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Old 03-23-2016, 09:26 AM   #1
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RV Wholesalers, Ohio

I apologize now for the long read, but I feel that I owe it to myself and RV Wholesalers to paint the entire picture.

We began the process of shopping around the first part of January. We shopped a local dealer, RV Wholesalers and RV Nation. While for many reasons, I would have like to buy locally, the $4,000-$5,000 difference between local and wholesale, made the choice for us. Around the end of January, we had decided on buying a 2016 Vibe Extreme-Lite 315BHK TT. We received quotes first from RV Wholesalers and then RV Nation. The trailer was custom spec'd, so it would have to be ordered. It came down to the last Saturday in January and we were ready to sign papers and get our trailer ordered. We did have one last question regarding the ability to have a TV in the bunkroom. Now granted, to some degree this is a fairly minor feature of the trailer, but how the question was answered became a deciding factor on who we bought from. The RV Nation salesman said he went out onto the lot and look at a 315BHK they had on the lot. No place for a TV, was the answer. The salesman from RV Wholesalers said he would call his Forrest River rep to confirm. It turns out that Vibe had realized midway through the model year that they had not allowed a place for a TV, but that they had made a change and that any ordered now, would have a place for a TV. With everything else being equal, that was enough of a reason to go with RV Wholesalers.

Trailer is ordered and we are given the typical build time frame. There were a couple times that I had questions and our salesman and or the logistics manager were very responsive. Fast forward to March 19th. Our trailer is ready to be picked up.

We leave central Indiana early on 3/19/2016 for our 2.5hr drive to RV Wholesalers facility. Our anticipation and excitement was at an all time high. We arrive at RVW at the time we had agreed upon and walked into the waiting room. It was a very busy morning at RVW. My name plus about 8-10 others were on the board to pick up units as well as a few families that were there looking at new trailers. Finally we found someone to help us and they took our name and eventually someone came out and told us to head down to the end of the building with our truck and they would meet us down there to do our PDI. Now mind you, I was prepared to do my PDI. Had the clipboard with the checklists, flashlight and mindset to look at EVERYTHING. We drove down the row and saw the man we were to meet standing in front of a trailer that said Vibe Extreme-Lite on it, but did not look like the trailer we ordered. I proceeded to look around a little. Yep it has the options we ordered, but where is the font fiberglass nose cap???? The man looked around and said he knew what we were talking about and said he would ask about that. He came back shortly and said that it your trailer. To which I said, we need to talk to someone. I will say that my BP was starting to raise ever so slightly and the thought that the order had been screwed up.

We were meet in the now empty waiting room by a tall gentleman named Kelly. He proceeded to tell us that the trailer out there is the one we ordered and started going to down the sales order. I said there is no front cap, to which he said that the Vibe Extreme-Lite does not come with that option. We went back and forth, eventually moving to a semi-private office. I made my case that the pictures that were on his web site for the Vibe Extreme-Lite showed the front nose cap. His only reply is that they just use the picture that they manufacture supplies. Of course I backup my claim as well as call it false advertising by showing him their web site on our iPad and said that this is what we saw and thought we were getting. He stated that they go by the build sheet. Part of it comes down to us seeing a picture and then seeing on the build sheet that it says "Fiberglass Front Radius". A typical person is going to look at the picture and read that and believe they will have the fiberglass cap. At this point things are pretty heated and Kelly just looks at us and says, "do you want the trailer or not". Never once apologized for the misunderstanding or even tried to empathize with us. It was just take it or leave it.

We ended up going back out and doing a PDI, to which I was very mentally distracted at this point. We found some issues that they ATTEMPTED to fix. In the end, we ended up deciding to take the trailer as we were not going to let something not much more than an aesthetic ruin our plans.

I ended up and talking to the regional rep for the Vibe Extreme-Lite and asked him about the front nose cap and the situation we had on Saturday. He actually shouldered some of the blame on Forrest River saying that initially when the Vibe Extreme-Lite was introduced it did have the front cap, but then they split the line into the Extreme-Lite and the regular Vibe. THe regular Vibe kept the front cap, the Extreme-Lite lost it. At least that is somewhat of an explanation I can live with.

At this point, we have not been contacted by our salesman to see how things went Saturday (he was not there) or by anyone else. Also, I'm now taking the trailer up to Goshen next Monday to get the slide out sink in the outdoor kitchen fixed and the deadbolt, that RVW claimed was not working because the ground was uneven.

So in closing, ha ha, would I buy from RVW in the future?????? Maybe. I'm a much more informed buyer now and have learned some lessons. One big lesson is don't go by what the dealer shows on their web site. They may just put up any willy, nilly photo and call it good. I gave this review a Neutral, because I put some of the blame of the experience on my shoulders. I shouldn't have trusted the pictures and what a salesman told me. I should have done more to confirm 100% what we were ordering. I will say that RVW could stand a lesson in customer satisfaction and how to deal with upset customers. It was very apparent that they are a LARGE volume dealer, so I guess customer service is one of those things that takes a dip. Don't ever make a buyer feel like just another number and that you could care less if they spend their money with you or not!!

P.S. Here is a link to the web page we looked at when shopping. What would you think you were getting?
New Forest River Vibe Extreme Lite Travel Trailer RVs For Sale at The Original RV Wholesalers
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Old 03-23-2016, 09:45 AM   #2
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I've ordered 2 trailers now and figured out that manufacturers can and do make changes constantly, so it's really hard to know for 100% that your rig will be exactly what you think it will. Too late now, but I would have also recommended checking out the exact model you want online to see pictures of actual rigs, not a stock photo. Again, though- manufacturers make changes constantly, so just because it is the same year model does NOT mean changes won't be made. Like was pointed out, RVWholesalers, and every other dealer for that matter, will use stock pics provided by manufacturers and are at the mercy of how accurate those are. So, it boils down to, RVW used the manufacturer photo, which is what was available to them. FR doesn't use the front cap shown. RVW clearly couldn't change that, so it really did boil down to "do you want it or not", because clearly it wasn't something that could be changed. Was it said "nicely enough?" Who knows, but since that's just the way that line is made, it was pretty much a moot point. I also learned early on to let things that I can't change like this slide or owning an RV will drive you crazy. So, in conclusion, I've been through these lessons myself. Try not to let it get to you- just learn from it and move on. I'm sure you'll enjoy the new Vibe if you don't dwell on the front cap issue.
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Old 03-23-2016, 09:50 AM   #3
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Get photos from salesman

I ordered my Rockwood 2604 from RVW, which was shipped to CA. My salesman sent me photos of the unit before it left. That was helpful in reassuring that I was getting the exact unit and configuration that I ordered. Just a suggestion for those reading this and planning to order in future.
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Old 03-23-2016, 10:00 AM   #4
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dustman: In the end we took the trailer because it was more important for our family to get out and have adventures than to worry about fiberglass. Camped that Saturday night and really enjoyed ourselves.

Big Vic: The only way pics would have helped us is if RVW would have taken a pic of a 315BHK on the lot and said it will look like this, not what we advertize!
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Old 03-23-2016, 10:13 AM   #5
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I just ordered a biggie unit from one of these 'Wholesalers'. This is after almost 9 months of constant comparing, calling, emailing, asking, thinking, and figuring out what we wanted......including several trips to see the models we were considering.

I have always gotten the answers I needed, to every question I asked. I will say this......there is a dealer here in town, not 4 miles away, that I am sure would fix anything I was unsatisfied with on any trailer I got from them. They are very good folks, and do wonderful service work. However, they are a full $24,000 more than the "Wholesaler" in Ohio we ordered from. When I asked about the Wholesaler dealer installing the B&W hitch I wanted instead of theirs, or a PI EMS or the TMT tire monitor, or if I could switch out a couch only........the answer was always a polite "We don't really do that". The local dealer? I'm sure he would have done all those things (maybe for a fee, but he would have). Why the difference? It's that $24,000.

And the one I ordered is probably going to end up in May being a 2017 model. Will it be 100% exactly like the one I saw before ordering? I bet something is different. Will it have all the add-on items I have a printed listing of ordering? Yeah, I'm sure it will......it'll have the right refrig and the correct # of A/C units, etc. But the cabinet door handles may be different looking. Or the stain may be slightly different. Or the decals/graphics on outside may be slightly different. Or stuff like that.

So what I figured out was that you can get a great price, but those type dealers will only discuss options that the factory considers options. They're in the volume sales business, not the custom change business. There are dealers in both categories, and you sorta have to figure out which type dealer you want. Both have their merits. But the Wholesaler type dealer is going to sell 10X the volume of the Retail type dealer, and he ain't got time to tweak things too much. Such is life.

And all that may NOT be on same level as a Front Cap, I don't know. But to me, that's the difference I can find. When we started this process, I was (and still am) amazed by the total quantity of Trailer/MH manufacturers. How can all those stay in business??? Amazing. Consolidation would help the quality issues dramatically (and probably increase the price). And there's a dealer behind every tree in America it seems. The volume of those things blows my mind. But it does allow us to choose what kind of situation we're willing to live with.

My nine cents.
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Old 03-23-2016, 12:39 PM   #6
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Quote:
Originally Posted by fireman1317 View Post
dustman: In the end we took the trailer because it was more important for our family to get out and have adventures than to worry about fiberglass. Camped that Saturday night and really enjoyed ourselves.


Quote:
Originally Posted by fireman1317 View Post
Big Vic: The only way pics would have helped us is if RVW would have taken a pic of a 315BHK on the lot and said it will look like this, not what we advertize!
Not trying to play devil's advocate, but there's just no way a salesman would ever be able to keep straight all of the differences a manufacturer might make with changes coming all the time.
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Old 03-23-2016, 01:15 PM   #7
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Ha, Ha, playing Devil's advocate is usually my job!! I get what your saying, I just think its a problem that they still show a trailer on their web page for the Vibe Extreme-Lite that is not an accurate representation of what the trailer actually looks like.
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Old 03-23-2016, 02:41 PM   #8
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So the real question is...did the bunk room have a place to mount a TV?
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Old 03-23-2016, 02:50 PM   #9
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So the real question is...did the bunk room have a place to mount a TV?
Yes it does, though it might never see a TV. In fact, the wife and I are neither one in a hurry to get a TV for the trailer at all.
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Old 04-04-2016, 03:16 PM   #10
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fireman1317, please let me start by apologizing that you were not treated the way we do it at RVWholesalers. I never give excuses, but I am hoping you will allow me one this time. First of all I and my brother were not there as we have been dealing with the loss of our father. My staff was very close to my dad especially Kelly. It was a very sudden loss, he literally was healthy, got a stomach issue, went to the doctor was sent to the hospital and passed four days later. We are needless to say in a bit of shock. I am sorry this affected your experience with us. This really is not normal and especially for Kelly. Kelly has been with us since the 7th grade and again has been around us and our dad for a very long time. I promise in the future should you need anything at all I will be here to assist you and you will get great customer service. Again, very sorry. Thank you for your business and understanding. David Durnell ddurnell@rvwholesalers.com
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