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.
Answer the telephone!
Great RVdealership
Good customer services and sales support.
We purchased our unit and due to duel resistance we asked to register vehicle ourselves. All we needed was a temporary plate. We have done this several times. They refused and said company policy does not allow it. I have registered at least 10 vehicles myself. After allowing them to handle it the transaction the paperwork was mailed to alaska not troy. We still to date have not been able to get the bank to send us the paperwork we also had an issue with a lock on the unit and it took at least 10 phones calls to get a new lock mailed. I didn't see a reason to tow camper 59 miles each way to change a lock that I can buy for 4 dollars online. I did buy new lock at local dealer and just put the one you finally sent me on the shelve as a spare
Close to house good service
Our overall experience was good, and we’re pleased with our unit. However, there are definitely some things that would enhance and level-set the experience for the buyer. All interactions with service and sales were professional and courteous, even through the scenarios below.
We understood there were manufacturer delays, but being completely transparent about how they occur would be helpful. For instance, if the unit’s meant to arrive at a particular date, and that date passes, outreach to acknowledge and share a new window would be great - pushing information rather than buyers pulling it. We learned that there are many factors that cause the delays; being upfront about them, (that Alpine can’t solve them), and how they can cause delays of *weeks* is important to the buyer. That’s especially true given the climate when site reservations are being made 6 months in advance thanks to the onslaught of people camping for the first time.
We truly appreciated the effort to understand why a feature we’d purchased wasn’t provided on our unit once we brought it up (hot water recirculator). We’d have felt better though and more confident in the buying experience if it were brought to our attention, and the reason it wasn’t being provided were shared with us. Instead we felt bothersome and nit picky by calling it out. The missing component was addressed with a nice service credit offer. It did leave us feeling though that we had to pour over the unit in short order to ensure nothing else was amiss.
We inquired about purchasing our own hitch and bringing it with us for installation. I was told though that the invoice had already been written up and that the hitch was set and included in our financing. Hearing that it would cause trouble we decided to go with the original plan and the invoiced hitch. However, a hitch different than what was on the invoice was then installed. I had researched the one that we were expecting to get, understood it, and found that I met our needs. I didn’t expect that a change would be made without prior notice.
We were not informed of the pick up process well enough in advance to plan for it. We anticipated being able to select a date and time to come (more like buying a car) and were instead only provided two short windows during the workday, or one early Saturday morning. This makes sense as staff are needed for the walkthrough/financing. However, if workday hours are predominately all that are available, then a week and a half notice seems appropriate for the buyer to plan.
My final thought is with regard to the walk-through experience. Mark did a great job of showcasing the features of the unit. I did not feel that we walked through the hitching and unhitching process thoroughly enough though. It was only described in a verbal manner. I appreciate that people who are first time buyers need additional support; I took as many notes as I could on my phone as he spoke. I suggest that a separate training be offered, with an additional cost, to aid those who are quite literally driving off the lot for the first time. I’m lucky that I have a half-decent background and understood the general mechanics. I’d be extremely worried about other first timers driving off the lot that day having not talked about braking, turning, load distribution, safety checks, physically going through a hitch/unhitch, etc. I believe I also read that there was to be a test-drive to make sure the tow vehicle and unit truly paired together well; perhaps that wasn’t an Alpine offering.
In the end, we spent several additional hours attempting to ensure we were hitching/unhitching correctly, addressing extremely loud grinding around turns, etc. I’ll give a call to service today to address those concerns, but it would have been more appropriate to have heard the sounds/feels together with an expert who could alleviate our fears, or address an issue, on site at purchase.
Great customer service. Took care of a warranty claim for me and gave me no issues. Allowed me to leave my RV on site until parts came in. Initially tried going to RVOne in Albany, they screwed up my appointment twice, would not let me drop of my RV the day before service, most certainly would not have let me keep my RV there waiting for parts, and tried to reschedule me in March/April of the next year (original appointment was for October).
Keep up the great work and customer service Alpin Haus RV!
Amazing sales!! Steve Quill is by far the best salesman we have ever had!! We have bought quite a few rv"s and had many salesmen. He is kind, patient and very knowledgeable!!
Felt like it was important they made me happy.
Honest info, great product offerings & very good service. First time I found all three together at one RV dealer!
You need to expand your Port Jervis location and be able to do inspections so we don't have to travel 2 1/2 hours to Amsterdam.
Friendly people, on time service, comfortable waiting room
There is a professional/personal quality to all that work there
you need a less convuluted computer program in your service dept
In the 6 years I've been taking my RV in for service, I have rarely had a positive experience. The Service Department decides whether they will actually perform the service I requested, and year after year I pick the rig up with work orders being incomplete. In the past, you've made service calls in the spring to complete unfinished work, but now you're telling me you have to charge me for a service call to finish the work you didn't finish this time. We will be trading our RV in for a newer upgrade within the next 18 months, but I think I'll search out a dealer that has a better service department for my ongoing relationship. The sale is point in time, if you can't deliver on service, then I think I have to look elsewhere.
You have a thoughtful staff
1 The service department has been a great group to deal with !
Friendly atmosphere, good service and communication.
Nice people work there.
Your staff is always friendly, professional, and honest. This means everything to us! Thank you so much for all you do.
An 8 out of 10 is pretty good.
Good people providing great service.
Dave has been very helpful to me.
There is always someone who is available to listen to our concerns and understand what our needs are.
Friendly telephone service.
the constant status calls and making sure I am in the loop. the honest interest and concern from Dominc my service advisor is frankly amazing. The service and support are some of the best I've ever experienced. I only wish you carried the Thor line so I could have bought my RV directly from you. I will absolutely be purchasing my next there.
Thorough and fair. Friendly.
Friendly Setvice and reasonable prices!
Very knowledgeable RV sales & tech staff. Long time customer, 42 years.
The service is excellent, the employee's are professional and in general every one is so helpful.
Dave and Ed were so accommodating when I was making my appointment for service. I was concerned about getting service in such cold weather because we live 5 hours away.
Miranda got us in as soon as we got there for our 8:00am appointment and kept us informed while we waited so we could get back on the road asap. Our slide and leveler were fixed by noon and we were able to make it home in one day.
I was inquiring about service for the spring and Victor and Jim were also very helpful regarding replacing some furniture and our RV.
While I was waiting I for my RV I asked Danial about trading in our RV in the future and he took my wish list and said he would find somethings for me to look at when I come back for my April appointment. Except for the long drive from Long Island it was a great experience since getting service for an RV can be very stressful. When I was there last year to look at a park model for our upstate property Jim showed us the shop. We were so impressed the which is why we came back for service for our RV even though it was such a long drive, he also spent a lot of time and effort trying to find us the perfect unit and following up. I was almost sorry we decided to get a house instead. Thanks you so much for everyone's help.