5th wheel brake job including new pads, bearings repacked; water heater part replaced; one leg of landing gear
Service doesn't get any worse than it does at RV America in Loveland. But hey, you have to hand it to companies who drop the bar lower than all the rest, because how else would you know good service when you get it?
As full-time RVers we have traveled more
than 5 years around the U.S. and during
the course of events we have dealt with
MANY RV shops. The service department here
has got to be the worst we've ever dealt
with. DO NOT GO THERE.
We've been to RV America before but only
dealt with their parts guy, who is great.
It seemed like a given that their service
department would match his level of
customer service but we were badly
As we stood there today, in shock from a
service job on our trailer that went from
an estimated $700 to $950 by the time we
picked it up, I couldn't help but laugh at
RV America's slogan that they so proudly
displayed in the waiting area, which said,
"It's all about YOU." It is NOT all about
you at this shop, it's really about how
much they can ream you for in order to pay
for their brand new expansion project.
Why am I so irate? Because we were treated
incredibly poorly by the grumpy old
service manager named Mike, from the
minute we dropped off our trailer two
weeks before the work was actually
completed. Apparently this guy either
hates his job or gets his jollies off of
talking down to customers.
The dirty details are as follows: During
our first service appointment two weeks
prior, it was discovered during the course
of the first 15 minutes of working on our
trailer, that the part we ordered from our
RV manufacturer was wrong and had to be
returned. The only person worth two bits
at this shop is the nice guy in parts, who
dealt with that mix-up so that we didn't
So we ordered a new part, then made a
second appointment until the new part came
in. After nearly two weeks, the shop was
able to squeeze us in so we hauled our rig
back 1.5 hours to this place.
As we dropped the truck off and got out to
unhitch, we were greeted by a forklift
driver who smoked in our faces, then
proceeded to lift our trailer up before we
were done unhitching. He lifted the
driver's side of our Dodge 2500 and the
trailer's wheels off the ground by the
hitch of our rig, then when we yelled at
him to "WAIT!" he dropped our rig HARD,
After the work was completed within the
day, we returned to get our trailer and
fell over when we saw that our final bill
was $200 more than estimated. When we
asked Grumpy to explain it, he did so with
a really bad attitude. As he begrudgingly
went over every line item, we could hear a
sales gal on the phone getting really
angry and repeatedly saying "I'm sorry
you're so upset sir, what can we do to
make you happy?"
Let me ask you this; what does it say when
you've got one angry customer in front of
you and another one is screaming at you on
the phone? You'd think RV America would
get a clue that something is wrong with
this picture. But no.
So upon noticing that they charged us $175
for the 15 minutes it took to realize that
the part we originally ordered was wrong,
I respectfully asked for some kind of
break, because of the parts mix up. Grumpy
glared at me and told me to take that
issue up with the manufacturer who we
ordered it from, it wasn't their fault, he
said. Grumpy wouldn't budge.
One would think that after a RETURNING
customer spends $900 plus miscellaneous RV
goods at their business, they would be a
little sympathetic and at least offer to
cut us some slack on that $175.
But no. Because it's not about the
customer at RV America, it's about
continuing to corner the market they
already have and squeezing every penny out
of anyone who walks through that door.
So we go outside to get our trailer, and
-the service guys left grease all over our
- 5 minutes later we returned, because the
brakes were so badly readjusted we
couldn't drive safely on the road.
- They didn't ensure our tires were
properly inflated after working on the
rig. After verifying the PSI ourselves, we
aksed "So you guys don't check tire
pressure when you're done?" The mechanic
literally snickered and condescendingly
said, "On a brake job? Not unless it's
- They also left water all over the floor
in our trailer's galley area, obviously
from when they replaced a part on our
water heater! We have no idea if our water
heater is leaking or not, since we just
got home and haven't tested it yet.
I've never taken the time to write such a
detailed review like this before, but
after being treated so badly and feeling
like I just got royally screwed as I
watched this shop pave asphalt on their
new expanded service area, I just had to
make sure that other RVers don't get as
ripped off as we did today.
Whatever you do, avoid RV America in
Loveland Colorado at all costs. Drive the
40 miles south to Denver where you'll have
your pick of better shops.