Tail and running lights stop working on my GD 320MKS
Called the customer service and told them my situation and asked for help identifying the correct color match for the 7 PIN trailor connection and how the tail lights were wired. First rep I talked to was no help at all and hungup on me. The second REP at least tried to help but was told that they do not have the wiring diagram and basically I was on my own! Needless to say I will not be calling their customer service again as I found it useless!
I just bought a 2022 Grand Design Imagine 2970RL. The unit is nice. There are a couple of things wrong, a bulging side wall, not that critical, and the furnace failed to start. I bought the unit about 400 miles from my home not thinking a thing of it regarding warranty work. It is after all an RV and will do lots of miles away from the initial purchase location. Bought in July 2022, fast forward to October 2022 and it is cold. I went to turn on the furnace and it did everything but start. OH NO I thought. O well came next, glad I bought the extended warranty, and, it is only 2-3 months from the delivery date. No worries. I called around seeking a dealer in my area who could and would perform warranty work and or any recall work ( there is a recall on the awning). To my surprise and then small panic, I was not able to find a local service provider. Again, OH NO followed by O well, I will call Grand Design customer service, validate that I bought the unit new from an affiliated dealer and no problem. So far it has been pretty good experience. Then I got the customer service people. I explained what is going on that I need a service provider to help get the furnace working. The unit was picked up in July in the south, starting the furnace to verify that it was in working order slipped my mind. Shame on me. But ... I was not at work and I figure that trying the furnace was a part of the product delivery inspection (PDI). I asked for a list of places where I could take the RV to get it serviced. I was told that the only place that I could get certain service or recall service work was where I took delivery of the unit. After explaining the significant distance involved with having to return the unit to the delivering dealer, I was told that this was my only option. The person with whom I spoke was neither resourceful, understanding nor concerned with anything but getting off of the call. Now I was panicky. At this point, the only option evident was to escalate to a manager of customer service. Yes after a heated failed first call I got a return call from the manager. Ugh. Same failed response. I asked customer service if the PDI officially included starting the furnace, indeed, demonstrating key features of the unit. The reason this was asked, is I was attempting to determine if the unit was likely to have ever been started or not. Again, the customer service agent, the manager this time, refused to say one way or the other if in fact the PDI includes a demonstration of the furnace. Any way, I found a service provider, and who knows how it will come out. All I know is I am not every going to buy a product from these people again and I caution anyone before spending a great deal of money to check on how the business treats customers. I know I will not every spend money with these people again.
Initial Business Response / [redacted] (1000, 5, 2016/12/01) */ Please see the attached fileThis letter is intended to update the Revdex.com and not to be used as the final resolution Initial Consumer Rebuttal / [redacted] (4200, 15, 2017/01/10) */ This offer from Grand Design is not acceptableWhat are my options and how should I proceed? From: [redacted] mailto: [redacted] @granddesignrv.com Sent: [redacted] January 05, XXXX X:XX PM To: [redacted] Subject: RE: [redacted] -XXXXX Good afternoon ***, I apologize, I should have made that a bit more clearGrand Design would be offering 1/of the original brake job and 1/of the second brake jobThat being said, I cannot submit payment until a signed invoice of the second repair is receivedPlease let me know how you would like to proceed [redacted] Grand Design RV Consumer Affairs XXX-XXX-XXXX ext [redacted] XXX-XXX-XXXX-Fax Final Consumer Response / [redacted] (2000, 24, 2017/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Grand Design's offer to reimburse the first brake job and the second one, as wellI [redacted] schedule the second job this week and submit the paid invoice to themThe job [redacted] be done by Andy Mohr Ford in Plainfield, IN, as agreed Final Business Response / [redacted] (4000, 22, 2017/01/23) */ Re: Revdex.com Case Number XXXXXXXX Grand Design RV has reviewed this complaint once moreAlthough we do not have substantial evidence to prove that a warranty failure caused the failure within the break assembly of the towing vehicle, Grand Design has agreed to cover the full cost of the brake repairBecause it is stated in the Owner’s Manual that residual failures are not covered under warranty, this will be done as a goodwill gestureOnce a signed invoice is obtained from the customer from a public mechanic, reimbursement will be submitted Sincerely, [redacted] Consumer Affairs Grand Design RV Ph: XXX-XXX-XXXX ext ***
Initial Business Response / [redacted] (1000, 5, 2017/01/19) */ Product changes, upgrades and modifications are not always coordinated with model year changesProduct evolves and changes throughout the product cycle, independent of model year change, which is an event driven by the time of year more than anything elseProduct changes and modifications are not always "timed" to occur at model change, nor are they required toThe customer made his purchase decision based on the build of the vehicle at the timeGrand Design is not willing to upgrade and modify this customers vehicle at no charge simply because he likes the changes made after his vehicle was producedWe did offer a no charge ladder assembly, which is an easy add, however he refused our goodwill offer Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) RV manufactures do in fact make "rolling changes" all year longThe difference in this case is that my model is a 1:match for models, missing ALL updatesNot or mid year changes Also, all DOZEN or so design changes and model updates were advertised and publicized"Rolling changes" over the model year are NEVER advertisedRolling changes show up in the following model year publications document all rolling changes made without previous notice Simply compare documentation to My labeled RV does not match documentationIt's that simple The offer for just one missing item to be "given" to me out of free [redacted] is valued at around [redacted] and did not include installation Well documented and advertised updates equate to [redacted] of dollars and I'm not asking for everything I am very willing to compromise if given a fair offer to upgrade my RV with easily added, bolt on, and/or change out items Final Consumer Response / [redacted] (2000, 15, 2017/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the rear ladder as a good will gesture to end this complaint, but I hope in the future Grand Design and other manufactures end this deceptive practiceThey are in complete control of their business and model year changes I hope that this is the start of many consumer messages to RV manufactures to follow very simple guidelines such as; 1- Limit how many rolling changes are made on one specific date without changing a model year or number and make certain most updates are in production when the model year is changed Be more diligent about model year changes ahead of well planned (significant or high number of) updates that have also have corresponding updated literature Final Business Response / [redacted] (4000, 13, 2017/01/24) */ Re: Revdex.com Case Number XXXXXXX Grand Design understands the customer’s thoughts and concernsThat being said, product changes are independent and are utilized as changes become readily available from the supplierNot always do product changes coincide with Grand Design’s model changeThis is something completely out of our controlThis is why Grand Design places the below passage in every brochure Because of our commitment to continuous product improvement, Grand Design Recreational Vehicles reserves the right to change components, standards, options, specifications, and materials without notice at any time Grand Design wants to make sure each customer understands that each product is subject to change To extend our hand out to the customer, Grand Design has offered to send a ladder at no chargeThis would be done as a goodwill gesture for in the brochure it specifically states that Grand Design reserves the right to make changes to our product Sincerely, [redacted] Consumer Affairs XXX-XXX-XXXX [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/10/10) */ Contact Name and Title: Mel [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @granddesignrv.com Dear [redacted] : Thank you for writing regarding your Grand DesignWe are very sorry to read of the difficulties you have encounteredPlease send me an e-mail at [redacted] @granddesignrv.com and include the digit serial number of your RVIt will begin with Once I get that information I will be able to research your file and see if I can help Thank you again for writingI hope to hear back from you soon Mel [redacted] Customer Affairs Manager
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX x-
Contact Email: ***@granddesignrv.com
Our Reflection travel trailer does have galgray water capacity, as advertisedHowever the tanks are not
connected and operate independently as tank is reserved strictly for a washer if the customer opts to installThis is the customers concernPer our records all calls & e-mails have been returned and as stated above the customer has had contact with our Customer Service DeptWe have made a running change on this model to address this issue by increasing the primary gray tank capacity to gallons
OFFER:
Grand Design will immediately contact the customer and offer to have the upgraded large capacity gray tank installed at our factory at no cost to the consumer
Initial Consumer Rebuttal /* (2000, 7, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Grand Design representative, Ryan, contacted me and stated, they would transport our trailer to IN and make modifications to reflect the gray water tank system that was explained to us, when we bought the camperThey will then transport the camper back to OHThis will be done at no cost to usMy partner and I feel this was the appropriate response and we will encourage others to purchase a product that is supported by the manufacturerThank you Grand Design for doing the right thing
Initial Business Response /* (1000, 5, 2016/11/18) */
Re: Revdex.com Case Number XXXXXXX
Case number XXXXXXX, from the Revdex.com has been reviewedCurrently, Grand Design RV is working with both the service provider and the customer to resolve the concerns stressed
within the complaintBeing that the customer is within the limited warranty, we will be working within the warranty's terms to resolve these items
Sincerely,
*** *** Consumer Affairs Specialist Grand Design
Initial Consumer Rebuttal /* (3000, 7, 2016/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Grand Design about the issues that I've had and my concerns of future issues and I was advised of the status of my unitWe discussed the issue of the broken screws and I was told that this was during the shake down stage of a brand new unitI personally don't feel that the screws should have broke as they did, especially the excessive number I experienced and I don't feel this is normalThis isn't my first RV I've owned and I've been RVing my entire life and have never seen anything like thisI was told on November that the last part was being overnighted to the Custom Coach however I still have not received word that it is ready for pickupI'm now closing in on months without my brand new trailer, months of my warranty expired while it sits at the shop! I feel as though I've been more than patient throughout this with Grand Design but I think its time they step up and make this rightMy wife and I feel as though our trailer isn't new, it's been reconditioned at this point however we paid for newI've waited the ten days before replying to response from Grand Design to see the outcome however nothing has changed therefore I can not accept the response
Final Business Response /* (4000, 9, 2016/12/07) */
12/7/
Grand Design RV
XXXXX *** *** *
Middlebury, IN XXXXX
Re: Revdex.com Case Number XXXXXXX
As it stands case number XXXXXXX, all items have been repaired under the terms of the limited warrantyTo extend our hand to the customer, we have also offer a 4-month extension to the current warranty as a goodwill gestureThe customer is concerned about two items but will be holding off on repairs until he is able to use his unitOnce the customer decides to service his unit once more, Grand Design RV will be here to assist in any way possible
Sincerely,
*** ***
Consumer Affairs Specialist
Grand Design RV
Initial Business Response /* (1000, 6, 2017/03/08) */
Please see the attached document
3/7/
Grand Design RV
XXXXX *** *** *
*** ** XXXXX
Re: Revdex.com Case Number XXXXXXXX
Grand Design has read the correspondence made by the customer within Case Number
XXXXXXXXUpon reviewing the history of this unit, it appears that Grand Design complied with the warranty and addressed all warranty items as they arose with the customer
First contacted August 31, 2016, with a water leak near the customer's TV, our Customer Service team provided the contact information for local repair facilitiesAt that time, Grand Design also offered to pay for the cost of the service call as a goodwill gesture to eliminate the inconvenience of transporting the unitWith the decline of this offer, Grand Design contacted a local Grand Design service provider August 19, Grand Design requested the Grand Design service provider to perform the needed workPer the Grand Design dealer, they were more than willing to commit to the work and to resolve the outstanding warranty items in a timely mannerThe customer again declined this offerAt that time, Grand Design scheduled a service appointment with the Grand Design Service ShopThe unit was scheduled in for November 28, After the items were completed on the unit, the unit was returned to the customerUpon the customer's inspection, it was said that five items on the list were missedGrand Design transported the unit back to the Grand Design Service ShopEach item was inspected and handles accordinglyOnce complete, the unit was returned to the customer once more on February 6, At that time, the customer informed our Warranty Manager that he was satisfied with his unitGrand Design was not contacted again until March 1, At that time, the customer informed Grand Design that there was a leak at the faucetGrand Design advised to contact a local mobile repair facilityThis was said to be done at Grand Design's expense
Prior to this correspondence, Grand Design feels they have fully complied with the warranty and has extended coverage for the customerDuring the time period of the unit being repaired at Grand Design, substantial hotel expenses were paid and monthly payments were renderedThis was offered purely as a goodwill offering on the part of Grand Design
If the customer still has outstanding warranty concerns, we are more than willing address those items with the customer within the limitations of the outlined warrantyFor further assistance and communication, my contact information can be found below
Sincerely,
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2017/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Grand Design continues to stand behind the product even though we continue to have issuesThey are reimbursing us for the additional cost of handling more repairs of the unit and have put us in contact with a regional manager to work with to resolve any outstanding issues, who is very responsive and has assisted us in getting our issues resolved quickly and promptlyThey have done many goodwill gestures throughout the process and continue to do so in sending out mobile techs to resolve these issuesThe faucet leaks have been fixed by the mobile tech and hopefully this will be the end of our issues for a while
Final Consumer Response /* (3000, 17, 2017/03/24) */
We continue to fight plumbing leaks, and are awaiting parts to fix that issueThe same wall that was replaced due to water intrusion from rain is leaking again, so I need this case reopenedWe demand a payoff on our existing debt or a buyback of this RV for a new oneIt can not be fixed
I'm contacting the VP of operations again
Final Business Response /* (4000, 19, 2017/03/30) */
Please see the attached document
3/30/
Grand Design RV
XXXXX *** *** *
*** ** XXXXX
Re: Revdex.com Case Number XXXXXXXX
The Director of Consumer Affairs is currently in contact with the customer and assisting him in finding resolution
Sincerely,
*** ***
Consumer Affairs Specialist
Initial Business Response /* (1000, 5, 2017/01/19) */
Product changes, upgrades and modifications are not always coordinated with model year changes. Product evolves and changes throughout the product cycle, independent of model year change, which is an event driven by the time of year more than...
anything else. Product changes and modifications are not always "timed" to occur at model change, nor are they required to. The customer made his purchase decision based on the build of the vehicle at the time. Grand Design is not willing to upgrade and modify this customers vehicle at no charge simply because he likes the changes made after his vehicle was produced. We did offer a no charge ladder assembly, which is an easy add, however he refused our goodwill offer.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RV manufactures do in fact make "rolling changes" all year long. The difference in this case is that my 2017 model is a 1:1 match for 2016 models, missing ALL 2017 updates. Not 2 or 3 mid year changes.
Also, all DOZEN or so design changes and model updates were advertised and publicized. "Rolling changes" over the model year are NEVER advertised. Rolling changes show up in the following model year publications document all rolling changes made without previous notice.
Simply compare 2017 documentation to 2016. My 2017 labeled RV does not match 2017 documentation. It's that simple.
The offer for just one missing item to be "given" to me out of free [redacted] is valued at around [redacted] and did not include installation.
Well documented and advertised 2017 updates equate to [redacted] of dollars and I'm not asking for everything.
I am very willing to compromise if given a fair offer to upgrade my RV with easily added, bolt on, and/or change out items.
Final Consumer Response /* (2000, 15, 2017/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the rear ladder as a good will gesture to end this complaint, but I hope in the future Grand Design and other manufactures end this deceptive practice. They are in complete control of their business and model year changes.
I hope that this is the start of many consumer messages to RV manufactures to follow very simple guidelines such as;
1- Limit how many rolling changes are made on one specific date without changing a model year or number and make certain most updates are in production when the model year is changed.
2. Be more diligent about model year changes ahead of well planned (significant or high number of) updates that have also have corresponding updated literature.
Final Business Response /* (4000, 13, 2017/01/24) */
Re: Revdex.com Case Number XXXXXXX
Grand Design understands the customer’s thoughts and concerns. That being said, product changes are independent and are utilized as changes become readily available from the supplier. Not always do product changes coincide with Grand Design’s model change. This is something completely out of our control. This is why Grand Design places the below passage in every brochure.
Because of our commitment to continuous product improvement, Grand Design Recreational Vehicles reserves the right to change components, standards, options, specifications, and materials without notice at any time.
Grand Design wants to make sure each customer understands that each product is subject to change.
To extend our hand out to the customer, Grand Design has offered to send a ladder at no charge. This would be done as a goodwill gesture for in the brochure it specifically states that Grand Design reserves the right to make changes to our product.
Sincerely,
[redacted]
Consumer Affairs
XXX-XXX-XXXX [redacted]
Initial Business Response /* (1000, 5, 2016/12/01) */
Please see the attached file. This letter is intended to update the Revdex.com and not to be used as the final resolution.
Initial Consumer Rebuttal /* (4200, 15, 2017/01/10) */
This offer from Grand Design is not acceptable. What are my options...
and how should I proceed?
From: [redacted] mailto:[redacted]@granddesignrv.com
Sent: [redacted] January 05, XXXX X:XX PM
To: [redacted]
Subject: RE: [redacted]-XXXXX
Good afternoon [redacted],
I apologize, I should have made that a bit more clear. Grand Design would be offering 1/2 of the original brake job and 1/2 of the second brake job. That being said, I cannot submit payment until a signed invoice of the second repair is received. Please let me know how you would like to proceed.
[redacted]
Grand Design RV
Consumer Affairs
XXX-XXX-XXXX ext [redacted]
XXX-XXX-XXXX-Fax
Final Consumer Response /* (2000, 24, 2017/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Grand Design's offer to reimburse the first brake job and the second one, as well. I [redacted] schedule the second job this week and submit the paid invoice to them. The job [redacted] be done by Andy Mohr Ford in Plainfield, IN, as agreed.
Final Business Response /* (4000, 22, 2017/01/23) */
Re: Revdex.com Case Number XXXXXXXX
Grand Design RV has reviewed this complaint once more. Although we do not have substantial evidence to prove that a warranty failure caused the failure within the break assembly of the towing vehicle, Grand Design has agreed to cover the full cost of the brake repair. Because it is stated in the Owner’s Manual that residual failures are not covered under warranty, this will be done as a goodwill gesture. Once a signed invoice is obtained from the customer from a public mechanic, reimbursement will be submitted.
Sincerely,
[redacted]
Consumer Affairs
Grand Design RV
Ph: XXX-XXX-XXXX ext [redacted]
Initial Business Response /* (1000, 5, 2016/03/17) */
Contact Name and Title: [redacted] - VP
Contact Phone: XXX-XXX-XXXX x-2008
Contact Email: [redacted]@granddesignrv.com
Thank you for your notice regarding our retail customer [redacted]. Grand Design contacted Mr. [redacted] today to...
discuss his concerns as stated above. Grand Design has agreed to reimburse Mr. [redacted] for all out-of-pocket expenses for repairs performed at his expense. In addition we agreed to offer him a new full 1-Year Base Limited Warranty effective immediately. Finally we provided him with information on a local independent RV repair service that he can use in the future should he require future repairs. Mr. [redacted] was appreciative of the contact and accepted our offer of reimbursement and a new warranty. He is presently satisfied with this course of action.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] reached out to me and I am satisfied with his offer. It seems as the dealership may have more to do with my troubles than Grand Design, but [redacted] has agreed to correct the motor issues for the slides and also cover my RV for an additional year for any warrantable repairs needed.
Initial Business Response /* (1000, 5, 2017/10/10) */
Contact Name and Title: Mel [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@granddesignrv.com
Dear [redacted]:
Thank you for writing regarding your Grand Design. We are very sorry to read of the difficulties you have...
encountered. Please send me an e-mail at [redacted]@granddesignrv.com and include the 17 digit serial number of your RV. It will begin with 573. Once I get that information I will be able to research your file and see if I can help.
Thank you again for writing. I hope to hear back from you soon.
Mel [redacted]
Customer Affairs Manager
Initial Business Response / [redacted] (1000, 5, 2016/12/01) */ Please see the attached fileThis letter is intended to update the Revdex.com and not to be used as the final resolution Initial Consumer Rebuttal / [redacted] (4200, 15, 2017/01/10) */ This offer from Grand Design is not acceptableWhat are my options and how should I proceed? From: [redacted] mailto: [redacted] @granddesignrv.com Sent: [redacted] January 05, XXXX X:XX PM To: [redacted] Subject: RE: [redacted] -XXXXX Good afternoon ***, I apologize, I should have made that a bit more clearGrand Design would be offering 1/of the original brake job and 1/of the second brake jobThat being said, I cannot submit payment until a signed invoice of the second repair is receivedPlease let me know how you would like to proceed [redacted] Grand Design RV Consumer Affairs XXX-XXX-XXXX ext [redacted] XXX-XXX-XXXX-Fax Final Consumer Response / [redacted] (2000, 24, 2017/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Grand Design's offer to reimburse the first brake job and the second one, as wellI [redacted] schedule the second job this week and submit the paid invoice to themThe job [redacted] be done by Andy Mohr Ford in Plainfield, IN, as agreed Final Business Response / [redacted] (4000, 22, 2017/01/23) */ Re: Revdex.com Case Number XXXXXXXX Grand Design RV has reviewed this complaint once moreAlthough we do not have substantial evidence to prove that a warranty failure caused the failure within the break assembly of the towing vehicle, Grand Design has agreed to cover the full cost of the brake repairBecause it is stated in the Owner’s Manual that residual failures are not covered under warranty, this will be done as a goodwill gestureOnce a signed invoice is obtained from the customer from a public mechanic, reimbursement will be submitted Sincerely, [redacted] Consumer Affairs Grand Design RV Ph: XXX-XXX-XXXX ext ***
Initial Business Response / [redacted] (1000, 5, 2017/01/19) */ Product changes, upgrades and modifications are not always coordinated with model year changesProduct evolves and changes throughout the product cycle, independent of model year change, which is an event driven by the time of year more than anything elseProduct changes and modifications are not always "timed" to occur at model change, nor are they required toThe customer made his purchase decision based on the build of the vehicle at the timeGrand Design is not willing to upgrade and modify this customers vehicle at no charge simply because he likes the changes made after his vehicle was producedWe did offer a no charge ladder assembly, which is an easy add, however he refused our goodwill offer Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) RV manufactures do in fact make "rolling changes" all year longThe difference in this case is that my model is a 1:match for models, missing ALL updatesNot or mid year changes Also, all DOZEN or so design changes and model updates were advertised and publicized"Rolling changes" over the model year are NEVER advertisedRolling changes show up in the following model year publications document all rolling changes made without previous notice Simply compare documentation to My labeled RV does not match documentationIt's that simple The offer for just one missing item to be "given" to me out of free [redacted] is valued at around [redacted] and did not include installation Well documented and advertised updates equate to [redacted] of dollars and I'm not asking for everything I am very willing to compromise if given a fair offer to upgrade my RV with easily added, bolt on, and/or change out items Final Consumer Response / [redacted] (2000, 15, 2017/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the rear ladder as a good will gesture to end this complaint, but I hope in the future Grand Design and other manufactures end this deceptive practiceThey are in complete control of their business and model year changes I hope that this is the start of many consumer messages to RV manufactures to follow very simple guidelines such as; 1- Limit how many rolling changes are made on one specific date without changing a model year or number and make certain most updates are in production when the model year is changed Be more diligent about model year changes ahead of well planned (significant or high number of) updates that have also have corresponding updated literature Final Business Response / [redacted] (4000, 13, 2017/01/24) */ Re: Revdex.com Case Number XXXXXXX Grand Design understands the customer’s thoughts and concernsThat being said, product changes are independent and are utilized as changes become readily available from the supplierNot always do product changes coincide with Grand Design’s model changeThis is something completely out of our controlThis is why Grand Design places the below passage in every brochure Because of our commitment to continuous product improvement, Grand Design Recreational Vehicles reserves the right to change components, standards, options, specifications, and materials without notice at any time Grand Design wants to make sure each customer understands that each product is subject to change To extend our hand out to the customer, Grand Design has offered to send a ladder at no chargeThis would be done as a goodwill gesture for in the brochure it specifically states that Grand Design reserves the right to make changes to our product Sincerely, [redacted] Consumer Affairs XXX-XXX-XXXX [redacted]
Initial Business Response / [redacted] (1000, 5, 2017/10/10) */ Contact Name and Title: Mel [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @granddesignrv.com Dear [redacted] : Thank you for writing regarding your Grand DesignWe are very sorry to read of the difficulties you have encounteredPlease send me an e-mail at [redacted] @granddesignrv.com and include the digit serial number of your RVIt will begin with Once I get that information I will be able to research your file and see if I can help Thank you again for writingI hope to hear back from you soon Mel [redacted] Customer Affairs Manager
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX x-
Contact Email: ***@granddesignrv.com
Our Reflection travel trailer does have galgray water capacity, as advertisedHowever the tanks are not
connected and operate independently as tank is reserved strictly for a washer if the customer opts to installThis is the customers concernPer our records all calls & e-mails have been returned and as stated above the customer has had contact with our Customer Service DeptWe have made a running change on this model to address this issue by increasing the primary gray tank capacity to gallons
OFFER:
Grand Design will immediately contact the customer and offer to have the upgraded large capacity gray tank installed at our factory at no cost to the consumer
Initial Consumer Rebuttal /* (2000, 7, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A Grand Design representative, Ryan, contacted me and stated, they would transport our trailer to IN and make modifications to reflect the gray water tank system that was explained to us, when we bought the camperThey will then transport the camper back to OHThis will be done at no cost to usMy partner and I feel this was the appropriate response and we will encourage others to purchase a product that is supported by the manufacturerThank you Grand Design for doing the right thing
Initial Business Response /* (1000, 5, 2016/11/18) */
Re: Revdex.com Case Number XXXXXXX
Case number XXXXXXX, from the Revdex.com has been reviewedCurrently, Grand Design RV is working with both the service provider and the customer to resolve the concerns stressed
within the complaintBeing that the customer is within the limited warranty, we will be working within the warranty's terms to resolve these items
Sincerely,
*** *** Consumer Affairs Specialist Grand Design
Initial Consumer Rebuttal /* (3000, 7, 2016/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Grand Design about the issues that I've had and my concerns of future issues and I was advised of the status of my unitWe discussed the issue of the broken screws and I was told that this was during the shake down stage of a brand new unitI personally don't feel that the screws should have broke as they did, especially the excessive number I experienced and I don't feel this is normalThis isn't my first RV I've owned and I've been RVing my entire life and have never seen anything like thisI was told on November that the last part was being overnighted to the Custom Coach however I still have not received word that it is ready for pickupI'm now closing in on months without my brand new trailer, months of my warranty expired while it sits at the shop! I feel as though I've been more than patient throughout this with Grand Design but I think its time they step up and make this rightMy wife and I feel as though our trailer isn't new, it's been reconditioned at this point however we paid for newI've waited the ten days before replying to response from Grand Design to see the outcome however nothing has changed therefore I can not accept the response
Final Business Response /* (4000, 9, 2016/12/07) */
12/7/
Grand Design RV
XXXXX *** *** *
Middlebury, IN XXXXX
Re: Revdex.com Case Number XXXXXXX
As it stands case number XXXXXXX, all items have been repaired under the terms of the limited warrantyTo extend our hand to the customer, we have also offer a 4-month extension to the current warranty as a goodwill gestureThe customer is concerned about two items but will be holding off on repairs until he is able to use his unitOnce the customer decides to service his unit once more, Grand Design RV will be here to assist in any way possible
Sincerely,
*** ***
Consumer Affairs Specialist
Grand Design RV
Initial Business Response /* (1000, 6, 2017/03/08) */
Please see the attached document
3/7/
Grand Design RV
XXXXX *** *** *
*** ** XXXXX
Re: Revdex.com Case Number XXXXXXXX
Grand Design has read the correspondence made by the customer within Case Number
XXXXXXXXUpon reviewing the history of this unit, it appears that Grand Design complied with the warranty and addressed all warranty items as they arose with the customer
First contacted August 31, 2016, with a water leak near the customer's TV, our Customer Service team provided the contact information for local repair facilitiesAt that time, Grand Design also offered to pay for the cost of the service call as a goodwill gesture to eliminate the inconvenience of transporting the unitWith the decline of this offer, Grand Design contacted a local Grand Design service provider August 19, Grand Design requested the Grand Design service provider to perform the needed workPer the Grand Design dealer, they were more than willing to commit to the work and to resolve the outstanding warranty items in a timely mannerThe customer again declined this offerAt that time, Grand Design scheduled a service appointment with the Grand Design Service ShopThe unit was scheduled in for November 28, After the items were completed on the unit, the unit was returned to the customerUpon the customer's inspection, it was said that five items on the list were missedGrand Design transported the unit back to the Grand Design Service ShopEach item was inspected and handles accordinglyOnce complete, the unit was returned to the customer once more on February 6, At that time, the customer informed our Warranty Manager that he was satisfied with his unitGrand Design was not contacted again until March 1, At that time, the customer informed Grand Design that there was a leak at the faucetGrand Design advised to contact a local mobile repair facilityThis was said to be done at Grand Design's expense
Prior to this correspondence, Grand Design feels they have fully complied with the warranty and has extended coverage for the customerDuring the time period of the unit being repaired at Grand Design, substantial hotel expenses were paid and monthly payments were renderedThis was offered purely as a goodwill offering on the part of Grand Design
If the customer still has outstanding warranty concerns, we are more than willing address those items with the customer within the limitations of the outlined warrantyFor further assistance and communication, my contact information can be found below
Sincerely,
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2017/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Grand Design continues to stand behind the product even though we continue to have issuesThey are reimbursing us for the additional cost of handling more repairs of the unit and have put us in contact with a regional manager to work with to resolve any outstanding issues, who is very responsive and has assisted us in getting our issues resolved quickly and promptlyThey have done many goodwill gestures throughout the process and continue to do so in sending out mobile techs to resolve these issuesThe faucet leaks have been fixed by the mobile tech and hopefully this will be the end of our issues for a while
Final Consumer Response /* (3000, 17, 2017/03/24) */
We continue to fight plumbing leaks, and are awaiting parts to fix that issueThe same wall that was replaced due to water intrusion from rain is leaking again, so I need this case reopenedWe demand a payoff on our existing debt or a buyback of this RV for a new oneIt can not be fixed
I'm contacting the VP of operations again
Final Business Response /* (4000, 19, 2017/03/30) */
Please see the attached document
3/30/
Grand Design RV
XXXXX *** *** *
*** ** XXXXX
Re: Revdex.com Case Number XXXXXXXX
The Director of Consumer Affairs is currently in contact with the customer and assisting him in finding resolution
Sincerely,
*** ***
Consumer Affairs Specialist
Initial Business Response /* (1000, 5, 2017/01/19) */
Product changes, upgrades and modifications are not always coordinated with model year changes. Product evolves and changes throughout the product cycle, independent of model year change, which is an event driven by the time of year more than...
anything else. Product changes and modifications are not always "timed" to occur at model change, nor are they required to. The customer made his purchase decision based on the build of the vehicle at the time. Grand Design is not willing to upgrade and modify this customers vehicle at no charge simply because he likes the changes made after his vehicle was produced. We did offer a no charge ladder assembly, which is an easy add, however he refused our goodwill offer.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RV manufactures do in fact make "rolling changes" all year long. The difference in this case is that my 2017 model is a 1:1 match for 2016 models, missing ALL 2017 updates. Not 2 or 3 mid year changes.
Also, all DOZEN or so design changes and model updates were advertised and publicized. "Rolling changes" over the model year are NEVER advertised. Rolling changes show up in the following model year publications document all rolling changes made without previous notice.
Simply compare 2017 documentation to 2016. My 2017 labeled RV does not match 2017 documentation. It's that simple.
The offer for just one missing item to be "given" to me out of free [redacted] is valued at around [redacted] and did not include installation.
Well documented and advertised 2017 updates equate to [redacted] of dollars and I'm not asking for everything.
I am very willing to compromise if given a fair offer to upgrade my RV with easily added, bolt on, and/or change out items.
Final Consumer Response /* (2000, 15, 2017/01/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the rear ladder as a good will gesture to end this complaint, but I hope in the future Grand Design and other manufactures end this deceptive practice. They are in complete control of their business and model year changes.
I hope that this is the start of many consumer messages to RV manufactures to follow very simple guidelines such as;
1- Limit how many rolling changes are made on one specific date without changing a model year or number and make certain most updates are in production when the model year is changed.
2. Be more diligent about model year changes ahead of well planned (significant or high number of) updates that have also have corresponding updated literature.
Final Business Response /* (4000, 13, 2017/01/24) */
Re: Revdex.com Case Number XXXXXXX
Grand Design understands the customer’s thoughts and concerns. That being said, product changes are independent and are utilized as changes become readily available from the supplier. Not always do product changes coincide with Grand Design’s model change. This is something completely out of our control. This is why Grand Design places the below passage in every brochure.
Because of our commitment to continuous product improvement, Grand Design Recreational Vehicles reserves the right to change components, standards, options, specifications, and materials without notice at any time.
Grand Design wants to make sure each customer understands that each product is subject to change.
To extend our hand out to the customer, Grand Design has offered to send a ladder at no charge. This would be done as a goodwill gesture for in the brochure it specifically states that Grand Design reserves the right to make changes to our product.
Sincerely,
[redacted]
Consumer Affairs
XXX-XXX-XXXX [redacted]
Initial Business Response /* (1000, 5, 2016/12/01) */
Please see the attached file. This letter is intended to update the Revdex.com and not to be used as the final resolution.
Initial Consumer Rebuttal /* (4200, 15, 2017/01/10) */
This offer from Grand Design is not acceptable. What are my options...
and how should I proceed?
From: [redacted] mailto:[redacted]@granddesignrv.com
Sent: [redacted] January 05, XXXX X:XX PM
To: [redacted]
Subject: RE: [redacted]-XXXXX
Good afternoon [redacted],
I apologize, I should have made that a bit more clear. Grand Design would be offering 1/2 of the original brake job and 1/2 of the second brake job. That being said, I cannot submit payment until a signed invoice of the second repair is received. Please let me know how you would like to proceed.
[redacted]
Grand Design RV
Consumer Affairs
XXX-XXX-XXXX ext [redacted]
XXX-XXX-XXXX-Fax
Final Consumer Response /* (2000, 24, 2017/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Grand Design's offer to reimburse the first brake job and the second one, as well. I [redacted] schedule the second job this week and submit the paid invoice to them. The job [redacted] be done by Andy Mohr Ford in Plainfield, IN, as agreed.
Final Business Response /* (4000, 22, 2017/01/23) */
Re: Revdex.com Case Number XXXXXXXX
Grand Design RV has reviewed this complaint once more. Although we do not have substantial evidence to prove that a warranty failure caused the failure within the break assembly of the towing vehicle, Grand Design has agreed to cover the full cost of the brake repair. Because it is stated in the Owner’s Manual that residual failures are not covered under warranty, this will be done as a goodwill gesture. Once a signed invoice is obtained from the customer from a public mechanic, reimbursement will be submitted.
Sincerely,
[redacted]
Consumer Affairs
Grand Design RV
Ph: XXX-XXX-XXXX ext [redacted]
Initial Business Response /* (1000, 5, 2016/03/17) */
Contact Name and Title: [redacted] - VP
Contact Phone: XXX-XXX-XXXX x-2008
Contact Email: [redacted]@granddesignrv.com
Thank you for your notice regarding our retail customer [redacted]. Grand Design contacted Mr. [redacted] today to...
discuss his concerns as stated above. Grand Design has agreed to reimburse Mr. [redacted] for all out-of-pocket expenses for repairs performed at his expense. In addition we agreed to offer him a new full 1-Year Base Limited Warranty effective immediately. Finally we provided him with information on a local independent RV repair service that he can use in the future should he require future repairs. Mr. [redacted] was appreciative of the contact and accepted our offer of reimbursement and a new warranty. He is presently satisfied with this course of action.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] reached out to me and I am satisfied with his offer. It seems as the dealership may have more to do with my troubles than Grand Design, but [redacted] has agreed to correct the motor issues for the slides and also cover my RV for an additional year for any warrantable repairs needed.
Initial Business Response /* (1000, 5, 2017/10/10) */
Contact Name and Title: Mel [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@granddesignrv.com
Dear [redacted]:
Thank you for writing regarding your Grand Design. We are very sorry to read of the difficulties you have...
encountered. Please send me an e-mail at [redacted]@granddesignrv.com and include the 17 digit serial number of your RV. It will begin with 573. Once I get that information I will be able to research your file and see if I can help.
Thank you again for writing. I hope to hear back from you soon.
Mel [redacted]
Customer Affairs Manager