The team at Custom Coach is second to none. They truly know their business. My coach had been in an accident. Various repairs had to be made. Custom Coach coordinated all repairs from body shop to alignment. Thank to everyone at Custom Coach for fixing my coach. read more

As long as your service/repair is straightforward and there are no changes to what you've asked Custom Coach to do, you might be okay but, frankly, their customer service and communication leaves a LOT to be desired. I have taken my '95 VW Camper (not the older model that needs more specialized attention) to CC on 4 different occasions over the last 10 years or so. Each time, I have waited much longer than is reasonable for a call with their diagnosis and I have had to call them first to find out what's going on with my vehicle. And yes, the staff CAN be very friendly. Until a customer shows the least sign of frustration over their lack of communication or any other normal, minor customer complaint. Most recently, I dropped my VW off on a Tuesday. By Wednesday of the following week, I had not heard from them so I called. The young lady who answered said "Oh, I've been trying to get with the tech on that, can you hold on?" They work in the same building! And it doesn't explain why I'd not gotten a call for EIGHT DAYS! I was put on hold and when she picked up again, she said "It's all done, you can pick it up." Surely they didn't JUST finish the work, so, again, why no call when it was actually done? But that's not all... I had requested that they pull my fridge out and cap the propane lines, I told them I no longer will be using the fridge. When I asked on the most recent call if they had done that, I was told, "Oh, no, we just capped the gas line." Jaysus. Now, this woman and another woman who work there sound EXACTLY the same, as far as I know they could be twins, and at this moment, I had no idea who I was talking to because they don't identify themselves when they answer (small thing, I know, but it's good customer service practice to do so.) Because my guess was that I was talking to the same person as before, I said "Do you remember that I asked to have the fridge pulled?", she said "Oh, you most certainly DID NOT tell ME that!" Wait, still more... Now I can hear her talking to the tech nearby, saying "He wants you to pull the fridge out" (as if I'm asking for the first time!) I can hear the tech (and I'm pretty sure it's Bob) say in a snarky tone "Fine, that'll just leave a big hole, but sure." Again, as if anyone is hearing my original request for the first time! Still more! I asked if they checked the engine battery as I had asked 8 days earlier. "Oh, yeah, it's fine." That's it, "it's fine." The battery is about 2 years old and recently starting failing to hold a charge. Clearly it's not fine but I won't know if it is or isn't until I pick up my vehicle, which brings me to the final act and the real pisser... This call was yesterday at about 2 p.m., they close at 5, and they're about 40 minutes from my house. I wasn't able to get there yesterday but I know they're open on Saturdays until 1 p.m. Well, that is, NORMALLY they are, but today (12/21) when I phoned, the recording said "We will be closed for the holidays from December 20th until January 6th..." So not only were they not even technically open yesterday, but they failed to tell me that and they failed to tell me that they would be closing today for a GD week!! Thanks, Custom Coach, now I am without my vehicle for another week. You guys really need to work HARD on your customer service. I feel like I have to walk on eggshells when talking to some of your staff and I always feel like I'm interrupting an employee party when I call. Maybe this is all because CC knows that they are pretty much the only RV facility near Baltimore and they have stopped worrying about losing business. It sure seems that way... read more

Professional and efficient installation of 2 Soft Starts on my 2 motorhome rooftop a/c units. And my bathroom ceiling vent sealed. A cheerful and friendly crew makes you feel like family. Highly recommended . read more

Had issues with one 5th wheel tire wearing out faster than the others. Called Custom Coach and made an appointment. I arrived 3 hours late due to a calendar mix up on my part. They were accommodating and in short order figured out the simple, low cost fix (other than me needing to buy a new tire after the technician fixed the loose spindle nut that wasn't properly tightened when the bent axle was replaced on the West Coast last year). Not surprised at all the positive reviews. This place doesn't look like much but I will go back again and again if I need expertise and superior customer service. They have a pretty wide variety of RV parts as well. Cost for service was very reasonable. Also, woman at the counter knew what she was doing and was able to handle multiple customers and the phone. Bob (the owner) came out to double check what the tech found and offer his expertise as well which required him to get on the ground and crawl under my rig. Hands on leadership with a great relationship with his tech. read more

I was able to get an appointment to repair my trailer's air conditioner very quickly. I dropped off the rv and by the end of the day they called with the diagnosis and an estimated date of completion. I was kept informed throughout the process. I only took one star off because upon returning home I found that a trim piece on the ac was reinstalled backwards. It was a quick diy fix, but it should've been caught by the shop supervisor. Even with that issue, I trust them better than the clowns at Leo's. read more

Try actually being open. Believe it or not, we're not all retirees. Four hours on Saturday morning is literally never going to work for a lot of people. Enough with the banker hours! Sincerely, Still-Full-Time-Working read more

I have been in to Custom Coach a half dozen times over the years with our current and last RV. I am always impressed at the patience they have with any issues I have had. They are diligent about how to handle the problem and if remotely possible, they pursue my insurance company to get coverage. Bob can fix anything and usually they turn the repair or replacement in record time. Always willing to work with our schedule for drop off and pick up. Can't say enough good things about all of the staff, ready and willing to help. read more

Don't drive out of your way to get there! If you do they may be closed even though, according to the posted hours, they should be open.

Custom Coach is amazing. Bob can build anything, I bet. His entire staff is extremely helpful and friendly. Top notch work, highly recommended. read more

I had work done at Custom Coach last year and was so pleased that I'm having additional work done this year.

My experience with Custom Coach was flawless. They diagnosed the problem, ordered the axle and got me back out before the end of turkey season. Kudos to mechanics and office staff alike. read more