Complaints

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:06/26/2023

  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.

  Dear Better Business Bureau, I am writing to seek your help and support regarding an issue I encountered when purchasing a home dehumidifier. I purchased a 335 model home dehumidifier from a company, but upon receiving and installing it, I discovered that it had a 277-volt plug instead of the 240-volt plug required for household appliances. I did not request a 277-volt dehumidifier during the purchase. After consulting with professionals, I learned that this is a commercial dehumidifier, and a household dehumidifier should use a 240-volt plug. I contacted the seller and requested a refund, but they refused, claiming that the product had been used. They argued that dust on the filter indicated that the dehumidifier had been used, the packaging box was not fully restored, and the water inlet was wrapped with waterproof tape. However, I explained that these were all issues that were inevitable during the transportation and installation process. The dust was from the transportation process, the packaging box could not be fully restored because the dehumidifier weighs 290 pounds and had to be torn open to move, and I wrapped the waterproof tape around the water inlet during the installation process. These were all problems that were unavoidable during the transportation and installation process. The seller also did not provide clear and precise product information, which indirectly led to me purchasing the wrong product. Despite my explanations, the seller refused to refund me, claiming that the product had been used. I am very disappointed and frustrated, and I hope to find a reasonable solution. I request that the seller replaces the dehumidifier with one that meets household standards or refund me for my purchase. However, the seller still refuses to refund me, claiming that the product has been used. I am reaching out to you, as an organization that protects consumer rights, to provide me with reasonable help and support. I hope that you can reconsider my refund request and return the cost of my purchase. If this is not possible, please replace the dehumidifier with one that meets household standards to meet my needs. Thank you for your attention and assistance. (Please reply via Gmail if possible. If you need to reply by phone, I will need a Chinese interpreter.)

  Business Response

  Date: 07/11/2023

  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ************ regarding their recent purchase of a dehumidifier from our company. We have been actively engaging with the customer to address their concerns and find a suitable solution.
  
  Since receiving the initial complaint from him, we have closely examined the circumstances surrounding **************** purchase and we have been working diligently to assist the customer. As soon as he let us know we immediately contacted our distributors and requested a return. The distributors sent a pickup from their location,  but after the distributor received  and inspected it they noticed that it was opened and used, therefore the distributor did not allow for the return (Pictures attached). We constantly kept trying to request our distributors to find a solution so that we can accommodate ************* 
  
  
  After a multiple attempts and constant requests on our end, our distributor were finally able to  get a solution that will allow ************ to use the dehumidifier in their location. Specifically, they are in the process of arranging the shipping of free adapters that can enable them to connect the dehumidifier to their existing electrical system.
  
  
  While we genuinely empathize with Mr. ***** frustration, we have been transparent in our discussions and have kept them updated throughout the process. We kindly request Mr. ***** patience as we await the shipment of the adapter from the distributor. We appreciate Mr. ***** cooperation throughout this process, and we will continue to work tirelessly to ensure their needs are met. Our aim is to provide a mutually agreeable resolution that aligns with their expectations. 
  
  
  When we last spoke with ************, he agreed to the resolution we provided and was satisfied with what the distributor has offered. 
  
  
  Thank you for your attention and support in facilitating communication between ************ and our company. We trust that the Better Business Bureau will consider these ongoing efforts as they address the customer's complaint.
  
  
  Sincerely,
  *****
  Grohydro Supply
  
  
  

  Customer Answer

  Date: 07/13/2023

   
  Complaint: ************
  
  I am rejecting this response because: I have waited for two weeks and the merchant still hasn't clearly stated whether the transformer can be provided for free and how long I need to wait. The merchant's response time has exceeded a reasonable range. As a consumer, I should not bear the cost of purchasing the transformer because it was not what I expected when buying the product. I still believe that giving me a household dehumidifier that meets the standard voltage is the best solution because it would save me a lot of time. Since I don't know how long I still need to wait to use the product and achieve the expected results.
  
  Although using a transformer as a solution is technically feasible, I have some concerns. First, I am worried that using a transformer will increase electricity consumption and lead to additional electricity expenses. I did not consider these costs when making the purchase, so I should not bear them. This is a concern for me because I want to use energy-saving devices and reduce household energy expenses.
  
  Secondly, I also consider the possibility that I may no longer need this dehumidifier in the future and may need to resell it. Using a device that requires a special voltage will lower its market value and may limit my ability to sell it at a fair market price and restrict my choices as a consumer.
  
  Therefore, I urge the ******************** to intervene and assist in resolving this issue. Compel them to fulfill their responsibilities and provide a household dehumidifier that meets the standard voltage.
  
  Thank you very much for your attention to this matter. I look forward to your assistance in safeguarding consumer rights. I believe your intervention will have a positive impact on the speed and quality of the merchant's provision of a clear solution.

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

  Business Response

  Date: 08/02/2023

  I hope this message finds you well.
  

  We wanted to follow up and confirm that we have already notified ************, and let him know that he can pick up the booster/transformer (Free of charge) about 2 weeks ago. After discussing this matter with our distributor extensively, this solution is the best possible outcome we were able to secure from the distributor/manufacturer. 

  We have been very professional and transparent throughout the whole process, We have also told him due to the broken bounds of the return policy, (unit being used and opened) the distributor will not allow processing of return. It is worth mentioning that under normal circumstances, the distributor would have no issue taking the return. However, due to the system being opened and clearly used by the client, they were unfortunately not able to allow for a return due to their return policy.  

  
  We appreciate your understanding and cooperation in this situation.
  
  Kind Regards,
  Grohydro Supply