Complaints

This profile includes complaints for Dometic Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dometic Corp

  5155 Verdant Drive Elkhart, IN 46516

• 

  Dometic Corp

  P O Box 490 Elkhart, IN 46515

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:12/17/2024

  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.

  Submitted a request for a failed toilet resolution on 8/24/2024. Company has refused to respond.

  Business Response

  Date: 12/27/2024

  We are in receipt of your notice regarding ****** ****** and his Dometic toilet.
  
  A search of our emails under the email address provided in the notice has produced no results.
  
  Therefore, in order to review this further, we will need the following additional information:
  
  -The serial number of the toilet.
  -The consumer's date of purchase (of the toilet) and whether or not the consumer is the original owner of the toilet.
  -The specific issue with the toilet.
  -Did the toilet come with the ** or was it purchased separately?
  -If the toilet came with the **, we also need the *** number & the manufacturer of the **.
  -Was the consumer's request sent via mail, email, or phone?
  --If it was sent via mail,which Dometic location/address was it sent to?
  --If it was sent via email,what email address was it sent from and which Dometic email address was it sent to?
  --If it was sent via phone,which phone number did the request come from and which Dometic phone number was it called into?
  
  Once we have the additional requested information, we will be able to review this further.

   

• Initial Complaint

  Date:12/09/2024

  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.

  I had new Dometic furnace installed in my trailer. Apparently they have a serious design flaw. If your power goes out while the furnace is running it causes one of the fans to melt and warp which ends up destroying both fans. They say this problem is not covered under their warranty.

  Business Response

  Date: 12/27/2024

  We are in receipt of your notice regarding Mr. ***** ****** and the issue he has experienced with his Dometic or Atwood furnace.
  
  However, there is a lot of important information missing in the notice, such as: the model & serial numbers of the furnace, the furnace date of purchase, who and/or which specific Dometic department the consumer has been in contact with, and by what means of communication the consumer has been in contact with Dometic (phone, email,etc.).  Also, if contact was made via email, we need the email address that the email came from and the Dometic email address that the email was sent to.
  
  Along with the information noted above, we will also need the following additional information so our Furnace Engineers can properly review this:
  
  -The ** manufacturer and model.
  -Pictures showing the issue the consumer is referring to.
  -Pictures of the furnace installed in the **/enclosure and pictures showing all of the ducts connected to the furnace.
  -Pictures of all of the registers in the ** and the locations of them.
  -At least one picture of the entire side of the ** (outside) that the furnace is installed on.
  
  This information and pictures can be sent back either through this notice or sent directly via email to ********************************************** or ******************************* with Attn **** in the email Subject line.
  

• Initial Complaint

  Date:10/08/2024

  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.

  We purchased a Dometic DMC 4081 8 cu. ft. 12v DC refrigerator through a local ** repair company. The fridge cost $1,498 plus installation costs. It was installed in August (2024). It failed to work right out of the box. It won't cool the fridge compartment colder than 60 degees, and the freezer will barely keep a bag of ice from melting. It would be a beautiful fridge if it worked, but it doesn't. The ** repair company has been trying to deal with Dometic on the warranty issue, but Dometic continues to require him to do more and more tests (didn't tell him what they wanted in tests the first time). The last test info was sent to Dometic around September 14th. He has yet to hear back from Dometic despite multiple messages and calls. The warranty service with Dometic is terrible.--JB, ****** MT

  Business Response

  Date: 10/18/2024

  We are in receipt of your notice regarding Mr. **** ******** and his Dometic refrigerator.

  A search of our emails produced an email that was sent from our Tech Service/Warranty Authorization Department to the dealer/servicer on 9/12/2024.  There are no other emails to/from the servicer's email address.  Therefore, the servicer needs to resend his email to us so we can address it.  

  Dometic makes it a priority to answer all received emails within a few days, so if someone does not receive a response from us, we did not receive their email and they need to resend it.

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  My RV technician sent more than one email to Dometic, yet they claim they could not find any.  He received more than one message from them yet they claim they can only find one.  Per Dometic's response he has resent all of his messages.  One has to wonder how well staffed their warranty department is.  MY  RV technician believes that the compressor in the fridge is defective based on his tests.  If that is the case then the fridge needs to be replaced.  I think it is past time for Dometic to honor their warranty and replace the fridge (as I said, it did not work out of the box).   It's been over two months since it was installed.  I am not willing to trust Dometic at this time or drop my complaint until Dometic honors its warranty.

  
  

  Business Response

  Date: 10/23/2024

  We are in receipt of your second notice regarding Mr. **** ******** and his Dometic refrigerator.

  As you can see by the attached document, a search of our ************ / Warranty Authorization email has produced only one email under his service center's email address and this email was sent from Dometic to his service center; there are no other emails to or from his service center.

  We are calling the consumer's service center now to see if we can get the email(s) resent to us so this can be resolved.

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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 my 5th wheel from a dealer in *****, since then I have had to change my thermostats in both my AC units 3 times now. Part number ***********, domestic replaced 1 about 2 years ago but since I have had to change them again. Now I am up in **************** and my thermostats are bad again. Contacted customer service This morning and the rude representative said if I needed one I can purchase for about $60 it is ridiculous now the 4th time having to replace them. I wish people will come forward for a class action lawsuit against Dometic. They are a disgusting company horrible customer service.

  Business Response

  Date: 10/18/2024

  Good Afternoon Mr. *******,

  I apologize for the issues you have experienced with the thermostat in your 5th wheel as well as the interaction when contacting Dometic regarding the issue.  Are you able to provide details on how the thermostat is not operating/functioning as designed?  Do you have the date of when the last replacement thermostat was purchased or sent to you?  Would you be willing to provide pictures of where the thermostats are located in your 5th wheel?  
  
  If you have not purchased replacement thermostats yet, I would be happy to send 2 replacements out to you?  Please verify your shipping address and the color of the thermostats. 

   

  Sincerely,

  Holly G*******

  Customer Experience Supervisor, Consumer

  Customer Answer

  Date: 10/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22394788, I would like the replacement to be sent to the address attached and in color black 

  1457 Seminole Valley Dr 
  Alamo Tx 78516 

  
  

  Thank you.

• Initial Complaint

  Date:09/09/2024

  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.

  I had a AC /heat pump installed in my ** just over a year ago then in early July this year it started to make a load rumbling noise which was unbearable to hear phone or personal communications. So I called the ** repair people to check it out. They said it was a manufactures defect and i need to call the place who originally installed the unit because its under warranty. So, they temporary repaired it but it didn't last long. It decided to completely shut down on Friday night Aug 30th the new unit was ordered on the week before. Well, it shipped out from the manufacture via freight sometime around the 29th of Aug. Had to get out of my ** because the heat was unbearable without AC and we are in our upper 70's and live in our ** in a ** park. So that evening we went to a motel tried to call the ** contactor, but they had left for the Holiday weekend. On Tuesday the 3rd of Sept I called, and they haven't received any info when the unit was coming in. On Thursday evening was informed it had arrived at the trucking depot and would be delivered to the ** repair shop on Friday between 8am and 5pm.Who is going to pay for the Motel stay from Aug 30th till Aug 6th at cost of $871.00. Dometic Corporation ******* Please inform me where I stand on this Issue. I have contacted a lawyer with this issue and if it can be handled in a civil manner with agreement from your side the proceedings will not be put in place with the Lawyer to handle the issue under the ********-**** Warranty Act The ** repair company here in ************ ******* who processed the replacement under the warranty is American Mobile ** Repair my name is ***** ***** address is ********************************************************** Tel: ************ this is a home phone not a cell. If ***** invoices are needed please inform and I will forward by email to the proper department.

  Business Response

  Date: 09/13/2024

  We are in receipt of your notice regarding Mr. ***** ***** and his Dometic heat pump air conditioner.

  We are sorry to hear of the issue he has experienced with his air conditioner.  However, consequential items or damages are not covered under Dometic's warranty and this is stated in the warranty documents that are included with the air conditioner.

  Therefore, Dometic must respectfully deny the consumer's request for reimbursement for his $871 motel bill and is unable to provide any assistance with it.

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:
  Its beyond a Warranty it turned into a health issue. if this is not resolved I will be forced to notify the proper authorities in the State of ******* and the departments and also the departments in ************** and including notifying My state Rep and Senator. Your company is not customer service centered around the consumer but out to enrich your pockets with **** that's worthless. Also the one you sent to me is also **** and Im not paying anyone a service call to replace this **** and i will spread the word about the **** you're manufacturing. and the price your charging and worthless warranties. Also I'm a retired Vet and I will spread the word you do not support the military family. So the choice is yours .
  
  

  Business Response

  Date: 09/30/2024

  We are in receipt of Mr. ****** additional response regarding his Dometic air conditioner.
  
  Dometic has complied with our warranty obligation on Mr. ****** air conditioner.  However, the additional reimbursement request that Mr. ***** has requested is a consequential item and as stated in Dometic's warranty statement that is included with our products, consequential items/damages are not covered under Dometic's warranty.  Therefore, Dometic is standing by our original denial of Mr. ****** reimbursement request his $871 motel bill and is unable to provide any assistance with it.
  
  As a side note, Dometic is appreciative of ****************** to our country and we thank him for it.

  Customer Answer

  Date: 09/30/2024

   I am rejecting this response because:
  The Warranty does not follow the guidelines of the set forth issues in the Federal Law on Warranties  its suppose to be made to explain things clearly to consumer's and this piece of paper is worthless that it written on. Your customer service has much to be desired to many contradiction's on responses. Your Responses has confusing answers friendly not in my book you have a lot of issues and should not be doing business. As far as I'm concerned your History in my book rude inconsiderate and should be on the list of companies to go under. I hope other consumer's read these reports and gather vital information on dirty practices your company is putting forward to its customer's and future customer's  If i was the CEO id fire everyone of you. End of conversation!
  
  

  Customer Answer

  Date: 09/30/2024

  I have sent my response and i reject it Im seeking a response from other sources in ************* im willing to file a small clams court.

• Initial Complaint

  Date:08/28/2024

  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.

  I purchased a used RV that has a Dometic 300 rv toilet that has a leaking problem. The manufacturer is aware of the problem and basically told me it is out of warranty. The leak is from within the toilet factory sealed but the seals leak and you can't even purchase the seal. I went online to purchase a seal kit and became aware of this issue. Other owners of the toilet also were trying to get Dometic to replace their toilets. So, I contacted Dometic and they told me it was out of warranty and would not replace the toilet. I also found that some customers were on their 3rd replacement toilet because they were still under warranty. F**** and urine leak into the 2 part pedestal where it stays and starts to smell. The only way to remove the liquid is to remove the toilet and dump it out. I watched several videos on how to take the unit apart and use silicone as a fix, but the manufacturer needs to redesign this toilet and offer a discount or an upgrade replacement due to their design error. I have an email exchange if you think this might help your investigation. Your thoughts?

  Business Response

  Date: 08/30/2024

  We are in receipt of your notice regarding ******************* and his Dometic toilet.
  
  However, in order to properly review this, we will also need: the serial number of the toilet and the consumer's date of purchase (of the toilet).  Also, did the toilet come with the ** or was it purchased separately?  If it came with the **, please also provide the *** number & the manufacturer of the **.
  
  If you would like us to review this further, please provide the above-noted additional information.
  

   

• Initial Complaint

  Date:08/20/2024

  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.

  Dometic has a known defect on the ********************************* RVs. They refuse to make a recall or replace the toilet.

  Business Response

  Date: 08/21/2024

  We are in receipt of your notice regarding ************************* and her Dometic toilet.
  
  However, in order to properly review this, we will also need:the serial number of the toilet and the consumer's date of purchase (of the toilet).  Also, did the toilet come with the ** or was it purchased separately?  If it came with the **, please also provide the *** number & the manufacturer of the **.
  
  If you would like us to review this further, please provide the above-noted additional information.
  
  Also, as a side note, Dometic does not and has never had a recall on any of our toilets.

• Initial Complaint

  Date:07/31/2024

  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.

  Dometic acknowledged a defect in their 300 series of RV toilets. The toilets are holding urine in an inside wall/chamber resulting in a horrible smell and subsequently some leakage through a faulty seam. I have children and pets that have stepped in this leakage. It is a health concern for raw sewage to be leaking inside of my RV. I have called the company twice now requesting a replacement as I am a seasonal RV'er and have only used the toilet for a total of about 8 weeks since acquiring my RV. No toilet or any appliance should be faulty in an 8 week time frame. The customer service representatives were some of the rudest, condescending people I have ever dealt with. I would love for their superiors to listen to the "call being monitored for quality assurance". Today's phone call I learned that a 2nd hand owner can make a claim within 1 year of ownership and receive a replacement toilet at no charge, but the original owner can not.

  Business Response

  Date: 08/01/2024

  We are in receipt of your notice regarding *************************** and her Dometic toilet.

  However, in order to properly review this, we will also need: the serial number of the toilet and the consumer's date of purchase (of the toilet).  Also, did the toilet come with the ** or was it purchased separate?

   Please provide this information if you would like us to review this further.

• Initial Complaint

  Date:07/28/2024

  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.

  I first contacted Dometic on July 20th to request help for a cooling issue on my Dometic Refrigerator. I was told by the support agent that my unit was under warranty that I would need to contact a technician that delt with Dometic warranty so they could diagnose the issue further. I called ten different places and only one said they would take it on because Dometic likes to deny claims and not pay them. When I talked to the repair place they said they would send a tech out the next day. We got the tech out two days later the tech spent 30 min looking testing a few things then said it would need a cooling unit. Just today I got a bill from the ** repair place for just over $500 dollar for diagnostics, service call and warrany processing. I contacted the ** repair place and was told that dometic would not pay for the diagnostic time and the service call. Not once was I told this until I got a bill for a Dometic refrigerator that has been used four times in the past year.

  Business Response

  Date: 07/29/2024

  We are in receipt of your notice regarding Mr. ***************************** and his Dometic refrigerator.
  
  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 is the model & serial number of the refrigerator?
  -What is the date of purchase of the refrigerator?
  -Is the consumer the original owner of the refrigerator?
  -What is the *** number & the manufacturer of the ** that the refrigerator is installed in?
  -Did the servicer contact Dometic to request/obtain authorization for the repair?
  -What is the name and contact information for the servicer?
  
  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.
  
  Additionally,Dometic does not cover service calls under warranty and this is stated in the Warranty documentation that comes with the refrigerator.
  

  Customer Answer

  Date: 07/29/2024

  Attached is the invoice from the business that checked out the refrigerator. The technician spent 30 min looking at the refrigerator And determined that it would need a cooling unit. When I bought my trailer new I did not receive any information from the dealership with any dometic warranty information. Even when I called in to Dometic I was not informed that I would have to apy anything. I was told to contact a service provider that did Dometic warranty that's all. When I contacted Hals RV I was not told by them as well that I would have to come out of pocket for anything. This RV is only a little older than one year old and this is only the forth time we have used it and the refrigerator.  
  
  
  

  Business Response

  Date: 08/05/2024

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

  I apologize for the issues you have encountered while trying to locate a technician to assist with repair.  Our warranty does not cover mobile service fees for the technician to come out to your location; however, I will reach out to ***'s RV to cover the diagnostics of $340.00 for identifying the issue with the refrigerator.  If you have paid the invoice, please send in receipt showing it has been paid and we can proceed with reimbursement of the diagnostic fees.

  Sincerely,

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

  Customer Experience Supervisor-Consumer

• Initial Complaint

  Date:03/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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.
  
  *****