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Old 02-20-2009, 06:49 PM   #1
Biobug
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Location: Hood River
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Default New Gulfstream Super C warranty issues

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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 02-22-2009, 11:58 AM   #2
RJ82much
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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.
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Old 02-23-2009, 09:14 AM   #3
Biobug
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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...
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 02-24-2009, 09:26 AM   #4
mikey52
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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.
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Old 02-27-2009, 12:45 PM   #5
rdlamb
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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.



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07 TM 40D;ISL 450 Cummins(upgraded). Very happy w/coach
Gnarly toad to scoot around.
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Old 03-02-2009, 09:59 PM   #6
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-03-2009, 08:08 PM   #7
mfa
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"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.
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Old 03-05-2009, 09:04 PM   #8
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-10-2009, 02:22 PM   #9
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-10-2009, 10:27 PM   #10
mikey52
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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.
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Old 03-11-2009, 12:15 PM   #11
RJ82much
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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.
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Old 03-11-2009, 07:49 PM   #12
Biobug
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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??
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-11-2009, 10:25 PM   #13
Texas TC
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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!



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Old 03-14-2009, 04:26 PM   #14
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-26-2009, 09:26 PM   #15
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 03-28-2009, 10:40 AM   #16
rdlamb
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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.



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Gnarly toad to scoot around.
Geocaching, hiking, fishing, National Parks, Civil War sites.
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Old 04-02-2009, 07:25 PM   #17
Biobug
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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.
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"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 04-05-2009, 09:44 PM   #18
Nanaeve
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Default Leak like Sieve

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?
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Old 04-09-2009, 10:50 PM   #19
Biobug
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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.
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2008 Gulfstream Conquest Super-C
with the International Chassis


"There comes a time in a mans life that he must
take the bull by the tail and face the situation."
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Old 04-10-2009, 03:47 PM   #20
Biobug
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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.

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