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:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Hello,I recently purchased your humidor and called to order additional pegs.I was given a quote which was completely fine but then told that to ship via US Mail would be over $250. The representative agreed this was very unusual and must be a mistake.I called back and was told it could be lowered $100 which is still unreasonable and leads me to believe you are conducting very unethical business practices.This is completely absurd for a package the size of a small sandwich bag and weighing a few pounds.I asked to speak to a senior member of your staff and was declined.I would like to purchase the pegs at the price quoted and shipped at the standard reasonable US Postal rate.If this remains I will need to file a complaint with the Better Business Bureau as this is such an obvious case.I look forward to hearing from you.

  Business Response

  Date: 04/15/2025

  Good Day, 
  
  Thank you for reaching out to Newair. We sincerely apologize for any inconvenience you experienced regarding the shipping charges associated with your order. At Newair, we are committed to ensuring customer satisfaction and take all concerns seriously.
  
  Please note that our shipping services are facilitated through third-party carriers. As such, we are required to adhere to their pricing structures, which may vary depending on the delivery location, package weight, dimensions, and other logistical factors. These rates are systematically calculated and are not determined solely by Newair.
  That said, our **************** team continuously strives to advocate on behalf of our customers and, when possible, to identify cost-saving opportunities. We are pleased to inform you that, with approval from our senior management, we are able to offer you a reduced flat-rate shipping cost of $40 for this order.
  
  We hope this resolution is acceptable and would appreciate your confirmation so we can proceed with fulfilling your order and closing the case accordingly.
  Thank you for your understanding, and we look forward to your response.
  
  Kind regards,
  Customer Care. 

  Customer Answer

  Date: 04/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
   
  

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is the 3rd wine cooler in 7 years with the same result quit cooling in both zones these cost over 700 dollars each called and they sent me a compressor switch that did not solve the problem next they wanted me to purchase two cooling sensors from them I refused to give them another dime there customer service is terrible and there product is nice to look at but dosent last poorly made

  Business Response

  Date: 02/07/2025

  Dear BBB Representative,
  Thank you for reaching out and allowing us the opportunity to address Mr. ****** ****** concerns regarding his NewAir AWR-460DB 46 Bottle Dual Zone Built-In Compressor Wine Cooler. We sincerely apologize for any inconvenience this situation may have caused and appreciate his patience as we worked toward a resolution.
  After thoroughly reviewing the case, we recognize the challenges he experienced with the unit's temperature. To ensure a satisfactory resolution, NewAir has approved a full refund of $721.29, which reflects the original purchase price under Sales Order SO94752842359.
  The total refund amount of $721.29 will be processed via cheque refund through our ********************** We will provide further updates once the process is finalized and would appreciate Mr. ******* best billing address for us to proceed.
  We truly value Mr. ****** business and regret any frustration this may have caused. If there is anything further we can assist with, please do not hesitate to reach out.

  Customer Answer

  Date: 02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** Stand
  
   
  

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  OnSeptember 18, 2024, I ordered a new NewAir 6.7 Cu. **. Chest Freezer. I borrow a truck and recruited assistance in picking it up from ***** (********************************) on 10.2.2024. This products Model No is NFT070MB00.This NewAir 6.7 Cu. **. Chest Freezer stopped working on or before January 7th, when I noticed an ERR message and the temperature had increased. Please note that the average deep freezer, according to Mr. ********* (************************************************************************) is 16 years. The NewAir deep freezer I purchased died after less than four months. This product came with a one year manufacturer warranty promising repair or replacement. I notified the New Air manufacturer about this on January 9th, 2025. They stated that I'd need to pay a substantial additional cost ($150-$160) to engage the warranty. When I asked to speak with a manager or supervision, they stop communicating with me. Some of costs and losses Ive incurred from this freezer prematurity dying and your lack of a response include:$449.99 + $34.87 (tax) = $484.86 for freezer (Order #******************)$45.15 two NewAir freezer baskets (Sales Order #SO94752935749625082)$500+ frozen food loss TOTAL more than $1000

  Business Response

  Date: 02/06/2025

  Dear BBB Representative,
  We appreciate the opportunity to address Mr. **** *******' concerns regarding their NewAir 6.7 Cu. **. Chest Freezer (Model No: NFT070MB00). We sincerely apologize for any inconvenience experienced.
  Upon reviewing the case, we acknowledge that the customer reported an ERR error code and a malfunctioning unit within the manufacturers one-year warranty period. We regret any miscommunication that may have occurred regarding warranty coverage and the resolution process.
  To fully resolve this matter, NewAir is approving a full refund for the customer, which includes two separate refunds:
  $484.86 for the freezer purchase price, including tax (Order #******************) via a Cheque by our Accounting Team since this was a 3rd party purchase. 
  $45.15 for the two freezer baskets (Sales Order #SO94752935749625082) back to the card on file since this was a direct order from Newair.
  The total refund amount of $530.01 will be processed accordingly. 
  We apologize for any frustration or inconvenience this situation has caused and appreciate the customers patience as we work to resolve their concerns.
  Please let us know if any further action is required to close this case.

  Customer Answer

  Date: 02/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This company made and distributes small appliances. I purchased an air fryer though one of their retailers. The airfryer was later recalled. The offered either a refund if I had the receipt or a store credit. I submitted a claim with them on December 7, 2024 and followed all of their instructions. One of their instructions required me to destroy the airfryer by cutting the cord off of it and show detailed photos of that. I submitted the documentation and they told me the claim is processed and just allow ***** days for my refund. Over a month has passed since then and they refuse to make good on that promise. They won't even offer a store credit. The last thing that they offered me , yesterday, was a 40% off discount code on their website which is unacceptable. They don't even sell airfryers anymore. They harmed me by promising a refund and requiring me to destroy my airfryer and then offering me nothing in return.

  Business Response

  Date: 01/23/2025

  Thank you for bringing this to our attention. We conducted a voluntary recall of the air fryer in question, offering store credit as compensation since we do not accept product returns.
  The customer submitted a claim on December 7, 2024, including the required documentation (photos showing the air fryer with the cord cut). Following our process, the customer was initially issued a $70 store credit.
  After expressing dissatisfaction and requesting a $90 cash refund, we clarified that the recall program provides store credit only. Upon reviewing the receipt, we noted the original purchase price was $72.86 and, as a goodwill gesture, increased the store credit to $100.
  Our records indicate that the $100 store credit was successfully used by the customer, with a purchase reflecting order number NA72043.
  We believe this matter has been resolved, but if the customer remains dissatisfied, they are welcome to contact us directly at *************], and we will gladly address any further concerns.
  We sincerely apologize for any inconvenience caused and remain committed to improving our processes and ensuring customer satisfaction.
  

  Customer Answer

  Date: 01/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My wife has purchased a NewAir Beverage Refrigerator Cooler on Amazon which was delivered on ********* for my birthday on **********. The Refrigerator was ****** before tax. A few weeks ago I noticed that the refrigerators compressor shook quite loudly after a cooling cycle. This continued and I reached out to the company. They went back and forth with me then requesting a video of the sound which took quite some time for me to catch the refrigerator ending a cooling cycle and getting it on video. Once I got that and sent the information over they said that since it was past 30 days I would have to pay tax and shipping on any replacements. That turns out to be $94.95 they want me to pay and cut the cord on the current device before they send me a new one. The issue I have with all of this is that this unit that we just spent over $250 on is going to cost me almost that to get a new one shipped then paying for the disposal of the current refrigerator because it has a compressor my waste management company will not take it. So I need to pay essentially the same amount just to have a faulty product handled correctly by the company. If they don't wish to do the right thing and provide a proper replacement then I would like to be refunded so I can buy a refrigerator that isn't faulty like their product.

  Business Response

  Date: 12/03/2024

  
  Hi There,
  
  Thank you for reaching out to Newair. We sincerely apologize for the inconvenience you have experienced. After reviewing your case, we are pleased to inform you that we will be proceeding with a replacement unit at no additional cost.
  
  Your Replacement Order Number is [SO94752935749637319], and your Return Authorization Number is [RMA77995].
  
  Please be advised that a Return Label has been sent to your email address. Should you require any further assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 12/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:09/01/2024

  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 ordered 2 floor fans from Newair in June 2024 and both fans arrived damaged due to Newair not placing north fans in a shipping box and when ***** delivered them and left them at my door both fans were crushed and non operational. I was told my ************************* that 2 fans would be replaced as long as I sent pictures back showing the damages and I did and after six weeks of waiting I than called ****** back and now was told that there was no more fans in stock and I would be issued a credit back to my credit card immediately however after me sending several emails showing Newair that only ONE CREDIT was made back to my card I have been given the run around and Im disabled and need to get floor fans before the summer season ends as I live in ******* where I use fans year round. I also reached out to the CEO and no one will return my call. Very frustrating

  Business Response

  Date: 09/03/2024

  Hi There, 

  Thanks for reaching out to Newair. I am sorry to hear this the issue you are experiencing with your refund. Please be informed that we were experiencing issues with the processing of your refund; however, I can confirm that the matter has been resolved and the refund has been processed back to your card. You should expect the refund amount to be reflected within the next 3-5 business days. We sincerely apologize for any inconvenience this may have caused.

  Best Regards. 

  Customer Care

• Initial Complaint

  Date:07/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Frigidaire (NewAir) Model # EC100WF evaporative cooler from ********** online, ordered July 9, 2024. (SEE ATTACHED RECEIPT) I posted a review stating that the remote control was impossible to open and insert a battery. I noted that other previous reviewers had written of difficulty opening the remote. (SEE ATTACHED SCREENSHOT OF REVIEW) One reviewer broke fingernails. Note that I used fingernails, two screwdrivers, a paper clip, and pliers. And read both the paper manual and the online user manual. (SEE ATTACHED REVIEW)I got a reply, as other reviewers did, from an "Alai" at NewAir with what sounded like an offer of customer service, and a phone number to call. (SEE ATTACHED REVIEW WITH REPLY) I called the number twice on Friday July 19. (SEE ATTACHED CALL LOG) It was impossible to get any agent at all to answer the phone, let alone find one named "Alai". Instead of being on Infini-Hold, I used two different menu items to (1) request a call back to the number I used to make the call, and (2) I called back and left a voicemail with my phone number repeated three times. Not only is "Alai" an imaginary agent, no agent and no one ever called me back. At all. Ever. I do not want to return and exchange a working cooler for a replacement with another likely cheaply-built, lousy remote control. I also do not want to purchase from a company with such inferior customer service that it has imaginary agents, that understaffs its call lines so much that a customer can not reach ANY agent, doesn't hire any agents in this country to give Americans jobs, and doesn't even bother to call customers back.

  Business Response

  Date: 07/22/2024

  Hi There, 

  Thanks for reaching out to Newair. We're sorry for any inconvenience you may have experienced. We're happy to let you know that we have successfully created the replacement remote order for you. Your order number is SO94752935749607588, and we will also conducted a quality check on the order. You will receive a tracking number once the order is shipped.

  Best Regards,

  Customer Care

  Customer Answer

  Date: 07/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I will watch for a tracking number. Thank you.
  
  Regards,
  
  *************
  
   
  

• Initial Complaint

  Date:07/13/2024

  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.

  We have purchased 3 ice makers from newair at almost 600 dollars a peice the first 1 broke in less then a year we ordered another one and contacted them about the first one they told us that we needed to take a video they would email us a link and we need to send that to them never got a link we called and called and nobody would answer our questions then the 2nd ice maker started acting up within a month after receiving it then stopped working same run around 3 rd ice maker have had it for 2 months stopped working 1500 dollars and cant get help

  Business Response

  Date: 07/16/2024

  Hi There, 

  We appreciate you reaching out to us for assistance. We regret to learn about your recent experience with our product. Could you please send a copy of your receipt to *********************************** Once we receive it, we will review the information and help you with a replacement unit. We apologize for any inconvenience this may have caused. We hope to hear from you soon.

  Best Regards, 

  Customer care

• Initial Complaint

  Date:06/25/2024

  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.

  Our son owned a Newair ice maker, so we decided to go with his advice and purchased one on 2/9/24 for $323.00. ( His has quit working also since our purchase), The ice maker produced ice for the first 3 months, Newair advertised...The Newair countertop crushed ice maker has you covered. It is a home essential for anyone who wants reliable, perfectly formed nugget ice. After three months, it quit producing ice, We contacted Newair via email My newair ice maker has quit working. Powers on, but will not make ice. I have run thru clean program twice, emptied / refilled tank. Still will not make ice. June 12th, we contacted Newair again, they told us to unplug icemaker for 24 hours, then run the cleaning process two times, we did that and it produced ice once and then stopped making ice. After reading the reviews many customers are dissatisfied and are left with a product that is useless.

  Business Response

  Date: 06/25/2024

  Hi there ,
  

  We're delighted to assist you here at Newair! We're sorry to hear about the issue you're facing, but we're here to help make things right. Upon reviewing our previous communication, we see that you confirmed the unit was working on June 14th after following the troubleshooting steps. We understand it's not working again, so we can happily arrange for a replacement unit. Please inform us if you'd like to move forward with this option. Unfortunately, we're unable to provide a refund since this was a third-party purchase. Refunds are only applicable for direct purchases made on our website, Newair.com.
  
  Best Regards, 

  Customer Care

• Initial Complaint

  Date:06/14/2024

  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.

  To NewAir Corporation **************************************** ***************************, Director of Quality and Compliance From: Ajay Punjabi ***** *************************** ***** ************ Dear **************************,I have several NewAir beverage fridges in my properties, and as a contractor I have installed over 100 of these units in numerous customers homes as per my recommendations.I do so because I used to obtain excellent customer service when issues arose.In my personal house, I recently installed a NewAir beverage fridge (6 months ago). It is leaking from the bottom of the fridge, the floors have just been renovated and are engineered hardwood. Luckily, I caught the leak in front of the fridge before any damage occurred. I have tried to contact NewAir customer service to speak to a manager, as the manager who helped me in the past (*********************) is no longer with the company. I am disappointed to let you know that the level of service I received from the latest correspondences have left such a negative impression that I am writing this letter to you. The new manger has consistently avoided my request for calls, avoided my emails, and send me responses that are clearly an attempt to create hurdles for customers who are buying their products. I simply asked for phone calls back over 6 times (making 8 different phone calls and leaving voicemails). Apparently, even a phone call back is met with technical difficulties as in her own words.I have no interest in corresponding with this team in *************** any further, and would like direct communication with you going forward to resolve this issue. Please give me a call back within 5 days of this letter directly so we can resolve the issue with my new fridge please.Ajay Punjabi ************

  Business Response

  Date: 06/17/2024

  Hi there, 

  Thank you for reaching out to us, I am sorry for any inconvenience cause. We have contacted your via phone and came to a resolution of providing a replacement unit. Your replacement order is SO94752935749592443, ***** tracking is 275939595193. Kindly provide the cut cord images as soon as possible this way we can close the interaction in our system. It was a pleasure assisting you. 

  Best Regards, 

  Customer Care