Business ProfileforThe RV Shop

Initially, after having an accident in May, we were recommended to The RV Shop and were impressed with their many good reviews. We emphasized that we live full-time in our RV and we were informed that obtaining the necessary parts would take 6 to 8 weeks and repairs would take three weeks for painting and one week for awning However, on June 18, we called for an update and learned that the awnings had not been ordered yet. We were told that they were still trying to get the correct ones due to customization. This lack of communication was initially concerning and we felt it necessary to reach out more frequently and proactively for updates rather than waiting. Our frustration was beginning to grow. As time went by with no progress, we continued to follow up, only to discover that, more than a month later, the parts were still not ordered. When we finally returned and dropped off the RV on August 17, we learned not all parts were in yet. After 11 weeks and 2 days on the road, all parts should have arrived. We found the lack of communication bewildering and unacceptable. We were repeatedly told various excuses and, we believe, some obvious untruths as a window had not been ordered. Upon picking up our RV, the repairs on the back corner had only been partially completed. We had also requested an estimate on another repair to run a satellite cable and never received the estimate after requesting it 3 times. Incredibly, the general manager has the audacity to tell us it was our fault for not obtaining the estimate. He was reminded that they had no problem giving us 2 estimates for roof re-sealing ($2300) and winterizing which we had never requested. While we understand that unforeseen issues can arise in the repair business, the total lack of effective communication and accountability throughout this process was nothing but disappointing and unprofessional. We had high expectations based on the shop's reputation but our experience fell far, far short.

Mark, we are terribly sorry that we didn't meet your expectations. Unfortunately, we were unable to obtain the necessary part information from you in a timely manner while you were up in Maine, and when we finally received the information from you on July 30th, it was not enough information for the manufacturer to find the SKU. After a significant amount of research into this, we found that all parts were ordered 2 days after your arrival and that this was in fact communicated with you. Unfortunately, we have no control over the logistics of parts - especially when they come in damaged and causes delays like in your case. We continue to raise the bar in the RV industry. While the extent of body damage and paint repair may have sat at another shop for months and months, we're proud to say we were able to complete all of that within the 4 week timeframe as promised, pending the arrival of your parts. Again, we're sorry we did not meet your expectations, especially under your living conditions, and hope that we get the opportunity to serve you again in the future.