Southern Auto & Diesel Southern Auto & Diesel Took four months to complete a repair that should have taken two weeks, including the wait time for a special order part Brunswick GA

My motorhome broke down on interstate 95 on Friday June 28, 2019.   I was towed to this RV/ diesel repair facility.  Robby, the owner, looked at the motorhome on Monday and determined that there was an issue with my fan clutch assembly.

 He tried, unsuccessful, to remove the assembly spending half a day on Monday and another half day on Tuesday.  We stayed in the motorhome during that time.  On Wednesday, the day before the July 4th weekend, Robby told us he would be closed for 4 days so we decided to drive our car home.  

I offered to pay for the parts in advance and Robby said that he normally does that, but not to worry at this point.   So my wife and I packed up and went home in our car, 6 hours south.   We always tow our car behind the motorhome. 

After the holidays, we would attempt to contact Robby by phone and by text.  He would not answer the phone or return my voicemails and he would not reply to texts for many days.   Eventually he would reply by text and give me little or no information, saying he would let me know when it would be done.  

Several times he led me to believe that he had ordered the needed parts and that he would get them installed in the coming week.   The weeks came and went.  Several weeks later we had to drive up to N.Y. for a funeral and we told Robby we would stop by, hoping he might have it fixed.    We got there and it was not fixed.

 In fact, we found out that he had not even ordered the parts.  He wanted to be paid for the parts before he ordered them....  I reminded him that I offered to do that weeks prior and he said, "It's just business..".    He gave me a quote of $7400.00 for the parts and I gave him a check (he would not accept a credit card).

 I had to make the check out to him personally, not to his business.   He said he would get the parts on order and get them installed, possibly by the time we were returning from the funeral.  He did not give me a receipt because his computer was down.    

Getting ready to return from the funeral, 10 days later, I texted several times over several days to get a status, without any reply from Robby.   Finally after 3 days of no communication, he called and asked me if my check cleared my bank...???   I asked him if he had the funds in his account and he said yes, but he wanted proof that it cleared my account and then he would order the parts.  

I provided the proof.  I subsequently found out, by calling the parts department of a large Freightliner dealer in Jacksonville, that I could have ordered the same parts directly, and without a repair shop discount, for a total of $3475.   I've never heard of this kind of markup in any consumer business.    

During this time, I was researching my fan clutch issue and found out that there was a potential cracking problem in the frame that the clutch mounts to.  This problem was known by Freightliner and they developed a "beefed up" replacement for the frame.  

I decided that since I am replacing all the other components that mount to this frame, I should order a new frame and have Robby install it along with the other parts.    The unfortunate thing is that there was a 10 day delay in getting the frame because Freightliner didn't have any in stock. Additionally, when the frame arrived, it was damaged.

 After calling Freightliner directly, I had a replacement frame delivered in 2 days.     At this point it was well over 3 months since my breakdown.   The parts were all finally delivered and after repeated unanswered phone calls and texts over several days, Robby finally texted back saying he would be getting to it soon.

 A week later I texted him, saying I was coming up to either pick up the motorhome fixed or I would tow it out.   On Monday October 21, 2019  I arrived at Southern Auto & Diesel and Robby's son was just starting to work on installing all the parts.......   it took 2 hours and 15 minutes for him to complete the installation with my help.  

Robby wanted  an additional $3250 for the repairs and he would not take a credit card or a check.    I had to go to the bank and withdraw cash...   I was so upset and relieved at the same time.  I was finally going to take my motorhome home.   I totally forgot about asking for a receipt, and he never offered one.  

I texted Robby about a receipt when I got home and he actually replied right away saying he would text me a receipt the next morning.    He never did.    I have texted him again, multiple times, with no further response from him and no receipts sent.   

There  are many details in this report that I have left out because it would be much too long, however, I do have detailed extemporaneous notes taken during those four months as well as copies of the texts sent and received.  

My wife and I had many summer plans that had to be canceled because of the situation.  Our lesson learned is to use larger and more reputable repair locations....we should have been towed to the Freightliner dealer in Jacksonville on June 28.