Complaints

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• Initial Complaint

  Date:07/01/2025

  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 had an insurance claim due to a major water leak that resulted in water pouring out of the insulation underneath my RV. The insurance said they would pay him to remove the insulation and inspect under the RV for water damage. It was 10 months before they finished “working” on the camper and I got it back only to find water damage to my floors. I started doing what I could to fix the issues myself and realized that none of the insulation had been removed or replaced and water still sitting under the floor. The shop now claims that only one section was supposed to be replaced and he “credited” me the money that insurance paid him, when for 10 months I was calling asking when it would be done because I was worried about water sitting and rotting out my floors. Had the shop contacted me and asked if I would like to be credited that I would have said absolutely not I have been asking for that to be done for 10 months. They say there’s nothing they can do now unless I pay for it to be done and insurance says there is nothing they can do about it. The owner ****, needs to make right with the repairs and inspection that he was supposed to do and any damages he has caused by not doing. He should be held liable for making decisions on behalf of the RV owners without their consent. We are now 18 months from when the insurance claim was made and water damage started with no resolve in sight by Central Kentucky RV

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to respond, and while we understand the customer's frustration, we must clarify several important points.
  The work performed on this RV was based strictly on the scope and authorization provided by the customer’s insurance company. The insurance adjuster approved the replacement of a specific section of insulation—not a full removal or replacement of the entire underbelly. That limited scope was followed as instructed, and at no point were we authorized or paid to go beyond those boundaries without further approval.
  The credit referenced by the customer reflects unused funds from the approved scope and was applied in good faith, as the additional work was not deemed necessary by our team at the time. If the customer disagreed with this approach, it would have been appropriate to raise that concern at the time, rather than after taking the RV back and attempting personal repairs.
  We also want to clarify that the RV sat for an extended period largely due to delays in insurance communication and parts availability—factors that were communicated to the customer throughout the process. While we understand the customer was eager to have the repairs completed, we cannot be held liable for damage that occurred outside the scope of work we were authorized and paid to complete.
  That said, we are still willing to inspect the RV and provide an estimate for any additional work the customer would like to pursue privately. We are not in a position to perform additional repairs at no cost, especially when those repairs were never included or approved under the original claim.
  We stand by the work we performed under the insurance agreement and encourage the customer to contact our office directly to discuss next steps.
  Sincerely,
  **** *****
  Owner, Central Kentucky RV