ComplaintsforZephyr

• 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.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Zephyr Range Hood from ********** On April 14, 2022. Installed July 25, 2022. Can only turn unit off by switching the breaker. Now it turns on by itself. Placed a service call with Zephyr on August 23, 2022. Received a control board from Zephyr on November4, 2022. After numerous calls, they have advised that their service contractor wants to much money to service this unit. ***, the ********** Store Manager has also tried to intervene on my behalf. ****************** Order No. *******

  Business response

  12/10/2022

  Our service manager is contacting additional service tech resources to address the customer's challenge. He will be following up during this coming week to provide an update as well as contacting the customer.  Thank you for your patience.

   

  Kind Regards,

   

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zephyr through its ************* Representative ***** and his supervisors had agreed to cover a $250.00 warranty repair cost. I have been attempting to get reimbursed per their agreement to do so for 3 months now. I have not been provided the name and number of a supervisor to discuss my reimbursement despite numerous request.The lack of communication, bold face lies and poor customer service is amazing.I will never buy this companies products and I intend to make sure my contacts in the construction industry are made aware of Zephyrs lack of integrity and customer service.

  Business response

  09/22/2022

  Zephyr owes ****************** a huge apology for the delay on getting the $250 reimbursement as agreed by our service technician. Zephyr's payables department is expediting his check and Zephyr will internally monitor the mail to ensure it arrives to *******************  Zephyr strives to maintain the highest possible customer service, unfortunately this was not the case for *******************  We have recognized the gaps created and have enhanced our procedures to prevent such things from happening in the future.  

  Kind Regards,

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

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Zepher was chosen for my Client, ***************************, in *************. I visited the Zephyer showroom in ************* looking for a hood/ventilation solution that was specifically made in *******. (Client's criteria for purhase.)We loved the product and it is well suited to the project. We were very excited to learn that the product was not only made in ******* but right there in the ***********. The product was approved and ordered directly by the Client. with a December lead time.Now we are in December and Zephyr had informed the Client that the product is on a container ship from ***** and not a *** made product at all. The Zephyr company had lied and miss-represented it's product. The cost to the project is that we now have to begin over in finding a product solution.The resolution being sought here is two-fold: The Client's order needs to be canceled with a full refund. I'd like some notification/communication about the high level of miss-representation so that others seeking *** made product are not taken down this path.

  Business response

  01/26/2022

  Zephyr hood/ventilation products has never been manufactured in *****************. All team members within our organization knows this and would not inform any customers differently.  I really cant answer how made in *** and in ************ would come up, the customer can certainly cancel the order for a full refund.

   

  On behalf of Zephyr Ventilation, I apologize for any mis-understanding and  I hope this addresses the key issues, let me know if additional clarification or information is required.  Thank you.

   

  Customer response

  01/27/2022

  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,
  
  *************************

*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. ↩