In 2012, we purchased a brand new 2012 Wind River travel trailer. We traded in a 2011travel trailer that we had purchased about 3 weeks prior. We had some issues with it, that Sunwest fixed, but got to thinking if we had trouble with the trailer that should have had the kinks out of it, we were better off new.
The first hint of trouble should have been a red flag for us, but we didnt see it. Caleb the sales manager called and said they prepped the wrong 2012 travel trailer and if we would like to purchase that one, they would take 500$ off the price. No, we said, we wanted the one we chose.
We had the trailer for about 2 1/2 months when I noticed that a loan payment came out of my account. I found it strange, but wasn't too worried about it. About 2 weeks later, another loan payment was withdrawn... At that time I pulled out my loan paperwork and realized there was a problem. It appeared RBC was double charging me for my trailer. I contacted RBC and their customer service rep told I had 2 loans out, for 2 different trailers! How could this be? We had purchased the 2011 travel trailer on a 3 month deferred payment plan. It should have been paid off when we upgraded to the 2012.
I contacted Sunwest's business manager, Vicki. She said she would look into it. Several days passed and she didn't call back. I called her again she wouldn't receive my call. I decided to go down to the dealership and speak with her in person if she wouldnt take or return my calls. When I finally met with her, she told me it was my fault and up to me to pay the trailer off! She said I got the cash at the time of the transaction and should have dealt with RBC myself! Unbelievable! To make matters worse, during the conversation she started yelling at me, and speaking very disrespectfully to me. I told her to watch her tone with me! And at that point, I told her she had 2 days to fix the issue or I was heading to my lawyer. Two days passed and RBC said they still hadn't recieved payment, or even a call from Sunwest! I went back again! It was an hour before the end of the business day. I sat in the lobby waiting to speak with her. She saw me in the lobby and she closed her office door! I waited. About a half hr later She came out of her office, walked past me, without even an acknowlegement, and went into Caleb's office. A short time laterIi saw her in another office with another person from the dealership. She was cutting a check. She called me in her office with Caleb and told me the payment was on the way. She was waiting for Purolator and the check was headed to RBC! No acknowledgement of the crappy treatment, or the rudeness, or the anxiety this company caused me! I left with a true understanding that this dealership is all about the money and the sale, and not about the customer relationship.
About a week later, Caleb came to our home, not to appologise, but to give us a $100 voucher for the parts department! My husband took the voucher. I wished he hadn't. I saw it as bribe money. I wanted a simple acknowledgement that they screwed up and an apology! But, money is the bottom line for this company...
After this experience, I tell everyone that i know that is in the market for an RV, not to buy there, and tell them my story. I also warn them that if they buy from there anyway, be on guard, and expect to be treated with disrespect after the deal is done. After all, I think this company's core value is not "Customer Service drives business", its "money drives business". How sad.
Now I know this story is 2 years old, but Vicki is still the business manager, so beware! Caleb has moved on. read more
