Business ProfileforIQAir North America, Inc.

This complaint is regarding a CleanZone SL unit delivered with external damage. We have been attempting to resolve this issue with IQAir for 4 months.Initially contacted IQAir on 1/24/24 regarding this issue. Told by IQ Air that they would pick up the damaged unit and replace it. Per ******* C, we had to put it on a pallet to be picked up, and a new unit would arrive via ****** 1/29/24-Confirmed IQAir would exchange the unit. Old Dominion would pick it up for transport. Another unit was in stock to be shipped immediately. 2/20/24-Spoke with ********************** about unit. Sent her photos of the damage (CRM:063202432). 2/21/24-********* informed me that the warehouse had received our photos. We could disassemble the damaged pieces, secure them on a pallet to be returned to them, and reassemble new pieces. No longer offering to exchange the unit.3/28/24-Told ********* that we did not want to disassemble/reassemble the damaged unit and wanted to exchange it for a new one. I was informed that I been given the wrong information in January and the unit could not be exchanged. She was escalating our issue to her supervisor *****, to see if somehow the unit could be exchanged, or we could be compensated for the damage. Followed up several times for updates. 4/4/24-she told me I should reach out to ***** directly for updates. 4/8/24-I left ***** a voicemail to please call me back and she never did.4/9/24-Emailed **************** 4/16/24-****** informed us that the technical support team was assigning our repair to a technician would come to us to repair the unit. Technician would contact us with their availability. 4/29/24-No update. 5/9/24- we informed ****** that we would be escalating this issue. 5/20/24-Still no update.This issue is unacceptable and needs to be rectified. Requesting replacement of the damaged panels of the existing unit and/or a sufficient refund or credit.