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:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In April of 2024 our trailer had trailer had a leak in the slide out. It was under warranty. Ken said he would fix the trailer on-site. We called numerous times to see when they would do the repair. They never let us know. We closed out trailer on October 25. 2024. On October 28 they called to say they needed to take the trailer off site to repair. I tole them that the trailer was not prepared to be moved. I reluctantly agreed as long as it was put back exactly the way it was the beginning of April 2025. On November 8, Ken called angry that the trailer was not prepared to be moved. On the tow to Ken-Do, a tire came off the trailer. He said it was our fault and he would not submit it to his insurance. He knew the trailer was not prepped by us to move. Our insurance will not cover the tire due to "maintenance" issue. We have been asking since December for a quote for the tire repair and when the trailer will be repaired. They continue to not communicate with us. We do not know what to do. We are concerned that they are NOT going to repair our trailer. Please HELP!! We live in Lancaster. PA.

  Business Response

  Date: 02/26/2025

  I went and looked at the camper for Mr. ******** while it was in the campground, I did tell him that I thought it would initially be able to be repaired on site., but after turning in all the issues were turned into the warranty they asked that the trailer be at our facility and be repaired in our bay where weather conditions weren’t a problem. So we contacted Mr. ******** and told him that it would be better to be done at our facility, We let him know in late October and Mr. ******** himself told us himself that he will have the trailer ready to move and he himself set the date for the trailer to be picked up November 21st 2024. After I arrived at around 9:45am at the campground on the Nov 21st, the trailer was not ready to be moved, it still had water, sewer and electric hooked up and was still mounted on cinder blocks as would a permanent site. I went ahead and broke the trailer down, and got it ready for transporting after I had it attached to my vehicle I had pulled out of the campground and had driven less than 1 mile when the passenger side rear wheel went flying off of the unit. We pulled the unit over and realized there was a lack of maintenance and that the bearings were bone dry. this is a maintenance issue that the owner needs to take care of on a yearly basis and no fault of ours, In the towing industry no one is responsible for lack of maintenance with tires, axles and such but we are responsible if we have an accident with their unit. We made a make shift repair on the road and was able to get the vehicle safely back to our facility. Mr. ******** was contacted immediately while wee were on roadside and was told what had happened. he got offensive and said that I was running a  shit show after I explained to him that the spindle was dry and had no grease on it once so ever. I explained to him that I thought this may be a manufactures defect and maintenance on brakes should be done a minimum of once a year. we tried to submit it to his warranty they too denied the claim and said that it was a maintenance issue that he should have maintained it better and should have taken the unit back to the dealer for scheduled 6 month service. I took the time to meet with his insurance representative at our facility which he was reluctant to have done. The insurance adjuster said that they would not cover the spindle and bearing due to a lack of poor maintenance however they would cover the metal work that was done in the process which is very minimal. We have been in contact with Mr. ******** on several occasions including the 12th of February letting him know we were getting the estimate together for him, and that his trailer would be ready for the April season. We notified him on the 24th of Feb that he would make his April camping season and the repair for his spindle was 400 give or take a few dollars. the owner of the company also agreed to repack the other 3 bearing for free while it was at our facility to prevent anything like this from happening again .

   Campers must be maintained, they are high maintenance vehicles all he needs to do is stay in touch with his dealer for scheduled maintenance or use surrounding service centers like ours. We use pre-Season inspections, and maintenance inspections. We do maintenance work on all brands, makes and models and recommended by all manufacturer and local insurance carriers. 

   

  Thank you for your time, if you have any questions please give me a call

   

  Customer Answer

  Date: 03/13/2025

  ******,

  As far as we know the situation is resolved. We asked for the Trailer to be delivered April 11.  We are still waiting to hear back from them. Thank you for all your help. 

• Initial Complaint

  Date:01/10/2025

  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 took my ******** Motorhome for repair work and to get the roof painted. When I went to pick it up they had used a power washer which stripped some of the striping off the sides and awning stripes. There was no damage before I took it to them. They were paid and I left with my RV but they noted the issue and agreed it was there mistake and that the boss would be in touch with me. I took the RV home because I was uneasy leaving it there. This all occurred on Dec26, 2024. I have called several times and told the owner wasn’t in and would call me back to no unavail.

  Business Response

  Date: 02/27/2025

  To whom it may concern

  first off, the owner did agree to replace the stripes that looked cracked for the sake of argument. We had before and after pics and this unit was never power washed. you cannot power wash a vehicle and then attempt to paint. Even if you let it dry you have water in crevasses and when you try to do a professional paint job, the air in the paint gun will force the water out of those crevasses and ruin your paint job. We did no work to the lower part of this vehicle. Our mission was to paint the roof where the clear coat was chipping and fading. When the owner called and told me that we had power washed and it was my mistake i explained to them that we did not power wash but he was not going to have that answer. So to keep a client happy I agreed right then and there and end the conversation by telling him i will replace the stripes. 

  Since that conversation, I had charged my office manager with the task to locate the stripes for a ***** vehicle, this is not an easy task because of the age of the vehicle. We are working on this issue and are trying to find similar or exact striping. Once we locate the stripes and are able to purchase them, we will be glad to remove the old cracked, faded, and chipped stripes and apply the new decals. We have their number and their address, as soon as the decal manufacturer we will have information to give to them. Thank you for your time and consideration. 

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Between the dates of 4/8/2024 and 6/19/2024 my camper was "repaired" by Ken-do's. I was charged $2,103.15 for a roof repair, propane line replacement, brake assembly replacement and wheel bearings to be repacked. I got the estimate on 4/25/2024 after my camper had been dropped off on 4/8. I DID NOT initially authorize the roof to be repaired, the brakes to be completed and the wheel bearings to be packed. I declined the roof repair, the wheel bearing and the brake work. I asked that Ken-do's order the brake parks and replace the propane line only. I expressed this clearly on 4/26/24. I called to chk the status of repair on 5/11 and was told the roof was set to be fixed on 5/13. Explained that they were NOT to do the roof. Was told to call 5/13 to make sure roof was not started. On 5/13 I called and was told the roof was "ripped apart" and I could pay a "few hundred" to put it back together. Again, said it wasn't supposed to be done. Agreed then to "repair" roof. I was also told then the brakes, and other said work was already completed. I said it wasnt supposed to be. I got a call on 5/16 asking if I wanted the brakes done. Explained I was told brakes were already done. Was told I would be charged for them either way and I agreed since I WAS BEING CHARGED ANYWAY. Picked up camper on 5/25/. Paid FULL amount. Drove 19 miles to my home with camper and parked it in my driveway. BRAKE WAS ENTIRELY LOCKED UP. Could not move the camper. Called 6/1 to be told someone would call first thing on 6/3 to come look at it. No one called - I called and got Ken to come look at the brakes. He took off the tires. BRAKES WERE NOT REPLACED. He said they dont make them anymore BUT I WAS CHARGED FOR NEW BRAKES. He said he would have to special order more- he took the camper and said it would be done in 2 weeks. Called multiple times to be told brakes arn't in, no one is working etc. Picked up my camper on 6/19 from the yard. I WANT A REFUND FOR ALL OF THE BRAKE WORK. PARTS AND LABOR

  Business Response

  Date: 07/01/2024

  To whom it may concern, we did contract a job with this client. The original call came in wanting us to do an estimate on the roof, change his brakes and propane line. We installed a new propane line and informed him that the brakes had to be custom ordered because of the age of his trailer. We received the new brakes and installed them. we called to verify whether or not to have the roof completed after many different conversations. He had told me that if we could complete the roof and the brakes by the weekend of his camping trip to go ahead and do it. So, we completed the roof. After they had picked up the RV, they drove it back to Princess Anne and called to complain that the brake on the driver's side locked up. I had drove out to their residence and pulled the tire and hub and checked the brakes. I adjusted the adjustment arm, then offered to tow the vehicle back to my shop to have our technicians inspect and see what was going on. While the vehicle was in tow behind my truck, we experienced no problems with the brakes locking up. So, I decided to order a new special-order set of brakes. I parked his camper on my lot under camera. In which the customer had come back approximately 2 weeks later. Trespassed onto the property after hours and removed the vehicle, without notifying any office staff via, call, text, fax, email or in person. Upon picking up his trailer the original time he inspected his roof and did not say anything about it other than agreeing to the price and paying for it. If he would like reimbursement for the brakes, we would be happy to reimburse him for any labor for his brakes. 

  Customer Answer

  Date: 07/01/2024

  
  
  
  
  I am rejecting this response because: On 4/26 I spoke to Courtney and specifically stated that I did NOT want the roof completed, we wanted to PARTS for the brakes (which I was told Ken-dos could just order the parts), I did not want the brakes completed, I wanted the propane line completed. I was not told the brakes were a "special order" part (my camper is a 2011). On 5/11 I called and left a vm and got a call back stating that the camper roof was scheduled to be taken apart. I said the roof was NOT to be done and they said I would have to call on 5/13 to make sure that it wasn't started. Called 5/13 to be told that the roof was already ripped apart and we would have to pay "at least a few hundred dollars to have it put back together". At this point I said it was NEVER supposed to have been done and said I would have to get a loan to pay for it. When we picked up the camper on 5/25, no one took us to the camper to tell us what was done. On our way home the brakes locked up, and we parked the camper in the driveway. Ken came out to my home on 6/3 and said he didn't know who did the brakes at Ken-do's, but would have them done in "two weeks" before our camping trip. (All of this has been recorded on my ring camera along with him admitting the brakes were locked up). We called four times after the camper was brought back to Ken-do's (on 6/7, 6/12, 6/14,and 6/18) to check the status of the brakes - each time being told the brakes were in but no one was there to put them on, or the brakes were on another truck etc. On 6/14 I told Courtney that they didn't even have to put the brakes on, to just leave the parts with the camper, that I wanted to get the camper back and she could leave the brake parts with the camper. When i called on 6/18, I was told the brakes were still not in and I said that I was going to pick up my camper. I went to get the camper on 6/19 DURING BUSINESS HOURS. I have photos of all of the "quality work" Including the roof repair (with stabilization cables not reattached), "completed brakes" with cut brake lines, and Ring camera footage. I want the entirety of what I paid for the brakes (parts and labor).  
  
  
  
  Sincerely,
  
  
  
  ** ********

  Customer Answer

  Date: 07/15/2024

  Please let me know the updated details, as I have provided photos that show the "quality" of the "repairs", and how they are a true safety issue. 

  Customer Answer

  Date: 07/29/2024

  I would like a refund for ALL brake work, parts and labor

  Customer Answer

  Date: 08/04/2024

  To clarify, the amount of money I am requesting back is $554.32. This is the cost of the labor of the brakes and the material. 

  Customer Answer

  Date: 08/16/2024

  To Whom It May Concern:

  Is there any information on this? Has there been any additional updates? 

  Customer Answer

  Date: 09/09/2024

  No, we have not heard from the company at all. It has been since June that we filed the complaint, and still no resolution. What is the next step? We really would like our money back. 

  Customer Answer

  Date: 09/16/2024

  I am interested in arbitration and I have sent an email to ********************************************************************************. Please let me know if any additional information is required. Thank you. 

  Customer Answer

  Date: 12/17/2024

  I would accept the $554.32 for brake parts and labor, however, I do not believe it will actually be refunded to me. I would like the close the case AFTER I get my money back. I would like the refund sent to me. I am skeptical that I will get my money refunded as *** did not agree to arbitration, and it has been six months that this has been an issue. I just don't want to close the case and never see my money refunded. 

  Customer Answer

  Date: 12/17/2024

  
  
  
  I am rejecting this response because:

  I would accept the $554.32 for brake parts and labor, however, I do not believe it will actually be refunded to me. I would like the close the case AFTER I get my money back. I would like the refund sent to me. I am skeptical that I will get my money refunded as Ken did not agree to arbitration, and it has been six months that this has been an issue. I just don't want to close the case and never see my money refunded.

  Sincerely,
  
  
  
  ** ********