Family RV Family RV Baird Family RV Not Concerned about Customer Care Pomona, California
I recently read several reviews on the bad experience that people have had with Family RV Baird RV, Ontario. I see they have not changed their business tactics and their customer care has not changed at all. My husband and I had the same experience back in 2009.
After looking at travel trailers for over a year my husband and I had narrowed our search down and had settled on a 2009 Viewfinder 21FB by Cruiser RV.
Once they got our money all the customer service went out the window. When we were going through the paper work the finance person kept pushing an extended warranty which we declined. It did not sit well with them as they were very pushy. We did not budge. We handed them the check for the travel trailer and went to pick up the trailer. The trailer itself was missing the hoses, power cords, pillows and other things. Needless to say they were not helpful. I ended up getting everything I needed replaced or missing items straight from Cruiser RV, Customer Care. What a great Company.
We had the Service Department put a brake away switch in our truck and their service repair person blew out our electrical system. We were not able to drive our truck and had to have our Chevy Avalance repaired by the Chevy Dealer. Obviously the service technician did not know what he was doing as he had crossed the wires and installed the breakaway incorrectly.
Lucky for us our Chevy Avalanche was still covered under the manufactures warranty and the Chevy dealer in the local area was able to repair the problem. We had to spend the day at that Chevy dealer waiting for the the repair however.
Once we took delivery of the Viewfinder we decided to camp at New Port Dunes RV park for 2 nights to acclumate ourselves to the travel trailer. We were having trouble with air in the water lines and tried to call the Family RV to ask questions. The salesmen were so rude and would not answer us and kept hanging up on us. My husband wanted to take the travel trailer back and drop it off, but we had already paid cash for the deal. My husband was getting really mad and upset and I ended up calling another dealer in Northern California, I was looking for any help I could at this point just to get some questions answered as we could not find the water pump.
Roger's RV in Freemont was so wonderful, he could sense our frustration. I handed the phone to my husband told him to calm down and talk to the nice gentleman. By time Roger was done talking to my husband everything was fine and he was able to trace the problem and get it solved. This dealer was EXTREMELY helpful and we never bought a thing from them. Roger of Roger's Camping RV said he just cared about helping us solve our problem and if their was anything further he could do to feel free to call. I did more that that I contacted the Cruiser RV Comany and told them what a wonderful dealership Roger's Camping RV was. I was so happy.
I also called told Cruiser RV about how BAD Family RV was because I could not get any help from them as they used foul language kept hanging up on us. So I filed a complaint with the manufacture. The manufacture is a GREAT company and were wonderful to work with. All the missing items were sent to our home along with a new jack which was malfunctioning. My husband installed everything as he is very handy.
When I needed something regarding our paperwork I had to call Family RV and they called me names and told me not to call back again if they were so bad since we filed a complaint with the manufacture. I sent the information to Cruiser RV regarding this situation as well. I am surprised they are still in business.
Two months later we noticed on the V-cap that the travel trailer had damage and had repair work done. Family RV never disclosed this to us. We were told anytime a Travel trailer is damaged it has to be sold as USED not NEW. Very dissatisfied with the practices and dishonest practices this Dealer Family RV follows. Very unprofessional in my book. We felt ripped off.
We would never buy from Family RV again. Their website says their philosophy has always been to place the highest priority on value and customer satisfaction. NONE of this is true. They don't care about the CUSTOMER.
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