The Revel is great. I just wouldn’t bring one to Main Line Overland for modifications. My experience with Main Line Overland was very poor. Unfortunately they appear to be an unprofessional company that is not equipped to deal with any problems beyond bolting on parts. I gave them every chance to make...
The Revel is great. I just wouldn’t bring one to Main Line Overland for modifications. My experience with Main Line Overland was very poor. Unfortunately they appear to be an unprofessional company that is not equipped to deal with any problems beyond bolting on parts. I gave them every chance to make good. When I was asked to leave an internet review I contacted Taylor Kronuch, their Customer Service Manager, instead. I asked for her help rather than criticize the company on a public forum. Unfortunately Taylor ignored me. I ordered almost $2,000 of stuff in September of 2022 for a new Winnebago Revel. I worked everything out with Don Cote. I told him that I need it completed by December at the latest and now it’s February. The plan was to drop the van off to mount all of the upgrades at once. I live in Maine and have to travel to New Hampshire to get this done. Don Cote said everything would be in by late October. Then I never heard from them. Don Cote had left the company and Main Line's IT department isn't equipped to have the email bounce back. Todd Ireland got back to me on 12/5 saying everything was in and had an opening the next day. On 12/8 he emails me and says they had the wrong brackets for a light bar. Todd blamed everything on Don Cote. He, and another Main Line employee, Luke, said they were still recovering from when Don worked there. My expectations may be high but if Todd thinks Don has caused so many problems why wouldn't he double check the order? Why would a client ever hear about an internal issue? When I picked it up I asked Todd directly if he would take care of the cost of the mounting of the light bar/brackets. He said he would. The brackets came in and I asked Todd if I needed to drop it off or wait for it. His Reply (cut and pasted from the email he sent me on 12/13), "I will put you on the books for the 21st. You can surely wait, it may be a couple hours". I came in on 12/21 and wanted over eight hours. I missed two important meetings that afternoon and I was not pleased. When I asked what the holdup was Todd and Luke told me that it is an all-day job and that I was wrong to expect it to be done in a couple of hours. Not only that, he still charged me for labor after saying he wouldn't. It's bad enough that my day was blown but to have these employees, who based on my experience are inept, give me a hard time and charge me when they said they wouldn't is unacceptable. I showed him his email proving what he had said and all he could say was sorry. I explained the issues (also a ski box they had mounted improperly and needed tightened), in an email sent to Taylor Kronuch January 3rd and copied both company principles, Tom and Matt Henwood. Taylor replied "This is not the customer experience we strive for, if there is anything you are interested in adding to your van in the future please reach out to me directly and we will do our best to make this up to you". I told her since Todd told me he wasn't going to charge me for the installation of that light bar I thought it's only right that Main Line cut me a check back for that charge and if she really want to do the right thing and compensate me for the day they caused me to waste, and, to send someone to me to fix the poorly mounted ski box. I asked her "Please do the right thing and take care of this". I sent her a couple of emails over the next couple of weeks with no reply. She called me on January 13 and told me she would do nothing to help me. She also clarified that she would "make it up to me" if I bought more stuff. The low level of professionalism shown by Taylor and the lack of response from the two principles, Tom and Matt Henwood, speaks volumes. The funny thing is that the Revel gets more attention than anything I've ever owned. This includes antique sports cars, modified BMWs and Audis...a Corvette...a Shelby. I will let everyone I speak to know exactly where not to bring their van or truck for modifications. That said: If Main Line does decide to act in a classy manner and do the right thing I will let you know.