Public Mediation

Heartland Recreational Vehicle Dispute

J. S. vs. Heartland Recreational Vehicle
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1043140
    • Amount Involved: 6,511.00
    • Filed On: Dec 24, 2013
    • Posted On: Jan 04, 2014
    • Complaint(s):
      • Problem with a product
      • Customer service runarounds
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"Reference:

Fifth Wheel, 2009 Big Country 3300RL
VIN: 5SFGF33229E015560

December 24, 2013

Customer Service:

On June 23, 2009 we bought this Fifth-Wheel in a special sale from Pleasure Land RV Center in St. Cloud Minnesota. According to this Dealer (which is not one of your dealers) the unit was repossessed by the bank and only used for about three months by the first owner.

We are using this unit to travel south during the winter months to escape the cold winters in South Dakota/Minnesota and enjoying it very much. During the 4 years we have used this unit, we have encountered many problems which can be classified as “manufacturing defects”.

Following is a list of problems which I have been able to repair myself. I am a retired electrical/mechanical engineer and as such I am well capable of fixing these problems.

1. The check valve for flushing the black tank was mounted in reverse and as such flushing was not possible. I contacted your service department and they told me where the valve was located and how to get access to it. After I installed the valve correctly, flushing the black tank is no longer a problem.
2. The Audio output from the TV was connected to the auxiliary output from the radio/amplifier instead of the auxiliary input from the radio/amplifier. I rewired this and the TV audio can now be played over the Radio/Amplifier.
3. All blinds were mounted incorrectly. The upper bar was turned over and screwed directly to the wall therefore the spring was not functioning. As a result the strings were breaking. I have restrung all the blinds and used brackets provided by the manufacturer of the blinds.
4. The kitchen cabinet was sagging 1.5” and needed to be supported by a post from the countertop to the base of upper cabinet.
5. The sink mounted under the countertop became lose. This was caused by not using water proof wooden strips nor water proof glue.

There are two problems left which I cannot resolve myself without your help.

1. The brown/orange decal strips (only the brown/orange, not the blue ones) on the outside of the body are shrinking and they look very ugly (not a good promotion for your product)
2. The most important problem; the outer edges from the slide out floors are rotting away because of a ¼” bare plywood exposure to the elements. This has been rotting about 5” into the floor. This is a very severe problem which will only show after 2 or 3 years of use and thus outside the 1 year warranty, if this was still in effect.

These two problems have nothing to do with the first owner like your warranty clause states in the operator’s manual.

I contacted two of your dealers in the Minneapolis area.
1. RV World, 7405 US Hwy 10, Ramsey MN 55303; who told me the floor job was too big for them.
2. Minneapolis Trailer, 12975 George Weber Drive, Rodger MN 55374; who told me that they had to take out the slide-outs and then replace the whole floor. This came to an estimated price of $20,000.00 and this was not an option for me.

Minneapolis Trailer told me also that you made an improvement for this problem by covering the edges of the floor with a plastic corner. This improvement has been made on later models.

I had to look for other options.

A good friend of mine (a retired structural engineer with experience in trailer repair) has a woodworking shop in Alvarado Texas. Together we have been able to fix this floor problem by replacing the 5” ends of the floor with 1” thick high quality industrial polyethylene, anchored with dowels, epoxy glue and stainless steel screws.

I am looking for a compensation for this floor repair. The enclosed invoice shows you how much time was spent to repair the floor and material was used for this repair. I believe that you should be responsible for the payment of this repair because this is clearly a “manufacturing defect”

Last but not least: a couple days ago, by replacing the fuse in the “LP detector” in the back wall, I found out that there is NO insulation in this wall!

I am willing and able to come to your factory to discuss the repair and at the same time I request you taking care of the decal problem. I have been making pictures from the decals and the floor before, during and after the floor repair. I also made design drawings from the floor repair which I am willing to show to you.

Since we are south for the winter, the best way to contact me is by telephone or email. Regular mail goes to our mailing address and there will be a delay before we receive it.

We love our RV but all those repairs were very frustrating and made a dent in our retirement budget. Hope you are willing to give us some financial break.

In the meantime I am waiting to hear from you.

Sincerely





Jacob Schuyt


Enclosures
- Invoice
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What Claimant Wants Hide
1. Compensation: Time and money spent to fix the problem Jan 08, 2014 $6,511.00
2. Other – Copy claim to regulators Jan 08, 2014 $14.99
3. Other – Pay for claim posting cost Jan 08, 2014 $7.99
4. Other – Physical delivery charges Jan 08, 2014 $2.99
Cash total : $6,536.97
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Respondent's Counteroffer

There has been no response to this claim from Heartland Recreational Vehicle. This claim will remain posted until resolved
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