We bought our Airstream from Airstream of Austin before it was bought by Blue Compass. The sales experience was pretty good, but the service department was a total nightmare. They rarely could be troubled to answer the phone or return our messages! We went through many iterations of the same infinite loop: They’d ask us to email a list of repairs required. We’d sent our list. Then they’d ignore us. We’d call, we’d email, nothing. When we’d finally get a live connection with an employee, they’d ask us to send our list again. They are colossally disorganized and their reputation for bumbling customer service and repair work is spread far across the country. On our first trip out of state, we bumped into fellow Airstreamers who also had a bad experience with these guys. Complaints about them are all over the Airstream Addicts Facebook group. In the end, we went elsewhere for our service and we’re unlikely to ever return to Airstream of Austin. I had hoped that the change in management would mean an improved operation, but word around the campfire is that it’s as bad now as it was back then.
We went to Tom’s for an axle replacement on our 2022 Airstream Flying Cloud. The axle was replaced under warranty by the manufacturer (Dexter), so we paid nothing out of pocket. We were referred here by the old Airstream of New Mexico, which has since changed hands and relocated. While they weren’t always good about returning calls and didn’t always have the best bedside manner, when all was said and done we came away feeling good about the experience. We arrived a few minutes before they opened, the promptly completed the work, and we were on our way by early afternoon. The employees, including Tom himself, were fun to talk to and weren’t shy about us watching as they worked. I even got some brake maintenance tips while we were there. It was also fun to find an old Airstream motorhome sitting on the lot.
Wonderful experience here! While towing our 30′ Airstream trailer, my wife and I noticed that one of our tires had a strange indention that spanned several inches across the inside half of the tire’s tread. This Discount Tire was somewhat in our travel path, so we called and explained the situation to the guy who answered. He was very helpful, professional, and articulate. He provided clear instructions for the best way to pull my trailer into their lot. After we arrived, another employee came out to look at our tire. Turns out, the tire’s belt had separated so the tire could have blown at any moment. Very thankful that we were able to address the problem from the safety of a parking lot instead of the side of a road somewhere. We ended up replacing all 4 tires based on the uneven wear patterns found on 2 of the 4 tires. This was done within 2.5 hours of our arrival. Once the job was completed, they allowed us to remain in their lot while we ate some lunch and figure out where our next stop would be. The entire experience here from our initial phone call to the completion of the job was positive.
The only critique I can offer is that they clearly aren’t used to working with Airstreams and didn’t have a jack with enough reach to use our official jack points. Fortunately, I was aware of other safe jack points and could give them instructions. But it was a good thing I watched carefully because the young man with the jack clearly didn’t receive the instructions I had given the first guy I talked to! He immediately started jacking from an unsafe point on the axle and I had to stop him and repeat my instructions.
We bought our Airstream from Airstream of Austin before it was bought by Blue Compass. The sales experience was pretty good, but the service department was a total nightmare. They rarely could be troubled to answer the phone or return our messages! We went through many iterations of the same infinite loop: They’d ask us to email a list of repairs required. We’d sent our list. Then they’d ignore us. We’d call, we’d email, nothing. When we’d finally get a live connection with an employee, they’d ask us to send our list again. They are colossally disorganized and their reputation for bumbling customer service and repair work is spread far across the country. On our first trip out of state, we bumped into fellow Airstreamers who also had a bad experience with these guys. Complaints about them are all over the Airstream Addicts Facebook group. In the end, we went elsewhere for our service and we’re unlikely to ever return to Airstream of Austin. I had hoped that the change in management would mean an improved operation, but word around the campfire is that it’s as bad now as it was back then.
We went to Tom’s for an axle replacement on our 2022 Airstream Flying Cloud. The axle was replaced under warranty by the manufacturer (Dexter), so we paid nothing out of pocket. We were referred here by the old Airstream of New Mexico, which has since changed hands and relocated. While they weren’t always good about returning calls and didn’t always have the best bedside manner, when all was said and done we came away feeling good about the experience. We arrived a few minutes before they opened, the promptly completed the work, and we were on our way by early afternoon. The employees, including Tom himself, were fun to talk to and weren’t shy about us watching as they worked. I even got some brake maintenance tips while we were there. It was also fun to find an old Airstream motorhome sitting on the lot.
Title here
An old Airstream Motorhome was on Tom's lot.
Wonderful experience here! While towing our 30′ Airstream trailer, my wife and I noticed that one of our tires had a strange indention that spanned several inches across the inside half of the tire’s tread. This Discount Tire was somewhat in our travel path, so we called and explained the situation to the guy who answered. He was very helpful, professional, and articulate. He provided clear instructions for the best way to pull my trailer into their lot. After we arrived, another employee came out to look at our tire. Turns out, the tire’s belt had separated so the tire could have blown at any moment. Very thankful that we were able to address the problem from the safety of a parking lot instead of the side of a road somewhere. We ended up replacing all 4 tires based on the uneven wear patterns found on 2 of the 4 tires. This was done within 2.5 hours of our arrival. Once the job was completed, they allowed us to remain in their lot while we ate some lunch and figure out where our next stop would be. The entire experience here from our initial phone call to the completion of the job was positive.
The only critique I can offer is that they clearly aren’t used to working with Airstreams and didn’t have a jack with enough reach to use our official jack points. Fortunately, I was aware of other safe jack points and could give them instructions. But it was a good thing I watched carefully because the young man with the jack clearly didn’t receive the instructions I had given the first guy I talked to! He immediately started jacking from an unsafe point on the axle and I had to stop him and repeat my instructions.