Cummins Sales and Service

Not sure how this Cummins service center still has 5 stars — maybe the good reviews are from before Charlie showed up as service manager. We were there two months ago, and he was one of the most arrogant, dismissive, and unprofessional people we’ve ever dealt with. We brought our coach in for a check engine light, and after they “checked” it, they claimed the computer was bad — though it conveniently stopped working after their inspection. They downed tools right at 5:00 PM, as Charlie made it clear he was done for the day, customer or not. The next morning, he said he’d look for a replacement but only through other Cummins dealers. That meant a next day delivery. My husband picked up the phone himself and found one 45 minutes away at Freightliner. We drove there, bought it, and got it back by 3:00 so the tech could actually get something done. Thank goodness for the service tech, who was the only competent and decent person there. But even then, Charlie wouldn’t let us tip him, which tells you everything you need to know about his attitude. Bottom line: Rude, unhelpful management and zero accountability. The only reason our coach got fixed was because we did their job. Avoid this place unless you enjoy being talked down to by someone who mistakes arrogance for authority.

Terrible and expensive service. Dropped RV for oil change, generator repair, oil dipstick replacement. They advised that they could not fix the dipstick. They claimed they ran the generator for a day and ½ with no trouble. (They only had the RV for one day.) I got a bill for$488.05. The generator was not fixed. I called and they told me I could leave it so they could run it another day. NOT A Snowball's chance in H.. they will get a chance to bill me for over $400 for work they don't do.

Why 5 stars? Customer focused; to a person, staff is friendly; efficient; good communication; thorough, high quality work; no apparent up-selling. We were traveling in our diesel motorhome and encountered a show-stopping mechanical (fuel?) issue outside Columbia MO. I went to the Cummins service center at 7 AM in the morning, met Bob, the service manager, and described my dilemma. They are scheduling 2 weeks out, but he told me to bring the coach and they would try to help. He took me to the service area and introduced me to Charles who would be overseeing the work. We got back with the coach at about 8:30. It was in the shop within minutes, and we drove away happy six hours later. During that time they made sure we were comfortable in the lounge and checked in with us probably once every hour with status. When they finished the work, they test drove the coach to make sure there were no code indications or other problems and did a re-gen of the exhaust system. We were treated with utmost kindness and respect. The work was outstanding and the final checks assured technicians, but more importantly us, that it was done right. Great job everybody at Cummins Columbia! A word of advice for anyone who has work done at any service facility, whether Cummins or some other entity: Give them some grace. They are generally over-worked and under-staffed, and are still trying to please their customers. Sometimes it takes longer than you'd like to get an appointment and repair, but be sure they are trying in most cases.