Claim Detail

Test refer for operation. Turned on gas operation and run. After running refer for 48 hours on max setting, the freezer got down to 10 degrees ,but the refer only got down to 48 degrees. The fans all work but the refer didn't get cool enough. The cooling unit may have blockage or not enough refridgerante. Needs new refer. Done. 1000 DEFECT FROM MANUFACTURER. Due to an engineering oversight the fridge cant be removed with the slide out in the unit. The slide out will have to be completely removed and then the fridge can be removed and then I can replace the cooling unit. The manufacturer said i can do it by removing the island so i removed the drawers and the customer's belongings from the island, disconnected the water lines and cut the drain pipe. I pulled the screws out of the base, disconnected the wireing and had jamie and joe help me lift the island off the Continued on page 2 PAGE 2 Work Order : 12436 ****************************************************************************** Job # Description JOB INFORMATION Type Bill To ****************************************************************************** base. I pulled the screws out of the base and removed that as well. I laid paneling and foam on the ground and laid the fridge down. I cant remove the island and due to the layout of the unit i have almost zero space around the fridge. I disconnected everything on the old cooling unit, got jamie and joe and they helped me lift it off the fridge and out of the unit. I scraped all of the old thermomastic off the fridge, transferred the burner box, heating elements and i covered the coils in thermomastic. Jamie and joe helped me get the new cooling unit in place, we partially got it secured and we stood it up to get the screws on the inside. Trying to get the cooling unit lined up properly was a chore because it does not move as easily as they say it does. Eventually we got it in place, we laid the fridge back down and i hooked everything back up. I filled the gaps around the cooling unit with the supplied expanding foam. While the foam was drying i zip tied all the wires. After the foam dried im supposed to stand the unit back up, put a level on the fins and make sure its level. The cooling unit isnt level so i had to remove the screws holding the cooling unit on the back of the fridge and i had to shift the whole unit to get it to sit level. I removed the wood shroud by the top vent and installed the supplied fan kit. I got some help and put the fridge back in the hole and let it stand upright for over 24 hours. I hooked everything back up, turned the fridge on and it instantly started throwing an L1 op code which is the high limit switch. I checked continuity on the switch to make sure its good and it is. According to the instructions the new cooling unit doesnt need the recall kit for the high limit switch so i didnt re install it. Just to make sure that wasnt the issue i re installed it and the code didn't go away. I called the cooling units Continued on page 3 PAGE 3 Work Order : 12436 manufacturer on Tuesday and they're closed till Wednesday and the unit has to be taken in for the welding and generator repair so i secured the fridge for travel, swept the floor and closed it up. I got in contact with the cooling unit manufacturer and they said that after the recall is removed the connections on the board need a jumper wire. I made a jumper wire, turned the fridge on and both the gas and electric portions are operating. I put a thermometer in a glass of water and set it inside the fridge and let it run. I checked it the fillowing day and its at 38 degrees. I secured the fridge and closed it up. The generator guys brought a lot of dirt into the unit so i swept it out again.

partial-match • confidence 0.46

Test refer for operation. Turned on gas operation and run. After running refer for 48 hours on max setting, the freezer got down to 10 degrees ,but the refer only got down to 48 degrees. The fans all work but the refer didn't get cool enough. The cooling unit may have blockage or not enough refridgerante. Needs new refer. Done. 1000 DEFECT FROM MANUFACTURER. Due to an engineering oversight the fridge cant be removed with the slide out in the unit. The slide out will have to be completely removed and then the fridge can be removed and then I can replace the cooling unit. The manufacturer said i can do it by removing the island so i removed the drawers and the customer's belongings from the island, disconnected the water lines and cut the drain pipe. I pulled the screws out of the base, disconnected the wireing and had jamie and joe help me lift the island off the Continued on page 2 PAGE 2 Work Order : 12436 ****************************************************************************** Job # Description JOB INFORMATION Type Bill To ****************************************************************************** base. I pulled the screws out of the base and removed that as well. I laid paneling and foam on the ground and laid the fridge down. I cant remove the island and due to the layout of the unit i have almost zero space around the fridge. I disconnected everything on the old cooling unit, got jamie and joe and they helped me lift it off the fridge and out of the unit. I scraped all of the old thermomastic off the fridge, transferred the burner box, heating elements and i covered the coils in thermomastic. Jamie and joe helped me get the new cooling unit in place, we partially got it secured and we stood it up to get the screws on the inside. Trying to get the cooling unit lined up properly was a chore because it does not move as easily as they say it does. Eventually we got it in place, we laid the fridge back down and i hooked everything back up. I filled the gaps around the cooling unit with the supplied expanding foam. While the foam was drying i zip tied all the wires. After the foam dried im supposed to stand the unit back up, put a level on the fins and make sure its level. The cooling unit isnt level so i had to remove the screws holding the cooling unit on the back of the fridge and i had to shift the whole unit to get it to sit level. I removed the wood shroud by the top vent and installed the supplied fan kit. I got some help and put the fridge back in the hole and let it stand upright for over 24 hours. I hooked everything back up, turned the fridge on and it instantly started throwing an L1 op code which is the high limit switch. I checked continuity on the switch to make sure its good and it is. According to the instructions the new cooling unit doesnt need the recall kit for the high limit switch so i didnt re install it. Just to make sure that wasnt the issue i re installed it and the code didn't go away. I called the cooling units Continued on page 3 PAGE 3 Work Order : 12436 manufacturer on Tuesday and they're closed till Wednesday and the unit has to be taken in for the welding and generator repair so i secured the fridge for travel, swept the floor and closed it up. I got in contact with the cooling unit manufacturer and they said that after the recall is removed the connections on the board need a jumper wire. I made a jumper wire, turned the fridge on and both the gas and electric portions are operating. I put a thermometer in a glass of water and set it inside the fridge and let it run. I checked it the fillowing day and its at 38 degrees. I secured the fridge and closed it up. The generator guys brought a lot of dirt into the unit so i swept it out again.

partial-match • confidence 0.46

...

partial-match • confidence 0.63

WARRANTY REPAIR 3 - KITCHEN SLIDE IS NOT W 1020 GRAND COMING IN AND OUT EVENLY. LEAVING GAPPING AROUND THE EDGES.

partial-match • confidence 0.71

Test kitchen slide. Customer states it leaves a gap.

partial-match • confidence 0.71

Made a small adjustment to slideout ram. Slideout is as far that can be adjusted.

partial-match • confidence 0.71

....

partial-match • confidence 0.63

processor • Jul 31, 2025, 12:22 PM

@Kaitlyn R @Michelle A Please provide requested labor times. Thank you!

processor • Aug 1, 2025, 9:22 AM

@Kaitlyn R Following up on this so we can get this entered for you. Thanks!!

dealer_or_external • Aug 1, 2025, 10:38 AM

@Alix M Warr01 - request 1.5 Warr02 - This I need to speak with the tech. We did not install the different batteries. Need to get labor time from tech after one battery is disconnected. Warr03 - .6 warr04 - request 1.5

processor • Aug 1, 2025, 2:14 PM

PA 884555 has been submitted for approval for all jobs except Warranty Repair 2.

processor • Aug 4, 2025, 9:40 PM

@Kaitlyn R Warranty Repair 4: need photos of the hinges and of the door data tag.

dealer_or_external • Aug 5, 2025, 11:11 AM

@Alix M added requested photos. There is not a data tag on this door. The only tags that are on the door are supplied in the previous photos.

processor • Aug 5, 2025, 11:27 AM

Added photos. Thank you.

processor • Aug 7, 2025, 1:24 PM

@Kaitlyn R Warranty Repair 1: What have you done so far as diagnosing the issue. Once we know what fridge you have we can figure out what to do and test.

dealer_or_external • Aug 7, 2025, 4:47 PM

@Alix M ALL THAT WE HAVE DONE AS FAR AS DIAGNOSIS IS WHAT IS PROVIDED IN THE WORK ORDER.

processor • Aug 7, 2025, 5:40 PM

Added notes. Thank you.

processor • Aug 8, 2025, 8:10 AM

@Kaitlyn R Warranty Repair 1: have tech fill out Norcold warranty form

dealer_or_external • Aug 8, 2025, 9:20 AM

@Alix M did they provide the sheet that they want filled out?

processor • Aug 8, 2025, 9:25 AM

@Kaitlyn R They have not. I did email them earlier for it, so I will add it as soon as I get it. I tried finding it online and couldn't.

processor • Aug 8, 2025, 11:51 AM

@Kaitlyn R Is this a DC or LP fridge?

dealer_or_external • Aug 8, 2025, 11:56 AM

@Alix M ITS IS AN AC/LP FRIDGE.

processor • Aug 8, 2025, 12:09 PM

@Kaitlyn R I found the form on Thetfords website, however, I can't print it. Do you have a login for their website? It should be filled out electronically.

processor • Aug 8, 2025, 12:11 PM

I have uploaded what I can, but it has typing in the boxes. If you don't have a login, you can fill all of that out and then I can go in and enter it all on Monday. Just let me know.

processor • Aug 11, 2025, 5:27 PM

@Kaitlyn R I have uploaded a new form that I received from GD,.

dealer_or_external • Aug 12, 2025, 11:29 AM

@Alix M uploaded completed sheet.

processor • Aug 12, 2025, 11:59 AM

@Kaitlyn R I do not see the completed sheet in this folder.

dealer_or_external • Aug 12, 2025, 12:20 PM

@Alix M completed form

dealer_or_external • Aug 12, 2025, 12:20 PM

@Alix M i tagged you in it

processor • Aug 12, 2025, 12:50 PM

Thank you. I was looking for a PDF and that blended in with the other photos. Sorry!

processor • Aug 15, 2025, 4:22 PM

@Kaitlyn R Norcold has asked for a photo of the refer data plate.

processor • Aug 15, 2025, 4:24 PM

I already uploaded the photos that are in this folder, I am double checking to make sure there is something else they are looking for.

processor • Aug 18, 2025, 9:29 AM

@Kaitlyn R Is there a tag on the refer that looks like this? This is what GD said the tag should look like. Although I am not sure what information would be on this that isn't on the one you already uploaded so I figured I would ask.

processor • Aug 18, 2025, 11:22 AM

@Kaitlyn R Yes, there should be a different tag. I uploaded a photo of the sample they are looking for. Apparently, there is a new guy at Norcold and he is very specific about what he wants.

dealer_or_external • Aug 26, 2025, 8:58 AM

@Alix M added photo of the tags that are in the refer.

processor • Aug 26, 2025, 9:04 AM

Added. Thank you!

processor • Aug 28, 2025, 9:36 AM

@Kaitlyn R Warranty Repair 1:VENDOR REQUEST: Looking at this case we need you to check somethings. Did you check for door sagging? Make sure the venting and baffles are correct. Also have the air conditioning running with those ambient temps. Those reasons are usually the reason it is not cooling all the way.

dealer_or_external • Aug 28, 2025, 9:50 AM

@Alix M THE DOORS WERE CHECKED AND THEY ARE SEALING PROPERLY- THE VENTING IS ALSO CORRECT AND WORKING LIKE IT SHOULD BE. ADDITIONALLY, THE UNIT WAS INSIDE THE FACILITY WHILE IT WAS BEING TESTED SO IT HAD A MORE CONTROLLED ENVIRONMENT FOR TESTING.

processor • Aug 28, 2025, 10:43 AM

Thank you!

processor • Sep 3, 2025, 10:57 AM

@Kaitlyn R Warranty Repair 1: approved for 4 hours authorizing Grand Design to replace part number 637080 Cooling Unit Original Serial Number: NR07X6P Case Number: FD 884555 Labor Time: 4.0 hours Dealer partner, when ordering replacement refer from Grand Design Parts Dept. you MUST include Lippert case #------. Failure to do so could delay order fulfillment and shipment. Warranty Repair 3: approved for 0.6 hour Warranty Repair 4: approved for 0.5 hour Lippert will authorize one new baggage door and 0.5 hours of labor. Case #6114202

processor • Sep 3, 2025, 4:13 PM

@Kaitlyn R @ANNA F I have reached out to grand design to see what they want you to do regarding the AC unit not being available. I will keep you posted. I did label it as urgent.

processor • Sep 5, 2025, 10:08 AM

Vendor is looking for replacement part.

processor • Sep 9, 2025, 8:42 AM

GD sent vendor another email yesterday regarding this as they have not received a response.

processor • Sep 10, 2025, 12:22 PM

@Kaitlyn R @ANNA F PLEASE VARIFY WITH OUR PARTS DEPARTMENT THAT THIS IS AVAILABLE AND ASK FOR DIMNENSIONS TO SEE IF THIS WILL FIT CORRECTLY. We do not have anymore 2118. So we will be approving a N20DCSS. Thank you for contacting Thetford and Norcold, Thank you for the information. I am authorizing Grand Design to replace part number N20DCSS Whole Unit. Original Serial Number: NR07X6P Case Number: FD 661725 Labor Time: 2.0 hours Dealer partner, when ordering replacement refer from Grand Design Parts Dept. you MUST include Lippert case #------. Failure to do so could delay order fulfillment and shipment

dealer_or_external • Nov 5, 2025, 3:56 PM

@Alix M in this refer replacement, the refer they have approved, it is a electrical 12 volt only, we would need to do a conversion on connections to make work which would need further labor approved. The original refer from the unit was a gas/electric. we would need an additional 3 hours at minimum for that conversion. I also reached out to the CMR to verify that he would be ok with that change as well.

processor • Nov 6, 2025, 7:57 AM

I have reached out to GD, I will keep you posted.

dealer_or_external • Nov 6, 2025, 11:27 AM

@Alix M CMR DOES NOT WANT 12V REFER. WOULD PREFER GAS/ELEC OR GAS.

dealer_or_external • Nov 11, 2025, 4:18 PM

@Alix M ANY UPDATE ON THIS? CMR IS QUESTIONING RESPONSE FROM MANUFACTURER

processor • Nov 11, 2025, 4:46 PM

@Michelle A The last I heard was that GD was reaching out to the vendor for review- that was on Saturday. I have sent a follow up email so hopefully we hear back today or tomorrow.

dealer_or_external • Nov 11, 2025, 4:48 PM

@Alix M i WILL UPDATE THEM. THANK YOU!

processor • Nov 12, 2025, 4:10 PM

@Michelle A From GD: Good afternoon, I have contacted the vendor on this. They are trying to find the exact replacement.

dealer_or_external • Nov 12, 2025, 4:28 PM

@Alix M Thank you! I will let them know.

dealer_or_external • Dec 3, 2025, 12:28 PM

@Alix M ANY UPDATE ON THIS ONE?

processor • Dec 3, 2025, 12:50 PM

@Kaitlyn R Sorry! I just sent a follow up email and told them this is urgent. I will make note of this so it doesn't slip through the cracks again.

processor • Dec 4, 2025, 2:45 PM

@Matt F Spoke with Jim Hite @ GD and Matt told him the customer will not accept the 12v. Jim told Matt that he would do more research and contact Matt back.

processor • Dec 4, 2025, 2:48 PM

@Chris B Thank you! I reached out to Jim today and yesterday as well with no word back.

processor • Dec 8, 2025, 6:25 AM

Sent another email to James at GD.

dealer_or_external • Dec 8, 2025, 11:46 AM

@Alix M @Kaitlyn R I spoke with Dan Kuso this AM. He gave me the info of a supplier that has a brand new replacement cooling unit for the existing refer. We will have to pivot from a replacement refer to replacing the cooling unit on the existing refer.

processor • Dec 8, 2025, 11:57 AM

How much time will you be needing for this replacement? I will follow up with Grand Design to switch the correction.

processor • Dec 8, 2025, 11:57 AM

@Matt F How much time will you be needing for this replacement? I will follow up with Grand Design to switch the correction.

dealer_or_external • Dec 8, 2025, 12:01 PM

@Alix M please request 5.5 hours of labor. 4 hours for the cooling unit and 1.5 for the r&i of the refer. thank you!

processor • Dec 8, 2025, 12:18 PM

Thank you! I have updated the correction and labor times. I will let you know once approved.

processor • Dec 9, 2025, 10:52 AM

Jim at Grand Design is giving me a hard time AGAIN. I have gone back to him one more time so we will see how he responds.

processor • Dec 10, 2025, 9:31 AM

@Kaitlyn R @Matt F Jim at Grand Design stated : The dealership is handling this part and repair thru DAN K. Confirming this is still to be processed through warranty. Thanks!

dealer_or_external • Dec 10, 2025, 9:53 AM

@Alix M I'm not sure why it wouldn't still be processed through warranty. Dan Kussow did find us a replacement cooling unit and we will be replacing that. As far as processing it, it will all still be through the portal I believe.

dealer_or_external • Dec 10, 2025, 3:06 PM

@Alix M @Kaitlyn R Kaitlyn is correct. The repair will be R&I of the refer, R&R of the cooling unit. Cooling unit will be sourced by us from a company Dan Kussow recommended.

processor • Dec 10, 2025, 4:21 PM

@Matt F Just so you are aware, I did go back and tell Grand Design, specifically James Hite, and he kicked it back again stating "The dealership is handling this part and repair thru Dan K" I did go back AGAIN and state he only provided the information for the company that will be sourcing the part and it is to be processed through warranty. I will let you know if he kicks it back to me again as we may need Dan to contact James Hite and tell him to approve this and stop delaying the repair.

processor • Dec 12, 2025, 8:18 AM

@Kaitlyn R @Michelle A @Matt F Cooling unit has now been approved, but only for 4 hours. You requested 5.5 hours.

processor • Feb 26, 2026, 12:28 PM

@Matt F This is the other one with the same VIN and nothing has changed in GD's system.

dealer_or_external • Feb 27, 2026, 11:36 AM

@Alix M WE NEED TO GO BACK AND REQUEST AN ADDITIONAL 6 HOURS OF LABOR- IN ORDER TO REPLACE THE COOLING UNIT WE WILL NEED TO COMPLETELY REMOVE THE SLIDE OUT AS THERE IS NOT ENOUGH ROOM TO PULL OUT THE REFER TO ACCESS THE BACK OF IT.

processor • Feb 27, 2026, 11:53 AM

@Kaitlyn R I have reached out to Grand Design. I will let you know their response.

processor • Mar 2, 2026, 8:47 AM

Sent follow up.

processor • Mar 3, 2026, 8:08 AM

@Kaitlyn R From James Hite: They can move the island far enough to get the refer out. That time was factored into the approval.  

dealer_or_external • May 20, 2026, 2:39 PM

@Alix M DATE IN:7/23/2025 DATE STARTED:7/28/2025 DATE COMPLETE: 4/1/2026 PARTS: WARR01:722021267 - REFRIGERATOR 20' DC COMPRESSOR REFRIGERATOR STAINLESS STEEL N20DCSS - QTY:1 - PRICE:3958.50 51700960 - COUPLE FLEX 1-1/2" SOCKET - QTY:1 - PRICE:8.57 WARR03: 146881 - NOVAFLEX SEALANT BLACK - QTY:1 - PRICE:14.42 WARR04:82201577 - DOOR BAGGAGE FUEL 200 BAG SQ TH 28 1/4 X 10 BK MT BKALD F.4375X2 PSCTBL PNOA 1-LK529 1T1FP - QTY:1 - PRICE:116.01 601320986076 - BLACK MAGNETIC CATCH SET - QTY:1 - PRICE:18.50 @ANNA F UPLOAD INVOICES PLEASE

processor • May 26, 2026, 10:46 AM

@Michelle A Please remember to move these to Ready to Submit.

processor • May 27, 2026, 4:38 PM

@ANNA F Looks like I just need the invoices for the couple flex, novaflex sealant and black magnetic catch set.

processor • May 29, 2026, 9:02 AM

Following up on invoices. Thanks!

dealer_or_external • May 29, 2026, 9:42 AM

@Alix M I UPLOADED THE INVOICE FOR THE NOVAFLEX, THE OTHER TWO ITEMS WERE FROM NORTHERN WHOLESALE AND I DO NOT HAVE ACCESS TO THOSE ANY LONGER.

processor • May 29, 2026, 11:50 AM

@Kaitlyn R @Michelle A @ANNA F It looks like you are requesting a whole fridge when just the cooling unit was approved to be replaced. I don't see any notes where the fridge was approved to be replaced. I know there was a lot of back and forth on this.

dealer_or_external • May 29, 2026, 12:12 PM

@Alix M WE ORIGINALLY REQUESTED A WHOLE REFER BECAUSE THE ONE IN THE UNIT WAS NOT AVAILABLE ANYMORE. THEN THE NEW ONE THEY WANTED TO SEND WAS GAS ONLY(?) OR MAYBE ELECTRICAL ONLY? BUT THE CUSTOMER DID NOT WANT THAT. SO WE WORKED WITH gd AND THEY FOUND US A COOLING UNIT THAT WOULD WORK

processor • May 29, 2026, 12:14 PM

@Michelle A Is the part listed for this just the cooling unit? It looks like you are trying to claim the whole fridge is what I am saying. We shouldn't be claiming the fridge if the cooling unit was replaced. Am I misunderstanding?

dealer_or_external • May 29, 2026, 12:59 PM

@Alix M I'm assuming that. We never ordered a refer for this unit. We had been sent one as a goodwill part from GD after the original request.

dealer_or_external • May 29, 2026, 1:12 PM

@Alix M @Michelle A I am currently working on this, I had to do some changes in the system. I will upload a corrected RO and an invoice for the cooling unit shortly.

dealer_or_external • May 29, 2026, 1:41 PM

@Alix M @Michelle A Updated RO and invoice both uploaded.

processor • May 29, 2026, 4:22 PM

Claim 991646 has been submitted for payment.

processor • Jun 9, 2026, 9:02 AM

@Michelle A @ANNA F @Matt F *Per the GDRV Policy and Policy Procedure Manual Section 8.1- All warranty claims must be filed through the Grand Design RV Dealer Portal within 30 Days of the work completed date. Any claim filed beyond 30 days after the work completed date may result in denial.

dealer_or_external • Jun 9, 2026, 10:30 AM

@Alix M This is directly tied to RO 12850. The last technician clock time was May 13 2026.

processor • Jun 9, 2026, 10:55 AM

@Chris B @Heidi H

processor • Jun 9, 2026, 11:22 AM

I spoke with Matt - Alix, please provide claim #s etc for these.

processor • Jun 9, 2026, 11:27 AM

Sent an email to both you and matt. Thanks!

processor • Aug 18, 2026, 12:24 PM

@Chris B @Matt F I provided the claim numbers for this, and Dan Kussow was emailed but from what I can see he never addressed this. I just emailed him stating we never received a response on that specific concern.

dealer_or_external • Aug 18, 2026, 1:14 PM

@Alix M Just for some context... We sold this unit for a $15k loss because it was aging. Now we are being kicked in the teeth on the back end. Specifically related to the cooling unit replacement on the refrigerator - Dan Kussow is the one who recommended replacing the cooling unit and provided the contact for us to order the after market cooling unit as it was no longer made by Norcold.

processor • Aug 19, 2026, 9:12 AM

Added emailed from Dan/Michael.

processor • Aug 28, 2026, 4:42 PM

@Matt F Call me on this please. Michelle's timeline is incomplete. She does not have the date listed that this claims was sent to us. Also, the fridge was credited. This repair order was delayed due to Michelle not responding or following up within the time period. As you can see, Alix was keeping on this with Michelle and Anna and nothing happened even though Alix was pushing. Call me when when can on this also. @Heidi H @Alix M

processor • Oct 20, 2026, 7:25 PM

TESTING AND LEARNING — Testing/Learning claim 12436. I reviewed the complete packet, all photos and sidebar replies. The documented payment failure is claim 991646's late submission: its completion date is April 1, 2026, the sidebar records submission May 29, and Grand Design denied the $714 labor claim under its stated 30-day rule. The August correspondence expressly treats WO 12850 as a separate repair event; that WO's May 13 activity did not extend this claim. Earlier supplier and approval delays were real, but do not establish timely filing after completion. The cooling-unit repair was approved for 4 hours, slide adjustment for .6 and fuel door for .5. Extra refrigerator access time was not approved; Hite said moving the island was included. Battery diagnosis was excluded from the PA and has no established covered repair. Chris's August 28 reply says the refrigerator was credited and identifies delayed responses/follow-up; the full handoff timeline is still needed before assigning responsibility for every delay. The completed Norcold checklist, data tag and door photos are already present and acknowledged—those are resolved requests. The financial records need reconciliation: 12436F totals $6,716.78, while the later final totals $8,660.28 and charges a complete DC refrigerator despite describing a cooling-unit installation. Neither is the $714 denied labor claim. Apply the reported refrigerator credit and check the cooling-unit invoice, freight and actual installed parts before calculating net loss. The separately mentioned $15,000 sales loss is not this warranty claim. What could have improved payment: close each completed repair promptly, record the exact completion and dealer-to-iClaims handoff dates, escalate missing invoices before the filing deadline, and reconcile part substitutions/credits before submission. Any reconsideration would need contemporaneous evidence of timely filing, an actual date error or a written exception; no recovery is established by this review. @Chris B @Heidi H @Tricia H

processor • Oct 23, 2026, 11:47 AM

TESTING AND LEARNING - Greeneway GRE 8220 | Grand Design Monday meeting | RO 12436 / PA 884555 / claim 991646 Reviewed the original RO, both checklist PDFs, all 13 images individually and the later Steenbock correspondence. The completed checklist is a PHOTO dated August 12, not either blank PDF template. It records the unit/VIN, refrigerator serial NR07X6P, freezer 10 and fresh-food 48 degrees, plus electrical readings; the actual Norcold 2118SST serial-tag photos corroborate identity. The thermometer and detached fuel-door photos support the reported complaints. The SAMPLE tag is not unit evidence. These images do not establish later cooling-unit installation or its completion date. Greeneway has a factual basis to request a manual review of the previously directed/approved cooling-unit repair. Matt's timeline describes extended vendor/repair-direction issues and a December cooling-unit approval of 4 hours versus 5.5 requested. Obtain those original approvals, the correct cooling-unit invoice, final technician correction/testing and dated submission receipt to substantiate the appeal. The selected early RO totals $156.80 and is not the final refrigerator-repair invoice. Present the chronology accurately: Michael's August 18 response treats 12436 and 12850 as separate repair events and maintains the late-submission denial. Dan Kussow forwarded that response; this was a response, not an unanswered request. Alix's August 19 correction identifies the May 20-29 completion/status/invoice and refrigerator-scope handoff as internal Greeneway/iClaims activity. Do not attribute that interval to Grand Design or use the same VIN alone to extend this claim's deadline. Proposed Monday request: agree the exact completion date, submission date, approved cooling-unit scope and supported unpaid amount for 991646, then request a specific one-time late-filing exception/payment decision recognizing the earlier repair coordination. Keep 12850's paid operations separate and avoid duplicate recovery. Ask for a named decision owner and written resolution date. Learning: link the filled test checklist and correct serial label to the approved repair, record line-level completion immediately, and submit the final invoice within the applicable deadline with a retained receipt. This preserves Greeneway's strongest evidence while acknowledging the handoff that needs improvement. @Chris B @Matt F

processor • Oct 23, 2026, 11:51 AM

TESTING AND LEARNING - Greeneway GRE 8220 | Grand Design Monday meeting | RO 12436 / PA 884555 / claim 991646 Reviewed the original RO, both checklist PDFs, all 13 images individually and the later Steenbock correspondence. The completed checklist is a PHOTO dated August 12, not either blank PDF template. It records the unit/VIN, refrigerator serial NR07X6P, freezer 10 and fresh-food 48 degrees, plus electrical readings; the actual Norcold 2118SST serial-tag photos corroborate identity. The thermometer and detached fuel-door photos support the reported complaints. The SAMPLE tag is not unit evidence. These images do not establish later cooling-unit installation or its completion date. Greeneway has a factual basis to request a manual review of the previously directed/approved cooling-unit repair. Matt's timeline describes extended vendor/repair-direction issues and a December cooling-unit approval of 4 hours versus 5.5 requested. Obtain those original approvals, the correct cooling-unit invoice, final technician correction/testing and dated submission receipt to substantiate the appeal. The selected early RO totals $156.80 and is not the final refrigerator-repair invoice. Present the chronology accurately: Michael's August 18 response treats 12436 and 12850 as separate repair events and maintains the late-submission denial. Dan Kussow forwarded that response; this was a response, not an unanswered request. Alix's August 19 correction identifies the May 20-29 completion/status/invoice and refrigerator-scope handoff as internal Greeneway/iClaims activity. Do not attribute that interval to Grand Design or use the same VIN alone to extend this claim's deadline. Proposed Monday request: agree the exact completion date, submission date, approved cooling-unit scope and supported unpaid amount for 991646, then request a specific one-time late-filing exception/payment decision recognizing the earlier repair coordination. Keep 12850's paid operations separate and avoid duplicate recovery. Ask for a named decision owner and written resolution date. Learning: link the filled test checklist and correct serial label to the approved repair, record line-level completion immediately, and submit the final invoice within the applicable deadline with a retained receipt. This preserves Greeneway's strongest evidence while acknowledging the handoff that needs improvement. @Chris B @Matt F

processor • Oct 23, 2026, 11:54 AM

TESTING AND LEARNING - Greeneway GRE 8220 | Grand Design Monday meeting | RO 12436 / PA 884555 / claim 991646 Reviewed the original RO, both checklist PDFs, all 13 images individually and the later Steenbock correspondence. The completed checklist is a PHOTO dated August 12, not either blank PDF template. It records the unit/VIN, refrigerator serial NR07X6P, freezer 10 and fresh-food 48 degrees, plus electrical readings; the actual Norcold 2118SST serial-tag photos corroborate identity. The thermometer and detached fuel-door photos support the reported complaints. The SAMPLE tag is not unit evidence. These images do not establish later cooling-unit installation or its completion date. Greeneway has a factual basis to request a manual review of the previously directed/approved cooling-unit repair. Matt's timeline describes extended vendor/repair-direction issues and a December cooling-unit approval of 4 hours versus 5.5 requested. Obtain those original approvals, the correct cooling-unit invoice, final technician correction/testing and dated submission receipt to substantiate the appeal. The selected early RO totals $156.80 and is not the final refrigerator-repair invoice. Present the chronology accurately: Michael's August 18 response treats 12436 and 12850 as separate repair events and maintains the late-submission denial. Dan Kussow forwarded that response; this was a response, not an unanswered request. Alix's August 19 correction identifies the May 20-29 completion/status/invoice and refrigerator-scope handoff as internal Greeneway/iClaims activity. Do not attribute that interval to Grand Design or use the same VIN alone to extend this claim's deadline. Proposed Monday request: agree the exact completion date, submission date, approved cooling-unit scope and supported unpaid amount for 991646, then request a specific one-time late-filing exception/payment decision recognizing the earlier repair coordination. Keep 12850's paid operations separate and avoid duplicate recovery. Ask for a named decision owner and written resolution date. Learning: link the filled test checklist and correct serial label to the approved repair, record line-level completion immediately, and submit the final invoice within the applicable deadline with a retained receipt. This preserves Greeneway's strongest evidence while acknowledging the handoff that needs improvement. @Chris B @Matt F