La Mesa RV Reviews

You would think that they would at least compensate you for your time and fuel in bringing your unit 35 miles for a mistake that they made but of course that’s not the case. As it stands now I’m waiting for two parts that they broke when transporting my vehicle the first time I took it in for service. I would recommend never using this company to anyone that feels or is told by them they are going to have the best service ever. Once the purchase is made, they absolutely turn their backs on you and do not give a second thought to you or your needs when it comes to their product.

List of problem:

The weather stripping on top of the slide comes out with the slide.

In July after again many calls we were told they would not cover many of the things that needed repairs and blamed it on winnebago. This week after having our camper for over 4 months!!!! we were told it would cost an additional $2000 to repair the broken water heater stating it was water damaged. We never used the water and winterized it per their instructions!!! Along with charging us $400 to adjust the door that swings open when traveling. AGAIN THIS IS A BRAND NEW TRAILER STILL UNDER MANUFACTURER WARRANTY ALONG WITH HAVING AN EXTENDED WARRANTY.

When we asked for our trailer today they told us it would take a few days to get ready for pick up. We told them we wanted it back today, almost 5 months was long enough, they sat it in the middle of their parking lot without placing a block under the hitch leaving us to scramble to find bricks to lift the hitch high enough to hook on to our truck. Camper was also dirty and full of dead moths at pick up. Such a disappointment and the $400 door repair we paid for didn't stop our camper door from swinging open on the way home.... THINK TWICE BEFORE BUYING FROM LA MESA RV.

Imagine giving a 5K down, completing the whole process of what “appeared” to be A DONE deal… leaving the LOT with your new travel trailer… ONLY to find out 45 days later when you get a CALL from someone at a different location that the finance manager who "funded" your Deal was FIRED and documents need to be resigned due to address error??? Finding out upon contacting the supposed Lender “Alliant Credit Union” That you are a ghost & there’s NO DEAL that was EVER FUNDED or even considered?!!!

How does any DEALER in the right mind ALLOW a CUSTOMER to DRIVE Away in A NEW RV and contact them 45 days later saying there’s no funding in place?! Not only that – Running the customer's Credit after 2 hard hits with 3 more hard inquiries (Without Consent) to TRY to Justify the situation only to end up Saying You have three days to come up with more money or your own financing or return the trailer... overwhelming, anxiously annoyed & distraught with how they have handled this. Don’t TRUST because you are bound to get HIT with the BIGGEST most stressful situation. The negligence and disgrace of this place is beyond what any customer should have to go through.

This was 2 months into purchase! When I asked if we could trade it for a new model that does come with a Warranty, they said they would buy it back from us for $80,000!! So we obviously kept the one we had because we were not taking a $40,000 loss in 2 months! When you bring your RV into service at their Port St Lucie, FL location, you get the run around! We have brought it in a total of 3 times and each time we get it back it is in worse condition. Then when we dropped it off!! They seem to break more when they have your RV and they really don't seem to care at all. The Floors were recently replaced and they took the molding off the walls to put them down - when we got it back There is no molding! Only nails sticking out of the walls!

We have called for 2 months asking for our molding back and we get stories as to its being ordered. We had a soft spot fixed on the ceiling as it was dipping and the tape seal was coming off. We got it back with a bigger dip and whoever put the tape back on the ceiling had dirty hands and I had a hand print and crooked/folded tape! They don't seem to help you or do anything for you. In order for anyone to cooperate you need to get the service manager involved who also doesn't want to be bothered by his job. In order to get some of my work done I had to email him and the girl that finally called me to schedule after I left several messages told me she had to call me now that "her manager has been notified". Are you kidding me! Not to mention, when they have your RV - They keep it a long time, and I mean for months!!

While you are paying the monthly bill to have your RV and your monthly storage fees - they take their damn time in getting it back to you. I know others that have had it there 6-8 months with No repairs done! I was also told by my service rep that the office no longer wants to pay for my repairs as its costing them too much money! I am sorry they gave me wrong information and now they have to deal with it! I am also sorry that I have to keep bringing it back because their service team just can't get it right! This business is extremely unprofessional and has ruined our very first RV experience. Take your business elsewhere!

Original Review: Oct. 19, 2022

NEVER purchase an RV through LaMesa!! I bought a BRAND NEW Thor Chateau at an RV show at the stadium. If I had known ahead of time it was through LaMesa I wouldn't have gone, because I purchased my first RV through them and had issues, but I decided to give them another chance. Our very first time taking it out camping, I noticed the battery in the back was not charging, so we didn't even have lights after we had to turn the generator off for the night. One morning we woke up to a horrible sulfur smell and heard a hissing sound. The smell was so strong, we decided we'd better take it to a repair shop. The repair guy said the battery had an internal short and was about to explode. He said we were lucky the RV didn't catch on fire. So after spending several hours at the repair shop (because they didn't have a battery in stock and had to go pick one up), I paid for the new battery and left.

I contacted my salesman at LaMesa to explain what happened, and I asked for a refund for the purchase of the new battery. I was transferred to multiple different people who all refused to help me, so I asked to speak with the sales manager. He said he would look into it for me to see what he could do, and he would call me back by the end of the day. That was 3 days ago, and he hasn't returned any of my calls. I also left a message with the LaMesa corporate office, but I haven't heard back from them yet either. I understand they probably weren't aware they were selling me a never before owned vehicle with a faulty battery...that isn't even my issue with them at this point. The fact they refuse to correct it or even have the courtesy to contact me back when I have been nothing but polite is upsetting. If this is how they treat return customers, I'm not interested in giving them my business. I spent way too much money there for them to ignore my valid concerns.

It was clear upon approaching the unit that it had not been cleaned inside or out, the salesman explained that it had just arrived on the lot and not been cleaned but that being cleaned it would look great. While looking inside the unit I found that the toilet seat was broken and told the salesman. We loved the unit and the price was within our budget so we were directed to the finance office and started the paperwork. Later we were told that we could pick the unit up on Sunday, that a fan motor for the air conditioner had been ordered. We were attempting to make plans with our family out of state for the first week of the month and requested that if possible we could take possession Thursday which they agreed to.

During the walk-thru and orientation the step at the sliding door would not work, we were told that a replacement would be ordered and the curtain on the driver’s side rear window was programmed reversed, up was down and down was up however it would be corrected. The unit had been cleaned inside and out, all tanks were full, water, propane and diesel, we left for our family obligation in our new/used Airstream with a broken toilet seat. With a full 5 year warranty on the unit.

While out of state we received a phone call from the service department and were told that the earliest we could get the unit in for any repairs was October 11, 6 weeks after taking possession. The appointment was for the step and curtain, I explained to the lady the other problems we were having. The broken toilet seat, the ac fan, the sewage hose leaks and that the hose would not retract, at this point we were told that our problems would be noted and evaluated after we dropped it off. The lady agreed that we could drop the unit off on October 10, at 3:00 pm to be serviced the next day for 2 items only, the other items would be evaluated at that time.

After returning from our trip we received an email from Robert ** which read that he had confirmed with the delivery coordinator three items and “yes the fan motor on was order with an estimated ETA of 9/30, someone will be in touch with me as soon as it arrives.” This is the second motor home we have bought from La Meza. We had service problems with them on the other unit, time delays, waiting to evaluate our complaints before doing anything to correct the problem. It was our hope that things had gotten better but it appears that nothing has changed.

The RV is stored in a covered parking area at my home, and was not exposed to rain until recently, when I encountered a rain storm on a camping trip. So 5 months after purchasing a 'brand new' Winnebago Travato, I learned that I have a roof leak. I called Winnebago to ask them if warranty work could be performed by a mobile RV service provider near me. They advised that the selling dealership could sublet the warranty work and suggested that I contact them to discuss the problem.

After 3 phone calls with 3 different people at La Mesa RV, the final message from them is that a roof leak is not likely covered under the warranty, which is absurd. They also said that they could not sublet warranty work on an RV that they sold. Additionally, they told me that Winnebago is ultimately responsible for the warranty. It seems that the warranty is a hot potato. I'm taking the RV to an authorized Winnebago service center located within a reasonable drive from my house, so hopefully all will be resolved soon. That said, La Mesa RV was of absolutely no help with this after-purchase issue.

We tried to discuss the problem with the LaMesa customer service who directed us to call Thor, the manufacturer directly who then was no help other than to tell us to call master volt directly who after several attempts could not get hold of anyone. After several weeks of back and forth which was ridiculous, we finally were able to get a service appointment at a dealer, with no help from any of the parties mentioned above. The dealer who is a authorized Thor repair center confirmed that the system is just not good and the operation of the batteries are limited.

We understand that LaMesa is the dealer, not the manufacturer, but as the purchaser we should be able to get answers and help from the dealer not get a run around. With all the rvs we have purchased throughout the years and different dealers we dealt with LaMesa has certainly been the worst. I am not one who writes reviews, but I really have to let people know that the experience with the whole LaMesa organization has been awful. We haven't decided what to do next.

ORIGINAL REVIEW: There were issues with our Fleetwood Bounder and we gave a list to the sales rep. They kept the RV for a long time and then said everything was fixed. We went on 2 short weekend trips. Found a broken speaker, broker window, weather striping- was to be fixed. We could deal with everything we found and my husband got a service appointment. So we took a trip cross country since everything wrong was minor. By the first day front room slide would not go in all the way and by the second day the 2nd key hole got stuck. We are currently sitting in Wyoming waiting for good Sam. I called Le Mesa and of course cannot get ahold of anyone.

Be careful buying a RV here. Well Chris from La Mesa called back- so surprised. He gave us some info to hopefully fix the slide. Really no help with the lock so remember the broken window my husband got it open and is now crawling in the window. So as of yesterday from bad to worse- RV would not start at all!!! La Mesa was no help. We had to call our own mobile mechanic, pay $200 to get the RV going two doors down to a Ford Dealer, get a hotel room for the night, and rented a Uhaul to get everything out of the RV since it will be a few days until Ford can even look at it.

I called the dealer, spoke to the guy, Brandon, who sold us the RV and he said he can do nothing-so if they say they are there for you do not believe them. If you call for any reason they just send you to service. Finally got ahold of the service manager and basically was told call the warranty company. I would caution anyone from buying at Le Mesa RV and do not believe anything they tell you. Agree with most of these posts- they just want to sell you the RV and after that fend for yourself. I would give the minus stars if this review would let me. Oh and there were poor ratings on here the other day which seemed to have disappeared since- very interesting.

To add to the story it is now 6/5/22- the warranty company was fantastic and paid for some of the finances we were out, but very minimal. I have talked to David at Sacramento La Mesa- who guaranteed me he would talk to the VP and get back to me. It has been over a week and never heard a thing. So I went onto the La Mesa website and chatted with a customer service rep who assures me that someone will get in touch with me- I will believe it when I see it. So still out $1915.62 and our RV is still in Nevada. As I said before do not buy a RV from La Mesa -they just want to sell you the RV and after that fend for yourself. I have decided to warn everyone I can against La Mesa RV so will be posting this on several sites until it gets settled and I am contacting the better business bureau. Will keep you all posted.

They refuse to do any warranty related engine or chassis work and will not make arrangements with Ford. They sold me this brand-new class A motorhome, but I need to waste my time looking for and traveling all over California to get warranty repairs done. Why do I need to that? I even paid extra to have mobile service only to find out I am not in a covered mobile service area. Who does that? They are a complete joke. Stay away from them. Far, far away!!! La Mesa RV Jayco Ford Motor Company #lamesarv #jaycorv #fordmotorcompany

We bought a 2021 Integra Escalade Super C in February 2021. A year and 3 months later still have warranty issues not fixed after taking it in 3 times. Floor was torn up for a year and finally had to get it fixed by another company. Still waiting to get our $300 reimbursement for that. This last time they had it for two months and finally fixed two vents. Door is still not fixed and trim moulding isn’t either. They don’t do what they say and always have an excuse for not doing their job. This is our 5th RV but our first from La Mesa RV Albuquerque and I would not recommend them. I would avoid them at all costs, you’ll be glad you did! Buyer beware, you’ve been warned.

Lamesa did a awesome job. There were a few small issues but we found them and they fixed them. We have been camping since and only needed batteries. Lamesa RV crew was very nice and went out of their way to help us enjoy our new / used Couch. I would highly recommend them. They give you a checklist, information and really help new camper owners, no one else does this that I found. Very happy camper in Fort Myers, FL. Lamesa RV.

We addressed our poor delivery experience via their online survey, which resulted in a phone call from regional manager (Brian **) and national customer relations manager (Jay **). LA Mesa RV does NOT care about their customers, at least not us. Nothing but silence from Port St Lucie, Region & Corporate. Can elaborate much more in private. STAY FAR AWAY FROM BOB **, DALLAS **, LOURDES **, JAXON **, SCOTT **, BRIAN ** & JAY **. We are still waiting for a remedy to their negligence, and something as simple as a PROMISED $30 lunch reimbursement “for the inconvenience” is too much for them to acknowledge. PATHETIC.

I finally threatened legal action with the person that answers the phone, if I am not taken care of. Then someone finally called me back. They said they would call me back to get me on the schedule and a week and a half later, still no call. I have called and have now left 2 voicemails w/ no response. Would anyone else like to start a lawsuit with these guys? Worst experience EVER. 3/3/22.

After calling the dealership they refused to give me an answer, so I decided to bring the RV back on the same day as it was purchased, once they had it back they took it to the service department and after an hour told me they could not fix the problem today. As I am an out of state costumer I asked for the deal to be canceled. They then flat out refused. Be warned that if you purchase from this dealership they will cover up problems to trap you in a purchase. They are doing this knowingly to a military member. Beware of this organization. Upon getting a lawyer involved it was learned that they also were defrauding customers through their warranties they are attaching to the sales of their RVs.

I asked about side cameras, I was told and additional $1,400 I bought and installed for $330. Sales people promised everything. Even if you get stuff in writing they make excuses not to fix. Then they wanted to charge us for a service call to look at issues they said they were going to fix. We are fixing everything ourselves and not going back for anything. Tired of smiles and hand shakes and issues still exist. So we will find a place to service our RV that is credible. And when it comes time to buy a new one (bought used one to see if we liked it, and we do love camping) we will not even consider La Mesa.

Our word is our bond, and had we got another offer after making a commitment in email and verbally, we would have said no. We made a deal, even if something else came up that meant more money, a deal is a deal. When you say you will buy/sell something you back up what you say you will do and make it happen. You might not like the deal you made, but your word has to stand for something in this world. So, now we are back to square one, they blew us off after making a deal. No honesty and no integrity here. Buyer/seller beware. There are other places that stand by their word that you can deal with. This is 100% true. Please protect your own interests and don't take their word as it is just that, word with nothing behind it.

On day of scheduled delivery hired an Uber to bring me to dealership ($60) and just as I leave received a phone call telling me that the coach was not ready and things were broken (brand new coach NOT a used one!) already in route in Uber so continued to dealership. Day of delivery (as it had taken 3 weeks!) I had reserved camping areas and had the whole family with their campers at site so we could "reveal" our new camper. At dealership looked at my second choice which was still on lot, was assured that they could swap everything and get me out in that unit as the first one failed the walk through inspection.

Talked with sales person that we would take the second choice just needed something taken off for the condition as it was scratched up where previous owner tried taking off decal. This was an even more expensive coach than the first one and was told because of the issues and communication errors they would definitely do something for me. Go to finance to sign for the deal and list price was still the price. Back and forthed and a manager came in and took off $500. Was not happy but at this point just needed to leave.

Go out to coach for walkthrough and there was a dent on the back door that had not been there when we viewed on lot, and inside they still had the price sheets on the restroom door. The sales manager came out and I asked him to have them taken down, and he walked over and pulled them off of the door and the tape peeled the laminate off of the door in 4 large pieces. Already just mad, aggravated and disappointed + finance was already signed. Was told they couldn't do anything about it and that it falls under "cosmetic" so I couldn't complain about it or the scratches and dent on the outside.

This is ridiculous service for a 6 figure buying experience! I get much better treatment at the Mercedes Dealership when I purchase and get service there! I have bought 3 other RV's there and the other 3 were excellent buying experiences, this time was a comedy of errors from the beginning with a cascade of issues snowballing to sour me on this dealerships new management and personnel.

We have had this unit in our possession less time than la Mesa. We will be demanding a full refund of the policy. Lying and blaming others (the insurance company) simply to hide the fact that the service department has done nothing is unacceptable. I equate La Mesa to the horrible reputation that Camping World has acquired with regard to the Thor. We need to pick up the coach in 4 days. Of course service is closed on the weekends. My recommendation: don’t buy the policy and take your unit else for service. The service tech at La Mesa actually said they need extra time in case they destroy a cabinet removing a wall. WHAT?!? How trained are these people. I have no confidence in La Mesa’s ability to carefully and correctly handle any repair after this statement. I recommend Jim at RV Renovators. Quality work, done in a timely fashion, with periodic updates.

2. How do we know it was the line to icemaker? After many unsuccessful attempts & many unanswered messages left to contact La Mesa RV we had to contact the makers of refrigerator to figure out how to get the icemaker working. The service people did not turn on the water to icemaker.

3. Which brings me to turning on the water outlet value to the icemaker, my husband reached under the kitchen sink to turn valve and the board under cupboard fell because there was one staple holding the board up.

4. Hot water tank will NOT work with electric ONLY propane. Who knows why I can NOT get anyone to answer the phone?

5. Which brings me to the so called “We’ll Be Here After You Leave Today!” flyer. For the first 120 days after you purchase RV from La Mesa RV they will continue to provide support at toll free phone number. This is a laughingstock!!!! Never answer the phone & now all the sudden they will be out of office till the 12th of July. Why, so they can run the 120 days out. Bought this 2021 Crossroads Cruiser April 30, 2021. We are now at 40 days as of July 10, 2021.

6. A/C unit in living room/kitchen is NOT cold.

7. Gas lines run down the bottom of the frame so we can NOT block up the RV.

8. Why would we need to block up RV you ask? Because electric levelers in the middle will NOT work. Keep getting an ERROR Code. Yes, I have called.

9. And this brings me back to the 120 days we are here for you. We were told by the salesman that just because we live in Flagstaff, AZ they have a mobile unit to come fix this $64,546.00 RV. Outright lie!!!! No names mentioned the lady on the phone yesterday July 9, 2021 told me their mobile unit will cost us $149.00 for the first 50 miles & then $1.00 per mile after that. Do they realize we live 145 miles +? So let me get this right $249.00 for LA Mesa RV to honor their warranty for a brand-new RV. I AM APPALLED!!!! Wait folks it gets better.

10. Sewer pipe outlet is put on crooked. Husband had a time hooking sewer up. Yes, we have had an RV for years, so we know what we are doing.

11. Bathroom sink has a drip, make sure you do not leave the drain closed. Or we are going to flood again!!!

12. Molding by the door was never fixed, we asked multiple times. How hard it to put a couple of staples in the molding? Apparently, extremely hard.

13. Satellite system will not work with the dish system. Why? I can NOT get any answers from anyone.

14. La Mesa RV had a whole month to get this 5th wheel ready for us before we picked it up. We had an appointment at 9 am in morning. We had to wait another 3-4 hrs. for them to get it ready. We have a business also, but apparently our time means nothing to LA Mesa RV.

15. Electronic recliners will NOT work unless I unplug them and reset them. The recliner gets stuck into the up position.

LA Mesa RV should be ashamed in the way they have treated us!!!! Keystone should be ashamed of having LA Mesa RV as one of their dealers. Keystone should cancel their contract with LA Mesa RV, with this kind of service we would never treat our valued customers this way. For the price we paid for this RV we are HIGHLY DISAPPOINTED!!! Never, ever go to LA Mesa RV for a new RV you will get the shaft in the end but only after they receive their money!!!! Sadly, disappointed in LA Mesa RV 7525 W McDowell Phoenix AZ,

Sherrie **

La Mesa was unwilling to buy back the RV or help us find some resolution to the unusable RV. We trusted the reputation of La Mesa RV and are very disappointed and frustrated by the slow response, lack of communication, lack of concern for the inconvenience, lack of customer service, and especially for selling an RV as "like new" when it obviously was not in working order. Think twice before buying from La Mesa RV.

I bought this RV a few months ago and brought it home in February. We bought it brand new, first owners. It comes with a year bumper to bumper manufacturer warranty from Keystone that our dealer is supposed to honor because they have a Keystone approved service depart. They didn't. I have moved my RV twice, went no more than from Mesa Arizona to Camp Verde Arizona where my new RV TT sat for 2 months solid before we decided to take a road trip to help my father in Indiana who has brain cancer so imagine my worry nobody wanted to help me and or honor the warranty. I thought buying new would help me.

So here below is my story and I am sad I even have to repeat this but as of now I don't trust Keystone, and I absolutely do not trust La Mesa. After all my complaining and pushing things, the dealer now calls me almost a week later saying they have found a place that will get it in and work on it. I fear they will find a way to make this not their fault. Everything worked fine before and everything worked fine pulling out. I didn't get but one exit up from where it sat for 2 months and thankfully because my son was hungry we stopped at a sonic where the trailer started smoking and a customer saw it when I had stepped away and put the fire out, thank god!

The two people that jumped into to help put out the fire also had to remove everything from the brake box because they needed to disconnect any power from it because it kept breaking out in fire. So they did and had to cut two small holes to remove wiring that was still smoking and catching fire. The two men that jumped in worked with RV's and wiring in the past with electrical experience and clearly stated this was a manufacture defect in the way it was started and the way the wiring was under the floor being pinched.

Needless to say, we have been blown off and this is a huge hit on our insurance when the company told us to do the wrong thing and we are out hotel, we are out, food, clothing and more because we can't even get into our slides as there is no power to the rv to open them. Our insurance will reimburse us $1000 for hotel but really should they be involved at all? NO, the dealer should have done what was right in the beginning. That won't cover even one week of our hotel where our RV has sat already without being touched yet.

I have been told that not only is LaMesa RV known for their terrible customer service but how them not honoring warranty work is too. It isn't even week one and I have already reached $1200 in hotels already. LaMesa called us and offered to pay us a lump some to help with expenses but we had to sign off on all liability for everything else. Per J. ** who stated "he is the decision maker who can make things happen!" Obviously I am not releasing them from not honoring anything. I can afford to pay for my hotel loses, my food loses and my clothing loses and more. However, not many are in the same situation as me. This could financially ruin most people and it is not right.

The principle of the matter has me ready to fight with everything I have. If you are a company and you give a 1 year bumper to bumper warranty then you should be made to honor it no questions asked. My personal insurance shouldn't be held responsible where it will make my insurance premiums go up because I took a hit on a claim because of ** wiring from the manufacture Keystone who doesn't do good work. Below is the story I have been sharing everywhere in order to help anyone in the future from making the same mistake as us to not only avoid any manufacturing RV owned by Thor industries and subsidiaries but to avoid all La Mesa RV companies all over the US because they all blew us off and chose not to help till today which now seems odd. Thanks for reading my story below and sorry for repeating myself.

My Keystone RV Air Cruise 33ft bunkhouse was 2 months old, has only been moved once to get to Camp Verde and then once to leave Camp Verde 1 exit up before leaving town to eat. I shouldn't have faulty wiring that almost killed my family by catching on fire. Keystone RV needs to step up and do the right thing. My insurance company should not be covering manufacturing issues and I shouldn't be out of pocket for hotels because their dealers don't honor their warranties. First our dealer told us they just couldn't help and to call our insurance. We called many other Keystone RV service providers and other La Mesa RV dealerships in Arizona; all Keystone RV preferred service and body places told us they couldn't help and it would take 6 weeks to even look at it to give me an estimated time frame for fixing or figure out what was even wrong.

We had to go to a none approved RV service facility to get someone to look at it within a week. Worst experience and worst customer service ever from Keystone RV approved dealers and service centers. Did I mention if it weren't for the random act of kindness from a stranger seeing the fire and using an extinguisher my family might have died from the propane and gas tank explosion before we saw the fire. Might I mention had we not stopped one exit up this would have happened on the highway and would have exploded before we saw fire..

If you are looking for a new RV don't get a Keystone and for sure don't use La Mesa RV anywhere. They all dismissed us. What is worse is Keystone basically treated us with the same poor service and chose to make us do all the leg work to get them to still do nothing. They refuse to even call where the RV sits and get pictures. We have called our lawyer and they told us to watch what happens first, let the work get done and if Keystone nor LaMesa steps up and does what is right then we will go after them after the fact for failing to deliver on promised service through our manufacturing warranty contract. In the meantime, am I to spend my life's earnings and savings to get them to do what is right? I am very disappointed and I hope to keep others from going through the same thing. I hope this review reaches far and wide.

We took it to LMRV facility in El Cajon, whereupon our Service Advisor’s (SA) first remarks were that it was going to cost us $195 just to figure out the problem. Then he proceeded to dish a little verbal dirt on “The Brand” which led me to believe that the product, which LMRV represents, advertises and sells, was viewed with some derision. It seems a cultural disdain exists at LMRV that seems to have transmuted from our first service advisor to the next. We were so disappointed and unhappy at this attitude that we paid the $195 extortion fee, took the vehicle off lot and had the batteries replaced, under warranty, at a brand-recommended facility 125 miles away rather than deal with such a dismissive, unprofessional attitude.

Shortly thereafter, we noticed that our refrigerator began freezing everything. Then the gauge for the freshwater tank malfunctioned and a significant freshwater tank leak appeared. So, we took it back to LMRV in El Cajon. Now ten days after dropping it off, it seems that work on our rig has ground to a complete halt because the service advisor who told us it was going to be covered under warranty has moved on within LMRV and his replacement is reneging on that promise to cover repair under warranty. Our new SA said he is in communication with “The Brand” and they are at loggerheads as to how to proceed. We were given information on the reason for the warranty problems with the 2019 model.

Apparently, the agreement between LMRV and “The Brand”, for warranty work, specifically excluded the 2019 models due to business issues between the two organizations. The manager over the service advisors has instructed and is still instructing the service advisors to NOT provide warranty work for the 2019 due to the issues between LMRV and “The Brand”. As consumers of the LMRV products and services, we should not be victims of the dispute between LMRV and “The Brand”.

Since the day we dropped off the vehicle, nine days came and went with no communication from anyone at LMRV until we called yesterday, prompting a return call from the SA. All of this has occurred even though we purchased the Portfolio Protection plan. The extreme disconnect between how LMRV promotes the RV experience in its televised advertising and the reality of what one gets at the El Cajon service facility is as different as night and day. We think a serious internal review may be in order to address the customer service culture within your organization, at least how it relates to “The Brand” product. This type of cultural attitude can only exist in a company when either supported by, promoted by, or ignored by senior management. Which is it?