Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ Anthony Roberts Heartland RV Customer Service [redacted] Drive [redacted] IN XXXXX July 21st, [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 July 20th, concerning the Trailrunner 300DKVIN #5SFEB3322DEXXXXXXThis unit was purchased on December from Crossroads RV Sales in Newfield, NJ with a one year warranty Mr [redacted] contacted Heartland RV on July 18th an issue with a leak in his slide room due to the sealsIt was explained to Mr [redacted] that seals and exterior sealants are a customer maintenance itemAlong with that his unit went out of warranty on 12/11/The customer also emailed in to us on July 19th with the same inquiry and looking for coverage from us for the leak issueWe explained to him again that the seals and exterior sealants are a customer maintenance itemWe declined his request for assistance again at that time In the Heartland RV owner's guide it lists out a maintenance schedule for the customers to followFor seals and exterior sealants we recommend the customer inspect them every daysWe make this recommendation to help prevent issues like Mr [redacted] is experiencing with water infiltrationhave enclosed copies of that maintenance schedule from our owner's guide Heartland RV will respectfully decline Mr [redacted] 's request for assistance in repairing this issueSincerely, [redacted] Heartland Customer Service
Initial Business Response / [redacted] (12210, 5, 2016/10/21) */ RE Case ID [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated October 17th, concerning the Pioneer DSVIN #5SFPB3521GEXXXXXXThis unit was purchased on May 19th, from Camping World RV Sales in Little Rock, AR with a one year warrantyMr [redacted] contact Heartland RV on September 8th, in regards to a leak issue with his RVThe unit was currently at a local dealer being inspectedWe requested that they send us information on their findings as the cause of the leak for us to reviewUpon review of the information from the dealer we determined that the exterior sealant had not been maintained on the unitPer our owner's guide we recommend that the exterior sealants being inspected every days and touchor resealed as neededI have included a copy of the maintenance schedule form our owner's guide detailing exterior sealant maintenance In our conversations with Mr [redacted] he stated to us that his had not been doneBased off the information received both from the servicing dealer and the customer this would fall under customer maintenanceHeartland RV will respectfully decline the request for warranty coverage Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/10/31) */ I spoke with you on the phone yesterdayI can not find the link to respond to heartland RV My trailer was not purchased in Little Rock ArkansasWe bought it from camping world in buffalo NYWe looked at the trailer Memorial Day weekend in may of We took delivery of it in JuneI also called heartland RV for the first time regarding this issue the morning of August 22ndThey told me to make an appointment with the selling dealerCamping world had a two week waitI dropped the trailer off on September 5th (Labor Day, the dealer was open) I called heartland to let them know it was there and the dealer would be sending photosThe dealer didn't send photos till Monday the 12th due to the warranty employee being on vacation
Initial Business Response / [redacted] (1000, 8, 2016/02/01) */ See attachment of company's response Initial Consumer Rebuttal / [redacted] (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 enjoymentthe unit was purchased in April of 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 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 / [redacted] (1000, 12, 2016/08/03) */ [redacted] Heartland RV Customer Service [redacted] Elkhart, IN XXXXX July 27th, [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, concerning the Sundance 267RL VIN # 5SFSG2829GEXXXXXXThis unit was purchased on October 1st, 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 attorneyHeartland 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 / [redacted] (2000, 14, 2016/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) A settlement was reached
Initial Business Response / [redacted] (1000, 6, 2017/01/30) */ See attachment of company's response Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/02/13) */ RE: Case ID [redacted] and [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated January 20th, concerning VIN 5SSFPB3521HEXXXXXX Prowler BHS purchased on 7/27/from Camping World in Syracuse, NYIn review of the information that has been submitted by Mr& Mrs [redacted] Our records show that all warranty claims that have been submitted to Heartland have been approvedIf the customers have existing issues related to the manufacturing of the unit that need addressedWe would direct them to make an appointment with their selling dealer or local servicer to have these looked atWe will work with the dealer or servicer to correct issues related to the manufacturing of the unit under warrantyHeartland RV will respectfully decline the request to replace the camper with a new oneWe will work per or warranty agreement with customer and repair issues related to the manufacturing of the unit Sincerely, [redacted] Heartland Customer Service So called resolution provided clearly does not address the seriousness of the manufacturing defect, claimed to have been "fixed" by the dealer and their service departmentThis recent service, third time transporting unit to dealer miles away, was now end of the season in New YorkNow in winter storage since the last repair, no way to confirm if this third attempt was successfulAccording to the dealer the problem found was related to sealing of exterior protecting unit from wet weatherWithout doubt once this unit left the manufacturers building, wall and floor cavities were exposed to reoccurring water leakageConditions as described often result in serious health issues due to life threating mold growth From the resolution provided, demonstrating no interest to satisfactorily address the major issue, one might believe Heartland, the manufacturer, is not receiving accurate and complete information from the dealer
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ [redacted] Heartland RV Customer Service [redacted] Elkhart, 1N XXXXX August 18, [redacted] Dispute Resolution Services Revdex.com [redacted] Fort Wayne, IN XXXXX RE: Case ro [redacted] *** [redacted] Dear: Mrs [redacted] AUG X X XXXX This response is in reference to the letter received from your office dated August 17th, concerning the Gateway 3400SE VIN 5SFSG3725GEXXXXXXThis unit was purchased on July 24th, from [redacted] Couch's RV with a one year warranty After reviewing the information submitted by Mr [redacted] and our recordsWe do show that the items he is referencing we noted with us prior to the warranty expiringHeartland RV will honor and cover those items that were submitted to us Camping World in MissouriThese items have been approved on the claim they submittedThe customer will need to call Camping World to arrange to have them repaired [redacted] Heartland Customer Service [redacted] Elkhart Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) E-mail sent to [redacted] within a month after purchased unit also went to Olathe RV kitchen slideout gears slipping, not fixedtook to camping world in 1st part of June Camping world believed gear pack bad, Heartland RV denied claim to camping world, also denied left landing jack creaking runs slow Final Business Response / [redacted] (4000, 9, 2016/08/31) */ August 25, [redacted] Dispute Resolution Services Revdex.com [redacted] Fort Wayne, IN XXXXX RE: Case ID [redacted] Dear: Mrs [redacted] - [redacted] This response is in reference to the letter received from your office dated August 25th, concerning the Gateway 3400SE VINT # 5SFSG3725GEXXXXXXThis unit was purchased on July 24th, from [redacted] Couch's RV with a one year warranty Heartland RV as stated in the first letter will honor the items that were notedThe claim that was submitted by Camping World in Missouri has been reopened and approvedThe customer will need to call them and arrange an appointment to have the items repaired [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ This response is in reference to the letter received from your office dated May 22nd, concerning the Big Country 365ORL YIN # [redacted] This unit was purchased on March 11th, with a year warranty Mr [redacted] contacted Heartland on 4-28-to discuss the air conditioning in his unitAt that time, Heartland offered Mr [redacted] two options to get the A/C unit looked atOne option was to take into a dealer or the second option was to have a mobile repair service come to the unitThe customer refused to take the unit into a dealer unless he was reimbursed hotel feesThe customer then refused to have a mobile servicer come out to his unit as he would be responsible for the trip feeNeither of these fees are covered by our year warrantyIt'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-to discuss the a/c issue and some other issues he was having with his unitAt that time, Heartland worked with the customer on locating a mobile repair service to come out to inspect the issues Mr [redacted] was havingUpon inspection the mobile servicer [redacted] did find an issue with the ducting not being sealed correctlyThey resealed the ducting at that timeHeartland 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***Heartland RV will not be replacing this unit Anthony [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement issued by Heartland is incorrectI have never refused to take this unit in or call a mobile repair companyThey did not find [redacted] repair for me I found it my selfThe answer to the A C problems have never been answered correctlyI 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 jeopardyThis is the reason I have not been able to get my unit inIt is not that I have never refused to take it inI have more miles on this unit from take it to repair shops that I do in travelingI have also sent picture of the furniture that is rotting (yes rotting) and have heard no response on this issueThe list of repairs to this unit is ridiculesHeartland 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 qualityI can provide the Revdex.com with a long list of problem if necessary Final Business Response / [redacted] (4030, 19, 2015/06/18) */ This response is in reference to the letter received from your office dated June 5th, concerning the Big Country 3650RL YIN # [redacted] This unit was purchased on March lth, with a year warranty As stated in the previous letter sent on June 1st, Heartland RV has stood behind our product and paid for repairs to be done to correct defects from manufacturingThe issue Mr [redacted] is having with the A/C it was determined by the mobile servicer [redacted] that the ducting needed to be resealedHeartland RV paid [redacted] to reseal the ducting less the trip chargeThe trip charge is not covered by the one year warranty In regards to the issue with his chair Heartland RV received pictures from Mr***'s selling dealer [redacted] on June llth, We have sent those pictures to our furniture supplier for reviewUpon review the supplier has determined that the issue he is having is caused from not cleaning the furniture properlyThe response from the supplier was sent [redacted] ***The supplier did send instructions for cleaning of the furniture which I have attachedBased on the suppliers review of the pictures supplied the issue Mr [redacted] is having is not related to a manufacturing defect of the productThe 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***As previously stated, Heartland RV will not be replacing Mr***'s unit Anthony [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 8, 2015/12/09) */ This response is in reference to the letter received from your office dated November 23, concerning the Torque VIN # [redacted] This unit was purchased on September 11, with a year warranty Mr [redacted] contacted Heartland on 8-24-to discuss the buckling at the top of his sidewall on his unitAt that time, Heartland directed Mr [redacted] to make an appointment at a dealer or service center to have the issue looked to determine a causeMr [redacted] was able to locate RV Service Center in Byhalia, MS that would be willing to look at the unitHeartland RV was sent pictures from the servicer of the spots on the customer's unitWe reviewed the information and pictures sent to usBased on the information sent we are unable to see any defect in manufacturing as the causeThe 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 unitOne of the items in this maintenance guide is maintaining of the exterior sealantsHeartland RV recommends that the sealants be inspected and or replaced every days as neededBased off this schedule there would have need to be three inspections or reseals needed since the date he informed Heartland of the issueIf 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 defectBased 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 / [redacted] (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 moistureI was told by service man that they sent pictures before and after tearing into the sidingand call to tell me that it wasn't moisture that cause the separationI 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 payThat 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 HeartlandI have picked up rv camper and paid the bill vin # [redacted] XXXXX Final Business Response / [redacted] (4030, 12, 2015/12/17) */ This response is in reference to the response letter received from your office dated, December 9, concerning the Torque 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 days of ownership are customer maintenanceBased 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 issueIn our owner's guide in the maintenance schedule it is recommended to touch up or replace the exterior sealants every days as neededWe 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
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 / [redacted] (1000, 9, 2016/09/14) */ This response is in reference to the letter received from your office dated September 9th, concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXXThis unit was purchased on April 26th, from McDowell RV South in Jackson, Missouri with a one year warrantyMrs [redacted] contacted Heartland on June 29th about an issue with her slide out leakingAt that time the unit was going to be taken to their selling dealer to have the issue addressedWe received a second call on June 30th and the customer wanted Heartland to pay to transport the unit to the dealerWe declined that as it's the responsibility of the owner to take the unit in for serviceMrs [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 feeOn July 13th she requested if she could bring the unit of Heartland to have the repairs doneAt that time, we were unable to accommodate the request to get them in for service until later in the summerOn July 21st Heartland RV received a call from a mobile servicer that was contacted by Mrs [redacted] about doing the workWe instructed the mobile servicer to send us an estimate for the repairs for reviewOn August 8th Mrs [redacted] contacted us again on this issueAt that time, we still had not received the estimate from the mobile servicerShe was copied on a follemail to the servicer requesting he send the estimateMrs [redacted] stopped in here at Heartland on 8/24/in regards to this and needing parts to have the repairs performedWe made the agreement that we would send them the needed parts to complete the repairsThe orders have shipped and some have delivered to the customer's addressThe last order is due to delivery today 9/9/We would ask that Mrs [redacted] find a local RV dealer or service center that is willing to complete the repairsPlease have them call me directly with an estimate to complete necessary repairs Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They lied about us wanting them to pull our camper to dealership, that was never discussed by me or my husband with Heartland We was not told it would be later in the summer before they could get it inWe was told they were only taking "emergencies" at this time and never gave us a timeline for when they could get it inWhen we made the trip to Heartland they told us then it would be end of October before they could get it in Sure they sent us parts but they were the wrong partsExample: 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/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 doAlso 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 themThey also know the whole slide needs to come out because the hole was cut crookedThat 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 / [redacted] (4000, 14, 2016/10/03) */ This response is in reference to the letter received from your office dated September 20th, concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXXThis unit was purchased on April 26th, from McDowell RV South in Jackson, Missouri with a one year warrantyIn response to Mrs [redacted] rebuttal to our letterWe were not contacted by the customer about the parts that were sent being incorrectIf 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 issuesWe will get the items shipped out to her and work with a local servicer or dealer to have is issues addressedOnce Mrs [redacted] has the correct parts she will need to make an appointment to have the repairs completedWe ask that she request the service/dealer call us to go over the repairs that are needed for her LandmarkWe will work with that servicer/dealer to get the needed repairs addressed Sincerely, [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 9, 2016/11/02) */ RE: Case ID # [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated October 25th, concerning the Prowler 272LX VIN # 5SFPB3025HEXXXXXX for [redacted] This unit was purchased on August 27th, from Dad's Camper Outlet with a one year warrantyHeartland EV received a call from the customer on October 21st in regards to us approving to have the unit repaired by her dealerShe was unhappy that Heartland was not replacing the unit, but instead repairing the unitWe explained to her that per our warranty policy Heartland RV will repair defects related to the manufacturing the unitHeartland RV has approved the repairs to the dealer and we will work with the dealer to repair her unitHeartland RV will decline the customer's request to replace the unitAttached is a copy of warranty policy for reference Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't buy a refurbished camperLess then days not months later
Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ Anthony Roberts Heartland RV Customer Service [redacted] Drive [redacted] IN XXXXX July 21st, [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 July 20th, concerning the Trailrunner 300DKVIN #5SFEB3322DEXXXXXXThis unit was purchased on December from Crossroads RV Sales in Newfield, NJ with a one year warranty Mr [redacted] contacted Heartland RV on July 18th an issue with a leak in his slide room due to the sealsIt was explained to Mr [redacted] that seals and exterior sealants are a customer maintenance itemAlong with that his unit went out of warranty on 12/11/The customer also emailed in to us on July 19th with the same inquiry and looking for coverage from us for the leak issueWe explained to him again that the seals and exterior sealants are a customer maintenance itemWe declined his request for assistance again at that time In the Heartland RV owner's guide it lists out a maintenance schedule for the customers to followFor seals and exterior sealants we recommend the customer inspect them every daysWe make this recommendation to help prevent issues like Mr [redacted] is experiencing with water infiltrationhave enclosed copies of that maintenance schedule from our owner's guide Heartland RV will respectfully decline Mr [redacted] 's request for assistance in repairing this issueSincerely, [redacted] Heartland Customer Service
Initial Business Response / [redacted] (12210, 5, 2016/10/21) */ RE Case ID [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated October 17th, concerning the Pioneer DSVIN #5SFPB3521GEXXXXXXThis unit was purchased on May 19th, from Camping World RV Sales in Little Rock, AR with a one year warrantyMr [redacted] contact Heartland RV on September 8th, in regards to a leak issue with his RVThe unit was currently at a local dealer being inspectedWe requested that they send us information on their findings as the cause of the leak for us to reviewUpon review of the information from the dealer we determined that the exterior sealant had not been maintained on the unitPer our owner's guide we recommend that the exterior sealants being inspected every days and touchor resealed as neededI have included a copy of the maintenance schedule form our owner's guide detailing exterior sealant maintenance In our conversations with Mr [redacted] he stated to us that his had not been doneBased off the information received both from the servicing dealer and the customer this would fall under customer maintenanceHeartland RV will respectfully decline the request for warranty coverage Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/10/31) */ I spoke with you on the phone yesterdayI can not find the link to respond to heartland RV My trailer was not purchased in Little Rock ArkansasWe bought it from camping world in buffalo NYWe looked at the trailer Memorial Day weekend in may of We took delivery of it in JuneI also called heartland RV for the first time regarding this issue the morning of August 22ndThey told me to make an appointment with the selling dealerCamping world had a two week waitI dropped the trailer off on September 5th (Labor Day, the dealer was open) I called heartland to let them know it was there and the dealer would be sending photosThe dealer didn't send photos till Monday the 12th due to the warranty employee being on vacation
Initial Business Response / [redacted] (1000, 8, 2016/02/01) */ See attachment of company's response Initial Consumer Rebuttal / [redacted] (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 enjoymentthe unit was purchased in April of 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 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 / [redacted] (1000, 12, 2016/08/03) */ [redacted] Heartland RV Customer Service [redacted] Elkhart, IN XXXXX July 27th, [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, concerning the Sundance 267RL VIN # 5SFSG2829GEXXXXXXThis unit was purchased on October 1st, 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 attorneyHeartland 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 / [redacted] (2000, 14, 2016/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) A settlement was reached
Initial Business Response / [redacted] (1000, 6, 2017/01/30) */ See attachment of company's response Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/02/13) */ RE: Case ID [redacted] and [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated January 20th, concerning VIN 5SSFPB3521HEXXXXXX Prowler BHS purchased on 7/27/from Camping World in Syracuse, NYIn review of the information that has been submitted by Mr& Mrs [redacted] Our records show that all warranty claims that have been submitted to Heartland have been approvedIf the customers have existing issues related to the manufacturing of the unit that need addressedWe would direct them to make an appointment with their selling dealer or local servicer to have these looked atWe will work with the dealer or servicer to correct issues related to the manufacturing of the unit under warrantyHeartland RV will respectfully decline the request to replace the camper with a new oneWe will work per or warranty agreement with customer and repair issues related to the manufacturing of the unit Sincerely, [redacted] Heartland Customer Service So called resolution provided clearly does not address the seriousness of the manufacturing defect, claimed to have been "fixed" by the dealer and their service departmentThis recent service, third time transporting unit to dealer miles away, was now end of the season in New YorkNow in winter storage since the last repair, no way to confirm if this third attempt was successfulAccording to the dealer the problem found was related to sealing of exterior protecting unit from wet weatherWithout doubt once this unit left the manufacturers building, wall and floor cavities were exposed to reoccurring water leakageConditions as described often result in serious health issues due to life threating mold growth From the resolution provided, demonstrating no interest to satisfactorily address the major issue, one might believe Heartland, the manufacturer, is not receiving accurate and complete information from the dealer
Initial Business Response / [redacted] (1000, 5, 2016/08/24) */ [redacted] Heartland RV Customer Service [redacted] Elkhart, 1N XXXXX August 18, [redacted] Dispute Resolution Services Revdex.com [redacted] Fort Wayne, IN XXXXX RE: Case ro [redacted] *** [redacted] Dear: Mrs [redacted] AUG X X XXXX This response is in reference to the letter received from your office dated August 17th, concerning the Gateway 3400SE VIN 5SFSG3725GEXXXXXXThis unit was purchased on July 24th, from [redacted] Couch's RV with a one year warranty After reviewing the information submitted by Mr [redacted] and our recordsWe do show that the items he is referencing we noted with us prior to the warranty expiringHeartland RV will honor and cover those items that were submitted to us Camping World in MissouriThese items have been approved on the claim they submittedThe customer will need to call Camping World to arrange to have them repaired [redacted] Heartland Customer Service [redacted] Elkhart Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) E-mail sent to [redacted] within a month after purchased unit also went to Olathe RV kitchen slideout gears slipping, not fixedtook to camping world in 1st part of June Camping world believed gear pack bad, Heartland RV denied claim to camping world, also denied left landing jack creaking runs slow Final Business Response / [redacted] (4000, 9, 2016/08/31) */ August 25, [redacted] Dispute Resolution Services Revdex.com [redacted] Fort Wayne, IN XXXXX RE: Case ID [redacted] Dear: Mrs [redacted] - [redacted] This response is in reference to the letter received from your office dated August 25th, concerning the Gateway 3400SE VINT # 5SFSG3725GEXXXXXXThis unit was purchased on July 24th, from [redacted] Couch's RV with a one year warranty Heartland RV as stated in the first letter will honor the items that were notedThe claim that was submitted by Camping World in Missouri has been reopened and approvedThe customer will need to call them and arrange an appointment to have the items repaired [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ This response is in reference to the letter received from your office dated May 22nd, concerning the Big Country 365ORL YIN # [redacted] This unit was purchased on March 11th, with a year warranty Mr [redacted] contacted Heartland on 4-28-to discuss the air conditioning in his unitAt that time, Heartland offered Mr [redacted] two options to get the A/C unit looked atOne option was to take into a dealer or the second option was to have a mobile repair service come to the unitThe customer refused to take the unit into a dealer unless he was reimbursed hotel feesThe customer then refused to have a mobile servicer come out to his unit as he would be responsible for the trip feeNeither of these fees are covered by our year warrantyIt'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-to discuss the a/c issue and some other issues he was having with his unitAt that time, Heartland worked with the customer on locating a mobile repair service to come out to inspect the issues Mr [redacted] was havingUpon inspection the mobile servicer [redacted] did find an issue with the ducting not being sealed correctlyThey resealed the ducting at that timeHeartland 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***Heartland RV will not be replacing this unit Anthony [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement issued by Heartland is incorrectI have never refused to take this unit in or call a mobile repair companyThey did not find [redacted] repair for me I found it my selfThe answer to the A C problems have never been answered correctlyI 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 jeopardyThis is the reason I have not been able to get my unit inIt is not that I have never refused to take it inI have more miles on this unit from take it to repair shops that I do in travelingI have also sent picture of the furniture that is rotting (yes rotting) and have heard no response on this issueThe list of repairs to this unit is ridiculesHeartland 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 qualityI can provide the Revdex.com with a long list of problem if necessary Final Business Response / [redacted] (4030, 19, 2015/06/18) */ This response is in reference to the letter received from your office dated June 5th, concerning the Big Country 3650RL YIN # [redacted] This unit was purchased on March lth, with a year warranty As stated in the previous letter sent on June 1st, Heartland RV has stood behind our product and paid for repairs to be done to correct defects from manufacturingThe issue Mr [redacted] is having with the A/C it was determined by the mobile servicer [redacted] that the ducting needed to be resealedHeartland RV paid [redacted] to reseal the ducting less the trip chargeThe trip charge is not covered by the one year warranty In regards to the issue with his chair Heartland RV received pictures from Mr***'s selling dealer [redacted] on June llth, We have sent those pictures to our furniture supplier for reviewUpon review the supplier has determined that the issue he is having is caused from not cleaning the furniture properlyThe response from the supplier was sent [redacted] ***The supplier did send instructions for cleaning of the furniture which I have attachedBased on the suppliers review of the pictures supplied the issue Mr [redacted] is having is not related to a manufacturing defect of the productThe 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***As previously stated, Heartland RV will not be replacing Mr***'s unit Anthony [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 8, 2015/12/09) */ This response is in reference to the letter received from your office dated November 23, concerning the Torque VIN # [redacted] This unit was purchased on September 11, with a year warranty Mr [redacted] contacted Heartland on 8-24-to discuss the buckling at the top of his sidewall on his unitAt that time, Heartland directed Mr [redacted] to make an appointment at a dealer or service center to have the issue looked to determine a causeMr [redacted] was able to locate RV Service Center in Byhalia, MS that would be willing to look at the unitHeartland RV was sent pictures from the servicer of the spots on the customer's unitWe reviewed the information and pictures sent to usBased on the information sent we are unable to see any defect in manufacturing as the causeThe 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 unitOne of the items in this maintenance guide is maintaining of the exterior sealantsHeartland RV recommends that the sealants be inspected and or replaced every days as neededBased off this schedule there would have need to be three inspections or reseals needed since the date he informed Heartland of the issueIf 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 defectBased 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 / [redacted] (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 moistureI was told by service man that they sent pictures before and after tearing into the sidingand call to tell me that it wasn't moisture that cause the separationI 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 payThat 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 HeartlandI have picked up rv camper and paid the bill vin # [redacted] XXXXX Final Business Response / [redacted] (4030, 12, 2015/12/17) */ This response is in reference to the response letter received from your office dated, December 9, concerning the Torque 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 days of ownership are customer maintenanceBased 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 issueIn our owner's guide in the maintenance schedule it is recommended to touch up or replace the exterior sealants every days as neededWe 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
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 / [redacted] (1000, 8, 2016/09/14) */ See attachment of company's response
Initial Business Response / [redacted] (1000, 9, 2016/09/14) */ This response is in reference to the letter received from your office dated September 9th, concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXXThis unit was purchased on April 26th, from McDowell RV South in Jackson, Missouri with a one year warrantyMrs [redacted] contacted Heartland on June 29th about an issue with her slide out leakingAt that time the unit was going to be taken to their selling dealer to have the issue addressedWe received a second call on June 30th and the customer wanted Heartland to pay to transport the unit to the dealerWe declined that as it's the responsibility of the owner to take the unit in for serviceMrs [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 feeOn July 13th she requested if she could bring the unit of Heartland to have the repairs doneAt that time, we were unable to accommodate the request to get them in for service until later in the summerOn July 21st Heartland RV received a call from a mobile servicer that was contacted by Mrs [redacted] about doing the workWe instructed the mobile servicer to send us an estimate for the repairs for reviewOn August 8th Mrs [redacted] contacted us again on this issueAt that time, we still had not received the estimate from the mobile servicerShe was copied on a follemail to the servicer requesting he send the estimateMrs [redacted] stopped in here at Heartland on 8/24/in regards to this and needing parts to have the repairs performedWe made the agreement that we would send them the needed parts to complete the repairsThe orders have shipped and some have delivered to the customer's addressThe last order is due to delivery today 9/9/We would ask that Mrs [redacted] find a local RV dealer or service center that is willing to complete the repairsPlease have them call me directly with an estimate to complete necessary repairs Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They lied about us wanting them to pull our camper to dealership, that was never discussed by me or my husband with Heartland We was not told it would be later in the summer before they could get it inWe was told they were only taking "emergencies" at this time and never gave us a timeline for when they could get it inWhen we made the trip to Heartland they told us then it would be end of October before they could get it in Sure they sent us parts but they were the wrong partsExample: 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/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 doAlso 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 themThey also know the whole slide needs to come out because the hole was cut crookedThat 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 / [redacted] (4000, 14, 2016/10/03) */ This response is in reference to the letter received from your office dated September 20th, concerning the Landmark Newport VIN # 5SFBG4323GEXXXXXXThis unit was purchased on April 26th, from McDowell RV South in Jackson, Missouri with a one year warrantyIn response to Mrs [redacted] rebuttal to our letterWe were not contacted by the customer about the parts that were sent being incorrectIf 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 issuesWe will get the items shipped out to her and work with a local servicer or dealer to have is issues addressedOnce Mrs [redacted] has the correct parts she will need to make an appointment to have the repairs completedWe ask that she request the service/dealer call us to go over the repairs that are needed for her LandmarkWe will work with that servicer/dealer to get the needed repairs addressed Sincerely, [redacted] Heartland Customer Service
Initial Business Response / [redacted] (1000, 9, 2016/11/02) */ RE: Case ID # [redacted] Dear: Mrs [redacted] This response is in reference to the letter received from your office dated October 25th, concerning the Prowler 272LX VIN # 5SFPB3025HEXXXXXX for [redacted] This unit was purchased on August 27th, from Dad's Camper Outlet with a one year warrantyHeartland EV received a call from the customer on October 21st in regards to us approving to have the unit repaired by her dealerShe was unhappy that Heartland was not replacing the unit, but instead repairing the unitWe explained to her that per our warranty policy Heartland RV will repair defects related to the manufacturing the unitHeartland RV has approved the repairs to the dealer and we will work with the dealer to repair her unitHeartland RV will decline the customer's request to replace the unitAttached is a copy of warranty policy for reference Sincerely, [redacted] Heartland Customer Service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't buy a refurbished camperLess then days not months later