Extended warranty problems @ camping world
Hi- I am having an issue with the extended warranty program and my Camping World store. I purchased a new fifth wheel and extended warranty from Camping world in 2012. This year (March 2016) I took m...
Forum Discussion
"All three parties share blame in this debacle."
Whoa... Not sure how you came up with that analysis..
-The Insurance Company- did nothing wrong- their requirements are very clear. I had an issue in Florida about two years ago- called a mobile repair company who accepted their coverage and things went extremely well.
Guy showed up- troubleshot the issue/ called the Insurance company with the analysis/ cost. Insurance company approved the repair (>$500) - Mobile repair guy handed me a bill for the deductible - I paid and he was off. went very well/ without a hitch. I called the insurance company after this Camping World fiasco and reviewed the situation with a manager. CW HAD called in initially and reviewed the repairs with them. The Insurance company gave them specific actions that were needed to get approval (part numbers/ labor estimates). Camping world NEVER followed up with any of the information requested. The Manager even said that on its face it "appeared" everything would have been covered but they cannot approve the repairs without prior approval unless it was an emergency situation AND they hadn't waited so long after the repairs to get back to them. They even had a note where i had called in to see how things were going. I was told at that time the Ins. Co. was waiting on additional info so I ASSUMED everyone knew what was going on/ needed to be done.
-Me - I was very upfront with Camping World -told them when i needed the rig back which gave them plenty of time (8+Months) to get approval and effect the repairs. I made sure they knew i had Good Sam Extended Coverage (sold by their sales people) and that they understood they needed Insurance company approval before they did any repairs. I stayed in communications with them checking on status.(I always had to chase them down) I was told that they had all necessary approvals and they were performing the repairs. I even reviewed the few repairs/ cost for the issue i was responsible for prior to giving approval.
- Now lets talk Camping World Chichester NH- They lied to me telling me things were approved when in fact they were not. (I was told this over the phone as well as via email). They lied to me as far as the cost I was responsible for ("sorry we told you this was $$ but we didnt include $$$$"). I have the original "estimate" for my costs that did NOT include massive shipping charges for parts (hundreds of dollars- one part was $165 alone- in fact EVERY part needed per CW had to be shipped in even a basic MAXX-aire fan...)in addition to "additional labor costs that ran over what they expected" by several hundred dollars (in one issue I was quoted 2 hours labor and charged for 4). At the last minute they held my RV hostage knowing I had a drop dead date to be in Florida for work- Knowing they screwed up i didnt even get a "you've been a long time customer - pick it up now, go to Florida and we will work this out." (This is my second RV purchased from this store in the last 10 years). And finally they took 0 responsibility for any of the problems. Not one single "sorry we screwed up" or NOT EVEN "we appreciate your business this wont happen again".
I have been in Customer Service for over 40 years. I have NEVER seen a company treat customers this way. At a minimum you would expect a manager to reach out and at least want to listen to the story and connect with the individual. Understand what went wrong so that the customer and the company understand where improvements need to be made. This speaks volumes about CW's attitude towards servicing its customers.
Whoa... Not sure how you came up with that analysis..
-The Insurance Company- did nothing wrong- their requirements are very clear. I had an issue in Florida about two years ago- called a mobile repair company who accepted their coverage and things went extremely well.
Guy showed up- troubleshot the issue/ called the Insurance company with the analysis/ cost. Insurance company approved the repair (>$500) - Mobile repair guy handed me a bill for the deductible - I paid and he was off. went very well/ without a hitch. I called the insurance company after this Camping World fiasco and reviewed the situation with a manager. CW HAD called in initially and reviewed the repairs with them. The Insurance company gave them specific actions that were needed to get approval (part numbers/ labor estimates). Camping world NEVER followed up with any of the information requested. The Manager even said that on its face it "appeared" everything would have been covered but they cannot approve the repairs without prior approval unless it was an emergency situation AND they hadn't waited so long after the repairs to get back to them. They even had a note where i had called in to see how things were going. I was told at that time the Ins. Co. was waiting on additional info so I ASSUMED everyone knew what was going on/ needed to be done.
-Me - I was very upfront with Camping World -told them when i needed the rig back which gave them plenty of time (8+Months) to get approval and effect the repairs. I made sure they knew i had Good Sam Extended Coverage (sold by their sales people) and that they understood they needed Insurance company approval before they did any repairs. I stayed in communications with them checking on status.(I always had to chase them down) I was told that they had all necessary approvals and they were performing the repairs. I even reviewed the few repairs/ cost for the issue i was responsible for prior to giving approval.
- Now lets talk Camping World Chichester NH- They lied to me telling me things were approved when in fact they were not. (I was told this over the phone as well as via email). They lied to me as far as the cost I was responsible for ("sorry we told you this was $$ but we didnt include $$$$"). I have the original "estimate" for my costs that did NOT include massive shipping charges for parts (hundreds of dollars- one part was $165 alone- in fact EVERY part needed per CW had to be shipped in even a basic MAXX-aire fan...)in addition to "additional labor costs that ran over what they expected" by several hundred dollars (in one issue I was quoted 2 hours labor and charged for 4). At the last minute they held my RV hostage knowing I had a drop dead date to be in Florida for work- Knowing they screwed up i didnt even get a "you've been a long time customer - pick it up now, go to Florida and we will work this out." (This is my second RV purchased from this store in the last 10 years). And finally they took 0 responsibility for any of the problems. Not one single "sorry we screwed up" or NOT EVEN "we appreciate your business this wont happen again".
I have been in Customer Service for over 40 years. I have NEVER seen a company treat customers this way. At a minimum you would expect a manager to reach out and at least want to listen to the story and connect with the individual. Understand what went wrong so that the customer and the company understand where improvements need to be made. This speaks volumes about CW's attitude towards servicing its customers.
