Complaint Tires, that were originally installed by the manufacturer, do not match the Federal Certification Label. May 16th, 2015 I purchased (second hand) a 2012 Heartland Road Warrior 305 RW fifth wheel trailer. My mechanic brought to my attention that the tires(ST235/80/R16E) were "not legal" (his words). The Federal Certification Label specifies ************** After confirming with the original owner that these were in fact the tires that originally came with the trailer I contacted the dealer, Heidis RV. Heidis said it was a manufacturing issue and that I would have to call Heartland directly. I agreed and called Heartland. Heartland said the "proper process" was for me to deal with a certified dealer(Heidis) and that it would be up to Heidis to convince Heartland that they had made a mistake. I relayed the message back to Heidis and discussed my concern about having tires that were smaller and weaker than what was called for on the label. Heidis said they would look into it and get back to me in a day or two. They called and informed me that the tires were legal and did not have to match the label. Still concerned, I asked if Heidis would provide me with documentation that the tires were legal, so that I may show this to law enforcement should the need arise. I provided Heidis with information that backed up my concern. I was then informed that because I was the second owner I was not eligible for any warranty claims. I believe this is a defect issue and not warranty. I agree with Heidis that this originates with the manufacturer, however, this should have been noticed during the PDI. I did not get the document I requested and have not heard back from Heidis in over two weeks.
Desired Settlement Compensate me the cost of purchasing and installing the proper tires on my trailer of $2252.03.
Business Response This response is in reference to the letter received from your office dated June 19th, 2015 concerning the Road Warrior 305RW. This unit was purchased used as is with no warranty from Heartland RV. :Heartland RV produces the Road Warrior 305RW with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units. The tag on the unit states "ST235/85/R16G" this was a mistake when the label was produced. There would be no coverage for this issue from Heartland as the tires on Mr. Hall's used Road Warrior are correct per our sales brochure. Heartland RV has contacted Mr. Hall and we will be sending him a corrected vehicle identification tag for his unit.
Anthony ***** Heartland Customer Service 2912 Dexter Drive Elkhart, IN 46514 Phone 574-262-8030 Fax 574-206-0910
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I received the new sticker from Heartland on July 15th, 2015. It also calls for a larger tire than the ones installed. Therefore the ones installed are not legal.
The tires on the trailer (originaly installed by Heartland) are size ST235/80/R16 E. This is clearly stated in my complaint.
The original sticker on the trailer states size ST235/85/R16 G.
The new sticker states size ST235/85/R16 E.
Their letter states that because the trailer was purchased used it is void of any warranty. As I have stated before, I believe this to be a defect issue.
The second paragraph of Heartland's letter states "Heartland RV produces the Road Warrior 305RW with tire size ST235/85/R16E. This is listed in our brochure for the 2012 Road Warrior units". This proves I have a legitimate grievance. The original sticker, the new sticker and their brochure all call for larger tires than what was installed.
Please let me know what you think. Thanks again for your time,
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Pretty safe to assume mine was not the only trailer with an incorrect sticker. Is heartland aware of other trailers like mine? If so, in the interest of good customer service, are they going to issue a recall or at least make an attempt to contact these owners so they do not experience the same inconvenience I have?? I would like an answer to this question before I consider accepting their resolution. Thank you.
Final Business Response This response is in reference to the letter received from your office dated July 28th, 2015 concerning the Road Warrior 305RW. The information that Mr.***** is requesting can be found on our web site. The website address is www.heartlandrvs.com. He will need to click on toy hauler section and then the brand .Road Warrior. From there Mr. ****** will be able to access his floorplan 305RW and under the specifications section it will list out the tires that we install on the 305RW.
Complaint Shower drain continues to leak, 4 ineffective repairs made, numerous other item failures/defects. I can't go RV'ing because my 2014 HEARTLAND Wilderness leaks grey water all over the ground. I bought it NEW from ******* ***** and have made 6 attempts to get the problem fixed, 4 of those attempts resulted in repairs being made, which have all failed. Camping World (multiple locations) keeps putting a band-aid on a fracture. Camping World only does repairs that Heartland will allow/approve. I have been fighting this battle with CW and HL for over a year now and it seems I have lost.
Items that have fallen off, broken, or failed: spare tire cover, holding tank drain cap, holding tank T-handle, TV mounting screws, rear bumper end cap, oven wouldn't stay lit, exit door threshold, stabilizer mounting screws, shore power coupling mounting screws, kitchen sink drain plumbing, bathroom sink drain plumbing, external propane coupling, water heater wiring bundle, kitchen drawer, main entry door, main entry screen door, mattress collapsed, TV cable connector, shower faucet valves(both), SHOWER DRAIN PLUMBING LEAK, slide-out leaks while traveling if raining.
Desired Settlement I would like full trade in value(price paid) or exchange for equal product constructed correctly. Exact same model would be acceptable pending thorough inspection.
Business Response Contact Name and Title: Jim ******
James ****** Heartland RV Customer Service 2912 Dexter Drive Elkhart, IN 46514
August 11, 2015
***** ************ Dispute Resolution Services BBB of Northern Indiana 4011 Parnell Ave. Fort Wayne, IN XXXXX
RE: Case # XXXXXXXX
Dear Maria Anciani-Dutt:
This letter is in response to the letter received from your office on July 30, 2015 regarding ***** ******** 2014 Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX.
Mr. ******** has taken possession of his unit from Camping World after the repairs were made to the shower base. At this point neither Camping World nor Heartland have received any feedback from the customer stating that the repairs had failed. If the repairs have failed Heartland has an open offer to pay Camping World to replace the shower base and install extra bracing under the new base.
Please have Mr. ******** reply with whether the repair was successful. If the repairs were not successful explain what has failed. The customer can take the unit back to Camping World for full inspection. Heartland will ship the new base to Camping World prior to the inspection to prevent any lost time or delays and Heartland will work with Camping World to change the shower base.
***** ****** Heartland Customer Service
2912 Dexter Drive Elkhart, IN XXXXX Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) "the definition of insanity is doing the same thing over and over and expecting different results"-Einstein. I have no interest in yet another repair attempt from either Heartland, Camping World or Mr. ******. Documentation of previous dialogue with the above and myself and the WVAGO will be mailed USPS to your office promptly. I have followed almost identical instructions before regarding the shower drain issue, to no avail. Documentation to follow.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) NOPE. the requirements of Magnason-Moss have more than been satisfied. ******* ****** regardless of location has shown me nothing but incompetence and each time I get it back from a Camping World and Heartland "working with the dealer to resolve this issue" not only does THAT repair fail but I find something else wrong with the RV. Slide out leak NOT fixed even though a 1" gap can be easily seen and the shower faucet valves were installed upside down. So NO I am still uninterested in YET ANOTHER REPAIR ATTEMPT. I want a full purchase price refund for this unmitigated disaster Heartland has put their name on and released from their production facility. I feel compelled to inform that the following govt agencies have/will be notified about the performance of this product and it's manufacturer/dealer...NTSB, EPA, and FBI.
Final Business Response James ****** Heartland RV Customer Service 2912 Dexter Drive Elkhart, IN 46514
August 24, 2015
***** ************ Dispute Resolution Services BBB of Northern Indiana 4011 Parnell Ave. Fort Wayne, IN 46805
RE: Case # XXXXXXXX
Dear ***** *************
This letter is in response to the letter received from your office on July 30, 2015 regarding ***** ******** 2014 Wilderness 2175RB Travel Trailer VIN # 5SFNB262XEEXXXXXX.
Mr. ******** has taken possession of his unit from ******* ***** after the repairs were made to the shower base. Our only offer to Mr. ******** is to not attempt a repair on the shower base rather replace it. Heartland is not going to replace the RV, we are going to work with Camping World to resolve the warranty concerns Mr. ******** is claiming are present.
Please let us know if the shower base is leaking so Heartland can get the new base shipped to Camping World and the unit scheduled in for the replacement.
Complaint I have had one problem after the other with this unit. The main one is the AC system. With the open plenum the cold air never make it way into the coach. This is a failed system, after talking to the manufacture of the AC they told me the AC are not meant to run time. My AC run for 10 to 12 hrs. per day and still can not cool the unit off. With the open air plenum the air has no way to enter the coach. There is no diverter that direct the air to the diffusers so the cold air can get into the coach. The park I am in is fully shaded there is no direct sun light that hits the coach and I can't keep it cool enough to live in. If it was in direct sun light it would be unlivable. There ads state that this is a 4 season coach and with this design that is not true. I am almost 65, I could die in this unit if I was in direct sun light due to the heat build up. There ads are false and the AC air delivery does not work. Product_Or_Service: filth wheel rv
Desired Settlement Fix the AC to where the cold air from the AC is directed into the unit or buy this unit back.
Business Response This response is in reference to the letter received from your office dated May 22nd, 2015 concerning the Big Country 365ORL YIN # ****************. This unit was purchased on March 11th, 2014 with a 1 year warranty. Mr. ***** contacted Heartland on 4-28-14 to discuss the air conditioning in his unit. At that time, Heartland offered Mr. ***** two options to get the A/C unit looked at. One option was to take into a dealer or the second option was to have a mobile repair service come to the unit. The customer refused to take the unit into a dealer unless he was reimbursed hotel fees. The customer then refused to have a mobile servicer come out to his unit as he would be responsible for the trip fee. Neither of these fees are covered by our 1 year warranty. It's the customer's responsibility to take the unit into a dealer for service or locate a mobile repair servicer to come to the unit. Heartland did receive a call back from the customer on 7-1-14 to discuss the a/c issue and some other issues he was having with his unit. At that time, Heartland worked with the customer on locating a mobile repair service to come out to inspect the issues Mr. ***** was having. Upon inspection the mobile servicer *** *** *** did find an issue with the ducting not being sealed correctly. They resealed the ducting at that time. Heartland paid *** *** ** for these repairs under our warranty less the trip charge. Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. *****. Heartland RV will not be replacing this unit.
Anthony ****** Heartland Customer Service
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The statement issued by Heartland is incorrect. I have never refused to take this unit in or call a mobile repair company. They did not find *** *** ** repair for me I found it my self. The answer to the A C problems have never been answered correctly. I have had to so much time off from work to deal with the mobile repair and take it in to service center that my job is in jeopardy. This is the reason I have not been able to get my unit in. It is not that I have never refused to take it in. I have more miles on this unit from take it to repair shops that I do in traveling. I have also sent picture of the furniture that is rotting (yes rotting) and have heard no response on this issue. The list of repairs to this unit is ridicules. Heartland seen to have no quality control and it is left up to the owner's to spend there time to make up for the lack for of quality. I can provide the BBB with a long list of problem if necessary.
Final Business Response This response is in reference to the letter received from your office dated June 5th, 2015 concerning the Big Country 3650RL YIN # ***********. This unit was purchased on March 1 lth, 2014 with a 1 year warranty. As stated in the previous letter sent on June 1st, 2015 Heartland RV has stood behind our product and paid for repairs to be done to correct defects from manufacturing. The issue Mr. ***** is having with the A/C it was determined by the mobile servicer **** **** ** that the ducting needed to be resealed. Heartland RV paid **** ***** ** to reseal the ducting less the trip charge. The trip charge is not covered by the one year warranty. In regards to the issue with his chair Heartland RV received pictures from Mr. *****'s selling dealer **** ***** *** on June llth, 2015. We have sent those pictures to our furniture supplier for review. Upon review the supplier has determined that the issue he is having is caused from not cleaning the furniture properly. The response from the supplier was sent *** *****. The supplier did send instructions for cleaning of the furniture which I have attached. Based on the suppliers review of the pictures supplied the issue Mr. ***** is having is not related to a manufacturing defect of the product. The one year warranty on the unit covers defects related to manufacturing. Heartland RV has stood behind our product and covered the repairs to fix defects from manufacturing for Mr. *****. As previously stated, Heartland RV will not be replacing Mr. *****'s unit.
Complaint Heartland has not repaired warranty issues with our trailer after agreeing to do so. Now Heartland is refusing to repair parts of the trailer. In July of 2013 I purchased a travel trailer model 32buds for over $32,000.00. Since our purchase we have had the roof leak, shower drain break, door shock break, awning with a defect, outside shower break several times, entire trailer get flooded with water, slide out fascia fall off, and many many other issues. All issues were reported to the manufacturer during the warranty period. The trailer went to ******* ***** for it's first repairs. ******* ***** is where I was told to take it for warranty repairs. ************* had our trailer for 10 weeks and still did not correct the issues. Hartland was contacted about the ongoing issues and it has been another 8 months trying to get this trailer repaired. It looks to be one last issue to repair and now Harland is refusing to cover the awning stating that the defects in material had to be noticed within 10 days of purchase. This is a defect in the material of the awning and Carefree's warranty states a 1 year warranty on defects. I really think Heartland has sold me a lemon and does not intend to honor their warranty. We are almost to 2 years of ownership minus the 4 months it has been in the repair shop to date and is still not repaired.
Desired Settlement This trailer has proved to be a lemon and has been in a repair shop and not fully repaired for the duration of ownership. I would like the trailer from Heartland swapped out with a new trailer at Heartland's expense.
Business Response This letter is in response to the letter received from your office on March 3, 2015 regarding **** ***** 2014 Northtrail 32BUDS travel trailer YIN # ************ purchased on 7-17-13. This unit was sold with a 1 year warranty. The warranty expired on 7-17-14. The ****'s contacted Heartland before their warranty expired to note the issues they have encountered that they wanted to be covered under the warranty. We received a work order from Vacationland and reviewed it and agreed to cover all of the manufacturing defects. Two items were not considered manufacturing defects, they were the awning that has holes in it and sealant issues. Holes in awnings can occur from various causes and for it to be considered for warranty it has to be noted at purchase. The boles in the awning were not noted. Sealant is considered customer maintenance; it deteriorates and has to be periodically checked to ensure that it is sealing the coach from water intrusion. Attached is our maintenance schedule noting how often to inspect sealant, this schedule can be found in the owner's manual. We will continue to work with the service center on the remaining issues that are manufacturing defects noted during the warranty period. There will not be any consideration for any issue not noted or any issue that is not a manufacturing defect. A trade or a repurchase is not a part of the warranty agreement Heartland has with the customer and will not be considered. Sincerely, *** ***** Heartland Customer Service
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As stated in complaint Hartland has not repaired all items in a timely manner. The awning fabric comes with a one year warranty for defects in materials. Hartland does not have their facts straight about the awning fabric. The Manufacturer of the awning "Carefree" warranty states if there is damage to the awning it must be noted when purchasing. The Carefree warranty states a 1 year warranty on awning materials and workmanship. The manufacture of the trailer Hartland would not even have the awning sent to carefree for evaluation. The shop Vacation Land explained to Hartland that the awning in no way was damaged and that the awning fabric had a defect. The rubber roof it comes with a 10 year warranty from the manufacturer as long as it is maintained yearly. This means the sealants and cleaning etc. Where did this maintenance schedule come from it was not provided with the new trailer I bought from Hartland? This is an inspection check list at best. This Maintenance schedule also does not state any maintenance it's a list of items with a check mark next to them. Check the roof is leaking every 3 months and I had to fix it myself because Hartland sat on the repairs for six months, Check cleaned all the water out due to roof leaking, tub drain breaking, outside shower connection breaking, ETC. Check when my slide out fascia fell off on vacation in transit I had to nail it back into place myself because Hartland did not help at all they asked me to just set it aside until we get back from vacation. I had maintained the roof every 3 months all was good the first two times and the roof started leaking just after the 6th month and Hartland did not have it fixed. If I would have waited on them to fix the roof leak the trailer would be total garbage by now. As I stated the trailer has not been repaired from the very first problems reported to Hartland just after 6 months of ownership to date including roof leak. These people produced a lemon and know expect me to just take it with no fight for what is right and that is not going to happen. Since I have owned this trailer it has been in a repair shop for 4-5 months at two different shops and the trailer was not repaired in the interim between shops making a total of 1 year of down time and two spring high seasons of use gone. The shop the trailer is still currently at stated to me and my wife that they have never seen a travel trailer built this poorly with this many problems in the first year of ownership. You see in Hartland's own response they are claiming that the warranty expired on July 17, 2014. Well that in itself shows that they are still working on the original issues on the trailer 8 months after the warranty ended! The issues some of those issues where reported to them January 2014. It substantiates my claim that they have not been cooperative or made repairs in a timely manner. How exactly to you maintain a trailer that has had 1 year or more of down time since purchased?
Final Business Response This letter is in response to the letter received from your office on March 17, 2015 regarding **** ***** 2014 Northtrail 32BUDS travel trailer YIN # ************purchased on 7-17-13. This unit was sold with a 1 year warranty. The warranty expired on 7-17-14. We contacted the service center performing the work and were informed that the ********s picked their unit up and signed off on the warranty repairs that were completed. The only item on the list that was not completed was the awning fabric. The awning damage was not noted on the original work order dated prior to the warranty expiration from ****** *****. This work order is what we based our approval on so therefore this is being considered damage and not warrantable. All of the warranty work was completed and the******** now have possession of their Northtrail. Heartland considers this matter closed, Sincerely,
Complaint We were lied to and unit has been in repair shop for 4 months. On 5/19/2014 we purchased a 2015 Heartland Bighorn 3160EL from sales rep ******* ***** of Great Lakes RV Center in Elkhart, Indiana. We made a cash payment of $49,500 still owing sales to our home state of Minnesota. Great Lakes RV Center assured us there was never water in the underbelly and the discolored caulk was still drying and would turn white. Within a week of moving in, the underbelly was full of water. After calls to GLRVC and Heartland we had to pay $175 for a mobile tech to determine the cause. On 6/24/2014 brought unit to the nearest Heartland service center which was ***** ** in Owatonna, MN. with a list of 21 items to be repaired. We were expecting our completely repaired unit in 3-4 weeks. On 9/23/2014 Noble RV told us they have done all they can for us and unit is still not fixed. We called Heartland and were told they would get to the bottom of this and they would expedite the parts to Noble RV. As of today 10/13/2014 we are still waiting because Heartland and Lippert are blaming each other over the parts. We live full time (still in our old RV)and are preparing to head south for the winter. With no resolution in sight - what should we do? No one should have to wait 4 months for repairs and deal with all the stress and frustrations.
Desired Settlement We demand a full refund - $49,500 (rv) + $3295.50 (MN tax and license) + $175 (mobile tech) = $52970.50
Business Response This letter is in response to the letter received from your office on October 14, 2014 regarding *** **** 2015 BigHorn 3160EL fifth wheel VIN # ******** purchased on 5-19-14. We were contacted by Mrs. ***** on 9-23-14. We then made contact with the servicing dealer and all of the concerns were resolved with the exception of the remote control. We started working through the issues with the remote control with them. Unfortunately, through multiple attempts at getting the remote synced through the system, it was discovered that the selling dealer had lost the original remote that was for the *****'s unit and gave them a replacement remote that was not synced with the system. The selling dealership went out of business; therefore, we cannot verify this or work with them to locate the original remote. The servicing dealer is no longer willing to troubleshoot the issue due to their back log of service for their customers. Therefore, due to the extenuating circumstances we have offered to bring the *****'s unit back to the factory to replace the remote system to resolve the concern. Once the unit is returned we will replace the system and ensure it is working properly before we ship it back to the *****' s. This should bring final resolution to the situation. Sincerely,
***** **** Heartland Customer Service
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is in response to the letter we received from ***** ****** at Heartland on October 31st, 2014. Our first contact with Heartland was NOT 9/23/14. We have ongoing records since 5/27/14. We spoke to ***** ******** of Heartland way back on May 27th that the remote given to us was not the original, along with the lies about the water in the underbelly and the mismatched caulk. The selling dealer was still in business at that time. The concerns are NOT resolved. The servicing dealer ****** *** is not willing to work any longer on this unit because they received parts FOUR different times. ***** ** concluded that it is internal wiring in a wall. They told us the manufacturer needs to stand behind their product and the unit has to be removed from their lot. They recommend it be sent back to Heartland. Therefore due to extenuating circumstances we demand a full refund, as we have waited over FOUR months for Heartland to resolve these problems. We will not sign the one sided release form to return the unit back to the factory until we seek legal advice. We have also contacted the Attorney Generals of Indiana and Minnesota.
Final Business Response *****, I sent you an email before explaining that this customer was not going to accept an answer from me until they received the unit back and all was well. They just received the unit back and I am writing up a response now.
This letter is in response to the letter received from your office on November 3, 2014 regarding **** ****** 2015 Bighorn 3160EL fifth wheel VIN # 5SFBG3726FE286670 purchased on 5-19-14. Heartland returned the *****'s unit to the factory to perform the repairs. The repairs were performed successfully. However, when the unit was returned to the *****'s there was slight transport damage and other concerns that are not related to the repairs done at the factory were found. Heartland worked with a mobile tech to perform the repairs to the unit with the exception of the transport damage. The *****'s are waiting till after their trip to take the unit to a dealership to have the transport damage repaired. We have the remaining concerns noted in their unit file and will work with them to correct the transport damage when they take the unit in. Sincerely, **** **** Heartland Customer Service
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Mr.**** latest response is accurate. However, until all the issues are resolved, this case will not be closed.
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