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:08/13/2024

  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.

  Earlier this year and prior to making certain repairs including installation of a new AC unit I asked ****, the manager of the Billings RV Repair what happens if we had any problems with the repair work they had done if we happened to be away from home and across the country? He assured me that they will take care of the matter and make things right. A few weeks after we picked up the ** and while travelling we started having water dripping inside from the the new AC unit. I called **** on several occasion and he offered certain rudimentary remedies which did not resolve the issue.Eventually the leakage turned into a solid stream of water coming into the **. I again called him for assistance and sent him a video of the leakage but, he did not provide any help.At this point and while in ********* we had to have a local repair center fix the leak which involved extending the drainage hose to the area where the water could drain outside. The original hose was too short to direct the water outside.I sent **** a copy of the bill for $110 and asked him for reimbursement in keeping with his promise. He refused. Indicating that I had not prior authorization therefor, there would not be any coverage. I reminded him that on several occasions and before the repair was made I had contacted him and brought the matter up and he never mentioned anything about an authorization.This bill has not been covered and he continues to deny the charges. I have supporting documentation including a video in support of my claim that I can share with you.

  Business Response

  Date: 08/13/2024

  To whom it may concern

  I do understand ****************** frustration on this matter. 

  However, as I have explained several times his problem can be resolved but he refuses to follow the required steps to receive satisfaction.

  it is unknown at this time what the problems is and how it evolved.   We have offered numerous times to have the customer bring the unit in so we can inspect and try to determine cause of the issue. 

  Once this has been determined as to the cause, It then can be determined what remedy is needed as well as the responsibility for coverage.  

  Possibly a manufacture warranty claim. Possibly a new claim due to new damage and or cause or it may be an installer claim (Billings RV responsibility).

  the customer has not provided any inspection documentation or had any other service ***** contact us to help determine these questions. until these questions have been resolved I have no options available. 

  I again offer to ************** schedule an appointment to determine the problems he is having then it can be determined what action is needed and who is responsible.

  I Hope this helps 

  Thanks, for the opportunity to respond to this issue.

  ***********************

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22133825
  
  I am rejecting this response because:

  ****************** continues to be deceptive as regards to the issue. He is asking me to bring the ** to him to determine the "problem." He knows full well there is no longer any problem as I had to repair it at my own expense. I have provided him with contact information of the technician who performed the repair and he can explain the work he has done. ****************** is attempting to creat disincentive hoping that I'll give the matter up because he knows I have to travel almost 400 miles round-trip to get to the shop. The repair has already been done and he must cover my cost.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  Hello

  I was not aware the problems have been repaired. 

  But I am curious why I was not contacted at that time?

  The customer was told to do so, this was so we could determine who was responsible. (dealer or manufacturer).  According to all my information the issue had nothing to do with the installation of the A/C but was a manufacturers issue with the assembly or design of the A/C.  This would be a manufacture responsibility not a dealer issue, this was explained to the customer and was the reason contact need to be made. prior to repairs being made as was explained to **************.

  ************** should have told the technician the A/C was new, and it could have been handled under warranty.  Why this was not done is unknown.

  This is a new air-conditioner manufactured by RVP - ******* and is covered under warranty by *******.

  ************** was told this and was also told he needed file a warranty claim at the time of repair.

   I have never received any invoices, Pictures or an explanation as to what was the issue or what was repaired and why? Therefore, I have no idea what the problem was. 

  ************** is not being reasonable!

  Anyone purchasing a new item knows the warranty responsibility lies with the manufacture of the item, not the seller. He also must realize that any defect or issue with that product will need to contact the manufacture or Manufacturer representee for all warranty claims.

  Why none of this was done is unknown. When he called, I reiterated the terms of the warranty and how to proceed with the claim process. ************** ignored this and is now refusing to have it inspected to try and help him get coverages retroactively.

  This is starting to sound a little fishy

  I am not sure what he wants except for someone to send him a check because he wants one.  there has been no evidence to explain for what & why 

  I apologize as I am not able to find any acceptable remedy for **************.

  I believe I have made every effort to assist him in this issue.

  ************** may be able to contact the air condoner manufacture and me be able to get some assistance in this matter.

  Customer Answer

  Date: 09/09/2024

  ****************** continues to be evasive and misleading in his response to this matter. I do in fact still have all the email messages pertaining to this matter which are available to BBB for review upon request.

  Following accounts are supported by email threads to ****************** and his response:

  ****************** was first notified of this issue on May 6^th. He provided certain solutions which proved irrelevant and the leak continued.

  On May 14^th I sent him a video (still available) showing the water pouring down from the ** and into a bucket we had placed on the floor.

  On May 26^th I informed him that we had to finally address the matter and perform the necessary repairs. At that time I emailed him a copy of the bill (still available) as well which clearly described the problem and the nature of the repairs performed. His assertion that he never received a video or the bill is false, as supported by my existing emails.

  He claims that when he called, I reiterated the terms of the warranty and how to proceed with the claim. This phone call never took place and at no point did he offer to assist me with a warranty claim.

  He is the one who installed an air conditioner with a defective part and in fact insisted that I should not purchase one on my own prior to doing the job, or he will not be able to "honor the manufacturer's warranty."

  ****************** should've at least attempted to obtain reimbursement from them considering that he is the one who actually purchased the ** unit, and not me.

  Therefore, I must insist that Billings RV covers the cost of this repair.

   

  *************************