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:02/23/2025

  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.

  On 12/2/24 paid $1,036 for Triad Aer Purifier. Put product into use in mid-December, followed all instructions but have yet to experience any improvement in air quality and also the device has driven up our electric bill. Vendor (*******************) has no option for returning the product on their site, so I have submitted messages and emails to them inquiring about return for an ineffective product with no response to date. Would like to return the product as it does not perform as advertised and also uses an excessive amount of electricity.

  Business Response

  Date: 02/24/2025

  Customer purchased air purifier back in December of 2024. Customer has only first made such a claim on 2/23/25, which was a Sunday, and the office is closed on weekends. Please see attached emails from customer dated 2/23/25. Also attached is our return policy. Once the item is received and used, all sales are final. We will take care of any defects within the first year as the machine has a 1-year manufacturing warranty.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22978879
  
  I am rejecting this response because:

  I had intended to pursue a return/refund within the 30 days, but found that the seller's website addressed only misdelivery and damaged goods with no satisfaction guarantee.  As time went on, while I was still hoping for some noticeable improvement in air quality, I noticed a ***** in our electric bill after one full month of use, and I am now getting notices from my electric company of "unusual electricity usage" (far in excess of our kwh/day usage over the 10+ years we have lived in the home).  It was a huge investment for us to spend $1,036 on this air purifier, but we felt it would be worth it if we sneezed less, breathed better, slept better and had a fresher smelling home.  None of those things has happened, and we are now spending more from our fixed income (both of us are retired and on SS) to cover our electric bill.  A company that sells a $1,000+ product with claims in their advertising of phenomenal results should be willing to back their product with a satisfaction guarantee.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 02/24/2025

  If customer can provide proof that she emailed, as she states, within the first 30 days, we will make an exception to all sales final policy. However, if an exception is made, customer will be responsible for shipping the item back to us and there will be a 20% restocking fee. 

  Customer Answer

  Date: 02/25/2025

  Three contact points within 30 days after purchase: first was with regard to bogus pricing discount (email sent directly to ****************************** this was before I had a chance to fully evaluate performance of the unit and before I knew about the ***** in electricity usage; next was a review posted to airwaterhealing's ******** page, and then a trustpilot review which I believe the seller is alerted to and has a chance to respond.  Seller did not respond to any of these.

  Customer Answer

  Date: 02/25/2025

  Date Sent: 2/25/2025 1:33:54 PM
  Three contact points within 30 days after purchase: first was with regard to bogus pricing discount (email sent directly to ****************************** this was before I had a chance to fully evaluate performance of the unit and before I knew about the ***** in electricity usage; next was a review posted to airwaterhealing's ******** page, and then a trustpilot review which I believe the seller is alerted to and has a chance to respond.  Seller did not respond to any of these.

  Business Response

  Date: 02/25/2025

  Customer still has no provided correspondence that would corroborate her claim that she requested return within the first 30 days after purchase in which we would have merely considered a return only with a 20% restocking fee. To the contrary, she complained about the an email that was sent to existing customers to offer a discount to purchase more product from our company as an incentive. She is outside of her 30-day window. Return and cancellation policy is explicitly stated on the website. Company is taking no further action in this case. 

• Initial Complaint

  Date:05/02/2023

  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.

  Placed an order on 4/22/2023 for the Triad Aer purification system which came with 3 free gifts GO, ************ Everything arrived on 4/29/2023 and while waiting for my husband to come home to help with the purification system, I opened the Go and began charging and noticed a horrible smell while charging. I then opened the ** and plugged it into the wall in my sons bedroom and also noticed the same horrible smell. I turned it down to the least amount you could and shut the door hoping it would get better. After returning to the room hours later you could literally smell the odor it was giving off in the hall leading up to the room even with the door shut. Upon entering the room I became nauseous and light headed. I unplugged the unit and boxed it up to return and did the same with the GO. I contacted the company, left a msg along with an email asking how to return the unit and free gifts for a full refund. I did not even try plugging in the bigger unit after the horrible experience I had just had. I received an email stating "all sales are final". Stated it is stipulated on the bottom of every page of the website and checkout page (didn't see anything) and still can't find it on their website and my receipt (wouldn't print). I was also asked "What is the issue with the machine" and stated "99% of the time it's a settings issue and we can walk through those". So they know they have a problem. Now I ask you if the smell of the smaller units were on the least amount for settings and I became sick from those why would I want to take a chance on the larger unit which is much more powerful? I knew these were not for me (cancer survivor) and had I known they would not refund I would have NEVER ordered them. I payed over $1,100 and am now out my money and stuck with units I will never use. If this is the policy then why is it not stated on the show it's being promoted on? This seems very deceptive and unprofessional. Will contact my credit card and get them involved too.

  Business Response

  Date: 05/16/2023

  Customer returned her items. An exception was made to the ALL SALES FINAL policy and she was charged a restocking fee and the refund was applied minus the restocking fee. 

• Initial Complaint

  Date:11/07/2022

  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 bought 2 Shield Aers for ****** about 3 months ago. Today, 11/3/22, I cleaned one of the devices.I followed the cleaning instructions very carefully. When I was done, there was no air coming from the device. I spoke to ***** who said he runs company operations. Because no air was coming from the device he said I had to call a lady by the name of ******** who is in charge of manufacture's warranty, I called, but the number I was given is continually busy, I called ***** back. Again he was rude. He said she is the only one that runs that ***** is very busy and is very hard to get a hold of.So now I'm out 135 plus tax and the interest I paid Affirm buying these devices on time. I can't clean the 2nd one. I have to assume it will also break.I rely on this device to go to work. My daughter uses hers for work as well. I'm out the money and have no device. This company appears to be a scam. ***** made me so angry I called him everything under the sun before I hung up the second time. The way this device is designed is shoddy at best. It is far too delicate to clean. It is a good device until it accumulates particles. Then all one can do it toss it and buy a replacement. This device should be sold in packages of multiple units at around $10 each, because when they get dirty you can't clean them. All you can do is throw them away. ***************** promoted this company on his news show. He should have examined the company more closely.

  Business Response

  Date: 11/08/2022

  To Whom It May ***************************** called regarding her complaint of the personal air purifier not working properly. After ascertaining the issues, it was something that needed to be addressed by the manufacturer and she was given the phone number and contact person. Before I could tell **************, ********'s hours and IF the phone rang busy to allow some time to pass and try again due to the fact that she could be on the phone, again before I could tell ************** this, she hung up on me. ************** called me back within 2 minutes and stated that it was ringing busy, I told **************, before you decided to disconnect the call, I was going to instruct you regarding her hours and if in fact it was busy to allow some time to pass as she could be on the phone. ************** then without any formal acknowledgement disconnected the call again. She subsequently called again, and before she said anything to me, I informed her that if she hangs up on me again without the complete information, I will allow the call to go to voicemail. She asked if there was someone higher, she could speak to, I informed her I ran the day-to-day operations and she needed to call ******** for her warranty issue. She proceeded to call me multiple expletives and hung up on me again. If this customer is desiring the resolution, she stated to have the problem taken care of; I stand by my initial instructions to her, she needs to contact ******** at ************ to take care of the issue under warranty. On a side note, this issue was due to customers improper cleaning of the machine by using an excess amount of rubbing alcohol which damaged the machine and SHOULD NOT be covered under manufacturing warranty, but we were going to take care of it anyway. She was given the proper channels to go through to take care of this issue, but she did not want to be inconvenienced, which is a personal problem of hers not a reflection of our company or our policies. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18354915
  
  I am rejecting this response because:

  I tried several times through the day to reach ********* IMPOSSIBLE! Her phone is always busy. This is on purpose.
  If the scam artist who runs this company was sincerely interested in resolving complaints he would hire a team,
  set up phones so people can wait in Q and then resolve all issues.
  No customer should have to be on the phone all day to resolve an issue with the product not working.
  But the owner set it up this way because he knows these devices are too fragile to clean, that after cleaning them, they stop working.  

  SCAM!  My next complaints will be to the *** and RIP OFF REPORT.
  
  I'll repeat:
  Sell them as throw-aways, because that's what they are. Sell several in a package. 

  I want my m**** back for the two I bought, because after a couple of months they're useless.

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

  Business Response

  Date: 11/22/2022

  I reject her rejection. We are a small business and not a scam. ******** is one person and is busy. I gave the email for ******** as an alternative contact method as the consumer would not have to wait that long. Furthermore, our company policy is all sales are final. She purchased with that disclosure on the bottom of every page of the website and on her receipt. We offered remedy to exchange the units. We will still exchange the units, but she needs to go through the proper channels and stop being impatient and entitled. However, she will not get refunded as all sales are final and she agreed to this when making the purchase using a discount code that offered the products at less than retail. If she requires remedy she can exchange by calling or emailing ******** at ************ or ************************ for all tech and warranty issues. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18354915
  
  I am rejecting this response because:

  No one can ever reach ********* If the owner wanted to run a reputable business he would have a team and customers can wait in Q.
  He's full of it. Company is a scam, because he knows darn well the units are too fragile to clean. That's why he has NO REFUND in 
  fine print. He must sell them as throw-aways, since you can't clean them.

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

  Customer Answer

  Date: 12/11/2022

   I can't get into my acct. I forgot my password, but to change my password I have to know the old one.
  This owner is just stupid. I can't send you a copy of my receipt from the company.

  I cut and pasted a copy of my final payment to AFFIRM. 
  Congrats! Last payment received.
  Your loan is all squared away, ***********
  Thanks so much for paying us back on time! It's because of customers like you that we can offer honest loans with no hidden fees.
  By the way, did you know you can pay over time almost anywhere online? Just download the Affirm app for iPhone or Android to apply!
  
  Check your spending power and view deals in the app. Visit the app
  
  Oh, and here are some details about your last payment.
  Payment details
  Payment amount $133.43
  
  Payment date Nov 1, 2022
  
  Payment method MasterCard - *8110
  
  Merchant The TriadAer
  (You also saved $10.28 on interest by paying early... nice job!)
  For more information, check out the One-Time Payment Authorization.
  
  We hope to see you again!
  The Affirm team