Some callers say they have waited months longer than they were led to believe they’d need to wait.
The company says it has issued 177,000 refund checks – with an average wait time of about six weeks after a claim is processed.
Gree says recently there has been a delay in producing refund checks because a large number of customers requested refunds in a very short period of time – but the company did not specify how long that delay would be.
They also say checks have been delayed in cases where customers have not submitted the correct materials for the return.
Some callers say they waited for hours on service when they called the recall hotline for an update.
Gree says they are monitoring the administration of the recall and they’re working to reduce call hold times for customers.
To contact Gree, call 866-853-2802.
The Consumer Product Safety Commission says customers who have not received a refund check should call 1-800-638-2772.
The recall was issued in September 2013 and then expanded in January 2014 after it was found that certain models can overheat, smoke, and catch fire.
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