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Hilltop Trailer Sales
7810 University Ave NE, Fridley, MN   55432
Email Address: [email protected]
Location on Google Maps           Latitude: 45.1101343   Longitude: -93.2639292
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  Date of Service:   8/26/2014
  Company Contact:   Mike Pearo
  Work Done on:   Class B
  Service Performed:   replace water heater
replace test panel
replace thermostat
replace power locks
power loss to stereo
power loss to 12v outlets
  Evaluation of Service Performed:   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 of 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

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."
  Value of Service:   Poor
  Quality of Service:   Poor
  Date of Service:   12/10/2004
  Work Done on:   Travel Trailer
  Service Performed:   Slide panel replacement and replacement of stabilizer jack
  Evaluation of Service Performed:   Easy to work with and work was done well. I would recommend them for sales and service.
  Value of Service:   Excellent
  Quality of Service:   Excellent

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