Good service

Went to Erwin Hymer Centre to look at a Dethleffs Alpa 6820. Steve showed us around the different models and was a great help.
Nothing was too much trouble for Steve and after deciding to purchase this beautiful van, we sat down to make the van as perfect as it could be for us with adding different extras on.
Steve kept us updated all through the process of the van being delivered and the work being done in their workshop, even sending us photos and videos.
We picked the van up within a fortnight of it being ordered, again this was such an easy process of handover with being shown everything on the van.
We then stayed on a local site not far from the centre to get used to the van.
We had a few minor problems and rung Steve who told us to pop in on the way home and someone from the workshop would have a look.
We expected this to take a few hours but as soon as we arrived at the centre 2 of the workshop men drove the van to the workshop and brought it back to us within the hour with the minor problems sorted.
We are very happy with the experience we had with Erwin Hymer Centre.

During our holiday in England we had a problem with the batterie (car batterie LAIKA, Fiat Ducato). We found a great help at the Erwin Hymer Center Travelword. They made sure to have the right batterie in time (not so easy with a german registration), gave us a quick appointment and managed everything very fast and in a professional manner. On top of that the staff were absolutely friendly (thank you Rae).
They saved us our holiday!

Rae was a delight. She was very helpful and got everything I asked for sorted or explained what were the next steps. Brilliant service.
Steve explained the water issues I had with my 10 year old Hymer. His investigation and walk around the vehicle was communicated clearly and precisely. Again Brilliant

I have to say my overall 8mpression of the dealership and the people was exceptional. Thank you

The whole experience from buying my Hymer to yhe after sales experience has been exceptional.
I couldn't recommend the sales and after sales Technical sales team high enough.
They are so polite and supportive.
My dealings with Rae and Hollie post sales have been fantastic.
Thankyou

Me and my wife were new to motorhome world and yhanks to the staff st Erwin Hymer we feel assured

I required an english language manual for my Goldschmitt hydraulic levelers and the German website has no dicument downloads I could find. I found out Travelworld were a main dealer for this equipment. I contacted them and Carol on reception put me through to Rae in Service and Support. A short while later Rae called to say they were sending me a .pdf of the english language manual, which arrived in my inbox moments later. They were friendly, helpful and responded promptly even though this was not revenue generating; an example of good old fashioned customer service.

Systematic failures result in ONE star for Travelworld

I can only give Travelworld ONE star, and that’s being generous. My experience with them has been defined by consistent failures across every stage of the sales and after sales process. Travelworld has repeatedly fallen short of the standards I expected when purchasing a new motorhome.

From the start, some of the options requested were missing from the order. After eight months, and repeatedly flagging an issue to Travelworld, it came to light that Travelworld had ordered the wrong base vehicle – so that vehicle had to be rejected. So, another long wait for the replacement motorhome.

Upon delivery of the vehicle to the dealership, Travelworld admitted they had damaged my vehicle in their workshop prior to handover. Resulting in another delay while repairs were required.

The pre-delivery inspection was ineffective: known faults with light switches weren’t resolved. Plus, other faults with blinds, skylight handles, the wrong TV model and outdated Hymer software were all missed from PDI. Requiring costly return visits for resolution.

In my experience, Travelworld’s installation work has been below the standards I would reasonably expect. Plus, the warranty repairs have been slow and inconsistent.

On many occasions, most parts were unavailable, or I discovered the original part had not actually been replaced, or taken from another vehicle.

Despite multiple return visits, problem still persist with the habitation door and remain unresolved.

In the last 18 months, I’ve had to return the new motorhome four times, losing 14 days, driving over 1,300 miles and spending 10 nights in hotels, and incurring more than £1,700 in extra costs – with problems still outstanding.

Based on my experience, I cannot recommend Travelworld and have formally asked Hymer to transfer my warranty to another dealer.

Update following Travelworld's response:

I don’t understand why Travelworld claims to be “surprised” by my one-star review. I informed Travelworld’s MD in writing of my intention (along with more detailed examples of Travelworld’s failings) a whole month before the one-star review was even posted on Trustpilot.

Secondly, as the service team member allocated to my case hasn’t contacted me in seven weeks, I have no idea what Travelworld is working on to resolve my “concerns”. Note: They weren’t concerns. They were a series of serious complaints about Travelworld's pre and post sales service performance.

I had excellent service from start to finish from all staff at Erwin Hymer Travel World, particularly Hollie who was friendly, helpful and kept me informed throughout. Rae, a new team member, also deserves a mention. Unfortunately, our motorhome had a diesel leak and I wanted it to be sorted quickly, as we had holidays booked. Although, they were busy, I was kindly given a 1 hour appointment for initial investigation and quickly booked in to have the work done. I was very impressed with the premises, with a good showroom and an excellent waiting area. From my experience, I would highly recommend Erwin Hymer.

Absolutely superb customer service from Rae under the supervision of Hollie. (MOT & Annual Service and repair to Habitation Electric entrance step of Pilote A-Class Motorhome.) High levels of attention to detail with exemplary comms throughout. Thank you very much. Could not recommend more highly.

Very helpful, nothing was too much trouble. Fully recommend this company to anyone wishing to purchase a Motorhome

BEWARE Poor Customer Service

Listening to their customers questions and answering them with pre thought and consideration is lacking. I telephoned and asked to book our motorhome in for a detailed inspection with attention to some specific issues. I received a few days later an automated email to state that I could not add any further jobs to the ones agreed. But why do they not send an email to confirm the booking and jobs discussed.

On the day of the work, I expressed my concerns and if the call operator had fully understood the jobs that needed doing and why they had not confirmed this. The after sales manager made no attempt to understand my concerns and instead insisted on defending the staff. Part way through the work an explanation had been given as to what would be done, and explained that one job (repair / replacement water pump could not be fitted due to belongings in the garage). He said that this was a simple job and could easily be done by myself. This I understood and asked if detailed information could be provided to enable me to fit another day. On completion of the other jobs, and payment made, I asked for a detailed explanation for the fitting of the water pump. I was then passed to someone else, whilst the after sales manager walked away into the showroom to offer help to another enquiry. The person said they did not know exactly where the pump was and could be under the bed. WHY would I be told that the work could not be done due to belongings in the garage, if in fact the water pump is under the bed on the main habitational area!! I felt that in general that they couldn't be bothered to spend time with me, give and advice I sought.

After complaining by email on my return home, had a reply and again defending the company with no understanding whatsoever, and no further offer of help. After sending further emails to request the formal complaint procedure and contact info to the MD, chairman or COE was told he was the only person I could talk to and followed on by stating he would not reply to any further email!! He also stated that we had not been to them for over 6 years and had not bought our motorhome from them. So can only assume and beware any other potential customers, that if you don’t buy your new motorhome from them, you will be considered a 2nd class customer and treated as such with little respect and understanding. At some point we would have considered buying a new motorhome, but certainly would never consider buying one from Erwin Hymer, as I would also worry that after sales service would be lacking.
We had a family business for many years and customer service had always been paramount and to have good listening ears and having a full understanding of our customer needs, going well further than our legal obligations. This company does not hold the same values and instead appears treat their customers with disdain.

Recently purchased a new vehicle that was already on site. Sales team operate very relaxed no pressure experience. Ian our sales exec went above and beyond to answer our questions and was always extremely quick in responding even if it was occasionally I need to go away and check will be back as soon as. Faultless communication 👌

Friendly approachable staff, allowing us to view vehicles on our own but the answered any queries we had in a timely manner.
Handover run very smoothly. Explained all aspects of the motorhome points, e.g. heating, wastewater, engine details, TV etc. We know that if there are any further questions/queries Adrian is at the end of the phone for us.

I recently had a habitation and damp check on my motorhome Hannah my service advisor was extremely efficient and professional the best service I have received from you Mark Eales

Hanna on customer service couldn’t have been more helpful and kept us informed as the job progressed.Also the technicians sorted the problem quickly after previously giving some advice via email.Excellent..

Excellent service as always all round

I have been a customer of this company for 4 years and have bought two vehicles from them. Their service has been patchy to say the least. I rang them last Friday for emergency technical advice whilst in France. It is now Tuesday. No one has called me despite a chase up call.
Always remember if you choose to be their customer that you are totally on your own once they have taken the money.
Also, in respect of the warranties they provide they are toilet paper.
As with so many companies they sit behind a reputable brand and seemingly get away with very poor customer service.

Great company with excellent staff. Everything very well presented.

Expensive but need the warranty so we are where we are

Great place and people, wide range of stock to look at.
Handover could have been slicker but very satisfied with the vehicle.