Broadmoor RV Superstore, Pasco, WA - AVOID

[NadaThing]

We purchased a 2014 Fleetwood Excursion 33d from this business on July 7th, 2014. Due to scheduling issues we did not take delivery until 12 days later.

Prior to taking delivery we conducted a PDI with representatives of the business and during that inspection we identified and documented several items that needed correction. Included in those items were a cracked windshield, paint mars and defects on the front, back and both sides, and a broken rear grill retainer bolt. We were informed the windshield would be placed on order and when it arrived we could schedule work on the motorhome. With that agreement, we departed with the motorhome on vacation.

On August 8th we were informed the windshield arrived so coordinating through the business' service department made arrangements to deliver the motorhome back to them on the 25th (giving them 2 weeks to schedule work). This did involved extra planning as our residence is a 3 hour drive from the business. It was during this scheduling that we also noted further defects.

Upon arrival on the 25th, the business had managed to misplace or lose all notes from the PDI. We conducted another walk-thru with another employee to document again the defects. Further, a listing of 20 items in check-off format were emailed to the employee for reference. We left under the impression work would commence that day.

From all conversations we have had with the business, no work was begun on the motorhome for an additional 1 1/2 weeks and from all indications from the business, work supposedly continues - today marking the 5th week.

The business has initiated contact with me only one time during this and has yet to provide any prospective date I can expect to have my motorhome returned. Admittedly they have offered to cease work and return the motorhome to me with the vaguely worded promise of completing the work at a later date. This offer I have declined to date due to the increased economic and scheduling burden it places on us.

I am posting this on a few forums (I even put it on their own Facebook page) so others may be aware of the potential problems. In fairness I will also post positive comments IF I encounter them.

[GlennLever]

If it were only this RV service center!

I am three for three with very poor service.

My wife says I should drive it off a cliff before returning to a "Service Center"

[BFlinn181]

I'd suggest a sit-down with the service manager and owner of the business to explain your concerns and how they could improve.
Yes, they are 3 hours away, but you purchased there for a reason, so you can't hold them responsible for the distance and inconvenience. You will have to be more involved, checking daily if necessary to see the progress on your punch list.

[NadaThing]

1. Have I contacted Fleetwood? Yes, because today marked the beginning of the 5th week without my coach, I contacted Fleetwood owner relations. Fleetwood made a call and in less than an hour was able to get much more information including a progress report from the business - something promised to me by the business but never accomplished despite daily calls requesting the same. Interestingly enough I also called the business today and at the time of this post its been 4 hours with no call back as promised.

2. Have I talked to the business owner? Of course. Before posting my dissatisfaction here and elsewhere and even before I talked to Fleetwood corporate I had spoken with the body shop supervisor, service manager, sales manager, and even the general manager regarding the very slow progress and complete lack of communication on their part.

This is not a flame of the business but rather a reciting of my experience with them and recommendation to avoid them when it comes to their service department. This post would not exist if I had received more than platitudes, broken promises and to be blunt, cow manure.

The shame of it is, just a quick phone call with an honest assessment would have rendered this posting unneccessary. This fact alone justifies my disagreement with you in refraining from publically noting a business that has failed so miserably in customer service.

[CLIFFTALL]

There has been some inappropriate posts removed and some that quoted it as well. Our #1 rule here at irv2 is " be nice ".
Cliff

[Phil14]

I would suggest taking the mh to another fleetwood dealer. Since it is under warranty any fleetwood dealer can complete your punch list.

[dvmweb]

Originally Posted by Phil14

I would suggest taking the mh to another fleetwood dealer. Since it is under warranty any fleetwood dealer can complete your punch list.

Not that easy sometimes. You have to get the okay from FW first. That takes time too.


2013 FleetWood Expedition 38B

[GlennLever]

One idea is to report "blow by blow" here honestly and provide the link to the service center.

There is no greater pressure then public opinion on the level of customer service provided by a vendor then to educated their buying sector of the public on the vendors level of commitment to customer satisfaction.

Don't threaten, be conservative in your opinions, and let them hang themselves with their on deeds.

Here is an example
http://www.irv2.com/forums/f45/dexte...ny-210262.html

I received a full refund.

[IdahoSRT10]

We also bought our new Fleetwood from Broadmoor in Feb. this year. I give them a B+ to A- rating.
Here is where I think you went wrong.
We are in Boise ID. so I explained to them before purchasing I want a unit with NO Flaws and to perform a PDI themselves to fix anything before we pick it up! I asked for high resolution photos before pick-up. I will not accept 'come back and fix the issues later period'
I did have an issue later which they allowed me to do the repair myself, they sent me all the new parts without question.
100% more professional than the local Fleetwood dealer here in Boise.

Sorry you had problems.

[NadaThing]

IdahoSRT10, agree. We failed to insist on delivery contingent on the repairs being made. That lesson I have definitely learned.

Unfortunately my opinion of their diligence and competence has not changed after another lengthy discussion with them late yesterday. Their methods of scheduling work or scheduling not work leave a great deal to be desired and the service person I talked to was unsure of what had actually been done and could not even assure me the rig would be ready before snow flies. That, in my judgement is inexcusable. Grade it an F for fail.

What they do tell me is that it has finally made it to the body shop (4 weeks to get there) for the estimated 30 hours of paint repairs. Of course all other work must stop once again because heaven help them if they try to do two things at once.

While I'm not in any way making an accusation the cynic in me can only speculate on whether this lengthy shop time and poor scheduling is a result of intentional padding of work estimates to up the bottom line.

[IdahoSRT10]

Originally Posted by NadaThing

IdahoSRT10, agree. We failed to insist on delivery contingent on the repairs being made. That lesson I have definitely learned.

Unfortunately my opinion of their diligence and competence has not changed after another lengthy discussion with them late yesterday. Their methods of scheduling work or scheduling not work leave a great deal to be desired and the service person I talked to was unsure of what had actually been done and could not even assure me the rig would be ready before snow flies. That, in my judgement is inexcusable. Grade it an F for fail.

What they do tell me is that it has finally made it to the body shop (4 weeks to get there) for the estimated 30 hours of paint repairs. Of course all other work must stop once again because heaven help them if they try to do two things at once.

While I'm not in any way making an accusation the cynic in me can only speculate on whether this lengthy shop time and poor scheduling is a result of intentional padding of work estimates to up the bottom line.

You are correct...In my 59 years I have not see any Dealership that treats costumers as they should so I've become a hard ass from the start. The key is avoid any take backs and fixs if possible.

[DebnDan]

I will admit that many of us RVers are an anal lot. That is; we know what we want, we are willing to pay more then it is worth but we want it right. We want our wheel hubs to match, we change out our tires to the tune of 4, 5, and 6 thousand dollars whether they need it or not, we rebuild, replace, resurface, re caulk, re roof, re wax, etc because we want it right. I am at a complete loss as to why dealers are not kissing our butts all day everyday. How many people are walking in off the street to spend 100, 200, 400 or north of a million dollars for these machines? In what other business can you tell the customer that the cost is double or triple what is fair and we should have it done in A MONTH OR SO. I purchased a 2008 Excursion in July from a dealer and still don't have the proper title for Gods Sake. In the last 25 years we have owned 6 motor homes, I have never seen the RV dealers and service centers as incompetent and uncaring as today. I try and do as much of the repairs and maintenance myself, it is the only way I know it is done and done right.


Dan Callahan
North Jersey
2008 Fleetwood Excursion 40E
Freightliner Chassis, Cummins and Allison

[NadaThing]

I think the saddest thing about all this is the implication that the Excursion is the cause. Its just the opposite. here's a short list the fix punch list and yep, I'm a bit anal after shelling out over 100k:

Tile coming up in one corner of join - reglue.
Latch on bench seat broken - replace.
Gauge on dash loose - reseat
Check footrest on couch, align if necessary
Magnetic sensor on screen door out of alignment - realign
Check seals on slides
Correct window track to all opening.
Replace fastener on engine grill.
Check leveler jack for smooth operation

The two major issues were a result of the transport - rock chips in the paint and a stress/impact crack in outer pane of windshield.

5 weeks and counting.

[Mr_D]

On our 2002 DSDP the dealer had it for 113 day out of the first 305 days of ownership and I still ended up taking it direct to Newmar for repairs. Part of going to Nappanee was that I also needed to go to the Spartan factory for a new front axle (12,000# to a 14,600# unit).
The dealer is now out of business and had their Newmar franchise pulled due to problems .