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:09/13/2022

  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.

  6-19-21 paid $200.00 two year warranty dehumidifier has frost on back i called danby they told me to send pictures of proof of purchase--a picture of the bar code and of it being removed from the unit--a picture of the power cord and of it being cut--i have done this four different times--i have spoken to them on the phone several times and also on email several times all i was getting was the run around --now they wont respond to my emails or the last pictures i sent

  

  Business Response

  Date: 09/14/2022

  Team lead has reviewed the case, and OK'd moving forward with replacement. Some mix up in receiving cord and tag photos, but consumer has been faithful in all areas of the case. Replacement will be processed and sent out; just asked consumer to confirm unit disposal via email.

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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 company offers a "bonus" plan where you can use earned points to purchase items. I used mine to buy a Danby chest freezer. It was delivered quickly and damaged. I immediately opened a customer service ticket (#335054) on August 30th. The power cord is damaged: the ground pin is broken off. I attached a picture of the broken part and asked for replacement. I received an email on the 31st from "Kimberly of Danby" asking for proof of purchase. I responded and provided it. On August 6th she responded the cord is on back order for 2-4 months but could check the shop for one there. I responded I had found a similar new cord on Amazon and asked if was safe to use. It has been over a week and I have heard NOTHING from them. Their customer service is non-existent. If you call their toll free number after 2 minutes they tell you to use the online form but then ignore those as well. This freezer is useless and searching reviews the company ships damaged products and does not stand behind them.

  

  Business Response

  Date: 09/14/2022

  Team lead has actioned the case. Will be providing a replacement or refund at choice of the consumer and picking up unit with bad cord to resolve.

• Initial Complaint

  Date:08/18/2022

  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.

  I originally filed a warranty claim on 8/10/2022 for a defective dehumidifier. All necessary paperwork has been filed: purchase info and a picture of defective unit - froze coils which means low/no freon. I received a CASE number for further identification. I was contacted via email by ****** on 8/11/22 with various questions. All questions were answered the same day. I called at approximately 3:00pm EDT that day and spoke with ***** which told me ****** would contact me within the next hour. No phone call from ******. I waited until 8/17 and called again at approximately 1:40pm EDT. This time I spoke with ****. She again told me that ****** would 'call' me shortly. **** verified that all necessary info has been received.

  

  Business Response

  Date: 08/19/2022

  We have reached out to the consumer and offered a refund.

  Customer Answer

  Date: 09/07/2022

  [BBB transcription via phone call]
  
  
  
  
  The consumer has received the refund and the complaint can be closed as resolved.  
  
  
  

• 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.

  I purchased a new Danby Dishwasher (Model #DDW1804EBSS) and parts were damaged and are missing from Charllie Wilson Appliances in Clarksville, IN. Our contractor tried installing the dishwasher. I need two installation braces to attach the dishswasher to my cabinet and the two outer rubber seales are distorted and damaged. Charlie Wilson Appliances have been trying for over one year to obtain these parts without any luck. I recently contacted Danby directly in hopes they would be able to help me with the parts. They sent an engineering parts document with associated part numbers. The installation brackets were not on the diagram they provided. The outer rubber seals were not on the parts list either. I had asked to speak with an engineer for help. However, they have tried to resolve by email. I received an email stating the parts I needed to order. I cannot tell at this point if they are the correct parts. I am not impressed with their customer support. I would like someone from Danby to confirm the parts are the exact parts I need. I have sent them pictures of both parts, and they still come back and ask me questions regarding the parts. I feel like it is a kick the can down the road delay tactic. It is exhausting. I believe Charlie Wilson Appliance must have experienced the same issue when trying to order the parts for us over the last year. I am not impressed by the Engineering documentation, parts and etc. The other issue is, I have not used these diswasher once in the last year. My warranty is null and void basically and I have no idea if there are any manufacturing defects with its performance. I would like for Danby to confirm the parts for sure that I need as well as provide warranty since I have not been able to use their product one day at this point. It looks as though they are going to make me pay for the parts, however, I am not sure they are the correct parts. Charlie Wilson tried to order parts for us and they have not been the correct parts on arriva

  

  Business Response

  Date: 08/31/2022

  We have been in communication with the consumer and have provided them with the installation brackets. We are working to obtain the other parts required.

• Initial Complaint

  Date:08/15/2022

  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 wife and I purchased a Danby dehumidifier in September 2020. It has since stopped working properly, and Danby acknowledges it falls within warranty per customer service emails. My wife filed a warranty claim July 10 of this year with the case number ********** and was supposedly in "priority sequence."
  
  It had taken weeks to get a substantive response, which essentially equated to "cut the power cord, send us pictures of you cutting it and after it's cut, and we will get back to you." After doing this, we once again waited weeks to hear back, and we had to reach out for an update, only to find out they don't presently have the unit, but they can send us a lower grade model without a pump to replace it (the issue was that the pump stopped working on ours, rendering the proposed replacement meaningless). This was an unsatisfactory response and offer.
  
  We stated this wasn't satisfactory and requested a higher grade model with pump in order for them to honor the warranty since they do not have the current model in stock. We got a response from customer service literally stating he was "pleading" with us to accept the offer. We insisted this was unacceptable and wanted the warranty honored.
  
  Since that time during the heatwave and ensuing rains, our house has become incredibly humid and muggy. Our doors don't close properly (we've had to take them off hinges and shim them just so people can use the bathroom in privacy) due to the expanding wood from the dampness of the air, and we've had to run the air conditioner more than we normally would, further impacting the cost of Danby's negligence. This wouldn't have happened if they didn't insist that we photograph cutting the power cord when they didn't have a replacement in the first place. We could have at least used the default function.
  
  Our expectation:
  1) Send a higher end model with pump through expedited shipping at no cost to us.
  2) Provide an additional warranty on the replacement.

  

  Business Response

  Date: 08/17/2022

  Team lead/supervisor has contacted the customer. We have offered a comparable unit with a pump as a replacement, and will offer to extend the warranty on that unit too.

  Gave consumer this option or a full refund as options.

• Initial Complaint

  Date:08/10/2022

  Type:Customer Service 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.

  Danby Dehumidfier bought on 7/14/21 from Costco noted to be frosting with icebuildup and water leakage on 8/3/22. Danby called given case no 327872. All info and receipt sent. No response yet. Called multiple times, always say will get back to you but do not. On 8/8 emailed support with another case no 328920.
  
  Still no answer.
  
  Dehumidifier is within the warranty period and needs to be replaced.

  

  Business Response

  Date: 08/11/2022

  We have reached out to the consumer via email and over the phone. We have offered a refund.