Advice on service center

[TheEmorys]

I dont know if this is the right group to post this in. I'm in need of some advice. My husband and I are new to rv'ing and are full time. We have a 2022 heartland daytona 5th wheel. We brought it to camping world in Biloxi (about an hour and a half from our home base rv camp) to have our generator installed. While it was there we wanted to have some warranty items taken care of and our 3 month warranty inspection. We have received terrible service. No communication at all. They have had the camper for 10 weeks. And after calling daily for a week and insisting on having another service representative help us, wee found out that they damaged our camper when they parked another camper too close to ours. It hit so hard that the foot on the front of the opposite side bent about 20 degrees. It happened a week before they finally told me about it. Their answer is to fix the damage for free and cut my generator install charges and warranty diagnostic fees in half. I am not sure what to do at this point. The whole front half of the door side of the camper is damaged and will all need to be repainted, the cargo door is damaged and a few things underneath of the bottom frame and the awning side rail was damaged. I'm asking you as an owner what would you do realistically? We have owned this camper since March and they have had it for 2-1/2 months of that time. Since we were full time in the RV we have had to rent a house for 6 months (cheaper than a hotel). I appreciate you taking time to respond. If you don't want your response public and want to send me a private message you can email me at susanemorylsa@gmail.com. Again, thank you for your time.

Susan Emory

 

[Dahillbilly]

feel for you & the troubles you are having. CW is not know for repairs to RV's in general.

I would call Heartland customer service , ask for warranty dept for the Daytona, have your last six numbers of your VIN handy & ask for any warranty claims submitted for your RV. They wiil have that info on record if any claims have been submitted. Also I'd talk with the GM of that dealer. Good luck & keep us posted.

 

[hoefler]

Contact your insurance company and let them handle it. They have the attorneys on staff and have deeper pockets. Then have some one else do the repairs, you don't have to let Camping World, or their affiliates do the repair. It is your choice as to who repairs it. Pay your deductible and get it repaired. The insurance company will get their money as well as yours's back.

 

[chaplady]

Whar you dont know is are any wall support welds damaged thats going to show up later. I would want some type of protection against future issue caused by their actions.
CEO of campworld advertiese if your not happy call his office. I dont have that number off hand but should be easy to get.

 

[david-steph2018]

Contact your insurance and have them inspect it for the amount of damage. You cannot be sure if the aluminum frame of the walls has been damaged, or the frame damaged at the landing gear area. The rig really needs a good inspection to find any/all hidden damage.

 

[sengli]

Definitely take photos of everything. I dont ever remember reading a post on any blogs for RVs saying that their visit to a camping for service world was anything but tragic. I would not let them do the repairs as they arent qualified.

 

[wdk450]

Here is a link to the Camping World CEO's complaint line: https://rv.campingworld.com/marcusvip

I would copy and paste your posting here, send it to CW, and tell them that the post went out to 15000 Heartland Forum members.

 

[TheEmorys]

Thanks so much for your advice! I've attached the pictures they sent and one I took of the front foot. Thank you all for your help! I will follow all advice. I've reached out to our insurance company and will let you all know what happens.

Susan

 

[david-steph2018]

From the pics the most serious seems to be the landing gear damage. Make sure the frame isn't twisted or ripped in that area, the landing gear can easily be replaced. The J-wrap is not hard to replace and can be done, awning arm needs replaced.

Make sure your insurance knows, since the damage you have been in a motel.
Another good thing is since it is a 2022 model, it may be easier to get the replacement parts from Heartland.

 

[TheEmorys]

From the pics the most serious seems to be the landing gear damage. Make sure the frame isn't twisted or ripped in that area, the landing gear can easily be replaced. The J-wrap is not hard to replace and can be done, awning arm needs replaced.

Make sure your insurance knows, since the damage you have been in a motel.
Another good thing is since it is a 2022 model, it may be easier to get the replacement parts from Heartland.

It's a 2021, and we had to rent a house for 6 months (the shortest lease we could find) and it cost us $7200. Hopefully that is all the repairs necessary. CW told us that they don't make insurance claims less than $500,000 and wouldn't give me any insurance information. I have sent an email to the CEO's complaint line. If I don't hear anything from them I will have to make a claim with our insurance company I guess. The deductible is $1000 and we will have to find someone to repair it there. The insurance adjuster with State Farm will likely just do a virtual assessment since they are out of state. So frustrating - this whole process.

 

[david-steph2018]

Keep a very good paper trail of ALL conversations, e-mails, etc.... with the company and who you talked to during the conversation.
Your insurance company may recommend a repair facility they have to work with. We had an insurance claim one time, and the insurance company had a place, they recommended for us.
Take a breath, the rig can be repaired, and step back look at it. Let your insurance company take a run at them, but stay in the loop.

 

[TheEmorys]

Keep a very good paper trail of ALL conversations, e-mails, etc.... with the company and who you talked to during the conversation.
Your insurance company may recommend a repair facility they have to work with. We had an insurance claim one time, and the insurance company had a place, they recommended for us.
Take a breath, the rig can be repaired, and step back look at it. Let your insurance company take a run at them, but stay in the loop.

Thank you!

 

[carl.swoyer]

If the impact was enough to bend the hydraulic leg? Have a frame inspection done. Especially around the pin box.And file a insurance claim with their insurance company via your insurance. Failure to report an accident to you. Don't accept what they say was inspected or supposedly repaired.

Sent from my SM-A526U using Tapatalk

 

[wdk450]

It's a 2021, and we had to rent a house for 6 months (the shortest lease we could find) and it cost us $7200. Hopefully that is all the repairs necessary. CW told us that they don't make insurance claims less than $500,000 and wouldn't give me any insurance information. I have sent an email to the CEO's complaint line. If I don't hear anything from them I will have to make a claim with our insurance company I guess. The deductible is $1000 and we will have to find someone to repair it there. The insurance adjuster with State Farm will likely just do a virtual assessment since they are out of state. So frustrating - this whole process.

I would follow up the E-Mail with 1 or many phone calls to the CEO's complaint line. They could always say that they didn't get the e-mail, but your written documentation of your phone calls with dates, names, etc. would further back up your claim.

I would also post a report on RVServiceReviews.com about your experience, if nothing else to let savvy potential new RV buyers know about the "quality" of that Camping World's location RV warranty service.

 

[TheEmorys]

The CEO Complaint assigned me to someone and they reached out by email saying she was going to contact the Biloxi location about having a third party assess the damage. She didn't acknowledge that I didn't want them to repair it. I guess one step at a time.

 

[david-steph2018]

The CEO Complaint assigned me to someone and they reached out by email saying she was going to contact the Biloxi location about having a third party assess the damage. She didn't acknowledge that I didn't want them to repair it. I guess one step at a time.

I would also have my insurance company on it. Let them do an assessment of the damage, then compare the two or three different assessments. If Camping World is less, I would question them on why their assessment is lower.

 

[wdk450]

The CEO Complaint assigned me to someone and they reached out by email saying she was going to contact the Biloxi location about having a third party assess the damage. She didn't acknowledge that I didn't want them to repair it. I guess one step at a time.

I truly hope that this Camping World CEO's complaint line results in a satisfactory outcome for you.

If any Heartlanders out there have gone this route with Camping World, it would be informative to find how their experience went.

 

[TheEmorys]

The CEO Complaint line went nowhere. The person assigned to me never did anything. Then I was assigned to someone else who again called me once and promised to follow up and never did. I have started the claim process with our insurance company. If they get anything from CW they will return my deductible but when the insurance adjuster called CW to schedule the inspection date AJ (one of the service reps) quickly informed them that they would pay for the repairs, but not the deductible (I'm not sure why he felt the adjuster cared one way or the other. So now I am looking for a place around CW in Biloxi to have the repairs done. I don't know how much transport back to Louisiana (where we are now living) would cost so it may be easier to get it done around there. One of the owners here sent me a message with a suggestion. I will be calling them tomorrow. I do have a question - what is a JWrap? I thought this unit was painted. Are all painted campers wrapped? I'm confused.. The inspection was done with someone from SnapSheet and their initial estimate from a cursory look at CW is just under $8000.

 

[CoveredWagon]

J wrap is the lower sheet metal on the coach. It has nothing to do with paint.

 

[mrcomer]

What is a Heartland Daytona 5th wheel? Never heard of that.

My bad, I thought Daytona was a model not a layout for Landmark.