Used company previously to fix air conditioning unit in RV so had experience with company before and felt confident they werent the usual kind of company that was trying to screw you in some way. This repair was thru a warranty so it was the dealer that was paying them directly for this (which is why im assuming that the transaction went smoothley they coundnt screw them over)
January 16th friday 2009
I called warranty company National warranty florida to ask what protocol is regarding repairs and payment to which i was told that the repair company has to get an authorisation number from them before doing anything even diagnostics.
January 17th saturday 2009
Dropped rv off to Bianca. (no service advisors there) with a cursory list of problems that we wanted to be looked at as well as main problem a drain on the battery from somewhere. We gave her our warranty information at which point stated and reiterated several times that this all should be covered under the warranty that we had that they are to be called FIRST by them before doing or starting any work and that we are to be called to let us know what the out come is so we are not blindsided with a bill that is not covered. Bianca stated that they are a little backed up because 1 of the guys has been on vacation so wont get to it til mid week. This was fine not in a huge rush. Was expecting a call on monday at least from administration regarding the warranty part of it no call Monday no call Tuesday so on
January 21st wednesday
We called them to ask what is going on with rv no one has called. He needed to fix the ground block before he can do a system check does he have permission to do this part this part not covered under warranty. We said go ahead to fix this part. He also stated that 1 battery was bad and needed to be replaced, we bought all 3 batteries a few months and we said to Pat
no you can not replace any batteries we would take back where we got from before replacing any so said he would fully charge first.
January 23rd Friday
We called again what is happening with rv ready to pick up yet? Went over same items on list yet again.
January 27th or 28th
left message to return call is rv ready yet
Phone call returned spoke with mike who then proceeded to tell us we have a $733.63 BILL invoice # 15160 when we assumed were only supposed to be paying a $100 deductable. Understandibly we were quite angry. I asked if insurance was called to which case was answered this insurance is not a good one most insurances dont pay. I TOLD THEM TO FAX ME THE ITEMISED BILL TOTAL CHANGED AGAIN to $735.80 invoice 15164 said we would be in on weekend to discuss
January 30th friday
called National warranty to ask if Excel Fleet service had called then response NO they did not call had no communicaton with them
January 31st saturday
went into Excel fleeet and spoke with Mike asked why insurance was never called when info given and this was to have been done first to get authorization # if at this time insurance stated were not going to pay them we can make an informed decision to go ahead or not this was our decision to make not theirs. Stated they cant look at things to find problems unless they diagnos. I totally agree but when you are specifically told that the warranty company needs to be called first so they can give an authorisation to even start at that point they would say they pay or dont pay. Problem solved call us we know if pay or dont pay for diagnosis. Pat called Mike on telephone to ask if we were aware that he had already started working on the rv and was 2.5 hrs into it before we called inillially on the january 21st dont know what was said but mike came back and written on the bill and adjusted to $600.29 invoice #15163 so obviously they were in the wrong. Said instead of charging $125 per hour would charge $90 per hour labor. We still did not agree with this although we said that it was a step in the right direction because we believe we have be blindsided by this company. Mike suggested speaking with the owner on Monday to sort out.
February 2nd Monday
Pat called or we called but he sugested doing a conference call with insurance and them that way nothing can be denied. I would go in on Friday 6th 2009
February 3rd tuesday
Mike called and stated that the owner says the bill is fine the way it is didnt see anything wrong. THE OWNER DOESNT EVEN HAVE ENOUGH DECENTCY TO CALL US HIMSELF HE WILL TAKE MONEY GLADLY THOUGH.
February 4th wednesday
Called national warranty to see if they even called on this they stated they did on february 3rd but was denied bcause even if they did cover it it wouldnt be because they finished work.
February 6th Saturday
went to pick up camper and instead of honoring the $600.29 invoice 15163 charged me $735.80 because thats the kind of DISHONORABLE COMPANY they run
Now im not nieve in thinking insurance/warranty companys dont try to get out of paying any time they can but this company Excel Fleet Service had the opportunity to do the right thing and follow protocol and because of passed experiance with warranty companies decided not to and take it upon themselves to serve them and not the customer so in the end screw the consumer they are going to get there money anyway. I had been a passed customer but wont be anymore that may be a small thing for you but there will be people on search engines looking for your company and this report will pop up with that info its my hope that they dont get duped like i did.
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