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Old 06-17-2016, 09:00 PM   #1
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Warranty work at CW

Could someone explain to me how warranty work is done in the RV industry ?
My wife and I bought a NEW Grey Wolf 27RR in Feb of 2016 at the Indiana Boat Sport and Travel Show from CW, wasn't able to pick it up until the 3rd week of March because we were leaving for vacation the week after we purchased it. When we picked it up from CW the rear door on the bathroom had a 4" hole knocked in it which wasn't there when we purchased it at the show only thing wrong with it at the show we seen was the seam tape was coming loose on the walls which the salesman said they would fix before we picked it up but wasn't done when we picked it up. I was told they would order the door the next day and i offered to put it on myself since I live 1 1/2 hours from CW and they agreed to ship the door to me.
While setting up the trailer after I got it home I found some other issues the light in the vent hood over the stove didn't work after i removed the cover to see if the bulb was burn't out I discovered there was no bulb in it at all. I'm guessing who ever checked this off at the factory and at CW when they received the unit never even tried it.
Also discovered after buying a new TV and putting it in the RV that the DVD player doesn't work had audio but no video.
Despite all this my wife and I still planned our 1st outing the weekend of April 16th so on April 13th i start to flush the water system and as soon as I put the garden hose in the water tank fill port water starts dripping from under the RV after inspection its was dripping from the insulation and the belly pan under the water tank.
I also discovered there was light coming around the drivers side of the ramp door from the bottom about 3 feet up the side so the ramp door wasn't sealing correctly. My wife called CW and told them of the problems and was told to drop the RV off on our way back from our trip because we would be going right buy there and it would take 3 to 4 weeks for the repairs we couldn't drop it off because i was using it on a hunting trip the week of April 25th. On our trip we filled the water tank when we got to the campground and it dripped all weekend. While on my trip to southern Indiana I noticed the TV would not pick up any TV stations and only picked up 1 radio station.
I dropped the RV of at CW on May 2 on my way home from my trip the girl at the service desk told me CW was 3 months behind on Warranty work I explained to her I wasn't going wait 3 months to get my NEW camper back so I then talked to Rick the service manager at CW in Greenwood Indiana he looked at my list of warranty problems and assured me several times he would have back to me by Memorial weekend even after the girl at the desk questioned him about being 3 months behind he assured me again I would have it back by Memorial Weekend. Rick called me twice the week of May 9th and told me they were working on our RV and had everything fixed except the water leak and said they had filled it up and couldn't find a water leak so I had taken a video of the leak with my phone and I sent that to Rick he replied and said thanks. Didn't hear from anyone again about the RV I text Rick on May 31st and ask about a update on the RV he replied back and he didn't know he would let me know something the next day. Never heard from back from so I called and left him a message on June 6th he then text me the update on the RV the only thing fixed was the light bulb over the stove they had it over a month at this time and the only thing fixed was installed a light bulb. WOW ! when I ask him about Memorial Weekend and him telling me 3 weeks earlier it was all fixed but the water leak he denied ever saying any of that. He said he told me it would be June 15th I agreed to his new deadline and waited again. I told him we were tired of making payments on a NEW RV that was sitting at CW if it wasn't done by the 15th we wanted our money back and they could have the RV his replied to me was OK.
June 15th I text Rick and ask if the RV was done his reply was there waiting on authorization for the ramp door from Forest River and the bathroom door to get there but everything else was done ARE YOU KIDDING ME THE BATHROOM DOOR WAS SUPPOSE TO BE ORDERED IN MARCH WHEN I FIRST PICKED IT UP. I told him I needed to talk to his manager, he text me back later that day saying he had talked to his manager and he said I could come and get the RV and when the other parts come in they would come and get the RV and fix it and if that didn't work he could have his manager call me that day my reply to him was I still needed to talk to his manager.
June 17th I still never received a phone call from the manger so I text rick again about not getting a phone call his reply was he would remind him to call me. Still have not received a phone call this. By the way this is the same manager my wife called 2 weeks and left a message for him to call her and she has never received a return call.
I worked at Chevrolet Dealership as a mechanic for years I know how warranty works in the automotive industry all I keep hearing from Rick at CW is they have to get warranty work approved from Forest River before they can do anything of which I have been told that Forest River denied the bathroom door and the light bulb as warranty.
I guess I don't understand to me it's a NEW RV to me its all warranty CW should make the repairs and discuss it with Forest River later and get our RV back to us in a reasonable amount of time.
So could someone explain to me is this warranty repair practice done by everyone in the RV industry.

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Old 06-18-2016, 07:42 AM   #2
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Sorry for your problems. Couple of things that may help:
1. Rv warranties aren't like car warranties. There are lots of posts on this forum and others about this. Google is your friend.

2. You don't say in your post, but it sounds like you bought it sight unseen without a PDI? There are lots of forum posts about the importance as well. The dealer should show you both how and that everything works before it is pulled off of the lot.

3. Welcome to the forum. There are a lot of great people here and they are willing to help and are good teachers.

I hope you get your problems fixed.

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Old 06-18-2016, 07:50 AM   #3
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Welcome to the forum, your story is not unique in terms of problems with warranty work or problems with CW. Unlike car buying you have to make sure its fixed before you take it.
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Old 06-18-2016, 07:54 AM   #4
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That type of "service" is shameful. When i take my Wildcat MAXX to my dealer, I make an appointment, take it there, and pick it up that evening or the next day depending on the issues that need to be resolved.
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Old 06-18-2016, 12:40 PM   #5
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I think I would have demanded CW take the unit back when you went to pick it up and found the hole in the door.
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Old 06-18-2016, 02:49 PM   #6
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Thanks for the replies we didn't buy it sight unseen and when I took it back I ask who signed off on the PDI and that question was ignored. I'm a pretty easy going guy but my patients is really wearing thin. We love the RV we just want it fixed.
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Old 06-18-2016, 03:22 PM   #7
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I'm having a lot of the same issues with CI. It's been there for 2 weeks with minor warranty work that they are waiting for approval from Forest River. They even called me yesterday and told me that the tech dropped a ladder and broke something on the side rear view mirror. Sloppy workmanship but whenever they were trying to make a sell, everything was roses. Also, my light above the stove did not work.
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Old 06-18-2016, 03:42 PM   #8
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Oggie, I'm going out on a limb here and have to ask. Did you walk around with the dealer (CW) at the dealership and have them prove to you that everything either worked or identified what needed fixing? That is a PDI. If you weren't involved in it then you bought it sight unseen. That, as you are experiencing now, is a bad place to be. Just to be clear, the PDI is done right before signing the papers, as that is the only time you have any leverage to get things fixed. A walk through at an RV show would not qualify as the PDI as there would be no gas, no water and no way to check everything out. On my last camper I bought in March, this took over 2 hours with the tech to see it all and to guarantee that everything worked. In answer to your last question about who signed the PDI, that should be you who signed it. If that's not what happened with your sale, I feel sorry for you and I would stay away from another purchase from them.

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Old 06-18-2016, 04:53 PM   #9
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Oggie, I too work at a gm dealership for 25years. I too bought at CW. I too got the big run around. Took 8 months to get 4 things fixed. The RV warranty is totally different. Forest River has to authorize repairs before anything can be fixed. If the dealer is slow to request repairs it will take a long time. Waited 6 months for a door. I did contact Forest River directly and they seemed to want to repair anything damaged. Find the website and give them a call.
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Old 06-18-2016, 05:27 PM   #10
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Sales and service do not seem to even talk to each other at our local CW. The service department has been pretty helpful getting warranty items repaired. It did take 4 weeks to get a few parts from FR. After the initial order I had to take a photo of our control panel (has issues) as FR did not know which one they installed in our unit, nuts........

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