T M Xbd
map-marker Silverdale, Washington

Think twice due to the worst customer service I have experienced

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My review is the following letter sent 081018 with a note that another call was placed to Clear Creek RV on 090618 when it was noticed that the carpet and pad were soaked in the bedroom. When my mother called Clear Creek she was told it will cost $360 to send a technician out and it was implied that she has caused the leak. An important note is she has no washer/dryer installed and we called Jayco this morning who provided quick troubleshooting steps which allowed us to locate and repair the problem ourselves, which turned out to be a leaky pipe in the washer/dryer area. I conclude the pipe was tweaked during delivery. She has had it one month. The following letter, to this day, has received no response from Clear Creek RV. You can sell a pile of junk, but if your customer service is stellar, people will come back to buy from you again. This won't be the case. Good day Clear Creek RV, My mother has purchased a 2018 Pinnacle from the Silverdale location. It was delivered last Monday, August 6th. She has had some major issues with the Pinnacle and I wanted to drop a note about our feelings of less-than-expected customer service to this point. My hope is, after review of our concerns, you will see where the customer service could be improved and therefore provide us with better customer service from this point forward. Today my mother said she felt like she should return the Pinnacle and get her money back. She is not happy with the Pinnacle, and it is my belief that it is directly related to the service we have had since Monday. She has had the Pinnacle only five days. It started by learning the two DVD players were defective. Hindsight should have been that we had asked Clear Creek to hold the Pinnacle until the DVDs were repaired/replaced, but we did not. This is not a big deal and we will be patient and wait for the repair/replacement. The big deal is that immediately after hooking up to our water supply, leaks began. We have notified your service department about this multiple times and have began to document the occurrences of problems. The leaks have since been repaired by the kind technician who fixed the leaky faucet/connection? I presume behind the panel at the back of the shower stall. The leak started Monday night and was repaired Wednesday. It was a constant leak, leaking out the bottom of the trailer at a rapid rate. Water was under the shower, leaking into the bathroom floor area, leaking under the through-and-through storage compartment located under the bed, leaking out from under the water heater, and eventually leaking out the front of the trailer. My mother put two buckets out to catch the leak. What we have not told you is that beginning Wednesday night, she smelled mildew. Last night she slept in the living room due to this smell. We have placed a dehumidifier within the closed through-and-through compartment in hopes there is no permanent damage. We are not trying to be difficult. But...I ask you...if you spend $70,000+ on an RV, would you accept this? And we are people that are willing to work with you, however we had both thought a technician was coming out today to fix the DVDs and called today to obtain a time because we have some plans together later today and wanted to be sure not to miss the technician. We don't feel this was met with quality customer service. What I am asking of you, is to please provide better communication with my mother. She called at 0800 and again later, leaving two messages that were not returned until she reached Mark who contacted the Service Manager. We should not have to make so many calls and I feel a reasonable phone call return rate is within the hour unless there is a message on the voicemail stating otherwise. My mother was told Tuesday that a technician would be calling her to make arrangements about her leak and never received a call. For this reason, we have lost trust that we would receive timely returned phone calls. Please see if you could give her a heads-up phone call when the technician will be visiting to repair the DVDs. We are simply trying to get the Pinnacle in the shape it should have been when removed from your facility and we are also trying to live a normal life. That takes communication from both your staff and us. Please be better to us. My mother simply wants to be comfortable in her home, as you would want that as well. I do plan on writing an in-depth and fair review for the public to see when this is all said and done. I ask of you to provide top quality customer service from here on out. Our neighbor has a Montana she bought from Fife just one week before my mother purchased her Pinnacle. Our neighbor has not had one single issue. Seeing our neighbors Montana is what prompted my mother to want to purchase a new RV. We expected better. Thank you for considering and for reading. The trailer was also delivered brand new with 3/4 gray water tank full which my mother had to pay to empty.
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  • That everyone was nice until the rv was off their lot
  • Hallmark with sales
  • Location
  • Kevin and his service dept
  • Warranty
  • Suggesting that i caused the problems in my rv
Reason of review:
Salesman, Hallmark, was very kind. Mark and Chris in service were fairly kind when needing communication, but never received closure.
Davian Xnx
map-marker Silverdale, Washington

Resolved: Bad experience with service department

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I had to wait a month for an appointment to address a brake service problem from last fall. When I brought my trailer in for the scheduled appointment I was told that they would get to it in a day or two. A week later I called to find out that the work hadn't start. The next day the brakes were adjusted, but the service tech did not address the problem I was having with the brakes. The tech told me to take the trailer on the road to see if the problem was fixed and if it wasn't to bring it back and they would get on it right away. The problem was not fixed and I called and was told to bring it in. When I brought it in I was told that they couldn't get to it for at least a week. The service department doesn't keep their commitments.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution


Keystone Rv Rv Review

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Bought a fifth wheel in may 2016 had eletric problems sewage problems and now the roof is leaking when it rains and the trailer is full of moisture. And clear creek refuses to refund our money.
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Reason of review:
Bad quality

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