Sharon Goddard

Review of Tom Raper rv

DO NOT BUY FROM TOM RAPER!!!

DO NOT BUY FROM TOM RAPER!!!
We have been camping for over 35 yrs. This is our 3rd new camper in that time frame. In Jan 2015 we bought a 2015 Rockwood Ultra Lite from Tom Raper in Richmond . We love the floor plan & the quality. We had a great salesman, John Hancock but things went down hill from the time we said yes we want this camper. I think Tom Raper should retrain ALL of their staff so everyone has the same answer when asked a question. We wanted to put down a large amount on the camper with our credit card so we could get the points on our credit card. We were told by John that would not be a problem. The finance man,Jim (I think was his name) said wait & contact where the camper is financed, then pay the larger amount with your credit card with them so we could get a lower interest rate on our loan. We did just that only to find out that we could not do that with the bank nor could we have done it with Tom Raper either. We should have been told in the beginning we could not use our credit card for a large amount. One of the things we wanted was to not have our warranty start till April since we would not use it till then so we were told by John we could leave our camper there & the warranty would not start till we picked it up. When we went in to sign the papers we found out the warranty started then. We decided to set up a date & time to pick up our camper the next week so they would have time to clean it up & do the ECO package. When we got there, at our designated date & time to do our walk thru we found our camper still outside covered in snow. We then had to wait for them to bring it in & set it up.Then we did our walk thru with snow melting & water dripping everywhere. The young man who did our walk thru was new & was very unsure of himself. Most of the questions we asked he could not answer. They had someone video taping it of which you are suppose to get a copy when finished. Well we did not get a copy of the DVD at our walk thru. It wasn't till I sent an email to the manager expressing our frustration of how things were going & he found out we did not get it that one was sent to us. We did not & still do not understand how somethings work on this new camper. They also had not done the ECO coating on the outside, we were not even sure it had been done on the inside since it didn't look like they had cleaned it up. We had to wait several hours for this process so we went to the RV store to pick up some items.Once we got home I found out that we were suppose to get a 5% discount on the items we bought. I called the store & they apologized & gave us credit on our credit card.
Once home & spent time in our Rockwood we found a few things that needed to be taken care of before we went camping the first time. I called the middle of March to set up an appointment and was told it would be 6 weeks before they could get us in. I felt that was unacceptable. I said something about being understaffed & I was told yes they were. I called Forest River to see if I could take it anywhere else & they told me try Arbogast RV. I did & Josh was so helpful. He got us in in 2 weeks & is right now taking care of our needs.They are honoring our warranty. It is one thing to have great salespeople but you need to have superior customer service & Tom Raper's does not.