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:12/01/2022

  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.

  On 9-29-2022 I was charged $1,016.84 at Dennis Dillon RV for parts and labor on a camper awning. Invoice number 5540357.The awing malfunction required the awning to be hand-rolled back into position before bringing the camper in for service.I was told the awning was forced back up by manually rolling the awning in the wrong direction. This caused the arm to bend and the release lever to be jammed. Additionally, the end cap needed to be replaced.I was suspicious of their narrative. First, the release lever malfunctioned before manual rolling. That is why it had to be manually rolled. Their statement was backward. Second, hand rolling one way or the other doesnt cause damage, so asked for the return of the old parts and a copy of the invoice. They said the invoice was not available and he could only locate the awning arm. The end cap was not found but they would search for it. I took possession of the original awning arm.I emailed **** on October 2,3, and 19th requesting the end cap and invoice. On October 26, 2022, when speaking with them at the service desk I was told they charged for work that was never completed. They refunded $214.34 for the end cap that was not installed. However, **** did not completely clean up the invoice. The copy I received still shows replace arm, end cap, and re-tension springs 2.5 hours labor. **** is charging for work not performed! Im paying for end cap-related labor they didnt complete.**** said the awning arm was replaced because of a bend. After a thorough examination of the awning arm, which I still have in my possession, there is no bend. There was no reason to replace the awning arm except for the Rive-nut damage caused by DDRVs technician. On 12-1-2022 I requested from DDRVs manager a full refund for parts and labor on work never performed. Also, replacing parts damaged by ****. They refused to refund the balance of $802.50. I am requesting that **** refund $802.50.

  Business Response

  Date: 12/07/2022

  Dennis Dillon RV, LLC, denies the customer's representation of events. It has attempted several times to work out an arrangement with this customer as a good will effort. The customer had declined. Because this matter is expected to become a legal issue, Dennis Dillon RV, LLC, is unable to further comment at this time.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18493149
  
  I am rejecting this response because:

  I only expect to pay for work received and parts that were my responsibility. 

  Attached are photos of the awning arm reported bent, needing replacement. Also RIVE-NUT damage from the technician. 

  Regards,
  
  *********************

  Business Response

  Date: 12/14/2022

  Dennis Dillon RV has attempted to resolve this matter directly with the customer. Due to actions taken by the customer, as ********************** noted in its prior response, this has become a legal matter. Dennis Dillon RV, therefore, is unable to further comment at this time.

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18493149
  
  I am rejecting this response.
  
  Regards,
  
  *********************