ComplaintsforRexair LLC

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vacuum 2 years ago & it was on recall for getting hot. Within 2 months vacuum started getting even hotter. Ive contacted company 3 times & no response from distributor or company. I bought this so it would help my copd health & was supposed to be able to leave on to purify air. Cannot leave it on more than 15 minutes. Ive had a house fire years ago & afraid vacuum could be harmful. Ive paid faithfully for 2 years & this product is overpriced & not functioning correctly! I would like this company to take off remaining balance because recall is certainly not working! Trace # is ***************

  Business response

  08/10/2022

  In her complaint, ****************** seeks a refund for her Rainbow SRX vacuum -- purchased over two years ago based on her belief that the repair developed and validated by Rexair will not address the safety issue that has been identified for purposes of a recall/repair program initiated by Rexair in cooperation with the U.S. Consumer ************************* (CPSC). 
  
  Out of an abundance of caution, Rexair chose to initiate a voluntary recall/repair program for certain affected SRX vacuums in conjunction with the CPSC.  Accordingly, on June 17, 2020, Rexair announced the free repair program for purposes of addressing the potential safety issue.
  
  The specific repair that Rexair implemented as part of the recall was the subject of extensive validation testing.  In order to confirm the effectiveness of the repair in addressing the identified potential safety issue, Rexair engaged a leading expert engineering firm that performed its own independent testing.  At the conclusion of this extensive testing program, the firms team of engineers confirmed the effectiveness of the repair in addressing the potential safety issue.   The results of testing conducted by both Rexair and the independent expert engineering firm were submitted to the ***** which approved a corrective action plan that included the repair program.  That repair program has now been implemented for over two years.
  
  In light of the effectiveness of the repair, Rexair is not offering a refund for affected SRX units, but will continue to work diligently with all affected customers.  In this case, Rexair is willing to have Ms. ******** Rainbow SRX shipped back to our plant in ********, ******** for a full evaluation and servicing all at Rexairs expense.  ****************** is welcome to contact Rexair at ************ in order to initiate this process.

  Customer response

  08/11/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  My home is not a place for your company to test wether it will catch on fire. Your words were I can leave product on before going to work 8 hours. Thank God I didnt do this r I would not have a home to return to. U broke a very important factor in me buying high priced vacuum. I will accept this proposal of fixing the vacuum also heap filter included but I definitely expect some sort of percentage off of your way too expensive product! I have seen countless reviews regarding complaints of this recall that theyre not working after being repaired resulting in what Ive been going through at this point. I would prefer not being a part of any negative reviews with your company if this is satisfied to finally be able to vacuum my home with your product instead of my older shark vacuum that Ive had no problems with for 10 years!

  
  Regards,
  
  *************************

  Business response

  08/15/2022

  *****************  should call Rexair at ************ in order to have her SRX shipped back to our plant in ********, ******** for a full evaluation and servicing all at Rexairs expense.

  Customer response

  08/18/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  I am rejecting Rainbow offer to fix my machine because its already been on recall & supposingly fixed, still doing same as before fixed getting very hot! They are welcome to come to my home & see vacuum is still getting hot! Guess they want more bad reviews added to their resume! I will only send vacuum to them if 40% is taken off my ****. This is not worth $5000.00! Rip off company! I will get my bank to stop payments & they wont get any money!
  

   
  
  Regards,
  
  *************************

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business sold a unit that had a recall got the unit back from repair and the unit smells of burning wires. Distributors refuse a resolution.

  Business response

  10/22/2021

  Thank you for speaking with Rexair regarding your SRX unit,and for your assistance in shipping the unit back to the factory.
  
  Rexair has now had the chance to inspect your SRX unit, and our ********************** has analyzed the unit in detail.  Based upon that review and analysis, we are able to conclude the following:
  
       1.  Your SRX unit shows no evidence of burning wires.

       2. Based upon our inspection, it is clear that the separator on your SRX unit was not re-installed correctly.  This may occur when the separator is placed back on the unit without tightening the nut sufficiently, as                 detailed on page 8 of your Owners Manual.  In your case, it appears that the separator wobbled and rubbed against the motor housing, causing it to melt from friction.  Ensuring that the separator is properly re-           installed after cleaning will prevent this from happening in the future.
  
       3. While this situation may account for the smell that you reported, it does not cause sparks, nor does it present a fire risk.
  
  We are pleased to report that your SRX unit is in good working order, and has now been shipped back to you.   Because you are a valued Rainbow customer, ********************** has cleaned your unit and restored it to like-new condition. We trust that it will continue to provide you with years of service in cleaning your home.

*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. ↩