Starcraft RV

Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ Your letter dated April 20, was received in our office April 27, We also received an email forwarded to us on April 20, 2015, about this matterWe respond accordingly Starcraft was notified of this incident by Ms [redacted] on March 19, and the customer service rep (CSR) moved forward with an incident report and started the process for an investigationWhen conducting an investigation, it is standard to request all information including photos, the fire report, the insurance company contact information, and the location of the trailer after the incident Starcraft regrets this unfortunate and difficult loss of a trailerI personally spoke with Ms [redacted] on April 22, and encouraged her to work through her insurance company as they are best suited to help Ms [redacted] through this process and will protect her interestsI also emailed Ms [redacted] my contact information to pass onto her insurance companyStarcraft remains ready and willing to cooperate with Ms [redacted] 's insurance company should that be necessary in the futureAll parties should feel free to contact me directly at [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 10, 2017/12/12) */ Dear Revdex.com, The Starcraft RV customer service department will reach out to our retail owner to so we can arrive at a mutuallly beneficial solution this this matter Thank you for your assistance in this process

Initial Business Response / [redacted] (1000, 14, 2016/10/05) */ Ms [redacted] Revdex.com Complaint Department [redacted] Fort Wayne, IN XXXXX Re: Case No [redacted] Serial No.: F28YXXXX -XXXX Starcraft AR-ONE 28FBS Travel Trailer Dear Ms [redacted] Having reviewed the complaint from Mrs [redacted] we would request that the trailer be taken to the selling dealer so any warrantable issues relating to the complaint can be addressed Someone in our Starcraft customer service department will be in contact with Mrs, [redacted] to work out the arrangements We look forward to resolving any warrantable concerns under the terms of the Two Year Limited Warranty that the [redacted] 's have so they can enjoy their comping experience Thank you for your patience and cooperation in this matter Sincerely, [redacted] Consumer Affairs Manager Starcraft RV Inc,

Initial Business Response /* (1000, 5, 2017/06/22) *
Revdex.com of Northern Indiana *** ***
Parnell Ave
Fort Wayne, IN XXXXX
Re: Case *** *** G2BXXXXX
Dear Ms***
We have received your correspondence dated June 19, regarding J***Thank you for contacting us
regarding these concerns and giving us the opportunity to respond
The VIN you have provided is registered in our system under *** *** however the mailing address is the same as the address you have providedDue to the fact that the unit is only registered under Ms*** name I will be referencing her as the owner moving forward
When Ms*** purchased her Starcraft Comet from Camping World on August 15, 2015, Starcraft provided a two year Limited Warranty with her unitUnder the terms of this warranty substantial defects in material or workmanship attributable to Starcraft will be covered
The damage referenced in the correspondence you received was not noted previously with StarcraftOur Customer Service Team has discussed this with the customer and explained our position to themDue to the fact that the unit has been out of our possession for over two years indicates the concern is not due to defects in material or workmanshipTherefore the request for warranty coverage has been declined by Starcraft
Respectfully, *** ***
*** ***
Consumer Affairs Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/06/30) */
ReStarcraft warranty claimG2BXXXXX
Hello,
This warranty claim was denied by Starcraft Mr *** based on a picture submitted showing "pre-existing damage " I am sending the Attached video showing This unit does not have pre-existing damageI noticed water seeping in and I complained abtwater seeping into the unit to Camping World on May Camping World discovered the inside wall had separated From the chassis I submitted evidence to Starcraft that the bunk ends were rated to hold *** ; as Camping World had told me it looked like the front end had separatedI can assure you I do not weigh # As you can see in my video there is NO evidence of external damage to this unit that would void the warranty coverageYou can see where the front end has "bowed out" causing water entry point
I have sent this video previously (as well as other pics )to Starcraft warranty and was basically told " sorry claim denied"
Then I was told they couldn't " open the pictures or videos I had sent".....S I G H
That is totally unacceptable business practiceThe response I have received from this company thru the Revdex.com is only intensifying my belief that this company has no intention of helping meI am flabbergasted by the position Starcraft has taken regarding (not) honoring my warrantyThis unit is currently fully covered under the year warranty ;and this problem WAS reported during the year warranty coverageThe response I received regarding warranty coverage is confusing at best.Warranty coverage is not the issue It was an unacceptable response to my problem, and frankly, I don't even understand the response or how it relates to my issue I simply want Starcraft to reopen this claim and gather additional information now that the unit has been actually opened up by Camping WorldCamping World has since re-inspected this unit and has discovered no evidence that external damage caused this front end " bowing" since they submitted their original picture to StarcraftMy Service Advisor at Camping World says he cannot submit this new evidence to Starcraft Warranty because the case is " closed"How frustratingFor Starcraft Warranty to base a denial of coverage on picture that was submitted of the outside of the camper is poor policyThe damage is internalI would hope in the future Starcraft Warranty will request more evidence of the actual internal damage and not rely on a picture of the outside of the camperWithout benefit of a visual inspection Starcraft denied this claim based on what they have assumed ( incorrectly) is damage to the front of this unit.It is clear to me Starcraft has not examined my photographic evidence , much less requested more information from Camping WorldMy advisor tells me " it should be covered"The unit is currently under warranty coverage; the damage was reported/ discovered within the warranty periodPlease review the facts of this case again and re-open this case with Camping World so They can submit the new evidence to Starcraft Warranty team they have since discovered since opening up the unit to repair itAs it stands it is Still not repaired months laterPlease see attached videoThank You
Final Consumer Response /* (4200, 11, 2017/07/17) */
Dear Starcraft Consumer Affairs,
Thank you for re-telling me my claim was denied due to damage
I was previously aware of the reason the claim was denied; as I had re-stated the reason in my last reply to youYou might recall, I have already asked for my warranty claim to be re-opened based on evidence that contradicts Starcraft's reason for denying the claim
I am maintaining my position that the Starcraft year warranty claim be re-opened
As I previously told you, I discovered a water leak in my camperI brought it in for repairs that I naturally assumed would be covered under warranty as I had not been neglectful with my camperMy Service Advisor at Camping World told me they discovered black mold which had developed because of the water damage; a very dangerous fungus we and the children had been inhaling unawares!
I would again request another look at the new evidence I had learned from my Camping World Service AdvisorHe told me that external damage did not cause the water leak! As you can see from the attached photos: My unit has ï'' ï'' separation damage,
not impact damage
A ï'' impact would cause ï'' kind of damage
What starcraft warranty is suggesting is
a frontal ï'' impact
caused ï'' damage to my unit
This is not possible under the laws of impact mechanics, where damage is proportional to the relative impact velocity A frontal crash causes impact damage
This unit does not have any evidence of
impact damageThere is no spalling, no interior cavitation, no stress fractures on the interior wood I have submitted photos of the inside wood that held the structure together showing absolutely no damageI have submitted a photo/photos of the front of my camper taken AFTER the claim was denied showing no front end damageI would like to respectfully point out that a car would have to ram through the propane tank, battery basket, and steel tow hitch and frame to cause damage to the front endAs you can clearly see from my pictures, all those items are intact and unscathed, suggesting unequivocally that this unit did not take on front end damageAs for the mysterious "picture" showing the dent that Starcraft has used to base their denial of warranty coverage; I submit evidence picture #showing a brand new advertisement for a diamond plate that appears to be dented due to shadowingI find this to be compelling evidence that pictures can be deceiving, and I ask you to re-examine my evidence showing no dentAgain, I say to you, I am saddened that the Starcraft brand has failed to provide me with the benefit of a fun and stress free camping experience for me and my familyI don't think *** *** had my experience in mind when he promised his Starcraft customers a stress free fun family camping experienceMy unit has been sitting in the shop since May waiting for partsThat's basically a NO camping experience this summer! The Starcraft factory yrwarranty was one reason I chose Starcraft for my new RV purchase in the first place
I am sorry I have wasted so much time and effort on this RV to date
My RV has spent more time in the shop
being fixed or waiting to be fixed than I have spent actually camping in this unit If I could get the money back that I paid for this new camper, that would be a satisfactory response at this pointI bought a new unit for the peace of mind of a problem free camping experience with my familyMy experience has been anything butAnd just to mention, all of the following issues happened with my pop up before this current issue: 1) the bed bars were initially installed improperly, 2) the heater didn't work and had to be rewired 3) the bed heating pad had hot spots and needed to be replaced, 4) the entry door was broke & had to be replaced, 5) there was no awning with the unit as advertised & 6) there was no hand held crankSilly me, I guess I should have realized that if all of this was wrong immediately after purchase, I should have realized then how poorly the company was run
Starcraft, I got a ï''It is my understanding the Revdex.com will be printing this response on the InternetWhat a shame Starcraft has been unwilling or unable to honor my request: reopen the warranty claim with Camping World
Am I satisfied with Starcraft's canned response? No, I emphatically am not
PSI hope this can be resolved but if not I am prepared to share my experience and displeasure to date with the Starcraft product, warranty process and interactions with Starcraft to the CEO and Board of Directors of Starcraft, Jayco & Thor IndustriesMy response obviously will be negative for Revdex.com reCustomer SatisfactionI am paying a monthly $ loan repayment on a ï''
I haven't even been able to useCan I just tell you how much it will cost to fix this unit out of pocket for damage I did not do?? They are telling me thousands
My family and friends are already well aware of my dismay & displeasure and will not be purchasing Starcraft based on my experience of problems with this brand new camper and my time and efforts trying to get this unit fixed under warranty
Sent from my iPhone
Final Business Response /* (4000, 13, 2017/07/24) */
Starcraft has reviewed the information you provided The points you made are understood, however we believe there may be some confusion A picture is attached that shows the damage we are referring to This damage has allowed water to enter the unit and create additional interior damage
The damage in the picture is not due to a manufacturing defect, therefore the request for warranty coverage is being declined
If you have any additional questions our Customer Service Team can be reached at XXX-XXX-XXXX

Final Consumer Response /* (2000, 9, 2016/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have picked up our trailer and the issue with the carpet was resolvedEverything elseis a matter of time as far as the original warranty work if this has been fixed
completely since we could not fully inspect those issuesYes, we have picked up our trailer, but are certainly not 100% satisfied with the manner in which the whole process was handledThank you for your assistance

Dear Revdex.com,
Our Customer service represenative will be reaching out to our retail owner for a solution to this matter
Thank you for your assistance

Initial Business Response /* (1000, 14, 2016/10/05) */
Ms*** ** ***
Revdex.com Complaint Department *** *** ***
Fort Wayne, IN XXXXX
Re: Case No*** ***
Serial No.: F28YXXXX -XXXX Starcraft AR-ONE 28FBS Travel Trailer
Dear Ms***
Having reviewed the complaint from
Mrs*** we would request that the trailer be taken to the selling dealer so any warrantable issues relating to the complaint can be addressed
Someone in our Starcraft customer service department will be in contact with Mrs, *** to work out the arrangements
We look forward to resolving any warrantable concerns under the terms of the Two Year Limited Warranty that the ***'s have so they can enjoy their comping experience
Thank you for your patience and cooperation in this matter
Sincerely,
*** ***
Consumer Affairs Manager Starcraft RV Inc,

Initial Business Response /* (1000, 10, 2017/12/12) */
Dear Revdex.com,
The Starcraft RV customer service department will reach out to our retail owner to so we can arrive at a mutuallly beneficial solution this this matter
Thank you for your assistance in this process

Final Consumer Response /* (2000, 9, 2016/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have picked up our trailer and the issue with the carpet was resolved Everything elseis a matter of time as far as the original warranty work if this has been fixed
completely since we could not fully inspect those issues Yes, we have picked up our trailer, but are certainly not 100% satisfied with the manner in which the whole process was handled Thank you for your assistance

Initial Business Response /* (1000, 5, 2015/04/28) */
Your letter dated April 20, 2015 was received in our office April 27, 2015. We also received an email forwarded to us on April 20, 2015, about this matter. We respond accordingly.
Starcraft was notified of this incident by Ms. [redacted] on March...

19, 2015 and the customer service rep (CSR) moved forward with an incident report and started the process for an investigation. When conducting an investigation, it is standard to request all information including photos, the fire report, the insurance company contact information, and the location of the trailer after the incident.
Starcraft regrets this unfortunate and difficult loss of a trailer. I personally spoke with Ms. [redacted] on April 22, 2015 and encouraged her to work through her insurance company as they are best suited to help Ms. [redacted] through this process and will protect her interests. I also emailed Ms. [redacted] my contact information to pass onto her insurance company. Starcraft remains ready and willing to cooperate with Ms. [redacted]'s insurance company should that be necessary in the future. All parties should feel free to contact me directly at [redacted]. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2017/06/22) *
Revdex.com of Northern Indiana [redacted]
4011 Parnell Ave
Fort Wayne, IN XXXXX
Re: Case [redacted] G2BXXXXX
Dear Ms. [redacted]
We have received your correspondence dated June 19, 2017 regarding J. [redacted]. Thank you for contacting us...

regarding these concerns and giving us the opportunity to respond.
The VIN you have provided is registered in our system under [redacted] however the mailing address is the same as the address you have provided. Due to the fact that the unit is only registered under Ms. [redacted] name I will be referencing her as the owner moving forward.
When Ms. [redacted] purchased her Starcraft Comet from Camping World on August 15, 2015, Starcraft provided a two year Limited Warranty with her unit. Under the terms of this warranty substantial defects in material or workmanship attributable to Starcraft will be covered.
The damage referenced in the correspondence you received was not noted previously with Starcraft. Our Customer Service Team has discussed this with the customer and explained our position to them. Due to the fact that the unit has been out of our possession for over two years indicates the concern is not due to defects in material or workmanship. Therefore the request for warranty coverage has been declined by Starcraft.
Respectfully, [redacted]
[redacted]
Consumer Affairs Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/06/30) */
Re. Starcraft warranty claim. G2BXXXXX
Hello,
This warranty claim was denied by Starcraft Mr [redacted] based on a picture submitted showing "pre-existing damage " . I am sending the Attached video showing This unit does not have pre-existing damage. I noticed water seeping in and I complained abt. water seeping into the unit to Camping World on May 1 2017. Camping World discovered the inside wall had separated From the chassis. I submitted evidence to Starcraft that the bunk ends were rated to hold [redacted] ; as Camping World had told me it looked like the front end had separated. I can assure you I do not weigh 1000 # . As you can see in my video there is NO evidence of external damage to this unit that would void the warranty coverage. You can see where the front end has "bowed out" causing water entry point.
I have sent this video previously (as well as other pics )to Starcraft warranty and was basically told " sorry claim denied"
Then I was told they couldn't " open the pictures or videos I had sent".....S I G H..
That is totally unacceptable business practice. The response I have received from this company thru the Revdex.com is only intensifying my belief that this company has no intention of helping me. I am flabbergasted by the position Starcraft has taken regarding (not) honoring my warranty. This unit is currently fully covered under the 2 year warranty ;and this problem WAS reported during the 2 year warranty coverage. The response I received regarding warranty coverage is confusing at best.Warranty coverage is not the issue. It was an unacceptable response to my problem, and frankly, I don't even understand the response or how it relates to my issue . I simply want Starcraft to reopen this claim and gather additional information now that the unit has been actually opened up by Camping World. Camping World has since re-inspected this unit and has discovered no evidence that external damage caused this front end " bowing" since they submitted their original picture to Starcraft. My Service Advisor at Camping World says he cannot submit this new evidence to Starcraft Warranty because the case is " closed". How frustrating.... For Starcraft Warranty to base a denial of coverage on 1 picture that was submitted of the outside of the camper is poor policy. The damage is internal. I would hope in the future Starcraft Warranty will request more evidence of the actual internal damage and not rely on a picture of the outside of the camper. Without benefit of a visual inspection Starcraft denied this claim based on what they have assumed ( incorrectly) is damage to the front of this unit.It is clear to me Starcraft has not examined my photographic evidence , much less requested more information from Camping World. My advisor tells me " it should be covered". The unit is currently under warranty coverage; the damage was reported/ discovered within the warranty period. Please review the facts of this case again and re-open this case with Camping World so They can submit the new evidence to Starcraft Warranty team they have since discovered since opening up the unit to repair it. As it stands it is Still not repaired 2 months later. Please see attached video. Thank You.
Final Consumer Response /* (4200, 11, 2017/07/17) */
Dear Starcraft Consumer Affairs,
Thank you for re-telling me my claim was denied due to damage.
I was previously aware of the reason the claim was denied; as I had re-stated the reason in my last reply to you. You might recall, I have already asked for my warranty claim to be re-opened based on evidence that contradicts Starcraft's reason for denying the claim.
I am maintaining my position that the Starcraft 2 year warranty claim be re-opened.
As I previously told you, I discovered a water leak in my camper. I brought it in for repairs that I naturally assumed would be covered under warranty as I had not been neglectful with my camper. My Service Advisor at Camping World told me they discovered black mold which had developed because of the water damage; a very dangerous fungus we and the children had been inhaling unawares!
I would again request another look at the new evidence I had learned from my Camping World Service Advisor. He told me that external damage did not cause the water leak! As you can see from the attached photos: My unit has ï'' ï'' separation damage,
not impact damage.
A ï'' impact would cause ï'' kind of damage.
What starcraft warranty is suggesting is
a frontal ï'' impact
caused ï'' damage to my unit.
This is not possible under the laws of impact mechanics, where damage is proportional to the relative impact velocity. A frontal crash causes impact damage.
This unit does not have any evidence of
impact damage. There is no spalling, no interior cavitation, no stress fractures on the interior wood. I have submitted photos of the inside wood that held the structure together showing absolutely no damage. I have submitted a photo/photos of the front of my camper taken AFTER the claim was denied showing no front end damage. I would like to respectfully point out that a car would have to ram through the propane tank, battery basket, and steel tow hitch and frame to cause damage to the front end. As you can clearly see from my pictures, all those items are intact and unscathed, suggesting unequivocally that this unit did not take on front end damage. As for the mysterious "picture" showing the dent that Starcraft has used to base their denial of warranty coverage; I submit evidence picture #3 showing a brand new advertisement for a diamond plate that appears to be dented due to shadowing. I find this to be compelling evidence that pictures can be deceiving, and I ask you to re-examine my evidence showing no dent. Again, I say to you, I am saddened that the Starcraft brand has failed to provide me with the benefit of a fun and stress free camping experience for me and my family. I don't think [redacted] had my experience in mind when he promised his Starcraft customers a stress free fun family camping experience. My unit has been sitting in the shop since May 1 waiting for parts. That's basically a NO camping experience this summer! The Starcraft factory 2 yr. warranty was one reason I chose Starcraft for my new RV purchase in the first place.
I am sorry I have wasted so much time and effort on this RV to date.
My RV has spent more time in the shop
being fixed or waiting to be fixed than I have spent actually camping in this unit. If I could get the money back that I paid for this new camper, that would be a satisfactory response at this point. I bought a new unit for the peace of mind of a problem free camping experience with my family. My experience has been anything but. And just to mention, all of the following issues happened with my pop up before this current issue: 1) the bed bars were initially installed improperly, 2) the heater didn't work and had to be rewired 3) the bed heating pad had hot spots and needed to be replaced, 4) the entry door was broke & had to be replaced, 5) there was no awning with the unit as advertised & 6) there was no hand held crank. Silly me, I guess I should have realized that if all of this was wrong immediately after purchase, I should have realized then how poorly the company was run.
Starcraft, I got a ï''. It is my understanding the Revdex.com will be printing this response on the Internet. What a shame Starcraft has been unwilling or unable to honor my request: reopen the warranty claim with Camping World.
Am I satisfied with Starcraft's canned response? No, I emphatically am not.
PS. I hope this can be resolved but if not I am prepared to share my experience and displeasure to date with the Starcraft product, warranty process and interactions with Starcraft to the CEO and Board of Directors of Starcraft, Jayco & Thor Industries. My response obviously will be negative for Revdex.com re. Customer Satisfaction. I am paying a monthly $ loan repayment on a ï''
I haven't even been able to use. Can I just tell you how much it will cost to fix this unit out of pocket for damage I did not do?? They are telling me thousands.
My family and friends are already well aware of my dismay & displeasure and will not be purchasing Starcraft based on my experience of problems with this brand new camper and my time and efforts trying to get this unit fixed under warranty.
Sent from my iPhone
Final Business Response /* (4000, 13, 2017/07/24) */
Starcraft has reviewed the information you provided. The points you made are understood, however we believe there may be some confusion. A picture is attached that shows the damage we are referring to. This damage has allowed water to enter the unit and create additional interior damage.
The damage in the picture is not due to a manufacturing defect, therefore the request for warranty coverage is being declined.
If you have any additional questions our Customer Service Team can be reached at XXX-XXX-XXXX.

Initial Business Response /* (1000, 10, 2017/12/12) */
Dear Revdex.com,
The Starcraft RV customer service department will reach out to our retail owner to so we can arrive at a mutuallly beneficial solution this this matter.
Thank you for your assistance in this process.

Initial Business Response /* (1000, 14, 2016/10/05) */
Ms. [redacted]
Revdex.com Complaint Department [redacted]
Fort Wayne, IN XXXXX
Re: Case No. 26067331 [redacted]
Serial No.: F28YXXXX -XXXX Starcraft AR-ONE 28FBS Travel Trailer
Dear Ms. [redacted]
Having reviewed the complaint from...

Mrs. [redacted] we would request that the trailer be taken to the selling dealer so any warrantable issues relating to the complaint can be addressed.
Someone in our Starcraft customer service department will be in contact with Mrs, [redacted] to work out the arrangements.
We look forward to resolving any warrantable concerns under the terms of the Two Year Limited Warranty that the [redacted]'s have so they can enjoy their comping experience.
Thank you for your patience and cooperation in this matter.
Sincerely,
[redacted]
Consumer Affairs Manager Starcraft RV Inc,

Dear Revdex.com,
Our Customer service represenative will be reaching out to our retail owner for a solution to this matter.
Thank you for your assistance.