McCollochs RV Repair

First off, the customer was late for his appointment, he showed up late in the afternoonWe stopped working on our other jobs and put three guys on his RV to fix his problems and get him back on the road, we got wrapped up in trying to fix his problems and he is correct we did not contact him about the additional time We had more time involved in his repairs than what he was charged for His original valve was packed with toilet paper, we tested the new valve before it left our facility and it held waterOnce it left our facility we can only speculate what happened, we offered to look at the RV and rectify the problem, but due to the customer living out of town he was not able to returnWe were on vacation for a few days when this complaint was filed, we did not ignorehis concerns To please him we issued him the refund he requested We feel this complaint is more about having to pay to get his problems fixed rather than an issue with the quality of work Thanks, [redacted] McColloch's RV Repair & StorageHarvard St.Sacramento, CA[redacted] [redacted] phone [redacted] - fax

I am rejecting this response because: I did not care about paying for a job that was ACTUALLY performed; this was demonstrated by the fact that I did pay the exorbitant bill. As they admitted, we agreed to one price point and they charged more than agreed WITHOUT communicating with me, even though I was onsite for the duration of the repair. This is clearly a case or HORRIBLE customer service AND perhaps charging an out of towner who is in need for work that was not performed. In any event, since they did refund the charge for the valve that was not fixed, I do not see the value in continuing this dialog.

First off, the customer was late for his appointment, he showed up late in the afternoon. We stopped working on our other jobs and put three guys on his RV to fix his problems and get him back on the road, we got wrapped up in trying to fix his problems and he is correct we did not contact him about...

the additional time.  We had more time involved in his repairs than what he was charged for.  His original valve was packed with toilet paper, we tested the new valve before it left our facility and it held water. Once it left our facility we can only speculate what happened, we offered to look at the RV and rectify the problem, but due to the customer living out of town he was not able to return. We were on vacation for a few days when this complaint was filed, we did not ignorehis concerns.  To please him we issued him the refund he requested.  We feel this complaint is more about having to pay to get his problems fixed rather than an issue with the quality of work.  Thanks,[redacted]McColloch's RV Repair & Storage2420 Harvard St.Sacramento, CA. 95815[redacted] * phone[redacted] - fax

Review: I contacted [redacted] via email concerning my motor home. There was as issue with the black water value such that after the black water tank is emptied, we drive to another site and connect the sewer line, about half a gallon of water still comes out of the black water value when it is opened. First [redacted] said it would require an hour of labor and after I described the valve location in more detail, he said it would require only half an hour of labor. I dropped off the vehicle on July 16th for him to work on the valve and another issue with the steps. He said he would invest an hour on both issues and would let me know what was required from there. I waited in the waiting room for about 90 minutes and came back in to his office. When I arrived, he said everything was fixed. However, he charged me an hour on the valve alone and then another $90 or so for the step repair. He also charged me for used step parts. Based on our agreement, I expected to pay for one hour of labor @ $115 (30 mins on steps and 30 mins on the valve) and $15 for the valve, a total of $130. Instead, [redacted] charged me $280.52. Naturally, I was upset and asked why he did not contact me after the hour, as agreed. He said these things needed to be fixed so he went ahead and did it without my approval. I paid and left. A couple of days later, when using my black water value, I had the same issue. I tried it again a couple of days later with the same result; the issue was not fixed! When I reached out to [redacted], he basically said his repair was fine and it was probably something that I did. As possible solutions, he then offered to ship me another $15 valve or for me to bring back the motor home to be fixed again but if there was debris in the valve he would charge me some more. I suggested a refund for the valve work since it was not fixed and I was no longer in California. I never heard from [redacted] again.Desired Settlement: Since [redacted] did not fix my valve issue, I would like a refund of $130.00.

Business

Response:

First off, the customer was late for his appointment, he showed up late in the afternoon. We stopped working on our other jobs and put three guys on his RV to fix his problems and get him back on the road, we got wrapped up in trying to fix his problems and he is correct we did not contact him about the additional time. We had more time involved in his repairs than what he was charged for. His original valve was packed with toilet paper, we tested the new valve before it left our facility and it held water. Once it left our facility we can only speculate what happened, we offered to look at the RV and rectify the problem, but due to the customer living out of town he was not able to return. We were on vacation for a few days when this complaint was filed, we did not ignorehis concerns. To please him we issued him the refund he requested. We feel this complaint is more about having to pay to get his problems fixed rather than an issue with the quality of work.