ComplaintsforJohnston RV Center

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ** in October 2021 for nearly $90,000, immediately had problems leaking. Was still under manufactures warranty as well as Johnston **s Lifetime Warranty. We take the ** to them for repair, they keep it for months at a time, call saying its ready, we pick it up, bring it home only to find out it is not repaired and continues to leak. *******, rinse, repeat. They have had it for three months on this occurrence alone and this is at least the 6th or 7th occurrence. They wont answer the phone or return calls. We have requested to speak with the ** or owner but this never happens. They wont answer the phone and send texts saying they cant talk right now. We just want a functional camper to enjoy spending time with family and purchased here because we were told they stood behind their products with the Lifetime Warranty. The ** has been in the shop more than we have had it. We have tried to contact the manufacturer but just get referred back to the dealer. $90k is a lot of money to spend at a business to get no help and no resolution.

  

  Business response

  04/25/2024

  4-25-2024 *********** with BBB called and spoke with **************** Johnston. He was not able to locate your name in their files. Please provide the name of the purchaser and address.

  Thank you, *******************

  Customer response

  04/25/2024

  I am the co-owner with *************************.  Our address is *******************************************  My name should be on the account. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ** from Johnston ** in July of 2021. The ** wasnt clean or correct from receiving the unit. I was deployed at the time of purchase so salesman ********************* indicated we could do walkthrough once I arrived in the states.Upon arrival I did a walkthrough of the ** and noticed many deficiencies including the wrong washer and dryer. I paid for a stackable washer and dryer. I notified the company in writing of the many deficiencies in July of 2021. Their solution was for me to hire a local repairman to fix issues. I refused and finally they sent their transport contractor to collect **. The ** was severely damaged by transport company while removing from property and Roof needed replaced. Johnston had the ** from Dec 6 2021 -July 10 2022. They only fixed roof and installed washer and dryer. They fixed none of the other issues including a simple leak under the sink. In early October a leak appeared under the unit. A local repair person came a did and inspection and indicated the repair would be quite extensive! This is an ** that has been in my possession for less than a total of 6 months. Johnston ** claims its not their responsibility and I need to contact factory.

  

  Business response

  12/21/2022

  12-21-22  Below is the timeline of events of *******************  We have made every possible reasonable effort to please this customer.

  10/25/21

  I have called every service center around and cannot get anyone to give me a written quote on the washer/dryer installation. 

  **** requests that we install the washer and dryer because he cannot find a shop local to him to do the installation. He suggests that he will pay to have the unit shipped to us if we will ship it back to him.

   

  12/6/21

  Transport company picks up the unit to be brought to us. Transport company hits a tree damaging the roof.  ****************** sends pictures.

   

  12/7/21

  ****************** gives us a ************************************* addition to the washer dryer install.

   

  12/21/21

  Transport company approved the estimate to perform roof repair due to the collision. Parts are ordered.

   

  1/2/22

  ****************** checks in with our service advisor for an update and states, I am having a pad built for the trailer to sit on out on my property so no rush.

   

  1/24/22

  Notified sales that this unit is ready to transport back to the customer. Customer wants to send a family member who is not on the title  to do a walk through of repairs.

   

  2/22/22

  Notified sales that we will be bringing the unit is to address the issues that ******************** son was not satisfied with. 

   

  3/18/22

  Notified sales that ************** had gone back through the rig and addressed the punch list again. Requested that the customer be notified and transport be arranged.

   

  4/6/22 

  Attempted to reach the customer via phone to talk about repairs and arrange pick up.

   

  4/20/22

  Received an email from the customer stating that once again his son, who is not on the title, is not satisfied with the repairs. I spent 2 hours with the customers son and determined that there are 2 legitimate items that still need to be addressed. I informed ******************** son that all fit and finish items would have to be addressed with Forest River. **** requested that service pull the unit up to the bays so that he and ****** can go through the rig. Myself, ****, and ****** go through each item on the ** and determine that all lines have been satisfied. ****** speaks with the customer via phone at this time. Around this time ****** and **** determine that they can likely resell this ** to a suitable buyer and make an offer to buy the unit back as a goodwill gesture. ****************** denies this offer.

   

  5/22/22

  ****** has email correspondence with ******************. ****************** request that we set up a time to do a video conference to walk through the unit and observe repairs.

   

  6/2/22 

  ****************** sends a follow up email about the request for a video conference.

   

  6/3/22 

  ****** and myself go to the unit and attempt to video conference with ****************** and try to call him on the phone. He is not able to pick up.

   

  6/14/22

  I continue to try to set up a video conference. I agree to do the customers annual inspection while the unit is at our location, free of charge. **73327

   

  6/15/22 

  I contact ****************** and his wife via Zoom to do a video conference. I spend from 9:18 am - 10:30 am discussing repairs made on the ** with them. Giving an opportunity to ask any questions they might have and demonstrating that repairs have been completed at this time. ****************** is satisfied and requests that we arrange transportation. I request sales setup the transport company to return the unit back to *******************

   

  10/5/22

  ****************** contacts me via email and asks for proof of his annual maintenance inspection. I sent it to him via email. ****************** also stated that he is having a leak with the camper and asks if he should call a local repairman. I tell him that yes I would recommend that he have a local repairman address the issue.

   

  10/14/22 

  ****************** emails that he has a repairman out looking at the issue who states that the ** has a leak that is a factory defect and that he cannot fix it. 

   

  11/16/22

  I tell ****************** that we are happy to address the issues at our facility. I state that if that is not doable for him he will have to contact Cherokee directly to see if they can assist in helping him find a service provider in his area that can handle his concerns.

   

  11/17/22

  ****************** communicates that he is unhappy with my customer service and that he wants his money back.

   

  11/18/22

  I communicated that while his unit was here last we replaced a faucet that was leaking and did a quality control check at that time. No leaks were detected at that time. I told ****************** that we would be happy to address any new issues he may have at our facility. I also informed him that he would have to contact Cherokee directly for any money back transaction.

   

  11/18/22

  ****************** contacts me via email stating that he bought the ** from Johnston RV Center and that, THIS IS YOUR P**BLEM. He also stated. Arrange pickup my son will be waiting.

   

  11/22/22

  I replied to ****************** via email that Forest River is the manufacturer of the ** and is ultimately responsible for the warranty and usability of the unit. We provide service (repairs) should a need arise. I also informed ****************** that the transportation of the ** is the sole responsibility of the owner of the **. All logistical and financial obligations concerning the transportation of the vehicle are to be handled by the owner of the **. We will also need whomever is listed on the title to be present at the time of drop off and pick up of the ** from our facility. 

   

  11/22/22

  ****************** replies via email that he will be contacting an attorney and pursuing legal action as well as filing a complaint with the BBB and utilizing social media to make people aware of the customer service and reliability of Forest River **s. Later the same day ****************** emailed stating that he had filed a complaint with the BBB. I have not had correspondence with him since.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Words cannot describe the stress this dealership put me through. I saved my hard earned money for years to buy and new camper, and a nightmare ensued from the minute I pulled it out of their lot. They force you to purchase the hitch system from them, and they installed it WRONG! The minute I drove it off their lot I could tell something was wrong, me vehicle could barely pull the weight, and there was drag going downhill! When I got home I could tell the hitch system was installed wrong, sent photos(these two same photos I posted here) to the dealership and was ASSURED via emails that is was supposed to look like this and was supposed to be crooked! (yes I have it all saved in emails!) I even called again later with my concerns, was told the same thing it was fine. Fast forward pulling the camper 1000 miles, and then I had to take things into my own hands (yes I am a single woman not a mechanic) I had to contact the manufacture of the hitch system. Indeed it was put on INCORRECTLY! I had to pay to fix it, but not only did it cause major damage to my vehicle, it caused damage to the camper! My vehicle is ruined and so is this camper that was brand spanking new. I was basically pulling 3 times the weight my vehicle could pull, and it was making the camper go down the road crooked to one side and my vehicle was going down the road being pulled in the opposite direction. It was a nightmare! The dealership (yes I spoke to the owner) they are denying ANY responsibility and I am left now to sue them. What should of been a wonderful experience has from minute one been a nightmare and cost me now over 50k in damages!

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a RV in February 2020 at the show in Huntsville, AL. Went to pick it up a few days later from the dealership. Noticed several cosmetic items wrong. Pointed them out - wrote some down and left with the dealership. Was assured, the items would be addressed and corrected just to submit them on our punch list. One cosmetic issue was discussed in depth detail. The crinkling of the paper on the walls. Chipped paint on the back of the camper from the slide out. We were told we had 12 months to submit punch list and bring RV in. Called in Nov 2020 and asked if I needed to go ahead and fax over punch list. Was told to just bring it with the camper. We took the RV Jan 9 2021 to Johnston RV. Was given an estimated time frame of a month for it to be fixed. We began calling in Feb. When someone would speak to us we were told they were waiting on the parts to come in. By end of March, our calls were being ignored. One of the last calls I made, before picking RV back up in April, ended in my saying "I'm not leaving another message, I've left multiple messages and no calls are returned. I'll take the day off work and drive over there". I hung up the phone. Within 10 minutes, someone from service called me back. I didn't even leave my name or number but they managed to return my call. I was told the camper was ready and I could come and get it. Arrived 4/10/21 to pick up camper. 9 items were "done" and I use the term "done" loosely.. Kelli Jo from the service dept. came out and assured us the other punch list items would be handled and the punch list would be completed. Since April 2021, I've been strung along. I went from being told they would make good on their word to no communication. I have emails I sent asking for an update. She would respond and say she was diligently working on it. I've been waiting since 6/17/21 for them to give me the list of what would be fixed and the date to bring it back.

  

  Business response

  03/28/2022

  Business Response /* (1000, 13, 2022/03/10) */ Mr. Rodney ******** called BBB to say he will have his warranty clerk check on the repair items. Some items have been ordered and not come in yet. Someone should be calling the consumer very soon. Business Response /* (4000, 15, 2022/03/11) */ Mr. Rodney ******** called BBB again and stated he called consumer on Thursday and Friday (today), no one answered. He said they found the work order. The factory approved 9 of the 45 items Ms. ********* listed. Those nine items were repaired on the first visit. He said they could repair the chipped paint and wrinkled wall paper but nothing more. Please contact Mr. ******** to schedule a date for the two items.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩