Complaints

This profile includes complaints for Florence RV & Automotive Specialists's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Florence RV & Automotive Specialists

  4390 Hwy 101 Florence, OR 97439-8832

• 

  Florence RV & Automotive Specialists

  PO Box 1782 Florence, OR 97439-0117

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:04/06/2023

  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.

  One the 17th of March 2023 the florence rv and automotive company was contracted through ***************** in ************* ****** to check and fix the norcold unit on my fifth-wheel. After 3 weeks and multiple attempts to find out where the part was I took it into my own hands and called norcold just to find out that florence rv never ordered the part and lied multiple times about tracking it. I am a 100% disabled veteran with diabetes. And have been getting ill living and eating out of a cooler. The employee i was working with after I called to see why the part was not ordered he asked why I didn't just order it while I was on the phone with norcold and also said they have no time to make calls to locate calls. This is unacceptable behavior and should be resolved.

  Business Response

  Date: 04/21/2023

  ***************** called us to repair a refrigerator on one of their units in Florence, OR on or about March 17th 2023.  We went out and diagnosed it to a bad thermal cut off switch.  The next morning, I immediately tried to log on to Norcold and place the order for the unit.  Assuming the order went through we were waiting for the part to show up, loaned the customer an electric cooler.  Customer thought it was taking too long so contacted Norcold themselves and was told no order was placed.  Then customer came into the shop and started accusing us of not actually ordering it, so we immediately got on the phone to find out what was going on.  After being on hold for a couple hours we were finally able to leave a voicemail for a call back and when we tried to log back onto Norcold the site was temporarily down.  Contacted ***************** asking them to locate a part for the customer so we could get the fridge repaired, they said they were going to look for the part on their lot, we never heard from ************* again, or the customer until we were turned into the ********************.  When the customer said they got through to Norcold, we DID say while you had them on the phone, why didn't you order it?  He said he wasn't allowed to because he wasn't a dealer, we are a dealer and we aren't allowed to call in and place an order, it HAS to be done through the website, and since it was down there was nothing we could do, we are sorry and understand the nature of the call, but we just needed a little more time.  

• Initial Complaint

  Date:03/20/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Call Florence RV and repair service has been working on my RV since late October to repair a lightning strike. On March 9 they came to repair a leaking black tank. Total cost $1304.52. Tank is still leaking and they are refusing to fix it.

  Business Response

  Date: 03/28/2023

  The October job was an insurance claim due to a lightning strike and has no bearing on the complaint from March 9th.  Customer called on March ******** complaining of a leak in and around the black water tank.  We went out on March 10th 2023 to start our repair,  the repair was extensive,  required 2 men to work on it for 4 hours.  We found that the electric ****** was malfunctioning and needed repair,  upon further inspection it was found that the black water tank was falling out of the belly of the *** and pulling the plumbing out of the RV.  There was some weird repairs done on this tank not by us, for example roof tape around fixtures.  When it came time to pay the bill, the customer made it impossible to collect payment,  so impossible we had to go to his house at 5 o'clock to retrieve payment.  Customer belittled the technician that came for payment,  then came in the next day and belittled my entire crew,  saying things like "what did you think?"  "you weren't going to get paid?" So after all that I decided that we weren't going to work for him anymore because I didn't want my crew disrespected.  Then 3 days later after we told him we aren't working anymore with him,  he called and said the tank is leaking.  

   

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

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19624159
  
  I am rejecting this response because: 
  They came by Thursday afternoon to start the repair on the black tank  They did not finish the repairs and told me they would return Friday  I informed them I had Doctor and Vet appointments all day Friday  I r They said no problem because they would be working outside,  When I returned from the Vet they said I owed $1304.53.  I asked for a printed bill which they did not have  I told them I would pay when I had the bill.  I returned from Doctor about 4:30 and they called demanding payment..They came to my door with the bill and I paid  Next Tuesday I went to their shop to ask about guarantee for their work  I was told by the main mechanic that they would not work on my RV ever again.  I talked to the owner *** and he said said because I treated his employees bad they would never work on my RV again.  I had just spent over &13000 on repairs for a lighting strike and now $1304.53 for black tank leaking.  Black tank is still leaking raw sewage.  I have hired another RV repair company to fix the sewage leak.    

  Sinceely,

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