Motor Home Specialist Alverton (Alvarado), TX

[Invisibleman]

I have been attempted to contact this dealer for days. Their web presence is pretty overwhelming. They don't answer the phone, when they do, rude receptionist, and the sales guys don't call back. Just my experience. My original dealer where i bought my 2020 Isata 5 36DS is barely responsive. I guess they are so full of themselves because of the covid buying? Anyway, i give barely one star for any of them. Not sure what the manufacturer can do about that, but from warranty and back to sales, they should have better control over their so called dealers, which have no vested long term interest in the sale.

[milkman55]

I had the same experience with MHSRV. I had already bought a Dynamax from them back in 2017. Went back to them for an Isata 5 30FW this year and the salesman knew we had previously bought from them and he still didn’t return multiple calls after we had personally visited the dealership. He took us out to the 30FW, said he needed to go back to the office and to call him on his cell if we had any questions. Told me he had been selling RV’s for 20 years. I called his cell and he never returned the call. We just left.

I just think they have so much business due to their inventory. On the first RV, the sales guy told me NOT to bring it back to them for service as they were just too busy.

Anyway, I moved on and bought from Motorhomes2Go in Michigan near the plant and just drove it home to Texas myself. Had a good experience but I knew what I was doing and didn’t need a lot of help with the RV. I still spent two days going over the RV before I left.

[Mr. Dan]

Originally Posted by Invisibleman

I have been attempted to contact this dealer for days. Their web presence is pretty overwhelming. They don't answer the phone, when they do, rude receptionist, and the sales guys don't call back. Just my experience. My original dealer where i bought my 2020 Isata 5 36DS is barely responsive. I guess they are so full of themselves because of the covid buying? Anyway, i give barely one star for any of them. Not sure what the manufacturer can do about that, but from warranty and back to sales, they should have better control over their so called dealers, which have no vested long term interest in the sale.

Do you mean Alvarado, TX?

[Cactus Canyon]

We found it to be useful to shop there since they had a large inventory and we could actually see the different models and floor plans we ere interested in. We then ordered what we wanted from another dealer just west of Houston (Holiday World). We had a much better experience there.

[Invisibleman]

Yes, wherever MHS is. I guess it is Alvarado.

[Invisibleman]

Like many, after four months of my first motorhome, a great 2020 Isata 5 36DS, I'm ready to up-size to a Force HD 37BH. The MHS salesman was typical salesman friendly and they supposedly have the exact options and color I want On Order. And their advertised price was reasonable without haggling. I was planning to just drive over there, trade in my Isata 5, and PU the Force HD. As soon as I told him about the trade-in, he went cold. Never asked me my desired trade-in amount, nothing. Said he'd get back to me, and never even got his name. I'll try these other dealers mentioned above. I learned alot about being a motorhome owner, and as mentioned above, have become pretty self sufficient and am not concerned about dealer service after the sale.
Anyone know someone that wants a basically new Isata 5 36DS with only 5k miles? Will deliver. :-)

[rskeans]

How things have changed! I bought our DX3 from MHS 3 years ago with never a problem. I only dealt with the sales man from his cell phone. He greased the skids for everything. Very smooth. I've never been back to TX. Any warranty work was completed by a local FR dealer.

[LannyCox]

When we decided, after renting a Class A for an RV trip with friends in 2017, I started looking at the MHSRV ads for a rig that we would like. After watching their ads and considering our needs/wants, we finally went for a visit since they are only 15 miles from home. On our first visit, they were very friendly, fed us lunch, and encouraged us to look at their inventory of Class A motorhomes, including the used rigs they had on consignment. The next time we visited, after making an appointment to look at a specific rig, we arrived only to discover that the unit was on a lift having the oil changed and we couldn't see it. On our third visit, again with an appointment, we waited for the salesman for 45 minutes and left. I agree that MHSRV could improve their customer relations; but, if just wanting to "look", they have a tremendous inventory.

[vlamgat]

I had the same experience with no returned calls and "take-it-or-leave-it" attitude. As others have postulated, they have so much business they cannot cope at either the sales or support levels. Their disinterest in taking trades is because they have to manage the appraisal, repair and marketing which is a gamble relative to the trade-in price. So they are offering ridiculous trade-in prices: in my 2 estimates their offer was about 30% below the minimum price suggested by RV Trader for a specific model and options. when I queried this the sales admin told me that they have to do this because they do not get the time or have the resources to do proper assessments and find that owner misrepresent the condition of the RVs they bring in for trade. Putting these through their shop takes too long and implies the availability of spare parts which is not the case these days.

When I reviewed their Isata 5 inventory, I found that I knew way more than the salesman thanks to this forum and the wealth of information on the Dynamax site. Not surprising especially when their commission on discounted Isatas, various TTs and regular Cs is so much less than their Newmar sales which are rolling off their lot as fast as they can get delivery.

And like others, I got much better responses from other dealers but they did not have inventory of Isata 28SS Explorer and did not expect delivery for many months if at all.

[johndjmix]

It’s funny how many businesses of all types don’t call their customers back. I personally deal with every message left by every customer at my office. Email or phone. It takes a lot of my time but I feel it’s a great opportunity to get to speak to customers and discuss their needs.

So many times customers seem surprised we called them back. It seems normal these days for businesses to not return calls. You don’t make sales and money by not calling people back!

The RV industry right now is booming big time. I’ve been seeing coach’s sell for full MSRP and that never happens. Most likely y your not getting return calls...they don’t need the business there is a ton of walk ins keeping them busy.

—john

[dmctlc]

I agree when I bought my DP in May this year dealer was great very responsive. Had to bring it back fir warranty work once they kept on top of it and quickly took care of things but end of August one of the levelers went and here I sit waiting for it back before I leave for a 2 week trip to TN. Promised me the part was due in the end of the week. Since Thursday not a peep out my service person. Forewarned them and the SM today I'll be stopping by there twice a day and let it be known whats going on. If I find that part isn't in or my MH is sitting bc they have new ones and other sold ones to get out. They won't be pleased with my review and I'm finding out more and more reviews do hurt the bottom line, people do read them.

[ConcordKen]

Funny how time and history changes things. We bought our first ever RV (and still going strong), a Coachmen Concord 300TS, from MHSRV in 2015. We drove there from northern Nevada to pick it up and drive it back. The whole purchasing experience was great (the drive back was eye-opening but that for another time). 5 years later sounds like not so good and I'm sure there is an explanation for their downturn. Sorry to hear it.....Ken

[vlamgat]

I think MHSRV's operation is tough one to manage given the variety of product, models and systems contained within each. But I had the same run around from them in 2013 when I tried to purchase an Isata. Neither they nor the factory (pre FR) were able to give me a quote. Went to Born Free, spec'd quoted and ordered in 3 days and picked it up 4 months later. It may be a function of the sales staff (lack of knowledge or disinterest) or as previously suggested, the overwhelming volume of high $ demand.

Just try to get reservations for camp sites if you want to know how strong this surge has become. Despite this however, some of the Wall Street pundits are suggesting the demand has peaked and things will be easier in 2021 as many discover that RV use is not plug 'n play.

[milkman55]

MHSRV was sold to a venture capital group back in 2018. The same group bought several other RV dealers.

MHSRV was a family owned business. Dad retired, sold the business for a fortune and left son in charge. Does this story sound familiar........

https://rvbusiness.com/rv-retailer-l...me-specialist/

[rskeans]

Thanks for the link. That explains a lot!!! WAS a great dealership. Now the jury is out. If my old salesman is still there there is still a chance of success.

[johndjmix]

Not defending poor customer service, but owning a retail business myself I see the challenge. A little off topic but hers my take on it from a retailer (not RV related) side.

We sell a certain part for $30, we make $2 on the sale. It’s a complex electrical part that’s not meant for people not familiar with its operation.

I can tell you last month we sold 72 of these. That’s $148 profit assuming no returns.

We then took 19 support calls on this part resulting in 9 hours of our customer service. Average pay for our customer service is 18/hr. So that’s $162. So we loose money on this part.

1. Can’t raise the price as it’s an industry standard price. We wouldn’t sell any

2. Customers order this once, it’s not something they will normally need again.

3. Can’t stop selling the part as it’s something many experienced customers need.

While the people in our office we busy supporting the people who bought this part they had to let some sales calls go to voicemail - more money lost.

So it’s a tough call. I can relate this to RV dealers. Many people say “you always give good customer service so the customer comes back again and again”. I wish that was still true these days. Customers these days go to the lowest cost retailer almost every time. Very little (but some) customer loyalty these days.

We are solving this issue in 2 ways:

1. Be very clear there is NO customer service for this part.

2. Offering customer service via video chat for this part at a per minute cost to the customer.

I have no problem paying extra to have that customer service. Seems that’s the way many industry’s are heading to.

—John

[bclemens]

In their defense, it is one of the few places that keeps just about all of their units (at least their Dynamax's) plugged in and A/C's running all the time with water in the fridge.

They are NOT a pushy sales place. In fact quite the contrary, when you arrive they give you a golf cart to look around at your leisure. That is just their model...where most places will put a sales guy on you from the start and be there at every moment. Some people get used to this and so the freedom to wander feels like no one cares.

Add in the boom in the market and I am guessing their sales guys are in fact a little overwhelmed. No excuse not to call back, but I also don't know what took place on the phone calls. And yes, they likely give wholesale book on trades because there is zero fluff in their up-front margins. They don't play the games over-valued trade games...and this works for probably 90% of their customers.

[vlamgat]

Originally Posted by bclemens

In their defense, it is one of the few places that keeps just about all of their units (at least their Dynamax's) plugged in and A/C's running all the time with water in the fridge.

They are NOT a pushy sales place. In fact quite the contrary, when you arrive they give you a golf cart to look around at your leisure. That is just their model...where most places will put a sales guy on you from the start and be there at every moment. Some people get used to this and so the freedom to wander feels like no one cares.

Add in the boom in the market and I am guessing their sales guys are in fact a little overwhelmed. No excuse not to call back, but I also don't know what took place on the phone calls. And yes, they likely give wholesale book on trades because there is zero fluff in their up-front margins. They don't play the games over-valued trade games...and this works for probably 90% of their customers.

Salesman told me that their trade-in price is determined by auction prices which seldom/never price options into the bid/offer prices. If you can get a dealer's license and have the time to crawl over RVs and have information on list prices - an auction is the very best place to buy. A NASCAR team was able to buy a 6 month NEWMAR at 50% of list. They normally rent but could not find one!

[Cyote61]

We bought a DX3 from MHS in Jan. Great to work with and no complaints. We spent a week there making sure the unit was working perfectly before we left. Never been treated better.

[vlamgat]

You camped for a week on the MHS site? Did you have to reserve a site?