I have never heard of this and this is my third trailer. I simply contact the dealer, who then set a date to bring the unit in. Once in they contacted the manufacturer of the problem unit (heater, water heater. refrig.etc let them know what they found and got authorization to repair along with ordering the necessary parts. Once the parts come in, or if they have them in stock they make the repairs.
We did fill out paperwork at the dealer that the dealer gave us to sign at the time of the sale. That paperwork was sent to Heartland to notify them of the sale.
If you do not want to work through the dealer which is what I did due to the distance I had to drive to get the trailer in, find a repair shop, get it authorized by contacted Heartland with the info and take it there. You will be required to pay and Heartland will reimburse you.