Marcus Lemonis explains sometimes slow service at Camping World

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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.


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Tom Piper
Guest

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?

billyd
Guest
billyd

Good job of BS!

Jim
Guest
Jim

??
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.

Bryan
Guest
Bryan

Notice the bearded technician works for him!!

John Koenig
Guest
John Koenig

Was it just an illusion or, did his nose get longer, the longer he spoke?

linda s gray
Guest
linda s gray

Ha Ha!!

Justin
Guest
Justin

A leader always knows what to do. A deceiver always knows who to blame.

Vanessa Simmons
Guest
Vanessa Simmons

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

P Corder
Guest
P Corder

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!

benny kentz
Guest
benny kentz

thank you Marcus, I had no idea that my RV was a home on wheels.

Greg
Guest
Greg

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.… Read more »

livingboondockingmexico
Guest

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… Read more »

Kevin in MN
Guest
Kevin in MN

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… Read more »

linda s gray
Guest
linda s gray

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.

Allen
Guest
Allen

Camping world the big scam

Mr. Lindblom
Guest
Mr. Lindblom

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… Read more »

Andrew Hyman
Guest
Andrew Hyman

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

John R Crawford
Guest

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.

Alan Warren
Guest

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… Read more »

Booneyrat
Guest
Booneyrat

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.

MARK
Guest
MARK

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… Read more »

Booneyrat
Guest
Booneyrat

Amen to that.

Steven W. Browning, Sr.
Guest
Steven W. Browning, Sr.

Easy to say and your company doesn’t seem to back up your conversation.

G LaFlamme
Guest
G LaFlamme

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… Read more »

Terry Monos
Guest
Terry Monos

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.

Bill Hampton
Guest
Bill Hampton

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.

George Sears
Guest
George Sears

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… Read more »

RV Staff
Admin

Hi, George. Love this: “Maybe their paper supplier couldn’t get them the parts?” Good one!!! 😀 —Diane at RVtravel.com

Roy
Guest
Roy

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.

linda s gray
Guest
linda s gray

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… Read more »

impavid
Guest
impavid

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… Read more »

linda s gray
Guest
linda s gray

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… Read more »

Terry O'Keefe
Guest
Terry O'Keefe

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.

Troy
Guest
Troy

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.

Thomas Becher
Guest
Thomas Becher

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… Read more »

linda s gray
Guest
linda s gray

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… Read more »

earl balentine
Guest
earl balentine

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… Read more »

Jerry
Guest
Jerry

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!

Mike
Guest
Mike

“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….

Steve Sims
Guest
Steve Sims

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.

Marion
Guest
Marion

Sounds like it took that long to get doors from the manufacturer. The manufacturer and the parts supplier are one and the same.

Bob Phillips
Guest
Bob Phillips

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.

Marion
Guest
Marion

Could that be the idea/motivation behind the video.

Bob
Guest
Bob

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.

Marion
Guest
Marion

Maybe that is why he was asking for customers to send in concern/complaints.

William Guy
Guest
William Guy

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.

Bob
Guest
Bob

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… Read more »

Chuck Martin
Guest
Chuck Martin

“Does it go down an automotive assembly line?” The ‘tech’ isn’t sure. He lost me there.

John
Guest
John

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.

BuzzElectric
Guest
BuzzElectric

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.

Jeff
Guest
Jeff

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.

Ran
Guest
Ran

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… Read more »

Loren West
Guest
Loren West

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.