25 Nov, 2020 → by ClaimboUser718394
Poor Service Maintenance Department

I purchased Brand new Keystone Montana 3931FB 5th Wheel from CW of Jacksonville back on 09/03/2020. As all new units you find items, in my case 14 items, that need to be addressed during the walk around. Typically, from my experience they are addressed and taken care of during the first 30 days. Of the 14 items on the first service ticket only 4 have been addressed to date as of 11/25/2020. After bringing the unit home to get it ready for the campers maiden voyage on 10/16/2000 additional items were discovered, and a 2nd service ticket was created. None of the issues prevented going on the camping trip. Upon return from our maiden voyage with our new camper we discovered some major issues, which generated 3rd Service ticket, and dropping unit once again at CW on 10/27/2020. All these items are under warranty work, which makes the process that much more time-consuming process. Here is the real issues with CW of Jacksonville. No one will return your calls and when you can speck to your service advisor they don't appear to have any real concrete information and will need to call you back. Which they never do. The dealership is about an hour drive from my home, but I decided to make the drive on weekend to speak with the Service Manage concerning the lack of communication, and work (lack of) being performed on my unit. I was able to speak with the Service Manage, OMG! Nice guy who has been in the position of Service Manager all of 6 months. Anyway he took the time and went through each service ticket (3 by now), and their individual service issue. He said he would get with all parties involved and call me on Monday after speaking with the service team. Well No CALL! "So once" again, I called I started burning the phone call to CW. Come to find to the reason for the no call from the Service Manage I spoke was told shortly after our meeting he was no longer the Service Manager, and was being moved to Parts department. So new Service Manage is never at his desk, and doesn't return messages either. General Manager is always in meeting, and I haven't been able to leave any messages with him yet. I am current waiting on call back once again from Service Advisor. My advice is not to buy from CW and avoid this nightmare. The price for the unit was great but not with this level of pain. User's recommendation: Do not buy from CW.
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