ComplaintsforSirena Inc

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  22/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  23/08/2023

  good day,

   

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

   

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

   

  thank you

  Customer response

  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

  14/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  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 response

  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

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  24/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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...

• Initial Complaint

  20/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this about 5 months ago. I used it out of the box. It worked fine. Then a few months later (using only the air purifier part, it just stops working). Called and trouble shooted. They allowed me to send back but it took 2 different shipments to get the whole vacuum back as they forgot the hoses. They finally sent hoses and I seemed to have a working vacuum. I have not used the vacuum since I received the product as I have been using my smaller one. Well, today the whole machine dies AGAIN. This is the worst product ever. I barely use the thing and it has broken on me twice in less than 6 months.

  Business response

  21/11/2022

  good day,

   

  we will be more than happy to help you fix the issue, but you cannot return the unit. please find return policy below. customer service will call you today to help you as well can call us at 1855 474 7362

   

  https://www.sirenavacuum.com/pages/return-policy

• Initial Complaint

  14/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If you are comparing to a Rainbow, it does not Compare. It is cheaply made I have used it 2 times and the plastic ring that goes around the extension wand broke off, it covered the hole and now I have to hold my finger over it to get suction. I called and spoke to **** RUDE.. No help at all, I asked him to help me trouble shoot why there is little suctions, and he could not help me he told me to take a picture and send it to them "Okay" I was trying to explain it to him, he didn't want to listen or help in anyway. Don't waste your money, I paid $799. I was being cheap and should have bought the Rainbow that I know worked. Now I have an $800.00 Vacuum that won't work, I can't use it, and 0 support... DON'T WASTE YOUR MONEY I really wanted to love this Vacuum and I was so excited to receive it, I wish I would have seen all of the negative reviews before I purchased, GOOD customer service goes a long way, with no support it's a horrible feeling, Like I'm STUCK with it. If they believed in their product they would not be RUDE and would try to help their customers, you would think they would want their product to be a success, but it sounds like they are continuing to defend what they can't do, and are unable to make their customers happy. SAD

  Business response

  15/09/2022

  good day,

   

  we will be more than happy to send you a replacement of the broken piece  please send us a photo to [email protected] of what is broken or to my personal email ******************** with your  phone number and i will call you and make sure the piece gets sent to you  ASAP  we do need a picture please.

  thank you

   

  Tell us why here...

• Initial Complaint

  24/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After receiving the vacuum, I was not happy with several things including a very short cord, a cheap looking beater brush, and the bulkiness and weight of it. Trying to use it in a multi level home is not practical. When using the attachments there is hardly any suction. I have had many other better brand vacuums for the same price, and even cheaper. An expensive vacuum should have a long cord! I should have bought another shark for a third of the price! It costs at least $300 dollars to send it back, so after spending $800 I feel stuck with it.

  Business response

  25/08/2022

   

   

  Good day,
  
  Please find our return policy in the link below that’s the return policy that we have in place and it's on the website www.sirenasystem.com 

  
  https://www.sirenavacuum.com/pages/return-policy

   

  thank you

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Sirena vacuum's clasp that attaches the main motor to the water tank broke off at the screw. I attempted to contact the company about a warranty repair, which the man on the line was very rude and condescending. He proceeded to tell me that my unit is not covered under warranty as a flimsy plastic screw sheath where the attaching screw connects to the main unit at the clasp is not considered a manufacturer defect as those occur within the first month of two of use. He claims I must use their shipping business of choice, and that I must pay $120 for the shipping/repair. I asked for this in writing and have yet to receive anything. This is what their website states in regards to warranty/repair: 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. It is my assertion that a major component items such as the clasp that holds the main unit to the water tank (this is a major part required for the operation of the device) would be covered under the 3 year warranty of parts, but honestly should be under the 10 year warranty since it is part of the main unit. If they are not willing to repair this device under warranty, I respectfully request a replacement. If that is not possible, I request a full refund of my money ($698.00 USD) for this item as I purchased it March 2021 and it should not be breaking this soon.

  Business response

  10/05/2022

  good day,

   

  please see the warranty below listed on the www.sirenasystem.com site shipping and labor are not covered after one year.

   

  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.Tell us why here...

  Customer response

  10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: the broken clasp is clearly a manufacturer defect as clearly shown in past BBB complaints against this company. 

  See complaints dated: 18/02/2022, 08/09/2021, as well as customer review by ****** * on 27/04/2022.

  ****** reviews: ** ** ** Reviewed in the United States on February 21, 2019; ***** Reviewed in the United States on January 24, 2022

  *** **** * ******: ******* · 8 months ago

  ******* online: ******* 5/6/2020

  ***** dot co dot UK: Go•• ••lo July 26, 2020

   

  I'm sure there are likely other customer issues with this clasp/clip if their website dev wouldn't refuse to post negative reviews on their website. The clasps are cheaply made plastic that break very easily even with gentle handling.  This needs to be covered under warranty as a manufacturer defect.

   

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

*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. ↩