ComplaintsforNorcold, Inc.
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Complaint Details
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Initial Complaint
09/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a Norcold refrigerator in my RV and the warranty is good until November next year. It needed repairing and we looked on their site to find someone to repair it and choose Country Road RV center to repair it, They notified us Norcold would only pay for the ones that were recalled. I tried another service center on their site and they said only if we bought the RV from them they would repair it. Another service center said they didn't do warranty work. Their site isn't updated and usless. I have contacted them several times and was told they would get back with me but I haven't heard from them and I have been going thru this for 2 months. I need them to contact whoever can repair or replace my refrigerator and let me know where to take its before the warranty expires!! Please help!!Business response
10/11/2021
Business Response /* (1000, 5, 2021/09/17) */ Hello, We contacted the customer yesterday regarding this issue to get more information. The customer was having an issue finding a service center, so we contacted Camping World in their area. They have open appointments next week so we informed the customer to contact Camping World to set up an appointment. **** ********** Technical Service Lead OEM Technical Representative Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I contacted the service center they said they never spoke with them and didn't know what I was talking about Business Response /* (4000, 9, 2021/09/23) */ Hello, We have called the customer direct to clarify this and she informed us that she has an appointment with Camping World on Monday Sept. 27th. **** ********** Technical Service Lead OEM Technical RepresentativeInitial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchase a 2020 Forest River Sandpiper RV in December of 2019. The Norcold 2118 refrigerator s/n NR00RZ0 never cooled properly. The selling dealer began working with Norcold In June 2020 and verified the refrigerator was not working properly. The dealer went back and forth with Norcold all summer trying different things to get the refrigerator working. Finally in late fall 2020 the dealer informed us that Norcold said the refrigerator was now operating to specifications. In subsequent camping trips we found the refrigerator was still not working properly. The refrigerator section only cooled to 60 degrees. Mid summer 2021 I contacted a local Norcold dealer service center in my home town. He check the refrigerator and confirmed it not working. He as made multiple attempts to contact Norcold with limited success. Most calls to Norcold result in their phone answering system dropping the call. The RV is almost 2 years old and the refrigerator has never worked correctlyBusiness response
09/17/2021
Business Response /* (1000, 5, 2021/09/09) */ Hello, For this I would need to verify the dealer/service center contact information. Once I have that I can reach out to them directly and troubleshoot the issue. From the sounds of this it would require a cooling unit replacement. But I will need to speak with the dealer/service center. Thank you, **** ********** Technical Support Thetford Corp./Norcold Inc. Consumer Response /* (3000, 7, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The servicing dealer is: ******** ** *** ******* XXX-XXX-XXXX Business Response /* (4000, 9, 2021/09/13) */ Hello, We have reached out to the dealer and we are sending them a new cooling unit part number XXXXXX. This should resolve the customers cooling issues. **** ********** Technical Service Lead OEM Technical Representative Consumer Response /* (4200, 11, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Awaiting receipt and installation of unit.Initial Complaint
08/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new RV 3 weeks ago. The fridge has never worked and is under warranty. I have taken it to 2 service centers who cannot get ahold of Norcold, the fridge maker. I have emailed them with no response. The 2phone numbers they have listed for customer service have a recorded message telling you to go to their website to find a service center, which is what I have done, but they are also trying to get ahold of Norcold. It is now 3 weeks and I still do not have a working refrigerator.Business response
09/13/2021
Business Response /* (1000, 5, 2021/08/31) */ Hello, I have looked up the notes we have in our system and I have entered to send the dealer a new refrigerator ****** for this customer. Please let me know if you have any questions. Thank you, **************** Technical Support Thetford Corp./Norcold Inc.Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In July 2020 we purchased a new Heartland Big Horn 5th wheel. The refrigerator is manufactured by Norcold, Inc. In July 2021 (one week before warranty expired) the refrigerator stopped working. We took the trailer to an authorized repair facility. The "cooling unit" had failed and would need to be replaced. On August 2 we were told the cooling unit would be shipped on August 3. I should call on August 4 to get the expected arrival date. On AUGUST 4 I was told the part would be arriving on August 11. The part did not arrive. A call to Norcold on August 16 and was told the expected arrival date was now August 19. Call to the dealer to inform them and they told me tracking number showed August 20 for delivery. August 20 - Guess what? No delivery. Called August 23 (too late to call August 20 - business closed) Now told expected delivery August 24. Why would I believe this??? Norcold says their hands are tied. They are not responsible for the shipping company.Business response
09/07/2021
Business Response /* (1000, 5, 2021/08/25) */ Hello, I would need the refrigerator serial number or the claim number/order number to look into this order as I am not finding it from the customer name or phone number in our system. Once I have more information I can look into this and provide more information. However I will say that shipping times and companies are delayed at this time across the country. Thank you, **** **********
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Customer Complaints Summary
35 total complaints in the last 3 years.
9 complaints closed in the last 12 months.