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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been corresponding with *************************** from AirDoctor regarding their warranty. They sent me a defective unit to replace my first one, and now refuse to honor the warranty saying they will only issue a refund. I want a replacement unit, not my money back.Business response
04/02/2024
We received the complaint *************************************** filed with your office. According to our records, we made attempts to resolve the issue with his unit, but unfortunately that did not work out. Our customer service tech team reached out to ******************** again and he requested a refund. We sent ******************** a refund check for the full amount on April 1, 2024.Customer response
04/02/2024
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
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased (via Affirm) an AirDoctor **** Air Purifier directly from AirDoctor. When the unit arrived, I could not set it up and needed to return it. I reached out to AirDoctor and they processed an RMA but told me I had to pay for return shipping. The person I was dealing with via email "***********************" told me to review their "Return Policy" and I did and no where did it state that I was responsible for return shipping. The only shipping I was responsible for was the initial shipping to me which was $29.95 (not refundable). ************ refused to provide a return label and I need the BBB to intervene. It would cost me over $100 to return this product due to the size.Their own BREATHE EASY GUARANTEE which I received with the unit clearly states I will receive a full refund less shipping & processing. But I already paid it when I purchased the unit, therefore they must provide a return label.Business response
07/17/2023
We thank you for forwarding *************************************** complaint to our office. According to our records, we previously issued a full refund back to his Affirm method of payment on 6/16/23 and also sent him a ***** return label for the Air Doctor.Customer response
07/28/2023
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.Further more, this company needs to learn how to abide by its OWN policies. I won't make the same mistake by recommending them to others.
Sincerely,
*******************************Initial Complaint
04/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a ************* model on March ***** My reference # is: XXXXXXXXXXXXXXXXXX. My credit card was charged over **** and I have yet to receive any tracking number over 2 weeks later.... this is against their practice which was stated in my initial order please see below. I have called Supervisor ***** twice with no resolution she has not called me back or emailed me when she said she would. I am turning to *** for help! "Standard shipping time is 7-10 business days.We promise, the peace of mind from having your AirDoctor on-call....For any items on backorder, you will not be charged for those items until your item is ready to ship. If you have multiple items in your order, you *** receive multiple shipments. You will receive separate tracking numbers and email notifications for each shipment."Business response
07/07/2022
Business Response /* (1000, 6, 2022/04/29) */ Thank you for forwarding this to me. I did reach out to ***** directly as I was surprised to receive this complaint. She did confirm that she has received everything and had tried to pull her complaint as her issue had been resolved. ***** has reached out to you again to close this complaint as resolved. We also refunded her in full due to the inconvenience she was caused. ***** has my information and knows she is welcome to reach out to me directly if she needs anything. Thank you-**** Consumer Response /* (2000, 7, 2022/04/28) */ This company has corrected the situation I would like to remove this complaint please.Initial Complaint
02/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I order an AirDoctor 3000 on the company website a couple weeks ago. They have sent me the incorrect unit 3 times now. I ordered the unit with the Air Quality Monitor and they keep sending me the medical unit. Their excuse it that they are having problems with the new warehouse. The last agent said he even called the warehouse to make sure they sent me the correct unit. Seems like this is a scam to get people to purchase the better unit but are shipping the medical unit which doesn't have all of the features. Since I have family members who have the unit that I want I know what it should look like. I believe a lot of people probably have received the wrong unit but are not aware of this "mistake".Business response
03/08/2022
Business Response /* (1000, 5, 2022/03/03) */ Thank you for letting us know about your experience. I am so sorry that you have received the incorrect units. On our end, we do show that we are requesting the correct unit to be shipped. I have emailed ************ directly regarding the last replacement order that we shipped to find out if that one was correct or not. We will actively work with ************ until the issue has been resolved. Thank you- Business Response /* (-10, 6, 2022/03/04) */ I emailed ************ directly and did received an email back from her. She did confirm that the last unit that she received was the correct model number. We will be emailing her a ***** return label to send back the one unit she has that was the incorrect model. Thank you- Consumer Response /* (2000, 8, 2022/03/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive the correct unit. The company was very professional in dealing with the confusion. I would definitely use them again. It is also a great product as well.Initial Complaint
02/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
*********** I ordered replacement filters for my many AirDoctors (***** and *****). The cost was well over ******* I received the filters for the ***** but never heard a thing about the **** filters. The company continues to push the date back and blames things being backordered. There is no effort to expedite the order and continues to take new orders. They believe that refunding shipping and a 10% refund on the ***** total cost for filters (about $35) is acceptable. I want my filters and I want them held accountable. I have requested to speak to upper management as the customer service reps are not at fault and no one calls me back.Business response
02/22/2022
Business Response /* (1000, 5, 2022/02/15) */ Thank you for sharing your experience with us. We are certainly sorry for any frustrations that we have caused and we are sorry that you never received your AD 3000 set of filters. We do show that the reship order shipped on 2/10/2022 and has been assigned the following FedEx Smartpost tracking number: XXXXXXXXXXXXXXXXXXXX. They currently show that the order is scheduled for delivery on Wednesday ***** We will be sure to have someone from our team follow up with you as you requested a call back. Thank you- Consumer Response /* (2000, 7, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
11/14/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an AirDoctor XXXX X/2019 directly from airdoctorpro.com. Retail **** + shipping. It turned off & won't turn back on. Defective. I contacted customer service. The timer isn't used. New filters installed a month ago. Unplugging & plugging back in doesn't help. Customer service of was no help trouble shooting, resolving or repairing the electrical defect. I was offered a discount for a refurbished unit. They can't or won't repair mine, but offer refurbished air filters for sale? Quite an expensive air filter to last two years.. Thank you for your help.Business response
12/03/2021
Business Response /* (1000, 5, 2021/11/19) */ Thank you for sharing your experience **. *****. I am sorry that your unit is no longer working. It wasn't mentioned, but did you try another outlet to make sure there wasn't an issue with the outlet you were using? This is the first time I have heard of a unit just stopping. The unit with free filter was purchased in July 2019 for $377.97. We do not offer repair services. It comes with a one year warranty which is why you were offered a discounted rate for a refurbished unit-meaning completely cleaned, checked over and new set of filters. I will reach out to **. ***** directly to see if we can get a resolution. Thank you- Consumer Response /* (2000, 8, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.