ComplaintsforDometic Corp

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a camper used. We have been noticing a strong urine smell in the bathroom. The dometic toilet (Model 300) in this camper was part of a "bad batch" in which Dometic was transparent about. We asked them to replace it as urine leaks between the casing and the bowl and is impossible to clean out due to a manufacturing issue by dometic. They claim since there is no longer a warranty, they will not replace it. So knowing they have sold us a faulty product, they refuse to replace it. I am not asking for anything but a replacement that is not faulty and leaking urine. They know it's faulty and should fix the problem without question.

  Business response

  04/01/2024

  Good Morning *****,

  Thank you for contacting Dometic.  I apologize for the issues you have encountered with your 300 series toilet.  What was the date of purchase for coach?  Are you able to install the replacement toilet yourself?  If so, I can send a replacement to you.  I will need additional details to be able to further assist.  Please send the additional details to ****************************************************. 

  VIN number of Coach

  Manufacturer of Coach

  Date of Purchase/Bill of Sale

  Address to ship replacement to

  Email & Phone number for order trackability 

  Thank you,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  04/11/2024

  Thank you for the response.
  
  I was contacted via email by Dometic Customer Service.  They are in the process of sending a replacement toilet.  They have offered the upgraded Model 310.  
  
  Please let me know if you need any more information from me.
  
  *****
  

  
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a soft closed Dometic toilet seat on 7/19/23 and installed it shortly after. We used it until 10/28/23, when it cracked all the way through, pinching your skin when you sit on it. I attempted to take the seat to Camping World for a return, and they told me to contact Dometic. Dometic told me to contact Camping World. I finally found a form to email Dometic online and emailed them on 1/5/24, about the issue and received a response on 1/8/24 stating that they would not warranty it as there would not be a defect in their product. I disagreed and explained that both my husband and myself are normal sized people and did not abuse the seat in any way, and again received the same response. I have replaced the seat with one from another company and would like a full refund for the defective seat that I purchased.

  Business response

  02/01/2024

  *******,

  Thank you for contacting Dometic.  I apologize for the issues you have encountered with the slow close seat that you purchased in July 2023.  The toilet seat has a one year warranty and since you are requesting reimbursement for the seat, I attached the Reimbursement form to be completed.  Once you have completed the form, please send back to ********************************************** with Attention ***** in the subject line.  

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  I sent the requested email with the form and copy of receipt and have not heard anything back from Dometic, nor have I received the refund as indicated. When I sent the email I stated that once I had the refund I would accept the resolution.

  Business response

  02/14/2024

  We are in receipt of your recent additional notice regarding *************************** and her request for reimbursement for a toilet seat.

  We did receive the consumer's email and the claim was authorized and forwarded to our Claims Department for processing.  The reimbursement amount is $60.60, with $5.45 being denied, as Dometic does not reimburse for taxes.  The customer should receive a check within the next 1 to 2 weeks.

  Customer response

  02/22/2024

   I am rejecting this response because:
  
  The reimbursement check has not been received. The email from Dometic stated 6-8 weeks, but the response through BBB is 1-2 weeks. I will accept to close this case once the reimbursement check is received.

  Business response

  03/04/2024

  A check was issued on 2/15/2024 and warranty checks are usually mailed within a day of being run.

  Customer response

  03/05/2024

  I am in receipt of the check and accept this as resolution to my complaint.

  Thank you;

  *************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Dometic 310 toilet on October 3rd 2023. Today January 19th, ****, the toilet lever itself cracked and a piece broke off. I called and spoke with two Dometic agents, both said no b/c it was an internal piece. I tried to explain to them it was the lever itself and not internal. They said an entire new toilet needed to be purchased even thought the toilet is only 3 months old. How is a leaky gasket covered under warranty which is actually in the toilet literally, but a broken lever not?

  Business response

  02/01/2024

  Good Morning ******,

  Thank you for contacting Dometic.  I apologize for the issues you have encountered with your 310 series toilet.  Are you able to install the toilet yourselves or will you require a service center to complete the install for you?  If you are able to complete the install of the toilet, we will need the following information: picture of the data tag on the toilet, date of purchase, full VIN number of coach and the manufacturer of the coach, address where we can ship the replacement toilet to, and a phone number.
  
  If you are unable to complete the install yourselves, we can work with an authorized service center in your area to complete the install for you.  

  The requested information can be sent to ********************************************** with Attention ***** in the subject line.

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  02/01/2024

  Date of toilet purchase: 10/5/2023

  Manufacturer of rv: ********

  Mailing address: *****************************************************

  Phone # ************

  Vin# *****************

  we can install the toilet ourselves. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had Dometic A.C installed in R.V. back in March. ***** btu. It made a terrible noise. Tech said it was compressor, use it til it quits. Tried using it, the sound is unbearable. Dometic is not willing to help , conversations are going no where, Technician is not talking to me. It is under warranty ! Paid $505.00 for install, $ ******* for a bad a.c. $$2,372.00 total. I need it fixed or replaced.

  Business response

  09/18/2023

  Good Afternoon **************,

  I apologize for the issues you have encountered with your air conditioner.  Do you have the serial number of the air conditioner?  Have you been in contact with the mobile technician that installed the air conditioner to verify where the sound is coming from?  If you are not in the location near the mobile tech, please let me know and we can assist in locating a new mobile technician for you.

   

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  09/20/2023

   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.

  
  

  Thank you.  Also would like to let you know Dometic was absolutely no help, Technician found his own mistake.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 28th, we took our RV in for repair as our Dometic refrigerator stopped working. The 2nd week of July our RV dealer submitted a claim to Dometic for the repair of our refrigerator. Dometic refused to honor our factory warranty and will not respond. We tried to submit a claim for the repair to our extended warranty and they refused to honor the claim because it was still under Dometic warranty. We have a $600.00 a month payment on our camper that we cannot use because Dometic refuses to honor the factory warranty. Your help in this situation would be greatly appreciated.

  Business response

  08/28/2023

  We are in receipt of your complaint from ****************** ****** regarding his Dometic refrigerator.

  Although the consumer did not provide important specific details, such as his refrigerator serial number, the name of his service center, etc., we were finally able to locate two emails from his service center, along with two responses back to the service center requesting a couple of things to be checked and to provide the test results back to us so the refrigerator can be correctly diagnosed.

  Therefore, Dometic is unable to move forward with this until we receive the additional requested information.

   

  Customer response

  08/28/2023

   I am rejecting this response because:

  ****** in ******* **** stated they have done everything they have asked, they told ** Dometic denied fixing it due to, when it was brought back after the initial circuit board didnt fix it, then it should go to the extended warranty. Extended warranty states they will not fix it because the problem started while it was still in regular warranty.
  
  

  
  

  Business response

  09/21/2023

  Good Afternoon,

  We have been attempting to resolve this by working with the customer's service center to obtain the test results and other required information that is needed to determine the specific issue with the customer's refrigerator.  We have provided explanation on the diagnostics that are needing to be completed on the refrigerator.

  Sincerely,

  **********;

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dometic is the manufacturer of the hot water tank to our camper. It was properly winterized last fall prior to the winter season. The tank was inspected at the dealership and passed inspection in January of 2023. During a trip in June of 2023 once the tank was filled, it exploded out of the back. Dometic is using the excuse that it wasn't properly winterized as a way to not cover their own warranty despite repeated attempts to rectify and honor said warranty.

  Business response

  08/01/2023

  In order to review this further, we need the model & serial numbers of the water heater and pictures of the damage to the water heater.

  If pictures were previously sent to Dometic, we need to know the email address they were sent from and which email address at Dometic they were addressed to.

  Customer response

  08/08/2023

   I am rejecting this response because:
  
  I dont know where to find the serial or model number. It is the tank that fits in a gulfstream 197bh. This happened on our second fill up of the year. All I ask is that I am sent a new tank and I will have it installed. I have had to cancel multiple trips this summer over this mess. 
  
  

  Business response

  08/10/2023

  Good Afternoon ********************,

  We can have our representative reach out to you regarding your water heater.  What is the best contact phone number for you?  Also, where are you currently located?

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  08/10/2023

   I am rejecting this response because:
  ************ is my cell. If I dont answer please leave a message as I may be working or coaching. 
  
  

  Business response

  08/28/2023

  ********************,

  **************** from the Escalation team will be contacting you this morning regarding your water heater and the leak.  What is the name of the service center that you are using?  Do you happen to have the serial number of the water heater, so we can further assist?

  Thank you,

  ***************************

  Customer Experience Supervisor-Consumer

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a camper used. It is a 2019 ****** ***** Wildwood. We camp aprox 4-5 times per season. So it's been out maybe 10 times since we have had it. We have been noticing a strong urine smell in the bathroom. We spent a lot of time and money trying to find a septic tank treatment that would help assuming it was that. After doing some research, we discovered that the dometic toilet in this camper was part of a "bad batch" in which Dometic was transparent about. We asked them to replace it as urine leaks between the casing and the bowl and is impossible to clean out due to a manufacturing issue by dometic. They claim since there is no longer a warranty, they will not replace it. So knowing they have sold us a faulty product, they refuse to replace it. ********* is the model number and the serial number is ********. Iam not asking for anything but a replacement that is not faulty and leaking urine. They know it's faulty and should fix the problem without question.

  Business response

  07/21/2023

  Dear ****,

  I apologize for the issues you have experienced with the toilet in your coach.  Can you provide a picture of the data tag located on the toilet, your date of purchase, full VIN number of the coach to ********************************************** with Attn: ***** in the subject line.  Is the address listed, the best location to send the replacement toilet to?  Once we have all of the information, we will proceed with setting up the authorization for a replacement toilet.

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  07/27/2023

   I am rejecting this response because: I have not heardback since the first communication.   Still waiting to find out if they are replacing the faulty toilet.  
  
  
  

  Business response

  08/01/2023

  We do realize that pictures of the build sheet from the ** manufacturer were sent with this notice.

  However, as previously stated, in order to process a goodwill authorization for a replacement toilet, we need a picture of the model & serial number data tag on the toilet (this data tag is located on the base of the toilet, usually towards the back on the lower right side when facing the toilet), the complete 17 digit VIN number of the ****** ***** **, and a verification of the customer's shipping address and contact phone number (for *****).   Please either respond with this information or send it directly to ********************************************** with Attn ***** in the email subject line. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product failed in less than 30 days, company has been unwilling to provide replacement parts service or refund, all promised in a warranty that should last for 7 years, and confirms my right to do a refund within 30 days which Dometic refuses to comply

  Customer response

  07/12/2023

  My name is ***************

  Business response

  07/19/2023

  We are in receipt of your notice regarding Mr. ************************ ************** states that the product failed in less than 30 days, company has been unwilling to provide replacement parts service or refund, all promised in a warranty that should last for 7 years, and confirms my right to do a refund within 30 days which Dometic refuses to comply.
  
  However, there is no way to properly review and address this because there are too many unknown pieces of information that were not provided to us:
  -What kind of product is this?  Dometic manufactures a wide array of products and there is simply no way to accurately guess which product the consumer is referring to.
  -What is the model & serial number of the product?
  -What is the date of purchase of the product?
  -Is the consumer the original owner of the product?
  -Where was the product purchased?
  -What is the *** number & the manufacturer of the ** that the product is installed in?
  -What specifically is the product doing/not doing?
  -Who and/or which specific Dometic department has the consumer been in contact with, and by what means of communication has the consumer been in contact with Dometic (phone, email, etc.)?
  
  Unfortunately, without having at least a good portion of the missing information noted above, we are unable to forward this on to the appropriate department for review/resolution.

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ********************* in May of 2022 which was equipped with a Dometic refrigerator. In June of 2023 the unit quit working on alternating current. The literature provided with the unit says there is a 2-year warranty and I have only had it for 13 months. I took the trailer to ********** (an authorized service center) in ******** for a repair, and they have informed me that the repair is not covered under warranty. I provided a copy of the bill of sale to Dometic and ******* with the purchase date and all the relevant registration information. Model ********* Serial Number ********. Please authorize ******* to repair the refrigerator under warranty.

  Business response

  07/21/2023

  We are in receipt of your notice regarding ******************************
  
  However, we are unable to properly review and address this without having the following additional information:
  -What is the refrigerator model number?
  -Is the consumer the original owner of the product?
  -What specifically did the dealer diagnose the issue of the refrigerator to be?
  -Who and/or which specific Dometic department has the consumer and/or the dealer been in contact with at Dometic, and by what means of communication has has Dometic been contacted (phone, email, etc.)?
  
  Unfortunately, without having at least a good portion of the missing information noted above, we are unable to forward this on to the appropriate department for review/resolution.

  Customer response

  07/24/2023

   I am rejecting this response because: All the requested information was provided to both the repair facility ********** in ******* and to ******, ************** Consumer Experience Expert, Dometic North America ******* *************, but here it is again. Model *********, Serial Number ********, the heating element was not working, I am the original owner, a copy of the bill of sale was provided to ****** showing date of purchase and my ownership. I also provided a photo of the sticker on the refrigerator door frame. The ** was purchased in May 2022 and there is a 2-year warranty. Please honor the warranty.
  
  

  Business response

  08/10/2023

  Dear ****************,

  We apologize for the issues you have encountered with your refrigerator not operating on the ** power source.  We will reach out to ********** for the diagnostic information and to have a better understanding on why this was not being covered under the warranty for the refrigerator.  We will contact you by phone or email once we have communicated with **********.

   

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  08/11/2023

   I am rejecting this response because: The response is ok as far as it goes but there is no promise to honor the warranty. The trailer has been in for repair about 2 months, why haven't they contacted ********************* already? I talked with ********************* 8-9-2023 and they are still waiting for the part. Please expedite the part. 

  Your attention to this matter is appreciated. *************************
  

  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Dometic Fan-tastic bath fan model went out so we purchased a replacement motor/fan assembly May 27th from *********** on ******. We installed it on June 2nd the day it arrived. Immediately it started making noises clicking and then. Terrible screeching sound and eventual quit working a day later. I spent Three weeks arguing with the ****** store and eventual ****** authorized a refund. We ordered another one the next day from Boat and RV accessories on ****** when the refund was processed and today we received and installed it and its again making the exact same noise as the previous one. K8017-00 Is the fan replacement model. Im not sure if Dometic Chinese manufacturers are sending bad products bu lt something is definitely wrong with their products having two different stores having the same issue with the fan. Its summer out and we cannot go with out a fan waiting weeks for RMA approval or shipping.

  Business response

  07/11/2023

  We reached out to the customer two times and was directed to leave a voicemail.  **************** can reach out to use at ************** and ask for **************, we can also be reached at ********************************************** with Attn: ****** in the subject line.  She will assist with the issues with his fan.

  Sincerely,

  ***************************

  Customer response

  07/11/2023

   I am rejecting this response because:
  I had reached out to ****** and left a message with her to call me back and I have only received the initial phone call, she never reached out to me again after that. I will send my complaint to the email provided that way I will have an additional paper trail in case they dont get my email. 

  
  

  Business response

  07/21/2023

  ****************, 

  I apologize for the issues you have you encountered with your fan and the communication you have received from Dometic.  I have given your case and information over to ************************************* to reach out to you regarding the situation with your fan.

  Sincerely,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  07/21/2023

   I am rejecting this response because:
  I have reached out to ********* with my concerns and two days no response. 
  
  

  Business response

  08/10/2023

  We are working directly with the customer to replace their fan.  I have a representative working on the service event authorization and the replacement order.  Once that is completed, they will email **************** with the updates.

  Thank you,

  ***************************

  Customer Experience Supervisor-Consumer

  Customer response

  08/10/2023

   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.

  
  

  Thank you.

*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. ↩