To: Peter
Beauregard, President
Ehler’s RV
Dear
Peter:
You cannot
imagine the timeliness of your letter of August 2 requesting
input concerning my experience with the Ehler’s RV Service
Department. While I typically am not one to write such
letters, I had already told my wife that I simply had to
write to someone at Ehler’s. The next day, your letter
arrived.
History:
When we went looking to trade trailers, Ehler’s was
actually our first stop. We were pretty picky about what we
were looking for at the time. Unfortunately, we could not
find anything that fit the combination of our specific
desires, our price range, and our weight requirements. We
eventually bought a new Salem at some other dealer.
We were treated very well. We received a fair trade on our
other trailer, and all the accessories we requested were
promptly installed. The owner of the company came by and
thanked us for making our purchase. So, all in all, we had
a very good purchase experience.
Service:
As my dual
cam system was being transferred to my new trailer, I asked
the gentleman doing the work if some kind of adjustments
didn’t need to be made to the hitch assembly since I was
going to a heavier trailer. He said no, I was all set. I
made two short trips and one long trip, a total of about
1,000 miles. The trailer just did not seem to me to pull
correctly. It did not feel like the weight was being
properly distributed. The truck, a 2005 Silverado 4X4 with
tow package, sagged in the back, and the trailer was down
some in the front. The typical straight line sought between
truck and trailer did not exist. I went to some
other dealer and
requested to speak with their hitch expert. One person said
she could help me. When I started asking my questions, she
said she had no idea and I would have to speak with someone
else. So, that person came out to talk with me. I again
raised my concerns about the hitch adjustments, and once
again was assured that all was ok. I made another 500 mile
trip and was not at all satisfied with how the rig towed.
The Ehler Experience:
I called
Ehler’s Service Dept. and was greeted by the voice of Roger
LeBlanc, Service Manager. I explained to him that I was
having difficulty towing the trailer, and offered that I
thought something was wrong with the weight distribution.
Roger very courteously answered all my questions, and then
asked me a few questions. He suggested that I make an
appointment to have the rig checked out from a safety point
of view. I brought my rig over for the appointed time. I
was finally able to meet Roger face to face. I thanked him
for the courteousies he had extended me over the telephone.
He said he remembered the conversation and would make sure
I was taken care of. I looked around your store a bit and
then settled into a seat in your waiting area. After
awhile, Peter, from your service department came out to
greet me. He said, let’s go for ride. Though I was already
impressed with the way I had been treated, I was astounded
to be invited on a test drive. No other RV dealer has ever
made that offer, and I have dealt with several. Peter said,
I have already taken it out, but I want to make sure you are
happy with it before we let you out of here. We took the
rig for a spin. It towed exactly the way I knew it should.
Peter told me that the distribution bars were not carrying
any of the weight. He reset the hitch to a different
position. He also discovered that when I went to a larger
trailer, I should have been given a larger ball. My 2” ball
was too small for the size coupler on my trailer. To say
that I am impressed with Ehler’s Service Dept. would be an
understatement. Have you gained a new customer?
Absolutely! And should the day ever come that we decide to
trade trailers again, Ehler’s will be our first, and
hopefully last, stop.
This
e-mail cannot do justice to how I feel about the Ehler
Experience. But I hope that somehow you can understand how
impressed and thankful I am. Now I have the confidence of
towing my rig safely. There are those who talk about
service, and then there are those who provide service.
Sincerely,
David L
Johnson,
VT
