Transwest Truck Trailer RV of Frederick — Local services in Frederick

Worst service ever. Did not finish on time and never called me to let me know it would be late so I wasted a trip to pick my rig up at the scheduled time - all they said was sorry someone should have called you to let you know we had not started yet, can you come back next week? Then charged me for work they did not do ( after several long waste of time discussions the tech came up and admitted they had not done the work but thought they had - at least they removed the charges for this). Also very sloppy they wrote the invoice up incorrectly - things like said they repaired a fan (and charged me) when all they did was replace a fuse (fan was working fine and under warranty) - again had to get the tech to come back and up and he told the service manager that he had only changed a fuse and not touched the fan so they adjusted the bill for the time and cost of changing the fuse. Charged me to tell me they could not fix my awning - all they did was extend and retract it while I was standing there and confirmed there was a problem like I had listed and that they could not fix it, and then charged me an hour of labor for that. I argued that I told them what the issue was when I dropped it off why did it take an hour of labor to confirm I was right and not just tell me they could not fix the problem I told them about in the first place - wish I had read these reviews before stopping by TransWest. At this point I would have given them 2 or 3 star review at best and never gone back - but there is more.

Months later called me - I'm thinking to apologize about my poor experience with them, but no they claimed they had not billed me for everything and I needed to pay an extra three hundred dollars not on my invoice or they would turn it over to collections. Woman just wanted me to say I would not pay the extra costs without telling me what they were for - I thought it was a scam call at first since what business would do this. So I insisted on calling her back at the TW main number - guess what she really worked there. I kept asking what the extra costs were for, she would respond "So you are refusing to pay right?" vs. telling me what the costs were for. I'm sure she had to get me to say I refused to pay before they could turn it over to collections because that is all she was trying to accomplish. She finally said that she was going to assume that I would refuse to pay - since she could not get me to say it - and hung up.

If they were legitimate charges that they honestly had missed and told me what they were for I would not be happy but would pay them, but the only item she could come up with was working on my fan that they replaced the fuse on - she said there were others too but could not tell me what exactly they were but she was sure they were accurate. Are you kidding me, worst customer service of any business I have ever worked with. Could you imagine going to have your car worked on at a dealer and then months latter getting a call telling you that they did not bill you for everything and now wanted you to pay them and then threatening you?

Use them at your own risk, and hope they complete the work as promised or call you, invoice you correctly, record the work done correctly, don't bill you an hour min. for confirming they can't fix your problem and then that they do not bill you months later for mystery work that they will not describe just want you to blindly...

I typically do not go online to write bad reviews - I actually prefer to write great ones when I find businesses I love! With that said, I feel compelled to write this as I should have read the prior reviews on Transwest RV service and I want to prevent others from going through the same frustrating service process at Transwest. Easiest to describe how it went:

We bought our 2013 Itasca Sunova 35G from Transwest in January of 2015 (10,000 miles and 1 year old). I have to say the buying process was good last year - although once you pay, you never hear again from them so guessing they don't really care if you come back again. Today most dealers send a thank you or follow up but no big deal to us - they were still great during the buying process.

So, my complaint is with service not the sales area. Our 3rd road trip in our new Itasca coach, we opened the slide and the floor under the kitchen was totally ripped. Took it to Transwest this month and was told 1/2 hour labor to look at it. No problem, makes sense. Get a call from the service to say the patch in the floor would be 21 hours of labor and $4,300 ($400 in parts). To be honest, we thought they were referring to replacing the whole floor but that was simply a patch! I asked the service person what caused the slide to tear the floor in the first place and she said "I don't know, we didn't look at that - that is another diagnostic fee (she had some name for this fee) if you would like us to look at that". My comment "so if we pay $4,300 to fix the torn floor, I could go out next month in my Itasca, open the slide and it could rip again?" Service person answers "well yes that could happen but you need to pay another fee for us to find out why it happened". I simply said no thanks, I thought when we drove 60 miles to bring it in the first time, they would diagnose why it ripped and how to fix it.

And it gets better so read on. Leveler lights are blinking with service error. When we bought it from Transwest, this happened the first time we took the coach out. There was no hydraulic fluid in the levelers so our local RV service company in Parker filled it up and reset the controls. I told the service person that this was happening again and asked if they could they fill the fluid when they winterized the coach. She proceeded to tell me that would be another $75 to diagnose the problem. I told her we knew the problem - they sold it to us with this problem and we fixed it, it just needs fluid! She continued with telling me every item that needs repair requires a half hour diagnostic fee. I asked her, so if I have 10 items I want you to look at while in for winterization, there is $750 ($75/each item) in charges to "look" before they fix anything and she answered yes, that is their policy. We obviously told them to only winterize ($225 reasonable charge) and paid the $75 for them to tell us it would be $4,300 to "patch" the floor but no suggestion as to why it happened and will never go back.

On a brighter note, I do want to say that we had the Truck Service side do our oil change since we drove so far to get there. They could not be nicer and answered many of our questions without charging a set fee to answer a question or give a quote. I recommend the truck side of Transwest for sure but highly recommend a different RV...

** I am not one to write reviews negatively until the company has had a chance to make right

In February and March of of 2017 I began looking for Kodiak 4500 for my hay delivery business. Transwest of Frederick had one I was interested in and that is where I met AC the sales rep. I feel AC was great to work with unfortunately that truck did sell but a nicer one was about to be released to the sales floor, I stopped and looked at the truck before it was ready for sale, it had a check engine light on but AC assured me that it would get a full go through before I purchased it. When the truck was ready for sale I went and test drove it and inquired about the light he informed me it was low coolant and pressure tested the system it was now good to go and I had a 90 day warranty on the coolant system. One month into buying the truck it started to lose coolant again, they came and got the truck said it was a loose line at the pump and all good. I get the truck back and my very next trip cylinder #2 melts down and I am quoted $17000 for a new engine by transwest. I inquire if the coolant system had anything to do with this and commercial service manager Johnny at Transwest GMC in Henderson quote said the duramax engine was designed to run with no coolant there is no way that was the cause. So I guess the coolant system was just a space filler as its not needed. Mark McIntyre is the sales manager at Frederick and I ask him if he would back his truck in any way and he offered to buy it back at $35000, I paid $52000 so he offered to buy it back have his company put the engine in and sell it again???? It took several months to save enough to put a new engine in I obviously did not use Transwest. As the truck was down I needed a replacement and bought another truck so I have now called Mark again and asked if he would still stand behind the deal and buy the truck back with the new engine. He explains he will help me and you know do good to me by offering me high 30's to maybe low 40's for this truck as he has to buy it at price he can make money. So I paid him $52k and put the new engine in the truck has 4200 more miles on it since I bought it and is 7 months older with a new warrantied engine and is worth $10k less??? I will never deal with Transwest in Frederick. The crazy thing is I offered him to by the truck back at $48k I but apparently $4000 profit twice (because he will probably sell the truck at $52k again)...