Cruiser R V, LLC

Initial Business Response / [redacted] (1000, 18, 2017/02/24) */ In this case, we were able to locate one warranty request for the trailer in questionThe claim was submitted to Cruiser RV on 2/15/and Cruiser RV responded to the claim on 2/16/The majority of the items on the warranty claim were adjustments and cosmetic items that are not covered under the warranty policy after days of customer ownershipThis trailer was purchased in August of and the claim submitted in February 2016, which is the reason for the denial of many of the items on the claimThere were items that were approved for repair under the same claim and our assumption is that they have been repaired as we have paid the dealership to perform them

Do NOT buy a Cruiser RV!!!!!!!!!!!!!!!!!!!!! We bought a Shadow Cruiser in August We have had to take the camper back to the dear around times Some of the problems: radio wouldn't work and now the dvd player won't currently work, bunk bed support ledge broke, kitchen table bed ledge caved in, plumbing problems, paint on the front of the camper faded badly, leaking problems, air conditioner broke, they had to replace the dc battery, already had to get the roof resealed, kitchen table top came off the board that holds the poles in and the list goes on Very poorly made camper I very unsatisfied with this purchase Every time we go camping something breaks or don't work If I wouldn't loose money on this camper I would return it in a heartbeat!!

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Contact Name and Title: Chad [redacted] - CustServ Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @heartlandrvs.com As soon as we learned of this complaint, which is the first complaint from this customer, we contacted the customer directly and started a plan of resolutionWe will take of this customer using our warranty policies and procedures OFFER: Fix the unit under our warranty policies and procedures Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes Chad had his representative contact us and we are working with him to have the repairs doneWe appreciate the prompt response from [redacted] and the Cruiser rep we are dealing withI'm confident that this will be handled appropriately by Cruiser and that the end result will be satisfactory

Initial Business Response / [redacted] (1000, 16, 2017/02/21) */ After reviewing this case, we have found that this unit has a warranty claim in the system from December of It appears from that claim that several items were repaired as part of our standard warrantyIf there are still outstanding items, please let us know and we will review the situation with the customer Thank You Initial Consumer Rebuttal / [redacted] (3000, 18, 2017/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to have problems with the unitThe fenders on both sides have come offThere are screws threw these at the bottoms which would lead one to believe they are anchored to structural support, there is nothing behind them, the aluminum siding is none existent behind them, the micro wave has dropped due to inadequate structural support below it, trim continues to just fall offI have repaired many of these items Unit spent over weeks in shop the first yearDealer repaired water leak stated it was a maintenance issue, as the slide which stopped workingI purchased the extended warranty a [redacted] mistakeThe floor is spongy from the water leak I have talked to a couple others who are experiencing similar issuesAll is due to poor craftsmanship and inadequate oversight If Cruiser would like to take this unit in trade reasonably close to what I still owe I will trade in, even on a lessor unitThis one is a lemonMy credit score is in the 800's, I maintain unit in closed quarters, and keep extremely clean Just give me days notice Final Business Response / [redacted] (4000, 20, 2017/02/24) */ Can you please verify your VIN for me? In reviewing this, I am seeing a different vehicle than you describe registered to [redacted] please advise

Initial Business Response / [redacted] (1000, 8, 2016/02/02) */ Contact Name and Title: Chad [redacted] - CustServ Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @heartlandrvs.com In this case, Cruiser RV has done due diligence in researching the request for warranty in its entiretyIn a case such as this, Cruiser RV would request information concerning the vent tube of the tankThe tank is designed to vent air out of the tank through the vent tubeIf the vent tube is kinked or blocked for any reason, the tank will not be able to release air and therefore the tank would expandOther than overfilling the tank, this is the only explanation for the condition that was stated in this claimThe vent tube checked out to be free from obstruction or kink, which would lead us to believe that the tank was overfilledFrom our research on the information provided, this is not considered a warrantable item as no defect has been found and Cruiser RV will not participate in warranty coverage for that reason OFFER:

Initial Business Response /* (1000, 5, 2016/08/17) */
Our records indicate that there have been two requests for warranty work on this unitThe first request was submitted in October of 2015, which was approved by Cruiser RV in full except for "missing refrigerator bins"the second was
submitted and approved by Cruiser RV in January of The latest claim was for a slide out motor and the claim has been completed according to the repair facility and the warranty systemWe have a warranty in place to take care of issues during the warranty periodIt appears that all requests have been responded to in a timely fashion by Cruiser RVIf there are outstanding warranty issues, the repair facility/dealer will simply need to make the requests for Cruiser RV to review for warranty
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2016/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Arlington RV and they have copies of all the e-mail correspondence with Cruiser RV LLCSimply put, they did not respond in a timely fashionI will obtain and forward the proof to the AG's consumer complaint divisionThis is beside the pointMy wife and I want to go on a road trip across the country and we have no confidence in this RVWe love the design so if they could replace this RV with one of better quality we will not obtain legal representation to seek a refund
Final Business Response /* (4000, 9, 2016/09/01) */
After reviewing this, we are only to find one claim in the warranty system requesting authorization for warranty repairsThe claim is from January and was authorized by our warranty departmentSince that time, no further claims have been submitted for this trailerIf issues arise during the warranty period, it is required that the repair facility contact Cruiser RV for warranty authorizationIf that does not occur, we are not able to authorize or track warranty repairsThe warranty on this trailer expired in July of

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: Chad *** - Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@heartlandrvs.com
From the complaint I am finding it difficult to understand exactly what is still needing to be fixedI will try to
address the issues that still existThe TV design is simply a designit is flawed in the opinion of the customer, but this does not constitute a warrantable defect nor is it a safety issueWe have thousands of travel trailers on the road with this very design and it has never been a safety issue and is still not a safety issueWe will not address this as a warrantable item
The thickness of walls and the design of the windows do not always allow all shades to be pulled completely to the bottom of the windowThis is common in most floor plans and typically, one or two windows are the only ones affectedThis is also a preference issue and not a warrantable defect
The height of the ceiling and the relative height of the controls for the exhaust fan are also part of the design of the trailerThis is a common fan design throughout the industry and is also not a warrantable defect
I apologize that Mr*** has had some issues with his trailer; however, it appears that we have covered defects in accordance with our warranty policy and procedureIf there are any further questions, please feel free to contact me
OFFER:
All of the complaints that I can see and that have not been addressed are not warrantable defects of the product that the consumer purchased
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Mr***: I have received your response to my complaint to the Revdex.com on your Fun Finder RVOne would think that you or your company can never make any mistakes and if you just happen to you can always say this is a Preference IssueDo you think anyone would knowingly buy something that could cause them to be trapped inside there bedroom because the swivel TV blocks the doors from openingAlso anyone who is honest with there costumers would take the time to point out things like these windows shades only go down half way and never swivel the swivel TV as you will be trapped in the bedroomAlso if your are not over feet inches tall you will need some one to turn your fan onJust to make things clear with you we did not install the TV or the mount this was done at your company's factory in IndianaHad anyone taken the time to swivel it they would have spotted the trouble right away ( The mount is to thick ) this causes the TV to stick out to far when swiveled to the front or bedroomAnd that is why the sliding doors will not open as they hit the TVMr*** have you ever been inside this model??? I think you would not find a Preference Issue just some very poor design issues that can be corrected with a little common senseYour Customer
Final Business Response /* (4030, 10, 2015/10/22) */
appreciate your concernWe build all of our units to meet or exceed all RVIA standards and we are audited on our processes and materials regularly by themWe do our very best to meet the demands of the market and build a solid product with an affordable price while meeting or exceeding regulations set forth by each agency that regulates the industryI will pass your concerns on to all of the parties that make design decisions for our unitsAt this time, there is no warranty coverage for the issues that you have described as these are not warrantable defects, but rather a preference issueThank You
OFFER:
No offer at this time as the issues stated are not warrantable defects in the product

Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Chad *** - Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@drvsuites.com
We have reviewed the history of service on this unit in our online warranty system and the following records are all that we
have on this unitWe replaced two cabinet doors, one piece of trim, and the customer has had a couple of claims turned in for slide out repair, which look to be mechanical (motor, synchronizer, and switch) replacements, trim piece on a bunk replaced, and the hot water handle on the shower was plumbed incorrectlyWe have no history of roof leaksThe unit is now out of warranty; however, our suggestion would be that the issues be diagnosed by an rv technician or dealership and the diagnosis be reported clearly to us for reviewUpon review, we will determine whether the current issues are warrantable itemsOur history of the claims also do not indicate any reason for the unit to be in for service for a month time period
OFFER:
Review current issues to determine if the repairs are warrantable

My wife and I bought a Cruiser Enterra RV (travel trailer) in from MyRV in
Carleton Place ,Ontario,CanadaFrom the get go ,we had problemsThe trailer
had damaged carpet on the dinette/couch slide, (from the factory!!!!), which we
decided to ignore in lieu of the dealership installing a roof access ladder
My wife and I found out too late about another issue;(outside the warranty
window); the rooftop antenna is not connected to the internal wiring, so no
TV reception
We did luckily (or unluckily); discover another issue inside of the warranty
timeframeThe water system 2way valve, for regular service OR to draw
antifreeze for winterization ,was totally defectiveIt was thankfully replaced
under warranty
The Biggest Issue ,the slide-out control modules
We had an unexplained issue with an internal water leak while filling our
water tk.at a state park(believe the vent/breather failed under the bathroom
sink,flooding the bathroom floor area)----no big deal ;right?..---wrong!!
--Cruiser put the slide out control modules under the sink,ON THE FLOOR!!
------this shorted out one module,,,I swapped out one of the two remaining
good modules to allow us to camp,and close the slide when returning home
Now Cruiser did fix this under warranty, BUT subsequent calls outside of
the warranty window were responded to with derision(Re further trailer
issues)

Initial Business Response /* (1000, 8, 2015/11/20) */
Contact Name and Title: Chad *** - Customer S
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@heartlandrvs.com
According to our records, a request has been entered in the system for the trailer to be repairedWe have requested a
small amount of additional information to determine where a water leak is originatingAS a manufacturer, we cannot control how quickly repairs are made to the vehicleWe can only control whether or not warranty repairs are authorized for the proposed repairsOur records do not indicate that the repairs will not be finished until spring; however, the warranty period is good until June of If the camper is usable the warranty will be honored until that timeIf that is not satisfactory, *** ** will authorize another repair facility of the customers choice to repair the issues that fall under the *** ** warrantyWe will not authorize a refund of the trailer
OFFER:

Initial Business Response /* (1000, 8, 2016/06/29) */
The front cap of the Cruiser travel trailers is made of a tinted gel coat materialThe gel coat material is prone to fade with sun exposure, which is not a defect in the material or workmanshipDue to the nature of the fading of the gel
coat, Cruiser RV has a policy in place, as a good will gesture, to help with cases where the gel coat fades in the first three years of ownership of the unitSince this unit is in its third year of ownership, Cruiser RV will allow a *** allowance for the customer to use toward the refinishing of the front cap

Initial Business Response /* (1000, 8, 2017/07/25) */
After reviewing the complaint and reviewing the claims in the warranty system, we can see that the claim submitted was for sealant coverage on trailerSealants on the trailer are warranted for days as sealants are subject to deterioration
due to movement of the vehicle as well as weather conditions, both of which are beyond the control of the manufacturerWe have requested further photographs that would show a manufacturing defect that would cause the water entry and damage as described, but have not received those photographsAt this time, this is not deemed a manufacturing defect, but is rather looked at as a maintenance issue
Initial Consumer Rebuttal /* (3000, 11, 2017/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cruiser RV has received photos showing proof it was never sealedCamping world forwarded requested photos to *** *** out of their main office in Howe, IndianaWhen I first spoke to *** he said "I find it hard to believe it left manufacturing without being sealed, I would need photos showing there was no seal residue from sealing previously" After he reviewed the photos he approved the warranty covering the sealing of the camperSince then, over a month ago our camper is still at camping world because the slide motors sent by Cruiser did not fix the problemsThey were thinking it could've be a wiring issue which could be due to the water damage*** baker also told my husband a month ago that he would have a manager call him to discuss our issuesAugust 1st will make months since we dropped off the campermonths of making notes on it and almost a whole summer without the use of it all because of it was never sealedThere's no telling how much water had already gotten into it before we even purchased itIt's not a matter of owner maintenance, it's a matter of Cruiser RV not ever initially sealing it and now they don't want to back their product and accept that we purchased a item from them that should have never left the manufacturer until it was inspected top to bottomI do not accept making payments on something that is going to constantly cause us issues and is already deemed a total loss from water damageOur insurance company suggested we have it replaced because they advised us that it would lose value with water damageI will attach the few photos Camping World sent to me but they did send *** *** the photos he requested showing that it had never been sealedAll that we ask of Cruiser RV is that they stand behind their product and do the right thingWe refuse to pay on this camper for the next years!!!
Final Consumer Response /* (4200, 19, 2017/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All I am simply doing is providing information that was presented to me by camping worldIt's been almost a month since my husband was told by *** at Cruiser that a manager would contact himIf I am not telling the truth than please enlighten me on the truth by uploading evidence that the camper was sealed by Y'allI have not laid eyes on my camper since April 1st because it's one thing after anotherI cannot believe the problems we're having is standard for a camperThis is also the first time someone has told me that the issues are leading you in another direction other than water infiltrationWas it wired incorrectly? What would have caused all of the issues if it wasn't due to leaking? Should we have been worried about a fire erupting while camping due to these new findings? The motors on the slides didn't blow until the tropical storm on the gulf coast while the camper was parked at camping worldAfter that they fixed one slide the other went out fixed it then the first they fixed blew again all while y'all were disputing the seal issueCruiser RV has had my husbands contact information since June and have failed to enlighten him! In fact, this is the first direct communication since my husband spoke to *** in June! My husband is a Veteran and has been in the military over years and I am a Hard working womanWe are only giving the information that was given to us by the dealer that is trying to fix the unit yall builtWe are in no way misleading or giving any information that was not given to us! We simply would love to be able to take our daughter camping before the end of the summer but that obviously will not happen because there is no indication as to when or if we will have a camper although we're still paying for it every month we go without it
Final Business Response /* (4000, 17, 2017/07/28) */
There are facts here that are being misstatedCruiser RV did not approve the sealing of the entire trailer, nor was the entire trailer unsealedThe parts that were unsealed on this trailer are all parts that are normally NOT sealed from the factoryWe agreed to seal some areas as a good will gesture and help alleviate possibility of leakageThe assumption that the camper leaked from the date of purchase is simply that.....an assumptionThere is no definite indicator that it has leaked since the date of purchase, but we are still working with you to try and resolve the issuesFurthermore, all of the problems DO NOT lead back to water infiltrationIt is possible that in some cases, water infiltration can lead to issues; however, the information that has been given to us points us in a direction other than water infiltration for some of the issues that are being addressedI realize that you do not want to believe Cruiser RV as you think that we are trying to hide from repairing your unit, but that is very far from the truthThe information that we are being provided is leading us to conclusions and suggestions for repairWe work with dealers and service centers daily to determine problems and resolutions to those problemsGenerally speaking, our knowledge from the factory level far exceeds that of most dealers and service centers and we do our very best to lead them in the correct direction to resolve these issues, which is what we are doing in this case

Initial Business Response /* (1000, 5, 2016/03/21) */
Dealerships that sell the Cruiser RV product are independent dealerships selling and servicing the products that we manufacture. When warranty claims are submitted to Cruiser RV by the dealerships, we review the request and approve or deny the...

warranty claims in accordance with our policies. in this case, we have approved all warranty requests that have been submitted to us, including the warranty request submitted by Camping World. It is our desire that the customer has a good experience in the purchase and service process. It appears from our records that we have done everything that has been asked of us by the selling dealer as well as by the new dealer who is working on the unit. It is imperative that the customer allow all diagnostic work to be done in order to find all issues that may exist so that can be properly corrected. Cruiser RV will not offer a full refund as we have and will continue to provide warranty within our warranty policies and procedures.
Initial Consumer Rebuttal /* (3000, 12, 2016/04/11) */
If I pay for the unit to be re tested for the water leak and it comes back an issue witch it has been since day one, then I would like my full refund due to faulty equipment and negligence of warranty repairs. Also for the time I have not had the unit since it is still in the shop going on 7 straight months now!!!!!!!!! When does this validate as a facility unit???

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: Chad [redacted] - Customer
Contact Phone: XXX-XXX-XXXX
We apologize that this customer is having issues with his Cruiser RV. We also apologize that the issues don't seem to be getting corrected working with the current...

dealership. Our records indicate that everything that has been turned in as warranty repairs from the dealership working on the unit have been approved for warranty coverage. It appears that some of the stuff listed on the complaint is not turned in for authorization by the dealership. If the customer would like to use another dealership for repairs, Cruiser RV will authorize someone else to make the repairs if the customer would be comfortable with that scenario. The unfortunate piece is that this may be the only Cruiser dealer in the immediate area and non-Cruiser dealers may deny performing warranty work for Cruiser RV. We will work with whomever is willing to work with us to get warranty problems corrected.
OFFER:
Repair the unit using another repair facility if necessary.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */
Cruiser RV is not working with my company of choice as they previously outlined. I even contacted them by phone at the number provided and advised where I would be taking it. They are getting a run around from Cruiser RV just as I have. My trailer still remains unfixed. My company of choice has had little response form Cruiser RV and was told all they needed was a log in for the warranty work. They were then told they needed to complete a contract for them to complete the work. This is getting ridiculous. Again, please fix my trailer or buy it back.

Do NOT buy a Cruiser RV!!!!!!!!!!!!!!!!!!!!! We bought a 2015 Shadow Cruiser in August 2014. We have had to take the camper back to the dear around 10 times. Some of the problems: radio wouldn't work and now the dvd player won't currently work, bunk bed support ledge broke, kitchen table bed ledge caved in, plumbing problems, paint on the front of the camper faded badly, leaking problems, air conditioner broke, they had to replace the dc battery, already had to get the roof resealed, kitchen table top came off the board that holds the poles in and the list goes on. Very poorly made camper. I very unsatisfied with this purchase. Every time we go camping something breaks or don't work. If I wouldn't loose money on this camper I would return it in a heartbeat!!

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: Chad [redacted] - Cust. Serv
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@heartlandrvs.com
As soon as we learned of this complaint, which is the first complaint from this customer, we contacted the customer...

directly and started a plan of resolution. We will take of this customer using our normal warranty policies and procedures.
OFFER:
Fix the unit under our normal warranty policies and procedures.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes Chad had his representative contact us and we are working with him to have the repairs done. We appreciate the prompt response from [redacted] and the Cruiser rep we are dealing with. I'm confident that this will be handled appropriately by Cruiser and that the end result will be satisfactory.

Initial Business Response /* (1000, 8, 2016/02/02) */
Contact Name and Title: Chad [redacted] - Cust. Serv
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@heartlandrvs.com
In this case, Cruiser RV has done due diligence in researching the request for warranty in its entirety. In a case...

such as this, Cruiser RV would request information concerning the vent tube of the tank. The tank is designed to vent air out of the tank through the vent tube. If the vent tube is kinked or blocked for any reason, the tank will not be able to release air and therefore the tank would expand. Other than overfilling the tank, this is the only explanation for the condition that was stated in this claim. The vent tube checked out to be free from obstruction or kink, which would lead us to believe that the tank was overfilled. From our research on the information provided, this is not considered a warrantable item as no defect has been found and Cruiser RV will not participate in warranty coverage for that reason.
OFFER:

Initial Business Response /* (1000, 5, 2017/08/08) */
After reviewing this claim, I have found that there are no requests for warranty in our warranty system for this trailer; however, in February of 2017, Cruiser RV has record of shipping ceiling trim and ceiling tape to the dealer to make repairs...

to the trailer. I am assuming that this material is still at the dealership if the customer has not used it.
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2017/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After numerous calls and emails to Best RV of Turlock, they finally told us to pick up trim. We went in to find out those parts were not for our trailer. To be honest, I don't think they ever ordered anything, it was only an excuse to get us off their back after numerous calls and emails from me. We haven't received any return calls nor emails from Best RV. We the buyer have made all the calls and sent all the emails without any return responses going back to the day we bought the RV. I wouldn't doubt that they never contacted MPG for the repair items and only claimed they did. The trims needed are for the ceiling of the MPG trailer.
Final Business Response /* (4000, 9, 2017/08/09) */
Please call our parts department directly and see if they can help you. We do not sell parts directly to customers in Canada due to some taxing rules that cause us some grief; however, we might be able to direct to another dealer that can help. If you are not satisfied with the dealer that are working with, we are happy to try and help you by working through another dealer. Our number is XXX-XXX-XXXX and please ask for parts.

Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: Chad [redacted]
Contact Phone: XXX-XXX-XXXX
According to our records in our warranty system, [redacted] submitted a request for warranty authorization on 9/2/2015. We recommended a procedure for repair and...

authorized the repair on 9/2/2015. We have no way of knowing when the unit was delivered to the dealership for the repair to be made so I cannot verify that the unit has been there for three months. Our dealerships are independent and we are not able to control the scheduling of repairs, only the authorization of such repairs. On the same date, we asked [redacted] to contact Dometic concerning the awning issue, which will be covered under the Dometic warranty.
OFFER:
Repair.

Initial Business Response /* (1000, 16, 2017/02/21) */
After reviewing this case, we have found that this unit has a warranty claim in the system from December of 2016. It appears from that claim that several items were repaired as part of our standard warranty. If there are still outstanding...

items, please let us know and we will review the situation with the customer.
Thank You
Initial Consumer Rebuttal /* (3000, 18, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to have problems with the unit. The fenders on both sides have come off. There are screws threw these at the bottoms which would lead one to believe they are anchored to structural support, there is nothing behind them, the aluminum siding is none existent behind them, the micro wave has dropped due to inadequate structural support below it, trim continues to just fall off. I have repaired many of these items.
Unit spent over 25 weeks in shop the first year. Dealer repaired water leak stated it was a maintenance issue, as the slide which stopped working. I purchased the extended warranty a [redacted] mistake. The floor is spongy from the water leak.
I have talked to a couple others who are experiencing similar issues. All is due to poor craftsmanship and inadequate oversight.
If Cruiser would like to take this unit in trade reasonably close to what I still owe I will trade in, even on a lessor unit. This one is a lemon. My credit score is in the 800's, I maintain unit in closed quarters, and keep extremely clean.
Just give me 1 days notice.
Final Business Response /* (4000, 20, 2017/02/24) */
Can you please verify your VIN for me? In reviewing this, I am seeing a different vehicle than you describe registered to [redacted]. please advise.