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Going to Bat for You
Posted By Good Sam On August 20, 2012 @ 11:25 am In Action Line | 3 Comments
When Good Sam members come to Action Line with consumer issues, we step to the plate. Since 1981, Action Line has been bringing members and businesses together to resolve their disputes. The Good Sam Club hasthe clout to make things happen, whether it’s approved coverage, financial reimbursement or an apology. After you’ve exhausted all the normal channels for resolution, tell us about your complaint and send copies of therelated bill or correspondence. We’ll go to bat for you.
A Case of Mistaken Identity
I planned on an easy replacementto the pin box on my 2009 Arctic Fox fifth wheel by ordering a Mor/ryde rubber pin box. I retrieved my model number from the Lippert pin box and went to tweetys.com to place an order. I observed the recommendation to measure the pin box if the model number couldn’t be found, but I had located mine. I called Tweety’s and verified that I had the correct one based on the part number. I was pleased when it arrived the very next day, but when I attempted to install it, none of the holes would line up. I contacted Mor/ ryde, and they informed me that the Mor/ryde pin box was the correct model number, but the model number of the Lippert pin box was not. I contacted Tweety’s and spoke to Wes in customer service. Wes said Tweety’s wouldn’t pay for the shipping to exchange the pin box because I ordered the wrong one. Now I’m stuck with paying to return the pin box and having another one shipped to me. The additional shipping charges will be almost $250 to return the item and receive a replacement. I feel I shouldn’t have to pay for an error made by Lippert. — G.F. Bergen – Caldwell, Idaho
Action Line: After Action Line forwarded this information to Lippert Components, we received the following message from Good Sam member G.F.
I’ve been contacted by Michael Locke from Lippert. He informed me that the mismarking of the pin box model number was Lippert’s mistake, and they would cover the shipping (my fuel costs) to return the previous Mor/ryde pin box and have the correct pin box shipped to me. I’ll be sending him the fuel receipts (I returned the pin box myself) and the shipping charges from Tweety’s that were incurred to acquire the new pin box for my rig. The new, correct pin box is on its way to me from Georgia. I do appreciate your response and quick action.
Too Much Torquing
We purchased a new 2011 Keystone Cougar High Country travel trailer in April last year and in July had an axle recalled for being underweight. The axles were replaced in October. On our way to Yuma on November 13, just out of Burlington, Washington, our rear driver’s side wheel broke off from the rim. The next day we had our trailer taken to the Burlington Camping World. Keystone replaced the drum bearings and lug nuts. On November 23 we were on the road again and only made it to Tacoma before we lost a nut. We stopped at the Tacoma Camping World, and they replaced the nut and torqued the wheels. We then made it 30 miles to Olympia, and all the nuts had to be torqued again. We tightened the nuts every 25 to 40 miles and made it to Corning, California. After that, we did it every 100 miles all the way to Bakersfield and then once more between Bakersfield and Laughlin, Nevada. The service manager at the Burlington Camping World had opened a repair work sheet to replace all four drums. We went to Mohave RV in Fort Mohave, Arizona, on November 24 for the work. They replaced the drums, but Keystone wouldn’t replace our rims. The service technician said the ones on the trailer were badly damaged due to the nuts coming loose during our travel. The holes went from round in shape to oval. We put on steel rims rather than the aluminum rims that had originally been on the trailer. The service guy said steel rims should never come loose like aluminum ones. We paid $308 for new rims and were back on the road on December 23. All the way to Yuma we had to torque every 25 miles. We called the service in Mohave, and they’d never heard of so much torquing. Our complaint is not only for the inconvenience of such delays and the cost of hotels and RV parks but also for Keystone not replacing our rims and putting us in a potentially dangerous situation. This problem wasn’t caused by us but by the axles or the drums. The delays caused us hardship, and we didn’t feel safe towing our trailer. — Ed Beaulieu – Yuma, Arizona
Action Line : After contacting Keystone Owner Relations, Action Line heard from Robyne Hakes that Keystone was working directly with Good Sam member Ed Beaulieu to resolve the problem.
Keystone is assisting Mr. Beaulieu with a reimbursement. We are replacing these wheels with OEM originals and are addressing his wheel and lug nut repairs through a Keystone dealer. If you have a dispute… over an RV-related issue, contact Action Line by sending an email to email@example.com  or writing to Action Line, Highways, P.O. Box 90020, Bowling Green, Kentucky 42102- 9020. Send a brief letter of explanation and, if applicable, copies of receipts or other pertinent records. Good Sam members may also submit their disputes online on the Good Sam website.
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