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:04/04/2025

  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 sent in a repair request to the manufacturer in November 2024 and was directed to bring in my dishwasher to the authorized repair service company. I have repeatedly contacted the repair service to ask for an update and they kept saying they are waiting to hear back from the manufacturer, Danby, regarding the replacement part needed. They finally sent the replacement part on March 13, 2025 which arrived at the repair service company on March 21, 2025. I called the repair service and they still have not worked on repairing my dishwasher. It is now 3 weeks since they had the part and almost 5 months I have been without a dishwasher.

  Business Response

  Date: 04/04/2025

  Thank you for letting us know that the service depot has not yet completed the repair. The most recent note in your case was the tracking number provided to you by the agent.

  We will be reaching out to the service partner to take prompt action so that your case can be resolved as soon as possible.

  Consumer Service Manager

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I have lost 5 months of use of a dishwasher. 5 months of lost of my warranty. I want to be compensated for that. Based on this experience I won't be buying anymore Danby products in the future.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/04/2025

  Hello.

  That is completely understandable, and a reasonable request.

  I see that the service depot has repaired your dishwasher. I will request a refund cheque for 5 months of non-usage. Details of dollar amounts will be communicated to you within the Danby case system. It will be on next week's cheque run, and I will confirm (in our case system) Friday next week when the cheque crosses my desk for mailing.

  Consumer Service Manager

  Customer Answer

  Date: 09/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:13/11/2024

  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.

  Registration Number: *********** Name: ******** **** Model Number: ************* Serial Number: ************* Expiration(M/D/Y): 7/29/2026 I wanted to reach out regarding an issue I’ve been experiencing with my unit. From the very first use, the tray has been filling with water, requiring me to empty it every 15-20 minutes in order to continue using the unit. Given that this issue has arisen from the start, I am concerned that it should have been covered by the warranty. But the Danby support do not agree to this and are considering my warranty void.

  Business Response

  Date: 15/11/2024

  The consumer's case was reviewed by a supervisor and warranty has been confirmed. A special authorization was sent to the service depot for warranty repair and consumer has been contacted with next steps & information on warranty repair coverage service.

   

   

• Initial Complaint

  Date:21/02/2024

  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 bought a Danby Washing machine from Danby outlet in Guelph. I phoned before to make sure that I am getting a brand new and decent working machine as I bought 2 times through **** ***** and they were defective and had to return them. When I brought the last one from Danby outlet as a totally brand new and they told me that they ordered it for me and checked everything and assured me that this is a decent one and I drove an hour and half to get beck to my home in Toronto, I noticed that this one has lot's of damages and dent and is not a brand new ones which there is a huge lack of transparency during selling the item and contacted them. They told me yes this one has dent and they do not have insured driver to take it from home to take it back to them and I have to take it myself to give me another one. Why should I spend my time, gas money and drive back there and then they don't even want to accept a refund, they tell me no refund and you should get another one. I don't Want to deal with such a sneaky service and get another ine which already have a very back experience and have no trust on them anymore. I want my money back and get compensation for the trouble they caused me 2 times through **** ***** and now through Danby outlet.

  Business Response

  Date: 22/02/2024

  An agreement has already been made between our Outlet store and the consumer. Consumers case will be resolved this weekend and their case will be considered closed.

  Customer Answer

  Date: 22/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They must compensate the cost of gas and my time for traveling. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:17/08/2023

  Type:Product 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 have a Danby air conditioner that stopped working, not even a year old. I contacted the company months ago by email and through their website, as well as ******** asking on how I return the product. They side stepped every time I asked how to complete my warranty claim, either transferring me to yet another customer service rep, or flat out ignoring me. They have now stopped responding to me all together and refuse to send me the information I asked for to send back my defective product.

  Business Response

  Date: 18/08/2023

  Unit was purchased in 2022 at *** *****, so out of the return window to bring back. We are currently looking into service options, and will see about a replacement unit if we cannot arrange service. Warranty goes service - replacement - refund (only if necessary).

  Customer Answer

  Date: 18/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  I was already told that they were accepting a return of the unit under warranty. It is DEFECTIVE. I will tell you right now it is not “serviceable”. I will never buy another Danby product, last two out of five I have bought have been complete GARBAGE. What about a response regarding how you have completely ignored me for MONTHS?! 

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

  Business Response

  Date: 25/08/2023

  Consumer has been responded to, and replacement has been sent as of today.

  Customer Answer

  Date: 28/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:17/08/2023

  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 purchased a danby ice maker through ** ********. The ice maker worked for a little under a year and stopped working. I contacted consumer service as my machine is well within the warranty. First they tried to fix it , but even their certified service people wouldn’t contact me back. I was then directed by Darby to find my own repair company which I did and they contacted to fix my machine. The 3 repair companies I gave them declined their offer. Finally after a month of fighting they told me to cut my machine apart and send photo so that they can send me a new machine. I was contacted by the freight company who told me they are delivering today but unfortunately I’m. On vacation out of the country. I contacted dandy to tell them the concern and was told by Afraim in customer service that they can’t reschedule with no other solution. I now have a broken machine that I might have been able to pay someone on my own to fix but is all cut up as that is what the company requested, under warranty and they are offering no other solution. I guess warranty means absolutely nothing to them. Product and customer service is garbage

  Business Response

  Date: 18/08/2023

  Consumer was instructed in the message RE replacement steps that it would be shipped directly to her. Once the shipment was created and sent off we then learned that th consumer could not be there for arrival. At this time, we were unable to make alternate arrangements w/ the shipping company since unit was already in transit. If there is anything wrong w/ the unit, consumer will be contacting us and we will resolve.

   

  Customer Answer

  Date: 21/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: replacement was received with a dent. Shipping company would not take it back. I an only rejecting as I am waiting for a response from the company on what to do. Should we return for another unit or hook it up and see if it works. I want to make sure if it doesn’t work, I get one that does work.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 25/08/2023

  WE are awaiting status of if the replacement is working or not. If it is, we will offer compensation for the dent. If not, we will replace again.

  Customer Answer

  Date: 28/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:14/08/2023

  Type:Delivery 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 ordered a replacement part. They shipped the wrong part. I contacted them and was provided various timelines and assurances. I was told I would get a response in 2-4 hours and that (at my request) a manager would contact me in 24 hours. Neither happened. I did get a contact who had me prove I got the wrong part then told me they’d ship the product. I received no shipping notification. I have been emailing the company by but they have not responded.

  Business Response

  Date: 14/08/2023

  Our Tracking information shows the order was delivered on Aug. 10th 2023 at 2:31 p.m.

  I have reached out to the consumer and left a voicemail and have also sent an email follow up to ensure the order was received and correct parts were sent. 

• Initial Complaint

  Date:09/08/2023

  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 have been trying for the past several months to get a replacement for my freezer. The freezer was not working well and I wanted to ex****ge it for another model as well that would work better for me. After numerous back and forth communications between Danby and myself, they told me they could do the ex****ge but the freezer's problems had to be repaired first. I proceeded with the repairs as they have instructed. However, now that it is repaired, they are no longer honouring their agreement to ex****ge it. from Danby: ------------------ Update for Case ********** Hello ******, My apologies for the delayed response due to the volume of emails received this time. We communicated with our outlet store and advised that the unit needed to be serviced first before doing an ex****ge. If I may ask, did ********** ********* contact you about your scheduled appointment? Should you have any questions, please contact us directly in response to this email. Thank you. Regards, ******** Consumer Service ------------------ ********@*****.com Wed, Jun 14 to Danby Ok fine, let's do the repair first and then we can proceed from there. I have not been contacted yet by ********** *********. ------------------ Update for Case ********** Hello ******, Thanks for your understanding. Keep us posted with the results. Should you have any questions, please contact us directly in response to this email. Thank you. Regards, ******** Consumer Service ------------------ ********@*****.com Mon, Jul 24 to Danby *********, the freezer has been repaired. Can we please get started on the ex****ge? I want to ex****ge it for the model ************ or whatever is equivalent in terms of dimensions. ------------------ Update for Case ********** Hi ******, Thanks for confirming. Since the unit was fixed, we cannot proceed with the replacement. Should you have any questions, please contact us directly in response to this email. Thank you. Regards, ******** Consumer Service

  Business Response

  Date: 10/08/2023

  The consumer was never directly promised an ex****ge. Rather, the agent working the case was stressing that we needed to have a service technician to see about a repair first, and then if that was unsuccessful or unable to be done we would look into replacement/ex****ge options. Miscommunication. We will not be replacing a unit that has been successfully repaired under warranty now and is functioning fine.

  Have taken over the case as a lead and am consulting with consumer.

  Customer Answer

  Date: 10/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am not interested in the repair. As I stated in my previous emails, I wanted to exchange the product. On your website, it states that a product can be returned "Thirty (30) days for customer remorse after the date of delivery". https://*********************************************.

  I understand that it is way past 30 days, but the reason for the delay is entirely on Danby because of the extremely long time it took for you to communicate with me, often taking upwards to a week to respond to an email, and not understanding what I needed, requiring multiple emails and multiple weeks/months just to get my point across, which didn't even happen. You provided me with bad instructions at first by requiring me to contact a repair company myself instead of doing on my behalf which is what you were supposed to do initially.

  I clearly stated in my email on June 8 that I wanted to exchange the freezer for the smaller model, and stated which one I wanted. Ideally I would prefer to just have this one returned for a refund so that I never have to deal with Danby ever again. However, I am willing to settle for my previous arrangement of exchanging the freezer for the smaller model ************ or **************. This is a smaller unit and is therefor cheaper, but I am also willing to do a straight exchange. You do not have to refund the difference in price, just do a straight swap and you keep whatever you balance is on the larger model I paid for initially, so you aren't even losing any money in this exchange.

  I think this is a very generous proposal, especially given the absolutely horrible horrible service you have provided me over the past four months.

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

• Initial Complaint

  Date:24/07/2023

  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 bought a Danby on May 28 of 2022. We bought a 14000 btu AC danby model *** *********** from **** *****. Used it 1 month stored it properly over winter .Set it up less than one year after purchase and it will not blow cold air. Contacted danby right away and it has a two year warranty. The service provider names given to us both said that they don't work on AC units. Over two months has gone by and still no solution and the BC province is in the grips of a heat wave. Several emails back and forth and still nothing resolved. The email communication is not continuous and they don't respond for weeks sometimes. I feel that they are being unreasonable and just running me around hoping i will just give up.My case number is already with Danby and i am dealing with a lady named Kimberly. I can supply case number to BBB if needed.

  Business Response

  Date: 25/07/2023

  We have offered a replacement to the consumer and the case has been assigned to a supervisor for further assistance.

  Customer Answer

  Date: 25/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:19/07/2023

  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.

  July 24th 2022 bought a 12000 btu AC danby model from **** *****. Used it 1 month stored it properly over winter .Set it up 20 days ago less than one year after purchase and it will not blow cold air. Contacted danby right away because i registered it on line last year and it has a two year warranty plus 2 months for online registering. 20 days later and still no solution and the province in the grips of a heat wave. Several phone calls and emails and nothing. My case number is already with Danby and i can supply it to BBB if needed.

  Business Response

  Date: 19/07/2023

  Consumer service lead taking over case and arranging an imminent replacement for cx.

  Customer Answer

  Date: 20/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:18/07/2023

  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.

  Please read Dany Canada complaint to BBB listed below. Thank you ***** *****

  My Danby Premier Dehumidifier, serial number: *** ****** was recalled by Health Canada, under the Canada Consumer Product Safety Act.
  My Danby dehumidifier unit in question, was the subject of Health Canada Consumer Recall Registered ID. ********* dated August 4, 2021, due to a danger to human health or safety.
  Health Canada issued the recall notice under the authority of the Canada Consumer Product Safety Act (S.C. 2010, c.21) (CCPSA)
   "The purpose of this Act is to protect the public by addressing or preventing dangers to human health or Health Canada safety that are posed by consumer products in Canada, including those that circulate within Canada and those that are imported."
  The Act does not, nor does Health Canada, have the authority to decide on compensation offered to the consumer in respect to recalled goods to be provided by the importer of record/ importer/distributor/ warranty provider/retailer.
  I was issued a check for $75.00 to compensate me for the government issued recall of my dehumidifier.
  My town's garbage collection contractor refused to take the unit stating that it was an appliance, and I was responsible for its removal to the local recycling depot, located in the next city.
  The cost to me to dispose of the recalled unit was $56.50 and 2 hours of my time and gas.
  The compensation issued amount of $75.00 does not cover my costs to dispose of the offending unit on behalf of the importer of record/ importer/distributor/ warranty provider/retailer nor does it compensate me for the loss and now required replacement of the unit in question.
  As compensation for the loss of my recalled Danby unit, I demand additional financial restitution from Danby for my time/vehicle usage to dispose of the "dangerous goods at the St. Thomas Recycling Centre amount $150.00 for 2 hours’ time and vehicle usage and $350.00 for a replacement dehumidifier and drainage hose.
  Total amount required for compensation is: $500.00
  Danby is responsible for compensation in Canada, as they were the importer/importer of record/distributor/retailer.
  Danby Canada was also the issued provider of the warranty for my unit.
  Danby's moto states, over the entrance to their headquarters in Gulph Ontario,   "Do the right thing".
  I’m waiting……..
  
  Regards, ***** *****

  Customer Answer

  Date: 18/07/2023

  Updated complaint as sent by file.

  Customer Answer

  Date: 20/07/2023

  I request re-embursement for the cost of my recalled dehumidifier $419.99 and HST $54.60 for a total sum of $474.59. Regards, ***** *****

  Business Response

  Date: 24/07/2023

  The recall was initiated by the factory for all of their affected models manufactured for Danby and other companies. The recall amount was decided upon by the factory to be adequate compensation for dehumidifiers that have been in service for a number of years considering the depreciation of value over time. This is the standard process and offer for the recall, however we have reached out to the consumer.