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:08/03/2022

  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 ** to Custom ** in Nov 2021 for a winterization and then summerization in March 2022. I had a working water heater when I took it in the fall and I haven't had a working water heater since. First we were called and told it was summerized only to find out the propane tank was empty so they didn't actually check the water heater and we found the empty tank not them telling us. Once filled, they found a hole in a pipe leading to an external propane leak, not allowing them to check the water heater. We got that fixed and returned it to Custom **, still with a non-functioning water heater. My husband contacted the manufacturer to get a few tips while we were using the ** without avail. We took it back to Custom ** being told they were in contact with the manufacturer and were looking to the problem. Then we were told they were working to get a part. Finally when we spoke to the owner, *****, 8/3/22, he said it's a mother board issue they've "known about since March". He said they won't fix it because it's under warranty by the business the replaced it previously. When discussed that we took them a working water heater and it's not functioned since they provided their winterization and summerization services, ***** was unable and unwilling to correct the issue. I discussed that I fear the other business will not be willing to repair an component Custom ** has worked on, he had not solution. I asked him to contact the previous business directly to set up this repair due to the delay and poor service without avail. I got upset with ***** today because he and his business gave us false information since 3/2022. This business was not truthful and did not communicate honestly about what their concerns with our ** were. If the water heater can't be fixed by the installing business, as ***** is suggesting due to warranty, then I want it fixed by Custom ** at their expense since they are the company that returned a non-functioning water heater to us.

  Customer Answer

  Date: 08/31/2022

  I'd like to update my complaint.  We've taken our RV to the dealer who installed the water heater.  The water heater is no longer under warranty as the owner of Custom RV told me in August.  The warranty was only good for 12 months.  It was installed in  May 2021.  Had Custom RV told us of this reason for not fixing our water heater after their winterization and summarization services in a timely manner we could have fixed it under warranty as he wanted.  That is no longer the case as he did not give us that information until August 2022 so we are outside of the 12 month warranty period according to the installing dealer.  We continue to work with them to remedy this process.  Custom RV has not been in any communication with us to fix this issue.

  
  

  Business Response

  Date: 09/02/2022

  *************************** has provided some documents we would like to reference as a start. In the document IMG-**** you will see the Plummers took their ** to Camping World on 8/12/2020. We bring this to your attention because the Camping World is 1.9 miles away from our location. In the document IMG-**** you will see Job #4 complaint: water heater doesnt work the readout panel for it reads E-5, water heater is leaking probably freeze damage, needs to replace.Take note that Camping World identified two problems, freeze damage and error code E-5, then charged the customer roughly $849.00 to replace the water heater. The Plummers then used their ** for the year of 2021 and brought the ** to us on 11/30/21 for a winterize. During the winterize service we drain the **s water system completely via the manufacturers low point drains (normally located under the **) and add non-toxic antifreeze in case there is any water still in the system to prevent freeze damage.
  This is where our relationship begins with the Plummers.  Reference our document ***** for the winterize service. Document ***** is to show that we did indeed notify the Plummers of numerous issues. Most notably, you will see we did in fact make the customer aware that there was no gas (**) in the tank. After the customer had the ** tank filled,they returned the ** to us to complete testing the appliances on **. Reference document *****, the cause of the ** leak is identified as a damaged line/distribution block. We attempted to contact **** (** manufacturer) for replacement parts and informed the part is not something they can get. See  Thor ** parts request for records. The Plummers got the line/distribution block repaired elsewhere and returned the ** to us. Now that the ** system is functioning properly, we tested the water heater for proper function and discovered an E-5 error code from the water heater control board. E-5 indicates blower motor failure. Our technician contacted LCI (water heater manufacturer) via phone for troubleshooting procedures. LCI and our technician confirmed the blower motor was not seized and the control board itself may be the issue (cause of no function). After this conclusion we reached out to LCI warranty for coverage on the customers behalf. See 1st contact with LCI for records. In the email you will see that we provided the requested information to LCI to have repairs covered by LCI warranty at no expense to the customer. After the information was sent to LCI we awaited a reply and went about our duties servicing other customers. Quite a bit of time passed and the Plummers called to check status of their water heater repairs.As we did not hear back from LCI we did not have any progress to report. This enraged ****** and we immediately reached back out to LCI for an explanation on the lack of warranty coverage. We spoke with ****** at LCI who informed us that **** (reference 1st contact with LCI) did not submit our case for warranty review. Reference 2nd contact with LCI. I then forwarded the information sent to **** over to ****** and asked that he reach out to the Plummers and explain that this issue was no fault of ours. Note the date of that email is 8/2/22. On 8/3/22 ****** called and spoke with *****, but ***** had not been fully informed at that time about the pending LCI warranty coverage.****** misunderstood Scotts explanation of why the winterize and summerize could not have caused the control board failure as unwilling to assist with repairs. The control board is in a sealed environment and cannot be damaged by systems inspections/maintenance (summerize and winterize). ***** not knowing about the pending warranty coverage with LCI suggested ****** take the ** back to camping world as they installed the water heater in 2020. We find it peculiar that Camping world also identified an E-5 error code in 2020 before they supposedly replaced the water heater. It is extremely unfortunate that we find ourselves in this situation as we pride ourselves on providing a superior customer service experience. We feel the documents provided will show that we were in fact truthful and accommodating in our efforts to service the Plummers. We are well known in our service area and frequently get referred by other business in our industry. There is no reason any other business will not be willing to repair components we have worked on.
  In conclusion, we feel this situation is the result of improper claims handling by LCI. We had hoped that ****** with LCI would reach out to the Plummers and explain on our behalf why their water heater has not been able to get repaired in a timely manner. It seems evident from ******* remarks that ****** did not contact her. Although ****** has been less than civil with our staff, we are still willing to complete the warranty repairs.However, we do not feel it is reasonable to expect our business to be responsible for the costs of the repairs.  

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  
  It is unfortunate but not surprising that this is the response from this business. I spoke on the phone with ***** once so that is one of multiple misrepresentations in their response. I have the documentation to prove the water heater replacement. The warranty was no longer active as of May 2021 we found out this month. We were not notified of any of this information in this detail at all. The only reason we called in August was to find out why an error code that came up after their winterizing serve was still not rectified?  We had a proper functioning water heater last in fall 2021, prior to Custom RVs services. Its sad that blaming the customer is the go to. We pointed out that the propane tank was empty not them telling us. We got called saying it was ready to pick up after summerizing in Spring 2022.. 
  

  It disappointing that this company couldnt communicate effectively in order to get this problem solved while under warranty as they seemed to be aware of. My RV is being serviced by the local Thor authorized dealer that replaced the water heater in May 2021. At this stage, I have no desire for this business to work on my RV currently, or in the future. 

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