Campingfamco
Advanced Member
Hi Everyone,
I need some advice on what to do about my situation. Below is an excerpt from an email I sent the GM of my dealer, but in short, my trailer is approaching being in the shop total for almost 10 months of the two years we’ve owned it. I could really use some advice on how to proceed forward since it seems they might have it for months longer at this point.
Email I sent:
“I purchased my 21 Jayco 24MBH at the beginning of February 2021. After our first trip there were some items that needed to be fixed, as is typical with any RV, and I brought it back for service March 10th 2021. After calling multiple times for updates some of the work was completed roughly around May 13th. Items to be worked detailed below.
After using the trailer for the summer I kept track of items that still needed to be fixed as well as new ones. I scheduled service in October that would start March 18th 2022. This service was completed May 5th 2022. Items listed below.
After using the trailer from picking it up we discovered some of the work that was supposed to be done previously was again not done and in addition the front window of the trailer surround was leaking. We dropped the trailer off July 13th. Work listed below.
As of Today, October 14th we still have not received a call on the status of our trailer. I have called every week to few weeks since it’s been in the shop and I was told either it was waiting on parts, they’re not sure of the status but will check and get back with me, or they believe it is done but the person working it was out so they would have to call back.
After calling last week and being directed to a voicemail I still have not received one phone call since July on my unit. I tried today to get a hold of the service manager but again it went to voicemail. I have found leaving messages does not get a response. The lack of communication has occurred throughout all of the previous service visits.
I wanted to reach out to you for a few reasons:
1) I’d like to get my trailer back ASAP with the work completed right the first time so I do not need to drive over an hour each way to drop it off and pick it up multiple times.
2) I already replaced the batteries under warranty from the previous service visit where they were completely drained and could not be repaired. I’d like two new batteries installed at no charge to me since I’m sure mine are dead now and probably damaged due to the length of time the unit has been sitting there. If the team can confirm they are not damaged, then that’s fine, but I’d like that confirmed. If I knew the trailer was going to be sitting for multiple months I would have not left them in.
3) I spent a lot of money on an extended warranty, which the sales team pushed hard for, indicating I would always be first in line for service. As you can see I was scheduled in October for work in March. When I brought up this detail I was told that doesn’t matter and it’s to the back of the line for me. I’d like my money back from that since you’ve had my RV for almost 7 of the 20 months I’ve owned it. That’s over 33% of the time I’ve been making payments it’s been in the shop. Many of the items that needed to be worked were not dependent on parts. The few that were I was told the parts had arrived quickly and they just needed to be installed. There is no point in having an extended warranty if the work is not going to be done in a timely manner.
4) Let me start by saying almost all of the service advisors are very nice people. With that being said, the communication from the service department is a major issue. I understand when parts aren’t available and things are on hold, but the complete lack of communication is not acceptable. Especially when I have to call for updates multiple times and being told I would receive a call back and do not. The same issue occurs with voicemails.
I’ve had an RV since 2013. I decided to buy from you because you carried the brands our family is interested in and you had a good reputation for customer service. We’ve been thinking about upgrading to a momentum toy hauler, but given the customer service experience we’re experiencing we’re seriously considering taking our business somewhere else for future purchases.
March 10 - May 13 2021 Service Items and Resolution:
1) Slide is coming in cockeyed, makes a scraping sound when almost in, ratcheting doesn’t always happen: New rubber seal was installed but slide still rubbed
2) Power tongue jack seems to sees at a certain point where it’s well within its normal operating range. Have to hit it to get it to work again: Jack was bent and replaced
3) Curt WDH was installed and not Equalizer as agreed in contract: Correct hitch was installed
4) Rear floor seems uneven compared to front when we were leveled: Was told this is normal
5) Front axle appears bent: Told it was normal
6) AC fan runs when on shorepower and heater runs. Only way to shutoff is to hit AC breaker. Is there a software update for this?: Software update fixed problem
7) Put vent roof covers on. One by AC on middle fan and other for bathroom: Vent covers installed
March 18 - May 5 2022 Service Items and Resolution:
1) Awning appears to be misaligned from rail: Was told it was because I had brushed some branches in front of my house. I ended up loosening the bolts and realigning it myself.
2) Slide still needs to move forward about an inch or so. This was not fixed on the previous service appointment: Adjusted and no longer rubbing.
3) Shower was leaking a small amount of water behind the wall: After testing this was not fixed.
4) Fan vent surrounds are cracked: Fixed
5) A/C blows cold, but doesn’t cool down trailer when it’s only 75-80 outside. Seems to be freezing up even though there is good airflow.: AC might be undersized for unit as cooling is still an issue.
6) The water tank siphons itself empty after filling it up. After filling it up you’re left with roughly 3/4 to half a tank. It also I will start to MTS South when driving down the road. It’s coming out the overflow/vent hose under the main fill location.: Solution put in place but tank still overflows somewhat.
7) Propane regulator recall: Fixed
8) Passenger side white LED strip light on front of trailer is sliding off. Put it back in place with tape to temporarily hold it: Not fixed
9) Interior front shade above bed is shredding for some reason. Not sure if it’s out of alignment or what the problem is: Fixed
July 13th - ?? Service Items and Resolution:
1) Trailer appeared to be un-level on level surface: Was told leaf springs were all bad/flat and needed to be replaced. This was the part they said they were waiting on shipping from, but the story changed depending on who I talked with. I had called shops around town to see if they had the parts available and all of them did.
2) Shower leak from above service visit still needed to be fixed: Was told it will be fixed
3) Passenger side white LED strip light had fallen off completely since it wasn’t fixed on the previous visit: Was told it was replaced almost immediately. Still need to verify once we pickup the trailer
4) Front window leaking: Was told they fixed it without issue. Still need to verify.”
So here is my issue, after sending this email the GM forwarded it to the service manager who called, emailed, and apologized and indicated he’ll handle things personally. He said everything was fixed but the leak in the front of the trailer. I just received a call from the dealer yesterday and they said they broke my front window removing it, needed to call Jayco to authorize warranty repairs, and then would be able to tell me when they’d be able to get another one to put it in.
I am just at a loss of what to do here. I’m not sure why they need Jayco to authorize anything when they broke it. Further more, I feel like I’m being stolen from. At this rate I won’t have my RV back for almost 6 months this time. It’s already been in the shop for 7 months for what I would consider very basic easy work. The dealer pointed the finger at Jayco and Jayco pointed the finger at the dealer. At the end of the day it’s my problem because I can’t take my family camping and use what I’ve paid for.
Are my only options to sit on my hands and do nothing? Do I need to consult an attorney? I’m not even sure what to ask for at this point?
If you’ve read this entire post, thank you! Any advice is appreciated!!
I need some advice on what to do about my situation. Below is an excerpt from an email I sent the GM of my dealer, but in short, my trailer is approaching being in the shop total for almost 10 months of the two years we’ve owned it. I could really use some advice on how to proceed forward since it seems they might have it for months longer at this point.
Email I sent:
“I purchased my 21 Jayco 24MBH at the beginning of February 2021. After our first trip there were some items that needed to be fixed, as is typical with any RV, and I brought it back for service March 10th 2021. After calling multiple times for updates some of the work was completed roughly around May 13th. Items to be worked detailed below.
After using the trailer for the summer I kept track of items that still needed to be fixed as well as new ones. I scheduled service in October that would start March 18th 2022. This service was completed May 5th 2022. Items listed below.
After using the trailer from picking it up we discovered some of the work that was supposed to be done previously was again not done and in addition the front window of the trailer surround was leaking. We dropped the trailer off July 13th. Work listed below.
As of Today, October 14th we still have not received a call on the status of our trailer. I have called every week to few weeks since it’s been in the shop and I was told either it was waiting on parts, they’re not sure of the status but will check and get back with me, or they believe it is done but the person working it was out so they would have to call back.
After calling last week and being directed to a voicemail I still have not received one phone call since July on my unit. I tried today to get a hold of the service manager but again it went to voicemail. I have found leaving messages does not get a response. The lack of communication has occurred throughout all of the previous service visits.
I wanted to reach out to you for a few reasons:
1) I’d like to get my trailer back ASAP with the work completed right the first time so I do not need to drive over an hour each way to drop it off and pick it up multiple times.
2) I already replaced the batteries under warranty from the previous service visit where they were completely drained and could not be repaired. I’d like two new batteries installed at no charge to me since I’m sure mine are dead now and probably damaged due to the length of time the unit has been sitting there. If the team can confirm they are not damaged, then that’s fine, but I’d like that confirmed. If I knew the trailer was going to be sitting for multiple months I would have not left them in.
3) I spent a lot of money on an extended warranty, which the sales team pushed hard for, indicating I would always be first in line for service. As you can see I was scheduled in October for work in March. When I brought up this detail I was told that doesn’t matter and it’s to the back of the line for me. I’d like my money back from that since you’ve had my RV for almost 7 of the 20 months I’ve owned it. That’s over 33% of the time I’ve been making payments it’s been in the shop. Many of the items that needed to be worked were not dependent on parts. The few that were I was told the parts had arrived quickly and they just needed to be installed. There is no point in having an extended warranty if the work is not going to be done in a timely manner.
4) Let me start by saying almost all of the service advisors are very nice people. With that being said, the communication from the service department is a major issue. I understand when parts aren’t available and things are on hold, but the complete lack of communication is not acceptable. Especially when I have to call for updates multiple times and being told I would receive a call back and do not. The same issue occurs with voicemails.
I’ve had an RV since 2013. I decided to buy from you because you carried the brands our family is interested in and you had a good reputation for customer service. We’ve been thinking about upgrading to a momentum toy hauler, but given the customer service experience we’re experiencing we’re seriously considering taking our business somewhere else for future purchases.
March 10 - May 13 2021 Service Items and Resolution:
1) Slide is coming in cockeyed, makes a scraping sound when almost in, ratcheting doesn’t always happen: New rubber seal was installed but slide still rubbed
2) Power tongue jack seems to sees at a certain point where it’s well within its normal operating range. Have to hit it to get it to work again: Jack was bent and replaced
3) Curt WDH was installed and not Equalizer as agreed in contract: Correct hitch was installed
4) Rear floor seems uneven compared to front when we were leveled: Was told this is normal
5) Front axle appears bent: Told it was normal
6) AC fan runs when on shorepower and heater runs. Only way to shutoff is to hit AC breaker. Is there a software update for this?: Software update fixed problem
7) Put vent roof covers on. One by AC on middle fan and other for bathroom: Vent covers installed
March 18 - May 5 2022 Service Items and Resolution:
1) Awning appears to be misaligned from rail: Was told it was because I had brushed some branches in front of my house. I ended up loosening the bolts and realigning it myself.
2) Slide still needs to move forward about an inch or so. This was not fixed on the previous service appointment: Adjusted and no longer rubbing.
3) Shower was leaking a small amount of water behind the wall: After testing this was not fixed.
4) Fan vent surrounds are cracked: Fixed
5) A/C blows cold, but doesn’t cool down trailer when it’s only 75-80 outside. Seems to be freezing up even though there is good airflow.: AC might be undersized for unit as cooling is still an issue.
6) The water tank siphons itself empty after filling it up. After filling it up you’re left with roughly 3/4 to half a tank. It also I will start to MTS South when driving down the road. It’s coming out the overflow/vent hose under the main fill location.: Solution put in place but tank still overflows somewhat.
7) Propane regulator recall: Fixed
8) Passenger side white LED strip light on front of trailer is sliding off. Put it back in place with tape to temporarily hold it: Not fixed
9) Interior front shade above bed is shredding for some reason. Not sure if it’s out of alignment or what the problem is: Fixed
July 13th - ?? Service Items and Resolution:
1) Trailer appeared to be un-level on level surface: Was told leaf springs were all bad/flat and needed to be replaced. This was the part they said they were waiting on shipping from, but the story changed depending on who I talked with. I had called shops around town to see if they had the parts available and all of them did.
2) Shower leak from above service visit still needed to be fixed: Was told it will be fixed
3) Passenger side white LED strip light had fallen off completely since it wasn’t fixed on the previous visit: Was told it was replaced almost immediately. Still need to verify once we pickup the trailer
4) Front window leaking: Was told they fixed it without issue. Still need to verify.”
So here is my issue, after sending this email the GM forwarded it to the service manager who called, emailed, and apologized and indicated he’ll handle things personally. He said everything was fixed but the leak in the front of the trailer. I just received a call from the dealer yesterday and they said they broke my front window removing it, needed to call Jayco to authorize warranty repairs, and then would be able to tell me when they’d be able to get another one to put it in.
I am just at a loss of what to do here. I’m not sure why they need Jayco to authorize anything when they broke it. Further more, I feel like I’m being stolen from. At this rate I won’t have my RV back for almost 6 months this time. It’s already been in the shop for 7 months for what I would consider very basic easy work. The dealer pointed the finger at Jayco and Jayco pointed the finger at the dealer. At the end of the day it’s my problem because I can’t take my family camping and use what I’ve paid for.
Are my only options to sit on my hands and do nothing? Do I need to consult an attorney? I’m not even sure what to ask for at this point?
If you’ve read this entire post, thank you! Any advice is appreciated!!