RV Buyer says stay away from this dealership
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- เผยแพร่เมื่อ 26 ก.ย. 2024
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✅ VIDEO DESCRIPTION
Darren had a really BAD experience at an RV dealership. Hear his AND the dealer's side of the story.
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Liz - Thanks for the opportunity to tell how we remain focused on Darren and all of our customers keeping them on the road camping. We hit opportunities like this head on as a family/veteran owned business and look forward to getting Darren in his happy place.
Stacy
Owner
Unlimited RV
Lemon
@@nomikaan No, for now I disagree. It might be later determined to be so, but the issue is lack of quality control / quality assurance at the factory and an incompetent dealer to address the punch list items. Anything can be repaired or fixed. All new RVs have punch list items, just like a new home. As long as there is not frame problems and the RV structure isn't leaning, it can be repaired. Electronics can be replaced and plumbing can be repaired. It would be nice to find all this out, before you depart the dealer or better yet, the factory.
I’ve considered buying a new motorhome to replace my 17 year old class A. But I’m so afraid of getting a lemon or one that has built-in issues. I have witnessed ineptness in RV service departments that have shocked me. One service manager told me that the manufacturers are shipping out rigs, with little, if any, quality assurance. Some manufacturers have instructed their dealers to handle the construction/design flaws. I think RVs are being made as quickly as possible, as cheaply as possible, using untested engineering and inexperienced workers. Regrettably, many dealer service departments are overloaded and using inexperienced workers as well. Fortunately, I’ve used TH-cam videos to learn how to do my own repairs as well as I can and save myself $170 an hour for shop repairs.
I so wish I would have made better decisions when younger, so I could afford a small one person camper. Oh well I live vicariously through you. So Thank you
The body language of the guy in the grey t-shirt would be enough for me. To sit there chewing gum and looking disinterested doesn't exude confidence in his work ethic. I hope your video Liz gets this gentleman's message out there and thank you for helping new buyers coming through.
Gray shirt smacking his gum and making faces and the lack of eye contact from the red shirt as well as his excuses for repeated service fails says it all. Just because you sell a few doesn’t mean a thing. I hope this video prompts a change at that dealership.
Totally unprofessional.
I like when he was popping a pimple or picking at something on his arm
Btw he ain’t chewing gum.
That’s chewin tabaccy
Also-chewing guy is in fact the father from corpse-bride!
lol, yes and then he is like picking at something on his arm.
The dealership needs to get rid of the arrogant looking dealership guy chewing the gum. One look at this guy and I would walk away!
The one that looks like he's popping a pimple on his arm toward the end? 🤣😂
@@IamMugs I went back and looked...sure enough
The gum chewer looked pissed off, I wouldn't buy anything from that guy.
100% agree. 1 second into the introduction, I was thinking, "that guy makes a horrible first impression"
he puts me off also, looks like he thinks he is better than everyone else, just my observation
The customer has shown an unbelievable amount of patience with this dealership. I would avoid this dealership like the plague. Thank you, Liz.
Of course one should avoid this dealership, they are obvious scammers. Instead of giving an interview full of excuses the manger should have given an interview saying this how fixed the issues on the motorhome we sold our customer.
Not sure why the gum chomping sidekick was there. He doesn't exactly inspire any confidence in the company. The owner admitted the problems, but I suspect there is no real intent to fix the problems.
I spent 30 years in marketing and my most important take-away from that time is this. "If you do a good job for a customer he will tell someone else about you. If you do a bad job for him, he will tell everyone." I'm sure this buyer has saved a lot of potential RVers a lot of useless trouble with his experience by telling his story.
Unfortunately some business models are such that selling is more important then customer service. One thing I have found is the ones that advertise heavily on the radio, or TV ones you want to stay away from. There is a reason they have to advertise so much to keep a steady flow of new customers. Had some flooring installed by a company that followed this model it started to buckle in less then a year. They advertised lifetime warranty after sending pictures to them they denied my warranty claiming it was my foundation was cracked. I started looking at Yelp and found 1000's of bad reviews. I posted one with pictures and screen shots of their denial of warranty. They called me the next day wanting to fix it all as long as I took down the 1 star review. I told them fix it and ill take it down but if it happens again it going back up. The power of social media is better then attorney's.
I learned this before the internet. It’s even more true now.
My husband and I own a campground in WI. We hear this all the time about dealerships. Once you drive off the lot, dealerships dismiss new owners.
I’m just amazed on how people continue to buy these things. You’re better off buying a bud and converting it. This is nothing new with dealers.
There are many bad financial decisions, but buying an RV has got to be close to the top. 6 figure price and they are broken almost 24/7. And as people pump more money into them they keep depreciating. @@BrianWaller-qe7gr
Wisconsin girl here. There is an rv dealer here that's buying up many dealerships. As I understand it, their operational policy's are causing the original, experienced techs to leave, forcing them to hire all newbies. This is a nightmare. Purchasing a covid unit is bad enough without throwing inexperienced techs into the mix. It would probably do you well to have an experienced tech at your location. Have a great season@
Uh.. yeah that's the way every vehicle sale works
Yeah blue compass is just as bad. All the big RV lots care about is selling. They give a crap after you leave with it. Forest River has been good with my warranty issues. A smaller dealership took ownership of these issues and fixed everything. Stay away from blue compass
I have to roll my eyes that Stacy, the owner, is publicly extending an invitation and welcome for the buyer to return. As if he is saying "Hey, no hard feelings, bro. To compensate you for the nightmare, anguish and your loss of many hours of your life, I welcome you back to the nightmare."
And at only $250/hr
and you can tell how much they care, because his head tech is there chewing like a cow over his shoulder while picking a scab on his arm as he says it. jesus, at least try to pretend to care for 5 minutes
I have worked in TV news for over 30 years and I have to say this video is amazing. I just look at those two from the dealership sitting there like a 60 minutes interview of some shady businessmen caught with their hands in the cookie jar. And I have to ask the question, "Would you buy an RV from these two?"
My hat is off to you Liz for getting them to appear on this video. I know how hard it is to arrange something like this where the interviewee's are not going to come off looking good. And I have to give a small bit of respect to the people for agreeing to do it. Let's see where this goes.
I agree Rick. I very nearly did not post this video because the dealer and manager came off so bad. BUT my advisor reminded me that they knew they were on camera. I removed the most cringe-y parts with the manager. In their defense, the owner said neither of them are used to being on camera. I hope they learned from this whole experience and do better going forward. Stay tuned for the update!
20 years ago, in 2003, I had to sue the dealer where we bought our first new travel trailer. The owner lied over and over in court. If I hadn't been able to back up what I had done with faxes sent to the dealer, I have no don't I would have lost in court. As it was, the owner got caught up in his lies and I won. It took a year and a half to finally get the major defects to our trailer properly repaired. Your effort to expose useless dealers is a wonderful thing.
Wow, what an ordeal. So sorry you went through that and glad you won in the end. Thanks for watching this video, see you in the next one in this series.
Wow, this RV dealership has an excuse for everything. I was waiting for them to just admit failure to the customer with an apologize and fix the issues but that never happened in this video. Dealerships like this will always remain strong to their cheap tactics until word is out and customers buy elsewhere. Liz, you're making a difference in the community and I always enjoy your videos. Be safe and God Bless.
He did finally apologize and I think this might have been a wake up call for not only the dealership but for the manufacturer too. I can see where both were at fault.
Yah how bout the goon sitting there chewing gum..LOL!
@johnspooner41284 Yeah, that guy was putting off some seriously shady RV sales guy vibes. If this is the “number 2” guy at this dealership, I wouldn’t walk, I’d RUN from this dealership.
do not buy here if you read these notes and watched Liz's video.
The more you watch the more angry you become.
Wow, he is very thorough & accurate. This dealership thought he would eventually just go away. However, he documented everything & really held the dealership accountable. Good for him.
Yes! Darren did great. I hope the dealer learns from this. Thanks for watching
@@LizAmazingif Stacy hasn’t managed to provide a good service in all the years he has been trading, he never will.
I always document and record EVERYTHING, esp. for legal purposes. Even phone calls, as if they have the right to record you, the customer, then what's preventing you from recording the conversation with customer "service"? I sell on a certain ecommerce platform and I have removed neg feedbacks rightfully so, because customers claim this and that, and I record the packaging process so I always win. Like my lawyer friend tells me everytime, "it's not the truth that wins in court, if is what you show as evidence and prove in court that counts".
Couldn’t help but laugh at the service manager (I’m assuming that’s what he was) chewing gum and picking at his forearms 😂 didn’t help at all.
I know it. I'm hoping they learn from this and do better. Thanks for watching.
...gag... :D So much for the professional front..
His name is Daryl, and his other brother is named Daryl, also.
Yeah Bubba smacking that gum and picking his scabs… lol
@@65obie I’m sure glad I’m not eating dinner now Mr Barrow! 😊
This dealer is full of excuses. He looks at the camera and knows he's just lying through his teeth. Glad this channel exists, I will never go there to buy an RV. They should rename their business "Unlimited RV Problems"
He BARELY even looks at the camera. That tells you right away something is not right. He knows it.
more excuses than a 5 year old
The guy sitting there chewing his gum and shaking his head certainly looks professional.
That's the first thing i noticed. He also looks very disinterested.
In his defense, many people just feel uncomfortable in this type of situation in front of a camera.
Could be just nervousness
@@averagejoe9249 Even nervous people look interested if they are. When I get nervous my hands shake. I know to not to draw attention to my nervousness. This dude checked out. The gum chewing could have been self-soothing but not the attitude.
Wise choice, Liz, to put the owner and service manager on camera. After watching them for 30 seconds, my "sleazometer" was going off the scale. If they had been my clients when I did litigation for 35 years, I would have advised them to stay off camera (because of the way they look), and to buy back Darren's RV at full price to avoid the very bad reputation this video is doubtless (but justifiably) giving them. I admire your courage for putting this video into the public domain.
Lol
My sleazometer drives me to outfit a Ford Transit myself
The assistant looks real interested and sincere in the interview..
In their defense, they were not professionals, not used to being on camera each week. But still...I was also a little dismayed. Thanks for watching
That Dealership AKA Stealership got called out and this needs to happen More often because this has been going on way to long. Darren is right wash your hands of that Stealership. The Stealership has fell on Deaf ears with his apology to Late to Little. Thanks for bringing this to the RV Life Community . Great Job Liz.
Thank you so much, TJ! Stay tuned for more, and thanks for watching
Congratulations! You people have totally talked me out of buying an RV of any kind. I’ll be roughing it in hotels and lodges.
Lemon lawyer Steve Lehto advises never to buy an RV
@@constanttravelerhotels and lodges suck as well.
If you buy an Arctic Fox or Lance,you are likely to have no problems.
@@michaelfinley9988 I never had a hotel room leave me stranded on the side of the road.
I would buy a very small, inexpensive travel trailer.
I couldn't imagine spending over 100k for a huge pile of junk.
Every time I think about buying a camper trailer I watch these videos and change my mind. I save $$$$$$ and sleep very well. Thank you!🙏
I want to sell you my RV. I promise to fix it AFTER you give me your money.
Absolutely! We have wanted a RV for a few yrs. No way! These are shady to say the least.
LOL. Service Manager so disinterested in this. There's your sign.
I would be reluctant to buy a Forest River RV of any kind.
Same here, it will be a forest River by the time the leaks come
I totally agree, after our last Forest River rv, we would never buy another rv from them.
Good to know. Thanks for this, Rosemary!
The only manufacturer for fifth wheels I would buy from it's New horizons out of Kansas City.
I would never buy another forest river our last one was forest river something broke every time not every other but every time we took it out
Thanks Liz for using your channel to help this man. Nobody should have to go through this especially being brand new!
You are so welcome. Thanks for watching. It was such an ordeal for Darren...and it's not over yet.
LIZ...did you look at the faces on these two guys from this dealership.Chewing gum and looking like somebody had done them an injustice.Thank you for naming them.They suck and i would never buy an RV from them ...actually i would cross the street to avoid them.Thank you so much for showcasing whats wrong in the industry and the dealers that suck.
Yep. I am just hoping that they learn from this moving forward. Thanks Karl!
The 2 men were looking down way too much
@@jamesrichie4914 did I write that? Oh my. Need new glasses.
Agreed, the gum chewing was over the top.
"I feel like I'm shining a light on the RV industry", says Liz. TURN UP THE BRIGHTNESS. WE NEED MORE OF THE AWESOME WORK YOU'RE DOING ON THIS CHANNEL.
I took my RV into camping world, someone knelt on my plastic water supply and cracked it, did not admit it, would not take responsibility for it🤬🤬
Wow, during this entire video, my husband and I kept looking at each other saying, “that sounds awfully familiar!!”. I’m so sorry for what Darren has had to go through. I have to give a huge shout out and thank you to Liz for shining a light on the rv industry and looking for some accountability and customer service!! You’re an amazing lady Liz!! ❤
Best video you ever did and thousands of us can relate. RV dealers suck.
Ours was pretty responsive and is good about keeping in touch, and the tech was very helpful and shared with us that he had eight years experience and shared a lot of information about the process and realistic expectations. The salesperson often sets up the shop guys, and they take heat for empty promises, especially when a part is needed. I’m so sorry for the experience of this poor guy.
This actually sounds like a lot of car dealers. You're their best friend while you're buying the car, by the next day they don't know or care who you are.
Just noticed the uninterested gum chewing guy, was picking at some bloody thing on his arm (18:20) 🤮
With out a doubt the biggest joke I have seen yet, disgusting.. Actually waiting for him to start picking his nose 😳
That video by the dealership tells you everything you need to know about them.
Stay far, far away !!!!
Thank you for exposing this dealership...
He was so bored I am surprised he didn’t pick his nose.
Glad this showed up in my feed. I've never owned an RV, I've thought about it, and now I never will. Thanks Liz!
LET'S START THE REVOLUTION LIZ!! Thanks for taking the time to share my story. It's great that both sides were told so people can make their own decision. I hope Unlimited RV can make changes and become a dealer that people can trust, but all my experience with them and the proof I have provided suggests otherwise. Stay safe and happy travels Liz!!!
THANKS DARREN!!! You are a TH-cam star now, hope you had a watch party! I so appreciate you telling your story, this video has already proved to be helpful to so many people! Let's hope Riverstone does it right in October. See you out here after that!
Darren - Thanks for being a customer of Unlimited RV. I hope your camping trips I’m September have a lot of golf and relaxation. Let me know how the trip back to Riverstone goes and anything else my dealership can do to keep you camping.
Stacy
Owner
Unlimited RV
@@whitewoody1775 Stacy, I think all of us watching this video saw your sincerity and genuine concern for your customers! We look forward to seeing the changes you promised to institute within your service and sales departments! Best of luck in the future!!
@@Luv2flyMD I dunno....talk is cheap. Anyone can look really earnest and say "Gee, we're sorry...we promise to do better next time!" Actions (or inaction, as the case may be) speaks louder than words. "Unlimited" had *_many_* chances to render good customer service to Darren, and they blew *all* of them. Including multiple emails and phone calls that weren't returned. How difficult is it to return an email or a phone call?
@@Milesco agreed. read all the 1 star reviews on google. many of them just like Darren
Thanks Liz for what you do! RV owners need to hold all manufacturers and dealers accountable for the products that are being produced and sold. RV’s are very expensive and some of us have saved up all our lives to buy one. If mine was not working most of the time I’d be devastated. My hubby and I want to purchase one by next January but are totally afraid to spend the money due to quality issues. Please, those of you who have great units please let us know the brand so we can get on the road. Thanks to all🤗
Hi Jan! Join the Facebook group for the brand and floorplan you are interested in. Ask all your questions there to find out the real scoop before buying. Happy shopping and thanks for watching!
my advice don't buy one with slide outs. think like this ,your rv is subjected to hurricane force winds and earthquakes every time you hit the road . if you buy a rv you better be a mechanic or carpenter. just sayin good luck.
If it were me, after seeing all this STUFF....I would either buy a relatively inexpensive (and small) camper van, or a teardrop trailer, and go from there. From what I can see about RV's.....they seem to come with more issues than the archivist at National Geographic. When you are a lover of simplicity like myself, so many things in life are simple.
@christinesilva2034 100% correct. I've said the samething. I own a Forest River Hybrid with opposing slideouts for 4 years. No problems....yet, yikes. Knock on wood. Slideouts are nice but that's just one more mechanical issue to break down. My next and final one most likely will not have slideouts...another suggestion, get that extra protection under the wheel wells. Tire blow outs are trailer killers.
The Man at the dealership is lying. Watch his lack of eye contact while speaking. Great video! As always Liz your videos are always educational and you are always helping. Thank you for this fantastic channel
with all the great knowledge and advice that you give..
A Ten Star Channel ⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐
Awww, thanks so much for your support! I really appreciate you being here. Feel free to share this video. Enjoy the rest of your weekend and see you in the next one.
This buyer has incredible patience. I had a pull behind for 11 years. All the memories of those 11 years started coming back to me listening to this story. I’m so happy to have excited the RV World to never return.
The cud chewing is awesome.
Warren Buffet (I believe he owns Forest River) should see this post. Word of caution to all buyers: if you ever meet a service mgr who constantly blinks, chews gum like a football coach and looks so disinterested- RUN away>. Liz these types of posts are the only way to force change in this industry. GREAT job. The y need to all act like auto dealerships and we need laws to assure and hold them all accountable. So sad..Good Luck to the owner..
I was going to comment also about the body language of the "service manager". Appears he could have cared less. It will be business as usual once the camera is turned off.
Forest River is MY absolute nightmare!
I'm glad someone else noticed how dis-interested the Service Manager was in all this! The owner seemed earnest, but you go to see what the frontline thinks of all this, could absolutely not care less.
@@kellysmith5521 the owner probably has a few hundred thousand dollars invested in this business and the service manager probably can't wait to get out of there and move onto his next sucker to get a commisiion from.
Yes, because WARREN SITS AT HOME WATCHING TH-cam ALL THE TIME.
It’s so sad what Darren had to go through to bring light to something that has probably been going on for a very long time and it seems the dealership is just coming forward because they got caught.
Probably??????
I feel that the only reason Stacy did the interview was due to all the exposure this story was going to get as a result of your channel, Liz. Unless you personally witnessed the big sit-down he had with staff, I have my doubts about it actually happening. And his gum-chewing assistant back there looked pretty bored
Yeah the gum was a definite no.
I actually cut out some of the scab picking bc it was so cringe-y. Thanks for your comment, and I truly hope the dealership learns from this.
Yeah, his sidekick looked like he was forced to be there.
We have and will continue to meet with our team, that’s what winners do. Lose a game, get back up, win the next one. Stacy
I’m glad Jason as there. He’s my technical expert, can’t know everything. Sorry the gum
and such was distracting to the viewers, we don’t do interviews weekly like the pros.😎
It never ceases to amaze me that people think the salesman is their friend and that the dealership could care less after the check clears. Sales is a high-pressure vicious business. They don’t care about you, they care about making a sale and after that sale is done and the check is in the bank. They move onto the next sale.
01:20 RV dealer/owner: "Just making sure we're listening and doing everything in our power to take care of (the customer's issues with his new RV).". Expression of Service Director at 01:23 is priceless.
Hi Liz 😊 thank you for the great video! I have a feel-good story concerning my RV purchase. When my class c RV was stolen back in January, the whole team at Bish's RV in Junction City responded right away and assisted me with all the necessary paperwork. As a full-timer it was a big deal to lose everything you owned at one time 😭 they came through every time the insurance needed paperwork, and even texted and called to make sure I was doing okay. They stayed in communication over the next 5 months and when I was ready, they were there to assist me with a new RV. I respect their guidance and support. ❤ Sending you love! Jennifer
Good to know!
Thanks Liz for your empathy. RVers really need this kind of help. The exposure to dealerships is priceless and very needed They need to be held accountable. Keep up the good work!
Thanks so much for your support, Rusty! See you in the next one!
Rv’ers need to know what modern junk built for suckers is when they see it.
For the price they pay you could have a real RV built from a old greyhound that could last for 75years with good maint.
I am so disgusted with RV dealerships these days! It always seems it's the customer's responsibility to avoid being screwed over, as opposed to the dealerships being held accountable when THEY do in fact screw someone over. My husband and I just purchased a brand new Jayco Eagle from a local dealership, went through it while it was still on the lot and had the typical punch list of things we'd like done...i.e loose molding, adjust door, tighten pantry door screw...nothing major. We signed the paperwork to get the ball rolling and went to pick it up 2 days ago. I live in Massachusetts and they do not allow temp plates, so therefore we had to register and insure it before we could take it home.. It was essentially ours at that point. During our orientation, we noticed some of the items on the punch list were not done.... no big deal as my husband said he would just take care of them himself. During the orientation, we also noticed a discolored LED light above the sofa. We asked if they could replace it, which they agreed to do so. We also expressed our concern of a possible leak causing the discoloration... They assured us it was probably condensation from the AC. Ok, we accepted that explanation as it was pouring rain the whole time we were there, and we didn't witness any leaks. We accepted the RV and drove it home. By the time we got home, it stopped raining so my husband wanted to climb up on the roof to check out the solar panels. As soon as he got up there, he noticed something severely wrong. Footprints all over the place and a very large soft spot by one of the AC units, along with rippling and delaminating. Upon further investigation, he noticed a large amount of silicone sloppily placed around the AC unit. He is a builder and knew right away this was trouble. This was due to a leak and the integrity of the roof was damaged and it would have to be the same. Not to mention possible mold due to the fact that this had to have been an ongoing leak. This type of damage doesn't just happen in a matter of days. We immediately notified the dealership, it was after hours, but they did reach out to us the next morning. They told us to bring it back so they could investigate the situation further. My husband is demanding a replacement RV or our money back. We are still waiting to find out what they are going to agree to. It may be a long shot, but they clearly knew there was an issue with water damage and tried to put a bandaid on it with a glopping amount of silicone. They deliberately and with intentional malice tried to defraud us and were hoping we didn't find out. They agreed that this definitely didn't happen in the two hours we had the RV.... SO finger's crossed we come up with some kind of mutual agreement with this situation. We certainly didn't agree to a reburbished RV when we signed the contract. Not to mention how much it will devalue our brand new RV! I'm so upset about this.
I purchased an older RV up north and what in Wisconsin and they sold me an RV that had four year-old tires on it. Needless to say they popped while I was in transit taking the unit down to Florida. I called the Sales guy with no response so I went on their Facebook page and posted what it happened to me and I had a $1500 check within two dayspost on social media has taken place on Facebook. Just make a post on there and I’m telling you that will make all the difference in the world.
I'm glad you're putting videos out on this subject. I think people need to do as much due diligence on the dealership they purchase from as they do on the make, model and floorpan when they've decided to purchase an RV. The dealership is the ultimate make or break for me.
Thanks so much for your support, Patti! Glad to have you here. Stay tuned.
Thanks Liz for sharing this video. I'm going to definitely stear clear of Unlimited Rv in KC. It drives me crazy when people don't respond to emails or even phone calls in a timely manner. Spending thousands of dollars on a camper that has problems a day or two after delivery is uncalled for. The dealer should be a shamed of themselves. No excuses.
I should share this video with the dealership we bought our rig at. We also failed to get an inspection and they were just as unresponsive to us. They were in the process of being acquired by Compass RV and it seemed everyone was being repositioned in their job responsibilities. Of course that, and the local RV show, was their excuse for ignoring our emails and phone calls. Call me nieve, but you don't need an inspection when buying a car and it's illogical to need one when buying an RV. Then again, you get one when buying a house. Where do we draw the line? I'm not a big proponent of government intervention, but something needs to be done in the RV industry and the RV components industry to make them accountable for quality control. Big Truck Big RV once did a video about people's claims that RVs are junk. He was very defensive of the manufacturers. Ironically; his next new, high dollar rig was fraught with quality issues. I'm sure that was a hard pill for him to swallow. Maybe it's time for a class action lawsuit to bring accountability to the industry. Thanks for such an informative video, keep them coming.
Thanks for the support, Sandra! I sure hope this series brings about change. So sorry you also went through a frustrating time with your dealer. Have a great weekend and thanks again for your kind words.
Oh the patience of this great customer! You deserve respect just for this, Sir.
Excuse after excuse.. It sounds like they're in over their head and simply cannot give satisfactory customer service to everyone. it's so sad but not suprising.. Great video Liz!
Thank you. Hoping to bring much needed change to the RV industry. Thanks for watching. And stay tuned for a follow up tomorrow.
Good video Liz. Horrible dealer experience, I agree stay away from this one. They make the argument about personal and lack of communication but they got his money and walked away. Glad they were exposed. I hope that guy gets it done in Elkhart. This is a great way to get the word out. My question is when is it going to stop?
Liz, I appreciate you giving both sides of the story in a very fair and equal manner. I'd love to hear about other's experiences good and bad. Especially the good! Like, point us in the right direction! 🤣💛
Yes indeed! I will be doing more and definitely want to highlight the good. Thanks for watching and commenting, Wendy.
To buy a new rig with all these problems and then be told they would not be looked at for months is way off customer service. I bet the guarantee didn't stop while the buyer waited, or is that part off the plan.
My nephew is a mobile caravan mechanic in the UK, his dedication to customers is way above what I just witnessed on the video and he doesn't even sell them the vans.
He has turned out at night to get a problem sorted so the folks can leave in the morning. The police call him to broken down units because they know he'll get them going and off the motorways system.
Liz, you’re doing a great job. I’m sure the RV industry is not a friend of yours. Don’t get intimidated and keep up the great work you’re doing.
Thanks Liz for exposing these terrible sales and service people.
I don't understand why Darren went through with the sale in the first place? He discovered the dealership LIED to him about what systems his unit had, and it didn't match the specs he thought he was getting. The first inspection was the walkaway point of never doing business with these people, yet he continued into a fairly useless second inspection and still didn't walk away. I'm sorry for his problems, but there were big waving red flags right from the beginning, and he ignored or handwaved them away. He had help from an experienced friend but didn't seem to have gotten the benefit of that experience. I think poor Darren is going to be that kind of overly trusting buyer in the future, and this won't be his last bad experience buying an RV.
Thanks for the comment, but I knew the specs of the rig and I received what I wanted. Because I knew the specs I ended the first delivery inspection when I knew what they were telling me wrong information and why I requested a second walk-through with another tech. Nearly every issue I've come across have stemmed from quality from the manufacturer or quality of service from Unlimited. My mistake was thinking if I had some small issues, or any issues, Unlimited would provide customer service and not lie about completing work they had not.
I commend Darren for doing the research and knowing exactly what he ordered. I think he went above and beyond (firefly, shower issues). Hoping his issues with the camper get resolved at the factory. Thanks for watching.
Oh
Great idea doing this video, however I can guarantee that owner looked at how many subscribers you have and thought it would be a good chance to redeem his dealership. I couldn't help but notice the guy next to him chomping on his gum during the interview looking like he could care less. That would be the guy you have to deal with to get the repairs. NO THANKS!
Yeah, I hear ya. I am hoping they learn from this incident and do better. Thanks for watching.
Liz, THIS is your new path in life! Your reporting is interesting, enlightening, and satisfying! Keep it up! Personally, I researched for years before purchasing, almost didn’t buy an RV, because I didn’t want the headaches, before we finally discovered and bought a Pleasureway. (Class B for two) No manufacturing problems or defects, only maintenance for 6+ years so far. Good luck everyone!
Oh, so glad you had good luck with a Pleasureway. And THANKS so much for your support in my new path! Stay tuned!
Looking up Pleasureway....
@@tropicaldaze23 I've heard good and bad about Pleasureway. Your best bet is to join the Facebook group of the floorplan you are interested in and get the scoop from owners. Happy shopping. And see you in my brand new video right here: th-cam.com/video/lThzzjh08h8/w-d-xo.html
I am so glad I bought a used fifth wheel that was built before COVID. I have had no problems with it since I bought it two years ago.
Thanks Liz for your care and concern for others. How do you locate a qualified inspector and not end up with someone who just says they are ?Peace ,health and happiness to you always.🥰
Hi Charlene. Go to the NRVIA website. Next, read reviews of the folks that are on that list. Then call and interview them to get a feel of what kind of service they provide. Thanks for your comment!
Easily one of the best- and most critically needed- videos you have done to date. Thank you for alerting future RV buyers about the importance (again) of having a third-party pro examine anything you're buying- new or used.
I'm so glad I found this video. I have not gone camping for decades. My husband has been going through chemo since July of 2020. He has to be very careful about his health. He bought our RV (a 2023 Jayco Redhawk SE 27N) so we could visit family. When we went to the dealer to buy and pick it up, we had to have someone drive us there. After getting there, a person took us to show us how to work the RV. The first thing he showed us was the generator. It didn't work. After that, my brain was not functioning properly with problems already, and looking at going to pay that huge price at the office. We had paid to had the ceramic coat put on the RV. The passenger side was all funny looking dried droplets. We also paid to have the camper cleaned (I am allergic to the sawdust) and to have the coating put on the furniture. There was sawdust all over. The windows where not cleaned. You could see big dirty strips. I understand about streaks. I can't get those cleaned. But these big spaces that were not even cleaned were disgusting. After purchasing the RV, they kept it 2 days to fix those things. I still don't know how to use the RV. I was told it had the waste water flush. It does not. The kitchen drawers are sliding around when we drive it. We used it once so far. I don't even know where the water filter goes. 😢😢😢 When I asked the dealer about how to learn to use it, I was told to go to TH-cam!
I think the Jayco builder needs to do better workmanship. They are cheapening it down, Our RV did not even come with a ladder to get to the bunk. 😢 The seats for the table slide off when we drive. I did buy velcro strips and those stay in place. The dealer did try to help but I believe they are so busy they can't keep up. The dealer is over 1 hour away from us. My husband can't drive that far. So I need to have someone take me.
I am still afraid to use it. The booklet that came with it is useless, For example it says to call your dealer to find out the size of your water tank. WHAT? This booklet is made for so many different types of Jaycos that it doesn't make any sense. We did not have someone to help us purchasing nor someone that knows about how to work it. We did finally get to see our family for the 1st time since 2018. ❤. I miss them terribly.
My husband feels bad because he can't help me. I feel bad because I can't figure this stuff out.
I hope you can help people with things like this. No fun camping this year. I don't know how long mu husband has. He was terminal in 2020. 😢😢 Sure didn't want added stress.
Thank you.
Oh my goodness. So sorry. Join the Facebook group for your make and model. Post your questions there. You should be able to find lots of people willing to help. Best of luck and hugs to you and your hubby
FYI for anyone buying big... Many State and National Parks limit some campsites to RVs less than 27 feet long. This is why you see a lot of Travel Trailers that are like 26 feet 11 inches long. So a 45 foot RV is certainly nice, you might be limited if you ever decide to go a specific National Park.
Great video! I can absolutely see this entire scenario play out and how the customer's statements to the dealer are not dealt with. Someone at the dealer needed to take ownership of the punch list of this RV and then follow-through and complete all items. This is not rocket science. It is simply customer service. I am heartened that Forest River/River Stone seemed to offer the best resolution to the customer's issues. I hope you give us an update on his appointment with the manufacturer.
Thank you Liz for exposing this type of situation…hoping these types of videos will encourage dealerships to open their eyes and step up to better customer service…. The gum chewer has got to go away!
Hi Liz, like you I have an older motorhome. I bought it new a 2005 Monaco Diplomat. The dealer Bretz RV wanted me to stay for 4 days in the RV to make sure it was right. I could not do that due to a death in the family so I guess I was lucky because everything was perfect. My coach has had a couple of cabinet latches go bad however other than routine maintenance she has been great. I have over 90,000 miles on her and I replace the batteries every 5 years and tires at about 8 years (she lives in a garage when not being used) I take her out for exercise every month, if I have not used that month. I have run my generator for up to 2 weeks without shutting down. When driving I am always running the generator for the air cond. and towing a car or jeep. Monaco built a great product
I've heard good things about Monaco, Gary! Thanks for commenting about yours. I look forward to seeing you out here. And thanks for watching.
Great video Liz. I feel horrible for this guy. I have my own headaches dealing with RV dealers. Most appear to be crooks and have no morals!
We purchased a new 2023 Grech turista lithium ion 4x4 from General RV in MI in August of 2022. The short version is that; the rep tried to pass off a 2x4 for the 4x4 we negotiated for. We asked him where the 4x4 badge was located on the camper. His response was that Grech doesn’t use 4x4 badges. We demanded that we be shown the front axle so they grabbed a tech and instructed him to craw under and confirm the van is 4x4. The tech inspected it underneath and announced that this van is rear wheel drive and not 4x4. Their response was, “do you really need a 4x4”? So, they were attempting to sell us a 2 wheel drive at the price we negotiated for the 4x4. Then the sales mgr told us there is a 2023 Grech available at another dealership a couple hundred miles away that 0we could purchase that’s a 4x4. We analyzed the situation and agreed to do that. I responded withNext thing out of his mouth was “ would you pay $10,000 more because initially we were looking for and negotiated for a 2022 model and they found and offered the 2023 model”.
Wowsa, Douglas!!!
Gotta love the 30-30 warranty...30 feet or 30 seconds, which ever comes first.
Yeah, never heard that before but that's about right! Thanks for watching.
This service is why the Better Business Bureau exists, and lawyers. Great job Liz!
BBB is yelp for old people.
Wow Liz, you are on a roll! You hear too many horror stories about problems with warranty service across the whole RV industry, and it seems like until they are called on the carpet by exposure to the masses, does anything get done! great job again Liz
Thanks Kathy! I am glad to shine a light on this for sure. Glad to have you here and your support!
Just awesome how you helped this man out with all the problems he had with the dealership. Thumbs up girl!👍😎
This channel has great potential to benefit all RVers. Great job! We need channels like this.
The unprofessional conduct and body language of the service manager will be the reason for that dealership to die of its own reputation. They blew this man off at literally every stage and the owner could do nothing but make excuses for their nonsense. I would not have permitted them to treat me like that and I would have initiated litigation. This is a disgrace and that rude, gross arm picking … individual is disgusting.
Didn’t buy my RV yet, but I find your videos very informative
Thank you, Mike!
Thank you for bringing this to light, Liz. How to turn a dream into a nightmare, I feel very sorry for Darren. Unfortunately, these horror stories have become more the rule rather than the exception. Our previous RV was a Forrest River Class A, we had numerous issues with the coach related to really shoddy workmanship and build quality, many problems were caused by the dealer itself(!), now out of business. We became so frustrated that we traded it for another Class A of a different brand. I would not own another Forrest River product. It is on me that I did not have an independent inspection done on that coach before purchasing. Given the current state of the RV industry, I can't emphasize enough the importance of getting an independent inspection done before signing on the dotted line!
I think the kid chewing the gum did not seem happy
HIs body language was not good. Thanks for watching.
We drove 3 hours out of our way to see a new rv to just find out it was in a wreck. The salesmen explanation was at least you saw the floorplan so you can buy one 3 states over sight unseen with nonrefundable deposit.
Great job, Liz! You will be the Barbara Walters of the RV world, only much better and more enjoyable!
Stacy,the owner, took it seriously and gave it his time and attention only when he knew that a very bad review was about to go public. He wanted you to include that he called you on the record.
Stacy stated he had a nice conversation with the owner and "I actually apologized". He was very proud of himself that he apologized. Of course, all words, no action throughout the many months of the buyer living a nightmare. Also, the manager aggressively chewing gum and often looking like he was done sitting there, for many thousands of our viewers to see, is a tell of the disrespectful way customers can expect to be treated.
What a shame this unrelenting nightmare was the first experience this new owner had. Please keep us posted.
BTW, the dealership should also heed your advice and hire a professional inspector. They obviously don't have one on payroll, or they don't do their job.
I have a 2022 Coachmen Beyond 22D that we bought new back in 2022. I bought it at a dealership in Buffalo NY and I live in Alaska. We have had a few issues with the plumbing, screen door, and the Firefly system. I have been able to get service information from Forest river and I have repaired all these issues myself. The nearest dealer in Anchorage won't do any service for me since I didn't buy it from them. I'm retired so I enjoy learning the details of the system and working on it myself. If something major happens then of course I would seek out the chassis manufacturer (Ford) or make Forest River work with a local RV dealer for the repairs.
I keep hearing the comment "We should expect small problems with a new RV". I say NO YOU SHOULD NOT. If you pay $100k+ for anything, it should be perfect, period. If I buy a 50k automobile, I expect the vehicle to be in perfect condition upon delivery. When did this whole idea that expensive RVs are expected to be delivered with problems is "normal" come to be?
I agree with you 100% I hope this series is a wakeup call for the whole RV industry. Thanks for watching and stay tuned for the update.
Thanks for another excellent video, Liz! So much to unpack here. The focus is on the dealer, but the manufacturer needs to be called out here as well. Most reputable dealers can do a good job when things go through a normal flow. Most are neither prepared for, nor good at executing the exceptions, like Darren’s experience. I would suggest to this dealer what I have suggested to others: at the first sign of an unhappy customer experience, assign an individual to be the point person/case worker/customer advocate. This would be someone who knows the processes and can shepherd the issue through to resolution. The most important task would be communication with the customer throughout the process through resolution. Additionally, instilling a culture of customer satisfaction throughout the organization would be great for business. Just think how different Darren’s experience would have been if EVERYONE in the organization knew about the trouble he was having and felt responsible for helping him as much as possible.
Here’s how I see it:THE DEALERSHIP GAVE VERY BAD SERVICE & THEY GOT CALLED ON IT😂! They’re doing DAMAGE CONTROL😮!
That dealer owner's assistant mgr looks like a hit man!
His body language sure says a lot! Thanks for watching, Lauren!
ha ha! im glad im not the ONLY one that looks at body language. How a person dresses, does their hair, stands, walks, moves, sits, looks at you or NOT, says a LOT BEFORE they even OPEN their mouth, eh! Recently my hubby and i looked at a car a guy had for sale. we met at a parking lot. I could tell within 10 SECONDS of this guy getting out of his car and STANDING a certain way, that this car had been driven hard and put away wet! (old horse racing term of a thrashed unit for sale) so my hubby went for a drive with them, i stayed behind. he came back in less than 10 minutes and he reported to me immediately that the car had literally been driven into the ground, really hard! I laughed! 😆😆🙄@@LizAmazing
Lol
I've dealt with a fair number of RV sales lots. In every case, this is the kind of garbage service I have received. I am of the opinion, there are no good ones. Where I did get a great feeling was at The Casita factory. They have the same opinion of dealers and as a result will only sell direct to the buyer. They also recommend that buyers stay one night at or near the factory before towing the unit home to be sure there are not problems. Ever hear of a dealer saying that? We did wind up with a Casita and are very happy with having no problems other than a failed light bulb. Pretty quick fix.
The dealer dropped the ball, multiple times. They did offer to make things right going forward. Judging by the person in the grey shirt chewing gum in front of a customer or a camera is bad manors (rude). The owner not calling him out would not give me confidence in them ever catching the small things. Credit for the owner addressing's the buyers concerns on camera.
The owner of the rv place was giving LIP SERVICE! He should have made it RIGHT FROM THE START! That's probably a $150K TRAILER!
This story is more the rule than the exception. The sales dept. acts like your best friend... until you sign the contract. The service dept simply doesn't care because the dealer/shop has your money. My personal experience when buying a motor home went very well on the sales side of the process. They make you feel you are important to them, they talk to you about personal things giving you a sense of caring. It's such a game. The walk through was such a disappointment, the "kid" talked fast and I had to ask him to repeat a lot of things. He became impatient with that and said he couldn't spend anymore time with me because he had another walk through. This kid was not very well informed; he didn't know where the fresh water drain was or the low point drains, didn't know if the slide could be manually moved in if it was stuck, talked about the solar panels on the roof... there are none, etc, etc. It's a shame they have no moral integrity or commitment to their customers.
Yes. It is so wrong to put a newbie in charge of the walk thru. You definitely want someone who knows more about the new rig than you do! Thanks for watching.
I was lucky when I bought my motorhome in 2014. It had a few minor things wrong, but it was fixed by the dealership promptly. Knowing what I know now, I would never purchase an RV without a complete inspection by a certified inspector. I hope things go better for you.
I bought a 2018 HT 5th wheel on 1-1-20 from Terrytown in Grand Rapuds, MI. I had very good service. I would buy from them again.
I would have lost my job if I handled any of our customers the way these RV dealerships treat their customers after the sale is done. We bought our class B camper van in April and the issues still haven’t been fixed. And they tried to cover up a huge issue, but I just happen to be smarter than them at the time unknowingly. Sad I felt I had to have one up on them. And “they are not perfect” well let me tell you, they need to strive to be. My job depends on it. And if I make an error, I’m on the phone right away. Not giving anything away, just apologizing and making sure they get taken care of. Glad you are reporting it all Liz!!!! ☮️❤
Thanks Kerry! Yes, I don't know why it is that the RV industry gets away with treating customers so poorly. Things definitely need to change. Stay tuned for my follow up. Thanks for watching.
I found the man speaking for the dealership, his eye closing, lack of eye contact and blinking makes me wonder about the sincerity of his comments.. The service manager was the same- I don't think this experience is isolated based on their expressions and they know they were wrong.... Whether they make actual changes that they say they intend to make and stick to remains to be seen.
The dealer would not even look into the camera, this definitely does not bode well to his being truthful. Take Daren’s information and stay away from this dealership!!!!!!
this is why i bought a used rig all the shit already brokeand fixed before i came along. Been perfect 1.8 years now full time. No issues. It was 2 years old and barely used.
That's a good way to do it. Thanks for watching.
Wow, first I can’t believe this dealership agreed to this interview. Second I can’t believe this customer hasn’t burned down the dealership.
I know it. They just kind of made themselves look bad at every turn. I sure hope they learn from this and do better.
We have this exact same model and had it professionally inspected before we moved it off the dealership’s lot. It was a well-spent $1200.00.
Thank you so much for your comment, Jeffrey! Very helpful and I'm so glad you got an inspection. Thanks also for watching and stay tuned for the update.
Firstly, Liz I do think you’re amazing. What a nightmare! Darin, so glad you inserted yourself and pushed to get things done right. Love this type of format Liz and I would enjoy seeing more. This is a great service to the RV community and its a great service to the dealerships. It puts them on notice and helps them to raise the bar to fix their problems and provide a better customer experience. Nicely done!!
Thanks so much for your support, Mark. Yes, I will be doing more of these for sure! Enjoy the rest of your weekend and see you in the next video.
Nice video. I like that you had both sides involved. I didn't get the feeling the service manager was interested in this issue at all. He showed absolutely no interest other than chewing his gum and wanting this to be over with. I want to believe the owner but there were just too many things that happened to think this is a one off.
I have worked in direct customer service jobs (IT) for many years and acknowledging the issue is certainly the first step to solving problems but there just seemed to be failures or excuses at every level that contributed this this poor guys problem. That starts and ends with management.
You're right about that, Michael. Yes, the service director's body language was very telling. I hope the dealer learns from this and does better. Thanks for your comment!
Trust me, he’s interested. Unlimited is where we are because we are very interested in the customers experience.
@@whitewoody1775 Unfortunately, our level of trust in your words is not where you would like it to be! MO is the 'show-me' state, and - while you showed great interest - your service manager couldn't have shown that he cared any less unless he had gotten up and walked out.
At the dealership I worked for we hooked up power and water to each unit we demonstrated so the customers could see the all the functions working properly. I was the main demo guy and a lead tech. You can’t have newbies demoing a unit of this size and cost.. insane
I know!!! I couldn't believe he said that. That was not my experience at all. Thanks for your comment!
fantastic video, I had considered buying an RV. Based on your videos I am now going to avoid purchasing a new RV and probably any RV. What this customer went through is unforgivable. I would have expected that RV dealerships were similar to new car dealerships with the warranty process. That appears to be far from the case