Michelle H Tzi

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| map-marker East Lansing, Michigan

Horrible customer service

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Gillettes Interstate RV - Horrible customer service

My husband and I bought a little 2016 R-Pod trailer from Gillette RV in 2017. We never had a problem with that trailer and kept it in great shape !

after using it for a few years, we decided to sell our very LOVED R-Pod and upgrade into something larger to accommodate our elderly parents for some camping. Upon arrival we were greeted by a salesman named Brian Monaghan- brian@***.com and asked to join him in his desk area. as we approached his desk, my husband looked down, cleared his throat. Looking up at Brian then back down at Brians phone as Brian quickly shut down the *** VIDEO he was watching.

Luckily, I didnt have my glasses on. Brian quickly asked us what type of camper we were looking for, and we explained to him that we have been researching many trailers, and wanted to look at a few freedom expresses .weve looked at a few and discuss some prices my husband and I left for the day ,and said we would get back with Brian with our final decision.

We actually were given a slightly better price at a RV place in Gaylord, but we thought we should keep our sales locally that way, it can be serviced locally. HUGE MISTAKE!

We bought the camper at the end of October, and it sat in our pole barn covered until May when we went on our maiden voyage. Everything seemed fine.

it towed like a breeze! However, after the first shower things started leaking left and right. my husband spent the weekend fixing leaks in the trailer. (We keep our trailer for three months in Munising) when we returned the following week it had rained pretty hard we open our camper and go into the bedroom where our brand new $600 mattress is soaking wet.

The floor has about an inch of water STANDING ! the front windshield significantly leaked and destroyed the wood under the bed. My husband and I were horrified. This is a brand new trailer.

We poured our savings into this trailer and we feel like we received a lemon. We tried to call Gillette and our previous salesman. Brian we waited a week and never got a return phone call. We actually had to use my daughters phone to call and speak to our salesman who actually answered the phone in two rings .(this was after leaving him multiple messages.) needless to say my husband was a little upset with the whole process, and decided to NOT BE IGNORED anymore ,and go in and talk to the general manager Stuart Brabant-stuart@***.com after we drove 6 1/2 hours back down from Munising.

We absolutely thought that the general manager would be sympathetic to us maybe, Im so sorry about all the problems youve had, and maybe give us a new mattress since ours was destroyed ,knowing that he sold us an RV that is a lemon. Stuart Brabant agreed to fix our windshield within a timely manner so our whole summer wasnt ruined .( even though its Gillette RV that needs to fix the windshield) we finally got to take our camper back to Munising only to spend the summer fixing non-stop leaks, furnace disconnections ,mold issues because of the leak , toilet leaking, shower leaking, weak shower floor, destroyed $600 Denver camper mattress, bed frame destroyed and moldy, outdoor kitchen sink leaking into the bathroom floor. The inside of the camper its self looks like it was put together by a toddler. My husband and I are not rich people!

We had to save a lot of money to put down on this trailer that we thought we would have for the rest of our lives. But once Gillette RV makes that SALE, YOU'RE FORGOTTEN! not only are you forgotten, but you are now a BURDEN! the last time my husband and I were inside the showroom the general manager heard us chatting and abruptly shut his door, and refuse to speak to us.

We are not asking for anything that is unfair. We didnt think that was too much to ask from a company that generates approximately $2.3 million in annual sales.

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Loss:
$450
Pros:
  • Good selection
Cons:
  • Horrible customer service

Preferred solution: The cost of a new mattress since RVs do not have lemon laws.

User's recommendation: STAY FAR AWAY !

Mari M Kby

Worst experience EVER!!!!

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Our 2019 MDQS slide has been broken since before we left the dealer. When we arrived at Gillette Interstate RV to pick up our brand new unit the slide did not work properly. It is the slide with the refrigerator. Our Salesman Mike Taravella from Gillette Interstate Rv immediately stated that it was not their problem it was Jayco's since they were the manufacturer. Our salesman spent a total of 3 minutes passing us along to someone else to assist us. The technicians worked all day on it replacing wiring harness and swapping out motors and control modules, to no avail. Since we had rented a campground near by for the night they let us take it because we were able to get the slide out an inch at a time. The technicians said it would be ok and they were ordering a new wiring harness and would replace it the following day. In the morning when we tried to put the slide in to bring the unit back so they could work on it, the slide would not budge. Gillette sent the techs out to the campsite where they worked on it until they could manually get the slide in and we were able to get it back to the dealer. When the new parts arrived unfortunately they were not the fix. We tried talking to the Gillette Interstate RV General manager Stuart Brabant but he never even came out to the service bay and we were told he was unavailable, we asked that he please call us as we just purchased a $70,000 unit from his dealership that was broken. I then took matters into my own hands and reached out to the Jayco. I was directed to Rodney who was helpful and sympathetic to our situation and and arranged for the Pinnacle 37MDQS to be brought back to the manufacturing facility and be repaired. We left to head home as there was nothing more we could do. About a week later arrangements were made to deliver it to us at the campground we rented for the summer. We were in the process of becoming full time RVers and our home was listed on the market for sale. Glad that we would have the fifth wheel to reside in the rest of the summer we excitedly met the transport guy at the campground. He placed the fifth wheel on the lot and asked us to sign and confirm he delivered it and that there was no exterior damage. We agreed and asked him to wait while we tried the "slide" to our utter disappointment it would not go out. The delivery guy was kind enough to hang out with us for an additional 2 hours as we contacted Jayco to see if he could bring it back. Finally Rodney at Jayco told us to let the delivery driver go as they did not authorize him to bring it back. Jayco is sending someone out to look at it but I am a bit sceptical that it will get fixed seeing that no one has been able to fix it yet with new motors, wiring harnesses and control modules. So here we sit with a brand new unit that is broken.... I am so disheartened. I wrote to Mr. Derald Bontrager the Chief Executive Officer of Jayco, Inc. and pleaded for them to take this one back and give us a new one because I think this one is a lemon. It is not fair to expect us to have to keep a defective unit. Our dream has turned into a nightmare...
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Loss:
$70000
Cons:
  • Stuart brabant
  • Mike taravella
  • Gillette interstate rv
Reason of review:
Poor customer service

Preferred solution: Replace the defective unit with one that is not defective

Anonymous

Gillette R/V DOES NOT CARE ABOUT CUSTOMERS

MY 2019 Jayco Pinnacle has been broken since i picked it up 5/29/19 GILLETTE dose not seem to care in fact they told me the problem was not there problem it was Jaycos . also my wife wrote a review and our salesman .MIKE started sending my wife endless emails till she contacted the general manager to get him to stop .
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1 comment
Guest

Wow!! unreal, thanks for the information..we have a 2018 Montana 5 th wheel .we'll stay clear from that place, sounds like they don't back there business policy up at all

Anonymous

Disappointing at best

Disappointing experience to say the least. our sales person was Mike Taravella. While dealing with him over the internet he answered most of my questions. While they offered a very attractive price I keep getting "this unit is at rock bottom." I didn't realize that "rock bottom price" meant poor customer service while outlaying over 20K in cash at the same time. I had asked about getting a bumper mounted grill added in as part of the purchase, he said he'd see about it. he didnt email me back for 2 day about the grill until we were in route. that we were in route from South - Central Indiana so needless to say a little late. ( Makes me wonder if that was intentional and if he's as shady as the rest). I had requested that the unit be ready for our inspection and had agreed upon a date and anticipated time that we would arrive. Was told that it was fine and we could text if were running ahead or behind. about 2 days before were to head up i get an email asking me when we planned on coming up. On what day you wanted to come up here and pick the unit up? Last thing I Remember is you asked if this week or next would be ok. I said that was fine but still need to schedule you in for a time and date." I stated "I’d mentioned Friday @ about 10am. You said you’d put me down for 11 but I could text if early or behind." mike then said I apologize. I see you on the schedule just making sure. Always want to dot my I’s and cross my T’s." I'm not sure who he's trying to fool because he obviously didn't get me on the schedule. Then he asks if i can do later in the day. Absolutely not. He basically greeted us then disappeared. The inspection person we were put with was Cody. He took us out to the unit and we began our inspection. First of the unit was filthy. I was horrified that they are offering a unit that had not been cleaned. I notice big black ants in the unit. Cody would kill them and toss them out the door. I didn't think to much about a few ants.... more later. We made our punch list. We opted to have the exterior protection done... I'll elaborate more on that later. About an hour later we were told that it was ready. We go back out i see that virtually noting on the punch list was touched. I was starting to loose my cool at this point. They knew in advance that we traveled almost 5 hours each way. I went on to further examine the units exterior. It was to have been washed as part of the prep for the exterior protection product. Yet i took a white towel form my truck and wiped off black dirt on the front of the unit. I asked are we sure you did the front? They said yes but they kind of all disappear when i showed them the towel with the grime i wiped off. I don't think I'd do any type of "Protection Plan" again. seemed like a rip off to me especially since they were have washed the unit. It was like we have our cash in hand so were done. There was one guy Nick that was so disconnected and obviously didn't care one bit. It really makes we wonder how this place has survived the re-session. If I knew before considering this unit what I know know I would go else where to spend my hard earned cash. I had considered another dealer in MO. Oh and I bet we killed in excess of 100 big black ants over the first 48 hours that we had the unit. I actually had to buy some any spray to try to keep them at bay. I'm not sure where they keep these stored but to have an ant infestation is another disturbing find. I was beginning to wonder if I was going to need to get an exterminator. They are so disengaged that not a single person thanked us for purchasing from Gillette's Interstate RV while in person at any during our time on site. That only emphases the blatant disregard for any type of customer service. I honestly would say find someplace else to buy from, someplace that places the customer in high regard and provides superior customer service at the same time. (we noticed a few more things that needed attention so we took it to a more reputable dealer in Edinburgh Indiana for warranty service 4 days post purchase).
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Reason of review:
Bad quality
Anonymous

Gillettes Interstate Rv - Rv Repair Review

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One star is too much and this is strictly on the service department. Our Rv has been in service for seven yes your reading this correctly SEVEN (7) months. We have owned our Heartland Cyclone for one year. Our one year anniversary was last week. We have had the worst experience with the service department. False promises, down right lies, 100% lack of customer service. Thanks to Gillette RV we were unable to travel on our family camping trip because we did not have our RV that we were promised to have back in October when it was dropped off. Fingers are pointed at everyone else and never resolutions. Calls are NEVER returned and customers are meaningless to this company. Yet again we were promised for the 10th time that today was the day to pick up our unit, I had to call to confirm at 2 pm to be told sorry it is not ready. I have had enough. I will not be disrespected as a consumer any longer. Please stay ad far away from the service department as you can. Save your time, you will surely miss family events like we did because of them.
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Reason of review:
Poor customer service
Anonymous

Gillettes Interstate Rv - Cruiser Rv Rv Review

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Salesman MIKE steered us to ENTERRA. My husband and I are cancer patients and had to relocate to Texas for treatment from Michigan what 2015 Enterra online site unseen first mistake second mistake was trusting salesman and warranty people sold us extended warranty which doesn't cover anything for first two years and definitely doesn't cover the furniture that she promised us it would drove off the lot with the list of repairs and when we tried to get them repaired Heartland trailers bought out Cruiser trailers and can't get work done. I waited two months to have repair work done and RV repair shop in Texas said it look like they use this trailer for parts ceiling had to be completely rebuilt shower floors rebuilt faucets leaking back into the bedroom trims off-the-wall light fixtures fell off the ceiling. trailer was sold to us as a 15 found out it was a 14 sitting on the lot till July 2016 when I bought it and it was full of large black ANTs. Bought this trailer salesman said it had subway backsplash. Lies. It was pressed wood paneling that had to be torn out due to sink and faucet leak. Can't be replaced so Heartland sent wallpaper for a $47,000 trailer repair. Kept my trailer 2 months I had to pay $650 a month lot rent. $350. Month payments and stay in hotels and with friends while they decided what they were going to fix. Gillette RV will not return calls. Always say leave message. I'm sick and don't know what to do
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Reason of review:
Not as described/ advertised
Rachel Voq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Pasadena, Maryland

2014 Crossroads Cruiser 5th wheel.

We posted a review 5 months ago on the Cross Roads Cruiser 5th wheel. Now we are going to try and get the actual dealer to give us $10000 which is what we lost on the 2014 5th wheel because the floor did not meet the frame. The dealer is Gillette Interstate TV in East Lansing Michigan. The dealer did put 85 screws into the floor of the Cross Roads Cruiser 5th wheel to stabilize the floor. It did put a band aid on the 5th wheel. We were afraid to keep the 5th wheel because of the floors outer edge not meeting the frame itself. So we purchased a different trailer from Gillette Interstate RV and wound up being out at least the $10000 mentioned above. We definetley feel that Gillette Interstate RV does owe us this money.
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Reason of review:
Problems with payment
2 comments
Guest

Good luck with that. The dealer is reimbursed by the manufacture for repairs.

SOOOO; the dealer performs repairs authorized by the manufacture, the manufacture should had been re-contacted by yourself if you did not believe the repairs were done satisfactory. Did you get a second opinion by another repair facility about the repair and whether it was done properly or not?

Enjoy your new trailer and 10k loss. Next time go about things the way they are spelled out in the warranty and you will have better luck, because luck is what you are out of now.

Guest
reply icon Replying to comment of Guest-1089968

Have tried to get the Cross Roads Co to do something since the summer of 2014

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Rachel Voq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Pasadena, Maryland

2014 Cross Roads Cruiser

We purchased a 2014 Cross Roads Cruiser RV from Gillette Interstate RV in East Lansing MI. We tried dealing with Cross Roads RV trying to get the $8000 back that we had put into the, Cross Roads communicated with us but would do nothing except having Gillette Interstate RV put 86 screws into the floor so the floor would no longer be "SOFT". We were afraid to keep the 5th wheel and traded it back into Gillette Interstate RV. They only gave us $23,000 for the Cruiser so we were out over $10,000.
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Reason of review:
Pricing issue
1 comment
Guest

No response from Gillette Interstate RV, East Lansing MI

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