ComplaintsforQuietwoods RV Sales & Service

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the spring of 2020. I purchased a brand new trailer from the Quietwoods RV in ********************. They delivered the trailer. Upon delivery, the driver jackknifed the trailer and damaged the front cap. It was agreed upon that they would pick up the trailer in the fall and winterize it and make repairs over the winter. In the spring of 2021, the trailer was returned to my seasonal site with the damaged front repaired. It was then noticed there was no antifreeze present. When the water was turned on, the kitchen faucet, the toilet, and the outside water spray port were all leaking due to not being properly winterized. They sent out a technician to repair-at their expense. After he left, I noticed the outside spray port was still leaking. Despite several phone calls trying to get this repaired, it is STILL leaking and now causing the floor inside the trailer to be wet. I am worried about potential mold issues. I have tried to work with them, but I am not getting anywhere. All of this stems from, in my opinion, a total lack of customer ********************** and responsibility for the actions they caused and are continuing to cause.

  

  Business response

  06/15/2022

  To whom it may concern:
  
       I did reach out to the customer and found what  issues that she needed taken care of and contacted the customer to get the concerns taken care of.  I have scheduled an appointment for **** 23rd  to take care of the issues.
  
  
  Thanks *****
  Service Manager

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2021 Salem travel trailer for $29,488 plus fees and taxes right off the lot last year on March 26th, 2021. The trailer comes with different types of warranties for different aspects of the trailer. It has a 1 year warranty for defects that need to be reported to the dealer which I did in the fall of 2021. I had given them a list of issues that developed in the few short months I owned the trailer. The list of issues has grown from multiple seals failing on the slide outs, flooring that has become so weak its ready to crack, leaks in window seals, leaks in canopy seals, issues that are getting worse from poor craftmanship, building flaws, etc., etc. None of the issues are getting addressed. We had an appointment April 5th to have some of this serviced, but that appointment got canceled and I was told the parts have not arrived yet. I contacted Forest River directly about the warranty and I was told the service has been authorized under the warranty but none of the parts had been ordered yet. I'm getting conflicting stories from the manufacturer and the dealer. I have made multiple calls and keep getting excuses and no call backs. I have waited long enough for someone to address these issues and at this point if the issues are not going to be fixed I would like a full trailer replacement. These issues should have never been a problem from the start if the trailer they sold me wasn't so poorly built. I feel like the dealer is intentionally ignoring me at this point because the issues are to sever that they don't want to deal with them all. I also believe they might be stalling until my 1 year warranty for some of these issues has expired.

  

  Business response

  05/02/2022

  Quietwoods RV is willing to repair all issues authorized by ***************** There is an appointment for Friday May 6th 2022, to do authorized repairs. As far as the warranty there are different warranty's for each product that is covered by that manufacturer, Forest River does not cover service calls. Quietwoods RV will not be charging customer a ********************** call charge as we want to assist the customer with repairs. The seal was received April 19th 2022 the other parts are in stock at the dealership. If there are any question please call the dealership so we can address them.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***********************. My husband and I bought a brand new 2022 Sierra ******* in the first week of January from Quietwoods RV in ********************, *********. We paid the total in cash and were so excited about our new camper adventure. Unfortunately, we drove off the lot with a few problems:1. The toilet leaked 2. The shower leaked 3. Water damage on the bathroom cabinets (most likely due to the leaking)4. Shower draining problem 5. Countertop extension was missing 6. Ladder was missing 7. Auto leveling system did not work 8. One of the levels was ******. Fridge didn't produce ice or water 10. Control panel controlled lights but did not display tank levels 11. Grill was rusted and bent 12. Water filter was cracked all the way around and leaked 13. Outdoor shower didn't work 14. Door couldn't *******. Scratched wood paneling 16. Closet floor lock didn't line up 17. Refrigerator was dirty from use 18. Wall bunk support was broken Most of these issues were found within the first few days of use. It's now the first week of April. We have been in constant documented communication with the dealership over 3 months and the only progress on any of these problems was getting the toilet and shower to stop leaking. The control panel was finally replaced this week, however, it brought us a step back because it still does not show the tank levels and now we do not have light in the bunk room, extra bathroom, or half the kitchen. We have dealt with the dealership service department and any mobile repair people they have sent us but the problems are not going away. We are wanting to receive a fully functioning flawless replacement brought to us. We spent $75,000 in cash and should not have received a camper with so many problems and missing pieces from your dealer. Please let us know our next steps. I have several videos (evidence) that would not upload, please contact ****** will happily send them over.Thank you

  

  Business response

  04/20/2022

  My name is *************************, Service Manager of Quietwoods RV.  I am responding to complaint ******** on the customer ***********************.  I will share the information that I have to the best of my knowledge.  *** customer picked up the ****** in January when it was really cold and headed south toward *****.  While we were doing the factory prep on the trailer the technician found that the tanks were not reading properly.  He called LCI (the company that makes the computer boards) to help diagnose the failure, and they told us to replace the control board or panel, which we had to order.  *** salesman had it shipped to his residence to make sure somebody would be there to sign for it at any time it would arrive.  *** grill was damaged in transit and that was also put on order.  While the trailer left our facility, we only had those two items as an issue.  Upon their journey south is when the other issues started to service.  I was in contact with Forest River trying to find a service center to take the issues that the customer had.  *** issue was that they were traveling and did not have a permanent address to go to and they could not leave the trailer at a Forest River dealer because they were traveling and living out of the trailer.  After many attempts with 5 different dealers or repair facilities, I stated pursing a mobile repair service myself as this was going on for a month.  I finally found a **************** RV Repair Service and had them contact the customer to set up an appointment time that would work.  Meanwhile, we were working with Forest River to get the customer a ladder and countertop extension (that were discontinued) that did not come with the trailer because of shortages of parts due to the pandemic.  ***re are disclaimers on the website and in brochures that state that the factory can make changes without notice at any time.  Forest River did end up sending them the ladder and counter extension as a goodwill gesture due to the assumption the customer made during the buying process (the factory did not have to do this and typically does not in these situations).  *** mobile service has been working with us and Forest River to get the situation handled and get the repairs that are needed done.  I empathize with the customer and know it's hard and frustrating to have problems on brand new trailers, but that's why these warranties are in place, and things like this take time, especially when the customer is not local.  ********************** RV has went above and beyond our due diligence in trying to get the customers concerns taken care of as soon as we can.  Forest River lays out a warranty process that we as a dealer must adhere to. 

  Customer response

  04/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi *****!
  
  
  Thanks for getting back to me. I have appreciated all you have done for ***** and I, and this complaint has nothing to do with you. I would love to speak to someone else at the dealership that would be able to help us as you have done as much as you can, from what I understand. 
  
  
  The *** board has still not been fixed and we are coming up on 4 months without it being fixed. The *** board is not the issue, considering **************** RV Repair Service has tried to install 4 different ones and they all do not work. Clearly there is more of an issue. As far as the other issues, I would like a reply from someone explaining their plan to fix everything. Thank you! 

  
  Regards,
  
  ***********************

   

   

  

  Business response

  05/04/2022

  Hi ******,
  I received your response, and believe me we have had ********************, myself and ***** the owner involved in this situation.  I believe the only thing we can do is to let **************** RV Repair hopefully get everything repaired and working properly.  I will do whatever I can to help them get the repairs done as quickly as the manufacturer lets us.  It's been a nightmare situation that hopefully can be rectified soon.
  Regards,
  *****, Service Manager

  Customer response

  05/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello *****!

  Thanks for the message. Just to confirm, you are telling me that the ONLY thing you can do is rely on these men to fix the issues? We have had the ** for 4 months now and still have a leaking shower, we do not know the tank levels, the cabinet is now damaged due to water damage we told you about day 1, our grill is STILL rusted and not fixed, the leveling **** is still bent and has not been fixed. In addition to the issues we have already sent to you and ****, we have been finding screws breaking and falling out of the frame. I appreciate you saying that these men are able to help, but for some reason, we still have a TON of issues not fixed. This is an ** and we are planning our summer travels. Do we need to make a quick stop by Quietwoods for a replacement? Sounds like that might be the only solution, still making us go 20 hours out of our way. Please let me know what your solution is, considering your "solution" for the past 4 months has not been satisfactory. Are you and your team happy with the ** you sold us? I would be extremely embarrassed of selling a faulty product. Please let me know your thoughts! Thanks so much. 

   

   
  Regards,
  
  ***********************

*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. ↩