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Old 03-10-2013, 05:53 AM   #1
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Hello. I was just wondering if any out there has had problems with CROSSROADS NOT STANDING BEHIND THERE PRODUCT. In April 2012 I purchased a new 25' Sunset trailer from a local dealer. When I arrived home I discovered a large staple head protruding from the ceiling panel in the middle of the dining area. The staple had punctured a noticable hole in the overhead panel. The dealership advised that they could repair the hole but this is when the issues started with CROSSROADS. The dealership was originally advised to place a dummy speaker cover or smoke detector over the staple. The local service manager advised me that he refused to do this, A service request was submitted by the dealership to Crossroads who in turn refused the repair work. I contacted the warranty department and spoke to TRACY WILLIAMS who stated she would look into it. TWO MONTHS LATER, no response. I phoned her again and at this time she advised me that she was not prepared to do anything about this issue. I could not believe it, she stated to me "I AM NOT PREPARED TO DO ANYTHING ABOUT THIS CLAIM". I then proceeded to phone the Warranty manager MARK QUINN who received the same run around. After three more months I made several attempts to contact him by phone but he refused to acknowledge my calls or return any of my calls.
The local dealership was great about all the other warranty issues but wanted to hear back from Crossroads prior to any repairs. The damaged panel wraps around behind the fridge and a series of cabinets and contains several electrical outlets, all of which have to be removed prior to replacement. This requires a number of work man-hours labour. The manufacturer compensates the dealers for their repair work. Large repairs often require pre-authorization before the work is done.
After nearly 8 months the local dealer finally received an e-mail from MARK PARSONS of CROSSROADS stating that I no longer wanted the repair work completed and he was confused about their request for preauthorization on the ceiling repairs. Really, after numerous phone calls from myself and the dealer that was the best they could come up with. Well here it is 11 MONTHS LATER AND GUESS WHAT, NO REPAIRS AUTHORIZED BY CROSSROADS. By now I am growing a little dis-concerned. SO PLEASE BE CAREFUL IF YOU INTENT ON PURCHASING A NEW CROSSROADS PRODUCT BELIEVING EVERYTHING IS COVERED UNDER WARRANTY........ BECAUSE IT IS NOT.
If you have positive story to relate, please feel free to do so on this post. But remember my local dealer has been great about fixing all the little issues to date. My problem is not with the dealer but the manufacturer CROSSROADS. I do not think that is issue will be resolved anytime soon. Keep on camping.
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Old 03-10-2013, 08:38 AM   #2
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Maybe you should contact Tom Montague at Crossroads and ask him about the great new benifits of the new one year warranty and 12 point promise that is supposed to cover many more things and get problems taken care of quickly.
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Old 03-10-2013, 08:48 AM   #3
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This is the new warrenty. The longer they can stall the less they have to do. I think it's #3 on the 12 point promise.
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Old 03-10-2013, 09:39 AM   #4
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I really don't get how this wouldn't be taken care of. Hope it isn't typical, as I have a new one due in a couple weeks.
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Old 03-10-2013, 10:10 AM   #5
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Didn't Tom say they would be monitoring these forums and respond to posts? I think that lasted a week after the newly designed forum came online. I'm sorry to hear stories like this because I do like my 09 Cruiser, but I don't think I would buy another one with the way their quality has gone, but then again I read similar stories in the Take Action Line in Trailer Life. Maybe you should write into them and tell your story. I would keep calling until this was taken care of. I would call Tom everyday until this was taken care of.
Good Luck and keep us posted.


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Old 03-10-2013, 10:56 AM   #6
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If you buy a new unit with the new 1 year warranty and live up North where you can't use it 3 to 4 months out of the year due to the weather you really don't have a 1 year warranty.

I am just curious, has anyone bought a unit since they lowered the warranty and found anything useful with that 12 point promise? I cannot remember seeing any post about it since it went into affect back in September of 2012. Just wondered if the promise has lived up to what was promised?
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Old 03-10-2013, 11:23 AM   #7
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This seems very odd to me. My Z1 had ceiling panel issues that were fixed by my dealer, and i'm sure there is a discussion somewhere here about other problems with ceiling panels being looked after.
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Old 03-10-2013, 11:47 AM   #8
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Quote:
Originally Posted by Hunter11
If you buy a new unit with the new 1 year warranty and live up North where you can't use it 3 to 4 months out of the year due to the weather you really don't have a 1 year warranty.

I am just curious, has anyone bought a unit since they lowered the warranty and found anything useful with that 12 point promise? I cannot remember seeing any post about it since it went into affect back in September of 2012. Just wondered if the promise has lived up to what was promised?
Keith you have that part about living up north where you can't use it for 3 or 4 months turned around.
We can only use it for 3 or 4 months. Well, I guess that's stretching the truth a little. I usually get 5 to 6 months.
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Old 03-10-2013, 12:06 PM   #9
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I had the old warranty and had no problems getting crossroads to cover our warranty repairs but our biggest repair required was new carpeting due to the slide rubbing a hole in it.We had several other small issues repaired. Each trip to get it repaired resulting in the TT sitting at camping world for about 3 weeks or so.
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Old 03-11-2013, 02:29 AM   #10
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I'm considering a 5th wheel...335SS and I've found 2 2012 units in my area, decent price...actually considering them as they still have the 2 year warranty...that may be worth it in the long run compared to getting a 2013 with only one year...not sure...I'll go look at them next weekend and see what I can get for a trade in and whether it is worth my while.

Jim
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