Complaint Review: Motorhome Specialist - Alverado Texas

This was the worst, most dishonest, and inconvenient situations that I have ever been a part of. It can only be described by detailing my experience.

Just like anyone else, submitted a price request and received a returned phone call the next day. I asked a few questions about the motorhome and specifically wanted to know what the typical insurance would be on a unit such as this since it was approximately $145,000 and if the unit had ANY flaws. I was very specific about this because I wanted a new unit that didn't have issues that couldn't be fixed before I arrived. He said that he had looked over the entire motorhome and it was new and in perfect condition. I stressed that I wanted to make sure that I didn't show up after traveling by air and it not be the quality that I expected. He reassured me that it would not have ANY issues and that they would do a prep and detail it so that it would be ready when I arrive. He said that they would pick me up at the airport and because I did not need a loan the whole process would be very short and easy. With all of this, I put the gave him my credit card for the deposit, but told him that I needed to see the insurance quotes that he promised me before he could process the transaction. A couple of hours later, without receiving the insurance quotes, they charged my credit card the $2,000. I commented that they weren't supposed to and wanted reassurance that they would refund it if the insurance became an issue. I continued contacting them for the insurance quotes, but kept getting told it was the holidays and they were trying to get the quotes, but it was taking longer.

I flew in and was expecting to be picked up promptly at the airport, but after continuous calls and texts that were mostly ignored I was finally picked up after waiting curbside for over an hour. I had called to speak with a manager, but no one seemed to have the time. I sucked it up and tried to shake it off, telling myself that I am here to buy and RV and I don't need ever deal with them again if I don't want to .... after I get my RV.

The inside looked great, but was still being cleaned. The outside of the RV was still a mess. Seeing hand prints, smudges, scratches, and even a few small chips on it, I asked if they were going to have all of this fixed and how long it was going to take. They said "Yes" that they could fix everything and make it look new, like it was supposed to and that it would take about an hour. This is about 2PM now. I was skeptical and not happy, but I've seen good detailers fix worse.

Then we again waited over an hour for someone in accounting to be available so that we could pay.

We finished paying at 3:30PM so the motorhome should be done. We went back to get ready for our drive home only to find out that they weren't even close to done with it. Not only that, but all of the smudges and handprints are still all over on all sides. The guy working on it let me know that there is no way to fix it and that the smudges and hand prints are actually under the clear coat and were sealed in at the factory. So now I have a coach that was supposed to be check and detailed before I got on a plane that would have to be completely repainted.

Still trying to work with them I asked how they were going to solve this problem. They said that I don't need to worry and that the factory will cover fixing everything. I let them know that in order for me to take delivery and complete the purchase that I would need in writing that they would have the entire unit repainted, otherwise they just wasted a lot of my time and money. They said that they would get me the letter and they would be right back. They then came back to say that I should trust them and Thor would take care of it. After a big long speech about how they stand behind their factory, they didn't stand behind anything, they hid behind them. No one at the factory was available and the dealer said it would be as is from them and fixing it would be the factory...but they gave me there word the factory would take care of it. I guess their word, is not good enough to put down on paper.

Now I was very pissed off and to the point that they should take the unit and shove it, but hay now that I was angry and it was 4:30PM the manager had time to talk with us. He was no help either. They wanted me to look at other units from other manufacturers, but they didn't have anything similar. In addition, they wanted me to make the concession and switch to a different unit without any addition discount or help on their part. I even said I would agree to them ordering a new unit and me flying back out 3 months later when it arrives and the said that it would cost me more because it would be a 2016 model instead of a 2015.

At this point I was done with them, cancelled the purchase, and headed home. This dealer will say yes to everything and then you'll find out how dishonest they are when you arrive and are stuck. I ordered locally for less money.