Dometic Group
Reviews and Complaints

The refrigerator was installed as a replacment and hasn't worked properly since it was installed. The main door was warped and the metal coils inside the refrigerator started freezing up after 2 weeks and had to be defrosted every 2 weeks or sooner. Then it started freezing and defrosting on its own. My RV repair person contacted Dometic with the situation about the warped door and had to make several contacts to get a response. Then it started freezing inside and he brought that to their attention. I have had this refrigerator for close to 6 months and have yet to receive a new door as Dometic is giving excuses of delayed receipt of a door because it is made in Mexico. But they are able to provide refrigerators to dealers. When the freezing started the excuse was they wanted to see if the door was the problem before they replaced the refrigerator itself. My problem is I am still having to defrost it when it doesn't defrost itself and my concern tis hat other parts of the refrigerator are going to fail due to this problem. My repair company is Brute Mobile RV out of Jarrell Texas.

I will add my opinion of the "customer service" Dometic provides -- it does not exist. I have had to call in to their customer support center three times in the last month over issues with a Dometic awning and wind sensor. In addition to that I have written two emails in the last month both of which took over a week to get a response. I should say non-response because their answer did not address my issues. When I called into their support center I spent well over an hour on hold each time. The first call got me no where and the second call I talked to a nice young lady who was trying to help. That is until I heard the dreaded words, "take some pictures and email them to us." Notice I did not say email them to me because apparently Dometic makes no attempt to create service tickets. Well I had no choice so I took the images and sent them off and it has now been 8 days since I sent them.

I have been Rving over 30 years and I can say without hesitation that Dometic makes no attempt to create happy customers or keep their customers happy when issues develop. You are literally on your own. No reputable company that says they care about customer service would leave a customer waiting on the phone over an hour. None would put you back through the same ordeal if you have to follow-up on that call. There are no case numbers--they simply answer the phone if you are brave enough to wait on hold.

I do not blame the customer support personnel--it is squarely on the shoulders of management that allows such a system to exist. Their email response is epic--you will wait at least a week if not more for a response but you will get an immediate automatic reply:

"Dear Valued Dometic Customer, we are experiencing higher than normal email volume which is causing a delay in our response. We appreciate your patience as we work through this time."

RV manufacturers need to put an end to their crap by insisting that they set up a quality support system if they put Dometic equipment in the RV. I challenge any responsible manager at Dometic to reply to this email and give me and others a way to get our problems resolved.

To whom it may concern,

Please review the letter below and respond with answers on how to deal with the US branch of your company who are hiding many defective issues from their customers pertaining to the failures of the above unit and are not willing to resolve the situation or address my many concerns. They are close to committing fraud by trying to hide the many defective issues of this unit instead of repairing them or if they are not able to, then to remove this unit from the marketplace.. I believe your companies offices all over the world should be concerned by the actions of the American branch and deal with them before they damage other branches of Domestic worldwide.

I have provided copies of different emails showing some of the issues encountered in testing this unit and the US company acknowledging that there are issues but then when they realized that it could not be repaired tried to ignore these issues and my concerns and denied proper compensation for the cost of the unit, the losses in returning the second unit and additional costs that were incurred.

The Microsoft Word letter below with its attached documentation will be sent worldwide to more and more locations until there is a resolution to my satisfaction of this matter. All blogs and sites dealing with Dometic customer issues are being contacted in writing for worldwide consumption and review. The US branch has still not replaced or refunded the unit I bought which constitutes fraud on their part and will be dealt with through the Attorney General of their state.

Yours Sincerely,

To whom it may concern,

I purchased two Dometic auto refrigerator coolers Model CFX75DZW from a Canadian dealer on July 30, 2018. Immediately after opening the first box I discovered that the first unit was leaking oil and the fan motor was making a lot of noise. The second unit had one of the same issues as the first unit in that the fan motor made the same amount of noise. The second unit was returned and the dealer took off a restocking charge of $125.00 because Dometic USA refused to cover this restocking charge. The amount paid for the two units was $2, 450.00 including all taxes.

I contacted Dometic USA and told them I liked the Model CFX75DZW and to send me a replacement unit that worked. They sent an additional two units and both leaked oil. The dates they were sent were August 13, 2018 and September 27, 2018. I sent Dometic USA photos and video of the issues with all the units they sent, and asked them to test a unit that did not have these issues. The stated that they had tested the units that they replaced but when I opened the boxes both were coated with oil which I provided photos proving that they leaked.

I also spoke to Crystyl Miller Head Supervisor of Quality Control and RJ head technician for Dometic USA. Both had no answers on how to resolve the problems and tried to ignore the issues and deny any liability.

I then dealt with Judy Schutz director of customer service who took a position that they would refund part of the amount spent with a different currency that it was purchases with. I refused to accept any refund and insisted they find a unit that worked as I liked the unit because it would refrigerate and freeze at the same time and couldn't find another unit by a different manufacture that was able to do this. She refused to do this and stated she would only offer a refund but would not replace the unit.

I made it very clear to her that what I was able to conclude by her position was that all Dometic units with that model number leaked or had other issues and Dometic was trying to hide this information and therefore was afraid to provide another defective unit as they knew it would be.

This is fraud and will be dealt with by contacting the Attorney General for the state of Indiana, the Justice Department of the US Federal Government and have Dometic investigated for selling units that they know are defective. Further social media will be used to the furthest extent to provide this information worldwide in many languages to the public for them to decide if they want to do any further business with your company.

Until the time of this letter I have not received any refund of the products in Canadian dollars and based on the company's decision I will not. I made it clear that I wanted a replacement unit that worked but that has been refused numerous times. As an alternative I asked that the full refund be issued in Canadian dollars with all the additional cost that I incurred that also was refused. I am surprised that a company your size with branches all over the world hires staff that would participate in fraudulent activities. I leave it up to your management to deal with your US head office staff and do what is necessary to make sure no other customer goes through this abuse and illegal activities.

I have at my disposal more documentation that can be provided but I believe what I have sent clearly provides what has transpired and the only remedy that can be had before it becomes public. Your company has not offered a full refund in Canadian currency for the unit, the restocking charge of $125.00, the costs of returning the unit three times and the time spent trying to resolve this matter. The more time I spent trying to resolve this matter the more my costs will rise. Under State and Federal laws this is considered fraud and theft and it will be pursued on those grounds.

I will give this matter time to resolve to my satisfaction until April 15, 2019 and then start further action as stated.

Your Sincerely,

Not one to complain, but bought a new Coachmen travel trailer in June 2017. Spent maybe 25 days total in the trailer between 2017 and June 2018. August 2018 the power awning manufactured by Dometic stops operating (model# 916FT14.501UL). Note that this awning has only been operated maybe 10 times in the past year. The dealer determined that the awning likely has a bad motor, but of course not covered under warranty. Called Coachmen, they say contact Dometic. Attempted to contact Dometic customer service multiple times via online request, with zero response. Called product support and after a 15 min wait to speak to someone, I was told "well if you would have brought it in earlier maybe there was something they could have done, sorry!". The estimated cost to repair was ~$700. Dometic offered nothing... no replacement, no discount on the part, no apology, nothing. Its sad for a company like Dometic to think that this is "standing behind their products". Will think twice about purchasing anything from Dometic or any product/brand that uses Dometic as a supplier (i.e. Coachmen).

Email below sent 6/21 to Dometic. They will not cover the unit. Poor service both of our units broke within 2 years, brand new camper. Now we should pay $1027.00 for a new one. We would like a new unit installed at no cost! Please help!

We are having major issues with our Dometic AC units on our 5th wheel RV. We ordered a 2016 Sierra by Forest River 371REBH in February of 2015 for delivery April 18th to our campsite Westward HO Glenbeulah WI. We ordered from QuietWoods in Sturgeon Bay WI. The package came with 1 Dometic AC unit in the lower (living room) area. We purchased an additional Dometic unit for the bedroom when we ordered so it would be installed during manufacturing. We have had nothing but troubles with both units. Last year the unit in the lower (living room) area died on us. We had Quietwoods come out and the unit was junk. Compressor was shot and not putting out enough voltage. We were able to get that unit replaced by Dometic. This year, the 1st hot day of the season we turned on the units and the unit in the bedroom didn't work. Blew out warm air. Quietwoods came again ($100.00 service call) Same issue as the other one. The compressor shot. Only putting out 6 volts and should be 12 or 13 volts. Unit is junk! Quietwoods told us it would not be covered, said the warranty had passed and would cost us $1067.00 to replace.

This is outrageous. We spent a lot of money for a new RV and the AC units only last 1 or 2 years? And, for both of them to be junk. We hardly ever use the air conditioners. We are only there from April - October when the park closes. And, we don't have that many extreme hot days where we need to use the AC .

There has to be a quality issue going on with these units for them to both break. What can you do for us? We would like the unit replaced at no cost as it is new and hardly used. The broken unit should then be sent to your Quality department and figure out why the compressors keep breaking on these units. It was bad enough to have 1 break last year, but then to have the 2nd unit break that is unacceptable and poor quality.

Below is the information for the unit. This may help you determine if you had issues with the same manufacturing dates/serial

Manufacturing # B57915.711J0
Serial # [protected]
Product# [protected]
SKU# [protected]

Jill & John Pelnar
313 S Pershing St
Howards Grove WI
[protected] - Jill cell
[protected]- John cell

Below is the reply I received 1 week after I sent email:

Jill,

I do apologize for the frustration. The refrigerator would have came with a 2 year warranty starting from date of purchase. Due to the fact that you are 1 year and 2 months out of warranty, Dometic is not able to cover the repair under warranty at this time.

Sarah

CustomerSupportCenter
Phone [protected]
[protected]@dometic.com
Dometic North America
dometic.com

Had a leaking toilet while traveling. Had a rv repair person come out & diagnose it, which was a seal between the bowl & the stool. Dometic said they don't replace the seal they just replace the whole toilet. So rv person ordered toilet & came out to r & r. This is a 6 month old trailer & is under warranty, they will not cover the service charge or labor. What a rip off this is, what good is a warranty if they will not cover it? Even speaking with a supervisor he just kept saying we only cover 30 minutes, which doesn't cover diagnostic, how would you know what to do to it if you don't check out what the problem is? So no I am out $145. 00 dollars for something that should be covered by the company that manufactures this defective toilet. I am very disappointed that these people wont take care of their customer (me).

To start with, the portable fridge does not get very cold. Then it breaks a week after the 90 day warranty. Waste of $150. Then you try to call them about it, spend 13 minutes either on hold or being transferred 3 times only to be sent to a voicemail. Customer service... Very shoddy. Will never purchase dometic products again. Overpriced and break right after the warranty ends. Might as well throw your money in the garbage.

I have a 2013 5th wheel that came with a non-working Dometic AC. After several months of service calls they finally declared the compressor was bad and gave me a new one in March of 2014. Within 6 weekend uses the new one wasn't cooling either. But since it has been in storage for the winter months we didn't know it wasn't working. Family vacation this summer and we have another new AC at the cost of 200 deductible. Dometic needs to stand behind their products. Our RV repairman said we were his 5th customer of the weekend to have their Dometic AC go bad. Bad run or China made products. We will see if Dometic will reimburse me for the $200 I'm out.

I bout a used 1997 5th wheel in May of 2015. It had a RM 2852 Dometic refrigerator. We had no idea they had been recalled, as they didn't have our serial number on their list and the previous owners had not received a notice. We had my granddaughter and her husband coming for the Christmas Holidays, so we set the 5th Wheel up for them to stay in. The refrigerator caught fire and totaled the 5th Wheel. ( Thank heavens they were not in it yet.)
I called the Dometic Corp. Recall center in January, after sending all the information they asked for, I was told to leave the RV, as is, until they sent some one to look at it. So it is still sitting in our yard tarpped. That was over four months ago. I just received a call from their insurance company telling me that because of a statute in our state, that says if the refrigerator is over 10 year old, they are not responsible. Even though it is with their recall years. I had someone check the statute. I was told that this did no apply to our case, because Dometic initiated the recall and included our year.

We purchased a new 5th Wheel 2/12/2011 and have had a Dometic Refrigerator that would not work It retailed for 2600.00 and how the got that high price no one knows. The dealership wanted to test it and to test it again, per Dometic instructions, with no results. Its 4/21 and its still not working, freezer doesn't get cold enough to make ice let alone keep ice cream frozen and the refrigerator temp goes up and down sometimes as high as 50 degrees. Yet the unit is on back order. We are very frustrated to say the least. We have had Dometic products for many years and have always had cooperation from the company if there were any problems at all. It's time that this unit gets replaced and we get the working product we paid plenty for.

I purchased a 2010 Winnebago Via with a Dometic refrigerator which according to Winnebago was specially designed for this motor home (I doubt that). The unit has a fan "whine" that runs almost 24 hours a day, off and on. Also the freezer frosts over and the temperature drops in the refrigerator portion and food spoils unless you defrost frequently. This last trip it was weekly and I wound up throwing out some food due to spoilage. Dometic says that "the unit was not designed for long term use, afterall people don't live in RV's" and that the reason it frosts up is due to the thin seal on the freezer door. They now refuse to deal with me as I have asked Winneabago to handle it under the warranty. If I knew that I could find a two door unit that would fit without drastic modification I would buy a new one. Oh, one more thing. When you are on the road and purchase something to go in the freezer you must open the slide almost all the way to gain access as it has a single door and the freezer door inside the unit will not open without the slide out.

Dometic Air conditioner lasted 6 months into warrantee, the refrigerator lasted 8 months into the 3 year warrantee. Motor home used only 2 months during that time. Motor home had less than 1000 miles on the odometer. Motor home manufactured by Forest River. Forest River or Dometic will back up the 3 year warrantee because I am a second owner. This is a rip off. Can they get away with this?