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Old 09-15-2007, 10:12 PM   #1
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We fired our dealer last week, and with Monaco's help, they recommended a new dealer to handle our remaining warranty and original PDI issues. The selling dealer was 4 months into it and although a few things were fixed, they could not prove that parts were on order, and Monaco couldn't find any pending PO's for our coach. We spent 3 hours on the phone Monday with Monaco when they finally said "You've had enough, let's get you a new dealer who will resolve this." Although it took persistence on our part, and we wanted to give the local selling dealer all the chances to resolve issues, Monaco realized we needed their intervention and stepped up to find us a proven dealer who will work with us. They conferenced the dealer on the phone with us and we made an appointment.

We took the coach in, about 50 miles away - not 15, and were greeted so warmly and professionally. They did a thorough walkthrough with us and added to our copious notes. When they moved our coach onto their lot they discovered the ignition key was in a horizontal position instead of the usual vertical. (I just thought it had to be that way.) They said they will rotate the ignition so the key is in the usual vertical position. This was found after they were in the coach only a few minutes. They said the techs will inspect for anything else we may have missed. What a pleasant experience, unlike what we've been having.

We will be sending the original selling dealership management a letter. The service manager basically said "Oh well" when we told him we were going elsewhere.

We all know a responsive, caring dealer makes all the difference. Thank you Monaco for stepping in to help us find one!
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Old 09-15-2007, 10:12 PM   #2
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We fired our dealer last week, and with Monaco's help, they recommended a new dealer to handle our remaining warranty and original PDI issues. The selling dealer was 4 months into it and although a few things were fixed, they could not prove that parts were on order, and Monaco couldn't find any pending PO's for our coach. We spent 3 hours on the phone Monday with Monaco when they finally said "You've had enough, let's get you a new dealer who will resolve this." Although it took persistence on our part, and we wanted to give the local selling dealer all the chances to resolve issues, Monaco realized we needed their intervention and stepped up to find us a proven dealer who will work with us. They conferenced the dealer on the phone with us and we made an appointment.

We took the coach in, about 50 miles away - not 15, and were greeted so warmly and professionally. They did a thorough walkthrough with us and added to our copious notes. When they moved our coach onto their lot they discovered the ignition key was in a horizontal position instead of the usual vertical. (I just thought it had to be that way.) They said they will rotate the ignition so the key is in the usual vertical position. This was found after they were in the coach only a few minutes. They said the techs will inspect for anything else we may have missed. What a pleasant experience, unlike what we've been having.

We will be sending the original selling dealership management a letter. The service manager basically said "Oh well" when we told him we were going elsewhere.

We all know a responsive, caring dealer makes all the difference. Thank you Monaco for stepping in to help us find one!
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Old 09-15-2007, 10:17 PM   #3
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Sorry you had to go through that type of BS ...but at least Monaco steeped up and found someone else who will do right by you!!
(obviously - your dealer wasn't DeMartini!)



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Old 09-15-2007, 10:23 PM   #4
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We've heard so much good about DeMartini, long before we decided on a Monaco. When we were looking at another manufacturer's coach I contacted DeMartini and they were great.

We've learned so much. A good dealer does make all the difference. They are who you need to be able to work with to resolve issues. And we all have issues. Some more than others.
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Old 09-16-2007, 04:27 AM   #5
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So glad to hear it's working out for y'all. Having a wonderful coach but a bad dealer can make the entire ownership experience a really bad trip (pun intended).

Unfortunately it seems that every mfgr has a few bad dealers out there. Even if they can't police all of their dealers all the time, it's great that Monaco worked with you to find a good one.

Be interesting to see what happens to your old dealer now .

Keep us posted.
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Old 09-16-2007, 02:01 PM   #6
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As we are in Arizona also, I'm curious to know who the "fired" dealer is, and who the new service provider is, as you may save someone else the hassle. We bought out coach from Holiday Motorhomes in Mesa, and just had a nightmare getting service performed correctly and in a timely manner. After complaining to Monaco, they recommended RV Renovators (also in Mesa), and they have been absolutely fantastic.
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Old 09-16-2007, 04:15 PM   #7
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We should also be putting this kind of information into http://RVServiceReviews.com. You can record all your service experiences there. This is the only dedicated site on the internet where RV owners can document their RV service experiences and easily search for the experiences of others. There are over 2000 reviews available nationwide and in Canada.
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Old 09-16-2007, 06:42 PM   #8
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I agree...NAME NAMES!!!
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Old 09-16-2007, 07:39 PM   #9
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I wasn't sure of the rules and regs here, but I see others naming names. We are now working with Robert Crist and Company in Mesa, AZ at the recommendation of Monaco.

We purchased the coach from Sun City RV and went back to them repeatedly for 4 months to have items fixed or repaired that were identified during the inital walkthrough. Some items were discovered as we used the coach on short trips. There were items they worked on repeatedly, but never fixed or sometimes replaced with the wrong shape, color, type, and caused additional problems with their attempted repairs.

Approximately 2 months after purchase we needed to let the GM know that it was not going well from our perspective. For instance, at purchase they agreed to swap the Euro chair for a swivel rocker recliner. It was only then that the order was placed to get the chair. No action had been taken although it was on all the We Owe You's and work orders.

At Sun City RV there is a service dept to handle repairs for coaches that were just sold, called 'Recon'. After a couple months they said we had to go to their regular service dept. We called them to make an apptmt, but when we arrived they weren't ready for us and wanted us to take the coach until they had room. The guy said "I don't know why you are over here with us anyway, Recon should be handling this." Well, Recon had sent us to them. They were very rude and that's when we met with the GM.

Last week they could not produce current work orders they said they submitted to Monaco. We called Monaco and they could not find pending work orders for us. We feel Monaco stepped up and referred us to a dealer who they know will seriously work to resolve our issues.

As I mentioned earlier, our initial conversations and meeting with Robert Crist & Co. was just the opposite of the other dealer. We already have a timetable and planned dates that will accomodate our schedule. We will be sure to let everyone know (including Monaco) how this works out. It's got to be better.
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Old 09-16-2007, 07:54 PM   #10
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As suggested previously, we will also post our experiences and comments at <BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">http://RVServiceReviews.com. </div></BLOCKQUOTE>

During the 4 months of trying to get them to properly fix items, we spoke with our salesperson as well as others in management about our unhappiness and lack of follow up by them.

It was such a relief to have a dealer who was actually happy to see us.
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Old 09-16-2007, 10:05 PM   #11
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it disappeared.. I was going to copy and give you the fix!



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Old 09-17-2007, 10:57 AM   #12
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[QUOTE]Originally posted by GoneFishin:
I wasn't sure of the rules and regs here, but I see others naming names. We are now working with Robert Crist and Company in Mesa, AZ at the recommendation of Monaco.

The dealer that Monaco told us could handle our
"electricity" issue was Beaudry. I told Jeffrey I wasn't comfortable driving it all the way home and would rather the Monaco service dept fix it.

Glad to know that Crist is also an option since we are in the East Valley!
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Old 09-17-2007, 11:12 AM   #13
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[QUOTE]Originally posted by Gary Krieg:
We should also be putting this kind of information into http://RVServiceReviews.com. You can record all your service experiences there. This is the only dedicated site on the internet where RV owners can document their RV service experiences and easily search for the experiences of others.

Thank you for this site!! Monaco had told us we could go to Beaudry at home to repair our MH but after reading the reviews--boy am I GLAD I decided to stay in Ohio and have Monaco fix the problem
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