ComplaintsforDacor
Major Appliance Dealers
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Complaint Details
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Initial Complaint
11/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
8/2/2016-Purchase Dacor Range Model DR3ODH/NG, Serial # ************ one year warranty, plus 2 year additional warranty added with the purchase. $4624.24 including tax and delivery 7/23/2020- broiler/preheat function failed. Stove would not hold desired heat, broiler not functioning at all.Contacted the customer service 800#, waited 55 minutes with no answer, called repeatedly over a weeks period with no answer. Contacted a service company that had repaired our Dacor dishwasher. They replaced a relay board after waiting (4) weeks for the part ($478.00 w/ labor). After repair finally reached *******************, Case Ref # ST675329. Asked for a refund. Said if I had called prior to service they would have covered the ***********/13/2020 emailed customer service, explaining I couldn't get thru on their 800# and asked for a refund of $478.00, no reponse to my email.8/17/2020- wrote a letter to ***************, Director of Service ops requesting a refund, no response to my letter 11/24/22 - same issue with Dacor Range referenced above. 26 months after replacing the *********** at $476.00. Emailed customer service since it was Thanksgiving (no response)11/25/22 -5:00AM PST started calling Dacor 800# that is open 8-8PM EST. Waited 4 hours on 3 different phones, no answer. Tried calling again at 3:00 PST, waited 2 hours, no answer. Tried calling again at 4:40 PST waited 1 hour with no response. Wrote another email requesting assistance and also reference my email the previous day.The Dacor oven is experiencing the same issue that occurred on 7/23/2020. At that time it took over a month for the *********** to arrive. We were without a functioning $4000.00 product during that time. Twenty six months after the initial repair it has happened again. The 800# at Dacor is never answered. We would like full compensation for the next Repair/Replacement of ***********.Initial Complaint
10/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased ******* dollars in kitchen appliances in ***** Less than 6 months later, the refridgerator (which costs $10000) failed. I called ***** in May 2022 for a resolution. The initial repairman they contracted with only came and never ******** to repair the product. We called and waited for 3 weeks. Eventually ***** sent a second repairman to diagnose the problem. This man took 4 weeks to eventually tell use the appliance needs to be replaced. ***** said ******** (a local ********** would call us to schedule a time to install a new unit. This never occurred. In total it has been 5 months since our ************* ****** (which was less than 1 year old and under manufacturer warranty). We still do not have a resolution or replacement despite repeated calls.Initial Complaint
10/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought new ***** refrigerator last year for over ****** It has a two year manufacturer warranty. Refrigerator stopped cooling and leaking water a month ago. Contacted ***** immediately. They arranged for someone to check it out 2 weeks later. No one could reach the contractor again and ***** said that they would find another contractor to come. That was two weeks ago. I have called repeatedly and repeatedly been told that case was submitted to escalation and I needed to hear back from them. I have asked that they replace refrigerator if they could not get it fixed. They said they would send issue to escalation. (There is no dispute about purchase or existence of two year manufacturer's warranty.) How many months or years does someone need to live without a refrigerator or freezer after spending over ***** on a new one from ******Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dacor failed to fix a defective refrigerator that I purchased and that is still under warranty. I have filed a ticket with them and it has a service number of XXXXXXXXXX. Despite a dozen phone calls and assurances from them that they would replace the unit, after more than *** months I am still without a refrigerator. They assure me EVERY TIME I speak to them that "someone will call you back in ** hours", but they never do. At this point they are failing to live up to their contractual obligations under warranty and if they continue to fail to live up to their legal obligations I will seek redress for fraud. I want this issue escalated to the appropriate responsible person or I will have to seek legal action among other responses for this terrible customer experience.Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchase a refrigerator, range, dishwasher and microwave from Dacor in May of 2019. The microwave was the first to go out in May of 2020. Dacor replaced the appliance but it took around 6 months to actually happen. On August 3 2022 our refrigerator went out completely, just stopped working and threw an error code that required a technician to come out. There is no Dacor tech local to us, so Dacor committed to replacing the refrigerator under an extended warranty that would offer us a "one time repair solution" since we were out of the original warranty date and they couldnt find a tech to come fix the error. Dacor approved the replacement of the refrigerator in the later part of August 2022. In the beginning on September 2022 our range started to have an issue with the door, so we called Dacor in hopes to get both issued fixed at the same time. Since they can not find a tech to service our area, we received written communication in August that our replacement request for the refrigerator had been approved. Then followed the approval for the range to be replaced in September for the range. Then suddenly there was two weeks on no communication from Dacor, the one person on their concierge team assisting us was out sick, we were understanding of her absence and had hope someone was working on our case while she was away. Well, when we started to press on a delivery date as we are going on two months of living out of an ice chest with rise costs of everything, we were shocked that Dacor suddenly is not going to replace our appliances, they went back on their word. Now they are telling us after we already have approval for replacements, they are no longer going to cover this under warranty. They offered us a refund for the amount we paid, however appliance prices have doubled since our original purchase, so now we are left coming out of pocket for new appliances and we have to carry the cost to dispose of broken appliances. This business is ******* ethics and *******Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a dacor 36" oven, model ******* back in Feb 2021. On 8/21/2022, the oven stopped working. It won't heat. I called dacor customer service at X-XXX-XXX-XXXX and informed them of the issue. The ticket number is XXXXXXXXXX. After waiting multiple days, I get in touch with the concierge team, ********, who tells me they can't find a service company to fix the less than 18 months oven. He states they will provide a solution. They don't call back. So far I have been without an oven for 9 days and counting.Initial Complaint
08/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased an entire kitchen package of Dacor Products for our new home in September 2020. Since then, less than 2 years, we have had to service ALL of our Dacor appliances at least once. I have kept an extensive file of all of these repair invoices. Dacor has honored the warranty, though using ******* as the repair service has been a complete headache. However, the complaint is specifically about the Refrigerator. In September of 2021, a chemical smell was being emitted from the refrigerator. One day later it went out completely. We called for a repair tech and they came out and determined that it needed a new seal system, evaporator, dryer and compressor. Basically ALL the major components. We waited approximately 2 weeks and they came back and put all new parts in and it was working. In October 2021, It happened again. This time they came out to look at it and when they turned on the fan motor, the Refrigerator caught on fire from all of the leaked Freon. They put out the fire and of course Dacor had to replace the unit. It took two months to get a new unit. It was installed in November 2021. It has been 8 months and now in August 2022, the new unit is not cooling. It has gone out AGAIN! I spent over $10K on the refrigerator/freezer combo (a matching set). I would like to be refunded for the cost of replacement as I no longer want this dangerous appliance set in my house.Business response
08/10/2022
Consumer Response /* (2000, 5, 2022/08/10) */ I would like to hold off on this complaint for the time being Please. case number is ************************************* Thank you.Initial Complaint
05/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We bought a new house with new Dacor appliances installed. Within nine months the ignighter went out on the rangeit took Dacor five ****** to fix under warranty. Now, the ************ refrigerator ******* has ******* ******** Dacor has promised to get back with a **************** we have had to discard all our food and we cannot buy any more because we have no place to put it! So it is ********* ***** back and forth to supermarket to buy what we will immediately use. I think part of the problem is that Dacor has very poort relationships with their local servicers. On the range, we went through two of them. Now they cannot seem to locate one to fix the refrigerator. Their communication and ******* has been very ***** even from their so-called *********** ******* With a bad ****** we could at least use the stove top and a toaster oven to cook. But with no ******* we are ****** I would like to get their immediate attention to solve this ********Business response
06/15/2022
Consumer Response /* (-5, 8, 2022/05/31) */ Repair shop coming today (5/31) to hopefully fix the refrigerator. Company did follow up with me directly and put a senior fixer on the case--things started moving at that point. He wanted to diagnose ahead of repair person showing up--let's see how it goes! Consumer Response /* (-5, 9, 2022/06/01) */ Repair team came out, found leak in refrigerant, two error codes (22 and 71) and confirmed the compressor was not working. Measured fridge at 64 degrees. Surprisingly, they also found erratic temps on freezer side. Now must wait for Dacor/******* to decide what they want to do with this 18 month old unit. Repair team said they are two weeks out--from when they get the parts--so we will be without a refrigerator for several months now....IF THEY CAN GET THE PARTS!Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In ***** ***** we worked with ****** ****** ******** via virtual appointment to find suitable replacement ovens for our early ***** black ***** ovens. We shared ****** of our black appliance kitchen & made them aware that we needed new black appliances. We were told that anthracite was black and they recommended the ********* ovens. We were referred to ****** ********* in San Francisco and ordered two such ovens from them on *** *** **** for ********* Per ********* ************** at our home, we hired a carpenter to change the aperture of our cabinets to receive the new ovens. The ovens were finally delivered on ******** ** ***** We immediately reported that one of the control panels was chipped. The next morning we saw that our "black" appliances had a hideous purple hue when sunlight hit them. We reported this problem immediately to ****** and ******* ***** promised to work with ***** to resolve the issue. On ******** *** ***** ******** *******, *****'s ****** sales manager, emailed that she would to help. ******* ***** of ***** Quality Control called a week later and he sent us paint chips - to compare to the ovens- which also read weird purple. Mr. ****** he indicated that ***** used the same external paint company that ***** used for its cars, suggesting that new doors could be appropriately painted black. On March *** ***** ***** ****** ( Samsung Customer Service Lead) called, saying that ***** no longer color-matched appliances and offered me a refund or stainless appliances. Neither solution make me whole. On April ******** I called ***** customer service and ******* said our complaints were not in the system. He issued tickets XXXXXXXXXX & XXXXXXXXXX and texted that upper management would contact us. Radio *******.Initial Complaint
03/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a house with a built-in dacor refrigerator. The refrigerator is under warranty and the fresh food fan seized. The company will not honor the warranty.
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Contact Information
Customer Complaints Summary
42 total complaints in the last 3 years.
7 complaints closed in the last 12 months.