Are you happy with your dealer?

[Adamsvr]

Second IPULL's commendations of the service given to us by McGeorge's sales, their service/warranty departments, and Bo Hurst. All are excellent! A first rate team!

[lillyputz]

With all the problems we have had, the dealer or salesman has not called to see how things or going or even say kiss my #%* Oh did I forget to say Windish RV

Lillyputz

[Happy Camper]

Salesman? I am not sure we even had one - at least we have not heard from him or anyone at the Explore sales staff in San Antonio, TX store which has rolled over to the service staff at the Ft Worth store. Not sure how they stay in business with that type of customer service from 2 stores with similar results.

[5th_Time]

Amazing... that after this recession has winnowed down so many dealers and even manufacturers, the survivors aren't treating the smaller number of sales/service customers like gold!



When you visit these places, it's not like they can't get to you because of the crowds. Seems like, having survived, they are just going back to their same old ways. Ugh.. this has been going on for decades in this industry.



This forum has pointed out several good dealers with sales staffs that you actually want to do business with... many times that is, until the unit comes in and you need service. I don't know what they're thinking of.



Yet another reason why we must insist onthe best "quality control" from the Redwood side. I don't know anyone here who appreciates the need to re-visit their dealerfor their checklist of issues.Myself, I'd rather go to the dentist.







Edited by: 5th_Time

[KR2011]

Gee Mike you must really like your dentist Edited by: KR2011

[5th_Time]

I know... that says alot.

[hoosierguy]

It has been interesting reading all of the comments about customer service treatment, or lack thereof, by the sales and service staff at your dealerships.

I have an interesting tale to relate.


We purchased our 36RL in mid-September 2011. The salesman was helpful through the process but did not have much knowledge about the Redwood product and frequently had to defer to the factory representative (Andy) to get answers to my questions which he promptly did so. This is our first 5th wheel purchase (been pop-up campers for 38 years). What really sold us was the factory tour with Andy.


The day we picked up our coach, I also had to have a hitch installed in my truck, so, I dropped it off at the hitch center nearby. While the hitch was being installed, we proceeded to go through our check out. The process took about 3 hours. I tried to ask as many questions as I could think of but realized later that I should have asked many more. We had thought about staying overnight at the dealership but we were tight on time and late in the afternoon decided not to do so. In hind sight, that was a mistake. Could have resolved some minor issues. I had ( and have ) way to much to learn about this rig although I am working through it.


Signed the paper work and took ownership and that was the last time I heard from the salesman or the dealership. Not required, but, a simple note of thanks would have been nice.


In late March 2012, I received a letter from Crossroads RV indicating that a recall of Redwood units manufactured between August 26, 2011 and January 18, 2012 was being made for defective Carlisle hydraulic brake pumps. I had ordered my 36RL with the hydraulic disk brake option.


I made arangements to take my coach into the dealership on April 27. I thought it would also be a good time to have few minor issues taken care of while the coach was at the dealership since they are 2 1/2 hours away from where we live. So I arranged to pickup the coach 2 weeks later but when that time came I recieved a call that the new Carlisle pump would not work when it was installed and they would have to order another pump. A week later I was told that my coach should not have even been included in the recall. At three weeks from drop off, I was told that the replacement had been sent to the wrong location and the third pump had been ordered to be sent directly to the dealership. At 4 weeks, the dealership had not yet received the pump.......up to this time I had been dealing with the girls in the service office. I was finally able to talk with the service mangager this week and he was very appologetic and assures me that the pump is now expected to be there Tuesday, May 29. I have made arrangements to pick up the coach on Saturday, June 2. If this occurs, it will have been 5 weeks for me get our coach back from something that should have taken less that a week to fix. I am a very patient person and try to give people the benefit of doubt, but, I have to admit this has been taxing even my patience.

[5th_Time]

Guy, you gave them plenty of notice. They should have ordered the parts and had them there when you brought in the coach. The hydraulic pump is in the battery compartment and installation and bleeding system is a two hour job. My experience is that when the service department hearsthat you are "dropping off" (ironically, many times to be considerate of the dealer), you can guarantee a 3 week hiatus from your unit. There are many people here with the same experience.


The solution seems to be, to maketight arrangements and then wait for your unit - even if it takes the whole day. Almost nothing on our units take that much time to repair or replace if they plan for your visit in advance.

BTW, what dealer was it??


Edited by: 5th_Time

[Happy Camper]

took my in-laws up to Motor Home Specialists at Alvardao, TX. What a first class dealership. All units were unlocked with prices clearly marked on the windows and most of them plugged in with ACs on. They had an option of getting a golf cart for a self guided tour. The waiting area had plenty of cold water, soda, snacks and brochures of every new unit they had. I sat back and watched the receptionist, sales staff and customers. I myself am not a motor home person, but what a unique shopping experience. The in-laws were treated great, even though they did not buy. They told me that the salesman, after realizing there was no sale at this time, sat there and visited for almost 30 minutes - absolutely no pressure. I visited with some of the techs and all were happy about being there - even on a Saturday and Holiday weekend.

[hoosierguy]

Originally Posted by 5th_Time

Guy, you gave them plenty of notice. They should have ordered the parts and had them there when you brought in the coach. The hydraulic pump is in the battery compartment and installation and bleeding system is a two hour job. My experience is that when the service department hearsthat you are "dropping off" (ironically, many times to be considerate of the dealer), you can guarantee a 3 week hiatus from your unit. There are many people here with the same experience.



The solution seems to be, to maketight arrangements and then wait for your unit - even if it takes the whole day. Almost nothing on our units take that much time to repair or replace if they plan for your visit in advance.



BTW, what dealer was it??

Well, it is going to be 5 weeks tomorrow June1 and the they still don't have the part to finish the repair on my 36RL. I am ready to draft a letter to the president of Redwood RV and Crossroads RV (one of same)and suggest thatthe factory go pick up my coach from the dealer and take it back to the factory and do the repair. Also, they should do a better job of screening the dealers that they select to sell the Redwood product.They need to make sure that the dealer service departments are not inept when it comes to doing simple repairs.



The dealer is Tiara RV Sales, Elkhart, Indiana. They can not give me any explanation as to why they can't order a replacement part from the supplier and have it shipped in over night.

[5th_Time]

Guy, sorry to hear nothing has changed since your last update. You must be saying "What's wrong with this picture?" Maybe you should contact Brian Emmons at Redwood and/or Carlyle and trace the parts shipment(s) back to the dealer. Whenever I hear "the shipment was wrong", "the shipment was lost", "the unit they sent us was burned out," I start thinking "wait a minute, I was born at night... but it wasn't last night!" Don't be surprised ifyou find that the correct part has been sitting there all this time and they just don't want to tackle the job for some reason.

Maybe you should considermaking arrangements with Redwood, then pull your unit out of there and bring it somewhere (anywhere) else - or you might just lose your entire camping season with these guys.

[TravelinAnderson]

So the dealer is 45 minutes away from the Redwood factory and 4 hours away from the Carlisle plant in Bloomington and they can't get the part? sniff...sniff...What's that I'm smelling?

[Happy Camper]

Explore USA in Ft Worth has not improved (especially since I got Brian from Redwood on them). I called to check on my key pad that they used on another coach. I was put on hold for 30 minutes by the Warranty Clerk while she checked on the part. I hung up and called back - I got her voicemail. I left her my name and number. That was two days ago and I have not heard back from anyone yet. Explore USA in San Antonio has yet to call me after the sale. I guess they figure since I live in Waco they will never see me again. They should know that it is a small world with a big internet.lol I am enjoying the coach, but at this point would not recommend Explore USA for sales or service.

[Rooksfive]

I truly think that as long as the dealerships make a sale and get you out the door then they are done. We are dealing with three different groups, Redwood the manufacturer, your dealership, and service and literally Redwood makes it, dealership sells it and service doesn't care what goes out the door as long as they are getting a pay check weekly. I think if Redwood cared or to that fact any other manufacturer then they would be reading this blog site daily and taking to heart what we are all saying and finding out WHY.

[5th_Time]

I had a long list of issues... some cosmetic and some serious. But, even though they should be at Redwood's expense, and my dealer Leo's Vacation Center in MD has been good, I'm glad I was able to fix most all of them myself.



I've found that as I've gotten older, I'm fussier about the quality of the repairs and my threshold forbeing jerked-around has diminished.From many of the stories forum members are relating, RV dealer mediocrity seems commonplace. Can't get the parts? Weeks to complete a repair... come on!



Whenever possible, I subscribe to Steve's method of not breaking camp, but instead getting & installing the part yourself and asking Redwood forreimbursement. Probably reduces repair time from weeks at the dealer to hours. From the stories told,Redwood couldn't be nicer about it.That's the mark of a company that's really trying.



Unfortunately, part of Redwood'sreputation is dependent on component manufacturers designing for "light duty" and used to having a fewunits fail in the field. They think bending over backwards to supply replacements when you're on the side of the road in Saskatewan is the same as "engineering".



Also, Redwood needs to begin weeding out themany dealers that are totally focused onthe sale and treat the service and warranty repairs as just an additionalburden thatcame with yourtransaction. Dealer disinterest in getting repairs done on a timely basis is undoing a lot of Redwood's effort to increase owner satisfaction and "word of mouth" referrals.



If you have a dealer with a good, professional (and interested) service department, please let us know about it. It's worth driving longer distances to deal with them. Until then, it's much faster and less expensive to go out and buy yourself a new set of tools .

[hoosierguy]

Steve.........you are right something does stink here just a little tiny bit!!



Update on the Carlisle hydraulic pump re-call...........



The service manager from the dealership called me this morning to tell me that Carlisle had screwed up the shipment of the replacement pump last weekend............it was supposed to have arrived at the dealership this past Tuesday but did not. Carlisle has now assured the sevrice manager that the new pump has been shipped and should arrive at the dealership tomorrow morning or Monday morning. If it arrives tomorrow morning, the service manager said he will come into work tomorrow (on his day off) and personally install the unit himself and call me so I can pick up the coach tomorrow afternoon. So, I am keeping my fingers crossed for tomorrow.



It amazes me that no one in this entire supply chain understands that there is such a mode of shipment as guaranteed next day delivery. If a situation is getting out of control and you are really interested in providing good customer service, you do what is necessary even if that means you sometimes have to eat some costto please the customer. From what I have been told, Carlisle was disclaiming any responsibility for awhile, Redwood RV and Crossroads RV were tossing the ball back and forth for awhile, the dealership did not get the part ordered and shipped correctly and on and on.................. I think Forrest Gumpp once said "Stupid is as stupid does".





Edited by: hoosierguy

[lillyputz]

I agree.







We bought ours from Windish Rv in Lakewood Colorado. there PDI sucks, no such thing at this dealer and no QC at all. what redwood missed on there QC (which was a lot), windish had a blind eye. and after our walk through, they did not fix one dam thing. they claim there walk through guy did not turn in the punch list. we left with some items fixed, some half assed, others needed parts ordered and some the did not know what to do.we have had this unit for 39 days. it has been in the shop for 25 days and no end in sight. then it needs to go to a paint shop. should have have stayed with our old 5th wheel. we still have not got our pink slip. Windish sent it to a wrong address. the keystone cops, are still alive.



Lillyputz

[5th_Time]

OMG. This is what Tracking Numbers are for...

[TravelinAnderson]

Here's a link to a RV service center review website. Hopefully it will prove to be a valuable resource for locating reliable, honest repair shops for our Redwoods.
http://rvservicereviews.com/


Don't forget, you can get warranty work done at any Crossroads service center should a Redwood dealer be too far away or you are dissatisfied with the one near you.
http://www.crossroadsrv.com/buyers/service_center.asp

[Ann4Now]

When we are ready to go fulltiming, we plan on establishing residency in South Dakota.
Does anyone have a sense of any decent dealers in SD, Nebraska or perhaps Iowa?