FAQ

I have a service issue with my trailer. What should I do?

Will you be returning to Layzee Acres or within our Mobile operating distance?

1. We need to determine which department is right for you: are you set up on blocks in a campground? You will need the Mobile Department at ext. 161 or submit a Mobile Service Request. Or, if your trailer is transportable; you will need the Service Department at ext. 703 or submit a Service Request.
   If you are not able to return to Layzee Acres, or you are outside of our Mobile operating distance, you will need to contact your manufacturer directly to find manufacturer approved dealers/technicians in your area who are able to assist with the warranty/service work. Please review the Manufacturer Warranty/Service Contact page. Manufacturer Contact Page
2. Make sure you have your trailer information and the name that is located on the Bill of Sale so that our Service Department can find your file information. Please have the name, last 4 or 8 of the VIN, and model of your trailer if you email in, or when sending requests.
3. Once the correct department receives your request, you will receive an email if any additional information is required, or to outline what the next steps are and follow up accordingly.

Please note when it comes to appliances, an initial assessment appointment may be required before proceeding with any warranty requests.

CUSTOMER INFORMATION REQUIRED

(Please ensure you are providing as many photos and as much information as possible. Full photos of the concern, as well as the defect are always required. You will see the additional information required outlined below)

Service requests related to:
Trim: Pictures of the defect/problem, measurements of length and width of the trim.
Wheels: Pictures of the defect/problem, picture of the tire information (DOT, LOAD RANGE, BRAND, SIZE).
Windows: measurements, pictures, and pictures of the etchings.
Lights: Pictures, if round in shape then measurements of the diameter.
Furniture: Pictures of defect/problem, further back view picture, picture of the data tag found on the furniture piece.
Cabinets: Pictures of where the cabinet is located, photo of the defect, measurements.
Blinds: Pictures of data tags, measurements, and pictures of the full blind.
Awning: Pictures of the defect, data tag on the awning fabric, data tag on awning tube.
Metal Damage / Fender Skirt: Pictures of the damage, measurements of the metal that needs to be replaced, colour of the metal.
Appliances (TV, Microwave, Radios, Speakers: Pictures or video of the defect, picture of the data tag, full photo front and back of the appliance.
Fridge: Pictures of the defect, measurements, and data tag (located on the inside of the fridge door).
CO2 Detectors: Pictures of the front and back of the detector, along with the sequence of flashing (sequence given indicates the reason for failure)
Decals: Full picture of the decal, photo of the defect, full photo of the side of trailer the decal is on.

I am experiencing issues with my trailer but I think I just need some more information or troubleshooting from a technician. What can I do?

• You are welcome to call ext. 703 or submit a Service Request with your request(s) and we will fill out a Tech Contact Form. Our tech foreman can call or email to help troubleshoot issues. He can help determine if an appointment is necessary or help customers who are unsure on how to work an appliance properly. This option is particularly helpful for customers who are not close to our service department in Sebright, Ontario.

I am not sure if I am still within my warranty period. How can I find out?

• • You are welcome to call ext. 703 or submit a Service Request and provide the following information: Name found on the Bill of Sale, VIN, and Model of the trailer. With this information, our service advisors will be able to see if you are still in your manufacturer warranty, extended warranty, or 30-day pre-owned trailer warranty with the dealership

I am waiting to receive my new trailer and schedule a walk-through. Who do I contact?

• Please contact our PDI department at ext. 153 or email pdi@layzeeacres.com to schedule your orientation or to find out more information regarding your trailer.

I need some parts for my trailer. Who do I contact?

1. 1. First you will need to determine if the parts are related to warranty or if they are customer-pay items.

a. If items are warranty related, please contact the service department at ext. 703, or fill out our Service Request.

b. If the parts are customer-pay related items, you will need to know if they are manufacturer-specific parts or after-market parts. Customer pay items could include the following: parts needed to repair damage, non-warrantable items, units out of warranty, or after-market parts.

i. After-market parts are from local suppliers and are typically less expensive than ordering from manufacturers. The following is a list of common after-market parts: solar panels, jacks, hitches, sewer/water hose, awning, slide toppers, and fittings..

• Please contact ext. 154 or email rhewton@layzeeacres.com

ii. Manufacturer-specific parts come from the manufacturer of the trailer. These parts typically cost more because freight and brokerage are added to the cost of the part. The following is a list of common manufacturer specific parts: flooring, seam tape, trim, some appliances, and decals..

• Please contact ext. 703 or submit a Service Request.

I have to come in for a service appointment but I live far away from Sebright, Ontario. What are my options?

• Book a campground stay at our park. A night stay hooked up to water and power is $55 + tax. Contact our campground to see if a stay is available: ext. 162 or rprince@layzeeacres.com.
• Drop off appointments are available for the weekend. We often have customers drop off on a weekend and then pick up the next weekend.
• Waiting appointments are also available for customers looking to make one trip. The customers wait while the work is being completed and take their trailer home the same day.

We didn’t purchase our trailer from Layzee Acres directly. Can we still receive service?

• At this time, we are only servicing customers who purchased from us directly.
• We may not be able to service your trailer, but you are welcome to purchase after-market parts from our parts department. Please contact Russ at ext. 154 or rhewton@layzeeacres.com.