ComplaintsforNorcold, Inc.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new Norcold 2010 rv refridgerator form United RV on May 17, 2023. We received the refridgerator, installed it in the rv and the unit will not get cold. We contacted Norcold. They advised us to take the unit to a service center, but said they would only cover the cost of replacement parts, but not labor. This is a brand new refridgerator, never used, and does not work. This is a faulty product that the company should replace, at no cost to us.

  Business response

  06/06/2023

  Hello, 

  Do you have the refrigerator serial number so I can look up the notes in our system?  The serial number can be found on the inside right hand side of the refrigerator and begins with NR.  Our warranty covers parts and labor when the RV is taken to and diagnosed by an authorized service center.  The service center would contact us and we would troubleshoot with them.  Warranty does not cover mobile service calls for someone to come out to you.  Once I have the serial number I can check to see if there are any documented notes in our system detailing your case.

  Thank you, 

  **** **********

  Training and Technical Specialist

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes my name is ****** ****** back on August 31, 2022 I was in contact with ***** ******* from Norcold I was on a camping trip and opened up my refrigerator door and the plastic frame on the bottom of the door broke and a refrigerator door come crashing down crushed the dogs bowl and landed on my foot the dogs bowl took most of the hit thank god but I was in a lot of pain for about a week when I came home I called them and talked to ***** ******* and she was very nice she did some research and she talked to management and they got back to me on 9/13 /22 and said management agreed that they would replace the door for me even though it was out of warranty because it’s something that should’ve never happened Then on 09/16/22 ****** had called me back and said they weren’t able to find a door for my refrigerator and wouldn’t be able to help me at all I don’t feel this is fair. My wife and I are both in on mid 60s we take excellent care of our trailer and our appliances we are very thankful this happened to me not my granddaughter and I feel it’s something that should’ve never happened I’ve worked as a first responder all my life and I know from a safety point of you this should’ve never happened. I was talking to ****** she said they redesigned the door and made some improvements in it witch is great news but that doesn’t help me at this point I’m stuck paying between 1500 and 2000 for a brand new refrigerator which I feel I should be able to get some help from Norcold with.my foot ended up being fine but I feel for all the trouble the least they could do is help me out to re-purchase a refrigerator or replace there has been nine emails sent back-and-forth between me ***** and ****** and several phone calls I have copies of them all if needed and I sent them all kinds of pictures of the crushed dog bowl and damage door

  Business response

  10/26/2022

  Hello, 

  I apologize for the issue that you have had but this refrigerator was manufactured in 2007.  Our records indicate that you purchased this refrigerator back in 2010, which would be well outside of our warranty period.  With that being said, the style door that was on this refrigerator has been discontinued and unfortunately we no longer manufacture that door.  

  Thank you, 

  **** **********

  Customer response

  10/27/2022

  
  Complaint: ********
  
  I am rejecting this response because: The refrigerator was manufactured in 2007 norcold says but I bought the unit brand new in 2010 in the middle of the year and I provided nor cold with my of  bill of sale this refrigerator is mounted in an RV which is only used 2 to 3 weeks a year even though the refrigerator was out of warranty there was no excuse for the door to come flying off and come crashing down which was a serious safety issue as you can see from the pictures it came crashing down and thank God the dogs bowl was there and took most of the impact before  it hit my foot which really left me in a lot of pain for about a week  since then ***** and ****** both told me they have redesigned the door. ***** had told me that management was willing to send me a new door because they did see it was a problem with what happened it’s not like the refrigerator just stopped working The plastic piece on the door broke and came crashing down the plastic piece is a molded part of the door that can’t be replaced and I can’t get a new door or any parts to fix it I have all the communication between myself ***** and ****** I also have all pictures of the refrigerator door and what it happened that day if needed thank you
  
  Sincerely,
  
  ****** ******

  Business response

  11/14/2022

  Hello, 

  This is a 15 year old refrigerator and is well outside of warranty.  This is not something that we would cover under warranty or as a good will.  The warranty on this refrigerator is 1 year from the original date of purchase.  

  Thank you, 

  **** **********

  Customer response

  11/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Because I don’t think it’s a fair decision it’s not like the refrigerator stopped working the door should’ve never fell off and come crashing down to the floor which could’ve of seriously hurt somebody so it’s not like it’s a warrantee thing it’s a structural defect and if you look at the emails from the beginning you the people involved agreed with me. They were going to give me a new door at the time but being you couldn’t supply one you’re now just leaving me hanging I don’t think that’s fair. The refrigerator is hardly used and works fine it’s just a structural thing that the door come crashing down it doesn’t seem right to have to purchase a new one at this point. I would appreciate if you guys could review all the emails from the beginning of this claim you have them all in your records when I talk to all the people at your company otherwise I will pursue this in small claims court now thank you for your time 
  Sincerely,
  
  ****** ******

  Business response

  11/29/2022

  Hello, 

  This refrigerator is over 10 years outside of the 1 year warranty period and unfortunately the door is no longer available.  We will not be covering anything under warranty for this refrigerator.  

  Thank you, 

  **** **********

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a NORCOLD fridge from Camping World July 2021. Due to Covid 19 it was backordered for 4 months. I received in late October early November 2021. The Manufactures Stamp in the fridge is dated 10/28/21. This is a fridge designed for motorhomes and trailers. In June 2022, our third outing, the fridge began to malfunction as the fridge would lose temp although the freezer was still cold. Then on the next trip late July it did not work at all. The Fridge has a 1 year warranty. I called Norcold and they said to bring it to Camping world as they are an authorized dealer. I brought to one in West VA (4 hours away) in August 2022. I was informed our warranty had expired on date of purchase July 8th 2021. Then I spoke to ***** ********** at Camping World in Charlotte NC September 2022 and he said to bring the fridge to him and he would handle with Norcold. As of Monday ***** informed me they denied any repairs or replacement for the same reason. Of course I paid $2249.99 for the unit and due to a backorder of parts I should not lose 4 months of warranty for a fridge that had not even been put together yet! I have had no fridge for the entire season and I have spent too much time and travel costs for a resolution. I feel they are stalling until the warranty really does expire next week and I don't know what to do. Please help!!!

  Business response

  10/24/2022

  Hello, 

  Looking in our system under serial number *******, we have nothing documented on our end that we denied this warranty coverage.  Can you please provide your RV make, model, year and complete VIN to complete the registration?  Can you also verify which dealer/service center you are working with and we can reach out to them direct to troubleshoot your refrigerator issue.  

  Thank you, 

  **** **********

  Customer response

  10/24/2022

  
  Complaint: ********
  
  My response is as follows  I have given all this information previously.  The only reason the complaint is not documented is that they don't document conversations they have with their dealers.

  I do have a ID# with Norcold given by their support team ******* (which supports my claim)

  This is a racing trailer and not a motor home:

  2002 Competition Trailer

  VIN *****************

  The fridge is presently with Camping World in Charlotte NC.  since early September Contact ***** ********** ************.  Please refer to him for additional information.
  
  Sincerely,
  **** **** **********

  Business response

  10/26/2022

  Hello, 

  That call log is the one where we spoke with the customer and not the dealer.  But I do show that yesterday, 10/25, we spoke with Camping World and we are sending them a new cooling unit for this refrigerator.  This is covered for part and 3.00 hours of labor time under warranty.

  Thank you, 

  **** **********

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a camper in May 2021. Has a Nocold RV refrigerator. The refrigerator went out in March of 2022. Was having warranty work done. The serviceman went through all the steps and finally it was determined we needed a new refrigerator. Now they are saying since it wasn’t registered, they will not replace. Didn’t know we had to register we have the paperwork showing we bought it new.

  Business response

  10/14/2022

  Norcold will contact the consumer and set up diagnosis with a dealer. Norcold does not have a policy that if your unit isn't registered, we won't honor the warranty.

  Customer response

  10/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently (9/20/22) purchased a Norcold RV refrigerator. It comes with a 2 year warranty, however, I'm unable to register it for the warranty. Every time I try to register it on their site, it keeps coming back as Model/part number/and/or the serial number is incorrect. I checked over a dozen times and it's 100% correct. I tired to register it over 8 times, and get the same message; invalid model/part number/invalid serial number. Both are correct. Model/part #: NR740BB. Serial #: **********. I then tried calling. Even worse, I tired calling about 6 10 times. The first time I called it said my wait time was 20 minutes. I waited on the phone for exactly 1 hour, and 15 minutes, just to be disconnected. I called again, this time I entered my phone number for a call back. I never received a call back. I waited 2 days, and called again. I left my phone number after it said wait time over 15 minutes. I never received a call back until the next day. I was in a meeting, and unable to answer the call. They left a message stating they were returning my call, and to call them back. I did call them back again, and was told wait time 10 minutes. I figured I will wait, and every 15 minutes I would receive the same message, my wait time is 15 minutes. Again, I left my number on the 3 15 minute wait, and never received a call back. I called again this morning (9/26/22) at 9 a.m. and it said my wait time was only 2 minutes. Well I waited an hour, and 15 minutes, and no one ever answered. I left my number, and no call back. I tired one more time at 2:30 p.m. and it said my wait time was 10 minutes. Again, I waited, and about every 15 minutes I would get the same message; my wait time is 10 minutes. I waited (all my calls are documented on my cell phone) 1 hour, and 3 minutes. Same, no answer, and left my phone number again. Last Friday I called "McDonalds RV Center," Plainville , MA Authorized Norcold, and was put on hold forever, no answer.

  Business response

  09/26/2022

  Hello, 

  I apologize for the issues that you have had trying to register your product and in trying to contact us regarding this.  I have registered this refrigerator to you under the serial number.  All notes and history is held under that serial number.  

  Thank you, 

  **** **********

  Customer response

  09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Actually, I will accept Norcold response as long as they send me an email (********************) with a copy of my warranty registration.  If any problems in the future, I would rather have written proof my item has been registered under a specific warranty.

  
  Sincerely,
  
  ***** ********

  Business response

  09/27/2022

  Hello, 

  I have sent you an email verifying your refrigerator registration with the serial number and the date the warranty expires.  

  Thank you, 

  **** **********

  Customer response

  09/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a Norcold 1210SS refrigerator in our fifth wheel trailer. The model is under warranty and was a new unit used to replace a faulty unit prior to that. This unit will only function when it is completely and exactly level. If there is any variation to the degree of level, even less than 2 degrees, it fails to cool. I have taken the trailer to our repair facility and they are not able to diagnose a problem. Both myself and the repair shop have attempted to reach Norcold for customer/technical support without success. We have both been on hold for over 2 hours on multiple occasions. Additionally, the repair shop has left a voice mail that has never been answered in over a month. I have exhausted all options and am left with no choice other than to file this complaint.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a trailer that came with a Norcold fridge (Model NRF-30, Serial #********) in March of 2022 and was given a 2 year warranty on the refrigerator. The fridge worked great for 1 week during a camping trip in May. In August I took the trailer out again and found that the digital control board for the fridge is no longer displaying the temperature and has gone bad or needs to be replaced. I tried contacting Norcold to get a warranty repair going and waited on hold over an hour twice with no answer. I contacted two different authorized warranty repair centers from their website and was told I would have to contact Norcold first and that I'd probably be on hold for 2.5 hours before I'd get a response. I could not find an email address on their website to use as an alternative form of contact. Waiting for 2.5 hours is not an option during my workday. Norcold offers no reasonable way for customers to contact them regarding their warranty guarantee.

  Business response

  09/07/2022

  Hello ******, 

  I have reached out to our Customer Service department directly to give you a call or shoot you an emails. I do apologize for the long hold times, our CS department is under staffed and doing the best they can do help each and everyone of our consumers, unfortunately it is taking us a bit longer to reply. 

  Thank you, 

  ******* ***
  Claim and Compliance Specialist

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a brand new Norcold DE0041 refrigerator/freezer and the freezer door won't stay shut. I have spent hours on hold trying to reach Norcold and sent 5 emails requesting help and they are not responsive. It's amazing this company is still in business. Whether my problem gets resolved or not, I will NEVER buy another Norcold or Thetford product. There is ZERO customer support.

  Business response

  09/01/2022

  Hello Mr. *****, 

  I do apologize, our customer service team is very short staffed and are doing the best that they can. I have touched base with them directly and someone will be reaching out to you today to address your unit. 

  Again, my apologies.

  ******* ***
  Claims and Compliance Specialist

  Business response

  09/13/2022

  Hello Mr. *****,

  Would you happen to have an order number I could look up for you? Our shipping department is only open M-F and we do not process orders on the weekends, therefore if your 11 days includes that time there would have been some delay. We also do not provide overnight shipping, all shipments will be shipped a ground service so depending on your location will determine how quickly the part arrives to you.

  Thank you, 

  ******* ***
  Claims and Compliance Specialist

   

  Customer response

  09/14/2022

  Thank you for your help.  The part finally arrived today.  It’s a shame that I had to get the Better Business Bureau involved to get Norcold to respond to a warranty issue on a brand new fridge.  If possible please post the following comment when you close this case:

  
  

  I called Norcold 7 times and emailed them 5 times after I finally found an email for support. Unbelievably that with 12 requests for warranty coverage on a brand new out of the box marine fridge that was broken upon delivery, they never offered any help.  It required getting the Better Business involved to get a simple warranty issue resolved. I am so disappointed that I purchased a Norcold product and moving forward I would only do business with Norcold if there were no other business to turn to. BUYERS BEWARE, if you purchase a Norcold product you will likely be on your own unless you the the BBB involved.

  
  

  **** *. - An Extremely disappointed Norcold customer! (Wish I wasn’t a Norcold customer)

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Norcold Refrigerator, it stopped working a couple weeks ago. The refrigerator is still under the warranty period and it has been impossible to contact Norcold or obtain information regarding services. Their website offers only a phone and mailing address for contact. They say they have an email but is not provided or found anywhere in the website. It has been impossible to contact them to obtain any information for service. In the website it says to look for authorized service centers in their website, but none at all are listed for Puerto Rico, even when they sell their products here. How am I supposed to gather that information?

  Business response

  08/18/2022

  Hello *** ****, 

  I apologize for the extended wait time right now on our phones, due to peak season the demand is high than normal. You are welcome to email [email protected] or keep trying our consumer line. 

  When emailing, provide them the serial number of your refrigerator and the issue that is occurring. They can will also be able to advise service centers as well.

  Thank you,

  ******* ***
  Claims and Compliance Specialist

  Customer response

  08/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Been trying for a week to get in contact with Norcold consumer support regarding the recall switch on my 1200lrim refrigerator,I have left call back information set hold for an hour and 35 minutes,I just want someone to contact me and give me answers.

  Business response

  08/12/2022

  Hello Mr. ****, 

  I do apologize for your hold time, however due to it being peak season the hold times are longer than normal. If you could provide me with some detial behind your question along with the serial number of your refrigerator I can see if I can assist you.

  Thank you, 

  ******* ***
  Claims and Compliance Specialist

  Customer response

  09/12/2022

  Duplicate complaint/ Reopen

  Consumer’s Original Complaint:
  My Norcold fridge 1200LRIM,s/n642305FB Has the recall heat sensor switch which has failed.According to an email I finally received from customer support the switch is covered under their warranty,Rv was delivered to an authorized service center,it was inspected bye their service technician and determined the switch was bad but they have been unable to speak with anyone at Norcold customer service to have the part delivered to them.I contacted the service center and was told that they were on hold for 4 hours and still no response from Norcold.I have emailed Norcold and received no response,I have been on hold for ours and no response.I think Norcold needs to step up and take responsibility for this problem and get the part delivered to the service center so our Rv can be repaired after 3 weeks of waiting.

  Consumer’s Desired Resolution:
  Delivery

  Business response

  09/13/2022

  Hello *** ****, 

  Per our system, looks like we are waiting on information to be provided by Camping World in order for us to ship the part. The last information we have is from 9/10/22 and the ball is now with Camping World. Once CW submits the required information the part will be supplied.

  Thank you, 

  ******* ***
  Claims and Compliance Specialist

  Customer response

  09/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was informed at Campingworld London ky that they can never get anyone from Norcold on the phone,I know this to be true because I have tried numerous times to call them and stay on hold for hours without any response.I have the same problem with email,It goes for weeks before any response.Norcold is not doing the consumer right.
  
  Sincerely,
  
  **** ****

  Business response

  09/14/2022

  *** ****, 

  Camping World is welcome to email over the requested information and/or call. I do not work within the Customer Service department but do know that a consumer cannot get through on the Dealer line to provide any information as those techs are trained to help technicians not consumers. Until Camping World provides the information we are stuck, the part cannot be sent without them following up with the requested information. 

  Thank you, 

  ******* ***
  Claims and Compliance Specialist

  Customer response

  09/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Until my problem is solved I’m holding Norcold responsible for any delays.
  Sincerely,
  
  **** ****

*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. ↩