My experience with Wilkins RV

We purchased a Heartland brand recreational vehicle at the PA RV show in Sept, 2012. Wilkins was the dealer representing the model of RV we were interested in so we did not have a choice of dealers. This did not appear to be a problem for us until we spoke with the local dealer. The local dealer told us that they would not do the warranty work on the unit if we did not purchase from them. When we reviewed the Heartland RV website, it also said that the dealers have the right to put customers of other dealers at the bottom of the list for repairs. This was very distressing from us. It appeared that there was a strong possibility that if we needed warranty work, we may have to travel to Wilkins which is 6 hours from us. I called Wilkins and told them that we were no longer interested in purchasing from them because we did not want to run the risk that we would have difficulty getting the repairs done. We are currently RV owners and know that it is not "if something breaks", it is when something breaks. We were spending $70,000 for this unit and we wanted to be sure we could have it taken care of. Wilkins said that the unit had already been ordered but I knew that was not true since we had not signed a Buyers Sheet which is our agreement with the specifications of the unit to be ordered. They really strong-armed me and refused to return our $1,000 deposit. There seems to be a "dirty little secret" within the RV business and unfortunately, the customer ends up on the short end. I spoke with a Heartland Rep about this situation and he recommended contacting the BBB and posting to this forum.

Although I don't understand the logic in refusing to do warranty work on a unit purchased someplace else it seems to happen frequently. My way of thinking is it would be an opportunity to earn a new customers business. That said, If your still interested in a Heartland product I would recommend looking for an independent service center in your area. Heartland WILL in most cases authorize them to do warranty work.

BTW Welcome to the forum!

Hi jlchrisley,

This is an unfortunate way to get welcomed to the Heartland Owners Forum, but let me assure you that you're welcome. There's a lot of useful information here, along with a great bunch of people who are quick to reach out and help other RVers.

Many local dealers use the type of threat you encountered as a way of forcing you to buy local, usually at a higher price. Nevertheless, many of us, including myself, have bought from distant dealers. It's usually not too hard to find a local dealer who is willing to do warranty work. In addition, Heartland is pretty flexible about authorizing warranty service by locations that don't sell Heartland products.

There are a couple of things about warranty that aren't immediately obvious. Many, if not most of the problems will be warranted by the appliance or subassembly provider. For example, warranty work on Dexter brakes and suspension parts comes directly from Dexter. When you go to the dealer for service, this is usually all handled without your knowledge, but the dealer gets the warranty authorization and is reimbursed by the supplier, not by Heartland. It's the same for other brands. Dometic authorizes and fulfills warranty on their refrigerators, A/C, etc. Lippert warrants the frame. Shurflo warrants the water pump. Sharp warrants my TV.

Some owners would prefer that Heartland handle it all, but the upside is that most any RV tech who does warranty work is already set up to do warranty work on all of these appliances and subassemblies. And as I mentioned, if the shop has a qualified tech, Heartland is flexible to authorize them to submit those claims that do flow through Heartland.

Another thing to consider is that RVers travel and often your service needs happen while away from home, in which case it doesn't matter who you bought from. Heartland will help you locate a repair shop where you happen to be.

All that to say that you might want to see if there's a local alternative, even if an hour or two away from your home base. That might give you the confidence to go through with your original plans.

I'd let your local dealer know that his position cuts both ways. Maybe he won't service your rig, but neither will you or anyone you know ever buy from a dealer who takes such an unfriendly position. Stop by and talk to the general manager or owner.

It's a shame that Wilkins is refusing to refund your deposit. If you paid by credit card, I think you have 90 days to file a dispute. In addition to filing with the BBB, I'd suggest writing to the show organizer, protesting the dealer's behavior.

Call Heartland service at 877-262-8032, and ask them for their list of independent RV servicers in your area they have worked with. Discuss the whole Warranty service process with them. I think you will be happy with the outcome. You can also check http://www.rvservicereviews for RVers comments on potential servicers.

Hello jlchrisley based on where you live I believe I know the dealership. We had the same problem with them before the changed to Camping world thought their attitude may have changed but looks like not.
We called Heartland when we had a problem and they had them fix the problem but I had to put up with ten yards of BS while I was there, they did do a good job on the repairs.
There are several local RV shops in your area that are very good and very NICE to deal with. We use BKC just south of Abbottstown Larry does good work and his prices are much better than that dealer. There is a dealer near Gettysburg that has and I use them for accessories. Hope you find a Heartland rig you like at another dealer.


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Hi, I'm not sure where you live in Pa. We live in Northwestern NJ & bought a Heartland 5th wheel in SC this summer. We've had numerous warranty work done at Harolds RV in Bath, Pa. It was never an issue with them especially since we didn't purchase the rv there. Harold & his techs couldn't have treated us better plus they fixed everything in a timely manner & even would call me with updates from Heartland. I can't say enough about the service we received. I would definitely buy thru him if you could (plus he sells Heartlands) . I will use him from now on over any dealer around. I hope this helps. Cyndi & Jerry Lewis

Buy it where you get the best price. Don't worry about warranty work. Most of the things that go wrong are small you can fix them yourself. Heartland will be happy to send you any needed parts. If something goes wrong while you are on the road what good will your local dealer be to you anyway..If you need something major repaired Heartland will help find someone to do the work..I would never let a dealer hold a gun to my head and tell me to buy it from him or else...Don

jlchrisley... Unless they can prove that the deposit is non-refundable (in writing), I would fly down to the local courthouse and file a small claims case against them for the $1,000.00. I bet they refund in a hurry once they get served notice to appear. I would not do business with someone like this, I would bet you can probably get what you want for a better price elsewhere.

There might be a local radio or TV station that you can go to that might put out a story about your bad experience with a local RV dealer. Something like that might shake them up a little and refund that $1,000 that they owe you.

We feel your pain jlchrisley. We are out $7,000 on our cancelled purchase with Great Lakes RV.

Another thing you can do is post your comments on RV Service Review.

BC

The Trailer Life magazine has a consumer column that helps with getting issues such as yours resolved. Write them a letter and they will assist you in getting the deposit refund unless you signed an agreement that the deposit is non-refundable.

So does Good Sams Club if you are a member.

jmgratz said:

The Trailer Life magazine has a consumer column that helps with getting issues such as yours resolved. Write them a letter and they will assist you in getting the deposit refund unless you signed an agreement that the deposit is non-refundable.

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jmgratz said:

The Trailer Life magazine has a consumer column that helps with getting issues such as yours resolved. Write them a letter and they will assist you in getting the deposit refund unless you signed an agreement that the deposit is non-refundable.

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Trailer Life is the best bet. They have a wide distribution and a high success rate for proper resolve. Heartland seems to have little or no influence on their dealers.

"Wilkins said that the unit had already been ordered but I knew that was not true since we had not signed a Buyers Sheet which is our agreement with the specifications of the unit to be ordered."

Now that I have re-read his original post, I am wondering why... that if they "purchased" ( put down the $1000.00 deposit) back in September, they have not yet agreed to the specifications? It's been near 10 weeks, shouldn't their new trailer be built and on it's way by now to the dealer? I guess if he called Heartland to see if his coach has been ordered and or in the process of being built could shed some light on the timing of his sale. Sounds a little like some communication issues at hand. I do think a good dealer could resolve the situation amicably.

GOTTOYS:278721 said:

Buy it where you get the best price. Don't worry about warranty work. Most of the things that go wrong are small you can fix them yourself. Heartland will be happy to send you any needed parts. If something goes wrong while you are on the road what good will your local dealer be to you anyway..If you need something major repaired Heartland will help find someone to do the work..I would never let a dealer hold a gun to my head and tell me to buy it from him or else...Don

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I agree with Don. There are many good independent shops that can be, or are authorized by HL to repair your rig.

Buy where you get the best bang for your buck.

Refusing to do service by a dealer is one of my hot button issues.
I can see them putting their customers first, but I can not understand a complete refusal of service.

If your local dealer doesn't want your service business, then I would steer clear of them altogether. JMHO

There are a number of good dealers out there as well, who would love to have your business.

Best of luck with what ever direction you go in. Trace

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Brian,

Thank you for sharing the other side of the story.


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I, for one, have had nothing but positive experiences in dealing with Wilkins RV....in fact, if it had been logistically possible, we would have purchased our Landmark from Wilkins...

danemayer said:

Brian,

Thank you for sharing the other side of the story.


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X 2! Always interesting to hear the other side of the story....Don