Quality of workmanship by Heartland

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Cig28ss

Member
I purchased a 2021 Milestone 379FLML in August of 2021. First trip out the hot water heater and TV wouldn't work. Took trailer back to dealer, they replaced something in the hot water heater assembly, and by passed the antenna to get the cable feed to work. Second trip out the oven wouldn't light and the middle jacks wouldn't extended, as well as the auto level was off. Was told had to hold the pilot light in longer to get oven to light, jacks were working properly, and the auto level was corrected. Upon arrival, after using auto level, still wasn't level, waited an hour to get it calibrated. Third trip out the hot water heater went out again, had water leaking under my island sink and water under the sink in my half bath. Called mobile repairman out to diagnosis the hot water heater issue (blown fuse able link, bought three from RV dealer intown i was in), had to replace the plumbing coming from the sink into the p trap as it was cut 1/2" too short and wouldn't stay in the pipe correctly. The plumbing under the half bath sink wasn't secured correctly and filled the underside of my trailer with water. Upon raising the front of the trailer to hitch to the truck, water ran out of the back of the trailer like a boat coming out of a lake. Fourth trip out the sliding barn door to the bathroom feel off the rail (happens every trip), cabinet door to the pantry fell off along with the door to the washing machine, two wall panels have come completely unattached their supports. I'm getting really frustrated with this, every time i go somewhere i either have to fix something while I'm camping, or as soon as i get home i have to fix something. I am concerned about the quality of the product i spent my hard-earned money.
 

Dahillbilly

Well-known member
I would call Heartland customer service/warranty dept, have the six #'s of the VIN in hand. See what they say, I did that & had pictures of my problems, they had the dealer correct majority of the problems a couple of minor things I fixed. Good luck
 

FL-JOE

Well-known member
I feel your pain. Over the past 10 months since purchasing my 2021 unit I have had numerous issues. They are all related to sloppy workmanship, for example water line to residential frig hooked up to the wrong place, microwave installed wrong thus causing it to burn out, etc...etc...

The only thing Customer Service at Heartland is going to tell you is to "take it to a dealer". I have fixed most of the major items myself and finally got Heartland to agree to pay for a mobile tech for the final couple repair items. I am hoping I am finally done. Well.....almost done, there are two major recalls I will have to get done prior to traveling this spring.
 

2019_V22

Well-known member
If Heartland is still allowing, you can bring the unit to them and have them fix it too. I was offered this when I purchased new in 2018 for the 2019 year, and dealing with various issues.
 

cipwood

Member
All of this "take it to the dealer" is fine and dandy but I didn't pay all this money to have it sit at the dealer for months on end being repaired.
I've have some of the same problems with my 2021 25lrss. Warranty / Dealer ??? Nuts, build it right!

The hole in the floor the shower drain goes through was drilled in the wrong place causing it to come disconnected. I had to cut away part of the floor for clearance in order to reconnect it. And I'm wondering now if the spongy floor I'm finding now is from the shower drain leak.

Also the shower door was installed wrong causing it to leak out onto the floor. Had to remove the door and reinstall correctly with caulk this time.

Accent LED lighting installed on the front cap are all loose now and coming off, holes drilled for wiring were not caulked allowing water inside.

The research I did prior to buying Hartland apparently wasn't good enough because I still bought.

I owned a older class A that I sold for this poorly made TT, Wondering now if I made a big mistake.?
 

FL-JOE

Well-known member
If Heartland is still allowing, you can bring the unit to them and have them fix it too. I was offered this when I purchased new in 2018 for the 2019 year, and dealing with various issues.
In my 3rd month of ownership I was camped less than 300 miles from the Heartland factory. I had several major items that needed immediate repair. The factory refused to let me come there for repairs, instead guiding me to a dealer 50 miles away. That dealer told me I could drop it off and they would "get to it when they could". Traveling full time so that certainly wasn't an option. I asked a second time for a factory appointment and Heartland said they never allow it unless there is catastrophic failure of some sort, whatever that means.
 

arisce

Well-known member
I agree with you Cipwood. Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs. There is a degree of responsability that the manufacturer must acknowledge. Your rig should never have left the building in that condition. Common Heartland you can do better. Make this right.
Has for the dealer it is a waste of your time. In our experience, 4 different dealers from four differerent brands only one was decent.
.......... All this advice like "take it to the dealer" is a waste of time and ineffective. We need faster and better satisfaction. ......
 
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FL-JOE

Well-known member
"Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs."

I'm not sure what dream world this poster is living in, but the RV world does not work like the automotive industry. Heartland "sold" their unit to a dealer and the dealer sold it for somewhere close to the MSRP, which was about 40% or more than they actually paid Heartland for it. Heartland has no skin in the game except to honor the limited 1 year warranty.

As far as sending emails or making calls to Heartland......waste of time IMHO. When I discovered a propane leak I removed my stove top. Heartland had ran the flex gas line directly across the back sharp edge of the oven assembly, thus causing it to puncture the gas line after a couple thousand miles. I replaced the gas line and ran it correctly in the void provided, thus protecting it from rubbing anything. Needless to say this would have caused a fire, possibly a fatal fire under the right circumstances.

My emails went unanswered when I warned both Heartland Customer Service and Heartland Corporate about what I had discovered.
 

2019_V22

Well-known member
According to Heartland you can be connected to a "Service Rep", which I assume is a Heartland employee, if you fill out the form. The warranty contact I had, who offered for me to return the T/T to them for service at Heartland is no longer in that same position. Unfortunately Q/C is an issue across the board of manufactures, I was just at the Florida RV show last week, I "saw" many fit and finish imperfections on all brands.

https://heartlandrvs.com/warranty/
 

danemayer

Well-known member
I asked a second time for a factory appointment and Heartland said they never allow it unless there is catastrophic failure of some sort, whatever that means.
Since they opened the factory service center, they have generally worked on problems where the job would exceed the capabilities of a local dealer. Routine service work is almost always directed to authorized servicers. If everyone could simply decide to bring their trailer to the factory for service, it would overwhelm their capacity.
 

FL-JOE

Well-known member
My contention is that during the last year of covid, when many dealers were understaffed, and full time folks could not get warranty repair appointments, Heartland should have stepped up. If their secret service center couldn’t handle it then mobile repairs should have been arranged.

I just came from owning a Newmar DP. Even when my coach was 3 years old Newmar still treated me like I just bought a new expensive product from them. They knew how to take care of customers. After my convection/microwave burned up Heartland sent me a $150 microwave to replace it, refusing to pull a replacement from the factory. Their CS is a joke and I suspect future sales will reflect it.
 

rhodies1

Well-known member
I agree FL-Joe... comments are always about how it’s not the manufactures fault this poor product leaves the factory.Well then who’s problem is it.. I refuse to buy another piece of RV junk until there is more pride put into the product.It’s all about profit,how much money does one man need,,, currently Thor has 18 billion dollars of orders and B/O setting on the books, attitude is getter done,
What’s the good of your Service Cente,yes it’s for big issues but look at each situation with open eyes.
 

arisce

Well-known member
"Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs."

I'm not sure what dream world this poster is living in, but the RV world does not work like the automotive industry. Heartland "sold" their unit to a dealer and the dealer sold it for somewhere close to the MSRP, which was about 40% or more than they actually paid Heartland for it. Heartland has no skin in the game except to honor the limited 1 year warranty.

As far as sending emails or making calls to Heartland......waste of time IMHO. When I discovered a propane leak I removed my stove top. Heartland had ran the flex gas line directly across the back sharp edge of the oven assembly, thus causing it to puncture the gas line after a couple thousand miles. I replaced the gas line and ran it correctly in the void provided, thus protecting it from rubbing anything. Needless to say this would have caused a fire, possibly a fatal fire under the right circumstances.

My emails went unanswered when I warned both Heartland Customer Service and Heartland Corporate about what I had discovered.
"Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs."

I'm not sure what dream world this poster is living in, but the RV world does not work like the automotive industry. Heartland "sold" their unit to a dealer and the dealer sold it for somewhere close to the MSRP, which was about 40% or more than they actually paid Heartland for it. Heartland has no skin in the game except to honor the limited 1 year warranty.

As far as sending emails or making calls to Heartland......waste of time IMHO. When I discovered a propane leak I removed my stove top. Heartland had ran the flex gas line directly across the back sharp edge of the oven assembly, thus causing it to puncture the gas line after a couple thousand miles. I replaced the gas line and ran it correctly in the void provided, thus protecting it from rubbing anything. Needless to say this would have caused a fire, possibly a fatal fire under the right circumstances.

My emails went unanswered when I warned both Heartland Customer Service and Heartland Corporate about what I had discovered.
 

FL-JOE

Well-known member
X2 rhodies1, I realized years ago that the RV industry did not have the quality control that the auto industry did. However, we wanted to travel full time so I learned to deal with it. At least our Keystone Montana (Thor) warranty and our Newmar warranty were honored and their factory customer service folks were helpful.

I have quickly found out during my first 10 months in this new Heartland that they don’t really care about customers. Sad, but I’m hoping they get better when sales drop.
 

arisce

Well-known member
This poster is living in realville. I said the company SHOULD buy back their mistake. Of course I know how it works. Although I am reluctant to accept any suggestions from a person who non-chalantly describes a possible fire and/or death due to incompetant work in the propane system. Thanks for the support. Your post is a real help. I feel so much better and safer.
 

arisce

Well-known member
"Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs."

I'm not sure what dream world this poster is living in, but the RV world does not work like the automotive industry. Heartland "sold" their unit to a dealer and the dealer sold it for somewhere close to the MSRP, which was about 40% or more than they actually paid Heartland for it. Heartland has no skin in the game except to honor the limited 1 year warranty.

As far as sending emails or making calls to Heartland......waste of time IMHO. When I discovered a propane leak I removed my stove top. Heartland had ran the flex gas line directly across the back sharp edge of the oven assembly, thus causing it to puncture the gas line after a couple thousand miles. I replaced the gas line and ran it correctly in the void provided, thus protecting it from rubbing anything. Needless to say this would have caused a fire, possibly a fatal fire under the right circumstances.

My emails went unanswered when I warned both Heartland Customer Service and Heartland Corporate about what I had discovered.
"Heartland should contact you and offer to buy back the "lemon". At least give you a lowner n/c for the duration of the repairs."

I'm not sure what dream world this poster is living in, but the RV world does not work like the automotive industry. Heartland "sold" their unit to a dealer and the dealer sold it for somewhere close to the MSRP, which was about 40% or more than they actually paid Heartland for it. Heartland has no skin in the game except to honor the limited 1 year warranty.

As far as sending emails or making calls to Heartland......waste of time IMHO. When I discovered a propane leak I removed my stove top. Heartland had ran the flex gas line directly across the back sharp edge of the oven assembly, thus causing it to puncture the gas line after a couple thousand miles. I replaced the gas line and ran it correctly in the void provided, thus protecting it from rubbing anything. Needless to say this would have caused a fire, possibly a fatal fire under the right circumstances.

My emails went unanswered when I warned both Heartland Customer Service and Heartland Corporate about what I had discovered.
I said that the company SHOULD buy back their lemon. I live in realville. Your post has lifted my spirit. I feel better and safer now. A propane leak that could have caused a fire and possibly a fatal fire. Thanks fo supporting the company and not the client. What world do you live in?
 
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