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:03/29/2023

  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.

  Purchased a vacuum under Order #*********. It wasn't advertised as coming without basic attachments that rendered it inoperable. Once I received the product, I realized this and tried to order the attachment toolkit separately which is on backorder and not available. Since this item needed to operate is not available, I requested a refund on the vacuum. I was told that I would get an RMA # and info to process a return. After waiting 3 weeks with no meaningful response, I finally received an email telling me that the item is non returnable and money non refundable. This feels like a scam and I would like a resolution.

  Business Response

  Date: 03/31/2023

  ********************* placed an order on our website, without speaking with one of our team members.  The website states what is included with the vacuum, and the tool kit with additional items is not included.  When the vacuum showed up, the customer was indeed frustrated it did not come with a tool kit.  We showed him the tool kit, which does happen to be on a backorder with the manufacturer of the tool kit. 

  Our website very clearly lays out the return process, and details that vacuums are a non-returnable item.  This is not the doing of our organization, but the manufacturer will not take back a vacuum that they have built for a client.  Because of this, we clearly state the information on our website that they cannot be returned. 

  I completely understand the customer's frustration, and we are more than happy to work with him to get him a tool kit, even at a discounted price for the trouble, but we are unable to accept a return on a vacuum as our website states. 

  Feel free to contact me on my direct line at ************ to order the tool kit at a discounted price, for your troubles.

• Initial Complaint

  Date:10/19/2022

  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.

  I called enviro safety products for more information on a powered air purifying respirator for welding. Since it is over **** dollars I wanted to make sure I was purchasing the right item. They assured me it was a battery powered portable welding system, so I ordered it. My order number is ********** I unpacked it and it turns out what they sent is NOT a portable system or battery powered. It is a system I absolutely cannot use. So I boxed it back up and paid ** dollars to send it back to them for a refund. They told me this was fine. Now they are saying they are going to send it back to me since the Plastic wrap is no longer on it even though it has never been used and this is obvious. They won't refund me. I can't use this product and was misled and I want my money back.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */ Contact Name and Title: ****** **** Contact Phone: XXX-XXX-XXXX Contact Email: ********************** This is the correct time line, and information. ******* called into our team, and she was provided with the correct item # over the phone and over email. 3 weeks later, she placed the order with 3M, not on our website. However, she placed it with a completely different part # than what we provided her with. ******* called us asking to return the item, but there was 2 problems. 1. She had already had the product in hand for over 30 days, and 2. the product was opened, and not in its original packaging (both the box and the plastic wrap to seal for contamination). Either one of those voids the ability to return the product to *** Even still, we have worked hard to try and get the return approved for her, but was told by our multiple contacts at ** that a return is not approved. We are offering to send the product back to the ******** so she can either use it, or try and sell it as a used / opened unit on a 3rd party website.

• Initial Complaint

  Date:07/25/2022

  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.

  25 July 2022 On July 1, 2021, I purchased a medical device from Enviro Safety Products and an additional battery (the heavier battery would be for infrequent use) as I planned to use the main unit with lightweight battery for most outings. The issue started when I used the Power Air-Purifying Respirator (PAPR) for the first time. I felt ill and my scalp and face started to burn. I removed the device. A few days later, I tried the PAPR for the second time. This time, I left the device on for several minutes and the reaction was much more pronounced as I experienced the exact same symptoms: burning face and scalp along with feeling ill. The adverse reaction was significant enough that I sought a medical opinion from my physician. He instructed me to not use the unit again as the third trial would produce even more significant symptoms. I then tried to facilitate a return with Enviro Safety Products. They responded and said that since the unit had been tried on it was no longer returnable. I replied that I would not know if there was going to be an adverse reaction unless I tried the unit on and I had no intention of returning the unit had I not experienced a profound adverse reaction. Since Enviro Safety Products refused the return, I filed a dispute with my credit card company. Citibank instructed me to return the item to the merchant. The item was returned at my expense ($50) and I forwarded the UPS return receipt to Citibank. Citibank has tried working with the merchant over the last year, but the merchant continues to refuse the refund. I would call Citibank every few weeks or months for an update and they would tell me to allow more time for a resolution. A follow-up call to Citibank today resulted in the suggestion that I file a complaint with the BBB as the merchant was unwilling to work with them. The merchant has both my money and the device I returned. I would like a refund of **********

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/26) */ Contact Name and Title: ****** ****, Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********************** Our website has our return policy that clearly reads the products may not be returned once they have been opened, and used. After speaking with *********, and hearing her story, we spoke directly with our 3M representative to see if there was anything they could do to help her out. Unfortunately, even 3M would not budge off of their position. We have worked a number of different angles to approve this return for *********, but we are unable to accept the return back. Citibank has not requested a chargeback with us, likely because the return was requested, and fell outside of our return requirements. So, Citibank has not continued to work to file a chargeback, due to not meeting the return requirement. Consumer Response /* (3000, 13, 2022/09/21) */ I spoke with Citibank today, and they said the merchant's response stating Citi did not advocate for a refund for over a year was a complete fabrication (they used stronger language). Since documents can only be accessed online back to February of 2022, I have requested all documents and communication from Citibank pertaining to this dispute to be resent. Please reopen this dispute as the merchant has both my money and the merchandise. I will follow-up to upload proof of communication as soon as I have the requested documentation from Citibank. Business Response /* (4000, 15, 2022/09/21) */ Enviro Safety has a return policy that is stated on our website. *********'s return request was denied because the product was opened and used. We told ********* she could speak with 3M's warranty department directly, if she would prefer, after our claims were rejected. We are sorry for the inconvenience, but the return was rejected by Enviro Safety and 3M because it fell outside of the return policy. There is no claim for a refund, nor do I show a chargeback request from Citibank, which would also have been denied because it falls outside of our return policy. *********'s situation is awful. I feel terrible that her doctor claims her reaction was from 3M's product, but that does not change the fact that Enviro Safety and 3M both rejected her return because it fell outside of the return policies. Consumer Response /* (4200, 17, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The merchant continues to deny that any negotiation took place between them and Citibank (proof has been submitted and more proof is forthcoming). Citi worked diligently for a year in trying to persuade the merchant to issue a credit. Please spell out the merchant's return policy and address the recourse when customers have an adverse reaction to a product. Lastly, Enviro Safety Products have both my money *and* returned item. Please specifically address how it is fair that you have both my money and product.