Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Anzio range hood model ****E30D serial ********** on Oct 17, 2024 and paid for the baffle filter accessory ****CZAZ-C from ************* in ******** and have been told the filter has been on backorder with no ETA date. Can you please advise when I can receive the filter?

  Business response

  11/26/2024

  Zephyr reached out to the customer directly about this issue. We were able to sell her the accessory directly. 

  Customer response

  11/27/2024

  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past two years we have been dealing with our Lux Island vent that turns itself on and off multiple times a day. We have tried everythign with our third party warranty, but they dropped us as they have been unable to fix the vent after multiple call to Zephyr. Zephyr provides zero support and quite frankly does not care that their vent is flawed and not working. At this point, it is quite clear the Lux Island is a lemon and Zephyr should be completely replacing the entire unit! The last straw was when they told us "the vent turning itself on and off is normal"... really, it't normal for a vent to just turn on and off in the middle of the night for now reason? The lunacy of this company is just over the top. I'd add that getting in contact with them is impossible as they take weeks to respond to emails and never answer their phone lines.

  Business response

  10/11/2024

  We currently have a service order out with a local service technician to come look at the unit and attempt to resolve the issue for the customer. We are in contact with the customer to get this issue resolved

  Customer response

  10/14/2024

   
  Complaint: 22358912
  
  I am rejecting this response because:

   

  I certainly appreciate that Zephy reached out and has scheduled a repair company to come to my home, but we are by no means in a place to close out the complaint.  We have yet to determine the problem or know if there is a fix and/or some other resolution to the issue.  I believe we need to see what happens this week when the repair company comes to my home.  I am not yet scheduled to have the repair company come (as the repair person they chose has been out on vacation and just returned today), but I did speak to him today and he is going to give me his availability for this week by EOB today.

   

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

  Customer response

  10/28/2024

  Nothing has been fixed yet, what more clarification do you want.  The vent turns itself on and off, makes clicking noises, etc...  A part has been ordered, but there has been no scheduled date to repair it.  So this issue is not resolved.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kitchen exhaust hood was purchased by house builder ********************************* and installed before house was built. The house was closed on August 2nd, and we noticed the hood is broken on the first day of using. We want to get hood unit replaced since its defective, but they only agreed on fixing it. I would agreed on fixing it if it broken on after at least couple month of using, but not the first day. I paid full price on brand new working unit, not a refurbished hood. New working unit and refurbished working unit is totally different price. so disspointed on how Zephyr such big company doing business like this.

  Business response

  09/30/2024

  The Customer has agreed to attempt service to repair the issue. We have also sent a letter state if the same issue occurs again, we will replace the unit. Our warranty states that we will choose to to repair or replace a part before we replace the entire unit. See Below and attached document. 

   

  Per our *********************************************** Warranty for Parts: For three years from the date of your original purchase of the Products, we will
  provide, free of charge, Products or parts (including LED light bulbs, if applicable) to replace those that failed due to
  manufacturing defects subject to the exclusions and limitations below. We may choose, in our sole discretion, to repair or
  replace parts before we elect to replace the ************************************ Warranty for Labor: For one year from the date of your original purchase of the Products, we will
  provide, free of charge, the labor cost associated with repairing the Products or parts to replace those that failed due to
  manufacturing defects subject to the exclusions and limitations below. After the

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is about the Zephyr Company referring me to a repair company that de-frauded me out of a service fee. I called the company to let them know my Wine Cooler wasn't working and ask for them to recommend a company to do the repair. They provided me with a reference for FixThingz Appliance Repair and I called them on May 24, 2024. The repair person came to my home and said the compressor wasn't working and needed a new one and quoted me price of $1177 for a replacement and charged me $150 for a service call that could be used toward the repair cost. I called Zephyr back to let them know a new compressor was needed and since it was under warranty they sent a new one. I tried to call the repair person back and they never returned my calls and I have never been able to get in touch with them after many attempts. I called Zephyr to let them know the company was a fraud and they basically said there wasn't anything they could do for me. I feel they owe me the cost of the funds I paid the repair person since they referred me to the company. I still have to get my cooler repaired which will cost me hundreds of dollars. I asked them to reimburse me the funds I had to pay for the service call, and they wouldn't agree to that or offer any other compensation.

  Business response

  06/24/2024

  Customer contacted ********************** on 6/11 about this issue. Zephyr management contacted the customer on the same day and offered to reimburse the cost and replace the unit. We have spoken with 3rd party service tech about the situation. This case will be considered closed once customer receive reimbursement and replacement unit

  Customer response

  06/24/2024

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The refrigerator I purchased for 1200 dollars and got a 3 year extended warranty. 3 years 1 month later it stopped cooling. I called the company and they said to have an appliance specialist come out and if its the compressor they would take care of it. I had a company come out for 80 dollars and stated it was the compressor. I called they said they would send out the compressor and I had to have it installed. They gave me 2 companies to call for installation they both would not come out and stated if they did it would cost me 950 dollars. I just think this is not good business knowing its not worth the money to pay 950 after I spent 1200 on a new appliance. They said if it was compressor they would take care of it. This is not taking care of it and leaving it on me. I know I am not the only one who was mislead.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get warranty service on a high end range hood since it was installed almost a year ago. They have missed the **** several times and the service provider does not respond and has been a no show. I have made multiple calls to zephyr and still no repair. Their service is poor and difficult at best. I just wish someone would own this and get it fixed

  Business response

  06/05/2024

  We reached out to the customer to understand the issue. The customer had not heard from our 3rd party service technician. We proceeded to reach out to the service technician. They state they never received the job but would take it on. They scheduled time to service the unit. Waiting hear back to confirm the unit was fixed. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a terrible experience with Zephyr. Our fridge, which is still under warranty, has been out of order for four months, and I am extremely disappointed with the customer service provided by **********************. About four months ago, a service technician determined that my fridge was not repairable, and Zephyr assured me they would send a new unit.It took an exhausting 2-3 months to receive the replacement unit, only to realize that the wrong unit had been sent (a wine cooler instead of a fridge). Zephyr acknowledged their mistake and promised to promptly send the correct fridge. However, it has been over a month since then, and I have not received any updates.I contacted them a month ago to report the issue, but unfortunately, nobody has returned my calls, and I have been unable to reach anyone. All I want is for my fridge to be replaced. This entire experience has been extremely frustrating and dissatisfying.My contact details are as follows: number - **********, email - ************** I also possess a service order number: SVO0103004.Please assist me. It would be greatly appreciated if Zephyr could take some steps to rectify this situation, such as offering an upgraded or additional unit. No customer deserves to be treated in such an unacceptable manner.Thank you.

  Business response

  02/29/2024

  New/correct unit was sent to the customer. 

  Customer response

  03/01/2024

   
  Complaint: 21317697
  
  I am rejecting this response because:

  Ive been trying to reach **** for two days.

  They didnt pickup the new units and I have invoices to reimburse.

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

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am not able to get qualified after sales support. I purchased and installed Zephyr Range Hood Model ZSI-E30BS just over 2 years ago (Sep 2021) and it has stopped working for the past 2 months (Sep 2023). I have had several calls with Zephyr technical support, with no luck. I was provided with parts (circuit board and buttons/control), however, even after installing the parts, the range hood is still not working. Zephyr customer service provided contact information for service technicians, however, none of the technicians that Zephyr recommended are able to service or willing to come out to fix. Im surprised that the range hood is out of order in just about 2 years of purchase/install and also that Zephyr has very little on-the ground post-sale technical support. Im also disappointed that there are no zephyr approved/recommended technicians that are willing to service the hood. Im not sure what other options I have at this point. Im requesting to escalate my issues with the range hood.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Zephyr Oven Hood from ******** (*********/**) and it was fitted in our new kitchen on March 10th 2023. On May 9th 2023 it totally broke down. We called Best Buy as we had only just had the hood, and they had repacked a faulty dishwasher bought at the same time, we'd hoped they would do the same this time, they didn't. They made us chase Zephyr. Which we did. It was a nightmare. Three times and engineer was sent to fix the hood and failed, a replacement circuit board didn't; work and we were told they couldn't fix and they would have to send a new hood. And WE would have to pay for it to be fitted!!! Even though we have already paid our builder to fit the hood - which broke, no fault of courses. Why would we be paying again?It is now June 26th and we are still waiting for an end to this nightmare. I have emailed ************ the *** of Zephyr and he has done nothing. Their customer support is endless an dNOW to make matters worse the wine cooler we bought at the same time has also broken and they say we have to start the entire process for reporting that anew. They don't apologies, offer compensation, want us to pay twice to fit a hood of their that broke after days and we feel completely bullied. We have receipts and a detailed list of dates and times of their engineer coming round.I have attached the list of appliances we bought from Best Buy wit the Hood and Wine rack listed.

  Business response

  07/10/2023

  After review this complaint we found there were several warranty order processes for this customer regarding their ********************** units. Zephyr had attempted to correct the issue on several occasions without the unit working completely. We have sent new units on a range hood and cooler to rectify the issue. We are working closely with the customer to make sure new units work properly once installed. 

  In regards to the complaint about a defect unit, here is the timeline of events leading up to and after the complaint:

  5/10/23 - Zephyr sent *********************** Tech to check power supply to unit. (Order #SVO0090944)
  5/10/23 - Invoiced on 5/31/23 SVO0090944 A nova did not reply to original ************** wound up going out to the customer home and found out that Excel Appliance had already been out to service.  
  5/18/23 - *********************** Called in requesting ************* and Switch Assembly to repair the issue. Control board was on back order. Zephyr shipped only the switch assembly. (Order # SVO0091436)
  5/25/23 - Customer called to check on the parts that were on backorder. Zephyr agent informed the customer that the parts should be delivered that day 5/25/23.
  6/12/23 - Excel Appliance was out and replaced main control board and switch assembly. After replacing the parts, the unit is still did not not power on.
  6/27/23 - Zephyr Management spoke with the customer and created an order to replace the hood as well as their Brisas Wine unit that was brought to our attention that is also having a mechanical issue. (Order # SVO0093505)

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Zephyr Stainless Steel range hood (Model ****M90CS) ** May 2020 from a store. Since it is stainless steel it was not supposed to rust or at least the rust was supposed to come off when cleaning it. In less than 3 years, the hood is all rusted with rust not coming off. Contacted the store and were advised to call the company directly. On 4/21/23 called customer support and spoke to ***** - Customer Support Specialist, who asked to provide a photo of the damage and the serial number. On 4/24/23, I have emailed ***** two photographs showing the hood damage and the serial number. Same day, received a response from ***** basically explaining the physics of how stainless steel works and how to clean it properly. The problem is that all other appliances by other manufacturers were ************** the same way, properly with the stainless steel cleaning solutions. All appliances are fine with no rust at all, but the range hood is the only equipment that rusted. I replied back to ***** thanking him on the cleaning advise and voiced my concern about Zephyr not standing behind the products they manufacture and sell. ***** copied the management and advised that the management will look into the issue and will handle it. As there was nothing from the management for a few days, on 4/26/23, I have followed up with ***** to see if the complaint was being handled. He apologized for the delay and advised that management is looking into it. Today is 4/29/23 and I have yet to hear back from anyone at Zephyr about this issue.

  Business response

  05/09/2023

  Spoke to **************************, received proof pf purchase which was 3 years ago...however, the manufacturers warranty on this unit is a 1 Year Labor Warranty and a 3 Year Parts Warranty.  ****'s determination based on the length of time and the photo of the issue was provided, would be most certainly an issue with Maintenance/cleaning the product appropriate with the amount of use.  The photo provided of the Rust is due to a larger issue of the grease build up over a period of time.  The photo shows a large amount of grease that has been baked on to the unit. My recommendation would be, with the next range hood make sure that the mounting height is within the acceptable range provided by the manufacture and also that the *** is appropriate and will accommodate the type of Range that it is being mounted above, as well as regular cleaning of the unit.  Any grease or residue that is not cleaned off the surface of the unit could potentially lead to the same result.
  
  We will be sending her several replacement parts to address the challenge areas as a courtesy. Parts was processed on 5/4/2023 and should arrive customer the following week. We also communicated that if they have any questions to feel free and reach out to ******************* who is our Technical Support Manager.

*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. ↩