Picture Perfect
Family RVilng August 2020
We had the August 2020 cover of Family RVing magazine, which features a photo of our motorhome at sunrise alongside Carlyle Lake in Illinois, made into a canvas portrait, and it now hangs on a wall in our home. It is such a pleasant reminder that your magazine and group brings folks together and helps with important RV information. As our nation’s news gets grimmer and grimmer, your monthly magazine is such a bright spot to read! You should be proud that your organization “unites” instead of being divisive.
Keep up the safe practices during the coronavirus restrictions. We care about you!
— Mary Lynne & Paul Hoegstrom, F472784
Newalla, Oklahoma
Uplifting Story Of Great Customer Service
My wife and I have enjoyed your great magazine for several years and look forward to reading your uplifting stories as they relate to fellow RVers. This is one of those stories regarding the most amazing customer service provided to us.
We were returning home to Florida after a 10-week road trip, visiting family and friends in the northeastern USA. While driving south on Interstate 95 at Kenly, North Carolina, we needed to stop for diesel at the Truck Stop Road exit when much to my surprise the red check engine light came on, with a message to shut down the diesel engine. I have been driving vehicles for over 50 years — cars, trucks, and fire engines — and never had this happen. I quickly checked all engine gauges, and everything was normal, the diesel was running fine, no limp mode.
I fueled up and started the diesel engine, pulled over into a parking space, and shut off the engine. I was worried about continuing without knowing what the problem could be, so I walked over to a truck tire store for assistance. They told me to cross over I-95 and go to TA Truck Repair Center (923 Johnston Parkway, Kenly, NC 27542; 919-502-7004). This was 1:30 in the afternoon. The service department manager, Mark Stephenson, told me he could have a tech look at our coach within two hours. They scanned the JPRO system and could see issues with our turbo as well as one very weak diesel battery. We installed two new diesel batteries and cleared the codes. Mr. Stephenson was not sure if the weak battery would be the issue and recommended that we go to Cummins.
The closest Cummins dealer was only 1.5 miles away; however, they closed at 5:00, and it was 4:45. I called them and spoke with Jay Cantey, who was very concerned about the check engine light. He told us to drive over and that he had an electric and water hookup so we could stay the night, and his tech would check our unit in the morning. Wow. We could stay in our unit at Cummins’ location without looking for a place to park. We accepted.
The next morning, Friday, Mr. Cantey checked our coach and determined the issue was a turbocharger actuator. He noted that they could repair it, as they believed they had all the parts in stock. Great! Mr. Cantey suggested we go for lunch, enjoy the shopping, and return around 3:00. Cummins Sales and Service has two very nice and clean lounges, one for professional drivers and one for family RVers, which includes showers, a bathroom, washer and dryer, recliners, a TV, and kids’ entertainment as well. We washed and dried our clothes and returned from lunch at 3:00.
Mr. Cantey apologized, because the parts in stock did not fit our motor coach. He stated he had requested overnight shipping of the correct parts, and even though Cummins was closed the next day, Saturday, he said he would have two of his techs come in on overtime at 6:00 a.m. to complete our repairs by 9:00 a.m. A hurricane was moving toward North Carolina, and he wanted us to be south of the storm. He asked whether we minded staying in a hotel, as the fluids had been removed from our coach, and we stated no, as we believed we would need to stay until Monday or Tuesday of the next week.
We arrived Saturday morning at 8:00 to find the techs testing the unit on the interstate, where they had no issues. They completed one last computer check of all systems, and we drove nine hours without any issues. In fact, our 45-foot coach got 8 mpg, which has never happened before.
We cannot praise the staff at Cummins Sales and Service (350 Cummins Drive, Kenly, NC 27542; 919-284-9111) enough for their outstanding customer service and concern for us and our motor coach. They are eager to ensure you and your equipment are ready to go, and they are honest, friendly, and treat you as they would want to be treated.
— Frank & Bonnie Herndon, F459970
Longwood, Florida
Excellent Collision Repairs
In August 2019, my wife and I were returning from an RV caravan to Newfoundland. We crossed the border into Maine and stopped for fuel. A short distance later, on the road to Bangor, Maine, we struck a deer with our 2013 Dutch Star motorhome and did a fair amount of damage to the coach. Since it was drivable, we continued to head to our home outside of Hanover, Pennsylvania.
I took the coach to RMS in Hanover, which had previously done mechanical repairs for us. Cecil Snyder, the manager, wrote an estimate, and we scheduled the repairs. I made a number of visits to check on the progress of the repairs and was always greeted and escorted to the shop to inspect the work.
Justin was assigned to the repairs and spent a great deal of time answering my questions and demonstrating the camera and computer equipment that they use to precisely match the paint to the coach. A number of colors had to be duplicated to match the factory paint scheme. Justin took a lot of pride in his work, and I couldn’t be happier with the finished product.
If you are in the south-central Pennsylvania area and in need of mechanical repairs or collision work, you can’t do better than RMS of Hanover (1083 Carlisle St., Hanover, PA 17331; 717-637-4990). Cecil, the manager, is an honest, straightforward, stand-up guy.
— Jake & Ruth Hershey, F314507
New Oxford, Pennsylvania
We Want To Hear From You! Family RVing welcomes comments about articles published in the magazine or topics of interest to RV owners. And with bad news permeating our world of late, we’d also to hear your good news. Gestures of kindness you’ve experienced or witnessed. An opportunity you had to do something for someone else that you’d like to share, in hopes of inspiring others to do something similar. Or just observations you have made during this unusual time. We’d love to hear your stories.
Email all letters for this column to readerswrite@fmca.com or mail to Readers Write, FMCA, 8291 Clough Pike, Cincinnati, OH 45244. Please include your name, city, and state/province. Letters may be edited for space or clarity.