Awesome Ford & RV

Complaint: ***I am rejecting this response because: The amount of rain at each and every time should not have resulted in a leakThey bring it in and apply sealant that ordinarily wouldn't be there? We should not bear the brunt of a manufacturing problem!We feel we have not received the product we have paid forThey only came and got the trailer themselves AFTER, repeated trips of our doing on our dime! We are extremely unhappy with the product and service we have recieved.Sincerely,*** ***

RE: *** ***
ID# ***
Ms***,
Awesome RV is currently working in conjunction with the manufacturer of the trailer to address the complaint issued by the consumer, Mrand Mrs***. Extensive measures have been taken with unsatisfactory results. There were a
multitude of concerns regarding the awning and repairs have been made per the manufacturer’s instruction, as well as additional steps that were taken in hopes of minimizing the chance of a future failure
The entire awning fabric, as well as the awning rail, was replaced per manufacturer instructions under the belief that the installation of these at the factory had been compromised. Originally, the awning rail had a slight sag, allowing an abvolume of water to accumulate at the center of the awning, rather than running off the gutter rails. That rail was removed and installed at a slightly higher position to encourage water run-off to migrate down the gutters, rather than overflowing onto the awning material. The original joint in the awning rail trim was eliminated when the rail was replaced to address whatever water may have been leaking thru at that point. The original awning fabric was replaced to eliminate the two holes that were created by set screws in an abplacement. Sealant work was performed above and beyond what would be considered for the application in attempts to minimize the amount of water that may be tracking back into the poly cord channel where it appeared the majority of water was emerging from. Awesome RV also applied a waterproofing material to the stitching of the awning fabric in attempts to eliminate any water wicking through stitches where the fabric is sewnEach of these corrections yielded improvements to some degree or another. After those repairs were made, a water test was performed. We were able to force a leak, but the amount of water it took to do so was deemed to be well beyond the amount of rainfall that the awning should be subjected to. The unit was released back to the customer
Within a few days, Mr*** contacted us to advise us that the awning had been out in some very minor rain and that the leak had reappeared. We reacted by sending a technician to his residence to witness the problem, hoping to gain any information as to its use that may help aid in finding a solution. We then coordinated with Mr*** to send a driver to his residence to pick up the trailer so additional repairs could be made based on factory recommendations. This has all transpired over the last week or so. In the meantime, we have been in contact with a different warranty administrator at the manufacturer who claims to have dealt with this issue multiple times. New information has been provided as to how we should proceed with another repair. We performed that repair on Friday January 8th, which required the application of additional sealant. The unit was left inside over the weekend to allow the sealant to cure fully. The trailer will be going outside to be retested either today or possibly tomorrow, depending on the condition of the sealant
It is the belief of the warranty administrator at the manufacturer now involved that the last recommended repair will remedy the problem as it apparently has multiple times in the recent past. We will know within the next day or so, after testing, if it has been successful or if further contact with the manufacturer will be necessary
Jim J***
Service Manager
Awesome RV

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Customer had one a flat tire and we replaced all four tires with brand new tires (Per our Sales Manager Ryan)Our customer is satisfiedPlease close this case.Thank you- Tami

RE: Complaint # *** January 19,
Awesome RV certainly understands the frustration associated with working through the warranty process on a new trailer purchase. Unfortunately, we are obligated to follow certain processes required by the manufacturer including performing the repairs per their recommendations. These recommendations are not always as productive as we or customers would like. In this particular case, time was lost following these recommendations. With this said, we were able to gather better information and guidance from other personnel at the manufacturer that have proven to be successful
After picking up the unit from the customer’s residence and performing that last recommended repair, the awning was tested for two days in moderate rainfall with no leaks. The trailer was then returned to the customer. On January 19th, I contacted Mr*** as a follow up to verify that the repair was successful. Mr*** confirmed that the awning had been out in some significant rain since it was returned and had not leaked
Again, Awesome RV understands that there is frustration involved when making a new trailer purchase and experiencing warranty issues. The reality is that this is much more common than not. Of the 80-units at our repair facility at any given time, well over 50% of them are here for warranty repairs on units less than year old Unfortunately there are manufacturing defects and product failures with all new recreational vehicles. Luckily, the vast majority of these occur in the first year while the RV is still under the manufacturer warranty. Under those circumstances, Awesome RV acts as a repair facility on behalf of the manufacturer (in this case, Forest River) but must do so while following their warranty processes
Awesome RV has and would continue to encourage Mrand Mrs*** to contact Forest River about the manufacturing defects. In past cases, manufacturers have been known to extend warranty periods to compensate owners for the lack of use of a trailer due to previous or current issues
Jim J***
Service Manager
Awesome RV

Customer has been talking to the Service Manager Roy and the check engine light has been fixed and a headlight assembly has been ordered for her vehicle. The head gasket on a scale of 1 to 5 is a one. There is no reason to replace it. Customer has signed an As Is- No Warranty.
Thank you- Tami /...

Customer Relations Manager

I talked with our Ford Service Manager ([redacted]) and he has talked with [redacted] and our customer is satisfied. The Transmission was under warranty. The radiator was leaking and needed replaced[redacted] received 15% off parts and labor. Please close this case.Thank you- [redacted] /...

Customer Relations Manager