based on 3891 ratings.
What our customers think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
The old story, you don't know what you don't know. John knew we were first timers, what you think you understand may not stick. Everything should not have been on, we should have turned them on and off ourselves. More time should have been spent on leveling our unit.
Worst thing was, I saw 1 propane tank, asked about 2nd, told on other side, told both tanks were filled, told not to have both tanks open at same time. When we got to campsite, checked gas tanks, both tanks were open and left side tank was disconnected so all gas leaked out, no gas smell so in my opinion it was not filled.
Are you supposed to drive with the tanks open? My thoughts are no as they could catch fire and explode under certain conditions.
I expect 2 new tanks of propane and they should be delivered to our campsite (near Port Jervis store) and help with leveling unit as it the control panel says there is a fault.
Please call me at Phone number removed if you want more information and to let me know the determination of the issue.
Scott, Brian (sales) and Sean (service) were all so amazing! No pressure sales and answered all our questions. First time RV-ers here and we felt so welcomed and comfortable. Will be returning customers when it’s time to upgrade.
We bought a brand new Prime Time Avenger from the Saratoga Springs location in 2019, 20 minutes off the lot, the window smashed while I was trying to open it. They sent someone down later that night, picked it up, taped it shut so it was travel worthy. Sent a repair man down to our house and replaced the window for free. All was good. Shortly thereafter the slider gaskets ripped, we took it back up, they replaced them. Great. August 4th of 2020, we will camping in the pouring rain, the slider runner was leaking onto the carpet and subfloor/insulation. We called, yup we will fix it. We took it back, what should've been a caulk job, new carpet, subfloor and insulation became a nightmare. They did cob job work, and broke a window while replacing it. Called told us it was done, we went to pick it up, could see each other from the inside out through the slider floor, the carpet was aftermarket carpet from a local source due to the fact that "the manufacturer doesn't make that color carpet anymore" (mind you the 2022 Avengers have the same exact carpet in them still), the carpet was all scrunched up because it wasn't cut the same as the original carpet and there was water all over the floor, also they didn't clean up ANYTHING after themselves, left a complete mess in the camper. We left it there. Come to find out that's when they found the broken window. Ok, no problem they replaced the broken window and told us to come get the unit. Then a manager called and said no wait, don't come yet, we dented the side of the camper in while replacing the window. Ok, two months goes by, no new siding. We reached out to Forest River (manufacturer of Prime Time) to find out what was going on, she expedited the material, a week later camper was done (2/4/2021). Told them we are not driving the camper home in the salt and snow, no problem, they will store it for free for the remainder of the winter. We call to go pick it up end of April, and we had a very hard time getting ahold of them (like most times when you call), and finally got them, yup no big deal. We asked that the Forever RV Warranty inspection be done before we come, yup no problem. Get a call a couple days before we were scheduled to pick it up stating that during the inspection they found the roof on the slider (the same one with the leak, the new carpet and flooring, new siding and broken window was in) was ripped. They placed blame on us, mind you we sweep slider roofs every trip, treated the roof August 30th of 2020 and there was no damage at that time, and they have had the unit since 11/4/2020. So they told us we had two options, roof tape or replace the roof both would be at our cost. We asked for photos and to see this and what the cost options were before we decided. Never got a call back. Showed up, they had already taped the roof without us making that decision. After seeing photos it was quite obvious that there was a boot mark around the rip and that one of their employees had ripped it while putting the new siding on. As we got there to take the camper home we noticed that not only was the roof tape TERRIBLY installed, but they had run something down the side of the camper, scratching it the whole 37' of the camper and ripping the front corner off, they just pushed it back in to hide it. We went inside, and because the roof sat there leaking for months, the whole inside was FULL of black mold, the ceilings in the slider was sagging and they tried covering it all up. We removed all our belongings and told them to keep the camper, we wanted a new one. After fighting with Saratoga who was TERRIBLE customer service and wasn't helping us into a new unit whatsoever, we went to higher level management at Amsterdam's facility. When we thought we were in good hands, we did get into a new unit a 2022 Grand Design Imagine, but our payments went up significantly and we literally were back to a 15 year loan with $20000 more than we owed on the previous camper. A position that we shouldn't have had to be in, but didn't want the old camper due to the mold and poor workmanship that destroyed it. They claimed they "helped" us into this new unit, but they definitely didn't help us financially, and still made plenty of money on the "trade in". Day we went to pick up the new Imagine, during our demo, we found mold on the plywood under one bunk and the queen bed. We made them replace the plywood prior to taking the unit home. We were also told they could install the hitch we had, got there, and they were unable to do that, we had to do it ourselves. We got the new Imagine, first trip out this year with it the cabinet on the outside kitchen leaked and the axles are sooooo crooked the camper dog tracks and covers the entire travel lane. We called, yup bring it back. They did send a service truck to fix the leak at the campground, but it continued to leak anyway. Took the camper back, leak was fixed, waiting on the manufacturer to come fix the axles. We got a measly $150 gift card to their store for our head aches, which we had to get pretty upset and beg for to even get some sort of help for our issues. Almost 1 year without a camper to use that we made payments on. I WILL NEVER GO THERE AGAIN!!
Knowledgeable sales person and finance representative
Better communication between customer service and customer about status of repairs.
Took too long and tried to overcharge me.
Service and sales are friendly helpful. No pressure. Will stand behind there produces
Easy to schedule appointment
The Alpin Haus Service staff have worked with us in correcting issues that we discovered since we took possession of our Grand Design Imagine in May. They have been helpful in getting the authorizations needed to address some warranty issues, and they are still working to address operational problems with our furnace. We believe that some issues should have been caught before leaving the Grand Design factory. The Dealer Service staff has disabled our furnace out of an abundance of caution, and due to parts back order, it appears unlikely that our furnace issue will be resolved this season. Thank you Alpin Haus for staying on Grand Design on our behalf.
Prompt professional and courteous service. Very thorough and attentive. Great job and great personality.
Fix the leak on the slide in the RV! Answer the phone in the service department.
I had a good experience
Not happy with warranty work I have to catch there mistakes and they look at me like I am the wrong one and when we arrived home after picking it up and checked screws in shower they replaced only 10 not all 11 it’s like they are doing it just to break our chops also grand design has faulty employees at manufacturing and didn’t screw the propane fitting on and caused outside stove to catch on fire and dealer fixed it of course but I had to pay the price and bring camper back to them twice it is is a 2 hour and 45 minute trip each time and was never compensated for my time or gas James the service manger thought it was funny that I would ask
David is always willing to go above and do more for the customers...
It started with the high pressure sales tactics then continued with a less than fair trade in offer and a price on the camper we purchased being over it's value. The camper was moved from Amsterdam which is closer to us to Saratoga which is an hour away so we had to go further to pick it up and had to go back twice because it wasn't ready the first time. Also, we were told that when we picked up the camper it would have been thoroughly checked over and cleaned and we would get a rundown on how everything worked. The rundown was cursory and the only time anything was explained was if we asked specific questions. We also found issues with cleanliness and items like the side of the bed not fully affixed to the frame. Also, after we got it home we found more issues and have had to take it back for repairs more than once and are still not happy with the solution of adding a shower door to fix a faucet that leaks when using the shower. They also didn't clean up the mess made when installing the shower doors. It has been a very frustrating process.
Phone system and call center. Direct line to local dealer is preferable.
They give good customer service and are very helpful
Very friendly staff!!!
always helpful friendly and low key. i like your store.
I have submitted a negative review before, and unfortunately, I must again. We brought our RV in for its annual forever warranty inspection which resulted in a “clean bill of health.” We went camping a week a later and discovered a significant leak in the roof of a slide out. The warranty inspection indicated that slide out roofs were inspected for leaks and non were found. There was a stream of water flowing down the wall inside our trailer while it rained. If the inspection was done properly, this would have been evident to the inspector. Furthermore, this was not a new leak as evidence by the mold and mildew on the wall, carpet, and my belongings in the storage area where the leak was collecting.
This occurrence and others that I have reported in the past only diminish any confidence I have in the workmanship, attention to detail, and experience this service department has in caring for its costumers
And their hefty investments. We have become so discouraged and disappointed in this service department, we are considering allowing our warranty to lapse and do the work ourselves. The money we pay for this each year is clearly wasteful when we can do a much better job on the repairs and Maintenance Ourselves.
So far we are very please with our recent purchase . The staff was great. They were very helpful and very informative. Mike is the salesperson who helped us out and he was awesome ! Thank you Mike!
Truthfulness. We were considering selling our 2017 Thor Chateau 31e that we originally bought there ($110,000 sticker price). Me. Heck printed out a value of $55,000 and never even looked at the RV. We are seeing them selling for $70,000 to $75,000. We didn’t feel respected as customers.
Communication was less than acceptable. Left messages and didn’t get a call back. After talking to the Service Manager and explaining our issues gave my cell phone number with the promise that I would get a call back. For whatever reason, they called my office phone. I wasn’t in the office but luckily, I get an email that says I had a message. Third time around with a very disappointing experience with service.
We bought our camper there brand new in 2019. We’ve had it back several times for the same problem and keep being told it’s our battery. We our now on our 3 rd new battery. We camped the first weekend in Aug. and the new battery was dead immediately and would not hold a charge. We literally ran our truck the entire time to keep our food cold. I cancelled our next trip already because I’m so aggravated that I’m done camping for this summer and we usually go right until Oct. we are seriously considering getting rid of it before next season and buying a new one elsewhere. Also, it was there the entire winter to fix this problem and twice this summer. This camper is real stressor every time we use it.
Upfront info, have serviced my problem with commen sense solutions.
Service Dept was friendly and knowledgeable
Staff was pleasant and the service was completed in a reasonable time
The repair to my trailer hot water system was not done properly, requiring another wasted day to bring it back for service for the same problem.
Large operation with lots of experienced talent, low pressure, good prices, helpful staff.
First of all, in hindsight, I should have taken my RV to an authorized dealer for my make and model. The only reason I did not is because my dealer could not schedule an appointment for me for 6 weeks. When I contacted Alpin Haus, they did get me in with 5 days and told me that they would work my RV in a soon as possible. After receiving a pretty significant diagnosis on April 18 that my slide floor had rotted out, I was also told that my extended warranty would not cover the problem. After contacting my extended warranty company, I then contacted my auto insurance and filed a claim with them. At no time did I ever inform Alpin Haus to wait on a response from my auto insurance, and in fact, the Alpin Haus representative told me not to worry, that they would work on getting the parts ordered. After waiting several weeks for a response from Alpin Haus, I learned that the parts were not ordered until June 23. Although Alpin Haus has disputed this claim, but I specifically told the representative to proceed in ordering the parts because with or without insurance, I would have to fix the problem or I could never use the RV. After numerous emails, phone calls and a few trips to the Alpin Haus location, the service was completed on Friday, August 20. There are several other issues with this entire service experience but based on the response I received from Alpin Haus, it will always be my fault in their mind. Nothing personal against the people who work there because they were professional and nice to deal with but as for returned phone calls, factual information follow up and follow-through I lost confidence and trust in this entire process. In fact, I personally ask for the PO number for my parts so that I could call Jayco directly to check and found out information provided by Jayco was contrary to what I was being told by Alpin Haus. In addition to the insurance claim, I requested that the RV be inspected and agreed, at my cost, Alpin Haus would install protective awning to cover my slide. In fact, I was told that the awning would be 799.00 installed and even provided the measurements to the service department. I was told it would be no problem because as soon as the parts arrived, they would order the slide cover because it only took a couple of days to get it in to be installed. When I picked up the RV, it was not inspected and there was no slide cover nor was there any mention as to why this did not happen. And finally, when I picked up the RV, I was simply handed the keys and left to find the RV. Again, it was my fault for not bringing these issues to the service department's attention. At this point, based on my how everything transpired with the service department, I felt that they really were not willing to do anything other than fix the floor of the slide and move me out the door because during the process I either asked too many questions, or made too many phones calls to question why nothing was happening. In addition, I would think when you have a new floor installed on your slide, the service department would have at least provided me the courtesy of at least showing me that the slide actually now works and maybe provide some instructions or walk-through on what to look for so that the problem does not reoccur. As I mentioned, next time I will wait to deal directly with a Jayco dealership before making a decision to continue Rving because if all of the RV service is what I experienced at Alpin Haus, my RV days will be over. Thanks.