Arrowhead RV Sales and Service

The start of my experience was good.  The salesman, Tom, had a good attitude and made me feel like they were a local business treating a local customer with respect.  I also had the GM (Mike) assure me that the service after the sale was top notch and that I would be placed ahead of anyone that brought their camper in for repair that didn't purchase from them.  However, after the sale things declined rapidly.  I found out that I had to purchase some items and Brandon at the front counter acted like he was the man that had all the knowledge.  Not only did he sell me something that I didn't need for my new (2016) camper, but argued with me when I questioned him on whether I needed it or not.  So I swiftly found out that Mr. Expert (Brandon) didn't even know his own stock.  When I got home and realized that I didn't need this part I asked someone else to confirm that I wasn't wrong.  They agreed with me.  I called back to the "Expert" the first chance I got and all he gave me was, "Oh, sorry."  Good job on your customer service after the sale!  I explained that I lived an hour away and again he said, "Oh, sorry."  

Two weeks after purchasing the camper I encountered a rain storm.  Imagine my surprise when I woke up to a wet head from the water leak.  I took the camper back a week later (it was the first chance I had to return it for warranty work).  I filled out the paperwork and was told where to park my camper.  I was surprised to find that Mr. Expert (Brandon) didn't care enough to have me point out exactly what I was talking about.  Either I was extremely clear on my description or he didn't care enough about making sure things were fixed correctly.

I didn't hear anything the next week so I called to find out the progress of the repairs.  Mr. Expert began to give excuses that their only service guy had shown up to work on Monday and seeing double so they took him to the hospital.  Basically I was given WAY more information than was necessary and my camper hadn't been touched all week.  I told the "Expert" I would call back the following Monday afternoon for an update.

I called Monday afternoon only to hear a different story from Mr. Expert.  Now he tells me that their service guy showed up to work on Wednesday seeing double and they took him to the hospital and he hasn't been back to work since.  Mr. Expert's original story was that their service guy showed up on Monday really sick.  Now there's two days difference in his story leading me to believe there's something else going on.

I didn't hear anything for the rest of the week and called back on Monday (the start of week 3 without my camper).  I immediately get reasons why the work might not get done that week, but they're hopeful it will be done by Friday.  

I started seeing the trend and was fed up with the excuses so I contacted the manufacturer of my camper on that Thursday of week 3.  Strangely enough I was called back by Mr. Expert a short time later stating that I could pick up my camper, but not all the repairs were complete.  He stated that they would come to where I park the camper to finish the repairs.

When I picked up my camper I found that all the food in the refrigerator had gone bad and that my camper reeked of rotten food smell.  The battery had also gone bad and the refrigerator was unable to restart.  While manually cranking my camper there were 2, yes 2, service guys that walked by without offering any help or assistance.  Then I found that the capture plate that was attached to the trailer had been removed and not replaced after the "service" was somewhat complete.  So I had to do more work to put it back on.  At this point I'm feeling like I've done more work in 10 minutes than the entire staff of Arrowhead RV.

I called Mr. Service (Mike the GM) to let him know about the less than poor service I had received only to find that he was making excuses just like all the employees!  Amazing!  Not surprised, but at least I found where the cancer had originated!  The employees were acting just like their leader!  I guess you can only expect that when you set a low standard the same (or even lower) standard will be met by subordinates.

Shop here at your own risk.  So far I haven't found anyone within the community of this business that can say anything positive about Arrowhead.  One comment I've heard is that they're not even paying their bills.  Again, I'm not surprised.