Kroubetz Lakeside Campers & Motors, Inc.

Dear Revdex.com and Mr. and Mrs. [redacted], [redacted] and [redacted] did purchase their camper here on April 7th, 2015.  After they called with a leak, we had them bring it in for repairs.  Per the manufacturer, we cannot issue a guarantee letter on the manufacturers behalf, but...

instead told them to let us know if any further problems to let us know.  When we did hear back that they were having a leak again, much time had passed and they did not accept an appointment for repair.  We have told them that we are willing to do what we can to help, but since they waited such a long time to let us know about it and come in, it is extremely rare to expect a manufacturer to cover water damage that has gotten worse due to delay in accepting appointments for repair.  We have had conversations on the phone with them as well as email correspondence which I have attached.  It should be noted that the last time that they called in, they still are not willing to bring it in until Spring or after to have it looked at.  I am more than willing to look at their unit and let them know what their options are, but we need to have it here to proceed.  Following is all email correspondence to date from most recent to oldest between my service/warranty advisor and Mr. [redacted] :  Lana [redacted]Dec 13 (9 days ago)tomeHi Kim, Please see below for the email chain with [redacted].  I offered an appointment to look at the camper for a possible leak on November 30, 2015   and let him know he was under warranty until April 8, 2016.  He declined the appointment on December 2, 2015 and I did not hear from him again until November 14, 2016.  Thanks,Lana From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Monday, November 14, 2016 9:25 AMTo: Lana [redacted]Cc: [redacted], [redacted]Subject: RE: email Lana, I was in Pipestone winterizing my camper this weekend. In that same spot you guys “cleared for water damage” has a soft spot in the floor. I feel that I  could punch my foot through the floor with a little pressure. I got down to see how bad it was and I could put my hand on the spot and the floor would separate from the bottom trim. This is why I wanted a document stating that you clearing this before the warranty was up. The guys had to replace one of the slide motors the day we picked up the camper and I wonder if the slide wasn’t lined back up because that’s the corner the water was coming from. I also had stuff in the storage that got wet due to the water. Is this something that you guys will honor and fix without charge? Thanks, [redacted] | Maint. Tech 5Chart Inc. | Distribution & Storage[redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: ###-###-#### | Fax: +1 952 758 8440[redacted].[redacted]@chartindustries.com ¦ www.chartindustries.com From...⇄ [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Wednesday, December 2, 2015 6:22 AMTo: Lana [redacted]Subject: RE: email Hi Lana, I will end up setting up another time. I will wait for the next rain or melting and have a carpenter come over and get his opinion before I bring it in.  [redacted] | Stockroom-ReceivingChart Inc. | Distribution & Storage [redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: +[redacted].[redacted]@chartindustries.com ¦ www.chartindustries....⇄ [redacted] [mailto:l[redacted]@kroubetz.com] Sent: Monday, November 30, 2015 10:42 AMTo: [redacted], [redacted]Subject: RE: email Hi [redacted], We are the closest Forest River dealer to New Prague.  Water is leaking in still ? Where is it leaking in at?   You are under warranty until April 8th…  Would you like to set up an appointment to bring it in? Thanks! Lana [redacted]Kroubetz Lakeside CampersWarranty & Scheduling###-###-#######-###-####www. kroubetz.com Area's Only Route 66 DealerProud Partners with Forest River and Grand Design RVA+ Rated with MN Revdex.com From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Monday, November 30, 2015 10:19 AMTo: Lana [redacted]Subject: RE: email Lana, I stopped by the camper last week after some rain. There was moisture all around the slide while located inside. There was small spots of water underneath the slide and I felt a bump on the floor under the slide. Is there another warranty shop closer to New Prague that I can take it? How long does the warranty cover water damage on the floor? I will need this looked at before that is up.  [redacted] | Stockroom-ReceivingChart Inc. | Distribution & Storage [redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: +[redacted].[redacted]@chartindustries.com ¦ www.chartindustries....⇄ [redacted] [mailto:l[redacted]@kroubetz.com] Sent: Friday, October 16, 2015 10:37 AMTo: '[redacted], [redacted]'Subject: RE: email Hi [redacted], $154.92 – Winterizing and cost of 2 bulbs as bulbs are not covered under warranty. The bulbs come in 2 packs so we put the 2 other new ones in the sink.  That is where your new tub stopper is also. Thanks! Lana [redacted]Kroubetz Lakeside CampersWarranty & Scheduling###-###-#######-###-####www. kroubetz.com Area's Only Route 66 DealerProud Partners with Forest River and Grand Design RVA+ Rated with MN Revdex.com From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Thursday, October 15, 2015 7:19 AMTo: Lana [redacted]Cc: [redacted], [redacted]Subject: RE: email Hi Lana, Can you let us know what kind of warranty we have on everything? We have a feeling there is water damage from the water that we found on the floor that day. I want a document claiming it is clear from all water damage before we come pick it up. I need to have something documented in case we have problems in the future or if we take it to someone else for a second opinion. This is our first camper and I don’t want it damaged over something that could have been fixed. I have listed below an email from earlier this year trying to deal with a warranty issue. I said that the speakers weren’t turning on and asked if that was because the volume needed to be so high to trigger it. I was told yes and that wasn’t true. The two speakers haven't worked all summer no [redacted]er what the volume was. From: Lana [redacted] [mailto:l[redacted]@kroubetz.com] Sent: Tuesday, October 13, 2015 10:01 AMTo: '[redacted], [redacted]'Subject: RE: email Should be done by end of day on Thursday Lana [redacted]Kroubetz Lakeside CampersWarranty & Scheduling###-###-#######-###-####www. kroubetz.com Area's Only Route 66 DealerProud Partners with Forest River and Grand Design RVA+ Rated with MN Revdex.com From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Monday, October 12, 2015 10:59 AMTo: Lana [redacted]Subject: RE: email The one in the bathtub. We were looking to get it winterized also. Did you have an estimated time on everything? I just want to park it in the yard before the snow comes.  [redacted] | Stockroom-ReceivingChart Inc. | Distribution & Storage [redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: +[redacted].[redacted]@chartindustries.com ¦ www.chartindustries....⇄ [redacted] [mailto:l[redacted]@kroubetz.com] Sent: Monday, October 12, 2015 10:35 AMTo: '[redacted], [redacted]'Subject: RE: email Yes, I had most of it already in the repair order.  Which drain plug is broke? Yes, Wednesday night for Thursday service is fine. Thanks! Lana [redacted]Kroubetz Lakeside CampersWarranty & Scheduling###-###-#######-###-####www. kroubetz.com Area's Only Route 66 DealerProud Partners with Forest River and Grand Design RVA+ Rated with MN Revdex.com From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Monday, October 12, 2015 10:09 AMTo: Lana [redacted]Cc: [redacted], [redacted]Subject: RE: email Speakers- on inside and one outsideLeaks Water- by the slideSome lights don’t work (outside one by door)-some have worked after wiggling the bulbDrain plug brokeShower head leaks waterBoard on couch fell offThe dvd player didn’t work.  got some volume but no picture.Gutter spout tipped upwards, also causing black streak to run down the sideLook at the gasket on the screen in the bathroomTake a look at stabilizers, sometimes they don’t come down together We made a list of repairs on the phone. I was going email you an updated on before we came in.   [redacted] | Stockroom-ReceivingChart Inc. | Distribution & Storage [redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: [redacted].[redacted]@chartindustries.com ¦ www.chartindustries.c...⇄ [redacted] [mailto:l[redacted]@kroubetz.com] Sent: Monday, October 12, 2015 8:32 AMTo: [redacted], [redacted]Subject: RE: email What was the warranty work, I have noted in the Repair order that I would get an email with the list of repairs…. Lana [redacted]Kroubetz Lakeside CampersWarranty & Scheduling###-###-#######-###-####www. kroubetz.com Area's Only Route 66 DealerProud Partners with Forest River and Grand Design RVA+ Rated with MN Revdex.com From: [redacted], [redacted] [mailto:[redacted].[redacted]@chartindustries.com] Sent: Monday, October 12, 2015 5:38 AMTo: Lana [redacted]Subject: RE: email Lana, I talked to you a while back about dropping the camper off for warranty work and to get it winterized. Would it work if we dropped it off on this Wednesday? Thanks,  [redacted] | Stockroom-ReceivingChart Inc. | Distribution & Storage [redacted] ¦New Prague, MN ¦ 56071 ¦ USADirect: +[redacted].[redacted]@chartindustries.com ¦ www.chartindustries....⇄ Background:Product/Service: CamperPurchase Date: 4/7/2015Problem Occurred: 4/8/2015Model: Account Number: Order Number: Talked to Company: 9/21/2016Talked to Company (2nd): 10/12/2015Talked to Company (3rd): 11/20/2016Name of Salesperson:Shelby [redacted] Purchase Price: $0.00Disputed Amount: $0.00 Desired Settlement: RepairRepair the camper under warranty. If not because it should be covered under the initial warranty repair then for the sake of your reputation. I can't believe a business would be ok with someone buying a new camper from them and not even lasting two years.

Unfortunately, we have done what we can to help Mr. and Mrs. [redacted].  We are unable to fix something that the customer is unwilling to bring here.  On November 30th, 2015, Lana (warranty administrator) responded to Mr. [redacted]'s email offering to set up an appointment to address the water leak and let him know that he was under warranty until April 8th, 2016.  Mr. [redacted] responded to her email on December 2nd, 2015 stating that he would wait to bring it at a later date, and that he was going to have a carpenter look at it to get his opinion before bringing it in.  He did not contact us again regarding anything until November 14th, 2016 stating that they now had a soft spot in the floor.  I am not surprised by this, as almost a year has gone by without them bringing the unit in to address the water leak.  One week to a month will not cause a soft spot, but a year will if not addressed.  We as a dealer can advise customers to come in to address any warranty concerns, but we cannot make them.  If a repair is unsuccessful or a problem repeats, then we are more than willing to address it again.  Some repairs needed, such as water leaks cause major damage if not being attended to in a timely manner.  Whether stored indoors when not camping or not, an RV that is exposed to rain and/or has moisture/water coming in that can get in floors or walls will eventually cause a soft spot and only gets worse by not addressing it.  This is a case of a customer not being willing to bring their camper to be fixed by warranty while still in the warranty period. Warranty and/or dealer repair coverage is not open ended and does not cover neglect and bringing a unit in for repair once a problem is noticed  to prevent further damage. We have stated multiple times lately that they should really bring it in and at least we can assess what needs to be done to fix the unit whether they want us to do it or not.  Either way, they should really get it fixed by someone, as the problem will get worse.  Even though they are inside stored, by what they are telling me, there is still moisture and/or water in the unit.  All emails noting correspondence noted are in previous response.  [redacted] Kroubetz

I am rejecting this response because:  This does nothing for us. We are not going to drive all that way to bring the camper in again when there is no guarantee that it will be covered. Also on one of the phone calls Kroubetz stated that they did not think the soft spot was water damage because the floors are completely sealed so that water can not get through. If that was the case then how did this happen? How did water get into the camper from the rain? They also stated that they believed it to be a floating floor issue and that there really wasn't an issue because all campers have that. They have done nothing but talk their way around the issue so that they don't have to cover it. Overall they are not standing by their product nor are they working toward satisfying a customer. I will never buy anything from them again and I will make it clear to anyone that this is not the business to go to. They sell poor quality campers and don't stand by their product. A brand new camper not even lasting 2 years is a joke. In my opinion they should not be a Revdex.com accredited company.