Complaint Review: Greeneway RV Dealership

Greeneway RV takes extreme pride in customer satisfaction.  Many decisions made on behalf of our dealership are directly impacted by our mission statement, to “Spread the Joy of the Camping Lifestyle”.  When a situation is in our control, we make all reasonable attempts to keep our customers experience with Greeneway and the RV industry a positive one.  One example of something outside of our control is when a customer refuses accountability for routine maintenance.

When you purchased your camper from us, it was sold as pre-owned with no remaining factory warranty.  In addition, the camper was sold as-is with no dealer warranty of any kind.

Approximately one month after you had taken delivery of the camper, you called with concern of a leak.  As a good-will gesture we agreed to find the source of the leak and seal it up.  The timeframe of sealing the leak was drawn out as we were unable to re-create the leak while on-site servicing the camper.  Each visit we made was followed by weeks or months waiting for feedback from you to determine if your concern was resolved.  Finally, after a large rain storm in mid-September 2018 and no mention of any leaks, it was determined that the leak was sealed.  Throughout the repair process, our mobile service technician had consistent communication in an effort to quickly resolve the issue and prevent further issues in the future.  Specifically, Shawn had recommended for the camper to be washed so the camper could be properly maintained.

One year after the leak was resolved, you contacted us via a poor online review mentioning a water leak.  I contacted you for further clarification.  You had claimed that the leak had never been resolved and had been leaking since taking delivery in 2017.  Willing to stand behind our workmanship, I visited the camper.  Upon arrival, I was able to determine that the original leak repair was holding fast, however a new leak had formed on the opposite side of the camper due to a lack of maintenance.  At this point, the exterior of the camper was in a state of disrepair and was impossible to properly diagnose and repair any leaks.  As a goodwill gesture, as long as I was at the camper, I attempted to seal the obvious areas of concern relating to the new leak.  I had also suggested that the camper be washed so that all of the sealant could be inspected and maintained.

I acknowledge the fact that you have damage to your camper due to water intrusion.  In the opinion of our service manager Shawn (at the time, the RVDA Master Certified Technician that worked on your camper) and myself, a RVDA Certified Technician, the water leaks and the resulting damage you have is due to a lack of maintenance.  The manufacturer of your camper suggests a quarterly maintenance schedule relating to all exterior seals, sealants and seams. 

If you truly want resolution to the leaks you are experiencing, your first step is to make current the maintnence schedule by washing the camper thoroughly and following that with a detailed inspection of all of your sealant, seals and seams on the entire exterior of the camper.  Any areas of concern need to be properly re-sealed as quickly as possible.  If you are unwilling or unable to perform this quarterly maintenance to your camper, I would suggest hiring a company to maintain it on your behalf.  After the maintenance is complete, the process of repairing any damage that has occurred from water intrusion begins.  Again, if you are unwilling or unable to do these repairs yourself, I would suggest hiring a company to repair it for you.

We can not return the camper for a refund, pay off your loan, pay for the damage incurred, or repair the camper at no charge.  We can however, assist you with maintenance procedures, discuss the best way to preform a certain type of repair, and even review estimates from other service centers to see if their charges seem in-line.  If you decide to file an insurance claim, we can assist with that process as well.  Ultimately, we desire your satisfaction so that you can take part in the joy that the camping lifestyle can provide.

You have attempted to defame our name through multiple online channels, threatened suit, filed complaints through multiple organizations, and threatened to contact and organize a group of dissatisfied customers.  Throughout all of this, we have never wavered – we want you to have a positive experience with a positive outcome.  Until you are accountable for maintaining your camper, you will likely never have a positive experience with any camper, made by any manufacturer, sold by any dealership, or serviced by any service center.  Please, take our advice and let us help you!

 Greeneway RV could not come to a settled resolution filed with the Wisconsin Better Business Bureau.