Customer Service, RV Repair

Poor Customer service regarding repairs from Heartland RV the manufacturer of our Big Horn 3055 RL

we purchased the RV from River City RV, Medford, OR, in April of 2007. to be brief, this is the sixth time in a year it has been for repairs of warranty items. We have had to cancel our travel plans in order to return the rv to River City for repairs. We have had to wait weeks for parts, argue about getting the repairs/parts done, and been totally unsatisfied with the work done. In April we took the fifth wheel to River City RV because the lift system was defective, after waiting a month to get the rv returned to us, we left the southern Oregon area, used the lift system and had the same problem as before. since we were not in the area, we selected another dealer in the Portland area to repair the problem with the lift system and also noted another problem, possibly with the frame of the unit. We also called River City RV on June 2 to note the problem with the lift system. They were trying to work with Heartland, and the lift system manufacturer, Lippert to get an authorization for repairs. Since we waited weeks to hear from River City and did not ever hear anything about scheduling a date for the repair in the Portland area, we called the dealership directly to schedule a repair appointment, for July 10. The fifth wheel has been at the rv dealership since July 10, and neither Heartland or Lippert through numerous phone calls has diagnosed the problem. Someone from Lippert was supposed to be at the rv repair center yesterday July 29, after taking a week to get to the repair center from a near by town. What can a person do to be effect to seek timely repairs of an RV? Even if we get someone from Lippert to the RV center to diagnoise the problem the past experience with Heartland and Lippert in getting parts esitmates the repair will take many more weeks to fix. Does anyone have any advice? on how to expidiate this situation.

Comment On This

We went thru the same type of thing. We have our Heartland Cyclone for 10 months. It spent 8 months at the RV shop. Things broke every time we took it out. And then it would take them weeks to respond to approve warranty items. Many of the items they fought us on trying to say we did something to break them. Then shipping was another story. It would take them forever to ship and they even closed down for weeks without shipping out our parts before hand.

I believe they drag out the process since there is only a 1 year warranty. This way when things continue to break, you are out of pocket.

Don't bother complaining because they don't respond to complaints. If they do respond it will be 6+ months later.

I recommend people do not buy Heartland RV's. We traded in ours taking a huge loss but now have a KZ that we love. We can actually use it without everything breaking on it.