ComplaintsforMedify Air, LLC

• Initial Complaint

  05/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Hepa machine which I only use a part of the year, because I am a maritime captain on the Great Lakes. I contacted the company telling them I didnt want automatic deliveries of filters and such. Just got back from ********* where I was working for a month, and found a Hepa filter on my front porch completely soaked. This company must not understand what No Deliveries means. Thanks, Captain *****************

  

  Business response

  05/07/2024

  Hello,
  
  We appreciate raising the concern. We received this case and made the necessary investigation. There was a 2-minute and 35-second call from April 17th when the customer contacted us. However, his purpose was solely to cancel his subscription. An order was already generated on April 15th, which was delivered the day after his call. It seems likely that the automated order status notification prompted this call, although was not mentioned.
  
  The representative who handled the call successfully canceled the subscription, ensuring that no future orders will be generated.
  
  Regarding the damaged filters the customer received, we note that they called again yesterday. During this call, they were informed that their subscription had been canceled and the order in question had already been processed prior to the cancelation of their subscription. Nonetheless, we acknowledge the inconvenience caused by the damaged parcels delivered by the courier, **** The agent assisting the customer advised the return and refund process, and we are currently awaiting further communication from the customer to process their refund.
  
  Thank you,

  Medifyair Support

  

  Business response

  05/17/2024

  Hello, 

  For you information, Medifyair has successfully refunded the order and have closed this with the customer.

  Thank you.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June and July 2023, I bought 3 MA-14 Air purifiers. Last month, I attempted to change the filters, which I purchased from Amazon. Although the company "recommends" changing filters sooner, I had not done so earlier as I did not use the MA-14s often. When I tried to change the filters on the MA-14s, I found that none of the machines opened to allow the old filters to be replaced. . I called Medify Air, and followed their instructions, to no avail, including an instruction to knock the machines on their sides against the floor. I then, at the companys request, sent videos to show my effort. I was assured that no worries I could establish a warranty claim. I was specifically told (now, I see as a "set up" to find an excuse not to reimburse me) to send along receipts for any replacement filters from Amazon.The type of filter and when I first tried to replace it have nothing to do with the problem, which is the fact that the machines are DEFECTIVE. THEY DO NOT OPEN.Today, I received the following offensive reply that I will not be reimbursed for the DEFECTIVE machines:"We noticed in your order history, that you purchased your air purifiers in June and July of 2023 and this is going to be the first time that you will be replacing the filters of your air purifiers, which is after 8-9 months. Please be advised that the recommended filter change of the MA-14 air purifier is every 3-4 months or every ***** hours, whichever comes first. This is to keep your warranty active which is useful in case an issue will arise. We also noticed that the filters you purchased were all compatible filters and not genuine Medify Air filters.But no worries, we do have an option for you. To be able to reactivate your warranty, you may register to our ***********. This is to make sure that you will be using genuine Medify Air filters. Or you may take advantage of our on going promotion of 30% off on our MA14 and MA-18 units."

  

  Business response

  03/25/2024

  Hello, 

  Upon recognizing the persistence of the problem, we were glad to assist the customer in initiating a warranty replacement claim. However, it's crucial to note that the terms of our warranty agreement outline specific requirements, including proper registration of the unit and adherence to maintenance guidelines, such as timely filter replacements.
  
  Our records indicate that this is the first instance of the customer attempting to open the unit, which suggests that the plastic bags on the filters were never removed upon initial purchase in June and July of last year. This oversight and lack of reading the WARNINGS page of the Manual could contribute to maintenance guidelines.
  
  While we did not outright decline assistance, we must adhere to the terms outlined in our warranty agreement. As such, we regret that we cannot accommodate the request for a refund for units owned for nine months. However, we did extend support by providing troubleshooting assistance and even offering a discount on purchases as a gesture of goodwill.
  
  We remain committed to addressing the customer's concerns and providing solutions to ensure their satisfaction. Should the customer wish to explore alternative options or further discuss the matter, we are more than willing to engage in further dialogue to find a resolution.

  We regret to hear about the challenges experienced with our MA-14 Air purifiers. Our aim is always to ensure our customers receive the best support possible.
  
  In response to the complaint, we want to emphasize our commitment to customer satisfaction and support. From the moment the customer reported difficulties with the unit's cover, we made every effort to assist in resolving the issue. Despite our best attempts, the troubleshooting steps provided did not result in the desired outcome of removing the cover.
  
  Below are the details of our interactions with the customer:
  
  March 8 - the customer rang our lines to report that she's unable to remove their unit's cover. The agent she spoke with asked her to do clockwise and counter clock wise. Also asked her to gently tap or knock on the sides but still can't open them. Asked her to send us a video for review. Confirmed that she hasn't removed the plastic bag of the pre-installed filters. Additional steps were sent via email,
  
  1. Hold the unit under your arm to increase your leverage when rotating and opening the bottom lid.
  2. Please push the lid with your hand then rotate it clockwise, you can also try counter-clockwise and see if it will open.
  3. It is possibly stuck because you were unable to remove the plastic cover of the filter. If you can ask someone for assistance, especially someone with more strength. Please do.
  
  March 11 - the customer called in again to advise still of the same issue, the rep she spoke with advised to try on the other 2 units and send us a video as well as the receipts of their filter purchases (for possible warranty claim). No filters purchases found under shopify account.
  
  March 18 - customer called again saying troubleshooting steps still wont work and they still can't get the lids of all 3 units open, advised the customer to register their unit and to provide proof of filter purchases
  
  March 19 - Follow up on the warranty registration was sent to the customer and copy of filter purchases were requested (no filter purchases)
  
  March 21 - The customer just registered their units and confirmed that it's the first time they tried to open the lid and has never replaced their filters. They were supposed to replace the filters the first time with compatible ones purchased from Amazon.

  March 22 - The customer was advised that we are unable to honor the warranty, offered discount as alternative but the customer responded that they want to speak with the legal team. Filed BBB complaint to get a refund on their units.

   

  Thank you,

  MedifyAir

  

  Business response

  03/25/2024

  Sending screen shots in case you didn't receive the first time.

  Customer response

  03/25/2024

   
  Complaint: 21472371
  
  I am rejecting this response because:

  The response in no way explains or justifies this business's outrageous refusal to reimburse me for my purchase of three (3) defective air purifier machines and replacement filters.

  The machines are defective in that they do not open where required to replace the filters.

  The business is trying to say that they do not need to honor the warranty that they invited me to fill out, because the replacement filters were bought on Amazon and because I tried to replace the filters after the business's recommended time to do so. Those points are totally irrelevant. As I said, I had not tried to replace the filters sooner because I had rarely used the machines up to then and there was no need to replace filters.   The place that i bought the filters (and they ARE authentic Medify Air filters) is also not relevant because the problem is that the FILTER MACHINES DO NOT OPEN AND WOULD NOT ALLOW ANY FILTER TO BE REMOVED OR INSERTED.

  This company, I see, has been reported before for a similar refusal to honor a warranty. 

  This is very dishonest and unacceptable.  They are selling defective equipment and then evading reimbursing the customer! 

  When I called the customer service agent, she seemed familiar with this problem (machines that do not open to allow filter replacement) and suggested banging the machine on the floor! (That did not work.)    I was told, "No worries, send us the receipts for the replacement filters that you got, Were they on Amazon? Please send those."  I see now that the company was already planning to reject my claim once they had the Amazon receipt.  Again, the type of filter replacement (and it WAS an authentic one) has nothing to do with the problem that i encountered. The problem was/is with the Medify Air machines.  They do not open!!! 

  
  Sincerely,
  
  *********************************

  

  Business response

  03/25/2024

  Hello,

  We understand the customer's disappointment regarding the denied refund request for the units. While we are unable to fulfill this request, we can offer to have the units sent to our warehouse to be opened and then returned to her.

  Our customer support team will reach out to the customer with a prepaid return label for herconvenience.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased MA-18 air purifier. Advertised lifetime warranty. Company refused to honor warranty to replace defective unit because they said purchase of genuine OEM filters were purchase on ***** not from them directly. Seller was recognized by **** and had 100% positive feedback and sold only genuine Medify Air filters. They refused to honor the warranty for a bogus reason

  

  Business response

  06/07/2023

  Hi,
  
  We appreciate you reaching out to us with your concerns regarding the warranty for your MA-18 air purifier. We understand your frustration and would like to provide further clarification on the matter.
  
  Upon reviewing your case history, we acknowledge that you purchased the MA-18 unit on February 7, 2022. When you contacted our customer support team on March 3, 2023, regarding a rattling noise issue, we provided troubleshooting steps, which unfortunately did not resolve the problem. At that point, we informed you about the warranty process and requirements, including warranty registration and unit maintenance.
  
  As per our warranty agreement, after 30 days of purchase, our obligation and liability under the Lifetime Warranty are contingent upon the use of our genuine filters, which should be purchased directly from our website or authorized resellers listed on our website. We emphasize this requirement to ensure the quality and effectiveness of our products, as well as the safety of our consumers.
  
  Upon further investigation, we found no record of filter purchases associated with your account, other than the unit purchase itself. Consequently, we declined your warranty claim based on the fact that the filters you purchased from an unauthorized **** seller, BUCK2172, do not meet the criteria outlined in our warranty agreement.
  
  While we recognize that the **** seller you mentioned had 100% positive feedback and sold only genuine Medify Air filters, we must prioritize the protection of our consumers and our business. We exercise caution in selecting authorized sellers to ensure the integrity and safety of our products. Air purifiers, including their filters, play a crucial role in safeguarding against harmful pathogens, and the use of compromised or counterfeit filters could compromise their effectiveness.
  
  We sincerely apologize for any inconvenience this may have caused you, and we hope you understand our position. If you have any further questions or concerns, please don't hesitate to reach out to us directly, and we'll be happy to assist you.
  
  Thank you for your understanding.
  
  Sincerely
  Medify Air Escalations Team

  Customer response

  06/07/2023

   
  Complaint: 20153443
  
  I am rejecting this response because:
  

  You can see from the receipt the picture of the actual item I purchased and that it was an original Medify brand filter.
  
  
  I would add that nowhere in your warranty language does it specify purchasing filters from an authorized vendor, nor does it give names of authorized vendors.
  
  
  
  I have five Medify purifiers and obviously like your products. I would think replacing a defective one would be in your companys best interest and in honoring your warranty.I am in need of purchasing another for an extra room, but am looking at other brands.
  
  Sincerely,
  
  ***************

  

  Business response

  06/08/2023

  Hi ****,

  Thank you for reaching out to us regarding your recent complaint. We sincerely apologize for any inconvenience caused and understand that our proposed resolution may not have met your expectations. We appreciate your prompt response and would like to address your concerns.
  
  On the same warranty agreement you are looking at, you would also see the clause, "After 30 days, Medify Airs obligation and liability under this Lifetime Warranty is dependent on your use of our genuine filters, purchased on our website or from our authorized resellers, which can be found on our website."
  
  We genuinely value your continued support as a loyal customer, and we understand your disappointment in not receiving a replacement for your MA-18 unit. We may not be able to approve your warranty claim, however, we would like to explore alternative solutions to assist you. Should you decide, we kindly request that you provide us with the details of your other accounts and units via email. Once we receive this information, we will do our best to find a suitable resolution for you.
  
  We appreciate your understanding and patience in this matter. We value your satisfaction and want to ensure that we can address your concerns to the best of our ability. Please feel free to reach out to us via email, and we will be more than happy to assist you further.
  
  Thank you for giving us the opportunity to serve you.

  Sincerely,

  Medify Air Escalations Support Team

  Customer response

  06/08/2023

   
  Complaint: 20153443
  
  I am rejecting this response because:
  

  Your process with warranty claims is to frustrate the consumer with more and more requests for things that are not relevant to the claim, sucj as asking for receipts of purchase for units I have purchased other than the one in question.

   

  I will not purchase any additional Medify products, will advise my friends and colleagues to do the same, and will leave negative reviews whenever the opportunities arise. Obviously, the replacing a unit that costs you a fraction of what I paid is more important than honoring your customers or your warranty.

  I will not respond to further communications with you.
  Sincerely,
  
  ***************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 2 medify filter units and the dust comes out the front of both units, where the clean air is supposed to be...I have sent over 10 E mails to this company and 3 phone calls, they wanted pictures at first, then videos of the dirty units, then they said I have to take a picture and video of both units together for proof! I guess they don't believe me! This company gives you the run around and does not honor their warrantee, once you purchase something from them you are stuck with it!!!I am sure they will answer this complaint like all the others with a nonsense and useless answer...

  

  Business response

  03/20/2023

  Hi,
  
  I hope this message finds you well. We have received the complaint regarding the customer's ***** units, and we are here to assist in any way possible. We are sorry to hear that the process has been frustrating, and I apologize for any inconvenience it may have caused. Please know that we take customer satisfaction very seriously, and we are committed to making things right.

  On March 14, we received the customer's inquiry about his units emitting dust from the air outlet. He's been using his units for almost 3 months and raised concern that both of his MA-25 are faulty. As part of the warranty process, we had to conduct some checks which includes asking for documentation such as proof of purchase, in this case Amazon's invoice, as well as photos and videos of the unit/s. This will help us identify root of the problem and provide troubleshooting steps when applicable, or replace units or filters if needed. We acknowledge that there is an opportunity in our representative's responses which could have minimized the back and forth of the conversation. We appreciate the feedback and have provided proper coaching to improve our service.

  On March 15, we had one of our supervisors reach out to the customer for better assistance and advised that after reviewing the photos sent, dust buildup is normal and are much visible, specially on black units. Air purifiers are designed to capture airborne particles, but once the particles stick to the surface, the units are unable to take them in. Wiping the surfaces of the units regularly is recommended as part of the maintenance. We also wanted to take into account if the customer got a bad filter and asked for a photo showing the filter's condition. We sent a follow up email on March 16, but have not received a reply.
  
  Again we sincerely apologize if the process became a tedious task but rest assured we are more than happy to help and ask for understanding on the steps we had to do to make sure we provide the best resolution. He may reply to our email or give us a ring and we promise to address his concern.
  
  Sincerely,

  Medifyair **************** Escalations Team

  Customer response

  03/20/2023

   
  Complaint: 19600086
  
  I am rejecting this response because: After researching your company further I have found Many people complaining about your so called warrantees service!  You make people jump through hoops day and night with your foolish request for more and more documentation and photographs and movies!!!

   

  You DO NOT stand by your product!!!!!!!!!!!!!
  
  Sincerely,
  
  *****************************

  

  Business response

  03/22/2023

  Hi,

  We appreciate the feedback and apologize for the inconvenience we've caused. We'd be happy to assist with the warranty replacement of the units. One of our supervisors has reached out again and ask that you respond to us so we could move forward with the process. Attached is the copy of the thread should you have missed our emails.

  Sincerely,

  Medify air **************** Escalations Team

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an air filter on line and there was not enough description nor model on the filter. So I based on the photo that they have. I received them and opened the box. There were 2 filters that I ordered. So I have to open 1 and open the plastic cover. But the filter doesnt fit !! I emailed them and they asked for photos if returnable. They said it cannot be returned coz the plastic was opened and they cannot resell them ! I paid $60.84 !!

  

  Business response

  02/03/2023

  Hi,

  We appreciate you reaching out. We reviewed this case and found that the customer purchased our ********************** filters from our website, **********************************************************************************************;We understand that the customer just based the purchase on the product photo but, unfortunately, we had to decline their return request as they purchased our filters, made specific to our MA-18 unit, to be tested on an air purifier of a different brand. The products in our website, specially the filters, are made exclusively for our brand and model-specific.

  For the protection of our customers since our products are being used to filter harmful pathogens, we are unable to accept returns of compromised or open filters. Medify Air accepts returns for change of mind as long as it is in it's original condition, which was not in this case since the filters were unsealed. ********************************************************

  We also checked in our conversation history if the customer reached out to inquire if our product can be used with the different brand but found none.

  Customer contact history below:

  Order Date: January 29, 2023

  Delivery Date: February 1, 2023

  Customer Chat/Email: February 2, 2023 - The customer requested for product return claiming they got the wrong size of filters. It was identified that the filters were purchased for a different brand, was advised of the return policy and was asked to provide photos of the items for evaluation. Since the filters were unsealed, the return request was declined.

  Customer Call:  February 2, 2023 - The customer called about the same concern, was advised about the return policy and was informed we had to decline the return request.

  Sincerely,

  Medifyair Escalations Team

   

   

• Initial Complaint

  01/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had a subscription for filters, but Medify Air didn't have the filters and charged me anyway. Medify Air had no notices on their website and never contacted me about not having the filters. After several emails to Medify Air no one ever confirmed if any refund had been issued. I was still charged and will now report the fraud if necessary.

  

  Business response

  01/16/2023

  Hi,
  
  Good day! We appreciate you reaching out about your order. Let me assist you with the concern. I can confirm that we received your order of MA-25R-1 last January 10th. However, our MA-25 single packs are currently on pre-order status so our shipping times are taking longer than usual.
  
  This is to confirm that we were able to cancel the order #****** when we received the cancelation request. We also processed a refund of $49.03 to the original mode of payment and it should reflect in your account in **** business days, depending on when the customer's bank will post the transaction. Attached updated receipt for your reference.
  
  Let us know if you have any questions.
  
  Thank you.

  Medifyair Customer Support Team

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the the ma 112 uv model on may 27th from Amazon. I never got my husband to hook it up so I recently gave it too my daughter. She informed me that it was broken in the box and had no filters. It's way beyond Amazon return days so they try the warranty. They don't honor the warranty on gifts with out receipt. It's Amazon the don't exactly send receipts the only order number we have is 1za9w9409000302975 but that's and the *** codes arent enough. They just want to be able to say lifetime warranty and not honor it.

  

  Business response

  10/25/2022

  Hi,

  This complaint is related to Complaint ID: ********. We received this complaint and was able to review the conversation the customer had with our support team. With the additional information, I tried to look up the customer's order using the tracking number provided but didn't find the order from our direct sales channels. They may send us a copy of the invoice at ******************************* for further assistance. If the unit was purchased from Amazon, the customer can look up the order number from their Amazon account and print the invoice.

  Print an Invoice
  >Go to Your Orders.
  > Select Invoice underneath the order number.
  > Select Print this page for your records on the top of the order summary.
  > Select your browser's print button. (Save as PDF)

  -------------------------

  Below are the details of the interaction with the recipient of the unit.
  
  On October 24th, we received an email about the customer's defective ******** unit he received as a gift from his mother-in-law. The unit's fan does not work and the filters are missing. He's asking for replacement blower and if the unit comes with filters. The customer was advised that all our brand new units come with filters and if it was defective, we can process a warranty replacement. We just needed to validate that it was bought from our sales channels or authorized resellers. The customer claims that the unit was purchased from ******* last May and was unable to provide a proof of purchase/receipt.
  
  Medifyair offers a lifetime warranty on our units provided that it is registered within 30 days of purchase and the unit is properly maintained. Unfortunately, same as any other purchases, we would need the proof of purchase in order to process a replacement. We do sell replacement filters but not parts of the unit. All our units come sealed and with filters in them; parts are also covered by our warranty. For safety reasons, we do not resell opened or refurbished units and require that a purchase come from an Authorized sales channel or reseller before we can honor our Lifetime-Warranty.
  
  Our support representative was able to advise the customer of the warranty conditions, advised the customer to check with ******* if it was possible to retrieve a copy of the receipt and even offered 10% discount should they decide order a new unit.
  

  Attached is a copy of the email thread and our warranty agreement for your reference.
  

  Sincerely,
  
  Medifyair Escalations Support Team

  Customer response

  10/26/2022

   
  Complaint: 18307234
  
  I am rejecting this response because: your company is just a fraud. Youre a dropping shipping company ripping people off with cheap products offering a good warranty then s******* over your customers. You should be ashamed of yourself. There's a hot spot in h*** for con artist like you!
  
  Sincerely,
  
  *******************

  

  Business response

  10/26/2022

  Hi,

  We sincerely apologize for the inconvenience. All we ask is a copy of the invoice, which should be available on the customer's order page. We tried our best to look up the order on our end using the details provided by the customer. To protect our customers and our company, we must comply with our warranty requirement. We understand that our products are at times given as gifts but unfortunately, they could be illegally sold in other platforms. All our brand new units come with sealed genuine Medifyair filters and double boxed, which the customer said it didn't, thus the need for us to check where the unit was purchased.

  Our products are used against harmful pathogens and it is imperative that we don't promote purchases from unauthorized sellers that *** sell used and compromised units.

  As much as we want to further assist the customer, we are limited to what we can access. Unfortunately, we don't have a view on a reseller's database and would still need the customer's help in retrieving receipts/invoices.

  Sincerely,

  Medifyair Customer Support Team

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the ma112uv Cleaner from my mother-in-law. The unit came broken and with no filter. When I tried to register the lifetime warranty they advertise they don't let you when it's a gift. I contacted ******* at customer support. Claimed the same thing that when it's a gift they don't honor the lifetime warranty. I all so ask if they could buy replacement parts. Said the same thing they can't even sell replacement parts for gifts. The unit was $700 that's alot for my family to be out for a defective product but then to not offer replacement parts for it is ridiculous. I always thought the *** was good enough to prove that it's your product just an excuse to not honor the warranty. If you offer lifetime warranty on parts why does that void if it was a gift? I would like the warranty honored or replacement parts for the missing filters and broken blower.

  

  Business response

  10/24/2022

  Hi,
  
  We received this complaint and was able to review the conversation the customer had with our support team.
  
  On October 24th, we received an email about the customer's defective ******** unit he received as a gift from his mother-in-law. The unit's fan does not work and the filters are missing. He's asking for replacement blower and if the unit comes with filters. The customer was advised that all our brand new units come with filters and if it was defective, we can process a warranty replacement. We just needed to validate that it was bought from our sales channels or authorized resellers. The customer claims that the unit was purchased from ******* last May and was unable to provide a proof of purchase/receipt.
  
  Medifyair offers a lifetime warranty on our units provided that it is registered within 30 days of purchase and the unit is properly maintained. Unfortunately, same as any other purchases, we would need the proof of purchase in order to process a replacement. We do sell replacement filters but not parts of the unit. All our units come sealed and with filters in them; parts are also covered by our warranty. For safety reasons, we do not resell opened or refurbished units and require that a purchase come from an Authorized sales channel or reseller before we can honor our Lifetime-Warranty.
  
  Our support representative was able to advise the customer of the warranty conditions, advised the customer to check with ******* if it was possible to retrieve a copy of the receipt and even offered 10% discount should they decide order a new unit.
  Attached is a copy of the email thread and our warranty agreement for your reference.
  
  Feel free to reach out if you have any questions.
  
  Sincerely,
  Medifyair Escalations Support Team
  

  Customer response

  10/24/2022

   
  Complaint: 18303771
  
  I am rejecting this response because: a gift isn't purchased from anyone so there is no order for purchased. Your just being crooks taking money for your junk product.
  
  Sincerely,
  
  *************************

  

  Business response

  10/25/2022

  Hi,

  
  We sincerely apologize for the inconvenience. However, to protect our customers and our company, we must comply with our warranty requirement. We understand that our products are at times given as gifts but unfortunately, they could be illegally sold in other platforms. All our brand new units come with sealed genuine Medifyair filters and double boxed, which the customer said it didn't, thus the need for us to check where the unit was purchased.

  Our products are used against harmful pathogens and it is imperative that we don't promote purchases from unauthorized sellers that *** sell used and compromised units.

  In cases where units are given as gifts, we are more than happy to assist customers in registering their product by looking up the original order using the shipping tracking number. If products were sold from our Authorized sellers which we do not have access to, we kindly ask our customers to have the sender reach out to us instead to help with the registration.

  
  Sincerely,
  Medifyair Escalations Support Team

  Customer response

  10/25/2022

   
  Complaint: 18303771
  
  I am rejecting this response because: here she said it's one of these order numbers 

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  Sincerely,
  
  *************************

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/16/2021, I purchased an air purifier with wall-mounted Model MA-35, (Amazon order #***-5796066-4875440) because Covid-19 I installed and started to use in Mid-November 2021. I used the machine about 3 hours a day in total of less than **** hours. On July 24,2022, (after 9 months of use) when I turned it on, some noise came out from the unit then I found that motor fan came off from the shaft. This was pure poor workmanship / factory defective issue. I contacted Medify Air for a replacement / repair based on their "Lifetime Warranty" advertisement over the pass 4 weeks already.However, they denied my claim as they said that I did not change the filter every 3-4 months. Anyone who has a logical mind knows that the conditions of filter in air purifier are never caused a motor fan to loosen and dropped down from the shaft. This is a common sense; this is the science.I hope BBB could get involved to help solve this dispute. Thank you

  

  Business response

  09/27/2022

  Hi,

  
  Good day. We received the concern about the Lifetime Warranty claim and we apologize for the inconvenience. Trust that this is not the experience we wanted you to have. Unfortunately, since the conditions of our warranty involving the proper maintenance of the unit was not met, our customer support had to decline the claim. We recommend replacing the filters regularly to avoid clogging and putting pressure on the motor and cause damage.
  We'd like to make this right by you and would like to assist you further. We'd be taking it from here. Upon review, since you mentioned you only used the unit for less than **** hours, we are going to make an exception in your case and would assist you with the replacement. Please expect an email from our level 2 support team to provide you with the next step on the process.

  
  Sincerely,
  Randz
  Medifyair Escalations Team

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