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Business Profile

Air Fragrances

ScentAir

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Fragrances.

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have contacted ScentAir on multiple occasions via phone starting in February 2025 and subsequently by email. We've requested cancellation of the contract via email on 3/13/25 to ****************************************** as per the phone calls we've had and have not heard back from them. They continue to charge us, as well, payments have been made and the most recent statement shows no payment received. There is no address, phone number or email on the statement or no-reply emails sent back.

    Business Response

    Date: 04/25/2025

    Hello,

    Thanks for sending your concerns and our late responsiveness to your cancellation inquiry.

    Your service contract with ScentAir is now cancelled in our system.

    A credit memo has been approved and will be applied to the Apr 2024 invoice.

    Thank you.

    Customer Answer

    Date: 04/25/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:02/24/2025

    Type:Order Issues
    Status:
    Resolved
    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 am the manager of the ***************, ****************, and ***************. Scent AIr refuses to call me back on the cancellation of the product. We signed the agreement in 2023 for the Super 8 in ********* and we sold the property in 12/2024. I have emailed and phoned regarding getting out of this contract no one will phone me back nor will they talk to me. The second phone call I made to ****** said that the contract takes 5 days to cancel. We are now 2 more months in and we are still receiving invoices and I am no farther along with finding out how to cancel this contract then the day I was when I contacted them. ****** ****** is in charge of my account and she is team lead. She refuses to contact me and the customer service teams just laughs at me when I call now which is not professional. I have emailed and called everyday but no answers just keep getting billed. We just want out of the service and we are not receiving any answers. I have looked at the complaints and I am obviously not the only company that they have done this too.

    Business Response

    Date: 03/19/2025

    Hi *******,

    **** ***** VP Customer Experience & Operations at **********************.

    Would you please reach out to me at *******************************************************.

    If this business was sold to new ownership, we need their contact information for transfer.

    Thanks,
    ****

    Customer Answer

    Date: 03/19/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me as this seems to be the only way that they will handle a contract.  

    Thank you. 

  • Initial Complaint

    Date:02/17/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a complaint against ScentAir regarding a series of ongoing issues with their service and billing.Our community was under a five-year contract with ScentAir, which stipulated that ScentAir would provide 11 devices to be installed throughout the community. Additionally, they were responsible for sending us monthly shipments of cartridges and batteries, with corresponding invoices.However, as of January 1, 2025, the community has been dissolved and is now under new ownership. I immediately notified ScentAir of this change by leaving voice messages and sending emails requesting cancellation of the service, as the community no longer exists. Despite my attempts to resolve this matter, ScentAir has continued to send invoices, but we have not received any cartridges or batteries since December 2024.I have reached out to ScentAir multiple times, but they have failed to return my calls or provide any clarification on the matter. I am requesting that they stop sending invoices for services that are no longer applicable, as well as properly address the cancellation of the contract.I would appreciate any assistance in resolving this issue promptly.Thank you for your attention to this matter.

  • Initial Complaint

    Date:01/22/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally lodge a complaint against ScentAir regarding their subscription service, which has caused significant frustration and financial strain since my initial purchase in August 2021. Roughly $9,000 on a ScentAir in 3 years!!!!!! My experience has been characterized by a lack of effective customer service, product inefficiencies, and an almost impossible cancellation process.

  • Initial Complaint

    Date:01/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I entered in contract with this company in July 2022 to supply Scents for my business . They rent a diffuser and provide the cartridges that are sent in regular basis. Before July 2024 I have been trying to cancel the service. The reason is that the smells are not good enough for the business and the charges are high for the value I am obtaining. I have obtained verbal cancelation confirmation from an agent, only to continue seeing charges in the credit card. I have emails dated August 2024 saying we have been trying for weeks to solve the issue. They don't respond. There is no person to talk to, only a voice mail that can take weeks to be answered. They say now, I am in contract until July 2025, even I stopped receiving cartridges more that 6 months ago and i have been offering to return the equipment.

    Business Response

    Date: 02/07/2025


    This customers contract has been cancelled as of 1 Feb 2025.

     

  • Initial Complaint

    Date:12/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm the manager at ********************* (************************************) and ScentAir continues to bill us for a product that we never ordered. Previous management at ********** had used ScentAir and stopped using their products in February of 2022. In August, September, and October of 2023, ScentAir started randomly sending us their product and then emailed us invoices. No one at ********** or within our company, Centerspace, ordered any of this product. We notified ScentAir and they claim that our "account was on hold but never cancelled" and that was the reason why they started randomly sending us their product again. I asked for additional information and they sent us an old Service Agreement dating back to 2011 that was signed by a completely different management company. I asked for ScentAir to refund Park Place Apartments immediately and allow for us to return the product back to them. They ignored my request and responded saying, "After reviewing this account with higher up, I do apologize to inform you that this contract still stands. We do understand that there are now different owners, but the company is still called Park Place Apartments. These invoices still need to be paid. If you are refusing to pay, please let our department know so that I can send this over to legal department for further processing." ScentAir continues to invoice us for the amount of $1,022.50 and refuses to take any action on our refund request. Randomly sending us their product that no one ordered and attempting to collect payment based on a 2011 contract signed by a different management company is completely unethical.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/12/24 I placed an order for $130.32. The company website shows orders ship in ***** days. Today is 12/2 and I have not received a shipping notice. I have been unable to reach anyone live via their customer service number.

    Business Response

    Date: 12/20/2024

    This order was shipped with tracking 770922199139

  • Initial Complaint

    Date:12/01/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have emailed numerous times over the last several weeks to all email addresses I can find for the company as well as left several voicemails trying to cancel and no one will respond. They keep sending invoices and I have told them multiple times that I want to cancel and no one repsonds.

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Place orders:000254664 10/30/23 $147.13 ********* 1/12/23 ***** ********* 12/27/22 $374.50 ************ has inadequate order services. Their website has multiple glitches. They try to rope you into subscriptions then you cannot get in touch with anyone at the company. I want to order more product because I invested in the machine and now I can never place an order because the website is always inadequate. They either need to go out of business or start acting like they are in business.

    Business Response

    Date: 12/09/2024

    The referenced purchases are outside our published Return Policy (website).

    Our website and return policy:

    Return Policy | ScentAir

    This customer recently made a purchase on 25 Nov 2024 and we shipped complete order on 27 Nov 2024.

     

     

  • Initial Complaint

    Date:11/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We used the company for around 3 years for our office air freshener, and tried to cancel this Spring, as we weren't happy with the service anymore. We e-mailed and spoke to a representative and were sent a letter telling us to return our machine, which we promptly did. We were then told (after returning the unit), that our contract continued for another 6 months and we would still be charged every month unless we paid upwards of $700 to end our service. If we were clearly told at the time we commenced their services how difficult it would be to CANCEL, we would have NEVER agreed to use them. It's an air freshener- that's it. No reason to drag this relationship out another 6 months. This kind of company is exactly why the CLICK TO CANCEL legislation was passed, and we think they should go ahead and honor what will be obligatory soon. We've returned the Scent Air machine, and paid all outstanding invoices. We are not paying a $700 cancellation fee.

    Business Response

    Date: 11/18/2024

    Hello,

    Thanks for your feedback.

    We appreciated your business with ScentAir since May 2022.

    I have instructed my teams to credit your open invoices, and your account was cancelled in our system.

    Please allow ***** days for these credits to post to your account.

    MS

ScentAir is NOT a BBB Accredited Business.

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