Sierra RV’s mission is to make sure all customers have a fantastic experience at our dealership. Remember, it’s you and me and a Sierra RV.
January 22, 2012
Cathie, My wife and I went to your rv show and bought the 31RG denali and we love it.. We wanted to thank your staff from shane in sales to Bryan the business manager, mike and the girls in the store where great and then when we got it home something went wrong with the propane regulator and your service man came out to the rig and fixed it!!!! Most dealerships will not do that and you guys went above and beyond to help us. We want to THANK YOU as you have earned a customer for life and we have told our friends and will continue to tell everyone about your business. Once again we wanted to say thank you very much. P.S. keep up the great work you all do to make rving fun.
(Thank you Marc. I appreciate the feedback. Cathie)
To the Owners of Sierra RV: Sorry, but I don’t remember you names. Harv and I want to express our appreciation for the wonderful service department you have, especially Leanna and Jamie. They always go out of their way to take care of any problems we have and always seem to know how to solve them! They are the best and we feel you are so fortunate to have such great employees. Sincerely, Susie and Harvey
(I agree, Susie and Harvey. Thanks! Cathie)
Mr. and Mrs. Paul MacDonald, in these times when we tend to complain about everything it is nice to take the time to recognize the good in our day to day dealings. As an RVer I have been doing business with Sierra RV for years and I am always pleased with your friendly, professional and courteous staff. I would like to bring to your attention two of your employees who continually meet the customer’s needs. They are Janice Caster and Jamie Bouch. Both these ladies personify excellent employees on a daily basis and are always a pleasure to deal with. I wish you and your staff many successful years and I will continue to patronize your business for years to come. Restfully yours, Don A.
(Thanks, Don. I agree. We are lucky to have them.)
Justin- I wanted to thank you for the attention and service that you gave us regarding the parts for our 5th wheel trailer. My parents had a camping trip planned for today , and due to you, we were able to receive the parts in a timely manner, and fix our trailer in just the nick of time for them to get on the road. Once again thank you very much, your work in this matter did not go unappreciated. Thank you, Bernadette S.
(Thank you, Bernadette. I’m thrilled we were able to take care of the problem. Cathie)
Hi Leanna, We have decided to wait until we get home to have our RV problems taken care of. We only have a few days to visit family here and decided not to take time away from that to have it repaired. Thanks for making the effort to fit us in. your competition in town wasn’t willing to do that. Gene. P
(Thank you, Gene. That’s what we do. Cathie)
April 2, 2011
To The Management Team: Subject: Outstanding Customer Service-Brandon Spurlock & Janice Caster
I would like to recognize and thank two of your employees who recently provided me with an outstanding customer experience. In January, 2011, I purchased (on-line) a Carefree of Colorado pull-down sun shade (Soft Ascent Visor) for our 2003 Fleetwood Revolution Motorhome. (It was actually a Christmas present from my son…Dad was a bit late in ordering the thing.) After I installed the shade, I noticed that the screening material at the bottom was pinched and rolled and not manufactured properly. I contacted Carefree, and they stated that I would have to return the shade to a retail outlet for inspection and warranty repair or replacement. In early March, I called an RV dealership near you, and I was assured that they could handle the problem. When I brought the shade to them for assistance, I was told by one of the parts employees that the “boss” had a change of heart because of past warranty problems with Carefree. They could not help me. “Nice,” I said to myself. Then I remember that I had just passed your place of business a few minutes earlier. I had never been to Sierra RV before. After I entered your Part Department, I was soon discussing the situation with Brandon Spurlock. He did not hesitate at all. After looking at the shade, he quickly offered to assist me in processing a warranty review with Carefree. He never asked me if I had been a previous customer OR if I intended to buy anything while at the business. And he never mentioned past warranty issues with Carefree. In fact, the pictures he took of the shade captured the defect incredibly well. He explained that he would forward the info to Carefree and let me know in a few days of their decision. Cool. Sure was a different experience than what took place a bit earlier down the street. I took my original shade with me and waited for the results. Early the next week, Brandon and I talked, and he told me Carefree would send out a replacement. And that’s just about when the defective shade concern took a life of its own. And that’s also about the time Janice Caster took ownership of the situation and helped get the thing resolved. It seems that the replacement shade that Carefree of Colorado insisted that they send out somehow got lost by UPS. Janice and I had a number of conversations about the whereabouts of the new shade. She made calls to Carefree, to UPS, and to me…all done trying to help a customer who didn’t even purchase the item from your business. Amazing! I even called Carefree on a Friday afternoon trying to get someone over there–anyone–to help. And I am fairly certain that is a conversation the Carefree person will not soon forget. The following Monday, Janice called to let me know that Carefree was sending out a new shade. The next day, she called to inform me that the shade was in. Finally… I would like to applaud Brandon, and especially, Janice for their outstanding efforts in helping me get this problem resolved. One might expect this type of effort for a previous Sierra RV customer. But they didn’t know me from “Adam”, so to speak…yet they made it their business to assist me. Bottom line…they not only helped me get the new shade, they also helped make me a future Sierra RV customer. And I will tell other RVers of the great experience that I had at your business. Thanks again, Brandon and Janice…and Sierra RV Super Center! Sincerely, Dave B
(Thank you, Dave. I’m glad we could help. That’s what we’re here for.)
Finance @ Sierra RV Ok, Bryan. I didn’t redact anything…so my life is in your hands. (You are the first I’ve trusted like this…somehow, it feels ok to trust you. J) Meghann and I are soooo excited…hope everything works out. Jim
(Thanks for trusting us, Jim. That means a great deal. Cathie)
Dear Catherine MacDonald, Judy and I wanted to personally thank you and your staff for such excellent help in us buying our motor home. Kat and Bryan were a great help and were there when I had questions. Bryan got us a great rate. Kat had the motor home all cleaned up and ready to go and Mike was very helpful in explaining the functions of our motor home. Judy and I are very excited and are ready to take our first trip. We look forward in doing business with you and staff in the future, made us feel like we were family. Thanks again. Jerry and Judy S
(Thanks, Jerry and Judy. It’s a pleasure to have you part of our family. Cathie)
08/11/2010 Sent to the editor at the paper.
In this economy it is tough for some business to stay open but when they have to close it is not always just the economy but how they have done business all along. For example, my husband and I started shopping for a new 5th wheel over a year ago so we went to the one closest to us in south Carson. No one even came out to see if we could like service and we tried 3 more times at that location and finally gave up with them. We then went to an r.v. show and met a salesman from the north Carson r.v. sales and one for Sierra R. V. During the year the Sierra salesman called up a couple times about 5th wheels they had gotten in that we might be interested in but never heard from the North Carson business even though we stopped in there three or four times. When we were ready to buy, guess who we went to. Yes, the one business that cared about taking care of us and getting us what we wanted. No pressure. Just good service so thank you Terry and Tom from Sierra RV for understanding what a customer means. That is the difference between staying open or closing: customer service. Thelma R
(Thank you, Thelma. I appreciate your feedback. Cathie)
To the Staff of Sierra RV Attention Dave O’Brien
The Bighorn fifth wheel towed really well and we are extremely grateful for all of your help. Sharon and I were deeply impressed by your sincerity to help and your professional attitude. You are extremely efficient with what you do. Thank you again for you help, professionalism, and courtesy. Bob and Sharen B
(Thank you for being such awesome customers. Cathie)
David, Brian, Mike, Janice and all of Sierra RV
There is only one word comes to our mind to describe your customer service. WOW!! Thank you all so much for making our recent RV purchase such a great experience. Happy Trails, Leon and Donna W
(Happy trails to you! Thank you for your business. Cathie)