RV_Vagabonds
Member
Very briefly, we're full time RVers who own a 2011 Landmark GC that we purchased in December of 2009. Sunday a week ago the roller bracket on one of the rollers in the kitchen slideout broke, tearing the vinyl flooring. Unable to find a dealer in the Memphis, TN area who could help us before the Thanksgiving weekend while on our way to Albuquerque, we ended up at the closest dealer who was able to help in Oklahoma City. They were unable to get us in before Monday, November 28 but once we arrived when they opened they got us in and found the problem and contacted Heartland. By fax. Because Heartland does not accept phone orders from the service departments of their dealers, they only accept faxes. And so we have been sitting in Oklahoma City for two days waiting for Heartland to fax McClain RV to let them know if they can get the parts and flooring we need to repair the broken roller and ripped up flooring in our kitchen. Two days of non-responsiveness by Heartland RV when we have been unable to put out our kitchen slide for eight days. Eight days of limited floor space, being unable to get to my electric appliances, my pots and pans, my stove and my microwave. Plus I packed up all the items in the kitchen slideout that I COULD reach, knowing that the service department would have to totally remove the slideout to make its repairs, so our space is even more limited by the boxes of "stuff" sitting around. And Heartland RV can not be bothered to respond to one of its dealers who owns six locations over two states. Wow. Now THAT'S customer service. Way to go, Heartland and Thor. And of course, this is only the latest of a long line of thing that have gone wrong with this unit since the first month after we bought it. But that's another story already documented on my website.