Business ProfileforCampers Inn of Kingston, Inc.

At the end of last camping season (October 2020), I called Campers Inn, Kingston NH, to make an appointment for my Forrest River Roo Hybrid camper (which I purchased at Campers Inn, KIngston, and is an authorized Forrest River dealer) to be winterized, as well as to have rear bunk canvas fixed since it was pulling away from the left top side as you look from inside the camper. Upon getting the camper ready to bring to Campers Inn, so it would be there when they opened on Monday morning, I noticed a small bubble on the exterior of the rear bed fiberglass door. I took pictures and emailed those to Camper's Inn service department so they would have the information on hand. They responded to me saying that it was hard to see the bubble from the photo and would look at it when it was on site. Once Campers Inn perused the rear door panel and saw the bubble they told me that it appeared to be a defect and they would submit it to Forrest River for approval to replace the door under warranty. They told me to leave the camper on site at Campers Inn while this was being worked out. The camper ended up being at Campers Inn for the entire winter. I called the service department periodically asking the status on the rear door and each time said that they hadn't heard back yet from Forrest River, but would check. I eventually received a call from Camper's Inn service department saying repair to the rear door was being denied by Forrest River. I told them I didn't understand seeing it was a defect in the door itself and so I subsequently called Forrest River. I found them to be very professional and responsive. They stated to me that my claim was not denied, that Forrest River had requested pictures from Camper's Inn and never received a response to that request. I communicated this back to Campers Inn and asked that they follow through. A week later I received a call from Camper's Inn that the work under partial warranty is now approved, and a replacement door is being sent from Forrest River to Campers Inn. I was also informed that the door was not going to cost me anything, but Camper's Inn will charge me to install it. I questioned that, seeing this had nothing to do with me causing this (it was a defect in the door), but I did pay Campers Inn for the installation. When the aforementioned work was eventually completed this Spring, 2021, I was called by Campers Inn and I picked up in the camper. Upon getting it home, I opened it up to check everything out and saw that all the requested work was not completed. The original canvas that was pulling away from the rear bed frame, that I had asked to be repaired last fall was not even touched and now there were two approximately 2 inch holes each in two of the screens, as well as a 2 inch hole in the vinyl wrap on the bottom of the canvas. There was mouse droppings throughout the camper. I called Camper's Inn and to ask what they will do to repair the holes in the camper that were not there prior to bringing to Campers Inn in the Fall of 2020. Their reply, "Act of God" and "can't control nature". The camper was in their care for way too long since their own procrastination. After a second phone call from me, I was told to bring it in and they will see what they can do with both the mouse damage and the original pulling away of the canvas (again, one of the original problems). I was supposed to drop it off on a Sunday night and they would get on to it on Monday. I decided to take time out of work and drop it off on Friday morning to make it easier for them. I received a phone call later verifying what I had written down for issues to be repaired. They held the camper for 6 days, without any communication from Campers Inn. When I called to find out the status I was told, that they forgot to call me and that the camper was all set. In fact, they said there was no charge and that the opening in the canvas (original problem from what I was previously told was shrinkage) was repaired and there will not be any leaks. The service rep told me to call before I head down and they would have the trailer brought out and waiting for me, and for me to just to hook it up and take it home. "We won't charge you for the work, but don't say anything to my boss... OK" per the Campers Inn service rep during the call. From the get-go that just didn't sound right. Upon opening it up the camper the only "fix" was black duct tape on the 4 screen holes, the vinyl hole and the original issue of where the canvas was pulling away from the frame! And, the duct tape was already peeling off. I called Campers Inn several times and questioned the shoddy work/lack of an actual repair to which I was given the run around by both the Service Manager, Chris, and then the General Manager, Russell. In fact Chris blatantly lied to me saying the canvas was torn, which was inaccurate since it was pulling away and they originally told me that was because of shrinkage. The reports that I have read on Yelp and Better Business Bureau were very consistent and very similar to my experience; unprofessional, unresponsive, incomplete and shoddy work, etc... this camper is only three years old and I take excellent care of it. The sales experience at Campers Inn was fine, but overall the customer service has been horrible with the above just being the most recent of poor, unresponsive, incomplete service since the purchase of our camper.