I am a Sales & Marketing Manager and have encountered customer service issues in many aspects of my work but I have never worked with a service center that has lacked as much as Cummins NW. It took almost 3 weeks for repairs to be done and the phone communication from the service department was almost nil. Our mechanic worked the night shift so he could not contact our warranty company (east coast) and no notes were left for any day shift personnel to take over. We lost over a week in just communication time from warranty to service. I have cancelled two trips due to this and will never take my coach back to Cummins NW, Kent for service. I think the intention to do right was there but unfortunately the motivation was not, in fact in the end the day mechanic was down right rude. I am waiting for a call back from the manager, we'll see if that happens. I don't write many bad reviews, but I urge anyone who takes their coach there to think twice, especially if it is warranty covered repairs. UPDATE: So I'll change this to 3 stars. The GM called me back and was able to expedite the repairs. He also knocked off a significant amount to ensure we did not have any out of pocket expenses after the warranty company paid their portion. Overall the experience was still frustrating but the GM made good on his word and worked hard to make us feel as if we were a priority
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