ComplaintsforHunter Pure Air

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The chat I had with these people took 2 days for a simple conversation. I was contacting them for tech support because the air conditioner they "manufacture" stopped working whithin a year of purchase. They will not help me diagnose the problem, tell me where to find parts, or stand behind their product in any way. the final line of the conversation was:"I do apologize. However, that is as far as I can go. If you have any other questions, please don't hesitate to ask again. I hope you have a great evening!"They completly stopped responding after that through the chat feature or email.I even tried sending ******************************* (their **************** an email but have received no response after a week.Its ridiculous that even though they stated that they were "tech support" the only help I got was them telling me twice to unplug it and try another outlet.At minimum, I'd like to know whats wrong with the unit and where to get parts; but it would be great if they would stand behind their product.I'll also be contacting the *** to see if they want to investigate their posted reviews and whether they are hiding negative ones. Apparently thats a big no no and companies have had to pay out multi-million dollar penalties for doing so.

  Business response

  06/14/2023

  On May 30th ************** reached out to our customer service team via chat. His portable A/C unit was not working the display screen was reading error 00, meaning it is the power source and the unit is drawing too much power. One of the team members mentioned this. The team member suggested unplugging the unit and back in as that does sometimes reset the unit. The customer was interested in taking apart the unit to perform repairs themself, which our team advised would void the warranty.
  

  Our team provided the information necessary to start a warranty claim, however, the customer refused the warranty service. The customer stated they did not have their proof of purchase and did not plan to get it. 
  
  After this conversation, the customer reached back out requesting additional troubleshooting As this step had already been taken, we were unable to help him further with this request, other than to again offer warranty service. Then the customer stated they were having additional problems with the machine, which still would be covered by warranty. 
  
  In order to help resolve this issue, we would like to offer warranty service to the customer, in accordance with our policies. 

  Customer response

  06/19/2023

   I am rejecting this response because:

  Their response is very misleading and untrue, it seems designed to just look better to potential buyers that visit BBB to investigate businesses.  I will reference different parts of the chat session that started May 30th @9:23am and went till May 31st @ 12:29pm when it showed that they had viewed my question about buying parts, but stopped responding completely to the chat session.  I will attach the entire chat session dialogue for reference.

  1. In the reply to BBB when they said:
  "On May 30th ************** reached out to our customer service team via chat.  His portable A/C unit was not working the display screen was reading error 00, meaning it is the power source and the unit is drawing too much power.  One of the team members mentioned this.  The team member suggested unplugging the unit and back in as that does sometimes reset the unit.  The customer was interested in taking apart the unit to perform repairs themself, which our team advised would void the warranty."

  This is what was actually said in the chat session when I reached out for help:
  

  -- ******: Hello *******, 
  "Your outlet might not be strong enough for the *** The error code 00 could have something to do with the electricity. I recommended that you unplug it, wait ten minutes (or try a new outlet) and then try it again. I have also attached our warranty policy for you. If you have any other questions, please don't hesitate to reach out again. Have a great day!"
  

  So, when they say, one of the team members metioned "it is the power source and the unit is drawing too much power", it is a lie.They actually said the opposite when she said "Your outlet might not be strong enough for the AC".  Them saying "the unit is drawing too much power" was never said anywhere in the entire conversation and is a complete fabrication. Also, nothing was verified, she used the words could & might; I was never told that "00" actually meant it was the power source.  I had also told them it was on a dedicated 20 amp curcuit so the outlet "not being strong enough", or even "drawing too much power" would not be considered if their "tech support" knew what they were talking about.

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

  2. In the reply to BBB when they said:
  "Our team provided the information necessary to start a warranty claim, however, the customer refused the warranty service. The customer stated they did not have their proof of purchase and did not plan to get it."

  This is also a total fabrication. I never once refused the warranty service and never said I did not plan to get my receipt.  Since I paid cash (which was mentioned early in the conversation), Im not sure exactly how they think I would go about getting the receipt.  It's not a won't, it's a can't.
  In fact, these are the only things I said about not having the receipt, this is just one example of having to repeat myself multiple times during the chat.
  May 30th @ 1:26pm -I remember paying cash but can't find a receipt.
  May 30th @ 3:02pm -I'm pretty sure I don't have the receipt.
  May 31st @ 1:53pm I do not have a receipt.
  
  Even after telling them I cant find the receipt, they made it sound like I could just fill out the warranty form instead of having the receipt, which I was very much willing to do to use their warranty service. I NEVER ONCE refused the warranty service, that is yet another total fabrication. See this excerpt from the chat:
  
  --- ******: If its within a year we can do a warranty service for you. That unit has a one year warranty. Please fill out our warranty service form to start the return process. Once we receive this form, we will send instructions on how to return your product. We do need proof of purchase to process your request. Please either upload it when you submit the service form, send it via chat or email, or include a paper copy with your return. Thank you
  

  -- ME: Honestly, I don't remember if we got it @ *************************** *****, etc. I remember paying cash but can't find a receipt. Can you not just lookup the build date by the serial number or another number on here? Also, is the warranty only 1 year?Seems short for how expensive it was, do they normally break like this so soon?
  

  -- ******: We unfortunately don't have the capabilities to look up when you purchased the item or get a receipt that way. Without the receipt or a warranty form filled out we can't provide a replacement at this time. Let us know if you are able to locate your receipt and we can proceed.
  

  -- ME: That says receipt or warranty form filled out, do I just need to fill out the form instead?
  

  -- ******: You will need to fill our a warranty service form.
  

  -- ME: Ok, what do I put for proof of purchase date & receipt?
  

  -- ******: If you said you filled out the warranty form and provided the proof of purchase there you should be fine, I just don't see on my end that you filled one out with this email.
  

  -- ME: You said: "Without the receipt or a warranty form filled out we can't provide a replacement at this time."; with "OR" being the key word.         I said: "That says receipt or warranty form filled out, do I just need to fill out the form instead?"; with "OR" and "INSTEAD" being the key words/context clues.         You said: You will need to fill our a warranty service form.         I never said I filled out the form, are you not able to see the conversation above?         So... do I need the receipt OR the warranty form, or do I need the receipt AND the warranty form?
  

  -- ******: You need the receipt to fill out any of the forms, I'm sorry I misread what you said I thought you said you filled out the warranty when you bought the product.
  

  I never said that either, its just another example of them not paying attention, them not being clear, and their convient fabrication of B.S.

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

  3. In the reply to BBB when they said:
  After this conversation, the customer reached back out requesting additional troubleshooting As this step had already been taken, we were unable to help him further with this request,other than to again offer warranty service. Then the customer stated they were having additional problems with the machine, which still would be covered by warranty.

  This is extremely misleading.I sent an email to the tech support people and BCCd ***** & ********************* (the *** & President) outlining my frustrations and what I planned to do with them regarding reviews, the BBB, etc. I can supply this if needed for the case.  That email was also never replied to and have had no interactions with them other than through the BBB.  I also did not request additional troubleshooting anywhere in that email, the representative that wrote this reply to the BBB must be speaking about another case or is completely delusional.  I did ask where to buy parts at the end of the chat, but received no response, even though it showed they had viewed it. 
  

  Also, when they say we were unable to help him further with this request, other than to again offer warranty service.;I disagree; there is a lot they could have and can still do.Here is a few examples:
  1. Actually try to help me troubleshoot the problem to find a solution, they did say Yes, we are the tech support.. Personally, using the words might & could, & twice recommending that I unplug it and plug it back in, sound more like the advice of someone that has no idea what they are talking about; not tech support.
  

  2. Stand behind their product and fix, replace, or let me return it. These retail for $750 and should last longer than a year.  Ive kept it & the filter clean and did not move, bump, or jostle the thing since it was first plugged in. Ive done everything right and taken great care of it because I rely on it, it is obviously a manufacture defect.  It certainly could have done a better job cooling though, so maybe its had an issue from the beginning?
  

  3. Lookup the date code or serial number to verify how young this unit is, then fix, replace, or let me return this thing.
  

  4. Tell me where I can buy parts so I can attempt to fix it myself.
  

  5. Recommend somewhere I can take it for service and maybe cover the bill.
  
  I did mention that it has a possible refrigerant leak in the email I wrote, which they say would be covered by warranty in their response to BBB. But, I have said 3 times that I dont have my receipt, 4 now, so not sure why they keep mentioning the warranty.  In that single paragraph they say they stopped talking to me because all they could do was offer the warranty again, but had already done so; then they offer it up again.

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

  4. In the reply to BBB when they said:
  In order to help resolve this issue, we would like to offer warranty service to the customer, in accordance with our policies.
  

  Their policy is to have a receipt, not have any rust in or on the unit, and they claim taking it apart voids the warranty. Lets address these:
  

  1. Hopefully its pretty obvious by now that I dont have the receipt and cant find it. I told them this 3 times in the chat session.  I have basically turned my house upside-down looking for it and have come up with nothing. They know this and know its against their policy, so they will not honor the warranty. 
  

  2. Rust is an exclusion on the warranty form. I dont understand this one at all except that it was done intentionally. Air conditioners produce water as a byproduct of making cold air; they know this because they provide a drainage hose, and the unit has a mechanism to fling water inside the machine to help it to evaporate. They also make these out of metal that rusts, so how are you supposed to stop that from happening?  The rust I found inside the unit was on the metal around the copper coils, which is where the moisture is produced in an atmospheric response to cold.  They choose which materials to build these out of and must know they can rust, so putting that in the warranty as an exclusion, basically guarantees that people wont be able to use the warranty. Who knows, there may be a class-action lawsuit here; I may actually look into that idea because I feel so wronged by this company. I disclosed the rust finding in my email to them, so they know there is rust which is not covered under their warranty. So again they will not honor the warranty; so why do they mention it?
  

  3. They claim that taking the unit apart voids the warranty, which is written NOWHERE on page 18 of the manual or anywhere else in it for that matter, Ive looked.  They already know Ive taken it apart as stated in the email I sent them.  Again, they claim taking it apart voids the warranty, so why are they offering it?  Please see the tail end of the chat session for more examples of not listening, repeating themselves, me having to repeat myself, making false warranty claims, teasing me with being able to use the warranty (again), and where they have already proclaimed the warranty is void.
  

  --ME: Would this be quicker over the phone?
  

  --*****: Sir, we do not recommend you take the A/C apart, as that will void the warranty all together.Please fill out the Warranty form ****** has sent you. Once you fill out the form we will send you another email on how and where to return the unit. Once the unit is at our warehouse one of our testers will test the unit to make sure it is not working properly, and we will send you a new unit. It was a pleasure working with you today. Thank you for contacting us, if you have any other questions please feel free to reach out again!
  

  --ME: I do not have a receipt.
  

  --*****: Where did you purchase the unit from?
  

  --ME: This is the problem with taking so long to respond to chats. Reading the previous correspondence could also avoid these lengthy delays. Please go back to my conversation with ******,see yesterday @ 12:33pm above. Also, where in the warranty does it state that it can't be taken apart?
  

  --*****: Unfortunately, without proof of purchase, the warranty is void.
  

  --ME: Y'all have said that already. So again, let's start tech support;
  

  --*****: I do apologize.However, that is as far as I can go. If you have any other questions, please don't hesitate to ask again. I hope you have a great evening!
  

  --ME: At 10:07 you said you were tech support. Where do I buy parts?
  2:29 PM Viewed
  

  This is where they stopped responding
  

  It should also be mentioned that it would cost me $200 to ship this unit to them if I were even able to use the warranty service because they dont cover it, that is completely unacceptable and just another deterrent for people to not make a claim.
  

  This is not at all an honest company, which the reviews I continue to post online, detail thoroughly. They need to step up and handle this situation properly. I still have hopes for a good outcome here, but if not, I will continue my quest until there is a mutaly accepted resolution
  

  Your empty resolution, is rejected,***********.

  Business response

  06/23/2023

  We would like to clarify our position as there seems to be some confusion on a few points regarding this case. The customer's latest response to this case is not a full or accurate representation of the conversation when the customer contacted **********************.  We are working in good faith to resolve this issue for the customer. 
  
  The customer has requested parts in order to repair the unit themself. Unfortunately that is not something we can offer, and would also void the existing warranty. As the customer states that they did not refuse warranty service, please note we are happy to provide warranty service for the customer if their unit is covered by warranty and defective due to a manufacturing issue.
  
  In order to honor the warranty, we require a proof of purchase from the customer, and for the customer to return the defective unit to our repair center. If the customer does not have their proof of purchase, we recommend contacting the retailer to obtain a copy of the proof of purchase or receipt. This seems to have been a point of confusion for the customer, and we apologize for any confusion in this regard. 
  
  Please see attached warranty policy, which is printed in the user guide for this product. The manual is also available on our website. 
  
  The customer has requested that we "handle the situation properly" but based on the customer's last response to this case and the history of the conversation between our customer service team and the customer, we are unable to determine what the customer is requesting. We are offering to repair or replace the air conditioner under warranty, and are unable to fulfill the customer's request for parts. If we can help with anything additional or if there are any follow up questions, please let us know.
  
  Thank you

  Customer response

  06/27/2023

   I am rejecting this response:

  
  --------------------
  ***********: We would like to clarify our position as there seems to be some confusion on a few points regarding this case. The customer's latest response to this case is not a full or accurate representation of the conversation when the customer contacted **********************.  We are working in good faith to resolve this is*** for the customer.
  MY REPLY: My response is spot on, and I included the entire, unedited, conversation to BBB to review.  Feel free to do the same or review it in the document section to be sure youre not being more misleading than you have already been. Also, you say that you are working in good faith;being that we are in negotiations, I thank you for saying that.

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

  ***********: The customer has requested parts in order to repair the unit themself. Unfortunately that is not something we can offer, and would also void the existing warranty. As the customer states that they did not refuse warranty service, please note we are happy to provide warranty service for the customer if their unit is covered by warranty and defective due to a manufacturing is***.

  In order to honor the warranty, we require a proof of purchase from the customer, and for the customer to return the defective unit to our repair center. If the customer does not have their proof of purchase, we recommend contacting the retailer to obtain a copy of the proof of purchase or receipt. This seems to have been a point of confusion for the customer, and we apologize for any confusion in this regard.
  MY REPLY: As I have said before, I would like to know where to get the parts, I have not once asked you to provide them directly.  If you were unable to tell me where to get the parts, you could have told me who the real manufacture is with the real model number before you slapped your name on the unit and sold it as yours.  This may have helped me find what I was looking for.  Im pretty sure its a ******* 14DR1SFJS2, but youd have to clarify that.
  
  Also, why do you keep talking about the warranty when you have made it very clear that its not covered under your current policies?  I can go into a very detailed response as to how you have done this if needed in my next response to BBB.

  So, being that our conversations has made it so abundantly clear, and you admitted in your response to BBB on 6/15/23 to reading the email I sent to the *****; you know, without a doubt, that I cannot submit a warranty claim while adhering to your existing policies and said policies make it void.  You then did 2 things; you stated We are working in good faith to resolve this is*** for the customer.; and you continued to offer the warranty service knowing I do not meet your criteria and couldnt ACTUALLY use it.
  

  That being said, there are several ways to go about this. Most include remedies to me (and possibly others) for damages,attorney fees, and/or fines imposed, court orders, or other financial penalties.
  1. Since the warranty is very obviously void by your policies, considering all the information you have, you are not acting in good faith as stated and are, in fact, liable for acting in bad faith with unreasonable behavior.  This can easily be pur***d.
  2. The limited warranty being void brings forward the implied warranty (which gives me much longer rights in my state and is handled by the Attorney General); to which we can begin that path by my states laws as well as looking into deceptive trade practices; of which I can think of several off the top of my head.  Not to mention, with the time allowed from the breach of warranty (see line item 3) in my state, Im sure the manufacture date code will suffice for a receipt in court.
  3. By acting in bad faith in regards to our conversations, which included talks about your warranty, the warranty may be considered breached, in which case I would be afforded more rights and have higher standing in any suits or actions brought.
  4. Acting in bad faith can be considered a deceptive trade practice in many federal and state acts, regulations, statutes, & codes, which all carry separate penalties; civil or other. All of which are easy to report & pursuit.  If its the Attorney General that takes the case, all it costs me are my already paid taxes.
  5. You have stated that taking the unit apart will void the warranty, though this is stated nowhere in the warranty or owners manual. This is a misrepresentation of a written warranty and gives me the right to recover damages, including attorneys fees, in my state.
  6. Federal law states a manufacturer, cannot require you to or imply that you must, use specific parts and service to keep warranty coverage, unless it provides the parts and services for free, or gets a waiver from the *** to make that requirement.  Unless you had said waiver when the unit was manufactured & provide this service with no cost to the customer, the statement that Service under this warranty must be obtained by contacting *********** is in violation of the ************************* Warranty Acts Tie-In Sales provision. I have already suggested that you Recommend somewhere I can take it for service and maybe cover the bill., which you did not do.
  7. The ************************* Warranty Act also states that you cannot use Deceptive Warranty Terms i.e. listing or implying that rust may be a reason to void the warranty on a product that will obviously rust the way it was manufactured. Also, you claim that you will repair or replace, but you also claim to not have parts & the unit is out of stock on your website.  That means that if you cant actually repair or replace it, you are again acting in bad faith, just in a much more serious manner with intent that carries very real consequences. So, if I had a friend with the same product that was broken, and within all your terms, would you be able to fulfill their warranty? If so, how?
  8. We can begin to report to the *** the questionable reviews you have posted, more on that later.
  I can bring suit in small claims court. Since you are an LLC and do business in my state, the venue would be here.
  9. Etc.
  

  The following legal definitions can be found on many law related websites and may be useful to you in this response or the next:
  ---good faith
  n. honest intent to act without taking an unfair advantage over another person or to fulfill a promise to act, even when some legal technicality is not fulfilled. The term is applied to all kinds of transactions.
  ---bad faith
  1) n.intentional dishonest act by not fulfilling legal or contractual obligations,misleading another, entering into an agreement without the intention or means to fulfill it, or violating basic standards of honesty in dealing with others.Most states recognize what is called "implied covenant of good faith and fair dealing" which is breached by acts of bad faith, for which a lawsuit may be brought (filed) for the breach (just as one might *** for breach of contract). The question of bad faith may be raised as a defense to a suit on a contract.
  2) adj. when there is bad faith then a transaction is called a "bad faith"contract or "bad faith" offer.
  ---implied covenant of good faith and fair dealing
  a general assumption of the law of contracts, that people will act in good faith and deal fairly without breaking their word, using shifty means to avoid obligations or denying what the other party obviously understood. A lawsuit (or one of the causes of action in a lawsuit) based on the breach of this covenant is often brought when the other party has been claiming technical excuses for breaching the contract or using the specific words of the contract to refuse to perform when the surrounding circumstances or apparent understanding of the parties were to the contrary
  ---implied warranty
  an assumption at law that products are "merchantable," meaning they work and are useable as normally expected by consumers, unless there is a warning that they are sold "as is" or second-hand without any warranty. A grant **** of real property carries the implied warranty of good title, meaning the grantor (seller) had a title (ownership) to transfer.
  ---unreasonable
  means what it has been understood to mean in this context for at least half a century. The expression aptly describes conduct which is vexatious, designed to harass the other side rather than advance the resolution of the case, and it makes no difference that the conduct is the product of excessive zeal and not improper motive.
  
  And out of curiosity, how would the retailer go about finding my receipt?  Should I give them a general description of my wardrobe and have them pour through transaction data and try to match it to security camera footage from a year ago?  Ill say it yet again, I paid cash and dont have my receipt.  If you are wanting to tell me that Im screwed, I would appreciate if you just said that so I can move forward without the worry of remorse. I gave you the date code, you can probably lookup when that serial number ************* shipped out, and think to yourself WOW, that unit didnt last long at all, we should probably do the right thing and help this valuable customer since we obviously sold him a lemon.
  --------------------
  ***********: Please see attached warranty policy, which is printed in the user guide for this product. The manual is also available on our website.
  MY REPLY: To be clear, I have the manual for the unit, which has the warranty included on page 18.

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

  ***********: The customer has requested that we "handle the situation properly" but based on the customer's last response to this case and the history of the conversation between our customer service team and the customer, we are unable to determine what the customer is requesting. We are offering to repair or replace the air conditioner under warranty, and are unable to fulfill the customer's request for parts. If we can help with anything additional or if there are any follow up questions, please let us know.
  MY REPLY: Thank you for mentioning my last response before saying you are unable to determine what I am requesting. Here is what I suggested in my previous response:
  

  1. Actually try to help me troubleshoot the problem to find a solution
  2. Stand behind their product and fix, replace, or let me return it
  3. Lookup the date code or serial number to verify how young this unit is, then fix, replace,or let me return this thing.
  4. Tell me where I can buy parts so I can attempt to fix it myself.
  5. Recommend somewhere I can take it for service and maybe cover the bill.

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

  My questions to *********** (******):
  1. Where is your service center located?
  2. In this last paragraph of your last response, you said directly, We are offering to repair or replace the air conditioner under warranty and are unable to fulfill the customer's request for parts.  You said this already knowing that I have:taken the unit apart, there is rust inside the unit (that I found from taking it apart), I dont have my receipt, and that I think it is completely unacceptable to pay $200 for shipping the unit to you. So to a reasonable person, I understand that you are saying that you would like to send me a prepaid label so I can ship the as-is unit back to you to let you repair or replace the unit at your expense, and cover the shipping to send the repaired or replacement back to me. Is this what you meant?
  Honestly, I hope it works that way and we can just all move past this, but Im afraid you will not honor that.

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

  P.S. I still dont see the review I submitted posted on your website, the ************************ is up next if we dont resolve things here, so, you may want to be sure its up by then.  I will remind you that hiding or deleting negative reviews is illegal under the Consumer Review Fairness Act of 2016 as long as they dont contain: sensitive or private information; or defamatory,harassing, abusive, vulgar, sexually explicit, or inappropriate language; or is unrelated to the companys goods or services; or is otherwise inappropriate.  So if I violated anything that stopped my review from being posted, Id like to know what.
  

  From ***s Website:
  Whats the penalty for violating the Consumer Review Fairness Act?
  Congress gave enforcement authority to the ************************ and the state Attorneys General. The law specifies that a violation of the **** will be treated the same as violating an *** rule defining an unfair or deceptive act or practice.This means that your company could be subject to financial penalties, as well as a federal court order.
  

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

  I understand most people just give up or throw in the towel at some point, you need to understand that I am NOT AT ALL one of those people;if anything, I just ramp up to find a reasonable resolution in a faster manner.

  --------------------
  MY SUGGESTED TERMS to a reasonable resolution, considering my wasted time, frustration, and poor performance of your product:

  RESOLUTION A:
  Simply send me a new & working unit, with a new & valid warranty, along with any documentation needed to use said warranty; OR; choose a new unit, equal to or better in performance, and submit said unit &warranty to me for approval.  Once I receive the new unit described above, I will then properly dispose of the old unit taking the environment into consideration, which is likely going to cost me money.  I would also appreciate you finding a way to compensate the amount of time it has taken me to deal with this is***; which by a quick educated guess including research,working on the unit, writing responses, the chat with mindful, and all other related time is equal to or greater than 40 hours.  40 hours is, if anything, a low number.  All correspondence will be handled through the BBB until all obligations are met.
  
  RESOLUTION B:
  1. Send me a prepaid label that enables me to ship you the as-is non-working unit I have currently, then
  2. Repair the unit at your expense to a like new condition in regards to performance in cooling, heating,and air movement; OR choose a new unit, equal to or better in said performances,and submit said unit & warranty to me for approval, then
  3. Cover the expense to ship the repaired unit back to me with an included 90-day full warranty covering parts, labor, & shipping. OR; once approved, cover the expense to ship the approved new unit back to me with full warranty and any documentation needed to use said warranty. I would also appreciate you finding a way to compensate the amount of time it has taken me to deal with this is***; which by a quick educated guess including research, working on the unit, writing responses, the chat with mindful,and all other related time is equal to or greater than 40 hours.  40 hours is, if anything, a low number.  All correspondence will be handled through the BBB until all obligations are met.
  
  RESOLUTION C:
  Assist me in finding another unit that is, equal to or better in performance, that I approve of, and pay for all associated costs to have it delivered to my residence in a scenario where I would receive the proof of purchase and warranty.  I would also appreciate you finding a way to compensate the amount of time it has taken me to deal with this is***; which by a quick educated guess including research,working on the unit, writing responses, the chat with mindful, and all other related time is equal to or greater than 40 hours.  40 hours is, if anything, a low number.  All correspondence will be handled through the BBB until all obligations are met.
  

  RESOLUTION D:
  Reimburse me for the >= $600 +tax that I paid for the unit ($649.50 including local ****% sales tax) in the form of a mailed check or emailed ****** gift card so I may purchase another unit of another brand.  I would also appreciate you finding a way to compensate the amount of time it has taken me to deal with this is***; which by a quick educated guess including research, working on the unit, writing responses, the chat with mindful, and all other related time is equal to or greater than 40 hours.  40 hours is, if anything,a low number.  All correspondence will be handled through the BBB until all obligations are met.
  
  If you accept and complete any of these resolutions, I will consider this matter closed and cease any further action in regards to this matter unless it directly involves the satisfactory completion of a resolution.
  
  Thank you for your consideration. Please let me know if you have any questions or would like clarification to any of the above resolutions or responses. 

  
  

  Business response

  06/30/2023

  We refer back to our previous response. We are happy to offer warranty service to the customer and if this is not acceptable to the customer, we are sorry to hear that this situation can't be resolved to the customer's liking. 

  Customer response

  06/30/2023

  1. What is required for warranty service?

  2. What are the steps I need to take?

  3. How much will it cost me?

  4. From today, how long until I have a working A/C back in my home?
  
  

  
  

  Business response

  07/03/2023

  Please see our answers to the customer's questions below:

  1. What is required for warranty service? We require the customer to return the defective product, and provide proof of purchase. In case the proof of purchase is not available, we suggest reaching out to the retailer. 
  2. What are the steps I need to take? Fill out our warranty service form ********************************************. We will email a copy of the form to include with the return. Return the product to our service center. Send proof of purchase, either with the unit or in an email to our customer service department. No further action is needed. 
  3. How much will it cost me? The only cost to the customer is the return shipping- a replacement unit and return shipping are provided by Hunter Pure Air
  4. From today, how long until I have a working A/C back in my home? That depends on when the unit is sent and how long shipping takes, however, we process warranty returns within 5-7 business days from receipt. Often returns are processed faster than this estimate. 

  Customer response

  07/06/2023

   I attempted to contact the retailer for help in finding my receipt, as requested, but they were unable to help with the information I currently have. Escalation to a special customer service team is possible, where they would be willing to help me track it down with some further information that I will ask for below. I do not have my receipt.

  
  

  My questions considering this units model & serial number:

  
  

  1. Does the date code ******************************** March of 2021?

  
  

  2. What port/city does it leave after manufacturing, and by what type of freight, i.e. air, container ship, truck, etc., and to which port/city?

  
  

  3. When did it leave customs (if from overseas), and does it ship directly from the manufacturing facility to your warehouses, or straight to the retailers facilities?

  
  

  4. When did it arrive at your or the retailers warehouse?

  
  

  5. If it ships to your warehouse first, when did it leave your facility and arrive at the retailers?

  
  

  6. Which freight company or companies were used to the retailer? 

  
  

  7. When would this serial number first have been available for sale?

  
  

  8. What purchase order or packing slip number do you show this units serial number on?

   

  9. What shipping & receiving dates do you show for all the above?

  10. Are you willing to make an exception in this case for warranty service? 

  
  

  Honestly, I thought contacting the retailer for my receipt was just a tactic for blowing me off, considering the circumstances; so I apologize for not taking it more seriously earlier in our talks. It seems that freight tracking/logistics may be the solution to this problem. I appreciate your idea and your help in getting this resolved!

  
  

  I'm including a few pictures & screenshots, one of which is the original box, if it helps with your research. 

  
  

  I'm also noticing the box states "For rooms up to 450sf, but your website states 550sf. Your website also states 14k BTU, but I can't find that number anywhere on the machine or in the manual. Out of curiosity, why would you advertise it that way?

  
  

  I'm still hopeful for a peaceful resolution, thank you. 
  
  

  Business response

  07/07/2023

  Hello, 

  In response to the relevant points in the customer's repsonse to our most recent answer, and in the interest of resolving this for the customer, here is what we are able to offer. We will waive the return requirement and send the customer a replacement unit, even though the terms of the warranty agreement have been violated by the customer attempting to perform unauthorized service on their machine. The conditions for this replacement are that the customer provides a picture showing the unit with a cut cord to ensure the customer will not use or try to sell the defective machine, and that the cusotmer provide some sort of proof of purchase showing that the item was purchased new, and from an authorized seller. We understand that the customer does not have the original purchase receipt, but we are able to accept a variety of types of proof of purchase, including bank or credit card statement (with all personal/sensitive information removed), copy of order confirmation, statement from retailer confirming the purchase, etc. We believe this offer is fair and shows that we are making every reasonable effort to resolve the situation to the customer's benefit. 

  Customer response

  07/12/2023

  Thank you for your response and help in this matter.

  I have attached screenshots that include possible purchase dates or withdraws that were likely used for purchase and have redacted all account & card numbers.

  I receive ********** gift cards all the time, so it's likely that they were used in conjunction with the other payment method.  I have previously reached out to ********** in an attempt to locate the receipt with the information provided in these same bank statements, but they were unable to give me any information about the transactions.

  Once you let me know that these documents are satisfactory, I will accept your resolution and send the required picture so we can cut-the-cord and be free of this dispute.

  Thank you again,

  *******

   

  
  

  Business response

  07/13/2023

  Hi,

  We can accept that as your Proof of purchase, all the we require now is a picture of the cut cord you have referred to on your unit, and your address, it can be sent to ******************************** We will be able to send out a replacement unit similar to your model after that is provided. If you do have any other further questions please feel free to reach out.

  Customer response

  07/17/2023

   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.

   

  Please see attached required pictures, I will email them as well, as requested. My address is below and will be included in the email as well.

  Thank you.

   

  *****************************

  *****, ** 75002

*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. ↩