McClain's Longhorn RV — Hotel in Sanger

Over the years, I have watched customer service across all industries dwindle to the point of nonexistence. It seems like everywhere I go, employees care less and less about providing a satisfactory, let alone memorable experience. I had essentially given up on ever encountering truly exceptional customer service ever again......

.....and then I came to McClain's RV in Sanger.

There are truly no words to express how incredible the entire staff at McClain's RV is. Literally EVERY. SINGLE. EMPLOYEE. I interacted with went above and beyond my highest expectation. Everyone, from sales to service to finance and beyond, was of the utmost integrity.

MY RV purchase began with a phone call from Hunter Pruett prompted by an online inquiry I had made about a Fifth Wheel camper. Hunter spent about twenty minutes on the phone with me answering all of my preliminary questions, building rapport, and even sent me over some literature on the brand I was most interested in purchasing. He set up an appointment for me to come in and physically tour some of their units and told me he was going to set me up with one of their best salespersons. Hunter wasn't just business; he took the time to learn about me, my interests, my personal life, my family, and really did an overwhelmingly incredible job building rapport and trust with me. Although he handed the reins over to my salesperson, he remained engaged with us until the moment I left as a new Fifth Wheel owner! Thanks for everything, Hunter!

When I finally had an opportunity to make it up to the dealership, Hunter introduced me to who would become my dedicated salesperson for the remainder of my experience, Tish Harris. It's no secret RV sales are commission-based, and many would argue that commission-based salespeople in any industry can be pushy and exclusively fixated on executing a sale, but this was NOT Tish! Tish was so bubbly, positive, fun, and full of welcoming personality! Obviously, the majority of our conversation centered around the campers we were looking at, but much like Hunter, she spent a lot of time actually getting to know me as an individual instead of treating me as "just another would-be customer." She has a terrific sense of humor and was an absolute delight to work with. In addition to her amazing personality, Tish was armed with a TON of knowledge about multiple brands and units! She was able to accurately and thoroughly answer all of my questions, and her knowledge, opinions, and testimonials provided me with enough comfort and information to make an informed and confident purchase from her: a 2023 Grand Design Solitude 380FL-R. Thank you so much, Tish!

After selecting my camper, I was given a comprehensive show-out/introduction to my coach from Ashley Coffed. Being new to camper ownership, I knew absolutely NOTHING about my exorbitantly expensive new purchase. By the time Ashley was done with me, I felt like a seasoned vet! She literally touched on EVERY feature of my Fifth Wheel, both inside and out, and ensured I was comfortable with the operation of everything. Not only was she patient and knowledgable, but she was also hilarious! She made what could've been a pretty long and boring run-down into a fun, memorable, and informative experience! She also curated an entire list of recommended add-on products (topper covers, vent covers, insect screens, tank cleaning chemicals, etc.) that would benefit me and ensure my coach remained in tip-top shape for as long as possible. Thank you, Ashley! (PS - the KOA had no problems with me bringing my under 10-year-old son inside joke).

Lastly, I want to also shout out Business Manager, Shaneela Farhataziz, and Shop Foreman, Jeremy. Continuing the trend, both of these individuals were paramount contributors to my stellar experience at McClain's RV of Sanger. I would've liked to say more about them, but I ran out of characters; apparently I talk too much :-D Thank you so much for everything, guys! I am overjoyed with my purchase and I know it will provide me and my family years of joy and...

In July 2023, we engaged with McClains, Brian Herrera, via phone on a Saturday to get information on a 2022 Renegade. Mr Herrera arranged for Evan Gray to give us a iPhone tour, live. We agreed to be there the following Monday to finalize the deal.

Met with Evan Gray on Monday afternoon. Finalized paperwork and down payment with the finance mgr. Cash deal...slightly north of $200K Final payment to be made by our financial advisor after liquidating some equities.

Several individuals were involved in this transaction, with differing levels of evaluations. I'll review individually.

Brian Herrera - Never met him

Evan Gray - Salesman ★★★★ Evan took his time showing us the Renegade. He showed us the major features of the coach. He graciously took us to a remote parking lot and allowed both of us to drive, basically teaching us the basics of driving a diesel truck. While his answers were not detailed, he was able to answer most of our basic questions. (McClains-Sanger does not deal in Renegades/Super C's) Evan did a good job explaining the Coach and allowing us time in the Coach to make a final decision. He did a fantastic job teaching us to drive it.

Chase Cook - Salesman / Instructions upon Possession of the Renegade ★★★★★ Possession of the Renegade took place 2 weeks to the day after we put our down payment and started the purchase process. Chase showed us the Coach and detailed where everything was and attempted to answer our questions. Again, Chase was somewhat hampered with details because he was not familiar with Renegades. He was able to answer or get answers to our questions. He did a great job in the walk-arounds. He told us if we needed anything, just call....we would! He took care of us as he stated.

McClain's Service Center ★★★★ We drove 1/2 mile to the conveniently located KOA behind McClains for a 2 day trial...at 104 degrees outside. We had awning issues the 2nd night.and returned to McClain's Service Center. Overall a positive experience since from phone call to actually looking at it was 45 minutes top.

Finance / Insurance ★★★ Our first meeting with the F&I Mgr was a hard sell of extended warranty. We made a $10K down , balance by wire transfer. After confirmation from our financial advisor of the $200K wire transfer, we heard nothing from the finance mgr on the receipt of the payment. We called her towards the end of the next day and she stated "I got it....I'm busy...I'll need to call you back". On a +$200K confirmation? Guess I expected more conversation for a nearly quarter of a million dollar transfer!

The meeting to take possession and final payment took place on July 31st. The meeting was short, direct. She told us she would forward the tags and title when they arrived from the DMV. We headed out. We asked but never got clarity from McClains if the Coach had a recent Texas safety inspection. Further investigation by myself revealed it did have one upon arrival at McClains in June.

Tag & Document Department ★★ Fast forward 45 days later...no tags. It was now Sept 14th. 2 weeks and we have our first major 6 week trip planned and no tags. I called the F&I mgr twice and left a message to my concern. I received a return call the following day with no pertinent information. I called the Texas DMV to find that the tags were completed Aug 31st. The DMV forwarded an email allowing us to file for replacement tags if needed. We received the inspection / license sticker on Sept 25th from McClains. I removed the temporary paper license from the RV to find the original Texas license tag had been turned reverse and was on the RV.

A side note for everyone on the delivery of the Renegade. After initially parking at the KOA, because of my prior experience in a RV trailer, I inspected the black and gray controls and the end of the holding tank. The holding tank's drain cap was removed. The black and gray controls were fully open. Had I not inspected these prior to using the Renegade....this review would have taken a very...

TLDR: Comprehensively superior sales and repair experience. The. End.

Slightly longer TLDR: I live full-time in my travel trailer, drove from Vegas, traded the old trailer, and other than a FaceTime tour, bought an 2024 Alliance Delta 281BH sight unseen. I had the what I'll call "The Full McClain" experience. From my first phone call with Lathan in Sales to my final conversation with Dusten in Finance, and all the sideways in the middle, I was never just a customer. The transaction was always secondary to the relationship. They're fair, forthright, and family owned. Go see for yourself. Ask for Lathan.

Alright, The Full McClain. It'll likely include a facility tour, local restaurant recommendations, a fair amount of story swapping, and a pleasant stay at the adjoining KOA among others. They may even sell you an RV. Above all, it's an exemplary buying and if necessary, repair experience that I believe every prospective RV owner can expect to have if they're willing to take a short drive to visit the folks at McClain's Longhorn RV in Sanger, Texas. They also had the best price on that model this side of the Mississippi. Which was nice.

If nothing else, go out there, shake a few hands, kick some tires, and get you a primo cup of the high test race gas they call coffee.

Complementing the excellent customer service I received from Lathan and Dusten, Trey in Parts and Brad in Service surpassed expectations managing and executing requested work and required maintenance before and after the sale. Also, at every interaction, including the pleasant, daily greetings from the front desk staff to the "safe travels" salutation from the KOA Campground Hosts, I was treated like family. That's the family you're happy to see, not the Griswold Family Christmas.

Of note, Justin installed the new Blue Ox WD hitch and ensured my rig was bang on level. Most importantly, he walked me through coupling and decoupling to keep me on the road and outta the ditch. No "safety third" mentality here. Much appreciated!

And then the honeymoon abruptly ended. The day I planned to depart, the heat went out. Troubleshooting and repair of the heating and cooling systems was required. An unavoidable parts delay over a weekend further compounded the issue and had me pretty frustrated. Shortsightedly, I was beginning to regret my decision to make the trip to Texas. Thankfully, I had the flexibility to stick around and give Brad and his techs the necessary time to troubleshoot and correct the issues. I soon learned I made the right choice.

However frustrating, my extended stay allowed me to see how McClain's solves problems, like the ones all RV owners eventually have. McClain's took care of business, took care of me, and was genuinely happy to do it. The sincerity, dedication, professionalism, humility, and expertise of every individual involved was evident throughout the whole process. That's pretty rare, especially in the RVing world. We could all be so lucky to break down near Sanger.

Admittedly, I'm a pretty high-maintenance buyer. Lathan dedicated hours on the phone and FT before I made the decided to head to Texas. Trey also spent hours to provide experience-based recommendations, price quotes, and coordinated parts installation in addition to familiarizing me with the trailer when I arrived. Brad and his techs spent hours with me troubleshooting and fixing the problems. Everyone made time to treat me how they would like to be treated. At no point did I get the sense that I wasn't the top priority.

At day's end, I got a great deal on the travel trailer I wanted, met some truly wonderful people, and had more chicken fried steak, catfish, and sweet tea than anyone probably ever should. I'd do it again tomorrow without a second thought and wouldn't change a whole lot. Well, maybe some more biscuits and gravy at Cowboy's.

In closing, it's not an empty mission statement on a showroom wall banner, Family is the foundation at...