Raising an Eyebrow
During Superbowl weekend, the eyebrow on our Norcold four-door fridge failed. We’d just purchased $200 worth of groceries to prepare for the long weekend. We called Ron’s Mobile RV Service, an authorized repair representative for Norcold. He determined the problem and fixed it quickly.

Because Ron had performed maintenance on the refrigerator the previous December, we were in compliance with the maintenance requirement in Norcold’s warranty. However, Norcold is willing to reimburse only around $82 for the eyebrow. We’d like to be reimbursed for the full cost of the emergency repair.
Vince and Judy Clet, Wilton, California

ACTION LINE: A petition sent to Norcold on behalf of Good Sam members Vince and Judy Clet was answered by Theresa Carriero, Norcold’s administrative assistant:
"Consumer satisfaction is most important to us. However, it’s not standard policy to reimburse the consumer directly. After a review of your letter and contacting Ron at Ron’s Mobile RV Service, Norcold has decided to forego the normal requirements and, in good faith, reimburse our cost on the eyebrow. A check in the amount of $87.26 will be sent to the Clets. We trust this will restore their faith and confidence in the good names of Thetford and Norcold."

Total Recall Refund
We own a 2002 Allegro Bay class A motorhome on a Workhorse chassis. The motorhome had 17,298 miles on it when the brakes failed. The ABS light came on, there was a burning smell from the brakes, and the brake pedal became spongy, going almost to the floor. We were able to get to Apalachee RV Center in Auburn, Georgia, in January 2009 to get our brakes repaired at a cost of $2,261.02. In May 2009, we received an interim recall notice regarding this very problem.

I’ve sent all the pertinent information to Workhorse in hopes of getting a refund, but we’ve been refused twice. In my opinion, Workhorse should honor the recall and pay for the brake repair. Can you please help?
Howard R. Emmons, Grayson, Georgia

ACTION LINE: A petition was sent to Workhorse Custom Chassis, resulting in the following response from reimbursement coordinator Debra Anderson.
"We appreciate the opportunity to review the situation regarding Mr. Emmons’ motorhome and the request for assistance with regard to the interim notification 50901-C letter. Workhorse has authorized reimbursement to Mr. Emmons in the amount of $2,261.02."

Less-Than-Ideal Repair
During a trip to California in January, Ideal RV and Trailer Supply in Redwood City replaced our gray- and black-water tanks. They also made new mounting brackets and changed many fittings.

In May, while parked at Worland Campground in Worland, Wyoming, the black-water tank fell to the ground and broke several sewer parts. The estimate for repairs was $545 for labor and $142 for parts.

We believe the mounting brackets that Ideal RV built spread apart, allowing the tank to slip out. There were no bellybands installed.

Mario Bana, Ideal’s owner, doesn’t want to cover the full repairs and offered me only $250 of the estimated $687 it’ll cost to repair the tank. We’ve called him repeatedly, but he doesn’t return our calls.

We’d like to have our fifth wheel returned to a useable state. We’re asking only for what we believe is fair. But, because we live in Montana, it’s not feasible for us to travel the 1,000 miles to Ideal RV’s California location to fix the problem.
Roger Henry, Billings, Montana

ACTION LINE: After a petition was sent on behalf of Good Sam member Roger Henry, he received a letter from Maryann Bana, Ideal RV and Trailer Supply’s customer-service manager.

"Let me start by apologizing to you for not being able to resolve your repair issue in a timely manner and to your satisfaction. Normally, Ideal RV offers a 90-day warranty on repair orders and requires that the customer bring their RV back here. I understand that it’s not possible to bring the fifth wheel back to California. It’s typically the shop’s policy not to pay for someone else to fix these types of problems. Because we can’t see the damage, we can’t be sure what caused the installation to fail. However, Mario Bana truly feels bad that you had such a negative experience on your trip. He’s offering you $400 toward the necessary repairs. This should cover more than half of the $687 of the stated cost in your letter. I hope you’ll accept this offer and that it resolves this problem to your liking."

Tire on Ice
On Thanksgiving day, our RV’s right-front tire failed because the tread separated from the casing.

I called Goodyear Tire and Rubber Company a few days later and in March sent a letter to their consumer-relations department. Receiving no response, I sent a letter to the president, and then I got a phone call from Goodyear consumer relations.

While I was attempting to get in contact with Goodyear, the road-service company agreed to hold the tire for a short time (I didn’t have storage for it). But because Goodyear took so long to reply, the company had to dispose of the tire, and Goodyear couldn’t examine it. My costs totaled $793.15.
Albert Mains, Beaumont, California

ACTION LINE: Following a petition to Goodyear Tire, Good Sam member Albert Mains received the following response from Kim Roy, a representative from Goodyear Tire and Rubber Company’s consumer relations department:
"Thank you for contacting us about your tire situation. Although we can’t change the situation, we’d like to show our concern by offering you a future product rebate of $396.57 on your next Goodyear, Kelly or Dunlop tire purchase at any authorized Goodyear retailer."

• a brief letter of explanation
• a short summary detailing your expected resolution
• your return mailing address
• if applicable, copies of receipts or other pertinent records.