Hilltop Camper And Rv

Repairs requested and paid for not done.

We brought our camper in to have it recaulked, the outside trim molding repaired and the skylight roof vent in the bathroom replaced after noticing a crack. Due to the fact that the skylight roof vent needed to be replaced, we decided to let your properly trained experts do the work.

It was dropped off on 7/12/23. We told them about the crack in the bathroom skylight vent that we wanted replaced, the cracks in the trim and we asked for a full roof inspection done and to test for leaks.

Kaine called and said the roof had been thoroughly inspected and explained the two options for the repair. The first was to completely scrape all the caulk off, recaulk it, and have the trim and skylight vent replaced. The second was to go over all of the old caulk with new caulk, cover the trim with caulk, and replace the skylight vent that was cracked. Per our phone conversation, Kaine assured me the second option would be sufficient and it would be pressure tested for leaks once the work was complete.

After a few weeks, Kaine called me and told me the camper was ready to be picked up and had been pressure tested. We picked up the camper on 7/31/23. When we picked up the camper, I mentioned to the service representative that the main reason we brought it in was because we did not know how to replace the skylight roof vent. He looked at the information and commented that the part itself was only a $30 part. This led us to believe that all of the work requested had been done and part had been replaced.

Due to my husband's back injury, we brought it from Hilltop to storage until October when we were able to use for the first and only time since it was repaired. While camping in October the first day it rained we noticed water coming in through the skylight roof vent in the bathroom that was supposed to have been replaced.

When I called Hilltop after returning from camping I spoke with Tresure and she asked for pictures to be emailed to her. After seeing them she mentioned that the work had obviously not been done correctly since it was leaking and there should not be a charge if we brought it back in to have the work done properly. She then forwarded the picture to the manager JP and said he would call me back.

JP called me and told me that the repairs we requested were done. He told me they replaced a mushroom cap and touched-up on the caulk. I told him that this was not what we agreed to or paid for and that the skylight roof vent leaks and per my conversation with Kaine they would be replacing the skylight vent and putting caulk over all of the old caulk and trim. JP laughed at me, belittled me and said I obviously don't understand campers. I told him what was suggested and agreed to by his expert and that the skylight roof vent leaks and it should have been caught during a thorough inspection and pressure test.

After the water came in I had someone go up on the roof of the camper and take pictures. The crack in the skylight roof vent which we asked to be fixed is still there, there are still cracks in the trim which I was told would be caulked. It is obvious the repairs were not done and it was not inspected or pressure tested.

Super disappointed with this dealership. We dropped our camper off for warranty repairs and it took MANY months. We had the camper professionally cleaned and spotless before dropping it off. Upon pick up, the microwave was used and completely nasty with old food and spills. The oven was gross and covered with food. The pantry was disgusting with old noodles. The toilet was beyond disgusting. I'm pissed. It's just annoying and beyond gross. They clearly used our camper for a break room. Do better Hilltop!!

Update - we are starting our 3rd season of camping after renting, then purchasing, a Jayco travel trailer from Hilltop. We've brought it back in for warranty service a few times and have always been happy with the work and the service. When a business stands behind its products and then gives good service after the sale, it's much appreciated. Thank you Hilltop!

We rented a travel trailer for five days. The unit was clean, and performed great not one issue. They recommend a equalizer hitch for a small extra fee and was the best as it made it so much easier to tow on our trip to Rapid City SD. I worked with Peggy for the rental set up and she was patient, knowledgeable and professional with all of my questions from start to finish. When I picked the unit up Doug walked me through everything one would need to know from adjusting the brake controller and top to bottom operation of the trailer. I'm not a first time trailer user and the tips he had were still very useful. Do take the time to call and shop around but make sure to call them because it will be worth your time and

Second time we have rented dorm Hilltop. Great service. We had a motorhome the first time and a travel trailer the second time. We were very happy with both RVs.

My husband and I have purchased a 2016 Outdoors RV, Timber Ridge from Hilltop Camper and RV in June 2019. The service was outstanding. The salesperson, Eddie was courteous, professional and informative.
The finance manager, Dustin also provided excellent customer service. The service dept was on top of all the inspections and repaired some minor items in a timely manner. If you are in the market for an RV, call Eddie you will not be disappointed.

We visited the location on University Av for service on our RV a few days ago. The sign at the counter says Please wear a mask and help keep out business open. Apparently some of the employees think that only applies to customers as at least 3 employees were not wearing mask and they were close to other employees and customers. One of them appeared to be a manager. They clearly do not take their sign or the health of themselves and others very seriously during this worsening pandemic. Visit at your own risk.

We recently purchased a travel trailer from Hilltop and had the best experience from the reception staff to the sales to the financing staff. Everyone was friendly, fun, helpful and courteous.
We can't wait to begin our adventures !!

Ray and Cheryl Tombarge-Soderlund

With weeks left on my warranty I took my RV to Hilltop. I needed a new water heater, thermostat, a test panel for the water tanks, and a few other things. It took a little over 2 weeks to get in. When I dropped it off they asked if it's okay that they didn't get to it for a couple days. I said, "Sure, that's fine." So 2 weeks then passed and I called for an update. My call was not returned until my 3rd message. They said none of the jobs had been started. I reminded them of my warranty ending soon. A week later I called again. They said they did 2 things: clean my black water tank and test my battery and so far my bill was 3 hours labor x $110/hour. I asked why they were doing work I did not authorize, and referred them to my work order. They did not really have an answer.

With 3 days left on my warranty, I drove 200 miles RT to see what was happening. I drove onto the lot and saw that my RV was sitting outside. I walked right up to it, nobody knew I was there, and I walked in. It was unattended, unlocked, and the interior lights were on which was draining my battery. So I went to the service desk and asked about the progress. I said, "You've had my RV for 4 weeks now and have not started the work. Why?" They replied that they'd get to it.

The next day they finally got to it. I got the call that my out-of-pocket cost would be $900. They listed reasons such as: The MSRP on the water heater itself is $165 and that is what the warranty will pay. But we charge $309 for that so you have to pay the difference. Another reason: the warranty will cover 1 hour labor on project "A", but we need 2.5 hours labor.

So then I had to call my warranty company. They said everything is covered 100%, except for the $50 deductible. After reviewing the list of repairs needed, they said that over half of them had not been requested for coverage. So, I realized, that instead of using my warranty Hilltop was just going to charge me for much of the work.

So I got down to business. I called Hilltop and told them to get their act together. They basically said they refuse to do that, but not in those words. So I contacted the owner, Mike Pearo. He must have done something because my out-of-pocket did go down. But what an uncomfortable situation I had been put into.

Then, after 6 weeks (not including the 2 weeks to get the appointment) I got the RV back. I had already cancelled a number of small trips because it took so long, and now it was the first day of my vacation and I was just getting it back. I noticed something very strange. Something was wrong. I discovered that things had been taken from my RV. "I need to call the owner" I thought to myself.

A couple hundred miles down the interstate I had a tire blowout. The metal access panel located a the back of the wheel well had not been secured and the sharp edge was rubbing on my tire the whole time. Roadside assistance took 3 hours because they had to change the tire and remove the gnarled metal that was once protecting my blackwater tank.

So I talked to the owner on the phone. They took no responsibility for the blowout. There was an implication I might be trying to get some free stuff by reporting things were stolen. I asked, "Where's the customer service?" The owner asked, "What do you mean by customer service?" He went on to talk about an employee they needed to let go- that it just was not working out. He never said whether it was incompetence or dishonesty. He continued by saying there are a lot of internal politics at their business and employees are stretched thin. Their service guys are overworked.

They refused any sort of compensation, reimbursement, or consideration of any kind. I asserted that they charge $110 per hour labor and charge double the MSRP on many of their parts. Based on price, Hilltop is not some discounted third rate business. They are a full price shop. And with those prices people expect a high level of service. The phone call ended with no resolution and the only compensation for my headache is to write this and give fair warning to someone who is choosing an RV shop. My phone call with the owner ended with him saying, "Sorry you believe we failed you."

When buying my camper the salesman and finance guy were very helpful and went above and beyond to make the experience a good one. This why i am leaving 2 stars as opposed to one. I had some warranty work that needed to be taken care before moving out of state. I took my camper in and was told it would be repaired and ready for pickup by a certain date. That day came and went and no word from the service department. I called and was told that it was ready with the exception a part that was on back-order. I went to pick up my camper and was told that some of the work could not be completed. I left and after having time to inspect the work that was performed I realized that either the service tech has no idea what he was doing or he just chose not to do the work. I would not recommend the Friedley location for service work.