Trouble repairing 2015 Charleston 430BH
Bought a brand-new 2015 Charleston 430BH last June. Used it all summer, and we had some failures. Nothing severe, but they needed to be fixed. Made a list and kept adding to it all summer. After school was back in session, we looked up the closest Charleston dealer to make the warranty repairs.
This is where our nightmare began. I had an appointment to have my RV worked on for 20 August. Despite my repeated inquiries to dealer, they never even looked at my RV until November - and even then, I think they only began anything due to my patience expiring.
I wasn't in too big of a hurry to get my unit back with it being winter, but no matter what I did, I could not get anything repaired. I never figured it would have taken this long to be fixed. Once we hit October, I called the dealer and asked them to winterize the RV. They stated that it would be no problem, and they would take care of it that afternoon. When it got to be December, I decided to pop in to the dealer (an hour's drive away) to see what was happening. Not much progress was made on the repairs, and on a whim, I decided to check the water system. It had not been winterized! I immediately notified the owner of the dealership of this, and he assured me that it would be taken care of immediately. Went back the next day, and it was still not winterized - same promise delivered. Went back a third day, still not winterized, but this time the temperature had dropped to 10 degrees, and now the water manifold was ruptured with icicles forming off the valves. They promised me that they would fix it.
Not having any other repair options in the state, I just put up with the frustration and hoped for the best. By January I was at my wits end.
I finally thought to call Forest River and see if they could help. I got connected with Mike in the Diesel Division Customer Service. He expressed great concern for my situation, and called the dealer to see if he could straighten things out and get my Charleston fixed. Mike was unable to make any progress with the dealer either, but he did offer to send a driver to get my rig back to the factory, make all the repairs in Elkhart, and then deliver it back to me.
Everything went off as planned, and everything on my Charleston was fixed perfectly at the factory. Mike repeatedly assured me that they wanted me to be satisfied with the coach, and I tell you, he lived up to that promise. It is truly rare to find such a commitment to the customer in this day and age, but I could not be happier with the result.
The moral of this story is, if you're having a problem you can't resolve - call Customer Service. They were fantastic!