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Old 05-23-2012, 05:26 PM   #1
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Thumbs down Not happy with FR warranty service

We haven't even owned our Roo 21SS for a year and we have had to make many repairs and get replacement parts.

-The screen door latch and handle came damaged- I had to tighten down the handle assembly and pull out the latch on the frame with a pair of pliers to get the screen door to latch. Should have been done right in the first place.

-Our first camping trip the propane system failed due to a pressure problem from the gas line causing the water heater, upon ignition, to shoot 5' flames out the side of the camper. Should not have had that problem coming new, never mind the safety hazard.

-Sink was leaking, had to crawl under sink and tighten connections. (should have been done right in the first place)

-Shower head was broken had to replace ourselves at our expenditure.

-under carriage drain valves were improperly installed and were leaking. Fixed at the same time as the propane by a 3rd party RV repair specialist. Should have come working in the first place.

And the current issue which we are still attempting to remedy:
-The table we received with our trailer was severely warped in both directions. In addition the feet/leg assembly was over torqued and snapped off first time setting it up. We ordered a new table and finally received it two weeks ago. I open the packages and find that I have a table top and a frame.... No hardware and no instructions are included... I don't recall remember ordering a table kit, I remember ordering a new table to replace the one under warranty... Unacceptable.

Is my trailer a lemon and is the level of service I can continue to expect?
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Old 05-23-2012, 05:41 PM   #2
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I remember when I purchased our first new tt. I told the salesman we decided to buy new so we wouldn't have to worry about problems. He then got kind of a funny look on his face. He told us it's usually just the oposite. Most of their repair work was on new units. He went on to explain how new campers usually have a few issues that need to get worked out.
Some of your problems are disturbing, the water heater issue should have been found by your dealer when they checked out the tt upon it's arrival. The door latch seems to be an obvious problem the dealer should have caught as well. We had them replace our table on the second tt we purchased. Caught the problem during our PDI.
Should we have to deal with these issues on a new tt? No, but it is what it is.
I hope you get all the issues worked out on your's so you can enjoy the time camping with your family instead of worrying about your tt.
Post any problems you may have on the forum. There are many knowledgeable people on here that are willing to help.

Good luck and happy camping.
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Old 05-23-2012, 05:42 PM   #3
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Most of what you mentionned are small repairs except the experience that you had with your water heater. Most problems can be addressed on the warranty. Like your table it should have been shipped to your dealer and put together by the dealer under your warranty that is still valid. All trailers are made fast today and serious problems can be more of a pain like delamination of walls and major internal leaks that can cause severals thousands dollars in damages. I find that you are lucky with only these issues. Your trailer is not a lemon.
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Old 05-23-2012, 05:45 PM   #4
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Sounds like you have a complaint with build quality, not warranty service. Did you contact FR about any of these problems? I can't believe that if you took it to a "warranty" repair facility that they would not have been fixed for free. I agree that these things should not have happened, but what about your dealer's PDI? How come he didn't catch this stuff?
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Old 05-23-2012, 05:58 PM   #5
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Dealer is RV Direct. Were going to place another call to FR tomorrow.
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2012 Forest River Rockwood Roo 21SS(Reese Dual cam) (broken)
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Whelen warning setup, VHF/UHF radio, CIPA slip on mirrors & brakeman compact
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Old 05-23-2012, 06:12 PM   #6
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Warranty Expiry Date Pending?!?!

We are on our second unit from Forest River - the first had several very minor issues, that it seems like most of them due - a loose screw here, another there - lots of minor tweaking to do with a new trailer...I have found both our dealer, Cheyenne Camping Center, and Forest River, to be fantastic with our warranty support - we have had timely replies, attentive service and absolutely no issues, but that has been our personal experience.

Your water heater issue is more than a minor issue...

I concur witht he comment that most of your issues seem to be issues that the PDI inspection by your dealer should have caught - from my perspective, the question is not whether Forest River provides the proper warranty service, but whether your dealer will remedy your issues.

The most pressing issue is whether you extended your FR warranty to two years, otherwise, you are coming up on your one year warranty expiration date, so you need to address all of your warranty issues ASAP before the warranty expires (unless you extended it at the time of purchase)...

I agree with the comment that you don't have a lemon, but you do have a few "real" issues that you need addressed before your warranty expires.
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Old 05-23-2012, 06:24 PM   #7
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Quote:
Originally Posted by mdamm View Post
We are on our second unit from Forest River - the first had several very minor issues, that it seems like most of them due - a loose screw here, another there - lots of minor tweaking to do with a new trailer...I have found both our dealer, Cheyenne Camping Center, and Forest River, to be fantastic with our warranty support - we have had timely replies, attentive service and absolutely no issues, but that has been our personal experience.

Your water heater issue is more than a minor issue...

I concur witht he comment that most of your issues seem to be issues that the PDI inspection by your dealer should have caught - from my perspective, the question is not whether Forest River provides the proper warranty service, but whether your dealer will remedy your issues.

The most pressing issue is whether you extended your FR warranty to two years, otherwise, you are coming up on your one year warranty expiration date, so you need to address all of your warranty issues ASAP before the warranty expires (unless you extended it at the time of purchase)...

I agree with the comment that you don't have a lemon, but you do have a few "real" issues that you need addressed before your warranty expires.
Makes me feel better that the tweeking is normal- I was just more upset with the water heater issue and the table. Ill post up results after I contact FR again tomorrow (out of business hours now)
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2012 Keystone Passport Express Super Lite 235EXP (Equal-i-zer)
2012 Forest River Rockwood Roo 21SS(Reese Dual cam) (broken)
2009 Chevy Silverado 1500 4x4 5.3L 3.73(G80) Z82 Z85
Whelen warning setup, VHF/UHF radio, CIPA slip on mirrors & brakeman compact
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Old 05-23-2012, 06:40 PM   #8
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I can feel your pain in some respect as I have had minor issues and problems .
BUT I bought through a Dealer whom I could trust and that was close to take of these issues promptly . RV direct had they done a proper pdi should have caught most if not all.
AS a buyer you need to protect yourself but doing a proper and complete pdi which would have included running the hw heater BEFORE delivery .
While forest river may have not caught these issues and RV direct is the next in line to catch anything THEY missed and you and you only should fine tooth comb your unit before you take delivery "PRE-INSPECTION DELIVERY" is in place for a reason .
although donn was a little rash he does have a point to some extent .
when you buy from and internet wholesaler you cant expect to much .

sounds like you need to find a local authorized dealer to do warranty repairs but heres the catch THEY have the right to put you at the end of the line and are not obligated to even work on your unit since you did not buy it from them .
sometimes it pays to buy from not only a local dealer but not a wholesaler such as rv direct .
I hope you get your issues resolved quickly and promptly and you have a great summer.
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Old 05-23-2012, 06:42 PM   #9
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Sorry to hear you are unhappy. The problem with trailers is they get bumped around while being towed. The propane problem is the worst you mentioned and was most likely a bad regulator or debris in the tube. The screen doors on them have a Z shaped hinge that is easily bent and that causes it to bind in the latch, be careful when opening and closing the door. They are not built like a stick house and contain lighter materials and products. I am on my 2nd Forest River trailer, The first was a Roo19 and we had lots of issues. The dealer didnt care. We called FR and were treated very well. After 4 years we traded the Roo and bought a Cherokee 39p. I explained to the dealer on the phone that we would be travelling 4 hours and it better be perfect. What a suprise when we arrived. This was in early March with snow on the ground and our trailer was in their service bay, fully operational. All systems were checked. The PDI was the best compared to what we experienced before. After we finished going through the PDI the service tech that did the inspection winterized the unit. With the exception of a piece of vinyl missing from some exterior trim we have not had any warranty work done. We may have paid a few dollars more but the service was worth it.
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Old 05-23-2012, 07:01 PM   #10
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The local dealer is the way to go. I know you can save $$$ buying from an internet company but many times you miss the extra care a local dealer will give. When you are selling high volume it is hard to give each and every customer the red carpet treatment. If you do not purchase local do not blame the company for items that should have been caught on the PDI. Like the previous poster has said use the extra money you saved and get the trailer fixed.
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