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| - Surprise Police Department Report #170204895. Theft From Motor Home While Being Serviced At Orangewood RV.
WARNING! There was theft from our coach while it was being serviced at Orangewood RV in Surprise, Arizona. Six opioid prescriptions were stolen from cabinets and drawers. Rather than accept our concerns, there was complete denial on the part of Orangewood RV. Orangewood RV Center's General Manager, Brad Outcalt tried to brush it off by saying you may have left them at home in the garage. He stated that Orangewood RV had a drug testing program in place. He also added that they had a quality control program in place.
Read This Before You Decide To Go To Orangewood RV.
Called for appointment spoke to a service advisor. Upon arrival, no reservation was found.
We came to Orangewood RV to service four items. It took 15 days to complete the work. After observing the business for 15 days, we could see deeper into the operation. As we observed the daily routine we could see organized chaos. Service advisors were being pulled in all directions. It appeared that they could not fully focus on one project or one customer; they were spread too thin. Customers waited for hours with few or no updates. It created frustration. Others in the customer waiting area vented their frustration to us and spoke of doing online reviews. Here is our list.
Technician installed a new rear AC and did not connect the condensation hose.
Technician did not properly test operation for condensation before reinstalling cover plate.
Technician did the work while on the customer's bed rather than put the slide out, really.
Results, a wet bed, and condensation being sucked up into the new electrical connections.
Technician had to redo the installation. No quality control.
AC cover plate screws were now too loose. Mentioned this to the service advisor. He said "you need 4 red plastic molly type inserts". Customer had to find 4 plastic molly type inserts to properly secure the cover plate. After removing the cover several times the reply should have been, "we caused the problem we will put 4 molly type inserts in for you". No quality control.
Incorrect front roof vent installed in the salon. It required customer to stand on a stool every time to open and close the roof vent. Orangewood RV had to find another vent and redo the install.
Mounting screws for the remote control could not be found. Customer used his own screws and mounted the remote himself. Did not want to wait on Orangewood RV any more. No quality control.
Had to ask twice for the operations booklet for the new roof vent.
Customer had to vacuum debris on the dash board after the windshield installation. No quality control.
Coach received a courtesy wash. Foot prints were still on the roof from the AC and roof vent installation. No quality control.
Customer had to wipe up the puddle on the dash board. No quality control.
Customer also had to clean the inside windshield of water streaks. No quality control.
Customer's carpets and floor were filthy with numerous foot prints on the carpet. No protective sheets or pads were used to prevent this. Customer washed the floor and vacuumed the carpet. Again, we did not want to wait on Orangewood RV. No quality control.
Customer had to use two Lysol wipes to clean the steering wheel of dirt and oil after service personnel drove the coach. No quality control.
Later when prescriptions were needed we noticed that a full bottle of cough medicine, Promethazine - Codeine 120ML was missing from the medicine cabinet. Also, missing from the bottom drawer in the bathroom were 5 prescriptions of Oxycodone and Hydrocodone. Three had about 20 pills each, and 2 others had about 10 pills each. Hence, the theft report shown above given to the Surprise Police Department.
Three months have passed since our first call. We have now made multiple calls to Orangewood RV management to express our concerns. We had a couple of returned calls with no progress. Orangewood management kept asking us to tell them what did we want them to do. We told them that Orangewood RV was their company not ours. It was up to them to determine an action plan, not us. We told them that it was like the tail wagging the dog. However, we did recommend drug testing of the service employees, employee performance monitoring for missed days or having to do re-works like the problems in our coach. We also recommended that they plant an opioid prescription in some of the RVs being serviced and check them after servicing. It has been more than a month since our last contact. As far as we know they have done nothing.
This is how Orangewood RV treats their customers who have been robbed while their coach was in Orangewood's possession. Just let it drag on and hopefully the customer will go away.
If you had your RV serviced at Orangewood RV, you may want to check your prescriptions and valuables to see if they are still in your RV.
Lew & Ramona
Crestview, Florida
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