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2021 Momentum 397TH Delivery

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  • 2021 Momentum 397TH Delivery

    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
    Tom -
    2021 Ford F350 DRW
    2021 Momentum 397TH
    2016 Polaris RZR XP1000

  • #2
    twdndld Hello Tom, welcome to the board, sorry its under such circumstances. I agree (unfortunately, just owner like you) that does not look acceptable. I am confused why if the service manager said the trim should be replaced that is not the route they decided to take. When you picked it up did you note to them that the repair was unacceptable? Your first line of contact here should be the dealer, if they are not returning calls I would suggest a visit to them and firmly but politely state you are unhappy with the repair and would like them to order you the new trim piece. If they then refuse you can attempt to contact the Support&Warranty team, a phone call might do better than an email. Their contact "business card" is on the front page of the boards.
    Neil Citro
    2018 Reflection 28bh
    2019 F350 6.7L Long Bed Crew Cab

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    • #3
      Thanks Neil. I appreciate the suggestions. I did express my concern at the dealership when I picked it up and was told immediately, by the service writer, to take it up with Grand Design. I knew at that point this wasn't going to go well. That's why I went to Grand Design, via email, and went back to the Service Manager of the Dealership, via email, both being unsuccessful. I do have an appointment on 4/9/22 to drop it off for a couple of repairs, I will ask to speak with the Manager directly. Let you know who that goes.

      Thanks again,
      Tom -
      2021 Ford F350 DRW
      2021 Momentum 397TH
      2016 Polaris RZR XP1000

      Comment


      • #4
        twdndld Boy thats a rough go. I would have refused to take delivery if they were being that obstinate about it. Given that track record I would reach out to Grand Design by phone and explain the situation. With your VIN number hopefully they will be able to track the repair and maybe make a call to the dealer to sort things out.
        Neil Citro
        2018 Reflection 28bh
        2019 F350 6.7L Long Bed Crew Cab

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        • #5
          Originally posted by ncitro View Post
          twdndld Boy thats a rough go. I would have refused to take delivery if they were being that obstinate about it. Given that track record I would reach out to Grand Design by phone and explain the situation. With your VIN number hopefully they will be able to track the repair and maybe make a call to the dealer to sort things out.
          Yes, it has been a bit rough. My wife and I were too excited and excepted the dealership's word they would repair it correctly. Lesson learned, big time... Thanks
          Tom -
          2021 Ford F350 DRW
          2021 Momentum 397TH
          2016 Polaris RZR XP1000

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          • #6
            New RV owner here as well. What I have learned is most RV dealers are comparable to the worst used car lot when it comes to customer service. If it's not major I've decided to do all repairs myself so I know they are done correctly. Even getting an awning installed that was promised post-purchase was a huge headache that I ended up doing myself. Best of luck. I've never dealt directly with Grand Design, hopefully they are better to work with!
            2022 Momentum 21G with factory 300w solar and generator
            2022 F-350 Lariat 6.7 PSD
            x2 206ah SOK LiFePO4 batteries

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