ComplaintsforLink Ford and RV-Minong LLC

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been working with the service department since August of 2021. We had prior service issues also, but not within the past year. We called for service to come out to our permanent camp site. We have had awning issues since the first year we owned it in 2016. 2-3 service techs have looked at the awning. On April 19th we were expecting the service tech to arrive in Turtle Lake at the campground to do the service from August of 21. The tech never arrived. My husband called and they said they werent coming out, it wasnt scheduled. I called the service department and *** told me he never told my husband that they didnt schedule service. 3 days later I got a call from ***** and ***. They apologized and tried to explain. Nothing g was resolved. ***** called a couple days later to schedule the service call. My husband again went up to Turtle Lake from ****** to meet the tech. We were told he would be there in the afternoon. I was at work, my husband was at the campground waiting. I left work at 230pm and **** still hadnt arrived. I was told by ***** we would be the last call of the day, but he had other jobs in the area. I called ***** at 330pm to ask the **** They had already expected him to be there on the job. The communication with Link is horrible! She called me back around 4 or 5 to say that he was not going to make it out and the would reschedule. I spoke with ***** again last week, and she is to touch base with me on Monday the 2nd to ensure service. Tentative plan is Wednesday the 4th for a special trip to fix the *** I have taken off work to be there for the tech. I rearranged my schedule because my husband no longer wants to deal with Link *** I would like to not be charged the travel fee, and be reimbursed a $100 fuel fee, and get the repairs completed.

  Business response

  05/03/2022

  The first complaint we had about the awning was in June of 2016 and repaired the issue. The next time we went out to the camper was in June of 2021 for three concerns that were repaired. Nothing mentioned about the awning then. Customer called September 7th about a awning issue, that the cord was coming out. We went to the camper on September 14th at 10:48am to look at the concern. Tech stated that the awning cord is pulling out and seems like the cord is to thin. When there the customer asked us to look at 2 windows that are leaking. We had to order new window seals and they did not come in until November so we have to wait until spring when it is warmer. The customer called me in March about getting the repairs done and I told them we would get it done this Spring, and hopefully we will get out in April. I never scheduled an appointment for a month in advance because we don't know how the weather will be. We did make an appointment for April 28th and they were the last stop. Unfortunately one job earlier took two hours longer and another stop added more concerns. Just like the customer did when we went out to look at the awning issue they added the window leak concern. The service Tech was out until a little after 5 doing repairs. The Service advisor called the customer to let them know he was not going to make it and we would reschedule for May 4th. On the road service is a service we provide the customer that can not ***************** in and there is no guarantee we will be there if they are at the end of the list. It was the customers choice to want to be there when we are at the camper. we do not require the customer to be there. On the road service is a privilege we offer the customers. If they want a guaranteed appointment then they can bring it into the shop. We try to stock the Service Van the best we can, but sometimes you do not have all the parts.

   

  Customer response

  05/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The service was completed today by the tech. Were still waiting to hear about billing and resolution ti that. Hopefully, that can be resolved also. To be clear, we were not contacted by the service department about the missed appointment last week, we contacted them first. They then called us back to reschedule. Thankfully, that was done and completed. 
  
  Regards,

  
  ***********************

  
  

  Business response

  05/05/2022

  When the customer called us on the afternoon of April 28th asking were the Tech was because they had not seen him yet. ***** took the call and said she would call the Tech and get back to them. She talked to the Tech and told her he would not have time to make it and to reschedule. Called customer back to let them know once we found out from the tech why he was running late. We rescheduled for May 4th. We have made two service calls to the camper total. We are charging for 1 service call of $150.00 that was quoted to them last year. Labor and parts for repairing the awning and new window seals will be $313.55 plus tax. We do our best to keep Everyone happy and it is hard to do that. When jobs take longer than expected and customers add more issues when we are there is causes lots of problems for us and other customers.  

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Per the techs notes the job is not complete. The part the tech had was not the correct part. He put in his notes he would be returning for the switch part next time he was in the area. Im ok with that. All the parts for the switch, awning, and window seals should be covered u see the warranty. Im not pleased with having to pay the trip charges sine I also had to return multiple times. I understand the customer doesnt have to be there for a repair. However this is my second home, and I just dont let people walk in and out freely. I like to see the work after it is complete to make sure it is done to my expectations. I like to be present in case there are complications or questions. I find that to be a courtesy like the mobile service is to Link for non moving customers like myself. 
  
  Regards,
  
  ***********************

  Customer response

  05/26/2022

  This is the original voicemail my husband received from Link stating they would be there for service on the 19th and never showed up. They proceeded to tell us they never called. He saved the voicemail. The names are wrong because it is a voice mail and the predictive wording doesnt work well. The number is the ****** phone number and I can play the actual audio if needed. We have saved it. Link has called 2 times asking for payment. The work is not complete, we are still waiting on a switch. This was added to the service call before the arrived. It was not relayed to the tech verbally, just in his notes and he missed it. Link said they were going to mail a detailed invoice to our home address 2 weeks ago and it has not arrived. We have an extended warranty on the *** and want to see what the charges are before paying any bills. If audio is needed please let me know, I will be happy yo provide it. 

  Business response

  05/27/2022

  Yes the Tech did not have the switch with him when he went out. We are going to be in the area Tuesday May 31st and will stop there to install the switch and we will not **** for the service call. As for the **** was mailed out on May 17th and states what we did for repairs. 

  Customer response

  05/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  thank you, it would be nice for that to be communicated. Also, once I see the invoice I will determine the next steps. Please send a second invoice as we have not revived one yet. 

   
  
  Regards,

  
  ***********************

  Business response

  05/31/2022

  We are going May 31st to install the switch for the water heater. We are not doing any reimbursement for the customers gas. We do not require the customer to be at the campers when we work on them. Customer made that decision to be at the camper.

  Customer response

  05/31/2022

  Good Morning

  
  

  Im not sure who to contact, we have been contacted by Link RV a couple times since filing with BBB. My husband leaves is ringer off so the calls have gone to voicemail. The invoice they referred to was finally emailed today after not receiving it in the mail.  They are following up with the warranty company we have as well. We should hear back tomorrow. 

  
  

  

  Customer response

  05/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  we previously asked for some type of reimburse the and Link made clear they would not do that. We simply want the work completed with proper communication and proper billing while using the warranty we purchased at the Link RV Dealer when we purchased the *** I understand that this is a privilege to have mobile service. If that imthat huge of a commitment for Link to uphold then maybe it should be adjusted. We purchased the unit from link and wanted them to do the work since the warranty was purchased with them. We just received a copy of the billing statement and there are discrepancies. I have sent all that to BBB and Link will have it as well. ***** was going to reach out to the warranty company today about the seals. Warranty work and warranty labor should not be billed to me. This is why I purchased the warranty. I will pay the device fee if needed. However I have already paid service fee for the awning in the past and it was repaired incorrectly as stated on the billing statement. 

  
  Regards,
  
  ***********************

  Customer response

  06/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Sorry  for the delay, I didnt receive a call back from Link until Wednesday. They were going to have a manager call me but he was out of the office. Today the service writer called back and said that she spoke with the manager and there is nothing they can do. The warranty on the awning expired, and the after care warranty only cover mechanical. It was repaired incorrectly in 2017 and due to low usage we didnt see the poor repair to call it in for more service. Link is refusing to back their service and technicians work, and no discount or effort is being made. I have the bills they sent, I guess Ill just pay them via check so there is a paper trail. Sadly long term customers, repeat business and many dollars spent means little these days. I dont think there is anything I can do on my end. 
  

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