August 20, 2008
Open Letter to
Mr. Douglas Porter
Quality Assurance Manager
Roadtrek Motorhomes, Inc.
douglasp@roadtrek.com
Mr. Chris Deacons
Roadtrek Motorhomes, Inc.
chrisd@roadtrek.com
Ms Sherri Allen
General Manager and Controller
Leisure Time RV
sherriallen@leisuretimerv.com
Dear Managers:
In February 2006, we purchased a 2005 Roadtrek 210-Popular from the original owners. The vehicle now has about 17,000 miles.
After being stuck in the sand at a beach, he noticed the battery drawer would not open. I contacted Roadtrek about repair of the drawer. Roadtrek referred me to Leisure Time RV of Winter Garden, FL, their local Authorized Dealer, for repair. Even though Roadtrek provided instructions for a probable repair at lower cost, the dealer told me the only way to get the drawer open would be to break it, then replace it with a new drawer and face panel. The cost of the repair, including the two-tone paint and taxes, would be over $1,600.00.
The repairs were completed in late May. When I picked up the Roadtrek, the Leisure Time RV employee checked the batteries and said they were OK.
In early August, I tried to open the drawer for maintenance and found it was stuck again. Leisure Time said the drawer was stuck because the battery had leaked and caused the metal brackets to weld together. The Leisure Time employee said I could have prevented this issue with proper maintenance, and gave me a form with the manufacturer’s instructions. The instructions said to lubricate the drawer brackets every three months.
When I told the Leisure Time employee that I discovered the problem when I was trying to do the three-month maintenance, he said I should have done the maintenance sooner. In addition, he said the only way the dealer would help would be to replace the drawer again, for another $1,600.00. He also said Roadtrek changed the design of the drawer because they had so many problems.
I contacted Roadtrek and spoke with a Warranty and Parts Specialist. He told me the customer is responsible for the maintenance as described in the manual. He said Roadtrek does not guarantee work by its Authorized Dealers, and that the Roadrek warranty for parts is thirty days. Regarding the specifics of our complaint, he said the battery issue was between the dealer and me. He said Roadtrek had no control over their Authorized Dealers, would not be responsible for the instructions they issued, and would not become involved. He also said once a part is repaired/replaced outside of the warranty, the warranty for that part is voided. No one had previously told me the part was excluded from warranty.
I have made several calls to both companies seeking help. However, the Management of Roadtrek and of Leisure Time RV in Winter Garden have not returned my many phone calls.
I look forward to a call from any of them to resolve my matter.
