ComplaintsforGlen Dimplex Americas Company

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a product from the company and a part broke. I have reached out multiple times to try to order the part to fix it and have been completely ignored. I spent over **** on this product and now its useless until I can get the part. Going on over two weeks with no response after multiple attempts of contact. I am outraged that a company would act this greedy and unprofessional.

  Business response

  02/01/2023

   Confirmed ************** had reached out January 19th to order a replacement part.  Due to higher CS demands his original inquiry was not responded to until today.  
  CS Manager called **************, confirmed the part he was looking for and placed an no charge order advising the part will ship within the next 5-7 business days to the address he provided, which is a different address than the one shown on the BBB complaint.   Reiterated everything via email as well. GDA ticket reference is 62740.

  
  ******
  **** Dimplex Americas

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a cadet hydronic baseboard heater from ********** in March 2022. The heater contains a sealed tube with a heat transfer fluid that radiates heat. I came home and found the fluid leaking all over my floor. The unit was not sealed properly and leaking fluid can result in a fire. I reached out to the company with photos and a receipt and they refuse to issue a refund. I do not want a replacement, they are defective and a fire hazard.

  Business response

  01/26/2023

  GDA received no notice of this complaint due to the incorrect contact information for our organization until last week.  In review of the consumer's interaction with us ************** was looking for reimbursement of a defective unit which she had purchased and replaced at Home Depot.  In April 2022 we requested a copy of the receipt (which we received) and completed *** forms which we did not receive.

  On January 19, 2023 our CS department called and left a message for ************** and re-sent the *** form for completion (Our ticket # *****).  To date we have not heard back from the customer.

   

   

   

*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. ↩