willie220
Saint Augustine
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Joined: 02/04/2008
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We have taken our class A motorhome to Saint Augustine Camping World several time for various things such as having systems checked out and yearly maintenance work done. We have also bought most of our camping and Rv products at this store. And, we have always been satisfied with the services we received there. Last Monday when we went to pick up our motorhome we were just about knocked over with the cost to replace our back-up camera. There was on top of the $700 cost of the Voyager wireless replacement camera $119 to determine the old camera needed replaced, $119 to remove the old camera, and the $89 install fee to put the new one in. A total of $327 plus the $700 camera cost to replace our old back-up camera. I find that unacceptable. I feel that at least 1 of the $119 fees should have been waived as we did make a new purchase to replace the camera and the removal and install were done at the same time. When we were called and told the camera needed replaced we were quoted the price of the replacement and the $89 installment fee. We were never informed of the 2 $119 fees. I don't think this CW will get anymore of our business in the future.
"If you're not the lead dog the scenery never changes."
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YC 1
Yuba City Calif.
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Joined: 01/11/2005
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Communicating with a customer is critical when dealing with things like this. It takes a rare talent to do it delicately and they failed to do so because you are unhappy. On some occassions we have made that same mistake. If the customer still feels uncomfortable with my explanation I will ask what they would like to pay and we will do what ever it takes to keep them satisfied. We do installations of specialized equipment including video recording systems in police cars etc. The labor sounds very reasonable to me knowing how many hours a "simple repair" can take. I suspect they are making a small margin on the monitor but has nothing to do with the labor charges being padded.
I am making comment only to try and ease your pain and make you feel a bit better. In my humble opinion the cost was definitely in line. This is why 40 years of "Customer Service" put another stent in my heart this week. Taking care of customers is like licking honey off a cactus. You can go from High to Low instantly., 
H/R Endeavor 2008
2007 Hummer H3 toad
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rr2254545
Minnesota/New Mexico
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Joined: 07/12/2009
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Do not think this is padded. Costs look in line
2012 Winnebago Journey 36M Cummins 360
131 Campgrounds since we retired in July 2009
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gemsworld
Sunny Southern California
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Joined: 03/08/2009
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willie220 wrote:When we were called and told the camera needed replaced we were quoted the price of the replacement and the $89 installment fee. We were never informed of the 2 $119 fees.
In my opinion, you were deceived. An additional $238 is quite a bit of money that should have been disclosed to you BEFORE you agreed to have the job done.
Years ago, a friend of mine took his Dolphin to CW to get an estimate to have a Banks exhaust system installed. After getting the estimate, he made an appointment to bring back his moho at a later date for the installation. When he returned to CW to pick up his moho and pay the bill, he was told he needed to pay an additional $100 plus for the additional length of exhaust pipe that was required to do his moho. My friend reminded CW he went out of his way to bring his moho to the shop so they could see it and give him an accurate estimate and not a guesstimate. My friend calmly told CW he didn't have the extra $100+ that they wanted and since he was not notified of the additional charge before they started on the job, to take off the Banks systems and put his stock exhaust back on the moho. My friend said the shop manager almost fell to the ground when he heard him say that. The manager told my friend it was impossible to put his exhaust back, specially after it was already cut up in several pieces. Very calmly, my friend told the manager he felt bad about the fact CW had cut up his old system but perhaps CW could get a good deal from Ford for a replacement exhaust for his moho. The CW manager quickly came to the conclusion they were not going to squeeze my friend for the extra $100+ they wanted to charge him and agreed to honor the quote given to him originally. For the record, my friend was a business owner that knew once you commit to a customer you don't renege, even if you make a mistake.
Ask CW to waive the unauthorized $238 charge or to reduce it considerably. If they refuse, do what my friend did or take them to Small Claims Court.
Good luck!
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fla-gypsy
North Florida
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Joined: 04/19/2005
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$119 to diagnose the problem is probably a one hour charge for labor. The 2nd $119 is bogus IMO. How did they intend to install the new purchase without removing the other one? I would go back and try to get it back. You may want to question Marcus (CEO) on this one on his section of the forum. The St Augustine location is quickly building a reputation for bad service and unhappy customers.
09 SuperDuty Crew Cab 6.8L/4.10(The Black Pearl)
06 Keystone Hornet 29 RLS/(The Cracker Cabana)
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mlemonis
lincolnshire, IL
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Joined: 03/11/2006
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I will get to the bottom of this immediately
This will be resolved
Marcus Lemonis
Chairman and CEO FreedomRoads, Camping World and RVs.com
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MichDoc
Michigan
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Joined: 01/02/2006
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In my opinion, when a company QUOTES the customer $789.00 for parts and installation, that should be the amount that appears ON THE BILL. If they can't do the job for the price they quoted, then they shouldn't be providing quotes in the first place. They should just be honest and say, "Gee, we have no idea what it will cost, but we'll be happy to tell you AFTER the job is finished".
On edit: Occasionally something unexpected will be found that will affect the cost of the job. This is perfectly understandable. But it is incumbent on the service provider to contact the customer BEFORE continuing. And this "unexpected" situation should NOT include work or parts that the service provider merely FORGOT to include in the quote. Those things are the service providers responsibility, and should not be charged to the customer just because the service provider made a mistake.
* This post was
edited 05/20/12 06:22am by MichDoc *
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JeanS
Bowling Green, KY
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Joined: 06/02/2004
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Willie220;
We will follow up on this on Monday morning and get back to you.
Jean S.
Manager
Camping World Customer Care
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mlemonis
lincolnshire, IL
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The quote should always be honored. IF something changes the customer must be notified and given the choice to proceed or stop.
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fla-gypsy
North Florida
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mlemonis wrote:I will get to the bottom of this immediately
This will be resolved
Once again Marcus impresses me with his direct involvement.
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