Buying a new Tiffin-update

ClouderMom wrote:
We purchased a Tiffin Open Road 35' in 2011. We did a lot of research before buying, and it came down to their reputation for standing behind their product that tipped the decision in their favor. Until around 6 months ago we would have advised the same to anyone in the market for a coach. Then, while on a trip to Alaska, through Canada, we had to have our front leaf springs replaced. The right one had collapsed, actually causing a few of the chassis mounts to come loose. The people who replaced them showed us the wear marks indicating that the left one was about to give way as well. Workhorse would have been responsible for the springs. As they are already on the chassis when it's sent to Tiffin we knew they had not caused this problem. The actual problem was that the plates on which the leveling jacks are mounted were welded in the wrong place, causing the plate to hit the spring each time we went over a bump. We have pictures and statements from two repair shops to verify. We submitted a claim to Tiffin with no doubt that it would be swiftly resolved. After speaking with Bob Tiffin, who assured us that he had recommended we be paid, we next spoke with Ken Neal. He had to do his due diligence before the claim would be finalized and would get back with us. We have been calling weekly since September. Seems there was always a reason our claim had not been fully processed. Now, Mr Neal is no longer returning our calls. Very frustrating and not the sort of treatment we expected from Tiffin. I assure you that all of our exchanges have been calm and professional. We just don't know what to do next. Does anyone have a suggestion?

Who is Ken Neal? Is he with Tiffin? Was this a out of warranty repair, but since Tiffin caused the problem, Tiffin is paying the bill? Did YOU pay the bill and Tiffin is supposed to reimburse you? Doug

Just talked to Bob Tiffin. he says for you to call HIM and he will find out what happened. Ken Neal is his employee and works in the chassis/Workhorse dept of Tiffin. Have your VIN number when you call him. Doug

ClouderMom
If Bob Tiffin told you that why would you not call him back? If all that you say is the case I would think that he will stand by what was stated. If I were you I would do a post to the TiffinRVnetwork.com. You should find help there.

We purchased a Tiffin Open Road 35' in 2011. We did a lot of research before buying, and it came down to their reputation for standing behind their product that tipped the decision in their favor. Until around 6 months ago we would have advised the same to anyone in the market for a coach. Then, while on a trip to Alaska, through Canada, we had to have our front leaf springs replaced. The right one had collapsed, actually causing a few of the chassis mounts to come loose. The people who replaced them showed us the wear marks indicating that the left one was about to give way as well. Workhorse would have been responsible for the springs. As they are already on the chassis when it's sent to Tiffin we knew they had not caused this problem. The actual problem was that the plates on which the leveling jacks are mounted were welded in the wrong place, causing the plate to hit the spring each time we went over a bump. We have pictures and statements from two repair shops to verify. We submitted a claim to Tiffin with no doubt that it would be swiftly resolved. After speaking with Bob Tiffin, who assured us that he had recommended we be paid, we next spoke with Ken Neal. He had to do his due diligence before the claim would be finalized and would get back with us. We have been calling weekly since September. Seems there was always a reason our claim had not been fully processed. Now, Mr Neal is no longer returning our calls. Very frustrating and not the sort of treatment we expected from Tiffin. I assure you that all of our exchanges have been calm and professional. We just don't know what to do next. Does anyone have a suggestion?

It never stops amazing me how people can be so negative.
Tiffin has dealers across the country, therefore repairing ANYTHING is not a problem. Also consider the fact that Tiffin will work with ANY dealer across the US. If you never had dealings with Tiffin, you have no idea just what a SUPER company it is.

Congrats. I met Bob Tiffen at a show years ago. DW and I talked to him for an hour... That day had a lot to do with our choice to go camping, and do it in a class a motorhome.
We didn't buy a tiffen, but nothing is ruled out

Congrats on your purchase and you did well purchasing from Sherman. We got our Phaeton from them back in September. While I realize you are off to the West Coast, I would never hesitate to take my coach to Sherman for service.

For those of you out there that haven't dealt with Tiffin before, it is very easy to get an actual price sheet with real prices on it from either Tiffin or 3rd parties - hard for a dealer to cheat if you do the least amount of research. Tiffin is very liberal with their warranty repair process - the owner can take it almost anywhere to be repaired and Tiffin will reimburse the expense - it doesn't have to be a Tiffin dealer or Tiffin Service center either.

There is a big difference between your local Ford dealer and an RV dealer. The Ford dealer gets paid handsomely for warranty work. His duty to provide service is part of the franchise agreement. Your Ford dealer is probably a well respected member of the community. Many( but not all) RV dealers are just one step above "Happy Harry's Used Car Lot". Ford has training programs for the dealer's mechanics. The dealers can get parts in one day. RV mfrs. provide a minimum of support. Very few have decent technical support for the dealers. There are many RV dealers that do not have real techs. Just a guy who was a handyman at his last job. New MH's are a complex piece of equipment and require a trained technician. Hats off to the few who have a great service facility. They do exist but tend to be the exception. Those of us who have found the jewel of service depts. are indeed lucky.

Moisheh

When I bought my 2014 Tiffin Sherman was one of 3 places I shopped for price. Sherman was actually the lowest price of the 3 but there wasn’t enough difference from a very reputable Wisconsin Tiffin dealer to make it worth my while to travel to MS. Even though Sherman is very competitive on price, they also do have an excellent reputation for quality service. I won’t hesitate to contact them again if and when I buy another new RV. Enjoy your new Tiffin.

Big Katuna wrote:

fredbon wrote:
Keep in mind, you got a super deal, because the selling dealer will never see you for warranty repairs.

Fred

Not my experience at all. I bought at 31% off out of state and NEVER had one problem with
Warranty
service at several dealers. And why would you?
They are RV's. You drive them around the country. Are you supposed to drive halfway back across the country so you can get your stove fixed by the selling dealer?
Enjoy your new RV

This has some grain of truth. "Some" dealers have little or a lousy Service Dept. They stay in business by underselling legitimate dealers that HAVE to have good service dept's and THAT cost will be included in the selling price. They will retail a new unit cheaper because they will NOT do or do a very minor quick prep, because they know the customer will pick up and never be back---Then the Local dealer has to put up with the list of complaints. Remember, there is a reason some dealers can offer that low price when other dealers cannot. Also, IF the items that are wrong are NOT a legitimate warranty item, but fall back on the original dealer, because THEY did not do their job, the customer is stuck. There are LOTS of items on a RV that are not warranty items that the selling dealer fixes at his cost and that cost is figured into his selling price or is absorbed to keep HIS customer happy. Doug

fredbon wrote:
Keep in mind, you got a super deal, because the selling dealer will never see you for warranty repairs.

Fred

Not my experience at all. I bought at 31% off out of state and NEVER had one problem with
Warranty
service at several dealers. And why would you?
They are RV's. You drive them around the country. Are you supposed to drive halfway back across the country so you can get your stove fixed by the selling dealer?
Enjoy your new RV