We are in the middle of having a sidewall cracked "fixed" at LaMesa, in Mesa, AZ. The crack runs from the front corner of the curb side slide opening, up to the roof. Jose Campos was our first service rep at La Mesa. I'm finding out how dishonest he is as time goes by. The first time they took some epoxy and filled in the crack and painted it over. Meanwhile, they dripped epoxy down the side of the unit. When I pointed it out to Jose he got a razor and a ladder and scratched it off. The clearcoat was scratched. When I pointed it out, he shrugged and said he would have it buffed out the next time I had it in. (still waiting on that Buff Job, Jose!) They had the unit for 6 weeks the first time. We drove it one trip, 500 miles and the crack was back.
We took it back and they had it for another month, July. This time they cut a gap and put a spacer in the spot. We went on a trip in August. Made it to Flagstaff, 200 miles, and there began a second crack, 2 inch hoizontal going forward, and 4 inches verticle going to the room adjoining the first crack. (Does anyone besides me think this is unstable structure?). Jose says they "opened it up" and saw nothing wrong with the frame. In addition, the roof screws and flange are backing out on that side of the roof now. Any connection there?
So we took it back to Lamesa on September 15th and got Bill Cook as a service adviser. He seemed like a nice enough guy until you ask him to answer a question. Then he gets very loud, sarcastic, and frustrated that he has to explain something. I want to know exactly how they plan to fix it and who is involved in deciding what the problem is and how it should be fixed!?? He says "our fiberglass guy decides". Who is that? "A guy I know at Camping World." We will "open it up to inspect the frame" I say? Now I want to be there to witness this "inspection" Now he is really frustrated. The nerve, the person who spent all of this money for a new Heartland, has the nerve to want the problem fixed and not keep bringing the camper back! It has been with Lamesa going into the third week now. That is almost 12 weeks of lost use of our unit in the first year? For the same problem.
I went and saw Bill last Tuesday in his office. (Boy was he surprised.) He said he is waiting on Heartland for approval. I called Robert Miller at Heartland on the same day. He says he is waiting on the work request. I call Bill and tell him this. He says he will send it again. Like it's a big load for him to bear.
My wife calls Robert Miller this morning because I'm so mad I can't talk. He says they sent the approval for the work to Lamesa, last Thursday. I call Bill Cook this morning. He says they haven't received anything from Heartland and we are waiting. He is surprised when I tell him I called Heartland and they say they sent the approval last Thursday. So he says, Ok they will send it over to get it fixed. I told him I want a call back today with an update once he verifies the authorization. A heated conversation ensues because of this. I'm a medical director at a veterinary hospital. I have to take customer calls all of the time because of satisfaction issues. I would lose my job if I spoke to a customer like he spoke to me.
I did get a call back from Bill Cook. He was calmer. He informed me that they had partial authorization from Heartland for the funds to do the repair. He said the claim had to be submitted again from their end with more detail to get the proper authorizations. So we wait again.
I really hate the run around and red tape. No wonder Jose didn't bother to submit a claim the second time around and again elected to cut a relief cut and put in a little seal. Of course he was not up front with me about it and said that is what the factory recommended as a repair. Which was a lie.
My primary concern is I want to be certain that the best course is being taken to repair this. I want to be shown that the interior frame is in fact being inspected for failure. If this can not be fixed due to a structural fault, I want to talk to someone in knowledge at Heartland about options. Can we get an engineer from Heartland involved to contact all concerned parties, me included?
We took it back and they had it for another month, July. This time they cut a gap and put a spacer in the spot. We went on a trip in August. Made it to Flagstaff, 200 miles, and there began a second crack, 2 inch hoizontal going forward, and 4 inches verticle going to the room adjoining the first crack. (Does anyone besides me think this is unstable structure?). Jose says they "opened it up" and saw nothing wrong with the frame. In addition, the roof screws and flange are backing out on that side of the roof now. Any connection there?
So we took it back to Lamesa on September 15th and got Bill Cook as a service adviser. He seemed like a nice enough guy until you ask him to answer a question. Then he gets very loud, sarcastic, and frustrated that he has to explain something. I want to know exactly how they plan to fix it and who is involved in deciding what the problem is and how it should be fixed!?? He says "our fiberglass guy decides". Who is that? "A guy I know at Camping World." We will "open it up to inspect the frame" I say? Now I want to be there to witness this "inspection" Now he is really frustrated. The nerve, the person who spent all of this money for a new Heartland, has the nerve to want the problem fixed and not keep bringing the camper back! It has been with Lamesa going into the third week now. That is almost 12 weeks of lost use of our unit in the first year? For the same problem.
I went and saw Bill last Tuesday in his office. (Boy was he surprised.) He said he is waiting on Heartland for approval. I called Robert Miller at Heartland on the same day. He says he is waiting on the work request. I call Bill and tell him this. He says he will send it again. Like it's a big load for him to bear.
My wife calls Robert Miller this morning because I'm so mad I can't talk. He says they sent the approval for the work to Lamesa, last Thursday. I call Bill Cook this morning. He says they haven't received anything from Heartland and we are waiting. He is surprised when I tell him I called Heartland and they say they sent the approval last Thursday. So he says, Ok they will send it over to get it fixed. I told him I want a call back today with an update once he verifies the authorization. A heated conversation ensues because of this. I'm a medical director at a veterinary hospital. I have to take customer calls all of the time because of satisfaction issues. I would lose my job if I spoke to a customer like he spoke to me.
I did get a call back from Bill Cook. He was calmer. He informed me that they had partial authorization from Heartland for the funds to do the repair. He said the claim had to be submitted again from their end with more detail to get the proper authorizations. So we wait again.
I really hate the run around and red tape. No wonder Jose didn't bother to submit a claim the second time around and again elected to cut a relief cut and put in a little seal. Of course he was not up front with me about it and said that is what the factory recommended as a repair. Which was a lie.
My primary concern is I want to be certain that the best course is being taken to repair this. I want to be shown that the interior frame is in fact being inspected for failure. If this can not be fixed due to a structural fault, I want to talk to someone in knowledge at Heartland about options. Can we get an engineer from Heartland involved to contact all concerned parties, me included?
