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:01/16/2023

  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.

  My 2010 ******* MKX was stored at their facility and was damaged during *************** They called me after the hurricane and told me one of their roll up doors was hitting the passenger front and rear side doors causing damage to my car. I asked for pictures and they sent them to me . When I called them back they wanted to repair the car which would require body work and painted. In speaking with the office manager and body shop ****** on speaker phone they wanted to repair the car . I assumed because it was damaged at their storage facility and admitted it was their fault they were doing it for free and at no time did they tell me to file a claim with my insurance company. My question to the body shop ****** was It is a ********************* paint on the car and can you do that painting? His quote was I paint million dollar RVs and his special computer with laser picture abilities can make the match easy. My next question was . We are coming into town on Dec. 11 and needed the car for transportation and they said yes it would be done . Well the day before we were to pick up the car from RV Doctor they informed me the car might not be ready and when I arrived it was not ready for me to use . I had to rent a car to use . After 5 days later and complaining about not having my car and having to pay for a rental they told me the car was done and ready for pickup . When arriving and seeing the quality of the paint job that was done on my car . The pictures that I have of it will show how bad it is . They also wanted to change me $600. Dollars for it . I refused to pay for it and they said nothing at any time that they were charging me. They then said and admitted it was a bad job and offered to do it again . That was Dec. 16th . I told them I was coming back on Jan 11 th and they they said it would be done . Well on January 10 they called and said it might not be done in time . I told them I wanted my car no mater what and I agreed for them to leave it outside to pick up . No repair was started and I took the car. They not one time told me the truth.

  Business Response

  Date: 03/16/2023

  The customer contacted ********************** in June of 2022 to store his vehicle during the months the customer needed. The date the customer signed the contract he was advised the proper documents to have to sign the contract for storing his vehicle during the timeframe he needed. One of the documents provided was insurance in case of a natural disaster through the *** county. At the time of signing the contract, our office staff explained and advised if any natural disaster comes to the area, we will advise him to start and submit a claim, he verbally understood and dropped the vehicle off.  In September of 2022, *** County Management advised *** county under hurricane watch and warning. Every unit that was stored in our storage center was secured for the storm. The customer unit was stored next to our exit doors, during the hurricane the trim piece of the door collapsed and caused damage to the customer vehicle. Once all the damage was accessed the customers were contacted to start and submit insurance claims from the hurricane damage. Mr. ******* was contacted and pictures were submitted to him of damaged doors, he then advised he would file a insurance claim to proceed with the repairs. The customer advised he would be traveling to the area and asked if we could make the repairs, we contacted him and advised we do paint million dollar coaches that would NOT be a problem at all. In the time of repairs happening he was contacting insurance. We also advised the customers once the unit goes into the paint shop no dates would be guarantees for pick up until completion. He proceeded with his plans and came down after advising him in plenty of notice the car would not be ready for pick up. He then proceeded to get a rental car for the duration of his time here. In the process of the repairs, the customer was suppose to submit a claim for the insurance damages and get back with our billing department to process the payment for the repairs. The customer was then advised the charges due on the account, he got very bill rant with staff on the phone and we do not tolerate this  over the phone at our staff or in person. To try accommodate him, we understood they have been inconvenienced with the car not being ready, we offered to pay for his rental car for the time needed, even though we advised not to come down on vacation when your car is not ready for pick up. He then didn't want to pay the charges which any repairs are not free and at the time of picking up the vehicle he advised the insurance he has does not cover that type of damages. We did try to accommodate the customer as much as we could, paying for the rental car even with plenty of notice not come down until the car was ready was within a couple days later. At the time of pick up, the customer advised he didn't like the how the door handles came out with the clear coat, we told him we could fix this issue under the warranty. He gave us some dates that did not work with our paint shop schedule that he was traveling out of town. We told him he can leave the car but no guarantees on repairs by that timeframe he understood and said he owuld drop it off just in case they had some time to repair while he was traveling. The billing adjustment he  requesting, their is nothing to be adjusted. Rv Doctor took care of rental car even though we advised him not to come down as the car was NOT ready. The customer assumed the job would be free and he wouldn't have to pay repairs. Rv Doctor had time, materials, and the customer has paid ZERO to repair the car. The repairs were done for free to accommodate the customer. ********************** has accommodated the customer over and beyond. The customer was told every week the updates, he didn't like the updates he was told and accusing our staff of lying to him, Our staff does not lie and we only proceed accurate information for the updates.  The customer has been very bilerant with all staff here at Rv Doctor and Rv Doctor has  accommodated the customer. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:12/06/2022

  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.

  I pre paid RV Doctor for 5 months of storage for a golf cart starting in May 2022 and ending Nov 2022. I live in *************** during the winter and ******* in summer. Hurricane ******************* on 9/28. I decided to sell my golf cart to an individual in ***************. I called RV Doctor and asked if they could allow the buyer to pick up the cart. I asked if they could mail the check for purchase of my golf cart to me. They suggested that the person make the check out to RV Doctor and they would then wire the money to me if I provided them my bank info and routing number. I was skeptical about it at first, but they assured me they do this all the time with other people selling their RV. The cart was purchased for $3250 and a check was given to RV Doctor and that check has cleared. I did not receive any money from RV Doctor until 11/23 with a deposit of $1000 only. I communicated with them to find out why they did not deposit the entire amount and was told they were limited to only sending $1000 at a time. Another deposit came in on 11/25 with $1000. I was encouraged that the money was finally coming in. I asked when the balance would be paid and was told on 11/30 with a deposit receipt that $1250 would be deposited on 12/1. I only received $500. They still owe me $750. I have tried calling and emailing and texting and get very little response. It wasn't until I used a different phone with a different caller ID did I get someone to answer the phone. I spoke with them again this morning, and they assured me it would be resolved and they would get back to me by the end of the day. They did not. I do not know what else to do. Just don't understand if they received money for the cart, they should have transferred that to me. It is not their money, but they have had it for over a month.

  Business Response

  Date: 12/20/2022

  To whom it may concern , 

  Please see attached documents that was emailed to the customer as well , 

  Thank you so much , 

  RV Doctor 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18527834
  
  I am rejecting this response because:

  They attached a deposit slip that indicated they paid me $1250.00 to my account on 12/1/22.  Only $500.00 was deposited.  Please see the attached document from my bank showing all deposits ever made to me from RV Doctor.  So far they have made payments to me totaling $2500.00.  They still owe me $750.00.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/10/2022

  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.

  I reached out to RV Doctor for an estimate on a roof leak and the back wall of my travel trailer that had a leak. I took my trailer to them on July 28th at 3pm. I was told that it would be a day or two and I would have an estimate on my trailer. I received an estimate on August 4th for 19k which included work that I did not request. After discussing this with them we agreed on the roof repair and replacement of my back wall. I then asked ******* what the turn around of this project would be. "The back cap will take a estimated 2 weeks to arrive and if that happens then no more than 30 days from start to finish as long as the manufacture doesn't delay it". I paid half of the estimate which was close to 6k that day and I was told that they would order the parts that friday or Monday. August 26th I was told they were in the middle of repairs and once they were finished they would contact me. I thanked them and asked if they though it would few a few more weeks. ******* said yes and once she she had an update she would let me know. Two weeks go by without any update. I reach out for an update. She said she would get me an update tomorrow and pictures. Nothing for another week which brings us to September 6th. I reach out again for an update. Wednesday, Sep 7th She said they were in the middle of repairs and would get me an estimate on time to completion and get back to me. No update. I reach back out September 15th with no reply. I reach out September 19th and get a text that says she will have to back to me tomorrow. No Update. September 23rd I tell them that this is really impacting my life and they have had the trailer for 2 months. No reply to my text. We experience a hurricane in the area and RV Doctor send out an email telling people that they would email everything that week letting them know whats going on with their trailer. No email. I text ****** on October 6th and ask for an update. She said they didnt have phones but give her a couple days. No updates since

  Business Response

  Date: 11/14/2022

  This response was taken verbal by the BBB:

  We have been in constant communication with the consumer regarding the ordering of the part. Due to age we have not been able to get it from the manufacture and consumer has asked that we go to another dealer on 11-10-22. 

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/06/2023

   
  Update: 3/3 had an appointment to pickup my unfinished trailer at 4pm. As of 645pm I drive around the building to see them putting caulk on my roof which was supposed to be done back in august. Yet another lie! They also returned my trailer missing trim from the front (which shouldn't have even been touched) and my battery cover is gone. They did replace the **** stand that they broken but when I got home it was no longer working! So now I can't even get it off my truck!!!! Original complaint: Dropped on my trailer in July and was giving a 1 month turn around. They knew I lived in my trailer full time and as of today 2/16/2023 I still do not have my trailer. They say they can't get parts...I spoke with ******** who had no record of the parts being ordered. I've asked multiple times for an invoice to which I never received. I've asked for pictures of the rear of the trailer so I can literally make it road worthy to take to someone else, which I have never received. As you can see from EVERY post here they NEVER take responsibility and always blame the manufacturer or worse, the customer. Expect to see that when they see my review. As of now Ive spend nearly **** in hotel fees while going to school. They lied about removing my back wall just to get me to keep my trailer with them so they could get more money!!!!

• Initial Complaint

  Date:08/09/2022

  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.

  RV doctor had rv for 17 days. One item on work order was to fix generator. Told them it started but after awhile would stop. This charge was $160 plus tax. Drove away and within 3 miles it stopped working. Continued home started it again and it stopped. Called them immediately to inform them and told them RV was being taken to ******* Keys for a week. On the trip it would start and stop as before. When I got home I made sure fuel pump was working. I pulled the spark plug and it was terribly fouled!! They obviously didn't look at it! I also ran cleaner thru the carbuerator. The generator now works fine - they did not define the problem I did and I fixed it. They basically called me a liar. Sent them proof of spark plug purchase and told them what I did. They have no intention of refunding the money!! They are wrong and arrogant.

  Customer Answer

  Date: 08/16/2022

  We took the ** because they claimed generator issue was fixed! Their bill did not have any explanation as to what they did to fix it. Just the amount!
  So what did they do? They did not check or change spark plug nor clean the carbuerator.

  Customer Answer

  Date: 08/24/2022

  They originally had until 8/24 to *********** 9/3?
  Owner knows they never pulled and replaced the fouled spark plug!

  Business Response

  Date: 12/06/2022

  We have received the Complaint & would like to respond * 

  This customer brought this unit is for a tire rotation * Oil change on the Generator & oil change on the Engine * The Tech just did the maintance on unit * the spark plugs were taken out 

  which we have pictures & the customer DID NOT WANT TO SPEND THE EXTRA MONEY * it was brought to his attention * which we have in a text message stating that . 

  We are not going to Refund any funds due the service / mainiance  was performed per the specs of the unit * please take the time & read the text message of the customer / ********************** conversation as everything is 

  documented with RV Doctor .  We have pictures of the spark plugs being out of the unit 

   

  Good Afternoon **** The ******* update on your unit is in the diagnosis stage* our team will processing a estimate for the needed repairs next week. Our office will communicate next week. Thank you* RV Doctor Office
  Show less
  Jul 08* 4:50 pm
  ******* Rv Doctor
  It was a pleasure speaking with you * we have noted that you folks need to pick it up on the morning of the 20th * no later * i will be reaching back out to you soon & thank you so much * *************************************
  Show less
  Jul 13* 11:18 am
  Women's **** Sequin Bodycon Dress *********** Lace Up Halter ***************** Party Dress https://a.co/d/agHES5t
  Jul 19* 4:18 pm
  Payment received
  Payment for 2017 Jayco Alante Invoice #*******
  Jul 20* 9:46 am
  Rv Doctor
  Receipt sent
  Payment for 2017 ************ Invoice #*******
  Paid:$401.61
  View ReceiptView invoice
  
  Jul 20* 9:46 am
  Generator went off again. First time driving about 5 miles second time started at home and died in 3 minutes
  Jul 20* 10:40 am
  ******* Rv Doctor
  It ran here all day yesterday * can you bring it back in as we couldn't get it failed when we had it * don't do anything to it so we can see what is going on * thanks dear - *******
  Jul 20* 12:04 pm
  Not until next week.
  Jul 20* 12:31 pm
  ******* Rv Doctor
  Ok * when you are back* let me know when you can bring it back in to test it again * thank you again so much
  Jul 20* 1:24 pm
  Proof of purchase spark plugs replacement. Also permafoam directly into carb via auxillary tank. You did not fix generator I called within 30 minutes of leaving your shop and reported it stopped running. I fixed it and hope your business is honorable enough to refund the 160$ charge.
  Aug 01* 3:14 pm
  Rv Doctor
  Good ****************** our conversation we had we requesting proof of generator failing * in order to let management know of the refund you are requestion. Thank You RV Doctor Office
  Show more
  Aug 01* 3:15 pm
  My word is not good enough? I called same day and reported failure! Guess you are seeking bad review! Will get credit card company involved if necessary. It failed period!
  Aug 01* 3:22 pm
  Rv Doctor
  Hi *** * please do not proceed until management reviews this * an we did not receive anything via email from you .Thank you RV Doctor Office
  Aug 01* 3:27 pm
  I texted proof of purchase of spark plugs as also instructed
  Aug 01* 3:31 pm
  Rv Doctor
  Hi *** *can you email it * we do not receive photos through text * so if you can email us at ******************************************************* Thank You RV Doctor Office
  Show more
  Aug 01* 3:34 pm
  **********
  Aug 15* 5:40 pm
  ******* Rv Doctor
  We are reviewing this * we never received it * can you either email to me at ******************************************************** or text it to ************ thank you
  Aug 15* 6:31 pm
  It has been emailed to you! It was sent as a text first as that is what I was instructed to do. You have stalled long enough. Now the BBB and the bank are involved. I was called a liar! For $160 plus tax and your 4 percent card charge! You jeopardize your reputation. How sad!
  Aug 15* 6:46 pm
  *************************************
  We are done with the communication * we will send over the documents over to the BBB with your signed info that you signed off when you folks picking it up & we will be sending all documents & pictures over as well * thank you so much
  Aug 16* 12:32 pm
  Bad business practice. Ask your mechanic if he pulled the spark plug! NO he did not. ***e with u too.
  Aug 16* 12:35 pm