Purchased my Lance Travel Trailer from Richardson's off Indiana. My review is for the following:
Sales: My experience dealing with "Mike Sutterman" is very similar to that of a used car salesman. Mike would call/text daily trying to work out the deal but once the contract was signed and he got my deposit, he would not return any of my calls. Sales I would give two stars!
Finance: Tami in finance was AMAZING! While we waited for the trailer to be delivered Tami would check rates for us to see if there was any movement lower. Because of her efforts, she did get us a lower rate the day before we came to pick up the trailer. Additionally, Tami found out we had purchased an extended warranty on our prior trailer that we just sold so she took the extra effort to get us a prorated refund for the remaining couple of years left on the extended warranty! THANK YOU Tami for providing great customer service. For our financing experience, I give five stars!
Service and Pickup of Trailer: This is where Richardson's (off Myers) is absolutely HORRIBLE! The gentleman (I think his name was Ken) was not familiar with the travel trailer at all. But worst of all, the weight distribution assembly Richardson's sold me was way under weight for the trailer. When I got home I noticed the brackets attached to the tongue frame where the bars rest would slide forward and back on the tongue. I immediately called Richardson's service but could not get anyone to call me back. I finally had to reach out to Tami in finance and she had to contact the service folks (again, thank you Tami for great customer service). Bottom line, they sold me a distribution assembly rated for a trailer 400 - 600 lbs tongue weight!!! Obviously no one at the Riverside lot did any type of research and why they felt this was sufficient for my trailer is beyond me (other than just laziness and not caring for the customer's safety). After numerous phone calls and even being told these distribution bars are supposed to be removed when backing up (which is BS) I wound up having to take my trailer to the Menifee location twice. The first time all they did was readjust the brackets and tightened them. The second time I actually found a tech who seemed to care about my situation. "Mike" at the Menifee location took the time to weight the tongue and to no one's surprise, it showed a weight of over 650lbs!!!
Mike replaced the distribution bars with a higher rating of 600 to 800 lbs assembly and for now, it seems to have resolved the issue of the brackets moving. Oh and I should also add, the sales manager (Mike Sutterman) promised an "Equalizer" weight distribution but when I picked up the trailer I was given a "Husky Centerline" distribution system. So for our experience picking up the trailer and getting my distribution bars issue resolved, I would give them zero stars.
So my overall experience would be a two stars. If it wasn't for Tami, who understands what the meaning of great customer service, I would probably give my entire experience a one star. If you buy from this dealer, just be sure and do your homework if you are buying a trailer since their service dept. will try and cut corners and sell you cheap distribution bars - and will do a horrible job installing them. read more