Repairs lost to the virus

[SD 105]

Purchased a 2021 Seismic 4113. Ordered it prior to the virus.
As usual, there is a list of things that needed repair from assembly. Upon contacting my dealer, there was no problem with the repairs needed. He informed me that due to the virus, parts were going to be the biggest struggle. He was right, a few things came in and those repairs were completed but the other page and a half of issues were just going to have to wait for parts.

In the midst of this waiting, I had to move out of state. I found a local dealership and talked with them about the situation. I contacted my original dealership and the three of us got it all worked out. The few parts that had come in, as well as paperwork they had, were all going to be shipped to my new dealership. The new dealership and I were in contact with Jayco customer support and all was a go!! An appointment was made to repair everything on the list, as well as a few other things that the service manager found that he didn’t like. The appointment was in the month prior to the three year warranty expiring. WHEW! Made it just in time.

I arrive for my appointment, dropped my rig where they had told me to put it and went inside to let them know it’s here. There was a new service manager and I noticed a new dealership name. I didn’t give it a second thought. Went to the counter and was told they had NO record of me, my fifth wheel or an appointment scheduled. I have located the ex-service manager and yes he does remember my file and making an appointment to get it all done before my warranty expired.

After weeks of digging, the DEALERSHIP finally did find my file but none of the parts were ordered. They said that they could reorder the parts and schedule a new appointment but none of it would be under warranty. I went up every rung of the ladder up to the “area President” who basically stated that all of this work should have been completed by the original dealership no matter that it was states away. He stated that due to that fact they shouldn’t have been involved in any of this situation. During my climb up the ladder, my file was lost and found numerous times with different parts of the file “found” or “lost”. The situation is just Blue, no matter which direction I look using my Compass … if you know what I mean. I really like living in Columbia City, Indiana.

JAYCO wouldn’t do anything about it as “dealerships are independent entities that have nothing to do with Jayco.” I could bring it back to “the factory” for the repairs but it won’t be looked at for at least 6-8 months AND, you guessed it, I would have to pay for all of the repairs myself as the warranty has expired.

I am very bewildered by the entire situation. This is a condensed version of this situation. The year and a half of the world being shut down was not taken into consideration. Basically sorry your time is up.

Six figures into the rig of my dreams and completely left hanging.

[pconroy]

Originally Posted by Michael Quackenbush

I am very bewildered by the entire situation. This is a condensed version of this situation. The year and a half of the world being shut down was not taken into consideration. Basically sorry your time is up.

Six figures into the rig of my dreams and completely left hanging.

That's beyond disheartening, it's demoralizing.

One possible suggestion - find this Youtuber called 'Liz Amazing' and reach out to her with your story. She's been able to get some responses from the industry with problem RVs.

[Grumpy]

Originally Posted by Michael Quackenbush

Purchased a 2021 Seismic 4113. The appointment was in the month prior to the three year warranty expiring. WHEW! Made it just in time.

Three year?????

That is structure only, everything else is 2 years.

[Russc25]

I don't know what state you live in but check out if it has any lemon-laws for RVs (every state is different). Sounds like you've owned it 3 years and it was at the dealership the whole time? or did you get to use it some? I'd be reaching out to a lawyer, lemon-law or no.

[Grumpy]

Originally Posted by Russc25

Sounds like you've owned it 3 years and it was at the dealership the whole time? or did you get to use it some? .

He said he arrived at the dealer and "Dropped the rig where they told me".. So he had possession. Also OP has never returned....

[SD 105]

Yeah. It was all about the two year warranty. Thank you for pointing that out. Time flies when you are having fun.

[SD 105]

It’s not necessarily a lemon law situation. It’s more of a service center saying they would do all of the repairs only to have amnesia and forget all about me leaving me high and dry.

[GutzNGlory]

I feel for ya man! Sounds like a bad situation. It seems like Jayco would stand behind you and at least apply some pressure to the dealer to do the right thing.

I have had success using the BBB (once) in a similar situation. You can post a complaint on the BBB website. The business gets a chance to respond. Initially, all they have to do is respond to maintain their A+ rating. However, after some amount of communication/responses, you have the option to elevate the complaint to 'Arbitration'.

In arbitration, you and the business will have to agree to meet (physically or virtually) with a BBB arbitrator to discuss the issue(s) and let the arbitrator decide the outcome. If the business does not show up, their BBB rating will suffer.

At that point, the business will likely contact you to find an equitable solution (they don't want to go to arbitration and they definitely don't want their rating to drop). You can get all the details of the process at the BB website.

[SD 105]

I was working with a customer service agent at Jayco, let’s call her “Amy”. When I called “Amy” about the lost appointment and asked her if Jayco would step in and do something, she stated that all of the dealerships are independently owned and therefore Jayco is unable to do anything for me as Jayco has no control over them. That floored me. I said but they are the frontline for your company. This is not just giving the dealership a bad name but is dragging down Jayco with them.

I have retained legal counsel for this matter. We are looking into naming both the dealership and the manufacturer but that hasn’t been decided yet. There’s lots of paperwork to go through. But I do like your BBB idea. I have used them before and they were very helpful. I will definitely try them as well.

Thank you for your idea.

[Grumpy]

Originally Posted by SD 105

I was working with a customer service agent at Jayco, let’s call her “Amy”. When I called “Amy” about the lost appointment and asked her if Jayco would step in and do something, she stated that all of the dealerships are independently owned and therefore Jayco is unable to do anything for me as Jayco has no control over them. That floored me. I said but they are the frontline for your company.

They sell other brands and are not franchised like auto dealers. Also waiting until year 3 of a 2 year warranty is definitely not in your favor.

[TaftCoach]

I think the biggest shock to new RV owners is the warranty doesn't work like an auto dealer. The dealers hold more power than the manufacturers. Why carry a brand that forces you to do warranty work on units you didn't sell when you could carry brands with policies that limit wide regional sales? I image margins are better when buyers are hesitant to buy from a dealer hours from their house.

Imagine, a manufacturer stating "if you are going to carry our brand you will service any of our customers quickly, fairly, and completely no matter who sold them their unit!"

"ok, thank you, we'll be carrying one of the other hundred manufacturers who don't make that demand"

[SD 105]

Grumpy…

It was year two of the two year warranty and it was pushed back that far as getting parts from a world that was shut down was impossible.

[SD 105]

TaftCoach
That is all unfortunately true in this broken world where the game is making maximum profit through screwing people.
They will have to answer for it one day.

[Grumpy]

Originally Posted by SD 105

Grumpy…

It was year two of the two year warranty and it was pushed back that far as getting parts from a world that was shut down was impossible.

You said you made the appointment for a month before the 3 year expired...???

[SD 105]

I misspoke. After I originally posted I did the calendar math with fresh batteries in my calculator and it was two years.
Additionally I didn’t mention that a week prior to the lost appointment, I received an appointment reminder from said dealership.
I apologize for the confusion. I tend to get a little wound up when I talk about this screwing without buying me a drink first.

[norty1]

Understandable!!

[Grumpy]

Originally Posted by SD 105

I misspoke. After I originally posted I did the calendar math with fresh batteries in my calculator and it was two years.
Additionally I didn’t mention that a week prior to the lost appointment, I received an appointment reminder from said dealership.
I apologize for the confusion. I tend to get a little wound up when I talk about this screwing without buying me a drink first.

Not a problem.

[TaftCoach]

Originally Posted by SD 105

TaftCoach
That is all unfortunately true in this broken world where the game is making maximum profit through screwing people.
They will have to answer for it one day.

Welcome to capitalism. Maximum profit is the American way.