This dealership flat out lies about their customers, responding to a BBB compliant with a blatant disregard for the truth.For example, they said I “demanded a five minute fix,” which is absolutely untrue. I understand these places are busy and supply chain issues are common. All I expected from them was the “same-day service plan when I call between 9am - 5pm during ‘Keep You Camping‘ hours” that they promise on their website and in print during the Sales process. They never offered me any kind of repair plan in the 4 days before I gave up after Customer Care told me twice that they’d check in at the end of the day and failed to do so both nights. I decided I didn’t trust a dealer with that poor communication to work on my rig.(I was able to get a “same day repair plan” from a smaller dealership who advertises no such program. Let me be clear, this smaller dealer did not offer me a same-day fix, which I never expected. They offered me a same-day plan and approach to the repair process. That much can be done, even the week before a holiday.)They also claimed that the service manager spoke with me. I never spoke with the service manager (on the phone or via email). It’s just not true. I wish I had had the opportunity. In fact, it’s all I ever expected.Look, if General RV doesn‘t want customers to expect a “same-day repair plan,” then they shouldn’t advertise it during the sales process and on their website. It does nothing but set them up for unhappy customers whose expectations aren’t being met.And I would certainly never trust a business who blames the customer for communication failures and false advertising from their headquarters or a company who lies about their customers. When you break a brand promise, the correct response isn’t to blame the customer, offer no apology, and make them feel stupid. It’s to offer an apology and a solution.Jeff, if someone on your team told you I expected a “five minute fix,” then it looks like y’all don’t just lie about your customers; you lie amongst yourselves, too. If you’d actually spoken directly with me like you claimed to have done, you’d know that I never demanded a same-day or same-week appointment — just a plan.Run, don’t walk, from General RV’s lack of integrity.
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