Complaints

This profile includes complaints for Lippert Components Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lippert Components Inc.

  408 S Byrkit St Mishawaka, IN 46544-3012

• 

  Lippert Components Inc.

  1207 Eisenhower Drive Goshen, IN 46526

• 

  Lippert Components Inc.

  1724 Eisenhower Drive Goshen, IN 46526

• 

  Lippert Components Inc.

  2703 College Ave Goshen, IN 46528

• 

  Lippert Components Inc.

  1902 West Sample St South Bend, IN 46619

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filing this complaint with Lippert since they own *************, and it looks like they actually respond to complaints/reviews unlike ************.I have a **** Echo bluetooth brake controller, and recently bought a brand new camper. Just a few minutes down the road, the app for the controller glitched out and caused my brakes to "lock up". By the time I was able to pull over, and the fact that it was 90-degrees outside, my trailer brakes were smoking. My repair bill came out to about $1,400. According to a Q&A post on etrailer.com and the Apple App store reviews, it looks like multiple have had this same issue since the app was updated to the One Control Auto app earlier this year. Not to mention, in order to forget/unpair device from the app, you have to completely delete the app and re-install it. You can't do it from within the app, and as a software engineer, I'd say that says a lot about the poor quality of the app. The app only has a 1.4 star rating on the Apple App store, and is full of horrible experiences.While I understand it was my choice to use the brake controller, I'd appreciate seeing if we can work something out for a poorly developed software. Even if it's not the full repair bill. It ***** trusting that their product would work, but ultimately ending up damaging my new camper within 10 minutes of ownership. I'd also like to see the company fix their app, so other's don't have to go through this same issue.

  Business Response

  Date: 07/18/2024

  ****************,

  Thank you for reaching out to Lippert to share your concerns.  To further assist you, can you please provide the invoice for the repairs and any associated documents/pictures associated with this matter.  Once we have this information, Lippert/**** will look into this matter and reach back out to you.  

  If it's easier, you can send the information to **************************** and attached the requested information.  

  Sincerely,

  *********************

  Lippert Components Inc., - Consumer Affairs

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lippert brake parts were ordered on July 8, 2024 with delivery expected by July 11, 2024. They were not delivered and Lippert did not know why they werent shipped so parts were ordered again to be delivered by July 15, 2024. Parts were not shipped as ordered and are sitting in *****. Parts were again ordered to be overnighted and received by July 16, 2024. Parts were instead shipped ground and have still not arrived so Lippert said they would be overnighted to be delivered by 7/18/24 but they still havent shipped. We had made plans - reservations coordinated with a group of friends a year ago for an Rv trip to ****************. To date, our caravan of friends left without us and now we are currently delayed 3 of the 7 days and possibly 4 of the 7 days of our reservations. After speaking to 2 supervisors, ****** said the best he could do was to ensure our delivery was overnighted asap to receive tomorrow. Which means they still have to be installed and we still have a 2 day drive ahead of us when we should have been close to arriving to ***********. There is no excuse for running a business so poorly.

  Business Response

  Date: 07/18/2024

  ********************,

  Thank you for sharing your concerns with Lippert.  Your sharing this concern is very important to us and is taken seriously.  I have reached out to the appropriate team seeking an update as to the shipment of the brake parts.  I will reach back out as soon as I hear back from our team.  

  Sincerely,

  *********************

  Lippert Components Inc., Consumer Affairs

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because: the brake parts have not yet been received and the response only indicates they are looking into this matter.
  
  
  

  Business Response

  Date: 07/18/2024

  ********************,

  I was able to obtain all the tracking numbers for this order.  It was requested for early (by 8:30am) delivery.  Hopefully you will see the parts soon.  

  1Z9751F11533210981
  1Z9751F11536245779
  1Z9751F11525847765
  1Z9751F11536512953
  1Z9751F11524017341
  1Z9751F11535816930

  *********************

  Lippert Components Inc., - Consumer Affairs

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because: the shipments still have not arrived (again 1 of 3 requests for parts that were promised initially a week and a half ago) and now are not scheduled to arrive until tomorrow! Coordination with friends and making reservations a year in advance for this once in a lifetime vacation was a great experience and we have so looked forward to in anticipation for a year.  Lipperts poor performance in what should have been simple tasks is hard to fathom. You can not replace the time and trouble we have lost. This has been the most unprofessional and frustrating experience we have encountered in any business.
  
  
  

  Business Response

  Date: 07/19/2024

  Ms, ********,

  I certainly understand your frustration.  I have been advised that you have spoken with ****** from our ************ and he will be working with you going forward on this matter.  Please understand that it's frustrating for Lippert as well when shipping companies are not able to meet delivery times as noted, thus, making this matter more frustrating for both sides.  Please let us know if you should have any others questions that ****** is not able to assist you with.  

  Sincerely,

  *********************

  Lippert Components Inc., - Consumer Affairs

  Customer Answer

  Date: 07/19/2024

   I am rejecting this response because: I dont think you understand this whole frustrating ordeal - 3 overnight shipments that never shipped overnight.  ****** only got involved in this third delivery attempt and it too was NOT shipped overnight as he promised. Sounds like you may have issues in your parts ***** not making deliveries clear with the shipper. Just getting the package to the right area before a pick up hasnt proved effective - no follow through. As a result of still not receiving the parts, American RV came thru with plan B to get us on the road. Please provide your email address and I will email you the charges/invoice that plan b cost us - a total of $1,675.11 to be reimbursed.
  
  
  

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2020 Rockwood minilite 2511s. There is theater seating in there. The fabric on the theater seating is falling apart. I contacted the company a year ago about the fabric falling apart and the best they could offer me was half off another set which is still $1300. I also contacted them a couple of years before this to let them know the heating inside the seats did not work and they offered me nothing. I have a $30,000 camper that is four years old and the seating is fall apart and they want me to buy new. This feels unacceptable as they know this is a problem with these chairs. I feel as though a full replacement is warranted.

  Business Response

  Date: 04/29/2024

  **************, good morning.  I would like to review this matter more closely but going to need some additional information.  I see back in October of 2023, we have a case opened on your behalf, 4448945.  Unless I have missed another case being started, there is the information below that will contribute to my review of this matter.  

  Please reply to *****************  
  
  Full 17 Digit Vehicle Identification Number:
  Date of Manufacturing:
  Date of Purchase:
  Manufacturer:
  Model/Floor Plan:
  Retail owner's home address, email address, and phone number.
  Photos Requested: complete photos of the product and any tags so what we may properly ID the product. 
  
  You had stated you have been experiencing this issue since you have had the recliners. Do you happen to have a case number involving any previous issues with these recliners? If so, please provide me with that as well. 
  
  Once I receive this information, I can continue to review your request. 

  Sincerely,

  *********************

  Consumer Affairs Specialist

  Customer Answer

  Date: 05/02/2024

   I am rejecting this response because:
  
  I have emailed with the company directly as requested. Its only been a few days, but I havent heard back yet and I didnt want my seven day window to reply to expire. Thats why I am rejecting at this time.

  Business Response

  Date: 05/02/2024

  Prior to receiving this rejection notice, ************** and I had a conversation about this matter.  ************** will be updating the case on his side.  Please let me know if you have any questions.  Thanks,

  Customer Answer

  Date: 05/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Unfortunately, unfortunately, for me, there was nothing they could really do I guess so thats kind of for me to figure out. But I did appreciate the phone call and the kind response.

  
  

  Thank you.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with the company for inferior workmanship on my fifth wheel. Lippert builds frames for Forest River. My trailer contained inferior welds on the frame causing damage and a bill of $6200. My claim number is *******. The company is failing to take responsibility for their inferior workmanship by saying the age of the trailer and their lack of knowledge of the repairs is the cause for denying responsibility. I am not sure how either of these caused their company to not properly weld the frame during the manufacturing process.

  Business Response

  Date: 02/23/2024

  Good Afternoon 

  I have reviewed your case and complaint. I understand your frustration with the concerns you have with your trailer. Respectfully we are not able to cover the cost of the repairs you have had preformed nor are able to offer any assistance with additional repairs. The repairs that were preformed were done so without the authorization or guidance of Lippert. Photos and estimate additionally show concerns with wall structure as well. 

  Customer Answer

  Date: 02/26/2024

   I am rejecting this response because:  whether you approved the repair or not does not absolve you of the fact that your welders did not weld the frame properly.  Because of the faulty welds, the cross members failed and the repairs had to be made.  Also, you mention wall integrity.  Again, this has nothing to do with the fact that your employees failed to complete the job in a satisfactory manor and repairs had to be made.  Repairs were made at the dealership where the unit was purchased.  If your policy is to approve work before it is complete, then your dealerships should be informed of your policy.  
  
  
  

  Business Response

  Date: 02/27/2024

  Good Morning 

  The evidence to determine root cause has been spoiled by repairs being completed before we were notified of the concern. This is why we have to deny participation in assisting with the cost of the repairs you have had completed. Had we been made aware of the situation before repairs were completed we could have inspected the unit to determine root cause of the concern. 

  Customer Answer

  Date: 02/27/2024

   I am rejecting this response because: 1) If you look at the photos, the root cause is that the joints were tack welded and not welded properly.  Tack welding holds the piece in place before the joint is welded in place.  Clearly, it is evident that the joints were only tacked and never welded.  2)If your policy is to be contacted, why does the dealership where it was purchased not know your policy?  The shop at the dealership is the ones who repaired the breakage.  They even noted that one of the joints was not even tack welded.  I still cannot understand how you cannot take responsibility for poor workmanship.  If there would have been a catastrophic failure and caused an accident, what then?  Luckily, your poor workmanship did not cause a death, just time that my family missed opportunities to enjoy our camper.  Please review the photos and look at the before repair pictures. 
  
  
  

  Business Response

  Date: 02/28/2024

  Good Afternoon 

  I have reviewed again all photos and information provided. As well as I have had our Director of Chassis Engineering review all photos and information as well. The photos do not show enough detail to determine that a defect was present. There is nothing found in the photos provided that give us a concern of a defect in the Chassis. Since this has already been repaired we do not have an opportunity to inspect the unit to determine root cause.

  Since the warranty is expired on the unit the dealer did not have to get repairs authorized by Lippert or the **** However for Lippert to consider covering the repair as a goodwill outside of the warranty term we would have need to be contacted prior to repair so that any necessary inspections could have taken place. It is no different than an insurance claim. Your insurance company would not pay a claim to repair your truck if you waited until after the truck was repaired to notify them and file the claim. 

  I cannot comment on the wall concerns as Lippert does not manufacture the ** walls. You would need to contact he ** OEM about the wall concerns. 

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against: Camping World, ***** US *******************************************, Lippert, 408 **************** St, *********, ** *****, and ***** ********************************************** **.On March 27, 2023, I dropped off my 2022 KZ Durango D256RKT travel Trailer at CW regarding a defective slide. On July 3, 2023, **************** said he contacted Lippert, and they requested photos and explanations of the defective parts. On July 27, 2023, Lippert requested additional photos and measurements of the slide. On August 2, 2023, I contacted *****************************, KZ and requested that they investigate the matter and get my ** repaired. KZ representative contacted CW and requested that CW send the photos and parts request directly to KZ. On August 3, 2023, KZ approved the repairs and ordered Lippert to send the parts to CW. On August 22, 2023, I met with **************** after he indicated that the slide had been repaired. We conducted an inspection of the ** slide and determined that it had not been repaired correctly. On September 5, 2023, **************** informed me that the gears on the slide had to be replaced and parts would be ordered from Lippert. In fact, Lippert did not have the parts and they had to manufacture them. On December 19, 2023, I file complaints with CW and Lippert regarding the time that it has taken to receive the parts and repair my **. I received a call from CW Manager who stated he would follow up on the matter. I received an email from **************** stating that the parts would arrive CW by January 19, ****. I asked KZ if they would extend the warranty on my ** since its been un the shop for repairs for over nine months and they said no, the original warranty could not be extended. CW did not do its due diligence in following up with KZ and Lippert to get the parts needed to repair my **. Lippert claims no one ever requested any parts from them, and KZ thought it was all been handled. The fact is that no one cared to follow-up until complaints were filed.

  Business Response

  Date: 01/22/2024

  Good morning, sir. I've received your complaint and will be investigating this matter on our end. It appears that we did start diagnosing the slide issue with the dealer and we never received information that we requested to be able to help. This case looks like it went dry and then listening to a call between you and our slide out technical supervisor, the diagnosing got directed to the *** manufacturer and we were not let known that and no one came back to us for us to help. I'll email you from the case to set up a time we can discuss this matter further and I hope you give us the chance to further diagnose the issue. 

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because:  According to Camping World and *****, the manufacturer of the part is Lippert and they have not provided the parts.  Each of the three companies, Lippert, Camping World and KZ will blame the other for this issue.  The case that Lippert is referring to being closed was the request from CW.  KZ submitted a parts request from Lippert which they have never completed.  
  
  
  

  Business Response

  Date: 01/22/2024

  Good afternoon, sir. I have reached out to the appropriate person at KZ and they are reviewing the latest information and will let me know next steps. You'll see in the email I sent you from my internal email that I'm working on this matter for you and will help facilitate to work on this matter for you with us, KZ, and the dealership and have already sent you updates. 

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because:  Although Lippert has been very diligent in trying to find a solution to this situation, there are still some unfinished matters.  According to Camping World on January 22, ****, Lippert has delivered some parts but still waiting on others. Until my RV is repaired correctly, I intend to keep this complaint active on all three corporations that are accountable for the repairs to my RV.  
  
  
  

  Business Response

  Date: 01/23/2024

  Good morning, sir. I've already reached out to the ** rep and alerted him of this since they placed a parts order with us and all I've seen is that the shipment arrived on the 16th at the dealer. I'm waiting for more information from ** to see if they are still showing a missing or held up part that is yet to arrive at the dealership. As soon as I learn more, I'll let you know. 

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because: As I previously stated, I appreciate your efforts to resolve this issue and hopefully it will all be resolved soon.  However, until the matter is resolved, I will continue to maintain this case open.  Thank you again for your efforts.  Camping World nor KZ **** have responded to this situation.
  
  
  

  Customer Answer

  Date: 02/02/2024

  I would like to submit a statement that the issue with Lippert complaint (ID ********* has been resolved.

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase of a travel trailer - Purchase date - 11/2022 Purchase amount - $3500 down payment + tax + extended warranty = $50,000.00 aprox Business Commitment - *********, Lippert, dealer ******* ***** - Committed to providing a structurally sound travel trailer.Nature of the dispute - For several months I have attempted to get Lippert (the frame manufacturer) and ********* (the Camper manufacturer) to resolve an ever growing list of issues with my travel trailer. The main issue is that the structural integrity of the frame has been compromised by both Lippert and *********. ********* has cut a floor cross member out of the frame in the manufacturing process of the travel trailer. It also appears that Lippert has omitted a floor cross member of the frame in their manufacturing as well. This has seriously compromised the structural integrity of the camper causing the floor to belly and flex where the rear slides are located. this also causes the dining table and the kitchen cabinets to rub on the island in the center of the camper. This puts additional stress on the outside walls of the travel trailer. The list of issues with the travel trailer does not stop there. There are wiring, HVAC, plumbing and trim issues. I located cut brake wires in the left rear after purchase and there is a serious bend in the right front of the frame. I personally spent 20+ hours fixing minor trim issues inside the camper as well. ******* ***** took this trailer in and did not inspect it prior to it being deemed worthy of sale to an end user. Since this is the case I have opted to not take it back to the dealer, ******* ***** of ***** and have opted to deal directly with ********* and Lippert. I initiated contact with ********* in mid June of 2023 and shortly after with Lippert. ********* has offered no solution to the problem and Lippert blames ********* for the issues with the frame. Requested a supervisor several times and ********* and Lippert is not responding.

  Customer Answer

  Date: 09/19/2023

  2022 mallard m335

   

  VIN- *****************

  Business Response

  Date: 09/19/2023

  Good afternoon and thank you for reaching out and letting us know we need to review something. Looking into this there has been communication from yourself to us and us with ********** I'll investigate this item further on your behalf and I'll reach back out to you shortly through the case that you had started with us when you first reached out. Again, thank you for letting us know and making this aware to us. You'll see an email from me shortly via the internal case we have on file. Have a wonderful day. 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Forest River Salem FSX 178BHSK on August 15 2022. We just realized that the Lippert awning was starting to separate along the welded seam closest to the trailer the entire length of the awning. As it is less than a year old we contacted Lippert as it is still during the warranty period. They are refusing to honor the warranty saying that the ripping was caused by excessive forceThis is impossible. We have only used our camper three times and have NEVER left it out during rain or wind. In addition we never over extended it. There has never been any force used with it and our barely used camper is not even a year old. Poor workmanship and now Lippert is not honoring their warranty.

  Business Response

  Date: 08/14/2023

  Good Morning 

  Sorry to hear about your concern. I have found your case in our system and escalated it for review. I would like to see a few additional photos of the awning and will send an email from the case requesting those. The additional photos will allow us to make the correct determination on the concern and be able to tell better what may have caused the issue. 

   

  ***********************
  Consumer Affairs Specialist
  www.lippert.com

  Customer Answer

  Date: 08/22/2023

   I am rejecting this response because:
  
  I am going to send the requested pictures today. Will upload to BBB as well. 

  Business Response

  Date: 08/22/2023

  Thank you, *****. We look forward to reviewing these with you. We'll review and respond back to the email we have already going back and forth about this this. Much appreciated and we'll talk again soon. :-)

  Customer Answer

  Date: 08/28/2023

   I am rejecting this response because:
  
  They have offered to send a replacement part. I believe labor should be covered as well in honoring their warranty.  They stated damage could be caused by puncture or a stick yet tears are linear following the welded seam the entire length of the awning horizontally.  Discussing with Lippert via email. 

  Business Response

  Date: 08/29/2023

  Good morning. I want to add here that this is not a defect of the material, and it is technically damage to the material. We are willing and have already offered, to supply you with a goodwilled fabric and shipping on us regardless. If you would like the fabric let us know that you agree to having the fabric only sent. If not, we will consider the matter closed and you are denying our assistance. Tearing in fabric happens in a linear fashion and the images shared with me are not, which can be a result from small twigs or branches from trees falling and then becoming pinched when the roll tube fully closes and then a small puncture can occur. Please let me know what you decide.

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Libppert/Solera awning fabric from ****** Manufacturing that is on their site and Lippert's site says that it would fit my Dometic **** awning. After installing the fabric the awing projects too far out where the awning arm is supposed to point up now points down. But by my measurement, it projects about 3" too long. I have contacted Lippert many times for a refund or a solution with no help at all. They are now telling me "Unfortunately there is not much we can do as our fabric is not defective it is the correct measurement and we cannot issue a refund." I contacted a youtuber who showed putting the Lippert/Solera fabric on a Dometic **** awing. He said that his projects out about 5" too far. I sent pictures to Dometic to see what may be wrong, and their reply was "I am not sure what is causing the issue, other than the fabric must be projecting further than ours does." I now have two others that agree that the Lippert/Solera awning fabric is not made correctly to Dometic **** awning and they will not do anything about it. I am uploading pictures to show the problem. One shows how far the awing arm now bends down and my original awing and the Lippert/Solera awing on top of each other showing the difference

  Business Response

  Date: 07/31/2023

  Good afternoon, *******. I'm sorry to hear that you're having a bad experience with a fabric replacement from us on your Dometic awning. These typically don't have an issue with supplying them onto competitor awnings. Regardless, sometimes there could be potential things that could arise generally when mating two separately companies' items together. We want to help you and this afternoon a representative will be contacting you via phone to talk through this more. 

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a One Control Hotspot for my new Cherokee Alpha Wolf travel trailer. It is a device that helps provide wifi in your RV while camping.I purchased the device on June 30, 2023 and paid $465. It was delivered on July 7. According to the company's own return policy listed on their website, it clearly states.... "If you decide you don't want the item, you must notify us in writing within 10 days of receipt, arrange for return shipping within 30 days, and are responsible for a 20% restocking fee".I notified them via email on the 10th day, which customer service acknowledges having received the return request.I have decided not to keep the unit because it is far too costly to keep. Streaming 1 movie on a small TV costs approximately $75 for 2 hrs of usage!!! I spent over $250 purchasing data to watch less than 2 full movies during our camping trip. No warning on their product description page, no information, no pricing, no average use fees, nothing. To me, the item is faulty and doesn't work as intended and I decided to return it.After reiterating all this to their customer service team on the 10th day, they came back and said they won't accept the return because the item was used. THAT'S NOT WHAT THEIR RETURN POLICY STATES ONLINE!! It's written clear as crystal.I feel as though this company is scamming and defrauding people into purchasing items under false pretenses, not honoring their return policies, and stealing people's hard earned money.I followed all their rules, I did everything I was supposed to do as a consumer and now they won't hold true to their own written policies on their own website. I would like you to get involved to help stop this scammer behavior. I'd like to return the item purchased, pay the return shipping, pay the 20% restocking fee, and have the remaining balance of $372 returned to my debit card immediately, as their own website states. There is nothing written in policy saying an item can't be returned if used.

  Business Response

  Date: 07/27/2023

  Hello *******. Were very sorry that you were not happy with our product. When one of these items are purchased, the data plan options are shared before signing up for data plans and we have a data plan usage guideline on our website within the support documentation section. This may not have been understood before you purchased this. Aside from that we are willing to reimburse you for your remaining balance after the shipping charge and the restocking fee. We truly appreciate your business and patience in this matter and hope that you can look to us for any future camping needs. The next thing that well do, is the team on our side, will email you the details for the reimbursement, so please check your inbox for instructions on returning your product and then the information on the reimbursement. I hope that we can do business again someday together.
  -*****.

  Customer Answer

  Date: 07/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

   

  All I wanted was for you, Lippert, to stand by your own written return policy information. If you don't want to accept returns because an item is "used" then your policy should state so. It clearly does not. It says "if you decide you don't want it". 

   

  Also, most consumers, such as myself, don't meander through websites page after page searching every little line for little tidbits of information that should be up front and center on the product description page! Data plans are available, but a warning to consumers on the average data consumption of a typical ** or cell phone would be helpful. I would have never purchased this knowing the exorbitant costs associated with using it. I was aware of needing to purchase a data plan, I wasn't aware of, nor prepared to pay $75 for 2hrs of use on 1 **. Reality speaking, our 10 day road trip would have cost us nearly $1000 to use the ** for 1 or 2 hrs every night to watch a movie. You really need to do better. This felt like a complete bait and switch, especially after hearing that my return was rejected. Unbelievable.

  Please send me an email to ******************** with all instructions for return and I will have it shipped back as soon as I can. I do not have the original box, but all other components, screws, etc are ready to ship.

  Thank you for a prompt response to this matter.

  Also, needless to say, I'd also like to cancel my monthly data purchase of $47/month. Please cancel my subscription. Thank you again.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 month old camper, was parked wheels on solid relatively level ground, chocks under all jacks, went to prepare it to move. ******** self level, system went crazy pushed it way up in the air, then a Jack ******** Warranty replacement being denied due to random reasons that make no sense to me, but putting the blame on me doing something wrong. I did NOTHING but hit a self level button on a 6 month old camper.

  Business Response

  Date: 05/15/2023

  Good afternoon, ***********

  We'd love to look into this case more for you, but we'll need some additional information to be able to properly help you. Can you please provide us with your unit's make, model and floor plan, please provide pictures of all four sides of the trailer full view. Front to back and top to bottom. Also, were you setup at a seasonal campground, or was this just a weekend trip sort of trip that you were on? Once we have these items, we'll be able to investigate this further for you. 

  Customer Answer

  Date: 05/18/2023

   I am rejecting this response because:
  
  Hello, 
  
  The website is not letting me respond to BBB claim. Please help. 
  
  My camper was set at a seasonal site, its currently with ******* ***** for repair. I do not have the pictures desired. Its a 202 sandpiper 388BHRD.
  
  Here are pictures I had taken prior.
  

  
  

  
  Thank you! 
  

  Business Response

  Date: 05/18/2023

  Good afternoon, thanks for your response.

  Reviewing your email, we want to understand more on this issue you are having. I'm glad that it is in process of being repaired. If you don't mind, can you please pass along the ******* ***** facility information that your unit is being repaired at as I'd like to speak with them on this matter to help us understand more specifics of what could have caused this. 

  Customer Answer

  Date: 05/18/2023

   I am rejecting this response because:
  
  The ******* ***** is in ****************. 
  
  I am paying out of pocket to get it fixed, I just want reimbursement of the cost of repair.
  
  Thank you! 
  **********************;
  

  
  

  
  

  Business Response

  Date: 05/18/2023

  Thank you for the fast response. 

  We were able to get in touch with the dealership and we have a Lippert support tech that has made a connection with who will be performing the repair work. Once the repair is complete, then we'll know more after work validation testing to determine the next steps and we'll be back in touch. 

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  
  From: *********************** <*********************************> 
  Sent: Tuesday, May 23, 2023 2:53 PM
  To: Info@ mailbox <***********************************************>
  Subject: Re: Bbb claim 
  
  Good afternoon, 
  
  I just wanted to check in to see about the warranty claim. 
  
  I have paid for the fixes to be performed at ******* *****. I am just seeking some kind of reimbursement for lippert on those repairs. 
  
  At this point, I dont even care if its not 100% reimbursement, I just want some kind of reimbursement.
  
  Thank you! 
  **********************;
  

  
  

  
  

  Business Response

  Date: 05/24/2023

  Thank you, sir, for reaching back out.

  Could you please attach and send the invoice and repair order back to here for review? Looking for the documentation on what was performed at the dealer. 

   

  Thank you and have a great day. 

  Customer Answer

  Date: 05/31/2023

   I am rejecting this response because:
  
  Good evening, 
  
  See the bottom part of the email, between labor/part/shipping I paid ******* ***** $1,208.75 to repair the Jack. 
  
  Again sorry, I do not know how to respond to the claim itself online.
  

  
  

  
  

  Business Response

  Date: 05/31/2023

  Good afternoon, sir. **** issue is under review. However,until we receive additional information from the dealership on the needed repairs, we will not be able to offer assistance until such time. 

  Customer Answer

  Date: 06/08/2023

  Please reopen the claim. 
  
  I have paid for repairs to the company, lippert denied the warranty claim initially so I paid for repairs and bbb supposed to be helping with reimbursement. 
  
  I have heard from no one and out $1500+ still.
  Thank you! 
  **********;
  

  
  

  Business Response

  Date: 06/08/2023

  Good morning, *****. Thanks for reaching out. I just spoke with the dealership this morning. They have not yet performed any work on the unit's **** issue. Once they begin work, they will reach out to me for diagnostics on the issue. Then we'll be back in touch on your request. 

  Customer Answer

  Date: 06/15/2023

   I am rejecting this response because:
  
  From: *********************** <*********************************> 
  Sent: Thursday, June 15, 2023 12:35 PM
  To: ************************* <***********************************************************>
  Subject: Re: 20059725
  
  Hi ******, 
  
  I have already paid for the repair and they havent gotten in touch with me since the last response, which said they havent talked to the dealer yet. 
  
  I reject their response and request reimbursement of the $1,500 I paid . 
  
  Thank you
  **********************;
  

  
  

  
  

  Business Response

  Date: 06/15/2023

  Good Afternoon 
  
  I just spoke to the dealer who informed us that the ** has been sold back to the dealership and that the cost of repairs was deducted from from the price they paid for the **. 

  The dealership has not made the repairs and since they are now the owners of the ** the repairs are on their time table. In order to determine root cause of this concern, the jack *** will need to be replaced and the system tested.  Until such time, it's undetermined if manufacturing related. Lippert only supplies components, wiring and installation of the components is performed by the ** manufacture.  If the concern relates to installation, this would not be a matter that Lippert would be responsible for.
  
  It was also made mention that information was requested to file an insurance claim. Have you made an insurance claim on this repair in addition to requesting reimbursement from Lippert? 

  Customer Answer

  Date: 06/15/2023

   I am rejecting this response because:
  I was told prior to selling I would be invoiced for the repair and the work would be performed. I paid $1,500 to the dealer for the repair to performed. Because I owned the camper at the time and lippert denied coverage based on it being something I did, (which was nothing more than hitting the self level button), I am requesting the cost I incurred for this issue, I reject the response. 
  
  

  Customer Answer

  Date: 06/15/2023

  From: *********************** <*********************************> 
  Sent: Thursday, June 15, 2023 2:44 PM
  To: Info@ mailbox <***********************************************>
  Subject: ****** claim 
  
  Good afternoon, 
  
  I responded to the claim and hit reject. I owned the camper and paid for the repairs after lippert rejected my claim to cover the repair. I did not have any insurance claim put it on this issue. 
  
  This is why I am requesting reimbursement. Lippert denied for something that they claim was my fault due when all I did was hit a button. The ** manufacture denied coverage saying warranty on this issue falls on lippert the manufacturer of the Jack. 
  
  I just want the money back that I paid for the repair.
  
  Thank you! 
  **********************;
  

  
  

  Business Response

  Date: 06/15/2023

  Good Afternoon 
  
  Again in order to reevaluate the denial for possible coverage we need to determine if this is was related to anything other than an operational error. In order to determine root cause of this concern, the **** *** will need to be replaced and the system tested.  Until such time, it's undetermined if manufacturing related. Lippert only supplies components, wiring and installation of the components is performed by the ** manufacture.  If the concern relates to installation or operator error, this would not be a matter that Lippert would be responsible for.

  There will be no decision on if Lippert will cover the **** until the dealer replaces the **** and can test the system. We have requested that the dealer contact use when the unit has been repaired to test. 

  You had mentioned that you were preparing to hook the unit up to move locations and hit the auto level button when the **** extended fully and bent. If you were preparing to move the unit and raise the ****s the button that should have been pressed was the retract button per the instructions in the manual. 

   

  ***********************
  Consumer Affairs Specialist
  LIPPERT
  
  
  

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  I understand about waiting for dealer. I hit the auto level button with everything on the ground, I was not yet hooked up to anything or moved anything, I simply hit the auto level button. Had I retracted everything, it would have done nothing but pull all the jacks up, which was not my intention since we were not attached to a truck for movement.

  Business Response

  Date: 06/16/2023

  Good Morning 

  Here are the instructions for leveling the unit. If all the ****s were down and the unit level what were you trying to achieve by pressing the auto level button? 

  Auto Level Sequence Note: Prior to unhitching from the tow vehicle, make sure trailer is parked on a level surface and the tires are chocked. 1. After unhitching from tow vehicle, press AUTO LEVEL (Fig. 1F). Note: Pressing any button during an Auto Level sequence will abort the auto leveling cycle. Note: In order for the hitch recognition feature to function, the auto level sequence MUST be started with the front of the trailer above level. 2. Front landing gear will retract, lowering the front of the unit below level, stopping, then lifting the front end to level the unit front-to-back. 3. The left side leveling **** extends and raises the roadside of the unit. 4. The right side leveling **** extends and raises the curbside of the unit, beginning side-to-side leveling. 5. The front landing gear extend to complete the leveling cycle. 6. Additional left-to-right or front-to-back leveling may occur, if the controller deems necessary. Note: If the auto level sequence does not happen as stated above, check to ensure proper manual function in all zones.

  ***********************
  Consumer Affairs Specialist
  LIPPERT

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  The unit was not perfectly level, it was level-ish, it had settled and all I did was hit the self leveling button thats it. The system did not work as it should have, forest river has denied responsibility, lippert has denied responsibility. I as a consumer, should not have to worry or pay for something that malfunctioned on a very expensive camper that didnt work less than 6 months into its life. 
  

  I now have an invoice from ******* ***** showing what I paid, parts and labor. I also spoke to them and they said because the **** doesnt work, they cant and wont be able to ever diagnose this jack.

  Business Response

  Date: 06/16/2023

  Good afternoon. After reviewing this multiple times with the dealership service group and knowing that the buy-back has already happened and the cost deducted from that sale, without proper diagnostics performed and aforementioned items detailing improper usage, we will not be able to assist in this matter.

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  The dealer told me its impossible to do any diagnostic on this specific ***** I wasnt going to keep the camper for months and months because lippert has already denied and stopped responding to me prior this complaint with BBB. I spent the **** to CW for repair. I just want a refund of that repair.