Our unit sat for over 3 weeks with no communication from anyone. Seems that the only way to get it worked on was to get angry. I understand there were reasons for the delays but lack of communication was not appreciated. We agreed to pay for the repair pending warranty approval. When we did pick it up, we discovered when we got it home that the electric cord was not in it!!! Now we will have to delay our planned trip again until we can retrieve it.
Staff was great and I interacted with almost all service writers. I had to bring unit back because the serviced generator did not work when I got home. Anyway, you guys were good at resolving
Eric and all the team in White service have always been friendly, helpful and informative. Although I’m not a fan of breakdowns and repairs, the folks in white make RV life as smooth as possible. Also, thanks to tech Tater who really helped me with service and solid advice.
Cody and the service department we’re able to complete all we needed to get out RV back in camping shape. Thank you!
while I was surprised by the additional diagnosis and the higher estimate,I was extremely happy Eric came and got me so I could see what was needed and why and so I could make the decision. thank you!
Hell no. You can talk to my lawyer.
Cody was the only person who had any answers. Our unit was brought to your location on Aug 28. It has leaks and Sat outside 6 weeks with no communication. When we brought it in we were talking with Eric the sales manager who told us he would be calling Drew as well as Gulfstream on our behalf on the following Monday. That never took place and when I called to discuss with Eric he said Melissa was out for a couple of weeks and she would need to be the one calling concerning the warranty repair. Eric told us that Saturday that with all the leaking there could be mold behind the walls so Gulfstream should replace it. 6 weeks later it still was not looked at so I scheduled warranty work with another dealer. I was told 3 times Ryan would immediately call me back. Yesterday evening after I picked up the unit he informed me that he had just received a message to call me. Unfortunately we will not be dealing nor recommending Open Roads to anyone. I shared this with Eric as well as told him how professional Cody has been.
Having worked and managed as well as teach Customer Service lack of communication will destroy a service business. If changes are not made and a plan if action is not followed ( like calling the manufacturer on behalf of your customer when you say that you are going to do so) I can envision your service dept. Closing. You have lost us as a customer, but as a person who is passionate about Customer Service i hope you all will make the needed changes.
C.J. Pearson
Also the other dealerships service dept has already called 2 times today to verify the appt.
Anxious to take the camper out and try out the new A/C. Everyone was courteous, friendly and helpful. I lost out on the military discount since the order was already rang up and processed. Total cost of this trip was $2800. Wish I had remembered the military discount, it would have saved me several dollars. If all your hard work is as guaranteed, I will be satisfied. I will bring my camper back to you again, I will just remember the discount next time. Thanks to all!
Lack of follow thru and keeping me up to date on the service of our trailer.
The gas line was leaking and they said it was connections behind the refrigerator and the hot water heater..
They took the cover off of where the heat comes out of the burner is and they did not replace it. I am going to call tomorrow and hopefully they cabmn find it.
The repair took entirely to long to get the work. I am not sure that all of what was on the invoice was really done.
The labor cost was extremely to high.
Especially for sealing the roof.
We were told that is was going to 4xx.00 and it wound being 7xx.00.
The seal around the door was supposed to be replaced with what was the original seal which is a plastic strip that folds back on it self when the door is shut.
They put a cheap little foam strip which doesn't seal anything and h
gets d
ripped oft after several open and closing of the door.
Cody: everything was dumped in him and it sounds like he is probably the one who can strighten the service dept .
He was the one that was able to get the work completed ( I think was)
They were suppostedt to replace the seal around the utility box door and that was not shown on the work order so of course it didn't get done.
If I were you I would let Cody take over the service dept and see if he can get it done and I believe he will do it.
Very nice people , helpful , enjoyable atmosphere…
Ran into a few problems at the beginning but everything was taken care of everyone was very professional and very sympathetic to the situation.Dana always answered all my calls and return my calls in a timely manner.
Cody had great customer service!
I originally purchased my camper in Ohio brand new. When we realized we needed warranty work, I probably called 10 local dealerships to try and get help. Someone referred me to Open Roads, and I will never go anywhere else again. They took my call, they were compassionate to my challenges. From beginning to end, it was kindness and communication. (Melissa is the bomb!) Such a wonderful experience. We are campers for life, and it will always be something my family does. I will never hesitate to purchase, have work done, or refer friends & family!
Horrible aftermarket sales service
We were promised work under appointments
Declined that service when showed up
We don’t make appointments
Very sad !!
Bosco was great
Aftermarket was awful
COVID as an excuse is not acceptable
I even bet I don’t get a call after this email survey
****-****-xxxx
Jill
We have a ways to go yet to be completely thru. Once the unit returns from Montana there are axles, a refrigerator, heat strips to install . We are completely satisfied with Service so Far
Minor problem no resolved
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