I purchased a travel trailer from McGeorge's Rolling Hills RV in Ashland, VA on 4/10/21. I paid almost $30,000 for the travel trailer (including tax, tags, titling, and warranty). The trailer was delivered on 4/24/21. On 4/25 | discovered a gap in the siding which was allowing rain water to seep into the exterior portion of the vehicle. I took pictures and sent them via text message to the sales rep | worked with (Jane Buckley) on 4/26/21. She said "OK. I will get these to [the] Service [Department])".
On 4/28/21 I followed up via text message asking if she had any updates. She said "I will double check with Service & make sure they get your information to reach out to you... You should be hearing from someone". On 4/30/21 I had not heard anything so I reached out again using the same method. Jane said "I'm so sorry. I will get on there [sic] butt. You will hear from Aisha". I never heard from anyone so I reached out to Jane again on 5/5/21. My problem has yet to be resolved as of 6/24/21 so I submitted a complaint to the Better Business Bureau.
I submitted a detailed complaint to the Better Business Bureau and was finally able to get someone (Emma Pritchett) at the company to call me and make an appointment. I had to speak with someone at the Camping World corporate office several times before Emma contacted me. The original appointment was made for 6/2/21. Then my grandmother died, so I had to cancel the appointment so I could travel across the country to attend the funeral and be with my family for 2 weeks.
While I was still grieving with my family, I contacted Ms. Pritchett on 5/30/21 to reschedule. On 5/31/21 I wrote an email to her saying “Thank you for your swift reply. Would the following week work for you?”. I did not hear back for 11 days, so I checked in with her again via email on 6/11/21. I wrote “Hi Emma, Checking in again about the repairs. I tried to call, but received a busy signal. My husband and I are back from the funeral in Michigan and we would like to move forward once again with scheduling the pick up/drop off of our trailer. Please let me know when your driver is available. Thank You”.
On 6/14/21 she wrote back saying “I am waiting for the driver to get back to go over his schedule.” I never heard anything back for 7 days so I followed back up on 6/21/21 saying “Hi Emma, have you had a chance to speak with your driver?”. I did not hear anything back for 3 days so I wrote another email to Ms. Pritchett on 6/24/21 saying “Hello? Why is it so hard to get in contact with anyone at McGeorge's? I just "Chatted" with a rep on your website. I asked for him to ask you to call me, and he gave me your email address - that's not what I requested - that's bad customer service. Can I PLEASE just get this service appt scheduled?” She wrote back the same day saying “What’s a good number for me to call? I can call and get this scheduled with you!” FYI - My phone number is listed in the email signature of my email. I have now filed a report with the Federal Trade Commision (Report Number 136502832) for bad business practices.
Questions: Why does she not have my phone number? Why do I have to go out of my way to provide it to her as she should have it readily available? Why did she never contact me back after speaking with the driver?
McGeorge's Rolling Hills RV Reviews
I purchased a travel trailer from McGeorge's Rolling Hills RV in Ashland, VA on 4/10/21. I paid almost $30,000 for the travel trailer (including tax, tags, titling, and warranty). The trailer was delivered on 4/24/21. On 4/25 | discovered a gap in the siding which was allowing rain water to seep into the exterior portion of the vehicle. I took pictures and sent them via text message to the sales rep | worked with (Jane Buckley) on 4/26/21. She said "OK. I will get these to [the] Service [Department])".
On 4/28/21 I followed up via text message asking if she had any updates. She said "I will double check with Service & make sure they get your information to reach out to you... You should be hearing from someone". On 4/30/21 I had not heard anything so I reached out again using the same method. Jane said "I'm so sorry. I will get on there [sic] butt. You will hear from Aisha". I never heard from anyone so I reached out to Jane again on 5/5/21. My problem has yet to be resolved as of 6/24/21 so I submitted a complaint to the Better Business Bureau.
I submitted a detailed complaint to the Better Business Bureau and was finally able to get someone (Emma Pritchett) at the company to call me and make an appointment. I had to speak with someone at the Camping World corporate office several times before Emma contacted me. The original appointment was made for 6/2/21. Then my grandmother died, so I had to cancel the appointment so I could travel across the country to attend the funeral and be with my family for 2 weeks.
While I was still grieving with my family, I contacted Ms. Pritchett on 5/30/21 to reschedule. On 5/31/21 I wrote an email to her saying “Thank you for your swift reply. Would the following week work for you?”. I did not hear back for 11 days, so I checked in with her again via email on 6/11/21. I wrote “Hi Emma, Checking in again about the repairs. I tried to call, but received a busy signal. My husband and I are back from the funeral in Michigan and we would like to move forward once again with scheduling the pick up/drop off of our trailer. Please let me know when your driver is available. Thank You”.
On 6/14/21 she wrote back saying “I am waiting for the driver to get back to go over his schedule.” I never heard anything back for 7 days so I followed back up on 6/21/21 saying “Hi Emma, have you had a chance to speak with your driver?”. I did not hear anything back for 3 days so I wrote another email to Ms. Pritchett on 6/24/21 saying “Hello? Why is it so hard to get in contact with anyone at McGeorge's? I just "Chatted" with a rep on your website. I asked for him to ask you to call me, and he gave me your email address - that's not what I requested - that's bad customer service. Can I PLEASE just get this service appt scheduled?” She wrote back the same day saying “What’s a good number for me to call? I can call and get this scheduled with you!” FYI - My phone number is listed in the email signature of my email. I have now filed a report with the Federal Trade Commision (Report Number 136502832) for bad business practices.
Questions: Why does she not have my phone number? Why do I have to go out of my way to provide it to her as she should have it readily available? Why did she never contact me back after speaking with the driver?