Comparing Customer Service and Quality

Thank you for all of the great input!! We are headed to look at the Grand Designs today. Our favorite dealer has a Jayco Seismic and a Keystone Raptor that we liked, but we can't pick one over the other. We're hoping that there will be a grand design that calls out as "the one". :)

That 399TH is nice with the side patio. Too bad where we camp it's not wide enough for us to open up and use. I'm pretty sure we are going with a Momentum as well. Just need to figure out the floor plan still. Wife and I keep switching back and forth.

Exactly the same situation here. I'm the shopper & husband (actually would be happy with a pop up) Husband & son dirt bike so we really needed the toy hauler. I shopped FOREVER! Couldn't make up my mind so I bought a 35" bumper pull bunkhouse travel trailer to use for a year and really see if we wanted to spend the bucks for something larger. I looked at all the brands you listed over and over again. What really helped was going to a large rv show (I went to Tampa supershow in January) You can really see a difference in quality by seeing everything back to back. I ended up getting the Grand Design Momentum 399th side patio. It was more than I wanted to spend but I had heard that the customer service was great. I'ts absolutely beautiful inside. Very modern, open and spacious. We have had it a little over a month and couldn't be happier.
BTW...Husband had no idea what I ended up buying until we went to go pick it up:))) He was a bit shocked!

Talked to a dealer that was carrying both Grand Design and Heartland models. He said he will not be carrying Heartland anymore after his last trailer is sold. He said he will just be carrying Grand Design because the customer service department is much better. States that it has taken him months sometimes to get parts for a Heartland product and it's driving him crazy versus the Grand Design product.

Of the ones you listed, Heartland wouldn't be on my list after some of the stories of other members have posted with their Cyclones. Sounds like you've had issues too. The industry is always in flux so what was good 2 years ago might not be today, getting a Gilligan Friday Rush RV is the one to avoid, but it's a guessing game.

The Grand Design seems to be doing a good job taking care of customers, but they still have had some issues too.

Two factors you can control though are doing a thorough PDI - we have lists we can all share that help with then when your ready. The key is to do the PDI before you sign for acceptance, once you sign you own it and its under warranty. If you do it before, the dealer is motivated to get things fixed to make the sale - you can also then decide if you want it.

The other factor is finding a good dealer. Beyond a good deal is a dealer that will fight for you and not treat you like a number. I hung out in the service department when I first bought from the dealer I've since bought from three times. I had a good buying experience with them, but when I went to buy our motorhome a few years ago I found the service guy and talked to him. He knew me enough to know he didn't want me buying something I was going to have issues with and he gently steered me away from one unit.

LakeN wrote:
Although Jayco offers a two year warranty, their customer service is despicable!! Had a NEW unit that was factory defective and leaked causing delamination of an entire sidewall. Jayco replaced roof, sent it back to dealer with somebody else's dirty shower curtain!! From there nightmare escalated. {Mod Edit, text removed}. Managed to get out from under unit after a long, hard struggle. There is a hierarchy in Jayco customer service and we were stonewalled at every level!

Mod Edit, text removed as per forum rules, "Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits."

Good to know!! Sorry that happened to you. We had a very similar issue with our Heartland a year after buying it. It spent 8 months at the manufacturer getting repaired. Ugh...at least they made it right in the end.

Thank you 1971duster340!
I understand the variables...that's what's overwhelming me to be honest. As long as there isn't anything from that list that you would say "definitely not worth the money", than I'm good. :)

Although Jayco offers a two year warranty, their customer service is despicable!! Had a NEW unit that was factory defective and leaked causing delamination of an entire sidewall. Jayco replaced roof, sent it back to dealer with somebody else's dirty shower curtain!! From there nightmare escalated. {Mod Edit, text removed}. Managed to get out from under unit after a long, hard struggle. There is a hierarchy in Jayco customer service and we were stonewalled at every level!

Mod Edit, text removed as per forum rules, "Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits."

I've been impressed with Jayco, but never tested em with a major warranty issue. They were good about sending out of warranty info (wiring diagrams, interior decor specs, frame drawings) when I needed it. Too many variables to answer who will give you the best deal.