ComplaintsforDanby Products Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Danby Warranty is taking forever to honor their warranty for their product. We purchased a upright freezer 12/17/2022. I called Wednesday 3/13/24 because it was no longer freezing. They gave me 5 providers to call either they had 2 week service time, didn't work on Danby or don't deal with warranty. I called back later the same day and was told they were going to send me additional providers. I call Thursday 3/14/24 letting them know I never received the new list. She gave me 2 over the phone to call and again they don't deal with Danby or don't work with warranties.i called back relaying this info. I ask if I could find someone and pay then they can reimburse me. The answer was no but I could find my own and they can do a one time contract. After calling 6 places I found one and emailed the information. On 3/25/24 I called the provider I found and they confirmed they responded the back to Danby, then I called Danby to follow up. The rep was sending a message to case manager to get in contact with me. I then received an email asking to contact another provider. I called that provider but don't service my area. I called Danby back and was giving conflicted information and ask to speak to a manager. I was told it will not be until Monday before one can call me back. Later that day the rep call me back and said she was wrong for the information she gave me. Thry were going to check the warehouse to replace the unit since having trouble finding a provider. I called 3/18 follow up and was told no request was found for a manager and they were still working to find a provider. I again ask to speak to a manager. I received an email saying they were working with the provider I found. On 3/20/24 I get an email requesting info that was already submitted, still no call from a manager and no one schedule to service my freezer. I have lost a lot of food waiting on them to honor their warranty.

  

  Business response

  04/03/2024

  This customer case has been reassigned to a supervisor for further communication and the consumer has been contacted with an option for resolution to their warranty claim.
  
  

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have been communication with Sasha, which has been great and I have accepted the offer to wait on the backorder of the product on which I am satisfied with. I really like my freezer. I understand that it can be between late May-June before it will be in stock and I am content with it and happy that it was given as an option. 
  

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

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Danby freezer, case #******, company refuses to honor 5 year warranty on freezer. Order #********* (placed on April 16, 2020, with 3gorillas.com, for Danby 4.3 CF Upright Freezer. After 2 weeks of back and forth emails, Danby says it only had a 1 year warranty as it was used. It was not used. I bought it brand new from a scratch and dent reseller. Came with manufacturers manual which stated 5 year warranty.

  Customer response

  03/07/2024

  please see front page of danby warranty booklet and page describing 5 year warranty.

  

  Business response

  03/12/2024

  Our sales Records indicate the product was sold as a remanufactured unit which would only come with a 12-month warranty.

  We have reached out to the consumer for additional information and are awaiting their reply for further investigation.

   

  Thank you.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Danby Chest Freezer (DCF055A2BP, 5.5 cu ft black) on sale from ********** on November 27, 2020, which came with a 5 year warranty that said it would cover in-house repair of the product or a replacement.On November 24, 2023, I noticed that the freezer was not keeping temperature. I went through troubleshooting but it could not freeze anymore. I emailed to claim the warranty (CASE450567). To Danby's credit, their customer service was very quick to offer me a refund as they mentioned they could not find a replacement freezer of a similar size. However, I am not looking for a refund but a replacement. ********** is still selling the same freezer but at over double the price I originally bought it for so the refund would not be able to cover it. They are also available for sale at ********** so I find it strange that there is no replacement available.I asked again through their phone line and also emailed back with the representative but they said that was the only option. The person on the phone line said my representative I had been in discussion with email would check with his supervisor. He later updated me via email with the same response that only a refund was possible I appreciate the refund but I really just want a functioning freezer. I even asked if there were other models that they could be given as a replacement if there wasn't a direct replacement, but I kept getting the same answer that only a refund was possible.I would like to see if I could get a direct replacement, or replacement with a different freezer option, or a higher that gives me the opportunity to purchase a similar or same Danby chest freezer.

  

  Business response

  11/29/2023

  We have tried to locate stock for a replacement, but are unable to do so at this time - non available currently of same model or comparable size. Not able to upgrade size of new unit either. Since the unit is outside of the return window with ********** we are unable to provide a replacement from their stock. 

  Warranty states that we will refund if repair, replacement options are unavailable as they are here. We can only refund the price the consumer paid as per the proof of purchase, hence what is being done.

  Customer response

  12/08/2023

   
  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

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Danby apartment size stove from Home Depot in June. Oven broke on third usage. Stove is five months old and Danby customer service cannot find a service technician in our area. They want us to find someone. Stove hasn’t worked properly since day one and Danby should find service person to come to our place or offer replacement. Wish we had returned it to Home Depot before three month return policy was up. Now left at the mercy of Danby.

  

  Business response

  11/27/2023

  unit has been replaced under warranty for the consumer.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a new home, placed the order for the ice maker in July 2021, and didnt get it or pay for it until January of 2022. We moved into the house in Feb 2022, and used the ice maker regularly from then until this past June of 2023, less then the 2 year warranty. In June it started to overheat and turn off melting all the ice. We did our own minor repairs, since no one at the appliance store would return our calls or emails about a repair, until early September it would work for a week and then break again. In middle of Sep someone from the store finally wrote back and we were told to buy a cleaning product, we did and and then while away in Sep it broke again, this time melting and damaging our floors and cabinets near it. We paid $1035 We were promised a 2 yr warranty and could get a new one if it breaks. Now I have called and written Darby several times for weeks and have gotten the run around, saying we are outside of the warranty or a service person will come out, which hasnt happened or been scheduled.

  

  Business response

  10/23/2023

  We are considering the unit under warranty due to the circumstances. Consumer has been contacted to clarify steps under warranty - they are to contact the servicer to schedule an appointment under warranty. If the unit can be repaired they will do so covered by us, if they deem it cannot be repaired we will have it replaced. We do not schedule service appointments as a third party between the consumer and servicer for ease of scheduling.

  Rest assured the consumers unit will be repaired and replaced if it cannot be repaired under warranty.

  Customer response

  10/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: We are not risking our floors and cabinets in our brand new home to be further damaged.  We want a replacement for a $1035 ice maker that wont work even a year and 1/2.
  
  Sincerely,
  
  ******** *********

  

  Business response

  10/26/2023

  We will honor the consumers request due to lack of confidence in the current unit and get a replacement done. We will check first to see if the retailer can exchange and if not provide a replacement directly. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2022, I purchased an 18" danby under cabinet dishwasher model DDW1804EW. The unit started beeping and turning on and off randomly one night while running. It was just a few weeks ago, so early September 2023 and just shy of a year warranty. So I called them... This is where basically an endless odyssey of unhelpful customer "service" interactions come into play. First I tell them what's happening and they send me a list of technicians. The technicians tell me it's probably the control board and to try ordering that part. I do, and it comes and it's a blank piece of plastic. So in the meantime I still have my technician appointment scheduled, which ended up costing about $260 (the dishwasher was $600). When you add up my time (we're full time vegetable farmers and run our own business so $26/ hr.) I've already paid for the dishwasher again. I try calling Danby and talking to the parts department. They say oh I can't connect you to them you'd be waiting for hours. Email them. Their email says it will take a few hours to replay but it takes five days. Meanwhile my toddler is starting a new school, gets covid, I get covid, our harvest season starts, and I've spent at least 30 hours trying to just get the brain of this machine sent to me in the mail so we can do our dishes again. The technician comes out says yes it's the control board. Orders the part for me, it gets here a week later, it's the same blank piece of plastic. Here I am three weeks later still doing dishes by hand during our time of hardship. And now the company is saying it's a 15% restocking fee to send the part back. I'm basically livid AND appalled this is an American Company. There is zero accountability. Below I've listed all my case numbers with them: CASE****** ********** CASE****** CASE****** (parts support nine days ago, still no reply) CASE****** If we dreamed of running a company this way it would run itself into the ground in no time.

  

  Business response

  10/10/2023

  agent lead/coordinator has reviewed the case. We have attempted to help the consumer outside of the warranty period with a referral to an authorized servicer. It seems the wrong part was ordered by the consumer/servicer leading to frustration - can assist in making sure the correct part is ordered.

  Customer response

  10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Although the correct part was sent and my dishwasher is working, ****** is still insisting on a re-stocking fee of 15% for the returned "control panel" parts that were just an outside case not the inner workings. Both myself and the technician ****** from Danby recommended ordered this part for the machine. There was no clear alternative. Therefore, I want to be reimbursed for both parts at 100%. 

   

  I am also requiring the $150 for the technician's visit (***) to be reimbursed to me directly by Danby considering they recommended this technician and would not sell me the correct part from the start that I requested from the parts department (please see various case numbers).

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

  

  Business response

  10/19/2023

  we are working to refund the consumer for their parts purchases but cannot provide coverage for the service visit as unit is out of warranty - we have sent the cx the correct part free of charge.

  Customer response

  10/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Your technician, ******, referred me to the repairman and when I called they suggested I purchase the control board. I contacted your parts team but they did not respond so I tried to order the part, it wasn't right. I wanted to save the money for the repair but after weeks of having no dishwasher, finally asked him to come even though we knew what the problem was. It wasn't until HE ordered the part and it was wrong that you sent me the correct part. Why should I have to pay for this service when your parts team could have assisted me from the beginning?

   

  Please reference case numbers from original message to see parts team did not respond.

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 13, 2023 I purchased a freezer from Danby with a five year warranty on parts and labor. On August 9, 2023 I left a review on the Home Depot website because I purchased it from there. I indicated that in two days the freezer had accumulated a lot of frost. I received a reply from Danby saying that it was probably due to organization. On Tuesday, September 5, 2023, I noticed the top shelf totally covered in frost and that some of the meat was not frozen at all. After close inspection, I noticed that the gasket is not making contact. I left a complaint at their website and received an email confirmation, case No.**********. It has been 36 hours and I still have not heard from them although the email states that they will contact me in 2--3 hours during business hours. When I received an answer to my review on August 9, 2023, they were aware that these freezers have faulty gaskets. I just saw a reveiw dated July 11, 2023 left by another customer on the Home Depot website stating that Danby also has bad customer service and did not repair his faulty gasket. On August 9, 2023, Danby should have told me to check my gasket. They have had plenty of time to fix this problem. Danby needs to come and repair the gasket on my freezer before I Iose more frozen meat.

  

  Business response

  09/08/2023

  We have reached out to the consumer requesting additional information regarding her warranty claim. Their case has been assigned to a supervisor for further follow up/handling. 

  Customer response

  09/18/2023

  
  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.  I would like to suggest that Danby inspect their gaskets before turning the freezers over to the customers.  It is not acceptable to expect customers to do the repairs for them.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a portal A/C for over $600 last summer. It started leaking everywhere part way though this summer and now has fetal error code. Product under warranty. Company responded once and is now ghosting me.

  

  Business response

  08/18/2023

  The consumer has been contacted and their case has been assigned to the supervisor for timely responses. We are currently experiencing higher then normal inquiries during our peak season. We filter our cases based on last response date; if multiple emails are sent it will continue to place their case at the bottom of the list. Warranty documentation has been requested from the consumer and we are awaiting their reply.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Danby dehumidifer on Sept. 10, 2021. It failed and stopped working first week of July 2023. On July 5 I called Danby and could not get through so I sent email. They responded to be in touch in 2-3 hours. I heard back on July 6 asking for various things I needed to supply them. Which I sent to them. I never heard back. On July 17 I contacted them again and was told again would receive contact from case manager - I only received confirmation email and to be in touch with me which was auto reply. I called on Jul7 24 and was on phone long time. I was told the same case manager would call me in 2-3 hours - nothing. I called July 31 and they sent me another email with requirements - which I completed and sent on July 31 and again on August 1. I have not heard again from them. I called today August 4 at 10:15 and after a lengthy conversation saying first ****** the case manager would be in touch with me in few minutes, I asked for a General Manager - was told then that ****** was saying they will get back to me by email....which I again said I want a General Manager.......to which they refused and told me when I got off the phone ****** would call me and was waiting for me to get off phone with agent. I have not heard anything and do not believe I will hear anything. I am requesting not a replacement now but a full refund $265.57 as I do NOT trust this company, their products or customer service. This has been endless hours waiting on phone on hold....and then when you do talk with agent - ****** will get back to you. My case number is **********.

  

  Business response

  08/04/2023

  We have called the consumer this morning and have come to an agreement regarding their warranty claim.
  The case will also be reviewed for Quality assurance.

   

  Regards,

  *****

  Consumer Service Supervisor

  Customer response

  08/04/2023

  
  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 WITH THE FOLLOWING REQUEST!

  HOWEVER I would like to keep this open UNTIL I receive REFUND.

  I have had a month long of promises that they have completely failed on and I do not fully trust that a refund will be sent.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Danby 40pt de-humidifier (model # ***************) on Aug 11, 2022. The product has a 2 year warrantly. Two weeks ago the unit iced up (despite having an auto de-icer according to the specs) and has not worked since. It does not draw any moisture from the air. I have been back forth through 9 different emails with a customer service rep from Danby and still no solution to the problem. I have tried calling the company twice and was left on hold for 40 minutes and over an hour respectively and not able to reach anyone. The customer service in this company is atrocious! I need to have a functioning de-humidifier and would like a replacement as soon as possible.

  

  Business response

  08/01/2023

  Arranged replacement for consumer - case taken over by lead.

  Customer response

  08/02/2023

  
  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,
  
  **** *****

*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. ↩