Complaints

This profile includes complaints for Forest River Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Forest River Inc.

  PO Box 3030 Elkhart, IN 46515-3030

• 

  Forest River Inc.

  423 N. Main Street Middlebury, IN 46540-0030

• 

  Forest River Inc.

  PO Box 124 Goshen, IN 46527-0124

• 

  Forest River Inc.

  1803 Century Dr Goshen, IN 46528-5044

• 

  Forest River Inc.

  55135 County Road 1 Elkhart, IN 46514-9765

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:06/26/2023

  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.

  Vehicle Purchase July ***** Chronic mechanical and electrical issues.Dealer attempted and failed to repair after keeping vehicle for a month. Upon pickup repairs had not been performed.Manufacturer picked up trailer and completed repairs.Vehicle was returned with damage.Additional mechanical repairs are needed. Manufacturer has refused to respond for 2 month over these inexpensive mechanical repairs that pose a safety hazard while the vehicle is in warranty. I have spent more time trying to get the vehicle repaired than I have enjoying the free use of it.I have contacted both Stealth and Forest River repeatedly with no response or resolution.VIN ***************** ***************************************************** at Stealth have not responded to multiple followup contacts over 2 months requesting resolution after the several months spent attempting to have the initial defects repaired.Brand Forest River - Stealth

  Business Response

  Date: 06/30/2023

  Forest River RV has reached out via email and telephone and contact has been made with *********************
  All parties have discussed the best method to resolve his window trim and rear door lock hardware concerns.
  We are sorry that the communications between the parties had to involve a 3rd party to continue communications.

  Customer Answer

  Date: 07/13/2023

  From: ********************************** <**********************************> 
  Sent: Thursday, July 13, 2023 12:25 AM
  To: Info@ mailbox <***********************************************>
  Subject: Message from BBB.org
  
  Complaint ID: ******************************** still have not been completed, but I was unable to respond to BBB. Manufacturer only just today has shipped me some of the broken parts for me to repair myself.
  Sent from *********************** (*************************)
  

  Business Response

  Date: 07/19/2023

  Forest River has attempted several times to contact our customer by phone, leaving voice messages requesting a return call.  Unfortunately, we have been unable to reach the customer yet but continue our attempts to contact them so that we may assist.  Thank you.

• Initial Complaint

  Date:06/13/2023

  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.

  Multiple times the heater in our 2020 Coachmen Freedom Express Liberty Edition has failed ** while dry camping and we practically froze those nights and had to cut our camping trips short due to no heat. We took it into the dealer that we purchased it from, ****** ******* RV in *********, **********. They said they pulled the heater out and cleaned off the sail switch (they didn't install a new one because they didn't have one). The heater fired up after they put everything back together. So we finally get a chance to go out camping again. It starts to get late and we go in the trailer to get ready for bed. Turn the heater on and it does the initial blow and then nothing. Not working again. I live 1 hour, one way from the dealer and I didn't want to make that drive again for nothing. I call a certified mobile RV Tech out of ***********, **********. His business is called ********** RV Repair LLC. He came out and I showed him that the heater would not fire up. He took the heater out and back to his shop to bench test it. While bench testing it he had no issues. Over 50 times it fired up like a champ. Sail switch and control board were fine. He came back out and reinstalled it. When to turn it on and the fan came on then went off and then nothing. Same issues. He then inspected the heater exhaust on the outside of the travel trailer and noticed that the exhaust pipe and igniter were not close enough to the heater. The heater from the factory was mounted to far away from the exhaust and igniter. He took the heater back out and repositioned the wood stand the heater sits on and remounted the heater in what would be the correct position. Now it fires up like a champ. I'm disappointed because something like this should have been caught at factory and is clearly a factory install defect. I'm also disappointed because I spent $86.51 at ***************** and $264.89 at Mobile Guy RV Repair LLC for a total of $351.40.

  Customer Answer

  Date: 06/13/2023

  2020 Coachmen Freedom Express Liberty Edition, VIN: *****************

  Business Response

  Date: 06/23/2023

  Thank you for bringing this to our attention, we are pleased to assist our customer as best we can.
  The furnace in question has a warranty to the customer directly through the manufacturer, ******************** The ******* warranty is expressly excluded and separate from the Forest River Limited warranty.   For questions regarding the furnace or its warranty, we encourage the customer to contact the manufacturer of the component, *******. 
  Forest River records indicate that the Forest River Limited warranty on this unit has expired, and we are unable to cover issues that either fall outside of a Forest River Limited warranty or a warranty timeframe.   
  Questions regarding repairs made by another entity, in this case either dealer or mobile technicians, should be directed to that entity. 
  If the customer has additional facts indicating *********************** inclusion in the issue at hand, we ask the customer to please share these with us and we will be glad to review.
  We appreciate the chance to assist our customer and hope they would not hesitate to contact us with any further questions or future concerns.

  
  

  Customer Answer

  Date: 06/23/2023

   I am rejecting this response because: your response indicates that you didnt even read my issue. Its not the manufacturer of the heaters problem because they didnt install it. The reason it didnt work correctly was because the people that work for you installed it incorrectly. Youre either going to keep a customer over some money or youre going to lose one. Im a disabled combat veteran and I am on a limited income so I would appreciate you stepping up and doing the right thing.
  
  
  

  Business Response

  Date: 06/30/2023

  Were this a manufacturer defect it would have occurred prior to the warranty expiration in 2020. Also, our warranty for manufacturing defects is warranted for one year from date of purchase.

  Customer Answer

  Date: 06/30/2023

   I am rejecting this response because: we never needed to use the heater until the end of the season where we had the problem. During the warranty we camped during the summer. If you would have installed it correctly at the factory, this wouldnt be an issue even 20 years down the road. Step up to the plate and take care of your customer. Im giving you that opportunity. 
  
  
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Have a 2022 forest river wildwood fsx ******** I put it away for winter with a cover October 22 uncovered it March 23 got real bad rain had a leak around window was told 1 yr warranty brought it to camping world they sent in claim and was denied it has been there since April 15th it is now May 17th I'm reporting a lemon by the manufacturer who I've tried to email and call they will not receive my calls or even talk to me about it they charged me ****** and in less than a year I have **** dollar damage I have everything to do seals and that's why I uncovered it to prep it for summer however when i saw the water damage I brought it to camping world I would include pictures but it's still at camping world they did submit pictures

  Business Response

  Date: 05/24/2023

  We apologize for the delay ************** experienced and appreciate the opportunity to serve the customers needs.  We have been in contact with ************** and the dealership to confirm that we have approved the dealerships repair request.

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because: the issue has not been completed by dealer when I get a call to come in and have issue worked on then and only then will this issue be resolved 
  
  
  

  Business Response

  Date: 05/31/2023

  We are sorry for scheduling delays at the dealership yet honor our commitment to the customer as we discussed with him.  Please let us know if we may assist further when the dealership books your units return to them for repairs.

  Customer Answer

  Date: 05/31/2023

   We are both working on a solution for the fix taking allitle longer than expected as the dealer that is fixing was 2 weeks out I will drop off the unit Saturday and they should fix it next week in the meantime I fixed the roof leak myself as we had more rain coming and I had already bought a camping trip in February for memorial day forest river contacted me today and committed to paying for what I did I will send receipts and time logged as I took 2 days off from work to seal the roof as the product I used take 24hrs in between coats on the roof and I also resealed all windows and doors and trim on the outside I will have the dealer still fix the window that was leaking but for now there is no wet spots were it was leaking originally 

   
  
  

  
  

  Business Response

  Date: 06/06/2023

  Forest River remains committed to the customer and reaffirms ********************** details we determined together.  Satisfactory outcome for the customer's concerns is our goal, and we appreciate the opportunity to have served him directly.

  Customer Answer

  Date: 06/20/2023

  
  Already filed a complaint but I just received word that even though they are trying to fix it my trailer I just found out the trailer has black mold and forest river will not give me what I asked for and that was total replacement cost as you can see in pictures they never sealed the roof properly from factory causing mold growth as seen in pictures also this is called a lemon

  Business Response

  Date: 06/26/2023

  Satisfactory outcome for the customer remains *********************** goalour understanding is these repairs are underway, having reached the specifics of them directly with the customer.  

  Customer Answer

  Date: 08/07/2023

   I am rejecting this response because:
  
  Service tech came out to fix previous bbb complaints however the result has been far from resolved the tech placed a ladder on the awning side and placed it on the awning my camper is also starting to delaminate on the outside my awning is ripped and my slide out is broken and soft floors from the factory, I've been promised that this would be resolved however it is not resolved I've spent 30k on this trailer that now I can't use but still have to make payments on I'm so upset you are my last hope I have no idea what to do as they keep saying they will make it right but hasn't it was also at the dealer who messed it up even more this trailer at the time of original complaint was less than a year old
  

  Business Response

  Date: 08/14/2023

  Forest River apologizes for any delays as we coordinate necessary documentation and schedule repairs.   We are in contact with our customer and remain committed to them as well as coverage of return of the unit and all repairs. 

  Customer Answer

  Date: 08/14/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:05/09/2023

  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 will try to sum this up in as few words as possible although it could go on a long time with all the issues we have had...We purchased our BRAND NEW Rockwood ****s in February of 2021..( we didn't even have it in our possession for half the warranty due to repairs that by the way were not even complete 6 months later when we picked it up)...It was delivered in June 2021 with a faulty grey tank which had to be replaced prior to ** even picking camper up (costing ** time and money on planned camping trip that had to be cancelled) then on our first camping trip our grey tank had leaked into the underbelly of the camper because the pipes used to install were too short and had come undone ... we are STILL having this same issue - ANOTHER leak from short pipes on our first trip this season - again, clearly the pipes are visibly not long enough to connect to tank! This time the dirty kitchen water leaked over the tops of the tanks into insulation and now there is water and food particles everywhere - the pipes used at manufacturing are visibly not long enough to even reach into the tank - the manufacturer certainly new this was not correct but shipped it out anyway THEN the dealership installed a new tank using the same short pipes causing multiple leaks afterward...Our BRAND NEW camper also had a faulty fridge, broken inverter, trim pieces missing, cup holders missing, a broken door and trim on the entrance door outside, an oven that did not heat up (still doesn't get very hot), an outdoor fridge with broken lettering as if used, multiple nuts/bolts missing in the underside if the slide out PLUS you can see that the other pipes from the sink in the bathroom to grey tank are also barely fit in. some items were corrected (mostly by my husband!)..In short I would say we got beyond a lemon...a nearly THIRTY THOUSAND DOLLAR LEMON...I HAVE CALLED AND SENT EMAILS to a contact we had for prior repairs with our concerns but now we don't even get a response...just COMPLETELY IGNORED. I guess the company got its money and does not care that we are left to continue to have to deal with the myriad of issues that should not be on what was a BRAND NEW camper - I feel that this was a rushed production made with whatever parts they could find to get it out the door in the ***** flurry of purchases and we got the VERY short end of the stick...these issues came from the manufacturer and we are left to just deal and I think that some responsibility should be taken by the people who sent this off the line. It should never have been given to anyone like this. We researched a LONG time to get a reputable product that would last us and spent a large amount of money to get a quality item but we got shafted and the shame is the company doesn't even care. They can't all go off the line like this or they'd be out of business but they should recognize they rushed this job and it *****.This has been the worst purchase of our lives - we don't even enjoy camping in it because we know something else will go wrong each time!

  Customer Answer

  Date: 05/09/2023

  Model is RLT2509s

  vin # *****************

  Business Response

  Date: 05/18/2023

  We are sorry to hear about the ongoing problems that you are having with your RV and we want to work with you to resolve these problems.  We would like to propose having a factory repair completed where we bring your RV to our service department here for inspection and repairs.  If this is agreeable, the person to contact at Forest River to have this arranged would be *********************** and his contact information is ************ or **********************************.

  Customer Answer

  Date: 05/25/2023

   I am rejecting this response because:
  We feel this is something that should have been done from the very beginning and at this point we would lose out on MORE money to miss the camping season we already have booked plus the wear and tear of towing the camper over **** miles - my husband wrote letters to the company explaining the myriad of issues from the get and we think we should have gotten the offer to inspect and repair our camper from right away with all the original issues - or in fact, received a new replacement camper because there were that many problems. At this time, my husband has fixed the vast majority of these issues on his own time, putting time in for research and spending more money for parts. We feel a significant monetary amount should be offered to compensate the time, money, lost camping trips and funds, stress and aggravation that buying this sub par camper has caused **. Or in fact, a new replacement camper! 
  
  

  Business Response

  Date: 06/02/2023

  The customer service manager is working directly with the customer to come to a resolution.

• Initial Complaint

  Date:05/08/2023

  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.

  We purchased a 2019 Rockwood Camper Nov. of 2022. Vin number *** *************** We purchased from ******* *** in ************,**. We purchased based on the Specs sheet that were on ******* *** and Forest River website and brochures. After purchasing we camped once then winterized it. In March we un winterized and camped at a State Park with no sewer. We realized our panel showed we had used a lot of water in the Gray tank and the black tank. When we returned home we proceeded to check out our tanks to see what they would hold. As it turned out they would only hold roughly 27 gallons each. Specs say we should have 2- 45 gallon Grays, 18 gallon outside kitchen tank, which equals 108 gallons. 1 - 45 gallon black tank and a 60 gallon fresh water tank. None of our tanks are the size we are supposed to have l They are way smaller. We contacted FR customer service. We have in emails them also telling ** those are the sizes were supposed to have, but we dont. FR kept coming up w/ different excuses. At 1 point they said engineers decided to change one of the Grays to a 30 gallon but Brochures were already printed. Then they said we had a 2018 camper not a 2019. But vin number is clearly titled to a 2019. FR is basically saying bc we bought used they wouldnt do anything. Forest River is a very large corporation but they shouldnt be allowed to mis represent a camper and the customer has no idea . We bought in good faith based on the spec sheet given to **. We traded in a camper w/ bigger tanks . Had we known what we were getting it would have been a deal breaker. We had a *** come and check our camper and the numbers stamped on the tanks is not what were supposed to have. We have reached out to the dealer that sold it and they want ** to pay to have larger tanks put in. We have also contacted an attorney to see what recourse we have. Both companies misrepresented what they sold to ** the customer. Thank you

  Customer Answer

  Date: 05/08/2023

  We took out an extended warranty when we purchased the camper. It did not have an original warranty left since we purchase used. At this point of writing this we have not pursued litigation. We had hoped to get it settled prior. We have contacted an attorney and we are getting appropriate paperwork in order to show we have the wrong size tanks and how much it will cost to change out the tanks.

  Business Response

  Date: 05/17/2023

  We are sorry to hear that the customer is unhappy with their purchase.  Unfortunately, Forest River was not a party to this transaction in any way and the customer bought the ** used.  There are no records of complaints from the original owner in our system.  Forest River carries disclaimers on all materials that specifications can be changed at any time with no notice.  The size of the tanks can be calculated from the federal weight tags on the **.  

• Initial Complaint

  Date:05/01/2023

  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 the Forest River, ****-manufactured 2020 RPOD and an extended-****************************************warranty on October 24, 2022, from ***, LLC doing business as ******* ***** RV Sales (Dealer #****) in *************.No sooner than three months later, the entire back wall molded out from the inside while I was camping at Camp *******, **** ************* Progressive denied the undersigneds insurance claim on February 13, 2023, based on mold not being covered by the insurance policy. Similarly, on March 6, 2023, at 3:57 PM, ****, a representative of ****************************************** a company with over one thousand better business bureau complaints in the past 12 months, denied the warranty claim while simultaneously admitting that she had not received the notice of claim, dated February 27 certified, and had admitted that her company had not inspected the *****It gets worse after I politely asked both ***, LLC, DBA ******* *****, and Forest River, **** to buy back the patently and severely defective product. Forest River, ****, through representative ************************* out refused to cooperate with the dispute and even went as far as to threaten the undersigned: While I am fully prepared to do so, it will give me precisely zero satisfaction to beat you in a courtroom, he later added, Go right ahead. Your message changes my perspective and I will now thoroughly enjoy crushing you in court.***, LLC, through its representative, *************************, agreed to send a *** inspector to inspect the ***** The inspector was told to drill and scope the walls. When he arrived, he stated, they [Forest River] dont put these together with a whole lot of quality no more, man. He added that the back wall, side walls, and possibly the ceiling would need work and that the insulation would undoubtedly need replacement. However, weeks later, *** changed its position from the position of its own inspector and agreed to only cover the replacement of a single panel

  Business Response

  Date: 05/09/2023

  We are sorry for the customers predicament.  However,Forest River has zero record of customer contact or warranty ********************** needs for this unit since it left Forest Rivers control in November 2019. The warranty is applicable to the original registered owner for one year from the original date of purchase and is not transferrable.  The current unit owner purchased the unit in question Used As-Is, in October 2022 with an aftermarket extended service plan.  Forest River is not a party to either the sale or the extended service plan and has no liability to the customers complaints.
  As to the comments by ****************; **************** is leaving much of the conversation out and has hand-picked statements to include in his complaint.  Forest River expressly rejects all of ******************** demands.  Forest River is happy to work with the repair center to help them order the correct parts necessary and assist with any questions they may have during repair.

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because instead of taking responsibility for the insane, childish, and arrogant threats made by its Assistant Director of Warranties, ****************, stated in writing, the company shamelessly shifts blame onto the consumeras if Mr. ******* voluntary comments are appropriate and somehow caused by the consumer. The companys senior representative made those comments in writing, and the company needs to accept responsibility for what its senior representative stated.

  As for the warranties, Forest River is proudly standing by its assertion that it builds RVs only to last one year, and anyone else that ends up with their product is on their own. Again, this is an absolutely shameless position to take from the same company that publicly advertises, At Forest River, ***** quality and dependability are a necessity in everything we make, which, given its response today, is blatantly a false claim that it makes to consumers daily.

  Finally, as for the hypothetical repairs referenced by the company in its response, both the extended warranty company and the dealer, ***, LLC, DBA Camping World are refusing to fully repair the ***** a fact known to Forest River, **** for weeks. Yet, Forest River, **** chose to move forward with its lie that it is willing to assist with repairs that it knows are not taking place.

  
  

• Initial Complaint

  Date:04/25/2023

  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 a brand new trailer in July of 2021. VIN # ***************** 2021 FOREST RIVER WILDWOOD TRIM LEVEL 178BHSK. This trailer has been an issue from day ONE. Its now producing another major water leak affecting the structural integrity of the flooring. I purchased every extended warranty and service for this thing and i can no longer use it. It has been taken on three trips since its purchase and there has never been a time i could close the door, stop it from wobbling no matter how many blocks or levels i have tried and the floor is rotting from the water leaks causing unhealthy mold. I have a family of 6 and refuse to trust this trailer!

  Business Response

  Date: 05/05/2023

  Forest River is are willing to review for assistance.  We do show *************************** let you a message on April 2nd. We will need to have you schedule with a dealership to have inspected for consideration. Please reach out to ****** at either ************ or ***********************************. 

• Initial Complaint

  Date:04/20/2023

  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 camper January 2022 and since then the camper has been in for service 9/14 months. Continuous issues defective camper with problem after problem! Want this made right we are just outside of the warranty period and this camper is a LEMON! Want a full refund and camper returned. I have no desire to own something I paid $36,000 for that has been in for service 70% of the time we have owned it! And they are not repeat issues its one thing after another breaking.- AC broken - Barn doors broken (multiple times)- Pantry door broken - Bed broken - Screws caused tear in camper floor - Slide out floor fell out - Power stab **** wiring issues

  Customer Answer

  Date: 04/20/2023

  Model

  Forest River Salem 22RBS

  VIN

  *****************

  Business Response

  Date: 05/05/2023

  Please reach out to ***************** at ******************************** to assist in resolving your concerns.

   

• Initial Complaint

  Date:04/20/2023

  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.

  We purchased a brand new 2022 Sabre in September of 2021. The ** was stationary from October 2021 until May 2022. January ***************************************************************** one of the main exterior walls. We contacted Forest River and followed all of their instructions, including paying for diagnostic work out of pocket. The first service center we visited indicated that they had seen this failure many times before and that the issue was due to poor fabrication (welding) at the factory. Unfortunately this service center did not have availability at that time to do more than officiate the warranty claim with the manufacturer. We spent the next two months attempting to cooperate with the manufacturer about the issue, but ultimately were unsuccessful. Two weeks ago after having visited a different service center (twice) the manufacturer denied the claim. The manufacturer's stated reason for denial is that there is a problem with the frame of the **. They will not specify what the issue is only that the issue with the frame is the reason for the failure in the wall. We have since returned the ** back to the initial service center. Their opinion of the cause of the issue has not changed. They have confirmed that there is nothing wrong with the frame of the unit and have provided ** with a written statement of the actual cause of the issue. At this point we believe that the manufacturer fabricated evidence to support their denial. The estimate for the repair is $8,012.61. As we were traveling in the ** and are now displaced from the unit we have had to secure a short term rental which has cost ** $2,459.69 so far. Our insurance provider stated they will probably be unable to help due to the problem being a manufacturer defect. We have documentation to prove that this is a manufacture defect.Video showing bolts referred to in ** Master's email:****************************

  Customer Answer

  Date: 04/20/2023

  We would like Forest River to repair all damage caused by the defects in the aluminum wall structure.
  
  VIN *****************
  Model: Sabre 36BHQ

  Business Response

  Date: 04/28/2023

  Please reach out to ********************* at ********************************* for information.  Thank you!

  Customer Answer

  Date: 04/30/2023

  I am rejecting this response because we have already been in contact with **************.************** has only restated Forest River's unwillingness to cooperate in repairing our ** based on a fictitious frame issue. As we have already stated we do not have a frame issue, and we never did. The documentation attached to this complaint reflects that fact.
  
  As you will see in the attached email from **************, Forest River is attempting to deny responsibility in this repair by attempting to shift the issue to the frame of the *** The frame of the ** was made by ******* Components - LCI. According to Forest River, LCI is refusing to participate because of an aftermarket suspension modification, which apparently caused an issue with the frame of our *** The aftermarket suspension components mentioned are Super Springs "Sumo Spring" product. They do not modify the suspension in the way that Forest River is suggesting, and Super Springs says so on their website. They also make mention of the ************************* act, and how it is illegal to deny warranty claims because of aftermarket part installation.
  
  **********************************************************************************
  
  Again - there is no issue with the frame of our ***  There is no issue with the aftermarket part installation, because there is no frame issue. The issue is with the ** body made by Forest River, and the lengths to which Forest River has gone to deny responsibility. 
  
  To BBB - We heard from ************** after we emailed *************************, who is listed as Forest River's C-level Director of Ethics and Compliance. Perhaps ***************** is a more appropriate contact. His email address is ***********************************.
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/05/2023

  After inspection of this RV, the frame manufacturer determined that aftermarket components had been added that led to this customer's issues.  ************************** Warranty expired September 2, 2022.  We understand that you wish to refute the frame manufacturer's denial.  As customer goodwill, we will pay to have your RV transported  at no cost to the factory for another inspection.  Please contact ********************* to arrange.  We respectfully decline to compensate for any incidental costs for living arrangements while this takes place.  

  Customer Answer

  Date: 05/08/2023

  **************,
  
  You apparently still aren't reading our complaint.
  
  I do wish to refute the frame manufacturer's denial.
  
  Much more importantly, I wish to refute everything Forest River has presented to LCI to create this situation to begin with.
  
  Our complaint is not with LCI.
  
  Our complaint is with Forest River, because our issues are with the ** that Forest River built on top of LCI's frame.
  
  We never had an issue with the frame of the **. We attempted to explain this to Forest River on multiple previous occasions, but Forest River chose to ignore us. We have now provided Forest River with proof that there is no issue with the frame of the **. The proof provided  comes from one of Forest River's authorized service centers - ********** in *******, ** - one of only two in all of ******* from the list that Forest River provided.
  
  We asked ********** to perform every check they could to verify the integrity of the frame on this unit after Forest River's repeated refusal to stand behind their product. The email previously attached to this ticket from *********************** summarizes these checks, and we have added the supporting documentation to this complaint. What would Forest River check if the ** were transported to ******* that hasn't already been checked? Please be ****** specific.
  
  It seems inappropriate for Forest River to invoke customer good faith after everything we have been through to this point (and are apparently still going through)  involving Forest River's product. We gave Forest River so many opportunities to show customer good faith up to now that the offer seems hollow at best. At worst it seems like a way to get the ** back to ******* so that it can be patched it up and sent back to us with whatever problems are still lurking within. Our lack of enthusiasm for this outcome should come as no surprise.
  
  Unfortunately the situation has escalated since the time we filed this complaint.  
  
  Anyone interested, and I presume that Forest River is, can see the latest developments in this ******* video.  
  
  ****************************
  
  We are no longer seeking a repair. We are now seeking a refund. We would consider a replacement unit, but it would have to be assembled far better than this one was, and would be subjected to the most intense and thorough pre-delivery inspection that a Forest River ** has ever experienced.
  
  This ** is falling apart around ** as we try to get back to our support network. Because of the poor manufacturing of our ** - again, the part made by Forest River - and because of Forest River's actions to date, we have been forced to escalate the plans that we had made for _after_ our ** adventure. We will build a house from the ground up because we are being forced out of our **. We don't have teams of workers and an assembly line. It will just be **. While it is difficult for me to imagine many ways for Forest River to inconvenience ** further, having the ** disappear to ******* for six months or longer, leaving ** with no shelter at all,  is one really great example.
  
  At any point along this unfortunate and truly regrettable incident any one of of the people involved at Forest River could have spoken up for us and said something like "Hey folks, we've seen this before. Our product is kind of a big part of their social media presence. Maybe we should try to help out on this one?" But no one did. Every single person we have spoken to at Forest River has done everything they could to be evasive, vague, and to add insult to injury, you all perpetrated this frame nonsense and tried to make this whole thing our fault! Using polite language to do unethical things does not excuse the unethical behavior.
  
  Everyone at Forest River - including you personally - have ignored multiple direct questions and genuine requests for help.
  
  We must respectfully decline to participate in Forest River's offer to have the ** transported to ******* for another inspection. We offered to bring the ** to Forest River in ******* before Forest River's refusal to help. Forest River's team chose to ignore that example of actual good faith like they ignored much of the rest of our communications.
  
  We have already had this unit inspected. You have the report. The report comes from a service center you have authorized to make these assessments in your stead. In the mean time we have an ** literally coming apart at the seams as shown in the ******* link above.
  
  Please do the right thing now. We can't wait to tell everyone that you have.
  
  
  

  Business Response

  Date: 05/12/2023

  Forest Rivers position is that this customers ********************* Warranty expired 8 months ago.  They added aftermarket items to the frame of the unit that *** have led to their issues.  These aftermarket items were not sold or installed by Forest River. 
  
  To date, this customer has declined the goodwill options that Forest River has presented.  If they change their mind, then we will continue with the avenues presented.  

  Customer Answer

  Date: 05/18/2023

  To BBB: As you can see from the communication attached to this complaint Forest River has refused and continues to refuse to have a meaningful conversation about this complaint. Forest River points out that our "limited warranty" expired 8 months ago. We were ************************************************************ January. Forest River has spent the last 5 months wasting our time, refusing to communicate with ** in any meaningful way, and perpetrating this mysterious frame issue which has never existed. 
  
  Forest River claims that we have denied all good faith efforts to date. We reject Forest Rivers statement because they have yet to extend any show of customer good faith. We have paid for all diagnostics to this point, even the ones which were preformed incorrectly. We do not interpret Forest Rivers offer to transport the unit to ******* as a good faith effort because they still insist that parts we installed are the cause of all of the problems with our RV. We asked ************** what they were going to inspect, but he ignored that question like all others we have asked. We do not feel comfortable releasing the unit into their custody under these circumstances. Forest River has already demonstrated the lengths they are willing to go through to avoid responsibility. Forest River has given ** no indication that they intend to repair anything. How are we expected to believe that they will do anything other than continue to try to avoid responsibility?
  
  If Forest River is willing to have a sincere conversation in which we actually communicate and work together to reach a mutually agreeable resolution we would be more than happy to participate. Thrilled actually. They could begin by answering any of the questions that we have asked to date. All of them have gone unanswered while Forest River brays "the bump stops did it". In short, Forest River could treat ** like customers instead of combatants.
  

  Business Response

  Date: 05/24/2023

  As said in our previous responses, Forest River does not feel that this is a warranty issue.  We may still work with the customer directly, but respectfully request that this complaint be closed.

• Initial Complaint

  Date:04/19/2023

  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.

  We purchased a new 2022 forest river XLR boost model 36XLRXF16 from ************************* in may of 2022. Since then it has been back to the dealership 4 times to complete repairs before sending it back to forest river in ******* to be rebuilt. The trailer has been on the road 3 times aside from going to the dealership. Complaints are the kitchen sink was plumbed into the black tank, tank heaters dont work, siding separated from the frame and had a 3 gap, furnace quit, fuel pump For fuel station quit, staples coming up through linoleum throughout, slides dont fit properly and grind, wall for big slide is bent out at the top 1 on a 6 level preventing dining slide from sitting level, water heater leaks, shower surround leaks, master toilet isnt vented and has pressure from tank when flushed, front jacks not strong enough to hold a trailer this size- been replaced already and failed causing one side of the trailer to drop, and misc. scratches/ damage on interior panels. As of right now, the factory has had the trailer for 6 weeks with no completion date in sight. Communication has been terrible and only comes from my end. Factory promised the trailer would be returned to me April 5th and its now April 19th.

  Business Response

  Date: 04/28/2023

  Forest River has been communicating directly with this customer trying to resolve his concerns.

  Customer Answer

  Date: 04/30/2023

   I am rejecting this response because:
  While Forest river has been in contact, I have been informed the repairs/ problems will not all be repaired as they should be. 
  1- front jacks not beach enough for the trailer. They have already failed twice after only 10 total uses and last failure resulted in the trailer dropping because the gears stripped and this was while it was parked. The jacks need to be upgraded to withstand the weight of this trailer whether they are industrial electric or hydraulic. This problem resulted in a safety issue and injured by back because it dropped while I was cleaning our items from the trailer and fell down the stairs. 
  2- the sewer/ grey water plumbing. They plumbed the kitchen sink, laundry drain, and rear bath sink into the black tank so causing the rear toilet to overflow from doing dishes. The tank monitor indicated we had ample room in our grey tank to do dishes but the rear black tank was full. This is intentionally misleading and Forest River wont take any steps to address this. 
  
  

  Business Response

  Date: 05/05/2023

  We are working with the customer towards an amicable resolution.  Repairs are complete to the ***

  Customer Answer

  Date: 05/18/2023

  I would like to re-open my claim because while they attempted repairs, it actually came back with the same as well as new problems. The repairs they claimed to have made were not only inaccurate but they were lies and the problems still exist. Since the repair to the siding was done incorrectly, we have moisture in the wall and its making the paneling inside bubble and peel. The siding is badly warped on the exterior also and will be a major problem down the road best case by delaminating worst case by having mold in the walls. 
  The dealership its at right now spent 2 full days writing up the complaint list and sent it to forest river (*******************, Comsumer relations) with no response. 
  Thank you,
  ***********************;
  

  
  

  Business Response

  Date: 05/24/2023

  Forest River is committed to working with this customer and the dealer to resolve this complaint.

   

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  They made more problems than they fixed. They need to buy the unit back and auction it as-is but refuse to give me an answer. The trailer meets criteria for ***** ****** law and have explained this. Its been out of service since October and were still paying for it. I e already been injured once because of defect and not willing to go back in it when the problem wasnt resolved as of my inspection 4 weeks ago 
  
  

  Business Response

  Date: 05/31/2023

  We are aware of this customer's complaints and are working with the dealer to resolve.

  Customer Answer

  Date: 05/31/2023

   I am rejecting this response because: nobody is communicating and blowing me off. Im homeless in a few days and am paying on a camp trailer I cant use. Forest river is dragging their feet
  
  

  Business Response

  Date: 06/02/2023

  The Forest River employee this customer has been working with is out with a medical emergency.  To our knowledge, the ** is fully functional to use and this is only a cosmetic issues.  If the customer needs to use the **, we suggest that he contact the dealership to arrange pickup and then bring back at his convenience.

  Customer Answer

  Date: 06/02/2023

   I am rejecting this response because:
  The rv is not ready to use and they are more than cosmetic problems. There is moisture in the walls causing the walls to bubble and will turn to mold if it hasnt already. The jacks also werent replaced and one dropped last time we were in it. The siding is also bubbled, the sewer bot fixed, and the water heater not confirmed to be fixed. We also dont want any reason for the factory to say we damaged the unit and they wont cover it since the warranty ran out while they had it. Forest river has had ample time to figure out this trailer problem and should be escalated to someone who can! 
  
  

  Business Response

  Date: 06/09/2023

  Managment is talking to the dealership and obtaining additional information regarding this RV.