based on 3919 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.
We had a few issues during inspection but they were remediated, including a leaking pipe, dangling awning edge and damage on the outside of a window.
Ron
Alpin Haus of Port Jervis ny is the most professional and knowledgeable facility I have ever dealt with . I have been going to their facility for many years and anytime I needed something or had a question they were always quick to respond.
The service department and warranty manager were very efficient in helping me with a problem with my new travel trailer. Got it right in and fixed so that I didn’t miss a planned camping trip!
Great selection and prices and very friendly staff
Friendly, knowledgeable, showed us all types of RVs. Took the time to show and explain things to us.
I needed immediate service and your service representative went out of his way to assist me with my need. All service were performed to my satisfaction.
One annoying thing: the work order sticker placed on my camper took 10 minutes to remove. I would suggest a higher quality sticker that can be removed without leaving adhesive and part of the sticker behind.
Had an appointment for service for the forever warranty with all issues listed and 7 weeks later we finally got our camper back. Instead of looking at all the issues at the same time they’d look at one thing order parts then whenever look at another issue then wait for more parts
Very poor job making sure everything worked before we took possession after we purchased it! Very poor communication with us and between your departments and the inspection person.
This is my 2nd experience with Alpin Haus. My first was with a Spree Escape that I bought 7 years ago. I was very happy. The 2nd experience has been a nightmare from day one. I lost my totalled Spree Escape in a tornado. I went back to get a new replacement. I selected what I wanted while waiting for my claim money. They sold it out from under me. I selected a 2nd still waiting for the claim money and they sold it out from under me again. It wasn't until my 3rd choice that someone else told me I needed to put down a deposit so not to lose my 3rd choice having to settle on a trailer I barely liked. They kept using COVID as an excuse instead of honoring a good prior customer. That was outrageous. Then it got worse. I still continuously had a dead battery problem. Instead of checking it out I was told I needed a new battery when the 1st was less than a year old. When camping season started again in April, still a dead battery issue, they told me to buy that 2nd battery in less than one year. Bought new battery still not right. Losing faith now since I still couldn't get anyone to really LOOK at it and take it seriously, I hired a 2nd PRO's opinion who actually LOOKED at it and found the solar panel wasn't charging the battery. The 2nd pro spoke with Alpin Haus and explained the problem to them in detail and should be under warrenty. I took it back again explaining it all over again!!! Alpin Haus called me back saying it was fixed 100%. The invoice said they cleaned a fuse and now working 100%. I asked them to prove it to me and again, still not working. It wasn't seriously LOOKED until I complained to management did they finally LOOK and took the thing apart and researched the problem properly did they find a wiring disconnect issue that was covered under warranty. It cost me close to $600 to prove to them it wasn't the battery because they wouldn't LOOK at it seriously. And they wouldn't reimburse any portion of that money for their mistake. Especially since the 2nd pro went into detail what was wrong. At this point I also decided to buy a kill switch so if it wasn't fixed this time, I had another way out. A side note: there are a lot of new people there since my last trailer and I'm hesitant going there again if I need a 3rd trailer. Watch your back!!! I'm curious, would they have LOOKED at it more seriously if I were a Man? Same old, same old.
I had a very good experience buying my RV; I got a good deal and everyone was super nice. My only issue is with the Bank of the West. They denied my loan application. This doesn't matter so much as I paid for the RV in full but I wanted to know what was in my credit history that would prompt them to deny the loan so I called them. For an hour they kept transferring me to different departments promising the next would help me. I hung up when I finally caught on to what they were doing. I didn't think people did nasty things like that especially in a large company. I have never defaulted on a loan and have only a small loan cosigned for my daughter outstanding. I would recommend Alpin to people but would warn them not to finance through Bank of the west whom I judge to be an awful bunch of people.
The service team was friendly and listened to my problem. It appears that they took care of the problem but that will be fully determined once we go on our trip.
Geoffrey was absolutely fantastic! No issues with him . Everyone else we had to deal with had no personality and it was not a pleasure making our purchase
Being charged a service call and only having the camper approximately 45 days.
They were on time and very efficient and competent
Sales manager was rude and never introduced himself, service dept very hard to get ahold of. I called several time the next day and all I get is voicemail
service personnel very friendly,repair done faster then expected.I never had a problem in the past with service
We purchased a motor home from you in February, it took three months to get it prepped for use. The day we showed up they said there was a problem with a brake caliper. They were replacing it. We paid to have the RV ready to use. A trip was planned. We got home and went to have it inspected. The mechanic found there were brake lines corroide bad in a couple of places and the left rear seal was leaking. It wasn't the caliper that was replaced. Had to scramble to get the seal replaced before the trip. Had to pay to have repaired. Don Terpening was sent a copy of the bill. Getting ready to go to Maine I discovered that the dash AC was not working. I checked the fuses and spent 3 hours trying to find out why the compressor would not run. Finally left for Maine in 90 degree weather and was going to run the generator set to run the house AC. Come to find out the generator would not stay running for more than 10 minutes. It would not restart until it sat and cooled down. I have tryed to contact Don several times but never get thru to him. He has texted back saying he is extreamly busy. I have an appointment at a Ford Truck Dealer on July 6th to look at the dash AC. I have ordered a couple of parts for the generator set to try and get it operational. As far as I am concerned your after sales support is none exsistant. The above items should have been checked out before it ever left your shop.
Don Last name removed
Service department was timely and completed their service as promised.
Our sales representative was excellent, but for spending nearly $40k on a trailer, we felt put out. Most of our requests or questions seemed to be a thorn in the associate's sides. Also, charging $200 for a walk through of a trailer?? That does not set with me well.
Both of us work incredibly hard for our money, and our time is extremely valuable. We wanted this to be a pleasant buying experience, but instead we left with a bit of a bad taste in our mouths.
Then when my boyfriend returned to purchase some necessary add ons, he wanted to speak with a parts/service associate about some wiring issues we were having. When he did finally get someone who was knowledgeable in that area, the associate told him "if you don't know what you're doing, call an electrician."
While I understand your company does not wish to accept liability for something happening outside of their facility, the tone this comment was delivered in was not one that will make him return to your store again.
He had actually been warned about making purchases at Alpin Haus before due to poor experiences previously, but we went into it with an open mind.
I am sorry to say that at this point, I am not certain either of us would recommend using Alpin Haus in the future.
Customer service was extremely organized, friendly, and helpful. Everyone was very polite and approachable the day I came into the store.
I like that Alpin Haus sells the Grand Design models. They have friendly and knowledgeable team members who work well together to help meet their customers’ needs.
Thanks!
Customer from southeastern Virginia
Easy to work with and friendly And so far on time with all I have needed
Your products and services are much appreciated. Would. like to hear from your techs after service is completed!
SDC
Brought my travel trailer in for annual warranty inspection and ny inspection done in a timely manner and picked up later in the day
We had a great experience ordering our new Imagine 2800BH and working with Jake to upgrade some features. We took delivery on May 1, 2021 and went on our first trip the following weekend. We found some issues that were to be covered under warranty. We dropped off the trailer on our way home, but none of the issues had been addressed when we picked it up a week later. We dropped it off again a week ago to have things addressed again, finding that not all issues that needed to be addressed had even been documented. We have never been seen by a service tech to review the issues in person on the three trips we made to the store. Follow-up communications has not been top notch for the high end brand that is Grand Design, and some of that falls on quality control at the factory.
We were treated very well. Everyone worked very hard to make our deadline.
Your customer service is terrible. You can never get a person when you call and you might get a call back. Service department promises you calls with updates and never follow through.
Brought my travel trailer in for warranty forever service along with NYS inspection. I specifically asked to be present when the service tech was checking things over as travel trailer ownership is new to me and I wanted to see how certain things are readied for the season, but was never notified while I was waiting. In addition, I had purchased a new truck which sits higher and wanted weight distribution hitch corrected due to same. The tech advised on paper a longer drop needed for hitch, but none in stock - however, it appears I was charged $52 for hitch correction yet nothing was actually done? I have two trips planned for July 1-4 and 6-10 in which I won't have proper setup for weight ditribution hitch which is unsettling. So far a major difference between our sales experience last year and service this year - salesman Steve said we'd always be taken care of and be able to physically be present for inspections and such for questions and the like. Unfortunately, that never happened.
The staff.
When my wife and I went to purchase a an RV we were set out with the mindset of getting a used rv to some travel. We found what we thought was going to be a wonderful rv to spend a lot of time in for our retirement. Well let me just tell you that we didn’t even get to take our first trip in the RV and we already had to take it back for repairs! So fast forward we take it on our first trip and low and behold the awning leaked, the roof over the table leaked, the seal in the shower was falling off, the censor for lelveling is not working and the furnace was not working correctly! So when we called for it to be serviced we got the run around because even tho we have a warranty on our brand new rv it needs authorization to fix things so we are still not pleased!! We also found out that our 2021 rv has a 2019 rusty chassy and the coach itself says right on it 2020 so what year is it really??? We have more mileage to Alpine house than we do traveling. So stay away from alpine house not trust worthy!!