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Business Profile

RV Equipment

Dometic Corp

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/21/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 sandstorm 242GSLC toyhauler in December of 2020 in early 2022, the refrigerator stopped working. Dometic product model DM2872 serial# **********. I took the rv to a local repair center and he diagnosed the circuit board as an issue. Dometic agreed to warranty the circuit board and provided a new one. The board immediately went out after being installed, so the tech requested a whole new refrigerator. Dometic is now refusing to honor the warranty, first stating that an aftermarket fan would have had to be installed prior to use, and then stating the fridge was installed incorrectly. There is no literature about having to buy a fan to keep the warranty in tact. The trailer tech said there are no indications that the refrigerator was installed incorrectly. Dometic now refuses to email me back or take care of this. I have been unable to use my brand new trailer for several months and I am continuing to make insurance and principal payments on it.

      Business Response

      Date: 07/21/2022

      I have researched the conversations had between our tech dept and the service dealer. The tech dept noticed when the pictures were submitted that the venting (spacing) around the refrigerator is not correct. It should have no space without insulation in the spaces around the refrigerator sides and top. This unit had space on the sides and a small gap at the top. These gaps lead to stagnate air flow and causes the cooling unit to "cook itself"; cauging overheating and the refrigerator not working. This happens over time when there is a gap in the installation. The mention of a fan was made to say that this was something to consider to help the air flow. The issue with the refrigerator is due to the way it was installed and that is not done by Dometic. That is why this was denied. Dometic sending a replacement will do the exact same thing because the venting is incorrectly done. This is an OEM issue and not a Dometic warranty issue. 

      Customer Answer

      Date: 07/21/2022

       I am rejecting this response because:

      I have received no legal literature corroborate the decision. The denial is based on a matter of opinion. The RV repair company has stated that this is the way all of dometic refrigerators are installed. Their irresponsible tactics when instructing companies on installation should not be my fault. I would like them to send back the picture compared to a picture of how it would look if properly installed. 

      Business Response

      Date: 07/26/2022

      I'm sorry you are not interested in the response but that is how the installation manual states a refrigerator is to be installed. It clearly states that there is to be 0 inches of clearance around the refrigerator. The fact that there is clearance around the refrigerator means that the air is not flowing correctly and the cooling unit will burn up because of that. A fan is suggested as a way to help move the air better but the real issue is the clearance around the refrigerator. That is what caused your issue and that is from the installation of the unit not the unit itself. Dometic does not install the unit but does give specific instructions in the installation manual that there can be not space around the refrigerator in the installation. The manual also suggests installing a fan for better air flow. Again, this is not always a requirement but it does help. 

      Customer Answer

      Date: 07/28/2022

       I am rejecting this response because:

      Thank you for the response. After sending photographs that prove the installation was done correctly and there is no gap, I have received a phone call saying the refrigerator will be warrantied. 

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