Business ProfileforAlexandria Camping Centre Ltd.

We bought our Grand Design Imagine XLS 22MLE at Alexandria Camping Centre in March 2021. We really liked the brand and model so no questions asked on the price, anyways it was non negociable. We agreed and made no fuss. After that we learned that our son had his trailer sold to someone else eventhough he had made a deposit to reserve a trailer on site in February. We got worried so we insisted on getting the serial number of our ordered trailer. It took a while. We then called the manufacturer to check on our trailer and it had been shipped on May 27th. Alexandria Camping told us they had no tracking system so they couldn't plan for the arrival, which is doubtful. Finally we were advised that the trailer arrived on the 21rst of June. We were very excited because it would be just in time for the long weekend of July. (We had already missed a few weekends of camping because the trailer was suppose to come in earlier.) We were blown away when the dealer Alexandria Camping wanted two more weeks to prepare the trailer, which needs a four hour service at getting it ready. We had bought in March and everybody who had bought after us got a better service. It was like we were put last on the list of priorities. We were so disappointed that we cancelled the deal. The dealer accepted to refund our deposit without considering trying to meet our needs instead. We were told by a seller that they could resell for 3000$more anyways. That's what we call "profiteering", surely not good service! ************ ** **** **** ** **** * **** ******* ******** ****** *** *** ***** *******

At the point of purchase you were informed that your unit would come in for approximately the end of June time frame. You signed a form at that time stating that you were fully aware of the challenges we are facing with the Covid Pandemic and that your factory order could be subject to some delays. We were 100% full disclosure at the point of sale to be as transparent as possible in regards to the time frame allocated for your order to avoid disappointment. At the end of the day, your unit was going to be ready for pick up on July 3rd which was only 3 days past our original end of June time frame approximation. As we felt bad that your unit was delayed by 3 days we offered to include a new $500 **** **** tire upgrade at no additional cost to you to help ease the 3 day disappointment. We don’t let inventory leave our dealership without a thorough PDI and preparation process. This entire process takes more than 4 hours and we will not sacrifice our quality due to a high demand and busy time of season. Unfortunately due to the unprecedented demand for RVs this year we have experienced some challenges that have extended some lead times for our service department. But having a 2 week turnaround time on servicing given it is peak season is nowhere close to mind blowing. 2 weeks is a normal shop turn around on any sold unit currently at our dealership. As this was unacceptable to you, you decided to cancel the transaction all together and we agreed to refund your deposit in full even though this is against our policy as we understood your view and disappointment. As far as we are concerned we tried to make things as good as we could for you given the circumstances and the challenges our industry is facing. Unfortunately this was not enough and we respect your opinion and the decision you made to move on. All the best with your new ***** ****** purchase we wish you a great experience and many years of happy camping.

We were expecting to be treated as fussy customers following our post but actually this is the first time we go through such a situation. We bought the trailer back in March 2021 and we were very much aware of the delays caused by the pandemic. However using this as an excuse for bad service does not cut it. We were told by the sales rep at the time, that the trailer had already been ordered before our visit at the dealership and the delivery date was to be expected at the end of May or early June. As a matter of fact we had checked later on with Grand Design and were advised that the trailer had left the factory on May 27th 2021. We then received a call from Alexandria Camping on June 21 2021. We were very excited because we had already planned a few weekends of camping. Therefore, we asked if it was possible to get the trailer ready by June 29 2021, which was 8 days later. Nobody had ever told that there was a waiting time of two weeks after delivery. The sale rep and the service manager told us that July 3 was the best they could do. However , when asked how long it took to prepare the trailer, we were told by our sales rep that it was a 4 hour task. Again we reminded them that we had bought the trailer in March. We were then told that they had sold many trailers which were on site so they needed more time to satisfy everyone. They knew that a shipment was expected. We understood the situation but It felt as if we were considered last on the list of priorities although we had ordered before everyone else. We had given them 8 days to get the trailer ready thinking it could be a fair compromise for everyone. No compromise possible. The dealer offered to compensate us with an upgrade of four ******** tires worth 500$, but we were very satisfied with the regular tires already installed. All we wanted was that a basic battery be included, which was worth approximately 200$, but they refused... so money was not the point. A trailer doesn't work without batteries. We were happy that our deposit was refunded but again after our cancelled deal, they immediately put the trailer back up for sale on their website for 3000$ more than we had paid and luckily for them it sold within days. So they made more money. We were very much frustrated because we lost money through missed bookings and accessories already purchased. ************ ** *** **** ******* **** *** ******* ***** ****** ******* **** ** ** ********* *** ** ****** * **** ************ ******** **** ********* * **** ******* *** ****** ******* ** ** ***** ****. Bottom line, a happy customer always refers his friends to the right place. No more to be said. Lucie L.