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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: <>
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 []
Sent: Friday, June 15, 2007 2:33 PM
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 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.

-----Original Message-----
From: "Kelvin Gurney"
To: "Mike Eagan" <>
Date: Tue, 9 Jan 2007 19:09:55 -0900
Subject: Re: FRV Thank You

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,

April 2006
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)

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

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


The Fellhauer Family

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
  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."

"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."

Dave (with daughter Amber), Morgan Hill CA

"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
Gilroy, CA

"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."

Ester & Nativadad

"You all made a difficult choice a lot easier. The 1986 PACE ARROW has been a great adventure and the trip to Reno was a great weekend. The event marks the beginning of our traveling season and is running good with some minor work. The first two days were scary because we had to adjust our driving to such a vehicle to establish the comfort. For our family, on Thursday we had some problems, but knowing we had the ability to call you. It made our trip safer. When our RV stop going up the hill on Thursday all I had to do was call you, and follow your tips. You were right and it put us up and running in no time at all. The traveling conditions were perfect and the driving was intense as everyone was trying to get to Reno. I can’t wait until our next trip! "Cristobal and Liduvina (photo was not taken )

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 ( 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.
Frank Flonnoy

PalmSource, Inc.