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:03/17/2025

  Type:Delivery 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 2/17/25, I ordered 3 Uvlizer units because my son and I have chronic asthma. Somehow, the mail person reported she couldn't find the house or address. Without verifying the information she stopped delivering my mail and sent return to the sender, included many important mail like my credit cards, bills, etc. I believed my package was returned to *******. Since, I have tried to contact the company, but the phone is disabled. I contacted the company by email to a bot I was told since they sent the package, their "obligation" is met. Without being able to explain this to a person, I am not getting through. I want to know if the package was returned and when. I either want a refund but prefer to get my units. Because I never received the package, I don't have tracking number, or anything. I have had to dispute several charges because my debit and credit card were used to purchase stuff. This has been difficult because I'm a senior on a fixed income. Thank you, ** ********

  Customer Answer

  Date: 03/18/2025

  I just learned from my bank that the bank have completed a dispute over the charges. Although, yesterday Uvilizer and *************** refused to take responsibility, literally leaving me holding "empty" they have returned my money. The bank was aware that my card had been compromised and took care of my concerns. Thank you very much. 

  Business Response

  Date: 03/18/2025

  Hi Team,
  
  Thank you for bringing this matter to our attention.
  
  We have already communicated with the customer regarding this issue and provided them with the relevant tracking information.
  
  According to the tracking details, the shipment was delivered on 02/21/2025, with a photo available as proof of delivery.
  
  Tracking Number: 9261292013641321418201
  Tracking Link: ********************************************************************************************************************
  Delivery Date: 02/21/2025
  
  Should you have any further questions or concerns, please don't hesitate to reach out.
  
  Thank you and have a wonderful day!

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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 ordered 3 of these and got two free on December *******. I thought they were air purifiers. After I realized that they were not air purifiers I cancelled the orders with 2 separate emails on December 23 2024. They tried to tell me they had already shipped. I waited until January 5, 2025 and refused the order when *** got here. Some named ***** signed for it at the dock. So never received anything and they wont give my money back.

  Business Response

  Date: 03/27/2025

  Hello Team,
  
  We hope this message finds you well. Thank you for your continued support in addressing the customer's concern.
  
  Please find the details below:
  
  Order Number: #**********
  
  Tracking Number: 1ZX8R1710385586875
  
  The package has not been returned to our warehouse. The customer mentioned that they would coordinate with *** regarding the return; however, we have not received any further communication from them.
  
  Our warehouse is located in **********, *****, but according to the tracking information, the package was delivered to ********, **, ***
  
  Additionally, the customer has filed a Chargeback Dispute with their bank, which currently prevents us from proceeding with any refund process.
  
  Should you have any questions or require further clarification, please feel free to reach out.
  
  Thank you for your attention to this matter. Wishing you a pleasant day ahead.
  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23036287
  
  I am rejecting this response because:
  I never received the product.  The order was refused from ***.  The product was returned to the address from the shipping label.  *** said that Uvilizer needs to work with *** to locate the package.  I have talked to ***** many times about this and Uvilizer does not listen to me.   I dont have the item and have never had the item.  The item was never delivered to me.  *** never took the item off the truck.  When I saw the *** truck I went outside and told them I refused it.  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/12/2025

  Hi Team,
  
  I hope you're doing well.
  
  Please be advised that the customer has already initiated a chargeback dispute, and as a result, the system has restricted us from processing any further actions related to the order, including issuing a refund.
  
  We have submitted all relevant documentation to the bank for their review. Should the customer wish to follow up on the matter, we recommend that they contact the bank directly for further assistance.
  
  Thank you for your attention to this matter and for your continued support. Wishing you a great day!
  

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  1/8/25, I ordered a Uvlizer disinfection unit. Somehow the order came through for 2 units. On 1/8 I contacted customer service and they said theyd escalate my request, be sure only 1 item was sent and credit back my ******. No word, so I wrote again on the 10th and the 13th. I had no idea I was working with an AI bot. See the email exchanges below. They received my return on 1/30. Still no sign of refund and their bots have stopped responding.

  Customer Answer

  Date: 02/09/2025

  My total purchase price for 2 units was $173.53. I returned one unit as documented in my original complaint so my refund amount should be about half that or $86.75. 
  thank you. 

  Customer Answer

  Date: 02/23/2025

  I finally received a refund of $86.77 on 2/18, nearly three weeks after they received the item, documented by tracking and several emails from me prompting the refund. Very poor customer service. 
  I dont need anything further but please post the resolved complaint to warn off others. Thanks. 

  Business Response

  Date: 02/24/2025

  Hello Team,
  
  I hope this message finds you well. Thank you for your follow-up.
  
  Please find the details below:
  
  Order Number: #**********
  Customer Name: ***** **** *****
  Refunded Amount: $86.76
  Refund Date: February 18, 2025
  
  We have already processed the refund as outlined above. Additionally, a return label was provided, even though this goes against our Refund Policy. It is important to note that we typically only process orders based on what the customer submits in our system. In this case, we went beyond our usual policies to accommodate the customer's request, even though the initial issue with the order was not due to our error.
  
  Thank you for your assistance with this matter. We greatly appreciate it.
  
  If you have any further questions or require assistance in the future, please do not hesitate to reach out. We are always happy to help.
  

  Customer Answer

  Date: 02/24/2025

   
  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. I finally received a refund of $86.77 on 2/18, nearly three weeks after they received the item, documented by tracking and several emails from me prompting the refund. Very poor customer service. 
  I dont need anything further but please post the resolved complaint to warn off others. Thanks. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a UV light sanitizer machine in August of 2024. It has a 12 month guarantee on it. It no longer works and I reached out to Uvlizer Support for the process of utilizing the warranty. It said at their website for warranty to contact them. I sent two emails to the address listed and asked for the procedure. All I received back was an auto response saying they received my request and someone would contact me within ***** hours. Its been several days now with no reply. There has been contact with some kind of agent with the company who at least does reply but keeps apologizing for the delay and says I need to contact the support v through email which Ive done twice now with no response. They are giving me the runaround and Im sitting here with a unit that is worthless to me. I just want it repaired or replaced under the warranty. Any help you can give us greatly appreciated. Thank you

  Business Response

  Date: 02/05/2025

  Hi Team,
  
  ** *************
  Order Number: #**********
  
  Thank you for your notification. We have already responded to the customer and instructed our Fulfillment Team to process the replacement.
  
  The process took some time as we needed to confirm the correct shipping address with the customer, given that the original order was placed on August 19, 2024. Additionally, the customer was required to provide a video, which was necessary for initiating the replacement request.
  
  However, everything is now in order on our end, and we are simply awaiting the tracking details for the replacement device.
  
  Should you have any questions or concerns, please do not hesitate to reach out.
  
  Thank you for your continued assistance in this matter.

  Customer Answer

  Date: 02/05/2025

  I am happy that they have responded and are saying they are to send replacement. Im hoping this will indeed happen but am still just a bit ***** of them and am hesitant to close the file just yet. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22894810
  
  I am rejecting this response because: I am happy that they have responded and are saying they are to send replacement. Im hoping this will indeed happen but am still just a bit ***** of them and am hesitant to close the file just yet. 
  
  Sincerely,
  
  ** *************

  
  

  Customer Answer

  Date: 02/20/2025

  I received a replacement unit from them.  All is good and the complaint may be dropped.  Thank you for your assistance in this matter.   

• Initial Complaint

  Date:01/23/2025

  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.

  I ordered Uvlizer on line and paid with my MC. After received I noticed that the Uvlizer Bulb was missing. I have email Uvlizer 3-4 ties and No response ?I want the ** Bulb, or how to return for full refund?Thank you

  Business Response

  Date: 02/07/2025

  Hi Team,
  
  Thank you for your notification. We have reviewed the customers account details; however, we found no record of any interaction or messages from him regarding his complaint.
  
  Please refer to the attached document for our communication with the customer.
  
  Should you have any questions or require further clarification, please do not hesitate to reach out.
  
  Thank you for your support, and have a wonderful day!
  
  

• Initial Complaint

  Date:10/29/2024

  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.

  Purchase was made and when arrived I didn't even remove the items from packing Immediately saw the info, items not disclose in ad.Cannot use . Unsafe

  Business Response

  Date: 10/29/2024

  Hello Team,
  
  Thank you for bringing this to our attention. Please note that the customer has not previously reached out to us with a refund request. In fact, her only contact with us was on Thursday, October 24, 2024, when she inquired about discounts or promotions to make additional purchases. This complaint to your team is therefore inconsistent with her earlier request to us.
  
  We have already reached out to the customer regarding this concern and requested that she return the package. For reference, please find our Refund Policy here: ********************************************************
  
  As the customer still holds the items, it would be inappropriate to process a refund without receiving the product. Once we receive the return, we are fully prepared to assist her with the refund process.
  
  Thank you for your cooperation on this matter.
  
  

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  they charged me for this item 2 times when i only order 1 item they charged my ****** 2 time i only order 1 item they then charged item i did not order

  Business Response

  Date: 11/05/2024

  Hi Team,
  
  We have been in continuous communication with the customer regarding the return tracking numbers he provided for his order (Order Number #**********). The customer returned two packages for this order, supplying us with two tracking numbers:
  
  1st Tracking Number: ********************** (confirmed as delivered)
  2nd Tracking Number: *********************** (not recognized as a valid number)
  
  In line with our Return Policy (************************************************************), we processed a partial refund since we could only verify delivery for one of the packages. We promptly informed the customer about this discrepancy from the outset, yet he has continued to assert that the second tracking number is correct. Ive attached screenshots of both tracking numbers for reference. If the second tracking number were accurate, there should be no issues similar to the first package's successful tracking. Unfortunately, the customer has since become unresponsive.
  
  Issuing a full refund without verifying the return of both packages would be unjust. Our return instructions are clear, as stated in our Refund Policy. Documentation confirms that we have processed this order appropriately and communicated effectively with the customer. Until the correct tracking number is provided to confirm the return, the customer will remain ineligible for a full refund.
  
  Thank you for your attention to this matter.
  
  

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising 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 10/4 I placed an order online. I authorized an $85 payment via ****** Upon checking out the seller had pre checked item which resulted in a second charge. I contacted the seller right away. By the time they got back to me they said its too late and the order was shipped. Its misleading , not ethical and perhaps not even legal to pre check items without receiving payment authorization I requested a refund

  Business Response

  Date: 10/13/2024

  Hello Team,

  Thank you for the notification and assistance with the BBB Complaint.

  We have already addressed the customers concerns regarding her order. To clarify, we do not have any control over what items a customer adds to their cart during the ordering process. This is precisely why we avoid processing orders over the phonecustomers are fully responsible for selecting and reviewing their items before finalizing their purchase, ensuring a straightforward and transparent experience with clear Order Details available at checkout.
  
  In this case, the customer previously contacted us with the same concern, and we went above and beyond by providing a return label, despite it being outside our standard refund policy: ********************************************************

  Therefore, we were surprised to receive this BBB complaint, as we have proactively addressed her issue and extended our assistance beyond our established policies.

  If you have any other questions or concerns, please let us know. 

  Thank you and have a great day!

• Initial Complaint

  Date:09/12/2024

  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 returned the items unopened and they received them. I want my money returned.

  Business Response

  Date: 09/16/2024

  Hello Team,
  
  The customer initially contacted us to request a refund. We promptly provided her with the return instructions; however, she initially supplied an incorrect return tracking number, which prevented us from locating or tracking the shipment. Despite multiple attempts to follow up, the customer became unresponsive. Please refer to the first attachment for a record of our communication with her (***** Horn_Initial Interaction).
  
  After receiving a BBB complaint, we reached out to the customer again, and this time she provided the correct tracking number. As a result, we were able to process the refund as requested. Kindly see the second attachment for reference (***** Horn_Customer Reach Out).
  
  This matter should now be resolved. Thank you for your continued support.
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  Ordered 2 disinfectant devices from the internet. Received devices that were delivered and defective missing the ** light that is advertised and vital for usage and operation. Also when contacting customer support they charged me ***** dollars and never returned an email answering my questions and concerns about the product that was not operable.

  Business Response

  Date: 09/06/2024

  Hi Team,
  
  We have sent several emails to the customer regarding order #**********. The customer initially reported on August 14, 2024, that the device was not lighting up. We promptly responded with troubleshooting instructions but have not received any further communication from the customer.
  
  A follow-up email was sent on August 18, 2024, but we have still not received a response.
  
  To properly assess the situation and determine the best course of action, we are requesting a video from the customer demonstrating the issue. This will also serve as documentation for a replacement request, should it be necessary. As the shipping and replacement of devices incur costs, we cannot send a new device solely based on the customers claim of defectiveness without supporting evidence.
  
  However, we remain committed to providing assistance and will adhere to our Warranty Guidelines in resolving this matter.