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Hello fellow Grand Design owners. I have never had an issue with Grand Design, I thought pretty positive about the manufacturer. But now, I have a question to you about the Grand Design Warranty/Service Department. How do you feel about the support and decisions made by the Warranty/Service team when you have had issues?
I ordered a 2021 Momentum 397TH in January 2021 and took delivery July 2021. There were a couple of things that needed attention when it arrived at the dealership, Little Dealer Little Prices Mesa Arizona, and they said they would take care of them. Most of the little repairs have been resolved and still have a couple to go. However, we did have an issue with the side panel and edging/molding that was bent when it was delivered to Little Dealer Little Prices. I was told by the Service Manager that the repair is to replace the siding and edging/molding and have it paint matched. When the 5th wheel went in for service, for the first time, the certified technician recommended installing a couple of screws to pull the edging/molding back in, he said it looked like a screw was missing. Picture is attached
When I found this recommendation out, I reached out to Grand Design Warranty/Service and was told they approved the repair. I express my concern that it would look like a patch job, and was told they had all the confidence in the dealership. I was communicating only with one support person in the Warranty/Service department. I went ahead and had the repair completed as requested and I have attached a picture to let you see what it looks like.
I responded back to the support person after the repair, as she asked in a voice message on my phone, and told her I thought the repair looked hideous and it needs to be addressed, as this issue was addressed before delivery and it should be repaired to look like new. I have not heard any communications from her since my email. I sent a separate email to the Grand Design Warranty /Service Department and have not heard any communications from them either. I have since tried to reach out to Little Dealer Little Prices, Service Manager, and I have not heard of any communications from him either. This is rather discouraging and disappointing that such a large company would treat new purchasers this way. I feel that I bought a new 5th wheel from the dealership/manufacturer, had a couple of issues identified when delivered to the dealership and was told they were to be corrected. And now as of this date, I don’t feel this issue has been resolved to customer satisfactory and I have made multiple attempts to contact Grand Design and Little Dealer Little Prices but have been unsuccessful. Does anyone have any contacts or advice on how to get this corrected? Is there a Grand Design Customer Ambassador that could be of assistance? It’s sad that when I go somewhere camping, I get asked what happened to the side. I explain and the responses are quite interesting.
Any guidance would be appreciated,
Thanks
I ordered a 2021 Momentum 397TH in January 2021 and took delivery July 2021. There were a couple of things that needed attention when it arrived at the dealership, Little Dealer Little Prices Mesa Arizona, and they said they would take care of them. Most of the little repairs have been resolved and still have a couple to go. However, we did have an issue with the side panel and edging/molding that was bent when it was delivered to Little Dealer Little Prices. I was told by the Service Manager that the repair is to replace the siding and edging/molding and have it paint matched. When the 5th wheel went in for service, for the first time, the certified technician recommended installing a couple of screws to pull the edging/molding back in, he said it looked like a screw was missing. Picture is attached
When I found this recommendation out, I reached out to Grand Design Warranty/Service and was told they approved the repair. I express my concern that it would look like a patch job, and was told they had all the confidence in the dealership. I was communicating only with one support person in the Warranty/Service department. I went ahead and had the repair completed as requested and I have attached a picture to let you see what it looks like.
I responded back to the support person after the repair, as she asked in a voice message on my phone, and told her I thought the repair looked hideous and it needs to be addressed, as this issue was addressed before delivery and it should be repaired to look like new. I have not heard any communications from her since my email. I sent a separate email to the Grand Design Warranty /Service Department and have not heard any communications from them either. I have since tried to reach out to Little Dealer Little Prices, Service Manager, and I have not heard of any communications from him either. This is rather discouraging and disappointing that such a large company would treat new purchasers this way. I feel that I bought a new 5th wheel from the dealership/manufacturer, had a couple of issues identified when delivered to the dealership and was told they were to be corrected. And now as of this date, I don’t feel this issue has been resolved to customer satisfactory and I have made multiple attempts to contact Grand Design and Little Dealer Little Prices but have been unsuccessful. Does anyone have any contacts or advice on how to get this corrected? Is there a Grand Design Customer Ambassador that could be of assistance? It’s sad that when I go somewhere camping, I get asked what happened to the side. I explain and the responses are quite interesting.
Any guidance would be appreciated,
Thanks
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