Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ** in October 2021 for nearly $90,000, immediately had problems leaking. Was still under manufactures warranty as well as Johnston **s Lifetime Warranty. We take the ** to them for repair, they keep it for months at a time, call saying its ready, we pick it up, bring it home only to find out it is not repaired and continues to leak. *******, rinse, repeat. They have had it for three months on this occurrence alone and this is at least the 6th or 7th occurrence. They wont answer the phone or return calls. We have requested to speak with the ** or owner but this never happens. They wont answer the phone and send texts saying they cant talk right now. We just want a functional camper to enjoy spending time with family and purchased here because we were told they stood behind their products with the Lifetime Warranty. The ** has been in the shop more than we have had it. We have tried to contact the manufacturer but just get referred back to the dealer. $90k is a lot of money to spend at a business to get no help and no resolution.

  

  Business Response

  Date: 04/25/2024

  4-25-2024 *********** with BBB called and spoke with **************** Johnston. He was not able to locate your name in their files. Please provide the name of the purchaser and address.

  Thank you, *******************

  Customer Answer

  Date: 04/25/2024

  I am the co-owner with *************************.  Our address is *******************************************  My name should be on the account. 

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ** from Johnston ** in July of 2021. The ** wasnt clean or correct from receiving the unit. I was deployed at the time of purchase so salesman ********************* indicated we could do walkthrough once I arrived in the states.Upon arrival I did a walkthrough of the ** and noticed many deficiencies including the wrong washer and dryer. I paid for a stackable washer and dryer. I notified the company in writing of the many deficiencies in July of 2021. Their solution was for me to hire a local repairman to fix issues. I refused and finally they sent their transport contractor to collect **. The ** was severely damaged by transport company while removing from property and Roof needed replaced. Johnston had the ** from Dec 6 2021 -July 10 2022. They only fixed roof and installed washer and dryer. They fixed none of the other issues including a simple leak under the sink. In early October a leak appeared under the unit. A local repair person came a did and inspection and indicated the repair would be quite extensive! This is an ** that has been in my possession for less than a total of 6 months. Johnston ** claims its not their responsibility and I need to contact factory.

  

  Business Response

  Date: 12/21/2022

  12-21-22  Below is the timeline of events of *******************  We have made every possible reasonable effort to please this customer.

  10/25/21

  I have called every service center around and cannot get anyone to give me a written quote on the washer/dryer installation. 

  **** requests that we install the washer and dryer because he cannot find a shop local to him to do the installation. He suggests that he will pay to have the unit shipped to us if we will ship it back to him.

   

  12/6/21

  Transport company picks up the unit to be brought to us. Transport company hits a tree damaging the roof.  ****************** sends pictures.

   

  12/7/21

  ****************** gives us a ************************************* addition to the washer dryer install.

   

  12/21/21

  Transport company approved the estimate to perform roof repair due to the collision. Parts are ordered.

   

  1/2/22

  ****************** checks in with our service advisor for an update and states, I am having a pad built for the trailer to sit on out on my property so no rush.

   

  1/24/22

  Notified sales that this unit is ready to transport back to the customer. Customer wants to send a family member who is not on the title  to do a walk through of repairs.

   

  2/22/22

  Notified sales that we will be bringing the unit is to address the issues that ******************** son was not satisfied with. 

   

  3/18/22

  Notified sales that ************** had gone back through the rig and addressed the punch list again. Requested that the customer be notified and transport be arranged.

   

  4/6/22 

  Attempted to reach the customer via phone to talk about repairs and arrange pick up.

   

  4/20/22

  Received an email from the customer stating that once again his son, who is not on the title, is not satisfied with the repairs. I spent 2 hours with the customers son and determined that there are 2 legitimate items that still need to be addressed. I informed ******************** son that all fit and finish items would have to be addressed with Forest River. **** requested that service pull the unit up to the bays so that he and ****** can go through the rig. Myself, ****, and ****** go through each item on the ** and determine that all lines have been satisfied. ****** speaks with the customer via phone at this time. Around this time ****** and **** determine that they can likely resell this ** to a suitable buyer and make an offer to buy the unit back as a goodwill gesture. ****************** denies this offer.

   

  5/22/22

  ****** has email correspondence with ******************. ****************** request that we set up a time to do a video conference to walk through the unit and observe repairs.

   

  6/2/22 

  ****************** sends a follow up email about the request for a video conference.

   

  6/3/22 

  ****** and myself go to the unit and attempt to video conference with ****************** and try to call him on the phone. He is not able to pick up.

   

  6/14/22

  I continue to try to set up a video conference. I agree to do the customers annual inspection while the unit is at our location, free of charge. **73327

   

  6/15/22 

  I contact ****************** and his wife via Zoom to do a video conference. I spend from 9:18 am - 10:30 am discussing repairs made on the ** with them. Giving an opportunity to ask any questions they might have and demonstrating that repairs have been completed at this time. ****************** is satisfied and requests that we arrange transportation. I request sales setup the transport company to return the unit back to *******************

   

  10/5/22

  ****************** contacts me via email and asks for proof of his annual maintenance inspection. I sent it to him via email. ****************** also stated that he is having a leak with the camper and asks if he should call a local repairman. I tell him that yes I would recommend that he have a local repairman address the issue.

   

  10/14/22 

  ****************** emails that he has a repairman out looking at the issue who states that the ** has a leak that is a factory defect and that he cannot fix it. 

   

  11/16/22

  I tell ****************** that we are happy to address the issues at our facility. I state that if that is not doable for him he will have to contact Cherokee directly to see if they can assist in helping him find a service provider in his area that can handle his concerns.

   

  11/17/22

  ****************** communicates that he is unhappy with my customer service and that he wants his money back.

   

  11/18/22

  I communicated that while his unit was here last we replaced a faucet that was leaking and did a quality control check at that time. No leaks were detected at that time. I told ****************** that we would be happy to address any new issues he may have at our facility. I also informed him that he would have to contact Cherokee directly for any money back transaction.

   

  11/18/22

  ****************** contacts me via email stating that he bought the ** from Johnston RV Center and that, THIS IS YOUR P**BLEM. He also stated. Arrange pickup my son will be waiting.

   

  11/22/22

  I replied to ****************** via email that Forest River is the manufacturer of the ** and is ultimately responsible for the warranty and usability of the unit. We provide service (repairs) should a need arise. I also informed ****************** that the transportation of the ** is the sole responsibility of the owner of the **. All logistical and financial obligations concerning the transportation of the vehicle are to be handled by the owner of the **. We will also need whomever is listed on the title to be present at the time of drop off and pick up of the ** from our facility. 

   

  11/22/22

  ****************** replies via email that he will be contacting an attorney and pursuing legal action as well as filing a complaint with the BBB and utilizing social media to make people aware of the customer service and reliability of Forest River **s. Later the same day ****************** emailed stating that he had filed a complaint with the BBB. I have not had correspondence with him since.