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05-11-2020, 09:38 PM
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#1
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Junior Member
Join Date: Feb 2019
Posts: 22
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Customer service
How has your experiences been with warranty issues and general customer service? Listened to a guy rant today about his 3 month old cardinal and how the warranty service was non-existent
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05-11-2020, 10:14 PM
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#2
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Senior Member
Join Date: Nov 2018
Posts: 111
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I think this depends a lot on the dealer! My dealer is a great customer advocate and tries to help in anyway possible. Forest River has also been good as well. I had a clearance light cap fall off and they sent several replacement lights to my home. I also had an issue where my entry doors would bind after being in the sun and getting hot. My dealer tried to fix it by “adjusting” the doorframe but the problem showed up again the following season. I contacted Forest River directly. They paid for replacement doors on my unit that was over a year out of warranty.
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05-12-2020, 05:55 AM
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#3
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Senior Member
Join Date: Dec 2017
Posts: 768
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Have a Riverstone Legacy. Austin at FR was great, even giving me a few "good will" repairs and upgrades. Always returned my calls and e-mails. Austin even met me at the dealership near the factory where the factory has repairs made. Ensured all items were approved and subsequently repaired. A+ rating for warranty work as far as I'm concerned.
Rusty
__________________
2019 Riverstone Legacy 38MB
Full Paint Merlot/All Options
2015 Black Ford Platinum Diesel F-350 Dually
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05-12-2020, 06:14 AM
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#4
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Senior Member
Join Date: Sep 2012
Location: Virginia
Posts: 9,679
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Our 2013 trailer we had no issues with customer service, but the warranty repair was very minor. Our 2017 has never been back for a warranty repair.
But I agree the dealer is usually the problem.
__________________
2005 Dodge 3500 Cummins
2017 Wildwood Lodge 4092 BFL
1966 Mustang GT
1986 Mustang SVO
Lillie Spoiled Rotten Boxer Mix
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05-12-2020, 06:30 AM
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#5
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Senior Member
Join Date: Jan 2012
Posts: 5,401
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We have had a Cedar Creek and now have a River Stone Legacy and have ALWAYS received great support from both factories, now you should have your dealer act as the go between but in some cases they drop the ball or it is not possible so that's when factory customer service is required. If so remember to be nice and do not start off in a bad mood ( I know it can be hard ) as I have found out a calm approach is best and yes sometimes it might take more then once trying to resolve a issue but always try to remain calm and polite, trust me it really will make a difference.
__________________
2017 River Stone Legacy 38mb
2001 Kenworth T2000
2016 Smart for Two on deck
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05-12-2020, 01:41 PM
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#6
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Junior Member
Join Date: Feb 2019
Posts: 22
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Thanks too all for the responses!
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05-12-2020, 10:06 PM
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#7
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Senior Member
Join Date: May 2014
Location: Alberta - East of the Rockies, West of the Rest
Posts: 1,785
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Quote:
Originally Posted by Rdgtt
How has your experiences been with warranty issues and general customer service? Listened to a guy rant today about his 3 month old cardinal and how the warranty service was non-existent
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Top Notch! And if we ever decide to part with our trailer it will be almost certainly for another RiverStone.
__________________
2018 RAM 5500 Laramie CC
Sold: Riverstone Legacy 38RE, 960 Watt Solar, 6x6 Volt AGM Battery Bank, Freedom SW 3012 Inv/Charger
Ordered: 2021....
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05-13-2020, 08:32 AM
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#8
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Senior Member
Join Date: Oct 2017
Location: Ocean City, NJ
Posts: 158
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My dealer, White Horse RV, in Galloway, NJ. Has been great. Had a couple of things that needed attention. Main one being the black water hose being pinched between frame and bottom of trailer. Fixed all problems and also did a FR recommended re-calk of wheel wells.
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2019 Cherokee Grey Wolf 29TE
2018 Ford 150 SCAB STX 3.5 EB
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05-13-2020, 10:38 AM
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#9
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Member
Join Date: May 2018
Location: Fulltime USA
Posts: 47
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We have a 39FK and like lcv800, Austin at FR has helped out greatly. The dealer is what will make or break it. Just MHO.
__________________
2023 F-350 Lariat
2021 RiverStone 42FSKG
2020 HD FXST
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05-19-2020, 12:39 PM
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#10
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Senior Member
Join Date: Jun 2016
Posts: 307
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Quote:
Originally Posted by Tazman4
We have a 39FK and like lcv800, Austin at FR has helped out greatly. The dealer is what will make or break it. Just MHO.
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Yep they are. Do not buy from Couches rv.
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05-19-2020, 03:10 PM
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#11
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Senior Member
Join Date: Jul 2018
Location: Ft. Myers, FL
Posts: 206
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Quote:
Originally Posted by brad2388
Yep they are. Do not buy from Couches rv.
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Curious. Why not?
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2020 Riverstone 39FK
2016 Ford F-350 DRW 6.7L PowerStroke Lariat
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05-19-2020, 03:25 PM
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#12
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Senior Member
Join Date: May 2016
Location: Farmer
Posts: 4,988
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Quote:
Originally Posted by Oaklevel
Our 2013 trailer we had no issues with customer service, but the warranty repair was very minor. Our 2017 has never been back for a warranty repair.
But I agree the dealer is usually the problem.
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X2...
But I agree the dealer is usually the problem.
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2016 Coachmen Apex 250RLS Ultra Light 2023 Ram 2500 Big Horn Sport 3.73
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05-19-2020, 03:32 PM
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#13
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Senior Member
Join Date: Jan 2019
Location: Reno, NV
Posts: 1,713
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Never buy a new RV without a tour of the service department.
What you see will answer any question on whether your rig will receive competent and efficient warranty service after you buy it.
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2018 Ram 2500 Tradesman, CTD/CC/SB/4X4/Equalizer WDH
2019 Forest River Surveyor Legend 19BHLE
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05-19-2020, 05:12 PM
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#14
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Senior Member
Join Date: Jun 2016
Posts: 307
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Quote:
Originally Posted by Jim1521
Curious. Why not?
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Sorry to hijack the thread
I had a pretty messed up deal. I had my camper delivered to me from them. They hired the group to deliver.
The day i got the rv delivered to me i noticed dirt on the rear wheel and on the rear jack. Didnt think anything of it. The next day i hooked to it and took it for a test drive. I found the brakes didnt work. I ordered the disc brakes. Looking around i found the brake line going to the caliper was disconnected. I called the service dept asap. Also i reached out to riverstone. Long story short they had me connect the line and bleed the system. All was ok. But i m dexters manual it stats do not run dry. Warranty void.
I insisted on a new pump be sent to me from riverstone and couches rv. After a few calls they blamed me for unhooking the line. They both said its no way whoever towed it knew the brakes didnt work and no one reported that they didnt.
I spoke with Jeff Couch himself as well as Brian Combs in service. They agreed to send me a pump if i sent them my old one first. So i did and they sent back a used pump off god knows what. But actually ups damaged it in ahipping from the used brake fluid leaked out in the box.
After researching Jeff Couch i have figured out he is a wife beater. And that im dealing with a bunch of hot heads.
5 weeks no and i still dont have a camper i can use.
They have both pumps back at there place and i have nothing.
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07-10-2020, 08:18 AM
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#15
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Member
Join Date: Jan 2018
Location: Thonotosassa, Florida
Posts: 45
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Could anyone give me the phone number for RiverStone customer service, the numbers that I've been calling are only a general voicemail with no return call due to I presume the response to Covid-19? Thanks.
__________________
2017 RAM 3500 dually with 6.7 Cummins and Aisen transmission
2018 Riverstone Legacy 38RE
Formerly a 2010 Tiffin Allegro RED
US Army Retired
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07-10-2020, 08:37 AM
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#16
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Senior Member
Join Date: Jan 2012
Posts: 5,401
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Quote:
Originally Posted by KenVS
Could anyone give me the phone number for RiverStone customer service, the numbers that I've been calling are only a general voicemail with no return call due to I presume the response to Covid-19? Thanks.
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Not sure what number you have but below is the contact info from their website.
https://forestriverinc.com/rvs/conta...gionSelected=1
__________________
2017 River Stone Legacy 38mb
2001 Kenworth T2000
2016 Smart for Two on deck
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07-10-2020, 08:43 AM
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#17
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Member
Join Date: Jan 2018
Location: Thonotosassa, Florida
Posts: 45
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Thanks a bunch dblr I'll see if I can get a response utilizing the form.
__________________
2017 RAM 3500 dually with 6.7 Cummins and Aisen transmission
2018 Riverstone Legacy 38RE
Formerly a 2010 Tiffin Allegro RED
US Army Retired
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07-10-2020, 09:09 AM
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#18
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Senior Member
Join Date: May 2019
Posts: 203
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I have to go it’s basically the dealership that’s to blame when you get poor service, particularly the ownership. For me the technicians at the dealership were great but they didn’t always have the full list of issues. Then when my unit went to the factory the dealership has gone dark and really will not reply to any of my concerns. So I am jealous of all of you that have great dealerships. I am sure they are out there. Good luck one and all.
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07-10-2020, 09:50 AM
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#19
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Senior Member
Join Date: Jan 2012
Posts: 5,401
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For all River Stone owners I would suggest if possible for you to do so, try to make a trip out to Indiana, there are a couple of really good service shops near the factory plus a lot of touristy things to see and do. Myself have used Shipswenna RV Service center at the Flea Market, they have a campground you can stay at that has nice full hook up pull thru sites, also I have used Amish Family RV, Orvan is a former Cedar Creek employee that knows these units and offers great service and at a very quick turnover rate, not weeks or months like a dealer. I know most won't think they should have to go that far but for really great service we usually plan it into our travels to visit if we are near.
__________________
2017 River Stone Legacy 38mb
2001 Kenworth T2000
2016 Smart for Two on deck
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07-19-2020, 07:26 AM
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#20
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Junior Member
Join Date: Apr 2019
Posts: 26
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