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Old 07-25-2012, 09:01 AM   #1
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Warranty work

I took my 2011 excel to Fretz RV in Souderton,pa. I wanted them to check why my toilet was not holding water and I am getting water on the floor in the back of the toilet. I also have bubbles on my slide out roof in my bedroom. Fretz rv told me there is nothing wrong with my toilet, just put Vaseline on the flap so it closes. No water was found to be leaking. They also told me bubbles are natural to have on your roof. After all is done they are charging me $50.00 to look at this. The toilet still is not working properly and I guess the roof is ok with bubbles. I should not have to pay for anything covered with the warranty. I will stay away from Fretz RV. If u buy a new car and take it in to be checked, they don't charge you. I am very disappointed in how they handled this.
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Old 07-25-2012, 09:55 AM   #2
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Quote:
Originally Posted by Donnyhosh View Post
I took my 2011 excel to Fretz RV in Souderton,pa. I wanted them to check why my toilet was not holding water and I am getting water on the floor in the back of the toilet. I also have bubbles on my slide out roof in my bedroom. Fretz rv told me there is nothing wrong with my toilet, just put Vaseline on the flap so it closes. No water was found to be leaking. They also told me bubbles are natural to have on your roof. After all is done they are charging me $50.00 to look at this. The toilet still is not working properly and I guess the roof is ok with bubbles. I should not have to pay for anything covered with the warranty. I will stay away from Fretz RV. If u buy a new car and take it in to be checked, they don't charge you. I am very disappointed in how they handled this.
Hi Donny,

Smaller bubbles in the slide out roofs are normal. Putting vaseline on the toilet bowl blade seal is not a long term fix (if you temporary want to fix it use silicone plumbers waterproof grease). I've posted numerous times on this site the correction of your issue. Here's the long term fix in a nut shell.

*Replace the seal (Thetford part #34120)
*Also use cleaners like spray Scrubby Bubbles
*Never use caustic cleaner in your bowl
*Lube seal once a month with Thetford Seal Conditioner (RV parts store/CW)
*If stored (winterized), use the conditioner in the bowl
*Never put a toilet brush down the throat of the toilet as it damages the Teflon coating on the seal.

Replacing the seal is an easy job.

Do this and I'll promise at least a good 5 years (FTing) of service before the seal needs to be replaced again. This info comes with my 7+ years of FTing experience with Thetford toilets and rebuilding my own and others. rockin

On Edit: I missed the part of the leaking water behind the toilet. Maybe a water valve. Make sure your water pressure going into rig is below 60 PSI. The water valve is a fairly weak area on Thetford toilets (my opinion). The usually leak when the pedal is depressed. I keep a spare just in case.....part number $34100. rockin'
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Old 07-25-2012, 11:04 AM   #3
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I have spoken with Don and with Steve Fretz (Owner of Fretz RV). This issue appears to be one of those where there is no villen. Fretz service called Ralph, our assistant CSM and explained that there really was no warranty issue. Small air bubbles under EPDM is a normal issue and apparantly, Fretz could not replicate the leaking toilet while at their dealership. So they cleaned the seal. Then, Don told me the toilet began leaking once again when he got it home.

No warranty claim was filed. (And rightfully so). Fretz worked on the unit for an hour and billed for 1/2 hr.

I don't want to take sides. Don is a wonderful customer and has always had a great attitude when dealing with us.

Fretz RV is a real "Class Act" and have a solid reputation for great customer service. They have been in business as long as Peterson Industries has. Carl, Pat, and Steve are very caring owners.

After speaking with Don AND Steve, I believe we've found some common ground and I don't feel Fretz RV deserves to have their reputation blemished over such a small issue.


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Old 07-25-2012, 11:59 AM   #4
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Quote:
Originally Posted by Donnyhosh View Post
I took my 2011 excel to Fretz RV in Souderton,pa. I wanted them to check why my toilet was not holding water and I am getting water on the floor in the back of the toilet. I also have bubbles on my slide out roof in my bedroom. Fretz rv told me there is nothing wrong with my toilet, just put Vaseline on the flap so it closes. No water was found to be leaking. They also told me bubbles are natural to have on your roof. After all is done they are charging me $50.00 to look at this. The toilet still is not working properly and I guess the roof is ok with bubbles. I should not have to pay for anything covered with the warranty. I will stay away from Fretz RV. If u buy a new car and take it in to be checked, they don't charge you. I am very disappointed in how they handled this.
Donny,
I am sorry to hear you were not satisfied with your most recent service experience with us.

We diagnosed the issues you had with your trailer as you requested. We cleaned and lubricated your toilet flapper, and then demonstrated the toilet operation showing no leaks. While you were here we also inspected the slide room roof and dinette slide room operation at no charge to you. Per your request, our service department called Excel to request warranty assistance for your toilet repair. Since there was no failure of any component, the repair was considered maintenance (like changing the oil in your car). You had also called Excel yourself to confirm. You left our dealership refusing to pay for the service work.

I have since called Excel and spoken to Bryan, who has agreed to cover your repairs as a "good will" gesture.
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Old 07-25-2012, 12:06 PM   #5
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Sounds like a reasonable resolution.
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Old 07-25-2012, 12:14 PM   #6
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Originally Posted by pagosajoe View Post
Sounds like a reasonable resolution.
Not really, the manufacturer paid for something that's the customers responsibility.
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Old 07-25-2012, 03:31 PM   #7
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Well, first off I'd like to welcome FretzRV to the forum...it's to bad you had to come to us under these circumstances.

Quote:
Originally Posted by Mr_D View Post
Not really, the manufacturer paid for something that's the customers responsibility.
Actually, I have to agree with you on this one. But, also from a business perspective this is a very good example why maybe PI has been in business for this many year's. I can tell you that PI has helped me with any warranty issue's that I have had...... a lot more than $50.00 worth. If, not for their help I would have walked away and bought SOB. I can almost guarantee you my next unit will be an Excel because of the after sales service. This means more to me than the sale itself.

Personally, Donny you would be better served to take this stuff up behind the scenes IMHO. You brought the dealer and manufacture here to defend themselves over $50.00..... I wish you the best in the future if you need help from this dealer. I find that the internet and public forums can be great tool's but always ask yourself when typing out your post will this post help or hinder me....I always ask this question of myself before hitting the reply or post button.
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Old 07-25-2012, 05:16 PM   #8
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Nobody cleaned the flap or lubricated it. I was told how to do it. Thanks for the info Rock. I love my excel and the help I get from the factory is first class.
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Old 07-25-2012, 05:30 PM   #9
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Our rig is 10 years 1 month old as of tomorrow. I have yet to need to replace or even lube the seal. The only time the water has leaked out was due to some TP caught in the seal groove. When I drain the black tank I put about 4 bowls of water in then one with the toilet chemicals in it. The chemical contains coconut or palm oil (as I remember). When stored for the winter I keep water in the bowl (heat in the rig too).
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Old 07-25-2012, 05:42 PM   #10
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Thanks for the info Mr D. I will take your advice. Have a great day!
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Old 07-26-2012, 06:08 AM   #11
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Originally Posted by RickS View Post
But, also from a business perspective this is a very good example why maybe PI has been in business for this many year's. I can tell you that PI has helped me with any warranty issue's that I have had...... a lot more than $50.00 worth. If, not for their help I would have walked away and bought SOB. I can almost guarantee you my next unit will be an Excel because of the after sales service. This means more to me than the sale itself.
I probably should just leave this thread alone as I have no knowledge and nothing to add about what went in on this specific case other than it sounds as if its been satisfactorly resolved.

However, the above comment struck me as ironic as I had just said essentially the same thing on a different forum in response to someone considering an Excel and wanting feedback.

We got the "new rig bug", and began looking at trading in our 2008 Excel. We essentially narrowed our short list down to three manufacturers in our price range, who built what we felt would hold up to our FT lifestyle. NuWA, DRV, and Peterson Industries. We looked at different models, visited the NuWa factory(which we hadn't done before) and kicked a lot of tires. We ended up getting another Excel.

We liked things about all, and I think they probably all three are well built rigs. But one thing pushed us back to Excel and it was the after sale service we had experienced with our 08. It wasn't that we didn't have any problems, we did. But if you spend any time on-line looking at RV discussions, you quickly discover "the perfect rig still doesn't exist" (one can only wish).

However, PI always seemed to be willing to deal with any issues we had. And one facet of their customer service that from what I read seems to be the exception rather than the rule, they actually have reps, that you can call directly and talk with, or get a call back, usually with-in the hour.

And even this is not to say that the other two manufactures we looked at don't provide the same kind of service. They might. But we knew what existed with PI. This new rig is our fifth RV, and we had never experience the kind of "after sale" service from the manufacture that we did with PI. So we decided to stay with what we knew.

Sorry if this got a little long and rambling. But I do know that by definition, the problems are what get written about on the forums, as people don't generally post for help if they don't have a problem. So once in awhile, just being able to reference the positive experiences one has had seems like a worthwhile endeavor.
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Old 07-26-2012, 10:56 AM   #12
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Originally Posted by bigmichael View Post
I probably should just leave this thread alone as I have no knowledge and nothing to add about what went in on this specific case other than it sounds as if its been satisfactorly resolved.

However, the above comment struck me as ironic as I had just said essentially the same thing on a different forum in response to someone considering an Excel and wanting feedback.

We got the "new rig bug", and began looking at trading in our 2008 Excel. We essentially narrowed our short list down to three manufacturers in our price range, who built what we felt would hold up to our FT lifestyle. NuWA, DRV, and Peterson Industries. We looked at different models, visited the NuWa factory(which we hadn't done before) and kicked a lot of tires. We ended up getting another Excel.

We liked things about all, and I think they probably all three are well built rigs. But one thing pushed us back to Excel and it was the after sale service we had experienced with our 08. It wasn't that we didn't have any problems, we did. But if you spend any time on-line looking at RV discussions, you quickly discover "the perfect rig still doesn't exist" (one can only wish).

However, PI always seemed to be willing to deal with any issues we had. And one facet of their customer service that from what I read seems to be the exception rather than the rule, they actually have reps, that you can call directly and talk with, or get a call back, usually with-in the hour.

And even this is not to say that the other two manufactures we looked at don't provide the same kind of service. They might. But we knew what existed with PI. This new rig is our fifth RV, and we had never experience the kind of "after sale" service from the manufacture that we did with PI. So we decided to stay with what we knew.

Sorry if this got a little long and rambling. But I do know that by definition, the problems are what get written about on the forums, as people don't generally post for help if they don't have a problem. So once in awhile, just being able to reference the positive experiences one has had seems like a worthwhile endeavor.
We have been in the RV business for over 45 years. In that time, we have seen many manufacturers go out of business. Our experience has also shown us that the quality and service offered by Peterson Industries is hard to come by. Our dealership is proud to represent an outstanding product like Excel, and we find comfort in knowing the "after the sale" service for our customers from Excel will also be outstanding. The bottom line is, if you own an Excel fifth wheel you have made a wise decision.
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Old 07-26-2012, 04:46 PM   #13
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I was actually at Smith Center standing next to Ralph when Bryan, the President of Excel, called Ralph and asked in detail about this matter.

I believe that the reason that Bryan became involved in a $50 toilet seal warranty issue, was not to defend Excel or Peterson Industries from a $50 warranty claim. Rather, I believe Bryan became involved to ensure that the integrity of Excel and its dealer customer partners as pertains to its committment ot its customers, was being properly upheld - that this issue was handled correctly and fairly.

When you have the President of the Company investigating a service $50.00 claim to make sure it is being handled right, you have a genuinely caring company.

In this case Bryan protected the reputation of Excel and his partners by getting the facts and, despite this being a "no fault" situation, he covered the cost to keep the customer happy.

Outstanding committement and involvement by the most senior management.
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Old 08-01-2012, 11:04 AM   #14
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water behind toilet-we have the spray hose thing-more than once I've found "puddles" & finally chased it down to that. The lever stuck or there was just plain ole water dribble. For cleaning-I use the clorex disinfect wipes-U can get really inside the whole thing-use your imagination-of course don't put the wipe down the toilet-not my favorite job.
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