Faced big unexpected problems. The team lived up to their customer satisfaction goal
I purchased a used Thor Class C motorhome from Poulsbo RV of Mount Vernon WA. A 31 footer with a Ford E450 chassis. Just over 14,000 miles on it.
I learned once again that the real story about a company occurs after the sale. They’ve taken your money, They’ve said all the right words about their focus on customer service and satisfaction. That’s when things can go off the rails. And that’s where my story begins.
David, the sales person I worked with (and soon to be sales manager), explained the family owned company’s values. The key ones in my opinion are listed here (in my words). These were also emphasized by Brian, the service manager..
*Customer service and satisfaction
*Fair pricing and service (no gouging)
*Open and honest orientation and communication
*A team approach to resolving problems that occur. {And yes the RV owner is a part of the team!.)
*When there is an issue/problem, work the problem until it’s resolved (dialing it in was a motto I heard).
What I experienced
Everyone was helpful and friendly. No pressure to make a decision. My questions were welcomed and answered.
It’s critical,to understand the implications of the coach design on performance and meeting expectations. . Will it work the way you think it should? Are there aspects of the design and potential performance that won’t meet your expectations? I had 20+ years with 5th wheel trailers. So I figured that experience and common sense would serve me well.
On the first trip, I learned the hard way I hadn’t done all of my homework prior to the purchase. Two major problems. The Thor coach was severely battery underpowered. We do a lot of off the grid camping and two standard wet cell batteries wouldn’t get us through the night without the generator. Why? The frig is like one you put in your home. 110 volt only. And it’s a power hog. So I figured I had two options. Add solar. Or find the nearest cliff
The second big issue was the slide. It’s a full wall. My experience with my fifth wheel was mostly positive with big slides. So I assumed. But then reality struck again. At the first campsite, It wouldn’t extend. Just one end moved a few inches. I was 25 or so miles to cell service. So I ended taking multiple trips to call service in Mount Vernon. Helpful, but not able to solve my problems. So it was living in a cramped room without access to some critical things in blocked storage areas for two weeks. And sleeping on the sofa so I could hear the alarm saying the batteries were dying. The generator got a workout several times a day. Any day trips away from the motorhome and the need to run the generator were out of the question. So I learned a lot on that first trip.
At the end of the trip I drove straight back to Mount Vernon. Not a happy camper. As I drove I was working the problem. And wondering what help I would get.
I was indeed impressed and relieved.
Over the next weeks,and months there were a series of fixes and failures as the service manager and crew dialed in the solutions to the problems. Slide issues, power issues, and miscellaneous other items. And they were sometimes interrelated.
Early on I put together a proposal to completely change the power system in the coach. The chassis is fine as is. The service manager and team improved on my ideas and made it happen for less than I expected. Ended up with a solar system, a humongous high tech battery, and a new integrated charger/controller.
Please note that I had no reservations at this point about having this big job done at Poulsbo RV in Mount Vernon. Things were working out.
The saga still is a work in progress. New issues are revealed. But that’s the nature of RVs. Hair pulling at times.
The seals continue to be a problem. Sometimes a mistake was made, but issues are mostly due to the coach slide design and always having ample battery supply.
At this point, I have no hesitation saying that all future maintenance and modifications will be continue to be done there.
My overall experience and assessment about whether their actions conform to their stated values and goals (in my words as I understand them) follows.
*YES. Customer service focus .
*YES. Open and honest communication
*YES. Fair pricing and service.
*YES. Working out problems experienced in a mutually satisfactory way. There was no time when I experienced pressure or gouging. Some work had to be revised or redone, but that the nature of such businesses.
RogerC
TG
Ted G.
Ferndale, WA
01/15/2024
10
Installed a new roof on my 5th wheel
McKenna Hinton was AWESOME!! She was such a play by play communicator! Also I know I had the best Rv roof tech in the state!! Thanks Jason burns!! Thank you poulsbo Rv mount Vernon! All levels of this business was top notch!! Thank you thank you! I will definitely bring my rig back for any other repairs! Go cougs!
CW
C W.
Mount Vernon, WA
09/25/2022
0
POOR customer service
Met at the door with strange hesitancy from the salesman to allow us through the showroom to look at what was on the lot after advising I was there to see what they had on their lot. The hesitation was odd, I asked if they were closing. This joker tells me “no”-then asks what I came to look at (I feel like a bit of a dumb question and I’m sure my face showed the same) then advising me that they don’t allow browsing. This salesman is unable to answer when I request he explains how a person would shop around for an RV if they can’t even look at the options. I’m told most of these on the lot are “consignment” and also “locked”LOL. Again, when asked to clarify “are you telling me most of these are used?”, I received the stumbling response of “no” and more fumbling through silly statements. More ignorant comments and responses received but I’ll spare the space- I’ve already concluded he does NOT need a sale and won’t get one from me. I’m confident that he is aware. I could conclude a few more things too but I’m confident he is aware of those as well. Will not purchase from here, would not recommend. There needs to be higher expectations for customer service.
RM
Rick M.
Camano Island, WA
09/17/2022
0
Worst rv dealer around
I wouldn't send my worst enemy to purchase an rv at this dealer! There service department is an absolute joke as well as the warranty they push on you when you buy from them! The extended warranty is a huge scam and waste of money! They don't even back the manufacture warranty. The service department is a joke and they botch together anything that needs to be fixed so you have to return pretty much after every trip to be fixed again if you ever get ahold of anyone to get a appointment. The service manager as well as the general manager will do nothing for you once you sign on the dotted line you are pretty much screwed. I have had my rv for six months and bought it brand new and from day one its been a nightmare! I have had to replace parts and fix most things myself just to use it because there service department is so incompetent and everything they have fixed is fallen apart again right in there parking lot before I've picked it up and they quickly make an excuse and tell ya they ordered wrong part! I now am going through the manufacture and everything is getting handled great!! Definitely don't get sucked in by there false promises and false service at this dealer!! They are a huge joke of this industry and very very poor service.
JM
Joseph M.
Skipwith, VA
05/14/2022
10
Above and beyond
Friday night 5/13 I broke down and was stranded I did not purchase from you all as I am from Virginia I was out here camping taking in the sites . Well to make a long story short I had no power anywhere in my motor home ( 2002 Monaco ) and was stranded and not being from the area I had no clue who to call that late at night . This guy in a blue dodge pulls up and asked if he could help explained he had some experience with rvs , I had my doubts but after talked daniel explained what he does for your company I never got his last name nor did he give me a location he just said he worked for poulsbo rv ( if this is not the right location then please let your other locations know as well) . I’m not sure if this is the right location .lneedless to say after almost 4 hours with him I was back up and running . I had 2 bad batteries which he was able to fill with water and got them back up and running until I can get them replaced as well as finding a couple of broken ground wires . I am still and was literally at aw that this man took his own time to help me and my family out . I wanted to pay the him he would not take the money all he said was he was happy to be able to help get us back on the road . If this is the type of people you have working for your company you all are definitely doing something great . Was a great experience and he was very knowledgeable as he explained everything that he did to us . If and when I come back to Washington state and need service I will be coming to you . If I could give you a higher rating I would . Thank you very much .
LR
L R.
Redmond, WA
03/03/2021
I wish I could offer a 0 start
The team here is the absolute worst. Started with the sales experience where salesman outright lied to me and when I called him on it, he could care less. I even escalated to the manager who didn't seem to care either. That might have been enough, but after paying almost $1000 for 'detailing' so I could drive my RV off the lot, I came to realize that it is the biggest money grab going. I have a list of issues so obvious and so long that here I am almost a year later trying to get things addressed. For example - they let me drive off the lot with one of the inner tires being punctured.
Getting service is another nightmare. Nobody cares and nobody follows up. They 'don't want RV's on their lots' yet they have had my RV for FOUR MONTHS trying to fix a window latch. We call every week and there is some drama story and no plan to fix. They never even call back. I have never ever had such terrible service and am appalled that this place is even allowed to operate.
Not Recommended
TG
Tony G.
Coupeville, WA
09/01/2020
Amazing purchase experience
As a new customer of Poulsbo RV, I wanted to share my feedback and purchase experience with the staff and organization. Specifically the Mt Vernon location. In July of 2020 we spent several weeks looking to replace our 10 yr old travel trailer. Shopped all the major players in Western WA then went to Poulsbo RV. Met with Clint Ross and spent several hrs telling him about our needs and having him show us several units. We fell in love with the Crossroads Sunset Trail 253RB and put a deposit down on it. But after looking at the unit closer, I decided the unit would be a bit too heavy for my F-150. Went back a week later to discuss this with Clint. He showed us some other units but nothing that fit all our criteria. So we got our deposit back and our search continued. A few days later he called us to tell us that Crossroads makes a Sunset trail Super Lite 212RB and that they had 2 on the way. That unit sounded perfect We negotiated an outstanding price, placed a deposit for that and signed the preliminary paperwork. While waiting for delivery, Clint stayed in touch with us weekly. First to answer many questions I had. Then to inform us of an expected delay. A week later to tell me our unit had just arrived. We went back on August 8th for the PDI, final paperwork and full deposit and took delivery. As a previous RV owner and contractor, I’m pretty obsessive over details. I insisted that we get a thorough PDI and that I have as much time as I needed to thoroughly inspect and test EVERYTHING top to bottom. They had no problem with this.
Jesse Durfee was assigned to us as our service tech and Annaka King as our service rep. That day was Annaka’s day off but she came in for our scheduled pick up to meet us and put a face to the name. She also took it upon herself to learn how to pronounce our last name properly. (No easy task!!). Very impressive.
Jesse was outstanding. He covered everything, took his time with us, answered all of our questions. We never felt rushed like we did when we bought our 1st unit from a competitor. He even came back over to us after he was done with another customer when he saw me still inspecting. He saw I was taking notes with my inspection checklist and proactively came over and wrote down his name and cell number. He encouraged me to call anytime with any questions, which of course I did. His follow up texts were prompt, professional and thorough.
After our first 2 shakedown trips, I documented all the issues I had. Not a whole lot, but enough that follow up was needed with the service department. I sent the list to Annaka and explained that I’m a contractor so I could easily take care of the issues myself and would prefer to, but would want to be compensated for that. I received a response the next day from her boss Mike Caporusso, the service manager addressing each issue one by one, thoughtfully thanking me, empathizing with me and offering a credit for me to use at the parts department for accessories. I must say at this point I was blown away with the service from each and every person I dealt with in that company. In this day and age, that kind of consistently superior service is almost unheard of, especially in this industry.
You should know, I did my homework on this company and specifically the Mt Vernon location before purchasing. I will tell you I was initially very hesitant to proceed based on the reviews I was reading. The sales staff had fair to good reviews. The service department had, shall we say, less than flattering reviews. So I was nervous but decided to take the chance and make the purchase anyway. Boy I’m glad I did. Every employee at this location has blown me away with top notch, 5 star service and has far exceeded my expectations every step of the way.
They go out of their way to make you feel special and address every need. I have raved about this company to my friends and referred them to 2 neighbors. Hands down the best!!
Recommended
RC
Randy C.
Blaine, WA
07/16/2020
Salesman and General Manager - no communication.
What the salesman and I discussed about a deal never was communicated to his manager and vise versa. Charged my credit card without authorization from me. I gave them my card to use as ID then next thing that I know it’s been charged $3,000. If you think car dealers are bad...these guys are much worse. I tell them I want an RV with a Ford motor and they think I said Ford chassis. I won’t deal with them again.
Not Recommended
TA
Tom A.
Mount Vernon, WA
05/07/2020
They have a bunch of druggies working there
If your fine with someone strung out helping you go there.... worked there and there's workers. Even managers doing drugs in the units for sale and the management just "warns" them. Wouldn't buy from here.
Not Recommended
MS
Marlin S.
Anacortes, WA
04/27/2020
Too Many Re-Done Repairs
I would like to rescind my previous review.
Not Recommended
MS
Marlin S.
Anacortes, WA
02/11/2020
Great New Service Advisor
I cannot offer enough positive remarks about Annaka King. In every situation she has gone the extra mile to ensure my Allegro Bus was repaired to my satisfaction. I was pretty happy with the prior Service Team but since April of 2019 the new Service Manager and Annaka have shown an entire new level of Customer Care. I am a pretty demanding customer and a very satisfied one!
Recommended
JH
James H.
Marysville, WA
10/15/2019
COMPLETELY UNETHICAL!!! DO NOT DO BUSINESS WITH THIS COMPANY
COMPLETELY UNETHICAL!!! DO NOT DO BUSINESS WITH THIS COMPANY I had my Motor home in for some repair work and when they were done they had damaged another part rendering my motor home UN drive-able they say that it was just a coincidence but the part they worked on and the now damaged part are just inches apart what are the odds of that? and are now refusing to pay for the repair that is now approaching $2000.00. If I could give them zero stars I would!
Not Recommended
MP
Mary Jo P.
Oak Harbor, WA
09/12/2019
Service department
Beware of Poulsbo RV in Mount Veron Wa! We pushaced a travel trailer from them and gave back our trailer to them the frist of Aug. And was told we would get it back on the 14t of Aug. Still waiting and have goting a lot of bill shit reasons why the work has not been done. Our insurance compant is asking us why thier check is still on the books. DO NOT BUY FROM POULSBO RV IN MOUNT VERON/BURINGTON WA!
Not Recommended
DM
DAVID M.
Yuma, AZ
08/14/2019
HIGHLY COMPETENT WARRANTY SERVICES
Folks in service department challenged by multiple warranty issues in my "new" RV did and they are still doing superior work. They are patient, friendly and have lots of repair experience and can be trusted.. ATTENTION: You do not always get your way because, guaranteed, they know what are doing in reference to RVs and will educate you the facts of a repair matter. Sales , financing and office staff are all open to a chat, even though they are busy! Most unusual, the general manager was visibly around and happy to discuss issues with and anyone. Ten stars would be better. Have had to go back a few times due to the large amount of issues but they handle it!
Recommended
DS
Debbie S.
Bellingham, WA
07/25/2019
Avoid at all cost!
I had to give this a one star in order to WARN others to be aware that this business's service dept is to be avoided at all cost, for it will cost you in not just dollars, but time, headaches, lies, very poor customer service. Management is unable to prioritize, complete any task within a timely manner not even a return phone call or properly price out the cost of the job at hand. We took the unit in for one thing and ended up with another very costly issue. We made an appointment 3 weeks in advance! After our first check in and over a week later we find out that they were not even aware our unit was there. We were promised a lot of things, over a month it took to make the necessary repairs and thousands of dollars later we finally were able to get our unit back. Never take anything to this place! Don't let them drive your unit either offsite, I found my furniture tossed in all directions after they drove it. Plus a pair of topiary bushes worth over $100 that were locked in a storage area only, that no one should have been in, went missing.
Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
Attention
We use cookies to personalize content, enable certain functionality, and track site analytics for marketing purposes. You consent to our cookies if you continue to use this website.
I learned once again that the real story about a company occurs after the sale. They’ve taken your money, They’ve said all the right words about their focus on customer service and satisfaction. That’s when things can go off the rails. And that’s where my story begins.
David, the sales person I worked with (and soon to be sales manager), explained the family owned company’s values. The key ones in my opinion are listed here (in my words). These were also emphasized by Brian, the service manager..
*Customer service and satisfaction
*Fair pricing and service (no gouging)
*Open and honest orientation and communication
*A team approach to resolving problems that occur. {And yes the RV owner is a part of the team!.)
*When there is an issue/problem, work the problem until it’s resolved (dialing it in was a motto I heard).
What I experienced
Everyone was helpful and friendly. No pressure to make a decision. My questions were welcomed and answered.
It’s critical,to understand the implications of the coach design on performance and meeting expectations. . Will it work the way you think it should? Are there aspects of the design and potential performance that won’t meet your expectations? I had 20+ years with 5th wheel trailers. So I figured that experience and common sense would serve me well.
On the first trip, I learned the hard way I hadn’t done all of my homework prior to the purchase. Two major problems. The Thor coach was severely battery underpowered. We do a lot of off the grid camping and two standard wet cell batteries wouldn’t get us through the night without the generator. Why? The frig is like one you put in your home. 110 volt only. And it’s a power hog. So I figured I had two options. Add solar. Or find the nearest cliff
The second big issue was the slide. It’s a full wall. My experience with my fifth wheel was mostly positive with big slides. So I assumed. But then reality struck again. At the first campsite, It wouldn’t extend. Just one end moved a few inches. I was 25 or so miles to cell service. So I ended taking multiple trips to call service in Mount Vernon. Helpful, but not able to solve my problems. So it was living in a cramped room without access to some critical things in blocked storage areas for two weeks. And sleeping on the sofa so I could hear the alarm saying the batteries were dying. The generator got a workout several times a day. Any day trips away from the motorhome and the need to run the generator were out of the question. So I learned a lot on that first trip.
At the end of the trip I drove straight back to Mount Vernon. Not a happy camper. As I drove I was working the problem. And wondering what help I would get.
I was indeed impressed and relieved.
Over the next weeks,and months there were a series of fixes and failures as the service manager and crew dialed in the solutions to the problems. Slide issues, power issues, and miscellaneous other items. And they were sometimes interrelated.
Early on I put together a proposal to completely change the power system in the coach. The chassis is fine as is. The service manager and team improved on my ideas and made it happen for less than I expected. Ended up with a solar system, a humongous high tech battery, and a new integrated charger/controller.
Please note that I had no reservations at this point about having this big job done at Poulsbo RV in Mount Vernon. Things were working out.
The saga still is a work in progress. New issues are revealed. But that’s the nature of RVs. Hair pulling at times.
The seals continue to be a problem. Sometimes a mistake was made, but issues are mostly due to the coach slide design and always having ample battery supply.
At this point, I have no hesitation saying that all future maintenance and modifications will be continue to be done there.
My overall experience and assessment about whether their actions conform to their stated values and goals (in my words as I understand them) follows.
*YES. Customer service focus .
*YES. Open and honest communication
*YES. Fair pricing and service.
*YES. Working out problems experienced in a mutually satisfactory way. There was no time when I experienced pressure or gouging. Some work had to be revised or redone, but that the nature of such businesses.
RogerC