Business ProfileforHufnagel & Majors Inc

Our experience with Hufnagle & Majors was hugely disappointing. I had contacted the dealership to ask questions about warranty work that I was interested in having done on my Gulfstream travel trailer. After asking all the appropriate questions I was reassured that they could service our warranty work needs even though our trailer was not purchased there because they are a Gulfstream dealer. I was reassured during the phone call that nothing would be owed upfront for the quote because it was to be submitted to Gulfstream as part of the warranty process. There was approximately a month and a half between the appointment being scheduled and the actual appointment. The day of the appointment, my husband took our travel trailer to Huffnagal & Majors to have the quote done only to be told(once the quote was done) that we we them $350 for the quote and that they could not service Warranty work due to the fact that we did not purchase the trailer there. This was a specific question that I asked on the phone during the scheduling process and they assured me that the work could be done, even though we did not purchase the trailer there. Not only did my husband lose out on a day of wages from work, but we lost on $300 (because we were not prepared for the expense we could only give them $300) and lost out on a month and a half of time that could’ve been spent getting the warranty work done. Never once was any attempt made on the business’s end to reach out and tell us that they could no longer service vehicles that were not bought there. When I contacted the dealership about this the man I spoke with was incredibly rude and unhelpful. Never once was there an apology or any kind remorse for screwing my husband and I out of the time and $300. They preformed a quote of work they never intended on fulfilling.

The below comments have been taken directly from our system (CRM) where we log interactions with customers. From our comments below, it states that the customer was aware prior to work beginning that there will be fees involved. 12/06/2023 @ 3:20 pm - CRM (KS/Rep) "VM @ 11:58 to JR ****** bought at camper's inn, gulfstream gave our number to her to see if we can do some work and to call around and get quotes, calling back, purchased new Feb. or March 2023, didn't take out until Memorial Day weekend, some of the lights and outlets were not working, moisture coming in along the front seam, left side on the inside, blankets were wet, also, some of the outlets not working in that area. Gulfstream said to take it somewhere, get a quote, customer turns into them, and they will decide if it's covered on their end" ************ transferred to KS ***** the voicemail to call back and get them scheduled. KS ***** called them and got this information, told her we would call back once we talk to service manager.**12/07/2023 @ 11:52 pm - CRM (KS/Rep) "Talked to MB (SM), we can give a quote on water damage, outlets, and lights for them to turn into Gulf Stream. Says to book for 3 hours end of January, called back and booked 1/22 @ 9:00-12:00 pm" 01/22/2024 @ 8:34 - Husband came in with trailer (not **************** ***** created the *** before we brought the trailer in, JR ***** started the work order, added 6 lines of complaints, went through each one with husband, ** ***** explained to the husband, we have him scheduled for 3 hours, probably won't take that long, but you will have to pay for the labor today for however long the tech takes to diagnose the problems and to get quote together for you, our labor rate is $145 per hour. The husband seemed to understand and said okay.WD ****** *********** clocked in at approx. 8:56 and JR ***** completed the work order at approx. 11:14. Actual hours clocked into on work order is 2.57 (= 2 hours and 34 minutes)Charged hours on work order is 2.31 (= 2 hours and 18.5 minutes)******* 01/22/2024 @ 11:48 am - CRM (JR/Rep) JR ***** went through the whole work order with the husband. Explained all the findings from the techs on each line item. When given the total of $355.06, he looked worried, and said he only has $300 in his account until Friday. He can pay that now and then call back on Friday to pay the $55.06. ** ***** explained to the husband, they would have to submit the labor for today AND the quote to Gulf Stream. If they approve the work, either Gulf Stream would have to pay us up front to get parts ordered and/or to start the work. Again, this is just an estimate, once work is started, more parts or labor could be added. Or he would have to pay first and then get reimbursed from Gulf Stream. The husband seemed like he understood all this. He thanked us and left.01/22/2024 @ 3:58 pm - ********************** call "Customer stated that she didn't understand that she would need to pay bill. Customer will not be returning" Customer is very mad at being charged $300. We told her that we explained all this to her husband before we started any work and he understood that. But she still isn't happy about it.