Happ Movers, Inc.

Initial Business Response /* (1000, 5, 2016/05/09) */
we have reviewed the information and photos providedFirst, we must state the alignment shop stating the axles are out of spec cannot be counted as accurate as we do not share our axles specification so they could not know if they are correct
or notSecond we did decline to participate in aligning the axles as we state in our published warranty that this *** void the warranty and *** likely cause further concerns in the futureThe response Mr.*** received is correctIt is our standard procedure to bring any axle back for testing in our lab to determine causeIf we find that it was built incorrectly this would be covered as warrantyany outside cause such as loss of camber or bending would not be considered warrantablethis is has been our standard procedure since we started producing axlesLCI *** stand by our product and follow our warranty proceduresNew axles can be purchased and the originals returned for testingIf manufacturing concern is found to be the reason for the worn tires we would reimburse the cost of the replacement parts and a maximum of *** per affected tirePhotos of each tire and the wear patterns would also be requiredMr*** can also contact the manufacturer of the vehicle and they *** also state this is the LCI policy and procedure
Initial Consumer Rebuttal /* (3000, 7, 2016/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pics of tires & axles where sent to you at the end of last summerNow this spring you are asking for the same thingAll this is doing is costing me time and moneyI want this problem resolved nowCamber is incorrect on the axles because you can not have significantly different camber readings from left side to right sideI am famalier with alignments because I have been a mechanic for yearsFeel pretty sure when the old axles are sent back you *** tell me they are not covered under warranty because of camber
Final Consumer Response /* (4200, 11, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am working through the dealer I purchased the travel trailer from and they keep telling me you want more pics and info.This needs taken care of immediately
Final Business Response /* (4000, 9, 2016/05/10) */
Axles are built with positive camber and checked before they are shipped to the OEMGenerally if an axle looses camber it is due to some outside forceIt is possible that there could be something wrong with the materialsThis is why we offer to bring the beams back and test themIf it is a manufacturing issue we would cover it as previously statedIf it is not a manufacturing concern then it would not be a warrantable issueAgain, LCI standard procedure for tire wear is that we recommend an inspection which Mr*** has doneWe agree there appears to be an issue with the beamsThey need to be replaced in any caseLCI does not ship any replacement parts at no costthey must be purchased and the originals returned to determine warrantyIf it is warrantable the cost of the parts and shipping and flat rate labor *** be reimbursed along with consideration towards replacing the affected tiresWhat we recommend is that you work through a service shop and have them order the correct parts and arrange for the return of the beamsThank you

Initial Business Response /* (1000, 8, 2016/05/05) */
Contact Name and Title: M *** Svc Coordinator
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lci1.com
LCI was contacted on 03/30/by *** ** regarding this chassisWe had them send in photos of the chassisAfter reviewing we
determined that this unit has been curbedthis means the full weight of the unit has been shifted too hard and/or too fast causing the frame to bendall of the axle hangers are folded the same direction, the I-beam above the hangers is bentCrack at one hanger, fresh, no rustwe checked the frame print and this unit was built to specifications and has been out of warranty since January of LCI stated this is not something that would be covered as good willWe would offer technical support on how to repair properly onlyEclipse agreed with this assessmentLCI will stand by our offer to provide technical support to a service shop on how to correct but we are standing by our decision to deny any coverage as warranty or good will
Initial Consumer Rebuttal /* (3000, 10, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both the dealer and my insurance company, who is denying the claim as well, are saying this trailer has not been curbed and that this is a manufacturers defect and Lipped is liable for the damagesMy insurance company hired an rv specific appraiser (Vspec) to assess the trailer and they are saying the damage is due to a faulty frame
Final Consumer Response /* (4200, 14, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will ask my insurance adjuster to call but, I still believe this is a manufacturers defect as I know I have not curbed it as Lippert claimsAlso, the shop that Lippert previously mentioned that evaluated the trailer for them says this trailer shows no signs of being curbed and I have copies of the email string between Lippert and the shop that show this and have had many calls with the shop and they believe it is a manufacturers defect as well
Final Business Response /* (4000, 12, 2016/05/05) */
The insurance company is welcome to contact us with the information they have gathered and we can review it with themWe should point out this make and model and has no service bulletins or recalls and no "defect" was noted by the service shop or indicated in any of the photos or information supplied to LippertThank you

Initial Business Response /* (1000, 5, 2016/05/26) */
Thank you for allowing us to respondWe were contacted by Mr*** on 05/25/regarding his stabilizer leg which Mr*** states he bentOur representative was correct in responding that we do not sell components of specific partsThe
stabilizer leg is part of a system that is assembled and tested by LippertWe cannot sell individual pieces of this system for safety reasonsWe cannot be responsible if the system is not re-assembled correctly and for that reason we only sell the stabilizer leg as part of a complete kitThank you

I am rejecting this response because:
I have been an automotive technician for over yearsI have towed many cars, boats, motorcycle trailers and cargo trailers throughout my life, have driven across the country times towing one thing or another and never ever lost a wheelI have over $150,worth of hand tools and diagnostic equipment including a total of Snap-on digital torque wrenches and know how to use each and every one of them properlyBeing that I was moving with my year old daughter I took extra care in checking the torque on the wheels among other things, (load shifting etc) because my life is one thing but my daughters (and my other children) is something more important to me that anything else. I am not a neglectful person. Their testing says what it says but I am old schoolHow many man-hours and money did it cost them to test the hub? How much did it cost them to ship it back to me? (It cost me $to ship it to them)Just because the computer says it is ok, it is? Everybody sits behind a keyboard today and will not go face to face because the computer said soA computer is only as good as the programmerIt is not the same world I grew up in where the customer always comes firstThe $will not ruin my life but it is still $and says alot about the integrity of a company or the person running itThe day this happened I was told by the selling dealer (MAXX CARGO) that she has seen this happen quite a few times and was even told by them there was a bad run of axles and Lippert made good on other incidences within a few weeks before so I was told. I know that every morning for days before I left each hotel everything that needed to be checked was checked on the trailer and my tow vehicle and still there product put our lives in jeopardyThank got we did not get hurtSo, if this publicly traded company that is worth millions of dollars chooses to not honor my claim that is a choice they can afford to makeMe? I work very hard for my money and spend it wisely and I purchased this trailer from MAXX CARGO because Jade gave me all the correct answers to my questionsI think she is great regardless of this decision by LippertShe helped me try to resolve this more that Lippert didIf this decision is final you can be sure that every person I come in contact with will know not to buy anything from a company that will not stand behind a productI will gladly love to see this on the website for others to seeI will move on with my life and they will continue to make millions but as the saying goes, "A Happy Customer Will Tell A Few But an Unhappy Customer Will tell The World"

Initial Business Response /* (1000, 6, 2015/08/20) */
Contact Name and Title: M.[redacted] svc coordinator
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lci1.com
LCI has been in contact with Mr.and Mrs. [redacted]. We have agreed to reimburse them $600.00. This was finalized 08-19-15. The claim has...

been turned and the check is to be cut on our next check run. We are declining the additional amount asked for as we must have a receicpt on file for any given amaount. We cannot reimburse them for their loss of time. Thank you. If you have furuther questions please let me know.
OFFER:
LCI is reimubursing Mr. and Mrs. [redacted] $600.00
Initial Consumer Rebuttal /* (2000, 8, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] has contacted us now to advise us that they will reimburse us in full for the repairman's time and that the check will be issued at the end of the month. Though I do not think it is reasonable that they delay responses to customers and force us to file Revdex.com complaints, this will be satisfactory.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the offer they have made and I will accept it. Please forward my mailing address below and thank you for your help with resolving this matter.[redacted]Phoenix, Arizona 85018
Thank you.