ComplaintsforNorcold, Inc.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After sitting on the phone for 4 hours I was hung up on! The customer service rep was rude! You can't reach out to the company for results! My refrigerator has been a nightmare since I bought it ! Plastic components keep breaking. The door hinge is Plastic on the bottom blew apart and is faulty. They have an upgrade for it and want to charge me for a faulty product that I am not at fault for! Just normal open and close breaks it! The more concerning issue is a recall for a gas leak. When I asked the rep about it he hung up on me, he was extremely rude! I am concerned about the gas leak recall on a propane product, please help! Explosions can occur from this issue!

  Customer response

  08/02/2022

  Hello *******,

  
  

  I wanted to let you know that this issue has been resolved and the employee was corrected for his attitude! They have replaced the door and the gas leak was corrected some time ago! My refrigerator is new so it was an issue with older models! Please remove my complaint or show it resolved. I don't know how to change my review??

  Thanks, 

  ******** ******* 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a power module from an 'authorized Norcold distributor/service-repair center' (*** *********** ********** **) for $499 USD and was told if I used a certified tech to install and had him liaise with the seller by phone at time of installation, if the unit did not solve my problem, I could return it for a full refund. I did this, (the refrigeration tech is willing to sign an affidavit to verify same) and the power module did not work at all, in fact, it was worse that the unit we were trying to replace. The seller provided me with a return address and I shipped it back the same day. and it was delivered to seller June 3rd/22. In contacting the seller after receipt of the return, I have been completely ignored and even when phoning the individual (**** ********* ***************) to inquire as to the status of my credit, he screens my calls and lets them go to voicemail, to which he will not return my calls. He ignores my emails and at one point, I blocked my phone number and he picked up. As soon as he knew it was me, he made like he couldn't hear me and kept just saying 'Hello'. I hung up and called back repeatedly and he ignored my calls. I am a pensioner on a fixed income and the amount of money involved ($499 USD) is a significant sum to me. It will not break me however, and I will recover and move on. It is now just the principle of a business out there that thinks they can rip people off at will and with impunity. It is ethically wrong and I would very much appreciate the BBB's help in reconciling this situation. Thank you for taking the time to read this. Regards, ***** **********.

  Business response

  07/28/2022

  Hello *****, 

  I apologize for the inconvenience, however as Norcold does not handle the credits for dealers as they handle their own returns/credits through their own systems. As Norcold does not sell directly to dealers, **** would have purchased this module through distribution. I would suggest filing a complaint with the dealer through he BBB and not Norcold as we did not sell you the module directly (Norcold does not sell direct to consumers) and cannot issue you a refund for the cost of the part. Again, I apologize but Norcold cannot handle these instances as we do not manage our dealers in this way.

  Thank you, 

  ******* ***
  Claims & Compliance Specialist

   

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Jayco Whitehawk 32BH. It came standard with a NORCOLD N8X, Serial # NR04CHR. Ever since purchase, the freezer develops an excessive amount of frost in the back and ice builds up where there is no foam in the refrigerator while on the lowest cold setting (meaning warmest). I have taken this to the dealership where it was purchased (RV Station, Waco Texas) and they generated a claim with NORCOLD. Norcold had them run tests and adjust the seal. This did not resolve the problem. The dealership then authorized a certified mobile technician due to travel restrictions I have and the Mobile technician has reached out numerous times to NORCOLD and they refused to help. See attached pictures and response from Technician that NORCOLD has said. I have waited numerous times on HOLD so I could talk to them personally but their hold times is absolutely excessive. I simply want them to fix the issue or replace the unit and compensate the repair guy for his travels due to their lack of willing to resolve the issue..

  Business response

  07/28/2022

  Hello *****, 

  I do apologize for the excessive hold time, please do understand that is it currently peak season and there are many factors that play into why this happens. We are doing our best to get to each and every one of our consumer calls as quickly and efficiently as possible.

  Regarding your refrigerator: I do see in our system where we have had contact with your dealer one time back on 12/23/2021, there has been no other communications letting us know if the door adjustment worked or not and it has not been almost 8 months. With that, Norcold cannot advise any other steps to take without your dealer letting us know the issue wasn't resolved. Please have the dealer reach back out to our technical line for assistance in getting your unit repaired. As this is not the place for technical communications, they will need to assist through the proper channel. 

  Thank you,

  ******* ***
  Claims & Compliance Specialist

  Customer response

  08/08/2022

  Ms. ************,
  
  I apologize for the delay in my response to the above BBB complaint I made. I must have missed the notifications a reply has made.  In response to the businesses reply:
  
  The dealership authorized a mobile technician. The technician has spoke with Norcold twice. I have spoke to them once via phone, yet those instances are left out of their reply. They’ve been told three times the adjustment has not worked.
  
  How can they expect a company to wait hours while serving other companies? Sounds like they have unrealistic expectations when trying to resolve defective products.

  Business response

  08/09/2022

  Hello *****, 

  Again, I do apologize for the excessive hold time, please do understand that is it currently peak season and there are many factors that play into why this happens. We are doing our best to get to each and every one of our consumer calls as quickly and efficiently as possible.

  I stand by the below statement below, I apologize that I do not have any other information on your unit, but the only call note we show in our system is the call from 12/23/2021, nothing more.

  "Regarding your refrigerator: I do see in our system where we have had contact with your dealer one time back on 12/23/2021, there has been no other communications letting us know if the door adjustment worked or not and it has not been almost 8 months. With that, Norcold cannot advise any other steps to take without your dealer letting us know the issue wasn't resolved. Please have the dealer reach back out to our technical line for assistance in getting your unit repaired. As this is not the place for technical communications, they will need to assist through the proper channel."

  Thank you,

  ******* ***
  Claims & Compliance Specialist

  Customer response

  08/10/2022

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

  The business has failed to take any action and only proposed action is to have a technician call and be on eternal hold, to see if the company (NORCOLD) will even do anything further. The company has been provided with evidence of a defective product, statement from the owner of the product that the suggested fix by their company from last year was ineffective and only proposed action is to call back in. The company gives no other course of action to remedy the defective product in a reasonable manner (reasonable being fair and sensible). I do not nor would I think it is reasonable to sit on hold for a company in excessive of 2+ hours during the week, during business hours when the customers have to work to, I find this the definition of unreasonable. 
  

  While I would have expected NORCOLD to offer some more direct means of communication since they can reply to this BBB complaint faster then they can to their defective product issues (abit of sarcasm).  Nonetheless, I think this stands testament to the companies value of their customers. 
  

  I feel like they could easily rectify this issue but are not, instead have been dragging it on for nearly a year.  

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

  Business response

  08/18/2022

  Hello *** *******, 

  Again, I apologize for the issue. Our Customer Service and Technical Service agents are doing to best they can and are also human. All RV suppliers are experiencing longer than normal hold times with their customer service lines due to the influx in the industry with being at an all time high, this is not uncommon.

  Due to safety and liability, we have to have the unit looked and and taken care of by a certified RV technician. We do not provide any type of technical service to consumers as some are not equipped enough to handle the diagnostic side of things. Therefore we get you with a RV technician that is certified to do the work. Norcold has provided you with the options available, if you are not satisfied with the outcome, I apologize but this is how the process goes for all consumers. 

  Thank you, 

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

   

  Customer response

  08/18/2022

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

   

  again, I have had certified technicians look at it and speak with y’all. Your company makes them jump through hoops and wait extended period of times before authorizing the fix for the defective product. 
  

  you wanna talk to a Technician? **** with RV Rescue ***** ********. Have a technician call him. Because no one can wait HOURS to be told adjust the bracket. That doesn’t work, ok call back, wait hours, ok check the seal. Ok didn’t work, call back, wait hours, ok now turn off the refrigerator, let it cool and drain then turn it back on. Ok they did that, problem persists. No company can expect a customer to go through this, no company can expect another company to loose countless dollars doing this. 
  

  so why don’t y’all try reaching out to him? Since we’ve tried it the other way and that isn’t feasible. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have new RV with Norcold fridge that does not cool I have it under warranty Despite filling all Norcold request and authorized dealer examined and had to replace Morcold will not pay I have sent certified letters no response!! They just hope you give up and pay yourself 2000 dollar item

  Business response

  07/05/2022

  Hello Mr. ******, 

  Norcold's Customer Service department has not received any certified letters.

  Per Norcold's warranty policy found online, any unit that is under warranty needs to be taken to a Norcold Authorized Service Center for a diagnostic review, once reviewed the technicians there work directly with Norcold or the OEM to get the issue resolved. If you choose to go to a non-Norcold authorized service center for repair where they have you pay out of pocket for warranty repairs, that is something Norcold does not reimburse for as we do not know that the repairs were necessary and we have no documentation of the problem. 

  Norcold apologizes for the inconvenience, but there is nothing more Norcold can do as you did not follow our warranty policy.

  Thank you - ******* ***

   

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since the day I purchased my Forest River R-Pod RV from Couch's RV Nation, its Norcold Model 611 refrigerator did not work in the propane mode. I attempted to reach Norcold customer service and several times was kept in their queue for hours. When I attempted to arrange for warranty service at the nearest service center shown on the Norcold website, I was told that Norcold doesn't pay them for diagnostic time and I would have to pay for that myself. They also refused to schedule warranty service since Norcold does not pay them for warranty claims. I then purchased a replacement circuit board on Amazon and installed it myself which solved the problem. When I contacted customer service for reimbursement or replacement of the bad circuit board, they refused saying it "was not their policy" to do so. Then they hung up on me.

  Business response

  05/16/2022

  Hello Mr. ****, 

  I do apologize for the long wait and interaction you had with our Customer Service team, during peak season there is a possibility of an extended hold time.

  However, it is per Norcold's warranty policy that Norcold does not pay for diagnostic time nor reimburse for parts purchased within the warranty period and installed by a consumer as we cannot validate the the install to be correct and completed safely due to the use of electrical components. All warranty repairs do have to go through a Norcold Authorized Service Center to ensure the components are installed per Norcold's installation guidelines, Norcold ships replacement parts for the issues found during diagnostic testing. Norcold then issues payment for any labor inquired for install of the new part once paperwork is submitted back to Norcold with proof of install.  Again, I apologize for the long wait and interaction but our Customer Service team was following our warranty policy and procedure. 

  Business response

  05/17/2022

  Mr. ****, 

  Norcold will agree to reimburse your purchased part off Amazon, totaling $122.68. In order to put in the request for the check I will need to register your coach and refrigerator to ensure the unit is under warranty. Please provide the following information:

  Phone Number
  Address
  City/State/Zip Code
  Picture of Fridge's Serial Number Tag (located on the inside of the fresh food compartment)
  Make / Model / Year / VIN of RV
  Proof of Purchase of the RV (sales invoice)

  Once I have the above information I will submit for a check to be issued to you. 

  Customer response

  05/18/2022

  Here is the information requested by Norcold:
  

  Phone Number- ************
  Address- ***** **** ** *
  City/State/Zip Code- ******** ** *****
  Picture of Fridge's Serial Number Tag (located on the inside of the fresh food compartment)- see attachment
  Make / Model / Year / VIN of RV - Forest River R- Pod, RP-202, 2022, VIN *****************
  Proof of Purchase of the RV (sales invoice)- see attachment

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refrigerator did not cool at least at coldest setting during heat of summer. I called * ****** the seller, and Norcold, nothing resolved. I paid $1,604.56 for a refrigerator that does not work properly. Norcold made the Frig that doesn't work right. I should not have to chase my tail, play games, do the leg work, pay extra money, buy an extended warranty to get frig working. It's their problem or should be not mine. I live in my R.V. I would have to remove frig drive 1 hr to take it to the repair man. I don't want to go around and around with these people. See Attached

  Business response

  04/08/2022

  Hello, 

  I show that the serial number of this refrigerator is *******.  Normally when a refrigerator warms up in the heat of the day it is a venting issue and with this being an aftermarket install we would have to verify there are no bug screens on the vents and make sure the venting is correct.  If it is not then it will cause the refrigerator to not cool properly, esp in the heat of the day.  Also if this refrigerator is in a double side wall vented system it would require a fan, I can see in the model number that it does not have a fan.  I will have a customer service representative reach out to the customer direct but this is something that would have to be looked at and diagnosed by an authorized service center.  Because it is under warranty we have to work with authorized service centers to resolve the issue.  We would not reimburse, but our warranty does cover parts and labor time to resolve the issue if it is a refrigerator issue.  However warranty does not cover a mobile service call if they have to come out to the customer.

  Thank you, 

  Kent ********** 

  Trainer and Technical Specialist

  Thetford/Norcold 

  Customer response

  04/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The warranty runs out in June or July And wont be able to properly test it until around July. I have a fan on the frige . 
  Sincerely,
  
  *** ********

  Business response

  04/19/2022

  Hello, 

  We can document this issue and if it is a refrigerator issue we can still cover it under warranty at that time in July, but before anything can happen this is something that needs to go through an authorized service center to be properly diagnosed. The service center can contact us directly to move this forward. 
  

  Thank you, 

  **** ********** 

  Customer response

  04/21/2022

  
  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, I have a certified tech I use { ****** ****** ** repair }  He's good and honest. And Or provide a free extended warranty. I'd rather communicate by phone. ***** said the weather has to be hot before he can properly test it .that's why he couldn't test it last year. I live in my RV. He would have to charge me 100.00 dollars to come test it . or i have to remove frige and drive a little over an hour to take it to him . It's a shame I have to go through all this headache and hurdles for a brand new frige . It's your faulty product not mine . I shouldn't have to do the work. for your faulty product. You people need to be responsible for your work and take care of your customers. I'm not a game player or a liar, I'm  a very honest man. I want to do proper and fair business with people. I want things right without paying another cent. I paid 1,600.00 dollars for a brand new frige thats not working properly. If this is going to be an on going problem or  lemon  I don't want this thing . And I'm not going to chase my tail with this it has been almost a year now . Again, why do I the consumer have to do all the work and put out more money and time for your faulty product ?  You figure it out, you fix it . then do what you want with it. Not being nasty just honest.  *** ********
  
  *** ********

  Customer response

  05/06/2022

  Hi ******** , I would like to reopen my complaint to Norcold inc . I pushed the agree box to quickly on last Emai from Norcold. and I have not heard from them. I would like to receive a free extended warranty from them in writing . so frig is properly covered through this summer and beyond if needed for proper testing and repair , until this frig is for sure working properly . what ever it takes or they can take it back . It would also be nice to have one Norcold rep to communicate with ,so they know the case and I don't have to re explain it over and over to people. complaint ID ******** . Hopefully this can get resolved soon. Thank You *** ********

  Business response

  05/16/2022

  Hello, 

  I have it documented under the refrigerator serial number, *******, of the issues with the refrigerator.  The customer will need to make an appointment with an authorized service center, they can be found on our website, link below.  The service center would contact us direct ************ ****** * to start a warranty claim.  The refrigerator needs to be tested and we need to see pictures of the venting.  Details will be discussed when the service center contacts our tech dept. to start a claim.  We need to make sure there are no bug screens on the vents and that the refrigerator is installed properly with no venting issues. If it is determined that the refrigerator has failed then we will replace parts under warranty and send those parts direct to the authorized service center.  The warranty is 1 year from the original date of purchase but since this is documented in our system we will cover it as long as it is a refrigerator issue and not a venting/install issue.

  Thank you, 

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

  https://www.thetford.com/customer-support/dealer-and-service-center-locator/

   

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: I'm just recovering from covid and need to find out if there is a service tech close by me. Keep in mind I do not have enternet, I live in my trailer out in the country, it is not towable at this point. I will have to pull frige out and take it to a tech. I will not pay 100.00 dollars + for tech to come to me . I am not going to pay more money for repair. Taking it back out and taking it to a tech is more than I should have to do anyway. Its your faulty product. I will be calling for techs on 5-25-22 and go from there. I paid plenty for this frige I'm not going to pay extra for repair's. 
  
  Sincerely,
  
  *** ********

  Business response

  06/03/2022

  Hello, 

  As Mr. ********** stated in his last correspondence, the unit does have to be looked at through an authorized service center in order for any warranty repairs to be covered. Norcold's warranty policy states that Norcold does not cover the cost of mobile service call fees as that is the responsibility of the consumer. If the consumer does not want to follow Norcold's warranty policy to have the unit inspected and diagnosed by a Norcold Authorized Service Center there is nothing more Norcold can do as it is up to the consumer to take the unit in for inspection. Norcold does not own or operate any service facilities and we do not manage their schedules. The consumer will need to manage that on his time.  Again, the issue has been documented in our system under his serial number and the repair will be valid once we get a call from the dealer confirming the issue.

  Thank you, 

  ******* ***

  Claims and Compliance Specialist

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This complaint is about product failure. There is Norcold refrigerator in my 2017 Georgetown RV. On a trip to Nashville the refrigerator had an electrical fire. The control panel melted along with a wiring harness. I was advised by Campers World in Nashville to deal directly with Norcold because they have had many recalls regarding fires in these refrigerators. After some research, my unit fell just out side of the serial numbers being recalled. The recall dept. created a fire claim, (File # *****) and said i had to have a certified Norcold dealer submit the claim. On November 19th, 2021, the unit was dropped and the claim was submitted soon after. Incorrect pictures were submitted, and the claim was denied (six weeks later). After contacting them, the correct pictures were sent with the same out come. There claims department is falsely claiming this was a gas fire created by lack of maintenance. They hide behind their customer service people and **** not return calls.

  Business response

  03/09/2022

  After further review of the case, Norcold **** agree to cover a refrigerator replacement part only/no labor based on the condition that Mr. ****** agree to the following non-disparagement language:
  
  Mr. ****** agrees that he **** not, in any private conversation or public forum (including without limitation, any social media platform, internet "room," lectures, discussions with the media, published articles, or in comparable forums), (a) criticize, denigrate, speak adversely of, or make any statements that could reasonably be interpreted or construed as being negative, critical, derogatory, or otherwise harmful to, or (b) disclose negative information about, the operations, management or performance of, the Company, or about any director, officer, employee or agent of the Company.

  Customer response

  03/15/2022

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

  Norcold, Inc. forced me to bring the RV to a certified dealer, to evaluate and submit pictures as a condition to file the claim in which I was denied 3 months later for.  This created a charge in labor and diagnostic fees that was not necessary for me to incur.  Consumers should be allowed to submit their own claims, as by your policy you are creating costs to the consumer that are not necessary, especially if it is company's position is to reject all claims and take no interest in fixing the problem for future consumers. 

  I have already purchased the necessary parts to attempt and repair the refrigerator.  Although we expect the repair to be successful, the outcome is not known yet.  I request that Norcold cover the labor and parts (refund me for my prior purchase) for the repair and stand behind the repair for one year, covering 100% of all costs.  IF the repair is unsuccessful, I would request a new refrigerator at no cost to me the consumer.  

  If the above is agreeable, I **** agree to signing your 'gag' order.

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

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

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After many long trips across the USA with our 2004 Springdale trailer, my husband & I found the exterior was falling apart. (Note: All appliances, including a Dometic fridge, still worked.) So we donated the Springdale and bought a smaller, well-designed KZ Sportsman (Polar Series N7XF) at Travers RV in O'Fallon, MO on Nov. 20, 2020. We did not get possession for weeks, as the shop had a long waitlist. Our first trip, in Feb-March, we visited favorite sites on the Gulf Coast; since it was cold, we chose most camps with hookups. I made a list of (minor) problems for Travers to check or fix. Item 1: "FRIDGE: First day on the road, weather near-freezing, the fins iced up, dripped into food area. I adjusted setting from 3 snowflakes to 2. But melting ice sat in drain. Phoned Norcold, reached a technician; he said drain hole/ tube probably clogged." Travers RV blew out the drain, said no other problems. Our summer trip (June - Oct) took us West, to our usual places (New Mex., CO, UT) and new discoveries (Idaho panhandle) Fridge went haywire starting Day 4, in Kansas. It worked when we had a hookup, but we love the National Parks, Nat. Monuments, Nat. Forests, and BLM -- where hookups are rare. Symptoms? Fridge light would turn red almost daily on gas; it would click back to green, but often went red again. On July 6, we drove 300 miles to a Norcold Authorized mechanic (Dalton RV) in Wyoming. He replaced main control board in fridge; a week later, problem not solved, he replaced gas train. Total cost, parts & labor, $750; we assumed Norcold warranty would cover. Dalton's office manager and I tried to phone Norcold for OK but they kept us on hold (staff left cellphone running 4 hours!!!) Dalton printed out receipts, asked us to email, named a Norcold contact. I sent the docs same day. We've heard Zero. Travers RV called, learned that Norcold required their OK BEFORE a warranty repair. (Fridge back to RED on gas in July. See my full database.)

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/17) */ Hello, Can you please verify the refrigerator serial number so I can look up the correct notes we have in our system? I think that it is NR02ESR but I want to be sure. We also normally do not reimburse for warranty work paid up front as our policy is it must go to an Authorized Norcold Service Center and they contact us direct. We would send them parts direct and pay them direct for labor as well. From the notes we have in our system under that serial number, NR02ESR which I believe to be correct, but will need to verify. It states under that serial number that the dealer did not want to wait on hold for parts so they ordered them from NTP, that was back on 7/29 and that is the last correspondence we have had on this refrigerator. We will need further diagnostics on this refrigerator to figure out what the issue is. I know they are traveling so I am not sure where they are located but this is something that would have to be diagnosed by an authorized service center. Once they have an apt with an authorized service center we can reach out to the service center direct to troubleshoot. Please let me know the service center contact information and we can reach out to them. Thank you, **** ********** Technical Support Thetford Corp./Norcold Inc. Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks to Norcold for the prompt response. Yes, our fridge serial # is NRO2ESR. The model is Polar N7XF. Norcold fridge light showed RED on gas starting day 4 (June 25, 2021) Re "We also normally do not reimburse for warranty work paid up front as our policy is it must go to an Authorized Norcold Service Center and they contact us direct." Note that we drove our trailer 300 miles from Nebraska round trip to have the work done by a Norcold Authorized Dealer in Wyoming. You will see in my original complaint that the office manager attempted to call Norcold; she left her cellphone on hold for 4 hours, then gave up. Re "It states under that serial number that the dealer did not want to wait on hold for parts so they ordered them from NTP, that was back on 7/29." This was the Authorized Mechanic whose office manager had waited on hold 4 hours. Re "We will need further diagnostics on this refrigerator to figure out what the issue is. I know they are traveling so I am not sure where they are located. . . ." I think my husband and I are the "They" in this statement. We had left home on June 21; we returned home safely on Oct 20. I made a database to record when the fridge light turned red during those 4 months. (This database was attached with my complaint.) Re "further diagnostics. . . this is something that would have to be diagnosed by an authorized service center." NOT ACCEPTABLE! We are not willing to go through another round of permissions, diagnostics, and part replacement. Note from my original complaint that we drove 500 miles during the 2 round trips to a Norcold Authorized Mechanic and within 2 days the fridge was up to its old red-light games. I've just re-read the whole Norcold "Owner's Manual." (I'm glad to tell you that this is the most thorough and clearly-written manual of the many we received with our new KZ trailer.) But nowhere do I find that the customer is required to contact Norcold and get your OK BEFORE bringing the trailer (and fridge) to a Norcold Authorized Mechanic. The glitch in your service is that it is virtually impossible for an owner OR authorized mechanic to get through to Customer Service. You then use our not following your procedures as an excuse for denying warranty repairs! To sum up, is there ANY way that Norcold takes responsibility for its fridges when the owner is on the road? That's the ONLY time we use an RV fridge.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a 2020 Keystone 367 Fuzion impact toy hauler. I have been having problems with my factory installed Norcold Frig. Has only worked one time since we bought the trailer new. Will not get cold especially in warm climate. Frig serial number ******** Took to authorized Norcold dealer for repair. (RentForFun RV Rentals and Repairs) *** ****** *** *** ***** ***** XXXXX, *************** ****@rentforfun.net. (****) They ran test and stated the cooling unit is bad. They sent warranty claim in around 9/30/2021. To a ***** ****** Technical Service Representative (XXX) XXX-XXXX opt2, email infoatthetford.com, the dealer claims they cannot get Norcold to respond to sending parts out. I tried contacting company but cannot get thru to a service rep. I just want them to fix the frig. What good is any warranty if the company that made it will not honor their own warranty.

  Business response

  01/18/2022

  Business Response /* (1000, 12, 2022/01/06) */ ***Document Attached*** Contact with the dealer was made on 9/30/21 in attempt to repair the consumers refrigerator. Between 09/30/21 and 12/01/21 there were multiple emails sent back and forth requesting diagnostic information from Rent for Fun as each submission was missing information. On 12/01/21, when the proper paperwork was submitted to Norcold, Norcold sent a thermostat replacement which seems to have fixed the no cooling issue as we have not heard back from the dealer or consumer.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a travel trailer in March of 2021 and the norcold refrigerator and freezer combo doesn't work the unit is just not cooling and freezing..i tried to contact the company and they relinquish any and all responsibility to a third party. This company has had many recalls on their units.the unit model number is **** and serial number is XXXXXXXX Group code XXXXXX Input number **** installed at no cost

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/13) */ Hello, Looking up the refrigerator serial number in our system I show that it is not registered. With that being said, this refrigerator was manufactured in 2013 and I am assuming that this customer is the 2nd owner. Is that correct? The warranty period is 1 year from the original date of purchase from the first owner. Depending on when that was I am assuming that this would be outside of that warranty period by some time. If I am mistaken please let me know. If I am correct then we can help troubleshoot the issue but we would not replace anything if it is outside of warranty. Please let me know. **** ********** Technical Service Lead OEM Technical Representative

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