- Report: #911918
Complaint Review: Colerain RV - Cincinnati - Internet
Reported By:
Diver -
Georgetown, Ohio, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Colerain RV - Cincinnati
3491 Struble Road Internet, United States of America
Phone:
513-923-3600
Web:
colerainrv.com
Categories:
Business Rating:
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Colerain RV-Cincinnati Colerain Trailer Center Failed to file warranty claim and charged customer. Internet
This issue involves the repair of a Cummins Onan generator installed in a 2012 Forest River XLR fifth wheel.
I contacted Colerain Trailer Center a.k.a. Colerain RV on Struble Rd in Cincinnati, Ohio to have my generator repaired. It would not run past a few seconds after start. I provided them with three (3) warranty contracts and requested they contact the warranty companies before starting the work. They stated They cannot do that until they determine what is wrong.
I proceeded to have numerous conversations with the service advisor only to hear, in a repetitive manner, I am responsible for all charges not covered by warranty. While I was notified of the progress of the repair and their refusal to contact Cummins Onan until after they diagnosed the problem, I continued to request that Colerain RV contact all three warranty companies (Onan, Forest River and extended Warranty).
Finally, after several days they contacted Forest River and my extended warranty company. Both refused to pay for various reasons. However, they never contacted Cummins Onan warranty which was the most important party to the repair.
I was told, and I had to approve up front, at least six hours of labor to remove the generator would be required since it was boxed in a custom made compartment making removal difficult, (Customer work order, 50334. 12July2012). I again begged them to contact Cummins Onan warranty for approval and a more accurate idea of my obligations. They refused.
After I found out the generator technician is only part time I waited for several intermittent days before we were able to diagnose the problem. And, it was a loose bolt that connected an arm to the governor. So my extended warranty would not cover the repair since they do not cover bolts and fasteners.
Forest River would not cover the issue on my second year factory warranty stating, It is not covered.
However, Cummins Onan had not been contacted.
I finally picked-up the unit on 12July2012; ten days passed the promised date. The service advisor finally advised he had contacted Cummins Onan-by electronic means-and left a message. And there has NOT yet been an answer.
Final issue, and as expected, I had to pay the entire bill ($734.51). This included the predicted six hours of labor.
I have subsequently contacted Cummins Onan and have been in contact with several warranty personnel who are working on the issue. Further, I have contacted Forest River and left a message. Finally, I contacted two other dealers who could not believe that Colerain did not file the warranty claim electronically at the onset, update to final cost, and apply that to what
may remain.
This complaint is filed because of the inability of Colerain RV to engage warranty support prior to beginning ANY repair. The service advisor and service supervisor defended their policy stating, We cannot file until we know what is wrong. That just is not the case.
Meantime, every customer that enters Colerain Trailer Center a.k.a. Colerain RV, must be prepared to pay a large amount of money when the repair is covered by the warranty.
Further, the customer is at the mercy of the service advisor and technician when they add hours for troublesome repairs.
While those hours may be the legitimate, the repair facility has the responsibility to contact warranty (Cummins Onan, Forest River and extended companies) to obtain help and financial support. The customer is at the mercy of a service facility (licensed by Forest River and Cummins Onan) with respect to hundreds of dollars of out-of-pocket expense when it should be covered by warranty.
Ultimately, with Colerains policy of warranty protection, the customer is responsible for their own phone calls, contacts and warranty claims-and that is an uncommon, irresponsible and a bottom line driven approach.
I seek immediate answers to why this policy is in place. Further, I understand that Cummins Onan will only pay about four (4) hours of service-not six; inasmuch, I seek an immediate response from Forest River agreeing with the unusual
installation.
Also, I would like to see the phone log and contact information used to justify the calls to warranty. It is unbelievable that a service facility for Cummins Onan would need to wait up to seven to ten days for an answer on a repair completed. That is not an industry standard.
I am willing to pay overcharges for the repair above and beyond what Cummins Onan and/or Forest River will pay with proper written proof to the unique and special installation.
However, I expect an immediate refund of $734.51 and a follow-up letter of justification for the excessive labor hours.
If I receive that letter I will pay for the amount of the overage.
Finally, as a foot note, I did not buy my unit at Colerain RV. They did not sell my style of Forest River. I would be interested to know if this warranty policy is the same for customers who purchased their unit with Colerain.
One conversation with the service advisor indicated that I Did not buy the unit with them. If that is the case then Cummins Onan needs to know since Colerain RV is an approved Cummins Onan dealer and all other customers who did not purchase their unit from Colerain need to understand their personal exposure to repair bills that should be covered by warranty.
I contacted Colerain Trailer Center a.k.a. Colerain RV on Struble Rd in Cincinnati, Ohio to have my generator repaired. It would not run past a few seconds after start. I provided them with three (3) warranty contracts and requested they contact the warranty companies before starting the work. They stated They cannot do that until they determine what is wrong.
I proceeded to have numerous conversations with the service advisor only to hear, in a repetitive manner, I am responsible for all charges not covered by warranty. While I was notified of the progress of the repair and their refusal to contact Cummins Onan until after they diagnosed the problem, I continued to request that Colerain RV contact all three warranty companies (Onan, Forest River and extended Warranty).
Finally, after several days they contacted Forest River and my extended warranty company. Both refused to pay for various reasons. However, they never contacted Cummins Onan warranty which was the most important party to the repair.
I was told, and I had to approve up front, at least six hours of labor to remove the generator would be required since it was boxed in a custom made compartment making removal difficult, (Customer work order, 50334. 12July2012). I again begged them to contact Cummins Onan warranty for approval and a more accurate idea of my obligations. They refused.
After I found out the generator technician is only part time I waited for several intermittent days before we were able to diagnose the problem. And, it was a loose bolt that connected an arm to the governor. So my extended warranty would not cover the repair since they do not cover bolts and fasteners.
Forest River would not cover the issue on my second year factory warranty stating, It is not covered.
However, Cummins Onan had not been contacted.
I finally picked-up the unit on 12July2012; ten days passed the promised date. The service advisor finally advised he had contacted Cummins Onan-by electronic means-and left a message. And there has NOT yet been an answer.
Final issue, and as expected, I had to pay the entire bill ($734.51). This included the predicted six hours of labor.
I have subsequently contacted Cummins Onan and have been in contact with several warranty personnel who are working on the issue. Further, I have contacted Forest River and left a message. Finally, I contacted two other dealers who could not believe that Colerain did not file the warranty claim electronically at the onset, update to final cost, and apply that to what
may remain.
This complaint is filed because of the inability of Colerain RV to engage warranty support prior to beginning ANY repair. The service advisor and service supervisor defended their policy stating, We cannot file until we know what is wrong. That just is not the case.
Meantime, every customer that enters Colerain Trailer Center a.k.a. Colerain RV, must be prepared to pay a large amount of money when the repair is covered by the warranty.
Further, the customer is at the mercy of the service advisor and technician when they add hours for troublesome repairs.
While those hours may be the legitimate, the repair facility has the responsibility to contact warranty (Cummins Onan, Forest River and extended companies) to obtain help and financial support. The customer is at the mercy of a service facility (licensed by Forest River and Cummins Onan) with respect to hundreds of dollars of out-of-pocket expense when it should be covered by warranty.
Ultimately, with Colerains policy of warranty protection, the customer is responsible for their own phone calls, contacts and warranty claims-and that is an uncommon, irresponsible and a bottom line driven approach.
I seek immediate answers to why this policy is in place. Further, I understand that Cummins Onan will only pay about four (4) hours of service-not six; inasmuch, I seek an immediate response from Forest River agreeing with the unusual
installation.
Also, I would like to see the phone log and contact information used to justify the calls to warranty. It is unbelievable that a service facility for Cummins Onan would need to wait up to seven to ten days for an answer on a repair completed. That is not an industry standard.
I am willing to pay overcharges for the repair above and beyond what Cummins Onan and/or Forest River will pay with proper written proof to the unique and special installation.
However, I expect an immediate refund of $734.51 and a follow-up letter of justification for the excessive labor hours.
If I receive that letter I will pay for the amount of the overage.
Finally, as a foot note, I did not buy my unit at Colerain RV. They did not sell my style of Forest River. I would be interested to know if this warranty policy is the same for customers who purchased their unit with Colerain.
One conversation with the service advisor indicated that I Did not buy the unit with them. If that is the case then Cummins Onan needs to know since Colerain RV is an approved Cummins Onan dealer and all other customers who did not purchase their unit from Colerain need to understand their personal exposure to repair bills that should be covered by warranty.
2 Updates & Rebuttals
Diver
Georgetown,Ohio,
United States of America
Diver Clarification to Ray
#2Author of original report
Fri, July 20, 2012
I have received my full refund. I had a productive conversation with the Director of fixed operations, and he informed me that Onan had authorized a full payment of the cost. However, my case was never about notification, rather, proper process for claims filing. I have agreed to the settlement; however, I also expressed my operational concerns about their process of claims filing with the Director of Fixed operations. The fact still remains that after my posting with this site, another consumer site, phone calls to manufacturers and warranty companies, I did immediately receive my refund. Any time a customer has warranty work it is assumed they would not pay every penny of the labor. The process used to secure approval, the timely nature of that process at Colerain, and the ultimate notion that every customer must be prepared to pay all costs up front and then wait for the claim to be filed-is a noteworthy practice to know.
While I was notified numerous times about their costs I continue to disagree with a practice that could delay reimbursement (if at all) up to two weeks. That process is uncommon and in stark contrast to industry standards and warranty companies contacted by this author.
Since Colerain argued that my case was unique the process of claim management would-and should- require a pre-authorization and warranty direction for labor costs that would be in excess of reimbursement. That protects the customer and then the cost estimate at least would be somewhat accurate.
I am, however, satisfied with the refund and the resolve of this matter. While I may be in the 10% of customers that find this type of bill, it is safe to assume that others have found the same issue. I do appreciate the phone call from the Director and the resolve. This is a closed issue, and our disagreement rests only with warranty claim filings and not with communication and notification-that part of their service was fine.
Ray
Cincinnati,Ohio,
United States of America
Warranty paid. Customer refunded
#3UPDATE Employee
Fri, July 20, 2012
Colerain RV did make contacts about repair being under warranty. Needed to know a diagnosis of the generator problem before knowing whether it was a covered item or not. Customer authorized pulling generator and fixing problem. We submitted the claim and was waiting for authorization to whether they were paying or not. Customer wanted to pick up so we let him and charged him for the repair. The authorization took a little longer because it had to go to their management team for authorization. After getting that authorization of payment we refunded the customer his money. This repair had nothing to do with where camper was bought or anything else. Company policy is that service has an authorization from a customer or warranty company before any work is performed. How would you like to go to a dealership to pick up your car, truck, rv, camper, boat...whatever, and they tell you everything is fixed but you owe $$$ without you authorizing the repairs? Not the right way to treat your customers and they probably wouldn't return for any additional work.
