Dixie RV SuperStores

We had dropped our travel trailer to the Dixie RV Service Department in Defuniak Springs, FL on 4 Dec 2020. We had called ahead to let them know we were doing our first yearly service. We wanted our sound bar replaced because it did not work properly. Liz our service representative immediately told us to Walmart and buy a new one. We paid for an extended warranty with additional coverage. Then Liz looked into our account and said, "oh it's covered to be replaced." We also wanted our rood looked at for a leak that only happens when there is a strong wind with a hard rain that allows water to get into the inside of the camper in the bedroom closet. We asked to have the ladder repaired because it was coming or slipping away from the camper attachment, door lock replaced, and side marker repaired. We asked to have the bathroom fixtures changed out with the replacement fixtures we brought in. Liz they were backed up for two weeks and then they will take care of the camper. Jan 4, 2021, we still have heard no word on our camper. We called the service department and spoke with Liz. She stated, "Oh we just took your camper back for the repairs." We probably would have never got our camper done if we did not call. This is unsatisfactory. We received a call on Jan 13, 2021 that the camper was finally complete. Liz suggested a $500 roof repair on a camper we had for 1 year. Are you kidding me! The camper is a 2018 Forest River Surveyor 33KRLOK. Oh, and the icing on the cake was, Liz said the sound bar was not replaced or repaired. Liz said the sound bar had to come from the manufacturer and probably would never come. Again Liz told us to go to Walmart and just buy a new one. Liz had a month and a half to contact the manufacturer for a new sound bar. We paid for the extended service for a reason to have repairs and replacements completed with Dixie RV.

During this time, there was and older couple getting the shaft and being lie to about parts to be replaced that were not. This is a very dishonest RV service department. I am a contract specialist for the government dealing with multi-million dollar contracts. Your service department representatives need to be re-schooled on service contracts and extended warranties. This is not a good business practice or a smooth and comfortable operation. It was like we were dealing with a shady used car salesman who was trying to sell a vehicle they knew nothing about.

I want our sound bar replaced and our roof repaired. We brought our camper that we had within the year allotted in our warranty. The service department representatives are terrible and need to be retrained. How dare a representative tell us to go just buy a new sound bar at Walmart and drop $550 to fix a roof on a camper we only had a year. I am utterly shocked! We have heard bad things about the terrible service Dixie RV in Defuniak has done to our friends camper and did not want to make the repairs. This is absurd to have our camper for a month and a half and not be able to replace the sound bar or repair a leak in the roof. Be honest and truthful to the customers.

We took our rv back within the 1 year period required to maintain warranty. We weren't given any paperwork to send to 3rd party warranty. It became apparent to us the next year that we were the ones with the responsibility to see that all the steps were taken. So, second year at time to take back for annual service, we took back again. We got an unexpected charge. When I asked, they said, "you paid this last year". They also gave us paperwork and stressed that we had to send it in. That was different, too. We sent in and got notification that we were no longer covered by forever warranty because we didn't send in paperwork the first year. Caveat emptor: let the buyer beware!

We had an insurance claim on our camper. Went to Dixie RV Superstore in Defuniak Springs Florida. We got an estimate from Tim (assistant service manager) of $7501.57. Our insurance company negotiated a lower labor rate and brought the total price down to $6792.91 ($6692.91 was paid by the insurance company). They did this by lowering the labor rate to 140.00 per hour. Dixie RV estimated 36 hours of labor.

We went to pick up our camper and found that the tanks had not been replaced, the floor hadn't been replaced, only a fraction of the plumbing had been replaced, the broken mud flap had not been replaced, and there was still a large hole in the wheel well. We found that some of the repairs were made with gorilla tape (that was laughable). They left wood shavings all over the camper floor and Tim told us it wasn't their responsibility to clean that up.

We looked at the final work order Tim gave us. No the tanks had not been ordered or the flooring. But the total amount charged was still the $6692.91 the exact amount that the insurance had paid. Taking a closer look at what they charged we saw that the labor cost was $5726.24 for 20.5 hours of labor. Wow! Their labor rate went from $140. per hour as agreed to $279.32 per hour. Not only that but they tacked on a $286.31 Shop supplies external fee. What the heck is that? They didn't clean up anything so it wasn't that. Does this mean Gorilla Tape cost 286.31? The parts they listed only totaled 199.41. So what this company did was move the charges to misc and labor in order to keep the money.

Tim walked away from us when my husband started pointing out all that was not done. We no longer had contact with him.

They will say they refunded some of the money. Yes they are in the process of refunding some of the money to our insurance company. BUT only days later after we complained. First Eric, the fixed operations manager, offered 1800 back since the tanks had not been replaced. Then when we complained more they offered 2500 back to our insurance company. When my husband refused to let them work on the camper Eric offered a little more to the insurance company.
I called our insurance and asked what they were refunding. She called and spoke with Eric and said it was for the flooring and tanks. She assured me she had that comment documented in our claim.
Nothing about their fraudulent labor charges being refunded. The funny thing is on our final work order there are no tanks or flooring on there to be refunded. It's all labor charges and that mysterious shop supplies external fee.

Eric will say we didn't bring the camper back to allow them to fix it and make it "right". That is true. There is no way we will allow them to work on our camper. We don't need more gorilla tape for repairs. My husband could have done all the work they did for $150.00 and in probably less than 9 hours.

And why should we bring it back to them? They didn't even try to fix it the first time. AND they tried to scam us out of that insurance money. No, they don't get another chance with us.

Also, for all the complaints regarding no returned phone calls that is true. We left several messages and didn't receive one call back from Tim to find out the status of the camper.

Very poor service from the start and insurance scammers to boot.

Stay away from this place.