I waited 3 ½ weeks for an appointment to get a quote for the replacement of one of the slide floors in my fifth wheel trailer. I took my trailer Wilkins in Bath and met Amanda Murphy my “service advisor” on 8/21/2019 so she could look at the work needed and take measurements. She told me I would have a quote either later that day or the next day. After a few days I left a voicemail for the “service advisor”. With no response I called and left a second voicemail for the “service advisor” the morning of 8/29/2019. Later that day my wife called and was told that an email would be sent to the “service advisor” for her to get back to us. The “service advisor” called on 8/30/2019 saying that she had called and left me a voicemail. I gave her the benefit of the doubt, although I had missed no calls and had no voicemails. She said she needed the VIIN for my trailer in order to get the proper replacement floor from the trailer manufacturer. I provided the VIIN as requested. Again, after hearing nothing from the “service advisor” I called on the morning of 9/5/2019. She was shuffling papers around trying to give me some partial information. I told her to email me the complete quote. I then checked that she had the correct email and she indicated that she would get sent that day. After receiving nothing from the “service advisor” I called her back on 9/6/2019 only to find that she was not in that day. I then asked to speak to the service manager who was supposedly in an interview. I left him a voicemail and he returned my call later that afternoon. I explained what had been going on and that I was getting tired of the lack of response from the “service advisor”. He informed me that he would need to look through the file at some of the information in order to get me a price. That was a week ago. It is now 9/13/2019 and I have heard nothing out of Wilkins. I cannot believe Wilkins considers it acceptable to ignore a customer, leaving them hanging. All it would have taken was a call or email from the “service advisor” to let me know what was going on. What I do know is that there are other RV dealerships and I will take my business to one of them. Not only for the service on my current trailer but for the purchase of its replacement.
— Sherman Smith