ComplaintsforClear Creek RV's

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our fifth wheel in for repairs to slide-outs, were told it would take 1 to 2 weeks, they kept our fifth wheel for 5 months. The technicians did more damage to our fifth wheel, & stopped working on the unit. Told us it should be totaled, we had termites, all of which was untrue. They will not honor the 90 day warranty on the so called repairs, and now won’t return our calls, e-mails.

  

  Business response

  06/19/2024

  See attached file.

  Customer response

  06/24/2024

  
  Complaint: 21819193
  
  I am rejecting this response because:

  In response to Clear Creek Rv, *** ***** ******** stated that we brought our RV in for an inspection.  Clear Creek is an authorized dealer and repair/service for our manufacturer Alliance. The service department stated our repairs would not be any problem as they were doing a similar repair to a unit just like ours.  They then stated they would order all the parts needed from Alliance before they had us bring our unit in, as we are full time in our RV.  They then contacted us and scheduled an appointment for 11/5/2023, as this was their slow time, and they would put their best technician on the repairs and get it back to us in 2 weeks.

  
  

  We returned in two weeks to discover they had stopped work on our unit.  They stated they had found termites, which we have never seen, or any evidence of that, and no pictures were ever produced as we requested.  They stated they had found moisture and wood rot in the front cap.  Then they stated they had someone who would purchase our unit for the amount we owed, and this was a personal friend of the owner of Clear Creek. Needless to say, we were shocked at this development.

  
  

  The service department also told us that there was a crack in the front left side of the unit that needed to be repaired.  The unit had to go to a body shop for reinforcement and body repair. 
  

  
  

  Our unit was in for bedroom slide floor replacement,living room slide function repair,kitchen area slide repair.

  
  

  5 months later,3/28/24 I did come in to pick up our unit.I was not happy with the work performed and the work not completed.

  
  

  Have asked the service department for a copy of of the work order with my signature several times-as of todays date it has not been provided.

  
  

  Yes,we purchased this unit to live and travel full time as it clearly states "for full time living",as you step into the front door of the unit.This has not caused an issue for us to get repairs as needed and covered by warranty.Any time we had an issue we sent pictures and video to Alliance.
  

  
  

  
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/26/2024

  See Attached file

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our camper to this place of business in May of 2022 for repairs from the hailstorm. As of today, May 16,2023 we had not received our camper back. They have ordered the wrong parts, ordered the wrong materials, and cut the panels to the wrong size. They are constantly giving us excuses. I do not feel this has been handled in the proper manner. They received a $30,000 check from our insurance company in June 2022. I spoke with our insurance company and this check has been processed.

  

  Business response

  05/19/2023

  "First let me state that we (Clear Creek RV) are concerned about every customer and strive for their well-being and approval.  We are human and fall short occasionally, this is one of those situations where a combination of failing to inform the customer of the timeframes and all the necessary contact needed to accomplish this task.  Further, we damaged some siding and had to reorder the same to finish the repair.  That siding has not been received thereby we cannot finish the repair until it arrives. 

  Allow me to address the complaint as written:

  Complaint: “We took our camper to this place of business in May of 2022 for repairs from the hailstorm.  As of today, May 16th 2023 we have not received our camper back.”

  
  CCRV – The camper was dropped off for inspection on 9/17/22, we then wrote an estimate and submitted to *** ******* on 10/25/22.  The insurance company gave *** ******* the approval to order parts on 12/5/22
  
  Complaint: “They have ordered the wrong parts, ordered wrong materials and cut panels to the wrong size.  They are constantly giving us excuses.  I do not feel this has been handled in the proper manner.”
  
  CCRV – Insurance claims are fluid, meaning they can change, needing additional parts or different parts as the job continues.  We admitted to cutting two panels slightly short, we have ordered the materials and will pay for expedited shipment to get them here.  Keep in mind, these materials are over 30’ long and come in a crate from Indiana.
  
  Complaint: “They received $30,000 check from our insurance company in June 2022.  I spoke to the insurance company and this check has been processed.”
  
  CCRV – This statement is incorrect; we received the first check on 9/29/22 in the amount of $16,953.63.
  Which was the adjusters estimate and fell well short of the actual cost.  The second check was received on 11/3/22 in the amount of $3,290.00, this again well short of the actual cost.
  Note:  No checks have been deposited, both are in the file folder waiting the completion of this claim.
  *** ******* gave us a “verbal” authorization on 12/5/22 that the insurance company had approved our total estimated repair for $29,732.51.  This to be paid in full upon completion.

  Points to consider:

  • We have five parties involved with insurance jobs making communication difficult at best:
    1-Customer/Owner
    2-Insurance Company
    3-Insurance Adjuster
    4-Manufacturer of RV
    5-Dealer ship repairing said RV
  • Insurance jobs can take several months up to a year or longer depending upon the damage and companies involved.
  • The national average of RV warranty parts timeframe between time of order and arrival is 52 days (this is warranty items that take precedent over purchase parts).  (RVIA information)
  • The national average of RV purchase parts timeframe between time of order and arrival is over 70 days.  (RVIA information)
  • This is because most, if not all, parts come from Indiana by whatever means of freight.
  • We generally do not receive notice of shipping until we actually receive the material.  So, we rarely know if the items have left the manufacturer’s location.
  • Then add insurance quotes, supplement quotes and approvals can add significant time.
  • We are human, thereby make mistakes while trying to do our best to resolve any given situation.

  I’m traveling most of next week, I will call the ******** and ask to meet them in person to discuss.  Again, we strive to be a good company and take of business appropriately.

  Sincerely yours,
  
  ***** *******
  Owner Clear Creek RVs

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/21/2022 we went to Clear Creek Rv to purchase a camper. The next day we came back to put a deposit down on the camper we decided on. We were helped by Betty. She told us that we needed to put down the deposit so that they do not sell the camper to someone else. We were told that if we did not get the camper we would get our money back and if we got the camper that money would go towards the down payment. We did not sign ANY paper work. We were told that they would contact us when the camper was serviced and ready to pick up. My husbands work situation has changed. We texted Betty to let her know that we would not be able to purchase the camper and she called us back to inform us that they would not refund us all of our money. We gave them $1750.00. She told us that they would not give us $1000 of it back. She said that because they serviced the camper we had to pay for that. When we told her that was never told to use she kept saying I thought that I made myself clear. SHE DID NOT. That was never told to us that that was their policy. When we asked to speak with the manager we where told that he would call us. We waited all of Saturday and most of Monday and did not hear anything. We tried to call again, but was transferred to his Voicemail. We went to the office and he finally spoke with my husband. He told him that there did not need to be anything written for the security deposit. He said that she told him she explained this to us. My husband then said so it's our word against hers and he said yes. He gave us a refund of $750 and said that in the future they would put that 1000 towards a camper for us but that he was not giving us our money back. That is theft! We were never told that we would not be getting part of our money back. We were told the opposite.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/02/08) */ This customer's statement is roughly 90% accurate. The following portions are untrue: 1) The customer states that "We were told that if we did not get the camper we would get our money back" The customer was told that if they were denied financing, we would refund their full security deposit. They were approved for financing. 2) In reference to the definition, purpose, and refundability of a security deposit, the customer states "That was never told to us that that was their policy." The customer was made fully aware of the intent, and the refundability of a security deposit. 3) In regards to the customer's statement "That is theft!", it is not. The customer agreed to an exchange of goods and services for payment rendered. We honored and completed the requested task. The customer refused to honor their part of the agreement by taking delivery of the vehicle they secured with their security deposit. In an effort to resolve this dispute without the need for further time invested, and to maintain a high level of customer satisfaction, we will agree to refund this customer the security deposit amount of $1000.

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