Following an accident involving my Newmar Dutch Star motor home, your exceptional team at Coachcraft – yourself, John Hughes, Glen McCormick, Kenny Rogers and the rest of the team came to our rescue. My motor home had a mechanical problem which required a tow to a Cat shop for repair. After Faulk and Sons Towing out of Phenix City was dispatched, the negligence of the tow truck driver caused my motor home to become unhooked from the tow truck while in route causing significant front end damage. I now had a motor home that would not run, and if it did I could not drive it due to the damage. John Hughes just happened by the ‘accident scene’ and left me his card. The next day (a Sunday) while waiting for the Cat shop to open on Monday, John hunted me down and told me Coachcraft could resolve not only the mechanical issue but the paint, body, electrical, frame, and other repairs required as a result of the accident. Monday morning John had a team out to dismantle some parts and prepare the coach to be towed. The motor home was towed to Coachcraft by MacDonald where over the next 112 days the extensive repairs were made. During this time I had multiple interactions with John and Glen and was kept up to date on the progress. Living over 3 hours away, this was very helpful. When it was ready for pick up, I worked closely with Glen and Kenny to finalize the paperwork and they both were very helpful in sorting through pages of work that had been completed and parts that had been replaced.
The coach was expertly repaired and I cannot thank the Coachcraft team enough for being the shining light at the end of a very difficult situation. After speaking with you personally, and sharing some business and personal stories, it is evident your genuine concern for treating the customer right is embedded in your business values and extends through your entire team. John went above and beyond by finding me on a Sunday and certainly soothed my very frazzled mind in trying to determine the next steps. I commend you and your team for not losing sight of customer service in a world where that is often lost, and as a business person I truly appreciate the business fundamentals you embrace. This on top of the skilled craftsmanship from your team is really a winning combination. While I wish this situation never happened, it by my good fortune happened in Columbus Georgia and Coachcraft came to the rescue.
Great job and thank you so much for being there for us.
Sean and Sandy Sears