[George]

I don’t take joy in slamming anyone, but my experience with Signature last year was very negative. I found them shockingly incapable of handling anything mechanical and quite dishonest as well. They did, however, do a nice job of re-stringing a half dozen blinds in my bus. I would not recommend them for anything other than cosmetic work. Rather than being negative without specifics. I’ll relate my experience:

During a trip last year my plastic fresh water tank began leaking and I could not find the source of the leak. I called Roger at Signature. He said they could handle it and that there is a plastic welding company next door to him if needed. Perfect! While there, I said I would also like him to see if he could increase the efficency of my house a/c, restring my blinds, and give me an estimate for replacing a giant TV in the bedroom that blocked a window with something smaller. Roger could do all that stuff. I made an appointment for a Monday two weeks out, and confirmed it the Friday before.

I showed up on time for my appointment. Roger showed me his shop full of buses, including Tom Cruise’s bus, which he said he was just finishing. He asked if it was ok if he delayed starting on my work until the next day so he could finish for Cruise. I’m not a jerk, so I said sure, I don’t need the bus for a couple of weeks (ok, so that’s on me. What kind of idiot would say such a thing?) I showed Roger through my bus to explain what needed to be done. He didn’t write anything down, and it seemed to me that he wasn’t really paying attention, so I later sent him an email summarizing what needed to be done.

After a week I called and left a message for Roger asking for progress report. The receptionist called back to say everything was going fine but she did not know details. After another week, I placed a few calls, that were not returned. After they had the bus for nearly 3 weeks, the receptionist called to tell me that my water tank was leaking and it really should be addressed. I said Yes, I know. That’s why I brought it there. I asked her to have Roger call me and told her I absolutely must have the work finished in one week as we were heading out on a trip. After a few more days of unreturned calls and emails, Roger finally called me. He said they were still working on Cruise’s bus, but that they had removed my water tank and there was nothing wrong with it. He replaced the pipe to the drain valve,as it looked like it might be cracked. I asked about the A/C. Roger would check with “his guys” and get back to me. There would be no trouble finishing 2 days before my upcoming trip. A few more days passed and the day before my drop dead pick-up date, Roger called to say that the Cruisair A/C system (which had been installed by AAP) “must have been installed by someone who knew nothing about air conditioning. The return air is being pulled from inside the walls, instead of the the interior of the bus as it should be.” Really? What about those 4 return ducts in front of the evaporators that I specifically showed you when we toured the interior of the bus. He didn’t know what I was talking about. He was just going off what his guy had told him. I told him not to do anything more about A/C, just finish the water tank. I would pick up the bus at the end of the day tomorrow. He said no problem. Next day receptionist called and said they would need until noon the following day, which was the day I was leaving on my trip. We arrived at his shop with my family and everything needed for our trip packed into the toad, as we would have to head out immediately from Signature. When I got there Roger was very curt. He hadn’t had time to prepare an estimate for the remodeling work. I asked why it was wet under the bus when it was 95 degrees outside. He said they had been hosing off the area. I paid for the work and then moved the bus 100 yards to hook up the toad and load up the supplies. By the time we finished loading there was a large puddle under the bus and fresh water dripping out. Roger said I should make an appointment for after my trip so they could take another look at it. Um, I don’t think so. He credited me the charges for (not) fixing the tank, and I went on my way. There was dash light warning of a bay door open, but we confirmed they were closed and headed out. At our campsite that night we found that Signature had totally messed up our entertainment bay while working on the tank. They broke off the bay door close sensor. They failed to reconnect the electrical outlets so nothing in the bay worked, they did a half-assed job of re-installing the cabinetry, and they had lost all of the remotes for the TV, DVD and stereo. The blinds do work well, though.

Yeah, I won’t be going back to Signature.

[Rudy]

I find Roger to be honest, fair priced, friendly and have trusted him and his staff with my bus for over two years. He’s a former Marathon guy who actually worked on my bus with the previous owners. Here’s a short list of the work he’s done for us, of which we are totally satisfied: cruisair and webasto service, 100k service, interior work, audio/visual upgrades, electrical issues, plumbing and a myriad of miscellaneous items.

He is very busy at the shop and servicing Indio resorts, so if I need a particular item finished on a deadline, I make sure he knows so we’re clear on the expectation and what is possible.

[Rudy]

Bryan

You must really have it out for Roger, this is the 3rd time your bitching about how bad he is.

After your last write up I asked him about your situation and Roger and Donald told me a little bit about what happened.

Whatever happened between you and his shop has left you very bitter. I’m not saying who’s right or wrong and don’t give a shit one way or the other. Not all experiences are good but I do know there’s two sides to every story.

What you wrote today is your view and that is what this blog is for. I didn’t have a problem with it until I read it twice.

Roger is a friend of mine and you accused him of being dishonest. That I can assure you he is not. So go ahead and tell us your horror stories but when you run down a man’s character you better be able to back it up.

Later

bv

[Peter]

Bernie, I’m pretty sure this is the second time I responded to an inquiry about Signature, not the third. In any event, I included all that ridiculous detail in my post so that people could judge for themselves about my experience. If Roger denies a single word of what I’ve said, I would love to hear about it. I don’t know who Donald is, and don’t think I ever dealt with him. Roger and his shop were repeatedly dishonest with me about working on my bus when they plainly did not even look at it until it had been there nearly 3 weeks and they plainly didn’t put the bus back together (badly) until the morning I picked it up. They were so star-struck by Tom Cruise that they left me hanging and wasted my time. I am a very easy going guy and I was fine with helping Roger keep a celebrity customer happy, but I don’t like being lied to or having my precious spare time wasted by bullshit. And just to be clear, I’m not cheap. Since I don’t have the time, facilities or skill for major projects on my bus, I accept that I have to pay whatever I’m told it will cost to get it done. My issue with Signature is not about trying to save a buck by cutting corners or screwing someone out of payment for work they performed. I paid Roger’s bill in full without questioning it when even though I was peeved that he hadn’t done half of what I asked him to do. Only after it was clear the leak was not fixed did I insist on a refund of the charges for the water tank work. I still paid what he asked for the shade re-stringing, which was not a small amount.

After leaving my bus with Roger for over 3 weeks I still had to go elsewhere to resolve almost everything I brought it there for. I hired a former employee of Marathon for the bedroom remodel and I had the Cruisair issue addressed elsewhere. I fixed the water leak myself. That’s just not fair to me.

I have reported only what I personally experienced, not anything that I have heard from others or that I don’t know first hand. Frankly, I’m really glad when people have a great experience with a service provider. When I’m happy with the service, I gladly report that I am. I’m sure you and others are happy with Signature. I’m not. If somebody asks about my experience again, I’ll probably tell the story again. Roger can call me any time. He has my number.

[Archived]

Bernie, I stand corrected. I did mention Signature Coachworks in 3 posts. My prior posts were quite vanilla. Only in this thread did I consider that I had been asked to detail my experience. But you were right, it was 3 posts.

[Archived]

Hmmmmm.

Do lemon laws apply here?

Any comment Admin?

[Archived]

I appreciate you putting it out there about your experience. (All of you.)

And, if I might referee a litte bit here – “dishonest” is one of those terms that can swing both driections. It could be not that big a deal such as… “We’re working on it….” when they haven’t really started (we’re all familiar with that one.) Or it could be straight up fraudulent such as “They charged me for a new invertor… but the old one is still in there.” The timeline of what went down is all I heard.

If they had the bus for that long and basically didn’t fix it… and broke stuff… and lost your remotes. I’d be pretty upset too… even if they refunded some moeny due to the water still leaking. We enjoy our bus simply sitting in the driveway… driving it or not we love it. I’d hate for it to be gone that long. (probably why I try to fix so much myself!)

Thanks again for the input – if anyone else cares to tell their experience that’d be great!

On a side note – The Airstream place in LA is always talking about the “celebrity owned” unit they’re working on too. Honestly, I think they shouldn’t be putting that kind of info out there.

[Andy]

I’m having an issue with my aux. compressor and Liberty suggested Signature Coach since I’m out west.

Wow, I’m not getting the warm fuzzies from reading Bryan’s post. I may just wait until I can get to Florida or Chicago…or Jeff’s.

Mark

[Archived]

Mark are you telling us that after buying a coach worth over 1.5 million that they won’t fly somebody out to fix it , you got to be kidding me ,

[Bernie]

I’ll answer John’s question about Admin comments and Tom may also offer his viewpoint.

This site and forum is for the benefit of Prevost owners and enthusiasts. It is fully supported by our advertisers so everyone should keep in mind posts to the forum that are negative regarding any entity that sells, services or otherwise supports us or our coaches may impact the Prevost Community income. But having said that when we created this site one of our objectives was to be able to create a platform where we all could have honest discussions of mutual interest. We wanted those discussions to be free of censorship.

Since Prevost Community started in late 2011 there have been some posts very critical of some service providers. If there are no opposing posts to the post(s) that are critical we make every effort to provide access to the entity on the receiving end of the criticism so they may provide a response. Our only “rule” regarding a post critical of someone is it has to have a basis. I often give an example of a post that will be deleted. If someone says “ABC company is crooked” that post offers no support for the allegation and will be deleted without discussion.

However, in this instance Bryan made a detailed post regarding his experience. He defined what he expected, his conversations were outlined, and he posted the results. His post will stand. Others responded to Bryan’s post and they defined the experiences they had as well. If the people at Signature would like to respond all they need to do is register and I will provide them with a password. Then they can read every word and post any response they wish to make.

Every member should understand we encourage our members to share their experiences, both good and bad. All of us rely on references from other members to help us decide where to buy coaches or where to get them serviced. It is only from threads like this one, where both sides of an issue are provided an opportunity to post their experiences from which we all can form opinions on where we want to go for purchases or service.

What everyone needs to understand is that we should all share information about our experiences because many others can benefit from that exchange of information.

On a personal note I believe our small community of Prevost owners is very well served by those selling or servicing coaches. When we bought our first coach in 1990 the one thing about the purchase that took me completely by surprise was the high quality level of service and support I got for my coach from the various providers. With rare exception that holds true today.

[Archived]

Bryan

Maybe you learned something here. Next time you go in a shop let them figure out the problem instead of saying “my water tank is leaking” and after they pull it, find out there’s nothing wrong. Then with your self proclaimed limited skills you are able to fix it.

It is not my job to defend Roger, he can do that. I just know how things can go downhill and get exagerated when customers are not happy. For instance changing out your tv has now turned into a bedroom remodal.

Maybe you were neglected in your mind because Cruise had his bus there but I know they are not star struck like you said earlier.

I pulled in there once to dump my tanks and Clint Eastwood, Tim Allen and Charlie Sheen had there buses there and I had to wait to dump my shit just like them.

Later

bv

[Chas]

Peter,

Liberty has a approved a few selected service centers for Liberty coaches so that they don’t have to fly someone out. They speak highly of Signature Coaches.

I wish Bryan had a better experience.

Mark

[Tim]

We had our cruise air compressor replaced last winter, Roger and Donald diagnosed the problem and ordered a replacement compressor. They checked our mid cruise air as well and verified that all was working to spec. They came to our lot in Indio and replaced the compressor on site, on budget and schedule, so I wouldn’t have any reservation calling on them in the future.