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Old 12-22-2004, 11:20 AM   #1
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When I was in Portland, Oregon, I noticed I had a leak in my bathroom and that my ice maker was dripping ice down the side of the ice bin. The park manager recommended Mobile RV Technical Services. They advertise as being RVDA-RVIA Certified Technicians and a warranty authorized service center for Norcold.

The first time Dana came out was on October 28. I remember being impressed that he took me outside, opened the panel and showed me how the drain hose coming from the refrigerator worked, checking to make sure it was not plugged up. Finding no problem there, he removed the icemaker and made an adjustment to it. He fixed the leak in the bathroom and the charge for that visit was $100 ($35 trip charge and $65 per hour with a one hour minimum). At that point, I was happy to have my repairs done without having to take the house to a dealer.

Because I hadn't been using ice, it was almost 2 weeks before I noticed that the icemaker was still dripping large icicles down the side of the bin. When I called them back, Dana said that he only had a couple of days before he was on his way out of town for a recertification course, but he would try to fit me in. I couldn't take off work and wait all day not knowing when he could come, but he said he would check out something via the outside panel to see if he could determine anything that way.

When he called me back, he said he found a leak in the solenoid valve that if left that way, would eventually leak water into the kitchen. He said he replaced a washer and that seemed to fix the problem. When I got home, I looked and could see water dripping steadily from the connection. Since he had showed me inside that panel during his first visit, I knew it hadn't been leaking at that time and didn't know if that had anything to do with the icemaker or not. I called him back, and he said it wasn't leaking when he left, and that I should try tightening the connection. I did, and that didn't work.

I asked him to figure out when he could come by to fix the icemaker once and for all and to call me back. He never did call before he left for the course. When I called the office, Maria said she would have Dana call me when he had time from the classes. He recommended that I go to an RV store and buy a solenoid valve and he would "talk me through" replacing it. Not being comfortable with this suggestion, I decided to postpone my departure from Portland until he could complete the repairs. Meanwhile, I was going outside 3 times a day to empty the cup I put to catch the leaking water.

When I called the office to make the appointment, Maria said although Dana was returning on the 2nd, the soonest she could book me was December 13. I argued that my return visit should have priority, but she said the leak outside was a new problem and that I shouldn't have waited 2 weeks to report that the first repair hadn't been successful. I still thought it was strange that I hadn't seen any sign of leak when Dana first showed me the inside of the panel, and I suspected that whatever adjustment he made out there on his return visit caused that leak. Of course, I couldn't prove that, and still hoped that when he came out on the 13th, all would be repaired at that time.

On that day, he fixed the leak from the outside panel by simply taking off the connection and repositioning the washer. He again removed the icemaker, made an adjustment, and replaced it. Presented with another bill for $102, I told him I thought I should get a discount for the second visit since it was necessitated by the icemaker problem not being fixed right the first time. But I would pay it if he would look at the electrical connection from my tow to the RV as I had noticed the brake lights didn't work on the car anymore when it was being towed. He tightened that connection and the total visit was still within the one hour minimum.

Having learned my lesson, I checked the icemaker the next morning, Dec. 14. This time, no leak but no ice either. When I called Maria to report this, I expressed my dissatisfaction with the way this whole thing had been handled, and that I was leaving town on Saturday the 18th and I needed the problem fixed or my money refunded for the second visit. She responded, "We have made progress, haven't we? The outside leak was fixed and he worked on my electrical problem, which wasn't contracted for originally." Arguing that I had paid for all of his time, she said that when you take your RV to a dealer, they have all day to check things out, but a mobile tech doesn't. I asked if that absolved them from not returning when the work is not done correctly the first time and if so, they should warn their customers of that fact rather than stressing the convenience of a mobile tech.

Dana did return on the 15th, made another adjustment and the next morning I had ice, but still had the icicle leak. The next day, I called Dana directly as I didn't want to deal with Maria's rudeness any longer. He said he was on the other side of town and couldn't get to me that day. He recommended I take off the screws from the icemaker and tilt it to the right, away from the leak. I told him I paid him to fix the problem, not to be told how to try to do it myself, so I just asked him to come out the next day. That day he called twice to say he would make it out before 5:00, then before I was leaving at 7:00, but he never showed up and never called again.

I had to leave Portland on the 18th, and was pretty much shocked at their total lack of care for their customers or for making sure the work they perform is done correctly.

I am sending a copy of this letter to them, asking for a refund of the second trip charge of $102 since I still have to find someone to fix my icemaker problem. I am also copying Norcold, the RV park that recommended them, and Camping World, where he received his training.

No matter the outcome, I wanted to warn my fellow RVers about my experience with this company.
Malia Lane
www.MaliasRV.com
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Old 12-22-2004, 11:20 AM   #2
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When I was in Portland, Oregon, I noticed I had a leak in my bathroom and that my ice maker was dripping ice down the side of the ice bin. The park manager recommended Mobile RV Technical Services. They advertise as being RVDA-RVIA Certified Technicians and a warranty authorized service center for Norcold.

The first time Dana came out was on October 28. I remember being impressed that he took me outside, opened the panel and showed me how the drain hose coming from the refrigerator worked, checking to make sure it was not plugged up. Finding no problem there, he removed the icemaker and made an adjustment to it. He fixed the leak in the bathroom and the charge for that visit was $100 ($35 trip charge and $65 per hour with a one hour minimum). At that point, I was happy to have my repairs done without having to take the house to a dealer.

Because I hadn't been using ice, it was almost 2 weeks before I noticed that the icemaker was still dripping large icicles down the side of the bin. When I called them back, Dana said that he only had a couple of days before he was on his way out of town for a recertification course, but he would try to fit me in. I couldn't take off work and wait all day not knowing when he could come, but he said he would check out something via the outside panel to see if he could determine anything that way.

When he called me back, he said he found a leak in the solenoid valve that if left that way, would eventually leak water into the kitchen. He said he replaced a washer and that seemed to fix the problem. When I got home, I looked and could see water dripping steadily from the connection. Since he had showed me inside that panel during his first visit, I knew it hadn't been leaking at that time and didn't know if that had anything to do with the icemaker or not. I called him back, and he said it wasn't leaking when he left, and that I should try tightening the connection. I did, and that didn't work.

I asked him to figure out when he could come by to fix the icemaker once and for all and to call me back. He never did call before he left for the course. When I called the office, Maria said she would have Dana call me when he had time from the classes. He recommended that I go to an RV store and buy a solenoid valve and he would "talk me through" replacing it. Not being comfortable with this suggestion, I decided to postpone my departure from Portland until he could complete the repairs. Meanwhile, I was going outside 3 times a day to empty the cup I put to catch the leaking water.

When I called the office to make the appointment, Maria said although Dana was returning on the 2nd, the soonest she could book me was December 13. I argued that my return visit should have priority, but she said the leak outside was a new problem and that I shouldn't have waited 2 weeks to report that the first repair hadn't been successful. I still thought it was strange that I hadn't seen any sign of leak when Dana first showed me the inside of the panel, and I suspected that whatever adjustment he made out there on his return visit caused that leak. Of course, I couldn't prove that, and still hoped that when he came out on the 13th, all would be repaired at that time.

On that day, he fixed the leak from the outside panel by simply taking off the connection and repositioning the washer. He again removed the icemaker, made an adjustment, and replaced it. Presented with another bill for $102, I told him I thought I should get a discount for the second visit since it was necessitated by the icemaker problem not being fixed right the first time. But I would pay it if he would look at the electrical connection from my tow to the RV as I had noticed the brake lights didn't work on the car anymore when it was being towed. He tightened that connection and the total visit was still within the one hour minimum.

Having learned my lesson, I checked the icemaker the next morning, Dec. 14. This time, no leak but no ice either. When I called Maria to report this, I expressed my dissatisfaction with the way this whole thing had been handled, and that I was leaving town on Saturday the 18th and I needed the problem fixed or my money refunded for the second visit. She responded, "We have made progress, haven't we? The outside leak was fixed and he worked on my electrical problem, which wasn't contracted for originally." Arguing that I had paid for all of his time, she said that when you take your RV to a dealer, they have all day to check things out, but a mobile tech doesn't. I asked if that absolved them from not returning when the work is not done correctly the first time and if so, they should warn their customers of that fact rather than stressing the convenience of a mobile tech.

Dana did return on the 15th, made another adjustment and the next morning I had ice, but still had the icicle leak. The next day, I called Dana directly as I didn't want to deal with Maria's rudeness any longer. He said he was on the other side of town and couldn't get to me that day. He recommended I take off the screws from the icemaker and tilt it to the right, away from the leak. I told him I paid him to fix the problem, not to be told how to try to do it myself, so I just asked him to come out the next day. That day he called twice to say he would make it out before 5:00, then before I was leaving at 7:00, but he never showed up and never called again.

I had to leave Portland on the 18th, and was pretty much shocked at their total lack of care for their customers or for making sure the work they perform is done correctly.

I am sending a copy of this letter to them, asking for a refund of the second trip charge of $102 since I still have to find someone to fix my icemaker problem. I am also copying Norcold, the RV park that recommended them, and Camping World, where he received his training.

No matter the outcome, I wanted to warn my fellow RVers about my experience with this company.
Malia Lane
www.MaliasRV.com
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Old 12-22-2004, 11:39 AM   #3
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After reading your post, I tend to side with the Mobile RV service. Altho I've never used them or know anyone who did, I think they're getting unfairly bashed with your lengthy thread.
These techs come out and make repairs at your house to the best of their knowledge and ability, and in the minimum time practical. Would you have preferred that he wait around for three hours till your icemaker got cold again? Understand too that he fixed your bathroom leak and toad brake lights which were not on his original agenda.
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Old 12-22-2004, 12:03 PM   #4
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<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by Malia:
No matter the outcome, I wanted to warn my fellow RVers about my experience with this company. <HR></BLOCKQUOTE>Thank you. I'm sure that if given a bit more time the problem would have been fixed.

As troth suggested waiting for the ice maker to cycle would have been uneconomical. I'm sure the problem would have been fixed if the RV was left at a service center for the day while they cycled and observed the icemaker.
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Old 12-22-2004, 12:29 PM   #5
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Hi guys,

I certainly appreciate your perspective and my post was so lengthy so as to give adequate details of the time line involved. Given that the first visit was October 28, with 2 more return visits and then the no-show on December 17, I believe I gave them enough time to resolve the original problem I called them about with adequate time for cycling, etc. Yes, they fixed the bathroom leak and the toad light, and that was why I didn't dispute the first charge because I did receive one hour of service. But not only did they not fix one of the original problems, the attitude they displayed, especially by not even showing up for the last call, I feel warrants a refund for the second visit.

I did not post this to be vindictive but informative and apparently not everyone will agree with me, and while I understand your position, I stand by mine.

Best regards,
Malia
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Old 12-22-2004, 04:58 PM   #6
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It's easy for others to make light of your disappoitment, it wasn't their hard earned money that was spent on a half--- job. All the certifications in the world doesn't guaranty a job done right. I've had my coach back to the factory for service/replacement of the by-pass valve in the winterizer system. Now keep in mind, these are suppose to be the best, factory certified mechanics/technicians; so what happens, he never checked his work and the system leaked worse then before.

I don't think we're being unreasonable to expect the high priced work to be done right the first time, and if there is a problem, they should make it right or refund our money and pay us for wasting our time. It's seems there's no consequences for their actions when they error, other then charging us again for a job they didn't do right the first time.

I'm with you on this, "hang-um high when you hang-um so we all can see".

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Old 12-22-2004, 05:07 PM   #7
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Thanks Malia for your informative contribution. If I've learned one thing from your post, it is the fact that I probably don't want to ever be hassled with an RV ice maker

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Old 12-22-2004, 09:46 PM   #8
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Hi Tomcat,

Thanks for the kind words of support. It's nice to find someone who agrees with me, but even those that didn't at least were polite on this forum. On another one, I was chastised for having a temper tantrum by posting on 3 forums that I cared about, called "the customer from heck" and told I demanded too much. Oh well, we're all entitled to our opinions and to learn from our own experiences, right?

And George, I think you're right about the icemaker. I hadn't thought about it until you said it, but I think what I'll do is have it removed. I can buy ice when I need it easier and cheaper than this is turning out to be.

Thanks!
Malia
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Old 12-23-2004, 02:44 AM   #9
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Malia, Sorry to hear of all the trouble you have gone through over this ice maker situation. What needed to be done on the ice maker from the very beginning was to have the water valve replaced. I know this from 25 years experience in this field. I hope that you can get some satisfaction over the matter. If I can be of any help in the future feel free to ask.
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Old 12-23-2004, 03:16 AM   #10
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<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR>Originally posted by RV Wizard:
If I can be of any help in the future feel free to ask. <HR></BLOCKQUOTE>That's because you're the best there is and you're always willing to go the extra step with the members.
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Old 12-23-2004, 04:24 AM   #11
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Malia,

I'm with you on this too.

You received poor, inefficient service along with rude treatment and are certainly within your rights to voice a complaint. A businesses that fails to arrive when they promise or even offer an explanation of why they were unable to do so aren't deserving of our patronage.

The rationale that RV'rs should expect and receive less from a mobile tech is absurd, the standards of service provided by a mobile or an on site tech should be to earn our satisfaction and to complete the job properly the first time.

In those exceptional instances where a recall is required, we shouldn't have to be told to fix it ourselves, be spoken to by rude office personnel, or have the tech promise to arrive and then not even show up.

IMHO, you received poor service and were rebuffed when you attempted to have it brought to a satisfactory resolution. If RVrs are going to accept this type of poor service and continue to criticize those who complain about it, the RV repair service will deteriorate to a lower level than it is today.
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Old 12-23-2004, 05:08 AM   #12
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I have to admit that it's always a tough situation for field service to come up with the same caliber work that can be done in a shop. That, coupled with the service tech's lack of experience in this area lead to a more complicated repair. The solenoid valve problem should have been detected the first time but wasn't. While they did make an effort to perform a few other services for you under the minimum labor they pretty much fell down on the customer service end of things.

It's not your fault that the service tech had to spend excessive time guessing at solutions to your problem so they should not be chargeing you for all of his education. They should just charge you for what it would have taken to fix it right the first time instead of providing rude telephone service and giving you even more delays. You may want to send this info to Motorhome Magazine. They seem to get pretty good results when they interceed.
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Old 12-23-2004, 05:27 AM   #13
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Your problems reminded me of our fiasco in getting a small leak fixed on our slide ...
Just so you don't feel you were the only ones out there taken by an RV dealer/service company -
http://www.desoto.net/users/ed-andrea/slide/
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Old 12-23-2004, 11:08 AM   #14
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Mike, like DriVer said, I've always been impressed with your openness and willingness to help. I haven't been active on the boards except when I've been in one place long enough to have a phone hookup for internet, but now that I have Direcway, I'm excited about being able to keep up better with the RV community here.

Because I'm intent on staying a full-timer as long as I possibly can, I'm considering taking the courses through Camping World's institute so that I have at least a better understanding of the workings of my home. As a solo woman, I hate to think so, but do believe I am more likely to get taken advantage of due to my ignorance. I think I'm intelligent and capable enough to learn a lot there, but am curious to know what you think of the idea and the school itself. I have to say I'm not too impressed with one of their graduates, though!

The icemaker continues to produce ice, but I wonder if the icicles it produces down the side of the bin is a problem and if I should just turn it off for the time being. I met a great couple from Ashland who will be back here next week and they know a good repair service that I will take it to. I know there are variables, but do you have a ballpark idea how much it should cost to replace the water valve?

And Hitchhiker, I do appreciate your sympathy, but I wasn't even upset that they didn't fix the icemaker right the first time. I understand the concept of having to wait until it cycles, etc. I just think their attitude was wrong when they made no real effort to complete the work or to make an adjustment to the bill.

And Cruzer, there never was a problem with the solenoid valve. He suggested I go buy one and replace it myself when he was out of town. I declined to do that. When he returned on the second visit, all he did was unhook the hose and rehook it, so I think he didn't seat it right to begin with when he first removed it.

And Fiver, goodness gracious! When I read about your fiasco I felt blessed to have such a minor problem as I do. Thanks for sharing - I'd love to hear of the resolution or the current status.

OK, enough for now - I've gotta get back to work on uploading my web page. I love having satellite, but it really is slow on the upload phase!

Best regards to you all,
Malia
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