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Old 07-02-2014, 06:49 PM   #1
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Thumbs down Contacting Redwood on issue but no response back

How long does it normally take redwood to get back to a customer on an issue. It's been three days now and still no answer back from them???
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Old 07-02-2014, 07:06 PM   #2
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We talked to them the day we called. Did you talk to a real person or leave a message?
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Old 07-02-2014, 07:11 PM   #3
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I have always had good response from RW, not that I have called them a LOT, but they came through great for us. I would call back, especially if you called over the weekend and got put into a giant VM log.
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Old 07-02-2014, 07:18 PM   #4
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I called on a Monday and spoke to terry and he informed me that he had to call dealership to find out details and would call me back that day. Called yesterday and terry was on break but no call back. Called again today and still I can't get a hold of terry. Other customer service personal I spoke with want the entire story and problems said all over again and once they finally track my file down they say terry is the one working on this but still no answer I getting kinda frantic here. Brand new trailer and haven't been able to use it yet
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David and Beth with our sidekick red heeler Queso the "big cheese". 2016 38GK with double unagaurd awnings with led lights and trailair air tri-glide pin box 8K axles with Linc System. 2012 Ram 3500 4x4 crew cab Laramie LWB Edge Juice with attitude with B&W 20k companion hitch.
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Old 07-03-2014, 12:24 AM   #5
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Quote:
Originally Posted by DLRAKOWITZ View Post
How long does it normally take redwood to get back to a customer on an issue. It's been three days now and still no answer back from them???
Call everyday and document the time and who you talked to and what was said. Also follow up with an e-mail if you don't get a return call. The next person in the chain of command would be Rick Drinkwine who is the Customer Service Manager. E-mail him at rdrinkwine@crossroadsrv.com. If no satisfaction from that point call the number on the Redwood website and ask for the Redwood General Manager, Jim Lazzarino. Jim is a get things done kind of guy. I think sometimes the techs get their hands tied and can't get the approvals they need immediately to satisfy all your issues. Redwood will get it done!
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Old 07-03-2014, 12:37 AM   #6
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Originally Posted by DLRAKOWITZ View Post
I called on a Monday and spoke to terry and he informed me that he had to call dealership to find out details and would call me back that day. Called yesterday and terry was on break but no call back. Called again today and still I can't get a hold of terry. Other customer service personal I spoke with want the entire story and problems said all over again and once they finally track my file down they say terry is the one working on this but still no answer I getting kinda frantic here. Brand new trailer and haven't been able to use it yet
You are dealing with the same thing I did. Mark Quinn(finally let go) told me, every time I called, that he would get back with me, but never a call back. Almost 2 months went by, with no help.
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Old 07-03-2014, 12:55 AM   #7
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You are dealing with the same thing I did. Mark Quinn(finally let go) told me, every time I called, that he would get back with me, but never a call back. Almost 2 months went by, with no help.
I agree. Mark never seemed to be as competent as some of the others. If Lynn Duggins is still there, he seemed to get things done.
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Old 07-03-2014, 01:04 AM   #8
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I can tell you that when I had issues, the tech was really trying to resolve them but he couldn't get an answer from his supervisor to get me an appointment with the service center. After almost 3 weeks I went to the top and boy did things happen quickly. Be persistent!
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Old 07-03-2014, 01:29 AM   #9
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Thank to all for everything I heard so far. I am down to the wire on getting this resolved by first of August If the trailer can't be even resolved by then our 2nd huge vacation will be cancelled as well and that will set me back a grand at that place since I booked it last year already. But thank you all for everything so far. I will start going up the chain of command to see if I can be heard there
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Old 07-03-2014, 02:23 AM   #10
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Can't help with alternate contact, but from my experience with Terry don't hold your breath waiting on him to return your call, he may be trying to get your problems resolved, but you will never know cause he never answers his phone nor returns calls.
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