Since we started our business relationship with Camping World both of Akron Ohio and Mesa AZ, we haven't experienced any thing but BAD customer service, LACK of technical support, LONG DELAYS with the unit simply sitting in the back of the dealer's lot, and HUGE bills to pay. Our current experience has been the WORST of all.
Your service advisor, Tash Natachu, at Camping World Mesa as well as your people at Camping World Akron, failed to advise us on critical maintenance items for our RV QG 5500 Onan-Cummins generator, especially the correct number of hours in the generator's maintenance interval. The most amazing part is that out of the 16 months that we have owned the vehicle, 377 days (12 months -12 days) our motorhome has been parked at CW/M's lot waiting for parts, and then service scheduling for repairs. None of the work orders of Ms. Natachu, Mr.Robert (another service advisor assigned to us) or Mr.
Rick Williams (Service Manager, who needs a LOT of customer service training) recommended any generator maintenance at all. During our most recent 3-day vacation, the generator would start but would only run for 2-3 minutes before stopping. We brought our motorhome on August 12th, 2017 for that issue and other repairs under warranty with Forest River, the manufacturer. Three weeks later we were contacted by Mr.
Boe Cottom (another service advisor) who said that the carburetor from the generator needed to be replaced. He also noted that due to LACK OF MANTENANCE the insurance would not cover the cost. The generator according to Mr. Cottom should be run every month for 1-hour, and also needed to have an oil change at 50 hours, after we were told at CW in Akron that maintenance would be at 100 hours.
From the beginning there has been misinformation and lack of technical support from Camping World service advisors who are supposed to have the experience and/or knowledge that the job requires. Today, October 13, 2017 we received a call where Mr. Cotttom was informing the vehicle was ready to be picked up and the total amount to be paid for the generator repairs was $1.380.15. When I asked why the final price had climbed so high when the carburetor was only $349 and we are now well aware that the total number of hours to disassemble, removing the old carburetor, installing the new one, re-assembling it and testing, according to the generator manual as well as several YouTube videos for the identical generator model would not take more than 1.5 hours.
Are we being charged $907 (more than 2.5 times the retail value of the carburetor) for no more than 3 hours of work ? Especially when all this happened because of a LACK of professionalism and communication on the part of Camping World. It was very clear to me that your Service Manager Rick Williams is a prime example that you don't care about your customers. He is very rude on the telephone, and resorts to yelling at us (the ones who along with other customers make his job possible).
We want a clear resolution to this, we will pick up our motor home tomorrow because we did not buy an RV to leave at your place; however, you have to realize that our inconvenience in time, leisure and money was only caused by your team's LACK of proper communication with us and related technical support.
If our motor home was parked at their place for straight two-to-three months at the time, and now they are saying the generator should be turn on once a month, the question is why they did not do it? Is that the way that your company makes money?
Product or Service Mentioned: Camping World Sales Representative.
Reason of review: Poor customer service.
Monetary Loss: $1380.
Preferred solution: Price reduction.
I didn't like: Customer service, Technical support, Rude managers, Lack of knowledge from some of their service advisors.