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.

  PO Box 30 Middlebury, IN 46540-0030

• 

  Forest River Inc.

  3010 College Ave Goshen, IN 46528-5050

• 

  Forest River Inc.

  501 Hawpatch Dr Topeka, IN 46571-9437

• 

  Forest River Inc.

  725 Industrial Pkwy Elkhart, IN 46516-5413

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:01/19/2023

  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.

  After purchasing a new Forest River ** and traveling from ******** to the *******************, the ** began to fall apart during the drive. The carbon monoxide detector went off, cabinet doors fell off, and the slide stopped working. Upon arrival in ******, I went to a Forest River ** dealer for repair. Forest River agreed to the repair and claimed to have been sending the part to *********. As of 7/28/22 the part didn't arrive and I contacted the rep at Forest River. Instead of sending the part, Forest River contacted the part manufacturer, *** to send the part. As of 7/28/22, the part was not received. *** did not send it. Forest River again agreed on 7/28/22 to next day air the part to the dealer. I was provided a tracking number. I checked the tracking number only to find that the part was not being sent to the repair dealer in ******, but was being sent to the dealer I purchased from in ********, **. Because of the time of day, the part did not go out that day and was delayed yet again. I spent $4,800.02 in hotel costs and was only reimbursed $750 from Forest River. The hotel costs (and meal costs) were incurred as a direct result of not only the failure of the Forest River **, but also the failure to timely provide the part to complete the repair.

  Customer Answer

  Date: 02/02/2023

  2022 Geo Pro 

  Model G20BHS

   

  Vin *****************

  Business Response

  Date: 02/08/2023

  Thank you for this opportunity to respond to our customer's concern.  When we were contacted by this customer with their issue, we did what we could to assist them and their local dealership to complete the repairs as quickly as possible.  We worked with our vendor to get parts sent out for the repairs quickly to minimize the time and inconvenience experienced by the customer.  ********************** has made concessions as Customer Goodwill.  The warranty for the ** does not cover incidental or consequential damages as a result of a warranty repair having to be completed.

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:  This was a brand new unit, on its first trip out.  On 7/18/22 Forest River agreed to send the required part out.  At no time did they say they were contacting another company to send it out.  I had to reach out to Forest River on 7/28, 10 days later, to find out where the part, which was supposed to be sent overnight, was.  It was at that time that ******************* of Forest River admitted that he had made a mistake and not only did he not send out the part (he asked *** to do so), he didn't even follow up on it.  (I have attached the voice-to-text voicemail message from **************).  He then stated that he would send the part out the following day, overnight.  Friday, after receiving the tracking number for the part from **************, I checked the package, only to find out that he wasn't even sending the part to the correct state.  He was sending it to ******** when the unit was in the *******************.  These expenses incurred are not only from the failure of the unit, which should not have failed, but also on the delays caused solely by Forest River in obtaining the part.  I have already absorbed the cost of replacing 2 of the stabilzers and repositioning the other two when the wind blew the unit and 2 of the stabilizers buckled because they were not positioned on the supports, but were to the side of them.  The unit has not been used since this first trip and is currently sitting because it cannot be trusted.
  
  
  

  Business Response

  Date: 02/15/2023

  We are deeply sorry for the delays that took place in regard to parts order and delivery.  ********* parts supplied by a component manufacturer are shipped directly from that component manufacturer to allow for shorter shipping times.  It is an unfortunate oversight that parts were shipped to the selling dealer instead of the repairing dealer.  As soon as the error was discovered, a new order was placed immediately and shipped to the repairing dealer.  Forest River has gone above and beyond what is covered by warranty and made considerations to the customer as a gesture of goodwill.
  In reference to the stabilizer jacks, this is the first we have been informed of this issue.  From the customers description of the event causing failure, the unit was not set up on proper supports.  If this is not the case, Forest River requests more details and photos to determine warranty coverage. 

• Initial Complaint

  Date:01/19/2023

  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.

  Bought Grey Wolf 21GP fish house - RV edition. VIN *****************. I used it 4 times. It has been in for warranty work before with some wiring issues and repairs went smooth. This time is was brought in for a bulge in the wall affecting the cabinets and countertops along with sagging ceiling panels. The repair shop has been reaching out to Forest River to get authorization for the repairs for 2 months with no prevail. There was also a tear in the awning after the 2nd time I rolled it out in which Forest River diverts to ******* for the warranty repair. The repair was denied because ******* says its damage and not a defect and that defects would be noticed immediately. After speaking with ******* and telling them that the tear occurred after the second time of using the awning and that how am I suppose to notice any defects with only using this feature twice, they still denied my claim. Forest River wont stand behind it either saying that its not part of their warranty. I find this deceptive that Forest River wont cover a product they use to create a final product. I feel that this unit falls under the Lemon Law or at least the ********* **** act.

  Business Response

  Date: 01/26/2023

  Thank you for the opportunity to better serve our
  customer.  Forest River required additional information and photos in
  order to make a better determination in regard to the customers awning warranty
  concerns.  Forest River has spoken with the customer and the customer is
  sending additional photos and video to Forest River.  We have provided the
  customer with direct phone and email contact information so that we can better
  assist with their repair needs. 

• Initial Complaint

  Date:01/13/2023

  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.

  VIN: ***************** Model Year: 2022 Body Type: RT GVW: ***** On 08/20/2022, we purchased a camper from ******* ***** that was produced by Forest River. This camper came with a rack on the rear which was already installed by the factory before ******* ***** took possession. This rack has a 200 lbs weight rating. Within the first month of owning the camper, we used the rack for the first time to hold a generator that was only 100 lbs. This was only our second trip with this camper. During the trip, a person who was traveling with us in a separate vehicle behind our camper called and made us aware that the rack on the back bent and almost dropped the generator on the pavement while we were driving. The spare tire hit the payment and is scuffed but seems functional otherwise. When the rack bent, it also damaged the bumper of the camper. We contacted ******* ***** where we purchased the camper to have them submit a claim to Forest River to warranty the product (the rack) and the camper because of a clear defect. This should NOT fall under the separately purchased ***************. ******* ***** has supposedly been in communication with Forest River regarding this matter and stated that they (Forest River) would not repair the camper. We even sent pictures showing the damage so it could be sent along to Forest River by ******* *****. We aren't getting anywhere in this process so we are forced to reach out to Forest River directly using this complaint. All we want is Forest River to agree to the following:1. Replace the bumper of the camper for damaged caused by the defective rack (it is twisted so it is unrepairable)2. Replace the rack with something comparable (same 200 lbs weight rating)3. Repair any paint damage to any part of the rear of the camper which may have been caused by the rack 4. Have these repairs completed by 3/31/2023 as to not impact camping season We hope we can resolve this amicably without any legal action being necessary. Thanks.

  Business Response

  Date: 01/20/2023

  We are extremely sorry that our customer has experienced a problem with the cargo rack.  Forest River has been in contact with the repairing dealer and the customer.  Additional photos were required to determine the nature of the cargo rack failure.  Photos have been received and Forest River is working with the vendor and the servicing dealer to resolve the customers cargo rack issue.
  Thank you for allowing Forest River to further investigate the nature of the failure and assist our customer.

  Customer Answer

  Date: 01/27/2023

   I am rejecting this response because: I am not willing to accept the company response to resolve the matter until there has been a determined outcome that both parties are satisfied with. They have been in communication regarding this issue which is true. The photos I submitted to them are the same photos I submitted to the dealer when I initially tried to resolve this matter directly. I will close this matter ONLY when a solution is agreed to which includes replacing the rack and repairing the damage to the bumper/camper as a result of the rack. Furthermore, it is worth mentioning that this solution should NOT be covered by warranty as this is a dealer issue. Impairing the value of a warranty I purchased due to a failure that resulted from the manufacturer/supplier is not an acceptable option which was initially mentioned when I attempted to work through the dealer directly prior to filing this complaint with the BBB. I am happy that progress has been made and someone is finally looking at this matter more closely but I will not be satisfied until a specific outcome is agreed upon including a reasonable timeframe being given for the repairs to take place. 
  
  
  

  Business Response

  Date: 02/02/2023

  We do apologize for the delay in authorizing the reported concern and thank you for the opportunity to follow up and respond.  After receiving and reviewing the photos that were required to make a determination, the claim entered from the dealer in regard to the customer's reported issue has been approved.  The dealer has been authorized to proceed with the repairs.  

  Customer Answer

  Date: 02/02/2023

   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:01/10/2023

  Type:Sales and Advertising 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.

  April 7th,2022 Total Sale price $67,512.20 2022 forest River Wildwood 29VBUD Travel Trailer. We have had issue after issue with this unit. Its has has numerous work orders. This unit had no quality control is subpar and faulty. The entire subfloor has been replaced inside electrical breaker box has been replaced more than once is currently in the manufacturer for more electrical issues and flooring issues as well as water leak issues. Since April the unit has been in the for repairs 4 times. It is currently in possession of the manufacturer. We are requesting 100% buy back and we are getting to go around. This is the second time the manufacturer has had it and issues and problems. Keep reoccurring as well as the same issues. We do feel that electrical issues should be deemed unsafe, as this could be a safety issue for our lives, if something happened in the unit. We purchased this unit hoping to be able to create memories and explore and have fun time with our family. We have not been able to go on any of our family trips we have had to cancel then we have had issue after issue, weve lost hot water weve had leaks. Weve had the floor bowing and soft spots. The breaker pops we lose power theres been a buzzing sound. We had outlets not work its continuous and it hasnt stopped.

  Business Response

  Date: 01/17/2023

  Forest River is sorry to hear of the customer's ongoing trouble.  ********************** is currently working with the customer and is discussing options for a resolution.  At this time options are being negotiated and nothing has been agreed upon.  The
  customer has direct contact information for their Forest River customer service contact and we look forward to working with our customer further towards a resolution.

• Initial Complaint

  Date:01/10/2023

  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 a 2020 Forest River Wildcat in May of 2021. There were multiple concerns from the day we brought it home. These were noticed and discussed with the dealership upon walk through the day we took it from the dealership. We scheduled for these items to be taken care of at the end of the 2021 at the dealership under factory warranty. Our camper was at the dealership for these repairs for 6 months (November - April) due to Forest River not sending parts or not sending the correct parts needed. At this time, we still do not have an ignitor switch that works for our stove because Forest River still has not sent it to the dealership or myself. During the first 2 months of having our camper, we ran into more problems such as water pump replacements, which now had been a total of 4 and slide out issues. In October, we had a different slide out issue and a sewage valve problem in which we contacted Forest River about. We discussed with a representative every issue that we have had with our camper that we had only had for ******************************************************************************************* which we were told that would be taken care of by good will. We scheduled for the repairs giving them the emails in which we were told it would be paid for by Forest River. We then were contacted after the repairs were completed that Forest River will not now cover these problems due to them being "maintenance" issues. When the representative in which we were working with was contacted, who told us this would be covered through good will, his only response was "things change". We paid out of pocket for the repairs. When asked when we needed to have the camper back in for "maintenance", we were told that these were in fact not maintenance issues but factory faults and should not experience these issues again. I am so disappointed that not only were we lied to, treated disrespectfully by the Forest River representative, but we purchased a lemon.

  Customer Answer

  Date: 01/11/2023

  2021 Forest River Wildcat 368MB

  VIN  *****************

   

  Thank you,

  ****

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to resolve our customers concerns, we are very sorry that any issues have been experienced with the travel trailer.  After a thorough review of Forest River's records and contacting the selling ********* has been learned that the complainant is not the registered owner of the travel trailer.
  Forest River is a manufacturer of RV's.  Our warranty is applicable to the original owner for one year from the date of purchase and is not transferrable.  The customer has contacted ********************** in the past and we have done what we can to assist with repairs. Forest River values positive relations with our customers even when they are second owners and the warranty does not apply.
  
  Through customer Goodwill, if the unit is taken to an authorized Forest River servicing dealer, we will review the entered claim and see how we can assist the customer.

  Customer Answer

  Date: 01/30/2023

   I am rejecting this response because:
  
  Just because the trailer is not registered under our name does not mean it is not ours. We are currently still the first and only owners of this trailer. 

  We have been in contact with Forest River since less than 1 month after the purchase and not one time has it been brought up about who the trailer was "registered" to. 

  I also know that there was a phone call made to the "registered" person who gave permission for discussions to happen regarding this trailer. The "registered" person is in fact a family member. 

  I will not accept this. I feel that this was "an easy way out" for Forest River. 

  Business Response

  Date: 02/03/2023

  Forest River is requesting the customer take the unit to a ********************** authorized dealer or repair center for service review. The unit file has been noted and claims entered will be reviewed.  Any authorized repairs will be considered as Customer Goodwill.  

• Initial Complaint

  Date:01/09/2023

  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.

  In April of 2022, I purchased a brand new 2022 Forest River Vengeance Rogue 29KS from *****************************. Within a few weeks, I started having serious issues with the unit. The lack of craftsmanship from the factory for a unit that cost over $60k is shocking. It is now January of 2023, and this unit has been at the dealership for 7 out of the 9 moths I have owned it!!!The list of items that have been bad/faulty are below. -Genset electrical transfer switch went bad after 22 hours backordered for 3 months -Wheels on patio walls were not attached correctly resulting in multiple wheels coming off and becoming wedged in the ramp lift springs and damaging the entire ramp door. Waited 2 months for a new door, and ******* sent the wrong one! Still waiting for new one 4 months later.-Both batteries were bad/faulty Had to pay $260 service fee for someone to come out and tell me they were bad. Camping World refused to replace, I had to purchase new ones myself.-Cabinets were not nailed/glued resulting in doors coming over -Wall trim was not nailed/glued properly -Shower was not sealed correctly resulting in water leaks -Exterior trim skirt was not installed correctly, resulting in delamination from the panels -Retractable blinds were broken from day one had to replace -Support legs on couch/bed were not screwed in correctly, resulting in tearing leg off/striping screws -Bed platform and supports poorly made. Plywood that supports the mattress is warped and struts to lift for storage are broken. Spending so much money on a unit that was manufactured so piss-poor is shocking.Camping World has all records/work orders of repairs. Contact ****** ************

  Customer Answer

  Date: 01/09/2023

  2022 Forest River Vengeance Rogue Model 29KS

  VIN: 5ZT2VGUB0N1003558

  Business Response

  Date: 01/24/2023

  We are sorry to hear of the troubles our customer is experiencing, and we are working with the dealer to have repairs completed as soon as possible.  Forest River has contacted the dealership and they stated all repairs are complete except they are still waiting on the ramp door. The manufacture of the ramp door states it should be at the dealership sometime the week of 1/22/2023. Dealership is ready and prepared to install ramp door as soon as it comes in.  We have made an attempt to contact Mr. Young but have not had any success in reaching him. We will continue to try to contact Mr. Young.  Thank you for allowing us the opportunity to work
  with the dealer and the customer towards a resolution.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  
  
  
  It is now 1/31/2023 and the door is STILL not here. Additionally, they have NOT tried to contact me at all. I have had zero calls, voicemails, emails nor text messages from them. 

  I also have had no response to my request of extending the Manufactures Warranty another full year and either A. Refunding the additional money I paid for the extended warranty (Over $3,000), or 2. Reset the Extended Warranty to begin on Today's Date. 

  I have also tried to call their department and have not reached anyone. 

  Have they provided the BBB with any direct contact information?

   

  Bryan

  Business Response

  Date: 02/06/2023

  Forest River has had the opportunity to speak with
  the customer and they are now in possession of their unit.  Any parts that have not been received, have
  been shipped.  Since being able to speak
  with the customer communications issues have also been resolved and Forest
  River has been able to provide direct contact information to the customer.  We thank you for the opportunity to follow up
  and respond. 

  Customer Answer

  Date: 02/07/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18698491, and find that this resolution is satisfactory to me.
  

  
  
  

  
  

  Thank you.

• Initial Complaint

  Date:12/21/2022

  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 a 2020 Forest River Hertiage ***** 356QB 5th wheel in 2019. ** has been sitting in storage (covered). I just recently pulled the ** out of storage and I see yellow glue lines on the roof (inside) and yellow stains on the floor from either sealant or glue. I have researched this issue and it's seems to be a common issue with ******* River **s. I contacted the dealer and they said there nothing they can do because the ** is out warranty. I would like to have this documented as an manufacturering issue with ******* River **s and have my ** repaired at ******* River expense.Model: 356QB VIN: *****************

  Business Response

  Date: 12/29/2022

  Thank you for reaching out regarding your unit concerns, we are sorry to hear of the trouble you are seeing.  Please send photos of the yellowing along with your full VIN number to
  ************************************ so that we may review the photos and answer the concern.

• Initial Complaint

  Date:12/20/2022

  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.

  In 2020 I bought a 2015 sunseeker ****ds. The people I bough it from kept it stored indoors. In 2021 the military reassigned me away from my family so I decided to live I. The rv while away from my family. Last year I started noticing water on the floor after it rained. The front and back slide outs were leaking. I have now had the rv in 3 shops 4 different times. One shop was able to fix the front slide out leak and told me that the rv had been leaking since it was brand new bra use the drip tray under the front slide never had the end caps installed. He was not able to get the back slide to stop leaking. I emailed forest river and Sent pictures. They said it was leaking because someone removed the slide out topper. I bought one and put it in. This did not stop the leak. So the rv went back in the shop ( a **************) this tech at Lazydays in ******* did several things to the rear slide and said that the rear slide was leaking due to a manufacturer defect. I am hoping that the rv is fixed now I guess time will tell. Although the rv is not under warranty I believe forest river should cover the cost of the repair. To get the slide out to stop leaking. Im not asking for both repairs just the last one because I cant find the receipt from the first 3 visits. I emailed ******* river and was told no. Because the first owner would have noticed if it was leaking when it was new. Which is not necessarily true because it was stored inside. And some people just arent as observant.I would be happy to provide more info to the company if requested. What I would like out of this if for forest river to stand by their product and cover the repair that was said by 2 different rv technicians to be caused by manufacture problems. Im sure the service advisor from lazy days could get you in touch with the last technician that worked on it.

  Customer Answer

  Date: 12/20/2022

  2015 Make model and vin. Forest river sunseeker ****ds. Vin *****************

  Business Response

  Date: 12/23/2022

  Forest River is sorry to hear of the trouble you are experiencing.  The unit in question was shipped to the original selling dealer on 8/6/2014.  This unit was retail sold on May 7, 2015, to the original owners and the Limited Warranty expired 5/7/2016.
  
  During the warranty period we paid 2 separate claims to repair and adjust the slide-out seal, November of 2015 and in May of 2016.  There are no additional reports of water intrusion or any other manufacturing related problems either by way of claims or customer communication after May 2016. 
  
  Additionally, the slide-out awning was removed at some point and the lack thereof can contribute to water intrusion for various reasons.
  
  Due to the unit being out of warranty 6 years and 7 months, the limited warranty applies only to the original owner, there are no records of required maintenance, and no communications regarding the customers unit since 2016.  Forest River cannot participate in the requested reimbursement.
  We can and are willing to assist the unit owner by helping his local dealer or repair shop obtain any available parts he needs to repair the unit.

  Customer Answer

  Date: 01/03/2023

   I am rejecting this response because: While you may have adjusted a seal it doesnt mean its fixed. And if the rv was being kept inside it would be possible that you not see it. I am not asking for everything that happens with it to be covers by the manufacturer, but I do feel that the manufacturer hold responsibility for this because the tech at ******** told me that it was leaking due to a manufacturer defect. Also the slide out topper may have been been a problem but I put a topper back on the slide out and it continued to leak. The front slide out was repairs by all brands rv which when I asked him what caused the leak he said it was a manufacture problem as well. Im not saying this should be a warranty problem. A warranty is something you buy in case something breaks. I am saying that the cost of the repair should be covered because the manufacturer didnt do something correct or missed something. It has nothing to do with a warranty it has to do with doing the right thing. 
  
  

  Business Response

  Date: 01/10/2023

  The consumers RV left the control of Forest River over 8 years ago. Unfortunately, there would be no coverage available to assist the consumer.  

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  Regardless of it leaving forest rivers control, that doesnt change that the rv techs from multiple places stated that the leaked were due to a manufactures defective.
  
  

  Business Response

  Date: 01/24/2023

  Thank you again for forwarding the consumers response and this opportunity to respond. As previously communicated, there is not any coverage available to the consumer. Please respectfully consider this an end to the matter.

• Initial Complaint

  Date:12/19/2022

  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.

  On October 28, 2021 I purchased an Alta travel trailer made by Forest River from ************************* Traveland in ******* ********. Due to the time of year it was put into storage for use the next year. Over the winter this dealer closed and was taken over by ******* ***** at the same location. I have been dealing with ******* ***** to address my warranty issues. I made a service appointment with ******* WOrkd for June 29, 2022 and gave them a list of issues that we had discovered on our first ******* trip. Most issues have been resolved however one issue has not been resolved to our satisfaction due to Forest River declining that it is a warrantible issue. The dinette cushions did not fit together to create a bed as advertized with the table in the collapsed position.It was first presented to ******* ***** on May 3, 2022 and documented by the ****************** when the camper was dropped off on June 28th for the scheduled warranty work. There were several phone calls between ******* ***** and I to address the multiple warranty issues and this particular issue was just reported to me as "waiting on new cushions".On November 25, 2022 when I picked up the camper from it's final warranty appointment I discovered that this issue was still unresolved. I contacted the Service Manager *****************************, who documented the same. He contacted Forest River and they sent a set of cushion that I was contacted to pick up. When I returned to my camper to try these out they do fit into a bed with the dinette table collapsed, however, witht he table up there is a noticeable gap at the top of the dinette seat back. I took pictures and sent them to the Service Manager who again contacted Forest River. their response was that "..this gap was normal. There is no warrantable concern with this, or defect." I also contacted Forest River Customer Relations, *********************** who gave me the same response. I don't think anyone would have purchased a $60,000 camper with this obvious defect.

  Customer Answer

  Date: 12/19/2022

  The Make, Model and VIN are all included in the Bill of Sale attachment that was uploaded to the original complaint. Please let me know if you can't read or open this attachment.

  Business Response

  Date: 12/23/2022

  Forest River is sorry to hear of the customers dissatisfaction with the dinette cushions.  In order for the cushions to convert to a bed they had to be altered by an inch to fit, this does create a slight gap.  This has been explained to the customer.  ********************** is willing to cover trimming the back of the dinette down as to eliminate the gap.  If any further questions arise the customer has been provided with direct contact information for assistance. 

  Customer Answer

  Date: 01/04/2023

  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. As long as I can have this work done at ******* ***** in *********** to be scheduled on a date that is agreeable to me when I pull my camper out of storage in the March-April 2023 timeframe.

  
  

  Thank you.

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

• Initial Complaint

  Date:12/19/2022

  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.

  Hello, It was recommended that we use BBB to reach a resolution as we have exhausted all other means. We purchased an XLR Toy Hauler earlier this year (April) with the intention of immediate and regular use. However, after simply transporting the unit from the dealership to our home in *******, many problems were identified. We did use it for 2 nights while in transit, and we did a full inspection before purchasing the unit. The only items we noted were more cosmetic and were fixed at the dealership. While using the unit at our home, things quickly began to either completely break, or break down. We began a list of items to bring to a licensed dealer to file warranty claims. One of the first things we noted was the lack of a TV backer that was listed on the spec sheet, which raised alarms, as to what else may have been looked over. We then noticed that the brackets for securing the top bunk in the garage were coming out of the wall, and not fastened into studs at all. The ** unit was the biggest concern, as we were in the middle of summer. The unit was only cooling to around 80 degrees, but the thermostat was also not reading correctly. This essentially made it so the unit was unusable. At this time we contacted a licensed dealer to begin work. This was in June. At the time of writing this complaint, it has yet to even make it out the warranty approval. That means we still have to get approval from Forest River to even order and address any of the issues we identified. I will be attaching the list of items that are defective. The dealership is also part of the concern, as their amount of turn over has caused our unit to be lost at their lot on occasion. We have called for updates, at which point we were asked if our unit was even there. We understand that is not necessarily their fault, but ultimately Forest River's responsibility, and we should not be penalized in this manner. Please see additional details in attached word document.

  Customer Answer

  Date: 12/19/2022

  Make:XLR Toy Hauler

  Model: XLT29LRLE-79

  Serial Number: *********

  VIN Number: *****************

  Names on the unit: ******************* and *********************

  Business Response

  Date: 12/23/2022

  Forest River is sorry to hear of the problems our customer has experienced.
  
  Upon review of the customers unit file, we found that one warranty claim had been entered on November 3, 2022, the claim was authorized November 4, 2022.  In addition one part order was entered on 12/12/2022 and shipped on 12/15/2022.  Prior to  the submitted complaint with the Better Business Bureau, we here at Forest River had no knowledge of any unresolved warranty repairs or of the additional needed repairs stated by the customer.
  
  ********************** is now aware of the issue at hand and we are working closely with the dealership to complete all repairs in a timely manner including needed repairs that have not been submitted by the repairing dealer for warranty authorization.  The repairing dealership is to complete another warranty claim which will include the remainder of complaints to be addressed. 
  
  For any further questions in regard to warranty repairs contact ************ or email ********************************
  

  Customer Answer

  Date: 01/05/2023

   I am rejecting this response because:
  
  Thank you for your response. 

  We spoke with ***** (********* Dealership), and there still seemed to be confusion around our unit. We do not have clarity on the time frame for the parts being ordered/installed. We can't confirm which parts have been ordered yet, and which need to be authorized. In addition, she said work would not being until ALL parts have been received. I have attached a list of issues/concerns for reference to compare to the current warranty tickets that are open. 

  In addition, should the camper not be finished by the 1 year ***** we would also request an extension on the coverage window. Reason being, if we get the camper outside of the window, and on the first trip we identify another issue, we will no longer have any time to address it with coverage. We should not be at fault due to the dealership being so backed up that we can't use the camper for this long. 

  Thank you!

  Business Response

  Date: 01/11/2023

  Forest River is in communications with the servicing dealer.  Due to employee turnover the servicing dealer has been delayed in entering portions of the warranty claim.  We are working with the dealer to get the additional claim entered and reviewed as soon as possible to avoid further repair delays.
  Any warranty questions or repair concerns can be sent to ******************************** or call ************.