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To whom it my concern in Management or Ownership....
My wife and I are full-time Rvers, as we travel around the country for my job, entertaining at Fairs and festivals with my unique, 1 of a kind in the world Advertising Specialty. I speed-draw caricatures on Souvenir Poster Formats with Integral Sponsor Advertising...the concept being "How would you like to put your business name on the living room wall, for a lifetime, in a thousand households, while creating an 'obligation' to do business with you?" Very effective customer connections, and I am quite selective about my sponsors....If you are interested, check me out at www.Altheartist.com
That brief sales pitch is not the reason for this contact however.
Last summer, during our summer bookings season, as we travel on 17/86 past your dealership often, we stopped to look at your selection of toyhauler 5th wheels. We trade up every 3, or 4 years at the most, and we like to custom order to our specifications. Wilkins RV is in a convenient location for us. Although our last 3 units were purchased in Arizona where we winter, ultimately due to economic reasons (registration and insurance) we register our vehicles in NY.
During our recent cross-country travel, a short in the 5th wheel caused brake system failure. After stopping at a couple of other RV Dealers along the way, who were only willing to offer advice, and an unwillingness to tackle a "tricky" electrical problem, I remembered that we would pass right by your facility enroute to the Rochester area. About 3 hrs away, I called ahead that we would be coming in.
Upon arrival, I was greeted at the Service Counter by a very personable Service Advisor (I think her name was Vicki- I am sure your computer can verify her name), who immediately and efficiently took all the needed information, and told me I was already in the computer (apparently from our sales visit last summer). She assured me that she would get a technician right on it. Which she did ! The unit was pulled around and the mechanic, Doug, (again, I think that was his name), went right to work, methodically testing each element. I like to stay with my vehicles when being serviced, and Doug was also friendly and personable. He worked effectively and efficiently, briefly explaining each operation and finding as he proceeded, without stopping to chit-chat nor interruption by any other project. Upon her return from lunch, and apparently still on her lunchbreak, Vicki, sandwich in hand, stopped by to check on Doug's progress. I felt as though my repair was the most important task at the time to both of them. I was impressed by the efficiency of your technician and further concern of service advisor. Doug found the problem, determined the solution, and made the repair. He briefly explained the "what" and the "why" to me, and pulled the vehicle around front while I went to the service counter to pay. I was pleased that the bill was fair and reasonable. 2 hours from our arrival, we were back on the road.
I think it is important to acknowledge above average service. Wilkins RV is a nice facility and in a good convenient location, but the treatment and efficiency of service we received was EXCEPTIONAL ! As we drove off the lot, my wife and I both agreed that Wilkins RV was where we want to buy our next RV ! And as any RVer will tell "Service is the most important element of any purchase". We were pleased and impressed. I wouldn't normally bother to write to a business regarding a "paid for" service, but when an experience is as Positive as this one was, I feel it is important that decision makers in a company know that their employees did an outstanding job, worthy of comment.
Thank you.
Sincerely,
Al O'Brien (and his 2006 Sportsman Sportster)
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I want to publicly commend the folks at Wilkins Recreational Vehicles, Inc. located at 7520 State Route 415
Bath, NY 14810
This sparkling, new facility is located one mile from I86 Exit 37, near Bath, NY.
While traveling east on I 86 (an incredibly poor excuse for an interstate route) on Wednesday, July 25, 2007, our diesel motor home lost all coach a/c and the microwave. The generator continued to run but was not supplying operating current to anything in the coach. We were very upset and found a sign for Wilkins. I parked the coach, went to service and explained my situation and asked if there was any chance I could have the problem diagnosed and repaired.
The person on the counter, called two techs to follow me to the coach. Within in five minutes the problem was found and corrected. The highway was so rough the main circuit breaker, 50 amp, had jiggled loose. Mike found the problem and fixed it.
Elated, I went in to the service department, expressed my appreciation and asked for a bill. I was told there was no charge, but I was welcome to tell everyone how nice the folks at Wilkins are. So, let me say they are very nice and extremely modest!
Hats off to a very nice facility. I couldn’t wait to send a letter to FMCA hoping it would be published in the “GOOD GUYS” column!
Tim Backus Membership # 140432.
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I just wanted to drop you a short note to thank you for being so responsive to our warranty concerns on our pre-owned 1995 Newmar Mt. Aire, which we purchased from you in January 2007. Everything I read about Wilkins on the internet was true regarding your excellent customer service. You willing paid the replacement cost for 4 tires and a TV-- even after our 30 day warranty had expired. It was certainly not a mistake to drive 4 hours from our home in Nescopeck, PA to purchase our Newmar from your company. In today's world of poor customer service and endless telephone calls and letter to resolve complaints, you guys shine. I would recommend you to anyone interested in purchasing a used coach. It would have been easy to take advantage of us since we are new to the Class A world, live in another state, and are busy working folks...but you didn't. Thanks so much for making this easy on our time and pocket.
Mary Brown, Nescopeck, PA
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We were thrilled with the service and your staff at Wilkins. Rick Mess made the whole experience very EASY and even fun!!!. He is such a warm and friendly person you just have to instantly trust him. I usually "dread" having to negotiate deals that involve a "trade in" but Wilkins seemed very fair and honest when negotiating with us. The staff that cleaned the trailer did an incredible job as did the person that showed us how everything works. I have been recommending you to our "camping friends "and will continue to do so in the future. Everyone made us feel so comfortable, even to the point of inviting our dog inside to play!!Pugsy had as much fun as we did exploring all of the campers!! Thanks again for the outstanding service!! The Odien Gang and Pugsy Porkchop
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Thank you Wilkins RV staff,
My generator was running but not producing electricity. I was told that parts would have to be ordered and I was given a quote for repairs. When the parts came in, they discovered that it needed additional parts that they failed to notice upon inspection. I was informed that they would bear the cost of the other parts because they should have noticed it upon their first inspection. I feel that a company that will stand by their mistakes and not rip off the customer is a rarity these days. Their staff was courteous at all times and the work was done quickly and to my satisfaction. I will continue to go to Wilkins RV for any service I need and I highly recommend them to anyone who needs service done to their unit.
Gary and Deb Breesport, NY
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I would like to send my heartfelt thanks to everyone at Wilkins Rv. Especially Cheryl who helped watch our daughter Alisha. I would like to say "HI!!" and a very special thank you to Roy in the maintenance department he worked super hard to get our fold down camper ready and doing the great job on our truck. I would also like to say thanks to Roy for noticing that antifreeze smell inside our truck, come to find out the thermostat and gasket was gone on the truck. If it wasn't for him noticing that when he and I went for the test drive we wouldn't have none about the problem. Thank you Roy for having alot of patience with us when you was explaining about our camper, it meant alot to us about how you explained everything step by step. Thank you for loaning us that vehicle so we could go to Bath and get something to eat, get some money out of the bank and do some shopping at K-Mart. Thank you from the bottom of our hearts, Scott, Danielle,
Alisha O'Dell of Nelson, PA.
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Just a few words to say once again that your service has been wonderful; Danna continues to check on us. If I have a concern every one is willing to help....Thanks All Thanks Brian Wilkins for the fabulous deal and Thanks Danna your great!
God Bless Ruthie and Carmine Iorio
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Wanted to drop you and email to complement you on the fine service you provided. The magnitude of the service needed for my unit was a daunting task but you managed to pull it off and the unit looks like new.
Thanks again.
George Waltz
Ulster, PA
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To All the Great Staff At Wilkins RV. We have just purchased our third camper from Wilkins and again,myself and my husband wish to express our gratitude to all involved with a very special THANK YOU to: our salesman Rick Mess, cannot say enough about how at home he made us both feel and the way he kept on top of everything concerning the purchase of our new Park Model camper. thank You Rick you are a great saleman and a special friend as well.
Thank you to all the service people and those involved in our walk through you did and have always done a terrffic job every time your services have been required. As in the past we are and continue to be very empressed with everyone at Wilkins RV and will do our best to direct anyone that we come in contact with, that may be looking to purchase an RV of any type to make Wilkins RV their first stop.
Marlene and W. Ron Frantz
Bradford, Pa
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My husband and I would like to take this opportunity to thank everyone for making the purchase of our first camper a wonderful experience. Our sales person, Cheryl, was very friendly and helpful, answering our questions with precision and honesty. We were pleased that an overbearing sales rep did not pressure us. After explaining our needs and desires for our first camper Cheryl was most helpful in finding just the right unit to suit our needs. We were allowed time to compare and look around to gather information.
After our purchase, we had the 5th wheel installed and the mechanic then explained everything to us, showing us how everything worked and he was very thorough. We then had our walk through with our technician, Steve, who was very helpful and informative.
As first time buyers, the entire staff made our experience less stressful and we left feeling confident in our purchase. Thank you Wilkins RV for your professional staff. It’s been a pleasure doing business!!
George & Kathy Bocklage
Wayland, NY
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Recently we noticed a problem with the exterior of our Mountain Aire. We contacted our sales person, Helene Cragg, and she immediately put us in touch with the Service Dept., initially talking with Lisa who took our information and set up a service date at your location. Upon arrival, Rich processed us in a matter of minutes, and shortly thereafter we were on our way home.
We would like to take this opportunity to thank everyone who was responsible for our professional care and that of our unit.
We will certainly be repeat customers of your facility, and have in fact asked Helene to keep us in mind if she sees a new unit that we may be interested in.
Bob & Judy Neipert
Tobyhanna, PA