Overview

Overall Rating 4.5/5Overall Rating 4.5/5Overall Rating 4.5/5Overall Rating 4.5/5Overall Rating 4.5/5
4.5

(94 Reviews)

91% Would Recommend
Latest Review 6 months ago

Review for Poulsbo RV Mount Vernon

TG
Tony G.
Coupeville, WA
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
09/01/2020
Amazing purchase experience
As a new customer of Poulsbo RV, I wanted to share my feedback and purchase experience with the staff and organization. Specifically the Mt Vernon location. In July of 2020 we spent several weeks looking to replace our 10 yr old travel trailer. Shopped all the major players in Western WA then went to Poulsbo RV. Met with Clint Ross and spent several hrs telling him about our needs and having him show us several units. We fell in love with the Crossroads Sunset Trail 253RB and put a deposit down on it. But after looking at the unit closer, I decided the unit would be a bit too heavy for my F-150. Went back a week later to discuss this with Clint. He showed us some other units but nothing that fit all our criteria. So we got our deposit back and our search continued. A few days later he called us to tell us that Crossroads makes a Sunset trail Super Lite 212RB and that they had 2 on the way. That unit sounded perfect We negotiated an outstanding price, placed a deposit for that and signed the preliminary paperwork. While waiting for delivery, Clint stayed in touch with us weekly. First to answer many questions I had. Then to inform us of an expected delay. A week later to tell me our unit had just arrived. We went back on August 8th for the PDI, final paperwork and full deposit and took delivery. As a previous RV owner and contractor, I’m pretty obsessive over details. I insisted that we get a thorough PDI and that I have as much time as I needed to thoroughly inspect and test EVERYTHING top to bottom. They had no problem with this.
Jesse Durfee was assigned to us as our service tech and Annaka King as our service rep. That day was Annaka’s day off but she came in for our scheduled pick up to meet us and put a face to the name. She also took it upon herself to learn how to pronounce our last name properly. (No easy task!!). Very impressive.
Jesse was outstanding. He covered everything, took his time with us, answered all of our questions. We never felt rushed like we did when we bought our 1st unit from a competitor. He even came back over to us after he was done with another customer when he saw me still inspecting. He saw I was taking notes with my inspection checklist and proactively came over and wrote down his name and cell number. He encouraged me to call anytime with any questions, which of course I did. His follow up texts were prompt, professional and thorough.
After our first 2 shakedown trips, I documented all the issues I had. Not a whole lot, but enough that follow up was needed with the service department. I sent the list to Annaka and explained that I’m a contractor so I could easily take care of the issues myself and would prefer to, but would want to be compensated for that. I received a response the next day from her boss Mike Caporusso, the service manager addressing each issue one by one, thoughtfully thanking me, empathizing with me and offering a credit for me to use at the parts department for accessories. I must say at this point I was blown away with the service from each and every person I dealt with in that company. In this day and age, that kind of consistently superior service is almost unheard of, especially in this industry.
You should know, I did my homework on this company and specifically the Mt Vernon location before purchasing. I will tell you I was initially very hesitant to proceed based on the reviews I was reading. The sales staff had fair to good reviews. The service department had, shall we say, less than flattering reviews. So I was nervous but decided to take the chance and make the purchase anyway. Boy I’m glad I did. Every employee at this location has blown me away with top notch, 5 star service and has far exceeded my expectations every step of the way.
They go out of their way to make you feel special and address every need. I have raved about this company to my friends and referred them to 2 neighbors. Hands down the best!!