Not resolved
Customer service
Product or Service Quality

We purchased a new 2014 Itasca Sunstar from a dealer in California (prices were WAY better than in Utah) and drove it home to Utah in November, 2013. In the spring of 2014, during our first camping trip in the coach, we had problems with the automatic leveling system.

It would error and say "unable to complete leveling" and "return for service". We contacted Camping World since they were the only local authorized dealer for our coach in our area, apparently. We took the coach in for service under warranty since it was only a few months old. That was the beginning of the worst experience for us.

They said they fixed the leveling problem after several weeks of having the coach, but after we picked it up and went on our next camping trip, we had the same problem. Back to Camping World we went. Again and again and again. Each time they had the coach FAR longer than they originally estimated.

Each time they said they worked with Lippert Components, Inc. to diagnose and fix the issue. Each time we continued to have the same problems. Once in a while the system would work ok, and we gave a slight sigh of relief, only to find the next time out in our coach we would experience the problem again.

After many months and many visits to Camping World, the service advisor told me that they, and Lippert, were "no longer willing to work with us and cover it under the warranty". This was an ongoing issue that trained technicians at Camping World could not fix after repeated attempts. We even had a phone call between the Camping World technician and a Lippert technician to try to resolve the issue. Again, Camping World said they fixed it and we picked it up and took it out.

IT STILL WOULDN'T level! Finally, in August of 2016, I contact Lippert Components directly. I ended up dealing with the CEO of the company who apologized for the level of service I had received from Camping World and that if I could bring it to their office in Elkhart, IN, he would ensure a team would be waiting for us and would fix it to our satisfaction. We drove there from Utah about 2 weeks later.

The team was waiting for us and treated us so well. Very well educated on the systems and were able to fix the leveling system in a matter of 4 hours. As they had suspected, the pump itself was not holding pressure once they put the testing gauges on it. Camping World could have fixed this issue 2 years ago if they had the sense to keep the correct tools in house and took the time to really listen to what Lippert was trying to tell them.

The team at Lippert, from the technician who replaced the pump, to the customer service representative that assisted me, to the CEO himself were professional, friendly, knowledgeable, and genuinely cared that we had a positive ending to this experience. In fact, the CEO even helped us find a different dealer in Utah so we don't have to work with Camping World again.

He was unaware of anything ever being said about not being willing to work on the issue, since it was their product at issue!

Product or Service Mentioned: Camping World Rv Repair.

Reason of review: Poor customer service.

Monetary Loss: $2000.

Preferred solution: Let the company propose a solution.

Company wrote 0 private or public responses to the review from Sep 22, 2016.
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