In this video Camping World CEO Marcus Lemonis talks with a Camping World technician about why repairing a customer’s RV can sometimes be frustratingly slow. Providing service on an RV isn’t like working on a car, they say, because there’s a “house” to maintain as well as a chassis and engine on motorized units.
In the video, Lemonis and the never-identified technician look at the service issues with RVs to shed some light on how it works and why the process is not as easy or fast as with an automobile.
The video, which was originally embedded here has been blocked, hummm. . . wonder what company might have done that? But you can still watch it on YouTube, although that, too, may disappear at any time. Click here.
Not buying Lamonis’s RV 101 fireside chat. In my experience in the RV world the last 10-12 years is the inability of RV mechanics to quickly or adequately diagnose problems. They are not trained properly and want to work only “time and money”, which is unprofessional. Don’t get me wrong, there are a FEW trained and knowledgeable mechanics out there, but they leave in a hearbeat to go work at a place that pays and treats them like humans.
The second item he discussed is parts. My experience with several past repairs is that parts are available (and I’ve done calls to find out), but the dealer or repair shop only wants to get from a certain place, and will wait to place orders in a week or so, when they can get a better shipping rate. I worked in the auto industry for 20+ years and understand the philosophy. This is why people get upset while their RV sits at a repair shop for 3+ weeks and the excuse is usually a fallback to PARTS.
Another gripe we all have, is that when we make an appointment, we want to make sure that is the day they START working on the rig, not next week, or later….when they get time! this is why we make appointments on YOUR SCHEDULE! Typical feedback I get from dealers is that they will do cash work first and foremost, and warranty as time allows..
Go figure. We know how RV’s are built. Train and PAY a good wage in order to keep mechanics in your shop! RVIA qualifications should be a minimum standard for the industry, and for shops to get a business license to work on rv’s, period.
OK, don’t shoot the messenger, that’s my experience and I’m sticking to it!
Respectfully ?
Ran
It appears the Mr. Lamonis’s thinks servicing RV’s is a lot difference than any other service. Well guess what it is not any different. Its all about how it is run. He talks about how many parts there are for an RV, Well that is true about everything out there. They just need to hire competent people who know how to source parts and material in a timely manner.
What ZOO did Lemonis get that Camping World Monkey From. Just another mouthpiece for Camping World. Lemonis is trying to make it seem as though he is not at fault with any of this stuff. When in fact he is!
I would not be able to talk to this guy very long, before becoming extremely angry at the Lies he continues to spew out.
People should be forewarned to NOT BUY Anything from Camping World. Do Not take your RV for Repairs to Camping World.
This video is a JOKE and should NOT be taken seriously.
I am a supporter of Mr Lemonis. But, no matter what he says it takes to long to get rvs repaired. It takes 3 months on an average to get anything fixed even if the parts are available. He should start his own repair university. This will help the time and quality factors.
The one area he did not address was the sub standard workmanship which is one of the underlining causes of frequent trips to the dealer. Something to be said of robotics, as the car industry does.
“Does it go down an automotive assembly line?” The ‘tech’ isn’t sure. He lost me there.
The tech didn’t know how a Henry Ford-type assembly line works. Didn’t pay attention in his history classes, I’d guess.
The one thing he does not mention is how the repairs are prioritized. 10 different units are brought in for repairs The first one has multiple problems that will take some time. The other 9 come in with basically minor problems. Since the ones with minor problems are quick and easy money, the first one keeps getting pushed to the rear of the repair line even before any diagnosis is done. Finally the the first one is diagnosed and parts are ordered. When the parts come in, again any one that comes in after that with minor, easy repairs are pushed to the front, quick and easy money!!
Then when time permits, the first sits and waits again to have the parts installed.
Plus, if the repair is warranty work, and the repair facility does not get it’s normal hourly rate, they are in no hurry to do the repairs, all the while your warranty period is waning.
This is especially seen at the BIG BOX RV repair places. It’s all about the money!
Mr. Lemonis is missing the point. As one of the largest dealers he needs to put pressure on the mfg. If the Mfg’s aren’t willing to commit to stocking repair parts so they’re available then simple stop selling the product line. Pressure from the dealers will change the how the RV is mfg.
Maybe that is why he was asking for customers to send in concern/complaints.
It’s not like he doesn’t have a plethora of complaints he could start analyzing immediately. This was basic cya and blowing smoke to cover CWs completely deteriorated reputation. All he has to do is read the horror stories on any RV Facebook page. He doesn’t care enough to straighten up their act. I’m not even referring to their financing antics.
He talks about industry wide problems as if Camping World is equivalent to the rest of the RV service industry. My problem with Camping World is that in our area (SW Idaho) we have quite a few RV dealers/service centers but Camping World has far and away the worst reputation in the area for service, both in down time for repairs and for quality of work. Marcus would be more credible if he addressed this problem.
Could that be the idea/motivation behind the video.
I left my coach at Camping World to have three basement doors replaced and painted. Dropped off in May. It wasn’t ready until October. And that was only with daily- and weekly calls to the dealership.
Lemonis has his head in the wrong place if he’s trying to displace the problem onto the parts suppliers.
Sounds like it took that long to get doors from the manufacturer. The manufacturer and the parts supplier are one and the same.
“One of the best industries in America built by amazing people in Indiana”
Slapped together stuff with no QC, built by drug addicts in Elkhart.
OK.. maybe not all are drug addicts, but if you pay attention, there’s no drug testing, people are high at work, drilling screws into their hands etc…
Okay, sure best industry in America…
Wow….
Looked like smoke and mirrors to me. People complain about units sitting on lots for a month before they even check them out. I’m betting that they don’t have to order a cabinet for a unit very often. Bad example. especially because no matter the brand or model the refrigerators, AC units etc… are the same. Very little is actually unique to any brand or model. Nice try Marcus!
Yes I can see how parts can be hard to obtain and find especially for RV’s that are several years old.
Most parts can be located within 24 hours, cables, motors, gearboxes, pumps, fixtures etc.
I would not leave my RV at any dealer until they called me and said the parts are in and I would not schedule to bring my RV in until the day before they are scheduled to work on it.
I understand if you had a fire or a major water leak that damaged cabinets and furniture, that could take a long time to find or manufacture the parts need to match exiting decor.
Dealers want to use your RV as an hostage so when they order parts they have your RV as a guarantee that you or someone will pay for the parts.
I had a dealer that order a fresh water tank for my RV and I said I had to have the work completed by a certain dates because I had already paid for RV parks months in advance. The dealer told me if they order the parts then I am on the hook for payment even if I don’t have them do the work. Dealers are not in the business to order parts and then the RVer goes somewhere else for repairs or just cancel the work while parts have been ordered. Dealer doesn’t want parts from every RV sitting around in their facility.
I have had fresh water tank replaced within 1 week, microwave replaced in 3 days, kitchen floor replaced in 3 days, motor/gear box replaced in 3 days. If you are leaving your RV at a dealer for a month than you need to find another dealer. I bought my RV from a Dealer 1200 miles away, I don’t use their service because of distance. I search for the best dealer in my local area. They are like the airline service, they are all bad you just have to choose the one that is better out of all the bad dealerships. If I got a problem I will call around with whom ever has the shortest repair service.
In the defence of the RV repair centers I know they are falling behind on space, the sales of rv’s are going faster than the repair centers can keep up same with RV parks. Everyone is hiring and have a shortage of RV certified techs. Some of the factories in Indiana are going to the high schools to recruit them as soon as they get out of high school.
I was in Elkhart Indiana in summer of 2017 and every fast food, commercial business, services were all hiring. It’s very difficult for the RV factories to find employees. Even when they do find and hire a employee he/she only works for a few weeks or month and goes across the street for a few dollars more an hour.
I guess for now RVer’s need to learn to do most of the repairs themselves when possible. Find the best rv repair center in their local area even if it means in another town nearby.
When I was 16 back in the early 60’s I worked at many rv factories in Elkhart after school in summer with small responsibilities like putting reflectors on the trailer, I wasn’t allowed to operate mechanical tools. But even back in those days I remember the sloppy work they did.
I agree that the tech,s are not properly trained. A neighbor had no heat in his mh. A ” on wheels ” service man c came to fix it. He started at the furnace. No power. Traced the wires back, until they were bundled. Opened the bundle to continue tracing the furnace wires. Finally came to the fuse panel where he found a burnt wire. As an electrician I would have started at the power source and found that immediately. His lack of knowledge ? Cost my neighbor $175. If I had known I would have walked over there and fixed it in five minutes. No charge.
Purchased my unit 6 months ago. My 3 hour drive home from the Syracuse Camping World was scary to say the least. I took it to my ford dealer. He told me the new tires they had installed had not been set properly on the rims and had literally shredded on my drive home. That is dangerous incompetence. When I had an RV doctor come and show me how to winterize my RV last fall, he checked the roof and found that there had been a wrench left up on the roof. This wrench had been there as I traveled cross the country last fall. Can you imagine if that had come flying off as I drove down the interstate?? Not to mention the access hole in my roof that had not been closed. That explained the water in my ceiling. Dangerous, untrained incompetent service.
These guys obviously have never been to a factory to see how these things are made. After the chassis and flooring/support it’s most of the wiring, plumbing, and interior components before the outside walls go on. Then all the finishing touches followed by paint or stickers.
I guess Markus has never seen an airplane before,They have a few more parts,and it does not take months to get a leak fixed,or get a part from the factory,and some of those planes have been flying for 20-40 years! not the first time out.
It all sounds good, especially that Camping World is acknowledging that they have major problems that must be affecting their bottom line. None of the above video address their customer service nor their out and out stonewalling, much less systematic lying to customers. I am going on 7 months of waiting for the awning that was in my purchase contract. I get lies and promises, and no return calls on their never ending answering machines. But, I still don’t have my awning. Wonder how that type of serrvice fits into his promises of better communication, and willingness to make things better.
What a bunch of bull crap from Lemonis. Okay, we’ll go with the ‘house on wheels’ idea. Then, a house is a house. On wheels or on a foundation. If I have a fridge issue I get a guy in to fix it. If I have a furnace issue I get a guy in to fix it. If I have a plumbing issue I get a guy in to fix it. There is no difference other than the guy comes to my stick house and fixes the problem right now or get the part to fix it in one or two days, not two months. If it’s a mechanical issue, then it IS the same as an automobile. Get that chassis, whatever the make, to that maker’s dealer and get it fixed. This is not rocket science.
Purchased my unit 6 months ago. My 3 hour drive home from the Syracuse Camping World was scary to say the least. I took it to my ford dealer. He told me the new tires they had installed had not been set properly on the rims and had literally shredded on my drive home. That is dangerous incompetence. When I had an RV doctor come and show me how to winterize my RV last fall, he checked the roof and found that there had been a wrench left up on the roof. This wrench had been there as I traveled cross the country last fall. Can you imagine if that had come flying off as I drove down the interstate?? Not to mention the access hole in my roof that had not been closed. That explained the water in my ceiling. Dangerous, untrained incompetent service. Don’t think that has much to do with getting parts.
it sounds like to me he is looking into buying an RV company.Camping World needs tech’s trained in certain areas of the RV, like elec,heating, cooling and general labor like the construction of the RV. Send them to different to the companies to train for that job. So if I have a Jayco, Dave the repairman would be the man to service my rig because you sent him to be the Jayco man.
Camping World couldn’t get their accounting done, so they delayed filing some reports. The stock got hit pretty hard. Maybe their paper supplier couldn’t get them the parts?
I think there are two things that go into solving any problem. One is marketing. If people think the problem is being solved, that’s better than solving it. You don’t need to solve problems, just hammer home the PR talking points. I guess there aren’t two things, just the marketing thing. That’s all you need.
What an amazing explanation of how RV’s are built and how they are ‘just like’ houses. Really insightful. Run some wires and pipes, cover it all up. Oh, sure, Building codes for houses are pretty serious, running thousands of pages. I think RVIA puts out a comic book style code book. You ever seen the wiring in an RV, Marcus? And all RV’s are made out of wood? Doesn’t the RV industry lobby really hard to keep serious building codes from being part of the RVIA certification. Look at the reasons behind the many RV recalls. It’s like, oh, we forgot to hook up the gas over there.
I don’t know why a major corporation would slap something like this together. Mr. Lemonis seems to believe this is profound stuff. This is really amazing, to me.
Hi, George. Love this: “Maybe their paper supplier couldn’t get them the parts?” Good one!!! 😀 —Diane at RVtravel.com
In 2015 while on a tour of the US, I needed a simple oil change, I stopped at 3 different Camping World shops and was informed they could get to me in a couple of weeks, I explained I was on the road and traveling, only got a SORRY.
They hire twice the salesman and keep the same amount of service techs and the manufacturers aren’t keeping repair stock on hand. BUT in his video you could tell he knew nothing about the industry and how they were assembled. I know of no other industry that thinks you should wait 3-6 months to get there products repaired.
No matter what you say Marcus you are not the ‘industry’ you are the salesman. You take it in broken and don’t send it back.
If you started returning defective units things would change quickly.
You, General, and Lazy Days could change the quality overnight by sending back junk!!!
Repair parts should be available for new units. They build half s million a year and you have to wait for parts to fix the ones they sent you a month ago is UNCCEPTABLE by YOU and even more so by the makers.
Stop telling us to have patience.
This has gone on too long to ask buyers, who have no leverage, to bear the bad business policies of the builders and the sellers.
Easy to say and your company doesn’t seem to back up your conversation.
Pure Dee- Ol BS! **(2 points made at the end)
I have dealt with many RV dealers in the past, mostly Winnebago. Four dealers in particular, 2 in North Carolina – Tom Johnson RV, one in the Lubbock, Texas, Billy Sim’s Trailer Town, and one in Amarillo, Tx Jack Sisemore Traveland. All great dealers — that is until Camping World bought them out, — And then it all went down the drain. These 4 dealers and I”m sure numerous others over the nation, did not have the flood of complaints or other problems (lack of parts and trained service techs included) that CW has. With with 6 motor homes and close or over 500,000 miles over the past 25 years,I have had my share of service needed — and parts have always available and I have never never sidelined for lack of parts of my coach for more than 2-3 days — never for months!
Regarding Parts unavailable for timely delivery –
– assuming parts are timely ordered: Makes me wonder if CW pays their parts bills and treats their vendors like they treat their customers!
Lack of trained service techs: This is no one’s fault but that of CW. The dealers that CW took over were all profitable and had trained service techs. If CW had treated them like valued employees, most probably they would still be with CW. Those few carry overs still with CW service department are there because of the difficulty of making a change at their advance age, and the attendant security their continued job provided.
These predecessor dealers to CW’s purchase – had great reputations and good service. CW took them over but didn’t continue the same service. The predecessor dealers were locally owned and managed, not managed like CW — by far away corporate greed oriented folks that obvious know very little about “people” , RVs and/or their RV owners/Customers.
A short story that says it all about CW’s Corporate Run Business / Management style:
In an interview for possible continued employment, ahe service manager of one of the dealers that CW bought out, was asked what was the most important thing for the Service Manager position. He replied essentially that his job was to service the customer and fill their needs promptly and keep them happy. The Interviewer said” “no, the job of the service manager is making and increasing profits”
Now Unfortunately, Winnebago and any other manufacturer whose dealer were bought out by CW are taking the hit for Camping World’s deficiencies and inabilities.
back to the B.S.:
House on wheels:
Do RV’ers bring their unit in and ask to address and fix the “whole house” – Sometimes it is primarily for for 1 or 2 main things – things that have to get fixed before they can get on the road.
Making cabinets to fill a parts order — what a crock! — that is not a normal part to be replaced that folks are complaining of and should not be needed, unless it is repair of a wrecked unit. – hardly a typical item being ordered.
The above is not based on speculation. My comments come from personal observations and experience, and from personal communication with employees and service techs of dealers who were bough out by CW, and some direct experience with CW’s service (or lack thereof) for my RV. – both techs and service writers, as well as phone conversations with off site personnel for CW.
Mark Laney
Amen to that.
All this whining about CW and their Gestapo like business tactics makes us old f****s want to give up on RV’s all together. I too got burned by a CW in Cedar Falls,Iowa a few years back and have not set foot in a CW since.Look people…just stay away from the crooks if you don’t like what they do…sooner or later they will get the drift when their bottom line is affected.
This is laughable. Marcus should run for political office. Wait. He did that already (and lost). One lesson many politicians learn is to PROMISE, PROMISE, PROMISE. CW makes a lot of promises. I know that Marcus follows this great newsletter. One can only hope that he will take some of these comments (most of them, actually) to heart. By the way, Marcus. You still have an open invitation to join me Live in the Studio on The RV Show USA. You emailed me and said you were still interested in doing the Live interview. Please let us know a date/time when you are passing through the San Antonio area and we will make it happen. In the meantime, if CW spent as much time actually fixing their problems as they do in making explanation videos, we may see an improvement (just one man’s opinion).
He has No Clue whats going on And How Bad some of his Dealers are First year we Had our Motor coach was in the shop 250 plus days All because dealer Push it out the door They knew there was problems with it But still sold it . This is a fact
Let me tell you another fact, all repairs under warranty at CW are held in the shop as long as possible to run through your one year warranty so then you have to start paying for repairs. They will blame the factory for being slow to authorize the repair but if you call the factory they will tell you that they authorized the repair within hours of the request and already sent the parts.
I have been hooked on the Profit. Have watched every episode, and for some reason Marcus misses the problems at Camping World entirely. The tech’s where I live are so incompetent that they actually told me to take my rig down to another store 50 miles away. I use a gravel lot RV mechanic to fix everything promptly at 2/3 the cost. Never have any problems that happen at Camping World. I mean a part is a part, right? It costs x amount of money right? It has to be delivered and then installed correct? So you are saying that Camping World managers and personnel are horrible. I sadly agree. Marcus you need major, major surgery, not band aids, and it starts at the top. No excuse for the current situation. Too many good talented people are out of work.
Camping world the big scam
Here’s the interesting thing about this discussion and vehemently anti-Camping World comments. They could easily apply to any business (mostly corporate) in America. Take 15 minutes and read Yelp reviews and you’ll soon find there’s not a restaurant, auto dealer, HVAC service, handyman, etc that’s worth a damn. People have evidence that every customer-service related provider they do business with is awful. Personally, I could give you oodles of evidence that Walmart, Target, Best Buy, Costco are the worst retailers in America and Ford, GM and Chrysler (or over whoever they are today) make the least dependable products. But it goes beyond that – I left the corporate world 2 decades ago to go solo as I couldn’t stand the incompetence, laziness and general worthlessness of many of my co-workers. If there was a meeting that involved 10 people I can guarantee you that no more than 2 or 3 needed to be there as they were the ONLY ones who contributed to any effort. Until we stop allowing individuals to “fail upward” (particularly affects white males like me) we’ll be met with lousy outcomes more and more. That Service Manager, technician, parts department, etc isn’t Marcus, those are guys who should be fired or demoted. I’m guessing few commenters are willing to go to work tomorrow and call out co-workers who are low-functioning, therefore expect this to continue.
True, many businesses do not do good business. CW takes doing bad business above and beyond bad business practiceS (more than one). And, when one’s life and safety are concerned that is another really big issue. People doing business in CW aren’t just doing routine shopping, that can be locally rectified. People investing into these automotive purchase are spending very large amounts of $, often a once in a lifetime purchase. That is not the norm at Walmart or Target.
Nobody is buying this video. His comment about the “a little bit of a secret” is pure bull. If I spend 250,000 on a motorhome, no matter how many floor plans may exist, there had better be a part number and the item inventoried and supplied based on the number of units built, the likelihood of failure or obsolescence, and or actual failure rate. My 250,000 motorhome (just an example) is like buying a Lamborghini and I deserve the same system and treatment from both the builder, parts supplier, and service repair. The industry is a rip off period and maybe for one very good reason, lack of regulation.
I’ve had good and bad experiences with CW. About a year ago, the Tucson, AZ store did a timely job re-packing my wheel bearings. At the same store, maybe 4 months ago, a couple employees were very helpful. However, about two weeks ago I went there with plans of buying an after-marking roof vent cover and a hard-wired electrical management system. They did not have the vent cover I was interested in on their showroom floor. Therefore, I went to the parts desk to ask about both items I was seeking to purchase. There were two employees at the counter. Both were consumed with doing something on the computer. I stood there close to five minutes. Another gentleman had been standing there longer. Neither employee looked up or even acknowledged our presence. I finally thought to myself, “to hell with this” (i.e., being ignored) and walked away. I asked their front “greeter” (who sits in a kiosk) about the parts. He told me I should go ask the employees at the parts desk. I told him I already tried that. All he said was that is what he recommended I do. I walked out. He didn’t try to stop me. Sale missed. I purchased the items through Amazon at a lower price. Should have done that in the first place and will in the future. Much easier, and cheaper. Too bad, because I like to support local businesses when I can. Of course, I feel less concerned since CW is a national business.
thank you Marcus, I had no idea that my RV was a home on wheels.
What a load of crap. We took our MH in for body work. Three months later we finally were able to “force” them to get it done and when they brought it around a side door was not properly fixed. They had the audacity to suggest we bring it back and leave it for a week and they would fix it! Really???? We were told lies from the beginning and heard every excuse in the books. Never again will use a Camping World…..NEVER!
He said they need to be right from the beginning…doesn’t he OWN many of the brands that CW is servicing? So he is saying they put out CRAPPY products and will change! LOL LOL LOL LOL
A leader always knows what to do. A deceiver always knows who to blame.
Was it just an illusion or, did his nose get longer, the longer he spoke?
Ha Ha!!
Notice the bearded technician works for him!!
??
I missing the point. Telephone has been around a long time. And yes it has change the world. The problem is CW doesn’t know how to use it. Give them lesson on calling back the customer.
Good job of BS!
How can anyone with that much money and business experience be so absolutely clueless when it comes to the non-existent after-sale service from Camping World?
He doesn’t care. He is only after as much money as he can make as quickly as he can.
I presented my opinion directly on the you tube video.
Lemonis IS NOT a businessman, PERIOD! He is just another RV industry Clown, out to steal your money!
But, don’t worry, I will not be enriching his pocketbook, since I NEVER SHOP at Camping (ripoff) World!
I beg to differ. Mr. Lemonis is indeed a businessman. Sure there are issues with every business, but as far as I can tell, he runs a business that tries to service the customers in the best manner. Remember, he sells what the quality level of the industry produces. Last time I checked, Mr. Lemonis wasn’t involved in the design, manufacture of RV’s, but rather, sells their product, and tries to fix the problems that seem to be recurring in the industry.
There is so much more involved in the public dis satisfaction then just the quality of the product!! Take the time and read some of the issues on the various rv pages that repeatedly have the same problems. Yes, I guess you could call him a businessman, but he is a very bad one.
Yes, I swear – the nose did get longer, the message more pathetic.
Try not lying to your customers. I have dealt with incompetent service managers, service writers and technicians at every CW in the state of NC. Especially, Hope Mills. I guess they don’t know how to use phones or computers.
I have tried to use their services and everytime, the work is minmum to bad, very late and too expensive. I would rather do it my self….NO, it is not rocket science!
Most of the repairs I’ve needed can be handled by a mobile technician. Maybe the industry needs to focus on increasing the pool of talent for people to start their own businesses.