1 STAR -- FOUR WEEKS, HOURS OF DRIVING, REPEATED PROMISES, AND…read more
ALMOST NOTHING DONE
Our experience with Campers Inn RV in Knoxville was completely unacceptable.
We called ahead and were explicitly told by an Airstream service representative that we had an
appointment for Friday, August 14 at 9:00 a.m. We planned our trip around that appointment and
drove approximately 8 HOURS from our vacation destination to this dealership on our way
home.
When we arrived, we discovered NO APPOINTMENT HAD EVER BEEN MADE FOR US--
not for August 14 and not for a future date. After driving eight hours based on an appointment
we were told we had, this was an unbelievable way to begin our experience.
Our main concern was a leak in the bedroom ceiling. We were told there was a hole in the
conduit going to the A/C, yet the panel wasn't even removed to properly inspect the area and
verify that diagnosis.
We agreed to leave the RV after being told parts would need to be ordered and panels removed
to address the A/C issue. We specifically requested that Joe, the Airstream technician, be the
only technician to work on our RV. We also asked them to check the brakes, perform a 12-point
inspection, replace the shower door, and repair a short in the couch wiring.
When we returned later that same day to retrieve our belongings, we discovered someone from
service had used the restroom in our RV. We then asked that the black tank be drained promptly
so sewage wouldn't sit in it while the RV was there.
Our RV then sat at their facility for FOUR WEEKS.
During those four weeks, we repeatedly contacted the service department and were repeatedly
told the technician would "get right on it." Yet other Airstreams that arrived after ours were
being worked on first.
When we questioned this, a service representative told us those Airstreams had smaller jobs, so
they were working on them ahead of ours.
So while we continued being told they would "get right on" our RV, later arrivals with smaller
jobs were being moved ahead of us. Meanwhile, our RV continued to sit.
After FOUR WEEKS, the short in the couch wiring had been repaired and a screw in the A/C
mount had been replaced.
THAT WAS IT.
The main reason we brought the RV there--the bedroom ceiling leak--was still not resolved,
along with most of the other work we requested.
We finally contacted the service manager CHRIS, who assured us he would come up with a
solution and CALL US BACK.
That call never came.
By September 12, we had had enough. We drove another 3 1/2 HOURS to Knoxville simply to
pick up our RV and take it back.
We understand that service departments get busy. What we don't understand is repeatedly telling
a customer their technician will "get right on it," while openly acknowledging that RVs arriving
later are being worked on first because their jobs are smaller.
This wasn't simply a delay. It was poor organization, poor communication, lack of followthrough, and ultimately a failure to address the primary reason we brought our RV there in the
first place.
After an appointment that was never actually made, hours of driving, four weeks of waiting,
repeated assurances, other Airstreams being moved ahead of ours, no promised callback from
management, and unfinished work, WE WOULD NEVER RECOMMEND THIS LOCATION
FOR RV SERVICE
