8 July 2013 Rhonda Little and Thomas Little Millinocket, ME 04462 Forest River Customer Service Elkhart, IN To Whom It May Concern: I am writing in regards to my 2011 Rockwood Signature Ultra Lite 8315BSS VIN XXXXXXXXXXX purchased from J & M Campers in Augusta, ME for the price of $XXXXX.00 cash sale. On 21 May 2011, I took possession of the above travel trailer. We immediately towed the trailer to it’s permanent spot less than 200 miles away. We then stayed in the trailer 2 nights. During the two weeks of July 24, 2011 through August 7, 2011, we spent our vacation there. We also stayed two other 2 day weekends in the camper the summer of 2011. On September 19th, 2011, we put the trailer away for the winter, moving it approximately 300 feet away from trees, cleaned and tarped the trailer for the winter. May 19, 2012, we moved the trailer back to it’s summer spot and stayed in the trailer the nights of the 19th and 20th. We again stayed two differing weekends in June and July 2012 (2 night stays) before returning for vacation July 21st through August 5th, 2012. During that vacation, we ran the air conditioner approximately 40 hours and noticed that when the compressor completed it’s cycle, the inside vents would close only to have to reopen them manually. I then emailed the sales person who had sold us the trailer and was told she no longer worked there but was responded to (many weeks later) to put something in the vents to hold them open. We also noted in the email that the cd player would not eject cds without a great many attempts and had quit trying to use it. September 30th, 2012, we again moved the trailer 300 yards after thorough cleanings to the entire exterior, awning, and roof. May 18th, 2012, we moved the trailer to it’s summer spot, less than 300 yards. There were no problems noted with the camper. We stayed overnight May 18th. June 22, 2013, we opened the trailer for the summer. It was noted upon opening, water pooled in the bottom of the shower, water marks on the wall in the shower area and drops coming from the skylight in the shower. Wallpaper was also buckled in the bedroom area and staples in the strapping had rusted. My husband put a ladder to the roof and observed and took pictures of the roof. Where the satellite radio receiver was placed, the metal had buckled and the seaming materials had pulled away from the sides leaving a gap for water to enter the camper. At the skylight, the seaming materials had shrunk leaving holes and gaps for water to enter the skylight area. We immediately went to an rv store and purchased silicone caulking for trailer roofs to repair due to oncoming bad weather. We attempted to put the awning out (electric) and it would not open. The motor would click and attempt to engage but would not extend. This was attempted numerous times even with my husband standing on a ladder next to the awning to gently assist to no avail. The awning will not extend. We left on the June 25th due to a prior commitment out of state, to return on July 3rd in the late evening. Due to hot and humid weather, we attempted to use the air conditioner. It attempted to run approximately 10 minutes before tripping the breaker. After a few minutes, we attempted again to try to cool the trailer and once again after approximately 10 minutes it tripped the breaker. The next morning July 4th, my husband again climbed the ladder to inspect the air conditioner to make sure there were no reasons causing the compressor to trip the breaker. He is a refrigeration/air conditioner repair man by trade. At that time, he determined the compressor was no longer viable. On 5 July, we left to return to our home over 4 hours from the site the trailer is sitting. Today, 8 July, I contacted J & M Camper Sales in Augusta ME and spoke first with Carl and told him our problems as well as the time line stated above. He plainly told me, nothing was in warrantee and if we bring the trailer to them they could fix what was wrong at my cost. He also stated that “camper roofs need to be inspected ever 60 to 90 days”. He then transferred me to the service department in regards to the air conditioner. Laurie returned my call regarding the air conditioner and gave me the price of $681.00 + shipping to replace the air conditioner as a compressor replacement was not available. Please let it be known that I can provide signed affidavits in regards to the lengths of the hours spent at the trailer as outlined above by two if not more persons who also reside at this area where the trailer is parked. My husband and I are not novices by any means to camping. Having owned for 12 years prior to buying this Rockwood, a Wilderness 24’ camper, whose roof and seals are original and still in working full order (it sits in very close proximity to where our newer trailer is parked), whose awning is in original shape and still working (manual awning, not electrical), and being that we reside and camp in Maine whose temperate climate during the summer does not require huge amounts of air conditioned days and evenings that original air conditioner- 12 years old – is still in working order, I believe that we have been dealt a raw deal. This trailer certainly does not show quality workmanship, specifically the roof sealings used were poorly placed, apparently not adequate for longevity of more than two years? The awning was NEVER left out during thunderstorms nor left out when we were not in attendance. It was NEVER sprung in any way and when put to bed for the winter 2012, retracted perfectly. It was cleaned thoroughly both years before putting to bed each fall. The roof was inspected each fall when the entire roof was cleaned by hose and a leak was NEVER detected upon cleaning last fall 2012 before placing it in storage for the winter. I now am looking toward my vacation beginning July 27th, 2013 to a camper with no awning, water between the skylight panels, and no air conditioning if needed for humidity relief. I am completely disappointed in the lack of concern of your associates at J & M Camper Sales. Their blatant lack of compassion in regards to the situation was shameful. Customer Service is something that is utmost for any small business and as a small business owner, I cherish my customers and do my utmost to keep them satisified. I AM NOT SATISFIED. I spent over $25,000 on a camper that should have lasted well into 10 years due to the amount of time we actually spend IN the trailer. The trailer is NOT on the road NOR being utilized as a full time living vehicle. I have placed a call to Forest River and spoke with Deb in Customer Service, I believe, and was told to expect a return call. When I left my place of business at 4:30 p.m. Eastern Time (initial call placed approximately 9:45 a.m ET), I still had no call. I believe that I am deserved some explanations and some solutions to resolve the problems I am having with a trailer I invested in for recreation that is no longer fully useful for that same pastime. I would appreciate receiving some type of Customer Service! Rhonda Little
Posted on: Mon, 08 Jul 2013 22:43:21 +0000
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