maldds1981
Member
Before I discuss my warranty experience I need to vent about the build quality of Heartland products. My first Heartland product was a 2009 Sundance 2900MK. I had so many issues that I couldn't wait to get rid of it. I traded it for a 2008 Cameo which was a great unit and in 2018 I was ready for something newer. Traded the Cameo in for a Bighorn Traveler 32RS hoping Heartland had upped its game in terms of build quality. That was not the case given all of the problems I have had with this unit. I also have to say that the dealer I bought from was a joke in terms of checking the unit out before purchase and service after.
That being said, I want to share my experience with a warranty issue I now have. One and a half years into ownership I noticed the floor of my dinette slide was beginning to delaminate on the leading edge. Thinking this was a structural issue that would be covered under the three year structural warranty I contacted Heartland to see what could be done. The person with whom I spoke said to send pictures and they would make a determination. Not more than ten minutes after I sent the pictures in I received an email stating that my claim was denied because I did not maintain the seals. I emailed back that I always check the seals and that the slide was always kept in unless I was in the unit which was not very often. I never heard back from them because of the shutdown due to Covid-19. I then contacted customer service and a new person contacted me back. Same story. Denied. I told this person that I wanted to appeal his decision because I felt this was a structural issue that should be covered. I was given the name of another person to send an appeal. Long story short, I had to send in more pictures and my claim was approved to have the dinette slide floor replaced. I then checked my other slides and found my kitchen slide was doing the same thing. By this time I had already scheduled an appointment to have the dinette slide fixed so it was up to my service people (Affinity RV Group) to submit to have the kitchen slide floor replaced under warranty. This was also approved.
The moral of this story is to not take "Denied" as an answer if you feel you have a legitimate claim. Appeal until you have no other options.
I'm still not a fan of the build quality of Heartland (I don't know if any other manufacturers are any better), but at this point I'm darn glad I bought a Heartland product because their three year structural warranty saved me thousands of dollars for an issue that was totally their fault in production.
Check your floors on your slides and be sure everything is sealed and caulked properly so you don't have the same issue I have had.
That being said, I want to share my experience with a warranty issue I now have. One and a half years into ownership I noticed the floor of my dinette slide was beginning to delaminate on the leading edge. Thinking this was a structural issue that would be covered under the three year structural warranty I contacted Heartland to see what could be done. The person with whom I spoke said to send pictures and they would make a determination. Not more than ten minutes after I sent the pictures in I received an email stating that my claim was denied because I did not maintain the seals. I emailed back that I always check the seals and that the slide was always kept in unless I was in the unit which was not very often. I never heard back from them because of the shutdown due to Covid-19. I then contacted customer service and a new person contacted me back. Same story. Denied. I told this person that I wanted to appeal his decision because I felt this was a structural issue that should be covered. I was given the name of another person to send an appeal. Long story short, I had to send in more pictures and my claim was approved to have the dinette slide floor replaced. I then checked my other slides and found my kitchen slide was doing the same thing. By this time I had already scheduled an appointment to have the dinette slide fixed so it was up to my service people (Affinity RV Group) to submit to have the kitchen slide floor replaced under warranty. This was also approved.
The moral of this story is to not take "Denied" as an answer if you feel you have a legitimate claim. Appeal until you have no other options.
I'm still not a fan of the build quality of Heartland (I don't know if any other manufacturers are any better), but at this point I'm darn glad I bought a Heartland product because their three year structural warranty saved me thousands of dollars for an issue that was totally their fault in production.
Check your floors on your slides and be sure everything is sealed and caulked properly so you don't have the same issue I have had.
