Initial Business Response /* (1000, 5, 2017/12/15) */
This response is in reference to the letter received from your office dated December 11th, concerning a North Trail 3ORKDD VIN # *** registered to *** *** and purchased on March 3rd, with a year warranty
With
review of the customer file we show a claim filed in reference to the customer's complaintIn that claim it was stated there was a soft spot present along with photos and in our research we found the concern to be normalAt this time coverage had been declinedThis information was relayed back to the customer in a phone conversation on December 8th,
This unit has a laminated roof system and in the roof there will be areas of deflection as the result of wire chasesBased off the present information we would respectfully decline the customer's request to have the roof repaired or product replaced
Initial Consumer Rebuttal /* (2000, 7, 2017/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/09/11) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated September 6th, concerning the Pioneer BHVIN # ***This unit was purchased on May
3, from Camping World RV with a one year warranty
Camping World has submitted a claim for repairs to Mr***'s unitWe have contacted them to discuss the needed repairs on the unitPer our discussion with them today we have authorized for the slide floor of the RV to be replacedThey will order the necessary parts and complete the needed repairs on the unit
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2017/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2017/05/15) */
*** ***
Dispute Resolution Services Revdex.com
Parnell Ave
Fort Wayne, IN XXXXX
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from
your office dated May 9, concerning the North Trail 28BRS V1N #5SFNB3129FEXXXXXXThis unit was purchased on March 5th, from Sullivan RV with a one year warranty
Heartland RV was contacted by the customer on May tst about a reoccurring leak issueAt that time, we directed her to have the unit inspected by her selling dealer Sullivan RVWe noted to her that the unit was currently out of warranty, but we would review this for possible coverage under warrantyWe have also had contact with Sullivan RV on May 5th to discuss this issueHeartland RV is willing to inspect the unit at our service center provided the customer bring the unit to usWe would request that she contact us to arrange an appointment dateThis information will be noted under the unit's VIN number in our system
Heartland RV will respectfully decline Mrs***'s request to buy back her unit
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Under the federal lemon RV lemon law the unit is considered a lemon if it has been in for the same issue multiple times without it problem being fixed or if it has taken an extended amount of time to get fixedThis falls under bothI have rightsI will be contacting a lawyer next
Initial Business Response /* (1000, 5, 2017/07/11) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated July 6th, concerning the Mallard MVIN # 58ENBXXXXXEXXXXXXThis unit was purchased on May 11th,
from Camping World RV with a one year warranty
In review of the information submitted by Mr*** we show the customer made contact with us on 6/22/This was in reference to ongoing issues that they had previously noted with Heartland back in August of Per that call Heartland directed the customer to take his unit to a dealer and we would work with them to address the issues they previously Doted prior to their warranty expiringIf there are other issues outside of the previously noted issues from August of Heartland RV will review those and if they are related to the manufacturing of the unit we will honor those under warranty
Heartland RV will respectfully decline the customer's request to repurchase his unitSirely,
*** ***
Heartland Customer Service
*** *** *** *** ** XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2017/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 18, 2017/08/16) */
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated August 81, concerning the Mallard MV1N # 5SFNB3423GEXXXXXXThis unit was purchased on May 111, from Camping World RV with a one year warranty
Heartland RV has made contact with Mr*** today August We are working with him to schedule an appointment to have his unit repaired here at our service centerPer our conversation Mr*** is good with this course of action to address the issues he has with his RV,
*** *** *** *** ** XXXXX
Final Consumer Response /* (2000, 20, 2017/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: Jim ***
James ***
Heartland RV Customer Service
Dexter Drive
Elkhart, IN
August 11,
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
Parnell Ave
Fort
Wayne, IN XXXXX
RE: Case # XXXXXXXX
Dear Maria Anciani-Dutt:
This letter is in response to the letter received from your office on July 30, regarding *** *** Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX
Mr*** has taken possession of his unit from Camping World after the repairs were made to the shower baseAt this point neither Camping World nor Heartland have received any feedback from the customer stating that the repairs had failedIf the repairs have failed Heartland has an open offer to pay Camping World to replace the shower base and install extra bracing under the new base
Please have Mr*** reply with whether the repair was successfulIf the repairs were not successful explain what has failedThe customer can take the unit back to Camping World for full inspectionHeartland will ship the new base to Camping World prior to the inspection to prevent any lost time or delays and Heartland will work with Camping World to change the shower base
Sincerely,
*** ***
Heartland Customer Service
Dexter Drive Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"the definition of insanity is doing the same thing over and over and expecting different results"-EinsteinI have no interest in yet another repair attempt from either Heartland, Camping World or Mr***Documentation of previous dialogue with the above and myself and the WVAGO will be mailed USPS to your office promptlyI have followed almost identical instructions before regarding the shower drain issue, to no availDocumentation to follow
Final Consumer Response /* (4200, 13, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NOPEthe requirements of Magnason-Moss have more than been satisfied*** *** regardless of location has shown me nothing but incompetence and each time I get it back from a Camping World and Heartland "working with the dealer to resolve this issue" not only does THAT repair fail but I find something else wrong with the RVSlide out leak NOT fixed even though a 1" gap can be easily seen and the shower faucet valves were installed upside downSo NO I am still uninterested in YET ANOTHER REPAIR ATTEMPTI want a full purchase price refund for this unmitigated disaster Heartland has put their name on and released from their production facilityI feel compelled to inform that the following govt agencies have/will be notified about the performance of this product and it's manufacturer/dealer...NTSB, EPA, and FBI
Final Business Response /* (4000, 11, 2015/08/24) */
James ***
Heartland RV Customer Service
Dexter Drive
Elkhart, IN
August 24,
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
Parnell Ave
Fort Wayne, IN
RE: Case # XXXXXXXX
Dear *** ***
This letter is in response to the letter received from your office on July 30, regarding *** *** Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX
Mr*** has taken possession of his unit from *** *** after the repairs were made to the shower baseOur only offer to Mr*** is to not attempt a repair on the shower base rather replace itHeartland is not going to replace the RV, we are going to work with Camping World to resolve the warranty concerns Mr*** is claiming are present
Please let us know if the shower base is leaking so Heartland can get the new base shipped to Camping World and the unit scheduled in for the replacement
Sincerely,
*** ***
Heartland Customer Service
Initial Business Response /* (1000, 9, 2016/02/08) */
This response is in reference to the letter received from your office dated January 2811\ concerning the Road Warrior 420RW VIN #5SFCG4434FEXXXXXXThis unit was purchased on February 711\ from Motor
Home Specialist in Alvarado,
Texas with a one year warranty
Mr*** contacted Heartland RV on 11/2/about still having an issue with the speakers in his unit
At that time, the customer thought that the cause was the radio unit in the rear of his RVWe explained that that was a possibility if the main radio was playing correctlyMrArredonado said he would have his servicer look at the rear radio when he took the unit back in for serviceMrArredonado also called and spoke with our director Jim *** as well about the issueMrFenner advised the customer that if this was a wiring issue related to the manufacturing of the RV that we would work with him to get the issue corrected
Heartland RV would direct Mr*** to make an appointment with a dealer or service center in his area to have this issue looked atIfthe servicer/dealer finds the cause of the issue and it's related to the manufacturing of the unitHerutland RV will review their findings and work with them to correct the issue per our warranty guidelines as outlined in the customer's owner's manualIf it is determined that the cause is not related to the wiring or a defective speakerHeartland RV will consider this matter closed and that the unit is built per designHeartland RV will not participate in upgrading or change out the speakers in Mr***'s unit
Initial Consumer Rebuttal /* (3000, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from HeartlandI did ask Explorer USA RV in the Austin, TXarea to look into the issue and they said there was no problems with the equipment or wiringThey informed me that the issue could only be resolved by minimizing the bass controls and lowering the volume, hence the speakers are not rated for the maximum output of the stereo/DVD player in the bunkhouseI explained this to Jim *** and I informed him that this is a quality issue that I believed needed to be looked at by HeartlandHe informed me that he would be looking into this issue but that he would not upgrade the systemI am not asking for an upgradeI want a working system in my RV, one which is compatible on all settingsI feel that I should be able to max out my system if I so desire and enjoy the same quality of sound (whether it's a watt system or watt system) on all settingsI get a crackling noise on my speakers even when I raise the volume less than mid level and that is not acceptable to meWhat happens when the ambient temperature is hot and I have to turn on my loud overhead A/C unit? I need to raise the volume to be able to hear a movie and that results in poor sound quality which is very frustrating
Initial Business Response /* (1000, 5, 2017/07/31) */
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated July 24th, concerning YIN 5SFCGXXXXX-XEXXXXXX Cyclone purchased on 7/12/from Olathe Ford in
Gardner, KS
Since the date of the letter Heartland RV has contacted Mr*** about his issues with his RVWe have agreed to schedule him to bring his unit to Heartland for repairs on August 7thWe will work with Mr*** to address the current issues he has with his RVMr*** was good with this resolution that we have presented to him as a solution to the issues he has had with his RV
Heartland RV will respectfully decline the request to refund his moneyWe will work per our warranty agreement with the customer and repair issues related to the manufacturing of the unit
Sincerely
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2017/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned the RV to Heartland Manufacturing to allow them to attempt repair of the issues caused by their poor manufacturing that rendered this RV to be unreliable, undervalued, and unsafe due to water leaks, subsequent mold, and multiple other manufacturer's structural issuesMy expectation was to receive what I paid for, which was not a refurbished RVThey can fix the RV and resell it, at their discretion, as a refurbished RVI have lost confidence in their product and expect refund and reparations, as allowable by federal and state consumer laws, including my rights under the Magnuson-Moss Warranty ActMaximum reimbursement is sought, acknowledging there is no way to reimburse the thousand+ hours of loss of time (while being repaired) and loss of peace of mind due to a year of mitigating these issues caused by this poorly manufactured productAll issues (and multiple previous attempts at repair) are documented with photos, emails, and receipts
Final Business Response /* (4000, 9, 2017/08/16) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated August 7', concerning V1N 5SFCG4438HEXXXXXX Cyclone purchased on 7/12/from Olathe Ford in Gardner, KS
In review of Mr***'s request we will respectfully decline his request to refund his moneyHis unit is currently at our service center having repairs completed and those should be finalized here shortlyOnce the repairs are completed we will contact Mr*** to go over the repairs that we completed and do a walk through on his unit with himAs a goodwill gesture, Heartland RV will extend the warranty on Mr***'s unit through the remainder of If Mr*** would like to accept this warranty extension he will need to let us know at the time of his walk through at our service center
*** ***
Heartland Customer Service
Initial Business Response /* (1000, 12, 2016/08/03) */
[redacted]
Heartland RV Customer Service
[redacted]
Elkhart, IN XXXXX
July 27th, 2016
[redacted]
Dispute Resolution Services
Revdex.com
[redacted]
Fort Wayne, IN XXXXX
RE: Case ID [redacted]...
[redacted] Anne [redacted]
Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated July 22nd, 2016 concerning the Sundance 267RL VIN # 5SFSG2829GEXXXXXX. This unit was purchased on October 1st, 2015 from [redacted] RV in La Marque, TX with a one year warranty.
Heartland RV is working with and have reached an agreed upon settlement with her and her attorney. Heartland RV has closed this matter.
Sincerely,
[redacted]
Heartland Customer Service
[redacted] Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 14, 2016/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A settlement was reached.
Initial Business Response /* (1000, 9, 2016/09/14) */
This response is in reference to the letter received from your office dated September 9th, 2016 concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXX. This unit was purchased on April 26th, 2016 from McDowell RV South in Jackson, Missouri...
with a one year warranty. Mrs. [redacted] contacted Heartland on June 29th about an issue with her slide out leaking. At that time the unit was going to be taken to their selling dealer to have the issue addressed. We received a second call on June 30th and the customer wanted Heartland to pay to transport the unit to the dealer. We declined that as it's the responsibility of the owner to take the unit in for service. Mrs. [redacted] asked about mobile service and we instructed her we would work with mobile servicer, but she would be responsible for the mobile service call fee. On July 13th she requested if she could bring the unit of Heartland to have the repairs done. At that time, we were unable to accommodate the request to get them in for service until later in the summer. On July 21st Heartland RV received a call from a mobile servicer that was contacted by Mrs. [redacted] about doing the work. We instructed the mobile servicer to send us an estimate for the repairs for review. On August 8th Mrs. [redacted] contacted us again on this issue. At that time, we still had not received the estimate from the mobile servicer. She was copied on a follow-up email to the servicer requesting he send the estimate. Mrs. [redacted] stopped in here at Heartland on 8/24/16 in regards to this and needing parts to have the repairs performed. We made the agreement that we would send them the needed parts to complete the repairs. The orders have shipped and some have delivered to the customer's address. The last order is due to delivery today 9/9/16. We would ask that Mrs. [redacted] find a local RV dealer or service center that is willing to complete the repairs. Please have them call me directly with an estimate to complete necessary repairs.
Sincerely,
[redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2016/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. They lied about us wanting them to pull our camper to dealership, that was never discussed by me or my husband with Heartland.
2. We was not told it would be later in the summer before they could get it in. We was told they were only taking "emergencies" at this time and never gave us a timeline for when they could get it in. When we made the trip to Heartland they told us then it would be end of October before they could get it in.
3. Sure they sent us parts but they were the wrong parts. Example: toilet was leaking and needed a new ring they sent the base of the toilet, light inside door flashes and they sent a part for electric steps which I dont have and we never did receive the pieces for the leveling system.
We have since left and came to my husbands job in Pennsylvania, which we was assured we would have all the parts in time to have it fixed before we came out here, we came out here on 9/8/16. They do NOT live up to their word!!
There is a facebook page called RVERS with issues with heartland products, and I feel so bad for some of the people on there who cannot get help from Heartland with their new RVs, it is sad and sickening that they are allowed to sell people these very expensive vehicles only to have problems and then they dont want to live up to the promised warranty!
When we get back home ours still needs fixed and hopefully by December they will have the right parts sent to us and if not I guess we will have repair man order and pay out of pocket which isnt right but thats what they want you to do. Also they know that the slide outs have flat roofs which is why it leaks, they have argued with us that they have a pitch to them, but its very plain to see in the pictures where water has pooled on them. They also know the whole slide needs to come out because the hole was cut crooked. That was the whole reason for wanting to take it up to Heartland so that they could see it and fix it right.
So the answer is NO I do not accept the letter they sent, because its still not fixed and the parts they sent were a joke and because they lied!!
Thank you,
[redacted]
Final Business Response /* (4000, 14, 2016/10/03) */
This response is in reference to the letter received from your office dated September 20th, 2016 concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXX. This unit was purchased on April 26th, 2016 from McDowell RV South in Jackson, Missouri with a one year warranty. In response to Mrs. [redacted] rebuttal to our letter. We were not contacted by the customer about the parts that were sent being incorrect. If there are items that she received that are incorrect we would direct to call us so, we can get her the correct parts needed to repair the issues. We will get the items shipped out to her and work with a local servicer or dealer to have is issues addressed. Once Mrs. [redacted] has the correct parts she will need to make an appointment to have the repairs completed. We ask that she request the service/dealer call us to go over the repairs that are needed for her Landmark. We will work with that servicer/dealer to get the needed repairs addressed.
Sincerely,
[redacted]
Heartland Customer Service
Initial Business Response /* (1000, 8, 2015/12/09) */
This response is in reference to the letter received from your office dated November 23, 2015 concerning the Torque 325 VIN # [redacted]. This unit was purchased on September 11, 2014 with a 1 year warranty.
Mr. [redacted] contacted...
Heartland on 8-24-15 to discuss the buckling at the top of his sidewall on his unit. At that time, Heartland directed Mr. [redacted] to make an appointment at a dealer or service center to have the issue looked to determine a cause. Mr. [redacted] was able to locate RV Service Center in Byhalia, MS that would be willing to look at the unit. Heartland RV was sent pictures from the servicer of the spots on the customer's unit. We reviewed the information and pictures sent to us. Based on the information sent we are unable to see any defect in manufacturing as the cause. The spots that Mr. [redacted] has on his unit are larger in size and not in one specific area which is normally due to water infiltration.
In our owner's guide there is a section on regular maintenance of the unit. One of the items in this maintenance guide is maintaining of the exterior sealants. Heartland RV recommends that the sealants be inspected and or replaced every 90 days as needed. Based off this schedule there would have need to be three inspections or reseals needed since the date he informed Heartland of the issue. If the maintenance schedule is not followed the issue that Mr. [redacted] is experiencing can happen due to lack of sealant maintenance.
Heartland RV has worked with Mr. [redacted] on his issue and has offered to continue to work with him, if it could be determined that the issue is caused by a manufacturing defect. Based off the information we have been given to this point this issue was not caused by a defect in the manufacturing of the unit Heartland RV will respectfully decline Mr. [redacted]'s request to pay for the repairs, as there is nothing shown at this time that points to the cause being related to the manufacturing of the unit.
Anthony [redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On case #[redacted]
In reference to the response to heartland that they are the only one that said it was water infiltration . For the ones who seen
The camper and look at the sealant of seams was in good shape and that the creak in the bucking side if it had moisture. I was told by service man that they sent pictures before and after tearing into the siding. and call to tell me that it wasn't moisture that cause the separation. I inspected the seals myself and found no creaks I or sign of leaking . Jimmy's Supreme the guy that fixed the siding said they needed to pay. That the separation was caused by seals leaking.
The first dealer at Columbus ms said it was the laminate that was separating and no signs of moisture.Susan and Norris with shop manage of [redacted] and sent email to Heartland. I have picked up rv camper and paid the bill
vin # [redacted]XXXXX
Final Business Response /* (4030, 12, 2015/12/17) */
This response is in reference to the response letter received from your office dated, December 9, 2015 concerning the Torque 325 YIN # [redacted] .
In review of the response from Mr. [redacted], it is stated the people that have inspected his camper they found "the sealant was in good shape." He also states that he inspected the seal himself and "found no cracks or signs of leaking." Mr. [redacted] had Jimmy's Supreme repair the issue and states that they found "the separation was caused by the seals leaking." If the repair facility has deemed that the cause was from the seals leaking this would not be a defect in manufacturing.
As stated, in our first response to Mr. [redacted]'s complaint the exterior seals/sealants after 90 days of ownership are customer maintenance. Based on the cause determined by [redacted] per Mr. [redacted]'s response that the seals were the cause for leaking this would be a customer maintenance issue. In our owner's guide in the maintenance schedule it is recommended to touch up or replace the exterior sealants every 90 days as needed. We make this recommendation to help prevent issues like Mr. [redacted] has experienced.
Heartland RV will consider this a closed matter, since the repair facility has stated per the customer's response "that the separation was caused by the seals leaking
Initial Business Response /* (1000, 5, 2017/11/16) */
Heartland RV has contacted Mr. [redacted] directly in regards to the issue he has with his unit. We have requested that he send some pictures to review for possible coverage under warranty. Per Mr. [redacted] the unit was in the shop and he would have the...
servicer sent the requested information to us to review. Once we receive the requested information Heartland will review and respond directly to Mr. [redacted] with our decision.
Initial Consumer Rebuttal /* (2000, 7, 2017/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept response, but this is not final. They haven't accepted responsibility for a defective product at this point.
Final Consumer Response /* (3000, 13, 2017/12/07) */
[redacted]Document Attached[redacted]
We just received an email from Heartland regarding the construction problems with the trailer. They feel it is not their responsibility even though heads of screws were broken, most likely caused by over torquing during construction. This caused the bar to rise and sealant to deteriorate and fail. We feel it's a reasonable expectation that this should last more than 14 months.
Any of your assistance with this matter would be appreciated. I have attached a copy of Heartland's response.
Initial Business Response /* (1000, 5, 2016/06/20) */
[redacted]
Heartland RV Customer Service
[redacted] Drive
Elkhart, IN XXXXX
June 15th, 2016
[redacted]
Dispute Resolution Services Revdex.com
[redacted]
Fort Wayne, IN XXXXX
RE: Case ID [redacted]...
[redacted] Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated June 14th, 2016 concerning the Cyclone 4200 VIN # 5SFCG4439FEXXXXXX. This unit was purchased on April 6th, 2015 with a 1 year warranty.
Mrs. [redacted] contact Heartland on June 14th, 2016 in regards to a leak at her patio deck door area on her Cyclone. We are currently working with her on a resolution for her leak issue. We have spoken to her about having a local dealer or service center in her area look at the unit. Heartland RV will work with her to repair the issues that are related to the manufacturing of the unit.
[redacted]
Heartland Customer Service
[redacted] Drive Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not fixing the repairs properly, they are putting repairs on RV repair shops that they could have done already, but the RV repair shops know that it will not fix the issue. Hence, this is why I can't get the proper repairs. The whole gasket behind the frame that the patio is leaking and no one can touch it because it compromises the structure of the RV. The "so called" repairs would do nothing but waste my time, and the RV repair shops time. I have told I will not send in my RV again at my expense to have another failed repair done. I was very clear in conversations I wanted the whole problem fixed or replaced.
Initial Business Response /* (1000, 8, 2015/06/04) */
This response is in reference to the letter received from your office dated May 22nd, 2015 concerning the Big Country 365ORL YIN # [redacted]. This unit was purchased on March 11th, 2014 with a 1 year warranty.
Mr. [redacted] contacted...
Heartland on 4-28-14 to discuss the air conditioning in his unit. At that time, Heartland offered Mr. [redacted] two options to get the A/C unit looked at. One option was to take into a dealer or the second option was to have a mobile repair service come to the unit. The customer refused to take the unit into a dealer unless he was reimbursed hotel fees. The customer then refused to have a mobile servicer come out to his unit as he would be responsible for the trip fee. Neither of these fees are covered by our 1 year warranty. It's the customer's responsibility to take the unit into a dealer for service or locate a mobile repair servicer to come to the unit.
Heartland did receive a call back from the customer on 7-1-14 to discuss the a/c issue and some other issues he was having with his unit. At that time, Heartland worked with the customer on locating a mobile repair service to come out to inspect the issues Mr. [redacted] was having. Upon inspection the mobile servicer [redacted] did find an issue with the ducting not being sealed correctly. They resealed the ducting at that time. Heartland paid [redacted] for these repairs under our warranty less the trip charge.
Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. [redacted]. Heartland RV will not be replacing this unit.
Anthony [redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement issued by Heartland is incorrect. I have never refused to take this unit in or call a mobile repair company. They did not find [redacted] repair for me I found it my self. The answer to the A C problems have never been answered correctly. I have had to so much time off from work to deal with the mobile repair and take it in to service center that my job is in jeopardy. This is the reason I have not been able to get my unit in. It is not that I have never refused to take it in. I have more miles on this unit from take it to repair shops that I do in traveling. I have also sent picture of the furniture that is rotting (yes rotting) and have heard no response on this issue. The list of repairs to this unit is ridicules. Heartland seen to have no quality control and it is left up to the owner's to spend there time to make up for the lack for of quality. I can provide the Revdex.com with a long list of problem if necessary.
Final Business Response /* (4030, 19, 2015/06/18) */
This response is in reference to the letter received from your office dated June 5th, 2015 concerning the Big Country 3650RL YIN # [redacted]. This unit was purchased on March 1 lth, 2014 with a 1 year warranty.
As stated in the previous letter sent on June 1st, 2015 Heartland RV has stood behind our product and paid for repairs to be done to correct defects from manufacturing. The issue Mr. [redacted] is having with the A/C it was determined by the mobile servicer [redacted] that the ducting needed to be resealed. Heartland RV paid [redacted] to reseal the ducting less the trip charge. The trip charge is not covered by the one year warranty.
In regards to the issue with his chair Heartland RV received pictures from Mr. [redacted]'s selling dealer [redacted] on June llth, 2015. We have sent those pictures to our furniture supplier for review. Upon review the supplier has determined that the issue he is having is caused from not cleaning the furniture properly. The response from the supplier was sent [redacted]. The supplier did send instructions for cleaning of the furniture which I have attached. Based on the suppliers review of the pictures supplied the issue Mr. [redacted] is having is not related to a manufacturing defect of the product. The one year warranty on the unit covers defects related to manufacturing.
Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. [redacted]. As previously stated, Heartland RV will not be replacing Mr. [redacted]'s unit.
Anthony [redacted]
Heartland Customer Service
This
response is in reference to the letter received from your office dated March 3,
2018 concerning VIN [redacted] Northtrail
3ORKDD purchased on 12/16/2017 from [redacted] in Monroe Washington.Mr. [redacted], Heartland RV, and [redacted] have come
to an agreement to satisfy his...
request. The agreement paperwork is being drawn up and will be sent to [redacted].
They will present to Mr. [redacted] to sign and return to us. Once we receive
the paperwork back Heartland RV will fulfill our part of the agreement.Anthony
[redacted]Heartland
Customer Service
Initial Business Response /* (1000, 8, 2016/02/01) */
See attachment of company's response.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chairs were damaged in the first place from being transported...
to the dealer .and if you see they no longer have that same furniture in any units so that in itself shows that heartland had knowledge about the QUAILTY of the furniture how can it be place on the consumer when it was damage and all furnioture was still strapped in place prior to us using it the first time ,I didn't report it because there was numerous issues to deal with under the waramty and I didn't want to keep taking it back to the dealer
this is not consumer damage this is damage done prior to us using it for enjoyment. the unit was purchased in April of 2015 but due to circumstances A medical condition I was undergoing cancer treatment even at the time of purchase and wasn't able to use the unit until October of 2015 and so I think its out of place for heartland to say I didn't report it in time when I STILL HAVE time left under the one year warranty ! I will hire counsel if need be .I just want a fair resolution . they know the furniture particular style is discontinued because it is [redacted] .the furniture is made by Lippert Industries and they nop longer make or sell that style of furniture why BECAUSE IT IS NO GOOD QUALITY IS PPOR
Initial Business Response /* (1000, 5, 2016/11/07) */
RE: Case ID 26068221 [redacted]
Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated October 31st, 2016 concerning the Mallard M26 VIN # 5SFNB322XGEXXXXXX. This unit was purchased on...
March 19th, 2016 from Camping World RV with a one year warranty. Camping World has submitted a claim to Heartland that has been approved for the warranty repairs. The parts needed for the repairs have shipped out on 10/31/16 via UPS. Camping World is due to get the parts today 11/1/16. As a goodwill gesture to Ms. [redacted], Heartland will extend the warranty on the unit for 5 additional months. This will make the new expiration date 8/19/17. This will allow time for her to use the camper to make sure all of the repairs done have corrected the issues she has experienced. The new expiration date will be updated in our system and noted under her units VIN number.
Sincerely,
[redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have talked to camping world and they have received and replaced all parts except the gray water tank. They said it will not be in until November 15th.
My husband and I appreciate the fact that they are extending the warranty another 5 months which will get us through another camping season hopefully this time without issues.
Thank you.
[redacted] and [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.
Initial Business Response /* (1000, 18, 2015/07/20) */
This response is in reference to the letter received from your office dated June 19th, 2015 concerning the Road Warrior 305RW. This unit was purchased used as is with no warranty from Heartland RV.
:Heartland RV produces the Road Warrior 305RW...
with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units. The tag on the unit states "ST235/85/R16G" this was a mistake when the label was produced.
There would be no coverage for this issue from Heartland as the tires on Mr. Hall's used Road Warrior are correct per our sales brochure. Heartland RV has contacted Mr. Hall and we will be sending him a corrected vehicle identification tag for his unit.
Anthony [redacted]
Heartland Customer Service
2912 Dexter Drive Elkhart, IN 46514
Phone 574-262-8030 Fax 574-206-0910
Initial Consumer Rebuttal /* (3000, 20, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the new sticker from Heartland on July 15th, 2015.
It also calls for a larger tire than the ones installed. Therefore the ones installed are not legal.
The tires on the trailer (originaly installed by Heartland) are size ST235/80/R16 E. This is clearly stated in my complaint.
The original sticker on the trailer states size ST235/85/R16 G.
The new sticker states size ST235/85/R16 E.
Their letter states that because the trailer was purchased used it is void of any warranty. As I have stated before, I believe this to be a defect issue.
The second paragraph of Heartland's letter states "Heartland RV produces the Road Warrior 305RW with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units". This proves I have a legitimate grievance. The original sticker, the new sticker and their brochure all call for larger tires than what was installed.
Please let me know what you think.
Thanks again for your time,
[redacted]
Final Consumer Response /* (4200, 29, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pretty safe to assume mine was not the only trailer with an incorrect sticker. Is heartland aware of other trailers like mine? If so, in the interest of good customer service, are they going to issue a recall or at least make an attempt to contact these owners so they do not experience the same inconvenience I have?? I would like an answer to this question before I consider accepting their resolution. Thank you.
Final Business Response /* (4030, 32, 2015/09/01) */
This response is in reference to the letter received from your office dated July 28th, 2015 concerning the Road Warrior 305RW.
The information that Mr.[redacted] is requesting can be found on our web site. The website address is www.heartlandrvs.com. He will need to click on toy hauler section and then the brand .Road Warrior. From there Mr. [redacted] will be able to access his floorplan 305RW and under the specifications section it will list out the tires that we install on the 305RW.
Anthony [redacted]
Heartland Customer Service
Initial Business Response /* (1000, 5, 2017/12/15) */
This response is in reference to the letter received from your office dated December 11th, concerning a North Trail 3ORKDD VIN # *** registered to *** *** and purchased on March 3rd, with a year warranty
With
review of the customer file we show a claim filed in reference to the customer's complaintIn that claim it was stated there was a soft spot present along with photos and in our research we found the concern to be normalAt this time coverage had been declinedThis information was relayed back to the customer in a phone conversation on December 8th,
This unit has a laminated roof system and in the roof there will be areas of deflection as the result of wire chasesBased off the present information we would respectfully decline the customer's request to have the roof repaired or product replaced
Initial Consumer Rebuttal /* (2000, 7, 2017/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/09/11) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated September 6th, concerning the Pioneer BHVIN # ***This unit was purchased on May
3, from Camping World RV with a one year warranty
Camping World has submitted a claim for repairs to Mr***'s unitWe have contacted them to discuss the needed repairs on the unitPer our discussion with them today we have authorized for the slide floor of the RV to be replacedThey will order the necessary parts and complete the needed repairs on the unit
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2017/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2017/05/15) */
*** ***
Dispute Resolution Services Revdex.com
Parnell Ave
Fort Wayne, IN XXXXX
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from
your office dated May 9, concerning the North Trail 28BRS V1N #5SFNB3129FEXXXXXXThis unit was purchased on March 5th, from Sullivan RV with a one year warranty
Heartland RV was contacted by the customer on May tst about a reoccurring leak issueAt that time, we directed her to have the unit inspected by her selling dealer Sullivan RVWe noted to her that the unit was currently out of warranty, but we would review this for possible coverage under warrantyWe have also had contact with Sullivan RV on May 5th to discuss this issueHeartland RV is willing to inspect the unit at our service center provided the customer bring the unit to usWe would request that she contact us to arrange an appointment dateThis information will be noted under the unit's VIN number in our system
Heartland RV will respectfully decline Mrs***'s request to buy back her unit
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Under the federal lemon RV lemon law the unit is considered a lemon if it has been in for the same issue multiple times without it problem being fixed or if it has taken an extended amount of time to get fixedThis falls under bothI have rightsI will be contacting a lawyer next
Initial Business Response /* (1000, 5, 2017/07/11) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated July 6th, concerning the Mallard MVIN # 58ENBXXXXXEXXXXXXThis unit was purchased on May 11th,
from Camping World RV with a one year warranty
In review of the information submitted by Mr*** we show the customer made contact with us on 6/22/This was in reference to ongoing issues that they had previously noted with Heartland back in August of Per that call Heartland directed the customer to take his unit to a dealer and we would work with them to address the issues they previously Doted prior to their warranty expiringIf there are other issues outside of the previously noted issues from August of Heartland RV will review those and if they are related to the manufacturing of the unit we will honor those under warranty
Heartland RV will respectfully decline the customer's request to repurchase his unitSirely,
*** ***
Heartland Customer Service
*** *** *** *** ** XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2017/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 18, 2017/08/16) */
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated August 81, concerning the Mallard MV1N # 5SFNB3423GEXXXXXXThis unit was purchased on May 111, from Camping World RV with a one year warranty
Heartland RV has made contact with Mr*** today August We are working with him to schedule an appointment to have his unit repaired here at our service centerPer our conversation Mr*** is good with this course of action to address the issues he has with his RV,
*** *** *** *** ** XXXXX
Final Consumer Response /* (2000, 20, 2017/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/11/22) */
See attachment of company's response
Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: Jim ***
James ***
Heartland RV Customer Service
Dexter Drive
Elkhart, IN
August 11,
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
Parnell Ave
Fort
Wayne, IN XXXXX
RE: Case # XXXXXXXX
Dear Maria Anciani-Dutt:
This letter is in response to the letter received from your office on July 30, regarding *** *** Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX
Mr*** has taken possession of his unit from Camping World after the repairs were made to the shower baseAt this point neither Camping World nor Heartland have received any feedback from the customer stating that the repairs had failedIf the repairs have failed Heartland has an open offer to pay Camping World to replace the shower base and install extra bracing under the new base
Please have Mr*** reply with whether the repair was successfulIf the repairs were not successful explain what has failedThe customer can take the unit back to Camping World for full inspectionHeartland will ship the new base to Camping World prior to the inspection to prevent any lost time or delays and Heartland will work with Camping World to change the shower base
Sincerely,
*** ***
Heartland Customer Service
Dexter Drive Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"the definition of insanity is doing the same thing over and over and expecting different results"-EinsteinI have no interest in yet another repair attempt from either Heartland, Camping World or Mr***Documentation of previous dialogue with the above and myself and the WVAGO will be mailed USPS to your office promptlyI have followed almost identical instructions before regarding the shower drain issue, to no availDocumentation to follow
Final Consumer Response /* (4200, 13, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NOPEthe requirements of Magnason-Moss have more than been satisfied*** *** regardless of location has shown me nothing but incompetence and each time I get it back from a Camping World and Heartland "working with the dealer to resolve this issue" not only does THAT repair fail but I find something else wrong with the RVSlide out leak NOT fixed even though a 1" gap can be easily seen and the shower faucet valves were installed upside downSo NO I am still uninterested in YET ANOTHER REPAIR ATTEMPTI want a full purchase price refund for this unmitigated disaster Heartland has put their name on and released from their production facilityI feel compelled to inform that the following govt agencies have/will be notified about the performance of this product and it's manufacturer/dealer...NTSB, EPA, and FBI
Final Business Response /* (4000, 11, 2015/08/24) */
James ***
Heartland RV Customer Service
Dexter Drive
Elkhart, IN
August 24,
*** ***
Dispute Resolution Services
Revdex.com of Northern Indiana
Parnell Ave
Fort Wayne, IN
RE: Case # XXXXXXXX
Dear *** ***
This letter is in response to the letter received from your office on July 30, regarding *** *** Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX
Mr*** has taken possession of his unit from *** *** after the repairs were made to the shower baseOur only offer to Mr*** is to not attempt a repair on the shower base rather replace itHeartland is not going to replace the RV, we are going to work with Camping World to resolve the warranty concerns Mr*** is claiming are present
Please let us know if the shower base is leaking so Heartland can get the new base shipped to Camping World and the unit scheduled in for the replacement
Sincerely,
*** ***
Heartland Customer Service
Initial Business Response /* (1000, 9, 2016/02/08) */
This response is in reference to the letter received from your office dated January 2811\ concerning the Road Warrior 420RW VIN #5SFCG4434FEXXXXXXThis unit was purchased on February 711\ from Motor
Home Specialist in Alvarado,
Texas with a one year warranty
Mr*** contacted Heartland RV on 11/2/about still having an issue with the speakers in his unit
At that time, the customer thought that the cause was the radio unit in the rear of his RVWe explained that that was a possibility if the main radio was playing correctlyMrArredonado said he would have his servicer look at the rear radio when he took the unit back in for serviceMrArredonado also called and spoke with our director Jim *** as well about the issueMrFenner advised the customer that if this was a wiring issue related to the manufacturing of the RV that we would work with him to get the issue corrected
Heartland RV would direct Mr*** to make an appointment with a dealer or service center in his area to have this issue looked atIfthe servicer/dealer finds the cause of the issue and it's related to the manufacturing of the unitHerutland RV will review their findings and work with them to correct the issue per our warranty guidelines as outlined in the customer's owner's manualIf it is determined that the cause is not related to the wiring or a defective speakerHeartland RV will consider this matter closed and that the unit is built per designHeartland RV will not participate in upgrading or change out the speakers in Mr***'s unit
Initial Consumer Rebuttal /* (3000, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from HeartlandI did ask Explorer USA RV in the Austin, TXarea to look into the issue and they said there was no problems with the equipment or wiringThey informed me that the issue could only be resolved by minimizing the bass controls and lowering the volume, hence the speakers are not rated for the maximum output of the stereo/DVD player in the bunkhouseI explained this to Jim *** and I informed him that this is a quality issue that I believed needed to be looked at by HeartlandHe informed me that he would be looking into this issue but that he would not upgrade the systemI am not asking for an upgradeI want a working system in my RV, one which is compatible on all settingsI feel that I should be able to max out my system if I so desire and enjoy the same quality of sound (whether it's a watt system or watt system) on all settingsI get a crackling noise on my speakers even when I raise the volume less than mid level and that is not acceptable to meWhat happens when the ambient temperature is hot and I have to turn on my loud overhead A/C unit? I need to raise the volume to be able to hear a movie and that results in poor sound quality which is very frustrating
Initial Business Response /* (1000, 5, 2017/07/31) */
RE: Case ID *** *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated July 24th, concerning YIN 5SFCGXXXXX-XEXXXXXX Cyclone purchased on 7/12/from Olathe Ford in
Gardner, KS
Since the date of the letter Heartland RV has contacted Mr*** about his issues with his RVWe have agreed to schedule him to bring his unit to Heartland for repairs on August 7thWe will work with Mr*** to address the current issues he has with his RVMr*** was good with this resolution that we have presented to him as a solution to the issues he has had with his RV
Heartland RV will respectfully decline the request to refund his moneyWe will work per our warranty agreement with the customer and repair issues related to the manufacturing of the unit
Sincerely
*** ***
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2017/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have returned the RV to Heartland Manufacturing to allow them to attempt repair of the issues caused by their poor manufacturing that rendered this RV to be unreliable, undervalued, and unsafe due to water leaks, subsequent mold, and multiple other manufacturer's structural issuesMy expectation was to receive what I paid for, which was not a refurbished RVThey can fix the RV and resell it, at their discretion, as a refurbished RVI have lost confidence in their product and expect refund and reparations, as allowable by federal and state consumer laws, including my rights under the Magnuson-Moss Warranty ActMaximum reimbursement is sought, acknowledging there is no way to reimburse the thousand+ hours of loss of time (while being repaired) and loss of peace of mind due to a year of mitigating these issues caused by this poorly manufactured productAll issues (and multiple previous attempts at repair) are documented with photos, emails, and receipts
Final Business Response /* (4000, 9, 2017/08/16) */
RE: Case ID *** *** Dear: Mrs***
This response is in reference to the letter received from your office dated August 7', concerning V1N 5SFCG4438HEXXXXXX Cyclone purchased on 7/12/from Olathe Ford in Gardner, KS
In review of Mr***'s request we will respectfully decline his request to refund his moneyHis unit is currently at our service center having repairs completed and those should be finalized here shortlyOnce the repairs are completed we will contact Mr*** to go over the repairs that we completed and do a walk through on his unit with himAs a goodwill gesture, Heartland RV will extend the warranty on Mr***'s unit through the remainder of If Mr*** would like to accept this warranty extension he will need to let us know at the time of his walk through at our service center
*** ***
Heartland Customer Service
Initial Business Response /* (1000, 8, 2016/09/14) */
See attachment of company's response.
Initial Business Response /* (1000, 12, 2016/08/03) */
[redacted]
Heartland RV Customer Service
[redacted]
Elkhart, IN XXXXX
July 27th, 2016
[redacted]
Dispute Resolution Services
Revdex.com
[redacted]
Fort Wayne, IN XXXXX
RE: Case ID [redacted]...
[redacted] Anne [redacted]
Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated July 22nd, 2016 concerning the Sundance 267RL VIN # 5SFSG2829GEXXXXXX. This unit was purchased on October 1st, 2015 from [redacted] RV in La Marque, TX with a one year warranty.
Heartland RV is working with and have reached an agreed upon settlement with her and her attorney. Heartland RV has closed this matter.
Sincerely,
[redacted]
Heartland Customer Service
[redacted] Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 14, 2016/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A settlement was reached.
Initial Business Response /* (1000, 9, 2016/09/14) */
This response is in reference to the letter received from your office dated September 9th, 2016 concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXX. This unit was purchased on April 26th, 2016 from McDowell RV South in Jackson, Missouri...
with a one year warranty. Mrs. [redacted] contacted Heartland on June 29th about an issue with her slide out leaking. At that time the unit was going to be taken to their selling dealer to have the issue addressed. We received a second call on June 30th and the customer wanted Heartland to pay to transport the unit to the dealer. We declined that as it's the responsibility of the owner to take the unit in for service. Mrs. [redacted] asked about mobile service and we instructed her we would work with mobile servicer, but she would be responsible for the mobile service call fee. On July 13th she requested if she could bring the unit of Heartland to have the repairs done. At that time, we were unable to accommodate the request to get them in for service until later in the summer. On July 21st Heartland RV received a call from a mobile servicer that was contacted by Mrs. [redacted] about doing the work. We instructed the mobile servicer to send us an estimate for the repairs for review. On August 8th Mrs. [redacted] contacted us again on this issue. At that time, we still had not received the estimate from the mobile servicer. She was copied on a follow-up email to the servicer requesting he send the estimate. Mrs. [redacted] stopped in here at Heartland on 8/24/16 in regards to this and needing parts to have the repairs performed. We made the agreement that we would send them the needed parts to complete the repairs. The orders have shipped and some have delivered to the customer's address. The last order is due to delivery today 9/9/16. We would ask that Mrs. [redacted] find a local RV dealer or service center that is willing to complete the repairs. Please have them call me directly with an estimate to complete necessary repairs.
Sincerely,
[redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 11, 2016/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. They lied about us wanting them to pull our camper to dealership, that was never discussed by me or my husband with Heartland.
2. We was not told it would be later in the summer before they could get it in. We was told they were only taking "emergencies" at this time and never gave us a timeline for when they could get it in. When we made the trip to Heartland they told us then it would be end of October before they could get it in.
3. Sure they sent us parts but they were the wrong parts. Example: toilet was leaking and needed a new ring they sent the base of the toilet, light inside door flashes and they sent a part for electric steps which I dont have and we never did receive the pieces for the leveling system.
We have since left and came to my husbands job in Pennsylvania, which we was assured we would have all the parts in time to have it fixed before we came out here, we came out here on 9/8/16. They do NOT live up to their word!!
There is a facebook page called RVERS with issues with heartland products, and I feel so bad for some of the people on there who cannot get help from Heartland with their new RVs, it is sad and sickening that they are allowed to sell people these very expensive vehicles only to have problems and then they dont want to live up to the promised warranty!
When we get back home ours still needs fixed and hopefully by December they will have the right parts sent to us and if not I guess we will have repair man order and pay out of pocket which isnt right but thats what they want you to do. Also they know that the slide outs have flat roofs which is why it leaks, they have argued with us that they have a pitch to them, but its very plain to see in the pictures where water has pooled on them. They also know the whole slide needs to come out because the hole was cut crooked. That was the whole reason for wanting to take it up to Heartland so that they could see it and fix it right.
So the answer is NO I do not accept the letter they sent, because its still not fixed and the parts they sent were a joke and because they lied!!
Thank you,
[redacted]
Final Business Response /* (4000, 14, 2016/10/03) */
This response is in reference to the letter received from your office dated September 20th, 2016 concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXX. This unit was purchased on April 26th, 2016 from McDowell RV South in Jackson, Missouri with a one year warranty. In response to Mrs. [redacted] rebuttal to our letter. We were not contacted by the customer about the parts that were sent being incorrect. If there are items that she received that are incorrect we would direct to call us so, we can get her the correct parts needed to repair the issues. We will get the items shipped out to her and work with a local servicer or dealer to have is issues addressed. Once Mrs. [redacted] has the correct parts she will need to make an appointment to have the repairs completed. We ask that she request the service/dealer call us to go over the repairs that are needed for her Landmark. We will work with that servicer/dealer to get the needed repairs addressed.
Sincerely,
[redacted]
Heartland Customer Service
Initial Business Response /* (1000, 8, 2015/12/09) */
This response is in reference to the letter received from your office dated November 23, 2015 concerning the Torque 325 VIN # [redacted]. This unit was purchased on September 11, 2014 with a 1 year warranty.
Mr. [redacted] contacted...
Heartland on 8-24-15 to discuss the buckling at the top of his sidewall on his unit. At that time, Heartland directed Mr. [redacted] to make an appointment at a dealer or service center to have the issue looked to determine a cause. Mr. [redacted] was able to locate RV Service Center in Byhalia, MS that would be willing to look at the unit. Heartland RV was sent pictures from the servicer of the spots on the customer's unit. We reviewed the information and pictures sent to us. Based on the information sent we are unable to see any defect in manufacturing as the cause. The spots that Mr. [redacted] has on his unit are larger in size and not in one specific area which is normally due to water infiltration.
In our owner's guide there is a section on regular maintenance of the unit. One of the items in this maintenance guide is maintaining of the exterior sealants. Heartland RV recommends that the sealants be inspected and or replaced every 90 days as needed. Based off this schedule there would have need to be three inspections or reseals needed since the date he informed Heartland of the issue. If the maintenance schedule is not followed the issue that Mr. [redacted] is experiencing can happen due to lack of sealant maintenance.
Heartland RV has worked with Mr. [redacted] on his issue and has offered to continue to work with him, if it could be determined that the issue is caused by a manufacturing defect. Based off the information we have been given to this point this issue was not caused by a defect in the manufacturing of the unit Heartland RV will respectfully decline Mr. [redacted]'s request to pay for the repairs, as there is nothing shown at this time that points to the cause being related to the manufacturing of the unit.
Anthony [redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On case #[redacted]
In reference to the response to heartland that they are the only one that said it was water infiltration . For the ones who seen
The camper and look at the sealant of seams was in good shape and that the creak in the bucking side if it had moisture. I was told by service man that they sent pictures before and after tearing into the siding. and call to tell me that it wasn't moisture that cause the separation. I inspected the seals myself and found no creaks I or sign of leaking . Jimmy's Supreme the guy that fixed the siding said they needed to pay. That the separation was caused by seals leaking.
The first dealer at Columbus ms said it was the laminate that was separating and no signs of moisture.Susan and Norris with shop manage of [redacted] and sent email to Heartland. I have picked up rv camper and paid the bill
vin # [redacted]XXXXX
Final Business Response /* (4030, 12, 2015/12/17) */
This response is in reference to the response letter received from your office dated, December 9, 2015 concerning the Torque 325 YIN # [redacted] .
In review of the response from Mr. [redacted], it is stated the people that have inspected his camper they found "the sealant was in good shape." He also states that he inspected the seal himself and "found no cracks or signs of leaking." Mr. [redacted] had Jimmy's Supreme repair the issue and states that they found "the separation was caused by the seals leaking." If the repair facility has deemed that the cause was from the seals leaking this would not be a defect in manufacturing.
As stated, in our first response to Mr. [redacted]'s complaint the exterior seals/sealants after 90 days of ownership are customer maintenance. Based on the cause determined by [redacted] per Mr. [redacted]'s response that the seals were the cause for leaking this would be a customer maintenance issue. In our owner's guide in the maintenance schedule it is recommended to touch up or replace the exterior sealants every 90 days as needed. We make this recommendation to help prevent issues like Mr. [redacted] has experienced.
Heartland RV will consider this a closed matter, since the repair facility has stated per the customer's response "that the separation was caused by the seals leaking
Initial Business Response /* (1000, 5, 2017/11/16) */
Heartland RV has contacted Mr. [redacted] directly in regards to the issue he has with his unit. We have requested that he send some pictures to review for possible coverage under warranty. Per Mr. [redacted] the unit was in the shop and he would have the...
servicer sent the requested information to us to review. Once we receive the requested information Heartland will review and respond directly to Mr. [redacted] with our decision.
Initial Consumer Rebuttal /* (2000, 7, 2017/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept response, but this is not final. They haven't accepted responsibility for a defective product at this point.
Final Consumer Response /* (3000, 13, 2017/12/07) */
[redacted]Document Attached[redacted]
We just received an email from Heartland regarding the construction problems with the trailer. They feel it is not their responsibility even though heads of screws were broken, most likely caused by over torquing during construction. This caused the bar to rise and sealant to deteriorate and fail. We feel it's a reasonable expectation that this should last more than 14 months.
Any of your assistance with this matter would be appreciated. I have attached a copy of Heartland's response.
Initial Business Response /* (1000, 5, 2016/06/20) */
[redacted]
Heartland RV Customer Service
[redacted] Drive
Elkhart, IN XXXXX
June 15th, 2016
[redacted]
Dispute Resolution Services Revdex.com
[redacted]
Fort Wayne, IN XXXXX
RE: Case ID [redacted]...
[redacted] Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated June 14th, 2016 concerning the Cyclone 4200 VIN # 5SFCG4439FEXXXXXX. This unit was purchased on April 6th, 2015 with a 1 year warranty.
Mrs. [redacted] contact Heartland on June 14th, 2016 in regards to a leak at her patio deck door area on her Cyclone. We are currently working with her on a resolution for her leak issue. We have spoken to her about having a local dealer or service center in her area look at the unit. Heartland RV will work with her to repair the issues that are related to the manufacturing of the unit.
[redacted]
Heartland Customer Service
[redacted] Drive Elkhart, IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not fixing the repairs properly, they are putting repairs on RV repair shops that they could have done already, but the RV repair shops know that it will not fix the issue. Hence, this is why I can't get the proper repairs. The whole gasket behind the frame that the patio is leaking and no one can touch it because it compromises the structure of the RV. The "so called" repairs would do nothing but waste my time, and the RV repair shops time. I have told I will not send in my RV again at my expense to have another failed repair done. I was very clear in conversations I wanted the whole problem fixed or replaced.
Initial Business Response /* (1000, 8, 2015/06/04) */
This response is in reference to the letter received from your office dated May 22nd, 2015 concerning the Big Country 365ORL YIN # [redacted]. This unit was purchased on March 11th, 2014 with a 1 year warranty.
Mr. [redacted] contacted...
Heartland on 4-28-14 to discuss the air conditioning in his unit. At that time, Heartland offered Mr. [redacted] two options to get the A/C unit looked at. One option was to take into a dealer or the second option was to have a mobile repair service come to the unit. The customer refused to take the unit into a dealer unless he was reimbursed hotel fees. The customer then refused to have a mobile servicer come out to his unit as he would be responsible for the trip fee. Neither of these fees are covered by our 1 year warranty. It's the customer's responsibility to take the unit into a dealer for service or locate a mobile repair servicer to come to the unit.
Heartland did receive a call back from the customer on 7-1-14 to discuss the a/c issue and some other issues he was having with his unit. At that time, Heartland worked with the customer on locating a mobile repair service to come out to inspect the issues Mr. [redacted] was having. Upon inspection the mobile servicer [redacted] did find an issue with the ducting not being sealed correctly. They resealed the ducting at that time. Heartland paid [redacted] for these repairs under our warranty less the trip charge.
Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. [redacted]. Heartland RV will not be replacing this unit.
Anthony [redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement issued by Heartland is incorrect. I have never refused to take this unit in or call a mobile repair company. They did not find [redacted] repair for me I found it my self. The answer to the A C problems have never been answered correctly. I have had to so much time off from work to deal with the mobile repair and take it in to service center that my job is in jeopardy. This is the reason I have not been able to get my unit in. It is not that I have never refused to take it in. I have more miles on this unit from take it to repair shops that I do in traveling. I have also sent picture of the furniture that is rotting (yes rotting) and have heard no response on this issue. The list of repairs to this unit is ridicules. Heartland seen to have no quality control and it is left up to the owner's to spend there time to make up for the lack for of quality. I can provide the Revdex.com with a long list of problem if necessary.
Final Business Response /* (4030, 19, 2015/06/18) */
This response is in reference to the letter received from your office dated June 5th, 2015 concerning the Big Country 3650RL YIN # [redacted]. This unit was purchased on March 1 lth, 2014 with a 1 year warranty.
As stated in the previous letter sent on June 1st, 2015 Heartland RV has stood behind our product and paid for repairs to be done to correct defects from manufacturing. The issue Mr. [redacted] is having with the A/C it was determined by the mobile servicer [redacted] that the ducting needed to be resealed. Heartland RV paid [redacted] to reseal the ducting less the trip charge. The trip charge is not covered by the one year warranty.
In regards to the issue with his chair Heartland RV received pictures from Mr. [redacted]'s selling dealer [redacted] on June llth, 2015. We have sent those pictures to our furniture supplier for review. Upon review the supplier has determined that the issue he is having is caused from not cleaning the furniture properly. The response from the supplier was sent [redacted]. The supplier did send instructions for cleaning of the furniture which I have attached. Based on the suppliers review of the pictures supplied the issue Mr. [redacted] is having is not related to a manufacturing defect of the product. The one year warranty on the unit covers defects related to manufacturing.
Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. [redacted]. As previously stated, Heartland RV will not be replacing Mr. [redacted]'s unit.
Anthony [redacted]
Heartland Customer Service
This
response is in reference to the letter received from your office dated March 3,
2018 concerning VIN [redacted] Northtrail
3ORKDD purchased on 12/16/2017 from [redacted] in Monroe Washington.Mr. [redacted], Heartland RV, and [redacted] have come
to an agreement to satisfy his...
request. The agreement paperwork is being drawn up and will be sent to [redacted].
They will present to Mr. [redacted] to sign and return to us. Once we receive
the paperwork back Heartland RV will fulfill our part of the agreement.Anthony
[redacted]Heartland
Customer Service
Initial Business Response /* (1000, 8, 2016/02/01) */
See attachment of company's response.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chairs were damaged in the first place from being transported...
to the dealer .and if you see they no longer have that same furniture in any units so that in itself shows that heartland had knowledge about the QUAILTY of the furniture how can it be place on the consumer when it was damage and all furnioture was still strapped in place prior to us using it the first time ,I didn't report it because there was numerous issues to deal with under the waramty and I didn't want to keep taking it back to the dealer
this is not consumer damage this is damage done prior to us using it for enjoyment. the unit was purchased in April of 2015 but due to circumstances A medical condition I was undergoing cancer treatment even at the time of purchase and wasn't able to use the unit until October of 2015 and so I think its out of place for heartland to say I didn't report it in time when I STILL HAVE time left under the one year warranty ! I will hire counsel if need be .I just want a fair resolution . they know the furniture particular style is discontinued because it is [redacted] .the furniture is made by Lippert Industries and they nop longer make or sell that style of furniture why BECAUSE IT IS NO GOOD QUALITY IS PPOR
Initial Business Response /* (1000, 5, 2016/11/07) */
RE: Case ID 26068221 [redacted]
Dear: Mrs. [redacted]
This response is in reference to the letter received from your office dated October 31st, 2016 concerning the Mallard M26 VIN # 5SFNB322XGEXXXXXX. This unit was purchased on...
March 19th, 2016 from Camping World RV with a one year warranty. Camping World has submitted a claim to Heartland that has been approved for the warranty repairs. The parts needed for the repairs have shipped out on 10/31/16 via UPS. Camping World is due to get the parts today 11/1/16. As a goodwill gesture to Ms. [redacted], Heartland will extend the warranty on the unit for 5 additional months. This will make the new expiration date 8/19/17. This will allow time for her to use the camper to make sure all of the repairs done have corrected the issues she has experienced. The new expiration date will be updated in our system and noted under her units VIN number.
Sincerely,
[redacted]
Heartland Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/11/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have talked to camping world and they have received and replaced all parts except the gray water tank. They said it will not be in until November 15th.
My husband and I appreciate the fact that they are extending the warranty another 5 months which will get us through another camping season hopefully this time without issues.
Thank you.
[redacted] and [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.
Initial Business Response /* (1000, 18, 2015/07/20) */
This response is in reference to the letter received from your office dated June 19th, 2015 concerning the Road Warrior 305RW. This unit was purchased used as is with no warranty from Heartland RV.
:Heartland RV produces the Road Warrior 305RW...
with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units. The tag on the unit states "ST235/85/R16G" this was a mistake when the label was produced.
There would be no coverage for this issue from Heartland as the tires on Mr. Hall's used Road Warrior are correct per our sales brochure. Heartland RV has contacted Mr. Hall and we will be sending him a corrected vehicle identification tag for his unit.
Anthony [redacted]
Heartland Customer Service
2912 Dexter Drive Elkhart, IN 46514
Phone 574-262-8030 Fax 574-206-0910
Initial Consumer Rebuttal /* (3000, 20, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the new sticker from Heartland on July 15th, 2015.
It also calls for a larger tire than the ones installed. Therefore the ones installed are not legal.
The tires on the trailer (originaly installed by Heartland) are size ST235/80/R16 E. This is clearly stated in my complaint.
The original sticker on the trailer states size ST235/85/R16 G.
The new sticker states size ST235/85/R16 E.
Their letter states that because the trailer was purchased used it is void of any warranty. As I have stated before, I believe this to be a defect issue.
The second paragraph of Heartland's letter states "Heartland RV produces the Road Warrior 305RW with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units". This proves I have a legitimate grievance. The original sticker, the new sticker and their brochure all call for larger tires than what was installed.
Please let me know what you think.
Thanks again for your time,
[redacted]
Final Consumer Response /* (4200, 29, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pretty safe to assume mine was not the only trailer with an incorrect sticker. Is heartland aware of other trailers like mine? If so, in the interest of good customer service, are they going to issue a recall or at least make an attempt to contact these owners so they do not experience the same inconvenience I have?? I would like an answer to this question before I consider accepting their resolution. Thank you.
Final Business Response /* (4030, 32, 2015/09/01) */
This response is in reference to the letter received from your office dated July 28th, 2015 concerning the Road Warrior 305RW.
The information that Mr.[redacted] is requesting can be found on our web site. The website address is www.heartlandrvs.com. He will need to click on toy hauler section and then the brand .Road Warrior. From there Mr. [redacted] will be able to access his floorplan 305RW and under the specifications section it will list out the tires that we install on the 305RW.
Anthony [redacted]
Heartland Customer Service