Horrible Customer Service

[SlfMdeFam]

Forest River has dropped the ball horribly on getting the parts to the service department that ordered a new door for my trailer. The parts were ordered almost 2 months ago and still no exact date on when they’ll be shipped to them. I have all the documentation showing when parts were ordered and all the transactions between the dealer and Forest River. As of yesterday Forest River still didn’t have an answer on what the heck is going on.

I’m highly disappointed in them. It’s a shame to not care and follow through. We spend thousands of dollars on these units and for them to not take pride in their customer service is a shame.

[Chief T]

Originally Posted by Chris Allen

Forest River has dropped the ball horribly on getting the parts to the service department that ordered a new door for my trailer. The parts were ordered almost 2 months ago and still no exact date on when they’ll be shipped to them. I have all the documentation showing when parts were ordered and all the transactions between the dealer and Forest River. As of yesterday Forest River still didn’t have an answer on what the heck is going on.

I’m highly disappointed in them. It’s a shame to not care and follow through. We spend thousands of dollars on these units and for them to not take pride in their customer service is a shame.

I recently experienced something similar. When the hatch door arrived, it was the wrong size and waited, waited, and waited for the new one to arrive. I decided to go to social media and low and behold I got a call about a week later from Prime Time and about a week later got the call to pick up my TT.

[Ejs4029]

Originally Posted by Chris Allen

Forest River has dropped the ball horribly on getting the parts to the service department that ordered a new door for my trailer. The parts were ordered almost 2 months ago and still no exact date on when they’ll be shipped to them. I have all the documentation showing when parts were ordered and all the transactions between the dealer and Forest River. As of yesterday Forest River still didn’t have an answer on what the heck is going on.

I’m highly disappointed in them. It’s a shame to not care and follow through. We spend thousands of dollars on these units and for them to not take pride in their customer service is a shame.

When we lived in SoCal my nearest FR dealer was Giant in Montclair it took almost two months for some warranty parts that were ordered for my TT to show up they were horrible while the TT was there they urinated all over the toilet seat and then claimed I dropped it off like that....

[SlfMdeFam]

Originally Posted by Ejs4029

When we lived in SoCal my nearest FR dealer was Giant in Montclair it took almost two months for some warranty parts that were ordered for my TT to show up they were horrible while the TT was there they urinated all over the toilet seat and then claimed I dropped it off like that....

I’ve been dealing with Giant in Murrieta. I have to say they have been great. My trailer was broken into and they ruined the door. It was ordered and Forest River just dropped the ball. Sounds like once they have your money they could give 2 cents about you.

[KFX450RXC]

I don't know what's going on there lately. I have a write-up to be posted soon on FR's poor service. It appears FR is going down the old corporate road of "save a dime now at the expense of a dollar tomorrow".

In other words, if things don't end well on this warranty issue I'm going through, this four-time FR purchaser will be looking at Keystones and Grand Designs next time.

[SlfMdeFam]

Originally Posted by KFX450RXC

I don't know what's going on there lately. I have a write-up to be posted soon on FR's poor service. It appears FR is going down the old corporate road of "save a dime now at the expense of a dollar tomorrow".



In other words, if things don't end well on this warranty issue I'm going through, this four-time FR purchaser will be looking at Keystones and Grand Designs next time.

Funny you should say that. This is our 3rd FR RV. This last weekend we put a deposit on a Keystone Montana. I’m done with FR and just want trailer back so I can trade it in.

[rockfordroo]

Originally Posted by Chris Allen

Forest River has dropped the ball horribly on getting the parts to the service department that ordered a new door for my trailer. The parts were ordered almost 2 months ago and still no exact date on when they’ll be shipped to them. I have all the documentation showing when parts were ordered and all the transactions between the dealer and Forest River. As of yesterday Forest River still didn’t have an answer on what the heck is going on.

I’m highly disappointed in them. It’s a shame to not care and follow through. We spend thousands of dollars on these units and for them to not take pride in their customer service is a shame.

I'm assuming you are taking the dealers word on when the parts were ordered? There are TONS of posts here where the dealer has claimed they ordered the parts, only to have the OP call FR to find out that the dealer never ordered them.

I'd suggest you call FR and see if the dealer actually did order them.

[SlfMdeFam]

Originally Posted by rockfordroo

I'm assuming you are taking the dealers word on when the parts were ordered? There are TONS of posts here where the dealer has claimed they ordered the parts, only to have the OP call FR to find out that the dealer never ordered them.



I'd suggest you call FR and see if the dealer actually did order them.

I have 100% documented proof of what was ordered and all the communication between the dealer and FR. This is 100% on FR

[SlfMdeFam]

Not to mention this isn’t a warranty issue either. This is a door being paid by me through my insurance so no hoops to jump through.

Seems pretty simple to me. Receive a P.O. and ship out. If that’s too much for them then I’ve lost all faith in FR.

[jtatum65]

So you never called FR parts dept yourself? Seems like your putting too much trust in your dealer. The documented communications can easily be altered or the dealer could only be showing you what they want. What FR brand do you have? If its a Rockwood/Flagstaff, I have the parts number I can share with you.

Sent from my VS988 using Forest River Forums mobile app

[SlfMdeFam]

Originally Posted by jtatum65

So you never called FR parts dept yourself? Seems like your putting too much trust in your dealer. The documented communications can easily be altered or the dealer could only be showing you what they want. What FR brand do you have? If its a Rockwood/Flagstaff, I have the parts number I can share with you.

Sent from my VS988 using Forest River Forums mobile app

I’ve called Patty Cooper multiple times and she doesn’t answer.

I’m not a conspiracy theorist and not try to alter truths. I’ve seen the corespondents between both the dealer and FR and they’ve actually admitted to dropping the ball to the tune of them spending almost $800 now to expedite the shipping.

I find it funny people can’t take facts at face value and admit when someone screws up. It’s always easy to put the blame on the middle man and not the big company.

I have a Rockwood 2780WS

[jtatum65]

I do not know who Patty Cooper is. As the contact I call for Rockwood parts is Jenelle (i thinks thats how you spell her name). I think your calling the wrong person and thats why they are not returning your call. What number are you calling?

Also some dealers, not all, are notorious for lying, cheating and just plain stealing from their customers. Ask me how I know? But I have never had a problem with ordering parts from Rockwood, as I have a Rockwood 5ver myself and they have always allowed me to order directly from them without any issue. Try and get Keystone or any crappy Thor product to do that. They insist you by from a dealer at a huge markup! Again ask me how I know...LOL!

[SlfMdeFam]

Originally Posted by jtatum65

I do not know who Patty Cooper is. As the contact I call for Rockwood parts is Jenelle (i thinks thats how you spell her name). I think your calling the wrong person and thats why they are not returning your call. What number are you calling?



Also some dealers, not all, are notorious for lying, cheating and just plain stealing from their customers. Ask me how I know? But I have never had a problem with ordering parts from Rockwood, as I have a Rockwood 5ver myself and they have always allowed me to order directly from them without any issue. Try and get Keystone or any crappy Thor product to do that. They insist you by from a dealer at a huge markup! Again ask me how I know...LOL!

Read up a few posts above yours on here and you’ll see I’m not the only one who’s had horrible service from them. I’m glad your transactions with them have been pleasant but mine have sucked to say the least. Patty has been the one from start handling my parts and she’s failed. Again, they are now spending close to $800 for expedited shipping to help for their short comings. Need I say anymore?! Point proven.

[rockfordroo]

Originally Posted by Chris Allen

I’ve called Patty Cooper multiple times and she doesn’t answer.

I’m not a conspiracy theorist and not try to alter truths. I’ve seen the corespondents between both the dealer and FR and they’ve actually admitted to dropping the ball to the tune of them spending almost $800 now to expedite the shipping.

I find it funny people can’t take facts at face value and admit when someone screws up. It’s always easy to put the blame on the middle man and not the big company.

I have a Rockwood 2780WS

Well, we've all read lots of "facts at face value" on this forum and they turned out to be WRONG. So see if you can find it in your heart to stop venting and let us try to help you. Otherwise, why in the heck did you post in the first place? Sounds like all you wanted to do was bitch.

Sorry, but it's a real PITA when someone jumps all over me when i tried to help them.

And frankly, you really haven't shown us ANY facts, other than hearsay. How about posting some pics of this great correspondence you have.

[B and B]

Originally Posted by KFX450RXC

I don't know what's going on there lately. I have a write-up to be posted soon on FR's poor service. It appears FR is going down the old corporate road of "save a dime now at the expense of a dollar tomorrow".

In other words, if things don't end well on this warranty issue I'm going through, this four-time FR purchaser will be looking at Keystones and Grand Designs next time.

Have look at Jayco or Heartland. Both good brands as well.

[BandJCarm]

Why are you blaming "Forest River"? Sounds like your problem is with Rockwood.

I have great customer service.

[SlfMdeFam]

Originally Posted by BandJCarm

Why are you blaming "Forest River"? Sounds like your problem is with Rockwood.

I have great customer service.

LOL. Do you blame “Camry” when your “Toyota” has an issue?! No, you blame Toyota.

[Mr. Dan]

Originally Posted by Chris Allen

LOL. Do you blame “Camry” when your “Toyota” has an issue?! No, you blame Toyota.

Do you blame General Motors when your Firebird has an issue? No, you blame Pontiac.

[BandJCarm]

Originally Posted by Chris Allen

LOL. Do you blame “Camry” when your “Toyota” has an issue?! No, you blame Toyota.

Not a valid analogy.

I don't include Cadillac or Buick in any complaint I have about my GMC Truck.

[SlfMdeFam]

Well I’m blaming Forest River because that’s who I’ve been dealing with. And so far they’ve sucked. Take it or leave it.