GidKel
Central New Jersey
New Member
Joined: 07/12/2011
View Profile
 Offline
|
Dear Marcus,
In June of 2011 we bought a Passport from the Lakewood store. In October, we brought our trailer in for service. The list of repairs included:
1. Rear passenger side electric jack was not working
2. Front awning switch popped out
3. Rear screen door top hinge not aligned properly; door needs to be forcibly closed
4. LP gas does not flow.
We dropped our trailer off on 11/26/11. We picked it up 1/14/12. Supposedly the delay was because the motor was shipped out to the manufacturer; the delay was not an issue because it was during the winter.
At the time we dropped off the trailer, Val Mauriello advised us the issue with the screen door should have been reported within the first 90 days of ownership but it would be adjusted as a "goodwill measure".
Over Easter weekend we decided to take a trip. The stabilizer jack (which was supposedly fixed) was not working. I also found out the screen door was not fixed as well. When my husband called to make an appointment for service, he was told Val was the only one whom he could speak to regarding a service appointment. Eventually my husband was able to get in touch with Val and scheduled an appointment for service.
My husband dropped our trailer off this past Saturday (4/14). He told Val the jack was not working again and the screen door was never fixed. Val said the screen door was fixed. My husband showed her the screen door and Val insisted it was fixed the first time, and if we wanted it fixed again we would be charged to have the work done. Sensing he was getting nowhere, my husband let the issue go.
In my opinion, we should not have to pay to have the screen door fixed because (a) I believe this is a warranty issue; and more importantly (b) it was supposed to be fixed as a "goodwill gesture" when we first reported it. Why should I have to pay for something that was never fixed (or supposedly fixed right) in the first place? In addition, I can assure you I will not wait SIX WEEKS for our trailer to be fixed; in my opinion that is an unreasonable amount of time (regardless of the reason) and during this time of year it's six weeks of lost camping time with my family. I will also make sure everything is fixed properly before driving off of the lot. If the issues are not fixed, I will point them out to a manager, have everything photographed/videotaped and documented, and then proceed to take the trailer elsewhere for service. If we are charged for repairs, I will be looking for reimbursement from Camping World Lakewood to make us whole again.
I am also concerned that when our trailer needs service, the ONLY person who can help us is Val; nobody else can offer assistance. What do we do if she is away? There is nobody else who can help? Does anybody else even want to help? Does anyone even care (except when you're buying an RV; everyone is bending over backward for you!)?
The poor level of customer service we have received is giving us no other option than to take our trailer elsewhere for service. Camping World Lakewood was more than happy to take our money from us, but beyond that is not customer friendly. I am very disappointed that the level of service we were promised is pretty much non-existent.
Sincerely,
Kelly Bernhard
|
mlemonis
lincolnshire, IL
Senior Member
Joined: 03/11/2006
View Profile
Offline
|
Kelly
We will get this right
Please know that bad service is not acceptable
My team will contact you in morning
Please email me this with contact info
Marcus Lemonis
Chairman and CEO FreedomRoads, Camping World and RVs.com
|
GidKel
Central New Jersey
New Member
Joined: 07/12/2011
View Profile
Offline
|
I PM'ed you my husband's contact info. It is easier to get in touch with him during the day. Thank you for your attention to our issue.
Kelly Bernhard
|
GidKel
Central New Jersey
New Member
Joined: 07/12/2011
View Profile
Offline
|
Dear Marcus,
I wanted to let you know my husband heard from Dan (the service manager) this morning. He told my husband he will make everything right. Dan also said since he was just hired he was not aware of the problem. He promised my husband that he will coach his team regarding better customer service.
Thank you for your help! It is very much appreciated and I will keep you updated.
Thanks again,
Kelly Bernhard
|
GidKel
Central New Jersey
New Member
Joined: 07/12/2011
View Profile
Offline
|
Hi Marcus,
It will be four weeks on Monday that our trailer has been out of service. We have not heard any recent news regarding the repairs; last week we were told the jack manufacturer sent the wrong part. Since then we have heard nothing. My husband called today, left a message, and has not heard anything back.
Things were great in the beginning after you talked to Dan; we were getting weekly updates and now the calls are few and far between.
We have a seasonal site which we were able to start using on 4/13. We have already lost out on $475 because our trailer has been down at the shop for FOUR WEEKS. This is absolutely unacceptable considering the repairs that needed to be done. I am extremely unhappy; my husband and I have basically thrown away $475 of our hard earned money because the service department can't get their act together. I understand about the wrong part being shipped and that being out of the service department's hands but it takes (one, or two, or more?) weeks for a part to come in? The new part couldn't be shipped via FedEx?
I think we have been more than patient with the whole situation but this is absolutely ridiculous and completely unacceptable. I figured because of your intervention in the matter things would have been different this time. Obviously, this is not the case. I've pretty much made up my mind that we will never take our trailer back to Lakewood for repairs again. I also want to know what is going to be done about the money we have lost on our seasonal site.
Thanks,
Kelly Bernhard
|
|
|
mlemonis
lincolnshire, IL
Senior Member
Joined: 03/11/2006
View Profile
Offline
|
I'll call them at 7 am
|
randersen3333
colorado
New Member
Joined: 05/11/2012
View Profile
Offline
|
Was this a new passport with warranty?
RA
|
randersen3333
colorado
New Member
Joined: 05/11/2012
View Profile
Offline
|
Marcus and Kelly,
Let's have Donnie Wagner take care of this. His email is Dwagner@campingworldrv.com. With the new store we are still having some phone issues, so I would suggest emailing Donnie. I can't guarantee parts will be in, but we will do our best to get you back camping.
Thanks,
RA
|
GidKel
Central New Jersey
New Member
Joined: 07/12/2011
View Profile
Offline
|
RA,
Yes, this is a new Passport (2012) and yes, it is still under warranty. Lakewood CW is not a new store (they have been around for years) so I'm not putting much credibility in your phone issue statement. At the risk of being ignorant, please explain who Donnie Wagner is and exactly what he is going to do to help resolve the issue.
Does doing your best getting us camping again mean we can pick up our trailer and a technician will come to our site to complete the repairs or does that mean we can take it somewhere else and Camping World will pay to have it fixed properly (that is if the repair is not covered under warranty)?
|
randersen3333
colorado
New Member
Joined: 05/11/2012
View Profile
Offline
|
Kelly,
I must say, I was up last night and saw the Lakewood post. I wanted to see what I could do to help and thought the problem was coming through our Colorado Store that we just moved to Golden. The funny thing is that the store managers name is Dan and many of our customers refer to it as the store in Lakewood. Donnie Wagner is the store General Manager and is very proactive when it comes to getting a customer helped out. Sorry about the confusion.
As far as getting you taken care of, yes we are at the mercy of the manufacturer when it comes to replacement parts. I have talked to the Regional Vice President-Kevin Bostrom, please call him on his cell at 315 521 2398 he will come up with a resolution.
Hope you are camping soon,
Rod Andersen
RVP CW RV Sales
|
|
|
