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.
Our camper has been winterized every year by Alphin Haus. We opened our camper this year to find very little antifreeze in the lines. We experienced a break in our lines during our camping trip. After the trip with no water, we took the camper to Alphin Haus. We were then charged a fee for diagnostics only to be told that there were several breaks in our lines that were clearly caused by a bad winterizing. When we asked for a refund of our diagnostic fee, we were given some lame excuse that Alphin Haus wasn't responsible for any damage. Yet it was all covered under warranty.
It should be made clear to customers that there is a deadline to winterizing your camper of October 15th. This was never told to us. Also, what is the sense of having a 4 season camper if you can't use it after Oct 15.
This is just the resent issue with the service department. We have not had one positive experience with the service department at Alphin Haus in Port Jervis. We purchased a "higher end camper" and have had nothing but issues with it. Our family have used this camper 5 times since purchased and the camper has been in the shop (Port Jervis) more times than we have used it.
Excellent service
Service was done in a timely and professional manor. Mike was always available to answer questions and keep things moving along.
Lifesavers. We had to drop in unannounced while on a trip an you we’re able to help us! Thanks!
The service department needs a lot of improvement. Better drop off hours. Return phone calls! Left 4 messages and no call back. When asked to update contact info please do it.
The salespeople are great and the service department has been excellent. We love our camper!
Close to home.
5 year old residence 401 loft had another leak which I didn’t know until I had to replace the refrigerator that died. and the maintenance guy almost went through the floor putting in the frig. I believe that it is the same issue that you had to fix on the other side on the pumpout. I now have to replace the floor at my cost cause you can’t do anything to back the product that you sold. Keystone won’t do anything to back the products that they made. It is only 5 years old. The camper was purchased at Saratoga ny
FYI I work at a campground.
Getting an appointment for service was very fast, ie. the next day. I chose to leave my RV but it was ready the same day. All of the employees that had contact with were very friendly. the issues I had with the power jack and the anti-sway bars were resolved.
I.had to pay for a repair that did not work. Now they want to order a new part and i have to come back again. Very inconvienient.
Staff were always friendly and accommodating. Unfortunately I had a problem with my RV which was my main living situation so had to stay in hotels while it was being fixed. Is there any way I can be reimbursed for the charges for the hotels?
The customer service was excellent, except for the original salesperson we worked with. The first sales person was rather rude and sarcastic but when he left and a different salesperson, Tom, stayed late past closing with us because we drove so far to see the fifth wheels, we were extremely happy. Tom and the manager, Justin were extremely knowledgeable and accommodating!! We ended up purchasing a bigger model then we originally looked at. The finance manager, Dennis, was also extremely thorough and accommodating and made the finance process very easy, even with our two little children running around everywhere. While our initial experience wasn’t great, the customer service provided by the rest of the team surpassed our expectations.
They have been responsive and honest. Easy to deal with. And they know if a mistake had been made and stand behind there service. N
Nice friendly people. My appointment was 11AM, service was performed promptly, they did a great job, and I was on my way by 1PM.
You sell Grand Design - I'm a big fan. Your service department is much better than your competition
Prompt service and communication
The service department has been very helpful to us, going beyond the normal expectations. We recently dropped our trailer for a minor faucet repair, but when we arrived, our power jack didn't work. A service employee came out, got the jack working and explained the problem, which we added to the repair order. Upon picking up the trailer, our unit's battery had died so we needed help again, and again they came to the rescue. Then our pre-flight check revealed that a taillight wasn't working, and they came out and determined that the problem was actually a blown fuse in the tow vehicle, which they replaced for us. Alpin Haus has consistently delivered excellent service and gone the extra mile to make sure everything was working well and we were safe. Kudos to the service department!
correct answers & help
Amazing
Top notch crew at exit 16. Very lucky to have such a great group of people there. Kept me informed of all repairs, answering all my stupid questions n made me comfortable n confident in there service
Thanks for all you guys do.
At delivery, we were informed the awning was not working appropriately, only to find out we had to bring the camper back for a new motor install. That didn't work.
It ended up being an electrical issue or short. So, it was rescheduled, do to staffing shortages. On 7/18/22, my husband brought camper in the 2nd time, for this issue. He was there nearly all day, assisting the tech., again, due to staffing shortages. In between these 2 trips, the camper had been moved 1 time, going from Alpine Haus Port Jervis to Hurleyville, NY and one of the tail light covers fell off. This ended up costing over $80.00, which $60 + was for 'labor', again, even though my husband assisted, nearly all day.
That is just sad. A refund of the installation/labor charge would, at minimum, be appreciated, since the tech. couldn't run wires, etc. that were require to by-pass the awning motor - switch by himself.
Thank you for your consideration.
First name removed (Last name removed) Muthig
Scott in service was excellent. I felt he went up and beyond what he needed to do.
Love the camper, the salesman that sold us the camper and the service to fix our new camper. Was not happy that a fuse was blown on the hot water heater and the shower lines had a 90 degree angle preventing water flow on our first camping trip.
Partially Thor and partially your dealership own my primary issues. 1) You charged me $1000 to prep and validate everything worked. I have massive water leaks from the roof. I was told it had been water tested. 2) The payoff estimate I gave was higher than the actual payoff in the end. You pocketed the difference. My emails/VM’s to Finance asking about reconciliation have been unanswered.
Friendly, exceptional service.
Best experience we have ever had !!!! The communication among all employees and ourselves was top notch our salesman Mark was on top of everything and answered all questions and kept us up to date on our order the entire way….Our walk thru was absolutely amazing Dan went above and beyond on everything and literally showed us every single switch and it’s function …. Keith gave us options and his input and managed to keep us in actually below our Budget….. would definitely recommend to anyone
Friendly staff! Great deal on our camper.
Service and finance people were very unprepared and rude. I was showed an estimate monthly payment that was 320 bucks a month. When the finance manager called me he gave me a number of $550 a month, that’s crazy for a $32,000 camper. I was then called the week of prep, letting me know that I would have to spend an extra hundred dollars for safety chains that don’t even fit the truck right when you can buy the heavier duty ones at tractor supply for $32. On top of that there is not enough air in the airbag for the hitch, the trailer rides very sloppy because of this. I was charged for a prep fee and detail. Trailer was dirty when picked up there was bugs in the lights that I specifically asked if they would be cleaned, and was told yes. Was not very happy with the service manager was very rude on the phone. Was told that everything would be in working condition when picked up. A couple lights don’t work, fridge takes eight hours to cool down, all the holding tanks were completely full and trailer smelt like poo water. One outside speaker does not work and one has the static sound like it’s about to blow. The only reason I would come back is for our sales person Heather, she was very nice, and took the time to try and find a camper that fit our needs and wants, always called and reached out when she said she was going to, answered any and all questions we had. Heather also wanted to let me know they will try to make it right after our first weekend in our camper.
Having purchased my camper from AlpinHaus, their service has been good!
They will work with me to resolve the issue