ComplaintsforDanby Products Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Danby is not honoring their 1 year warranty on the a/c unit. It was sold online as a refurbished unit, and I purchased with the peace of mind that there was a 1 year warranty. After a couple of months of minimal use, the unit stopped cooling. They asked for a photos of the installed unit which I provided. I even provided a video showing the unit shutting off and restarting for no reason. The unit has a window kit where the hose goes to blow out the hot air from the unit. There was supposed to be foam strips that could be put on the bottom of the window to protect it or keep out bugs. However that was not included with my refurbished unit. It was fine, I didn't care. Nothing in the instructions indicated this was a requirement. Danby is saying because I didn't use the foam strips it constituted an improper installation and therefore voided the warranty. It is absurd - the foam is cosmetic / protective, and has no effect on the functioning of the air conditioner. Deceptive business practices!

  

  Business response

  09/17/2024

  We've reached out to the consumer and offered to refund.

  Customer response

  09/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Danby ice maker from a work related program on 6/4/24. It seemed to work fine for a couple of weeks and then the sensor stopped detecting water. They don’t answer the phone quickly, so I started an email correspondence on 7/9. They have taken two weeks to respond to each email. I have sent them a receipt, and as requested a picture on how I have the unit plugged into the outlet (??!!). The issue is still unresolved after asking me for these things two weeks at a time. They said they will have to work on replacing the unit, no response still. They said they answer emails within 3 business days which clearly isn’t the case.

  

  Business response

  08/15/2024

  A Supervisor has been assigned to this customer's Case and a replacement has been offered. Waiting on customer reply.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/19/23 I purchased a Danby 12,000 BTU (10,000 SACC) 3-in-1 Portable Air Conditioner and used it for the summer with no issues at all and followed all instructions on maintenence, cleaning, care, and storage. The following year I installed it again for the national heatwave and it started throwing error codes for "Refrigerant Leak" so I contact the place of purchase (Costco) and they inform me they don't handle repairs or warranties so I would have to contact the manufacturer if i wanted a new unit or reimbursement beyond store credit. The manufacturers warranty is from 24 months after date of purchase so on 7/11/2024 I created a support ticket with Danby and after a week of back and forth with customer support suggesting I "unplug it and plug it back in" I was offered a replacement unit which I happily accepted. I was then told to destroy the old unit by removing serial numbers and cutting power cables as well as providing pictures of before and after the destruction. I followed all the steps and provided all the information asked for by 7/21/2024 and I haven't heard back from Danby even after multiple attempts. Now with the unit destroyed I can't even return it to the place of purchase for in store credit and I've gone through 2 heat waves with my family having no AC. I informed Danby via email on 8/7/2024 I would be filing a report with BBB today if I didn't hear back by then. I have all the receipts and documents from the purchase as well as the emails between myself and Danby customer support if needed. I would simply be happy with Danby doing what they said they would by sending me my replacement unit so I can escape the heat.

  

  Business response

  08/13/2024

  This case has been assigned to a supervisor and communication has been provided via Email for an alternative replacement model. Waiting on consumers response to proceed with available replacement options.

  Customer response

  08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a danby freezer I purchased from Costco in August of 2021. It has a five year warranty. It stopped working in July of 2024. I contacted Danby on July 11, 2024. They communicate by e-Mail. They approved an appliance person to come troubleshoot. He came out and determined the freezer to have a seized up condenser. After numerous e-mails to Danby they told me they had contacted Costco and to return the freezer to Costco. So When I tried to do that Costco informed me they do not take returns of this item after 90 days of purchase. I sent Danby an email informing them of this information. I have not received any response from Danby.

  

  Business response

  08/06/2024

  The consumer has already been offered a replacement and it has been processed today. They can expect to receive it within 5-10 business days.

  Customer response

  08/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband got a Danby Ice maker through his job at 3M. The ice maker did not work. All it did was make a noise. It would not self clean and kept saying it needed more water when in fact is had the maximum amount of water allowed. I tried looking up videos and read the manuel to troubleshoot but it was no use. Apparently Danby ice makers and their customer service are well known not to work. I contacted customer service via email and received a response to upload a receipt and unplug the unit, add more water etc. Basic instructions that I already had done. I cant upload a receipt because it was obtained through my husbands job. I would like a replacement!! The customer service is ridiculous.

  

  Business response

  07/24/2024

  This case has been assigned to a supervisor. Further information has been requested from the customer in order to verify warranty and look into resolution options.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new portable AC from the Brick June 22nd 2024 When I got it home I placed it in the room and turned it on. It worked great but would not shut off when temperature was met. I contacted the Brick and they directed me to Danby office. I sent them my complaint on the 25 th June and got back a response on June 27 from a manual. I understand they want to make sure u try everything. So I try the instructions given and same thing happens. Reaches temp but won’t shut off. I send back message on June 29th saying tried it and still not working. A week goes by and I don’t hear so I call. The receptionist says that tech will get back to me. Another week goes by and I don’t hear back from them until I send an email asking for my money back on July 17th The tech then says I shouldn’t have a hose connected and nothing else. I didn’t have the hose connected when I first turned it on. Then I tried hise on after his ambiguous instructions. Bottom line I haven’t used this thing because I’m not comfortable that it didn’t shut down

  

  Business response

  07/24/2024

  This case has been assigned to a supervisor. Paperwork has been provided to the retailer for product return, customer has been responded to through email.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My third dehumidifier from danby, which was the second replacement I was sent just recently stopped working. I received this unit in September of 2022 and immediately filled out a warranty registration, which granted me two years warranty on the unit, which was to end in November of 2024. When I started my unit for the season last month, it did not work. I tried all of the previous steps Danby told me to do in order to get the product to work. None of them worked so I reached out to danby on may 20th regarding the issue. They claimed the replacement unit had only a year warranty. I was never informed this but danby claims they emailed me this information. I did not receive this email and showed them all of the emails I received, not one of which says that the unit only had a one year warranty. I was even allowed to register it for a two year warranty, which I forwarded the confirmation email to danby confirming it. Now after 28 emails, there is no resolve. I provided all proof to show I never received the information about a one year warranty.

  

  Business response

  06/07/2024

  The unit in question was replaced September 15th 2022. The consumer was informed via email  the unit came with 12 months warranty with no extensions. The warranty expired in September of 2023.

   

  Customer response

  06/07/2024

   
  Complaint: 21813880
  
  I am rejecting this response because: I never received an email indicating when the order was even shipped nor the one year warranty. Attached are my emails asking exactly when the unit was shipped since I clearly did not receive this claimed email. 
  
  Sincerely,
  
  ***************

  

  Business response

  06/07/2024

  As per our records on the case the consumer was emailed on May 5th 2021 and on  September 15th 2022. Both emails had the replacement order numbers and  each email stated the warranty for the replacement was 12 months.

   

  Customer response

  06/07/2024

   
  Complaint: 21813880
  
  I am rejecting this response because: again Danby is repeating the same garbage without reading the complaint or looking at evidence. Attached is a screen shot of all emails I have received from danby. Not there is nothing on may 15, 2022 and thus emailed over and over asking when the unit was shipped, because I never received any email confirming ship date or the one year warranty. This is what danby does- they are not listening or looking over evidence. 

  The second pic img_1464 shows that danby told me they were sending out a new unit not a refurbished one since I had my concerns regarding their units lasting only one year . As per danby, only refurbished units have a one year warranty. So either danby lied and sent me a refurbished unit or they sent me  a new unit and are claiming a one year warranty. Nonetheless, nowhere in our correspondence is there any evidence of a one year warranty. 

  Sincerely,
  
  ***************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Danby dehumidifier stopped working, it is still under warranty. I have been trying to get it replaced, they initially offered me a replacement of a much lower unit. 40 pint, not a 50 pint and also a none pump unit like I have. I told them that was unacceptable and have not heard from them since. That was over 5 days ago. I have send repeated emails and they will not contact me back and I try to call and cannot get through to anyone. My case number is ******. Warranty Status: Valid Registration Number: *********** Name: ***** ****** Model Number: *************** Serial Number: ************* Expiration(M/D/Y): 7/12/2024

  

  Business response

  05/31/2024

  We have reached out to this consumer and have offered an acceptable replacement unit based on his current model.
  Please note: We are currently in our peak season and are receiving higher then normal inquiry volumes. We respond to our cases in a priority sequence and filter by the last message date. With every communication sent, it will put the customers case at the bottom of the list. This has also been advised to the consumer to avoid delays in responses.

   

  We are awaiting customer's response.

  Customer response

  06/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The unit they want to replace mine with is a 40 pint, not a 50 pint like I have.  There is a reason why I have a 50 pint for my home and not a 40 pint.  This is NOT an acceptable replacement for my unit.  Also, I have a unit with a pump and the one they offered is a non-pump unit.  Again, not an acceptable replacement.  They still make a much better unit that is much more compatible with the features I have that could and should be offered as a replacement under their warranty in which my unit is STILL covered under.
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/04/2024

  Please note the customer was offered a 60 pint unit on 5/31/2024 and was accepted for replacement. The case has been set up for replacement and the claim has been considered resolved.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I purchased three of your microwave from Wayfair for Christmas presents and all three of them are sparking like there metal in them being microwaved. One of them look likes it’s got a burn on one side I’m thinking there’s something wrong with these microwave and probably more if the ones I bought are doing this others must be like this

  

  Business response

  05/09/2024

  We have reached out to the consumer for additional information on the microwaves. We have marked her case as a priority health and safety concern. Their case is being reviewed by our quality department. We will be providing a resolution options shortly once customer response with information requested.

   

  Danby Consumer Service Supervisor

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Danby upright freezer in 2019 with a 5 year warranty (expires 8/24). On 3/27/24, unit went from zero to 24 causing defrosting and then went back to zero, this happened several times. Relocated all the food. Contacted Danby and got 2 weeks of stonewalling. I had a tech out and he said the compressor is going out. After 2 weeks of emails and phone calls asking and begging to send out a tech (told them I would pay if nothing wrong), I finally gave up and ordered a new freezer.

  

  Business response

  04/10/2024

  We have tried to reach out to the service depot that diagnosed the unit with a faulty compressor. However, we have not been able to make contact directly. Our calls go to voicemail. Noone has returned our calls. The consumer mentioned having a copy of the report, so we requested a copy numerous time but we have not received it yet.

  Customer response

  04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:I have either emailed or called Danby "service" on 20 occasions over a 10 day period to get them to send a tech out.  I offered to pay if nothing found.  I called another tech out and the compressor is bad.  This is typical of the response and stonewalling that this company does.  Go to reviews of Danby and you will see many more just like mine.  In the meantime I have had to purchase another freezer.
  
  Sincerely,
  
  ***** ****

  

  Business response

  04/10/2024

  We were first contacted in 3/28/2024 via phone. We created a case and offered troubleshooting steps. On the same day, the consumer emailed us installation photos and the proof of purchase.
  On Friday 29th, the consumer requested to have a tech come look at the unit. Unfortunately, our offices were closed. On Monday the consumer emailed saying a technician had already come to see the unit and found the compressor to be faulty.
  On 4/2/2024 we requested details of the service depot that diagnosed the unit.
  04/3/2024 the consumer provided the details of the service depot. We tried contacting them the same day.
  4/4/2024 We tried reaching out to the service depot again with no luck. We advised the consumer that we could not get a hold of the service depot. All calls go to voicemail. We ask for a copy of the technician’s report.
  4/5/2024 The consumer emailed us advising he had a copy of the invoice.
  4/5/2024 Consumer called and we advised to send a copy of the technician’s report/ invoice for us to be able to move forward with warranty options.
  4/8/2024 The consumer called again, and we emailed requesting a copy of the invoice/ technician’s report.
  4/8/2024 The consumer emailed advising he would be buying a new unit. We replied explaining that we need a copy of the technician’s report before proceeding to the next steps.
  4/11/2024 We requested a copy of the invoice/technician’s report.

  
  We are more than happy to assist finding a resolution, however in order to move forward and look at the warranty options we are requesting a copy of the technician’s report/ invoice that the consumer said he had but has not provided.

   

  Regards,

   

  ******** *********

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have requested the unit be fixed, even if I had to pay for it.  I have sent a copy of the techs invoice.  I have food stored in 5 places and had to have a repair or new freezer.  It was apparent Danby was stonewalling me from the beginning. 
  
  Sincerely,
  
  ***** ****

  Customer response

  04/11/2024

  I would like to be reimbursed the 1999 p**** of the freezer and the $75 tech fee totaling $1,145.00

  I have the original tech invoice, where can I email it to?

   

  ***** ****

  

  Business response

  04/11/2024

  We have emailed the consumer to offer a refund for the amount paid for the unit $1069.99 (as per receipt provided by the consumer) and we can also refund          $75.00 for service call. In order to proceed, we require the consumer to provided us with the photos requested on our last email.

  
  Regards,
  
  ******** *********

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:I have emailed them a copy of the $75 tech call.  I have not heard if they will reimburse.
  
  Sincerely,
  
  ***** ****

  

  Business response

  04/11/2024

  We have emailed the consumer confirmation that we will refund the amount paid for the unit and also the service fee of $75.00 The case has been escalated for refund.

   

  Regards,

   

  ********

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:This is a fair and reasonable solution.  Please note that this solution has been escalated for payment within Danby.  I will accept this solution when I have the check in the correct amount and it has cleared the bank.

  I do appreciate the efforts of the BBB to get to a resolution.
  
  Sincerely,
  
  ***** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩