Dometic Corp

Initial Business Response / [redacted] (1000, 5, 2016/12/22) */ Hello, We have reached out to the customer to see what it is we can assist withPer the customers email, Dometic is working with his dealer to send out a replacement at no charge to the customer, Dometic warranty also pays to have the unit installedThis is all outlined through our product information provided when unit is purchased Thank you ***

Initial Business Response / [redacted] (1000, 5, 2016/08/30) */ Contacted customer via phone directlyHave agreed to replaced a/c parts, labor, and shippingWaiting on proof of purchaseSWA XXXXXXXXXWill work directly with customer going forward Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Happy with outcome from dometic waiting now to receive reimbursement for the claim thank you for your help

Initial Business Response / [redacted] (1000, 7, 2015/09/30) */ Contact Name and Title: Andy [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dometic.com We are sorry that you are experiencing an issue with your awning fabric. It is unclear from the information provided as to what the... issue is. If you could provide further information via email to [redacted] @dometic.com we certainly can give your claim consideration. Pictures would be helpful as well. OFFER: Contact Dometic with further information for consideration. Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have furnished pictures to Dometic. A lady named kAY and another Lady Named Sara, a Supervisor. She stated that the warrantee was valid. She asked for pictures. They was very nice and Professional. Pictures were sent. The fabric its self is defective. In spots it is extremely thin and if you look real close there are in spots very tiny little holes found. Alone the edges where the fabric was folded and sewed there are cracks in it. And where the fabric was sewed to the mounting rubbers in places it has pulled apart and you could see daylight through it. It started tearing in three of the 4 corners. A 2 to 3 inch scratch was found in the hanging down very front of the awning, However this scratch was not in the area of failures. Rhonda, a very rude and sarcastic mad person, said she was representing Dometic, called me and said they had no interest in pursuing this matter any further . At present the front has almost tore clear across the width of the awning.. we have placed a tarp over it to protect whats left until we can resolve this issue. All this with a useage of less than 4 months in the elements. The old one that was replaced had 20 years of useage and was still preforming its function except the ware of time has made it so it can no longer keep the rain out. Final Business Response / [redacted] (4000, 11, 2015/10/12) */ Contact Name and Title: Andy [redacted] Please provide the model number and serial number of your slide topper and what dealer you would like to replace the fabric at. Dometic will cover the fabric and labor to replace. OFFER: Please provide the model number and serial number of your slide topper and what dealer you would like to replace the fabric at. Dometic will cover the fabric and labor to replace.

Initial Business Response / [redacted] (1000, 6, 2017/08/09) */ Dometic has reached out to the customer to send missing parts or fix the frustrationSpoke to [redacted] at Bent's RV on 08/08/at 5:00pm, [redacted] had returned to the store on 08/08/with all the boxes that were sent out and returned everythingBent's gave customer complete refundDometic has done the same to Bent'sDometic shipped out full rooms and pole kits prior to the reimbursement to the customerDometic was working with Bent's to the best of our ability to fix this frustration prior to the customer demanding her money backDometic regrets to having a customer and a store that we were unable to make happy At this point, no other action with the customer will be taken due to Bent's has issued a full refund for the product

Initial Business Response / [redacted] (1000, 5, 2017/03/21) */ Contact Name and Title: [redacted] Supervisor Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @dometic.com Dometic warranty #states payments to warranty service centers are not reimbursedHowever, Dometic understand there are situations that need extra considerationMrs [redacted] claim is one of these extra considerationsHer claim was for a part that claims pay half an hour for diagnoses and replacementDometic paid Mrs [redacted] min for the replacement and repairThe RV Dealer (Camping World) originally charged the customer hour and min The flat rate for parts repair and diagnoses is established by a team of engineers, technicians in the field, and dealers that come together to determine the fair and appropriate allotted time to complete the repairJust like in the automotive and healthcare industries, flat rate and standards for repair/care are predetermined and adjusted as justified The part that was replaced is a thermal fuseThe test checks continuity through the wireThis is a min testTo replace this wire remove screw and unplug from the thermo diskThis would take a tech minutes to remove, install new one, and testTherefore the standard of half of an hour is justifiedFor customer appeasement, Dometic adjusted to minutes to try to offset the charges Dometic has no authority over individual dealers like this one that charges more or less than the flat rateIt is up to the dealer (Camping World in this case) to notify the customer if there is any additional charges or items not covered under warranty that the customer would be responsible for the chargesIt is also up to the customer to understand the warranty policy provided with the purchase of the product The time frame for reimbursing is to days including the time it takes to review the claim, submit to the payables department, issue the check, and to days in the mailIt may not always take to days, however the process may need that necessary time frame At this time, the claim stands as is and will proceed with the parameters already discussed with the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The premise that an item, and a brand new one at that, repaired under warranty by an authorized service center is not reimbursed at 100% is ludicrous To use your health insurance analogy, ("Just like in the automotive and healthcare industries, flat rate and standards for repair/care are predetermined and adjusted as justified."), we didn't realize Camping World was an "out-of-network provider" and that there would be a "co-pay" to use themIf they do not adhere to your "flat rate and standards for repair/care," then why do you have them listed as an authorized service center? How is this something your customers are to know? And in regards to your automotive warranty analogy, I have never paid a penny for work done under warranty! If there are no "in-network" authorized service centers that adhere to your flat rate and standards, please reimburse at 100% the DometiCARE Full Service Contracts we have purchased (refrigerator and air conditioner) as they would appear worthless to us Admittedly new to this "game," in our ignorance we used an authorized service center to repair our brand new applianceHowever, in this case, authorized service center appears to be meaninglessWe are out the difference between what we were billed and what Dometic deems to reimburseOur suggestion, and solution for others like us, is that Dometic only list truly authorized service centersThe fact that you show Camping World as an authorized service center when Camping World obviously doesn't adhere to your "flat rate and standard for repair/care" is less than forthcomingYour "Mobile Living Made Easy" customers deserve more!

Initial Business Response / [redacted] (1000, 5, 2017/10/02) */ Contact Name and Title: [redacted] Diector of Cu Contact Phone: XXXXXXXXXX Contact Email: [redacted] @dometic.com Good afternoon, We had been working with the dealer on your refrigerators and the refrigerator in your unit as a climate rating of NS and that means it could have limited performance on outside temperature over degreesPer the dealer the temperature outside was 95-degreesWe would like to try and put a baffle on this unit to see if that will improve the performance of the unit Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) No as it was a mild weekend in MayIt never was over degreesAs it's been weeks today that the Rpod has been at the dealership a "baffle" will NOT be acceptableIf that were the case then why wasn't this done weeks agoDometic has already had Jarod (local dealership) try additional refrigerators that did NOT work plus numerous other "alternative" fixesWe are still losing monies every monthWe are now in Fall season with lower temperatures (so a baffle could possibly work now, but what about the next hot season?) plus all warranties on the Rpod expired September 10th so we are still in a no win situation apparentlySo sorry again NOT acceptable resolutionSo we will proceed with litigation against both Forest River & DometicThank you

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Contact Name and Title: Andy [redacted] We are sorry to hear that you are having an issue in cooling your RVWas this unit a replacement or was it installed on the RV when you purchased it? What kind of RV do you have and how many units are on the coach? We would be looking for a degree delta in temperature and if we are getting that, the AC is doing what we would expectThere are a lot of things that come in to play as far as insulation of the unit, number of windows, and how many units are on the RVIf you could provide these answers as well as the model and serial number of your unit we would be glad to access the situation further and see if there is any assistance we can offer OFFER: Further consideration for your issues once requested information is provided Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) it a 20' trailer and it got a 13,a/c m s- it a skyline m-skycat Final Business Response / [redacted] (4000, 9, 2015/10/29) */ Contact Name and Title: Andy [redacted] A temperature split of degrees means the air conditioner is doing its job of cooling the airThere are a lot of things that can have an impact on perceived performance such as number of windows/slideouts, installation, insulation etcI would be happy to discuss further and see if we can come to some kind of conclusion that would make you happyHowever with the information provided this does not appear to be defective unit OFFER: Please supply a phone number to contact you and we will see if we can do something to assist you Final Consumer Response / [redacted] (4200, 12, 2015/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) here is my cell # XXX-XXX-XXXX it just send my cell and there talk to me there it is

Initial Business Response /* (1000, 5, 2016/08/30) */
Spoke with customer directly via phoneDometic will be extending warranty on microwave replacementAs well as, refunding purchase price of *** upon receipt of proof of purchase
Initial Consumer Rebuttal /* (2000, 7, 2016/09/01)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Dometic resolved all my concernsThank You!

Initial Business Response /* (1000, 8, 2017/08/10) */
Atwood/Dometic does have some parts like this element availableWe are reaching out to the customer to send part direct to them

Initial Business Response /* (1000, 5, 2016/12/16) */
Mrs*** *** has been in contact with Dometic customer serviceHer purchase was through AmazonAmazon fields all warranty/damage issues through the first days of receiving the productI have advised Mrs*** to contact
AmazonAlso, we have shipped out a/c cords to see if that will fix the unit
I have researcher her phone number and have found at no point is any reps hang up on her or not respond to her emails
Customer has been advised to contact Amazon for repair or replacement
Initial Consumer Rebuttal /* (3000, 7, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's response is and misleadingThey indeed hung up on me, I have no recording of the conversation but do have my phone calls to them and the timing which proves they hung upWhy would I have to continue to call at the times I wrote in my complaint if they were answering my questions? I do have records of my emails, the times and dates and their lack of responseThey told me they over-nighted the chords, it has been two days, I do not have themAfter a week of trying to get them to help, they finally told me to contact AmazonAnd frankly, the unit is brand new, even with the Amazon contract they mentioned, why wouldn't they stand behind their equipment whether it was purchased from Amazon or themselves? Are they suggesting Amazon broke it? Why not back their product instead of making the consumer do all the work, these freezers are not cheapIf this is a rare occurrence, why not handle the situation as a reputable manufacturing company standing behind their product no matter who it was bought from? Dometic's response to me from customer service was after I filled out this complaint and wrote a negative review on their Facebook pageI have all the proof with regards to timelinesThank you for your help
Final Business Response /* (4000, 9, 2016/12/22) */
The following was sent to the Mrs*** on 12/16/at 3:47pmNo other response has been received since this email
Hello Mrs***,
I do apologize you have not received the cord that Dometic has sent youPer my email tracking below, and our phone conversation you can see that Dometic did as I promised in sending out the cord at not charge and over night
Per the UPS web site and the rep that we contacted at UPS, this package should be delivered today be end of business today (12/16/16)I know that is disappointing and I am truly sorry for that
1.The investigation with your phone number XXX-XXX-XXXX over the last days with our company shows the only day that your number came through was 12/13/
You spoke to *** for min and sec and shows that your line disconnected before he came back from put you on hold to find a supervisor to helpDuring this conversation you did not mention that your product was purchased from Amazon
You spoke to the operator and requested a manager, that call was on hold for sec and transferred to *** The call shows that your line disconnected before she was able to answer
If you have a different phone number you would like my IT department to investigate I would be happy to do so
As for the investigation on the emailI did find the email sent to our company on Friday Dec at 5:pmOur customer service hours are 8:am to 5:pmAll of our emails are answered up to 5:pm before we are to leave for the day
Your email on Dec at 5:pm was answered by my staff on Monday Dec at 8:amPlease see the attached belowYour email on Dec gave an email address to return back to as ***@GMAIL.COMPlease see the highlighted email below
From looking at the other emails you and I are using it seem that your email is actually ***@gmail.com so our response to you went to a invalid email address
From the emails that I see, Dec 13th at 3:pm was the first that we know that you had purchased from Amazon and would have been able to give you direction to go back through Amazon for replacement/refund
Mrs***, as I have mentioned before I have worked for my company Dometic for many yearsI stand behind our customer service, and I take pride in how well we do take care of our customers
I stand behind our product, and the people that work for meHanging up on my customers is not acceptable, and everyone that works for me understand thatEven if the customer is being verbally abusive they are not to hang up
I have apologized many times for the experience that you and your husband have had with out companyThis is not the reputation that we have, and I wish that I could change that for you
I do understand you have choices when you purchase product
I wish you Happy Holidays
Amazon has a contract with our company to take care of any and all issues with in days of the purchaseAfter that Dometic product has a year warranty against manufacturing defects that is handled through authorized service centersThis info is clearly stated in the users manual
Mrs*** has stated Amazon is sending her a cord at no charge and sending her a complete replacement unit to the customer
thank you

Initial Business Response /* (1000, 5, 2016/08/31) */
We are in receipt of your notice regarding Mr*** ***, his RMrefrigerator, and his concerns regarding a service call fee he incurred for having the secondary burner housing (SBH) kit installed on his refrigeratorWe
appreciate the trust and investment Mr*** has made in the purchase of our product
While Dometic does cover the part and labor involved with having the SBH kit installed, Dometic does not make provisions for service call fees incurred when the consumer chooses to have a mobile dealer install the kitAlso, while the recall notice does not specifically state that Dometic does not cover service calls, the recall notice does state "Please do not simply go to a dealer or service center without an appointment, since some facilities will not be performing this work, and the ones that are doing the work will need to obtain the appropriate parts from usPlease bring this letter with you at the time of your scheduled service."
Dometic appreciates that Mr*** has had the SBH kit installed on his refrigeratorDue to this being a safety recall, it is in the best interest of all consumers affected by the recall to have the kit installedHowever, since Mr*** chose to have a mobile dealer install the kit on his refrigerator instead of taking his RV in to a dealer to have the work performed, Dometic will not provide reimbursement for the service call
We appreciate this opportunity to address Mr***'s concerns and hope all of his future travels are trouble free

In review of the claim made by Mr***. The dealership working with Dometic on Mr***'s behalf (***) placed the request for a new cooling unit/replacement unit on 01/04/17. The replacement order has shipped to *** on 1/25/18. Delivery to ***'s show for
1/26/at 15:military time. If ***'s has not contacted you already, please contact them for an appointmentDometic does sincerely apologize for the inconvenience. Under conditions, replacement warranty parts and non warranty parts are available for shipping within to days depending on location and parts needed. We cannot see why this order took so long to ship, however, we are investigating to ensure a shortage like this is minimal. Thank you for reaching out for Dometic's help, and please contact for further assistance

Initial Business Response /* (1000, 5, 2016/05/27) */
We are sorry to hear of the unfortunate issue the consumer has experienced
A search of our data base under the consumer's name has produced no resultsAdditionally, PPL purchases multiple items from Dometic so there is no way for Dometic to
tell which item is for which consumerWithout also having either the serial number of the new refrigerator or PPL's purchase order number for the new refrigerator, we are unable to determine what actually transpiredPlease provide this information if you would like Dometic to review this further
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response accepted on the fact that PPL orders bulk shipments from DometicThe fact remains that our order was placed on May 3, monies debited on May 4, and with no shipping confirmation until we placed several phone calls with PPL along with a Revdex.com and FB complaint, then we received prompt attention from PPLs parts manager May Our frigerator was delivered on May And surprise, surprise, we received a second refrigerator days later!

Initial Business Response /* (1000, 5, 2016/08/03) */
We are in receipt of your notice regarding *** *** and the issues she is having with her Dometic air conditioner
There is information in our system showing that this issue is already being addressedAlso, Dometic left a message for
the consumer on July 29, 2016, at one of the phone numbers you provided for her and we have not received a response to it
Therefore, Dometic believes that this issue has been resolvedIf this is not correct, the consumer will need to contact us
Initial Consumer Rebuttal /* (3000, 7, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not received a phone callIn fact I have at least emails where I have asked a representative at Dometic to assist me with contacting a member of managementThey reply to my email and answer other questions (not favorably) but completely avoid my request to have them help connect me with a member of managementI have copies of the emails and have attached
Final Business Response /* (4000, 9, 2016/08/22) */
Contacted customer directlyCurrently working with Mr*** and his dealer to resolve issues with a/c's
Final Consumer Response /* (3000, 12, 2016/09/07) */
Not yetWe are waiting on a reimbursement
Regards,
*** & *** ***

Initial Business Response /* (1000, 6, 2017/10/10) */
Dometic will contact the customer directly for getting a/c replaced. Unit replaced in July of 2016 has a new 2 year warranty on it.
Dometic will not be reimbursing the trip fee's for dealer to come to "permanent site". Dometic warranty...

covers Recreational Vehicles that can be taken into garage for service just like a car or truck. The warranty states the customer is responsible for trip fees if they can not move the RV/Camper.
Dometic a/c's are in stock and should have no issue with shipping one out to the dealer that is going to do the replacement immediately.
When the a/c is replaced under warranty, the warranty does start over on that replacement. The new a/c will have 2 years from the date of repair for parts, labor, and freight to be covered.
Initial Consumer Rebuttal /* (2000, 8, 2017/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am thankful that I received the response I did. I will await contact from service rep, Dave's RV repair in Shippensburg, Pa until I say I am completely satisfied. However, I appreciate Dometic answering my complaint and allowing a replacement.

Initial Business Response /* (1000, 5, 2016/12/22) */
Hello,
We have reached out to the customer to see what it is we can assist with. Per the customers email, Dometic is working with his dealer to send out a replacement at no charge to the customer, Dometic warranty also pays to have the unit...

installed. This is all outlined through our product information provided when unit is purchased.
Thank you
[redacted]

Initial Business Response /* (1000, 7, 2015/09/30) */
Contact Name and Title: Andy [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dometic.com
We are sorry that you are experiencing an issue with your awning fabric. It is unclear from the information provided as to what the...

issue is. If you could provide further information via email to [redacted]@dometic.com we certainly can give your claim consideration. Pictures would be helpful as well.
OFFER:
Contact Dometic with further information for consideration.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have furnished pictures to Dometic. A lady named kAY and another Lady Named Sara, a Supervisor. She stated that the warrantee was valid. She asked for pictures. They was very nice and Professional. Pictures were sent. The fabric its self is defective. In spots it is extremely thin and if you look real close there are in spots very tiny little holes found. Alone the edges where the fabric was folded and sewed there are cracks in it. And where the fabric was sewed to the mounting rubbers in places it has pulled apart and you could see daylight through it. It started tearing in three of the 4 corners. A 2 to 3 inch scratch was found in the hanging down very front of the awning, However this scratch was not in the area of failures.
Rhonda, a very rude and sarcastic mad person, said she was representing Dometic, called me and said they had no interest in pursuing this matter any further .
At present the front has almost tore clear across the width of the awning.. we have placed a tarp over it to protect whats left until we can resolve this issue. All this with a useage of less than 4 months in the elements. The old one that was replaced had 20 years of useage and was still preforming its function except the ware of time has made it so it can no longer keep the rain out.

Final Business Response /* (4000, 11, 2015/10/12) */
Contact Name and Title: Andy [redacted]
Please provide the model number and serial number of your slide topper and what dealer you would like to replace the fabric at. Dometic will cover the fabric and labor to replace.
OFFER:
Please provide the model number and serial number of your slide topper and what dealer you would like to replace the fabric at. Dometic will cover the fabric and labor to replace.

Initial Business Response /* (1000, 5, 2017/10/02) */
Contact Name and Title: [redacted] Diector of Cu
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dometic.com
Good afternoon,
We had been working with the dealer on your refrigerators and the refrigerator in your unit as a climate...

rating of NS and that means it could have limited performance on outside temperature over 90 degrees. Per the dealer the temperature outside was 95-100 degrees. We would like to try and put a baffle on this unit to see if that will improve the performance of the unit.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No as it was a mild weekend in May. It never was over 90 degrees. As it's been 21 weeks today that the Rpod has been at the dealership a "baffle" will NOT be acceptable. If that were the case then why wasn't this done 21 weeks ago. Dometic has already had Jarod (local dealership) try 3 additional refrigerators that did NOT work plus numerous other "alternative" fixes. We are still losing monies every month. We are now in Fall season with lower temperatures (so a baffle could possibly work now, but what about the next hot season?) plus all warranties on the Rpod expired September 10th so we are still in a no win situation apparently. So sorry again NOT acceptable resolution. So we will proceed with litigation against both Forest River & Dometic. Thank you.

Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Andy [redacted] Warranty
Contact Email: [redacted]@dometic.com
We are sorry that you are not happy with your Dometic product. Did this come on your unit or did you purchase it? If you purchased it do you have...

your receipt. The door hitting the unit isn't considered a defect, but rather an installation issue.
OFFER:
We would be happy to send a new R-Dome as goodwill. Please let us know if you would like to have one sent and to what address.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/20) */
I received a replacement from Dometic but did not agree to this. the item is unsatisfactory as I detailed because the trailer door cannot be fully opened and requested a refund not a replacement. I was never notified the case was closed
Final Business Response /* (4000, 15, 2015/11/30) */
Contact Name and Title: Michelle [redacted] Warranty
We are sorry the customer is unhappy with the R Dome Awning. If the customer is requesting a full refund, we will need a copy of the receipt.
OFFER:
With a copy of the receipt, we will issue the customer a refund.

Initial Business Response /* (1000, 5, 2016/08/30) */
Contacted customer via phone directly. Have agreed to replaced a/c parts, labor, and shipping. Waiting on proof of purchase. SWA XXXXXXXXX. Will work directly with customer going forward.
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Happy with outcome from dometic waiting now to receive reimbursement for the claim thank you for your help