Dear Mr. Lemonis.. Please help us if you can. We are headed to Calera, AL in a few minutes to pick up our RV that has been at the Calera location - held hostage- for weeks!
What happened to the 100% Customer Satisfaction Promise?? Is Martin, the Customer Service manager not aware of this promise?
Our interactions with this location have been an absolute nightmare, one that about 5 State Farm Insurance agents, reps, adjustors and customer service reps can back up!
We had previously used your Oxford, AL location, and with that closed, we had to go to Calera. Please contact me so that I may speak with you about our horrible experience with the staff in Calera.
To make a very long story short, we took the RV on 5/21 for repairs due to power surge. The agents could never get call backs from the staff there in order to authorize repairs. Finally, an estimate of $419 was given in writing to State Farm to replace the microwave/convection oven. (after weeks of phone calls by multiple people per day).. When we realized the repairs were less than our deductible, My husband told them to go ahead with the repairs/replacement of this unit ( first week June). He was told it would take several days to get the unit in and to install. We never heard another word from them. After 3 days of phone calls this week, He finally got Martin on the phone. Martin informed him that they had done nothing in regards to the micro/convection because the estimate we (and State Farm) had been given was wrong. Please understand, Mr. Lemonis, we had never heard anything like this from them.. we were just planning to go down and pay the $419 and for the other repairs we had requested.. Then to be told that they had done nothing about it because they had priced it wrong??? What is up with that??? My husband then asked how much would it cost to fix it, and Martin would not respond. My husband did become irrate and used profanity when he was told that after over 30 phone calls and almost 6 weeks, that a drain replacement, lamp repair, and cabinet repair was a total of $619.00- with nothing done to the micro/convection oven. Please understand- we were never notified that they would not fix the micro/oven. Never, ever.
This morning, I called, I am Kathy. I was very nice, but very firm. I wanted straight answers, as this has been unacceptable. Martin too was very clear. He told me to bring a check for $419 and pick up the RV. When I asked about the micro/convection, he said that he did not know where that estimate came from, but that he could not replace the unit for that amount. I asked how much it would be to do the job and he told me that they would not do it. He told me to pick the RV up today before 5 pm. I asked point blank, "are you refusing to fix the micro/convec. in the RV?" and he said "yes". I then asked to be clear.. "Are you refusing to do any work on my RV?" and he said "yes".
We are going now to pick up our RV. This is the worst customer service that we have ever experienced in our lives. State Farm will back us up. I am in amazement. I have not told you half the story.
why put youself thru all that stress, just pay for in on your credit card and get it out of there then dispute the charge, that will get their attention for sure, then just go somewhere else, your money is good everywhere you go...you don't need to put yourself thru all that stress....we used to deal with CW all the time, when they merged with every RV dealer they could the service end of their business went to hell real quick, remember everything they sell is available somewhere else, they are hardly the only game in town....good luck, I sure hope it all works out for you...
mbinohio wrote: why put youself thru all that stress, just pay for in on your credit card and get it out of there then dispute the charge, that will get their attention for sure, then just go somewhere else, your money is good everywhere you go...you don't need to put yourself thru all that stress....we used to deal with CW all the time, when they merged with every RV dealer they could the service end of their business went to hell real quick, remember everything they sell is available somewhere else, they are hardly the only game in town....good luck, I sure hope it all works out for you...
If you pay with a credit card for goods or services thinking you are going to dispute those charges to get a lower price later, you are going to lose that dispute. That is totally not the function of credit card disputes. You dispute a false charge or a charge where you did not receive the item or service, or you received a defective item the seller will not make good.
Hopefully the Camping World people will get to the bottom of it. It sure sounds to me like everyone was waiting on everyone else to approve the repairs. The insurance company waiting on the OP to opt to file a claim. Camping world waiting on either the insurance company to authorize the repairs or the customer to say go forward. And the OP just waiting for repairs to be done. In my experience, in both the RV park world and my previous career, I have never found waiting to be a good stategy. I pound the phones until I am clear that everyone else is clear on what needs to happen. As for the batteries, I would expect the same if I had left my rig anywhere for a month. The dealer isn't going to keep it plugged in and they aren't going to unhook and disconnect everything that can run down a battery. Got to be pro-active, not re-active when it comes to any kind of vehicle repairs and RVs (and boats) are the worst.
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