We're talking about Heartland vs GrandDesign for customer responsiveness and product? To me, that's not even a question....
Looking at BBB complaints - there is a Heartland consumer complaining that they have decontamination (due to water contamination) within the first year. We all know that we have to maintain our roofs, but here is Heartland's response:
In our owner's guide there is a section on regular maintenance of the unit. One of the items in this maintenance guide is maintaining of the exterior sealants. Heartland RV recommends that the sealants be inspected and or replaced every 90 days as needed. Based off this schedule there would have need to be three inspections or reseals needed since the date he informed Heartland of the issue. If the maintenance schedule is not followed the issue that Mr. ****** is experiencing can happen due to lack of sealant maintenance.
I read that as they're declining coverage because the owner couldn't show that he had the RV inspected and re-sealed every 90 days...
Maybe that's the right call, if the consumer didn't touch the roof within the first year..
Grand Design has complaints too - much fewer, albeit that may be because they don't have the same market share as Heartland.
GD has a 1-year full warranty, then 3-year structural. Appears to allow full time (extended stay) without limitation.
Heartland (Big-horn) 1-year full, but is rated for full time.
I can tell you that GD monitors their forum, gets involved when in dealer service issues (actively), and will allow non-dealer repairs.
Largely I'm impressed by GD - they'll be our next RV. I really don't have anything bad to say about Heartland, so you could be OK either way...