to Gilmay again. Besides, the replacement part needed to be ordered from Winnebago parts which he had not agreed to do..Once in **********, I ordered the part for the pantry door and had it installed. When I emailed the part and installation bills totaling $380.69 (US) to ***** at Gilmay weeks went by without a response. I emailed and I called but ***** did not return my calls or my emails. After spending close to $16,000 at Gilmay you would think they would do the right thing and pay for the damage they did. I have now been waiting for six months and he has not even offered to pay for the part, which he had previously indicated he would.

  Customer Answer

  Date: 23/01/2023

  *****, the owner of Gilmay indicated on July 18, 2022 in a text message that he would buy a new part.  There was never a time that he said he wouldn't pay for it until I sent the receipts and his lack of response and refusal to speak to me made it pretty clear he had not intention of paying for it.

  Business Response

  Date: 30/01/2023

  Hi,

  
  

  Do you have an email I can send you all the information on our end for this complaint?

  
  

  I have a documented chain of events communicating our side of the story, photos, texts.

  
  

  **********;

  Customer Answer

  Date: 30/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:  They have not responded.  They have only requested your email address so they can further deny any responsibility for the damage to my motorhome.  They are very good at making excuses and not taking responsibility no matter how wrong they are.  As the space for my original complaint was limited I have attached the ****** Review I did.  Thank you very much for your help.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/02/2023

  My name is ***********************. My wife, ****** and I are the owners of Gilmay RV and ****************************** in ****** **. We have been a small family run business for 13 years. I would like to explain our side of this complaint with ************************** 
  ***** came to us for assistance with her motorhome in August 2021 where we were hired to remove her motorhome slide room in order to upgrade her flooring throughout her coach. As well as several other items; 
  
  - Repaired her blind.
  
  - New caulking around her shower and exterior overhead bunk seals.. 
  
  - New struts under bed, rebuild bed structure. Re-fastened panels. 
  
  - Replace crushed exhaust tip on motorhome, passenger behind rear tires. 
  
  -The whole back wall had separated from the floor structure. We found this when we removed the bedroom carpet. 
  
  Once all of these listed repairs were completed she left happy and went on her way to live in her coach throughout her travels from **************** through the ** / ******. 
  
  We heard from her the next year where she complained of her carpet starting to move around under the slide room while her slide was being extended and retracted. We have always stood behind our work and we always offer a 1 year warranty on work performed in house so we asked her to come see us the next time she was in our area, as her annual trips landed her in **************** to see family. She was ok with that so we waited for her arrival. 
  
  
  
  ***** arrived in July 2022. We immediately removed her slide room and proceeded to replace and upgrade the original process used to install the carpet and found a certain area had come loose. This was caused from wear from the slide room traveling in and out. We designed a new way to attach the carpet so this problem would not happen again. While we had the slide room out of the coach, we upgraded her slide room rollers system, then re-installed her slide room and tested its operation. It worked great.
  
  
  
  We gladly repaired this at our own expense, no charge to the client. This warranty job took over two weeks at a cost to us of over $12 to $15,000 + pre-taxes, plus parts and supplies. We of course did not charge ***** for any of this work since we always stand behind the work we do, plus we respected ***** traveling a far distance to work with us and have us repair any issues. 
  
  
  
  ***** showed up to pick up her motorhome on a Friday afternoon, and we were just finishing the final testing of the operation of the slide room that we had re-installed. At that time, we found her batteries were not performing well. We inspected them and advised her that due to the age and condition of her batteries that she may want to replace them. She agreed. This was the only invoice that we charged her for in 2022.
  
  
  
  I, as the owner of the company and as an ** Tech from the past, jumped in the shop to help our techs to get her old batteries removed and new ones installed, fastened down for travel before she had to leave that day. We had to replace all her battery wire terminal ends due to heavy corrosion and wear, plus retrofit her new batteries back into her tight battery compartment. We did not charge her for any of my time (**** hours @ $135/hr) involved with helping get her motorhome batteries replaced. We got everything battened down and backed her coach out of the shop and positioned it on flat ground so she could hook up her tow vehicle. She paid for her new batteries, we said our goodbyes and off she went. We all thought she was happy with the service we provided. 
  
  
  
  The following Tuesday after a long weekend, we came back to work with multiple angry voice messages on our shop answering machine from *****, claiming that we damaged her pantry door and drawer glide catch/lock. Right away I spoke to all the technicians that were involved with the work, asking how and or what we did in order to damage this pantry door or glides and learned that no one ever needed to open that cabinet to do any of the work the whole time it was here.
  
  
  
  So, I called ***** right away to get her side of the story. She explained to me that she was upset with us because while she was driving her motorhome, the pantry door somehow rolled open and slammed around. She said now that this had happened; the lock would not work properly on that pantry door. She continued to tell me how this pantry door and glide system / lock had been repaired already from an ** tech in ********** the previous year. She expressed to me that it cost her x amount of money the last time and that I owe her money unless I can source a new lock / glide system and have it sent to her. I never once accepted blame since all **ers know that it is their duty to "****** down the hatches before travel," especially for safety reasons while driving in a motorhome. We, as always, just wanted her happy and back on the road enjoying her motorhome since she seemed like a nice lady. 
  
  
  
  ***** also noticed that she was missing a small metal piece that is used for an entrance door holder. I immediately found that piece, got a shipping address at her request and we packaged it up, ready to ship it to her. I immediately started working with my **************** looking for a replacement glide / lock. She told me she was on her way to the Kootenays. In hopes of mending this customer relationship and since the latch in question had been repaired once before I offered to meet her where she was at in the Kootenays the next weekend and I personally would repair her pantry door and lock. I gave her my personal cell number (which I never do) so we could keep in touch throughout that week until I got there. She texted me photos of the roller glide that was damaged and I continued to work with my **************** trying to find a replacement, hoping I could replace the damaged glide when I arrived at her location. The part was a Winnebago specific part and not an easy one to find. 
  
  
  
  That same week we learned about ****** complaints, my wife and I booked help from our family to take care of our kids. We originally wanted to book a room at ****************************** but they had a 3 day minimum so we adjusted our plans and decided to head out in our truck and camper with tools to repair *****'s pantry door. We booked a camp site just down the road from where ***** was staying, in the ******************** area. This trip from our shop in ****** ** to ******************** is 6 hours one way to get there plus an hour-long ferry ride each way. As I made plans to further help *****, I was texting her and she was replying, knowing I had the plan to come out and personally help her where she was parked with her Motorhome. 
  
  
  
  Our staff knew that entire week that we were booked to take time off from work and family was booked to  take care of our kids to leave Friday early to mid-morning to assist ***** on Saturday. Right before we left ***** texted me expressing her frustration with the power supply that she was plugged into out in ********************. She wanted an exact time that I would be arriving to help her. At that moment I could not give her that exact time of arrival due to the long trip ahead and the many variables that could pop up driving the twisty roads in that area. Adding to that, needing to catch a ferry to get to ********************. She said it was not good enough and that she needed to head south. I reminded her that I had committed to heading in her direction the following day to help her on Saturday mid morning. She texted me saying that she would just get her pantry door fixed in ********** where she got it fixed before, but that she would have to pay. Now we were confused because we had made plans to help her that whole week. My wife and I had our camper loaded for travel, time booked off with our staff so we continued to travel to ******************** in hopes that we could mend this relationship with ***** and that we could address this problem head on as we always do in our world as honest business owners. We did not hear from ***** the whole weekend so we enjoyed the local events and people in ********************. 
  
  We got back to work the next week and ***** texted me saying she received the small metal piece that we mailed to her friend or family. She seemed happy.
  
  Then I received an email from ***** blaming me for damaging the lower edge of her Motorhome bumper. I spoke to her on the phone and asked her to explain to me how we are now being blamed for damage to the exterior bumper of her motorhome? I explained to her that her motorhome drove straight into our shop  which measured between 50 to *************************************************** off with us. Our shop bay doors are on flat and level ground. Her ** did not move again until the day our work was complete and the motorhome was ready for her to pick it up. I personally backed her motorhome out of the shop with no incident. She was there when we pulled the motorhome out of the shop bay door and she proceeded to install her tow vehicle to the back of her motorhome. The damage that she sent a photo of would have been noticed at that point while she was hooking up her tow vehicle to the rear of her coach. 
  
  
  I continued to ask her how I was to be blamed when her motorhome was on flat ground the whole time and it only moved in and out of our shop bay door once. She then told me that she had only driven **** kilometers since she left our shop and that it was not her fault that her bumper area was damaged. I honestly didnt know what to say at that point. That was when we dug into our old archived photos from back in 2021, from her first visit to our shop. Luckily we take before photos of all the **s we work on. We found photos of the damage she was claiming that was on her ** before we touched her ** the first time to replace the flooring.
  
  
  A few days later she continued calling the shop demanding money and then added a new complaint about a foot print **** on her cabinet. She sent photos of this footprint. I then spoke with our technicians involved with the repairs. We assessed all their footwear tread patterns which did not match the print pattern in the photos. Later that day we realized that the pattern in the photo was the same pattern that is on our heavy duty floor and cabinet protection that we lay down before we start a major repair. We completely cover all lower cabinets and flooring so we can enter and exit these rvs safely without creating damage. The footprint **** could have been when our technicians are contorting their bodies in order to work on or fasten certain components needed to complete the task at hand. A foot could have come to rest on the cabinet but it was protected by our layer of flooring and cabinet protection. It was not done maliciously. Especially knowing the kind hearted technician that was the main tech working on that particular repair. I expressed this to her but she did not want to hear that. In hindsight, if we were not rushed to help her replace those old batteries we would have taken more time to continue wiping all surfaces on the interior. Instead we were doing our best to get ***** back on the road with proper batteries for her travels. There was no damage with that footprint, only a thin layer of dust in the shape of a shoe print. ***** was expressing that we were rough with her ** and we did not care, which is not true.
  
  
  That was when I knew I could not make her happy, no matter what I did to resolve her complaints. I then concluded that she was trying to take advantage of me, our company and reputation.
  
  
  
  As a lifelong **'er myself, growing up manufacturing **'s as my Dad was the founding father of *********************** manufacturing truck campers, trailers and motorhomes, we always used the ** products we produced in order to constantly improve our designs, supplies / materials used and the floor plans we designed in house. We would ** to the US and ****** multiple times a year growing up.Taking the time before we move down the road to be sure that everything is locked and latched before moving was always a priority and common sense for safety reasons. I never once expressed this to her. I just wanted to help her to have a great experience with her ** repairs from Gilmay RV, but now it seems she just wants me to pay for everything that goes wrong throughout her continued travels as well as make our small family run businesses look bad. 
  
  
  
  Shockingly we had the money that she spent on the batteries we sold to her withdrawn from our account due to ***** creating a Dispute Resolution Case through a payment company. That money was spent in our Parts Store for her to be able to power all the functions throughout her ** properly as well as operate her slide room. I sent that company a similar reply and photos of all discussions around all these topics...... I still can't believe that the money she spent to upgrade her batteries could be withdrawn from our hands. So I would be paying for her new batteries when she asked for them to be replaced and needed to be? We just received that money back into our account. I am only guessing that we won that complaint dispute since we have not heard back from that company. Now ***** is slandering me personally and Gilmay RV on ****** Reviews and then now BBB. At the end of the day I honestly do not know what more I could have done to help ***** or make this situation any better. 
  
  
  *****
  

  
  

  Customer Answer

  Date: 07/02/2023

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

  Either the owner is confusing me with another customer or he is completely lacking in honesty and integrity.   I took my motorhome into his shop for the repair on July 12, 2022.   I picked the motorhome up at the end of the day on FRIDAY JULY 15TH, 3 DAYS LATER.  I will attach the emails I sent to Gilmay on the 15th and the 19th of July.  I was nothing but polite and respectful.  His indication that I was slandering Gilmay is incorrect as nothing I said about the company was false.

  Obviously the owner is not going to take responsibility for this; it is a waste of my time.  If the job had been done right in the first place this trip would not have been necessary and none of this would have happened.  Please just indicate the complaint was filed and the owner of Gilmay refused to pay for the damage his shop caused.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/02/2023

  Tell us why here

   

  I have been honest this entire experience.  From standing behind our work from the first visit to giving ***** a direct line of communication with my cell phone (which I never do), to where we made a serious effort to help her along the way after she broke her own pantry drawer glide and lock on the second visit. We did not damage *****'s RV. She neglected to fasten all her cabinets inside her rv before driving down the road. Careless even after she had that lock and mechanism repaired previously as she had stated. Even with us not being at fault for this I went above and beyond to try and help her, even with a previously damaged and repaired lock on a cabinet door, which shows my true character and integrity as a small business owner. That we do care.
  Then ***** started to constantly blame us for items like exterior body damage that I proved to be fraudulent with time stamped photos from before we touched her RV with her first visit. This again shows the lack of honesty and integrity on *****'s behalf. 
  Everything we did on her motorhome with each visit to our shop, would take more than 3 days to perform. There is no way she dropped off her RV and picked her RV up within 3 days as she just replied in her last response. It takes more than one full day of work to get that slide room ready to be removed from her rv. More proof that ***** has a serious lack of honesty and integrity of her own.
  
  To clarify, ***** has slandered me personally on her ****** Review, when she was saying "I followed her to *********"?? It is also called defamation of character. I did not do anything of the sort, again a reflection on her lack of honesty and integrity. My staff, long time clients, friends and family are all quite upset with her ****** review as well as this BBB complaint. How she thinks she can try to make it look like I am something that I am not.
  I will not stand to be slandered and personally discredited. Especially when I put so much effort into working to make things right from the very beginning with *****. Until she proved to be the dishonest person by constantly shifting blame onto me for things I did not do. 
  I am happy to continue these strings of clear honest communication for the record, especially since I have photos, texts, emails, all with facts that point to me not being what you are saying that I am. Now with every new reply, you open up more opportunities to communicate the truth on my end.
  
  *****, maybe it's time to take some accountability for your own actions instead of hiding behind a keyboard trying to run my company and personal name through the mud...

  Customer Answer

  Date: 10/02/2023

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

  I am absolutely appalled that he would blatantly lie about so many things! 

  
  He obviously has no idea what goes on in his own shop.  I have attached an email stream between ************************* or someone using his email address as I understand he no longer works for Gilmay.  In the emails the drop off date to bring my motorhome in for repair was Tuesday July 12, 2022.  The receipt from Gilmay, previously provided is dated July 15, 2022.  My motorhome was in their shop for 3 DAYS!  I did not even get to **** from ********** until Friday July 8th and the Monday after the 15th I was in **********, ****

  
  Also attached is a section of the text conversation between ***** and I in which he indicates the following: We are booked at ******************************. (Which I assume meant him and his family) Probably see you at your campground Saturday sometime.  

  
  Also attached is a copy of my ****** review.  Nowhere in that review or anywhere does it state ***** followed me to *********!  He is an out and out liar!

  
  I cannot believe that he thinks I would go to all this trouble to try to get his shop to do a repair for damage I had done myself!  The guy is delusional! 

  
  If I had run my business of 22 years the way he runs his I would never have had the BBB Accredited A+ rating I had.  My entire life has been based on honesty,integrity and fairness to all I associate and do business with.   It is very apparent that the same does not hold true for ***********

  
  This is the last time I will respond to the ravings of someone of such low integrity that he would make up lies to try to make himself look better.  As I indicated before, this is a waste of my time.
  
  Sincerely,
  
  *************************