ComplaintsforDanby Products Inc.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Danby concerning my dehumidifier which was showing an error code for a full bucket. I use a direct line so the bucket wasn't being used. The unit won't work with error code. A rep. named *** suggested putting up the pump arm. I explained the arm was up did they have another suggestion. The website says to expect a reply in 2-3 hours. I have not heard anything for 4 days. I have emailed them each day since Monday. No response. It is impossible to get through by landline I was on hold for almost an hour on Friday. Case #****** and #******. Terrible customer service. If they weren't going to help resolve it in anyway at least have the courtesy to inform me.

  

  Business response

  07/14/2023

  Have taken over the case and are setting up with a replacements under warranty imminently. 

  Customer response

  07/14/2023

  
  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

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got danby washer/dryer in Nov 2022. It has been absolutely nothing but problems. It pours water all over the floor - completely destroyed my flooring (approximately $1500 worth of damage). It doesn't dry clothes, because it just continues to pour water into the machine when the dryer mode is on so the clothes come out drenched (as opposed to slightly damp like they were when the washer mode is done). I've had to throw out about $200 worth of clothes, towels, etc due to mold growth from the dryer not working. I've reached out to danby to have this fixed, and nothing is being done about this.

  

  Business response

  04/04/2023

  Have contacted consumer via their case as a team lead - agent handling the case has already provided service options and explained the warranty process. Consumer is being asked to contact the referred servicer to schedule a service appointment. All will be covered under warranty.

  If they wish to file a claim for the flooring, they can do so through our claims department.

  Customer response

  04/04/2023

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

  As I've told them, there's a charge for this. Which I won't pay. There is no reason why I should need to pay for repair when I've already paid for warranty. 

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

  

  Business response

  04/04/2023

  We are arranging a warranty form to be sent to the service depot to ensure the consumer will not be charged under warranty.

   

  ***

  Customer response

  04/05/2023

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

  This means absolutely nothing to me. Is someone coming to fix this ? I am STILL trying to dry the same load that I was trying to dry in the video that was sent to you guys on monday. It had gone through the dryer 4times already, as shown in the video. It went through 7-8 dryer loads yesterday. It's currently on its 2nd run through the dryer today. The clothes are still DRIPPING wet. There is absolutely no excuse for this.

  This is wasting my hydro, wasting my water, and wasting my time. And there's a very good chance the entire load of clothes is going to need to be thrown out now due to mold because danbys products dont work.

  Get someone to fix this, or get someone to get this awful machine out of my house and give me a full refund for what I paid to get it.

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

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a Danby air conditioner from Blaines Farm and Fleet on August 27th 2022. I had to wait to have it installed until 12/2/2022, due to availability of contractor. Once box was opened, the installer noticed that the unit was damaged. I reached out to Danby as well as Blaines, in attempts to resolve my issue. Blaines told me to contact Danby, which I did and was informed that I needed to contact Blaines. I went back and forth with both of them and finally Blaines said that I will have to go though Danby, as they did not carry the unit any longer. Danby finally returned my numerous emails, informing me that they could give me a 6 month extension on my warranty. I replied stating that this would not work for me, considering the unit is rather badly dented, some of the coils are damaged and the casing is pressed up against the compressor and condenser. Now after sending a bunch of pictures, the receipt, and alot of emails, they want a video of the unit!? I've attempted to reach supervisors in this company to try to resolve this to no avail. My latest email was sent today, but takes days for a response. I just want a unit that's not damaged!

  

  Business response

  12/13/2022

  A supervisor has since reviewed *****'s case. We agree that this damage did happen in transit, and will consider it under warranty due to the circumstances. The unit is inoperable due to the damages. The agent handling the case will now work to provide a replacement unit to the consumer.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Danby 20" electric stove on 9/1/2022. It took some time for me to co-ordinate with the tenant in the apartment to install it. After it was installed, the tenant contacted me that the oven was not working. I contacted Danby and received a case # on Oct. 26. We exchanged half a dozen emails on service provider(None avail), alternate steps, etc. They agreed the unit was under warranty and would be taken care of. The end result on November 8th they sent me an email that they have contacted Lowe's to provide me a new stove. On Nov.14th, they asked me to wait a while longer as I had not heard anything from Lowe's. On November 30th, I told them no response from Lowe's, either give me a stove or give me my money back. no response. On Dec. 4th, same message...No response. I paid $570.91 for this stove

  

  Business response

  12/06/2022

  We have contacted and emailed the dealer the authorization to arrange a replacement. Unfortunately the process has been taking too long.  We have offered to replace the unit from our end instead. We are now waiting for the requested information to proceed with the replacement.

  Customer response

  12/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response from Danby says "We are waiting on the requested information to proceed with the replacement." They have been waiting on a response ( I assume from Lowe's) since early November- I have no clue if Lowe's is willing or able to do this- In the meantime, my tenant has no oven.

  After waiting so long, I want my money refunded and I will buy another stove.

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

  

  Business response

  12/12/2022

  We have reached out to the consumer by phone to offer a refund. We are once again waiting on the consumer to reply to our email with the requested information.

  Customer response

  02/03/2023

  [BBB Transcription via Email]

  From: ***** ****** <*******************>
  Date: Thu, Feb 2, 2023 at 8:37 AM
  Subject: Complaint # ******** Attn: ****** ******
  To: ***************** <*****************>
  
  
  ******,
   Thank you so much for assisting me with this complaint against Danby Products. Your actions caused them to respond to me on December 12 that they would send a refund to me after I sent them required information and some requested pictures. I sent this requested info on January 1 of this year. I have emailed them numerous times asking if the information I provided was sufficient. I have heard no response from them.
   Since the refund check was to be sent about 3 weeks after they received the info from me, I need to know the status .I would appreciate your assistance in determining the status of my refund check.
  Thanks very much for your assistance,
  ***** ******
  

  
  

  

  Business response

  02/03/2023

  Hello,

  I reached out to the consumer yesterday and today by phone and email. The consumer has confirmed by email. I have requested some information in order to proceed with a refund.

  Customer response

  02/06/2023

  
  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,
  
  ***** ******

   

  Thank you very much for your assistance-

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Danby Freezer air is getting inside. New rubber door gasket needed. Everything is crystalized in there. Been going on but it’s getting worse. I have spoken with them on the phone and e-mailed proof of purchase. With both communication I have been told someone will call me back in 3 -5 hours. No one has ever contacted me. I emailed proof of purchase a week ago.

  

  Business response

  11/22/2022

  We have placed an order for a new Gasket to be sent to the consumer. This should resolve the issue once replaced.

  Customer response

  12/16/2022

  [BBB transcription via duplicate complaint]

   

   

  I have a DANBY upright freezer. I need a technician to service and fix the defective product. I can not repair myself. The freezer is very well frosted and it shouldn’t be, I sent DANBY the proof of purchase required but no one has contacted me for a service call.

  

  Business response

  12/16/2022

  We are assisting the cx in arranging a service call to help install a new gasket on their fridge door.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought their refrigerator in November 2021. Spent close to $1120. Exactly to the one year anniversary date, it stopped cooling completely. We reached out through their support webpage, they answered back asking all the details about the product etc. We replied back to their email and they never responded back. Resent the email 3 more times but no response. Even checked the spam folder. Ultimately had to call a local vendor who fixed the refrigerator which cost us $310. Two issues - main one is that inspite of multiple attempts they did not bother to reach back out to us and second this is a bad product which failed at one year mark, which should have been fixed under their warranty but they do have any customer service once they sell the product

  

  Business response

  11/17/2022

  We are working on contacting the consumer and collecting info on the repair. We are treating this as the unit is in warranty, so will compensate for the repair.

  Customer response

  11/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********

  Waiting for them to send over the check. Hopefully should be arriving soon

  If it does not arrive, then should I contact you back?

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Danby dehumidifier which is still under its 2 year warranty is frosting up continually and making a cracking noise. Complete description of problem was given and all questions answered in initial phone call to Danby on early 9/13/22. I promptly emailed in requested receipt for product after phone call. Got automated response with a case #****** that I would be "placed in high priority sequence and would be contacted in 2-3 hrs..." Received email late that night from "******" asking multiple questions (most which were already answered) plus request for pics of product. I emailed back, answering all questions with requested pics on 9/14/22. Got a generic email response that again I would be "placed in high priority sequence & contacted in 2-3 hrs..." By 9/16 I had heard nothing back, so sent email asking for current update on claim. I also called Danby to make sure my correspondence, pics, etc had been received and was told that everything was and that I would be contacted soon. Again I did not hear back so called on 9/19/22, was told that only "******" could handle my case, to which I requested she call me back that afternoon. It's 9/22/22 and I still have not heard back. I called again and the call was cut off. They do not respond to phone calls, emails, nor corresponding with their online customer service option, which only gave me the same generic response of being in priority sequence and giving a new case #******, even though I included my original case number in the online correspondence. This company is not honoring the dehumidifier warranty, has given me the runaround, and caused much stress and 5 hours of my time thus far. I no longer want to do business with Danby and want a full refund for my purchase price of the unit.

  

  Business response

  09/23/2022

  We have reached out to the consumer via email. Due to the lack of stock of a similar model, we have offered a refund.

  Customer response

  09/26/2022

  
  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. However, I would like to keep this complaint open until I actually receive the refund check from Danby for the full purchase price I paid.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife has COPD and is under constant watch. She cannot tolerate mold in our residence. In the past 4 years I have had 4 (four) Danby dehumidifiers, the initial rating 70 pints before the *** changed ratings to 50 pint. None of these units has lasted longer than 10 months and 2 of them under 6 months. I am using them in a totally acceptable way in my crawl space whose area is within the capability of these unit. Danby has replaced each one but the last under warranty (1 year) but I have had no response from them about the current one after an initial reply 2 weeks ago. The dehumidifier has clearly failed and I would expect replacement under warranty but that does not appear to be forthcoming. Meanwhile I worry about my wife's health and she is visiting the pulmonologist as I write, due to breathing and coughing problems in the last few weeks.

  

  Business response

  09/20/2022

  Consumer has been contacted to arrange replacement under warranty. Agent is actioning urgently. 

  Customer response

  09/21/2022

   
  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

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6-19-21 paid $200.00 two year warranty dehumidifier has frost on back i called danby they told me to send pictures of proof of purchase--a picture of the bar code and of it being removed from the unit--a picture of the power cord and of it being cut--i have done this four different times--i have spoken to them on the phone several times and also on email several times all i was getting was the run around --now they wont respond to my emails or the last pictures i sent

  

  Business response

  09/14/2022

  Team lead has reviewed the case, and OK'd moving forward with replacement. Some mix up in receiving cord and tag photos, but consumer has been faithful in all areas of the case. Replacement will be processed and sent out; just asked consumer to confirm unit disposal via email.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My company offers a "bonus" plan where you can use earned points to purchase items. I used mine to buy a Danby chest freezer. It was delivered quickly and damaged. I immediately opened a customer service ticket (#335054) on August 30th. The power cord is damaged: the ground pin is broken off. I attached a picture of the broken part and asked for replacement. I received an email on the 31st from "Kimberly of Danby" asking for proof of purchase. I responded and provided it. On August 6th she responded the cord is on back order for 2-4 months but could check the shop for one there. I responded I had found a similar new cord on Amazon and asked if was safe to use. It has been over a week and I have heard NOTHING from them. Their customer service is non-existent. If you call their toll free number after 2 minutes they tell you to use the online form but then ignore those as well. This freezer is useless and searching reviews the company ships damaged products and does not stand behind them.

  

  Business response

  09/14/2022

  Team lead has actioned the case. Will be providing a replacement or refund at choice of the consumer and picking up unit with bad cord to resolve.

*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. ↩