To whom it may concern.LCI was contacted by Mr. [redacted] with a complaint of a wheel off on September 14, 2017. Mr. [redacted] was asked for all the trailer information and pictures of the concern. Pictures were received and reviewed. Mr. [redacted] was informed that it appears that the wheel...
nuts may not have been torqued properly. Mr. [redacted] was advised that if he were to send in the hub with the remainder of the wheels studs, LCI would test them to determine if there was a concern with the wheel stud material. Attached please find the test results for the wheel studs that were supplied to LCI by Mr. [redacted]. You will also find test results for other units that had questions about the material and the results of the test which all were found to meet or exceed specifications. LCI does not see this as a manufacturing concern per the test results supplied by our Chief Engineer. If you should have any additional questions please feel free to contact me at your earliest convenience.Thank you,[redacted]Customer Service – Axle/Chassis/Stepsw: 574.537.8900 | f: 574.534.7161
Initial Business Response /* (1000, 5, 2016/12/19) */
thank you for allowing us to review and respond to Mr. [redacted]. LCI has a policy stating we will not reimburse owners of units for labor for work they do themselves This is for liability reasons. We have on record stating at that time that we...
would have paid an authorized service shop to perform the work necessary and labor was quoted for all. Had the service shop R&R'd the underbelly material, it would have been covered by LCI. As the owner performed this part himself we stated to him in writing and via phone that this would not be covered. We also spoke with Coachmen the RV manufacturer and informed them.
the statement that the cracked in the I-beam caused the axle to bend is false. It would in fact happen the other way around. Had LCI known in before any of the other work was stated that the cause was a bent axle it is likely that all would have been denied. A bent axle is not warrantable and any damaged caused after that would have been denied and the owner would have been directed to contact his insurance. We did direct Mr.[redacted] to contact his insurance after the information regarding his bent axle was put presented.
What LCI did to assist Mr. [redacted] as cover the cost of the frame welding, parts, and full reimbursement for new tires which are not technically covered by our warranty. All of this was done before we were given the full information as stated above. The amount we reimbursed was [redacted] this was completed in October 2016.
Regarding the stabilizer jack, Nothing was presented to LCI at the time of the concern. We also contacted Coachmen regarding this and they also had nothing on file for a warranty claim. For a claim such as this we would have required photo documentation and parts return as stated in our warranty policy. Neither LCI or Coachmen received the original parts back or any photo documentation so we had no choice but to deny the request that was made many months after the concern was presented to us.
We have reimbursed Mr. [redacted] for all of the costs we stated we would from the start including going beyond our policy and assisting with the tires. We respectfully deny any further reimbursement and consider this matter closed. If you have any further questions or concerns please contact us again. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the LCI claims that there is a record stating at that time that they would have paid an authorized (Coachman) service shop to perform the work necessary and labor, there was not an authorized Coachman dealer in the area and given the state of the trailer it could not be moved far. I even tried the only two repair shops in the area, both non-Coachmen and was told they were booked out for a couple of weeks. As I was already in Alaska longer than planned and needed to leave ASAP, waiting was not an option. When I told this to LCI they suggested I ask a welder to do it, which I did.
On LCI's comment on the underbelly "Had the service shop R&R'd the underbelly material, it would have been covered by LCI. As the owner performed this part himself we stated to him in writing and via phone that this would not be covered." no one was available to do it and offered no assistance in helping locate anyone to perform the repair after I had called and visited several shops. I had two welders look at the trailer and they wanted to see the extent of the damage before agree to repair and give estimate. I was then told by one of the welders that this was not something he was going to do. (take down the underbelly and he wanted to see it before agreeing to do the work) Beyond that, LCI was no help in resolving the issue and time was running short, I had to do the work myself to get an estimate from the welders. It was not until after I did the work that LCI told me they would not pay for it. I have an e-mail from [redacted] at Coachman stating to LCI that they should really cover my labor as there were extenuating circumstances and they would have paid a dealer the same amount for the labor. I had also had not been informed not to do this in writing or by phone by LCI or coachman one of them had stated it would only take a few hours.
The comment of the axle happening first is false as well. The first tire shop did not see a problem with the axle. In addition, shop in Yukon who did the repair to the axle, attributed the damage to the crack in the frame. I do not see how Coachman could make the claim that the axle was bent and somehow cracked the frame when no one from Coachman saw the trailer and the professionals who did see stated otherwise.
In regards to the statement regarding the stabilizer jack, the repair was presented to coachman in April and was I told via phone it would not be covered. I had the repair done out of pocket and was told at the service center that it had a part missing. I was then informed by Ancira, where I purchased the trailer, while contacting them about the issue with the frame, that the trailer was covered from bumper to bumper and that I should submit a claim for the stabilizing jack as well.
I do in fact have the email saying they received my claim and they did not ask for photographs or further documentation then the receipt for the repair. I also have all emails from this ordeal showing that it was days before I heard back from phone calls and emails at times trying to get this repair done while stranded. Please check the dates on emails if you so require them.
I am not trying to seek the lost days of vacation in Alaska, or the extra money I spent having to spend on hotels instead of using the travel trailer. I would just like to be reimbursed for the money I have had to spend into the repairs while it was under warranty.
In closing all I am asking for is for them to honor their warranty.
Final Business Response /* (4000, 9, 2017/01/03) */
Thank you for allowing us to respond to Mr. [redacted]. We have reviewed the information presented along with all previous submissions LCI stands by our previous statements and decision. LCI is respectfully denying Mr. [redacted]'s request for further compensation.
Final Consumer Response /* (4200, 11, 2017/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for allowing me to respond to LCI statement of denying my request for them to uphold their warranty. I have all the documentation regarding these issues emails, receipts, photographs, phone calls and will make other consumers aware of LCI not honoring the warranty on their products. I do consider this no resolution to the issues in this case.
[redacted]
To whom it may concern.LCI was contacted by Mr. [redacted] with a complaint of a wheel off on September 14, 2017. Mr. [redacted] was asked for all the trailer information and pictures of the concern. Pictures were received and reviewed. Mr. [redacted] was informed that it appears that the wheel...
nuts may not have been torqued properly. Mr. [redacted] was advised that if he were to send in the hub with the remainder of the wheels studs, LCI would test them to determine if there was a concern with the wheel stud material. Attached please find the test results for the wheel studs that were supplied to LCI by Mr. [redacted]. You will also find test results for other units that had questions about the material and the results of the test which all were found to meet or exceed specifications. LCI does not see this as a manufacturing concern per the test results supplied by our Chief Engineer. If you should have any additional questions please feel free to contact me at your earliest convenience.Thank you,[redacted]Customer Service – Axle/Chassis/Stepsw: 574.537.8900 | f: 574.534.7161
Initial Business Response /* (1000, 5, 2016/12/19) */
thank you for allowing us to review and respond to Mr. [redacted]. LCI has a policy stating we will not reimburse owners of units for labor for work they do themselves This is for liability reasons. We have on record stating at that time that we...
would have paid an authorized service shop to perform the work necessary and labor was quoted for all. Had the service shop R&R'd the underbelly material, it would have been covered by LCI. As the owner performed this part himself we stated to him in writing and via phone that this would not be covered. We also spoke with Coachmen the RV manufacturer and informed them.
the statement that the cracked in the I-beam caused the axle to bend is false. It would in fact happen the other way around. Had LCI known in before any of the other work was stated that the cause was a bent axle it is likely that all would have been denied. A bent axle is not warrantable and any damaged caused after that would have been denied and the owner would have been directed to contact his insurance. We did direct Mr.[redacted] to contact his insurance after the information regarding his bent axle was put presented.
What LCI did to assist Mr. [redacted] as cover the cost of the frame welding, parts, and full reimbursement for new tires which are not technically covered by our warranty. All of this was done before we were given the full information as stated above. The amount we reimbursed was [redacted] this was completed in October 2016.
Regarding the stabilizer jack, Nothing was presented to LCI at the time of the concern. We also contacted Coachmen regarding this and they also had nothing on file for a warranty claim. For a claim such as this we would have required photo documentation and parts return as stated in our warranty policy. Neither LCI or Coachmen received the original parts back or any photo documentation so we had no choice but to deny the request that was made many months after the concern was presented to us.
We have reimbursed Mr. [redacted] for all of the costs we stated we would from the start including going beyond our policy and assisting with the tires. We respectfully deny any further reimbursement and consider this matter closed. If you have any further questions or concerns please contact us again. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the LCI claims that there is a record stating at that time that they would have paid an authorized (Coachman) service shop to perform the work necessary and labor, there was not an authorized Coachman dealer in the area and given the state of the trailer it could not be moved far. I even tried the only two repair shops in the area, both non-Coachmen and was told they were booked out for a couple of weeks. As I was already in Alaska longer than planned and needed to leave ASAP, waiting was not an option. When I told this to LCI they suggested I ask a welder to do it, which I did.
On LCI's comment on the underbelly "Had the service shop R&R'd the underbelly material, it would have been covered by LCI. As the owner performed this part himself we stated to him in writing and via phone that this would not be covered." no one was available to do it and offered no assistance in helping locate anyone to perform the repair after I had called and visited several shops. I had two welders look at the trailer and they wanted to see the extent of the damage before agree to repair and give estimate. I was then told by one of the welders that this was not something he was going to do. (take down the underbelly and he wanted to see it before agreeing to do the work) Beyond that, LCI was no help in resolving the issue and time was running short, I had to do the work myself to get an estimate from the welders. It was not until after I did the work that LCI told me they would not pay for it. I have an e-mail from [redacted] at Coachman stating to LCI that they should really cover my labor as there were extenuating circumstances and they would have paid a dealer the same amount for the labor. I had also had not been informed not to do this in writing or by phone by LCI or coachman one of them had stated it would only take a few hours.
The comment of the axle happening first is false as well. The first tire shop did not see a problem with the axle. In addition, shop in Yukon who did the repair to the axle, attributed the damage to the crack in the frame. I do not see how Coachman could make the claim that the axle was bent and somehow cracked the frame when no one from Coachman saw the trailer and the professionals who did see stated otherwise.
In regards to the statement regarding the stabilizer jack, the repair was presented to coachman in April and was I told via phone it would not be covered. I had the repair done out of pocket and was told at the service center that it had a part missing. I was then informed by Ancira, where I purchased the trailer, while contacting them about the issue with the frame, that the trailer was covered from bumper to bumper and that I should submit a claim for the stabilizing jack as well.
I do in fact have the email saying they received my claim and they did not ask for photographs or further documentation then the receipt for the repair. I also have all emails from this ordeal showing that it was days before I heard back from phone calls and emails at times trying to get this repair done while stranded. Please check the dates on emails if you so require them.
I am not trying to seek the lost days of vacation in Alaska, or the extra money I spent having to spend on hotels instead of using the travel trailer. I would just like to be reimbursed for the money I have had to spend into the repairs while it was under warranty.
In closing all I am asking for is for them to honor their warranty.
Final Business Response /* (4000, 9, 2017/01/03) */
Thank you for allowing us to respond to Mr. [redacted]. We have reviewed the information presented along with all previous submissions LCI stands by our previous statements and decision. LCI is respectfully denying Mr. [redacted]'s request for further compensation.
Final Consumer Response /* (4200, 11, 2017/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for allowing me to respond to LCI statement of denying my request for them to uphold their warranty. I have all the documentation regarding these issues emails, receipts, photographs, phone calls and will make other consumers aware of LCI not honoring the warranty on their products. I do consider this no resolution to the issues in this case.
[redacted]