This article details a recent Liz Amazing video that documents what has become an issue for more than a few RV owners. Jayco damaged a motorhome while it was being serviced. Now the dealership refuses to pay to fix the damage.
Who wants to pay for something the RV technicians damaged or broke? Not me! Here’s what happened and how you can work to prevent the same thing from happening to you.
Case summary
Consumer advocate Liz Amazing posted a detailed video (below) about an owner whose Jayco motorhome developed serious issues. After the unit was in for work, the owner discovered additional damage. However, the manufacturer/dealer response left the owner on the hook.
Note: Liz’s channel documents many similar owner-vs.-manufacturer situations. She has helped escalate cases (including buybacks and settlements) by bringing public attention to them.
Documentation matters
Imagine your RV goes into a shop and comes out with new scratches, loose cabinets, or other damage. It’s up to you to prove those problems were caused during service and not pre-existing issues. That proof (or lack of it) will determine whether a dealer, manufacturer, or insurer will pay for repairs.
Public pressure has helped some owners get buybacks or repairs done properly, but good documentation is your best preventive insurance.
Practical checklist
Here are some steps you can take to protect yourself:
- Take a time-stamped, high-resolution video walkaround from the outside in. Film every exterior wall, roofline, all seams, decal areas, the tongue/hitch, and the undercarriage clearance, if possible.
- Open and film cabinets, appliances, slides, bays, wiring areas, and the interior ceiling and flooring.
- Speak during the video, stating the date, dealer name, VIN, and odometer/hour meter reading. This creates a verbal record that will be embedded in the file’s metadata if you don’t edit it afterward. Save the original files. (Don’t crop or export files to a format that strips EXIF/metadata.) Immediately upload the video to a cloud folder so there’s a cloud-stamped copy.
Work order
Request a written work order that lists every system you want inspected/repaired and a line that documents existing damage.
Insist that the advisor walk the RV with you and initial/sign the work order acknowledging pre-existing defects. If the dealer resists, photograph the signed work order with the date/time visible and keep a copy.
Ask the service advisor to note who will be working on the unit (names or tech numbers). Also have them note whether any subcontractors or third-party shops will be involved. Keep all written estimates and authorization forms. These small pieces of paper are often critical later.
During the repair
If you can’t stay while work is being done, ask for a written checklist of the expected steps, parts to be replaced, and the name of the lead tech.
Ask the dealer to text photos during progress and to keep the RV’s keys locked and accounted for (get that in writing). If the dealer refuses progress photos, at least insist they sign a declaration on the work order that no other workmanship will be performed without owner authorization. If the unit is moved to another building or shop, get a signed transfer note. Document every phone call (note date/time and name of person you spoke with).
After the repair
Do a video inspection the moment you pick up the RV. Record the same routine as pre-service, from the outside in, and talk through each area. Show the repaired items plus the rest of the RV.
Compare the “before” and “after” files in the presence of the service manager. Ask them to sign a pickup acceptance that lists what was repaired and any known remaining issues.
If you find new damage, photograph and video it immediately. Refuse to sign any “all good” or “accepted as delivered” forms until the issue is resolved in writing. If they insist you sign, make a clearly legible notation “signed under protest — dispute pending” on the copy you return. Keep every invoice and work order.
If you suspect the dealer/tech caused damage
If you cannot come to an agreement about the damage caused during the repairs, here are some steps to take:
- Contact the manufacturer’s customer service and include your timestamped video, signed work orders, and photos.
- File a complaint with the dealer’s corporate relations, if there is one.
- File a formal complaint with the Better Business Bureau (BBB) and save the reference number.
- If your state has an auto/RV arbitration or lemon law program, learn the eligibility rules and file quickly. Arbitration or small-claims court can be effective for lower-cost claims.
- If you’re getting stonewalled and the dollar amount is large, consider consulting a consumer attorney who handles lemon-law or warranty cases. [Ron Burdge is an excellent RV lemon law attorney.] Public-facing documentation (e.g., sending your documentation to a well-followed consumer advocate like Liz Amazing or local news consumer reporters) has produced results in some high-profile cases. Use that option carefully and only after exhausting official channels.
Evidence tip reminders
Keep raw files (don’t edit or re-encode). Make sure your videos include the timestamp and GPS/location data.
If you must crop or make a short clip, keep the original raw file, too. Use a cloud upload right after filming so there’s a server timestamp.
If you need an independent record, hire a mobile RV inspector or a certified technician to do a pre- or post-service inspection and provide a signed report. Third-party signed reports carry weight with manufacturers, insurers, and courts.
Use email (not only phone calls) whenever possible so you have written records. When you speak on the phone, follow up with an email summarizing the call and ask for confirmation. Keep names, dates, and times.
Be firm but professional. Litigation or arbitration becomes easier to win when your paper trail is organized, factual, and unemotional.
Insurers and warranties
Insurance policies and factory warranties have different rules. Your RV insurance may cover accidental damage, but not damage that the shop claims was owner-caused (and vice versa). Talk to your insurer early in the dispute.
Manufacturer warranty processes can be slow and often involve the dealer as the gatekeeper. That’s why third-party evidence and written sign-offs can change the outcome. When warranty channels fail, documented consumer complaints and arbitration have, in many cases, led to buybacks or settlements.
Realistic leverage
Public attention, consumer advocates, and persistent documentation have produced buybacks and settlements in high-profile cases. At the same time, not every dispute ends that way.
The combination that gives you the best leverage is thorough, timestamped pre-service documentation; signed work orders that list pre-existing damage; polite but persistent written communication; and the readiness to escalate to arbitration, small claims, or legal help if the dealer or manufacturer refuses to make things right.
Follow industry outlets and RV consumer sites that compile owner complaints and buyback stories. Those reports may be useful if you open a formal dispute.
Has your RV ever been damaged while in for service? What did you do? Tell us using the comments below.
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