based on 2249 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 recently had a Warranty Forever inspection for our Leisure Travel Van..
Really appreciated Morgan and Erich who went beyond the Warranty inspection to help us understand and use several of the systems on our RV.. We will definitely return next year.
Excellent service on my RV!
Forever warranty
Lower cost for RV prep than the competition
For me local to home and 1 mile from my seasonal
I like that I was able to wait while my RV was being serviced.
The guys in Service dept are great! Our camper was in and out in good time!
My salesman Charles was fantastic. I didn't really enjoy the final process with the sales manager Jim that I signed all the paperwork with. He was nice and understanding until I told him I wasn't interested in the extended warranty due to issues with the last one. He became totally arrogant and didn't want anything to do with me except get me out of there as fast as possible. Being in customer service for the past 21 years ...... made me realize that this guy needs some work on customer service. Seriously I almost didn't sign for the camper. This was a major turn off for me in regards to Alpin Haus
The service team valued my time; very punctual. The service Tech expected all technical aspects of the services being performed & the counter staff clearly explained the bill and other aspects that required engagement with the RV manufacturer.
Service
The multiple issues on our trailer have been an annoyance, but we realize it isn’t Alpin Haus’s fault, however we can never get a call back when our unit is in service which has been EVERY weekend that we are not camping (literally to the point we’ve had to reach out to Forest River directly with a laundry list of how poorly our trailer was made and all the replacements so far). Service is impossible to get ahold of, always going to a voicemail and then we don’t get a call back (Mike was good about call backs but we haven’t been working with him on the latest issues). We’ve literally had to drive down and physically show up to find out what’s going on. On top of that, we took the trailer camping over Labor Day and thought we lost the plates commenting - come to find out they’re removed from the trailer and Alpin Haus had them destroyed with DMV while it was there for service. We had a new slide topper put on and something didn’t seem right. My husband brought it back and they said it’s not meant for rain.. so if we are camping and it’s raining we are supposed to suck in the slide.. I wouldn’t have spent $1000 had we known that and that, nor have we seen others with toppers have to suck in the slide while everyone is stuck inside on a rainy day.
I have another used camper we want to consign/sell and have also called asking sales about this process with no call back.
We went against family and friends advice telling us Alpin Haus has poor customer service and unfortunately are not having a great experience since purchasing our brand new unit in late June. In person, everyone is super nice, but we don’t have time to drive down there every weekend to figure out what’s going on with it. We have not been able to book additional trips this year because the trailer is always in service. We totally understand being short staffed and waiting on parts/delays out of your control and we’re trying not to be total pains, but we give it days, sometimes a week at a time before following up and still get no response. Super frustrating and disappointing at this point.
Service was timely, considerate, and helpful.
The quality of the professional staff in the service department.
Call backs are horrible. Finally after 4 tries I had to get the secretary to get someone for me. Parts are taking forever to come in. Its been at Alpin Haus in Saratoga since Aug 28th and today on 9/13 I went to get some stuff out of the camper and nothing was locked. Side compartment was open, my refrigerator and freezer doors were shut tight and now I have mold growing in them.
Immediate responses on service and sales.
Professional and helpful.
I scheduled an appointment to have some preventative maintenance done on my travel trailer. I was able to get the date that worked for me, and the work was completed quickly and professionally.
The salesman Nick was knowledgeable about the different types of RV's and identified what we were looking for in our travel trailer. The whole process was easy and convenient from sales, product walk through, financing and delivery.
They have a very good understanding of customer needs and go all out to answer that need.
Very professional and willing to help solve your issue(s).
Good service
This is the third unit we have purchased from you. The other experiences got a score of 10. This last purchase has been a failure from the start.
We recently bought a 2022 Forest River Forester from you last September on order. It was sent to the Amsterdam location in February of 2022. We took delivery in April of 2022. This is where we started to have issues from the start.
I am taking the time to fill this out so you can improve service. I am expecting that this survey will get to the top and I will receive a response.
I am listing in order our issues and lack of response from service.
1. The day we scheduled our walk through we asked to have 3 vent covers placed on the camper ahead of time. I called 3 times to ensure this was completed. We arrived for the walk through and there were not any vent covers installed. Service blamed sales and sales blamed service and we waited an hour while they were installed and we were charged labor. We shouldn't have been charged since we had to wait.
2. We purchased all the bells and whistles in the extra packages which included the special coating package. We arrive at the walk through and this was not completed either. Again the blame game started and we were left waiting another 2 hours or so while this was completed. Again no compensation. We waited over 3 hours in total for all the service to be completed on our walk through day.
3. We mentioned to sales that our camper was missing a screen. On walk through day we still didn't have screen. They ordered one and sent it to our house. It didn't fit. We sent that back and they sent us another one that we had to install ourselves.
4. We get the camper home and the shade over the table does not retract. We called and had one sent to us. It was too short. We called and emailed again. No response. Had a major issue and while the camper was in the shop for over 30 days still no shade. We had to another week for the new shade to come in and be installed. This is absolutely the worst service ever. Again no compensation of any kind.
5. We took the camper out for a test run and found the back compartment to be coming out. Had to bring it in to have that fixed along with some other issues.
6. We finally go on vacation with our 3 month old, brand new camper and the slide breaks on the first day of vacation. We try calling the Amsterdam location. It took me 11 phones calls before I was able to get to a human and when I did she wasn't going to pass me through to service. We were finally able to get in touch with someone from service. They did really try to help us but the entire slide unit was broken. We camped an entire week with our slide in on our new camper. We had to cancel 2 additional weeks of camping due to the slide failure. Again no compensation. When I called to ask if could I plug it in for 2 days until I could get there to get my food out they were rude and informed me this was an inconvenience and above and beyond what they should be doing for us. They scheduled to have the unit in the shop that week but again told me that they were doing me favor. We just bought a camper from your dealership for over $100,000, it is 3 months old and we are making payments on a unit we can't even use, we had to cancel reservations for the rest of the summer and you are doing me a favor?
7. Our camper was in the shop for over 35 days. The lack of communication was awful. We would get a call here and there but pretty much left in the dark. We again had to cancel camping trips because it took so long. Again no compensation. We made phone calls and sent email to Forest River ourselves so we could get this resolved faster. If it hadn't been for us reaching out to them it would have taken even longer than 30 days. We expedited our own issue.
In conclusion I would not recommend your service department at this time.
*Service did not deliver on time or do what was asked in a timely manner.
*Lack of communication was disappointing.
*Staff was rude during an emergency and acted like they doing us a favor by helping us for a broken unit that was brand new.
*The blame game got old quick.
*Could not reach human almost every time we called. Kept getting voicemail.
*The dealership should have done a better job inspecting the unit before the delivery date. The screen was pretty obvious and should have been caught. If a complete walk through was done the shade would be caught as well.
We are hoping during the course of ownership of this unit that the service will improve and that we will feel more confident referring friends and family to the dealership. At this time we are not satisfied customers. We had such great service before at this dealership and this has been so disappointing. We are hoping that you will be able to make this right and win back our confidence and loyalty.
My service person was great. James help me and saved me alot of time.
Service has always been as prompt as possible, professional and friendly. Thank you.
Totally satisfied with service; I sold my camper to my neighbor who knows nothing about campers (I don't know much either). The service man was right on time, he performed an inspection, moved the camper next door and gave the neighbor a complete seminar on how everything works. The neighbor is happy and I'm happy that I can use my driveway again.
Thanks for doing a great job,
Larry M. Lords Valley PA
Charles and Lance did an amazing job explaining everything on the RV. Jim did an equally amazing job at explaining all the financing information
Contact with service center is very difficult.
Telephone: leave messages and no response
Text: response is always delayed, at best. Sometimes no response.
No proactive calls describing status of repair or when work is / will be complete.
Once i travel to service center, everyone is professional, considerate, and helpful.
Worst service experience of my entire 63 year old life. I brought my 2021 Newmar Bay Star in for replacement of water heater. That was taken care of, but my TV lift was left partially up and the Bose speaker was missing. When I called, the only response I got was a police report would be filed and the police would be in touch. That has not happened, 3 weeks hence.
Communication was totally void, and service advisor rude, defensive, and when escalated to manager, only marginally better. You can replace my Bose speaker, that would help. Otherwise, my advice to avoid this service department completely will be widely posted. Amelia Name removed
When they worked in my trailer they left all mud foot prints and they left the lights on and the battery went dead when they worked on the electric Control panel they cracked and broke the cover The people I dealt with were very good and professional but your mechanics must have a lot to be desired I would like the electric control panel repaired I had them do a complete wheel bearing repacking now I am worried about the workmanship I am also worried about the battery they ran dead that they took some life away from it I would like the battery sensor fixed and the outer cover replaced Thank you for your concern it means a lot
It takes a long time to get parts and get work done to get the unit back . Finger prints left on the work spot
Always available. It’s like family. They helped in a few tough situations.
I was in need of an emergency repair and was seen in a couple of days from my phone call. The part was there and installed in an additional couple of days, I couldn't be happier with their service department.
prompt