Dealing with Camping World - Lessons Learned

[magikmn]

I'm curious if anyone else cares to provide feedback on getting warranty service at Camping World? The internet is filled with testimonials about the terrible experience with CW service, mine included. I'm going on month 3 with my rig in a CW shop, which was bought new and taken out twice before having structural issues. There is no end in sight, and I was just advised more parts have to be ordered with approx another 4-6 week wait for parts, plus time for installation.

My wife and I are reasonable people, we understand parts and work take time, and we're only one camper among thousands needing service. I also realize each shop is vastly different in this industry. My biggest question - is the warranty/service frustration particularly bad with Camping World, or is this an industry-wide issue? I'm fortunate enough to be a good enough DIYer that I can fix most problems, but structural issues are beyond my skill set. I can't even imagine what it's like for folks who need to get service for every little broken item.

If anyone cares to comment on CW or just generally, I'd love to hear feedback. I'm also thinking my next purchase will not be brand new.

**Additional edit - Although Heartland's front line customer service was less than stellar, the company has honored my warranty claims and approved all materials and parts orders. There hasn't been any back and forth for approvals, so from that perspective, Heartland has stood behind the product. **

Thanks....

 

[rhodies1]

CW sucks....
You will need to keep on their *** because their focus is on selling and if there are small issues someone notes at time of buying,,,that comes first, your unit is a fill in when they get time.I would never buy from them: just dealing with them at their store level has been a pain. I have left my membership for store and towing elapse. Not going back.

 

[carl.swoyer]

You can ask for the factory to fix it in Elkhart. They have a repair shop.

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[magikmn]

CW sucks....
You will need to keep on their *** because their focus is on selling and if there are small issues someone notes at time of buying,,,that comes first, your unit is a fill in when they get time.I would never buy from them: just dealing with them at their store level has been a pain. I have left my membership for store and towing elapse. Not going back.

I definitely have learned that lesson. Even the service manager told me that they pull tech resources in and out, so there's no guarantee when they'll actually work on it. I've already decided I'll never spend another dime at CW. Of course, they love to ambulance chase -- I have a sales guy hounding me to trade and upgrade. Like, for real? You've gotta be kidding me... but of course, they're dead serious.

 

[magikmn]

You can ask for the factory to fix it in Elkhart. They have a repair shop.

Sent from my SM-A526U using Tapatalk

I would, but the unit is already apart with the siding torn off on both sides. So I'm now at the mercy of CW.

 

[sengli]

In my limited experience, most of the dealers I even attempted to do try and use are way behind, even before the covid issue hit. You already know what CW is like! If you think you can get into the heartland service center, forget it. My landmark, was reffered to affinity in Goshen for my warranty issues. And I am thankful for that, cause those guys are on the money.

Buying an RV is nothing like buying a new car as far as service is concerned.

 

[Jdm2326]

The experience from cw service/parts been awful they give you the run a ran about getting service or repair, the wait time is is about 2/3 month out. I try to get appraised my 2022 mallard m32 in order to upgrade and the selling point for the m32 was 44k only had for almost 7 month and they offer me 28k. They are out of their mind, I won’t deal with their service or parts ever again. I’m just asking 38k for my mallard m32 is all pay off.

 

[magikmn]

Of course, on top of all of this, the CW sales team has been hounding me. "You know you can trade this camper in, while is still being repaired..... we'll give you a good trade..." Of course they want to upsell me on a larger, more $$$ unit. While I have ZERO intention of spending any more money at CW, I decided to play their game to get the numbers. I bought my unit in Oct 2021, been out of commission since July 2022 - and they offer me a trade value of 52% less than what I bought it for.

I fully understand depreciation, but that's a true insult. It's a similar story to @Jdm2326 above.

In an earlier thread, someone had mentioned going to the Affinity group. Even though I'm in Pennsylvania, it'd have been worth the drive.

 

[Wondering Rileys]

I'm curious if anyone else cares to provide feedback on getting warranty service at Camping World? The internet is filled with testimonials about the terrible experience with CW service, mine included. I'm going on month 3 with my rig in a CW shop, which was bought new and taken out twice before having structural issues. There is no end in sight, and I was just advised more parts have to be ordered with approx another 4-6 week wait for parts, plus time for installation.

My wife and I are reasonable people, we understand parts and work take time, and we're only one camper among thousands needing service. I also realize each shop is vastly different in this industry. My biggest question - is the warranty/service frustration particularly bad with Camping World, or is this an industry-wide issue? I'm fortunate enough to be a good enough DIYer that I can fix most problems, but structural issues are beyond my skill set. I can't even imagine what it's like for folks who need to get service for every little broken item.

If anyone cares to comment on CW or just generally, I'd love to hear feedback. I'm also thinking my next purchase will not be brand new.

**Additional edit - Although Heartland's front line customer service was less than stellar, the company has honored my warranty claims and approved all materials and parts orders. There hasn't been any back and forth for approvals, so from that perspective, Heartland has stood behind the product. **

Thanks....

Beside parts on back order constantly and not enough service techs anywhere. For camping world, it’s the lack of zero respect. No call backs. They just leave you in the wind. Condescending attitudes every time you call them, for me; all of us spend good money on an over priced camper. Unfortunately for me, they are the only ones who sell the Fuel ugh. So I am Stuck dealing with them at times. Heartland warranties have let me use a mobile tech a few times which helps with the speed of the repair. Good luck my friend, hope your camper is fixed soon…

 

[Trouttramp]

I am personally dissatisfied with CW.
Wish we bought elsewhere.

 

[Dahillbilly]

so very blessed we purchased from an independant dealer , great success dealing with them

 

[Toy1Ton]

I also had a bad Esperance with them and well never go back. I don't get how in the **** they stay in business.

 

[SLO]

Unfortunately most people don’t research dealers before buying. And I don’t know of a way to inform people before they buy if they don’t research. Not sure if I’ve ever seen a post where they are happy with CW. My take, CW is interested in new business, not repeat business.


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[wdk450]

I always advise prospective RV owners to check out the dealers they might use on RVServiceReviews.com, or similar RV service reporting websites. I know that not enough RVers report their good/bad service experiences to make for a bigger database of info, but this is the best we have. I also encourage prospective new RV owners to join and post inquires on this forum about Heartland dealers.
There is an old adage about marriage that goes: "Marry in haste, repent in leisure". I think that this also applies to buying an RV.

 

[Mortalis6860]

I'm curious if anyone else cares to provide feedback on getting warranty service at Camping World? The internet is filled with testimonials about the terrible experience with CW service, mine included. I'm going on month 3 with my rig in a CW shop, which was bought new and taken out twice before having structural issues. There is no end in sight, and I was just advised more parts have to be ordered with approx another 4-6 week wait for parts, plus time for installation.

My wife and I are reasonable people, we understand parts and work take time, and we're only one camper among thousands needing service. I also realize each shop is vastly different in this industry. My biggest question - is the warranty/service frustration particularly bad with Camping World, or is this an industry-wide issue? I'm fortunate enough to be a good enough DIYer that I can fix most problems, but structural issues are beyond my skill set. I can't even imagine what it's like for folks who need to get service for every little broken item.

If anyone cares to comment on CW or just generally, I'd love to hear feedback. I'm also thinking my next purchase will not be brand new.

**Additional edit - Although Heartland's front line customer service was less than stellar, the company has honored my warranty claims and approved all materials and parts orders. There hasn't been any back and forth for approvals, so from that perspective, Heartland has stood behind the product. **

Thanks....

This sums up our feeling on CW and its worthless extended warranty.

 

[John22454]

I'm curious if anyone else cares to provide feedback on getting warranty service at Camping World? The internet is filled with testimonials about the terrible experience with CW service, mine included. I'm going on month 3 with my rig in a CW shop, which was bought new and taken out twice before having structural issues. There is no end in sight, and I was just advised more parts have to be ordered with approx another 4-6 week wait for parts, plus time for installation.

My wife and I are reasonable people, we understand parts and work take time, and we're only one camper among thousands needing service. I also realize each shop is vastly different in this industry. My biggest question - is the warranty/service frustration particularly bad with Camping World, or is this an industry-wide issue? I'm fortunate enough to be a good enough DIYer that I can fix most problems, but structural issues are beyond my skill set. I can't even imagine what it's like for folks who need to get service for every little broken item.

If anyone cares to comment on CW or just generally, I'd love to hear feedback. I'm also thinking my next purchase will not be brand new.

**Additional edit - Although Heartland's front line customer service was less than stellar, the company has honored my warranty claims and approved all materials and parts orders. There hasn't been any back and forth for approvals, so from that perspective, Heartland has stood behind the product. **

Thanks....

It's the hardest thing to get done. We have been waiting for parts or approvals to order the parts, on a brand new unit I just bought 6 months ago and was able to partially used for 2 weeks. Have 23 items on 2 work orders.

 

[wdk450]

Here is a link to a webpage the Camping World CEO, Marcus Lemmons, has set up for contacting his office about complaints. They seem to advertise this site in most of their email communications:

Contact Marcus

I take your feedback seriously and in order to quickly address your inquiries and issues, we’ve built a team in my office for you to reach out to directly. Our team members are equipped to address your needs and get you a resolution as soon as possible.

rv.campingworld.com

 

[magikmn]

Yah, we went that route, trying to reach Marcus, etc. One of the issues I was battling was the CW location in PA I was frequenting. After finally reaching a manager and a director, my requests for updates went no where. What finally got attention, however, was a two pronged approach:

1. Called the 800 number and asked for Marcus's CARE team. He has a dedicated staff to smooth issues, give out gift cards, apologize, etc. The lady I spoke with a few months ago is no longer there, but that team still exists. She just facilitated communication with the store, but she gave me a voice within the store. I must have hit a nerve too - I received an email I shouldn't have received - with the director complaining about me going over their head, being needy, etc.

2. I launched a public assault on facebook, twitter, etc. I'm pretty sure Marcus's team isn't watching the Heartland forums, but know full well they ARE watching facebook, twitter/X, etc. Start complaining there and you increase your chances of getting noticed.

I've since sold the Heartland trailer, so I'm just a spectator here. But best of luck to everyone.

 

[Trouttramp]

I will NEVER deal with CW again, not for service, not for parts and certainly not another RV.

Not one dime, not one cent.

We now laugh at: “If your not happy, then I’m not happy”

 

[cmurra6745]

i just sick the wife on them and they regret ever selling to
us hahaha