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Thread: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

  1. Print this Post   #51
    Founding Texas-West Chapter Leaders TravelTiger's Avatar
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    NicoleJ, sorry you are having a bad first experience with your Heartland. I know you must be very upset. However, ranting about a lemon won't get anyone to help you faster or give you a new unit. If people are not returning calls, it's probably because they cannot help you in the emotional state you are in. If you are not able to deal with the issues in a reasonable and calm state of mind, you will never find any solution to give you peace.

    All of your complaints are legitimate, units should not have those issues. It is an industry-wide issue that some errors in production do make it to the dealer lot. The dealers are supposed to do a PDI and fix those things, before it gets to the consumer. Sounds like the dealer has failed miserably and continues to do so in the repair process. Have you spoken in a calm and rational tone with Heartland about the issues you are having? They may be able to help you far better than the dealership.


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  2. Print this Post   #52
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Nicole,

    The longer you wait to get this stuff fixed, the more extensive the repairs are likely to be. You're obviously in a difficult situation, but it's been 3 weeks and as more time goes by, the consequential damages will make things much, much worse.

    I hope you'll reconsider and take the trailer to a dealer or independent servicer who can fix both the manufacturing defects and repair the damage that's occurred over the past 3 weeks.


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  3. Print this Post   #53
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Yes, the emotions came after being nice and sweet got me no where!!! I ranted on another page and Jim can't remember last name emailed me. He was director of owners inretest and something else. I've emailed him back info he wanted and also sent other emails for someone to contact higher up, etc.....no response!

  4. Print this Post   #54
    Director of Owners Interests, Heartland RVs jbeletti's Avatar
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Quote Originally Posted by NicoleJ View Post
    Yes, the emotions came after being nice and sweet got me no where!!! I ranted on another page and Jim can't remember last name emailed me. He was director of owners inretest and something else. I've emailed him back info he wanted and also sent other emails for someone to contact higher up, etc.....no response!
    Hi Nicole,

    It was me that was asked by my boss to get your info to him so we could begin working with you.

    What was not known by my boss at that time, was that you were already working with our Customer Service team and that they were working to find a mobile service provider to see if they could fix any manufacturing defects.

    This is my only involvment in your case.
    Jim Beletti


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  5. Print this Post   #55
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Quote Originally Posted by jbeletti View Post
    Hi Nicole,

    It was me that was asked by my boss to get your info to him so we could begin working with you.

    What was not known by my boss at that time, was that you were already working with our Customer Service team and that they were working to find a mobile service provider to see if they could fix any manufacturing defects.

    This is my only involvement in your case.
    I would think that it would be appropriate to get someone out there to take a look at everything that is wrong to get a handle on what it will take to fix the isues that have been brought up!

    If I had all of the problems that have been brought up in this topic thread, my trailer would have been delivered BACK to my dealership and dropped off to them!

    End of story!

    Nicole . . . I'm very sorry you've had all of the issues that you've posted about here . . . but if you deal with Heartland directly, you might find that you'll get your issues fixed without issue!

    Forget about your dealership (ours was a pain in the rear to deal with - IE - we will never buy from them again . . . let Heartland know of your issues and let them deal with the problems you've had with them!

    I guess I'm lucky that my warranty issues were very minor compared to yours . . . but if you contact Heartland directly . . . chances are you'll get them fixed post hast!


    Last edited by JohnD; 12-05-2014 at 10:10 AM.
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  6. Print this Post   #56
    Director of Owners Interests, Heartland RVs jbeletti's Avatar
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    John, my understanding is that we have worked with Nicole to get a mobile servicer out to them in North Dakota. I'm not involved in that part of our operation so I am not kept in the loop on any customer's case.
    Jim Beletti


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  7. Print this Post   #57
    Movin' on to the next thing... JohnD's Avatar
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Quote Originally Posted by jbeletti View Post
    John, my understanding is that we have worked with Nicole to get a mobile servicer out to them in North Dakota. I'm not involved in that part of our operation so I am not kept in the loop on any customer's case.
    Cool!

    I hope that Heartland steps up to the plate and fixes all of the problems that Nicole has!

    I just like to bring up to the table that many dealerships (including mine) will wash their hands of warranty issues if they can get out of it easily!

    My dealership will do whatever it takes to get out of any warranty issue . . .
    Last edited by JohnD; 12-05-2014 at 10:09 AM.
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  8. Print this Post   #58
    Senior Member JanAndBill's Avatar
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    One thing that Dan touched on earlier, is that as the owner you have a responsibility to "mitigate" the damage once you are aware of a problem. IE: you notify the manufacturer your toilet is leaking and continue using it which causes floor damage. *** the manufacturer is not responsible for your floor. Now if your toilet leaked and a reasonable person would not have been aware of the leak, then the floor would be covered. Such is the case with your trailer, of those things you have noted, you need to do all you can to prevent any further damage, even if it means hiring a repair service or doing the work yourself to prevent further damage. I know that stinks when you have a brand new unit, but I found out the hard way *** on a warranty claim for a leaking roof **** in my favor on replacing the roof, but not on the interior damage caused by the leaking roof, because I was aware of the leak and didn't take sufficient steps to "mitigate" the damage.
    Last edited by danemayer; 12-04-2014 at 09:01 PM. Reason: edited to comply with forum rules
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  9. Print this Post   #59
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Quote Originally Posted by JohnD View Post
    I would think that it would be appropriate to get someone out there to take a look at everything that is wrong to get a handle on what it will take to fix the isues that have been brought up!

    If I had all of the problems that have been brought up in this topic thread, my trailer would have been delivered BACK to my dealership and dropped off to them!

    End of story!

    Nicole . . . I'm very sorry you've had all of the issues that you've posted about here . . . but if you deal with Heartland directly, you might find that you'll get your issues fixed without issue!

    Forget about your dealership (ours was a pain in the @$$ to deal with - IE - we will never buy from them again . . . EVER - Discount RV in Longmont, Colorado!) . . . let Heartland know of your issues and let them deal with the problems you've had with them!

    We will NEVER, EVER buy from them again . . . EVER!
    I guess I'm lucky that my warranty issues were very minor compared to yours . . . but if you contact Heartland directly . . . chances are you'll get them fixed post hast!

    Do you realize that using caps, bold letters or increased font size may be considered shouting or yelling?
    Not good.

    realist

  10. Print this Post   #60
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    Re: First 24 hrs of ownership, NIGHTMARE! Getting run around between heartland warranty and dealer

    Nicole, Am I understanding this correctly? You are living in the Dakotas and you bought a Gateway from a dealer in Ohio because of a lower price.
    You then assumed because of the internet that you would not need a Person to do a PDI. The PDI is for your protection. Your dealer that you
    bought from would have to charge you to send a technician to do a PDI. If you had gone to Jeff Couch and picked up the your Gateway The PDI
    would have been done.
    One thing that I have noticed is that all of the blame is with Heartland or somebody else and never on the choices that you have made. You
    made the choice to buy the Gateway in the manner that you did. I guess that I am stupid and need to be corrected. Randy

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