I have already written about the state of the RV industry’s problem with service departments and specifically Lazydays RV in Seffner, FL. You can read that post here.
Our saga with Lazydays continues as it relates to the service appointment we have scheduled for Monday, October 24th. Amber has been trying to get in touch with our service “advisor” since Monday, October 17th. Since this will be our first ever service appointment, she wanted to know what we should expect as far as waiting for the RV or dropping it off, the plan for getting our issues addressed, etc. With no call, she was getting pretty upset and commented on this Facebook post mentioning that their customer service is beyond poor. A service manager replied with her contact information and Amber called her and left a message.
When the service manager and Amber did speak, she assured us that having an appointment would guarantee that a service “advisor” would look at our issues at our appointment time and a technician would look at it at some point during the day, but the issue with our slide may be a harder issue to diagnose and may require parts that take a while to order. I even talked to her and made it clear that if we only found out what was wrong with our slide (if anything) during our appointment and parts needed to be ordered, we’d consider it a success. We would then bring it home and return when the work could be done. After the call, we decided to drop Irving off on Sunday and see what we found out on Monday.
We headed our for our normal Friday night dinner out and out of the blue, Amber received a call from our service “advisor”. I heard part of the conversation since I was getting Christopher and I a table and situated. When I heard something like “…so we could get a mobile RV service tech and it would be the same thing…”, I figured the call wasn’t going well. Our food had been delivered to our table and Amber was still talking to our “advisor” in the lobby, so I knew it was a tense conversation. I told her that her food was getting cold and I knew there was trouble by the look on her face.
Her first sentence was something like “…he basically told me the complete opposite of what the service manager told me…” He told her that if we brought our coach to Lazydays on Monday and waited, he could not even guarantee that a technician would look at it that day. He said that three people who had appointments today (Friday) did not get their coaches looked at and had to be moved to Monday. He also mentioned that it’s possible that our coach would not even be looked at for 4-5 days after dropping it off. Amber also said that he had a terrible attitude, although he was, at least, trying to be civil.
My pet peeve…being lied to. Even the though the service “advisor” is abrasive, no doubt from working in an insane environment, I believe his rendition of the story more than I do the service manager based on other stories I have heard on RV forums. This means that the service manager was simply telling us what we wanted to hear, most likely so we wouldn’t bomb their Facebook posts with negative comments. I would do that, Amber would not.
The bottom line. We will NOT be taking our RV to Lazydays for service. I have a zero tolerance policy for a complete lack of customer service and being lied to. It’s probably going to be tough to find a reputable service provider for our coach, but I am willing to try. If consumers continue to take this disrespect, this lack of service will not stop.
