Evans New Concept

7-29-***’s RV Response We have been in business since 1984, specializing in the RV refrigerator repair and are also a state licensed school training others around the world in the field of comprehensive RV Refrigerator ReconditioningWe have written two books on this subject which
are being sold worldwide, and have given many seminars to the RV community, plus we have written educational articles on the RV refrigerator for many RV industry magazines and RV clubsWe have never taken advantage of a customer and are not doing so now.Mrs*** (***) has left out some important information in her complaintWhen Mr*** first contacted us, he said that his refrigerator temperature was in the 50’s- 60’s when run on electric or gas and everyone he had contacted locally about his RV refrigerator said, throw it away and buy a new oneI explained to him that since I had not seen the refrigerator, I could only go by what he was sayingThere are many things that can cause those temperatures, all of which are less costly than a new refrigerator replacementI told him that one possibility was that the refrigerator cabinet had become saturated as we had been seeing this in other models like his(Below is a description of what we mean by saturated (ù)I told him should that be the case, his options were to either replace it with a new refrigerator or we would be happy to dry it out as we have successfully done for othersI also told him, if this were the case, the repair could take two to three weeks Mr*** said he worked construction, was laid off, and was in no hurry on getting the unit backI told him to watch the video we have published on this subject and call us back if we could help (Link to the video suggested) https://www.youtube.com/watch?v=UFFnS6g7UsE. He called back and said he wanted to bring it to our shop to have it repairedUpon his arrival on Tuesday, May 31, 2016, we filled out a work order, Mr*** parked the RV in a designated area and he leftAt this point, Mrs*** has said and I quote: “Mr*** told my husband he could start looking at our refrigerator the following Monday morningThat didn’t happen.” Mrs*** is correct about thisThe following Monday morning would have been June 6thHowever, we worked them into our schedule and started on Wednesday, June 1st.Later *** and I went to the RV to diagnose the refrigeratorWhen *** first stepped in, he noticed that one of the blinds had fallenWhen I walked in, he pointed out that the blinds were down and wanted me to make note of it(Note: When the ***'s picked up, Mrs*** accused *** of damaging the blindsShe further stated that they had not used that blind in years, which indicates to us, they already knew something was wrong with it and it just finally gave awayAnother note, we only service the refrigerator and these blinds are no where near itNo one from our shop drove the RV and the blinds are behind the driver seatWe have known *** for many years, he is a very good Christian man, a Deacon at our church, a family man, a veteran, and has always been totally truthful and up front with us (and everyone else we know that knows him) about anything that has occurred, good or badTherefore, we would have no reason to believe he would lie about this.)The ***'s refrigerator is one of many that have come into our shop with what is known as a saturated condition, as was suspectedThis has to be corrected before any further diagnostics can be completedThis was explained to Mr*** via phone and he Ok’d this procedureOne hundred percent of these cases as well as others we have helped over the phone and the ones our former students have had in their shops have been successfully repaired and are still working well todayIn fact, the one from the video link above was from April 2015, and the owner came by just last month to tell us it’s still working great and thanked us for saving him so much moneyThe procedures we use and train have saved others money as well(ù) The definition of a saturated unit is there is a small section of the refrigerator cabinet that has gotten wetThe video above backs this upOnce the saturation repair is completed, we are able to do further diagnosisIn most cases we have found this to be the only problemHowever, in some cases we have found that the cooling unit was not functioning properly eitherThis was the case with the ***'s Norcold cooling unitI contacted Mr***, told him the cooling unit was bad and we could either replace just the cooling unit or the entire refrigeratorHe chose to replace the cooling unitIn addition, one of his two fans was not workingI told him we could replace the one or replace them bothReplacing them both now would save him money in the long run since he would have to pay to have the refrigerator removed and reinstalled if the other fan went badComparison costs, $now, $laterHe said to change them both and to also change out the water line to the ice maker, so we didEverything that was done was approved by Mr*** prior to the work being doneThis is a standard procedure with all of our customers.When the ***'s picked up their RV, they checked the refrigerator which was working greatAccording to our digital meter, the temperature in the refrigerator was degreesTheir Norcold self diagnostics controls at the thermistor said it was degrees in the refrigerator and Mr*** saw both of these tempsAlso, he left a message on our answering machine stating the refrigerator had been at degrees when they picked it upIf the new cooling unit has failed since leaving our shop, it has a manufacturer’s warranty that should be honored at any RV Service Center As for an odor, this is the first we’ve heard of that, which clearly states, there was no odor when they picked it upI’m sure Mrs*** would have mentioned that at the timeAs for the beeping alarm, this may have been from the refrigerator mode which lets you know the refrigerator door is not completely closed, which would cause higher temps in the refrigeratorI cannot say for sure because they have not brought the unit back for us to diagnose what has happened.As for the comment about being difficult to reach by phone, we answer our phone from 9:00-3:M-F as shown on our web siteWe have an answering machine but only had the one messages from Mr*** which we returned but got a message stating that his voice mail was not set upWe continued to call and sent emails for days to try to help them out and finally got him via phone but he said he was in the mountains and had a bad connection and would call later but to date we have received no call back Also, we do not have texting ability on our landline business phoneThe ***'s were well aware that we are closed the third week of every monthThis was discussed when talking about their pickup dateIt is also posted at our shop and on our websiteThey have not contacted us to try to work this outWe would have been happy to look at their refrigerator and help them in any way we could during our open hours I would also like to note that Mrs*** did not mention whether or not the refrigerator works on electricSomething else has obviously gone wrong with their refrigerator since they left our shopIt could be as simple as a loose wire or a $thermistor, a dirty orifice or many other problems that have nothing to do with the services we performedI will now address the letter Mrs*** says they have from the refrigerator manufacturer (Norcold), stating a saturated refrigerator cannot be repaired, throw it away and buy a new oneWell of course they say that, they’re in the business of selling new refrigeratorsThey don’t want it to be repairedSelling a new one is the go to for the RV industry because that’s what the manufacturer teaches the techsIf the urethane R factor had failed as they are saying, it would have been impossible for the temperature to be at degrees and maintained that approximate temperature the remainder of the time it was here once the repair was completedAs the Master Certified RV Technician mentions in the video below, (ù) saturated does not mean the entire refrigerator cabinet gets wet, it is only happening to a small section under the evaporatorAfter drying out this small section 100% of the units we have repaired have cooled greatWe also take steps to prevent this malfunction from happening againThe urethane used in these cabinets is the same urethane that surrounds the evaporator, which produces condensation and ice the entire time the unit is runningWhen the unit is turned off, this moisture dries outWhen the unit is turned on again, cooling resumesIf what they say is true, then why does it not happen in the evaporator?Below are links to videos of RV owners and technicians that will back up things stated here.https://www.youtube.com/watch?v=rQvzJN6a4Ms Master Certified RV Technician Speaks outhttps://www.youtube.com/watch?v=GeQPSB9sQE8 Worldwide problem with RV Refrigerator Service Centershttps://www.youtube.com/watch?v=f-y3pINh1hg What’s it mean when a tech says throw it away, buy a new one ( be sure to see near the ending)https://www.youtube.com/watch?v=M6VBQ_62ax4 RV owners speaks out about RV refrigerator repairhttps://www.youtube.com/watch?v=DTAyeANgAl4 RV Salesman speaks out about myths and remedieshttps://www.youtube.com/watch?v=XNNPkb9Uhzs RV Owners speak out about Camping WorldThese are just a few of the many videos from the consumers and techs who are speaking out about the lack of education in the RV industry on the RV RefrigeratorGo to YouTube and type in FRVTS to see others.The final point is Mrand Mrs*** ask us to service their refrigerator then refused to give us the opportunity to even see if we did make a mistake, and if so, to correct it and if not to diagnose what is going onI would also like to note that in order to find out if their cooling unit was good or bad, we had to reinstall the original cooling unitWhen we found it to be bad, we had to remove it to install the new oneTo try to further help the ***'s, we gave them a discount on their labor billPlease note that Mrs*** did not mention this in her complaint.The bottom line is that Mrs*** signed the work order that clearly states: “Signature or paid phone orders constitutes acceptance of the listed services performed as satisfactory and equipment left in good condition.” They paid the bill; they left and now say they have a new problem with the refrigeratorThe work order also plainly states that we give a day warranty on our services yet they have not brought it back for us to check it out to see what has caused this new problem(See attached pictures) They have simply stopped payment on the check not only for the services they requested but also for new products they purchased from us and requested we installDue to the fact they will not respond to us nor have brought the refrigerator back to us, we told our lawyer about the situationHe said this is a criminal act and due to their lack of cooperation we should turn it over to him, so we did.In closing, we are more than happy to do anything we can to assist the ***'s with their refrigerator if they would like to contact us and work this outLeviticus 25:And if you make a sale to your neighbor or buy from your neighbor,you shall not wrong one another

7/29/16 Response to [redacted] We have been in business since 1984, specializing in the RV refrigerator repair and are also a state licensed school training others around the world in the field of comprehensive RV Refrigerator Reconditioning. We have written two books on this...

subject which are being sold worldwide, and have given many seminars to the RV community, plus we have written educational articles on the RV refrigerator for many RV industry magazines and RV clubs. We have never taken advantage of a customer and are not doing so now. The steps taken on Mr. [redacted]s RV refrigerator are as follows: When Mr. [redacted] brought the refrigerator in for service, his complaint was that the refrigerator control lights would not come on and the refrigerator would not work on the electric mode or the LP mode. During the diagnostics of Mr. [redacted]'s Norcold refrigerator, which has a minimum fee of $95, I found that some of wires to the 12 Volt recall kit had been cut and others had been disconnected. This recall kit is a safety designed by Norcold, the refrigerator manufacturer, and is there to shut off the refrigerator in case it over heats which could cause a fire. I contacted him and told him that the first step is to replace the recall kit and there would be no cost to him for the recall part or installation. Once this step was completed, we would then continue our diagnostics. He approved. When doing further diagnostics, we checked the 12 volt circuit. Then I found he did not have 110 volts going to his refrigerator. I checked the simplest possibilities and found no problem with them. I bypassed the Coaches 110 electrical system by connecting an extension cord directly to the refrigerator from our shops 110 volt plug in. I completed the diagnostics on the 110 volt mode by checking voltage, amperage, proper connections, thermistor, and examining the lower control board. I found that the refrigerator had no problems on the electric mode.  From here I switched the refrigerator to the LP mode to check that side of the refrigerator. I found that the orifice, burner, and flue desperately needed to be cleaned and adjusted. The burner flame was very erratic and fluttering. It was so severe I made a video of it to use in our training. I contacted Mr. [redacted] and informed him that the electrical problem was in the coach not with the refrigerator and we only specialize in the RV refrigerator, not the entire coach. He said that was no problem and he would take care of the coaches electrical problem. I then explained the problems I found on the LP mode, which could possibly be taken care of by cleaning the burner and orifice but it may be possible they would have to be replaced. I also told him that I may have to remove the refrigerator to make these repairs. He said to try to clean it, if it did not work do whatever was necessary to repair it. I took steps to do the cleaning and adjusting. First, let me say that the access panel to the back of the refrigerator does not line up with the refrigerator. In other words, the refrigerator sits lower than the access panel making it very difficult to do the steps for the cleaning and adjustments. At that time, we discovered that someone before us had tried to remove the burner and stripped out the head of the screw to the burner. So with the limited working space I tried everything possible to remove it. I used a screw extractor which was unsuccessful. I tried drilling it out, still unsuccessful. At this point I knew the only way to complete this service was to remove the refrigerator. I disconnected the 110 and 12 Volt, did an LP drop test, disconnected the LP, and removed the screws from the rear of the refrigerator. We then went to the inside of the RV and laid down our drop clothes to protect the RV. To help assist in the removal of the refrigerator, we had to bring in and set up our lift so that we would not scratch or dent anything. I then removed the screws and trim from the front of the refrigerator. With one tech on the inside and one on the outside, we tried to remove the refrigerator from the opening in the RV as we have done thousands of times on other refrigerators. The two of us were not able to force the refrigerator out of the opening without using excessive force. In examining the situation, I noticed that the slide-out in the RV had damage on it where it looked like it had hit the frame holding the refrigerator into place. I was afraid that this damage had moved something in the refrigerator compartment which was restricting the release of the refrigerator. I did not want to damage Mr. [redacted]'s RV. I called him and explained the situation. He said I will get someone else and we will come up and help you remove it. I said this is great since I am afraid forcing it will cause damage and I want you to be here to witness it in case that happens. I said we would be closed the next week, he said he would call me the following Tuesday and give me a time when he and a friend could come help remove it. On Tuesday, while I was out of the office, Mr. [redacted] arrived alone and said he wanted to pick it up. He said he couldn’t get anyone to come and help during our open hours. He was told we could be here anytime that worked for him; he just needed to let us know when that was. He was told he could not take the unit that day because we would have to reassemble everything we had disconnected in order for it to be safe plus we would have to remove the lift and drop cloths but we could have it ready the next day. The next day, Mr. [redacted] called and said he wanted to pick up the coach. I again told him that we would still be happy to remove the refrigerator with him here to assist and witness the removal whenever it was convenient for him. He said he wanted to pick it up. I said that was fine. He asked what he owed. At this time I had the diagnostics plus nearly three hours of labor in this job. This does not count the changing out of the recall kit as this is a separate issue handled through Norcold. The time for the recall kit installation is not factored into the diagnostics or the approximate three hours and it was not included on his bill. Norcold will pay us $50 for the 30 minutes of installation time on the recall kit. Norcold will not pay for the diagnostics even if the recall kit had been the only thing we did. Therefore, Mr. [redacted]s portion of the bill should have been $380.00, however, because of the unusual situation; we only charged him $285.00. Mr. [redacted] was upset that we did not complete the job and I pointed out that I would be happy to complete it and that he had said he would help and bring a friend. He was now refusing what he suggested and did not want to pay for the work I had invested in his refrigerator. I’m sorry, but no business operates that way and no reputable company is going to do something they believe could cause damage when the owner has indicated they want to be there for that procedure. When Mr. [redacted] arrived to pick up the RV on Wednesday, July 27th, he was irate and when I tried to explain everything to him so there would be no hard feelings, he got more upset and said he didn’t want to talk about it. We completed the transaction and he left.  I would like to make a not here that when Mr. [redacted] left, the refrigerator worked fine on Electric which it did not when it first came in. The LP mode will work, but the refrigerator will not cool sufficiently until the problems we found have been corrected. In closing, we are sorry Mr. [redacted] feels the way he does, but we are a business and we did not create the problems his refrigerator has and we did everything we could to help him including giving him a discount that we did not have to give. We would still be glad to help Mr. [redacted] providing he will not hold us responsible if there is damage incurred to get his refrigerator out of the RV refrigerator space by using excessive force.