Complaints

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• Initial Complaint

  Date:08/24/2023

  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.

  Purchased new camper in September 27, 2022 at sister location ( Milford, DE) signed agreement. Picked up camper (DE) October 1. October 20th, took it to Boyertown location to fix the Converter that was damaged by Hitch Rv ( DE) when we picked it up. Camper parked indoors over winter. May 2023, first camping trip with camper. ISB/110 outlets shorted out and fried cell phone. We took notes of everything else that was wrong knowing it had to go back to get fixed. Fridge either freezes or is warm, fireplace does not work, water heater leaks, brakes not balanced ( very unsafe), vent damaged etc. As soon as we got back from trip (May 9) called and made appointment at Boyertown. First available day to drop off June 30th. Drop off June 30th July 14 call Hitch. No answer, leave message. They return call. Informed they just got it in because they needed to do new campers for people that just bought them first. July 28 we called ********, the manufacturer. They reached out to Hitch . Hitch was to call us. No call received. Will not return our calls. We live 2 hours from Hitch Boyertown. Called ******** again first week of August. They again reached out to Hitch. Hitch said they were still working on it. We were supposed to go away this weekend. We have canceled so many reservations due to this and had to replace phone on top of it. They will not return calls. The camper is completely under warranty.

  Customer Answer

  Date: 08/24/2023

  Never received call from Hitch. I called them 8/10 and they said they called me a few times to tell me camper was done. They never called. I never received a call and never was left any messages. 
  Went 8/12 to pick up camper. Did walk through of camper  with manager to inspect prior to us signing off on anything. He told us we owed a $277 bill.
  1. did not find anything wrong with the fridge. Their solution for fridge being either warm or icing up was we either had too much in fridge or not enough

  2. the bathroom vent cover.. they said it wasn't their fault so not fixing it but we can order it

  3. the brakes. He said their was no issues and they brakes were balanced. He told us to go hook our truck up to it so we could check it . He sent a technician outside with us. There were still issues with the brakes and also the electrical they they supposedly fixed because it blew fuses right away in truck. The manager came outside and the tech tried telling manager that there was still issue with the brakes and electrical. Then the manager shooed away the technician and sent him on lunch. Manager told us we can bring it back for the issues to be fixed. They already had it six weeks at that point. They wouldn’t do anything else right then. The manager took money off of the bill because there was still issues with brakes and electrical but we were sent on our way with a camper with a faulty braking system and electrical issues
  
  Since then I’ve tried reaching out multiple times to ********, the manufacturer. Since I didn’t get anywhere with Hitch, I hoped that there was something they could do. They said I could take my camper to yet another service facility to get fixed. However, we’d have to pay out of pocket to get fixed and if approved, they would possibly reimburse. That was the last we heard from them and that was weeks ago. Was told that various managers would call me back and they will not return calls    

  Keep in mind Hitch Boyertown is a 2 1/2 hour trip one way. We are out time going back and forth, gas money. Reservation cancellation fees and almost a whole summer gone when we had trips planned every month. 

  Customer Answer

  Date: 08/26/2023

  The fee that they originally tried to charge us for the brakes, they did take off the bill before we left. Our final was $177. 
  When we dropped it off initially they told us they charge a $75 fee for each problem that they could not recreate. Since there was still an issue, he could not charge us the fee. We still got charged for the fridge because they said they could not replicate the issues. 

  Business Response

  Date: 08/29/2023

  ** ****** collected his new RV as stated on 10/1/22 from the DE location, he did at that time sign all of his documents, including the Demo Conformation document stating that everything was seen to be working and in good order. (Available upon request.)
  ** ****** later contacted his sales representative to inform him that he was having difficulty connecting his new RV to the power outlet at his residence. His call was transferred to the service department who gave him advice on how to proceed. 
  10/6/22 ** ****** brought his Rv to the Boyertown location stating that they did not want to go all the way back to the DE store. We diagnosed it as a Converter issue and replaced it on the spot as they wanted to use the camper for the first time that weekend. (Although Converters can be faulty, the most common cause of a Converter fault is usually caused by the RV being plugged into the House power and the Truck at the same time.) We made the repair and claimed the repair and the cost of the Converter back from Keystone afterward because we didn't wish to spoil the customer's weekend trip.
  According to ** ******'s own account, he did not use his camper again until May or contact us until May 9th of 2023, some 7 months later. Between that time and him bringing his Rv into us on June 30th he reported 7 issues for us to attend to on his RV upon his arrival at our store.
  All customers who make Rv purchases from Hitch RV get priority service over customers who make purchases elsewhere, so for us to give ** ****** a drop-off time of almost 2 months would go against our own policies, I suggest that there may be a different reason for us not being able to attend to this RV sooner, but I am not going to speculate.
  All of our Service customers are asked upon dropping off their unit if they have a time when it has to be completed, as we respect that customers have holiday plans made or booked. ** ****** had no such time or date in mind at his time of dropping off.
  We took his unit into the shop and diagnosed his issues; we found no fault with his brakes or his refrigerator, The damage to a vent was denied by the factory, so the only things found and repaired under warranty were as follows:
  1) A small leak from the Water Heater. Repaired with a small piece of thread tape.
  2) A faulty USB port, was removed and replaced with a new part.
  3) Fireplace INOP, The Fireplace was removed and replaced under warranty.
  4) TV swing bracket was installed incorrectly, removed, and refitted with new backing supports.
  ** ****** did call us and leave a message on 7/14/23 this call was returned. At that time the customer still didn't have a time or date request for picking up his camper.
  ** ****** contacted Keystone after we informed him that we were still awaiting authorization for the repairs from the factory. The factory contacted us and gave us the requested hours over the phone on 7/18/23
  On 7/25/23 all of the parts were reported in and staged waiting for the technician.
  ** ****** called the factory again on the 28th and on the 31st we received a voice message from the factory, we returned the call and informed them that we had requested the extra time in order to make the TV cabinet backing support and that we were still waiting for the approval, this was approved over the phone.
  The repair was completed.
  ** ****** was called, and he arranged to collect his Rv on 8/11/23.
  To summarize, we did all we were asked to do, we did return ** ******'s call and his repair was done in a timely manner given that we are at the mercy of the factory regarding warranty times and parts delivery, we asked on 2 separate occasions if he had a time or date when he needs the camper returned to him and on both occasions, we were not informed of a need for any urgency for the repairs.
  We try very hard to get units out to people who have pre-booked trips or holidays, you will recall we were very quick to replace the Converter as they were going to be using it that weekend.
  ** ****** had no outstanding issues with his camper when he picked it up and he is welcome to use our facility any time he chooses, or we will help him find a different service center.
  I do have a signed Demo Conformation, factory work authorizations and factory work denials on hand should you wish to see correspondence.
  
  ****** *********
  GSM
  Hitch RV, Boyertown, PA
  

  Customer Answer

  Date: 09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am surprised by this gentleman’s response both because it contains egregious inaccuracies and is written by a person i have never dealt with. Whom which evidently has gotten incorrect information from his associates in lower ranking than him. If this gentleman is the individual at Hitch Rv Boyertown that can rectify my situation, please have him forward his contact information as I have tried multiple times to reach someone in authority that could offer some sort of resolution prior but I was disregarded. Maybe that would also shed light for himself, of the real works within his company that we have dealt with. I believe direct contact with this individual will expedite a resolution. 
  To BBB, please DO NOT close this case but we are optimistic that this will resolve our issues . 
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/07/2023

  *************** has every right to reject our response and we respect his view.

  Never the less, I am standing by my employees and my original response.

  Please understand that I am not just dismissing the rejection out of hand, I thoroughly investigated ******************* complaint and to the best of my knowledge my response is accurate.

  Again, I am happy to offer our service department, should you require any service work or we can help finding a different service facility closer to your home.

  Sincerely

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

  GSM

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response 

  HitchRvs efforts to resolve this matter were completely unsatisfactory.  Thankfully, we were able to resolve our issues by dealing directly with the manufacturer. So our issues are now resolved. 

  Regards,
  
  ***********************