Shop seems to be sitting on my motorhome

[MongoBadger]

Hi guys,

I had to drop my motorhome off at a shop after my brother's wedding due to a power surge. This was either 31 August or 1 September, I can't remember. They found and fixed the problem that caused the surge and now need to replace the gauges that were fried as well fix the damage caused by the tow company not securing the drive shaft (oil pan, coolant hose, transmission bell housing, and drive shaft). I'm told they just have the oil pan left to go on that stuff.

It's been 3 months, I've signed the form allowing them to cash my insurance checks for the dmage piece, and they don't talk to me. I'll ask for an update and I get the "I'm here all alone, but I'll talk to the foreman when he gets in" spill. Then several weeks later when I get frustrated I'll contact them again and they tell me the same thing.

This is generally a well respected freightliner repair facility that moves many many truck a day and I talked with their techs before hand and they seem more than competent.

Is normal? It seems like their sitting on it. Unfortunately I'm about 900 miles away, but I'm thinking about getting the authorities involved as it seems like they are up to no good in this case.

I'm just wondering if i should be concerned and what my rights/options are if they are trying to screw me. Thanks.

[WorldCat25]

Stop in for a face to face.

[Mr_D]

Originally Posted by WorldCat25

Stop in for a face to face.

900 miles is a little far to "stop in".

[nothermark]

It seems there have been posts before about the engine manufacturers having a long lead time on parts then giving priority to the working truck folks. That may be what you are running into if they are still waiting for an oil pan.

[F4Gary]

Several weeks? Man, I'd be calling back every 3 days until I got an answer.

[dons2346]

Originally Posted by Mr_D

900 miles is a little far to "stop in".

Not when a shop has been blowing smoke up your shorts since September

[biggcrisp]

Meh, just consider it to be in storage and give them a couple more months.

[znt1186]

Where is the shop? Is the coach winterized?

[Tha_Rooster]

I learned do not sign over insurance check until everything is done and right if you do insurance is done with you and you don’t have a leg to stand on.

[Finance]

Do not call them, get their email and write them. Proof of correspondence. That helps down the road if you end up in court. Don't threaten them with legal action, just the action of getting their promises in writing will send the message.

Step two if the service manager ignores email then write a politely worded email to the GM. General managers hate subordinates that bring that stuff across their desk.

Never do businesses on an oral basis.

[Mark D]

Originally Posted by MongoBadger

Hi guys,

I had to drop my motorhome off at a shop after my brother's wedding due to a power surge. This was either 31 August or 1 September, I can't remember. They found and fixed the problem that caused the surge and now need to replace the gauges that were fried as well fix the damage caused by the tow company not securing the drive shaft (oil pan, coolant hose, transmission bell housing, and drive shaft). I'm told they just have the oil pan left to go on that stuff.

It's been 3 months, I've signed the form allowing them to cash my insurance checks for the dmage piece, and they don't talk to me. I'll ask for an update and I get the "I'm here all alone, but I'll talk to the foreman when he gets in" spill. Then several weeks later when I get frustrated I'll contact them again and they tell me the same thing.

This is generally a well respected freightliner repair facility that moves many many truck a day and I talked with their techs before hand and they seem more than competent.

Is normal? It seems like their sitting on it. Unfortunately I'm about 900 miles away, but I'm thinking about getting the authorities involved as it seems like they are up to no good in this case.

I'm just wondering if i should be concerned and what my rights/options are if they are trying to screw me. Thanks.

Oil pan and the other items are a full day. It seems things have festered beyond civil.

Me I would call in the AM when they say we will need to get back, call again after lunch. Twice a day until you get a semi firm answer. If they say we are working on ask, what's been done and what needs to be completed. Once they summarize what else needs to be done ask if the parts are there, if not ask why.

If they say X part is still on back order, call Cummins etc and ask for availability, if they say it's right here then call the repair place back.

Keep in mind that yelling will get you nowhere but being firm, calm and unyielding will make you the squeaky wheel.

Also get the service managers email and send them an email. Also send them an email if you talk with Joe so they know what you were told.

If a job should take 3 days the afternoon of day 3 get on the phone, be polite but make sure if you feel like they are blowing you off then make sure you dont let them.

[Isaac-1]

I find it amazing how quickly a $100 letter from a lawyer inquiring about the status of their clients property can go in such cases.

[PanJH]

Your coach is probably being used as a "filler" between jobs for commercial vehicles that are their #1 priority. I would go to the state website that covers business licensing and see who is listed as the owner. Then I'd write a polite but firm professional level letter explaining the situation and what you have said as transpired to date especially not being able to get return calls or a committed wrap up date. Ask the owner to follow up with you within the next 2 days with a committed plan to return your property to you with all repairs ( that you have already paid for) completed. Send it overnight mail, return receipt/certified. Also, CC the CEO of Freightliner Custom Chassis, Jeff Sather . If the response is not satisfactory, go to the consumer protection organization in the state gov't and file a complaint and then get a lawyer to write a letter.
I've found that in most cases, going to the top when the lower or middle men don't respond is effective as many times the lower level members are more focused on the next task vs the livelihood and long term future and reputation of the business.

[Cat320]

I had a similar experience with a shop. I dropped off my coach, but unbeknownst to me, their policy was if a customer dropped of his coach, his time was unlimited. Therefore, everybody that drove in off the street or had an appointment, and "waited" for his coach, went ahead of mine for service.