Better Business Bureau Complaint

We initiated our BBB complaint against Forest River in early April after Forest River’s refusal to discuss our issue. When we opened the complaint we were only seeking a repair of the damaged sidewall discussed in Part One. As you saw in Part Three, the situation had unfortunately progressed in the time that Forest River was giving us the runaround, and the RV is now coming apart at the seams.

The initial complaint was sent to Cheyenne Clark. Cheyenne suggested through the complaint that we contact Henry Sears. You remember Mr. Sears from Part Three.

Mr. Sears’ initial response to the complaint read as follows:

This again?

Mr. Sears clearly hadn’t read the complaint. We sent this back along with another copy of the email and Lip Sheet 0104 from RV Masters, as well as a link to the Youtube video we shared in Part Three of the rear sidewall screws backing out.

Forest River Fails, Denies Responsibility (Yet Again)

We respectfully declined to participate in their offer to have the RV transported to Indiana for inspection for the reasons we stated in our response, but also because at no point has Forest River said anything other than “the bump stops did it”. Why would I send the RV to Indiana under these circumstances? So they can “inspect” the RV, stick to their position that “the bump stops did it”, and then hold the RV hostage until we pay for the “inspection”?

Forest River – A “Better” Recreational Vehicle

If a person clicks over to https://forestriverinc.com and scrolls down the page they will see this quote from Peter Liegl – Forest River’s CEO.

I wonder how Mr. Liegl feels his company is doing with his vision. I wonder if our experience is what he meant by “building better recreational vehicles” and the idea that his products serve the needs, interests, budget and lifestyles of every family. Maybe there are families out there who buy an RV that want the body to fall apart after a year … but we doubt it.

The Quest for Customer Service Continues

Forest River continues to deny any responsibility, or offer any reasonable resolution. We can not be without the RV until our cabin is built, so we can not have it disappear to Indiana for an undisclosed time, and certainly not for an undisclosed purpose. We asked what they would be inspecting, but Mr. Sears ignored that question in what is apparently Forest River’s typical style.

We hope to reach a resolution soon, but are aware that this can go on for a long time yet. Perhaps that is Forest River’s plan — to prolong and belabor this process as long as they can in hopes that we will get frustrated and go away. If that’s the case Forest River has grossly underestimated our resolve in this matter.

Check back for the next installment. We aren’t done yet!

Until then we ask that you please share our story with everyone you know.

UPDATE: Part five is available now!

The post Forest River Fails, Denies Responsibility – Part Four appeared first on Metaphysical Family.

The Defects Continue

We had noticed a bulge in the rear most portion of the passenger sidewall behind the slide. The bulge is (was) in the black aluminum skirting at the bottom of the wall which hides the wall seam and the frame rail. We don’t remember exactly when the bulge first appeared, but it was not there in February of 2022 when I was busy making skirts for the RV.

The bulge _was_ present in the fall of 2022, as can be seen in this picture from October.

The bulge had grown by February, but was still only a bulge at that time.

This is what the bulge looks like today. The video explains the rest.

As you can see, the first screw which backed out was one of the screws securing the bottom of the wall structure to the RV’s floor assembly. The RV’s floor assembly is then (supposed to be) bolted to the frame with the fasteners discussed in Part One and Part Two. Now the rest of this same line of screws which hold the sidewall to the floor assembly have begun to back out.

Will the RV make it back to our property? We honestly don’t know at this point, but we obviously hope so. Forest River still denies any responsibility for this damage or repair.

Forest River Fails, Denies Responsibility (Again)

If you recall the email that we sent back to Forest River after their denial, that email politely suggested that they review our case and reconsider. We thought that after we explained the situation with the frame checks having been done incorrectly that Forest River would tell us to find another shop to have the work redone.

But that’s not what happened.

We didn’t get any further responses from Forest River until I called LCI directly. After we had done so we sent the following email to Forest River.

Forest River did respond by EOD 4/7. This is what they sent.

Climbing the Ladder

Cheyenne Clark is the public interface to Forest River service. Since she is the only public point of contact for the service department, anyone wishing to communicate with Forest River must go through her. At least, that’s how Forest River would prefer it to be. But the power of the internet can help a person find all kinds of useful information.

Did you know that there are websites that keep track of companies’ boards of directors, C-level executives, etc? They sometimes include contact information for those company executives. Many of the people in this story are on LinkedIn as well.

We sent the following email as our final direct email communication about our case to Forest River. We sent it to Cheyenne Clark, whom you already know. We also sent it to two other people: Peter Liegl – Forest River’s founder and CEO, and David Youmans, Forest River’s C-level “Director of Ethics and Compliance”.

We were hopeful that this email to high level executives would get our case the attention it deserved.

Our hopes were shattered when we received this email from Henry Sears, who we presume is somewhere in middle management; above Cheyenne Clark and Chad Cook, but below the C-levels that we emailed above. Was Mr. Sears willing to help, or even discuss our case further?

No, he only doubled down again.

Lippert is Silent

Forest River keeps telling us to discuss the case with Lippert. it would be great if we could do that. Unfortunately, Lippert has been very elusive when we ask them for their denial and the reasons for it in writing. The last email we sent to Lippert was this one. We are still waiting for an answer…

And remember – ALL OF THIS centers around this supposed frame issue which neither Forest River nor LCI want to talk about, and which RV Masters has proven does not exist.

Refund or Replace

What a complete and total mess. Am I right?

When all this started we would have been very happy to have the crack repaired so that we could continue our traveling adventure. After everything that has happened, it seems that wasn’t meant to be. People say things like “The Lord moves in mysterious ways …”. As I have said before, that has not been my experience. I find it to be downright overt at times.

With the continued problems we are having with this RV we do not feel that it can be repaired. We have resigned ourselves to moving out of the RV and changing directions. Now we are hoping that the RV stays together long enough for us to get to our property. Once there it can sit stationary until we get the house built, but it can not continue to be used for travel camping in its condition.

With damage this severe we are seeking either a replacement unit or a refund. Even if this one can be saved we would never be able to trust it. How could we? Just take Forest River’s word for it because we have experienced so much honesty to this point?

To Be Continued

Thank you again to everyone who has come forward with their similar stories and support. There is a cynicism that we see both inside and outside the RV community too often. “It’s an RV. You should have known it was built as cheaply as they can make one. They have problems. That’s just part of it.”

I am not sorry that I refuse to accept this failure as normal, or just part of owning an RV. This is not normal wear and tear. The body of an RV should not fall off in the first year. That’s not a normal thing that happens. Our unit is bad, and Forest River should feel bad. But they don’t.

We have strength in numbers. The more of us there are, the more reasonable it becomes to hear terms like “class action” being thrown around. If you own a Forest River RV and have a similar experience, do not accept this as normal. If this is normal for Forest River, Forest River needs a new normal in a bad way.

Check back for the next – and hopefully final – episode of Forest River Fails, Denies Responsibility. We are living the next episode as we type this one. We will update you all as soon as we have more to share.

Update: Part four is now available.

The post Forest River Fails, Denies Responsibility – Part Three appeared first on Metaphysical Family.