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:02/12/2024

  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 purchased 3 universal Danco handles and they will not stay tight, yes I know it is reverse thread. I told to contact manufacturer for refund because of sanitary issue with product being used.

  Business Response

  Date: 02/16/2024

  Hi, we have received ********************** complaint and are processing his refund request. We will email ****************** letting him know that we are processing his refund request and that he should receive the refund check in the mail in 4-6 weeks.

• Initial Complaint

  Date:05/10/2023

  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 had a clogged drain.On 4/9/23 I purchased Danco Liquid Rhyno build up remover from ******* for $9.97 + tax, $10.68 The product did not work, I had to call a plumber and pay $292 to clear the drain.I contacted Danco about their 100% Satisfaction Money-Back Guarantee. One other comment on this, when you go to their website for the guarantee, it tells you to click on the link which isn't there. So, I emailed them, sent a copy of my online receipt, explained that the product didn't work and I had to call a plumber to clear the drain. There was a comment I used the wrong product, but in my eyes, I had a build up of something blocking the drain, so use buildup remover. I hadn't heard anything more from them, then on 5/5/23 I received a box with a bottle of drain opener in it.I don't need the drain opener, as I told them I paid a plumber $292.00 to clear the drain. I had contacted them about their 100% Satisfaction Money-Back Guarantee!, expecting a refund of my money.Do they honestly think that I was waiting almost a month with a drain that was totally clogged for a different product?Obviously the 100% Satisfaction Money-Back Guarantee! is not true. The link on the website for the guarantee doesn't work or isn't there, and you need "obtain a form to request your refund by mailing in your original store receipt(s) along with your name, address and a brief description for a full refund of your purchase price. Allow 6-8 weeks", so they make this really inconvenient for the consumer.

  Business Response

  Date: 05/11/2023

  ************** reached out to us on 4/21/2023 regarding his issue with our product via email. The email did not include an attachment of proof of purchase. We responded back to ************* requesting a proof of purchase and once received we will start the refund process, and the timeframe to receive a refund can take up to 6-8 weeks.  We also explained as a one time courtesy we will send him a complimentary bottle of our Drain Opener product which may work better for his issue. Once we finally received the proof of purchase from ************** it also showed he was refunded from Wal-Mart for the product. At that time no further action needed to be taken. 

   

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because: 

   First, I did not want or request a complimentary bottle of product, I wanted a refund. As per their 100% satisfaction guarantee or your money back.

    Danco chose to ignore their own advertising and guarantee.

  Second, as I told Danco, it was an online order, there was no paper receipt, so I included in the email a screen shot of the purchase.

  Third, they again said they wanted proof after I told them I already paid a plumber $292.00 to clear the drain. Why would I wait almost a month with a blocked drain waiting on a complementary bottle of product. Again, they wanted proof, again I resent it.

  It was becoming apparent that Danco is not a reputable company and was refusing to honor their own guarantee. I approached ******* executives with my concerns and they graciously refunded my money.

  It's interesting that they refuse to refund $9.00 but they'll send me a bottle of drain opener that I don't want or need, which cost more than simply refunding me the $9.00.

  I made several reviews of this experience. ******* has taken care of Danco's problem. Danco has done nothing to help me or honor their guarantee.

  Customer Answer

  Date: 05/12/2023

  I wish to add and make perfectly clear that yes, I was able to get a refund from ******* because Danco would not accept the screen shots of my online purchase as proof of purchase. These screen shots were included in the original email and on social media, multiple times. It is interesting that while Danco choose to ignore my previous screen shots as proof, that they now accept them as proof because ******* refunded my money since I was struggling to get a resolution from Danco. 

  However, the point really doesn't matter as Danco, Liquid Rhyno, has a 100% Satisfaction Guarantee that they refuse to honor.

  It does not matter that ******* took care of the customer by refunding their money, the point is Danco refused, and continues to refuse to honor their 100% Satisfaction Guarantee that they display on the product, website and advertising.

  I also have their "complimentary" bottle of drain opener that I do not want or need, which they should also issue a call tag for pickup.

  ******* should not be responsible for Danco's actions. It was a goodwill refund. Danco has yet to stand up and take responsibility.

• Initial Complaint

  Date:08/07/2022

  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.

  Order Placed: June 7, 2022 Amazon.com order number: ******************* (Danco item 4Z-24H/C Hot/Cold Stem) Order Total: $14.39 I installed this item on 12 Jun 22. It started leaking on 9 Jul 22. I attempted to return the item for a refund but the 30-day Amazon return window had expired. I then used the "Get Product Support" function on the Amazon web site and was taken to the Danco Support web site. This item carries a 1-year warranty, so I submitted requests to Danco for assistance o/a 10 and 29 Jul 22. Danco has not replied to either request.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: Taekita R****** Team Lead Contact Phone: ************** Contact Email: ********************* Hello, We have reached out directly to the consumer via email to resolve this issue.