Please read complaint letter mailed to Chesaco RV Corp office:
We as customers of your company would like to share our nightmare story with you. We do understand that you are the largest dealership in the
state of Maryland when it comes to RVs, campers etc. and it should give customers the best customer experience too. But in this case it didn't. Let
us try to tell you what happened in our case.
Back in July 2013 we started to look around for our first camper/travel trailer. We contacted your store in Joppa, MD where we did meet a great
salesman, who took care of our needs. Unfortunately at that time Chesaco RV didn't have a travel trailer which would fit our needs. We also
contacted the store location in Gambrills, MD and provided them with our contact information, in case they would have something which we could
use. It didn't take long for that location to call us back and let us know that they would have a travel trailer for us, with the exact requirements we
were looking for.
Since we were dealing with the Joppa store first and we didn't wanted to transfer a sale from the store to Gambrills, we asked Joppa to handle this
sale from start to end. Unfortunately the sales man in Joppa went on vacation while this whole deal took place.
From this point on all our problems started. Since the trusted contact with your company were not available to us, we asked to have the whole sale
transferred to Gambrills, MD. To our surprise we found out, that this was only making matters worse. The person who was in charge of financing
in Joppa, apparently were still involved and caused the sale to fail. All paperwork was signed in Gambrills, but we as customers, didn't know that
they were transferred to Joppa to be finalized. The first loan application was initially approved but later denied. The bank kept the original loan
application, and requested that we as customers should sign a new loan application, which were approved. In this process your financing guy
didn't change to date of first possession of our trailer to the bank, but kept the old date on the application which was denied. We were also given
the information that the bank destroyed the original application, which were not true. The bank had the document all the time, but since your
finance guy didn't ask for it, but told us lies instead, it caused a lot of mistrust. We as customers of the bank had to call them to ask for the
original document, which we then asked the sales man in Gambrills to get for us. We now have a monthly due date on our loan, which are
different from when we took possession of our new camper. Normally a new loan have 30 days until the first installment is due. We were given
less than 3 weeks. And since we didn't get any loan documents from Chesaco RV, we had to make the first installment in your location in Joppa.
Suddenly out of the blue we receive a phone call from the bank, who are letting us know that our first payment are more than 30 days late. How
can that be, when we make the payment to you as requested by the same finance guy in Joppa and signed by him? How can Chesaco RV possible
keep customers payments passed 30 days to screw up their credit, screw up their trust without accepting responsibility and provide proper
business etiquette instead of lies? We as customers of the Joppa location had at this time lost any trust, confidence and would not at any
circumstance do business with that location except for service.
In the process of buying a travel trailer from you we asked if we could contact any of your 3 locations to schedule service in case repair or service
was needed. We were given the answer that it should be possible for us to do that. Finally some great news, but again Chesaco RV didn't follow
through. After the first time camping we found out that the kitchen plumbing was leaking. It was urgent that we needed an emergency repair to
our trailer before it would be ruined of water damage. To our big surprise when we tried to schedule this urgent repair in Joppa, we were given the
information that Joppa didn't accept service for RVs which was sold at the other Chesaco RV locations. This repair and service option was the deal
breaker, since we didn't have to haul our camper over the key bridge or through the tunnels in Baltimore to get service. It was only after a
manager in Joppa got involved that the answer about service changed. All of a sudden we could now schedule service in Joppa,, but we would be
last in line. Really, is that a way to treat new customers with an emergency repair, to tell us that we had to wait several months and not be able to
go camping all summer because of the flaws in our brand new travel trailer?
Again we had to contact the Gambrills location and ask them for the service that we needed so bad. Again it cost us toll fees to haul our camper to
Gambrills because of your lies and failure to provide service for your customers on an equal basis at any of your 3 locations in Maryland. At this
time we have spent more than $130 in tolls because of all the misunderstandings.
Last we would like to address how your service department fails to provide service on a new camper purchased with your company. On the day
where we would pick up our new camper, we would be a part of a walk through, where things which would require service, would be found and a
plan for repair/service would be made. A major thing in this new camper had to be repaired/exchanged. It was a cabinet face which was broken
from the manufacturer. This item was written down amongst other things which had to be looked at. This walk through took place in July 2013.
We agreed upon that this item could be changed at the end of season so we wouldn't have to have to miss out on camping. We were provided with
an estimate of 2 months for the parts to show up. We did haul our camper to the Gambrills location on December 11th 2013 and they still have
our camper and still no part from the manufacturer.
First question to you would be, why was this cabinet not ordered either on or a few days after purchase? We also understand that Chesaco RV in
Gambrills had some manpower problems at that time, which meant that this cabinet was not ordered. When the new person in charge for these
warranty repairs was settled in, we were told that she ordered a wrong item like a cabinet door instead of the cabinet itself? And why is it so
difficult to get a straight answer about the time it will take to finish up these repairs? Remember it is your customers property, you take time
aways from us, to go camping under warmer skies by not providing solutions to us. We are being provided nothing but poor excuses from
Chesaco RV instead of solutions. Your service department had more than 6 months to get this right. So now we lost all trust in this location also.
We have an extended warranty on our camper with Chesaco RV, but where do we go for service, since we are getting this treatment by Chesaco RV
no matter where we go? In case Chesaco RV provides answers like, its company policies, please provide written copies of these policies, just to
verify that we are all on the same page.
So let us recap this in a shorter version. Lies, incorrect information, misunderstandings, expenses for hauling camper for service, which we as
customers should never have had, service times extending more than 6 months, no service at the Joppa location and to finish it up more lies. What
will Chesaco RV offer to solve this situation? At this time an excuse is not even enough to change this.
Not completed after 6 months.