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SoleusAir

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SoleusAir's headquarters and its corporate-owned locations. To view all corporate locations, see

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SoleusAir has 2 locations, listed below.

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    • SoleusAir

      9639 TELSTAR AVE EL MONTE EL Monte, CA 91731

    • SoleusAir

      355 S LEMON AVE STE N WALNUT Walnut, CA 91789

    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a unit for $749 2 years ago and the unit stopped working completely. We would like help troubleshooting the problem.

      Business Response

      Date: 01/29/2025

      This unit is out of warranty. Please direct contact customer service to solve his problem: ether ship back to fix or purchase a refurbished unit get discount price .

      Thanks

    • Initial Complaint

      Date:02/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought the Soleus Air heater a couple months ago but it suddenly stopped working. I thought the heater would be better quality and last longer. Im extremely disappointed because it was helpful while it barely lasted.

      Business Response

      Date: 02/15/2024

      Hello, 

      On 5/13, 5/14 and 5/16 called and left messages including email for customer to call so we could get more info on this heater. I called again on 5/15 an spoke to customer requesting model number and brief info on the issue with the heater. Customer says she has no model number and not sure where it was purhcased. She was not able to troublehoot the unit due to she threw it away. I let customer know we would not be able to assist her with no information. Customer appoligized and stated she would contact BBB on this complaint.

       

    • Initial Complaint

      Date:07/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Compressor not working No cool air.

      Business Response

      Date: 08/01/2023

      We have emailed customer to get more info on the type of unit he has. We are requesting for the model number of his unit?

    • Initial Complaint

      Date:07/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought an **** btu 115-volt hybrid window unit in late April 2022 for $569.99 which came to $623.85 with tax. The unit had a one year manufacturers warranty. In mid July 2023 I took out the filters to clean them as usual. While I had the filters out and was dusting off the outside of the unit I accidentally turned it on. I turned it off again, put the filters back, and when I turned it on I got an error code. I did as the manual and customer service instructed, and turned it off and unplugged it for 15 minutes so it would reset. According to both individuals I talked to through customer service, if the unit does not reset it is a defective unit. Within the one year window they will replace it. They do not service the units or advise you to have them serviced. These machines are designed to be disposable. Both individuals told me outright that my unit is defective and has a defective sensor, but theres nothing they can do and no one further to speak with. This company admits they sell defective units for over $500. I have never had an air conditioner break within the first 5 years of owning it. Now I notice that this unit I purchased is no longer for sale at ********** where I bought it, or wayfair where I originally saw it. This company has no consumer accountability. They were obviously aware of the problem when I spoke to them on the phone.

      Business Response

      Date: 07/24/2023

       To Whom this may concern:

      We have sent message to *********************** requesting fo proof of purchase and shipping info to create a profile. Are warranty is 1 year from the date of purhcase and customer is out of the warranty. We will make arrangements for the unit to be replaced when we receive the info needed. Also we would like to make you are that Customer made a comment that the reps told her the units are disposable and we are selling defective units. These are untrue statements. 

    • Initial Complaint

      Date:06/28/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 have a Soleus Air Window Air Conditioner and when I called the company for technical support because their unit is not working, they told me I needed to contact ************ you cannot get in contact with that company as the phone number is disconnected and wont return emails. SoleusAir should back anything that has their name on it. SoleusAir would not even take any of my information and attempt to help me because they said the other company made this particular model. How is the consumer to know that?

    • Initial Complaint

      Date:06/23/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Air Conditioner purchased at ******************** 05/25/19. It came with a five year warranty. Purchase price ******. Compressor broke and now I want my unit fixed or replaced as stated by the companys ******. This company is a scam. I think by looking at all of the reports and complaints there should be a class action suit filed against this place. the people barely speak English and they talk so fast you have no idea what they are saying then they try to get your credit card number and all your personal information. The number they give you in **************** is ************ the company is Soleusa Air. The company doesn't exist and the number above will get you transferred to *****. Someone needs to stop this

    • Initial Complaint

      Date:05/16/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 Soleus air portable dehumidifier DSJ35-01from Fingerhut it was shipped out on April 6. 2022.? On April 23, 2023. The dehumidifier stopped working.? I contacted Soleus Air and I spoke to ***** in customer service. I was told that I had a ******** warranty I sent her an e-mail with my invoice from the dehumidifier. I have called and I have not received a phone call in return. I would like information on the warranty on my dehumidifier. I am convinced it is still under warranty.

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Unit no longer collects water. Still under warranty but all phone numbers and websites out of service. Purchased at Menards but they act like they've never heard of *******. Lame

    • Initial Complaint

      Date:04/30/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 HMT-D70E-ASoleusAir dehumidifier in 2019 from Menards, and recently received an E2 error code on it. When I tried to contact the support number on the sticker of the product, I was routed to a scam call center who wanted my information to send me gift cards. They knew nothing of the product nor were they interested in helping me, THIS WAS THE NUMBER ON THE PRODUCT. The company may have sold off their support for the product and 800 line was picked up by a scam out of *****. STAY AWAY FROM ALL SOLEUSAIR PRODUCTS!I would obviously like my model repaired/serviced or replaced, but I've given up on tracking down how to do this with working with the manufacturer.

    • Initial Complaint

      Date:02/14/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the number printed in the back of my book that came with my Soleusair portable dehumidifier as was trying to get service help. The number is not for the business. Is a scam. Every time someone answers they say a different company name, people barely speak English and talk very fast intentionally to make it more difficult to understand them. They attempt to collect as much personal information on you as possible including all phone numbers, address, emails, full legal name, and credit information and then say they are going to charge you for the call. Scary stuff. I only hope that they didnt get enough out of me to steal my identity. The number that is print in the book that came with unit is **************. My unit is still under warranty, so should be able to contact company with questions and get help. Be careful everyone. Appears there is no recourse here for them as in some ************** country.

    SoleusAir is NOT a BBB Accredited Business.

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