Just venting; 3 weeks after purchase and RV is still at the dealers.
galtgirl said
06:30 PM Oct 8, 2014
We signed a contract for purchase of a new Heartland Elkhorn 5th wheel 19 days ago. We traded in our old 5th wheel. Part of the deal was that they were to swap out our furniture for the furniture in the new one. We had a PDI date for 10 days after the date we purchased it..kind of long but they said they were very busy with sales from a recent RV show.
The day before we were to do the PDI the dealer called and said there was a problem with the refrigerator and we had to cancel the PDI. Two days later I haden't heard anything else and I called. I was told they were waiting for authorization from refrigerator warranty as to how to proceed. Fast forward a week and they finally got a tech out to look at it; they said they would call and let us know what they found. No call so I called them today. They said the tech would be back out today but couldn't tell me if the refrigerator could be repaired or had to be replaced. I called them at 4PM today and was told the tech did not show up; he should be there tomorrow.
I saw online that the dealer has already sold our trade-in. I called to make sure they had taken our furniture out of the RV. They said someone would check and call me back. Of course, no one called me back. That was two days ago. Today they told me they don't know if it was taken out or not. I'm not saying it wasn't, but no one can verify that it was.
At this point, I am so frustrated I want to cancel the whole deal and start over with a different dealer. This dealership has a bad reputation for customer service...really bad....but they are the only Heartland dealer near where we live and so we took a chance and dealt with them.
I know we are stuck but I am so upset that the communication is terrible, no one seems to know what is going on, and I have no idea when I'm going to get my RV. We have a trip scheduled for next week and DH took time off from work and made reservations. Looks like we won't be going anywhere unless this all gets resolved tomorrow.
TRAILERKING said
09:47 PM Oct 8, 2014
galtgirl wrote:
......... This dealership has a bad reputation for customer service...really bad....
That's what it sounds like..............
soos said
11:52 PM Oct 8, 2014
walk in their door and don't talk softly.
BiggarView said
05:13 AM Oct 9, 2014
Sounds like a breach of contract if the furniture swap was written into the deal. If they did indeed sell your furniture with the old rig, they will either have to retrieve it(furniture... not likely) or replace it with identical new items(the most expedient option for them). Just mention a lawsuit or taking them to small claims court, if they fail to act promptly, see what happens. Lean on them.
FWIW, Brian
-- Edited by biggaRView on Thursday 9th of October 2014 05:28:36 AM
2riker2go said
06:59 AM Oct 9, 2014
That definitely sucks. Keep in mind that the squeaky wheel really does get the grease. In a situation like that, I wouldn't be waiting days to hear back. They'd know my name and I'd want details...who's the tech, what time are they coming...ok, so I'll hear this afternoon??...don't hear by mid afternoon, call them back, call them again, stop by if you're close enough...call them the next morning....yadda yadda...you get the idea. They have already used up their right to your patience...be a pain in their BE-hind!!!!!!
TheHarveys said
07:23 AM Oct 9, 2014
I would make sure to have a conversation with the Service Manager...no improvement?, demand to speak to the Dealership Manager...be sure he understands that once you take possession of your trailer, absent a mutually agreeable outcome, you will never darken his doorway again, and you will make sure to tell your story to all your RVing friends... still no improvement?, call Heartland's main office and speak with the person who oversees that dealership. If all else fails, maybe you will get some movement if the Heartland main office were to pressure the dealership.
You may even want to notify all parties that you are going to do a write up on the Heartland owners forum detailing your experiences/treatment with this dealership and Heartland in general.
We had a situation where the dealership called us and told us our new trailer was ready to be picked up. We showed up, went through a brief walkthrough, then hitched up and went to drive off, only to realize that the hydraulic trailer brakes had never been hooked up. No electric fluid pump and no hydraulic lines run to the brakes on the trailer. So, we had to cancel a trip and leave the trailer at the dealership.
We "agreed" with them that, since they had to have our trailer in the shop for another couple weeks to correct things they had checked off the PDI list, they could add some upgrades of our choosing to our trailer free of charge. They happily did so.
Hopefully your situation can be also rectified to the benefit of all parties involved.
The Junkman said
07:52 AM Oct 9, 2014
Not sure about your state laws.. But believe RV dealers are bound by state licensing in that state. Complaints to the licensing departments are investigated very quickly, and taken very seriously. The threat of loosing a license , or a investigation, or a big fine.. May get them motivated. Letting them know, you know how to , and where to make that complaint.. Will help too, I'm sure.
I used to be a dealer In NYS.
Attorney general , BBB are a waste of time, and they most likely don't care if you complain there.
-- Edited by The Junkman on Thursday 9th of October 2014 07:55:12 AM
Barbaraok said
01:22 PM Oct 9, 2014
Calling does no good, you need to be at the dealership, in the sales area, asking in a loud voice why your new purchase STILL isn't ready to go.barb
SnowGypsy said
03:57 PM Oct 9, 2014
Barbaraok wrote:
Calling does no good, you need to be at the dealership, in the sales area, asking in a loud voice why your new purchase STILL isn't ready to go.barb
And, it doesn't hurt to be there when you expect they might be the busiest! Unfortunately, this is what the world has come to. You have to demand and fight or the ones that are doing that go in front of you while you stand and wait and............. Go there with a pad and pen, tell them you want to see the unit, go inside and start making notes, get loud, ask questions or be walked on. It is not pretty but do want your trailer or not?
The Junkman said
04:11 PM Oct 9, 2014
Start documenting everything.. Just is case.. Take pictures and/or video.
And if it was me, and I had just paid for the unit. I would also record conversations, and tell them you are doing so.
You just never know how far this will go..
Good luck.
Hdrider said
05:18 PM Oct 9, 2014
We feel your pain. I ended up going to the CEO on the purchase of our current coach. We are talking months for our transaction but it was pretty over the top.
Like others have mentioned, over the phone probably isn't going to cut it if there is a big problem. I might add that being firm yet respectful while working the way up the ladder is probably best.
Sort of the ,, thank you but that isn't what I want to hear so can you direct me to your boss. And if that person can't take care of you repeat over and over until you reach the level needed to get action.
Good luck.
Alie and Jims Carrilite said
05:32 PM Oct 9, 2014
All the above... LOUD, document, get the factory involved, get the actual owner of the sales lot involved, and start telling us the dealers name. Posting this on several forums goes a long way too.
Find the Heartland owners forum and post your experience there, most of the owners forums are monitored by the manufacturers.
HabDaddy said
05:38 PM Oct 9, 2014
Try the dealership first working your way up. If that does not work, go the manufacturer. I had a similar problem with a small dealership. They had to do some warranty work on the roof, etc. When I went to pick it up, it was a disaster. I told the dealer that they would need to strip and completely re-do the roof. Well, that did not go well. Contacted the Mfg and they sent a person (and truck) to pick up the trailer at my house, took it back to the factory, fixed it right, and delivered it back to my doorstep. I am located over 1000 miles from the factory. Also, they pulled their products from that dealer. I learned my lesson on that one. Actually every dealer I have had to work with has not been very good at all. I am starting to believe that nobody really cares about service any more. Maybe I should just open my own RV service center (no sales, just service). The last company I owned, we were #1 in customer satisfaction. Too bad the economy turned when it did. Oh well. Life is just one big lesson. Oh wait, I think they call it Experience. LOL
SnowGypsy said
06:30 PM Oct 9, 2014
If I were getting a new unit, I would insist on the refrigerator being new not repaired. Make sure you ask what the problem is because if they repair it, you may have an issue later especially since you cannot trust what they say.
Bill and Jodee said
07:55 PM Oct 9, 2014
I avoid confrontation when I can, but you have been more than patient with this company. I think it's safe to say they have lied to you at least twice - the tech was never going to be there when they said. Send email to the service manager so you can start to have documentation. Give them a deadline for response and then follow up within an hour if they don't meet it - copy of your original email to the dealership manager with your expectations outlined again. Phone calls are not taken seriously and usually not even written down. All those conversations have been a waste of your time
Take a big book or a Kindle to the service waiting room and let them know you'll be there until your rig is ready. Let them know you're very talkative to strangers
Unfortunately like others have said, this is far too common at service centers.
Jodee
WestWardHo said
08:35 PM Oct 9, 2014
I'm with the "take it up the ladder" group. I'd shake every tree, first the dealership management, then the franchise owner - if there is one. Some just don't care. I had posted on an earlier visit to a dealership where high end motorhomes and we spent time in a waiting lounger one of them had gone to the dealership management to report poor service. Shortly thereafter, the Service Manager told them, "I understand you went to management, I can and have had customer wait months......" The a clear letter to the State's Attorney General, Consumer Protection Deivision, at the same time to Heartland's National Sales Manager. Know that RV Manufacturers, like auto manufacturers have no direct control over dealers as they are independent business entities but....they have sway. Post on forums, this and others, and let them know in this digital age there are many venues to post FACTUAL experiences - just be careful here - but consumers today read this stuff. Like you we bought emotionally from a dealer with very poor consumer reports. Wish we'd paid more attention beforehand so I'm sharing our lessons.
I/we received action after the state AG's office sent a letter of inquiry to our dealership. It was weak but it worked.
Squeeky, polite, factual calls and documented emails and letters do get results. Dont Quit. Ask me how I know and how I took on the VA system!
Sherry
The Junkman said
09:14 PM Oct 9, 2014
DMV dealer investigations regulates them.. They are who put them in the business of selling RV's.. They also have access to their bond.
This is stepping wwwaaaayyy over calling heatland, the owner, the shareholders... etc.. btw.. Be sure you want them.. Investigations will also negotiate a compromise with them , for you..
jrzygrl64 said
09:58 PM Oct 9, 2014
We just had an awesome experience dealing with Heartland - I would call them and just keep them in the loop and ask their advice and maybe get them involved.
el Rojo and Pam said
08:42 AM Oct 10, 2014
Like Kelly said get Heartland involved, they have a pretty good record of customer satisfaction.
2riker2go said
05:32 PM Oct 10, 2014
This is a link to the Heartland forum. A lot of helpful people on there who may be able to offer some suggestions as well.
Heartland was on our short list of 5'ers because of their customer service. More than one Heartland owner has run into something similar with a dealer and had the problem resolved VERY quickly after a phone call to Heartland. Call them Monday morning.
Jo And Craig said
08:09 PM Oct 10, 2014
I would NOT piddle fart around with the dealer any more. Go directly to the manufacturer. It is THEIR reputation on the line. Not the dealers. I may be doing the same thing myself... soon. We ordered our Baby Girl with 2 heat pumps and just realized a week ago that we only have one. I sent an email to our sales lady a week ago. Not a peep since! My MO is to give her enough rope... You get the picture. Good luck. FWIW... THERE IS NO SUCH THING AS CUSTOMER SERVICE! (Sorry. Didn't mean to scream.)
Terry and Jo said
10:06 AM Oct 11, 2014
I'd also recommend calling Heartland. Sadly, Jo and Craig's comment is all too true in many cases with customer service. There are good, and excellent, dealers out there, but they seem to be further and further apart. Also, with the tendency for many RV manufacturers to be bought out by big corporations, that good customer service may even suffer at the manufacturer level.
Terry
galtgirl said
12:40 PM Jan 2, 2015
An update for all you kindly posted with suggestions to get our problem resolved and our RV in our possession. It turned out that the tech showed up the next day and replaced the condenser unit and they let the refrigerator run overnight. Turns out, there was a leak in the Freon line caused by a screw that was used to place the slam latch on the refrigerator door. This had been done at the factory. The refrigerator couldn't be repaired, but they had a brand new one in another RV so they put it in, tested it for 24hrs and said it was good to go.
We picked up the RV, loaded it up and took off only a few days later than we originally planned.
The day after we arrived the refrigerator stated acting funny. First there was a water leak inside the freezer compartment so we cleaned that up and turned off the ice maker. Later that afternoon, I noticed that the temp was going up in the refrigerator and down in the freezer. We put in a call to the service department where we purchased the RV and they said they would try and find a mobile technician to come out. Meantime, John drove into town and bought a large ice chest and ice and we moved all the food from the refrigerator into the chest.
The next morning the dealer called and said they couldn't find a mobile service that would come out to where we were. They told us to bring in the RV on Monday after we returned. In the meantime, the temps had stabilized and we decided to put everything back in the refrigerator and keep an eye on it. We bought a thermometer so we could keep an eye on the temp inside and it worked fine until we get home a week later.
We took the RV back into the dealer as instructed. Two weeks went by and we heard nothing. I called and was told that " when you bring in an RV, it is usually 10 days or more before we get to it and determine what work needs to be done. Are you kidding me? I called the general manager AGAIN and two hours later I got a call saying the RV was in the shop and they would let us know what was needed for repairs. We had also given them our list of other problems we had found while we were out...they were pretty minor. Apparently Heartland was having a rash of damaged refrigerators from the slam latches being incorrectly installed and causing Freon leaks. They send out a brand new refrigerator, minus the slam latches, and we had our RV back a few days later.
So, as of now, the refrigerator is working great, but there is a problem with the inverter so guess where my RV is...yep...back on the lot where it will sit for 10+ days before they get it in the shop. We were told this is standard in the RV business. They have so many RVs that need service that just take them in as a service bay becomes available. If they are waiting on parts, they will pull that RV out and put it in the lot and pull another one in and start working on it. I find this a really strange way of doing business but while we are under warranty we will have to do it their way. You can be sure we will not be using this dealership for any work other than what is covered under our original warranty.
-- Edited by galtgirl on Friday 2nd of January 2015 12:42:00 PM
Barbaraok said
03:04 PM Jan 2, 2015
Have you notified the factory that you are posting your experiences with their product online for everyone to see.
I will say that when we have had to have something fixed, the fact that we are fulltimers and sitting there in their waiting room tends to get things moving.
Barb
2riker2go said
04:47 PM Jan 2, 2015
Just to let you know, you do not have to have warranty work done at your original dealership. We bought our rig in TN and lived in NY. We had a few issues, slide adjustment etc., and we took our rig to a small local family owned place. Great service! You just have to make sure they call Heartland first to get the work approved, but Heartland is really good about working with them to get your warranty work completed.
Jack Mayer said
01:40 PM Jan 3, 2015
Unfortunately, what you are experiencing is pretty much the "norm" in the RV industry. First, the RV is made with products that are marginal (and I'm being kind here). Next it is assembled in a typical slipshod manner (some better than others, but none up the standards of most industries). Then, if something goes wrong the "typical" dealer will treat you the way you have experienced. It is very unfortunate, but all too common.
As Barb said, fulltimers do experience a slightly different repair scenario because we are typically looking over their shoulder and camping in their lot.
galtgirl said
05:20 PM Jan 3, 2015
Jack, I know this is sad but true. Unfortunately, we are not in the income bracket that would allow us to purchase a rig like yours. We went with Heartland because they seem to back their products, but we were fully aware that it was not going to match the quality of a custom rig like yours. Were money no object, we would be ordering a New Horizons and a big ole truck to haul it.
We signed a contract for purchase of a new Heartland Elkhorn 5th wheel 19 days ago. We traded in our old 5th wheel. Part of the deal was that they were to swap out our furniture for the furniture in the new one. We had a PDI date for 10 days after the date we purchased it..kind of long but they said they were very busy with sales from a recent RV show.
The day before we were to do the PDI the dealer called and said there was a problem with the refrigerator and we had to cancel the PDI. Two days later I haden't heard anything else and I called. I was told they were waiting for authorization from refrigerator warranty as to how to proceed. Fast forward a week and they finally got a tech out to look at it; they said they would call and let us know what they found. No call so I called them today. They said the tech would be back out today but couldn't tell me if the refrigerator could be repaired or had to be replaced. I called them at 4PM today and was told the tech did not show up; he should be there tomorrow.
I saw online that the dealer has already sold our trade-in. I called to make sure they had taken our furniture out of the RV. They said someone would check and call me back. Of course, no one called me back. That was two days ago. Today they told me they don't know if it was taken out or not. I'm not saying it wasn't, but no one can verify that it was.
At this point, I am so frustrated I want to cancel the whole deal and start over with a different dealer. This dealership has a bad reputation for customer service...really bad....but they are the only Heartland dealer near where we live and so we took a chance and dealt with them.
I know we are stuck but I am so upset that the communication is terrible, no one seems to know what is going on, and I have no idea when I'm going to get my RV. We have a trip scheduled for next week and DH took time off from work and made reservations. Looks like we won't be going anywhere unless this all gets resolved tomorrow.
That's what it sounds like..............
Sounds like a breach of contract if the furniture swap was written into the deal. If they did indeed sell your furniture with the old rig, they will either have to retrieve it(furniture... not likely) or replace it with identical new items(the most expedient option for them). Just mention a lawsuit or taking them to small claims court, if they fail to act promptly, see what happens. Lean on them.
FWIW, Brian
-- Edited by biggaRView on Thursday 9th of October 2014 05:28:36 AM
You may even want to notify all parties that you are going to do a write up on the Heartland owners forum detailing your experiences/treatment with this dealership and Heartland in general.
We had a situation where the dealership called us and told us our new trailer was ready to be picked up. We showed up, went through a brief walkthrough, then hitched up and went to drive off, only to realize that the hydraulic trailer brakes had never been hooked up. No electric fluid pump and no hydraulic lines run to the brakes on the trailer. So, we had to cancel a trip and leave the trailer at the dealership.
We "agreed" with them that, since they had to have our trailer in the shop for another couple weeks to correct things they had checked off the PDI list, they could add some upgrades of our choosing to our trailer free of charge. They happily did so.
Hopefully your situation can be also rectified to the benefit of all parties involved.
Not sure about your state laws.. But believe RV dealers are bound by state licensing in that state. Complaints to the licensing departments are investigated very quickly, and taken very seriously. The threat of loosing a license , or a investigation, or a big fine.. May get them motivated. Letting them know, you know how to , and where to make that complaint.. Will help too, I'm sure.
I used to be a dealer In NYS.
Attorney general , BBB are a waste of time, and they most likely don't care if you complain there.
-- Edited by The Junkman on Thursday 9th of October 2014 07:55:12 AM
And, it doesn't hurt to be there when you expect they might be the busiest! Unfortunately, this is what the world has come to. You have to demand and fight or the ones that are doing that go in front of you while you stand and wait and............. Go there with a pad and pen, tell them you want to see the unit, go inside and start making notes, get loud, ask questions or be walked on. It is not pretty but do want your trailer or not?
And if it was me, and I had just paid for the unit. I would also record conversations, and tell them you are doing so.
You just never know how far this will go..
Good luck.
Like others have mentioned, over the phone probably isn't going to cut it if there is a big problem. I might add that being firm yet respectful while working the way up the ladder is probably best.
Sort of the ,, thank you but that isn't what I want to hear so can you direct me to your boss. And if that person can't take care of you repeat over and over until you reach the level needed to get action.
Good luck.
Find the Heartland owners forum and post your experience there, most of the owners forums are monitored by the manufacturers.
Take a big book or a Kindle to the service waiting room and let them know you'll be there until your rig is ready. Let them know you're very talkative to strangers
Unfortunately like others have said, this is far too common at service centers.
Jodee
I/we received action after the state AG's office sent a letter of inquiry to our dealership. It was weak but it worked.
Squeeky, polite, factual calls and documented emails and letters do get results. Dont Quit. Ask me how I know and how I took on the VA system!
Sherry
This is stepping wwwaaaayyy over calling heatland, the owner, the shareholders... etc.. btw.. Be sure you want them.. Investigations will also negotiate a compromise with them , for you..
heartlandowners.org/forum.php
I would NOT piddle fart around with the dealer any more. Go directly to the manufacturer. It is THEIR reputation on the line. Not the dealers. I may be doing the same thing myself... soon. We ordered our Baby Girl with 2 heat pumps and just realized a week ago that we only have one. I sent an email to our sales lady a week ago. Not a peep since! My MO is to give her enough rope... You get the picture. Good luck. FWIW... THERE IS NO SUCH THING AS CUSTOMER SERVICE! (Sorry. Didn't mean to scream.)
I'd also recommend calling Heartland. Sadly, Jo and Craig's comment is all too true in many cases with customer service. There are good, and excellent, dealers out there, but they seem to be further and further apart. Also, with the tendency for many RV manufacturers to be bought out by big corporations, that good customer service may even suffer at the manufacturer level.
Terry
An update for all you kindly posted with suggestions to get our problem resolved and our RV in our possession. It turned out that the tech showed up the next day and replaced the condenser unit and they let the refrigerator run overnight. Turns out, there was a leak in the Freon line caused by a screw that was used to place the slam latch on the refrigerator door. This had been done at the factory. The refrigerator couldn't be repaired, but they had a brand new one in another RV so they put it in, tested it for 24hrs and said it was good to go.
We picked up the RV, loaded it up and took off only a few days later than we originally planned.
The day after we arrived the refrigerator stated acting funny. First there was a water leak inside the freezer compartment so we cleaned that up and turned off the ice maker. Later that afternoon, I noticed that the temp was going up in the refrigerator and down in the freezer. We put in a call to the service department where we purchased the RV and they said they would try and find a mobile technician to come out. Meantime, John drove into town and bought a large ice chest and ice and we moved all the food from the refrigerator into the chest.
The next morning the dealer called and said they couldn't find a mobile service that would come out to where we were. They told us to bring in the RV on Monday after we returned. In the meantime, the temps had stabilized and we decided to put everything back in the refrigerator and keep an eye on it. We bought a thermometer so we could keep an eye on the temp inside and it worked fine until we get home a week later.
We took the RV back into the dealer as instructed. Two weeks went by and we heard nothing. I called and was told that " when you bring in an RV, it is usually 10 days or more before we get to it and determine what work needs to be done. Are you kidding me? I called the general manager AGAIN and two hours later I got a call saying the RV was in the shop and they would let us know what was needed for repairs. We had also given them our list of other problems we had found while we were out...they were pretty minor. Apparently Heartland was having a rash of damaged refrigerators from the slam latches being incorrectly installed and causing Freon leaks. They send out a brand new refrigerator, minus the slam latches, and we had our RV back a few days later.
So, as of now, the refrigerator is working great, but there is a problem with the inverter so guess where my RV is...yep...back on the lot where it will sit for 10+ days before they get it in the shop. We were told this is standard in the RV business. They have so many RVs that need service that just take them in as a service bay becomes available. If they are waiting on parts, they will pull that RV out and put it in the lot and pull another one in and start working on it. I find this a really strange way of doing business but while we are under warranty we will have to do it their way. You can be sure we will not be using this dealership for any work other than what is covered under our original warranty.
-- Edited by galtgirl on Friday 2nd of January 2015 12:42:00 PM
I will say that when we have had to have something fixed, the fact that we are fulltimers and sitting there in their waiting room tends to get things moving.
Barb
As Barb said, fulltimers do experience a slightly different repair scenario because we are typically looking over their shoulder and camping in their lot.