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Business Profile

Vacuum Cleaners Repair

Dyson Repair Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacuum Cleaners Repair.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/14/2024

    Type:Product 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.
    On January 14, 2024, we purchased a brand new Dyson humidifier, model Ph04, through an online agent. However, we encountered significant issues with the machine in September and dropped it to Dyson Paramus without an appointment on September 14, 2024.

    Upon contacting Dyson multiple times, we learned that the account associated with the purchase is currently under fraud investigation. Initially, we suspected that the issue arose from the fact that the machine was registered to both my girlfriend and my account. However, upon further verification, we discovered that we had indeed used the same account in the Dyson app, and the account in question is owned by an individual named Jiajun W. whom we don't know.

    This revelation raises several concerning issues: 1. An unknown individual has gained access to and registered the machine, potentially allowing them to monitor and control the device via the Dyson link app. This poses a significant risk to our privacy and data security.
    2. There is a possibility that the new machine was previously sold to someone, registered and returned. Then the machine was resold to me as new, which is unacceptable.

    Given these concerns, we request that Dyson escalate this matter to a decision-maker ASAP. Privacy is of utmost importance to us, and if Dyson is unable to address this matter satisfactorily, we may consider pursuing legal action.

    Business Response

    Date: 11/20/2024

    As we are a small service center for a large global company, Dyson, ***** we have to follow procedures created by the company. This account had some red flags that required us to turn it over to our **************************** As soon as we received a determination that we could move ahead from that group, a new humidifier was exchanged for their old one. This complaint should have been filed against our U.S. corporate office in ******* not our small service center as it was beyond our control. 

  • Initial Complaint

    Date:07/25/2023

    Type:Service or Repair 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 the Dyson in December 2022 as a gift for myself for Christmas. I truly started using in February. I have only use the Dyson several times. On or about May I called in for the issue of heating issue. They replace a part, used it again and the heating issue continue. Spoke with warranty department (did the video to show the issue). They replace the filter to see if that was the issue. Now the 3rd level speed does not function. Honestly, I am tired of going back and forth. After writing the warranty department their solution is to take the vacuum to ******* **. With all honesty I wasted enough time with emails and phone calls to resolve this issue and I am not going to take off from work to take a faulty vacuum. I will prefer to ship the vacuum back and get reinburse for the item. Respectfully, ******************* ************

    Business Response

    Date: 08/02/2023

    Customer has not visited the **** however we have been in contact with customer to offer assistance. Customer refused to complete troubleshooting to resolve and arrangements have been made to ship her unit for an inspection. Dyson warranty covers manufacture defects. The warranty does not cover wear and tear, accidental damage, maintenance or blockages. Customer is aware if issue is related to non warrantied event, repair would be chargeable. 

Dyson Repair Center is NOT a BBB Accredited Business.

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