New Gulfstream Super C warranty issues

[Biobug]

We purchased a new Conquest Super C 33 ft. last October and were
happy with the dealer thru the sale. We took a vacation for 3 weeks and
had one issue with the jacks not retracting that was taken care of with support (if info came with the coach no call would have been needed.)
Just this month I took it out of storage and was going to use it but the slide would not go out. I called for tech support and after walking thru
some trials it was determined that repairs were needed. They gave me
the name of a company 60 miles away for the repair and we drove down when we had the chance. After 2 weeks of phone calls back in forth with
Gulfstream Customer service (5 calls with messages and no response )
I reluctantly am paying $1,425.oo for the repair that is not complete.
The roof is leaking once it came out of storage and since I can't get
authorization as I did with the slide I am driving it home tomorrow and storing again (under cover ) . We sent a return requested certified mail
to the proper Dept. with pictures of the roof membrane Folded under the
air conditioner and the compartment where the water has damaged the
carpeting and pics of the folding stairs that are not completely retracting
along with the docummented list of phone "no calls."
My question is after reading the warranty, will I even be reinbursed for
the slide repair since I did not send the letter requesting service. The repairman talked to Gulfstream about the repairs and the roof would
be taken care of but as I said I have not recieved any communication.
I love the coach and bought a new one for the first time for the 'Peace
of mind" having repairs taken care of both correctly and professionally.
The dealer said nothing about letters requesting repairs when we purchased it. There is several small things I was going to fix myself and
now I am thinking I should write another letter and get them fixed as well.
I could see if the repair shops allow camping and just plan vacations
accordingly.
What advice can the experianced "new coach owners" give a new
'elite' Gold Card Member?
I want to love the RV lifestyle and I love the International Chassis but
I am getting nervous over loose fittings-slider rails-faulty chips and
no repair tips for ''on the road issues". I suppose If the slider broke
"out" they would have sent a tech . Again there was no instructions on how to manually crank it in. The repairman handling the repairs said if I had tried to override the system all warranties would be voided.
Thanks for the replies!!
P.S. I am 125 miles from the dealer I purchased it from and have tried
there for 2 weeks get an answer. I believe they are out of business
because their website has been down and their phone is just a message
phone (even for sales) Paradise RV in Coburg , Oregon is the place and
if they were still in business, I believe I would not be having the problems.

[RJ82much]

Wow Biobug,

One more mistreated GS owner. How many more can they afford? Please read the PM (private message) I sent you. The instructions may get you some results.

[Biobug]

After getting the coach back I found "my personal representatives" name
and number and called first thing Monday morning. It was the first number
I called and the Lady Chris Hurds message was she will not be in until
March 2nd. She also gives the same extension # I left the 6 messages
at so I will continue to leave messages until the March second and see
is Chris will return a call. I guess we shall see...

[mikey52]

Biobug,

I had some initial problems with my coach also, but have been very happy with Gulf Stream since. I also have Chirs as my Customer Service agent and can tell you that I normally get a quick response when she is in the office. I know that she is in and out and I think that is due to the economic situtation. But she normally takes care of business. I also sent her something and got her out of office reply. That is better than not getting any reponse. Hopefully, Chris will get back to you quickly and help you resolve the problems. IF not, you can alsways try and call the National Service Manager through the main switchboard.

[rdlamb]

BioBug:
You would think otherwise, but the RV industry makes and sends out coaches that are not finished, or have defects that the dealer is supposed to correct. We spend thousands, and hundreds of thousands, for a coach that has fit & finish problems, or worse.
Our TM had a lot of little defects that our dealer finally fixed. Like you, they were 150 miles from us. We towed our toad to the dealer, and drove it home. So, we at least got to stay home with our dealer futzed around.

Eventually, though, everything worked out and we have been completely satisfied with our coach.

[Biobug]

Well, Chris Hurd called on the second when she returned to work. She has no records of the repair for $1.425 I am sure it will take some time to
get things straightened out. She said the repair place I was told to take it
to is not on their repair company list. That seems strange since that is
where the Gulfstream Roadside assistance told me to take it to. I will wait out their decision to pay the bill before going to my lawyer...
I will also wait to take it to the place she said to take it to for the
repairs listed in the "request for repairs" letter I sent. I will give her
time to straighten this out before I go farther in debt fixing the roof
and other items. Time will tell but amazing what a little communication
can do. Too bad a month has past before the call.

[mfa]

"Gulf Stream Roadside Assistance" has nothing really to do with Gulf Stream. It is really Coach-Net, which is an RV roadside assistance company for any and all brands of RVs. Gulf Stream provides you the service for the first year, then you have to pay for it in subsequent years. Coach-Net has a good reputation, but I doubt they are going to be concerned with towing/sending you specifically to a Gulf Stream authorized repair facility.

[Biobug]

:? That may be the case but it certainly appeared to us that the
connection between Gulf Stream and Coach net was more. The
"Gold Program" Preferred Customer card with Gulf Stream name
and logo on front has the "roadside assistance" number on the back.
Nothing on the card says "Coach net". That card came with the letter
from Chris Hurd we found when we got the coach back from repair.
The letter welcomes us to "the Gulf Stream Family." The only mention
of Coach Net states the following:
Please note that Gulf Stream Coach purchases your first year
of roadside assistance with Coach Net. They are also trained and will
assist you on any Technical question or concern 24 hours a day on our
products to serve you."
They then list the Phone # on the back of the card. Nothing in the
letter is a disclaimer of service or warranty advice. As I said,
we had the card when the problem arose and used it . We have
learned a lot about "service" with Gulf Stream since. I understand
that the economy is bad for them but that is no reason to ignore for
weeks a customer who purchased from them in troubled times. It
would seem to me that during those times new customers would be
appreciated even more.
As I said, we will see if they will step up to the plate and cover a
repair for what has been proven to be sheer sloppy workmanship.
The slides were loose and not adjusted right. Both hidden sensors
were crushed and the rear slide motor gears were stripped because
the stops were no longer correct because the track on the rear was
loose. The screws were all loose or missing. (We had only used
the coach on one trip.)
I am still waiting for a reply for the "request for service" letters.
Chris did tell me where to take it for the other repairs but I told her
I wanted to hear back on the $1,425 repair already done before I
go ahead with the additional repairs needed to make it usable.

[Biobug]

I have been waiting for Chris to respond to my questions before I
take the coach to a facility for repairs. I just recieved an email
message from her stating she will be out until further notice... I
am reluctant to take the coach in for repairs without consent before
hand. I guess it is back to square one.

[mikey52]

Biobug,

Try calling the main switchboard at Gulf Stream and tell them you can't get anyone from customer service and need to talk with the Service Manager for your region or with the Service Director. Hopefully, one of them will be in the office. If not I would say you need to talk with one of the VPs or the President of the company Brian Shea. Good luck.

[RJ82much]

Even if you were able to somehow get in contact with Brian Shea (or any of the Shea family members) I can almost certainly guarantee you that NOTHING will come of it. My understanding is that they are from the old school that thinks they know what is good for the customer, and that customer needs are at the bottom of the basket.

On the other hand, VP of Operations, Scott Pullin is an avid RV'er himself, believes in the company and puts the customer first whenever possible. (He does NOT outrank the Shea's however).

In the past, Scott was the recipient of each & every email going to customer service. He personally distributes them to the appropriate department or person for action. It is my belief that is where the system falls apart. Apparently, the recipients of his distributions have no incentive for follow-up. If you need to really get Scott's attention, email him personally. I must leave you to your own brilliance to discover that email address or better yet, his personal phone number. If you can wait, show up for their big shindig in the spring & meet him in person. You won't believe the results you'll obtain.

[Biobug]

:? I am still wondering what the warranty covers! I have received no
response from Gulf Stream on the Slide repairs (1,425.00) I paid for.
I called the company Gulf Stream says to take it to for the other repairs
and they said their policy is for customers to pay for the repairs and then
request re-inbursement. I may be looking at another 2-$3,000 or more
out of pocket to fix what was not done right up front. That angers me.
I have e-mailed and attempted calling the VP and CEO with no reply
yet. I assume they are still in business but the lack of response makes
me wonder....
Is this the normal for Warranty repairs or should I find a Gulf Stream
dealer farther away that deals with them directly? Please advise??

[Texas TC]

Having had warranty issues with my former coach that I bought a considerable distance from my home, I bought my Gulf Stream SuperNova from a dealer that is about two miles from my house. I did not want to travel any great distance for repairs that I knew would come with any new coach regardless of the manufacturer.

Having said that, the dealer dealt directly with Gulf Stream and I only talked to GS on issues with the chassis manufacturer, in my case International, to have them coordinate the changing of my rear drive gear ratio (mine came with too low 6.19 gears and GS and International agreed to change, at their expense, to a better 5.29 gear).

Between, GS, Mc Clain's RV in Denton, TX. and Southwest International in Dallas, my warranty year went by with all my issues being handled in a way that exceeded my expectations.

I know these are difficult times for the RV industry, but I really feel if you get with a good Gulf Stream authorized dealer, they will work with GS and get your issues resolved.

Good luck!

[Biobug]

Well, thanks for the experianced ideas. I found a dealer farther away than
the Johnson RV place in Portland that required me to pay for the warranty
repairs. I contacted Russ Dean RV Center in Pasco Washington and they
said they could (1) diagnose the problems,(2) consult with Gulf Stream
and (3) repair the problems with Gulf Streams support and money.
I was happy to hear them say Gulf Stream is "great to work with.." I
only hope it is as easy as it sounds. We will pull our car up there in 2
weeks and drop it for the duration.

[Biobug]

We drove the coach up to Pasco Washington and dropped it off at Russ
Dean RV Center. Up front, they were very friendly and professional and
felt the repairs could only take a few days. I am sorry we did not find
them in the first place. They say Gulf Stream is great to work with. I am
hoping for good news soon.
As far as the slide repair, still no response or reinbursement with all
the info sent to them over a month ago.

[rdlamb]

A dealership willing to work on a GS, who thinks GS is wonderful to deal with, and willing to take on someone's warranty issues even though they did not sell the coach. Got my business. I'll be in that area in June, will call them and set up service and other issues I need addressed.
We can support the good dealerships, as well as shun the poor ones.

[Biobug]

Russ Dean called me today to update me on progress. I am glad I found them. They got approval to do the repairs from Gulf Stream but did not
agree on what they approved for the roof repair. They have resubmitted
on the roof because it needs to be reroofed because of staples comming up under membrane and the membrane being completely loose and actually
folded under the rear air conditioner. They are again waiting for a tech
to talk to about the proper repairs (24-36 hours delay). They don't want to do a temporary repair. NICE THAT GULF STREAM WANTS TO DO TEMPORARY
REPAIRS TO MAKE IT THRU THE WARRANTY PERIOD RATHER THAN CORRECT SHABBY WORKMANSHIP IN ORIGIONAL CONSTRUCTION.

[Nanaeve]

I too am extremely disappointed with GS Service, having sent numerous E-mails, 2 certified letters, numerous calls to Chris, and never have had a SINGLE bit of reply from GS. My unit sits now for almost 5 weeks and nothing from GS. The authorized repair facility sent them a list of needed repairs, I have a copy and they have told them to fix small things but seem to be ignoring the big "READ 2 leaking Slides" and now I'm going for replacement under the California Lemon Law. Seems they were happy to get the money for the sale, but service is not a strong point, just hope we can get one that doesn't leak like this and then get things taken care of by the extended warranty by a local shop that actually cares. How does a company stay in business with such poor/ none exesitant service?

[Biobug]

An update---
Sandra at Russ Dean RV after 2 weeks of trying to get authorization
for repairs-the biggest being the roof leaks- asked me to try all my contacts again. They were really frustrated with Gulf Stream now too.
I had recieved a email from a Jim Creech (Servise Mgr) requesting the name and phone number
of the repair place that "fixed the slide" . I sent him the info ( the actual
bill was sent twice to them already). I emailed him that it was VITAL he
contact Russ Dean RV giving him the # and he actually did call. Sandra
said that they (Russ Dean) emailed him pictures of the roof when they
pulled the Air conditioner off. She sent me pics too and it was worse than
I had thought. The roofing was litterly folded up and not even covering the
roof under the unit. there was a visible 6-8" gap in the plywood on the roof about 3 " from the Air conditioning unit opening that water could
go into. That water came down on the shower stall roof and down the inside wall of the shower into a storage bay. Anyway with someone
on my behalf proving to Gulf Stream that there is a problem finally
it looks like they will reluctantly allow repairs.
Again after 3 months there has been NO answer as to covering
even partially the $1,425.00 repairs to the slide that was litterly
loose and would not open.-
So far I am highly favorable with Russ Dean RV in Pasco Washington.
I trully wish I had purchased from them to start with. They have treated
us as if we had. That is totally different than Gulf Stream has and that
will be remembered when we trade up in a few years. We have simply
been treated as liars with their quality issues up till now.

[Biobug]

Another update-----
Sandra from Russ Dean RV emailed that a complete new membrane
roof is comming next week and they will then pull the old off and see why there is a dip in the framing by the rear air conditioner. It actually sounds
like they are going to fix it properly ! Kudos to Russ Dean RV! I love them.
I did not realize how bad the roof was.

:D

[Biobug]

This is my last entry on this I hope. Russ Dean in Pasco Washington
finished fixing the issues we had so we drove up and brought it home.
They did an excellent job on the roof and fixed the other smaller issues
including the stairs not closing and adjusting the slide (after another
company fixed it). They had to fight with Gulf Stream for authorization.

What I have learned from this is:
1) If you like a Gulf Stream product , buy it used after the depreciation
and someone else has fixed their "quality" craftsmanship.
2) If you buy a new Gulf Stream, get it from a strong dealer that
you like and has a good reputation.
3) Do not expect Gulf Stream to treat you as an important "Gold
Card" customer. There is no such thing. They will ignore you -not
respond to your calls, letters, emails , registered letters or anything
that would show that they care for a customer after the sale. They
in my case only responded to a dealers request. Over 20 calls, three
letters , dozens of emails bought 1 reply from Chris Hurd to us.
That call was never followed up on as she said she would. I am
now filing a complaint with the Indiana Attorney Generals office and
the BBB (which they are not a part of) as a start to the $ we are
owed . I am sure they have many on the list before us including all
the trailer users in New Orleans that were poisoned with Formaldihide
with the FEMA case Mr. Shea testified about on Capital Hill. (They
built many of those units- I wonder if our unit is any better??)

Am I bitter? Yes, sorry I am. I never before bought a new
RV. I bought it for the 'peace of mind'. That is the biggest mistake
I have ever made. Would I buy a Gulf Stream again? NEVER! I
have read many have had great luck. I am happy for them. I still
like the Super C concept and the International Chassis ( that is an
ongoing issue over CEL's and the turbo overboosting but at least
International wants to fix it (maybe the third time into the dealer
will take care of it.)
The one good that came out of this was finding Russ Dean RV in
Pasco Washington. I believe none of my frustrations would have happened had I bought there in the first place. I highly recommend
them. Their attitude and willingness is in stark contrast to Gulf Stream.
I probably would have never known that the Factory could care less
once the money changes hands.

[RJ82much]

I can't believe that I never thought to look up the BBB record on Gulf Stream Coach. It's not a pretty picture and their rating seems to be in the swamp (D+).

Unfortunately, details are absent on the 29 recent complaints other than summaries that indicate primarily warranty issues. Phone numbers & a few new names are listed as contacts.

BBB states, "This firm has a pattern of complaints concerning guarantee or warranty issues and product quality issues."

This report is accessed at http://www.bbb.org/northernindiana/busi ... n-23000545 (http://www.bbb.org/northernindiana/business-reviews/mobile-homes-distributors-and-manufacturers/gulfstream-coach-inc-in-nappanee-in-23000545)

[GStream40]

Considering that Gulf Stream Coach builds and sells about 1350 Class A motorhomes, plus many, many Class C, 5th wheels and travel trailers in a years time, Guess 29 complaints filed with the BBB is a really small number compared to what is built/sold in a years time.

True, Gulf Stream should handle the complaints/problems with their product BEFORE it should ever reach the BBB complaint issue.

But in all honestly, We own our second GS motorhome, we had some warranty issues that were handled by GS with no problems. Gulf Stream handled problems that popped up even after the warranties expired, like last year when had a window seal go bad between the two panes of glass. Gulf Stream provided a new window for NO CHARGE on our 2004 coach.

Also in 2006 when our toilet started leaking, Gulf Stream installed a new toilet, once again NO CHARGE. Also in 2006 our windshield popped out at the top of the seal, Gulf Stream reinstalled the windshield and a new locking seal strip, NO CHARGE.

Those items were all repaired after the warranty had expired.
Gulf Stream has treated us with great service, better than we ever received from any other company.
It just amazes me to read the problems that others had/have with the service from GS when we've had/have nothing but the best from them.

Ron

[Nanaeve]

After spending 6 1/2 weeks waiting for GS to reply to a GS Service center request for info to repair / adjust our leaking slides (Which GS refused to do!) I too, looked into the BBB system. Seems that as they, GS , don't belong (READ DON'T CARE!) the BBB in thier area has no power to do anything except pass along the info. Our conversation with the BBB was that many people just don't bother to file after finding out GS doesn't belong as its just something more to do with GS not having to respond. Here in California the State has a arbertration board that you can file a complaint to and we are now waiting to see what happens there, but having had our 2009 GS Endura 6341 on the International chassis since 16 Feb 09 and not ever had the oppertunity to use it as it gets soaked inside from the leaking slides,we have not ever had a response from GS to any E-mails, 3 Regestered Letter, and numerous phone calls, all to voice mails with no return calls, I am open to all suggestions now. We did a do- it-yourself mold test on the mold in the slides carpet and are awaiting the results but ther seems to be no other recourse then a lawyer at this time, as the dealer can't get GS to do anything to fix the problem.

[Biobug]

I completely understand your frustration. I could only offer a suggestion
to contact Russ Dean RV in Pasco Washington to see if they could help you
as they did me. I am sure they are competent do do what is necessary
to fix it. I will offer to if you run it up to drive you back to Portland International Airport for a flight home. I would also do the opposite when it is fixed. You should be able to get 3 day weather envelope soon that
it won't be raining to get it there. ( It is also a beautiful drive if you could
enjoy it under the circumstances,)
Us Gulf Stream "lovers" have to stick together.

[Nanaeve]

Does Chris Hurd actualy exist ? We have now sent 5 registered letters to GS and not one reply. Not one 'I'm sorry to hear about this or that , what can we do to fix it?" No replys of any sort from anyone at GS. We have E-mailed, snail mailed and registered letters and nothing. We have testing done and have lab certified mold growth in the areas that are always wet when it rains and we have never had a chance to use our 09 Endura on the International chassis. We purchased it on 16 Feb 09, drove it home and noticed the leaks in both slides and the rest is a sorry history.I would love to comment on the quality of GS warranty service, I just have'nt been able to get them to do any. I see letters about units that get taken back to the Factory and repaired, I would love to have that done as my wife and I are both disabled and we bought this unit to have fun with our children and grandchildren. And GS does nothing! Why must a lawyer get involved to have a company do what is required by law, follow their own warranty rules. Where does one go from here?

[Biobug]

I believe that Chris Hurd is no longer as I tried her extension and now a
man takes the voice mails and ignores them. Do you have a good relationship with the dealer you purchased the unit from? That seems
to be the only way Gulf Stream will acknowledge a problem. They
want to keep dealers.

[Nanaeve]

Our purchasing dealer was great until we walked out the door. They were in chapter 11 and didn't tell us. Had we known we would not have made the purchase with them. I'm going to get a line to russ dean rv in pasco, wa they are well spoken of and I'll give them a try.

[Nanaeve]

Contacted and sent photo's to Russ Dean, they replied that our leaking, improperly built 2009 Endura on the International Chassis was too much for them and that it would need to go back to the factory. We finally got a response from GS , and now are talking with them regarding replacing our unit. Seems that we have fulfilled the Califoronia Lemon Law requirements and are exercising our right to terminate our sale and get a replacement. We also have have two attorneys that are anxious to take our case and will give them our business if GS doesn't step up and do what is required. the journey goes on!

[Biobug]

I was shocked that about a month ago I received a check from Gulf Stream
for $1,420.00 for the slide repair that started the whole problem with them.
There was no letter or call -just the check. I am not complaining but a
person thru all the issues to talk to sure would have helped. I guess that
the wheels of progress roll slow with them but at least they roll.
I did use it over Memorial Day with no coach Issues. Just theCEL's that International can't figure out. Been there three times for that. It was
interesting to hear from the mechanic the history of the motor. It has
5,000 miles on it yet is has over 1,200 hours of idle time. They could
not figure that out but the warranty is still based on milage.

[infiniti534]

I am considering buying a Supernova 6331. The nearest GS dealership is about 3 hours aways. Should I be concerned?

[Biobug]

That seems to be about what many have for distance. With me we
just made a trip with an overnite stay close and then dropped it off
driving the toad home.
I don't think the distance is near as important as the dealers
reputation and it being financially sound. Myself and others on this
forum bought from dealers that promptly went under. That is where
the big problem is as then you are left fighting with Gulf Stream instead
of your dealer who knows how and has clout with them.
I imagine that if your dealer is still in business that they have made it thru the worst of the RV recession since financing and fuel are now favorable
again.

[Texas TC]

I bought my first RV from a dealer 45 minutes away and thought that was too far. I bought the SuperNova from a dealer that is one mile from my house and it sure was convenient during the warranty period. I would come in from a trip with my list of things to be repaired, drop it off at the dealer and walk home. When repairs were complete, I simply walked up to the dealer and picked it up.

I am a firm believer of buying close to home and from a dealer that has a good working relationship with the manufacturer. In my case, I got both.

[Biobug]

I agree that the closer the better. My problem like many is that we simply do not live close to any RV dealers. The closest one that carries Gulf Stream
is 60 miles away and has only a couple of units Gulf Stream makes. They
were not nice to talk to and had no International based units so we went farther. They would not work with us on repairs after the sale either. That
is why we had no choice but head farther away like we did to Russ Dean RV
(170 miles). The distance is an issue but the service is great. Ideally living
close like you would be great but simply not possible with most Americans-
especially rural. We had 3 new car dealerships 2 years ago and now we have
none. Volume is everything and that will get nothing but worse in the future.

[Biobug]

I had to call Russ Dean to make another apt. for warranty work before
our year is up. Water leakage along slide, Jacks that slowly go down after
leveling , a refrigerator that is a freezer;etc. They again have been great to deal with
but this time they are concerned with Gulf Streams authorization for service.
It seems that after the issues with me the first time and other customers
they decided to drop Gulf Stream from their lineup. They believe in Customer service and could not justify to their customers the issues with
Gulf Stream. I now wonder what will happen this time since it took a month
the last time...

[mikey52]

I am considering buying a Supernova 6331. The nearest GS dealership is about 3 hours aways. Should I be concerned?

Based on my experience with Gulf Stream I would say look at another manufacturer's unit. My coach has been out of service since June. Although we really liked the floorplan, customer service has been terrible. The Service Department will not even return calls from the dealership. Some have recently posted some very good experiences, but I think it is still hit and miss.

[Biobug]

Update--
This winter we had a water leak- more my fault , due to not draining
the water pump the housing cracked. when I hooked it to city water the
underneath area under the bed quickly filled with water (about 2 ") before
I figured out what was happening. That was enough to destroy the inverter
and then the water ran over the slide computer destroying it too . I replaced
the inverter and pump (also raised the inverter 3" since it sits right next to
the pump). The repair for everything was about $3500. The good thing was our insurance covered repairs less $500.00). On our 3 week vacation in June
we had about 20 cels (otherwise it ran great) and when back we took it to International where they finally found a faulty MAP senser causing the
CELS. Back to ready for the road I hope.

[cerealjoe]

Hi Biobug. I think that the service price is fair enough. It is interesting to have that service. :D