Complaints

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:07/15/2024

  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.

  This place broke my unit and refused to fix it! I took my Class A motor home for an inspection that cost $180.25, and when I got it back, it would not connect to battery power. I called immediately and let them know. They set an appointment to visit my home to check out the unit 5 days later, rendering it useless for over five days in the middle of Summer. When the appointment time came, RV Doctor called wanting me to bring the unit in, as I let them know before that I could not do that because I was in the middle of cleaning and waxing the outside. RV Doctor staff became insulting. ***** treated me like an idiot. Even the owner was a complete jerk, refused to stand behind any work on the unit, and hung up when I tried to return to the issue needing fixing. Stating, "I don't think I will ever be able to please you!" he didn't even try! I have questioned the ability of this place because when I looked at the original invoice, it stated that I had "no inverter," and the unit DOES have an 1800-watt Xantrex Sine Wave Inverter. When I brought this issue to RV Doctor's attention, they again said I didn't know what I was talking about because there was "no inverter." I also had them check out a water compartment light, which they left dangling down and not put back as they found it. They wanted to charge over $700 to run a 12-volt wiring to the compartment. Besides all this, they left my unit a mess! There were crumbs and a half-used water bottle left in the unit. Dirt tracked into the unit because I could see bootprints on my stairs and carpet. I had professionally cleaned it before taking the unit in. Don't trust this place!!! They don't stand behind any work, and the staff is rude and uncooperative. However, they love to take your money!!!

  Business Response

  Date: 08/09/2024

  We were contacted by this customer who had purchased a used unit and wanted us to perform a new purchase inspection. We completed this inspection and sent an estimate for the repairs to the customer. We received a call back from the customer stating she was having a power issue now and we must have broken the unit. We put the technician who performed the inspection on the phone and he began asking basic questions to see if there was a simple solution (a switch turned off) that could be resolved over the phone. The customer became upset, she believed he was "treating her like she was dumb". As a witness to this conversation that was on speaker phone, ***** was asking the same starting questions we would with any customer. In no way was he trying to insinuate her level of intelligence. The conversation escalated from there into raised voiced and accusations of my technician being rude. It is my stance the customer did not understand the starting questions she was upset about are standard for ALL customers to give us the information and understanding so we can help, not hurt. By the time the customer began threats to give us bad reviews and tell people we treated her poorly, RV Doctor decided it best we not proceed with diagnosis or return visit to help the customer as she was convinced we had broken something. We are always happy to help and return to a job to fix anything that may have been broken a result of our previous appointment. We would have had her unit cleaned as well if we left a mess, we weren't really given that opportunity. We are sorry this was the experience for this customer and we would have been more than happy to work with them had that conversation not gotten out of hand. We have to agree to disagree about the facts of the inverter. We did not "try to charge $700" for wiring, the estimate was showing our hourly rate and labor times for the customer to decide if she wanted the repairs done by us. We wish this customer all the luck moving forward.

  Customer Answer

  Date: 08/12/2024

  Update to the complaint: 

  Once we realize that RV Doctor was not going to help in fixing the issue they caused, we started looking for answers to why there was no power in our unit. We opened the Utility compartment door and we found the light we asked them to look at dangling down. They had left the light just hanging there and not put back as they had found it, whether they could fix it or not. This goes to the complaint that they left the unit in bad shape and not as they found it. (picture is attached). We then started searching for other issues since they don't know how to return a unit in the same shape as they received it. We discovered they had left ALL the lights on in the storage compartments and the batteries connected, which caused the batteries to go dead. This is NOT how we gave the unit to them. We had the battery switch off and all the lights off as well. Because they did not leave the unit as they found it, not only cleanliness wise, but condition wise they caused the batteries to wear down all the way that caused no power in the unit.

  When I called to let them know that we had an issue with the unit upon return, they put me off for a week. Saying that their tech was getting married that weekend. So come to find out the tech was working on my unit a few days before he was to be married. When the day came for them to come and look at the unit, THEY called us up to change the circumstances of the appointment. RV Doctor is suppose to be a Mobile business and come to the client. That is what we arranged for them to do with the return visit. They wanted us to bring the unit back to them when I had already explained that I couldn't do that. They got hostel with us, stating that if we couldn't bring the unit back to them, they were not going to help any further. I didn't tell them I was going to give bad reviews, I told them I was going to contact my lawyer if they were unwilling to fix the problem they caused. They can't even get that correct.

  About their charges: I called another RV tech and they came out and the charges for the awning of over $1,200 for just the material was outrageous. In fact the entire bill for "fixes" was ridiculous. They wanted to replace the water heater at a price of $874.96 when all that needed to be done was fix a wire and now it works fine. The charge for $700 to fix a light in the Utility compartment was for 4 hours of wiring. Again, another trumped up charge because the other tech said it would not take 4 hours to get that light working in the utility compartment. 

  This complaint is about RV Doctor not leaving the unit as they found it. Not standing behind the work they did perform. And the supposed fixes were outrageous when I got the Estimate to fix things. Examples: Water heater replace (as stated) $874.96, Awning material replacement $1,299.99. Utility Light fix $700. Plus some misc. shop charges the bill came to $2,967.48. 

  Just to restate how the conversation ended: RV Doctor hung up on us! We were willing to have them out to look at the unit and fix the issue we later found but they were rude and disrespectful by hanging up on us. The conversation didn't go at all how RV Doctor stated in their response. It makes it sound like I ended the conversation, I didn't! They did. I was not about to call them back and be treated disrespectfully again.  

  Customer Answer

  Date: 08/12/2024

  Complaint: 21991026
  
  I am rejecting this response because:
  
  Regards,
  
  **** *****

  Business Response

  Date: 09/23/2024

  These are false accusations. We tried to walk through a few things over the phone prior to going to see the customer to resolve the issue. She was upset, accusing us of talking down to her which was not the case. Unfortunately, we are unable to continue a professional relationship with this customer. We are very sorry this escalated to the point we have washed our hands of this client This is absolutely not how we do business and not the desired result at all. I wish we could have de-escalated this but we did not succeed.

  Customer Answer

  Date: 09/25/2024

  Complaint: 21991026
  
  I am rejecting this response because: This is ridiculous! RV Doctor has never even answered the complaint. We don't want a relationship with this business. They did a terrible job on our unit and we have proof. We called in another RV Tech, a true mobile one and this RV Tech has found multitude of issues that RV Doctor never found. My complaint to BBB is to let others know of the shady job that ******* did. 1)They left a light dangling in one of our storage compartments. 2)They left the unit dirty. 3) They left the lights on in the ALL the storage compartments which ran the batteries dead. This issue caused the call back for them to come out and fix the problem, and they refused to do that! I wouldn't have this company touch the unit again. They can't even answer the complaint correctly. 

  Washing hands happened a long time ago! It wasn't by this company. This company has never even tried to solve the problem, all they have done is blame the customer, and now washing hands - of course they are ignoring the issues. 

  I want to let others know that RV Doctor is the worst RV techs I have ever delt with in my 20 years of owning an RV and 10 years of selling RV's. 

  DON'T DO BUSINESS WITH RV DOCTOR!!!
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/12/2024

  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.

  On November 30th 2023 I paid this business $1744.88 as a deposit for the replacement of an awning on a camper I own. I had no communication from them except when I contacted them. They finally told me a couple weeks ago that they were not going to be able to replace the awning because of their vendor who supplies the awnings. I was told by the manager that they would refund my money, but needed to wait until they received a check from the vendor and it cleared their bank. They would then mail me a check. I paid RV Doctor, not their vendor. Their vendor is not my problem. Any reputable business would return the money to the credit card I paid with and deal with their vendor without involving me in that issue. I don't know what's going on behind the scene, but feel I am getting the runaround whenever I call.

  Business Response

  Date: 04/29/2024

  ******** ordered an awning as stated in his complaint. The particular item was on backorder. We are aware how frusterating the lengthy wait is for our customers. Upon learning the item was not going to be available after weeks of waiting for it to arrive, I contacted the customer to advise him of other options. He asked for a refund. I was able to get the supplier to agree to a refund. When we received the payment refund we issued a check and sent it to customer. This did take longer than it should have. Wea re very sorry this happened and will evaluate our process and proceedure so this doesn't happen going forward.