Service after the sale Is questionable - Not a happy camper
We just purchased a new Cougar 3 weeks ago. On our first trip out we found that we were unable to get hot water, this was also the case with our friend who was also out for the first trip of the year with her new Freedom Express from Wilkins. Both of us had gone through the walk through and were shown all of the necessary workings and told the units were prepped and ready to go.Fortunately there was a Wilkins mobile technician driving by in the campground that I stopped and he found that both units had not been set up for use. Hot water bypass valves had not been opened. A short time later we went into our camper and found the floor flooded. We found in another compartment the water docking station was spraying water from a split fitting. Obviously their prep didn’t include running water to check everything was ok. I went to Wilkins the next morning and they told me to drop it off the next day and they would have it done in a couple of days. It’s been a week without any updates from Wilkins so I called and was told it would be 2 1/2 weeks more. That means we pretty much lose the entire month for camping. Our friend had noted issues with the decals on her unit were gouged during her walk through in April. She has yet to hear anything from Wilkins since that time. It is obvious they have customer service issues in their service department. A simple phone call with updates would go a long way to satisfy customers. I do have to say the only responsive person to issues has been Brooke Derbini in Finance Office, she is willing to help follow up on issues even though it isn’t her job to do so.
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