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Thread: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

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    Junior Member
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    Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    My husband and I purchased a 2011 Cyclone 3010 last April at a dealer in Southern California because our only local Heartland dealer didn't stock the Cyclone and we wanted to see & get a feel for the unit before we plunked down our $$$.

    We have been having several water leak issues and took it to our local dealer in Las Vegas for warranty work. The dealer accepted the unit and "solved" the problems. While on a trip last week in So. Cal. the water leak was back along with additional ones. So we took it to another local dealer while on vacation hoping that they could solve our problem and allow us to continue our trip.

    The So. Cal. dealer was happy to fit us in and identified 3 different water leak issues, one from behind the water heater and two in the water line that were caused during manufacturing. They fixed those issues and we continued on our vacation. Sadly, this was not the last of our Cyclone woes, once back to camp, 60 miles from the closest dealer, the water pump wouldn't prime. We just turned off the water and used camp facilities in order to enjoy whatever we could of the last of our weekend. On the way home, we stopped again at the So. Cal. dealer and again they were happy to take a look and try to help us.

    Sadly, it appears that the issue is much more complicated that the 2-3 hours we had to spend and we had to hid the road home without resolve. We were told to have our local Las Vegas dealer call the So. Cal. dealer and they would walk them through what they found. Once we got home, my husband called to make an appointment and this was the response he received via e-mail "I am very sorry to hear all the problems with your Cyclone trailer. Unfortunately we have been informed from our ownership we cannot work on any RV Manufactures products supported by ******* ****** RVs not sold here from our dealership to locals here in Las Vegas and surrounding areas. At this time I would advise you to contact your selling dealership or the manufacture for further help. I do apologize for this and if after your warranty period any needs that I can assist you with please contact me."

    We are furious! We have been long time customers of this dealership and they have already serviced this unit and this is the customer service we receive? The closest Heartland dealer is 500 miles away. I haven't had a chance to contact Heartland customer service because we received the email after business hours on Friday. Has anyone else had this problem and how did it get resolved?

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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    This story is infuriating ! It reminds me of the 60's when one (as in my brother) would buy a Pontiac GTO at a better price from the dealer in the next town only to find out the local guy who sold the Pontiac GTO at a higher price would not help when the GTO broke under warranty ! Simply infuriating, I thought those days were gone - guess not ! Maybe that's why Pontiac is no longer in business, serves them right. I would suggest finding out where Heartland suggest you buy.
    Tom & Patti
    Lancaster, PA
    RV - 3670 RL
    TV - 3500 HD DW NBS

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    Moderator cookie's Avatar
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    This is not the first time I have heard of a dealer refusing repair work for a rig purchased elsewhere. This is one of the problems that can be encountered when not buying local.
    They should not have refused you all together, but they might not get to your rig in a timely manor.
    I think that they have a problem working on some repair work that was done elsewhere.
    Give Heartland Customer Service a call tomorrow and explain your situation.
    Heartland Customer Service
    877-262-8032 / 574-262-8030

    Peace
    Dave
    Dave and Mary
    and C. J.
    2011 Bighorn 3585RL

    2013 RAM 3500, CC, DRW, Aisin
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    Original Owners Club Member jmgratz's Avatar
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    Be aware that you do not have to go to a Heartland product dealer to get your repair done. Any RV repair shop can do your warranty work as long as it is pre-approved by Heartland. Contact Heartland Customer Service about this. As far as the local dealer refusing your service I would write a letter to the local news media (TV station) consumer advocate and the Better Business Bureau about this business practice as well as notifying Heartland Customer Service. Maybe some negative publicity for the dealership will open their eyes. You could also write a letter to Trailer Life magazine about them. I would CC a copy of each letter to the owner/General Manager of the dealership. Good luck.
    Jim & Sheila Gratz - owners club #1018 Workamping as Sales Associate with SE Publications Certified RV Walk-through Technician [/I] 2013 Landmark San Antonio - full body paint - Fulltimer pkg, Yetti pkg etc., Mor-Ryde IS with never lube bearings and disc brakes. --previous 5er - 2007 "Classic" Landmark "Golden Gate" Replaced 9/20/13 2012 Ford F350 King Ranch Crew Cab fx4 dually, 6.7 L Husky Trailer Saver TS2 hitch "visit TEXAS - it's like a whole 'nuther country" Rally Site 414

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    Senior Road Warriors Invizatu's Avatar
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    I would make it very clear to them that if they are not willing to take care of you during the warranty period, that there is no way they would be getting any future business of any kind! Hard to believe they are stupid enough to even suggest that.
    Bret, Sandie and Sara (our RV Terrier)

    1998 Safari Trek Motor Home

    2015 AZ chapter rally - Quartzsite
    2012 National Rally - Gillette, Wyoming / 2012 Regional Rally -Cody,Wyoming
    2013 NT chapter rally - Santo, Tx. / NT chapter rally - Canton, Tx. / NT chapter rally - Beaumont, Tx.
    2013 National Rally - Goshen, Indiana
    2011 North Trail 21 fbs (SOLD)
    2014 Bighorn 3570RS (SOLD)
    2012 Ram 3500 (SOLD)

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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    This happened to us with our Keystone product. Keystone eventually stepped up and the local dealer repaired the unit, but they weren't thrilled about it. I no longer go there for anything. Not the new coach or even parts. They lost not only my biz, but my friends and family as well. Times are different...owners should realize that you can't pull stuff like this anymore.
    GPSHEMI

    14' Ram Longhorn Limited Megacab 4x4 w/ MM3
    Custom Pullrite SuperGlide mount
    2010 Cyclone 3612


    2012 - Hopkins, MI
    2013 - Goshen, IN

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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    Excellent suggestions. Thanks. I will look into it tomorrow and I will post the resolution, if any.

    Jill

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    Senior Member Lynn1130's Avatar
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    It is mentioned here in a previous post but just to emphasize. We are 40 miles (freeway traffic) and an hour drive from our Heartland dealer. I did not like the idea of pulling the trailer over for warranty repairs, leaving it, driving home and then going back several days later to pick it up. I called Heartland Customer Service and got authorization to have repairs done at a shop 4 miles away. They do the repairs, I pay, and Heartland sends me a check for those warranty repairs. Customer Service is very good about working with you. They also will send me parts for repairs which I take in with me (no charge). Have your local shop work with Heartland.

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    Founding Utah Chapter Leaders-Retired TandT's Avatar
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    Quote Originally Posted by Invizatu View Post
    I would make it very clear to them that if they are not willing to take care of you during the warranty period, that there is no way they would be getting any future business of any kind! Hard to believe they are stupid enough to even suggest that.
    I agree. This whole topic really irks me!
    Sure, if you don't buy from a dealer, maybe you go in line behind those that do. But, to refuse service alltogether? That is where HL should pull the dealer's chain, or pull their authorized dealership title.
    I know, you will say it will cut down on sales. However as a mfgr., I would want dealerships that represent MY best interest and good reputation. That would HELP sales, in the long run.

    There are other great dealerships that are ready to step up and service anyone's rig. Trace
    Trace and Teri
    Goodgirl, Hana (RIP) and Justine
    Founding Utah Chapter Leaders-Retired








  10. Print this Post   #10
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    Re: Heartland Dealer Refusing to service 2011 Cyclone still under warranty.

    We're in the same boat with Lynn1130 - an hour of city traffic to get to our dealership. Nice to know Heartland would support a more local repair shop if we ever need it (so far, we only had one issue, which was not time-sensitive).

    As to this whole issue with the dealer - very short sided of them. If they ever wanted your business they would be wooing you with great service so you'd buy your next rig from them at the higher price... instead they have now lost any hope of future business along with the current work. Not too bright.
    Dave & Tina, plus our back-seat driver, Denna (the mastiff)
    2011 Elk Ridge 29RKSA
    2008 F350 SD 4x4 Crewcab, LB, SRW, 6.4L Diesel

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