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Old 03-24-2017, 05:43 PM   #1
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Redwood/CrossRoads Service Manager?

Does anyone have the name of the current warranty service manager at RW/CR? I have been dealing with a service tech at CR (Tom W.) for six months about a warranty slide repair, and I'm being stonewalled. He told me back in Jan. that my claim was approved, pending his completion of the "paperwork." I get a new excuse and an apology every week as to why he hasn't finished his job. This week: one person left, one got sick, and he is now sick. I'M sick of this stall technique. I've asked to speak with the senior manager when someone else answers the phone, and have been told that it's Tom, so that won't help me. (I think that there are only two service reps.) I need to speak with the Boss.
We had our RW 38 GK at Sutton's in Eugene last October to follow up on an unsatisfactory warranty "repair" they had made on our living area slides. After two days they told us to pick up our rig and have it repaired at an indy shop here in Eugene: it seems they were no longer authorized to make repairs of this nature. (???) So we brought the rig to Quality Coach Service in Eugene and received great service. When we submitted the invoice (about $1,000) to RW, we were told it was covered. In Jan. we were told that payment was approved, pending completion of the paperwork. Then we were told that a new system was put into place and they were working out the bugs. Etc. etc. for two more months. I wonder if CrossRoads is having a cash flow problem. That issue aside, I'd appreciate the name and contact info of the Boss in warranty service, if you know it. Thanks in advance.
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Old 03-24-2017, 09:37 PM   #2
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I would head over to the other site and you should find the contact info your looking for.

Steve
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Old 03-24-2017, 11:54 PM   #3
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I think there might be something going on at RW I have been working with mark barker at RW and now today when I call to talk with mark for an up date about my rig that is at the keystone factory in Pendleton Oregon instead of my call being received in Indiana it was received in Pendleton Oregon. The lady there told me my rig is now a keystone not sure what she meant by that and now I am not sure of what might be going on with RW if any thing.
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Old 03-25-2017, 05:17 AM   #4
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Would you please specify which other site you refer to? Thanks!
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Old 03-25-2017, 01:17 PM   #5
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Redwood Owners Group
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Old 03-25-2017, 07:20 PM   #6
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Michael Antal
Owner Relations Manager
305 Hawpatch Drive
Topeka, IN 46571
Toll Free: 855-226-7496
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Old 03-25-2017, 07:21 PM   #7
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We were dealing with serious warranty issues and he handled them...
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Old 03-29-2017, 01:50 AM   #8
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We had our hot water heater go out in December. A call to Crossroads and was told I'd have to take it in to the dealer for warranty repair. After some back and forth over the fact that the Redwood is our full time residence and there's no way I could take it to the dealer for them to sit on for a month or more, they finally agreed to reimburse me for the replacement unit and labor. They set up the mobile repair tech with Mark Barker, his only request was for photos of the defective unit and an invoice detailing the charges. All of this was complied with and in late January I received an email and call from Mark with a W9 form to complete and return. According to Mark this was all that was needed to mail me the check.

After nearly two months with no check arriving, I emailed Mark a week and a half ago. I received an email from Tom Woodiel stating that Mark no longer worked with Crossroads and asked that I send him my vin# so he could investigate. He later sent an email asking if we had returned the defective water heater to Crossroads, stating that the reimbursement was pending receipt of the defective parts. I called and explained that there was never a request to send in the defective unit only photos which the tech had already complied with as confirmed by Mark Barker in January. Mr Woodiel stated to me that he would take the matter to his superiors and determine how to proceed. After not hearing back from him for a week I again tried contacting him this past Friday. As of this evening, no call or return email. It seems they've gone quiet and I get the feeling I'm going to be screwed over.
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Old 03-29-2017, 02:20 AM   #9
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Absolutely ridicules that Redwood is doing this!!
I guess I was one of the lucky ones. Not so lucky with everything that went wrong with ours right off the lot but I have to say that Redwood and the customer service at that time (2015) were great to deal with. All my repairs except one trip to the service center were done right here at my house by a buddy who is a mobile tech. Once the problem was found RW sent all the parts needed to him and he installed. I paid him myself then sent a copy of the invoice and check to RW, within 2 weeks I always had a check in hand. Service center did a perfect repair on everything I needed.

Steve
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Old 03-29-2017, 02:32 AM   #10
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I also saw recently where someone else on another RV forum (not a Redwood forum) was complaining about dealings with Crossroads and this Tom Woodiel person.

Not very encouraging at all. Maybe I'll try contacting Michael Antal in a day or two.
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