General RV Ashland VA damaged our coach

[EA37TS]

For those that might be interested:

Bought an Entegra Accolade 37TS from General RV in Ashland, VA. The process became a nightmare when we requested Solar, Winegard Connect 2, Maxx Air vent cover, and Mobile Eye as add-ons.

Come PDI day we showed up and the coach was not ready. We walked away without signing the papers after doing the PDI. General RV was willing to work through some issues and a follow-up PDI was scheduled.

During the initial PDI one of the items found was the prop for the bed was not connected to the base of the bed so it would not hold the bed in the raised (open position). A couple of days after we walked away we were told all PDI items were corrected.

When we "re-walked" the coach we found this damage that was not present during the initial PDI.



General RV said they would order the parts and let us know when they come in. After getting the coach home I went to extend and retract the bedroom slide and it sounded that something was being torn apart. When I investigated I found this:

(sorry the picture is 90 degrees CCW)

General RV had mounted the bed prop bracket in such a manner that it was lower that the bed platform and every time the slide was extended or retracted it would act like a hook or extremely dull saw blade and start tearing things apart. It is even beginning to remove the wood panel holding the breaker panel.

The dealership has not responded regarding this issue. General RV Customer Care says they understand our concern about reliable service and we can use any dealer we want but we need to confirm they accept our warranty.

Now what do you think about that?

[ducksface]

I think that shit actually happens and you need to get happy.

Take it where you need to, your description of what they told you says they're tired of servicing you.

Personally, I'd take the three to five minutes and move that arm where I think it should be.

It's a scratch they are willing to fix and a mis adjusted arm. It is NOTHING to be too concerned about. If you can't fix that bed thing, almost anyone else can, dealer or not.

The labor at most rv places aren't rocket surgeons and a percentage of them are transient. A craftsman is a rarity.

Smile, take in five $6 pizzas with you on your first visit, make friends at a different place.

[The Gritz Carlton]

^^^Yep^^^ There is no warranty since the dealer did this and not Thor. Fix it yourself if you can or pay someone else. Forget your original dealer...they don't like you anymore...they have your money.

[TurnerFam]

This is a warranty claim no matter what 'dealer' made this correction for the manufacturer...it was not correct from the factory, and the dealer is, after all, an 'authorized' dealer, meaning they 'CAN' do warranty work for the factory...duhhh.

Have them, or some other dealer, or even a mobile repair service take care of it - it's your manufacturer's issue, not yours.

[The Gritz Carlton]

You can "duhh" all you want but the problem now is DAMAGE...not the initial issue. Damage was caused but dealer not properly repairing it....DUHH!!!!

[TurnerFam]

the 'duhh' is not referring to you or your damage, but to the person who incorrectly reasoned that 'just because' a dealer 'did some damage' that the warranty for your RV is somehow 'void' .... my point is actually just the opposite: it IS a warranty claim, and you should expect your dealer, or even another more competent dealer, to repair it.

[Lt Keefer]

Agree, damage done by authorized repair facility acting on behalf of manufacturer is covered under manufacturer's warranty.

[revjeffrey]

That's what you get for buying an "entry level coach".

[EA37TS]

Originally Posted by The Gritz Carlton

^^^Yep^^^ There is no warranty since the dealer did this and not Thor. Fix it yourself if you can or pay someone else. Forget your original dealer...they don't like you anymore...they have your money.

Actually it happened before I officially took delivery from the dealer so it will be repaired. It is just a matter of who pays for the repair, Entegra/Jayco or the dealer. Since I have before and after pics and a copy of the punch list it would be very easy to pin this on the dealer. I also have the email to include pic attachments to the General RV Operation's Manager formally notifying him of the damage as well a witness to us discussing the damage before we took the coach on Saturday. I didn't determine the cause of the damage until after I got the coach home.

[EA37TS]

Had a lengthy (30 min) conversation with Jayco yesterday about a couple of items on the Accolade and options for service in my area. I informed Jayco that I would give General RV one opportunity to service this coach and if they screw that up I will be going elsewhere. Right now the list for repair is:

• The bed trim that General RV damaged and remounting the bed prop bracket
• Mudflap in front of passenger's side duals not secure on the top causing the mudflap to rub the tire causing damage to the mudflap and possibly shaving the inner dual tire.
• Electric reel for power cord not working. It has power but does not retract the cord.

I have a "while you wait" appointment for next Friday for the dealer to verify the repairs needed and identify any parts requirements. I will then return to the dealer when the parts arrive for repairs. This dealer's policy is coaches do not sit on their lot while waiting parts.

The discussion with Jayco yesterday resulted in the decision that this dealer gets one shot to get it right. If they don't Jayco will begin working with an independent service center of my choice for warranty repairs.

Also today I received an email from a Jayco Master Scheduler who is going to work with me on scheduling the coach to have the living area slide removed and shimmed and have the bow in the side wall removed and then have the side of the coach repainted as necessary. Jayco estimates a two week period for those repairs and they asked me to assemble a list of other items I would like done while it is at factory service.

So far, pretty decent customer support and they have started sending the technical drawings and diagrams as they are requested. According to them there are too many to do a batch emailing.

[Lt Keefer]

That's too bad that the factory has to have two shots at building a coach. Could you imagine how much money GM or Ford would be loosing if their customers had to return to the factory for quality service?

[Bob Denman]

Wow...
The saddest part is: you know what to look for, and they STILL managed to mess things up!
Here's to hoping that this time: everything is about two steps past perfect for you!

http://www.thorforums.com/forums/att...1&d=1571434774

[BYoshida]

I'm still waiting for General RV in Ashland to give me a call when they get another 24.1 in so I can test drive.
Been waiting for over a year
Glad I found a better dealer, better price and excellent service.https://www.johnsonrvs.com. They sell mostly travel trailers but do sell a few Vegas. Worth the drive for us. In our neck of the woods you get Camping World/Gander or General RV

[EA37TS]

Have an appointment to get all of the warranty issues verified and parts ordered. That appointment is this Friday and then the coach comes back home until parts get to the dealer. I already talked to Jayco about the issues so they are waiting for the dealer's claim.

I also have an appointment at the Jayco Factory Service Center scheduled for April 27 - May 8 to have the slide and sidewall issues taken care of as well as repainting the graphics after the slide adjustment. Jayco also wants me to identify any other items I would like them to look at.

We'll see what happens going forward.

[Duglyn]

Originally Posted by revjeffrey

That's what you get for buying an "entry level coach".

That wasn't very nice. A lot of us have "entry level" coaches. Not all of are Bill Gates and Co.

[Lt Keefer]

Originally Posted by Duglyn

That wasn't very nice. A lot of us have "entry level" coaches. Not all of are Bill Gates and Co.

If you read these forums long enough you will find there are posters on here that believe we should accept the poor quality of Thor products since they are entry level coaches. These posters don't believe that Thor has any responsibility to deliver a product free of known defects since the purchaser can always drive the coach to the factory to get it fixed.

[airforceret]

Originally Posted by revjeffrey

That's what you get for buying an "entry level coach".

These entry level coach comments crack me up. My entry level coach was a 1995 Starcraft Popup. No slide, no A/C, no brakes, no toilet. Me buying an Entegra is like some buying a King Aire. lol

[Duglyn]

Originally Posted by Lt Keefer

If you read these forums long enough you will find there are posters on here that believe we should accept the poor quality of Thor products since they are entry level coaches. These posters don't believe that Thor has any responsibility to deliver a product free of known defects since the purchaser can always drive the coach to the factory to get it fixed.

Look at that! I have a 2016 Thor Hurricane 29M too.

[Badmanrick]

It’s called Attorney time.

[DogLovers]

Originally Posted by revjeffrey

That's what you get for buying an "entry level coach".

Hey Rev thats a $180,000 coach on sale. Entry level? I don't think thats the case.