Complaints

This profile includes complaints for Dometic Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dometic Corp

  5155 Verdant Drive Elkhart, IN 46516

• 

  Dometic Corp

  P O Box 490 Elkhart, IN 46515

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Dometic Fan-tastic bath fan model went out so we purchased a replacement motor/fan assembly May 27th from *********** on ******. We installed it on June 2nd the day it arrived. Immediately it started making noises clicking and then. Terrible screeching sound and eventual quit working a day later. I spent Three weeks arguing with the ****** store and eventual ****** authorized a refund. We ordered another one the next day from Boat and RV accessories on ****** when the refund was processed and today we received and installed it and its again making the exact same noise as the previous one. K8017-00 Is the fan replacement model. Im not sure if Dometic Chinese manufacturers are sending bad products bu lt something is definitely wrong with their products having two different stores having the same issue with the fan. Its summer out and we cannot go with out a fan waiting weeks for RMA approval or shipping.

  Business Response

  Date: 07/11/2023

  We reached out to the customer two times and was directed to leave a voicemail.  **************** can reach out to use at ************** and ask for **************, we can also be reached at ********************************************** with Attn: ****** in the subject line.  She will assist with the issues with his fan.

  Sincerely,

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

  Customer Answer

  Date: 07/11/2023

   I am rejecting this response because:
  I had reached out to ****** and left a message with her to call me back and I have only received the initial phone call, she never reached out to me again after that. I will send my complaint to the email provided that way I will have an additional paper trail in case they dont get my email. 

  
  

  Business Response

  Date: 07/21/2023

  ****************, 

  I apologize for the issues you have you encountered with your fan and the communication you have received from Dometic.  I have given your case and information over to ************************************* to reach out to you regarding the situation with your fan.

  Sincerely,

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

  Customer Experience Supervisor-Consumer

  Customer Answer

  Date: 07/21/2023

   I am rejecting this response because:
  I have reached out to ********* with my concerns and two days no response. 
  
  

  Business Response

  Date: 08/10/2023

  We are working directly with the customer to replace their fan.  I have a representative working on the service event authorization and the replacement order.  Once that is completed, they will email **************** with the updates.

  Thank you,

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

  Customer Experience Supervisor-Consumer

  Customer Answer

  Date: 08/10/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I start. The dometic toilet would not hold water. Replaced gasket 3 times, stinks to high heaven. I junked it. The real reason is my water heater is now belly up. 2022 grand design, 2 trips in it, and Im having to fix junk in a 55K trailer. Instructions have no troubleshooting nor is there a reset switch. Email Dometic wit no response. Im 68 years old and not in the best shape to be dealing with inferior products. Come on Dometic, the internet is full of people trying to fix your s*** Gimmie a call.

  Business Response

  Date: 07/11/2023

  We reached out to ************ via email and left a voicemail for him on 7/10.  He is taking the unit to a service center this Friday for assistance.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-27-21, I purchased several bbq components for my backyard bbq island at BBQs ******. One of the items was ***** Heat 20" outdoor fridge (model DHOR20, sku#******). Due to covid, shipments were delayed, and I didn't receive my items until a few months later. Once the ***** Heat refrigerator was installed (still within the 1 yr warranty period), I immediately noticed the refrigerator door would not stay shut. The seal or gasket was not sealing properly, causing rain water to seep inside, beverages exploded inside, and mold accumulated inside the fridge. I contacted BBQs ****** and spent the next few months trying to get them to fix it under warranty. After a few months, they finally advised me that I would have to go through Dometic/***** Heat myself. Over the next several months, I then attempted to contact ***** Heat and left several voice-mails on a female's voice-mail regarding my issue. I never received a phone call back from her. On 1-26-23, I finally spoke to a live person at ***** Heat. I explained why I am outside my 1 yr warranty and he told me to email with the following information and explaining why i am outside my warranty period. Over the next few months, ***** heat attempted to troubleshoot my fridge issues by sending out a new gasket, which did not solve the problem. They then sent me out 2 door hinges, which also did not solve the problem. On 6-20-23, I emailed ***** heat advising that their solutions did not work. They responded that warranty expired and provided a list of service companies to diagnose the problem at my own expense. On 6-20-23, I called ***** Heat to explain why this was not a typical warranty situation, since I didn't receive the fridge for months due to delays in shipment, pool contractor installation (months later), bbq ****** delaying warranty service for 1 yr, no call backs from ***** heat, troubleshooting by company, etc.I asked to speak with a manager and was denied his phone number or email.

  Business Response

  Date: 07/07/2023

  The customer has been contacted by me and a replacement unit has been offered to resolve the situation.

  I have attached the correspondence between the customer and myself regarding this issue.
  

  thank you,
  

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

  Technical Service Manager

  Customer Answer

  Date: 07/10/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new Dometic Brisk II Rooftop ** 15,000BTU on 9/19/21 with a Manufacturers 2 yr warranty.Worked fine until approx 1 week ago we noticed that the ** shut off overnight while we were sleeping. We attempted to get the ** to restart but it would only hum.My husband removed the cover and spun the squirrel cage and it struggled and then started spinning. As soon as the motor got warm the unit shut off again. We purchased a replacement capacitor thinking that was likely the problem and after replacing the capacitor we have the same issue. We know now that the motor is the issue and not the capacitor. When the motor warms up it becomes extremely tight and hard to turn over. I investigated warrantee options and I was told I had to remove the ** and take it to a dealer for diagnosis (Leaving a gaping hole in the roof of my camper) or pull the camper off of a permanent campsite and tow it to a dealer. The other option was to have a Dometic certified technician come out to our campsite and call Dometic to tell them what we already know (AT MY EXPENSE). Either option is going to cost the consumer a substantial amount of time and/or money. I was under the impression that warrantee meant the company stands behind the product and covers diagnosis and repairs but it appears that Dometic has it figured out. Make it hard enough to obtain warrantee coverage and the consumer will give up and pay for a replacement or repairs themselves. Well Played Dometic.

  Business Response

  Date: 05/31/2023

  Dear ************,
       We apologize for the issues you have encountered with the Brisk II air conditioner on your coach.  The unit is still under the 2-year warranty until September 19, 2023, based on the receipt from your purchase that was provided.  Per our warranty statement,Dometic covers parts, flat rate labor to complete the repair, and the shipping of the part to an authorized service center for manufacturing defects.  *********** call fees for a mobile service center to come out to your location are not covered under the warranty; however,Dometic will cover up to $100.00 of the service call fee as an onetime goodwill gesture to have a technician come out to your location.  Any fees above the $100 would be your responsibility to cover.  We can assist in locating mobile service center in your area, please send the request to **********************************************.  To document the offer to cover $100 of the mobile service call fee in our system, we will need the model and serial number of the air conditioner.  I have attached a copy of the warranty statement for the air conditioner as well. 

  Sincerely,

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

  Customer Experience Supervisor-Consumer

  Customer Answer

  Date: 06/04/2023

   I am rejecting this response because: there is no mobile service center that services my area. There are 2 approved RV dealerships in our area and neither do mobile.  We have had a certified HV** technician look at the ** and he has verified that the motor is the problem.  He is willing to write a statement to that effect.  It would be cheaper for me to just purchase purchase another motor and have him install it than to pay someone to travel from 2 cities away (and I dont think they will travel that far) to tell me what we already know.
  Again, its cheaper for me to fix it myself than it is to jump through hoops to have the warranty honored unless Dometic wants to send me another motor and we will pay the technician to install it. 

   

  
  

  Business Response

  Date: 06/14/2023

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

  Per our warranty policy, the unit has to be diagnosed by an authorized service center and if part(s) are deemed a manufacturing defect, they must be installed by a certified technician.  Is the HVAC technician that you had test the unit willing to contact us to complete the warranty repair?  Can you provide the contact information for the HVAC technician, so we may contact him?  

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because:
  

  The statement from the **** repair service is attached. I have already ordered the replacement motor for the unit and scheduled repairs.
  With the weather getting warmer it will soon be necessary to have the second AC unit functional and we can not afford to delay repairs any longer. 
  Per my initial assessment, it is more economical / convenient for the customer to cover the parts and service than to try to check all the boxes necessary to obtain warranty coverage through Dometic. 
  

  
  

  Business Response

  Date: 07/10/2023

  Per Dometic's Warranty Policy and has already been stated, the work needs to be completed by a certified technician and we have authorized to cover the mobile service call fee up to $100.00 as a goodwill gesture.  We also offered to work with the HVAC technician that originally came out to you to complete the repair.  Unfortunately, if you choose a different route, Dometic is unable to assist further with this.  The customer can submit receipts, diagnostics, and letter stating why they paid out of pocket to Dometic for review.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a dometic toilet in an RV, and am getting it ready to be sold. I have a toilet that is terrible and smells! After researching I saw that there was a problem with these. I called and spent several hours on the phone, confirming my model and that it was included in this. I received an email from *****, asking for my information. AFTER sending the information, or during the time that I was sending it, I received an email stating it would not be replaced. I had given the model to 4 diff people and confirmed it would be replaced. ***** ever contacted me that there was an issue, no recall, no email, apparently it was quiet by the company. I would have happily requested this early on in my ownership. However, at this point I have been lied to, and ***** will respond to my emails. I understand a second owner can request this, and I have promised this replacement based on my conversations with you. So, at this point I need to know what to provide to show a new owner, or how can we resolve this! This is just terrible business!!!

  Business Response

  Date: 06/02/2023

  We reached out directly with the customer on Monday May 22, 2023 with the response below.
  
  Good Afternoon ************,
  
  Upon reviewing the information provided, the serial number ******** is not within the timeframe experienced with the odor issue.  The serial number indicates the toilet was manufactured in 2014. At this time, Dometic respectfully denies the request to replace the toilet as a warranty authorization.  We would be willing to offer the 300 series toilet at a discounted rate of $108.00 with free shipping.  If you are interested in the offer, please call ************** and mention the approved rate.
  
  Sincerely,
  ***************************
  Customer Experience Supervisor-Consumer
  
  We upgraded her toilet for the 310 series for the same discounted rate of $108 plus free shipping.  She called in on May 25 to complete the order for the replacement toilet.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2022 **************** from General RV, *********, **.The Dometic refrigerator is not working properly. The dealer did a test of the fridge. The test showed that the fridge is operating at 43 F degrees. This temperature is unsafe for food in a refrigerator. I have contacted Dometic and they tell me that this temperature is within their thresholds. I would like the refrigerator replaced. They are unwilling to work with me on this matter. I am hopeful that your can help.Thanks ***********************

  Business Response

  Date: 03/21/2023

  Thank you for this information. I have consulted with our technical team and the industry standard for RV absorption refrigerators is that a refrigerator is running correctly if the temperature inside with a thermistor plugged in is 43 degrees F or less. I do see from your report that yours is running at the 43 degrees exactly. This puts the unit into the correct levels, however barely. If you are getting this temp at a high heat temperature in the ambient air, then your refrigerator is fine. If you are getting this temp in an ambient air temperature of under 90 degrees F then you could have a venting issue. Usually if your refrigerator is running and it is on the cusp of the high temp allowed, there is some venting issue in the installation of the refrigerator. You may need a fan added or their may be some spacing around the back of the refrigerator that should not be there. If it is not the venting issue then your heating element MAY be starting to go bad, however it is more likely the venting of the refrigerator, especially if your refrigerator is in a slide out. I'm not sure of what your installation looks like so I cannot say for sure, but I would suggest looking at the installation of the unit and seeing if there is any spacing on the sides or top of the unit. The clearance on the sides and top should be 0. If there is even a 1/4" of spacing this will affect the performance of the refrigerator. If you see that there is spacing then put some insulation in the gap and see if your refrigerator performance gets better. 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Dometic ** for our RV in August 2022. After having it installed, I was having some trouble with the ** freezing up. I was told by Dometic that Id have to purchase a new thermostat and control box because the ones I had were not compatible with the new unit. On August 22 I purchased a new thermostat and control box from ******** in ********* ** for $195.62 and had them installed. My problem with the ** persisted but was told by Dometic that Id have to take my RV to a Dometic certified repair technician for warranty. My RV is set up permanently, so that was not possible. They also said I could pay, at my own expense, to have a mobile RV tech who was certified by Dometic to come to me. As I did not have the money at the time, I had to wait. On March 1, 2023 I had a Dometic Certified technician come out to look. He said the thermostat and control box needed replaced and set up a warranty replacement through Dometic. However, I would have to pay for the diagnostic and the mobile fee and taxes. The tech came today, March 16, 2023 and replaced the thermostat and control *********, the warranty replacement is doing the same thing. When the ** is set to Auto, once it reaches the set temperature it shuts off as it should. However, when it warms back up past the set temperature, it wont automatically come back on. I have to reset the thermostat for it to work each time. Now, my tech has to get another warranty replacement and then install it. I feel since this will be the third set, that I should not have to pay a dime. Dometic should pay all costs associated with another install AND should reimburse me for the prior cost of installation and diagnostic. This is an ongoing issue and feel Dometic is 100 percent liable for all costs associated.

  Business Response

  Date: 03/17/2023

  Thank you for this information. I have consulted with our trainer regarding the issue you are having. Because it has happened 3 times I was not certain that it is actually a defect with the thermostat. He is telling me the following regarding the issue you are having. "This sounds like an installation issue... there is cold / warm air mixing in the plenum, so it was not 100% sealed between the return and the discharge. The ** is freezing up and locking itself until the customer resets this by turning the stat off and on." If the unit is not sealed properly this is from the installation of the unit. I would suggest having this looked at by the service center when they look at your thermostat again. It is most likely not a bad thermostat causing your issue. 

  Customer Answer

  Date: 03/17/2023

   I am rejecting this response because:
  
  This is not an air mixing issue at all. My plenum is properly sealed. This problem only happens when my thermostat is in AC and set to auto. When the air inside heats up past the set temp, the ac does not come back on automatically as it should. This is a problem in the relay inside the control box. There isnt even a click, so it doesnt try and come on. The unit properly works if the fan is set to high or low. The other issue is that yall lied to me and said my old thermostat and box would not work with my new ac unit, forcing me to purchase a new set. Between that and paying a tech, Im out about $400! 

  Business Response

  Date: 03/17/2023

  Thanks for the follow up. Could you please email me direct with all of the information so I can have someone better versed in technical troubleshooting work with you to determine what needs to be done? ? My email is ****************************************************. 

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Model 300 Serial # ******** SKU # ********** Mfg # ********* Date of purchase 6/16/2018 The Dometic 300 toilet developed a smell during our first camping season, which has gotten worse over the past four years. We tried several remedies regarding the black tank, and on our last outing were so frustrated that we googled the possible cause--and found out that Dometic has had issues with this model for six years. Many people said they have had replacements issued, but also advised that the company does not stand behind its products. I contacted Dometic. Rep on the phone said a replacement would be issued, but when I sent the info by e-mail we were told that no claims past three years from date of purchase would be honored. A second-hand purchaser would have one year to file a claim--that makes no sense to me. This toilet has had a known issue, which caused a re-design (you can tell by the serial number if you have the re-designed toilet or not). I hope this has not damaged the flooring in our trailer, which other customers have reported.

  Business Response

  Date: 10/19/2022

  Thank you for your inquiry. I am sorry that you are frustrated with your toilet. Our warranty is 2 years from the date of purchase. We have extended that on the toilets an additional year as a goodwill gesture. Your toilet is 4 years old and therefore outside of the goodwill period that has been authorized to replace a toilet under warranty. The warranty statement that you received shows that it is a 2 year warranty. I have attached a copy of our warranty statement for you. - ***************************

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:
  
  1) This was a faulty product from the moment it was manufactured.  The fact that there is a serial number division separating problematic units from acceptable units indicates that Dometic knows that these were problems.

  2) An original owner has three years to get a replacement.  A purchaser of a used unit has one year.  If I sold the trailer to a ****** I could have him get a replacement, but I can't?  Makes no sense.

  3) The warranty, as you note, is good for two years.  You're replacing them for three years?  Why?  "Goodwill?"  Do you always extend warranties for a year to earn customer goodwill, or is it because you know this is a faulty unit and you are concerned about possible class-action lawsuits?  

  4) This unit failed us in our first camping season.  Over and over, I tried other remedies with the black tank.  Why didn't I suspect the toilet?  Because I've been around RV's my whole life and I've never seen a toilet fail.  They're not hard to design or manufacture, and they've been around for 70 years!  It simply never occurred to me that a storied brand like Dometic would s**** up something as simple as a toilet.  Had I begun looking at ******* and RV user groups online, I would have known immediately that the 300 was no good.  Your product is infamous, and you are damaging your brand by sticking to an arbitrary three-year window.  If you're confident that your warranty is sufficient to cover the product, fine.  Why the extra year?  

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/24/2022

  I am sorry that you are unhappy with the warranty of your product. The warranty for tolilets is 2 years from the date of purchase to the first purchaser. That is clearly stated in the warranty statement that I attached with my last response. As for why we extended the warranty a year, that is because yes, we do know of this issue and because of COVID, people were not able to get these units looked at and fixed in a timely manner. Because of that we extended the warranty for this issue for an additional year. The goodwill was because we know that many people were not able to get to a service center right away. 

  As for your statement that selling your unit would get another person a better response, that is untrue. The extension is from the original date of purchase only. 2nd owners do not get any further warranty coverage other than that we will replace a toilet with this issue for them during the warranty period of 2 years from original date of purchase. (the date the first purchaser bought the unit, not the 2nd owner)

  Unfortunately your unit is 2 years out of the original warranty. The claim on this is denied due to our warranty is 2 years and your unit is 4 years old. I am sorry that you did not take the unit to be looked at, but the warranty has expired on your unit. 

   

  *******

  Customer Answer

  Date: 10/24/2022

   I am rejecting this response because:
  
  See attachment to understand why I said second owners have a year. You may wish to inform ****** S of your policy. However, that doesnt matter in our case. 
  

  If Dometic is proud of the product it built and feels good about the way it treats customers, then great. Until someone organizes a class action lawsuit and forces you to to replace all the toilets with a serial number that shows they are known to be faulty, you probably wont do the right thing. 
  

  I hope you all the goodwill you are creating! 

   

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Dometic CFX3 fridge broke after 21 months of use, extremely disappointing since it was a $1500 purchase and the thermostat couldnt survive 2 years. While contacting Dometic I learned that the fridge had a recall for potential setting on fire or burning out all your vehicles electrical. I was never contacted about this. The fix was placing two sticker and saying dont plug the fridge into 12v and regular power at the same time even though it was advertised as being capable of that when I purchased it. After filling out the form and sending all the required documents in, Dometic stopped responding to me. I followed up general customer service and that didnt lead to any help either. Extremely frustrated at Dometic for ghosting me. Also I spent over an hour on hold in first position with their recall department. No one ever picked up.

  Business Response

  Date: 08/17/2022

  Thank you for this information. I do apologize for the frustrations you are having. I am wondering if you could please email me direct with the correspondence that you have had with our teams and also let me know what the email address that you sent your emails from and the phone number that you called from when you were on hold for an hour I will look into the delays for you. 

   

  In the meantime, please email me at *************************************** and I will get you taken care of with the defective unit. 

   

  Thanks,

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

  Warranty Manager Dometic Amercia's RV Division

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2021 I bought a tiny house that contains a Dometic ** furnace. The furnace was converted from LP gas to natural gas. The furnace has never worked. Myself and 2 HVAC professionals have contacted Dometic SEVERAL times regarding the issue. I have contacted NUMEROUS ** dealers in an effort to have the furnace looked out before the warrenty runs out in 2023. All the ** dealers either do not make service calls or work on units they did not sell. I heated all winter (2021-2022) with electric heaters, which is dangerous and puts out a lot of fumes. To this date, nothing has been done to resolve the issue. Dometic personnel have hung up on me several times, said they were going to "escalate" my concern and never did, or wanted my HVAC professional to wait on the phone up to 45 minutes to speak with a domestic specialist-which I can't afford to pay for. I have currently been waiting 2 weeks for an "email" from Dometic as to "the next step." I do not want to go another winter using electric heaters when I purchased the brand new furnace as part of my tiny house. I need my furnace fixed or want to be reimbursed for the cost of the furnace in order to purchase another heat source for my house.

  Business Response

  Date: 08/08/2022

  Thank you for your information. I have sent you a seperate email requesting more information on your furnace. I did not find anything in the emails that we have where you have sent us an email with the email address **********************. Please respond back to the email that I sent so that I can further assist you on this matter. - *******

  Customer Answer

  Date: 08/16/2022

   I am rejecting this response because:  My email has been down and I just got this today (8/16).  I need to contact my HVAC person, that converted the gas from propane to natural, and have him look at the information from Dometic to see if that fixes the problem before I am able to accept the business response.
  
  
  

  Business Response

  Date: 08/18/2022

  I look forward to your communication. 

  Thanks

  *******