Initial Business Response / [redacted] (1000, 13, 2016/05/25) */ The wiring was repaired by the selling dealer, it is working and fully functionalIt was returned to Forest River as a courtesy to the customer to inspect all wiring as well as deodorize by an independent companyWe can not replace the unit We are assuring all is right and safe prior to returning the unit
Initial Business Response / [redacted] (1000, 12, 2017/03/03) */ Thank you for contacting Columbus Customer ServiceForest River Inc(Warrantor) warrants the original consumer purchaser only, when purchased from an authorized Forest River Incdealer for a period of (1) year from the date of purchaseThis warranty was upheld Once the (1) year warranty has expired we as the manufacture are not required to be involved in repairs, modifications, additionsWith that said we are unable to satisfy the request made by the customerWe will be most happy to assist the customer with finding a service center, and will be willing to speak with the service center/technician and provide technical troubleshooting if the customer should decide to take the RV to be inspected for repair Thank you very much for your time Sincerely, [redacted] Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 14, 2017/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not about warranty issue this is an ethical and safety issueForest River has admitted the flaw in the structure of the floor and has repaired many original owners unitsI have names of people who have these units that will confirm thatMy complaint is that Forest River, in order to cuts costs,has created a product that is structurally not soundWe have only had this unit months and it was only a year old when we purchased itThey need to recall or fix "ANYONES" unit that is having soft floor issues as a good customer relations policy now and in the future!
Initial Business Response / [redacted] (1000, 9, 2017/07/10) */ Thank you for your emailAt this time it appears the dealer has ordered the parts and has set a time to make the repairsWe have let the dealer know to reach out to us if they have any questions or concerns about the repairsThere should not be any further involvement needed by the retail customer as the dealer is taking care of things Thank you
I have pulled the unit file for this unit and find that many of the complaints have already been addressed by the dealer and turned into Forest River on warranty claims Customer states that unit sat on dealers lot over winter waiting on partsI have pulled the parts application and there were no orders for parts for this vin numberIt is possible that dealer ordered and didn’t use a vin number of the order but when I searched by vin there isn’t any orders The only claim line we did deny was on water getting into the unit due to seal voids which is considered customer maintenanceWhen customer purchased in April they should have checked the sealant on the unit a minimum twice a yearI suggest that it is checked after taking out on trip due to things move so it is best to check and maintain as necessaryI did go back into this claim and approved hours for the dealer to change out ceiling and wall panels that were affected by water intrusion and reseal as necessaryI don’t see any pictures that show the roof was damaged and we are paying towards the water getting into the unit
Initial Business Response / [redacted] (1000, 5, 2017/01/16) */ THE PARTS ARE BEING EXPEDITED AT THIS TIME Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does "expedited" mean to Forest River? As of 1/20/2017, The doors and parts have not shown up at the dealership Final Business Response / [redacted] (4000, 9, 2017/01/23) */ THE PARTS WERE SHIPPED TODAY 1-23-FROM OUR MILLERSBURG,INPARTS DEPT Final Consumer Response / [redacted] (2000, 11, 2017/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Person on their end did not carry out the orderThe parts are now being shipped
Initial Business Response / [redacted] (1000, 5, 2017/04/11) */ As we are sorry that unit had so many issues we are not in position to truly know loss as were not involved in trade to know real numbers and would have assisted if brought to our attention before trade Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Forest River was notified several times that I thought the trailer was a lemon not only verbally but through emails as wellI did contact them in December when we got the coach back with yet again more issues and was told I needed to contact Lippert Components and troubleshoot with themOnce again Forest River was of little help Last year they even considering shipping my unit from Washington State back to Indiana to possibly fix itHowever they chose not to because it would cost too much money It's very upsetting and telling of a company that isn't willing to help their customers out with the amount of stress that I have had to deal with over this unit for the last year-and-a-half as well as inconvenienceFor them to not even be willing to help me when they were notified several it was a lemonShame on you Forest River! Final Business Response / [redacted] (4000, 9, 2017/04/12) */ We still have no idea of trade and can't just hand out [redacted] without hard numbers
Thank you for your letter to Forest River concerning Mr***s Cherokee TrailerWe are sorry to hear of the problems that he has experienced with his axleWe were not aware of this situation until nowWe are more than happy to get involved and assist the customer and dealer with getting this
resolved in a timely mannerWe will have a member of our Customer Service Team reach out to the dealer and see how we can assistWe will also ask our Owner Relations department to contact the customer to see if they need any additional assistance We appreciate the opportunity to help! Thank you Michael ** *** Forest River, Inc
Initial Business Response /* (1000, 5, 2016/11/21) */
Thank you for your letter concerning *** ***'s trailerWe are sorry to hear of the problems with the Air Conditioner on her trailerWe will be reaching out to the customer and also with the Air Conditioner manufacture so we can get
things resolved for herWe appreciate you reaching out to us and giving us the opportunity to assist our customer
Initial Business Response /* (1000, 7, 2016/04/18) */
Good Morning and thank you for allowing us to respond to Mr***'s concerns with his trailerForest River's position at this time is to offer a plant repair for the problems listed with his trailerWe feel that this is the best way to correct
and bring closure to the list of concerns with the trailer
The appointment date given was the soonest date available, we would be happy to bring back sooner if there is a cancellation and another date opens up
The only reason that *** was offered was because the dealership that the customer had purchased from called and asked if we would consider putting money towards a rebate and customer was considering trading in the trailer
Please contact me if you have any questions
Thanks
*** ***
I am rejecting this response because:
This unit should have never come off the lot with so many thugs to repair I understand checking the seals, but screws through the windows, pinched water lines, those types of things should never have been allowed off the line I want more than just a free hours of repair I want a return
Initial Business Response /* (1000, 9, 2017/07/10) */
Thank you for your email. At this time it appears the dealer has ordered the parts and has set a time to make the repairs. We have let the dealer know to reach out to us if they have any questions or concerns about the repairs. There should not...
be any further involvement needed by the retail customer as the dealer is taking care of things
Thank you
Initial Business Response /* (1000, 5, 2017/01/20) */
We have looked into the [redacted]'s concern and although we do understand their concern their 1 year limited warranty expired on November 29th, 2014. Prime Time must respectfully decline any assistance with this repair.
Initial Consumer...
Rebuttal /* (3000, 7, 2017/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a warranty issue, but a factory issue. The factory used a faulty product and hundreds of RV owners are now experiencing unacceptable paint fading. This not only calls into question the credibility of the company, it makes the company look really bad when potential customers see the product on the road or in campgrounds and question the owner about the bad paint job. Allowing this faulty paint job to remain unresolved on RVs that are less than 5 years old will cause the company to lose returning customers as well as potential new customers. We have a very popular blog about our travels, where we also conduct product reviews. Our blog reaches tens of thousands of potential customers per month and we are often asked to make recommendations on RVs. We will use our channels to warn others about this paint problem and how the company is unwilling to resolve it. This issue is not a warranty issue, but would fall more applicably into a recall of sorts, as it is clearly a factory problem. PrimeTime/Forest River needs to seriously reconsider its stance on this issue and make it right.
Initial Business Response /* (1000, 5, 2017/04/11) */
As we are sorry that unit had so many issues we are not in position to truly know loss as were not involved in trade to know real numbers and would have assisted if brought to our attention before trade.
Initial Consumer Rebuttal /* (3000, 7,...
2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Forest River was notified several times that I thought the trailer was a lemon not only verbally but through emails as well. I did contact them in December when we got the coach back with yet again more issues and was told I needed to contact Lippert Components and troubleshoot with them. Once again Forest River was of little help
Last year they even considering shipping my unit from Washington State back to Indiana to possibly fix it. However they chose not to because it would cost too much money.
It's very upsetting and telling of a company that isn't willing to help their customers out with the amount of stress that I have had to deal with over this unit for the last year-and-a-half as well as inconvenience. For them to not even be willing to help me when they were notified several it was a lemon. Shame on you Forest River!
Final Business Response /* (4000, 9, 2017/04/12) */
We still have no idea of trade and can't just hand out [redacted] without hard numbers
While we regret that Mr. [redacted] has had any issues with his unit, we would not consider replacement at this time. We will be contacting Mr. [redacted] to assure that all repairs have been made and see if there is anything else we can do.
Initial Business Response /* (1000, 5, 2017/01/09) */
We have spoken with this customer on these items. We upgraded his front generator panel and explained to him how the front generator and LP panel latches need to be inspected and adjusted as necessary to avoid them loosening up, as this is part...
of pre-trip inspections and maintenance. He has expressed his feeling that he did not feel that this is acceptable for him. We have seen his video which shows at the very beginning the latch not properly pushed down and the other latches barely attached. There is no evidence here to show a defect with those latches. We have offered to this customer that if he has a better latch in mind that he felt more comfortable with that we would reimburse him for the cost of those latches. His response to us was "That would just let you off the hook". Since the customer is unwilling to follow the instructions for the adjustment of the latches, has not provided evidence that this is a manufacturing defect and has declined our offer to reimburse him for switching to latches of his choosing we feel at this point there is little we can do to appease this customer.
The roof as told to the customer and his selling dealer is normal and within specs for a flat, seamless, one piece aluminum roof. It does hold some water due to normal minor roof variations which can hold water. This is one reason why it is very important to maintain the sealants on the trailer every 3 to 6 months as described in the written owner manual. As it is important especially in extreme climates (cold or hot). After explaining this to the customer he stated he does not feel that is acceptable either. We feel that if the customer is unwilling to perform maintenance or simple pre-trip inspections there isn't much we can do to satisfy him.
If the customer truly feels he has an issue with the latches on the front panel that he can send the unit here at his expense. If the complaint about the latches is found to be a manufacturing defect we will reimburse him for the transport of the trailer back to us, fix the issue and pay to return the trailer. However if it is found that it is not a manufacturing issue then the customer will be responsible for the delivery and return costs of his trailer. In that event, we will waive the inspection time charges to look at the trailer.
Initial Consumer Rebuttal /* (3000, 8, 2017/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The latches on the front cover were down and tight when I started the video. The cover bows in the middle from air pushing on it. When the cover bows in it pulls sideways on the fasteners, which are not designed for side loading. Laurel Trading Post in Laurel Montana reinforced the first cover and Work and Play replaced it with 2 more covers with less reinforcing than the first one. The camper is brand new and should not need adjusting every time you move it!
The roof is also on top of a brand new camper and should not hold water against the outer seal. I should not need to inspect the 1 piece roof (that we paid extra for) every 3 months to make sure the caulking is in good shape. They call it a 1 piece roof, but there is a seam around the entire perimeter of the top of the roof with up to 2" of water standing against the water based sealer they used to cover the seam. The other penetrations; TV radio antenna, air conditioner and 3 vents are all on islands relying on the same water based sealer to stop water from entering the camper.
Also the 2" of water has turned into ice and will create a traffic hazard when it comes loose at highway speed and could easily cause a wreck or penetrate a windshield, or at the least damage the roof bouncing around or the vents or the AC on its way by. The rear ice is about the size of a long box pickup bed and up to 2" thick.
We are planning on leaving Montana soon and going to Las Vegas, there is no way to get the ice loose and not damage the roof short of finding a heated shop and letting it thaw! I am concerned about liability if the ice coming loose causes a wreck or injury from penetrating a windshield.
Finally in response to the latches not being tight in the video, I will re-shoot another video as soon as our roads clear off, trust me they were down and tight.
Final Business Response /* (4000, 13, 2017/01/24) */
The roof is within specs of all our Work and Play Toyhaulers. The "sag" is normal for a one piece aluminum roof. One piece and no seams from front to back. Yes there is a seam on the sides where the roof cove and cover the roof line and wall connection. We have made offer for the customer to get latches that he feels comfortable with and we would be happy to reimburse him for those latches. This offer still holds. All we need is the paid invoice and we will process the reimbursement. We are willing to work with the retail customer with this. We are trying to work with the customer.
Final Consumer Response /* (3000, 20, 2017/03/03) */
What has the Revdex.com done, you sided with big money and said it is ok to turn out junk as long as all models are the same. It is not normal for the roof to hold water, or to rely on a sealer to keep water out. You did nothing except ask me to take a camper 1360 miles for a Factory appraisal, they have a dealer in Billings Montana that said they could not fix it! They are giving unreasonable conditions for Warranty Work.
I have pulled the unit file for this unit and find that many of the complaints have already been addressed by the dealer and turned into Forest River on warranty claims.
Customer states that unit sat on dealers lot over winter waiting on parts. I have pulled the parts application and there...
were no orders for parts for this vin number. It is possible that dealer ordered and didn’t use a vin number of the order but when I searched by vin there isn’t any orders.
The only claim line we did deny was on water getting into the unit due to seal voids which is considered customer maintenance. When customer purchased in April 2017 they should have checked the sealant on the unit a minimum twice a year. I suggest that it is checked after taking out on trip due to things move so it is best to check and maintain as necessary. I did go back into this claim and approved 10 hours for the dealer to change out ceiling and wall panels that were affected by water intrusion and reseal as necessary. I don’t see any pictures that show the roof was damaged and we are paying towards the water getting into the unit.
Initial Business Response /* (1000, 6, 2017/04/25) */
Thank you for your email concerning Mr. [redacted]'s trailer. According to our records the unit was purchased with a 1 year factory warranty starting on 3-25-2016 and ending 3-25-17. During this period we do not ever show the dealer reaching out...
to us to discuss or bring to our attention any factory defects on the unit.
Even though the unit is currently out of factory warranty, we are not opposed to assisting the customer with repairs to factory defects. We would just need him to contact a Forest River dealer and make an appointment for the unit to be looked at. The repair center will know the process for contacting the warranty department at Forest River and getting the authorization for repairs.
unfortunately we are not able to honor the request for lost time and missed trips and would not be able to provide the customer with [redacted]
however our offer to repair factory defects is there to the customer for the next 90 days.
Thank you for your time
Initial Consumer Rebuttal /* (3000, 8, 2017/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do no accept the response from forest river due to the pure fact that I have tried to contact them a total of 16 times (call records to prove) with zero response from the warranty department, until now with a Revdex.com filing.
the camper is indeed now out of warranty and that I why I have now made a Revdex.com complaint because the camper was sold with a 1 year warranty that forest river failed to stand behind.
I am not asking for money in replacement for missed time that we have not been able to use our junk camper. simply the money in value of parts I have needed to put in replacement, a approximated cost of a 1 year warranty (because forest river has failed to stand behind their warranty program), and the loss in value due to water damage and not having rear heat.
forest river now saying that they will take care of the junk camper is useless to me because I have already needed to repair the issues on my own, or be stuck with a junk un-useable camper.
after 16 phone calls, no warranty backing from forest river, and a large fire hazard within the camper forest river now feels the need to help after the camper is fixed (with the exception of the rear heat issue, which is major).
with 16 phone calls over a total of 1 year I feel that it is only right that I get a partial refunded amount of what I have paid for this horrible unit due to the main points I have stated above. unless forest river would like to take this one back and give me a new camper in replacement of it. I am open to that as well.
thank you
Final Business Response /* (4000, 10, 2017/05/01) */
We are sorry Mr.[redacted] is not happy with our offer. We are more than willing to repair any and all factory defects on his trailer and stand behind the product. If he should change his mind our offer stands and we are ready and eager to move forward on this.
Thank you.
Initial Business Response /* (1000, 6, 2016/11/16) */
Thank you for your letter concerning Mr. [redacted]. According to our records, it appears that the customer is currently working with [redacted] in our owner relations department. She spoke with the customer and told him that we would be working...
with the dealer to get the warranty defects on his trailer corrected.
Customer appears to be pleased with our response. We are more than happy to help if there is anything else we can assist with
Initial Consumer Rebuttal /* (2000, 8, 2016/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response and the actions to repair all issues with the trailer, dealer is now working on unit to fix what they can so I can use it this weekend and will schedule to bring back to finish the rest of the repairs.
Final Consumer Response /* (3000, 28, 2017/05/25) */
I would like this case reopened in regards to resolving the continuous water issues I am still facing. I find it hard to understand how I am held liable for repairs on this unit that have been the center of the continuous water issues since day one and have been repaired before and inspected by the dealer during repair. I have done my responsibility to the unit as far as inspections are concerned and every time I do one within the specs that you the manufacture recommend there is something wrong. I also take very good care of my unit and wash it and clean it so it can be properly inspected. I feel that forest river needs to stand behind and honor the warranty on this unit and pay for the repairs to the roof that I state again are destroying this camper. this is the third time its been in the shop for the same problem that seems to have continued to get worse and I hope this time around will be resolved. not to mention the countless months of loss time of this camper me and my family continue to have because its always at the dealer for repair.
Final Business Response /* (4000, 30, 2017/05/30) */
At this time the position of Forest River is the same as indicated on our response dated 4-4-2017. We are more than willing to assist the dealer in correcting the current factory defects. Please see our response below on 4-4-2017
I will also ask a member of our owner relations department to contact the customer to get things moving in the right direction
Thank you
4-4-2017
Thank you for contacting Forest River concerning Mr. & Mrs. [redacted]'s trailer. We were not aware that the customers were still having issues with the camper that were not resolved. We will be happy to reach out to the dealer and make sure they have the proper parts and authorization to complete any and all factory defects on the Cherokee trailer. We show the last repair center as being at Myers Rv center in Handover Pa. we will contact them and ask them to reach out to the customer.
At this time we are unable to honor the request for another trailer or extended warranty, however we will continue to honor the terms of the warranty that was sold to them with the trailer and make sure factory defects are repaired right away.
Initial Business Response /* (1000, 6, 2016/08/11) */
Thank you for forwarding the complaint of [redacted]. Upon receiving this complaint Forest River contacted the consumer and worked out a mutually accepted resolution involving goodwill repairs.
Initial Consumer Rebuttal /* (3000, 13,...
2016/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are accepting the response from Forest River. INC. based on a goodwill agreement, of which we are attaching a copy of to the Revdex.com. We are awaiting a scheduling date for our RV repairs to be made by Forest River, at their location in IN. We realize that there really is no resolution until the actual repairs are made, but by signing the goodwill agreement, we feel confident that Forest River will do what has been agreed upon.
Final Consumer Response /* (2000, 17, 2016/09/20) */
Initial Business Response /* (1000, 7, 2016/07/26) */
Forest River will honor all warranty concerns as simply need to contact [redacted] at XXX XXX XXXX and he can assist in all repairs needed.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/03) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I've called Mr [redacted] on Thursday July 28th and left a message on his voicemail. Having no response on Friday July 29th I called again and left another voicemail. Today is Wednesday August 3rd and I have yet to get at least a phone call back!!!! We have replaced the tires on our Forrest River Wildwood and found that a total of 3 of the original 5 tires had bubbles in the sidewalks. [redacted] out of pocket,on a new travel trailer to make it safe to tow!!
Final Business Response /* (4000, 11, 2016/08/05) */
We will reach out to customer via email as cell phone number not valid. Forest river can be contacted with live person at XXX XXX XXXX
Initial Business Response / [redacted] (1000, 13, 2016/05/25) */ The wiring was repaired by the selling dealer, it is working and fully functionalIt was returned to Forest River as a courtesy to the customer to inspect all wiring as well as deodorize by an independent companyWe can not replace the unit We are assuring all is right and safe prior to returning the unit
Initial Business Response / [redacted] (1000, 12, 2017/03/03) */ Thank you for contacting Columbus Customer ServiceForest River Inc(Warrantor) warrants the original consumer purchaser only, when purchased from an authorized Forest River Incdealer for a period of (1) year from the date of purchaseThis warranty was upheld Once the (1) year warranty has expired we as the manufacture are not required to be involved in repairs, modifications, additionsWith that said we are unable to satisfy the request made by the customerWe will be most happy to assist the customer with finding a service center, and will be willing to speak with the service center/technician and provide technical troubleshooting if the customer should decide to take the RV to be inspected for repair Thank you very much for your time Sincerely, [redacted] Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 14, 2017/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not about warranty issue this is an ethical and safety issueForest River has admitted the flaw in the structure of the floor and has repaired many original owners unitsI have names of people who have these units that will confirm thatMy complaint is that Forest River, in order to cuts costs,has created a product that is structurally not soundWe have only had this unit months and it was only a year old when we purchased itThey need to recall or fix "ANYONES" unit that is having soft floor issues as a good customer relations policy now and in the future!
Initial Business Response / [redacted] (1000, 9, 2017/07/10) */ Thank you for your emailAt this time it appears the dealer has ordered the parts and has set a time to make the repairsWe have let the dealer know to reach out to us if they have any questions or concerns about the repairsThere should not be any further involvement needed by the retail customer as the dealer is taking care of things Thank you
I have pulled the unit file for this unit and find that many of the complaints have already been addressed by the dealer and turned into Forest River on warranty claims Customer states that unit sat on dealers lot over winter waiting on partsI have pulled the parts application and there were no orders for parts for this vin numberIt is possible that dealer ordered and didn’t use a vin number of the order but when I searched by vin there isn’t any orders The only claim line we did deny was on water getting into the unit due to seal voids which is considered customer maintenanceWhen customer purchased in April they should have checked the sealant on the unit a minimum twice a yearI suggest that it is checked after taking out on trip due to things move so it is best to check and maintain as necessaryI did go back into this claim and approved hours for the dealer to change out ceiling and wall panels that were affected by water intrusion and reseal as necessaryI don’t see any pictures that show the roof was damaged and we are paying towards the water getting into the unit
Initial Business Response / [redacted] (1000, 5, 2017/01/16) */ THE PARTS ARE BEING EXPEDITED AT THIS TIME Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does "expedited" mean to Forest River? As of 1/20/2017, The doors and parts have not shown up at the dealership Final Business Response / [redacted] (4000, 9, 2017/01/23) */ THE PARTS WERE SHIPPED TODAY 1-23-FROM OUR MILLERSBURG,INPARTS DEPT Final Consumer Response / [redacted] (2000, 11, 2017/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Person on their end did not carry out the orderThe parts are now being shipped
Initial Business Response / [redacted] (1000, 5, 2017/04/11) */ As we are sorry that unit had so many issues we are not in position to truly know loss as were not involved in trade to know real numbers and would have assisted if brought to our attention before trade Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Forest River was notified several times that I thought the trailer was a lemon not only verbally but through emails as wellI did contact them in December when we got the coach back with yet again more issues and was told I needed to contact Lippert Components and troubleshoot with themOnce again Forest River was of little help Last year they even considering shipping my unit from Washington State back to Indiana to possibly fix itHowever they chose not to because it would cost too much money It's very upsetting and telling of a company that isn't willing to help their customers out with the amount of stress that I have had to deal with over this unit for the last year-and-a-half as well as inconvenienceFor them to not even be willing to help me when they were notified several it was a lemonShame on you Forest River! Final Business Response / [redacted] (4000, 9, 2017/04/12) */ We still have no idea of trade and can't just hand out [redacted] without hard numbers
Thank you for your letter to Forest River concerning Mr***s Cherokee TrailerWe are sorry to hear of the problems that he has experienced with his axleWe were not aware of this situation until nowWe are more than happy to get involved and assist the customer and dealer with getting this
resolved in a timely mannerWe will have a member of our Customer Service Team reach out to the dealer and see how we can assistWe will also ask our Owner Relations department to contact the customer to see if they need any additional assistance We appreciate the opportunity to help! Thank you Michael ** *** Forest River, Inc
Initial Business Response /* (1000, 5, 2016/11/21) */
Thank you for your letter concerning *** ***'s trailerWe are sorry to hear of the problems with the Air Conditioner on her trailerWe will be reaching out to the customer and also with the Air Conditioner manufacture so we can get
things resolved for herWe appreciate you reaching out to us and giving us the opportunity to assist our customer
Initial Business Response /* (1000, 7, 2016/04/18) */
Good Morning and thank you for allowing us to respond to Mr***'s concerns with his trailerForest River's position at this time is to offer a plant repair for the problems listed with his trailerWe feel that this is the best way to correct
and bring closure to the list of concerns with the trailer
The appointment date given was the soonest date available, we would be happy to bring back sooner if there is a cancellation and another date opens up
The only reason that *** was offered was because the dealership that the customer had purchased from called and asked if we would consider putting money towards a rebate and customer was considering trading in the trailer
Please contact me if you have any questions
Thanks
*** ***
I am rejecting this response because:
This unit should have never come off the lot with so many thugs to repair I understand checking the seals, but screws through the windows, pinched water lines, those types of things should never have been allowed off the line I want more than just a free hours of repair I want a return
Initial Business Response /* (1000, 9, 2017/07/10) */
Thank you for your email. At this time it appears the dealer has ordered the parts and has set a time to make the repairs. We have let the dealer know to reach out to us if they have any questions or concerns about the repairs. There should not...
be any further involvement needed by the retail customer as the dealer is taking care of things
Thank you
Initial Business Response /* (1000, 5, 2017/01/20) */
We have looked into the [redacted]'s concern and although we do understand their concern their 1 year limited warranty expired on November 29th, 2014. Prime Time must respectfully decline any assistance with this repair.
Initial Consumer...
Rebuttal /* (3000, 7, 2017/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a warranty issue, but a factory issue. The factory used a faulty product and hundreds of RV owners are now experiencing unacceptable paint fading. This not only calls into question the credibility of the company, it makes the company look really bad when potential customers see the product on the road or in campgrounds and question the owner about the bad paint job. Allowing this faulty paint job to remain unresolved on RVs that are less than 5 years old will cause the company to lose returning customers as well as potential new customers. We have a very popular blog about our travels, where we also conduct product reviews. Our blog reaches tens of thousands of potential customers per month and we are often asked to make recommendations on RVs. We will use our channels to warn others about this paint problem and how the company is unwilling to resolve it. This issue is not a warranty issue, but would fall more applicably into a recall of sorts, as it is clearly a factory problem. PrimeTime/Forest River needs to seriously reconsider its stance on this issue and make it right.
Initial Business Response /* (1000, 5, 2017/04/11) */
As we are sorry that unit had so many issues we are not in position to truly know loss as were not involved in trade to know real numbers and would have assisted if brought to our attention before trade.
Initial Consumer Rebuttal /* (3000, 7,...
2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Forest River was notified several times that I thought the trailer was a lemon not only verbally but through emails as well. I did contact them in December when we got the coach back with yet again more issues and was told I needed to contact Lippert Components and troubleshoot with them. Once again Forest River was of little help
Last year they even considering shipping my unit from Washington State back to Indiana to possibly fix it. However they chose not to because it would cost too much money.
It's very upsetting and telling of a company that isn't willing to help their customers out with the amount of stress that I have had to deal with over this unit for the last year-and-a-half as well as inconvenience. For them to not even be willing to help me when they were notified several it was a lemon. Shame on you Forest River!
Final Business Response /* (4000, 9, 2017/04/12) */
We still have no idea of trade and can't just hand out [redacted] without hard numbers
While we regret that Mr. [redacted] has had any issues with his unit, we would not consider replacement at this time. We will be contacting Mr. [redacted] to assure that all repairs have been made and see if there is anything else we can do.
Initial Business Response /* (1000, 5, 2017/01/09) */
We have spoken with this customer on these items. We upgraded his front generator panel and explained to him how the front generator and LP panel latches need to be inspected and adjusted as necessary to avoid them loosening up, as this is part...
of pre-trip inspections and maintenance. He has expressed his feeling that he did not feel that this is acceptable for him. We have seen his video which shows at the very beginning the latch not properly pushed down and the other latches barely attached. There is no evidence here to show a defect with those latches. We have offered to this customer that if he has a better latch in mind that he felt more comfortable with that we would reimburse him for the cost of those latches. His response to us was "That would just let you off the hook". Since the customer is unwilling to follow the instructions for the adjustment of the latches, has not provided evidence that this is a manufacturing defect and has declined our offer to reimburse him for switching to latches of his choosing we feel at this point there is little we can do to appease this customer.
The roof as told to the customer and his selling dealer is normal and within specs for a flat, seamless, one piece aluminum roof. It does hold some water due to normal minor roof variations which can hold water. This is one reason why it is very important to maintain the sealants on the trailer every 3 to 6 months as described in the written owner manual. As it is important especially in extreme climates (cold or hot). After explaining this to the customer he stated he does not feel that is acceptable either. We feel that if the customer is unwilling to perform maintenance or simple pre-trip inspections there isn't much we can do to satisfy him.
If the customer truly feels he has an issue with the latches on the front panel that he can send the unit here at his expense. If the complaint about the latches is found to be a manufacturing defect we will reimburse him for the transport of the trailer back to us, fix the issue and pay to return the trailer. However if it is found that it is not a manufacturing issue then the customer will be responsible for the delivery and return costs of his trailer. In that event, we will waive the inspection time charges to look at the trailer.
Initial Consumer Rebuttal /* (3000, 8, 2017/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The latches on the front cover were down and tight when I started the video. The cover bows in the middle from air pushing on it. When the cover bows in it pulls sideways on the fasteners, which are not designed for side loading. Laurel Trading Post in Laurel Montana reinforced the first cover and Work and Play replaced it with 2 more covers with less reinforcing than the first one. The camper is brand new and should not need adjusting every time you move it!
The roof is also on top of a brand new camper and should not hold water against the outer seal. I should not need to inspect the 1 piece roof (that we paid extra for) every 3 months to make sure the caulking is in good shape. They call it a 1 piece roof, but there is a seam around the entire perimeter of the top of the roof with up to 2" of water standing against the water based sealer they used to cover the seam. The other penetrations; TV radio antenna, air conditioner and 3 vents are all on islands relying on the same water based sealer to stop water from entering the camper.
Also the 2" of water has turned into ice and will create a traffic hazard when it comes loose at highway speed and could easily cause a wreck or penetrate a windshield, or at the least damage the roof bouncing around or the vents or the AC on its way by. The rear ice is about the size of a long box pickup bed and up to 2" thick.
We are planning on leaving Montana soon and going to Las Vegas, there is no way to get the ice loose and not damage the roof short of finding a heated shop and letting it thaw! I am concerned about liability if the ice coming loose causes a wreck or injury from penetrating a windshield.
Finally in response to the latches not being tight in the video, I will re-shoot another video as soon as our roads clear off, trust me they were down and tight.
Final Business Response /* (4000, 13, 2017/01/24) */
The roof is within specs of all our Work and Play Toyhaulers. The "sag" is normal for a one piece aluminum roof. One piece and no seams from front to back. Yes there is a seam on the sides where the roof cove and cover the roof line and wall connection. We have made offer for the customer to get latches that he feels comfortable with and we would be happy to reimburse him for those latches. This offer still holds. All we need is the paid invoice and we will process the reimbursement. We are willing to work with the retail customer with this. We are trying to work with the customer.
Final Consumer Response /* (3000, 20, 2017/03/03) */
What has the Revdex.com done, you sided with big money and said it is ok to turn out junk as long as all models are the same. It is not normal for the roof to hold water, or to rely on a sealer to keep water out. You did nothing except ask me to take a camper 1360 miles for a Factory appraisal, they have a dealer in Billings Montana that said they could not fix it! They are giving unreasonable conditions for Warranty Work.
I have pulled the unit file for this unit and find that many of the complaints have already been addressed by the dealer and turned into Forest River on warranty claims.
Customer states that unit sat on dealers lot over winter waiting on parts. I have pulled the parts application and there...
were no orders for parts for this vin number. It is possible that dealer ordered and didn’t use a vin number of the order but when I searched by vin there isn’t any orders.
The only claim line we did deny was on water getting into the unit due to seal voids which is considered customer maintenance. When customer purchased in April 2017 they should have checked the sealant on the unit a minimum twice a year. I suggest that it is checked after taking out on trip due to things move so it is best to check and maintain as necessary. I did go back into this claim and approved 10 hours for the dealer to change out ceiling and wall panels that were affected by water intrusion and reseal as necessary. I don’t see any pictures that show the roof was damaged and we are paying towards the water getting into the unit.
Initial Business Response /* (1000, 6, 2017/04/25) */
Thank you for your email concerning Mr. [redacted]'s trailer. According to our records the unit was purchased with a 1 year factory warranty starting on 3-25-2016 and ending 3-25-17. During this period we do not ever show the dealer reaching out...
to us to discuss or bring to our attention any factory defects on the unit.
Even though the unit is currently out of factory warranty, we are not opposed to assisting the customer with repairs to factory defects. We would just need him to contact a Forest River dealer and make an appointment for the unit to be looked at. The repair center will know the process for contacting the warranty department at Forest River and getting the authorization for repairs.
unfortunately we are not able to honor the request for lost time and missed trips and would not be able to provide the customer with [redacted]
however our offer to repair factory defects is there to the customer for the next 90 days.
Thank you for your time
Initial Consumer Rebuttal /* (3000, 8, 2017/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do no accept the response from forest river due to the pure fact that I have tried to contact them a total of 16 times (call records to prove) with zero response from the warranty department, until now with a Revdex.com filing.
the camper is indeed now out of warranty and that I why I have now made a Revdex.com complaint because the camper was sold with a 1 year warranty that forest river failed to stand behind.
I am not asking for money in replacement for missed time that we have not been able to use our junk camper. simply the money in value of parts I have needed to put in replacement, a approximated cost of a 1 year warranty (because forest river has failed to stand behind their warranty program), and the loss in value due to water damage and not having rear heat.
forest river now saying that they will take care of the junk camper is useless to me because I have already needed to repair the issues on my own, or be stuck with a junk un-useable camper.
after 16 phone calls, no warranty backing from forest river, and a large fire hazard within the camper forest river now feels the need to help after the camper is fixed (with the exception of the rear heat issue, which is major).
with 16 phone calls over a total of 1 year I feel that it is only right that I get a partial refunded amount of what I have paid for this horrible unit due to the main points I have stated above. unless forest river would like to take this one back and give me a new camper in replacement of it. I am open to that as well.
thank you
Final Business Response /* (4000, 10, 2017/05/01) */
We are sorry Mr.[redacted] is not happy with our offer. We are more than willing to repair any and all factory defects on his trailer and stand behind the product. If he should change his mind our offer stands and we are ready and eager to move forward on this.
Thank you.
Initial Business Response /* (1000, 6, 2016/11/16) */
Thank you for your letter concerning Mr. [redacted]. According to our records, it appears that the customer is currently working with [redacted] in our owner relations department. She spoke with the customer and told him that we would be working...
with the dealer to get the warranty defects on his trailer corrected.
Customer appears to be pleased with our response. We are more than happy to help if there is anything else we can assist with
Initial Consumer Rebuttal /* (2000, 8, 2016/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response and the actions to repair all issues with the trailer, dealer is now working on unit to fix what they can so I can use it this weekend and will schedule to bring back to finish the rest of the repairs.
Final Consumer Response /* (3000, 28, 2017/05/25) */
I would like this case reopened in regards to resolving the continuous water issues I am still facing. I find it hard to understand how I am held liable for repairs on this unit that have been the center of the continuous water issues since day one and have been repaired before and inspected by the dealer during repair. I have done my responsibility to the unit as far as inspections are concerned and every time I do one within the specs that you the manufacture recommend there is something wrong. I also take very good care of my unit and wash it and clean it so it can be properly inspected. I feel that forest river needs to stand behind and honor the warranty on this unit and pay for the repairs to the roof that I state again are destroying this camper. this is the third time its been in the shop for the same problem that seems to have continued to get worse and I hope this time around will be resolved. not to mention the countless months of loss time of this camper me and my family continue to have because its always at the dealer for repair.
Final Business Response /* (4000, 30, 2017/05/30) */
At this time the position of Forest River is the same as indicated on our response dated 4-4-2017. We are more than willing to assist the dealer in correcting the current factory defects. Please see our response below on 4-4-2017
I will also ask a member of our owner relations department to contact the customer to get things moving in the right direction
Thank you
4-4-2017
Thank you for contacting Forest River concerning Mr. & Mrs. [redacted]'s trailer. We were not aware that the customers were still having issues with the camper that were not resolved. We will be happy to reach out to the dealer and make sure they have the proper parts and authorization to complete any and all factory defects on the Cherokee trailer. We show the last repair center as being at Myers Rv center in Handover Pa. we will contact them and ask them to reach out to the customer.
At this time we are unable to honor the request for another trailer or extended warranty, however we will continue to honor the terms of the warranty that was sold to them with the trailer and make sure factory defects are repaired right away.
Initial Business Response /* (1000, 6, 2016/08/11) */
Thank you for forwarding the complaint of [redacted]. Upon receiving this complaint Forest River contacted the consumer and worked out a mutually accepted resolution involving goodwill repairs.
Initial Consumer Rebuttal /* (3000, 13,...
2016/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are accepting the response from Forest River. INC. based on a goodwill agreement, of which we are attaching a copy of to the Revdex.com. We are awaiting a scheduling date for our RV repairs to be made by Forest River, at their location in IN. We realize that there really is no resolution until the actual repairs are made, but by signing the goodwill agreement, we feel confident that Forest River will do what has been agreed upon.
Final Consumer Response /* (2000, 17, 2016/09/20) */
Initial Business Response /* (1000, 7, 2016/07/26) */
Forest River will honor all warranty concerns as simply need to contact [redacted] at XXX XXX XXXX and he can assist in all repairs needed.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/03) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I've called Mr [redacted] on Thursday July 28th and left a message on his voicemail. Having no response on Friday July 29th I called again and left another voicemail. Today is Wednesday August 3rd and I have yet to get at least a phone call back!!!! We have replaced the tires on our Forrest River Wildwood and found that a total of 3 of the original 5 tires had bubbles in the sidewalks. [redacted] out of pocket,on a new travel trailer to make it safe to tow!!
Final Business Response /* (4000, 11, 2016/08/05) */
We will reach out to customer via email as cell phone number not valid. Forest river can be contacted with live person at XXX XXX XXXX