ComplaintsforLance Camper Manufacturing Corporation

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased 11/16/2022 Purchased with 1 year warranty. Brought in for service 10/19/2023 for problem with the refrigerator.The freezer doors leaks air causing wet spots inside the freezer. There is water dripping inside the freezer. Photos have been provided to the Authorized Lance *************** The service center confirms the problem but can not get authorized by Lance to make the repair. I have contacted Lance customer service multiple times over the past almost 8 weeks our camper has been at the service center located in *************, ******* Lance Model **** #****** The refrigerator is a Norcold Model N7X. I have contacted Norcold/******** customer service.The Authorized ********************** service provider has contacted Norcold/********. Norcold/******** denies warranty service and Lance does not respond.I did not purchase from Norcold/********, I purchased a Lance from a Lance Dealer. I am looking to have the refrigerator/freezer in proper working order, free of defects.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Lance trailer in March 2023. The slide out broke and Lance claims it was overloaded. When the slide was removed I saw that there were only two rollers installed to carry the weight of the slide overhang when retracted. The installation manual specified four rollers. *******, the manufacturer rates the load capacity of the slide at 750 pounds with four rollers on the inside. That is for the weight of the ********** in total. With only two rollers I estimate capacity to half that or less. Lance did not install the slide out to manufactures specs and will not make it right.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a new Lance **** travel trailer in August 2022. This spring the black water gate valve started leaking. I took the trailer in to the dealer in May 2023. They ordered a replacement valve from Lance on June 1 (trailer is still under warranty). This leak makes a mess when you go to dump the ** tanks and I need to get it fixed. I called the dealer several times since June 1 and they said they have no idea when the part will come in. So I went to Lance customer service directly. I have emailed them twice, and called them 3 times in the last 2 weeks. Calls go directly to voice mail. I have received no replies from Lance, either from email or phone calls. This is horrible customer service, but I see that it is a common complaint.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought my Lance **** in August 2020- reported warranty claim with my slide out one year later, used Lance's ONLY authorized dealer within 400 miles of home, they had my camper from October 2021 until February of 2022 to make the needed repairs, and here I sit filing this complaint because the same slide out issue has stranded me again one year later. Lance says they won't cover the repairs again, it's my problem now!! How does this make any sense? *************************- anyone...please help. This is our second time using it since was it repaired and we don't trust it any longer.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Lance Camper model **** was shipped to me, and sold without disclosing that it is missing most of the shades and blinds. I have been trying to resolve that since delivery in February. The unit also quickly developed a safety issue, with the plastic underbelly pans sagging onto the axles and pinching a propane line. Furthermore, the unit slide out has failed, which put the unit out of service in July of 2022. Since then I have exhausted an incredible amount of time trying to get Lance, their dealer *****************, and even the parts manufacturer ******* Lci, to honor their contractual obligations to provide a) the full unit I purchased including all the missing parts and b) the warranty advertised. I have hauled the unit around town, made dozens of calls to all of them. I have emailed, called, and created support tickets. I paid for Lance's "priority support" and was ignored. I've messaged Lance officers including the general manager of Lance on LinkedIn. I've gotten nowhere. I believe they are in breach of contract on the warranty issue, let alone the missing parts.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2022 ***** 2075 Recreational vehicle. Serial # *****************. On Sept. 11th 2021 the RV was purchased new from Voyager RV in Colona B.C. There are many issues concerning the quality of the product. It was advertised as a high quality RV trailer but it has had a miriad of problems from the day we bought it. The attached letter (now redacted) was sent to ***** on 7th June 2022. There has been no reply from *****. We paid close to $80,000 for the trailer and due to ongoing problems have rarely used it. We took it to the local ***** recommended RV repair shop but they were not able to facilitate repairs.

  Business response

  08/17/2022

  Business Response /* (1000, 8, 2022/08/05) */ Last communication that I see with the customer was back in Feb. 22 I have not seen this letter that the customer has sent in. I will contact the customer to get the issue corrected asap. Customer can contact customer service anytime for assistance. Consumer Response /* (2000, 10, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Lance travel trailer from**************** in *************** 2 years ago. Shortly after we purchased the trailer our slide-out stopped working completely, causing damage to the exterior shell of the trailer. We took the trailer in for repairs and they didn't get it back to us till almost 8 months later. By this time the manufacture warranty has expired. 4 months after getting the trailer back the same problem happened again. The trailer has been in the shop for repairs since. Since we've owned the trailer it has been in the repair shop longer than we have had possession of it. When I spoke with the dealership they informed me that they could not take the 2 year old trailer in for trade because of the issue. So we're stuck with a trailer and a trailer payment however we don't have a trailer we can use or trust. I'm a disabled combat veteran and this whole issue has caused a ton of stress in my life and family. We enjoy traveling and I find the outdoors therapeutic. We just want a trailer we can trust and use for years to come. Please help.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/12) */ Customer purchased trailer 05/27/2020 slide mech. Failed 03/2021 Lance approved the Dealer to perform the repair under warranty. The dealer repaired the trailer. The exterior sidewall developed a crack and the slide room was not working trailer was dropped off at the dealership 04/19/2022 the dealer needed to sublet the repair out to a fiberglass repair company and repaired a wire to the slideroom. This repair was also covered under the Lance warranty. Customer was called Last Friday that the trailer repair was completed and ready for pick up. I spoke with ***** (owner) at the dealer about **************** not taking the trailer in on trade because of the slide room issue. She told me that is not the reason she would not take the trailer in on a trade the issue is the trailer has been heavily used. ***** would be willing to work with ******** on trading in the trailer with *******.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ************ I received a survey from ***** after the purchase of my **** ***** Truck Camper. I told the story of my purchase. I live in small town right outside Sierra Vista. I liked the camper when I first saw it said I would purchase it after the walk through. The finance manager sat me down and acclaimed the Tucson Toms camperland would do services. This is before we signed. He was very professional. We realized latter they have no mechanics capable of servicing the ****. Day one after we purchased the camper we had a problem with the heater not working and we were told it was a manufacture problem with heaters and found it did not work. We had to take it back to dealer for part that is normally defective in ****'s. Then in the camper on a night with light breeze, the camper topper fell off on one corner and ripped on the other side. I bought the camper in October 2021 and took it straight back to dealer again. For two weeks I was told by mechanic supervisor he forgot about the topper. The supervisor, at Mesa Tom's camper land then said it on back order and it should be received in nine weeks. Then, it's December and no call on a topper. To say I'm dissatisfied would be an understatement. I planed a trip to California for December to celebrate a special anniversary trip with my wife at the Ocean. I was hoping nothing else would go wrong with the camper. While away at camp in California the disconnect switch stop working. I was later told that this type switch is frequently defective and I'd have to have it replaced. It happened again after we returned home and it is replaced twice now. There was also confusion replacing the topper. After sending picture and emailing description to the customer service representative at ***** inc. I still received the wrong color and wrong side topper mailed to me. This has not yet been finished ***** violated warranty bad business

  Business response

  06/23/2022

  Consumer Response /* (-5, 8, 2022/05/19) */ I need help still not being helped ***** the part was delivered but was not. Sent from my iPhone

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a new Lance 1172 camper in November 2019, because it was winter and the rainy season we did not use the camper through the winter as it was stored under our RV carport. In the spring of 2020 Covid shut everything down, we didn't take the camper until May 2021 and the refrigerator failed, Lance told us the camper was out of its one year warranty and would cover any repair costs even though the camper hadn't been used. In September 2021 the air conditioner quit working and was told the same. Now the skylights in the roof are cracking and leaking water. I called to to see if they would give me the part number and or manufacturer name and they refused. They only provide part number information to their camper dealers.

  Business response

  05/09/2022

  Business Response /* (1000, 6, 2022/03/23) */ All appliances used on a ***** camper are warrantied by authorized service centers for the original appliance. There are close to **** locations nationwide to service the refrigerator or air conditioner. The service does not have to be done by an authorized ***** dealer. As for supplier part numbers it is best to contact your local ***** dealer to have them provide you the information in regards to the skylights. Consumer Response /* (****, 8, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) In 2019 ***** was manufacturing campers with over-sized screws on the skylights and over-tightening them during installation as well. This caused cracking around the screw holes that spread over time and caused water leaks between the inner/outer halves of the skylight. We were not aware of the cracking/leaking issue until our camper sat on the dealer service lot for two months waiting on a faulty air conditioner replacement. This is not a appliance or product issue and many owners of ***** campers have experienced this. Our camper in particular is stored under shelter and out of the weather when not in use which up to this point has been nearly all of the time since we purchased it in November 2019. We would request that ***** reimburse us for the cost of having the skylights replaced because of improper installation during the manufacturing process. Business Response /* (4000, 10, 2022/04/20) */ The warranty period for this type of repair or replacement is 12 months as stated in your complaint and per limited warranty terms. ***** looks into every claim case by case which was done on your previous claim as we extended the 1 year warranty on that claim. Given the length of time we respectfully decline participation for these skylights. Consumer Response /* (4200, 12, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that both skylights failed was not of a manufacturer defect it was because they were improperly installed during the camper manufacturing process at *****. I was never extended any warranty on any prior claims, the refrigerator failed at 18 months called ***** and Norcold and my request for warranty assistance was denied because it was beyond the 12 month period even though the camper had only been used twice because of the Covid pandemic. We had to replace the cooling unit in the refrigerator at our own cost.The air conditioner failed in September 2021 and it was cover under warranty only because I reached out to Dometic and was informed that the A/C unit is covered for two years by Dometic. My request for reimbursement still stands.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 17,2021 while towing my ***** trailer to El Capitan SB, (100 miles from home) the RV fresh water tank fell out from the bottom of the trailer at 55 mph. Fortunately no one was hurt, just major damage to the water tank. Pulled to the side of the freeway to inspect damages. Discovered one of the two water tank supporting brackets broke, allowing the tank to fall and drag on the Hwy. called ***** for suggestions, but got voicemails only. The tank hoses kept the tank with the trailer, otherwise could have been a disastrous outcome. I tied the tank up under the trailer and drove back home. Three days later after sending emails and voicemails I spoke with the National Service Mgr **** ********* We exchanged trailer info (vin#, etc.) I was informed, because unit is 6yrs it's out of warranty. I agreed, if it was electronic or appliance related failure, so be it, but a structural issue (broken support bracket) I would think they would reconsider. I even agreed, if bolts came loose I would understand rejecting a claim. No one should ever expect a water tank to drop from the bottom of their trailer. I have a paper trail of emails asking for some compensation from *****, asking ***** if they would at least split the cost - would be fair. ***** answer: out of warranty. What I'm asking: repair the trailer ASAP, split the cost of parts and labor. Wanting them to do the repairs (not the dealer), so they can see the structural failure to prevent future liability issues.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/07) */ Mr. ********** has had multiple contacts with Lance and he was offered a good will discount on parts and that offer is still available to him. We have seen a case like this in the past and found that the customer was not filling the fresh water holding tank as outlined in the Lance owners manual. We would be happy to perform the repairs here T the Lance Factory for Mr. ********** he would have to schedule an appointment with the service department and we would have to special order the parts. The service department can be reached at (XXX)XXX-XXXX. Consumer Response /* (2000, 7, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The cost of the parts to repair the travel trailer I have accepted. I've asked Lance to inform me when the parts are ready and I will pick them up "Willcall". Lance repair facility is booked until April 2022, so I've agreed to have the repairs performed locally. Thank You & Lance for assistance with this matter ******.

*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. ↩