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:01/30/2023

  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 purchased a radiator April 09, 2019, ***** and it failed. It was replaced under a 2 year warranty, radiator # ******** I was then issued a warranty for another 2 year period for the replacement radiator. Less than 2 years later the radiator failed and started leaking. I contacted Griffin and was told I had been misinformed about the replacement being under warranty, even though I have proof in emails from the representatives at Griffin that assisted me in placing this new radiator under warranty. I could not resolve by reaching out to Griffin myself without it costing me to ultimately pay for another radiator. In conclusion my leaking radiator was replaced by another leaking radiator and I was left with nothing.

  Business Response

  Date: 01/30/2023

  We have addressed this complaint with the customer.  The initial radiator was replaced under warranty (at no charge) because it was within the two-year warranty period.  Our warranty is two years from the initial date of shipment, not the warranty replacement date. When the warranty unit was shipped to this customer, the warranty did not start over.  We explained this to the customer several times, and he refuses to accept our explanation. Additionally, we explained to the customer''s servicing dealer that this unit was not under warranty before he sent it to us.

  Business Response

  Date: 01/31/2023

  Mr.
  ****** is our Social Media Coordinator and was simply helping the customer
  complete the product registration.  The customer was not forthcoming in
  explaining to Mr. ****** what he was wanting during the call. At no time did
  anyone at Griffin tell the customer that this unit was still under
  warranty.  We specifically told his servicing dealer, CAP-A-RADIATOR that
  the unit was not under warranty, but that dealer could send it back to us if
  they wanted our input on the failure. Our Warranty clearly states that if the
  unit was purchased through one of our dealers, the end user must work with that
  dealer.
  

  Griffin Thermal Products, Inc. (GTP) warrants its aluminum
  radiators and oil coolers to be free from defects in materials and workmanship
  for a period of:
  • Two (2) years from the date of purchase at retail for catalog products by
  the original purchaser.
  
  This warranty is extended only to the first purchaser of any such radiator
  at retail from an Authorized Griffin Distributor. First Retail Purchaser has 30
  days from shipping date to examine the part and submit any claims outside of
  performance claims. Please direct all warranty claims through your
  Authorized Griffin Distributor. Improper claims received by Griffin Thermal
  Products will be referred back to the original Distributor.
  If a Griffin radiator is used in any racing application, its warranty is
  considered null and void.

  
  Griffin honored the warranty period as stated above, " Two
  (2) years from the date of purchase at retail..."  He did not
  purchase the replacement unit as it was provided at no charge to the servicing
  dealer. We have spoken with this customer many times via phone to explain this
  to him.  Griffin will not replace a radiator that is out of warranty. 
  

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  The representatives at Griffin knew Exactly it was a replacement radiator when they assisted with registering the new warranty. I was forthcoming and honest. I spoke with 2 different employees and both told me the same thing and I explained the whole story to both of them.  The dealer CAP A RADIATOR has been extremely helpful and accommodating to the fullest extent and I would highly recommend them, however I cannot say the same for Griffin. The fact that this company would not stand by their products has led me to look elsewhere and to warn others of the same. Buyer Beware.
  
  
  
  Regards,
  
  
  
  ***** ******