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As first time RV purchasers we had many questions and... - Paul &Laura Altenhof
As first time RV purchasers we had many questions and concerns. Robbie and his team were there for us every step of the way with just a text and call. We are so happy and can’t wait to go camping. Thanks again to this amazing team.
I purchased my 2012 RoadWarrior 415RW TRX RV in... - sakkit
I purchased my 2012 RoadWarrior 415RW TRX RV in Saskatoon, Saskatchewan in May 2012. Given my work, I was transferred to Windsor, Ontario in August 2012.
On April 29th I contacted Rick who is the Service Manager at Renaud RV in Harrow, Ontario and explained the issues I was having. Namely a broken wheel well flare / mud guard, and the decals were pealing on the front cap. Rick advised that I did not have to bring the trailer in, and that photo's would suffice. I sent the photo's and he advised that he would order the parts from Heartland RV.
I contacted him at the end of May, to see if he had received the parts, and he advised that he had not, and that he would call to get me in for service when the parts arrived.
Finally I contacted him today (June 27th) and he advised that the parts were now in, and that I could bring my trailer over next week to have the service completed. However he advised that Heartland was only going to pay for 2 hours of labour, and that the decals would take his guys a lot longer than that and that he would be billing me for several hours of labour even though this was factory warranty work. I was astonished and questioned him on this given the fact of the factory warranty. He advised that it is what it is and he was not going to lose money because my decals were peeling, and that I would have to pay no matter what. He advised that because I purchased the RV from another dealer, he did not care about the service work on my trailer, and that if I had bought the trailer from him, it would have been a different story. I explained that my job transfers me around a lot, and i could not control where I bought my RV from, he did not care. Rick replied "you cannot just jump around from dealer to dealer, and expect that everything is covered". I questioned if I should call Heartland to figure this out, and Rick advised that he thought I should.
I contacted TRX RV in Saskatoon, and they advised that there was not much they could do, but that I should call Heartland Customer Service.
I did and spoke to Jamie Justis with Heartland Customer Service who was very helpful and understanding. Jamie advised that from what he could see on his records, the work had been completed by Renaud RV already, the file was closed, and Renaud RV had been paid already. I assured Jamie that Renaud RV had not even seen the trailer yet, never mind completed the work. Can anybody say "FRAUD"!
Jamie contacted Rick at Renaud RV. Jamie called me back and advised that everything was fine now, and that I should contact Rick, and that things were now figured out as far as the factory warranty being covered. I contacted Rick, and immediately he was confrontational and antagonistic. I advised that I understood everything was figured out, and he advised that it was and he would "do me a favor", and do the work for me. He advised that I was "taking food off of his plate", but that he would "do me a favor", and do the work for me anyways. I confronted him with the fact that he was not "doing me a favor", and that i had purchased a $70,000 trailer with 1 year factory warranty. Rick did not care. I questioned whether I should put the decals on myself, and he responded "you can if you want". I confronted Rick again, and told him that if this was going to be his attitude towards service, why does he not just stop dealing with Heartland, and he advised that he wished that he could stop dealing with Heartland.
Given the fact that Rick was obviosuly not interested in doing the work on my trailer, and very obviously not in need of my custom, I feared that he may do a rush job, and not fix my $70,000 brand new trailer properly. As well if they were willing to defraud Heartland, I am sure they would not think twice of screwing me.
I contacted Jamie again with Heartland who advised that he would figure out something whereby I would get sent the parts directly, and I could find a "reputable" dealer to install them, and they would pay the labour as required.
Thankyou Heartland.....and Jamie!
Stay away from Larry Renaud RV!