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Old 08-01-2015, 09:25 PM   #1
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RW stepped up for us on warranty issue

We were headed south in I-35 out of Oklahoma City, with our 2015 38GK with 8K axles, when we heard a noise. I took the next exit and after stopping, was not able to see any obvious reason for the noise. We continued on and I noticed the coach was not following the truck properly. Back end was turned to the left a little. Once in for service, it was determined that a bolt had broken and an axle had shifted. Pictures were submitted to Redwood and Lippert Components. Lippert denied warranty coverage saying our trailer was overloaded. We had the same items we had carried in our previous 30 foot, light weight fifth wheel. The only difference is that I added 70-75 gallons to our fresh water tank before we left.

I spoke with Lippert customer service, but was unable to change their decision.
I spoke with Redwood customer service rep. I got the impression that he did not believe what I was telling him.

My wife and I had met Jim Lazzarino, General Manager at Redwood, when we attended the Phoenix Good Sam Rally last March. Jim had given me his business card. I called Jim and explained what had happened to our trailer and asked if he would be able to help. After looking into the issue and speaking with Jim Izbicki, the Director of Customer Service, Jim Lazzarino called me back to tell me Redwood would cover the repairs under the warranty and that support of their customers was very important to them. A short time later, I spoke with Jim Izbicki and he told me the same thing.

I want to thank Jim Lazzarino and Jim Izbicki for their support with my Redwood. It is good to see that the customer is very important to them.
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Old 08-01-2015, 09:33 PM   #2
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Another example of

Lippert Denies (that sounds sooooo Lippert )
Redwood Denies

Jim has to be contacted direct to fix the issue!!

I'm curious what Lippert used as the basis for determining you were overweight? I can't even get close to 6,400 lbs on my 8,000 lb axles even with full water!

I know you folks are happy it's fixed and feel well served by Redwood, but why does it have to go to the top to get a fix? (general frustration question). A lot of folks out there would not have the boldness to do that.
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Old 08-01-2015, 09:34 PM   #3
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GOOD LORD it's good to see this!! Thank you for sharing.
SHAME ON LIPPERT!!!! I am seeing a VERY ugly trend with them, and it needs to be stopped.

That's great news, GOOD JOB Redwood!
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Old 08-01-2015, 09:35 PM   #4
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I agree with Brad, what method did they use to determine you were overweight???!!
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Old 08-01-2015, 09:44 PM   #5
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Quote:
Originally Posted by RomanyLife View Post
I agree with Brad, what method did they use to determine you were overweight???!!
They looked at pictures of the suspension damage is what I was told.
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Old 08-01-2015, 10:02 PM   #6
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Thank you for sharing, Terry and Nina. So glad you got it fixed and all is right (and safe)!

Could I ask for a clarification please? Did the Redwood customer service rep actually deny your claim? You said that he didn't seem to believe you (and then you called Jim Lazzarino). Just wondering what would have happened if you
hadn't made the call.

And when you had it in for service, did anyone weigh your rig?
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Old 08-01-2015, 10:12 PM   #7
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So this means anyone who wants warranty coverage from Redwood must go the the GM to get it fixed? It's great it's fixed but needing to go to the top on every issue is not good customer service. Not everyone has his business card in their wallet. This is wrong in so many ways!
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Old 08-01-2015, 10:45 PM   #8
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Quote:
Originally Posted by Terry and Nina View Post
They looked at pictures of the suspension damage is what I was told.
Did it happen to be Brad Smith with Lippert?
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Old 08-01-2015, 11:06 PM   #9
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Quote:
Originally Posted by Piper Guy's Gal View Post
Thank you for sharing, Terry and Nina. So glad you got it fixed and all is right (and safe)!

Could I ask for a clarification please? Did the Redwood customer service rep actually deny your claim? You said that he didn't seem to believe you (and then you called Jim Lazzarino). Just wondering what would have happened if you
hadn't made the call.

And when you had it in for service, did anyone weigh your rig?
He never said the words, "We deny your claim" He said "Lippert denied your claim" and would not offer any solutions to getting the repair done under warranty. The tone of his voice is what gave me the impression he did not believe the trailer was not overloaded. If I hadn't made the call to Jim, I believe I would have had to pay for the repairs. No, the trailer was not weighed when I took it in for service.
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Old 08-01-2015, 11:09 PM   #10
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Quote:
Originally Posted by atom ant View Post
Did it happen to be Brad Smith with Lippert?
I do know know who originally looked at the pictures. It was not Brad Smith that I spoke with.
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