We were delighted with the experience.
September 17, 2011
Country Coach Corporation
PO Box 575
Junction City, OR 97448
We brought our 2004 Country Coach Intrigue through Junction City last month to have some work done on it. Having read about various coach service firms, I decided to check out Country Coach Corp for myself.
We were delighted with the experience.
I emailed a two-page list of desired repairs and mods in advance to your team and received a quick reply from Jim Cooley agreeing that you could do the work and could start on the coach on the day we planned. Our list included exterior paint/finish work, cabinetry work, entertainment system modifications and wiring, slideout repairs, HWH system checks, leak checks/repair, dash AC recharge and so forth.
When we arrived, Jim went through each item on our list with us. Then he brought out one of the techs, John, who patiently went through every question we had about our coach. We were impressed right away with his knowledge as he took us through the relevant history of our model and its equipment (“we only used that part for the first half of your model year”). All of the people we met at Country Coach had worked for Country Coach before, some for decades. Your team sure knows Country Coach, a fact that was reinforced in conversations with other owners getting their coaches serviced while we were there.
Your team treated us like gold. Over the next three days while they worked on our coach during the day, we traveled around the area. At night our Intrigue was pulled out of the bays and hooked up to shore power so we could stay in it overnight alongside a number of other owners in the gated service lot. Hey, it was shy of a rally, but still fun to meet other owners and compare notes. Unlike our experiences with other service firms, everyone on the staff was friendly and we were soon on a first-name basis with them. Our two small dogs were petted and cooed over so much that they got big heads and it took two weeks for us to bring them back down to earth. I can’t say enough about Jim Cooley. What a great service he is to CC owners. He was constantly updating us on what was being done to our coach. He even drove me to the Eugene airport on his lunch hour so I could rent a car during our stay.
Everything on our list was done to my complete satisfaction and I’m hard to please. The service team even uncovered a few issues that needed correcting, like an incomplete previous repair job on slideout delams done by another firm. Every night when we returned to our coach we saw much of the work that had been done that day and were delighted with the quality of the work.
The morning we left we went in and settled up. We felt like we were leaving family. And I will echo what other CC owners have said many times this year about having the factory service their coach – the bill was way less than we expected from our experience with other firms and the work was way better than we have experienced at other places. Even though we authorized additional work beyond our initial list the bill was almost exactly what Jim had suggested the first day. Country Coach Corp. was beyond fair.
A postcript is that later in our trip we had a problem with our Kwikee steps (which had not been part of the work we had done) and I called Jim on a Friday to see if the steps could be repaired if we rerouted our trip back through Junction City on Monday. I really appreciated that Jim answered honestly that there were a number of important commitments to other owners on Monday and with a couple of guys on vacation he just couldn’t promise it that day. Since we didn’t have any flexibility in our schedule Jim called a former CC service guy who was on our actual return route and had him call us to try to schedule the fix. That was one more example of honesty and customer-first service.
I wasn’t a CC owner back when folks had problems with the former firm and management, but I can say that in my experience your new organization impressed me with your integrity and by doing great work through a top-flight team of professional coach people. We are looking forward to our next trip to Junction City when we can leave our coach with CC to have more extensive modifications done.
Having been a small businessman for over 25 years I have a great appreciation for the rare company that under-promises and over-delivers. Reputations are hard to earn and easy to lose. Country Coach has earned a great reputation with me. As a result, I personally have now committed to support Country Coach for two reasons. The first and most important one is that you earned it. But second, while I love our coach its value was diminished when CC was gone. Now that I’m convinced that the brand is back and solid, I want you to succeed and I want the name Country Coach to continue to stand for one of the best motor coaches in the world. From a purely selfish perspective I think that only helps maintain the value of my coach.
Please thank Jim Cooley, Arlene the wonder receptionist, Angie (who helped us score great deals on apparel), and the techs that worked on our coach.
With our best wishes for great success in the future!
Ron and Faye Wilbur
2004 Intrigue OVT #11799