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Old 06-07-2017, 04:12 AM   #1
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Another reason not to go to Tiara

Some of you probably saw my earlier post a few days ago where I told you about my RW being broken into while at Tiara RV in Elkhart, IN. About two weeks ago I scheduled an appointment to have the door repaired where they had pried it open. I told them I would be there waiting when they opened and I was. I told them my wife and I was going to make a day of it and we spent the day at Shipsewanna. I told my wife about 2:30 that we should be heading back to see if they had it done. When we arrived we saw it setting outside and we thought that we would be on our way home shortly. Wrong. When I walked in I asked the service manager how it was going and she said "We haven't done anything with it yet. But they will have it done by the time their quitting time arrives at 4:30." So by quitting time they had decided that it would be best to just put a new door on it, which has to be painted due to the full body paint job that is on the rest of the trailer. The only thing that they got done on it was to hang a TV in the living area which had been stolen. I'm seriously thinking about taking it to Colerain in Indianapolis to see if they can help me out.
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Old 06-08-2017, 01:14 AM   #2
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Originally Posted by Greg C. View Post
Some of you probably saw my earlier post a few days ago where I told you about my RW being broken into while at Tiara RV in Elkhart, IN. About two weeks ago I scheduled an appointment to have the door repaired where they had pried it open. I told them I would be there waiting when they opened and I was. I told them my wife and I was going to make a day of it and we spent the day at Shipsewanna. I told my wife about 2:30 that we should be heading back to see if they had it done. When we arrived we saw it setting outside and we thought that we would be on our way home shortly. Wrong. When I walked in I asked the service manager how it was going and she said "We haven't done anything with it yet. But they will have it done by the time their quitting time arrives at 4:30." So by quitting time they had decided that it would be best to just put a new door on it, which has to be painted due to the full body paint job that is on the rest of the trailer. The only thing that they got done on it was to hang a TV in the living area which had been stolen. I'm seriously thinking about taking it to Colerain in Indianapolis to see if they can help me out.

Greg C.,

Sorry to hear about your experiences with Tiara RV. Also, it is sad to hear about what is going on in that area around Tiara with all the break-ins and vandalism.

I am a former customer of Tiara RV in that I ordered and took ownership of my 2012 Redwood 36RL from Tiara RV in September of 2011. At the time it was my opinion that Tiara RV seemed to be one of the better RV dealers in the business. I remember their salesman at the time telling me they had to remove the TV's from their display coaches to help prevent break-ins for stealing the TV's. It appears they are still having that problem. It seems strange to me that they are still having that issue and, even after 6 years, they haven't done more to improve security.

I am somewhat surprised that you were even able to get an appointment with the service department for Tiara. Several weeks ago in early May, I tried to contact their service department via their online "contact messaging" link to make an appointment for some repair issues related to the gray and galley tanks which I am unable to do myself. I waited a week for a response and received none. So, I tried calling three times and each time was direct to the service department voicemail where I left a message to call me. It has been several weeks and I have never received a call from their service department.

After reading your previous post about the vandalism, I had concern about taking my RW to the Tiara facility and leaving it there for any length of time if it was just going to sit out on their service lot. Also, after not receiving any response to my request for contact in several weeks, I have found a mobile repair service that I will be taking my RW to their location and see if I can get the work done that I need to get done. This whole situation seems rather sad and strange to me relative to the lack of response to a request for service.

Good luck with working Colerain RV in Indy. I have heard good comments about them so hopefully that will work out for you.

Guy
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Old 06-08-2017, 02:10 AM   #3
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Your comments are exactly what my experience has been like. I can say that I called them several times and and always went to voicemail. When we bought ours we also thought the sales people were great to work with, but once we took possession and tried to get some warranty work done on it, it was darn near impossible to get hold of anyone. It also seems like they take care of walk-ins before they do appointments. There was a fellow there that had arrived just before we did and the lady told me they would get to me after they took care of him. Also we learned when we got there that they had another case of vandalism this past weekend. They weren't stealing stuff, just tearing stuff up. By the way hoosierguy, where are you located in Indiana?
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Old 06-08-2017, 03:32 AM   #4
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I used Tiara last June for warranty work, and they sold me and installed the 6.5 Onan.. At that time it was a little tough getting in touch with them, but I was persistent.
I arrived bright and early the day of my appointment, and asked them to call as soon as they were done as I needed to get to Morryde that afternoon so they could get all the measurements...
The service mgr called me right after noon stating I was all done.. I went back, got the scoop on how to run the genny, hooked up and left.
I couldn't be happier with the outcome of my visit, but that was only me...
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Old 06-08-2017, 10:38 PM   #5
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There was a guy that I assume was the service manager, named Scott, that we had always dealt with and when we arrived Tues morning we found out that he had left Tiara for another job. He always seemed to get things done for us but even then it was still hard to get through to them to get in and get things done.
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Old 06-09-2017, 01:43 PM   #6
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Originally Posted by Greg C. View Post
Your comments are exactly what my experience has been like. I can say that I called them several times and and always went to voicemail. When we bought ours we also thought the sales people were great to work with, but once we took possession and tried to get some warranty work done on it, it was darn near impossible to get hold of anyone. It also seems like they take care of walk-ins before they do appointments. There was a fellow there that had arrived just before we did and the lady told me they would get to me after they took care of him. Also we learned when we got there that they had another case of vandalism this past weekend. They weren't stealing stuff, just tearing stuff up. By the way hoosierguy, where are you located in Indiana?

Scott was the service manager in 2011 and seemed to be a very good fellow. Sorry to hear he is gone.

It is a shame how little attention RV dealers actually give to running a good service center. It must be the old 80/20 rule........about 80% give no attention to good customer service and 20% may give a little attention to good customer service.

I am located south of Fort Wayne about 15 miles.
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Old 06-09-2017, 04:31 PM   #7
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Scott was the Service manager last year when I got the Onan install and warranty work done.. He was harder than the President to get a hold of, Most of my contact was with Miranda. . .
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Old 06-10-2017, 01:07 AM   #8
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There is a girl in there now that is named Alyssa. Tues. when I was there she said when we left that she would e-mail an estimate on getting the door fixed on our RW. As of today we haven't seen it and I don't imagine I will see it.
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Old 06-10-2017, 11:26 PM   #9
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I've never had service work completed by Tiara RV, but I have ordered parts from them. They were very knowledgeable, helpful, and prompt. My parts arrived professionally packed, and in the timeframe they had stated when I placed the order. I couldn't be more pleased with them! I placed my last order about a year ago.

Bob
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Old 06-11-2017, 05:27 AM   #10
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We bought our new 2017 RW from Tiarra last Nov. Jim Schmucker, in sales, was very accommodating and we felt their service department staff were very helpful. Fast forward to spring of this year and we had to be more persistent with service, but like many RV dealers in the north, this is the busiest time of year. We finally were able to make an appointment this spring for some warranty work, but not all of it was completed and we drove off. According to their newspaper, there were nearly 20 thousand job openings in Elkhart County alone reported last fall. That said, there's a lot of competition to retain and hire good employees. Am sorry to see they lost Scott, however; Alyssa seemed very competent to handle work orders. Tiarra is located off the main frontage road and defending against vandalism is not an easy task, nor have they gotten a lot of help from authorities. Thoughts are, that the vandals are actually local drug dealers. Either way, none of this puts a good light on safety, especially when it's your unit. It's discouraging for any of us that had or are still using Tiarra RV, but I think in this situation, the owner needs to step up their game and deal with the problems; safety, security and service.
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