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Old 07-25-2012, 09:37 PM   #1
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Impressed with service at Entegra

Quite a story on our Aspire purchase. We bought a 2011 DRQ from a "RV dealer in the Houston area" that will remain nameless for now. Several items work not working and they are dragging on getting parts and the service completed. Numerous phone calls and emails are essentially pointless. I contacted Entegra Coach several times for questions, warranty issues, parts questions, etc. They have been excellent.

Today my wife called Entegra, gives her story to a "gentleman" that was extremely interested. He asked a lot of questions, why did you choose Entegra, where did you purchase, etc. She told him of the runaround issue and that he probably could not help or follow through. Apparently he thought his clout could help. He promised to call us back in two days since he is off a day during the week. A few minutes later, the GM from the Houston dealer calls back AND I get a call from the warranty guy there promising to give us parts status tomorrow.

Wow!

Apparently, the dealership is talking to several of the managers tomorrow to move us up the priority list and get everything fixed.

This is what I call customer service. It seems like a phone call from Mr Bontrager seems to make a difference. He took the call from my wife personally. Now we know why the Jayco dealer in Houston appeared to be a bit more responsive.

We just want everything to be right with our purchase. A queen size sofa bed frame should not have your head on the floor, the central vac should have accessories like a hose and tools, the bedroom DVD/surround sound system shows FAULT.

The saga will go on for another week at least, but I think everybody has the attention from personal service. I don't know if this is normal, but we are impressed so far with everyone at Entegra we have come into contact with. The warranty transfer was a breeze with Joyce, the parts specialist Andy was a great help, and with a little help from Mr Bontrager, maybe we can get the show on the road after a month.

Entegra Coach and their employees have been a tremendous help and we consider ourselves lucky to have such a great product. Can you believe a coach that is almost two years old has such minor issues? We hear new owners with dozens of issues that take over a year to fix, so our complaint is not about Entegra Coach, but with several of the components.

Thanks Entegra!
We'll update as the story plays out. The names remain silent for now.
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Old 07-25-2012, 10:36 PM   #2
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Trust me - your experience with the Entegra people is exactly what all of us have experienced. They are the BEST! We consider everyone there to be true friends. Joyce, Don, Tad, Dave, Jacob, Andrew, Brian, etc... The list goes on and on... My wife and I can't say enough about them. Their dedication and honesty is a rare commodity in today's world. Other companies could learn a LOT about running a business from the Entegra staff!

By the way, congratulations on your 40DRQ from a fellow 40DRQ owner! We love our coach and are always anxious to get back out on the road with her!

Stuart and Susie
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Old 07-25-2012, 11:33 PM   #3
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I think one of the reasons, if not the most important reason, why Entegra is experiencing the most significant backlog in RV history is due the people you guys have mentioned above. We all know the product will vary with the quantity and type of issues. But knowing that we will all receive phenomenal customer service is what matters.

I can honestly and sincerely say this...Entegra Coach has provided us with the best customer service I have ever experienced in my life... in any industry. Looks good on you Entegra. Keep up the amazing work. You've earned the successes you're having, and we as customers appreciate it immensely.
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Old 07-26-2012, 08:13 AM   #4
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Looks like Don Brubaker was giving the assist. The RV dealer in Houston called this morning. That is a new record. Need the serial/model of the bedroom DVD player at fault and will see if the sofa frame is ordered. Will know tomorrow. 4 more hours of driving to go look at it.
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Old 07-29-2012, 09:25 PM   #5
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We taken a weekend and another night in a campground outside Columbus TX. We both like the King Size Sleep number bed installed by the selling dealer.

Drove back to the Houston area to drop it off for the remaining punch-list items. We hope the parts come in quickly so we can enjoy the coach.

I see we are getting 9.2 mpg on the highway portions of the short trip running at 65mph. I'm happy with that.

Just need to figure out how some of the stuff works, like the car radio. It is a bit more advanced, so will need to read the book and sit at the controls for a while and play with it. Same with the bluetooth and phone calls. I could answer and then wondered where the heck is the volume. Wish that was on the steering wheel.

So far the Aspire has great accommodations and we love the finish out. 27 days left on the full warranty, so we are anxious to shake down any remaining bugs and get them resolved.

Most are just simple minor things and we are down to the last handful.

This is SO much better than hauling a TT. Driving it is so comfortable, those are great seats.

Hopefully we see ya'll between Houston and our return to the Austin area soon.
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Old 08-01-2012, 07:57 AM   #6
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The saga continues.
Finally the dealership has a new sofa bed frame on order and the DVD player for the bedroom on order, but not expected until NEXT week.

We noticed some "fogged" windows. Contacted Entegra, told us to let them know which windows and how many and they would be happy to replace them. Awesome.

We just want to get the coach home from the dealer in Houston to the Austin so we can enjoy our "rock star bus."

Glad I got covered storage in Austin, too bad I have not been able to use it....yet.

Entegra Coach has really helped by getting involved with their customers and with the servicing dealer. We could not get it done without them.

Looking forward to some travel to the TX hill country and Padre Island, aka, Redneck Riviera.

We understand everything has bugs, glad to get the issues all resolved before taking real "possession"
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Old 08-03-2012, 04:59 PM   #7
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Just not impressed with slow RV dealer fixing obvious defects. They wait a week till we show up, we wait four hours only to find parts are not ordered yet. Still waiting on fixes for an entire month. Can't wait to get Shamu out of Houston and home to Austin.
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Old 08-03-2012, 06:03 PM   #8
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Keep the pressure on the dealer through Joyce and Don. Dealers can be pretty obnoxious about repairs and go a lousy job if you don't keep after them.
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Old 08-03-2012, 07:35 PM   #9
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Putting the pressure on. Sofa bed frame and rear DVD arrived today. Not able to install until next week. Can't wait till the Aspire is ours!

I see adventure soon. The dogs want their coach already so they can go to training and field trials. Ralphie's Bus is almost ready. 2 Boykin Spaniels are getting very tired of a Honda backseat, they want their bus. It is much more comfortable.
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Old 08-03-2012, 08:49 PM   #10
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Our two dogs love our coach. When they see it in the driveway they know it's vacation time. I feel the same way!
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Old 08-06-2012, 04:42 PM   #11
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Where are you storing yours in Austin? I keep mine in Kyle. Its covered and I have power.
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Old 08-06-2012, 06:01 PM   #12
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I'm storing it at the SELLING DEALER until they fix all the items they were supposed to fix during the Pre Delivery Inspection. We purchased on the 4th of July.

When the 3 remaining items are fixed and we get it past Columbus TX for the first time, it will be in a covered storage unit out on Hwy 71 about 10 minutes from our house on the way to Marble Falls, Kerrville, Fredricksburg, etc.

There is just a regular electrical plug out there. I suppose we could put a trickle charger on the chassis or house batteries to keep them charged up.

Entegra has been great to us as second owners, today a new windshield washing bottle with motor arrived, our had a leak about half way down. Just a phone call was all it took.

We need to get our hands on "Ralphie's Bus" so we can call in the fogged windows for replacement by a Jayco dealer in BUDA.

Like the Navy, the Adventure continues.
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Old 08-06-2012, 06:20 PM   #13
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Still waiting on the selling dealer to fix everything, but worth the wait.
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Old 08-06-2012, 09:50 PM   #14
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Great looking coach, hang in there, the wait will be worth it. Entegra has and will continue to bend over backward to get all issues fixed and make you a happy customer.
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