LP regulator recall fraud

[velosapiens]

Grrr. Like many other grand design owners, my LP regulator was part of the recall a couple years ago. I foolishly thought it best to make an appointment with Bretz RV in nampa ID, where I bought the trailer, for them to perform the recall. This was in August 2021, and just getting an appointment with them proved to be a challenge, since they have an entirely automated system with no human contact, and they don't answer their phone. That should have been a warning. So I drop the trailer off, and when I come back at the appointed time to pick it up, it is of course not done...... fine.... I waited for an hour until they finally brought my rig out.... This is where I made the mistake in not verifying the work, because I was impatient, and it was hot and I was cranky. So i get home, and lo and behold I have the same old regulator with same old dust on it even. It didn't look like they had even touched it. I tried to call them, but of course they don't answer their phone, so I emailed Grand Design with pictures and my vin# just to make sure I wasn't seeing things. they said

The original regulator is a Winntec so going by the photos you sent it has not been replaced. We can send this regulator to you at no charge however they are on backorder with no current eta. If you would like to have it sent let us know your shipping address. Or you can source the replacement locally however it cannot be a Winntec brand or Enerco brand regulator, any other brand is approved.

Great, ok, at this point I have no desire to deal with Bretz RV again, so I figure I'll get it fixed somewhere reputable and they'll take care of it. Unfortunately I didn't get around to fixing it until just a few weeks ago, and when I submitted the claim, Grand Design told me that Bretz had already submitted a claim and been paid (even tho I wrote to grand design with my vin# and dealer name to let them know the work had not actually been performed). Not only that, but Bretz send them before and after pictures of someone else's trailer to support their claim. The pic also shows the propane tanks which have a distinctive brand name wrapper on them. Lesson learned, some dealers are incompetent and/or dishonest, and I should have verified the work was done before I ever left the lot. I guess I'd still rather have paid for it myself than catch on fire tho.

 

[Soundsailor]

Grrr. Like many other grand design owners, my LP regulator was part of the recall a couple years ago. I foolishly thought it best to make an appointment with Bretz RV in nampa ID, where I bought the trailer, for them to perform the recall. This was in August 2021, and just getting an appointment with them proved to be a challenge, since they have an entirely automated system with no human contact, and they don't answer their phone. That should have been a warning. So I drop the trailer off, and when I come back at the appointed time to pick it up, it is of course not done...... fine.... I waited for an hour until they finally brought my rig out.... This is where I made the mistake in not verifying the work, because I was impatient, and it was hot and I was cranky. So i get home, and lo and behold I have the same old regulator with same old dust on it even. It didn't look like they had even touched it. I tried to call them, but of course they don't answer their phone, so I emailed Grand Design with pictures and my vin# just to make sure I wasn't seeing things. they said



Great, ok, at this point I have no desire to deal with Bretz RV again, so I figure I'll get it fixed somewhere reputable and they'll take care of it. Unfortunately I didn't get around to fixing it until just a few weeks ago, and when I submitted the claim, Grand Design told me that Bretz had already submitted a claim and been paid (even tho I wrote to grand design with my vin# and dealer name to let them know the work had not actually been performed). Not only that, but Bretz send them before and after pictures of someone else's trailer to support their claim. The pic also shows the propane tanks which have a distinctive brand name wrapper on them. Lesson learned, some dealers are incompetent and/or dishonest, and I should have verified the work was done before I ever left the lot. I guess I'd still rather have paid for it myself than catch on fire tho.

Sorry to hear you were treated poorly. That recall is interesting, I received a recall notice from GD. When I took it to my dealer they said my regulator isn't covered by the recall. I'm confused now, and will probably replace the regulator on my own dime, but at least my dealer didn't lie and cheat.

 

[Redapple63]

Yea, sorry to hear of your troubles with the dealer. I have zero trust in the dealerships. I am sure there are good honest ones, but they are few and far between. Thankfully I have been able to address all of my issues directly and not had to work with a dealer.

Bill

 

[kb0zke]

Similar story here. Within a week of bringing our brand-new Reflection back to The Ranch we found out that the regulator had failed. Called the dealer, and they said we would have to bring it back to them - 200 miles each way and a night in the campground - all at our expense. Called GD and they said to get another and send them the bill for reimbursement. Done.

 

[velosapiens]

Called GD and they said to get another and send them the bill for reimbursement. Done.

edit: It looks like my issue was resolved at GT, it just took a couple extra days. They are going to cover the lp regulator replacement .

 

[huntr70]

unfortunately Grand Design is refusing to reimburse me, because apparently they reimbursed the dealer who faked the repair even tho I immediately emailed them about it, and they told me to just get it fixed and they would take care of it. Not too pleased with GD right now, but I'm trying to push this up further there. Anyone reading the email chain would agree they told me to get it done and they would reimburse.

It really isn't a Grand Design issue, you shouldn't be angry with them. They are going by the documentation sent to them.

You should be standing in front of the Service office that faked the repair and making demands....

 

[velosapiens]

It really isn't a Grand Design issue, you shouldn't be angry with them. They are going by the documentation sent to them.

You should be standing in front of the Service office that faked the repair and making demands....

You are not wrong that Bretz is more at fault, but GD had my vin# and pics of the old regulator and my explanation of what happened long before bretz submitted the fraudulent claim. I told them about the faked service, and they told me to get it fixed myself and they would pay, and then they paid Bretz for it despite having the info that it was fraudulent..... so I have to put some blame on GD as well... but hopefully the issue will be escalated and GD and taken care of. I'm still working on that. They were at least polite and responded promptly, whereas Bretz service department has NEVER answered their phone. It's like they are trying to drive people away..... which I guess is doing people a favor really, lol.

edit: GD has taken care of the issue on my end.

 

[Scott'n'Wendy]

unfortunately Grand Design is refusing to reimburse me, because apparently they reimbursed the dealer who faked the repair even tho I immediately emailed them about it, and they told me to just get it fixed and they would take care of it. Not too pleased with GD right now, but I'm trying to push this up further there. Anyone reading the email chain would agree they told me to get it done and they would reimburse.

That is ...just unbelievable. There are dealers out there doing a good job and dealers like this one...just...wow...unbelievable. I really don't know what to say about them.

 

[Ynot4me2]

That's really unfortunate. There are too many bad dealers out there ruining our experience and trust and ruining the hard work of the honest dealers. We lost our confidence also in ours. But [MENTION=331]huntr70[/MENTION] us right, you should be standing at your dealers front door asking for an explanation and using the word FRAUD.

 

[Ynot4me2]

Isn't falsely repairing a national recall a felony?

 

[Redapple63]

It all depends on the paperwork that the OP signed when taking back his rig. That would be the first place to look. If you challenge them, make sure they don’t come back with paperwork signed that all work was done and rig accepted. Unfortunately the burden of proof is on the OP. I wish him luck because what the dealership did sucks!

Bill

 

[Jerryr]

I’m sure the State Attorney”s Office would be interested in this. Especially if you can get pictures of false the repair that was submitted. Falsifying a safety recall repair and returning the vehicle in an unsafe condition. Someone would loose their job or perhaps at least face a BIG fine levied on the dealership.

 

[velosapiens]

It all depends on the paperwork that the OP signed when taking back his rig. That would be the first place to look. If you challenge them, make sure they don’t come back with paperwork signed that all work was done and rig accepted. Unfortunately the burden of proof is on the OP. I wish him luck because what the dealership did sucks!

Bill

This is an excellent point. I don't actually recall whether I signed anything. I suspect not (or else they would have sent GD a copy of that paperwork instead of a picture of someone else's rig).

What I think probably happened is someone on their end simply screwed up or miscommunicated and returned my trailer to me even tho it wasn't done, and then later they covered it up or pencil-whipped it and hoped for the best.

At this point I wish I had requested the old parts be returned by the dealer that actually did the replacement recently. Without that, all I really have as evidence is the date/location metadata in the pictures I took after I got the rig back from Bretz.

Lots of learning all the way around. Take the time to verify work done, and if something goes wrong, deal with it right away instead of waiting 2 years. Regardless, I'm glad to have the regulator replaced.

 

[opandy]

I got the same letter about the regulator I Never go back to a dealer for any reason.
For $60.00 and 20 minutes of my I replaced the regulator.

 

[marine6805]

My experience (from GD) is that I had to have to "Drop Test" done by a "certified" repair technician. They sent me 3 letters total because my VIN reflects that the recall had NOT been satisfied. GD actually paid for a replacement regulator (WinnTec) right after I purchased my unit in 2019 (the recall wasn't yet published) due to shady behavior.
I currently have all of the "hopefully" necessary paperwork at GD as we speak. This includes an invoice from a Mobil RV Repair Tech for install and "Drop Down" test, and a receipt where I purchased the regulator from a local RV Parts establishment!
Fingers Crossed.

 

[Marsh]

I also have not had my regulator officially approved. When the recall first came out we were about ready to leave on our first trip of the season. Knowing I wouldn't have time for my dealer to do the work, I ordered an approved regulator and did my own replacement. I did a leak check and all has been good. The next fall, when I had them winterize, I had them perform the regulator checks and all was good. I am still getting letters from GD that I have not had the regulator replaced. My dealer says they will need to take off my perfectly good regulator and replace it. Jeesh!

 

[marine6805]

Right after I replaced my original regulator, I made the conscious decision to NOT travel without a spare regulator, so I ordered a second one (brackets, hoses, and regulator as an assembly) from E-Bay. Yes I don't trust E-Bay that well, but they are as good as the under paid staff at GD in Northern Indiana. My thought process then (recall had been initiated) is that my regulators came from a different batch than those used by GD (seemingly all of the other manufacturers as well) and the one installed was working well and NOT showing signs of recall necessity, so I actually forgot about it. Now I have a complete spare WinnTec regulator should my now installed CAMCO decide to not work?
GD clearly has "Pitbull DNA" and was/is not willing to let things go!

 

[ddepew]

File a complaint with the Better Business Bureau in your area, and also with your State Consumer protection office. Let Bretz know you are doing that, then plan on never using them again.

 

[Craig55]

I took to a local independent repair shop. They replaced the regulator, documented the drop test on the invoice. I sent the invoice to Grand Design and they sent me a check. The local dealer where I live is useless. such a nice trailer but a crummy dealer network.

 

[mbergthold]

Sorry to hear you were treated poorly. That recall is interesting, I received a recall notice from GD. When I took it to my dealer they said my regulator isn't covered by the recall. I'm confused now, and will probably replace the regulator on my own dime, but at least my dealer didn't lie and cheat.

I wasn't about to hook up and take it to the dealer in town so I contacted GD and they sent me a new regulator. Haven't installed it yet, will do that this week.