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:01/20/2025

  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.

  On January 14th, 2024 I had scheduled a re-sealing of my camper roof with RV On Call. When the technician arrived he introduced himself and then stated I hope you dont mind that I drove across the yard, my GPS sent me next door. Not a single GPS mapping application does what he stated, so he started by lying to me. The neighbor's yard he drove across was not happy, nor was the owner of the house where my camper is. The next day I looked closely at the roof and noticed that he missed two pretty large spots. When I reached out to the Owner, he was defiant and unapologetic. I was told that if I provided sealant, which I did it would be deducted from the bill, which the owner has since refused to do. Re-sealing the roof is also not what occurred, as the technician simply placed sealant on top of the five-year-old sealant that I thought was going to be removed and then the roof would be re-sealed. The owner decided to personally attack me for requesting our communication be only in writing as well. I was given a 15% discount before the tech arrived and when I complained about the numerous problems, he decided to say that since I was given the discount it should make up for everything. I never agreed to such a thing and see this as unethical. I cannot justify paying the amount he is charging me for some guy to spend an hour laying down sealant over old sealant, but he refuses to work with me in writing and insists on only talking on the phone, which would leave me without proof. I am very unhappy about pretty much every aspect of my encounter with RV On Call.

  Business Response

  Date: 01/20/2025

  At RV on Call we take great pride in our high level of customer satisfaction. We earn our customers' trust by working closely with them before, during, and after service is performed to ensure expectations are met. In circumstances where we do not meet expectations we work with the customer to make it right. 
  
  In this particular instance the work was performed in accordance with industry best practices. The written quote issued in advance documented this. The customer then agreed to the scope of work verbally and in writing before work began. After work was completed the customer confirmed the work was performed satisfactorily - verbally and in writing. 
  
  This customer has refused to pay any amount of the invoice even after several billing adjustments and discounts were applied, as they stated they were facing financial hardship. 
  
  The customer has gone on to make false statements about the service performed, has been hostile to our company and staff at every turn when attempting to answer questions. They have gone out of their way to mischaracterize events and punish our company depsite repeated attempts to engage constructively and offer solutions. 
  
  We hope this public escalation to BBB offers them the satisfaction they are seeking and allows them to apply their energy to more constructive matters. 
  

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22829470
  
  I am rejecting this response because:

  I have not been hostile. I have **** complaints and the business refuses to engage me in writing after numerous attempts to get them to do so. Best practices is relative and upon further review, best practices were not followed. Numerous websites and other RV professionals agree with me. The job is incomplete, done wrong, and the adjustments in price do not reflect this. 
  
  Sincerely,
  
  ***** Trail

  Business Response

  Date: 01/20/2025

  Despite factually incorrect statements regarding service, and despite the customer confirming work was acceptable, we have still offered numerous discounts to customer in light of their dissatisfaction. The invoice for work performed nevertheless remains unpaid. We would like the invoice to be paid. We had an agreement and we performed our end of it. 

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22829470
  
  I am rejecting this response because:

  Despite factually "correct" statements regarding service, the business is still defiant and not willing to accept responsibility for not doing the job properly, or even completing it. The invoice for work done wrong and incomplete will not be paid for those reasons. I can easily pay for this, but I am waiting for the outcome from this complaint and most likely will follow up with the Raleigh NC Small claims magistrate to settle this.

  Despite **** from RV on Call being a communications expert and good with words, it does not change the fact that I have proof in the form of an email thread, photos and physical evidence. These forms of evidence don't lie when business owners do.

  It is not "industry standard" to skip the refrigerator and AC unit when sealing a customers roof, while telling them the job is complete. This leaves the door open for super expensive repairs when these areas leak. It is not "industry standard" to seal over 5 year old sealant that is dried out, discolored and needs to be removed so the new sealant will properly adhere. A quick ****** search proves this. The 3 other RV professionals I've recently spoken with also verified this as fact.

  If this business owner has proof that I have lied in any way, I please ask that it is presented for all to see. I have only spoken facts. Libel is illegal as well, ****. As soon as RV on Call knew they failed my service call, they ceased all communication via email and refused to respond. Giving me a 25% discount is not acceptable when the job was not only done completely wrong, but was not even completed. Negligence can be proven. Deceit can be proven. Libel can now be proven.

  I am less satisfied with RV on Call as time progresses. I did my very best to get them to address the failures and negligence, but they decided to attack me for my shortcomings, lie about the situation and hide facts instead. I was unable to verify the work was completed properly because it was getting dark and would have been unsafe to get on the roof of the camper. When I could do so, RV on Call merely leaned on their legal documents that I had to sign when the job was "complete." Sketchy to say the least.
  

  As stated, I am more than capable of paying this small invoice, I just cannot justify paying for a job done wrong, not finished and worst of all leaving me wide open to costly repairs when my roof leaks.
  
  Sincerely,
  
  ***** Trail