Resolved
David S Upq

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Verified Reviewer
| map-marker Everett, Washington

Resolved: Horrific experience service departments

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Updated by user Jul 16, 2022

Discussed with the corporate office..

Updated by user Jun 16, 2022

Still bad customer service with complete denial.

Original review Jun 16, 2022
Bought a 2020 sunseeker in July 2021. Since then Poulsbo Rv has had the rv in the shop/service dept at the Everett location for 7, yes that's right 7 months!

Finally get it back and the backup camera/radio system stopped working less than 15 miles away. Went to Mt. Vernon Poulsbo. Quoted no problem we will have it back to you within a week.

Its been 10 days and no one answers the phone nor have we been given an update. Worse experience of my life dealing with this place and I bought my house as a short sale in the middle of a foreclosure. I know when patience is needed and I am out of patience!
I went to pick up the sunseeker from Poulsbo rv (6/16/2022/ and now we have another problem caused by the service department. Now the bathroom sink is cracked and unusable.

I have eight pages of repairs that have had to be completed and this is totally unacceptable. All I want it for Poulsbo Rv to buy back the motorhome and sell us another.
View full review
Loss:
$6826

Preferred solution: Full refund

User's recommendation: RUN away, buy from anyone else

Richard A Wun
map-marker Fife, Washington

Complete lack of understanding

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Original review Dec 17, 2021
Purchased a 2018 Coachmen Prism new from Poulsbo Rv. We learned that the $100,000 vehicle did not have air conditioning even though it has the buttons. I was treated like so what, I dont care what you thought you were getting, it should have air conditioning. It doesnt. Sort of important since any vehicle you buy now a days has air conditioning.
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Pros:
  • Lots of rv options available
Cons:
  • Poor customer service after purchase

Preferred solution: Let the company propose a solution

User's recommendation: Beware of Poulsbo rv

TimandCherel D

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Verified Reviewer
| map-marker Kent, Washington

Horrible Dealership

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We bought a Class A diesel pusher 2018 Thor Aria Motorhome from Poulsbo RV. At first we thought they were great, we got our RV in December 2019.

We brought it home and were all excited to take our new rig to our families Christmas. We put the sliders out to pack the rig and they wouldn't go back in. Missed our Christmas trip. We drove all the way to this Kent dealership from the Spokane area to purchase it, so we took it to get it fixed Spokane.

That went fine. We were limited on where we could take it the next/first summer we had it due to the Covid pandemic, so we just took it to a remote area of Montana, then home. We came back and went to Portland, OR. to visit our kids.

There was a rain storm and when we went to make our bed, the mattress was soaking wet. The slider had a leak in it. We called to see if this was covered by the $10,000 warranty Poulsbo sold us and told us it covered almost everything, it didn't. We took it back to Spokane and to another RV dealer to fix, this.

We also had problems with the recliner couch we had installed at Poulsbo. it wouldn't recline all the way. The new refrigerator they installed tipped out of the cabinet and hit the table when we were driving denting the refrigerator, we had to have the refrigerator reinstalled correctly and the cabinet repaired. We also found out the water tank was falling out from under the rig the floors of that and both drawer basement bays were rotted completely through.

We also had the induction stove stop working and a laundry list of other stuff, which came to a grand total of $10,000! Only the induction stove was covered by the $10,000 warranty!!!! When we were buying the motorhome we asked it there was a Carfax type thing to make sure it was good, they told us RV's didn't have that but they personally go through it completely to make sure everything was great. It only had 17,000 miles on it and was supposed to be a 2018, only just over a year old.

When we pull it up on all sites by the vin number it shows as a 2017...We really thought all of this, especially all the things they installed new, should have been taken care of.

I called Poulsbo, emailed Jonathan Kitchel at Poulsbo and called again. He finally emailed and said he'd missed the email but would have his manager get right back to me. NEVER HAPPENED.

How can they sell us a rig with this much stuff wrong with it that was not checked out. We only took it on a couple of trips.

No way we did this damage. Now they have just ghosted us and won't return any calls. We are already several thousand dollars into trying to get these things taken care of. It has been in the shop for four months.

Since we didn't buy it from the dealership in Spokane, they work on it in between their other clients who did buy from them.

We finally just two days ago got it back and are replacing the bay floors ourselves.

RUN AS FAST AS YOU CAN IN THE OTHER DIRECTION. So sad, we really liked them and trusted them.

View full review
Loss:
$10000
Cons:
  • Customer service
  • Integrity

Preferred solution: Let the company propose a solution

User's recommendation: in the other direction from this dealer.

Craig e

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Verified Reviewer

Unhappy Customer

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We paid 70 grand they said it went through their shop first trip the water would not go down the sink plunged it rotted food came up stunk so bad it would not drain removed the gray water valve which is not recommended found tank full of bacon grease . Many things wrong. Lies
View full review
Loss:
$1250
Pros:
  • Lots of rv options available
Cons:
  • Are all about the money high pressure

Preferred solution: Price reduction

User's recommendation: Don't Go there

Dan C Dif

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Mount Vernon, Washington

Horrible customer service

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Poulsbo RV - Horrible customer service
Updated by user Sep 02, 2020

PoulsboRV contacted me and scheduled appointment for the repairs. The RV is ready for pickup and will update when received

Updated by user Aug 04, 2020

Embarrassing that I bought there

Original review Aug 03, 2020
Bought an rv at Poulsbo Mt Vernon. I paid for PDI.

First trip in the rv and the electric hot water doesnt work. Couldnt be checked at PDI because it was winterized. Outlets work intermittently. Called for service and called for days with no response.

Scheduled and dropped off rv. After a week I called for update and called no call back. Drove in and got update of sent to warranty and takes a week. Dont worry it should be covered any issues we will let you know.

Another week no update. Call email no response.

Drive in again to arrange pickup for prescheduled trip. Told only partially covered by warranty and that no work on even covered items has been started after 3 weeks with no status updates.
View full review
Loss:
$1800
Pros:
  • Lots of rv options available
  • Good location
Cons:
  • Poor customer service after purchase
  • Pdi inspection not thorough

Preferred solution: Let the company propose a solution

User's recommendation: Get service elsewhere

4 comments
Dan C Dif

Question on who to contact. The water heater element still doesn’t work.Poulsbo claims it’s a grounding issue on the chassis which is actually the 12v system.

The connection has 120v potential on the cable heading to the heater but shows an open going to the new element. This is a warranty repair that doesn’t work but they won’t fix after I paid deductible for the repair. Claiming it’s an issue that on the other system.

All stuff missed on the inspection I paid for that they claim must have got missed not our problem. What should I do?

Dan C Dif

I got my motorhome back and started tracing the electrical problem that Poulsbo claimed was a frame ground even though it was after the GFCI that had a neutral issue. This isnt the case by basic electrical troubleshooting.

Found a bad push style connection in the outside receptacle. Outlets now work.

Who do they have working on things? Well problem solved by owner so much for the warranty

Dan C Dif

Never mind it didn’t fix it. Told a grounding issue.

That means it was an issue at PDI. Service caught again in a BS.

Oh we will look into it. Right?

Dan C Dif

RV finally getting hot water heater fixed told its ready when I called. I said I’ll be there in 45 minutes.

Arrived to see coach back in shop. I asked what’s going on? Told we didn’t check the hot water heater yet. It’ll be a little longer.

Wow even when they almost get one thing somewhat right they fail miserably. I guess at least they’re consistent.

Another 30 minute waste of time. Thanks PoulsboRV

View more comments (3)
Anonymous
map-marker Federal Way, Washington

SCANDALOUS SALES TACTICS

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Told we were approved however were not, we wanted a specific type model that was for sale and told we qualified but come to find out we were not even though we had emaculant credit. They were more set on us purchasing with cash thn financing. We were also told that their finance agent was the best in Wa. State ended being the worst. They tried to sell us a damaged out dated trailer that they were trying to rid of and attempted to pawn it on us. After careful thought we chose not to deal with Poulsbo RV in Everett, Wa. DO NOT RUSH INTO A DECISION LATER REGRETTING IT AND HAVING BUYERS REMORSE. GOOD LUCK!
View full review

User's recommendation: Do careful research and ask questions, dont get caught up in the excitement of buying a trailer

1 comment
Guest

We did the same thing it really sucks the a large dealership could get away with the crap they pull Wth

Anonymous
map-marker Seattle, Washington

RV Repairs

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We rent our RV out and have a very busy clientele list. One of our renters damaged our RV and we called Poulsbo Rv of Kent, WA to do the estimate and repairs.

We were told it would take approx 3 weeks to get the parts and start the repairs. It's been a month now and we haven't heard a damn thing about the progress of any repairs! I've called several times to try and get an approx completion date so we know whether to cancel upcoming renters and have not yet received any calls from anyone from Poulsbo. I was promised I would receive a call today by 12 noon but didn't happen.

So we informed the next renter of our situation and they canceled the rental.

More lost revenue. We just want our RV back and will never do business with Poulsbo RV again.

View full review
Timothy E Jgm
map-marker Everett, Washington

Fix my trailer

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I bought my trailer from Poulsbo in September. There was a few issues that we needed to have taken care of all I get is the run-around. They keep telling me parts are on their way and it's been 3 months now I just want my trailer working
View full review
Reason of review:
Order processing issue
Harold B Dah
map-marker Murrieta, California

Poulsbo RV Kent & Auburn BOTH less than satisfactory !

Took our 2017 to BOTH locations to have warranty work and other services. Auburn kept it for almost 3 months and when I picked it up there was a chip in the side of the coach. They DID fix it. They also seem to have a hard time reading their own service instructions so failed to address some items. They also create one or two new problems for everything this fix. Poulsbo RV Kent fixed some of the damage done by Auburn but managed to put another chip in the side of my coach. They also created some new problems and poorly preformed others. A third RV center had to fix some of the problems Kent made. My confidence level at Poulsbo RV is somewhere between low and nil. Even there service managers don't bother to return calls or reply to customer concerns.
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Inda Hfm
map-marker Mount Vernon, Washington

Upsell- Deceit-Pressure Tactics

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The worst experience of cheap up-sell pressure tactics and deceit by management. Check BBB rating of C minus, Internet Reviews.

M1768B - 2017 Arctic Fox 29-5T On October 16 2017, my wife and I went to look at this 5th wheel and were met by David, a friendly sales person. After inspecting the coach, we made a written cash offer, which was declined. We left the dealership and returned home. The following day Stan Tacazon (sales manager) called and counter offered our initial offer.

We declined and told him that our budget was fixed. He said that he would speak to his boss and get back to us. On October 18th Mr Tacazon called back and informed us of their acceptance of our offer. We placed a deposit of $1000 dollars which they accepted and charged to our Mastercard, on October 18.

On the evening of Oct 19th we received a call from Heather, Finance Manager, asking for our contact details and offering to sell an extended warranty program, trailer inspection which we declined. She told us that she would send an email which would explain the E transaction how to pay for the unit, via a bank transfer. Approximately 15 minutes later we received a call (forgot his name) from a person identifying himself as the general manager. He thanked us for our business and told us he was troubled that we did not want the optional pre inspection done (at a cost of $1040).

I told him that i was confident that a 1 year old rv would be ok and that we liked what we saw upon our inspection. He insisted that we reconsider. We declined and also informed him that we were prepared to accept the unit as they refer to "gas and go" or "as is" in normal parlance. He began to use some scare and pressure tactics, that the unit may be unsafe, they would not be responsible, etc.

I asked him if the unit had been inspected when it as traded in, he did not know. I asked him if he would knowingly sell a safety defective RV. He said that he did not know it was defective. I explained that we were seasoned buyers and users of RV's and felt very comfortable in the quality of this unit.

I went further to inform this person that I had called the manufacturer with the serial number to see if there any safety recalls. The e-letter I received states that the RV has no defective recall notices. The following morning I received a telephone call from Heather the financial officer, October 20th, who informed me it was her duty to protect the dealership from liability and that our refusal of a safety inspection complicated "the issue". I told her that I had sent an email to the sales manager, that would absolve the company of any liability arising from the sale.

I went further to inform her that we had called our insurance company to purchase a private warranty for this near new unit. The numerous customer reviews online, suggest that this is a common pressure up-sell tactic, which borders on intimidation.We have dealt with several RV dealers in our life and this is, without question, the worst experience encountered.

Greedy, deceitful and dishonest. BUYERS BEWARE OF MANAGEMENT AT THIS LOCATION.

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Reason of review:
Poor customer service
Resolved
Norman H Ltg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Kent, Washington

Resolved: Don't buy here

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Updated by user Aug 13, 2017

Dealer adjusted Sale price through negotiation.

Original review Aug 10, 2017
Sales department is deceitful and full of lies. Don't sign anything without checking with another RV source. Suggest La Mesa RV who will provide overnight pricing. Poulsbo RV is at least 20% higher than anyone else. Customer Satisfaction not important to them.
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Reason of review:
Pricing issue
1 comment
Norman H Ltg

All issues resolved with dealership after talking with Sales Manager. Initial process was rather deceitful.

All issues or problems are now resolved and I look forward to more business with Poulsbo RV.

To other consumers, hold to your guns when you know your right. The truth and belief in fairness will always prevail.

Fredie Hho

Horrible customer service!

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Dealing with Poulsbo Rv has been an awful experience! After buying our trailer, customer service went out the window.

Within the first year our brand new trailer started leaking, appliances broke, propane leak and the list goes on. When we bought our trailer we got the "5 year warranty", which the salesman told us covers EVERYTHING. We brought our trailer to the dealer in July to be fixed. We were told "We're not sure your warranty covers these issues" Our trailer is still at the shop 2 months later!!

They still haven't touched it as they are "trying to figure out the warranty" There has been no communication regarding status or timeline of when our trailer should be returned to us.

On top of that when we asked why we haven't been called the employee stated "I don't like calling customers when I don't have good news" I could go on much more about the horrible experience we've had and are still dealing with. Take your business elsewhere and save yourself the trouble!

View full review
Cons:
  • Service or product
Reason of review:
Warranty issue
Anonymous

Happy Customer

We’ve had a number of travel trailers and Campers over many years of enjoying the outdoors. We Purchased our first Motorhome at Poulsbo’s Auburn Store three years ago from Jim Renzo. The Coach was brand new and as expected there were a few bugs that needed to be dealt with. Tim and Tina in the Service Department were more than accommodating in seeing that we were taken care of and getting us in and out in a timely manner. After three years we decided we would prefer a Diesel Pusher Motorhome. We contacted Jim, who is now a Manager. Jim referred us to Chris and John in Sales. I explained what we were looking for and what our Budget was, which meant shopping for a used unit. We just took delivery of our second Motorhome today Nov. 30. Jim, John, Chris, David in the Business Office, Tim in Service and Brandon from the Shop were Great. When we walk in the store we feel welcomed and the whole Crew has been very accommodating. Thanks to all of you Dan and Lynn Wesley
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Reason of review:
Good customer service
1 comment
Guest

This is a complaint website.

It is not for apple polishing or free advertising.

Tell us instead of someone who treated you unfairly, sold you junk, or was rude to you wife or grandma.

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Anonymous

False Advertising

The Mt. Vernon place had an ad about an RV for an affordable price. The guy who helped was terrific. We had everything set but he had to take it to his manager. I think the managers name was Stan. A while later the manager came out and bacically said we could not buy it. We ran into the Salesman later. The manager told him not to sell it because it costs more than it had been advertised for and we had agreed to pay. He was so upset he left shortly after. This was several months ago but we will never go back there again. How can a company keep a manager who is so dishonest.
View full review
1 comment
Guest

Perhaps your credit made it to where you did not qualify? What was the reason they said you couldn't buy? Sounds like they couldn't find you funding.

Anonymous

Service dept terrible

The service department at Poulbo RV in Auburn is terrible! I took my newer class B in for an electrical issue - the generator popped a breaker a few minutes after starting it.

We don't use the generator much and have neglected to fix it for that reason but it does in EVERY time. First, we had an appointment for about a month out and when I called to say I was going to be a few minutes late I was rudely told that if it was more than a half hour I would have to reschedule because they were tightly booked. I was there 20 minutes late and then sat around for 30 minutes waiting for Allysia to help me! Then I take her to the van to clearly indicate the issue and ask if someone will call me back later that day to let me know what they find?

NO, they might be able to get to it next week as the appointment today was just to check it into the ***! Also, no mention of a charge for an estimate. Then they called and said it was working fine and all I needed was a generator service (oil, filter, plugs - I could have told them that by looking at the hour meter - and I would need to pay for the parts and then reschedule an appointment later for the service. I told them I was picking it up and they charged me $338.

when I showed up for the diagnostic estimate which didn't show anything but a routine service was needed! Then immediately upon arriving home I started the generator and of course the breaker tripped!! My first bad experience with Poulsbo was in Des Moines and I didn't learn and thought Auburn might be better. No.

Awful service, rude and unknowledgeable staff, and they charge you for doing nothing. DON'T GO THERE!

View full review
Loss:
$338
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Mine tripped the breaker also. Why they put a 40amp breaker in the start circuit?

I simply changed it out to a 50amp.

Ordered online. Still will protect the start circuit.

Anonymous

Happy with Poulsbo RV

We bought our Thor Hurricane from Poulsbo in Fife in December 2016 at a fair price (my husband did a lot of research and shopping ahead of time). We have had some warranty work done at both Poulsbo in Kent (closer to our home) and in Fife.

Both places have treated us well and we are generally happy with them. The house batteries were bad and we didn't know because we had not dry-camped until August. The best warranty offer from Thor was to pro-rate the cost of the replacement batteries because of the length of time we have had the rig. When I told Poulsbo in Kent that I wasn't upset with them but I was very disappointed in Thor, they said they'd see what they could do.

When we picked it up, the dealership honored the warranty - not Thor.

We have never waited overly long for the work to be done. At this point, we are very happy with our purchase, the price and Poulsbo RV.

View full review
Reason of review:
Good customer service

About

Summary

The company was started in 1986 in the town of Poulsbo. The corporate office of the company is based in Chehalis, WA. At first the company maintained a few used cars, a travel trailer, and lots of hard work. At the present time, Poulsbo RV is the premier RV dealer in the Pacific Northwest. The company operates 7 stores throughout western Washington. Poulsbo RV is now one of the largest high volume dealers in the nation. Poulsbo RV offers all major brands of RVs. The company's certified pre-owned inventory is several million dollars worth. The company also offers its products in Japan and the United Kingdom.

Poulsbo RV reviews and complaints

Poulsbo RV is ranked 95 out of 327 in RVs, Motorhomes and Trailers category

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