In 2006 We purchased a 2007 Sundance (Heartland product) 5th wheel 2700 RLS from Darrell MacDonald at Pattersons at their Moncton location. He was a fantastic sales person. As with any brand new unit warranty work is to be expected. DArrell made sure we were well taken care of and all the warranty work was performed on time and with the utmost of care.
Finding this unit a bit on the small side early in 2007 we upgraded to larger 2007 Sundance 5th wheel model 3200ES. Again we purchased from Darrell and the total transaction was smooth.
Now the problems begin... Darrell left the company and moved on..we needed warranty work and it was just one thing after another with the service level of Pattersons. Firstly we requested a booth instead of a dinette set. I believe to my recollection it was 3 tries before the booth was finally delivered and was the correct size. This was more than 1/2 thru the camping season and I had to contact Heartland directly to help me. Upon delivery the booth cushions were torn, and the service man said it was the way Stacy put it in the truck. Now theres an individual... she books the service appts..NOT... upon our salesmans departure things just went totally downhill on our warranty work.
Things that were pointed out when we first rec'd the rig..(I knew the drill)
Hole in Kitchen floor
Tear/cut in Livingroom carpet
Embedded marks on bedroom closet mirrors
Facia board buckled on main living area slide
Leaking under the slide during travel in the rain
Shower leaking
etc etc
Pattersons (Stacy) agreed to replace and repair all of the problems.
It was agreed with Stacy that we would be willing to wait until end of season for most of the repairs so as not to lose use of the unit during the short camping season. In Oct 07 I contacted Stacy, for an appt. stressing that the unit must be back in our posession asap after the repairs as we store in our backyard and once the snow flies there is no getting it in. She assured me that if we would be willing to let the unit go to the Miramichi branch for the warranty work it would only take approx a week..so we agreed.
I called and emailed numerous times and was just put off... parts were not in, yadda yadda just one excuse after another..finally we drove up..upon entering our unit the propane alarm was screaming non stop b/c the battery had run down in the unit. Instead of installing new carpet we had previously requested cushion floor through out the kitchen and living area.
Stacy stated that the unit would be ready within a week. (Its now Nov)..we stated the importance of getting it back before the snow season. To make a long story shorter... in December I demanded via email and telephone our rig be returned to us..the week had turned into over 7 or 8 weeks. They had taken it upon themselves to winterize the unit remove the batteries and move it across the highway into their STORAGE... we did not ask them to store our unit for the winter. We demanded they deliver it to our cousin's home approx an hr away. We knew we couldn't get it into our yard with the snow.
Upon receipt of the unit at our cousin's we insepcted it... there was more damage done AFTER ALL THIS TIME... then we started with and the warranty work was NOT completed. The new cushion flooring was a mess..they didn't prep the floor there were lumps and bumps everywhere!!! The new facia board was not on... The woodwork was all gouged in the bedroom where they put on the new closet mirrored doors..and they were hung WRONG..the base of the bed had big gouges out of the wood, where it was hit with the doors when they were trying to install them. When I called to complain Stacy stated that all would be repaired come spring... LIKE I BELIEVED THAT??? she said tape would cover the gouges in the wood... I said if I wanted scratched and gouged wood I would have purchased a used unit.
Awww come spring I started calling for service and repairs..and was put off put off put off... and I knew my warranty was running out but according to Stacy that was not a problem she would honor it because of all the problems and I was not to worry I had lots of emails from her stating the problems would be recitified... Like I would trust someone who lied to me before.
This has made us totally dislike our nice new unit... I dont' mind paying for something but I want what I paid for... we stopped into the Moncton branch in August of this year (and my warranty work is still not done)... to see if there was anyone there that could help us... when they said hi how are you I said you really want to know... he stated no honestly I dont' want to know and walked away... talk about disheartening...
We left there and drove to Pine Acres RV to see Darrell our original salesman to see if he could guide us as to who we should contact concerning all of our problems with pattersons...
I need to stress here Heartland is a great product... they make gorgeous units..the service at pattersons is what turned us off completely. We are now the proud owners of a Gulfstream Motorhome which we purchased from Darrell and we traded in the sundance, service at this new dealer has been fantastic..they can't do enough for us..we picked up our new unit and found gifts on the table, wine in the fridge, and they've called more than once to ensure all is ok and we are happy..our small warranty issues were resolved without incident.
The week we were picking up our new unit I called pattersons once again demanding that all parts, flooring, closet tracks, facia board etc be delivered immediately to their Moncton branch and we would take care of the repairs ourselves. Once I stated we would take care of the labor end of things they were pretty quick to ship down the parts within 2 days of my call. I can just hear them now "whew finally rid of them"..you betcha your finally rid of us... and we will ensure everyone knows the issues and problems we had with their customer service!!!
MC
Moncton, NorthWest Territories
Canada
0 comments