I took my Living Quarter horse trailer to Big County RV in Redmond for repairs including brake work/check rotors, a new 7 way electric adapter for lights, also to replace my thermostat, and anything else they find I asked that they call me about. They were also going to call with quotes, and let me know what the brakes looked like before starting any work on them.
The trailer was dropped off on December 1st and I didn't hear back from anyone for over week, I had a call in to check on it, and finally had a call back from Brandon, who was very polite on the phone and was going to look into the brake situation then call back to give me quotes. He called me back & said the backing plates on the two rear brakes needed to be replaced, and the rotors were all going to be done, and it was going to cost roughly $300 times two. There was never a mention that that didn't include labor, or that there was going to be more costs involved, and when we hung up the phone that was the only price that was discussed. I gave my approval to do the $600 of work, and he mentioned they didn't do anything to the thermostat because they couldn't find anything wrong with it (even though I asked for it to be replaced, which is not expensive or a lengthy process); but the bill came back with a $40 charge and NOTHING was done to the thermostat.
When the trailer was finally ready to be picked up and I got a call saying to come get it, I was told the charges were $1100 over the phone; upon arrival I was handed an invoice stating that the labor ALONE was over $1100, and the bill itself was $1600! Imagine my surprise. The electric adapter cord was charged out at almost $400, which is absurd considering the piece that needs to be purchased and replaced can be bought on Amazon (for twice the length they gave us) at under $50; my husband who isn't even a mechanic has replaced one on our other trailer in 2 hours. So am I paying $150 an hour for labor? And it took someone 3 hours to change out the plug?
I was completely polite to the staff, waited to talk to someone, and was clearly confused by the change in quote of the billing paperwork and the actual amount being charged. I began asking questions, but it was apparent that the young gentleman behind the desk wasn't aware of how to respond to them; a few moments later a woman came abruptly into the conversation, interrupting and telling me that she was"service" And asked me what the "problem" was. I stated "Hi, I'm Alex! No problem, just confused at the extra costs on this $1600 bill, and the over $1100 in labor charged."
She then proceeded to explain to me that the backing plates were not road safe, which I already knew, and HAD to be replaced; this was not disputed at all, and I repeated that I did not understand why I was charged so much in labor, why I was told $1100 over the phone but it was over $500 more upon arrival? I was repeatedly reminded that the backing plates needed replacement...and never told anything about the labor costs, never received an explanation and breakdown of the invoice, and then was asked if I "Knew what time they closed??" It was ten minutes to 5pm, they closed at 5, and I was being treated very poorly and extremely unprofessionally because they wanted to leave.
Upon arriving home at night in the dark, I also found a rear light was out; did they not even do a thorough check of the trailer? Its dangerous to be driving horses at night with missing lights, is this not part of a regular check when someone brings in a large RV to be worked on and pays a lot of money to have the work done?
I have never left somewhere feeling so frustrated about being charged something that I didn't understand, and never treated so poorly while trying to pay such a LARGE invoice to a business. On top of it all, I had another trailer parked out front that we were dropping off to service, and with the poor treatment and unexplained charges on my invoice, we came right back the next morning and picked it up!!! I will take my many trailers/RVs elsewhere for business.
I would NEVER recommend this RV service to anyone of my HUNDREDS of friends with large RVs and Living Quarter horse trailers. I came to this company despite hearing a few negative comments about their service department, and I now regret not listening to them. Maybe its time someone LISTENED to the other reviews that sound exactly the same as this one and fix the problem, so that you can have better customer service!!!
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