Horrible Service Department - KHG
If service after the sale is important to you, DO NOT BUY FROM THE FAIRFIELD OHIO CAMPING WORLD!
I purchased a Rockwood Freedom from them in 2013 and have had problems from the start:
1) They misplaced the keys to the new camper while installing an air conditioning unit. To this date, still no keys.
2) When they did install the unit, they did not cover the interior wires with molding. They just dangle from the ceiling, further more they left panels off and a bunch of debris from their work all over my brand new camper. I brought this to their attention and all I was given in return was indifference and a vague promise "to make it right the next time;" four years later, multiple service appointments, still no keys and the wires still dangle.
By the way, good luck dropping off a camper for service. There us no dedicated drop off lane or protocol. You will get yelled at to move your camper three or four times by different employees. The lot is run like a Keystones Kops comedy routine.
3) From the very first purchase and pick-up of the unit, I felt the latching mechanism in the coupler of the trailer hitch was either loose or defective. I have called their attention to this multiple times. They dismissed my concerns each time.
Earlier this year, when the camper jumped the hitch ball for a second time, it did major damage. Once again they claimed it was fine "and that I just didn't latch it correctly," but they were perfectly happy to repair the damage and charge a huge fee.
4) Finally, I have just returned from the first camping trip since that service and sadly it started as another annoying frustration (once again the service department left panel off inside, debris, and had yanked the 30 amp cord and A.C. cord out of the hatch receptacles and strewn them, tangled together on the floor of the camper. Even worse, the guidewire for the lift system was snapped and just left on the bed.
It was a minor annoyance. I could have dismissed the shoddy service until I then noticed they had replaced the tongue-jack with non OEM equipment. The original wheel and jack base would not fit the post, so I improvised. If that had been all, I could have forgiven them, but then, traveling home from the campground, the hitch coupler once again jumped the ball. The camper slid under my truck.
Thankfully, this happened at 20mph, right in front of the Mr. Sterling, OH, Fire Department. If it had happened a few miles further, on the highway, I might not be alive to type this email.
Imagine my anger and frustration, when the Fire Chief that rescued us called me over and showed me that the coupling spring and lever was defective on the camper trailer.
So, with their help (extra row ropes and chains) I was able to get the camper back home.
I have left multiple messages for the service manager, Mike Combs, who after three days has yet to respond. I am beginning to think he is ducking my calls. It is now time to escalate this to their corporate office. The local store does not care about you once they sell you a camper.
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