New Sheriff in Town

[DT6]

I wanted to provide a very positive post regarding my recent experience with the new management at Escape Trailer Industries.

The prior team led by Karl, at least to me was not very customer friendly. Sure, Karl tried to come of as a guy you would like to have a beer or a shot of whiskey with, but when it came down to real customer issues like quality control and customer service, especially warranty service, he and his team (Dave, and Dustin) were, in our experience, awful. I've described that experience on the Forum here (Viewing Before Delivery Worth the Hassle? https://www.escapeforum.org/forums/f43/viewing-before-delivery-worth-the-hassle-23025-2.html. posted on 8/27).

We still have some warranty issues to deal with so I contacted Escape earlier this month about this to get it on record prior to warranty expiration. I expected to get the run-around or being asked again if I could fix it if they sent the part, but this time it was like I had transitioned from a Tim Burton movie to a Hallmark holiday movie.

The new management took my call that I made to follow up with our recent email exchanges on the topics (Karl, Dave, and Dustin are all GONE!). They, especially Jasmine in accounting, were VERY positive. We have an electrical issue that needs to be investigated, door hinges that need to be installed properly, a bath vent that leaks, and a Dometic thermostat that has intermittent functionality issues.

Jasmine actually took it upon herself to contact our local Camping World (who does good work) and worked it out so Escape would pay Camping World directly!!! WOW! Jasmine also arranged to mail the known repair parts (thermostat, bath fan, hinges) to Camping World in advance for the repair. I was absolutely floored by this change in policy, which is definitely a big plus for new buyers. I don't know if they are altering the pickup process, but their new policy regarding warranty work is very welcome. They are also trying to setup a warranty service agreement with a US based RV repair company. This is also a good thing in my opinion as they can approve repairs ahead of time and avoid outrageous repair charges, like 8 hours to replace the Dometic stoves that were recalled. I think it will save Escape money in the long run, and make it easier for owners to get needed warranty repairs.

Because of this, I also agreed to work with their new electrical expert to see if we could (working together) solve the electrical problems (I posted this separately a month or so ago). She even setup a two-hour phone call appointment for late next week. I informed her I had just undergone knee replacement surgery 3 weeks ago, but would do the best I could. She was very appreciative, and I have to say that Escapes attitude toward this issue is very different. When I would inquire about issues to the old team, I would get the runaround from Dave and nobody every offered to setup an appointment to help troubleshoot an issue.

I did not inquire if they plan to reinstate on-site warranty repairs or allow you to bring your trailer back to have options installed that you maybe changed your mind about later (Reece used to do this, but Karl abruptly cancelled this), Note that not all options can be retroactively installed.

For the most part, I'm posting this for current owners who are still in warranty and for prospective owners to inform them that this is a good change in ownership/management, and they can in my opinion, have a lot of confidence that any legitimate issues they have will be properly cared for.

 

[mr.stang]

If you search my posts, you will see my experience, I had a dislocated axle. This was probably Dustins last project but I held my guns and my problem was brought to resolution to my satisfaction. Decisions are being made, probably by Samuel, my guess. Personally I am fine with the customer service from ETI, but one has to be proactive.

 

[jjdeluca]

I'm glad to hear that things are running smoothly and ETI is being responsive to their customers. I just placed a deposit on a 5.0TA yesterday and, in speaking with ETI, asked if they'd hired Karl's replacement yet. She said no, but that someone from KV is running things on an interim basis.
So, it looks like it may still be awhile before we see the "New Sheriff" but sounds like the "Interim Sheriff" is keeping on top of things!

 

[Mike G]

Good news about ETI, but having you go to Camping World for repairs? Yikes. IMO, 'friends don't let friends go to CW.' :nonono: I've read so many horror stories about RVs stuck in there for months on end, RVs not repaired properly when owners got them back, etc.

 

[MarkinVan]

It's a different service at Camping World if Escape Trail is making Camping World their Authorized Service Centre for you.

Escape Chilliwack was the Authorized Service Centre when Reese was running it.

Escape's exceptional customer service grew out from his Boler refurbishment days, it was his best marketing campaign and made ownership bullet proof.

 

[BritCanuck]

Definitely seems Escape has upped their customer service game. There was a post on the FB group recently from a new 21 owner who had major window leak issues, turns out the holes had been cut to wrong size. Escape paid to have the trailer shipped back to them from Oklahoma to be fixed, and they did a fantastic job by all accounts.

This is all good to hear. We’re picking our new 5.0 in less than 2 weeks.

 

[Grasshog]

I concer

 

[jack sparrow]

I can vouch for the Oklahoma folks as their 21 came back to them on the same truck and day that I received my New 21 Ne on 9-11-2023. They had told my wife and I of their problem, we had a small chat and then we were off on our first Escape trip. They were heading to Oklahoma City and we were headed to the New Orleans area....550 miles away.


It's great having my new 21ne and have been modding it ever since. Adding lots of security to it.


Happy trails to ya....

 

[DT6]

Good news about ETI, but having you go to Camping World for repairs? Yikes. IMO, 'friends don't let friends go to CW.' :nonono: I've read so many horror stories about RVs stuck in there for months on end, RVs not repaired properly when owners got them back, etc.

Respectfully, friends encourage friends to go to the best repair facility nearby. In our case that is our local Camping World. I tried a local RV shop that seemed to have good reviews, so I took our 19 there (this was before we bought a 21C) and they told me I needed $1,200 worth of brake work on a trailer with less than 10,000 miles on it. I took it to my local Camping World which is about 20 minutes further away, and they said the brakes just needed adjusting. $250 and I was out the door and I didn't have to mess with it. They have also done several warranty repairs on our 21C and they have all been well done and I have had nothing but a professional attitude from their entire staff.

I can't speak to other Camping World repair facilities. I have purchased parts and accessories at various locations in Washington and California, and with the exception of one undersized location in Nevada I have had a good experience. If the Camping World in your area is bad, then definitely tell people to avoid it, but a blanket statement implying all of their locations are bad is not the best approach I think.

I can't speak to what RV dealerships Escape is looking to in the US to establish a warranty repair service with, maybe it will be Camping World or another brand, or maybe they will do something regional. All I know is I tired of the old way Karl and his team were doing it. Often telling me they would authorize 30 minutes, when no repair facility within a 2 hour drive of us will do anything less than an hour, and I was stuck in the middle. And every time, when Dustin started with 30 minutes, he always approved the estimated labor hours to get the job done, so why try to low-ball me and the repair facility in the first place?

With a repair facility agreeing to receive payment from Escape directly, all the owner has to do is report to Escape the job was not done properly and have Escape step in to get them to do it right. I'm glad to be out of the middle of it. I already mentioned that on one repair our local Camping World told me an hour minimum, but only charged 30 minutes when it was done. Another repair (a rattle in the MaxFan) they didn't charge me at all.

 

[Rockhead]

I agree with what you have said about Karl and Dustin totally didn’t care about the customer after sale. I have to disagree when it comes to Dave. Even under Karl’s rule he was my go to guy. He has wealth of information and made things happen after we got our escape in 2018 but that was Reace n Tammy days. Service after Karl took over went to the toilet so to speak. I put all the blame on Karl as it went to pot under his rule. Now he’s gone it’s returned to proper customer service. It seems the service dept was directed not to worry about the customer after the sale by Karl. But that’s my opinion. Everyone has their own. So glad you are being taken care of. Happy days are here again !!!

 

[Donna D.]

Camping World is like anyplace. It's ALL about the locations management style. I have a CW about 5 miles east of me and I'd trust them to do any work I may need done. They've been very helpful when I walked in with a problem. A different local RV repair place I've patronized. :nonono: I won't let them touch my trailer with a ten foot pole!

 

[kavm]

This is very good news indeed. Our experience with Dustin and Karl was not positive. We bought partly based upon a superb reputation that was earned under Reece but did not match our experience. So, never felt the Karl love that some here shared.

We are out of warranty and the change of management will not directly affect us but I am really pleased that the new team is responsive to customer care issues. That’s how it should be.

 

[fgunderson]

I purchased a 17B in 2015-choosing the gaucho bunk ready option at the time. I was ready to have this option installed and was told by Reace that they would do it. While i was making plans to travel to the Escape factory to have it done, the business sold and the covid restrictions on travel to Canada prevented travel there. Once the restrictions were lifted I contacted the current Escape owners about installing the gaucho bunk and was told the had no idea that there had been a gaucho bunk ready option to be installed at a later time offered. ( I also purchased the solar ready option at original purchase) They informed me that they would not do it and would not sell me the kit to install myself as they were a customized item. I would still like to have this item and will try to contact them about it in the future in light of this thread showing a glimmer of hope that they may indeed be leaning towards aftermarket service once again. FGunderson

 

[Mike G]

I purchased a 17B in 2015-choosing the gaucho bunk ready option at the time. I was ready to have this option installed and was told by Reace that they would do it. While i was making plans to travel to the Escape factory to have it done, the business sold and the covid restrictions on travel to Canada prevented travel there. Once the restrictions were lifted I contacted the current Escape owners about installing the gaucho bunk and was told the had no idea that there had been a gaucho bunk ready option to be installed at a later time offered. ( I also purchased the solar ready option at original purchase) They informed me that they would not do it and would not sell me the kit to install myself as they were a customized item. I would still like to have this item and will try to contact them about it in the future in light of this thread showing a glimmer of hope that they may indeed be leaning towards aftermarket service once again. FGunderson

I hope that works out for you. From the sound of things, we all have good reason for optimism!

Of course, it's such a short jaunt for you. Chilliwack is right around the corner from Wrangell, eh! ;D Great excuse to enjoy a nice long camping trip along some scenic highways.

 

[sherminator]

Donna & DT6, is your local Camping World the one in Wilsonville?

 

[h2owmn]

My friend Mary lives in Wrangell! (it's a very small town, so surprised to hear it mentioned here!) I had a very enjoyable visit there watching the 4th of July parade a while back.

 

[DT6]

Donna & DT6, is your local Camping World the one in Wilsonville?

Yes, that is the one I use. Right off I-5 and down the street from a few car dealerships.

 

[sherminator]

Yes, that is the one I use. Right off I-5 and down the street from a few car dealerships.

Thanks. I work about 100 yards from the Toyota dealership down the street. I've patronized the store a couple of time, but I've never considered them for service work because of their general reputation. Should I ever need service, it's nice to know that I can feel good about dealing with them.

 

[Buzz505]

When was the last time I paid 45K for something that had no warranty, no after sales support? I can not think of anything except this rv.

 

[BrooksWade]

It sounds as though things have changed regarding warranty work. I may start recommending ETI again. Especially if they start installing quality furnaces.