Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, '24 at the ***********. ***, I committed to buy a brand new RPod 153 from Trailer Source (TS) in ********, *** Picked it up March 30th. 1) First excursion was planned for June to a lake in ****. Turned on the refrig w/elec to move to propane if elec went out. Loaded cooled refrig w/food. It failed overnight & half my food was ruined! 2) Then pulled the ** to a friend's house so he could see if he could replicate it. It cooled for 6 hrs then totally failed!!! I brought it back home. 3) I also pulled it to 2 ** parks -- a KOA in Steamboat Spgs, and ** park in ******* Spgs, to see if it worked there. BOTH places it failed 4) Made an appt. w/TS in ******** which couldn't occur until Sept. 12 to fix it or replace it. They said it didn't fail for them, and to come pick it up, TOTALLY ignoring the 3 failures I had, and the 4th with a friend. They also had the gall to say they didn't have room to keep it there. I said NO WAY am I picking up an RPod with a failing refrig. I mentioned replacing it.. 5) Just got a message from Trailer Source, and the *** said they had left me "multiple" voicemails last week. False!! There are ZERO voicemails from them. And, he says it is "finished" and they still cannot find what is wrong with the refrig, and I need to pick it up. Again, they are IGNORING the fact of all the failures I experienced. I AM NOT PICKING UP AN RPOD with a failed refrig. I also talked to ************, and they were supposed to call them. Yet here I am again with an irresponsible ** dealer asking me to pick up an RPod with a refrig that failed FOUR TIMES TOTAL--3 for me and the 4th at a friends house. I want EVERY ***** of my money back from this highly irresponsible ** dealership, PLUS I want what it took me in GAS, WEAR AND TEAR, AND TIME to pull that ** an hour through a canyon, then the drive back to my house, to get it to TS to FIX IT!! I would guess an extra $200.

  Business response

  10/16/2024

  Trailer Source is not ignoring the issue, we are just unable to duplicate it. We do not build these trailers, and must work with the manufacturers to remedy their issues. We are currently working with ************ for a solution. If the manufacture approves a replacement, then we will be glad to accommodate. We would also suggest that the customer work with Forest River directly on reimbursements related to this matter. We will continue to test the product, and reach out directly with Forest River's response on remedy. In the meantime, we would suggest that the customer remove any modifications to the propane and venting systems that hinder the repair process.

  Customer response

  10/16/2024

   
  Complaint: 22424902
  
  In order to reply, I am rejecting this response because: First, tell your employees at the ********, ******** facility to STOP telling me to come pick up the RPod with a refrig that has failed me 4 times, to STOP implying that THEIR experience of being unable to replicate it means MY experience of 4 failures doesn't count, including having the throw away half the food I had put in that refrig the first time I wanted to go out. It all does count!! And I have already contacted Forest River because of feeling totally insulted with the Longmont facility, pushing me to pick up the RPod with a refrig that failed me 4 times, as if my experiences didnt' count.  And finally, I can't remove anything because I live an hour away from the ******** facility where my RPod still is. Plus there are NO modifications like mentioned. 
  
  Sincerely, JB
  
  
  
   

  Business response

  10/25/2024

  Despite being unable to duplicate the issue at the dealership level, ************ has agreed to cover a repair on Ms. *********** refrigerator at this time. We are now waiting for the part to arrive from the manufacturer of the fridge itself. Once repair has been completed, we will ask that the trailer be picked up from our Longmont location in a timely manner. Please see attachments of the modifications that were spoke of previously. We still advise that these modifications be removed for proper appliance functions.

  Customer response

  10/27/2024

   
  Complaint: 22424902
  
  I am rejecting this response because: when I first called Forest River about this issue, they agreed to extend the warranty on my RV (which was supposed to end at the end of March 25) through September of 2025. The reason this was requested is because I live at nearly 8000 feet above sea level, and the cold weather here will not enable me to take this RV anywhere until June through September of 2025. So I want the warranty on that refrigerator to extend through those months in case it fails again. Id also like the paperwork to prove I will have it covered since it broke down for me four distinct times this past summer. 
  
  Sincerely,
  
  ***** Bow

  Business response

  11/04/2024

  Please reach out to ************ on the extension of the warranty. Trailer Source is not the warranty company and cannot authorize warranty coverage or extensions. You may refer to the paperwork that you signed at time of purchase explaining such agreement. We can, however, provide you with the documentation of the work that was authorized and completed at our ******** facility on this issue. All said work has been completed. 

  Customer response

  11/05/2024

   
  Complaint: 22424902
  
  I will be contacting Forest River again Tuesday Nov. 5th. I will need the official extension of warranty for the refrig, via email and through the Summer of 2025 (because I can't even take it out again until then), before being satisfied. Additionally, via the official local weather website, the ************************ is showing some snow every single day this week, and I do not feel safe pulling that RV home until the roads are completely safe, including no wind with the snow as has gone on the last 24 hours. Thus having you deliver it to me is a better alternative. Note that the current weather predicament would not have happened if you had just been more responsible about considering my side of having that refrig fail the first time I wanted to take it out, then twice at two different RV parks, then at the house of a friend who wanted to observe what was going on. Discounting my four experiences has created this issue now. 
  
  Sincerely,
  
  JB

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new 2023 A Liner camper from trailer source in August of 2023. Hours after driving off the lot with the new camper, the latch system failed on the pull kitchen. We took the camper back to the service department where it remained for weeks trying to be repaired, after 2 attempts to repair the damaged non functional kitchen the manufacturer recommended taking it to another service department. We then took the camper to another trailer source service department where they deemed the kitchen unable to be repaired to its original condition. We have never been able to use the camper to its full capabilities since purchasing it in August. We have just been notified the parts were discontinued from a liner. Trailer Source in *********** ** will take no responsibility for selling us a faulty camper, nor will the return our calls or emails. We have gone to their office several time and have been told the manager is out of the office. We are not even in possession of them camper at this time because it is not safe to drive with the latch system not functioning.

  Business response

  04/01/2024

  ***********************,

  The Trailer Source team has received your complaint and has immediately initiated a thorough investigation into the matter to gain a comprehensive understanding of the issues raised. Our upper management team is actively involved in reviewing your case and will be in contact with you as soon as possible to discuss the details and work towards a resolution.

  Customer response

  04/04/2024

   
  Complaint: 21493578
  
  I am rejecting this response because:
  
  We have been waiting since August of 2023 to resolve this issue. We have not received any return phone calls as promised by Trailer Source. This is unacceptable and should not take this long to have a discussion about a problem that has yet to be resolved after multiple attempts. 
  
  Sincerely,
  
  ***********************

  Business response

  04/25/2024

  Trailer Source Inc. has maintained regular communication with *********************** throughout the resolution process. Trailer Source Inc. has replaced the damaged components as needed and has reached a mutually beneficial agreement on repair solutions. Trailer Source Inc. is pleased to confirm that the repairs have been successfully completed.  *********************** is scheduled to pick up the 2023 A Liner on 4/29/2024.

  Customer response

  05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a review left by ****** V my experience is exactly the same. I bought a Winnebago in 2020, was told to wait until the end of summer to make any warranty claims. I called in October and got an appointment in December. They kept my trailer till February when I started complaining. ***** the service manager gave me excuse after excuse, mostly supply chain issues, Winnebago, Winnebagos system, whatever. It has been 1.5 years now since I made a claim. I call, I email, they ignore all of my communications and wont get back to me. The warranty they promise is meaningless. I get supply chain issues but 1.5 years? I cant get my trailer fixed. I hope you can help! They said they voided my ticket due to not being able to get a hold of me. I can assure you that this is not the case!

  Business response

  07/21/2022

  As the customer states, our team attempted to follow up with this customer and had difficulties getting ahold of them. After not receiving a reply, their warranty ticket was voided and parts distributed elsewhere. After a year and a half the customer reached back out to us to follow up on their warranty claim. As soon as we heard from them, we immediately investigated and have been working with the manufacture to get their issues resolved. We were notified yesterday that parts are being shipped 7.27.2022. At this time, there is no further action we can take for this customer. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a camper from the trailer source in wheatridge, we walked thru it they promised to fix things, I called back asking if the parts were ordered they never were and no one said they were gonna fix anything. The kid that walked thru the camper with us assured us it'd be taken care of, after we left the lot they basically refused to deal with us told me to go to the longmont trailer source, and since wheatridge basically wrote me off I did end up going there, the furnace did not work from the time I bought it until I believe March I'd have to double check so all winter was no heat in it, they sent the mobile guy out 2 times to fix it and he quit but he came once on his own since it still wouldn't stay on, so I made an appointment to take it in and I got there and they told me they had only made an appointment for 10 minutes.... and could not fix the furnace. So I told them I was gonna contact you guys and then they actually took it in and fixed a couple things at that point I just wanted a refund. My door has not shut properly since I got it, furnace works as Doon as I bought it the bedroom slide fell off the rollers and tried blaming it on me I had rolled that slide out twice. There are still a coue things needing fixed and parts they ordered that I have not gotten since I went in. I just want help getting them to actually fix it before the 1 yr manufacturer warrenty is up like the ceiling piece being cut crooked and trip pieces missing or falling off

  Business response

  07/08/2022

  ********************,

  After researching your complaint it appears that your issues are being addressed, with the majority of them already being resolved. We are waiting on one item, however we are unable to move forward on that until the manufacture approves the claim, since it is a warranty related issue. As soon as the manufacture is done reviewing and approving your claim, the parts can be ordered, and the issue resolved. Unfortunately we cannot control the time it takes for these claims to be processed, however I can assure you they are checked up on regularly. I have asked the warranty and service team at our ******** store to reach out to the manufacture to see if we can expedite this process for you. You will be hearing from someone soon.

   

  Thank you,

  Natasha

*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. ↩