Reinstated trust with Complete RV service in Denver, NC
Complete RV Service Review
My mother taught me that if you do not have something nice to say, say nothing at all. While that lesson may be difficult to adhere to in this age of the Zero Moment of Truth (ZMOT), I have decided that instead of writing a poor review of my unfortunate first experience with another service center (in Ft. Myers, FL, that has a tree in it’s name), I will follow my mother’s advice and say some nice things about the excellent service I found at Complete RV.
Let me preface this review by telling you that I am an RV newbie, a full-timer, and the owner of a 2006 Fleetwood Providence 40’ DP. In addition, I am also a single female under the age of 50, which instantly places me in the minority in the world of RV’ing. All of these factors seem to drape me in the proverbial red hooded cape when I approach any RV service provider.
When I arrived in Charlotte I was still having issues with my (recently repaired) water system. I combed the reviews of providers in the area and decided to give this family owned operation a chance. As a somewhat jaded consumer, I walked in with my shoulders back and chin out, shaking my finger and stating that I wanted my water pump replaced, I knew how long it should take, and that I was not going to be ripped off like before. While taking my defensive attitude in stride, Kevin (the owner) listened carefully to the explanation of the issue that I was having with my coach and the water history and quoted me a fair price to find the problem.
It was already 4:00 pm, but he dropped what he was doing, came out in the rain, and personally diagnosed the pump as faulty. He had his technician Darrell install the new one and only charged me for the time that he quoted...not the real time that it took (double by my watch). His pleasant demeanor and ethical practice took the wind right out of my sails and I left thinking that perhaps they (service advisors) were not all lip-licking wolves.
A few days later the water system continued to give me trouble while self-contained. Kevin and Darrell spent an ENTIRE day evaluating, isolating, and diagnosing the problem. Their patient practice of elimination, in addition to Kevin’s 35 years of experience, discovered the smallest of culprits in the system and resolved the issue once and for all. I was so impressed that I deemed him an “RVSI” (RV Scene Investigator) for his forensic capabilities.
I knew that I had found the right place to fix some other warranty issues that had been left unresolved by the previous inepts. Although Kevin’s lot was full, he agreed to work me in. He spent a great amount of time advocating on my behalf with the warranty company (several times throughout the process) in regards to the water system and the other issues, got everything approved, and ordered the parts promptly. His calm and pleasant demeanor during the whole process was a reassuring aspect, as well.
What really thrilled me was when I returned for installation. Oddly enough, after I realized how lucky I was to find Kevin and his crew, my “to do’s” list just got longer and longer (imagine that). Kevin gave me full reign and access to the coach while his techs were working and I got everything on my list done in one fell swoop. The guys paid attention to all of the little details and took the time to explain how things worked to me, which is invaluable. Being a Type-A personality, I couldn’t be more satisfied with the entirety of the results!
Although my mother is full of cliches, one of the best ones that she likes to recite is about treating others as you wish to be treated. Kevin, his family, and his RV team treat me with integrity, professionalism, and respect. The whole experience reinstated my faith in RV service and I thought it was important to share something nice about them if you should have a ZMOT with Complete RV.