ComplaintsforSpecialty Family of Dealerships

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 5th wheel in for 3 reasons 1. Refrigerator freezing up 2. Fireplace not lighting 3. Exhaust fan not working, check roof I dropped it off to Specialty RV in Lancaster on May 18, 2024 **** said call and check in. Every time I called it was warranty won't cover or warranty will now cover. Either way I said it needs fixed. They had my 5 th wheel for 4 weeks. they handed me my refrigerator doors to be replaced. When I got it back it was not fixed, my exhaust fan is in wrong and rubbing, it didn't do that before. My a/c is now leaking, it wasn't before, my refrigerator is still freezing up, I called and complained to ******************* and they came out (****) just to mess with my exhaust fan and make it worse. I did a ****** review and two days later **** dropped off a stack of used stuff, ( exhaust fan, sealant, some type of cover for a/c maybe and left it with a voicemail. I've not heard another word. What did I pay for? The only thing that seems fixed was the fireplace which **** said was a wire. I have used parts and yet layer over $600. I'm not the one who should be fixing it, that is why I took it to them.

  Business response

  08/29/2024

  *************************** <*************************>
  Aug 20, 2024, 3:34 PM (9 days ago)
  to info
  
  
  We have been in contact with ******************* we try to repair her refrigerator. Repairs do not work following warranty procedures. We have a new refrigerator for her and we will get with her to find a date that satisfies her to come and install the new refrigerator. Thank you.
  Sent from my iPhone

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22106984
  
  I am rejecting this response because: 
  They have done some work and in the process caused other issues with electrical
  Regards,
  
  ***********************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a camper in March 2024. They charged us a fee to go over the camper of $1650. This service was never provided. There are repairs that needed to be fixed. Toilet not mounted, AC doesn't work a facet doesn't work to name a few items. Work is not completed. The London Ohio store closed without notice. We have contacted the canal Winchester service department 4 times. No one calls us back even they make promises to locate our RV. We do not know the location of our camper. Do we contact the police and file a police report?

  Business response

  05/08/2024

  We had a power issue at the London, Ohio location that left the building without power for a total of three business days.  The ********** were scheduled to pick up their new unit on one of those days.  The unit was picked up and taken home with Mr. and Mrs. ********.  After using the unit, there were multiple warranty items that needed to be addressed.  The unit was dropped back off to us on 4/17.  Service was not aware of a scheduled appointment, and we assured Mr. and Mrs. ******** we would work through the list of issues as quickly as we could and as soon as we finished other jobs that were already in process ahead of them.  The store was relocated since they dropped off, however, the unit has been there as we continue to work through our last service jobs before fully transitioning.  

  We spoke with Mrs. ******** on 5/7 and explained we would get an update and call her back.  It appears that call was never made.

  I personally responded to an e-mail from **** about the status of his unit and repairs on 5/8.

  I have since spoken with **** on the phone and updated him on the afternoon of 5/8.  His repairs are all complete minus two that he and I discussed should be completed fully by the end of day on 5/10.

  Customer response

  05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  They did contact us and resolved the repairs and **** picked up the camper this morning.  We should not have been out in this position.  Lack of communication about store closing and updates on camper would have made this easier.

  
  Regards,
  
  ********* ********

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased an RV from Specialty RV from the annual Boat and RV show at the Fairgrounds. My husband and I felt we were rushed singing the paperwork, and were only told the interest rate after all paperwork was signed, We had to ASK what the rate was. tWe were also told that we HAD to finance with their lender to get the price that was on the door. My husband and I have excellent credit and we did not want to finance it due to the rate. Later that week we went to the Canal Winchester location and met with ***** ****. We agreed at that time that would still finance the RV but did not want the warrantees on RV, which would have saved $5000 from the loan. ***** stated he would contact the bank and have them adjust the loan amount. That did not happen. I am unable to speak with anyone there by calling them. Get the voicemail each time, leave a message, no return calls from the dealership. I have had to drive to the Canal Winchester location in order to speak with someone, and on this occasion did speak with ***** **** who reassured me that he had spoke with the bank to revise our loan. Spoke with the bank and was informed that they were unaware of this change, no notes one the account. At this time , the RV is at the Lancaster dealership to be cleaned. We are not happy with the lies and deception and are unable to call and talk with anyone at the Canal dealership.

  Business response

  02/27/2024

  This customer requested that her protection product be cancelled. The customer was informed by ***** that it would be refunded to the principal of her loan. She was advised the process could take 6-8 weeks but would indeed be refunded. The product was cancelled at that time. After a short period of time the customer called her bank to ask if the product was cancelled. But as the product is not a part of the bank the bank would only be able to see if the refunded had been accepted. It had not and they had no information. The customer claims to have attempted to contact us but there is no record of this until she contacted the salesman and at that time refused to speak to anyone else. We are currently still inside the original timeline of 6-8 weeks and the refund will indeed be issued. We apologize that this customer may have had a bad experience.

  Customer response

  02/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21287531
  
  I am rejecting this response because: 
  I am still waiting for the bank to change the loan terms. The loan is through Park National Bank, and just this week I received a notice that Specialty Auto Sales ran a credit report through Bank Of  America. Not sure why. This complaint will be resolved when I receive the correct bank information from Park National Bank.

  Regards,
  
  ********* *********

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a new RV was told that the service contract would be $11 more a month so I agreed to it. After looking at the paperwork the math does not add up. We ask them to just cancel the loan because I do not trust when I am told something is $11 a month but it’s more like $50-60. How can a company expect people to not figure this out. I love the RV but don’t wish to do business with a business that scams people out of money. We have not received the camper at this point & they can just keep it at this point!

  Business response

  08/11/2023

  Addressed the problem with the customer directly, went through the number again clearly with the customer, and negotiated a resolution the customer was happy with. Customer signed and left satisfied. 

  Customer response

  08/11/2023

  I accept the business's response to resolve this complaint.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩