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:02/07/2023

  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.

  We had an issue with our camp trailer. I called Eagle Rock RV in November. They scheduled an appointment to look at it for November 22. ****** took it in November 21. After a few weeks of not hearing from them, I called and they said they hadnt gotten to it yet, they would work on it asap and call me back. Several more weeks and I havent heard a word. I called them again. We are so sorry, we will get right in that.No word. I finally called again about a week ago, they still hadnt done anything. The person in the phone apologized and said this was an easy diagnosis and he wasnt sure why they hadnt done anything. He would call me back the next day. They finally pushed it through, and wanted to charge me $2500 in repairs and labor. I talked to my husband and we decided that was more money than we wanted to spend on a trailer we only paid $5000 for. Now we are into February and I have spent the last three days trying to find out about picking it up. I get the same thing. Let me check on that and call you back. No calls. It is now February 7th, and we are finally getting our trailer back. But one more kicker from them. Their website says Free estimates but they charged me $ 190 for an estimate and shop fee. I asked him about their free estimates that they claim throughout their webpage. That only applies IF you get the work done, was their response even though I have yet to find that disclaimer anywhere on thei webpage. Thats false advertising, in my opinion. When you see Free Estimate, you expect to get a diagnosis without cost. Plus my camper was sitting it side in the weather this whole time when it could have been put away because it took them over two months to even look at it after I had an appointment. I dont feel that I should have paid $190 for an estimate when they claim they are free.

  Business Response

  Date: 02/08/2023

  What we preformed was a diagnostic.  There was no charge for the estimate they were given, an estimate is different from a diagnostic.  We do waive the diagnostic fee if the customer decides to proceed with the work.  It did take us a while to get in due to weather and the holidays.  To better explain an estimate is knowing what is exactly wrong and then finding parts and putting the time together it would take to do said repair, in this particular case we had no idea what the problem was and neither did the customer.  We preformed voltage test and amp test to determine that the hydraulic pump had an amp reading of 65amps and only rated to 45amps under *********************** this is what was causing the fuse to keep blowing.  This then told us that the pump was bad and needed to be replaced.  I informed the customer the pump was about 1k, and it would take approximately 1hr to replace pump.  We also found that one of the hydraulic rams for the slide out needed to be replaced and all together would be about 2k.  We did not just look at this and determine what needed to be done we performed a service that took time and as a business we charge for that time.  Had it been just an estimate we would not have charged the customer.