phartlov
Simi Valley, CA
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Joined: 01/01/2008
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Hello all, this is my first post on this forum and I felt it was obligation to tell you about an ongoing issue with Mike Thompson’s RV in La Mirada CA. I apologize for the length of the post but here is the story.
So I was in the market for a new 5th wheel toy hauler and came to like the floor plan of the 3612 Raptor made by Keystone, and Mike Thompson’s was the closest dealer. After signing the paperwork on October 28th, they shipped the Raptor from a local lot. I was to take delivery November 1st at 4pm from their local location in La Mirada California.
Part of the deal was to take delivery with a full tank of gas in the trailer and to fill up the tow vehicle. Well, since the trailer was not ready to leave the lot until after 9:30pm, it was agreed upon that I would submit the receipts and get a reimbursement. I sent over the receipts on November 5th and verified the fax was received. I spoke to my salesperson Merric Robinson every Monday from November 5th until now about the related issues and until recently, he has blamed everybody including the finance department and his boss, on the check not getting cut. He is now ignoring and not returning my calls. On December 21st I contacted Merric’s direct Supervisor, Robert Chavez the Sales Manger of the Trailer Dept, and he assured me that the check would be shipped out that day and should arrive prior to the New Year and here it is the 2nd and still no check.
Another issue arose when I took the rig out on November 9th for the first time; the remote that was included for the DVD player was the wrong remote. I brought this up to Merric’s attention on November 12th and asked that he look into getting me a new remote. It has been more than a month and a couple of trips out and so I bought the alpine remote that should have come with the rig. This was another issue I brought up to him every week when we spoke. When he started ignoring my calls I called another Sales Manager Jeff Bailey on Thursday December 27th and still have not received a call back.
I have been in Retail Customer Service for the past 10 years and in Management for the past 2 years. There are really only 2 things that make customer service work; under promise and over deliver. And keep your customers in the loop. These were 2 simple issues that could have been resolved in one call for just a few bucks. I no longer am looking for compensation for these problems; I hope everybody that reads this thinks twice before buying a RV or trailer from Mike Thompson’s.
This post will be posted at superdutydiesel.com oilburners.com if you want to check out those forums also.
Thank you for your time.
Please leave comments.
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Bucky Badger
Madison, WI
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Joined: 11/05/2007
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Sorry for your trouble. Sucks when retailers don't take care of customers. I guess they don't know what word of mouth means.
Fred & Jodie, dogs, Zoey & Bella
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Big Katuna
Deland, FL
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Well phartlov, if a tank of fuel and a remote are your only complaints, you are getting off the RV hook easy. They are probably swamped fixing jammed slides, fridges that spontaneously combust, microwave ovens emitting lightning and leaky roofs and too busy to hunt down your remote. I'll bet if you follow up real polite like in a week or so once their hangovers are gone and they will make good on your problems.
My Kharma ran over my Dogma.
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phartlov
Simi Valley, CA
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Well those are only the problems taht are easy to fix. I have a misaligned slide, a gray tank valve that leaks cracked fenders from one trip out a chipped gen door and a fat scratch on the fiberglass. These things get taken care of through warranty. people ditching calls after you buy the product talks volumes about how people do business.
Just My 2 cents.
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flhtci-rider
Montreal, Canada
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if they say "the check is in the mail" Ask them very nicely that you would like the number of that check..That really gets them going. Or even better ask for the accounts payable and then ask for the number..
 2006 Scepter
2008 24' Haulmark EDGE
2008 Grand Vitara
My best friend DW
1 fur ball Max (AKA - PITA)
And enough solar power so I never have to start the Gen Set
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DutchmenSport
Indiana
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Why not have EVERYONE you know call (do a phone blitz) Robert Chavez and ask him why your check hasn't been sent. Have them say they were considering buying an RV there because you were so excited and thought it was fantastic, until you got short changed. So, now they're taking their business somewhere else. After about 10 calls like that, I bet you get your check!
DutchmenSport
2005 Chevy Silverado 3500 Dually Duramax 6.6L V8 Turbo
Century Truck Cap Commercial /Toolboxes
Northeast Outfitters Canoe
2006 Keystone Springdale Model 263DBL
Weight 4985, Carrying Capacity 2575, Hitch 560, Length 30'
Width 8', Height 10' 6"
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SpoiledRotten
Central Mississippi
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Yep, I would take it up the ladder. Don't even bother with the low life sales rep. He has taken that deal as far as he is going to take it. He if focused on getting someone else in the books now. That is the same kind of problems I had out of Country Creek RV Super Center in Hattiesburg, MS. They treated you like gold until you signed on the dotted line. Then you were forgotten.
I agree that those two items would have taken very little time to correct and would have saved you the frustration and the free advertisement that you have just given them. Nationally, at that. If you do get to the point where you really don't care whether they deliver on their promise or not, send the owner of the dealership an email with all of the management employees a copy of the link to this thread and let them know that all of the American RV public has access to the way they treat their customers after the sale. It might just correct things for you. Again, you have to be willing to let go of the promises made by them. I finally let go of the expectations of the dealership where I bought mine.
Just the 3 of us...SpoiledRotten, TotallyRotten, and ALittleRotten
2000 F-250 Lariat, CC
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willald
NC
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Joined: 07/15/2002
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..While I don't doubt you were shorted here and the dealer probably dropped the ball, this is one of those cases where it'd be good to hear the 'other side' of this story as well.
All too many times, RV dealerships or other businesses get blasted on here, and due to RV.net's rules that prevent commercial businesses from posting, we only hear one side, and the one being blasted does not get to defend themselves. Its one of the reasons the Open Roads Forum is frequently known as the 'Closed Roads Forum' around other RV related forums. It isnt really open discussion, when we never get to hear the 'other side' to stories like this.
Anyway, I agree with the other posts - just keep after them, keep pushing for answers. Be polite, yet firm (and unrelenting). These things usually do end well, as long as you remain polite to them and don't turn it into a p*ssing contest.
If that fails..Trailer Life's action line might be interested in hearing about this story, and might could put some additional 'pressure' on the dealer to do what they agreed to do..
Will
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bigdodgeram
southern Calif.
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Joined: 07/16/2001
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post your problem here;
http://rvservicereviews.com/Index.asp
95,Dodge RAM 2500 Club Cab, Red, SLT Laramie 2WD, 5.9 V-8, 46RH Trany. 5th Wheel Hitch & Tailgate. Tekonsha Prodigy brake controller. 1998 Fleetwood 28' Wilderness 5th wheel, 2 legged hitch support.
lovely wife, & Molly & Cassie our black & yellow labs.
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ssands
Nerk, Ahia
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Oh, never mind. I deleted it myself before the mod did.
Steve & Sharyl Sands and Fritz The Wonder Dog
1999 Winnebago Adventurer 37G
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Come join the Ohio Rally Group in 2008.
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