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Service after the sale, why a service contract!!
From: roberta@xxxx
Date: Mon, 2 Nov 2009 15:19:01 -0800
To: <matt@familyrv.com>
Subject: Re: Converter
To Whom It May Concern,
I bought a 5th wheel from Family RV, and it has been the best,
most enjoyable experience I've ever had. I bought my RV as a home,
not for vacations, and am stationary in a park near Half Moon Bay.
The purchase experience at Family RV was very positive, and the
best decision I made during that time was buying a service contract.
We all know that sometimes when you purchase a high-priced item
like a car (or RV), sometimes it seems like after you get it home,
all the parts decide they want to fail. Perhaps it was the age of
my RV (8 years, which is probably when parts start to go south)
or the fact that I am living in it full-time, but I've had some
failures over the past few months. If it hadn't been for the service
contract I purchased, I don't know what I would have done, especially
since I live alone. With the contract, I've paid a small fraction
of the cost of repairs, instead of huge amounts of money for replacements,
and I can always rely on Matt and the service department for their
advice about what to do. I highly recommend buying a service contract
to anyone purchasing an RV - I'm sure glad I did.
Below you will find a small sampling of how the hundreds of satisfied
buyers feel about the Family RV buying experience.
All of us at Family RV welcome you to our circle of customers and
friends.
 Jim
and I took our first up the Oregon
coast and stayed at Brookings and Coos
Bay.
While in Coos Bay
we had serious plumbing problem, the black water tank would not
drain and it was full. I'll save you the details, it was not
pretty. It was a weekday when this happened so we called
your service department for help. Jim spoke with Ron in your
service department. Jim was in a snit over this and Ron was
absolutely wonderful and handled the situation very professionally.
He calmed Jim down and walked him through all the details how to
resolve the situation. He explained to him how the black
water system was constructed and it was probably clogged from sitting
for so many years with no use. We figure the black water tank
was never drained and what was in there was compacted.
The problem was resolved by the RV park attendant ate Coos
Bay that
had a small sewer snake and was able to clear the clog.
We
left Coos Bay
and traveled down to Port of Brookings and stayed right on the ocean.
This is our favorite spot, Beachfront RV Park, Port of Brookings.
It's right on the beach. After Jim completed hooking everything
up we only had power to the back half of the motor home.
Jim figured somewhere there was a breaker switch that had tripped
and needed to be reset but he couldn't find it. So.....he
called Family RV and spoke with a salesman named Alan. Apparently
he's an educated RV'er and knew exactly how to help us. He walked Jim
through all the possible locations of the breakers and helped us
fixed the problem.
Please
extend our appreciation to Ron and Alan for their help. They
both understood that we needed a little "hand holding"
because we are new to the motor home world. There is a learning
curve and bugs to be worked out. I certainly have a lot of
confidence doing business with Family RV. Your organization
is the best and very professional.
We
are planning to bring the Monaco back to Family RV to get a few
things fixed and will be calling this week for an appointment.
Granted, San Jose is not really convenient for us but
we feel very confident we'll get the best
service from Family RV.
Again,
thank you to all for your support and great service!
Jim
and Kathy Simontacchi
From: Sandra Kaul [mailto:s.kaul@sbcglobal.net]
Sent: Friday, June 15, 2007 2:33 PM
To: rick@familyrv.com
Subject: Re: Are you enjoying you new travel trailer
Hi Rick -
Yes - we absolutely love it. In fact,
we are getting ready to take it up to the lake near Burney for 2.5
weeks of fishing and camping. We love the extra space with the slide
out and have found our "bedroom suite" to be quite cozy....now
if I can just figure out a way to keep the pups from wanting to
join us! There are so many features that we have discovered and
Doug has added a few touches himself....a chrome battery/storage
box that matches the exterior chrome work, towel bars here and there
and some additional shelves in both of the front closet storage
areas, giving us tons of cargo space. We are really looking forward
to our trip.
I don't know if you heard, but we left our portable solar panels
in the trade-in and just last week discovered that. I called Alan
and he was able to find them - saving us hundreds of dollar in replacement
costs!
We will certainly send you more business as we can -
Thanks - Hope all is well with you -
Sandi Kaul
My husband and I would like to Thank
Roger Silva and the staff at Family RV for the excellent service
we received in buying our Sierra Fifth wheel yesterday. Roger is
very knowledgeable and his friendly personality is a pleasure to
do business with. We would highly recommended Roger Silva &
the staff at Family RV to anyone who is looking into buying a trailer/
RV. Thank you for the great experience and professional services
we received..Eddie and Geri Alvernaz
Customer Testimonial
--------------------------------------------------------------------------------
Rick, Alan and staff at Family RV: Pete and
I want to thank you very much for the wonderful experience
we had when we purchased our motor home last weekend. Rick,
you were very knowledgeable, asked us questions to match the
proper motor home based on our needs, and did not try to just
do a ’sale’. It’s very comforting to have
such a non-hasssle salesperson when inquiring on a possilbe
purchase. When we picked up the unit, Rick went through every
detail with us to ensure we were comfortable and understood
what buttons were for what feature, etc. We are very pleased
with the unit, all of your staff and will definitely recommend
Family RV to our friends. See you for our first oil change,
which will be very soon. The unit will be on it’s ’maiden
voyage’ with the Hofer Family in a few weeks. Again,
thanks. Pete and Terry Hofer
Customer Testimonial: Mrs. Dawn
Clark
________________________________________
We are now the proud owners of a trailer purchased from Family
RV. There is not enough space to tell you how great the buying
experience was for my family. Mike, our salesman was excellent,
going through everything and answering any and all questions.
I usually dread buying any high ticket item, you usually spend
hours haggling over the price, but everyone at Family RV was
kind, friendly, and we did not spend hours deciding the price.
And when we picked up the trailer(and the service guy who
helped us, I can not remember his name, senior moment!)we
were helped with everything, and I mean everything! Any questions
we had, were answered before we left. From the office staff
to the sales staff, the service people right up to the owner,
you will not find a better group of people to purchase a RV
from than Family RV.
1/11/07
-----Original Message-----
From: "Kelvin Gurney"
To: "Mike Eagan" <mceagan@familyrv.com>
Date: Tue, 9 Jan 2007 19:09:55 -0900
Subject: Re: FRV Thank You
Mike,
Got back home a few hours ago.
Alaska Airlines found my luggage, somehow it ended up on an
American Airlines plane.
Typical trip back, 
At 1:30am Canadian Customs was a little concerned if it was
safe for Canada to let me in.
Blizzard and whiteout conditions in Southern British Columbia,
(didn't put the chains on, but was sure glad I had them).
Drove through a herd of Buffalo in Northern BC.
Spent a night at -35 in Whitehorse and the RV stayed comfy,
(floor was a little cool but hey, guess that's what they call
roughing it! LOL).
Earthquake about 3 hours out of Whitehorse. Thought it was
the wind blowing me, but it was weird the way the trees were
moving. Turned out to be a 5.7 somewhere around Hanes.
Saw a wolf near the border. Only the 4th time in my 30 years
in Alaska I've seen a wolf in the wild.
-40 and lower in Tok. Brakes got a little stiff and the furnace
ran all the time, but I was still driving in my socks and
a t-shirt.
So, that's the short story. Tell everyone thanks. Let me know
when you get up this way, I've got a large home and your welcome
anytime.
Take care,
Kelvin |
April 2006
Alan,
First of all I would like to personally thank you and your
fine staff for the very enjoyable partnership My wife and
I have experienced over the last 4 years, you have all been
very nice to us in all of our dealings with you, I mean that.
It is with a bit of regret that my wife and I have decided
to end our consignment partnership as of now and hope to do
business with Family RV in the near future as renters. I would
ask that you mail the proceeds from the sale of our 2002 Winnie
to us at your earliest convenience and if there is anything
we can do for you please don't hesitate to ask, we will certainly
continue to recommend Family RV to all of our friends and
family. Thanks again and may God Bless you all.
Gregg and Linda (and Katie too)
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April 2006
Hi Alan,
I just wanted to say thank you to all the staff who helped
us get our rig ready to take home. Earl was our Salesman &
he was terrific! We had some delivery problems, but they were
addressed quickly. Two of your staff, who where actually leaving,
stayed to help us get out the gate! I'm am sorry that I do
not know their names, but they were great. Earl stayed &
helped, we learned that we needed a larger ball & our
hitch had to be taken off & that new one put on. I know
whoever did it was very tired & really just wanted to
go home. But the stayed, opened the shop made the necessary
repair & we were on the road! I would recommend your business
to anyone who was considering buying a new or used RV.
Thank you,
CJ & Jim
Redwood City CA
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When my wife
and I started this adventure a local rv dealer made a deal with
us which seemed solid. It wasn't. As  every
thing they told us began to change, even our financial agent,
who we work with quite often, warned us that all of this didn't
seem right to her. We had already made serious commitments with
regard to this purchase, and the clock was now ticking. After
a long and tiring internet search I noticed I kept returning
to Family RV. Their site was so easy to maneuver through, and
the pictures gave you a good look inside and out. I saw the
perfect trailer for my family. I contacted Alan, told him my
predicament, and began what I was now painfully aware would
be a stressful event. NOTHING COULD BE FURTHER FROM THE TRUTH.
Alan quickly and effectively worked with myself and my financial
agent. Without ever meeting and with only 2 other phone calls
by me( unnecessary calls I might add), I arrived early afternoon
that Saturday and was back on the road before dark. All the
family commented as we drove out smiling that was fast. We left
knowing a good amount about our trailer thanks to Phil and all
the wonderful friends at Family RV.
PS we didn't even make it past casa de fruta
without wanting to stop and camp. Thanks again to all at Family
RV
Sincerely
The Fellhauer Family
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We purchased 2 class A motor homes from Family RV and
placed them in their rentals fleet. The first Motor home
we bought in 2001 and we are still completed satisfied
with our relationship with Family RV |
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 The
Carrerow Family
June 16, 2001 Alden Carrerow, President of the International
Association of Winnebago Itasca Travelers Club just
purchased a 32' 2001 Journey Diesel. Al is joined by his
wife Alice and they are off to the WIT rally.
Thanks, Alan Cezar |
| Another
satisfied customer |
| Thank
you Gene for purchasing a trailer from Family RV
 "Thank
you Family RV. Val, my daughter rented from Family RV
over 2 year's ago and mentioned to me that they sold
trailers and 5th wheels. I have been looking to buy
a good quality trailer from a dealer that would give
me a fair price and good service. For over 2 years I
have been searching, from Monterey to Sacramento and
finally decided that the best dealer was Family RV in
San Jose. Family RV has it all I was treated by friendly
sales people and the service was the best, I even got
into the facility with the gardener's at 7:00 am on
the day I was picking up. I watched them set up my truck
and walk me through the trailer." |
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| Alan
Cezar, President
Family RV 2828 Monterey Road
San Jose, CA 95111
August 2001
Dear Alan,
ONE WORD FOR YOU AND YOUR STAFF
– FANTASTIC! I just purchased a 2001 Columbia 28BH “bunkhouse”
from Family RV. I have never had a better buying AND delivery
experience. I first met one of your Sales staff, Derek, while
getting parts in April for a trip to Big Sur. He showed us
units you had in stock and was kind enough to even show my
two sons the other trailers while I was being helped in the
Parts Department. When we came to your lot to “browse”
three weeks ago, Karen and Mike gave my wife and I the royal
treatment. My wife simply fell in love with the selection
you had. And we loved the way Karen and Mike showed interest
in our youngest daughter. She went home and bragged how SHE
got to see all the trailers and a “nice man and lady”
gave her a Frisbee! Karen answered all of our questions about
Keystone and gave us all the information you had.
Even though Columbia is a new
line of travel trailers for Family RV, Karen was knowledgeable
about Keystone and took the time to talk about Columbia’s
strengths over other brands. My family and I had traveled
all over the South Bay area looking at different brands, comparing
features. I researched various companies on the Internet.
We even surveyed owners on a recent trip to Morro Bay, California
on their brand of trailers. Nothing seems to compare to Keystone’s
Columbia 28BH model for the price. Best feature for family’s
needs was that the 28BH has TRIPLE bunks! My three daughters
jumped for joy when they saw that they won’t have to
share a bed when we head out for camping!! YEAH!
I can’t say enough good
things about Thomas and the rest of the folks in the Service
department. Family RV had already prepped our 2000 Ford Excursion.
He worked overtime to hook up my new trailer to my truck.
Your service staff took the time to make sure everything was
tested and ready to go.
We just came back from our maiden
voyage to Yosemite and Southern California. Everything worked
perfectly and no complaints or problems. This was the weekend
for “The Big Annual”, our yearly camping trip
we plan with family and friends. Everyone in the campground
saw our new trailer, and wanted to know where they could get
one. I pointed to the web site address on the back of the
trailer and said, “Just go to the web address here (http://www.familyrv.com)
for information on Columbia and Family RV.” One of my
relatives, an electrical contractor, called me and said that
he wants to come down to Family RV to see the selection you
have. He’s ready to trade in his tent trailer for something
bigger!
Alan, we just want to thank
you and the staff for making our first NEW trailer buying
experience so wonderful. We look forward to spending the rest
of the summer and many future years traveling in our new trailer.
Thanks again to you and your staff.
Sincerely,
Frank Flonnoy
PalmSource, Inc.
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"Family
RV is a great place to buy a trailer. Their staff treated
me very well and their service is excellent! (They even
detailed my dirty trailer without me asking, and at
no charge.) We recommend Family RV to anybody in the
market for an RV as they will give you a great deal,
followed by unsurpassed service. Thank you Alan for
your great service and help with my new unit." 
"Hello,
we are Manuel and Nance and we are standing in front
of our fourth RV that we have purchased from Family
RV in San Jose. The name of their business fits them
perfectly. Family RV. They treat you like family and
take care of you in a very professional way. They have
anything you want when you go camping. If you go anywhere
else you went too far and spent too much. They truly
make your dreams come true. All of their employees are
very nice and polite also. They told us it was a pleasure
doing business with us. Well, I feel it was a pleasure
doing business with them." Manuel and Nancy
"We
were looking for a trailer and called many dealers.
We found Family RV in the yellow pages and gave them
a call. We spoke to Charlie and got all the information
we needed. When we arrived at Family RV to look at the
models we were treated like royalty! When we came in
to do up the paperwork we noticed that we needed a roof
air conditioner. The sales manager, had one installed
for us for $ 250.00 (it usually costs $ 750.00) Thanks!!
Alan Cezar, the owner did up all the paperwork, he was
fantastic." 