Customer Feedback

2/7/12

I do not believe in "anonymous testimonials" and to be responsible for my comments my name is Keith Howard and I am a Professor at RIT (Google me to verify).

My wife and I own a Winnebago View that has experienced various problem over the past 2 years and in solving those problems we have tried most RV repair establishments within the Rochester area and we have been disappointed with most for a number of reasons but Never with Ballantyne's. I am 61 years old and have been dealing with motor mechanics for about 43 years so I have a good understanding about all things mechanical.

Recently I had a roof leak in the Winnie's roof that Ballantyne's quoted 80% than the establishment where we originally purchased the Winnie..they sealed every visible seam in the roof and reasoned that should have solved the problem. But No the leak persisted. Their roof sealing guy drew on his many years of experience and to solve the problem he moved around the Winnie on an 8' ladder to view areas of the roof that could not be seen from standing on top of the roof or the ground and he found a large hole hidden under the awning and sealed it. They felt for sure the problem was fixed and did not charge us any extra for this second visit. Then on the way out of their facility the skylight started leaking. Back it went and they completely remove it re-sealed replaced and resealed it . and again they did not charge us any extra. ..And the roof-leaking problem was finally solved. THRE IS A COMPANY THAT STANDS BY THEIR WORK... How many companies have this level of integrity these days. I have been there a number of times for other work and they always do the best thing for me... When my power stairs stopped working they never replaced the motor but rather cleaned the electrical connectors that switch them on and off. a vast difference in cost to replacing the motor that operates the stairs. When my Onan generator exhaust pipe needed fixing which necessitated removal of the generator they only quoted 2 hours labor when in it took 6 hours because of rust . And while the generator was out they did its first service.. Which I bet will save it from early termination. Again they stayed with their original quote. Again where do you EVER find integrity and CUSTOMER SERVICE like that anywhere anymore ? They have earned a Lifetime Customer in me and a level of trust that I rarely give to any business.

Keith Howard, Rochester NY


10/26/11

Mr. Mark McMann; I want to thank you and the Ballantyne RV Team for making the purchase of an Ever-Lite travel trailer a joy. The Ever-Lite product caught our attention immediately, which started our quest for more data and the RV dealers that carried this product. Thanks to the Web, we started to scan the dealers inventory with in a 500 mile radius, then send out our questions on price and all the other who, what,when,and why's. The search narrowed down in a few short weeks to four RV centers, Ballantyne being one of the remaining four. I really believe after setting down with Larry Bonacci to hear why we should buy from Ballantyne RV; I liked this business savvy. I also liked his back ground, being an ex-Kodak employee meant he attended the required training in organization values. Never did he misrepresent the business or service of the business with politician type promises or give negative remarks on Ballantyne competitors. He has strong beliefs in Business and Customer Values; Trust, Commitment, Excellence, Documentation, Quality, Voice of the Customer. The business values start the minute you walk into the showroom and meet the first representative of your business; from the custodian to the owner. Everyone who wears the Ballantyne hat has the power to loose or win a potential customer for present and future sales/service. Larry's commitment earned our business; I will pass on to family, friends and the biggest group of all; the other campers his name. I believe him when is says the sale does not end when the product leaves the lot. Cheryl and I both are very pleased with your dealership; they make it their business to win your trust the first time, so will you will want to return. Larry one last item for future sales; if we bought this camper in Grand Rapids just to save a few hundred dollars it would have been a big mistake. Our new address would be in Grand Rapids, Michigan while this mess was being taken care of. Ballantyne RV; Customer service: commitment to excellence. Timeliness of service, Courtesy, Quality, Feed back provided Cleanliness of Area (service departments bath room; spotless). Professional team attitude, (working together) Ellen and Kelly did a fantastic job in getting us through all the purchase and warranty paper work; sign here and initial that please. Thank you both. Gary with his knowledge sure made the visit to the parts department worth our time; he had all the answers and got us the parts and appliance covers we needed. Thank you. First impressions are usually the rule on how a service department functions and how the personnel treat your property. Doing things right the first time and doing the right thing is everyone's responsibility. With 10 being perfect, the service area would receive 8.5 in all categories; again the personnel are top in Customer service: commitment to excellence and professionalism. The team of professionals who worked with Cheryl and I on the walk through are the best in their trade.Morey impressed me with his ability to teach/get the instructions across clearly and to inspect the young Josh's work before we moved on. Jim is very good in instructing the how too and the dont's in hitching and unhitching the trailer safety was always stressed. Mr. Mc Mann, I would like to stress it again I have nothing but praise for Larry in the handling of the many quality issues and concerns relating with our Ever-Lite camping trailer. Cheryl and I can't be the exception in requiring good quality workmanship in purchasing a product; sad day if this is true. We just love this unit, But! were surprised to some sloppy workmanship. Thank you, for addressing our concerns. Ken & Cheryl Moore

10/4/11



9/23/11 The Ballantyne team treated us well throughout our entire buying experience. Our salesman Larry Bonacci went above and beyond our expectations. He asked questions to understand what features we wanted, answered our questions and followed up to our e-mails in a timely manner, and worked hard to help us find the "right" model. Once we decided on a model, the sales managers got involved and gave us what we feel is a good deal on our new trailer and trade. Finally, our trailer was delivered to our site and leveled by Dave from the Ballantyne team. He even lowered the jacks and stabilized the trailer before he left with our trade in. My wife and I can not say enough about the exceptional customer service we received at Ballantyne. We are enjoying our new Hornet trailer. Thank you, Nan and Joe. Rochester, NY

Mr. McMann, I hope you don't mind me emailing you directly but I got your name and email off the Ballantyne website. I recently purchased a used popup camper from your store and wanted to take a moment to tell you how thoroughly I enjoyed the entire process. I'm a first time RV buyer and going into this experience I was a bit leery, mainly from years of used car purchases... After locating a few campers online I dropped into your store to view them. Going in I expected heavy pressure sales people, finance managers looking down their nose and more than a few underhanded sales tactics. However my experience in your store was so far from this that I felt I needed to write and let you know how well your people treated me. Although in general all your people were helpful and courteous, I'd like to point out a few that stand out for me. First off Dwight Heinzman helped me with my purchase. He was polite, kind and listened to what I needed/wanted from my camper. Once learning I was a first time he was more than happy to walk me through everything the campers can do as well as anticipate and answer any questions I had. Although Dwight kept steering me in the direction to make a purchase, never once did I feel pressured to get something I didn't want, and never once did I feel he used any "high pressure sales tactics". It was so refreshing to find someone that actually cared about the customer and getting them the right camper that I felt I had chosen the right store right off the bat. Later, after I had issues with financing, Dwight worked with me to get the price lowered to a range in which I was able to purchase it out right. He actually called me back two days later (he had been off) after my deposit was refunded and worked with me to get it done. Clearly this was above and beyond and I would like you to know how much that meant to me. As if this story couldn't get much better¿ When I went to pick up my new camper the technician assigned (Sorry I know him only as Jimmy) gave me an excellent walk through of all the campers features as well as some repairs that he had done to it. He took his time, answered any questions I had and was kind and courteous the entire time. When he finished with the walk though I was confident I knew everything there was to know about that camper. We then hooked the camper up to my truck and discovered that the plug on the camper was damaged had to be replaced. He fixed this in a flash and I was ready to go. I had just started to leave when my electric brake controller started registering a short circuit error. After Jimmy checked my truck and verified there were no issues with that, he began looking at the trailer. Jimmy and several other techs worked on my camper trying to locate the source of the short circuit. Almost an hour later Jimmy finally located a small wire rubbed bare inside the left wheel. The bare spot on this wire was so small that I can see why they had such trouble finding it. Once found, a quick splice job had it up and running. His professionalism and attention to detail could have prevented an accident should those brakes have failed while I transported the camper home. In short I had an excellent first time experience with Ballantyne and I'm looking forward to coming back when it's time for me to upgrade. Thank you for your time. Regards,
Jim, Hilton, NY