Reviews

Review Details

• Review fromJessica P

  Date: 02/15/2023

  Do not buy here and do not take your RV or camper here for maintenance work. This has been a disaster. We had our camper a little over a month and took it out on 2 short trips, overnight for the first run to work out any kinks and 2 nights the second time. Well our slide out started scraping the ceiling and the toilet was leaking water on the floor. So we took our brand new camper back to them for maintenance work. Told it should only take 2 weeks. They didn't even contact the manufacturer during the "2 weeks" to authorize the work, we know because with their run arounds we called the manufacturer ourselves and found out apparently we aren't the only ones who have called to figure out what's taking so long. Took them months to get the manufacturer what they needed to approve the work. Supposedly because they only have 1 maintenance approved worker! Are you kidding me! Took them 4 months before we finally got our camper back today only to find the brand new toilet they installed stained with **** and s*** and **** all over the seat ?? our black water tank 1/3 full which we flushed, rinsed and emptied before taking it to them. Who knows what that nasty worker did in our camper. And the only thing they can tell us is "they have no explanation for that" are you kidding me! We will be calling the manufacturer to let them know the kind of work this place does and possibly taking this further. They don't care about this and are doing nothing but running my husband's complaint to the manager. We will not be taking our camper back to them and will contact ************ for a new manufacturer warranty approved place to take it for any further work. We will also make sure everyone knows to stay clear of this place. Completely unacceptable and disgusting.

  Orangewood RV Center

  Date: 02/23/2023

  *******,Thank you for bringing your concerns to our attention. Typically I would prefer to discuss this with you directly and not in a public forum however since this has been posted online I would like to go ahead and reply. Please know Im available at any time to discuss this matter further. There is a lot of misinformation here that I suspect is just a misunderstanding of the repair process and what was done. I would like to speak to that and try to clear the air. First, and foremost, I would like to apologize that you had problems with your new RV. We know issues can arise from time to time however, ideally we hope your RV to be free from any defects. We also want you to have confidence in us as your selling dealer that if issues arise we are to help. When RVs are brought here for repairs our service advisors will attempt to assess the items to be addressed and outline a timeframe for repairs. However, many times it is an educated guess as they may or may not know exactly what the issue is or what the repair process is until a qualified technician has the opportunity to review the issues. Your initial estimated 2 week timeline was based on your advisors initial assessment. Unfortunately, once the issues you brought to our attention were reviewed by a technician we were able to determine the repair process was going to be greater than we initially anticipated. While your review states we didnt contact the manufacturer during the first 2 weeks, that is not correct. They were advised within 7 days of your vehicle being on property. We were discussing with them on how they wanted us to proceed as there were a multitude of options to address the slide out and ceiling issue. It took the manufacturer roughly 2 weeks from that initial contact to request we tear down for further inspection and documentation. Your advisor then reached out for your authorization to tear down for additional photos. After tear down and additional photos we resubmitted to the manufacturer for authorization for repairs. Once we had their authorization, we reached back out to you to advise of the authorization and get your consent to proceed. We then immediately ordered parts. From the time we received the parts we needed to perform the repairs, to the time we were completed with the repairs, was 3 business days and total repair hours were **** hours.Im unsure where the misunderstanding that we only have 1 approved maintenance worker came from but we have several technicians in our shop. In fact we had 3 separate technicians involved in ************, two on the ceiling and slide repairs in our collision center and another from our service department for the toilet repair. Lastly, and perhaps the most disappointing, is the toilet issue. You stated the new toilet we installed was stained by urine and f**** however, we did not install a new toilet. We simply replaced the base that was leaking but the base does not include a new bowl, seat or lid. While we agree the condition of your toilet was disgusting, we did not participate in the process of making it that way, we just worked on the commode the way it was presented. Our technicians wear gloves and accept that not all toilets are brought in cleaned and sanitized. We apologize for the misunderstanding if you were expecting a new toilet, however the manufacturer only authorized the base and *********** order states only the base was replaced. We hope with this additional information you know with confidence we worked hard to get your RV repaired properly and back to you as quickly as possible while working within the confines of getting warranty approvals and the parts necessary for repairs. In most cases we would prefer you pick up your RV while we wait for parts and approvals however, due to the nature of the structural repair of your roof, that was not an option in this instance. It is our goal to restore your faith in us so we can continue to be your dealer of choice. Thank you in advance for your consideration and happy and safe travels to you and your family. Sincerely,*********************** Operations Manager Orangewood RV Center *******************************