At first glance Grand Design looks like a good reputable company, after having our G Class Momentum 5th Wheel for 1 year, it has spent 4 months in the repair shop.
Our 1st issue was with the Patio Door, one side of the door track is wider than the other by 1/8" this allowed the window to fall out when you opened it. This was agreed to be fixed; however, it took months for the parts to fix and when they came in the window was not included. Hopefully this is now fixed.
Our 2nd issue was with the cabinets, one of the cabinet’s shelves was installed wrong, the support was put on the top side instead of the bottom, and this allowed the shelf to detach once weight was introduced. It took some time but after several months we got parts to fix the problem. Communication was less than good from Grand Design; it took several calls and email to get a respond when i was checking on status of the parts.
During this time, we noticed the floor in the bedroom was wet after it rained. We use our camper often, and fortunately we had not been in the camper when it was raining until this point. When it was hot in the summer, we could smell a little musty smell and the floor squeaking when you walked under the a/c. After complaining about this it was determined that when the A.C was installed they had a wire installed incorrect under the a/c gasket, this allowed water to enter the camper below the a/c sine it was not sealed correctly. Now this is fall October, the camper was Built a year prior to this, how much water has entered the camper and compromised the wood floor? The walls? The bed frame?
Grand Design authorized the dealer to brace the floor. So, we have a water problem for a year and rather than replacing wood that likely was damaged from an issue caused by poor installation they are stepping up to brace the floor. If you have water damage in your home to wood subfloor, you replace it, why would my camper be treated any different? They stated the bracing is all they will do. In my opinion this is not taking care of the customer after the sale or customer focused as touted on the Web page,
Now we have many other issues which are still pending after the last 6-week stint at the dealer, we still have not had the Slide repaired, one side does not open all the way, it leaves a gap of about 1/2 inch. They have ordered a part but still not in.
The best is the refrigerator freezer, we noticed issues while using for an extended period of time. On one side of the freezer we noticed it took 2-3 days for ice to freeze. We informed the dealer, the made a warranty claim with Grand Design, they were told to adjust the doors, the dealer did this and advised the one door is installed at an angle, and adjusting will not fix, they recommended replacing the unit. Grand Design has now asked me to send them pictures showing the work is done, she also asked me to fold a dollar bill, and see if it will slide between the gasket and the refrigerator. And we need to take pictures of this.
Now mind you, the customer service manager read the notes from the dealer, she was aware of the door mount being crooked, but still insisted we need to do these other steps before she can submit for replacement. Again, this is top notch customer service as describe on the Web page.
If they do not trust the dealer to have done the repairs, maybe they should require pictures from the dealer showing warranty repairs are completed. Having the customer do this is a tad ridiculous.
Other "quality" issue include not putting all of the screws into the floor trim, a new one is ordered, still not in.
Televator falling, the Stop was installed with small staples, this allowed the stop to fall off and have the TV fall into the Televator area. Again, another Quality issue.
Other issues include door adjustments, light issues and other small items, the gate for the deck frame is bent, this made it hard to close, dealer made adjustment, but still bent with opening and closing issues. These issues have partially been addressed.
When you read Grand Designs web page and they state how great they are in Quality, Customer Service, and how they take care of customers after the sale. This is not our experience with Grand Design at all.
Unfortunately our experience is very poor with Grand Design. I understand that the camper is a rolling hurricane and things can happen, what I cannot understand is the customer service and warranty issues with getting repairs authorized and completed. And the lack of care about the product they put out. I am sure with the market the way it has been in the last few years, they don't have to care about customers.
I would shy away from Grand Design products.
Future Ex Grand Design Owner