Grand Design and Colerain RV big disappointment

**Redapple63** · 10-06-2022, 11:46 PM

Originally Posted by StonewallJ

That’s a big part of the problem - some minor repairs have been approved and parts have been ordered. Though some of those were approved only after my intervention. There are some repairs that I’ve brought up that haven’t even been submitted to GD. Then, there’s the landing gear. And, of course, it hasn’t been touched in three weeks now. Was supposed to get a call yesterday….crickets.

Also called GD two days ago and had to leave a message. Crickets.

Did I mention this is a new camper?

Thanks for the clarification. I was wondering that. That would be the only thing keeping you there. I get that it’s a new camper, and I am so sorry you are having to go through this. I hope you can get it resolved soon.

Bill

**Rabbit** · 10-07-2022, 10:09 AM

Perseverance is the key word. I’m fortunate to have a top notch dealer that has been very responsive - Northgate in Ringgold GA. But I also know some dealers are not as good! But GD customer service has treated me very well. That said, I have had unanswered calls, but in fairness they are sometimes busier than a one armed paper hanger. Keep calling. They have been very helpful and fair. Keep calling.

**MoonShadow_1911** · 10-07-2022, 01:05 PM

Originally Posted by Rabbit

Perseverance is the key word. I’m fortunate to have a top notch dealer that has been very responsive - Northgate in Ringgold GA. But I also know some dealers are not as good! But GD customer service has treated me very well. That said, I have had unanswered calls, but in fairness they are sometimes busier than a one armed paper hanger. Keep calling. They have been very helpful and fair. Keep calling.

+1 for Northgate in Ringgold! That's where we bought our 320MKS.

**StonewallJ** · 10-07-2022, 01:11 PM

Originally Posted by MoonShadow_1911

+1 for Northgate in Ringgold! That's where we bought our 320MKS.

Now you guys tell me

**MoonShadow_1911** · 10-07-2022, 01:13 PM

Originally Posted by StonewallJ

Now you guys tell me

Sorry! I've posted a number of times here about how happy we are with Northgate.

**Rabbit** · 10-07-2022, 02:45 PM

Originally Posted by StonewallJ

Now you guys tell me

. Also have posted kudos before, but you can’t see them all. Good luck going forward.

**pwalton** · 10-12-2022, 07:35 AM

I'm sad that you're having issues with the service at Colerain (I assume the one on Rt 36?)

I've had uneasy feelings with the sales dept there in the past (and I really never trust a salesman that tells me not to trust another salesman). But I've had great experiences with their service department. NOW, none of that service was warranty related ... and it was almost five years ago.

I just dropped off a laundry list of items I want done to my trailer (which is well out of warranty) for a quote/schedule. I guess I'll let you know how it goes ...

**StonewallJ** · 10-12-2022, 11:41 AM

Originally Posted by pwalton

I'm sad that you're having issues with the service at Colerain (I assume the one on Rt 36?)

I've had uneasy feelings with the sales dept there in the past (and I really never trust a salesman that tells me not to trust another salesman). But I've had great experiences with their service department. NOW, none of that service was warranty related ... and it was almost five years ago.

I just dropped off a laundry list of items I want done to my trailer (which is well out of warranty) for a quote/schedule. I guess I'll let you know how it goes ...

So, last Friday I made the three-hour trip to Colerain since I wasn’t having success over the phone. I went through the entire list with the Rep, ensuring that we both understood the game plan on unresolved items, which included talking through the issues that seemed to have fallen off the radar. Took an hour. Then, we headed to the lot so I could talk with the Service Manager and get a commitment to get it in the bay this week, especially since all parts ordered so far were in. He agreed, but when I pointed out how much I paid for this new jewel and that it had been there for six weeks, he responded that six weeks is a short time period for them. That’s not encouraging to me at all when I reflect on having paid for an extended warranty. Will that do me any good if they’re not able to do repairs in a reasonable period of time?

One thing to keep in mind - IMO, Grand Design shouldn’t be off the hook here. Their position throughout all this is that it’s the dealer’s responsibility since I bought from them. However, GD built it, but wouldn’t offer a solution.

Please do keep me updated on how this develops for you. Am truly interested, and I certainly wish the best outcome for you.

**pwalton** · 10-12-2022, 12:11 PM

Originally Posted by StonewallJ

So, last Friday I made the three-hour trip to Colerain since I wasn’t having success over the phone. I went through the entire list with the Rep, ensuring that we both understood the game plan on unresolved items, which included talking through the issues that seemed to have fallen off the radar. Took an hour. Then, we headed to the lot so I could talk with the Service Manager and get a commitment to get it in the bay this week, especially since all parts ordered so far were in. He agreed, but when I pointed out how much I paid for this new jewel and that it had been there for six weeks, he responded that six weeks is a short time period for them. That’s not encouraging to me at all when I reflect on having paid for an extended warranty. Will that do me any good if they’re not able to do repairs in a reasonable period of time?

One thing to keep in mind - IMO, Grand Design shouldn’t be off the hook here. Their position throughout all this is that it’s the dealer’s responsibility since I bought from them. However, GD built it, but wouldn’t offer a solution.

Please do keep me updated on how this develops for you. Am truly interested, and I certainly wish the best outcome for you.

Hey, I was there last Friday afternoon as well (but was only there maybe 15 minutes)! That's when I took my list in. I live maybe 20 minutes away. Since my trailer is no longer under warranty I can go anywhere ... and there are three dealerships within 30 minutes of my house. My first trailer (a Coleman) had a couple of minor warranty issues that took Camping World many weeks to resolve. Yeah, I know, CW is a bad word ... but long warranty work seems pretty typical now. The lack of communication, however is inexcusable.

**JFF&KRN** · 10-12-2022, 08:25 PM

Originally Posted by StonewallJ

So, last Friday I made the three-hour trip to Colerain since I wasn’t having success over the phone. I went through the entire list with the Rep, ensuring that we both understood the game plan on unresolved items, which included talking through the issues that seemed to have fallen off the radar. Took an hour. Then, we headed to the lot so I could talk with the Service Manager and get a commitment to get it in the bay this week, especially since all parts ordered so far were in. He agreed, but when I pointed out how much I paid for this new jewel and that it had been there for six weeks, he responded that six weeks is a short time period for them. That’s not encouraging to me at all when I reflect on having paid for an extended warranty. Will that do me any good if they’re not able to do repairs in a reasonable period of time?

One thing to keep in mind - IMO, Grand Design shouldn’t be off the hook here. Their position throughout all this is that it’s the dealer’s responsibility since I bought from them. However, GD built it, but wouldn’t offer a solution.

Please do keep me updated on how this develops for you. Am truly interested, and I certainly wish the best outcome for you.

Stand your ground on your warranty timeframe.
Have them, dealer / GD extend the start date of the warranty to the date you get it back in service and make sure all is ok.
Again, my experience, 2019, but GD stepped up and extended my warranty 6 full months and it was in writing.
Good Luck, Keep on them, keep on keeping on!!!