My Jayco RV Warranty Story
Hello and thanks for visiting. My Name is Jim and I've set up this site to provide information about my experience with our Jayco RV's warranty coverage. SPOILER ALERT: It's Not Good
THE GOOD
In October of 2022, my wife and I purchased our second Jayco Travel Trailer, a very nice White Hawk model. This was our second purchase of a Jayco model, and we were expecting the same no hassle experience that we enjoyed with our first Jayco. The 2022 Jayco White Hawk came with a two-year Factory Warranty. Over the first twenty-two months of ownership, we experienced a few issues with our White Hawk but we scheduled service appointments at our Jayco dealer and they made the necessary repairs. Those repairs were covered under the Jayco Warranty.
THE B.S. WARRANTY
We were getting close to the expiration of the Jayco two-year warranty, and we had a few more items we wanted to get resolved. I scheduled an appointment with the dealer, which the earliest available was about 30 days out. I dropped the White Hawk off on the agreed date of October 12th, and was told they would get back to me once it was ready. On October 15th, I received a call from the service department stating the estimate for repairs is $1551.94 and that Jayco was not going to cover any of the repairs under the factory warranty. The warranty expired October 13th, the day after the scheduled service appointment.
I appealed directly to Jayco’s Customer Service Department. Here is the chain of emails that will bore you to tears…
Correspondence #1 (Me to Jayco Customer Service)
Good Morning to All,
I scheduled warranty service on our 27RK and your team is denying the request saying the unit's warranty has expired. The service appointment was booked in September of 2024 for the next available time which was October 12th, 2024. The unit was dropped off the morning of October 12th. The denial was based on a warranty expiration date of 10/13. Since the service was scheduled and the unit was dropped off before the expiration date, I feel the repairs should be covered under the warranty. Please look into this and let me know. I've attached the RO. I appreciate your help!
Correspondence #2 (Jayco’s Response)
Good Morning
Thank you for contacting Jayco customer service.
We do want to advise that there are no open recalls or TSBs on the camper.
We do understand your frustration. We do work within the terms and conditions of the warranty and understand that you booked the appointment in September however, there was no notation of the repairs needed by either the customer or dealer, to Jayco prior to the warranty expiration.
We have attached a copy of the owners manual above for your review and advisement on the warranty policy.
Unfortunately as the concerns were not notated with Jayco prior to warranty expiration we would have to respectfully decline financial participation.
****.
Lead Customer Service Specialist
Phone: 800-283-****
E-Mail: Service@jayco.com
903 S. Main St., Middlebury, IN 46540
Correspondence #3 (Letter I Sent to Ken Walters, Jayco’s President)
Jayco, Inc.
Attn: Mr. Ken Walters
903 S. Main Street
Middlebury, IN 46540
January 5, 2024
RE: 2022 Jayco WhiteHawk Warranty Claim Denial
Dear Mr. Walters,
Attached below, you will find my correspondence with the Jayco service team regarding their denial of a warranty claim processed by Humphrey RV, the dealer that sold us a new 2022 White Hawk 27RK. This is our second Jayco product and we have been thrilled with its performance and dependability. We were having a few issues, so I scheduled an appointment for repair. Even though I scheduled the repair at the earliest possibility, and that appointment was within the warranty time frame, Jayco has denied the warranty claim. When notified of the rejection by the Jayco dealer, I reached out to Jayco Customer Service and received a prompt and courteous response from one of your agents. They reiterated that Jayco will not cover any of the repairs under warranty.
WARRANTY EXPIRATION DATE: 10/13/24
SERVICE APPOINTMENT DATE: 10/12/24 (Earliest I could get an appointment, which was made in September)
Please review the circumstances of my claim and let me know Jayco’s final position. I respectfully request the repairs be covered under the warranty which was in effect at the time of the service appointment.
Please contact me with any additional information or documentation you may need.
Best Regards,
Jim
Correspondence #3, email from warranty department.
Good Afternoon
We have received your letter in regards to the email below.
We have reviewed the letter and reached out to the dealer as well.
Jayco would be willing to cover 1/3rd of the repair, the dealer is willing to cover 1/3rd of the cost of the repair, leaving the last 1/3rd as customer pay.
Are you willing to accept this advisement/assistance?
Please let us know if you have any further questions or if we can be of any further assistance.
****.
Lead Customer Service Specialist
Phone: 800-283-****
E-Mail: Service@jayco.com
903 S. Main St., Middlebury, IN 46540
Correspondence #4, My Response to Their Offer
Hello to All,
Thank you for the swift response to my inquiry. While the offer is generous, I don't feel it is an appropriate remedy for Jayco's unwillingness to honor the original factory warranty. I also don't feel that the dealer should have to cover 1/3 of the costs. Humphrey RV has done nothing but provide me and my family with exceptional service. I don't see them as part of this warranty denial issue. I am declining your above listed offer. I will pursue an appropriate remedy through other regulatory channels starting with Colorado's Attorney General's office. In the meantime, please let me know if you change your mind and are agreeable to fully covering the repair costs.
Thanks again for your consideration.
Best Regards,
Jim
So that’s it. White Hawk has not been repaired. I will take care of that this spring. I will pay the $1551.94 myself, since Jayco’s B.S. Warranty won’t cover it. For me, it’s not about the money, it’s about the principal of honoring the warranty. Good Times!
Please keep my experience in mind when looking for a new RV. Jayco is a division of Thor Industries. Their brands Include, Airstream, CrossRoads, Cruiser RV, Dutchmen, Entegra Coach, Heartland, Highland Ridge, Keystone, Starcraft, Thor Motor Coach, and Tiffin Motor Homes.
Please let me know about your Jayco warranty experiences. Send your inquiries to jaycowarrantybs@gmail.com
You'll find me at various RV shows this spring and summer as I share my Jayco experience with prospective RV buyers. Next show is the Puyallup RV Show in Washington State. I'll be there May 2nd. See you then!