Coachmen RV

Initial Business Response / [redacted] (1000, 8, 2016/09/26) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @forestriverinc.com Dear Mr [redacted] : I tried calling your phone number one record today and left a message Please call me on Wednesday September 28th so I can help you [redacted] Owner Relations XXX-XXX-XXXX PSI will be out of the office on the 27th

Initial Business Response / [redacted] (1000, 5, 2017/09/15) */ Ms [redacted] had a conversation with Mr [redacted] on 9/and they reviewed the charges that were on the work order and advised her of our reimbursement amountThey agreed and the check request was sent this morning to corporate for a check to be cutBoth parties were in agreement on 9/and the check should be sent from our corporate office early next week Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr [redacted] indicated to me the check request had already been sent to corporate prior to 9-13-He stated he would check status and call me back, which he did not doThe amount agreed upon was [redacted] This should not have been this difficultI do hope to receive a check for this amount the week of 9-18-

Initial Business Response / [redacted] (1000, 7, 2015/10/06) */ Contact Name and Title: Mel [redacted] - Owner Relat Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @forestriverinc.com Dear Mr***: Thank you for writing, however we wish you could have contacted us here at Coachmen first, so we could help you get your concerns addressed While our dealers are independent businesses (not franchises)and we are not involved in their day to day operations, we do have options to help youPlease contact me direct at XXX-XXX-XXXX and let me see if I can help direct you to another dealer that will help us Thank you again for writing and I look forward to speaking with you on the phone Mel [redacted] Coachmen RV XXX-XXX-XXXX [redacted] @forestriverinc.com OFFER: Repair and assistance finding another dealer Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, the technician at the dealer told me that he will send the photo to the Coachmen for services for damage areasI notice more damages as drove the RV back homeI left message to the dealer and the Coachmen service departments, but no one replied Finally the RV is in the shop but no word on when it will be fixedI only drove one day and that was to bring it home but it looks like it will be in the shop more then we were able to drive so far I will not be satisfied until it is all fixed and in my hands ASAP Final Business Response / [redacted] (4000, 16, 2015/11/04) */ Contact Name and Title: [redacted] - Owner Relat Below is the response we sent to the State of Washington and their response closing this case...we are working with Mr [redacted] to resolve his concerns OUR e-mail: Dear Mr [redacted] Thank you for writing regarding our customer Mr [redacted] ***: Please find attached the e-mail correspondence we have had with Mr*** It is our understanding that he has an appointment with a local dealer tomorrow (November 4, 2015) to have his remaining concerns addressed Please do not hesitate to contact us if you have any additional questions or require further information THE RESPONSE: File #: XXXXXX Dear Coachmen RV: The Consumer Protection Division of the Attorney General's Office received your written response to the consumer complaint filed by [redacted] regarding your businessThis concludes our informal complaint resolution processThis consumer complaint has been closedWe have provided a copy of your response to [redacted] *** Our Office monitors consumer complaints for possible indications of patterns of unfair or deceptive trade practices warranting further attention by our officeWe may open a formal investigation or take enforcement action pursuant to the Consumer Protection Act at any time if the facts and circumstances indicate that further action is warranted Please note that consumer complaints, including responses, are public records and are available to the public for copying or inspection in compliance with the Washington State Public Records Act, RCW Thank you for participating in this processIf you have questions or would like to submit additional information regarding this complaint, our email address is [redacted] @ATG.WA.GOVPlease include the complaint number given above on any complaint correspondence Sincerely, MARITZA [redacted] Consumer Resources Coordinator Consumer Protection Division X-XXX-XXX-XXXX for in-state callers X-XXX-XXX-XXXX for out-of-state callers OFFER: Final Consumer Response / [redacted] (4200, 18, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) My RV is back in repair center trying to fix the windshield for the second timeI hope it will be fixed on time for our planed trip this monthI'm worry about possible water damages to the front dashboard areas cause by all this windshield problems which it looks like it was going on for long timeThey sold me the RV with concealed problems which is dangerous to drive in rainy daysI feel that they knowingly put me in possible harms way since these issues should have been detected and fixed before they put me on the driver's seatAlso, issue of bathroom door post are not being addressed by both the Coachmen and the Dennis Dillon RV whom sold me the RVDealership person whom waled me through the RV before I signed the sales paper told me that warrantee coverage will get that fix and tool the photos but it looks like they were never processedI was totally deceived by the sales process which was assuring me that all problems with the RV will be fixed in local area when I came back homeHowever, I'm still trying to get those problems fixed and we have not been able to use the RV since we bought itMean time we are paying for the insurance and monthly payments which is sitting in the service center waiting for repairsSo much time and effort I'm spending to get this RV fixed so that it is like new RV is something we did not know when we were buying this new RVI could understand if it was used RV with years of usages but not from brand new RVI don't understand why this is happening to meAll I wanted was to get a new RV so that we did not have to worry about and deal with problems from very startBut, I'm still in a mess trying to fix those problems

Purchased a Coachmen Prism this year Moved and had some minor issues that needed to be addressed The local dealer wasn't able to get somethings done in an expedient manner, so I contacted the Coachmen warranty department They indicated that since I was within a couple of hours of the plant that they would take care of the work I've never had such great customer service beforeever They took people off the assembly line and attacked my RV like it was a NASCAR pit stop They even found some items that I had not noticed I know many times forums become a place to vent for people, but this is one person who is saying that Coachmen RV went way beyond what I expected

Initial Business Response /* (1000, 9, 2015/05/13) */
Good morning,
We are in receipt of the above case
In researching our records, we are unable to find any contacts from Mr***I have been in contact with Mr***' dealer, ***According to the dealer, their
contact with Mr***'s issue began on April 28, ***s indicated they have been in contact with Mr*** and an appointment has been scheduled with ***'s on May 20, This appointment will be to inspect the trailer and I have asked ***'s to contact me when they have received the trailer and have had opportunity to inspect itI have also requested that ***'s forward copies of all correspondence from Mr***, which I am waiting for
Our records indicate that Mr*** purchased his Freedom Express on May 15, 2012, warranty coverage on the trailer expired on May 15, 2013, nearly two years agoWhile Mr***' warranty has expired, our intent is to review the issue with *** and determine the cause, extent of the issue, what repairs are needed and responsibility for the repairsBecause the warranty has expired and there may be maintenance responsibilities on the owner's part, we will also request copies of maintenance records for review
Regards
Steve ***
Initial Consumer Rebuttal /* (3000, 11, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will bring the trailer in for inspectionit will not cost me any moneythe trailer simply has a defectI maintain it properly I paid 23000$ dollars for it.as if I would neglect itI don't know when the problem startedApril 28th is the date I made the complaintI sent pictures and emails to different reps at coachmenrv.com and didn't receive one reply or phone callI know what I'm againstI paid for it that's all the dealer and coachmen cares aboutwe love camping we got to do it for seasonsI hope to do it for many more
Final Business Response /* (4000, 17, 2015/06/03) */
Good morning,
After inspection of Mr*** trailer, we have agreed to make repairs to his trailer at no charge to himHis dealer has submitted and we have authorized the repair claimPlease let us know if further assistance is needed
Regards
Steve ***
Freedom Express Service Manager
***@forestriverinc.com
Final Consumer Response /* (3000, 31, 2015/08/26) */
I sent a similar message to the Ottawa branch helping me with the dealer complaint this is the dealer complaint id Revdex.com CASE#: XXXXXXX that case to my surprise was closedI assumed the Indiana branch and Ottawa branch would work together was I wrong? I have not received any response from coachmenrv or *** sportsi sent them another email today stating I am tired of waiting and want my refundmy next defence is facebook do you advise I go ahead with posting my emails and pictures for all to seeif you have done all you can please advise me what I can or should do next

I called to seek help regarding a warranty issue The male that I spoke to was rude and did not have positive customer service skills and seemed annoyed with my questions and was not helpful and he had a negative tone of voice
I called back three days later and spoke to a female on 6-4-and she was also rude and did not have a positive tone of voice and seemed annoyed to have to answer warranty questions
I called back on 6-4-to let the manager know of my unpleasant phone experience He was also rude and asked me what I wanted I told him that I wanted to let him know of my negative experience with his customer service department He told me that only one male and one female answer the phone I explained that they need to speak with a "smile in their voice" and maybe he could help them He told me that an employee died last night and that would explain today but not a few days ago
I think that the owner or director of the company needs to know about this Is this how all callers are treated or just women?

Initial Business Response /* (1000, 8, 2017/08/08) */
Contact Name and Title: *** ***, Svc & WarrMgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@forestriverinc.om
The customer's claim for reimbursement for warranty repairs has been processed and a *** reimbursement is forthcomingIn
communicating with the customer, the requested repairs to be covered by the warranty were approved and will commence as the service center's schedule permits
Initial Consumer Rebuttal /* (2000, 10, 2017/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** has responded in a positive manner and authorized our mechanic to do the repairs that need to be fixed

Initial Business Response /* (1000, 11, 2015/10/21) */
Good afternoon,
We have been in contact with Mr*** regarding service availability for his trailerHe has suggested and provided contact information for an independent service center in his areaAlthough this service center is not an
authorized service center, we will be in contact with them to determine what arrangements can be made
Steve ***

Initial Business Response /* (1000, 9, 2017/08/16) */
In regards to Mr. [redacted] complaint, Coachmen RV has contacted Mr. [redacted] to address his complaint, after this discussion Coachmen RV contacted the selling and servicing dealer, Keystone RV to address and correct complaint. Repairs were discussed...

and repaired and will be completed this week on completion Keystone will return unit to Mr.[redacted] at no charge. Per conversation [redacted] has extended a full 1 year warranty to support and warranty repairs made by the dealer, also at no cost to Mr.[redacted] Catalina has installed accessories including a slide topper to compensate Mr.[redacted] for his inconvenience,this was documented in a letter to Mr.[redacted] and noted and stored in his unit file.
Initial Consumer Rebuttal /* (2000, 11, 2017/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/09/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@forestriverinc.com
Dear Mr. [redacted]:
I tried calling your phone number one record today and left a message.
Please call me on Wednesday...

September 28th so I can help you.
[redacted]
Owner Relations
XXX-XXX-XXXX
PSI will be out of the office on the 27th.

Initial Business Response /* (1000, 5, 2017/09/15) */
Ms. [redacted] had a conversation with Mr. [redacted] on 9/13 and they reviewed the charges that were on the work order and advised her of our reimbursement amount. They agreed and the check request was sent this morning to corporate for a...

check to be cut. Both parties were in agreement on 9/13 and the check should be sent from our corporate office early next week.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] indicated to me the check request had already been sent to corporate prior to 9-13-17. He stated he would check status and call me back, which he did not do. The amount agreed upon was [redacted] This should not have been this difficult. I do hope to receive a check for this amount the week of 9-18-17.

Initial Business Response /* (1000, 7, 2015/10/06) */
Contact Name and Title: Mel [redacted]- Owner Relat
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@forestriverinc.com
Dear Mr. [redacted]:
Thank you for writing, however we wish you could have contacted us here at Coachmen first, so we could...

help you get your concerns addressed.
While our dealers are independent businesses (not franchises)and we are not involved in their day to day operations, we do have options to help you. Please contact me direct at XXX-XXX-XXXX and let me see if I can help direct you to another dealer that will help us.
Thank you again for writing and I look forward to speaking with you on the phone.
Mel [redacted]
Coachmen RV
XXX-XXX-XXXX
[redacted]@forestriverinc.com
OFFER:
Repair and assistance finding another dealer
Initial Consumer Rebuttal /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, the technician at the dealer told me that he will send the photo to the Coachmen for services for damage areas. I notice more damages as drove the RV back home. I left message to the dealer and the Coachmen service departments, but no one replied.
Finally the RV is in the shop but no word on when it will be fixed. I only drove one day and that was to bring it home but it looks like it will be in the shop more then we were able to drive so far.
I will not be satisfied until it is all fixed and in my hands ASAP.
Final Business Response /* (4000, 16, 2015/11/04) */
Contact Name and Title: [redacted]- Owner Relat
Below is the response we sent to the State of Washington and their response closing this case...we are working with Mr. [redacted] to resolve his concerns.
OUR e-mail:
Dear Mr. [redacted]
Thank you for writing regarding our customer Mr. [redacted]:
Please find attached the e-mail correspondence we have had with Mr. [redacted].
It is our understanding that he has an appointment with a local dealer tomorrow (November 4, 2015) to have his remaining concerns addressed.
Please do not hesitate to contact us if you have any additional questions or require further information.
THE RESPONSE:
File #: XXXXXX

Dear Coachmen RV:

The Consumer Protection Division of the Attorney General's Office received your written response to the consumer complaint filed by [redacted] regarding your business. This concludes our informal complaint resolution process. This consumer complaint has been closed. We have provided a copy of your response to [redacted].

Our Office monitors consumer complaints for possible indications of patterns of unfair or deceptive trade practices warranting further attention by our office. We may open a formal investigation or take enforcement action pursuant to the Consumer Protection Act at any time if the facts and circumstances indicate that further action is warranted.

Please note that consumer complaints, including responses, are public records and are available to the public for copying or inspection in compliance with the Washington State Public Records Act, RCW 42.56.

Thank you for participating in this process. If you have questions or would like to submit additional information regarding this complaint, our email address is [redacted]@ATG.WA.GOV. Please include the complaint number given above on any complaint correspondence.

Sincerely,

MARITZA [redacted]
Consumer Resources Coordinator
Consumer Protection Division
X-XXX-XXX-XXXX for in-state callers
X-XXX-XXX-XXXX for out-of-state callers
OFFER:
Final Consumer Response /* (4200, 18, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My RV is back in repair center trying to fix the windshield for the second time. I hope it will be fixed on time for our planed trip this month. I'm worry about possible water damages to the front dashboard areas cause by all this windshield problems which it looks like it was going on for long time. They sold me the RV with concealed problems which is dangerous to drive in rainy days. I feel that they knowingly put me in possible harms way since these issues should have been detected and fixed before they put me on the driver's seat. Also, issue of bathroom door post are not being addressed by both the Coachmen and the Dennis Dillon RV whom sold me the RV. Dealership person whom waled me through the RV before I signed the sales paper told me that warrantee coverage will get that fix and tool the photos but it looks like they were never processed. I was totally deceived by the sales process which was assuring me that all problems with the RV will be fixed in local area when I came back home. However, I'm still trying to get those problems fixed and we have not been able to use the RV since we bought it. Mean time we are paying for the insurance and monthly payments which is sitting in the service center waiting for repairs. So much time and effort I'm spending to get this RV fixed so that it is like new RV is something we did not know when we were buying this new RV. I could understand if it was used RV with years of usages but not from brand new RV. I don't understand why this is happening to me. All I wanted was to get a new RV so that we did not have to worry about and deal with problems from very start. But, I'm still in a mess trying to fix those problems.

Initial Business Response /* (1000, 5, 2017/08/15) */
Contact Name and Title: [redacted] Warranty Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@forestriverinc.com
I have contacted Mr. [redacted] and the windshield is being replace at Lazydays RV. The new windshield has been ordered and Mr....

[redacted] has an appointment to get the windshield replaced.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent my motorhome to three separate repair facilities. The first being Giant Recreational World which is a authorized Coachman Repair facility. I was advised that the windshield was fixed. When in fact it was not. I still have multiple problem with my motorhome which are still waiting to be fixed. I refuse to take the motorhome back to Giant Recreational World for service. I took my motorhome to freightliner for repair of driving instrument computer as it was not functional properly. This problem has been fixed. I then took my motorhome to Charlotte RV service for repair. Charlotte RV service is a certified Coachman repair facility. My motorhome was there for approximately one week. I was sent a work order that did not match what I had relayed to there service department of repairs needed. The next day I drove to same and personally showed the service manager the problems, damage(broken non working) of my motorhome. I was contacted via email and advised to pick up my motorhome as there was nothing that they could do to help me. They refused to fix my motorhome. So I took upon my self to contact Lazy Days Rv in Tampa to arrange repair of my motorhome. I then was contacted by [redacted] of coachman who stated he would facilitate the repair of my motorhome. My appointment is August 29. Seeing how this is the fourth repair facility that my motorhome is going to in the one month of owning it I will only accept response when my motorhome actually gets repaired.
Final Business Response /* (4000, 9, 2017/08/17) */
Coachmen is working with Mr. [redacted] and Lazydays RV to get his unit repaired.
Final Consumer Response /* (3000, 14, 2017/08/25) */
Contacted lazydays regarding repairs to motorhome. Lazy days are unaware of any other repairs that are needed. Lazy days has received nothing from Mr Buss . I was advised that I would be receiving a replacement faucet. I received nothing. Coachman has failed to facilitate the repairs to my motorhome.

Purchased a Coachmen Prism this year. Moved and had some minor issues that needed to be addressed. The local dealer wasn't able to get somethings done in an expedient manner, so I contacted the Coachmen warranty department. They indicated that since I was within a couple of hours of the plant that they would take care of the work. I've never had such great customer service beforeever. They took people off the assembly line and attacked my RV like it was a NASCAR pit stop. They even found some items that I had not noticed.

I know many times forums become a place to vent for people, but this is one person who is saying that Coachmen RV went way beyond what I expected.