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:10/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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,This is my second time writing this letter, and I am writing to appeal regarding a shopping dispute between myself and an online retailer. On May 18th, I purchased a "QUEST 335 Model Residential Dehumidifier" priced at $4,500 from a store called Grohydro Supply. However, upon receiving and installing the product, I realized that it was a commercial dehumidifier designed for a 277-volt plug, while a residential dehumidifier should use a 240-volt plug. At the time of purchase, I was not explicitly informed that a 277-volt dehumidifier was required, as most households use a 240-volt electrical system. The seller sent me a commercial dehumidifier without clarifying this, and I was unaware that I had purchased a commercial model. As a result, I immediately contacted the seller and requested a refund or a replacement with a residential dehumidifier that meets household standards.However, the seller refused to provide a refund, citing reasons such as dust on the filter, incomplete packaging, and waterproof tape at the water inlet. I explained that these issues were a result of the installation process, as the dehumidifier weighs nearly 290 pounds and required the packaging to be opened in order to move it, making it impossible to restore the packaging's integrity. Additionally, I only noticed the tape at the water inlet after installation, as it was then that I realized it was a commercial dehumidifier. These were unavoidable circumstances. I requested that the seller either replace it with a residential dehumidifier or refund my purchase. However, the seller continued to refuse a refund, claiming that the product had been used. Since the dehumidifier operates on 277 volts, I am unable to use it at all. Furthermore, the seller did not provide sufficient information for me to understand that it was a commercial model. Therefore, I believe the seller's handling of this matter is unjust.Subsequently, I filed a complaint with your organization, but the seller did not offer a refund or a replacement for the unsuitable dehumidifier. Instead, they proposed an alternative solution. They expressed willingness to request a free transformer from the manufacturer to convert the 240-volt power supply to 277 volts, thus resolving the compatibility issue between the dehumidifier and my home's electrical supply. While technically feasible, I have some concerns.Firstly, I am worried that using a transformer will increase energy consumption and result in additional electricity costs. This is problematic for me as I strive to use energy-efficient devices to reduce household energy expenses.Secondly, I also consider the possibility that I may no longer need this dehumidifier in the future and may want to resell it. Using equipment that requires special voltage could potentially decrease its market value and limit my ability to sell it to other consumers.Despite these concerns, the seller continues to insist on refusing a refund or a replacement with a dehumidifier suitable for 240 volts. Reluctantly, I agreed to the seller's proposal and started using the transformer they provided. However, they gave me a transformer that converts 240 volts to 48 volts, instead of the necessary 240 volts to 277 volts. I contacted the seller again, but they instructed me to personally contact the manufacturer to resolve the issue. Due to my limited proficiency in English, I am unable to effectively communicate with the manufacturer, and this is not my responsibility.According to consumer protection laws, the seller has a responsibility to provide accurate and transparent product information to consumers and ensure that the products sold meet relevant standards. However, the seller failed to fulfill these responsibilities, resulting in my purchase of the wrong product.Given this background, I earnestly request the assistance and support of the Better Business Bureau in finding a fair and reasonable resolution. I hope that the seller can either refund the purchase cost or provide a residential dehumidifier that meets household standards as a replacement.This time I wrote the company contact information of "quest" in the information, hoping that the Better Business Bureau can solve the problem for me.