Olivia Sautter
1/5
We made an appointment at Custom RV months ahead of time, came in Thursday evening for an early morning appointment on Friday. We pulled the rig into the bay and after a few hours, the owner came out and told us that the parts for our rig had not yet come in. The package was delayed by FedEx, but that they should be in that same day. Fine. We continued to wait until after 5pm, when he finally gave us another update that the package had still not arrived. He sent his people home for the evening and asked us to keep an eye out for it should it come in by 8pm since we needed to spend another night in their parking lot (foregoing the site we had already paid for at the RV park because we were supposed to have an installed Vroom system at this point). The package never showed up.
Come to find out, the parts were only ordered a week before our arrival (previous Friday after 5pm) and were subsequently not shipped out from Vroom until Tuesday. That was issue #1. Delayed or not from FedEx, they literally had months to order these parts. No excuse.
Issue #2 was the lack of communication with what was going on. We had to wait hours for the initial “the parts are not here” and until 5pm to hear that they still weren’t here and that we’d need to stay another day and hope they would show up. We weren’t planning on staying longer than a day and had only enough water in the tank to last us one day.
Issue #3 occurred the next day. The next morning, Saturday, I decided to find this package myself since we weren’t getting much communication from the owner. I used the FedEx tracking number given to us to track down this package. I spoke with multiple FedEx representatives who initially told us that the package wouldn’t be delivered until Monday because Custom RV was closed on Saturday. I took it up the ranks and finally spoke with a manager who was able to work on tracking it down for us. He told us that the package was being held at the FedEx hub in Mississippi about 45 minutes away. I told him that I was willing to come and pick it up, but my name wasn’t on the package. Custom RV’s name was on the package and they would need to pick it up. We gave the owner a call and told him what we had found. His lack of enthusiasm to pick up the package was apparent, stating that he “…had some metal to go pick up there so [he] would combine the trip and go pick it up.” Some of his metal parts he was picking up for another job had an issue and he was delayed further. We waited all day until around 3pm when he returned with a couple guys to start working on the slide.
Finally, parts in hand, the guys started to work on the slide. We had a long drive ahead of us and prayed this install wouldn’t take long so we could get on the road and arrive to our first stop of our 10 hour drive before it got too late. Unfortunately, this is where issue #4 happened. We were waiting in the waiting room and the owner called us out to talk about a problem they’d run across. Apparently, the Vroom system requires rollers under the bottom of the slide to support the new tracks. For some reason, our model didn’t come with the rollers. “Is this something you could not have seen the first day, in the first hour?” we asked. “We have never come across this before.” was the reply. While Vroom holds most of the blame for this issue, Custom RV could have saved us nearly 47 hours in their parking lot by determining that in the first hour we were there when we rolled it into their bay.
By this time, it was nearing 4-5pm. Frustrated that we had wasted all that time, paid for a site at the RV park we couldn’t use, didn’t end up with an installed slide we had been looking forward to for months, they added a few extra band-aid screws on our twisted slide track, packaged everything back up and sent us on our way… free of charge. Charging us for that “fix” would have been issue #5.
We found an overnight spot and pulled in after 10pm, being quiet to not disturb other guests. To say we were not happy is an understatement.
