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

[jjriker]

Re: The lowest price generally is very rarely the best deal...

Wow, I hope you are able to get some help with your situation. Have you talked with someone at Heartland? The dealership is such an important part of the process when it comes to getting a new rig. It doesn't sound like they did much of an inspection before they shipped it off to you. This won't help you now, but when you buy a rig, it's pretty important to go through all the systems, run the water, check for issues, try the heat and a/c, etc. BEFORE you sign the papers and hand over the money. I have a very high opinion of the dealership that we bought our rig from, and I don't think I would even buy another from them without looking it all over myself first.

 

[danemayer]

NicoleJ,

With the explanation that the dealer is in Ohio and you're in North Dakota, it's starting to get a bit clearer why the PDI didn't happen. A transport driver wouldn't necessarily work for the dealership or know anything about RVs. And sending a dealer employee on a 2,000 mile round trip to do a PDI would be pretty expensive. It also makes it impractical to return to the selling dealer for warranty service. And I'd guess the selling dealer is not planning on sending someone to your location to do repair work. The warranty (in your Heartland Trailer Manual) makes you responsible for delivering the trailer to an authorized service location for warranty work. No doubt the dealer has already or will soon let you know that.

I'd suggest you ask Heartland to recommend and pre-approve warranty service by a local independent shop, another dealer, or a mobile servicer near you. Btw, paying for mobile service travel time is sometimes a better deal than packing up, paying for diesel fuel, and waiting around at a dealer or staying in a hotel.

 

[JanAndBill]

I know it's after the fact, but we probably talked to the same dealer you bought from that was advertising units at a substantial reduction. Thankfully this wasn't our first rodeo, and in the end we decided that the price difference was not the worth the difference in hassles should warranty problems occur (they did) which led us to purchase closer to home. Buying a unit so far away without a hands on inspection prior to the sale is extremely risky even if it is a new unit. PDI's are the single most important part of the buying process. Thankfully Heartland has a good customer service department, and will do all they can to resolve your problems. Hopefully it will all be resolved quickly.

 

[sengli]

When its winterized, plugging the drains? I have never heard of this, who would you do such a thing? I can see why you would pour anti-freeze into the drains to winterize the P traps, but plug them...... so water wont drain thru???

 

[Bob&Patty]

Sengli just asked my question. Who told you to plug the drains and then run water?? What drains were plugged?? Were the holding tanks already full?? Were the valves open to drain the tanks while running water. Were all the "switching" valve knobs in the right position in the UCD?? Not being there and seeing what was going on....the things you discribed really has me baffled. If the black tank was full..its should have flooded the stool area or blew water out the vent stack on the roof. Water running out the bottom will not hurt anything as there is no wood in that area. Only the coroplast cover and "bubble type" insulation. Inquiring minds would like to know...who, how and why. I am still baffled about the water problem at the outside kitchen. What caused that issue??

BTW, what is the water pressure at your CG?? Maybe..just maybe your water leak at the black tank was caused by the tank rinser being turned on and had too much water pressure to it. It happened to me one time and water was running out an interior wall. Get a good water pressure regulator, with a gauge and have to more than 50 PSI at all times.

 

[scottyb]

Buying your 1st RV is a learning process. I also looked at the discount dealers but chose to purchase closer to home because of warranty issues. If I knew then that my dealer would not meet my expectations for service, I might have gone ahead and purchased it from Holman RV, since they have a good reputation and BBB rating. However, by joining this forum before purchasing our Cyclone, I was well aware of the importance of a thorough PDI among a few other issues like the Towmax tires. It really pays to do your homework, and that's just the way I roll. Even after all of that, I missed a few things during my PDI. I will do much a better job on my next purchase.

 

[NicoleJ]

Lol! Ok. We got delivery about 3PM Friday. After going over exterior with delivery guy, and finding large scratch that was attempted to be covered up, noted and signed deliver sheet.
I started moving stuff out of our TT into new RV, as we sold TT. When hubby got off work around approx 6PM, he and 3 of his workers to help, connected water. I was inside and turned all faucets off, as we normally bleed lines etc. All the drains were plugged and faucets wide open/on. Since there was NO walk through/PDI, I hadn't unlocked outdoor kitchen. Little while later we smelled smoke and alarm went off. After checking inside we ran outside and seen/heard water pouring out of oit door kitchen. Faucet was wide open/on and drain plugged. I was told after asking/posting on several Facebook groups that this is the norm, for dealers to plug drains after pouring antifreeze in traps, why, I don't know. Something to do with bugs, pressure, idk. Faucets wide open to either get moismoisture out of faucets or something to do with moisture. Therefore none of the appliances in outdoor kitchen work now. Water made its way through there into bunkhouse carpet, and I'm assuming walls/trim and whatever is between outdoor kitchen and bunkhouse. We used towels and get all up we could, and could get to. Then used heaters, fans, and dehumidifier.
The black tank, we're sure it's black tank, bc we poured sewer treatments unto toilet and added water, then discovered blue chemicals leaking around the bolts on the exterior underneath RV holding the underbelly up. Now there's brown and blue frozen mounds under RV, right where it's dripping. What all would be under there to ruin? The bolts where it's leakinleaking is unDer the bathtub. Also where the grey water pipe drains into black water pipe, where it connects right in the hole of underbelly is leaking.
all this was in the first 8 hrs.
dealership is sending mobile repair tech to fix everything possible on lot. Well go from there as to what needs to be done, how soon, etc. If we are able to fix everything possible on the lot, we will also be taking it in to authorized dealer for extensive inspection of all subfloor, insulation, flooring, appliances, etc once hubby is laid off amd we go home. Were not fulltime as we have a sticks and bricks, we only use RV for vacay or when hubby has to work out of state. There is a lemon law in Ohio, but I believe it's after a number of repairs, OR certain amount of issues in certain time frame, OR timeframe in which RV is in the shop.
This has truly been a nightmare. At this point we haven't talked to HL but will be calling and forwarding emails so that it's on record.

 

[JohnD]

At this point we haven't talked to HL but will be calling and forwarding emails so that it's on record.

Yes . . . be sure to talk to Heartland directly about ALL of your issues . . .

PLEASE . . . don't swear off Heartland, as all of the RV manufacturers have quality control issues, and it seems that you got one of the ugly ducklings!

I'm thinking that your dealership stuck you with that . . .

I was not very happy with our dealership (matter of fact, they've lost me for ANY future business) . . .

But will I buy a Heartland product when we are ready to upgrade . . . YOU BET I WILL!

We love our 2013 Heartland Trail Runner and we WILL go with a Heartland RV when we are ready to upgrade to the next level!

Also . . . PLEASE join the Heartland Owners Club . . . you won't regret it!

And it is FREE for the first year!

You can do it right here on this website . . .

 

[Bob&Patty]

Nicole, what were the drains plugged with and where?? All the years we have been RV'ing....I have heard of plugging the drains. There would be no reason to plug the drains if it had been winterized. There would not be water in anything.

 

[NicoleJ]

What's the Heartland owners club?

 

[danemayer]

What's the Heartland owners club?

Hi Nicole,

The Owners Club provides a structure for local, regional, and national rallies where Heartland owners come together to socialize, share information, enjoy great food and generally have a great time. Go to a few rallies and you'll make a bunch of new friends.

The EVENTS tab at top of the page shows a list of rallies and meet-and-greet sessions that are already on the calendar. More get added all the time. As a club member, you can attend any local or regional rally at no charge, other than the cost of your campsite. Last month, we attended both the North Texas and South Texas Chapter Rallies. I think we had around 30 rigs at the North Texas Rally and 20 or so at the South Texas Rally.

Here's a link to the Club Portal with more information.

 

[jimtoo]

What's the Heartland owners club?

HI Nicole,

The Heartland Owners Club is for Heartland unit owners where they will meet and have rallies in different areas. Exchange thoughts and help each other out with mods or whatever. It also gets you a discount if you order parts or accessories from Heartland. You have a free membership for the first year of ownership with your new Gateway.

Join us in Kinder, La in March for a Lousianna rally.

Jim M

 

[JohnD]

What's the Heartland owners club?

The Heartland Owners Club is just that . . . a bunch of people that own Heartland RV's!

And they hold campouts and rallies where a bunch of Heartland owners go to the same place and have a ball with our trailers!

We've been to two rallies so far, and will be attending our third in January down in Arizona!

You'll never ever meet a better bunch of folks and will find that you will get hooked on going to the rallies!

 

[jassson007]

What's the Heartland owners club?

Nicole I noticed most have answered for me but I am the chapter leader for louisiana. I am in swla and noticed that you listed w Monroe as your place of residence. We do have two rallies on the schedule, one is coming up soon at s toledo bend state park and the other at Coushatta casino in kinder. We also have a very active n Texas chapter who hosts rallies not too far from you as well as chapters in Arkansas and Mississippi too.

Also being club members you also have access to parts from heartland with a 10% discount and an owners club plaque so that other owners you may not have met yet can identify you as being a member.

If you are interested or want further info please feel free to send me or any others here a pm and we can answer them and help you get signed up.


Sent from my iPhone using Tapatalk

 

[clubmgr]

HI Nicole,

You have a free membership for the first year of ownership with your new Gateway.

Jim M

That is because you own a Gateway you are now eligible for a free one year membership in the Heartland Owners Club. You do have to complete the application on-line. Here is the Link to the information. For the free membership click on the link under Introductory - Membership Process.

 

[etcmss]

Nicole--- you had first indicated the faucets were open and the unit was winterized. I don't remember any source or checklist that has faucets left open.
Anyone do this?

 

[NicoleJ]

They were plugged with the drain/sink stoppers.
to update, this is day #16, front toilet is broke and flooded our bathroom. Now water is standing in carpet in bh. NO clue where from or why. I also noticed on HL website it says "12v heat pads on tanks" and "enclosed tanks and valves" our whole back end is not enclosed nor is there heat pads on rear black tank that is leaking in 2 areas. I wish I knew how to attach pics! I'm COMPLETELY sick with this purchase! I do NOT want it. I've asked for replacement, was told NO. I told dealer to come get it, within 1st 24 hrs, was told give an opportunity to fix. At this point I'm pretty much done! We've had a list of 2 pages things breaking, knobs, both black tanks leaking in multiple areas, molding coming apart and off walls, back wall in bh bulging, not sure if it wasn't stapled properly or what, toilet broke, etc etc

 

[danemayer]

Nicole,

One of your posts about a week ago said your dealer was sending a mobile servicer to fix the problems. Has he shown up yet?

Btw, while I understand it presents problems turning off the water if you're living in the trailer, leaving the water on while things are leaking/flooding is going to make things much worse.

 

[NicoleJ]

They came out a week ago. When I talked to them Friday, they said the delay is when I give them new issues in need of repair, they have to go in and adust the authorization for repairs, before they send. So it seems the longer it takes, the more troubles we have or find.
Originally we were told to take to authorized dealer. When I contacted our dealer within the first 24 hrs, I told them to replace unit or come get it, we don't want it. That's when they advise to take in. I told them that it had not been 24 hrs, that we'd spent $55K not to have major issues within the first day. That we will not be paying for room and food to put it immediately in the shop. I asked for them to cover expenses. That's when they said they'd send someone to us.

 

[JohnD]

Have you called Heartland directly yet?

That would probably be yor best bet...