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We thought we would start out by posting a press release from Lippert:

Lippert Components Inc., a subsidiary of Drew Industries Inc., announced today (July 18) the opening of its new, state-of-the-art customer service center.

According to a news release, the new service center at Lippert’s headquarters in Goshen, Ind., will also have the capability to sell and install aftermarket products such as windows, doors, suspension and Trailair products, and the Level Up towable RV leveling system.

The new service center has five service bays and is staffed by 40 highly trained repair personnel and service technicians, who can both install and answer technical questions on a wide array of RV products sold by Lippert Components and its sister company, Kinro, Inc.

“Our new service center is also fully equipped with customer-friendly conveniences, such as Internet access, TV, and kitchen facilities, to help ensure that our customers are comfortable and productive while we are providing service or installing new features for their RVs,” said Andrew VanSchoick, Lippert’s director of customer service.

“Andrew and his entire team have consistently done an outstanding job of meeting the service needs of retail customers, the RV dealer network and RV manufacturers,” said Jason Lippert, CEO of Lippert Components and Kinro. “Our new service center, located in the heart of ‘RV country,’ will enable us to provide these services even more efficiently, and install new aftermarket features, in one convenient location. Outstanding customer service has always been key to the success of Lippert Components and Kinro, and once again we believe we have raised the bar for superior service. We are all very excited to significantly expand our capabilities to serve the RV industry.”


And now, our experience with Lippert:

July 5, 2011


Mr. Jason Lippert
Lippert Components, Inc.
2703 College Avenue
Goshen, IN 46526

Dear Mr. Lippert,

It is with regret that I am writing this letter to you, but felt that we, as a customer of yours, have not been treated fairly.

We were very interested in having the Level Up system installed on our Big Sky and while chatting with Bob Martin over at Keystone, I asked him for a favor: that was to call you on June 2nd to request a rally price and a scheduling change so that we could have the system installed before we left Goshen. We were delighted when, according to a 3-way conference call with you, Bob Martin and Aram Koltookian, we were scheduled for the 29th of June at a price of $3,600 plus tax, to include all components and a remote control.

I followed up with Kelly Telschow who provided me with a purchase order confirmation number of 299221. I confirmed with her that the price quoted was all-inclusive and she agreed.

We arrived at the Century Drive installation facility shortly after eight in the morning on the 29th of June. We returned around 4:00 in the afternoon, but with problematic delays including a prior customer’s concern at losing his 12 volt system, and a defective hydraulic pump that when changed caused fluid to leak into our front compartment which we were expected to clean with a suggested solution of half vinegar and half water, we left the facility shortly after nine at night.

Upon arrival at Keystone’s Service Center, we spent an aggravating 30 minutes trying to determine why the slides wouldn’t open. We finally figured out that the slide switch had been wired in reverse in the course of the day’s events and I removed the panel and turned the switch around.

While I know that the predominant goal of the evening was to get us on our way due to the lateness of the day, some items that were not completed should have been noted and completed at a later date: the welds were not painted; some body panels were not properly re-secured; the belly pan, where it had been cut, was not repaired properly causing it to hang down; and we have many greasy fingerprints on the interior and exterior of our basement and front compartment areas. It should be stressed that Keystone, aware of the belly pan problem, insisted on repairing it properly even though I told them that it was not their responsibility. I also pointed out to Bob the grease on our carpets. He told me that he would speak with Pam about that in the morning, Wednesday the 30th.

Since a remote had been mentioned to us when we spoke with Aram, I asked Bob if our current remote would work with the new system. He told me that it wouldn’t and that we would be provided with a new one.

The following afternoon I had not heard from Pam or Bob so I called customer service who emailed both. Bob stopped over at our site at Keystone’s Service Center and told me that Pam had asked that we arrange for our carpets to be cleaned and that Pam would see that we were to be reimbursed. He also told me that the remote receiver was being over-nighted from Chicago and that if it didn’t arrive in time for a Friday installation, would we be available on Tuesday following the 4th of July Holiday. We confirmed that we would be available on Tuesday.

Tuesday, July 5th, Bob called me to tell me that if I would pay for the carpet cleaning, Pam agreed to have the receiver installed at no cost. I felt that something went very wrong at this point and explained that I believed that the remote receiver was part of the original purchase cost.

Later in the afternoon, Bob called to tell me that he spoke with you and that you have no recollection of the initial conference call and that I should speak with Aram. Upon disconnecting, I spoke to my wife and she suggested that we just go back to the morning’s deal – we’d pay for the carpet cleaning in exchange for the remote receiver and take our losses; we don’t feel it is proper to involve anyone at Keystone in a dispute with Lippert. I called Bob to tell him that we would pay for the carpet cleaning and I was told that that deal was no longer available. To say we were flabbergasted is an understatement.

We have already spoken with another Montana Owner’s Club member who was here at Keystone for service. After chatting about it for a while, including that we weren’t happy with the mess involved with the installation, the Hubbards told us that they would be purchasing the Level Up system a few weeks after the holidays.

We will be submitting a receipt for carpet cleaning and the purchase of three new stair step rugs to Pam. We purchased the stair rugs because the previous ones had grease on them and with not being able to have our carpets cleaned until July 8th and having a sixteen year old Lab that cannot get up our stairs without them, we did not want to continue to track grease into our rig. While it may seem inconsequential that we delay our plans because we need to have our carpets cleaned, we weren’t thrilled to stay here in Goshen when we could be elsewhere with friends and family.

Should you wish to speak with us about our experiences, we would be happy to meet with you.

Sincerely,


Michael R. Taylor
775/813-1766


And, the rest of the story...

I called Lippert for a remote/receiver and was told I would be called back...No response after a week.

I emailed the engineer of the Level Up System asking for the part numbers so I could order them and get what I thought I was promised...No response!

There is more to this story that just isn't worth writing about, so, the moral of the story is...GET IT IN WRITING when dealing with Lippert.

I only post this message because I don't want others to be told "We are a billion dollar company" and find out that what you purchased isn't what you thought you were getting...