Was an excellent experience dealing with the helpful people in the service department Tami and I beli
eve his name was Doug very nice gentleman anyway were very nice explained everything called me kept me up to date on progress will go back.🐾🌹🌈
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A negative or positive experience - always who you're working with....
Deciding on a class A motorhome during the covid mess, we finally made it to Poulsbo RV, Kent. Met u
p with Eric Duncan (sales), Jason Thiel (sales manager) and Kate Cooper (finance). We initially looked and test drove a diesel pusher, then a class A gasser, finally a class C, Wayfarer. Focused on only one brand, Tiffin, we went full circle....wrote up a contract on a diesel pusher and the long drive home, suffered from buyer's remorse. Heavy buyer's remorse. Called Jason the following morning, no issues regarding cancelling of the contract. A few days later, Eric called us on a new arrival of a shorter Tiffin. Concerned this coach would sell if we delayed (good RV's are selling like good homes these days. Quickly! If you see something that matches, buy it!), we drove up asap to take a look! Glad we made the effort as this was the coach for us!
As first time rv'ers, this was a very pleasant and positive experience for us. If there was ever a need to trade the Tiffin in, we'd return to Poulsbo to trade or consign and we would highly recommend the Kent store for all rv shopping needs and service!
Big shot out to Poulsbo RV Everett, especially Deanna and her team! They serviced our RV with a quick
turn around time and were EXTREMELY accommodating to our schedule. We did not purchase our rig from them but they treated us like family. We will not hesitate to use their services again.
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The service was great!! Monica did an amazing job of getting our camper in right away and in making s
ure things were fixed properly!! Thank you Monica!! And the repairman Glenn was equally incredible!! He didn’t have to take the time to help a (camper) newbie to understand how and what to do, but he went above and beyond my expectations!! Thank you both for all you did!!
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Faced big unexpected problems. The team lived up to their customer satisfaction goal
I purchased a used Thor Class C motorhome from Poulsbo RV of Mount Vernon WA. A 31 footer with a F
ord E450 chassis. Just over 14,000 miles on it.
I learned once again that the real story about a company occurs after the sale. They’ve taken your money, They’ve said all the right words about their focus on customer service and satisfaction. That’s when things can go off the rails. And that’s where my story begins.
David, the sales person I worked with (and soon to be sales manager), explained the family owned company’s values. The key ones in my opinion are listed here (in my words). These were also emphasized by Brian, the service manager..
*Customer service and satisfaction
*Fair pricing and service (no gouging)
*Open and honest orientation and communication
*A team approach to resolving problems that occur. {And yes the RV owner is a part of the team!.)
*When there is an issue/problem, work the problem until it’s resolved (dialing it in was a motto I heard).
What I experienced
Everyone was helpful and friendly. No pressure to make a decision. My questions were welcomed and answered.
It’s critical,to understand the implications of the coach design on performance and meeting expectations. . Will it work the way you think it should? Are there aspects of the design and potential performance that won’t meet your expectations? I had 20+ years with 5th wheel trailers. So I figured that experience and common sense would serve me well.
On the first trip, I learned the hard way I hadn’t done all of my homework prior to the purchase. Two major problems. The Thor coach was severely battery underpowered. We do a lot of off the grid camping and two standard wet cell batteries wouldn’t get us through the night without the generator. Why? The frig is like one you put in your home. 110 volt only. And it’s a power hog. So I figured I had two options. Add solar. Or find the nearest cliff
The second big issue was the slide. It’s a full wall. My experience with my fifth wheel was mostly positive with big slides. So I assumed. But then reality struck again. At the first campsite, It wouldn’t extend. Just one end moved a few inches. I was 25 or so miles to cell service. So I ended taking multiple trips to call service in Mount Vernon. Helpful, but not able to solve my problems. So it was living in a cramped room without access to some critical things in blocked storage areas for two weeks. And sleeping on the sofa so I could hear the alarm saying the batteries were dying. The generator got a workout several times a day. Any day trips away from the motorhome and the need to run the generator were out of the question. So I learned a lot on that first trip.
At the end of the trip I drove straight back to Mount Vernon. Not a happy camper. As I drove I was working the problem. And wondering what help I would get.
I was indeed impressed and relieved.
Over the next weeks,and months there were a series of fixes and failures as the service manager and crew dialed in the solutions to the problems. Slide issues, power issues, and miscellaneous other items. And they were sometimes interrelated.
Early on I put together a proposal to completely change the power system in the coach. The chassis is fine as is. The service manager and team improved on my ideas and made it happen for less than I expected. Ended up with a solar system, a humongous high tech battery, and a new integrated charger/controller.
Please note that I had no reservations at this point about having this big job done at Poulsbo RV in Mount Vernon. Things were working out.
The saga still is a work in progress. New issues are revealed. But that’s the nature of RVs. Hair pulling at times.
The seals continue to be a problem. Sometimes a mistake was made, but issues are mostly due to the coach slide design and always having ample battery supply.
At this point, I have no hesitation saying that all future maintenance and modifications will be continue to be done there.
My overall experience and assessment about whether their actions conform to their stated values and goals (in my words as I understand them) follows.
*YES. Customer service focus .
*YES. Open and honest communication
*YES. Fair pricing and service.
*YES. Working out problems experienced in a mutually satisfactory way. There was no time when I experienced pressure or gouging. Some work had to be revised or redone, but that the nature of such businesses.
I like working with Josh, he seems knowledgeable about what I was looking for a new travel trailer,
Mr Derek was very helpful in getting me financed, he took what I was talking about into consideration, with a lot of respect for the customer. I'll purchase a new travel trailer or RV from these people again.. thanks for the awesome job you people do..
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