ComplaintsforPlatinum Air Care

• Initial Complaint

  15/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unsolicited phone call with the impression it was mandatory

  

  Business response

  15/06/2023

  We will put the person's phone number in our do not call registry to avoid further calls.

  Customer response

  22/06/2023

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Platinum Air Care called me today even though I am on the do not call list. Immediately tells me they want to schedule my yearly appointment. I have never had this company to my home. I told her I had never had a call from them or had them to my home so I was not being scammed by her. She hung up on me. If I want work done in my home I look for quotes and call local businesses. I would never have a company that is not local come to my home.

  

  Business response

  08/05/2023

  From our stance, this should not be a complaint to our BBB profile. Allegations in this complaint are also made towards us which are completely untrue.
  A call was made, and while the person who initiated this complaint suggests they are on the do not call list, we cannot give a clear reason as to why we were able to call them as we do in fact, follow the do not call list.
  The only alternative solution offered to all individuals who do not want us to call them is to provide us with their phone number so we can add it to our own internal do not call list as well.
  Since the complaint filer chose not to provide their phone number, only "519-000-0000", we cannot do this and may call again otherwise.

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  After I received the call there were several other people complaining about the same call in my area through a town of Kingsville group on social media.  
  
  When they called me they didn't even mention an option of being put on their company do not call list.  I refuse to give them my number through this complaint as I believe the calls will not stop.  
  
  After I received the call I went to the Ontario do no call list to make sure my number was still active and it was, so no they do not follow Ontario's do not call list.  They are not in one of the groups that do not have to follow the guidelines and I never contacted them first.
  
  I am not asking for any mediation, money, etc.  I just want them to actually follow the rules and stop calling people.  I found their representative rude and not even willing to be helpful, which offering to put my number on their in-house do not call list would have been, instead she hung up on me.  I have found that companies that do hang up on you do so, so they can keep calling and say "They didn't ask to be put on our do not call list, so we can keep calling."

  
  Sincerely,
  
  ***** *******

  

  Business response

  09/05/2023

  The individual is unwilling to work with us by providing their phone number to be added to our in-office do not call list to ensure their request.
  Contrary to what the individual suggests, we do follow the proper guidelines and will again consult our phone listing service to confirm this discrepancy stated by the complaining individual.

  Again, without a phone number provided to us we are unable to guarantee we will not call them again, and are also unable to check this phone number's voice recording (as all of our phone calls are recorded) to confirm or deny the accusations that our telemarketing representative was rude and/or hung up on this individual.
  To be clear, it is no benefit to our business for our representatives to be rude, nor for us to call someone who does not want to be called again in the future.

  We again take the stance that this file should not be a complaint on our records as no transaction, agreement, nor any service was performed between the two parties and we are willing to make efforts to ensure no further contact with this individual are made but are being rejected.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This unprofessional "business" takes advantage of elderly people, and made an unsolicited sale of an expensive air cleaner to my mother-in-law, who's decisional capacity is compromised due to her age. The item was put in her home on Feb. 11, 2022 for $3,400. They entered her house again on Mar. 18 and Jun. 27 to unnecessarily service the item, and charged her an additional $231.48. We contacted the business on Jul. 27 to cancel her account and request a refund. They said they would speak to "Management" and placed her on their "Do Not Contact" list. When we did not hear back, and we contacted them again, they offered free service on the item for a year, ignoring our request to not contact her again.

  

  Business response

  02/08/2022

  The main issue with our customer's daughter-in-law is that we are unable to return/refund a used product over 5 months old. The customer's son spoke with us prior to this complaint - which we offered a free year of service (valued at $499+HST to maintain the air purifier 4-times in a single year) in good faith to offer a compromise.
  
  Quality air purifiers like ours which the daughter-in-law discredits need to be thoroughly refurbished, sanitized, and have their filters replaced when returned as it is a health device. This procedure is even more costly the longer the product has been used.
  What we fail to understand is that the attempt to return and the complaint made have come now well over 5 months from the original purchase, and the actual customer has been very pleased with the product.
  
  Regarding the visits:
  A technician is scheduled 1 month later after every purchase made with our company to check on the air purifier to make sure everything is working correctly (This is what our visit was for on March 18th - there was no charge).
  The customer instructed us that she did not want to clean the unit, to which we offer maintenance packages to maintain the unit on their behalf on scheduled dates (This is what the June 27 visit was regarding, and the $231.48 charge, this includes a service call, full cleaning of the unit and filter replacement).
  
  Since the daughter-in-law believes this maintenance is "needless work" (as specified in her negative ****** review) we refer her to our website to maintain the air purifier herself on her mother-in-law's behalf. https://www.platinumaircare.ca/service/electronic-air-purifier-cleaning-instructions
  
  And while it is unfortunate the daughter-in-law is displeased with us, we believe to have made good efforts by offering a valuable compromise to their issue regarding cleaning the unit. We did not ignore their request to not contact the customer and added the customer to our own do-not-call list to ensure no further solicitation, however, we will not be able to proceed with our free year of service as clearly the daughter-in-law does not want us to visit the customer again.

  Customer response

  03/08/2022

  
  Complaint: 17649424
  
  I am rejecting this response because:

  It does not begin to address the initial issue, which is how my mother-in-law came to purchase the unit in the first place. She did not seek out this business for their services. They contacted her via telemarketing, and as such, an 89-year old, whose mental faculties are not what they were due to her age, made an uninformed decision to purchase a $3400 machine that she does not understand what it does, or how to operate it, as she has told us. Therefore, to state in the previous response that she is pleased with the item is false. Knowing she does not know how to maintain the device gave the sales people another opportunity to charge more to perform maintenance services on her behalf.

  In terms of not contacting this business in the 5 months since it was placed in her home, we live in a different city and are not trying to expose risk to our elderly mother during COVID due to my husband's profession. If we were present at the time of the unsolicited sale, we would have been able to gather all the information and help to make an informed decision on her behalf as to whether she required a $3400 air cleaner or not.
  
  Sincerely,
  
  Alisha Robinson

  

  Business response

  03/08/2022

  With respect to the solicitation, we offer free promotional inspection services. For us to have been able to make contact with the customer was due to the fact that she must not have been listed on the do-not-call registry, which is why after the customer's son who recently contacted us, we added her to our own internal do-not-call list to ensure no further solicitation. After our promotional inspection, our staff leaves information to promote our business which the customer must have inquired about.
  
  In regards to COVID-19 visitation, the daughter-in-law should find relief as it is a medical-grade air purification device, and in the past 2 years, these units have widely been used for the specific reason of protection from viruses like COVID-19 and improving ventilation and purifying the air.
  
  Again, we reiterate that the customer (not the daughter-in-law) is happy with the air purifier and specified this the last time our staff spoke with her. We retain the position of offering a free year of service as the customer still benefits from the product and notices a substantial difference with using it.

• Initial Complaint

  17/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother in law lives in Goderich Ont. is 89 years and diagnosed 2 years ago with dementia and lives alone. For over a year she has a person come in twice a day to give her pills as she cant remember, after my wife's dad died someone from Platinum air care convinced her to let him check her basement items, He convinced her the air humidifier is finished and showed her a small rust spot, The old one was installed 5 years earlier and worked fine. She paid 5000 cash as she just sold car for 5000 cash, Worth about 1000, Cant find bill. Early Sept she ended up in hospital and is incapable of living alone and is now in a care home with locked doors, We put her house up for sale and found all these new items in basement and found the same Platinum air care sold and installed them. ( ****** tank less hot water heater, ****** water filtration ) She drank Godrich water for 88 years, Why a water filtration now. and paid XXXXX dollars almost twice the competition, She cant remember a thing about this transaction, Then they convinced her to finance it through a different co at 13 % She gets less then 2% at bank where she has several times this amount in account, I phoned Platinum air care 4 times , 2 calls , left message for manager to phone me, No call back. One call got some agent told me manager busy with client, I said phone back when available, No call back. Last call agent said manager gone not available and can she help me ,I said ************** bill and she very rudely said I cant help you and hung up. I still don't know what is a ***** water filtration.as no Plumber seems to know either. and Platinum will not let me ask a single question. Every item they installed was about 4 to 7 . years old and worked fine. platinum air care invented a problem when there was none. I understand they are very schooled and slick in covering there wrong doing

  

  Business response

  29/11/2021

  Business Response /* (1000, 5, 2021/11/18) */ We have trouble understanding **** ******'s direct complaint and desired resolution. Mr. ****** has never left a voicemail with our office or left a message with our receptionist. We have notes on the file of this situation as Mr. ****** has had the police call our office as well, to which we informed the police the same answer; he never has left a message to call him back. Our records show he only wanted to speak with a manager regarding Mrs. ******, and when we would offer a callback, he would not provide his phone number only saying he would call again later. We do have a record of a single email sent to us from Mr. ****** (********************) on October 27, 2021, to which we replied asking for supporting documentation. We are still awaiting a reply. The customer mentioned in question (****** ******) has been a repeat customer of Platinum Air Care since 2015. The pricing information Mr. ****** has stated in this complaint is completely inaccurate, and Mrs. ****** has never once paid in cash/dollar bills to our company. The purchase amounts mentioned are also false/higher than actual amounts. If Mr. ****** has relation to Mrs. ******, it should be a simple task for him to track the actual cheques made out to our company in the past. If Mr. ****** is for some reason having trouble with one of our managers contacting him, then we suggest leaving a proper message with a phone number to reception, email, or on our voicemail as we always return our calls and requests. If Mr. ****** is looking for receipts and account information on behalf of another person it is company policy that he must provide us with documentation supporting power of attorney in regards to the customer, as we cannot provide customer information to any person who calls us off the phone for security purposes. As this BBB complaint has come to our attention over 2 weeks later from the last contact made from Mr. ****** to our office, and Mr. ****** has not responded to our email directly to him requesting proper documentation, we are presented with a standstill and are unable to comply with his requests. Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Platinum air care sent a e mail Oct 27 reads my wifes power of attorney must be sent in error, My wife power of attorney is very clear as banks , lawyers insurance co and real-estates accept it as she sold her mothers house, Funny how only Platinum air care don't except it.***************************************************************** ************************* I have a working answering machine, Out of 4 calls I did not receive a call back, The last call where receptionist ask me if she can help , I ask about ******* ****** bill and very rudly said cant help you and hung up. At that point it was useless to cotinine to phone them. How come if I miss a call ,the call comes up on my phone and I call back, Very simple task for platinum air care. Platinum made a big issue of there price, Instead of XXXXX it is***** I see no answers on what is ***** water filtration tower ,Why Mother in law financed it, selling to a full blown dementia person that has no reelection of what she bought, Invented a problem when there was none. On bill what is (official fee 142.44)The ****** 210s tank less water heater is 3150.00 with tax installed from a co in Toronto, platinum price was 4748 with tax ,a 1596 dollars higher price. I now need what is a ***** water filteration tower Business Response /* (4000, 9, 2021/11/23) */ Sir, we must clarify: We never have received any documents from you outside of an incorrect power of attorney, we will attach it to the BBB in this response (It is a single page scan, showing ****** ****** is power of attorney over************ ******). This is not the correct document for Mr. ******'s intent. Our phone calls are recorded, and our representative Angel was the one who spoke to you, she did not yell or hang up on you. You never left your phone number to us, we can not call you back if we never received your phone number. We did respond to your email, and again, we never have received a response back. As for pricing, you did not reflect discounts given or our included extended warranty which the provided brochure should clearly mention. Our pricing is our pricing and we stand by it, the price you have found online does not seem to reflect the multiple price increases HVAC equipment suppliers have had every quarter, and unfortunately this December pricing is again increasing due to supply chain issues. As for the TOCC water system, information on all of our products is readily available on our website:************************ as for why she had purchased it we can only assume it was a recommendation given based on the conversation with the customer and our technician. As per your original message in the complaint about selling the home, our HVAC equipment and filtration equipment are locally manufactured and considered high-quality premiums and in the past two years, we have received a lot of good feedback from new homeowners with our products in their homes. To summarize, we are not suggesting that we will not accept your documents, but you must provide us with the correct documentation. We of course will continue to respond through the BBB, and at this point prefer to; however, you are welcome to email us directly or call us directly. We now have your phone number on file as the BBB had provided it to us, if you wish for us to call you please let us know.

• Initial Complaint

  19/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The reason I am complaining to you is that the following company Platinum Air Care, located in London,On. They installed a new furnace in 2020 at my Aunt home, as she is a widowed senior. Due to covid 19 we were unable to help her out with her purchase of a new furnace. Just lately we went to visit her and the furnace they installed was way too big for the area. Now the furnace they installed is larger then the original. The furnace that is now installed by this company is now sticking out into the hallway by 3 inches. I believe they should of installed a unit the same size as the one why removed. Now its nothing but an eye sore. They should of matched like for like size wise. Now the wall has to be bumped out to accommodate a door to cover this up. This could of been avoided if they matched unit dimensional size. We believe they took advantage of my aunt and if we were there we would of never allow the install of this furnace. We have contacted them to find a resolution. None.

  

  Business response

  21/10/2021

  Business Response /* (1000, 5, 2021/10/21) */ We specifically all listed details in this email to *****, and will explain it once more for the BBB readers to be aware: 1. ***** ***** is not a customer of ours. He is a relative of our customer (Nephew). ***** was asked by our customer to build out the closet door that encloses the furnace, he shows his frustration to us by numerous calls to our business and this complaint to BBB. His "solution" is for us to remove the furnace a year later and replace it with an even smaller furnace which we do not offer, and have specified from the very start. 2. Our customer *************, was made aware of the size difference before going ahead with her purchase on multiple occasions. ****** was presented with a formal quote from us on September 16, 2020, and called us a week later (September 21, 2020) to proceed with the purchase. The work was scheduled and installed on September 29, 2020. To reiterate: The customer had two weeks from the time of the quote to the installation to look for other quotes, and/or choose to proceed or cancel the work done. To address his specific BBB complaint details: ***** does not mention that ******'s home is a trailer and insists that the furnace is too big for the area; furnaces for trailers are outdated, and not common with new purchases. An exact retrofit of the old furnace was discontinued, and the stock of such furnaces (including regular current ones) have been very hard to get on short notice due to covid-19. This of course, leads into the end of September, where the weather was getting cold and many of our customers started using their furnace at night. The new furnace was installed properly to code for the size of home ****** lives in. When he specifically states "too big" he refers to the fact that the furnace is 3 inches larger to the front, which unfortunately did not allow the closet door to function without a door adjustment (Which ****** had no problem with, and said she would get her nephew, ***** to do). He also confirmed to us that the furnace is working perfectly, his only problem is the size of the furnace. Attached are two phone conversations of myself *************** speaking to the customer (*************) directly. In conversation #1 ****** is reminded of the original purchase, agreeing to the size, and understanding why the furnace was, unfortunately, protruded 3 inches bigger due to code installation reasons. In conversation #2 I called to inquire what the BBB complaint was for, and she lets us know it was from ***** and not her. ****** does not have a problem with the work from us, and everything is ok. ***************************************************************** ***************************************************************** *************** Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the point and only point is the furnace doesn't fit in the space hence it never should have been installed. The old furnace was not defective and working fine it was older model and due to be replaced. I am sure a new furnace of the same size could have been sourced and not having to modify the wall. Yes this situation could have been avoided if the company did there due-diligence . Consumer Response /* (2000, 14, 2021/11/16) */ ***Document Attached***

*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. ↩