Claim Detail

dealer_or_external • Dec 16, 2025, 10:09 PM

@Stephanie K @Jeannette B Tech notated on WO "Samantha @ AirExcel"

processor • Dec 18, 2025, 11:54 AM

No warranty jobs on this one. If lines 2 & 3 are the warranty work, please get me complete 3 C's, requested labor times, and pictures including model and serial numbers. I've uploaded the diagnostic sheet for AirXcel, based on Sarah's note above for the furnace. If you can let me know if the water heater is Girard, Dometic or Furrion, I can send the diagnostic sheet for that as well. @Jeff M

dealer_or_external • Dec 18, 2025, 12:10 PM

I have changed Job's 2 & 3 to warranty and sent it back to tech

dealer_or_external • Dec 20, 2025, 12:46 PM

@Stephanie K Uploaded pictures of water heater number

dealer_or_external • Dec 20, 2025, 12:54 PM

@Stephanie K CAUSE FOR JOB#2 : After calling suburban and speaking with samantha, diagnostics were performed on board terminals for gas valve and temperature sensor. CORRECTION: Voltage present at terminals for gas valve and temp probe within resistance parameters. Samantha approved gas valve replacement. No forms available for diagnostics. Warranty can call Samantha per her request. 3.0 hrs needed

processor • Dec 22, 2025, 8:55 AM

HI Jeannette. I got your note above for line 2, but are we not doing anything with line 3? I needed notes and times for both jobs.

processor • Dec 22, 2025, 8:59 AM

HI Jeannette. I got your note above for line 2, but are we not doing anything with line 3? I needed notes and times for both jobs. Draft 2533538 saved until I know about line 3.

processor • Jan 2, 2026, 1:14 PM

@Jeannette B

dealer_or_external • Jan 3, 2026, 11:15 AM

@Stephanie K Good morning. On my copy of the work order there is no Job #3. Tech must have deleted it. For Job #2 Tech spoke w/Samantha and was told to replace the gas valve. Per Samantha, no forms are required and tech is requesting 3 hours. Her are the tech notes Cause: After calling suburban and speaking with Samantha, diagnostics were performed on board terminals for gas valve and temperature sensor. Correction: Voltage present at terminals for gas valve and temp probe within resistance parameters. Samantha approved gas valve replacement. No forms available for diagnostics. Warranty can call Samantha per her request. 3.0 hrs needed

processor • Jan 5, 2026, 10:10 AM

Submitted PA 2533538

processor • Jan 5, 2026, 11:18 AM

@Jeannette B @Brian P Do either of you have anything from Samantha via email approving the gas valve replacement? FR is asking for a copy of the email where Samantha authorized it, and it sounds like it was all verbal from the tech notes. I just want to verify before I respond back to FR. @Jeff M @Sarah C

processor • Jan 5, 2026, 11:19 AM

@Jeannette B @Brian P Do either of you have anything from Samantha via email approving the gas valve replacement? FR is asking for a copy of the email where Samantha authorized it, and it sounds like it was all verbal from the tech notes. I just want to verify before I respond back to FR. If you don't have anything, do you have a direct contact for her and I can reference that in the feedback? @Jeff M @Sarah C

dealer_or_external • Jan 5, 2026, 3:18 PM

I believe the number is 574-247-9235 for Airxcel Suburban division

processor • Jan 7, 2026, 2:17 PM

Pending vendor review

processor • Jan 8, 2026, 10:48 AM

@Jeannette B Job 2 approved 2.0 hours - note from FR below. Hello there, The requested repair has been authorized by Forest River and the Vendor for 1.00hr by the vendor and 1 hour for diag. Please order the replacement part from the Forest River parts department at div92parts@forestriverinc.com or by calling 574 642 3119 or a local supplier. If the part is purchased outside of Forest River or the Vendor, the Off-the-Shelf parts policy would be applied and a receipt would be required. Thank you

processor • Feb 24, 2026, 12:47 PM

Spoke with Jeannette on the phone, she stated originally that the gas valve was all that was needed. Gas valve came, it was the wrong part. Tried to order correct valve, and found that a complete water heater replacement was needed. Additional time needed for water heater. Explained to Jeannette flat rate is 1.3. Will add line to exisiting PA for water heater.

processor • Feb 24, 2026, 1:01 PM

Added job on existing PA 2533538 for complete water heater replacement, per conversation on the phone with Jeannette. Wrong valve came in after authorized to replace part, when attempting to reorder correct valve, Suburban stated full water heater replacement was necessary.

processor • Feb 24, 2026, 6:09 PM

@Jeannette B FR approved the water heater replacement, but only at 1.3 hours. How much do you want me to push on this? The valve is authorized at 2.0, plus the 1.3 for the water heater. So, 3.3 hours total for job 2.

dealer_or_external • Feb 25, 2026, 10:21 AM

@Stephanie K I dispatched to tech this morning. I will let you know if he is going to be ok with what you got approved. He has time into it for replacing the gas valve to find out it was the wrong one received.

processor • Feb 25, 2026, 11:17 AM

Ok. Thank you.

processor • Mar 16, 2026, 9:36 AM

Submitted for payment

processor • Mar 25, 2026, 9:07 AM

Claim 2533538 paid $997.29 check 3128705 3/24/2026