Reines RV Center

Went to Reines with my husband a few weeks ago to purchase a fifth wheel. The sales woman we worked with was kind, knowledgable and patient. We felt comfortable spending money at an organization that started out as a family business. Ed, the finance manger was polite and understanding that this was a big purchase for us. He took time to explain everything and made sure we didn’t have any questions and that we felt comfortable. They had a great facility, great selection and a non pushy staff as opposed to some of the other dealers we looked at. The day we went there we also saw a few families with dogs! So nice to know a dealership is pet friendly. Our camper was ready to go on time and they walked us through everything the day we picked it up. So many people only go on Unilocal as they get joy in bashing businesses and post ridiculous negative reviews with issues that are small and trivial at best. I think it’s important to let people know when you have also had a fabulous experience and not just negative. We will be back to Reines and will be referring our friends.

Service department is horrible. It takes weeks to get an appointment for service, and even longer if you can’t wait with your rig for them to finish the work. They don’t do state inspections on Saturdays. I’ve given them several tries, but they have yet to figure out what customer service means. Save yourself some hassle and find another place to get your work done.

Told them I was just looking, but guy stilled followed me around, in and out of the RVs. A little creepy. Really need my space. If I have a question I’ll ask.
Also some issue about whether I could see trailers outside on the lot. Apparently not on Sunday, however other salesmen were telling their customers to go out and look in the lot. Will hesitate going back.

Service manager (Jerrell), service manager (Brad), and most of service department are both incompetent and rude. Could not get their story straight about what was wrong with the vehicle, became angry and rude when they themselves could not explain what what was wrong with RV, tried to sell me a new chassis battery, then later changed their minds twice and said it was something else. Then, could not find parts while I waited forever during appointment because ‘everyone must be out to lunch right now’. They were also dishonest about what needed to be done and tried to sell me a repair which they later admitted was not required. When I questioned this, Jerrell especially, but also the manager were incredibly rude — because they had been caught of course. My in-​laws also had a very bad experience here. I highly recommend an alternative, such as Restless Wheels — they are very nice in comparison

I dropped off our travel trailer and never heard from the service center. This is after waiting to bring it in for two weeks because that was when the next appointment was available. So after hearing nothing for two weeks– to get the camper winterized and get some seals replaced –I called. The service rep said they were waiting for a quote for the seals. After hearing nothing for another two weeks I called again and basically called them on poor customer service. They finally completed the job and asked me to come and pay for it two days before Christmas. Bottom line– take your business elsewhere.

Stopped in to Reines with my husband to look at and potentially buy our 3^rd RV from them. We were a little surprised to see fair-​style gating surrounding the RV’s, but we figured they were just trying to protect their investment, so no big deal. We knew we were looking for a specific unit so we continued to walk throughout the front lot trying to scope out the unit we had seen on the Reines website. After 10 – 15 minutes, our presence was not noticed so we decided to walk in to the store in hopes of finding a sales person.(that in and of itself is supposed to be unheard of on a sales lot considering most sales people are quick to jump on a potential sale). So we continue inside, we spot a receptionist on the phone and we motion that we are going to look at the models in their showroom, with no real response from her. We proceed through the sales floor, all the while expecting to hear the famous «hi folks» from an eager sales person — no luck though! So as we were literally making our way to the front of the store to exit, we passed a multitude of empty cubicles where sales people should be sitting. Just as we neared the entrance/​exit, we were greeted by a gentleman who appeared as if he was working with another sales associate and a client. He asked if we had been helped and we told him no. He asked what in particular we were looking for and I mentioned seeing a 5^th wheel on their website. He quickly said he deals solely with the drivable units, but would find us some help. We waited another 5 minutes while this gentleman and the receptionist scouted a salesman. A tall gentleman appears with no real introduction and the appearance that he’d rather be somewhere else. He asked how he could help us, and I shared that we were wanting to see a particular unit that we had seen on their website. He said for us to follow him and with no real interaction or traditional sales pitch style conversation. We get outside and jump on a golf cart when he admits he is not sure where the unit is that we are looking for. We travel to the back part of the lot and locate the unit we desired. He opened the unit door for us and from there things seemed to spiral downward even worse! Fortunately we had done some research on our own, so we used the opportunity to get a visual of what we had seen on the internet. The salesman, wearing a name tag that read «Mark» offered no specifics on the unit and he didn’t even walk in the unit with us. Up to this point we did not know the price, so my husband asked Mark what the price was for the unit. Mark replied with, «the price is on the sticker on the refrigerator behind you». When we saw the price of $ 100k, we quickly asked what amenities made this unit so high-​priced. Without skipping a beat, Mark responded with «I don’t need to defend the price.» From there, we took a few quick glimpses throughout the back of the unit while gathering our composure. We exited the unit with no real interaction and said our goodbyes at the back of the golf cart when we returned to the sales room door. There was no offer of a business card or an opportunity to help us find what we were looking for or anything! We left shaking our heads wondering what had happened to the quality and attention to detail that we had experienced in our first 2 purchases. Needless to say, we won’t be returning to Reines ever again!

A few years ago, when I was doing the majority of the rebuild on the RV, I had been having a problem finding a specific item for it. After months of searching I happened into Reines RV in Manassas, VA and as it was connected to a Camping World at the time and not only did they get me what I’d been looking for, but it came in earlier and was cheaper than they had originally said.
Unfortunately those days are long gone. I called them weeks in advance and talked to H. I told her that I’d be passing through with limited time, but because I had such a good experience with them in the past that I wanted to make a service appointment for them to do a couple things: put in a entry door handle and lock, and to open the awning and fix any hardware issues. The RV is a ’78 Ford and although old and crappy from the outside, pretty pristine EVERYWHERE else. I had rebuilt the back from roof to hardwood laminate floors. With new appliances, reupholstered seats, new counters, and new cabinets it had been completely rebuilt. I also, recently had all the mechanics redone: New brakes, heater core, water pump, radiator, all new hoses and fuses, and oh yeah the «Brand New» (I know it’s not REALLY new) remanufactured Jasper 302 v-​8 Engine. This is things purrs and feels great living in. The awning being the original is old, but I had had it open many times in the last few years without incident, but within the last season the hardware has started giving me issues. I dropped it off Saturday, being told it would be in line to be looked at Monday. I did ask them to put a new license plate holder on the back, and make sure my heater was working ok. Monday came and went so I called Tuesday to touch base with H. Apparently she forgot our conversation because the first thing she said to me was, «We thought you lived here. We have an Alexandria address.» «It’s my in laws address. We’re couch surfing» «Well it’s in line to be seen by a technician. I’ll call you tonight and let you know what’s going on.» I didn’t hear from her that night. The next day I call back and she tells me the technician is just looking at it and she’ll give me a call right back (I thought they were looking at it yesterday, but whatever). She called me back and sort of giggled as she told me it could be it’s either good news or bad news depending how you look at it, but the tech told her that’s the things I wanted weren’t worth being done, «it’s like throwing good money after bad» What? Did he walk inside, and/​or open the hood. I told her I NEED a new door lock, and license plate holder and asked her if they could just make sure the heater (which is out of the box and unused) starts up without issue. I told her it had a new roof, and she said that they were afraid the side was going to fall off with the awning (seriously? I’ve had it open a hundred times without incident and this is their business. I told her to have him do it. She called back a little later (obviously the tech looked around) and said it wasn’t that bad, they were just worried about the awning tearing, but it wasn’t as bad as they thought. Everything should be done Friday. I never hear from her on Friday so I give a call and leave a message. H. calls back and tells my wife it’ll be ready Monday, but she’ll call us Saturday with a price because we had asked. Never heard from H. Saturday. I called back Monday and H. said the door lock was set they had been trying to find it, but turned out they had one, and the license plate bracket was on. The heater turned on no problem but they found a gas leak and suggest I have them do an LP Gas inspection (read more money). She said it would be 250– No one wants a gas leak so I said it do it, and she told me it would be about an hour. «And, oh yeah what’s up with the awning.» «We didn’t open it. Me and the Tech thought it was better.» But what about the conversation last week. So awning not done, there’s a gas leak, and to put on a license plate bracket and door lock it’s 250-​!? «I ask her again to check out the awning, and check the gas leak, and she tells me she’ll call me in the afternoon to let me know what’s going on. When I don’t hear from her by 3 I call and am told she’s at lunch, I leave a messagesaying that I NEED the RV in the AM so they need to get to a stopping point. I call her the next day a half hour after they open and get her voicemail. She calls back and my wife answers. She tells her they’re putting in the lock (thought that was done) and it would be ready in a half hour. They didn’t get to the LP inspection, but thought it was maybe just from when they turne on the heater (glad I didn’t pay for the inspection). So ultimately it took them 11 days to put in a new lock and license plate bracket. They told me they’d call me back and didn’t twice and didn’t return messages I left twice. It’s been 4 days and we’reont the Outer Banks, North Carolina. Things are good, but the awning still won’t open!