We had a very disappointing service experience with - Cheryl
We had a very disappointing service experience with Colonial Airstream today. One year ago we purchased a new Airstream Interstate Motor Home. We paid the sticker price, with no complaints. We live in Arizona, but spend our summers at the Jersey shore. When we arrived in NJ, in June, we called for an appointment for two minor repairs under warranty. We explained the problems in detail and sent pictures. The first appointment they had was supposedly more than two months out. They assured us the parts necessary for the repairs were in stock. Today we were there prior to our 8:30 am appointment. In spite of being fist in line, the service writer took two customers ahead of us, and it was 9:30 before we even got checked in for a two hour appointment. We had also asked them to change the oil in the coach and generator and perform the annual service on both. When my wife asked the service writer if they checked and topped off the other fluids, she responded, laughing at us and saying: “No, we don’t do that!” Four hours later, the service writer told us that the oil change was done, but they didn’t have the parts for second warranty repair, but she would check with the parts department to see how log it would take to get them. We walked around the coach and discovered another part that had been broken during the repair and oil change. Although she did not make us aware of the broken part, she immediately acknowledged they would fix that as well at no cost, but said they would have to order that part as well. An hour later, she still had not checked with parts as to how long it would take to get the missing parts. Finally, after talking to her supervisor, Colonial agreed to send us the repair parts so we could then schedule the warranty repairs with a different facility in Arizona since getting the parts would take at least 60 days. The bill for the two oil changes: over $600! Outrageous. And, the service writer was rude and dismissive during our entire encounter. I realize that service is not very important to many businesses today, but if you choose to deal with Colonial Airstream, be prepared for a less than enjoyable experience. We will not be going back.
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