Cracked frame Heartland/Lippert - Warranty but no help!
Hey folks.. asking for some advice and direction. We bought a Heartland Sundance 24bh brand new in March 2019. We have had a number of issues with it since we bought. All of which we have taken care of on our own. Mainly because we were travelling at the time and it would take to long to involve warranty.
The most recent issue is fairly major and Heartland is choosing not to help.
In July we drove on a 4000km, 2400mi road trip around northern Ontario. I am fairly attentive to wheels bearing and suspension issues checking things over on most stops and breaks. On our second last day I noticed some sever wear on the inner edge of the rear drivers side tire. I looked it over and my initial thought was bearing despite having been professionally repacked earlier in the summer.
When we got home I figured out what the real issue was. The frame is cracked above the rear spring shackle. I assume this is causing a change in alignment and causing the tire to wear.
I brought it the 40km up the road nice and slow and dropped it off at our trailer dealer. Initially I was told it's out of warranty but I pointed out the 3 year structural warranty. The service manager came out and looked at it and agreed it should be under warranty. He agreed to contact Heartland and get things started despite the fact they don't do welding at the shop. During further inspection he also notice the frame on the opposite side is also cracked!
Awhile later I got a call from Heartland asking if I could bring the trailer to the USA for repair. I kinda laughed and explained how this was not an option for a few major reasons. First Covid means I am not allowed to cross the border and second the trailer is in no condition to be towed. I tried asking questions about what would happen, concerns about how major this is and the fact it was wrecking our family holidays. They had no info but agreed to dig into it and call me back.
I informed our dealer about the call and he informed me that the repair is outside of the scope of what they are able to repair even bringing in a welder and that he has pushed back on Heartland saying he refuses to accept any liability from the repair. He has not said it but seems to be inferring this is beyond welding on a patch.
So another call from Heartland yesterday and they advise me I need to find my own company to repair it and have them contact Lippert for instructions on how to. I pushed back on them telling him that I should not be responsible to find ways to farm out there repairs for them. Heartlands solution? He sent me an email with 3 other trailer dealers in the area and lipperts phone number. I suggested that if they really want to see the trailer it would not be overly expensive to have it flatbedded down to Indiana. Based on the number of trucks I see coming up here with new trailers I would assume they are running back empty. No dice. Charlie says talk to Lippert. So Heartland is refusing to help at this point and when I tell Heartland this I get "Well I sent you an email..."
So we are camping this week. Sleeping in a tent instead of our brand new trailer. So calling anyone is tough with very limited signal on the park. Tomorrow we are heading home and I need to call everyone involved to try and find an action plan....
Lippert is aware of the issue. In fact they have a white paper on how to repair it. My dealer is of the mind that the shackles used were to small and putting to much stress on the frame. I understand the position he is in but as the end customer I feel very stuck right now.
In reading around it seems Lippert usually sends out there own welders flying them to sites to make the repairs when this comes up.
I am at a bit of a loss as to how and who to push to fix this.... For info sake we are in Canada on the east side of the GTA and the dealer is in Peterborough.
Your thoughts as appreciated!
Crack I noticed -
Note the rust on the 18 month old frame. I am told its normal..
Crack the dealer noticed -
I wire brushed and painted this side of the frame earlier in on the trip...
The most recent issue is fairly major and Heartland is choosing not to help.
In July we drove on a 4000km, 2400mi road trip around northern Ontario. I am fairly attentive to wheels bearing and suspension issues checking things over on most stops and breaks. On our second last day I noticed some sever wear on the inner edge of the rear drivers side tire. I looked it over and my initial thought was bearing despite having been professionally repacked earlier in the summer.
When we got home I figured out what the real issue was. The frame is cracked above the rear spring shackle. I assume this is causing a change in alignment and causing the tire to wear.
I brought it the 40km up the road nice and slow and dropped it off at our trailer dealer. Initially I was told it's out of warranty but I pointed out the 3 year structural warranty. The service manager came out and looked at it and agreed it should be under warranty. He agreed to contact Heartland and get things started despite the fact they don't do welding at the shop. During further inspection he also notice the frame on the opposite side is also cracked!
Awhile later I got a call from Heartland asking if I could bring the trailer to the USA for repair. I kinda laughed and explained how this was not an option for a few major reasons. First Covid means I am not allowed to cross the border and second the trailer is in no condition to be towed. I tried asking questions about what would happen, concerns about how major this is and the fact it was wrecking our family holidays. They had no info but agreed to dig into it and call me back.
I informed our dealer about the call and he informed me that the repair is outside of the scope of what they are able to repair even bringing in a welder and that he has pushed back on Heartland saying he refuses to accept any liability from the repair. He has not said it but seems to be inferring this is beyond welding on a patch.
So another call from Heartland yesterday and they advise me I need to find my own company to repair it and have them contact Lippert for instructions on how to. I pushed back on them telling him that I should not be responsible to find ways to farm out there repairs for them. Heartlands solution? He sent me an email with 3 other trailer dealers in the area and lipperts phone number. I suggested that if they really want to see the trailer it would not be overly expensive to have it flatbedded down to Indiana. Based on the number of trucks I see coming up here with new trailers I would assume they are running back empty. No dice. Charlie says talk to Lippert. So Heartland is refusing to help at this point and when I tell Heartland this I get "Well I sent you an email..."
So we are camping this week. Sleeping in a tent instead of our brand new trailer. So calling anyone is tough with very limited signal on the park. Tomorrow we are heading home and I need to call everyone involved to try and find an action plan....
Lippert is aware of the issue. In fact they have a white paper on how to repair it. My dealer is of the mind that the shackles used were to small and putting to much stress on the frame. I understand the position he is in but as the end customer I feel very stuck right now.
In reading around it seems Lippert usually sends out there own welders flying them to sites to make the repairs when this comes up.
I am at a bit of a loss as to how and who to push to fix this.... For info sake we are in Canada on the east side of the GTA and the dealer is in Peterborough.
Your thoughts as appreciated!
Crack I noticed -
Note the rust on the 18 month old frame. I am told its normal..
Crack the dealer noticed -
I wire brushed and painted this side of the frame earlier in on the trip...
