Update…. Roadmaster customer service manager contacted me and had me ship back the tow bar for repair. They did fix it and mailed it back. Even though I had to purchase another tow bar, they did finally fix the situation.
Original review below….
We just purchased a second Roadmaster Falcon towbar to replace one that we damaged on our motorhome trip. Since we were on the other side of the country, we purchased it through Amazon to arrive at our next stop. . It was new and in the box from the manufacturer.
The very first day we realized that the release lever on one side was defective and wouldn’t work. Unfortunately we learned after calling Roadmaster that they wouldn’t stand behind their products as they say Amazon was not an authorized dealer. Unknown to us when ordering.
How can a manufacturer regardless of where purchased would not warranty the product? We first spoke to a customer service person that told us in no way would they do anything. We asked to speak to a supervisor who agreed that they may warranty it if we sent back. Then they transferred us to another department and this person basically told us to take it apart and clean it.
I explained that it was new out of the box and was not dirty then he told me that we must have bent it somehow. He was extremely rude and would not work with us in any way. After pleading he said we had to provide pictures, proof of purchase and serial numbers and email in for consideration. He didn’t listen to a thing I was saying and was very rude.
I asked him why he was arguing with me when all we were looking for is a reasonable solution for a new $800 purchase. He immediately responded with “I haven’t even begun to argue with you yet”!
WOW… the craziest poor customer service ever. I will never again recommend this product to any fellow travelers out on the road. I will also post this on various RV forums about this sad experience with Roadmaster. Never been treated like a common criminal from a company ever.
This is the first negative review I have ever written. Please buy Blue ox products when buying your next towbar.
First- Customer Service. I had just bought my first motohome to flat tow my Jeep. I called customer service support with ENDLESS questions. The guy was incredibly kind & patient. NEARLY an hour later of me asking questions- I placed my order & it arrived in less than a week when he said probably 2-3 weeks. Since then- I have taken the middle man out of any purchases and go straight to them. I stopped in to pick up an order as I was in town- and they were all just as kind and polite in person. SPECIFICALLY....Jacque & Theresa have gone above and beyond each time Ive talked with them.
The product is amazing and speaks for itself. Customer service has been stellar as well and that alone.....will keep me coming back.
