In this column, we summarize some of your emails and comments regarding RV service centers and repairs (we asked you to submit your stories here). We’ll tell you all: the best, the good, the bad and the ugly. At the end of this article, you’ll find a place to submit your own comments. I encourage you to do so.
Keep in mind, we typically only present one side of the story in most of these. Also, any remarks about service centers and mobile techs mentioned are the opinions of our readers and not necessarily RVtravel.com.
Here’s what you had to say:
Certified RV technician speaks out
RV technician Don E. writes about the broken manufacturing and warranty system. “I’m a Certified RV technician and I have to say after doing this for 15 years it’s a very rewarding experience, but it definitely has its downfalls.
“Warranty is one of my biggest complaints. Customer’s have no idea what’s involved in warranty work. The manufacturers, and I mean all of them, have found a way to not pay for much. Basically, the product is pushed out of the factory without much inspection then the dealer gets it. Hopefully, they do a proper PDI or pre-delivery inspection.
“I’ve done hundreds in my career and some are better or worse than others, but to be expected. But what is not expected is when you file your claim and they come back and say it never left the factory that way. Basically, then the dealer has to fix it and buy anything the warranty won’t cover.
“Then I hear customers’ complaints about the dealer not caring or they won’t fix their problems. That’s because the dealer did not build it and they shouldn’t have to cover any repairs caused by the manufacturer. Worse, most dealerships pay technicians on a flat rate system, and trust me, the flat rate system is awesome but for anything warranty.
“The industry standard for labor times does not count for warranty repair items. For example, a labor guide may show a book time to replace a component at a half hour or .5 hr., in the flat rate. But then the warranty or manufacturer’s warranty will only allow .1 hr., or in real time six minutes to complete. For warranty this is great, but for the technician doing it, it’s not great.
“There are many components you can repair or replace in ‘six minutes,’ so ultimately the technician rushes the job to try and make time because that is how they make a living. Sometimes the job goes bad and then the customer pays for this by something not working, and the cycle starts all over.
“I’m not saying all jobs get missed or miss being repaired, but doing business this way is not productive for anyone. I could give example after example, but that’s not going to fix the problem. I think the dealer should be able to send a unit back to the factory after, say, 25 large warranty items were found. After you have a few hundred units sitting back at the factory that caused most of the issues, the repairs would be cut in half. But this is only my opinion and my two cents’ worth. Good luck trying to change the broken system.”
New roof or no new roof? That is the question
Dana L. needs a new roof. She wrote, “I bought a new Keystone Cougar 29RLKWE in January 2023. An authorized Keystone Repair Shop is telling me I need a new roof. Keystone says I don’t, yet Keystone has never inspected my roof. Keystone is refusing to pay the warranty claim. Don’t buy a Keystone!”
Air conditioner shuts down at temp and then doesn’t restart when needed
Michael P. can’t get his A/C serviced or replaced by a dealer. He wrote, “I purchased a 2021 East to West Della Terra from I-29 RV in Sioux Falls, SD, and the air conditioner doesn’t work properly. It shuts down when reaching temperature but won’t restart until it’s 10 to 15 degrees hotter, but (they) claim nothing is wrong. It sucks come summertime, so if I want a remedy I have to pay for a new unit myself.”
Will never live in an RV full-time if he can help it
Brian H. wrote about a technician disappearing before everything was fixed. He shares, “I have been having a terrible time finding technicians to fix my 2019 fifth wheel Keystone Fuzion. When I do find a technician, they usually manage to fix one thing, and that’s the most expensive thing, before completely vanishing. I bought this fifth wheel from a couple about a year ago now and for the most part haven’t had a lot of issues.
“Also, I do find it complex to find some parts for the RV, like the gas strut for the awning. The awning has been broken for at least a year now. I have had one A/C go out, automatic leveling jacks that have never worked, the broken seal on the black tank, leaky windows, and some other small issues.
“Most technicians don’t seem that knowledgeable and the prices are usually all over the place from one tech to another. I will never live full-time in an RV again, if I can help it. I also have four kids, a wife, and a dog, so it makes RV living a little more complicated for us.”
Editor’s note
Note from RVtravel.com: If hiring a mobile tech, a small or mega service center, make sure that they are experienced in the issue and have insurance in case something goes wrong. Also, check their warranty policy on the work they perform. Check reviews too and read between the lines—if the review sounds way too good to be true it might be. Compare with several reviews and not just the ones on their website.
Questions for you about RV service
We’ll continue to share stories of your RV service experiences. We want to know:
- Have you had good luck with great service or not so much?
- Did you get good service from knowledgeable technicians?
- Are you waiting to get into a service center or have a mobile tech come out?
- What has been the average time to get an appointment?
- Has your RV been in a service center for a while?
- Are you able to get any mobile techs to come out?
- Are the service centers able to get parts?
- When you do get the repairs done, is the price reasonable?
Please fill out the form below and tell us what your experiences have been like. It can be a horror story, an opinion about what’s going on, a positive experience, or anything else related to the topic. We want to know the great, the good, the bad, and the ugly!
Check back next week for more on RV service centers. See you then.
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Last week’s Service Centers and Repairs Report:
##RVT1184
Had a Grand design fifth wheel once with the so called “forever warranty”…flippin joke it was. Problems…dont ask for help from the warranty jerks.
I completely agree with Don E. The units should come out of the factory in good working order. It shouldn’t be up to the dealer to fix everything. I think it’s shameful how the manufacturers take no responsibility for their shoddy workmanship.
Brian H. makes a point. I really don’t think there are many RV’s that are designed to live in. Maybe some of the mega Class A buses, but for the most part towables and 5er’s are just not built well enough for full time living. Just my opinion.
I tend to disagree somewhat as NUWA built Hitchhiker and Champagne fifth wheels made to live in also Teton out of Casper,Wyoming built them. Unfortunately they all priced themselves out of business when the RV industry went down in the 1980’s.
We live in our 2017 Keystone Cougar 6 months on / 6 months off. It stays on the same site year-round except when we decide to move to move to another site or park (rare). I do all maintenance and repairs during the 6 months we are in residence to keep it ready to move. Needless to say, even when not regularly bouncing down a road, ease back on that level of work and things will quickly go wrong.
“Then I hear customers’ complaints about the dealer not caring or they won’t fix their problems. That’s because the dealer did not build it and they shouldn’t have to cover any repairs caused by the manufacturer.”
The manufacturer is ultimately responsible for warranty work, but the dealer has a responsibility to the consumer as well. After all, they’re selling what they know to be a defective product. How many other products are there out there where immediately after you walk out the door with it, the seller simply throws up their hands and says, “Not my problem”? Certainly none that I’d continue doing business with.
Thank you, Nanci! Belated merry Christmas and happy new year!