BAD CUSTOMER SERVICE! I made my appointment Feb 20th upon the recommendation of other RV owners and asked Norris at least twice, if they had worked on Dexter Nev-R-Lube 7200lb axles. When they said "yes" and stated that it was the one with the 50mm sealed bearing, I thought I had a winner and we discussed my issues. This axle is very unique and expensive to repair. I had my entire brakes down to the spindles replaced in Jan '16 so they only had 3 winter trips on them maybe 20,000 miles. I took my 5th wheel to my appointment on March 15th to check my brakes and fix as necessary. They thought the bearings were leaking and needed to be replaced, I immediately called Dexter Warranty and Service Department (for warranty coverage) and they explained that the Lippert seals are supposed to "weep" to keep the seals moist. Since there was no grease inside the drums (per Dexter's explanation) I told Norris we'd reuse the drums. I think Norris took my call to Dexter as an affront to their expertise. I left with the understanding that they were going to order entire new brake assemblies. I called at noon to see if they had found them and ask the size. They said they were having major problems finding them and said they were "looking outside the country", alarm bells started going off. I called back late Friday and was told by "Butch" they ordered the brakes, when I asked about the size, first he couldn't find the information and I was told for about the 6th time how busy they were and they would have to "fit me in". He rambled off that they were 3 3/8 inches wide. I said that was not the correct size, my owner's information and on line checks said they were 12 1/4" x 2 1/2" wide. He said Dexter told him that 3 3/8" was the correct size. I tried to tell him again that the size was wrong. He fired back that he "was not going to argue with me", I told him again the size was wrong and hung up. After much research on line, pictures of my axle labels and calls to Dexter and 4 suppliers, I was convinced that 2 1/2" was correct and Jim @ Dexter point blank stated that my drums would not fit over 3 3/8" shoes. I returned to Norris Monday March 18th with my documentation and computer with my axle pictures, and exploded views of my 7200lb brake assemblies. I asked and they confirmed they ordered 3 3/8" assemblies. I told them they were the wrong ones. Then the testosterone started to fly, the supervisory employee became very defensive, they asked me who I talked to, so I told them. They totally refused to look at my computer and got very aggressive in defending their wrong order like it was my fault the order was placed and the parts were on the way. Then they told me that the "expert" had ordered the parts and he "knew" that they were 3 3/8". The mysterious expert was subsequently identified as the owner who breezed into the area a couple of times never addressing me. The supervisor then told me that they couldn't work on my trailer until April 1, I had to leave by 3/29, It is my opinion that they are overbooking their appointments and I felt that they should honor my appointment date. The supervisor became rude and said "are you done talking" he told me that they had "slots" to work on units like mine, so I asked are you putting people in front of me that made appoints later? He didn't deny it. At that point the "expert" told the supervisor to tell me that I could take my business elsewhere. I told him I'd do them myself and I'd be back with the old 2 1/2" shoes for him.
Since I carry a spare drum, I subsequently measured the depth of the drum and removed a tire from my trailer to ensure that the drum numbers matched, they did. The old drum is 2 1/2" deep. read more
