Pontiac RV — Local services in Pontiac Township

AVOID Pontiac RV’s Service Department like the plague! I brought our 2018 Keystone Cougar (which we bought from them brand new in March of 2018) in for WARRANTY service work on February 23rd. I wrote down a list of everything that needed to be fixed on the camper, and was promised that everything would be taken care of. On March 22nd, I received a phone call that the camper was ready for pick up...everything on my list was repaired according to them. On that same day, my husband drove down ( 3 hr round trip for us) to Pontiac to pick it up. Once there, he walked inside and outside of the camper and noticed that some things weren’t fixed that were said to be fixed:

The roll metal on the drivers side was loose and flapping in the wind...this was not fixed. The fender skirt on the drivers side was coming off and needed to be replaced, but was not. A piece of wood trim inside by the fridge was chewed due to our teething puppy and was supposed to be replaced but wasn’t. My husband was dealing with Service Advisor, Kate Goad, at this time and she said “we can get the roll metal and fender fixed now for you and will send you the wood piece for the interior.” With the freezing temperatures that day, fixing the outer pieces were not an option due to the fact that the silicone that they would be using to seal it would need 24 hours to cure before making the 1 1/2 trip home in the cold. Needless to say, my husband went home without the camper and was promised that all of these issues would be resolved and the camper would be ready to go in about a week.

On March 28th, I received a call that the camper was 100% ready to go this time and that they would cover the cost for the replacement wood piece. On April 5th, I called around 4:45 pm to see if they could leave the camper outside out their gate on Saturday night, so we could pick it up on Sunday. I also asked if they could ensure that the battery was charged so the electric jack will work so we can get it onto our truck. Well, I didn’t receive a call back, so I called them again on Saturday April 6th around 10am. I spoke with the receptionist in the service department and asked if it was ok to be left out front and that the battery would be charged and explained that it needed to be otherwise we could not get it onto our truck. She ensured that it would be. I also asked for her to have Mike call me to ensure this. Mike called about 15 minutes later, I missed his call, but he left a message and said it will be outside and ready for pickup Sunday morning. I called back to speak with him, but no answer, so I spoke with Kate Goad (Service Advisor) and I asked again if everything was fixed, and she said YES. I also asked again if the battery would be charged so the jack will work, and I explained if it doesn’t work that we cannot get it onto the truck, and she PROMISED me that it will be charged and ready to go. I took her word... Sunday, April 7th we go down to pick up our camper. We get there and guess what...THE BATTERY IS DEAD AND THEREFORE THE JACK WOULDN’T WORK!! On top of that, the roll metal that was supposed to be resecured, WAS NOT! Lastly, the fender that was supposed to be replaced, WAS NOT, instead cheaply improvised with 2 washers behind the screws to hold the fender on. Also, dirt was tracked inside. Luckily, we had the manual crank for the electric jack with and were able to get it onto the truck, because we WERE NOT making a 3rd trip back down to get it! This last situation was not the only issue I’ve experienced with their service department. This past summer, the air conditioner was not working properly. Brought the camper in, they called when it was ready- said they recharged the air and it was good to go. Well, that was a lie. We were in Texas and the air conditioner started freezing up again...same issue as before.

I am extremely frustrated and upset with Pontiac RV’s Service Department. Obviously, there is a communication problem between the office and the technicians and it needs to be addressed!

I HIGHLY RECOMMEND AVOIDING THE...

I'm not having good experiences with Pontiac RV. I took my camper there in June of 2024 for repairs after I blew a tire and tore a bunch of the underside apart. They finally finished the work in January 2025 and told me I had 2 weeks to retrieve the camper, even though they took 6 months to repair it, leaving us camperless all season. I retrieved the camper but, obviously, it had to sit until the weather warmed up enough for camping. Prior to our first camping trip I opened the slide and attempted to put the stabilizer jacks down, but the front jack wasn't working. Turns out the battery wasn't charging either. I contacted Pontiac RV and they initially told me that I had picked up my camper and accepted the condition it was in at pickup. Obviously I did not have the chance to check the jacks in the middle of the parking lot with a dead battery, I took them for their word that it was fixed. Our first trip out was in May of 2025 and once we got all set up in our spot, the jacks worked, but we had no microwave, AC, and the fridge would only work on LP. We were 8 hours from the house at a Veterans Retreat so it's not like I could just drag it home. I let the fridge run the LP tank empty to keep what food we had as long as we could, though it did warm up before we could eat it all so we lost $50 in food. Once we got back I, again, contacted Pontiac RV again and they told me to bring it out, that they'd get it straight. They told me that the converter must have gone out and that caused these problems. Kate (Assistant Service Manager) was who I was working with and she is a very respectful and pleasurable human, James on the other hand, not so much. Kate said it should still be part of the original insurance claim being as it hasn't worked since the tire blow out and that she'd submit it to them. They called me to come get the camper again and Kate was gone. The folks working said they had no access to Kate's files, or whatever, and that I had to pay up front to get my camper that day. I paid $550 just so I could take it. I drove 8 hours again, back to the place that held the Veteran Retreat and got set up. Guess what?!!?!? NO FRIDGE, NO MICROWAVE, NO AIR, and NO FURNACE. By this point I have wrote Pontiac RV checks totalling $6,850 and wasted 2-16 hour round trips worth of diesel fuel - $600 more for a total of $7,450. I still don't have a camper that works.... I don't feel I can trust them to make this right. They only get 2 stars because Kate is so nice and she TRIED to make this right a...

I wish I could give 0 stars. Stay far away from this place. Purchased a BRAND NEW 2024 FR3 motorhome 9 months ago. Pontiac RV has had it in their shop for repairs for a total of 6 months out of the 9 that I’ve owned it. They have had it longer than we have. Went to pick it up today after dropping it off to them in December for a list of broken/faulty items that weren’t repaired the first time around, only to get there (almost 2 hours away) for the RV to NOT START after they pulled it out of the garage with many warning lights on. Warning lights that were NOT on when we dropped it off. The “mechanic” said “oh wow, I don’t know why that’s on.” They then stated it would need to go to a Ford dealership to see what the problem was since Pontiac RV does not fix issues with the engine, even though that is one of the reasons we took it in for repairs in the first place. The RV failed to start, Automatic leveler wouldn’t level, Numerous cabinet drawers fell off while driving down the road, along with the entire floor raising and hot to the touch while going down the road. All of which Pontiac had a generic answer and reason as to why. A new RV shouldn’t have any mechanical issues let alone cabinets and trim falling off. We have been more than patient with this place. Today they placed blame on Forest River for cheaply making RV’s. At this point it doesn’t matter if Pontiac or Forest River is to blame, we would just love to use the RV we paid for instead of getting generic answers. I know they will respond to this with another generic response but, I have FACTS, RECEIPTS and every ounce of correspondence...