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Old 10-15-2018, 11:03 PM   #1
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Cherokee Warranty Problems

I will try to make this fairly short but just wanted to see if anyone here has any advice or has had any issues like this before.

My wife and I have a 2018 274dbh that we got brand new from a dealer about 80 miles from our house. (Only 1 small dealer closer and he is slow and never responded back to us.) Anyways, we have a routine that after a camping trip the camper gets washed including the roof and my truck to get any bugs or dirt off of them then the camper is backed into its spot where it sits until we go out again. We came back from a trip in Delaware and while walking the roof my wife found the roof had heaved and started dipping in spots. I contacted the dealer and we were about 7 days out from the 1 year anniversary for our warranty. So pictures are taken and sent to Forest River. They respond back that they needed better pictures (It is pretty difficult to show definition on a white roof but lets give it a shot.) and more pictures were sent. The service manager put in for an entire new roof because he believes the wood underneath was never fastened properly. The status showed "pending review" for about a month. My service manager at the dealership either gets fired or leaves and now I get assigned a new guy. This was never relayed to me, I just happened to call and follow up to see what is going on when I found that out. He resubmitted the case with the same status for another 2-3 weeks. I finally call Forest River myself and speak to Mikala. She is very understanding and nice on the phone and also seemed upset that I was dealing with the issue and the amount of potential trips that had been missed. This morning I got an email from Forest River and it said because there was no damage to the membrane that they would document my VIN file and was left with that. I spoke to the dealership and he was going to try and take new photos to submit but he could see the dip and even a new spot of concern in a photo that wasn't caught by the previous service manager.

On top of this, the dealer lays off for the winter and now our camper has been there for 45 plus days waiting for work with no moving forward. And now it might not even be touched until the spring when they return from being laid off.

I guess ultimately my wife and I are at about wits end over this. The dealership made it seem like it would be a no brainer for the warranty and they can even see the issue themselves but yet Forest River won't budge. Is it worth it to try and get a lawyer involved? There are no leaks currently but what if the heaving causes a wear or weak spot in the membrane and it does?

Sorry for the randomness, I just feel like they are both pointing fingers and neither seem like the customer is really first.
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Old 10-16-2018, 08:37 AM   #2
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Has anyone laid a straight edge over the areas when taking the pictures to show the problem and the actual extent of the heaving and dipping.
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Old 10-16-2018, 01:12 PM   #3
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Can you post the pictures here, maybe somebody will have an idea how to get better contrast of the problem.

I'd try taking some pictures at different times of the day with the sun at different angles and directions. maybe under some shade or inside a building. Even directing a flood light across the spots might provide more contrast.

The straight edge SeaDog mentioned might be worth trying too.
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Old 10-16-2018, 08:43 PM   #4
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SeaDog-Good idea, I honestly didn't think about doing that.

The new service manager was supposed to walk the roof and take new pictures today and call me back by 5pm. He also said he would talk to the warranty specialist directly to discuss the pictures. He didn't call me back this evening so we shall see what the morning holds.
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Old 10-17-2018, 10:42 AM   #5
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If you have plans for a trip... once they get all the pictures they need, I would take the trailer home with you and only bring it back a day before they are ready to do the work. Sounds like you are saving them $$ by not causing more damage... I would jump on that roof until it caved in. LOL
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Old 10-20-2018, 08:35 AM   #6
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I have a 2018 Arctic Wolf and when I walked on the roof to inspect the bubbling of the membrane, I found the roof panels were coming lose indicating they were never really fastened down to the supports. This is yet another quality issue or lack there of quality inspections. RVs are like Boats= Break Out Another Thousand. Junk!
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Old 10-24-2018, 07:18 PM   #7
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Well....the saga continues with this ordeal. New service manager walks the roof and says he doesn't see any issues. Tells me the previous service guy only had 1 year experience in the RV industry and that he has 17 years. Proceeds to tell me that on a positive note the roof is documented to have an issue so even after the manufactures warranty expires I have documentation in case something new comes up so it will be covered. We make plans to come up Saturday to get the camper and go over a few other issues that were documented on the initial check in but apparently the first service guy never submitted for warranty and now they are out of warranty. (At this point I want to pull my hair out.) He tells me to arrive after 1130 because they are gonna be busy with winterizing campers.

Saturday morning my wife and I make the trip up there and get there at 1130. I go to the service desk to find that our new guy has left for the day. Now I am getting hot but refuse to take it out on this other guy because it isn't his fault. So we get the camper out and hooked up and he wants me to bring it around so we can look at it. I come around and go inside where I find the guy I spoke to not paying attention to me and this other guy with a camera. He mumbles something under his breath and storms out towards my camper. I am in shock at this guys attitude and demeanor...I don't even know who he is or what his position is. After about 5 minutes he settles down and I figure out he is my new service manager. He was apparently upset because he had just got home in his driveway and was asked to return back because he promised to meet me. On the way out he was complaining that he was 3 beers in and if he gets a DWI his boss is gonna hear about it. (So is this guy a liar? I'm beginning to not trust him.) He takes pictures of our door and says he is gonna try to get a new door because it is jamming at the top and binding. He explains that the roof is good in his opinion and that he has seen worse etc. After about 30 minutes of talking we part our ways.

This afternoon I get a phone call from Mikala saying she went to her big boss and got a new roof approved after everything we have been dealing with. She just needs us to take the camper back and have a new claim submitted so that they can authorize it because the old one already has a status in the computer and they can't change it. So now I am questioning if I need to keep with this dealership or if I can use a closer one since it is factory warranty and not any type of extended warranty. My wife honestly wants nothing to do with the dealership and I don't blame her.
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Old 10-24-2018, 09:11 PM   #8
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Iíd like to see the pictures
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Old 10-24-2018, 09:31 PM   #9
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I would call the factory, explain your concerns and get a recommendation for another dealer to bring it to.
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Old 11-11-2018, 07:31 PM   #10
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Quote:
Originally Posted by Bsens07 View Post
Well....the saga continues with this ordeal. New service manager walks the roof and says he doesn't see any issues. Tells me the previous service guy only had 1 year experience in the RV industry and that he has 17 years. Proceeds to tell me that on a positive note the roof is documented to have an issue so even after the manufactures warranty expires I have documentation in case something new comes up so it will be covered. We make plans to come up Saturday to get the camper and go over a few other issues that were documented on the initial check in but apparently the first service guy never submitted for warranty and now they are out of warranty. (At this point I want to pull my hair out.) He tells me to arrive after 1130 because they are gonna be busy with winterizing campers.

Saturday morning my wife and I make the trip up there and get there at 1130. I go to the service desk to find that our new guy has left for the day. Now I am getting hot but refuse to take it out on this other guy because it isn't his fault. So we get the camper out and hooked up and he wants me to bring it around so we can look at it. I come around and go inside where I find the guy I spoke to not paying attention to me and this other guy with a camera. He mumbles something under his breath and storms out towards my camper. I am in shock at this guys attitude and demeanor...I don't even know who he is or what his position is. After about 5 minutes he settles down and I figure out he is my new service manager. He was apparently upset because he had just got home in his driveway and was asked to return back because he promised to meet me. On the way out he was complaining that he was 3 beers in and if he gets a DWI his boss is gonna hear about it. (So is this guy a liar? I'm beginning to not trust him.) He takes pictures of our door and says he is gonna try to get a new door because it is jamming at the top and binding. He explains that the roof is good in his opinion and that he has seen worse etc. After about 30 minutes of talking we part our ways.

This afternoon I get a phone call from Mikala saying she went to her big boss and got a new roof approved after everything we have been dealing with. She just needs us to take the camper back and have a new claim submitted so that they can authorize it because the old one already has a status in the computer and they can't change it. So now I am questioning if I need to keep with this dealership or if I can use a closer one since it is factory warranty and not any type of extended warranty. My wife honestly wants nothing to do with the dealership and I don't blame her.
OMG ! So this is a problem ! After being told by Kaitlin at Forest River this past week that the warranty department has refused the roof replacement our dealer is requesting, this is a real kick in the teeth for us to hear! We are happy to hear they will be repairing your unit but puzzled why ours was refused.

We have the same issue with our 2019 325pack13 that we purchased July 30/18. And the Roof Sheeting not attached to the framework was reported to our dealer 6 weeks after purchase. The dealer also has major concerns over 2 good sized air bubbles under the membrane next to the bathroom skylight as well as the concerns of the separated plywoods sharp edge pushing upwards that will in time cut through the membrane. You can see this at the top of the attached pic.

We are extremely frustrated at Forest River's response and their unwillingness to accept responsibility to repair this as it is in our and the Service Manager's opinion, that this is a manufacturing defect.

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