Arizona R.V. Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, what Mr*** fails to mention is that his business had my RV for a total of EIGHT months out of the course of a year In addition, my RV was at two other service centers consecutively from July 3, to August 20, 2013, then my motor home went straight back to AZ RV Service on that date (see Echols RV and Kiss RV receipts) Additionally, the first time I took my motor home to AZ RV Svc., they called me to tell me the RV was done, but they failed to complete one of the repairs I had requestedThe final repair (the monitor panel) was completed the second time I took it in
When Mr*** lists invoice dates, he doesn't indicate when the RV arrived at his shop For instance, the March 14, invoice does not reflect that my RV actually arrived at his shop October 29, 2013.
When Mr*** states in his first paragraph (Ro #*** Job ID #2) that the slide had not been lubed "for some time" I have a receipt indicating my slide had been lubed on May 11, (see Al's RV receipt), less than a year prior, and I had only used my RV twice between that date and the time I took it to AZ RV I've been having the same issue with the slide for approximately a year The circuit breaker had been replaced at Al's, the hydraulic pump had been replaced at Kiss, it had been lubed twice, what's left to fix? The options had been narrowed down by the time they finally replaced the solenoid
As to Ro #*** Job ID #5, I generally don't find the fridge has been leaking until the next morning after it has been running for about half a day then all night It still leaks in the EXACT same place I pointed to when I took it in
As to Ro #*** Job ID #and Ro #*** Job ID #1, my complaint about my hot water heater is, was, and always has been that it would not light from the inside switch; that I had to go outside and manually light itThere's no way that they tested the hot water heater from the inside switch because it failed to work the very first time I took it out Additionally, when they determined it was the circuit board, I assumed the icost of the item would run between $and $with about an hour labor chargeThey failed to advise me what they were going to charge me and give me the option of replacing itUnfortunately, I trusted them to be open, honest and fair,and I failed to ask them for the cost STILL, the first time they "repaired" it, the hot water heater continued to pose the EXACT same problem It wasn't a new issue or a different issue, it was the SAME issue
As to the faucet, again, they failed to disclose what I would be charged, and I failed to ask as I trusted them to fair, open and honest I assumed it would run me about $ Nearly $for each swivel pipe fittings and couplers seems to be well above retail I was charged to install it over twice what the faucet cost me
As to Ro #*** (no job #) after they said they replaced the seals on the jacks, the second time I took my RV out this new issue occurred After having spent over $on the jacks, I don't believe I should still be having problems with themThe only way I was able to retract them was to lube them, which was what they did to get them to come up the last time I took my RV to them The jack manual states what type of lube should be used (see Jack Manual attachment Preventative Maintenance Procedures, #5) When I called AZ RV the last time to tell them my jacks would not retract, Dave told me he had no idea what the issue could be He said he was going to have to call technical support The service center I finally took my RV to said he has worked on jacks for over years He would not need to call "technical support."
As to Ro #*** - 3/14/- Job ID #- THE RV WAS BROUGHT INTO THEIR SHOP OCTOBER 29, 2013, THEY ALSO HAD MY RV FROM SEPTEMBER 9, THROUGH OCTOBER 17, NO WHERE ON EITHER RECEIPT DOES IT INDICATE THE BATTERIES WERE REPLACED My RV was brought in April 15, 2013, and the invoice dated June 14, indicates that all three batteries were replaced Less than one month prior to bringing in my RV my step-dad had cleaned off the battery post corrosion Referencing my first paragraph which states that my RV has been in various shops for approximately months, basically stored, and I've only been able to use my motor home a few times, AND, supposedly AZ RV Service replaced all my my batteries some time between April and June 2013, AND they received my RV again October 29, 2013, what service / maintenance were my batteries likely to need? How could corrosion occur in approximately four months on brand new batteries when the RV was hardly even used?
Arizona RV Service accepts no responsibility in failing to correctly diagnose problems If they can't determine the cause, they simply throw some lube at it and charge about $ They do not disclose estimates when you drop your RV off and when / if they call to tell you their diagnosis YOU HAVE TO ASK In this matter, it is buyer beware; however, when I pay for an item to be repaired and they fail to fix it, I shouldn't have to pay for their ineptness or inability to understand what is technically wrong They charged me to lube the slide when it was the solenoid, they charged me to lube the jack when it was the solenoid, they charged me for a T-stat kit on my hot water heater, when it was the circuit board The slide complaint was the same from day one, the hot water heater was the same complaint from day one, the jacks only retract when you lube them, then they start to fall down, the fridge still leaks in the exact same place as when I took it in the first time and pointed directly to where the water drips
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, what Mr. [redacted] fails to mention is that his business had my RV for a total of EIGHT months out of the course of a year.  In addition, my RV was at two other service centers consecutively from July 3, 2013 to August 20, 2013, then my motor home went straight back to AZ RV Service on that date (see Echols RV and Kiss RV receipts).  Additionally, the first time I took my motor home to AZ RV Svc., they called me to tell me the RV was done, but they failed to complete one of the repairs I had requested. The final repair (the monitor panel) was completed the second time I took it in.

 

When Mr. [redacted] lists invoice dates, he doesn't indicate when the RV arrived at his shop.  For instance, the March 14, 2014 invoice does not reflect that my RV actually arrived at his shop October 29, 2013. 

When Mr. [redacted] states in his first paragraph (Ro #[redacted] Job ID #2) that the slide had not been lubed "for some time" I have a receipt indicating my slide had been lubed on May 11, 2012 (see Al's RV receipt), less than a year prior, and I had only used my RV twice between that date and the time I took it to AZ RV.  I've been having the same issue with the slide for approximately a year.  The circuit breaker had been replaced at Al's, the hydraulic pump had been replaced at Kiss, it had been lubed twice, what's left to fix?  The options had been narrowed down by the time they finally replaced the solenoid.

 

As to Ro #[redacted] Job ID #5, I generally don't find the fridge has been leaking until the next morning after it has been running for about half a day then all night.  It still leaks in the EXACT same place I pointed to when I took it in.

 

As to Ro #[redacted] Job ID #6 and Ro #[redacted] Job ID #1, my complaint about my hot water heater is, was, and always has been that it would not light from the inside switch; that I had to go outside and manually light it. There's no way that they tested the hot water heater from the inside switch because it failed to work the very first time I took it out.  Additionally, when they determined it was the circuit board, I assumed the icost of the item would run between $60 and $75 with about an hour labor charge. They failed to advise me what they were going to charge me and give me the option of replacing it. Unfortunately, I trusted them to be open, honest and fair,and I failed to ask them for the cost.  STILL, the first time they "repaired" it, the hot water heater continued to pose the EXACT same problem.  It wasn't a new issue or a different issue, it was the SAME issue.

 

As to the faucet, again, they failed to disclose what I would be charged, and I failed to ask as I trusted them to fair, open and honest.  I assumed it would run me about $60.  Nearly $9 for each swivel pipe fittings and couplers seems to be well above retail.  I was charged to install it over twice what the faucet cost me.

 

As to Ro #[redacted] (no job #) after they said they replaced the seals on the jacks, the second time I took my RV out this new issue occurred.  After having spent over $600 on the jacks, I don't believe I should still be having problems with them. The only way I was able to retract them was to lube them, which was what they did to get them to come up the last time I took my RV to them.  The jack manual states what type of lube should be used (see Jack Manual attachment Preventative Maintenance Procedures, #5).  When I called AZ RV the last time to tell them my jacks would not retract, Dave told me he had no idea what the issue could be.  He said he was going to have to call technical support.  The service center I finally took my RV to said he has worked on jacks for over 30 years.  He would not need to call "technical support."

 

As to Ro #[redacted] - 3/14/14 - Job ID #2 - THE RV WAS BROUGHT INTO THEIR SHOP OCTOBER 29, 2013, THEY ALSO HAD MY RV FROM SEPTEMBER 9, 2013 THROUGH OCTOBER 17, 2013.  NO WHERE ON EITHER RECEIPT DOES IT INDICATE THE BATTERIES WERE REPLACED.  My RV was brought in April 15, 2013, and the invoice dated June 14, 2013 indicates that all three batteries were replaced.  Less than one month prior to bringing in my RV my step-dad had cleaned off the battery post corrosion.  Referencing my first paragraph which states that my RV has been in various shops for approximately 10 months, basically stored, and I've only been able to use my motor home a few times, AND, supposedly AZ RV Service replaced all my my batteries some time between April and June 2013, AND they received my RV again October 29, 2013, what service / maintenance were my batteries likely to need?  How could corrosion occur in approximately four months on brand new batteries when the RV was hardly even used?

 

Arizona RV Service accepts no responsibility in failing to correctly diagnose problems.  If they can't determine the cause, they simply throw some lube at it and charge about $90.  They do not disclose estimates when you drop your RV off and when / if they call to tell you their diagnosis YOU HAVE TO ASK.  In this matter, it is buyer beware; however, when I pay for an item to be repaired and they fail to fix it, I shouldn't have to pay for their ineptness or inability to understand what is technically wrong.  They charged me to lube the slide when it was the solenoid, they charged me to lube the jack when it was the solenoid, they charged me for a T-stat kit on my hot water heater, when it was the circuit board.  The slide complaint was the same from day one, the hot water heater was the same complaint from day one, the jacks only retract when you lube them, then they start to fall down, the fridge still leaks in the exact same place as when I took it in the first time and pointed directly to where the water drips.  

Regards,

Attached is Arizona RV Services response. as we are apologetic for Mrs. [redacted] troubles, this is an older Rv and its normal to need things repaired. The Items repaired By Arizona RV Service LLC were completed on some of the same appliances however were not caused by the same failure. Also note, these...

repairs were not completed within the same month but over a years time.

Thank You for allowing us to help Mrs [redacted] better understand the repairs to her RV.

Owner

Arizona RV Service LLC.  

Mrs. [redacted], After review of the items in your letter, I pulled all three of your invoices and tech repair notes. I will address each issue individually so there is no confusion. 

June 14th invoice

• Ro # [redacted] - 6/14/2013 - Job ID #2- Slide out goes out good very hard coming in.

o After checking out the slide out, it was found that slide arms had not been lubed for some time. The customer was advised by the Repair Tech, that it is recommended that the slide out be lubed, first.

o Arizona RV Service lubed slide out rails and pivot points. The Repair Tech ran the slide in and out several times. The Repair Tech, observed no further problems at this time.

• Ro# [redacted] - 6/14/2013 - Job ID #5-  Leak at ice maker line

o Upon inspection, Arizona RV Service found that a crimp on the ice maker water line had failed.

o Arizona RV Service repaired the crimp and tested the icemaker. No leak was found there was not a need to go any further. 

• Ro# [redacted] - 6/14/2013 - Job ID #6 - Water heater is not working on gas.

o After confirming customers concern, that water heater was not operating on gas, it was found that no current was going through the thermostat on the water heater and it needed to be replaced since the part had failed.

o Upon replacement of eco/thermostat kit (both safety switches come as a kit) the water heater was tested and operating properly.

• Ro# [redacted] - 6/14/2013 - Job ID #3 - Passenger front jack leaking (part for this repair on job 4)

o This was a concern noticed by the customer. Arizona RV Service inspected the jack leak found that the seal had failed. During this time, Arizona RV Service noticed that another jack was leaking as well and recommended that seals on both jacks be replaced. 

o This job totaled $529.90 plus tax and shop supply. Customer was charged less then flat rate recommended for this job and she approved the repair. 

Oct 17th Invoice

• Ro #[redacted] - 10/17/2013 - Job ID #1 - Water heater not lighting from inside

o Customer brought in RV with water heater not operating. After inspection, it was determined that the control board was receiving proper power and signal from the eco/thermostat. Also, the gas valve was receiving power but no spark was produced. Dinosaur board tester was used to confirm control board failure. Customer was informed and approved replacement

o New control board was installed; unit was tested for proper operation and passed.

• Ro #[redacted] - 10/17/2013 - Job ID #4 - Install customers faucet

o Customer supplied her own faucet not a direct replacement , upon installation it was noted that the newer style faucet would have to have the fittings adapted to the Rv style connecters this was done customer was billed one hour labor plus parts need to adapt faucet. 

March 14th invoice

• Ro # [redacted] 3/14/2014 Passenger side jack would not retract all the way finally went up now it goes down slow

o Arizona RV Service checked jack tested solenoid to be sure it was working properly, found that the shaft was dry and catching on seal. The Repair Tech lubed the shaft per power gears recommendations and the problem was solved.  The next line is a copy from power gears web site.

o 11. My jacks don’t retract fully. What do I do?

Hydraulic jacks can be cleaned and lubricated on the chrome rod that extends out from the barrel of the jack with silicone spray. If your jacks are equipped with zerk grease fittings at the bottom of the outer barrel then lubricate them with all purpose lithium grease. Do not use WD-40 as it can damage the seals in the jack assembly. [redacted]

• Ro # [redacted]- 3/14/2014 – Job ID #2 - Slide out is very hard coming in while generator is running plugs into shore power slide will come right in.

o Checked slide operation and found slide operating intermittent. The power to solenoid on slide had low voltage. Repair Tech checked batteries found corrosion on battery post. Repair Tech cleaned batteries, which were replaced previously on 10/17/2013. The batteries appeared to have not been maintained since installation.

o After cleaning batteries solenoid, the valve on slide showed proper voltage but still would not operate properly. The Repair Tech recommended replacement of solenoid cartage valves. This was approved for replacement.

o After valves were installed, the slide was tested and appeared to be operating properly.

The above items were repaired properly for the problems and symptoms that were happening at the time. It’s important that customers understand that because an item breaks and appears to have the same symptoms does not mean it’s the same cause of failure. (Ex. Slide out will not come in could be caused by many different reasons but still has the same symptom that the slide will not operate.)

Arizona RV Service is apologetic that [redacted] is not satisfied with the troubles she has had with her RV over the past year. We would have been more than happy to repair any issue that was caused by something we had done wrong, but this was not the case. 

[redacted] was explained every problem and what the repair was going to be in many cases charged under industry flat rate time. In conclusion Arizona RV Service LLC Will not be issuing a refund of the amount the customer is requesting we do hope the explanations listed above help [redacted] to understand how the diagnosis and repairs were done on her RV.

Thank You for your Business

Owner

Arizona Rv Service LLC.