Absolutely the worst customer service I've ever experienced.
I bought a new Forest River toy hauler from Millican three weeks ago. Kay in the office was extremely knowledgeable and efficient, and had the paperwork done in a matter of minutes. I was disappointed that it was going to take at least a week to get it ready for me to pick up, but since this is our first new RV, thought maybe that's normal.
We scheduled to pick it up early on a Saturday morning, even though that's "very inconvenient" according to the salesman and the owner, planning to head off with the grand-kids on our first trip. That did not happen. It was not ready, to say the least. So much for the excitement of buying a new camper.
It was dirty, inside and out. Mildew streaks and a grimy film outside, cobwebs in the corners and dirt on the floors and countertops inside. Nobody even really tried to clean it up. Aside from being told repeatedly how inconvenient it is to do a delivery demo on a Saturday, my biggest frustration at the time was the screen for the back ramp door.
At some point while it was sitting on the lot, the velcro adhesive had failed, so they pulled it down. That's pretty common, so I didn't think much of it when I first looked at the camper, because I assumed they'd fix that sort of thing during PDI before we picked it up. Somebody must have noticed the adhesive blobs around the doorway, because they had been peeled off to hide the mess, but the screen was wadded up and stuffed in the bottom of the closet.
We also found a damaged blind in the front window, the sewage cap was missing, the tongue jack handle was missing, and the the right speaker channel on the radio didn't work inside or out. The salesman tried to get me to go ahead and take it, promising to order parts, but I decided to leave it with them instead. Kudos again at this point to Kay, who got involved and tried to find the parts we needed in other new campers on the lot so we wouldn't have to come back. No such luck, but I appreciate the effort. Disappointed, we left in hopes of picking it up the following week. That did not happen.
The salesman finally called me yesterday to tell me it was all fixed up and ready to go, so I took off from work early, and drove an hour back over there to pick it up. I didn't want my wife there in case there were problems, and certainly didn't want to bother the busy man on a Saturday.
When I got there, we went inside to check out the new radio, etc... and nothing worked. No 12 volt power inside the camper at all. I lost every bit of my religion for a minute, but held my temper. That's a bigger deal than you may realize. They had apparently checked everything with shore power, but not the battery. After half hour or so, the tech told me he'd replaced a main wiring connector and fuse, and everything seemed to work. Cool. Maybe this customer service nightmare is over.
I finally got my new camper home for the first time, three weeks to the day after I bought it, and decided to set it up in the yard for the wife and kids to play with, to regain some of that "new toy" excitement. That did not happen. What I got instead was two more hours of frustration and disappointment.
The remotes for the radio and outside LED light strip don't work. Another item for the long list of things somebody should have checked. A fresh battery fixed the radio remote, but the LED bar still doesn't work. All we get is the multi-color disco flashing demo mode, with no way to make it stop. I am not proud of what I had to say about that. I'll probably just put in an aftermarket strip. Or take it to Gander in Oxford.
I have no idea what they did for last three weeks, but PDI wasn't on the schedule. That stands for Pre Delivery Inspection, by the way.
You can't give a 0 star rating, so the one gold star is for Kay. She did a great job, and seemed genuinely frustrated that things were handled so badly after the sale. To the salesman, and the owner who knew the troubles we were having and did nothing, I offer nothing but utter contempt. read more
