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:23/01/2025

  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 paid $700 for this vacuum after my Rainbow died. This vacuum has had problems with water being drawn up into the filter below the motor since I purchased. I have called and was told to use less water. **************** was rude and made it clear that I was dumb. Using less water didn't help. I put off calling as who wants to talk to customer service that tries to get rid of you instead of helping. I called and was told to run the vacuum for 20 minutes without water in the water container and that should solve the problem, Whoever I talked to this time at least didn't snarl at me. That didn't work. So, I called again and customer service was rude. He answered the phone and did not say that he was with Sierna. So I ask. That evidently made me stupid. He demanded that I send a video and I wasn't sure where to find the email and I was told that it was on the web site and that I was wasting his time. That it is normal for the Sierna to have water drawn up by the filter and that he didn't know what I wanted from him. I ask if I could speak to someone else and was told no. That he didn't have a boss. I said "you are the owner then?" and was told no. And then he told me that I was being combative. Wow. I have put off calling this company as every single time, I get the customer service person and doesn't want to be bothered. I don't believe that water being drawn up into the motor of the vacuum is a good thing. I realize I won't be getting refund as they will just ignore the dispute. But perhaps this will help someone else.

  Business Response

  Date: 24/01/2025

  good day,

  please send your video to ***************************** and call back customer service at ************* you may ask for ******.

   you need to replace the **** filter every year. water on top of the unit around the separator is  normal.

  thank you.

• Initial Complaint

  Date:03/06/2024

  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 received my Cordless vacuum cleaner on June 1, 2024. I set it up and let it charge for 2 days before trying it. On the website it says it will last up to 45 minutes on a charge. Well that is not even close. I didn't even get a set of stairs gone on medium settings before the battery went dead. I called several times to customer service over 4 days and finally someone called me back. I thought at first maybe I had a defective vacuum but the guy on the other end of the phone told me that it will only last about 10 minutes on med and even less on high speed. I told him since it had not even been 7 days I wanted to return it because this will not work for my house and that I felt like I had been lied to about this because the website talked about how great it was because of how long the battery will last. The guy then told me that I had to pay a restock fee of 25% and will shipping it will be about ****** to return a vacuum cleaner that is useless. My husband paid ****** for this and they are now trying to get out of giving use what we paid. This is a total scam on their part. I also found out that all the reviews on the website are also fake. We are not able to do a review so how was other people able to put reviews up? It's a total lie and what hurts even more is that my husband and son both split the cost of this vacuum because it was what I asked for on my birthday. I want them to give me a return label and a full return of the money because there whole website is set up to deceive people. I am attacking a copy of what it says on the website about how long the battery lasts.

  Business Response

  Date: 04/06/2024

  Good day,

  please find return policy below, as well it does say up to 45 minutes of run time and that's on low speed not high speed that's how all vacuums operate on  batteries.  medium speed it will run around 20 minutes and high speed around 10 minutes.

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

  Thank you.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21796958
  
  I am rejecting this response because:
  I had it on med the whole time and it went dead after only 8 minutes. Why on earth would anyone willingly spend ****** for a vacuum cleaner that only lasts a few minutes and doesn't even complete a set of stairs? I send screenshots of what you have listed for the time and it definitely doesn't say 10 minutes on med ....it says 45 minutes of vacuum time. The fact that I that you have went as far as to post fake reviews on your website that most talk about how long the vacuum lasts is absorb. None of the fake reviews say that you have to only run it on low speed for it to be able to clear your house. The low speed doesn't even **** up the pet hair and you have this listed as a pet vacuum. I want a refund because your whole website is set up to deceive people. Your scammers that are scamming people out of their hard earned money. 
  
  
  ***************************

  Business Response

  Date: 19/06/2024

  Good day,
  please find return policy below, as well it does say up to 45 minutes of run time and that's on low speed not high speed that's how all vacuums operate on  batteries.  medium speed it will run around 20 minutes and high speed around 10 minutes.
  ****************************************************************
  Thank you.

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21796958
  
  I am rejecting this response because: they do not have on the page that it's only on low settings for it to last 45 minutes. I have attached screenshots of the pages already. They are deliberately deceiving people when they talk about how long this vacuum lasts. I literally had it on med speed and it only lasted 8 minutes. That is insane to pay almost ****** for a vacuum cleaner that only last a few minutes. They even have fake reviews on their website saying that the vacuum last alot longer than any other battery vacuum. That is also a deceiving lie. I have a Dyson vacuum cleaner that last over a hour on high speed. I have 2 pomeranian dogs and this vacuum doesn't even move the hair on low speed. That is also another lie this company has said. They call it a pet vacuum but it doesn't even pick up the hair on low. It barely picked it up on medium speed. Paying almost ****** of a vacuum that can't last more than 8 minutes and it's also very weak on those 2 lowest speeds is crazy. If people knew the truth they wouldn't waste their money. This company is scamming people out of their hard earned money by the lies and fake reviews on their website. I want a full refund since everything on their website is set up to deceive people. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:22/03/2024

  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 bought a sirena water vacuum in June of 2022. Yes, I use the vacuum weekly but do not put it through treacherous conditions. One day I put it up and the next time I plugged it in the power head does not work. I am in the central time zone so my working hours are past their open hours. I have called and left voicemails with no response back from sirena. Finally after getting through to someone after 5 months, they tell me I can either pay $149 to ship back the power head or buy a new one for $189!! The website says the power head is ********************* for 3 years besides the normal wear and tear of the brushes. For a vacuum that cost $900 I would think it should last longer then 1 year and 4 month!!By the sounds of the other complaints I am not the only person with this issue. Sirena do better!!!

  Business Response

  Date: 25/03/2024

  good day,

  the warranty is only for one year on labor and shipping, that's why you will need to pay to get it serviced, it's also on the website what the warranty covers www.sirenasystem.com

  please see below warranty information.

   

  What exactly is covered under the warranty?
  The 10-year warranty covers the main unit motor on new Sirena vacuums. It also includes 3 years of warranty on parts (including the power nozzle motor, but not the normal wear parts such as the basin, belts,bristles, and brushes), and 1 year on labor and shipping.
  Recertified Sirena vacuums are covered by a 1-year warranty on the main motor, 1 year on parts (including the power nozzle motor, but not the normal wear parts such as the basin, belts, bristles, and brushes), and 1 year on labor and shipping.

  if you like to get it serviced please call *************

   

  thank you.

   

   

• Initial Complaint

  Date:02/01/2024

  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 this Sirena in Nov 2021, it is still under warranty. I talked with the guy who sounded unprofessional when answering the phone who said it was going to cost $149 to fix. Why, if it is under warranty, I shouldn't have to pay for anything!!

  Business Response

  Date: 03/01/2024

  good day,

  please see below warranty information that is posted on the website as well ********************  you are over the one year so shipping and labor is not covered.

  you can call customer service at **** *** **** if you like to get it serviced.

  What exactly is covered under the warranty?

  The 10-year warranty covers the main unit motor on new
  Sirena vacuums. It also includes 3 years of warranty on parts (including the
  power nozzle motor, but not
  the normal wear parts such as the basin, belts,
  bristles, and brushes), and 1 year on labor.
  Recertified Sirena vacuums are covered by a 1-year
  warranty on the main motor, 1 year on parts (including the power nozzle
  motor, but not the normal
  wear parts such as the basin, belts, bristles, and
  brushes), and 1 year on labor.
  Sirena Twisters are warrantied for the period of 1 year
  from the date of purchase. You will need to register your Sirena Twister here to
  activate your warranty.

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: 21086774
  
  
  
  I am rejecting this response because: where in your disclosures does that show consumer is responsible for shipping?
  
  
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:06/09/2023

  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 bought a Sirena vacuum cleaner on May 12, ORDER #SIRENA-112700-05132023, as requested by my ex girlfriend. I paid $498. Very expensive vacuum cleaner.She never opened the box and then we broke up. I called Sirena on June 6th to return it but they would charge me 25% restocking fee and I'd have to pay the shipping. I decided to try to sell it by myself on an online marketplace, but NO ONE wants it. Not even at 1/2 the price. My bad.Today Sept 6 I called again to return it, in spite of the excessive restocking fee, but they almost laughed at me for trying to return a product so late. I was treated disrespectfully over the phone.I am terribly disappointed and frustrated. The box has never been opened, the product is new and I don't know what to do with it. I'd appreciate a solution.Thanks.- *****

  Business Response

  Date: 06/09/2023

  Good day,

  we do have a return policy with in 30 days of the purchase date, please see below policy listed on the website www.sirenasystem.com 

   

  we do not take any returns after 30 days.

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

   

  thank you.

• Initial Complaint

  Date:22/08/2023

  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 this vacuum because my family has allergies, asthma, and pets. I was very excited, but once I got it, it was disappointing. The suction wasn’t what I was expecting and it was so big and bulky with a short cord. They advertise 30 DAY MONEY BACK GUARANTEE in big bold letters so I felt comfortable purchasing just in case I didn’t like it. When I called about returning is when I learned about the return policy (which I looked for in the typical places, but they have theirs all the way at the bottom of the page). 25% restocking fee AND you have to pay to ship it yourself! That’s $200 restocking fee and $100 to ship it back. I decided to still return it and the rep offered me $150 off to keep it. If you can offer $150 off to keep it, you shouldn’t be charging an arm and a leg for restocking and you shouldn’t have a contradictory money back guarantee.

  Business Response

  Date: 23/08/2023

  good day,

  unfortunately we do have a return policy that is listed on the site that the customer purchased their unit from.

  please see below link to the information.

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

   

  thank you.

   

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: 20508553
  
  
  
  I am rejecting this response because:

  I never said there is no return policy on the website. I said the tactics of having a money back guarantee and requiring a consumer to lose 25% of the purchase price AND ship the item back themselves is crooked and feels like a ****. If it were really a money back guarantee, I would be getting all of my money back considering the item did not hold up to what it says it does.

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

  Business Response

  Date: 23/08/2023

  good day,

   

  the return policy below is listed on the website under returns and warranty.

   

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

   

  thank you

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: 20508553
  
  
  
  I am rejecting this response because:

  Sirena Inc is not taking accountability for their unjust marketing practices. I will be reaching out to consumer affairs to report these practices and have them be modified so nobody else will have these issues anymore.

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

• Initial Complaint

  Date:14/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  July 7, 2022 an order was placed for one (1) Sirena Vacuum Cleaner, one (1) Replacement HEPA Filter, and two (2)
  Sirena Twister Air Purifier-Black. The total of the order was $878.97. This was purchased based on what I know now as "false advertisement". The Sirena Twisters does not purify the air; but only gives a "fragrance" Depending on the quality of the local water, it may actually take a half of the bottle of the recommended liquid accessories not just a "squirt" as stated in the advertisements. The vacuum does have a HEPA filter but cannot run during the night as an air purifier for second hand cigarette smoke as I had been told. The vacuum makes so much noise that my neighbor complained about the sound coming through the floors. Now the vacuum no longer works and the company is asking me to send a video of me following the instructions to repair it before sending it back. This was not expressed to me when I made the purchase. I called two weeks prior and spoke with the salesperson several times. I was mislead to believe that this was not heavy. It is. I am 73 years of age and this vacuum caused me to aggravate an old neck injury and now I have to have surgery. I explained that I was enduring second hand cigarette smoke from other apartments around me during the night and was assured that I could run this Sirena Vacuum to address this. No, No, No! It is much too loud. When I called within the warranty to return it for full credit, I was talked into getting a credit of of $278.00. I did agree; only to find out that the vacuum would easily stop working. The sales person appeared to have ignored my age, my medical condition that I explained and my need to have a vacuum cleaner that did not make so much noise that neighbors would complain. ****** just wanted to make a sale and did not care about the customer.
  Both just makes the air "smell" good; it cannot be an air purifier as falsely advertised. This has been used 2 times. It hurt my neck. Does not work now.

  Business Response

  Date: 14/03/2023

  good day,

   

  please find below return policy, it is on the Sirena website.  ************************************************

   

  if the unit has any issues please call **** *** **** and we will be more then happy to fix it.

   

  thank you.

  Tell us why here...

  Customer Answer

  Date: 16/03/2023

  
  
  Complaint: 19592778
  
  
  
  I am rejecting this response because: I did call the company several times and was advised to follow the video and video myself performing the instructions on the video. ****** acknowledged awareness of these problems. He refused to send the label until I did this. I cannot do this. Now he ****** is denying he stated this to me but I have the emails. Also, ****** is the one who talked me into keeping with with a refund of $278. The product has flaws.

  Please have your department investigate the false advertisements of the twisters and Sirena vacuum cleaner. The twisters are not purifiers as there are no purifying properties; the vacuum cannot be used as an air purifier as advertised because of the very loud roaring noise that it makes. The Sirena vacuum is a "knock off" of the original Rainbow. Cheaper with many defects. I attempted to return all the parts within the period of time allowed.

  *** cannot enforce; but it is my understanding that you an investigate the allege false advertisements of this company. On the other hand, a class action litigation can address the twisters as air purifiers, the vacuum cleaner as an air purifier, and the statements that it just takes a "squirt" of the solutions to put in the units. My experience is that the advertisement have been embellished and are not true. Even some of the reviews appear to have been staged from what I understand. This is a product that is too hard to manage for a frail 72 years old. ****** was told this from the beginning and he misrepresented the products simply to make a "sell" that may cost him much more than it is worth.

   

  Thank you to the *** for this platform.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 16/03/2023

  good day,

   

  please call customer service at **** *** **** or send a video with the issue that you are having to ****************** so they can help.

   

  thank you

   

  Tell us why here...

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: 19592778
  
  
  
  I am rejecting this response because:too many things have been stated on the phone that were not correct and were not recorded. Please contact me via email. Please show me the policy for requiring a video. I have repeatedly stated that due to liability, my assistant cannot assist and my health will not allow me lift this. Please send the label so I MAY GET SOMEONE TO LIFT THIS AND RETURN TO YOU FOR REFUND OR REPAIR. 

  NO WHERE DO i SEE THAT IT IS POLICY TO HAVE ME DO A VIDEO. THE VACUUM IS NOT WORKING AND YOU KNOW WHY. THIS IS A COMMON PROBLEM THAT YOU WERE AWARE BUT I WAS NOT.

  IT IS AN INFRINGMENT ON MY ABILITIES AS A PERSON WHO IS DISABLED TO DO THIS.

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

• Initial Complaint

  Date:01/03/2023

  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 a water filtration vacuum from Sirena System's website 2/21/23.
  I have been trying to return the product since the day after by reaching out to the company based on their return policy.
  No one is calling back, responding to the emails, or responding to the website chats.
  I have not made it past the automated system yet.
  It almost appears as if the company is pushing off contact until after the 30 money back period has lapsed.
  ***** ****** ** *********************** ******** ** ** ************ *** *** ******* *** ***** I would like the 30 day money back period to be honored.

  Business Response

  Date: 02/03/2023

  good day,

   

  please find below the return policy that is listed on our website, if you have any other questions  please call **** *** ****

   

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

   

  thank you.

• Initial Complaint

  Date:10/02/2023

  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 bought the sirena system four years ago. I have used regularly but have not over worked it, and now it's giving me problems. After about 20 minutes of being on, it suddenly turns off and it won't turn back again, only after it cools down and then it will turn back on again for another 5-10 minutes. I am guessing it has to do with the motor it heats up and then shuts down. I contacted customer service by phone and they told me that because I am in the U.S. I am responsible for the shipping costs to send it back to them and back to me again which could add up to more than $200 u.s. dollars. I wish I would've known this before I bought it. I also want others to know that as well, that if you are in the u.s. and even though the motor of the machine is covered for ten years you could potentially be paying more than $200 on shipping costs to get it fixed. If there was a disclaimer that is easily visible in the website next to the warranty not in a hidden place where no one can see it, if there even is one, then I would've made a different decision or at least an informed decision and not feel frustrated right now. Additionally their website states that for repairs or replacements they have an "easy and stress free process" which cannot be further from the truth. Their customer service is rude and the process is turning out to be very stressful and disappointing.

  Business Response

  Date: 13/02/2023

  Good day,
  
  Please see below
  warranty information that is on the website ********************

  
  if you have any
  questions, please call customer service at **** *** ****.
  Thank you.

  
  What exactly is covered
  under the warranty?

  
  The
  10-year warranty covers the main unit motor on new Sirena vacuums. It also
  includes 3 years of warranty on parts (including the power nozzle motor, but
  not the normal wear parts such as the basin, belts, bristles, and
  brushes), and 1 year on labor.

  
  Recertified
  Sirena vacuums are covered by a 1-year warranty on the main motor, 1 year on
  parts (including the power nozzle motor, but not the normal wear parts such
  as the basin, belts, bristles, and brushes), and 1 year on labor.
  

• Initial Complaint

  Date:24/11/2022

  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.

  Do not buy from this company. my product was broken within the first week and took over a month to get in touch with someone, REP told me just use it how it is and stop being selfish, he kept talking over me and just just kept saying I was being to selfish just use it how it was. After not backing down (and sending multiple emails of pictures), he finally agreed to send a replacement. Because the REP wasn't actually listening, the wrong part was sent. It took 3 emails to finally get another response for the correct part, REP called, once again rude, I explained, once again just kept talking over me "I got no pictures, call back when you email pictures and may I can help" and hung up. My broken machine is 2 months old and I've used it once. You have to BEG or be STERN just to get to not be so rude. you just get told to use it broken, I didn't pay as much as I did for a broken item but the REPS are so disrespectful and rude. I'm not the first, I won't be the last, and seeing additional problems and nothing changing, the owners/higher ups should be figuring this out. This company needs to be sending me a new product not rude reps. if you're thinking of this product RUNNNNNNNN

  Business Response

  Date: 25/11/2022

  good day,

   

  We never have any issues when it comes to Warranty or sending a part, if you still having issues, please feel free to call me personally at **** *** ***** and ask for ******.

   

  thank you.

   

  Tell us why here...