QUOTE(sad123 @ Jan 23 2012, 02:04 PM)
I would NOT recommend this company. We are happy with our Forest River trailer....but 2 months after getting it, one of the slide welds broke - not happy about it - but these things happen. We instantly filed a warranty claim online and waited.....and waited....and waited. After trying to contact them several times, they had a mobile service in our area give an estimate for $150 (told we would get it back when the work was done) How can a mobile service fix a slide weld? The mobile service told RVW that he could not do the work. WAITED FOR ANOTHER 3 MONTHS without so much as an email...despite regular communication attempts on our part. My wife took 2 days off work to try and get this resolved. They are available to sell trailers 24 hours a day...but have 1 warranty person who answers (voicemail) calls for 1 hour each weekday. Having now worked directly with Forest River and a dealer we found ourselves in our area, we are getting our trailer fixed ourselves. At the 4 month mark, we received an email from RVW asking if we were happy with their warranty service. When we told them our story and said that we were disappointed, the owner of the company replied,
Direct quote from email
"Subject: RE: RVW Warranty Team
...since you have been so damaged by our company – you now don’t have to worry about dealing with us any further. From this point on you can deal directly with the factory. do not call – email or have any further contact with our company. Have a great day."
No apology or ownership of the issue - just a slap in the face!
So what does this mean for the $1700 we paid for an extended 5 year warranty???
You say this was 2 months after you got your unit. Why was it not covered under your normal factory warranty for the unit? It's not clear to me why the extended warranty, which only kicks in when the factory warranty expires, would have come into play in the first place. Unless I misunderstand, the factory warranty would be the source of the coverage, and you could go to any factory-authorized dealer to have the repair made. Even many local RV repair places can be authorized to do the work, possibly on an ad hoc basis.
As I noted above nearly three years ago, we bought from RVWholesalers. We did have some warranty work, and arranged everything directly through the factory. RVW was never in the loop. The work was authorized and paid for by the factory, and some was actually performed at a local RV shop that does not deal in new units--they were paid directly by the factory. That was our experience.
If you received such an e-mail from RVW as you quote, it must have followed a series of previous communications/e-mails. If you would post those, I think others would be able to better understand what took place. It would appear on its face that there were some serious misunderstandings along the way. Very few businesses would send out such a communication unless there is a back story.
Bottom line for me is, unless you enjoy giving local RV dealers your hard-earned cash, RVwhosalers or others using their (far more efficient) business model is a good alternative because they sell the same thing for a lot less. Even if you ended up paying for some repairs yourself, you're still way ahead on the deal because you likely will save so much up front.