The following letter is sent to provide you with information of my recent service visit to McGeorge?s Rolling Hills RV in Ashland, VA.
On March 17, 2006, I dropped of my Presidio 39B for the following service items:
? Perform 150 hour service on generator
? Repair water heater bypass valve under sink, this developed leak causing flooding, temporary repair made, Mandalay had sent me the part, I left the part on the sink so they would not have to order another
? Perform alignment (steering wheel is cocked when driving in a straight line)
? Windshield leak (third time for this issue)
? Replace burned out fog-light
? Repair entry door, does not shut without excessive slamming
? Replace engine louver, fell off during first trip from dealer on the way home
? Replace broken ladder
? Replace bathroom shade, broken string
? Replace wet bay strut, door does not stay up
? Replace broken closet door hold latch
? Repair cracked fender, owner caused when hit ditch
After several calls to find out when the rig was ready, I was told it was finally ready on May 12, 2006 (Friday). I had to call to find this out, the service department did not call me. When I asked if I could pick it up, the service writer told me he would call me back. I never received a call back. I called the service department on Monday, May 15, 2006 and told them I would be picking up the RV that day. I was told that there was a broken drawer caused by a technician and they ordered the part and it would be in later that week. I said they could mail me the part and that I needed to pick up the RV.
When I arrived, I was told the RV was being cleaned, i.e. the RV was not ready.
I asked to see the broken drawer because if it was not too bad, I could still use it temporarily. I was told the drawer was sent back to the factory.
After looking over the RV the following was noted:
? Perform 150 hour service on generator ? I ASSUME THIS WAS DONE, ALTHOUGH DUST LEVELS ON THE GENERATOR LEAVE ME IN DOUBT
? Repair water heater bypass valve under sink, this developed leak causing flooding, temporary repair made ? REPAIR NOT COMPLETE, ALTHOUGH I WAS TOLD IT WAS AND IT WAS STATED ON THE WORK ORDER AS COMPLETE. ALSO, THE WOODEN SHELF UNDER THE SINK WAS NOT INSTALLED, MORE ON THIS BELOW
? Perform alignment (steering wheel is cocked when driving in a straight line) ? STEERING WHEEL IS STILL COCKED
? Windshield leak (third time for this issue) ? APPEARS TO BE REPAIRED
? Replace burned out fog-light - FIXED
? Repair entry door, does not shut without excessive slamming ? FIXED, HOWEVER, NOW THE DEADBOLT DOES NOT LOCK
? Replace engine louver, fell off during first trip from dealer on the way home ? COMPLETE AND LOOKS GOOD
? Replace broken ladder - COMPLETE
? Replace bathroom shade, broken string ? COMPLETE, HOWEVER, SHADE WAS INSTALLED BACKWARD
? Replace wet bay strut, door does not stay up - COMPLETE
? Replace broken closet door hold latch ? COMPLETE, BUT PRICE STICKER LEFT ON, I HAD TO REMOVE LATCH AND SCRAPE OFF STICKER AND REINSTALL LATCH
? Repair cracked fender, owner caused when hit ditch ? VERY NICE REPAIR, I WAS TOLD THIS WAS DONE BY AN OUTSIDE REPAIR SHOP
When I asked about under the sink, I was told since they did not have the under sink shelf or backer board, they could not fix. I WAS NEVER CONTACTED IN THE 2 MONTHS THAT THE RV WAS IN THE SHOP ABOUT THIS. Then I showed the service writer that the parts were under the bed where I said they were they day I brought in the RV. ALSO UNDER THE BED WAS THE DRAWER (THE ONE I WAS TOLD EARLIER THAT A TECH BROKE AND WAS SENT BACK TO THE FACTORY).
When I became VOCAL to the service manager, she asked me to step into her office. I said that I think it should be heard about the lousy service I was receiving, especially to the customers in there buying RVs. She then told be she would call the police. I told her to go ahead. After she spoke with the dealer manager, I guess she did not, since the police never came.
After looking over the techs shoulder and explaining how to repair the under sink bypass valve (they did not instill much confidence), the valve and under sink area were finally repaired.
2 ? hours later we were finally out of the dealership.
At no time, did a manager come to apologize for the quality of service I received.
I had had issues with McGeorge?s Rolling Hills RV service department in the past and was not confident in their abilities. However, I was told that there was a management change and that things were better. So, I gave them the benefit of the doubt and returned. From the items described here, it is obvious that there are serious service issues with this dealership.
In summary, repairs were not completed to my satisfaction, I was LIED to about the drawer being broken, I was threatened with arrest, and service writers blamed technicians and technicians blamed service writers.
I please ask anyone wishing to consider purchase from McGeorge?s Rolling Hills RV consider another dealer if they wish to have service performed there.
I also ask that Mandalay consider dropping McGeorge?s Rolling Hills RV as a representative for their products.
Jim East ? Service Manger - McGeorge?s Rolling Hills RV
Mark Stanley ? Mandalay Luxury Coach
RV.net Open Roads Forum
Yahoo Groups ? Mandalay RV - Mandalay and Presidio RV Motorhomes
See above. Poor service. Poor customer service.