Complaints

This profile includes complaints for Healthway Home Products Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Healthway Home Products Inc

  3420 Maple Ave Pulaski, NY 13142

  
• 

  Healthway Home Products Inc

  4901 North Jefferson St Pulaski, NY 13142

  

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:02/12/2025

  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.

  Unit stopped working 18 months after purchase. Suppose to have warranty. Was told to buy another unit.

  

  Business Response

  Date: 02/12/2025

  ******** ****** purchased an Ultrafine 468 on May 31st, 2021 paying $976.64 and contacted us January 18th 2023 for assistance with her unit. We provided trouble shooting. After the live chat the unit was functional. This was confirmed in a phone call on January 25th 2023 when we reached back out to the customer. The customer purchased filter on March 18th 2023, but otherwise hasn’t contacted us again until they reached out to us again for assistance February 9th 2025. At the time of original contact, the unit would have fallen outside our 1 year electronics warranty coverage, but after trouble shooting was functioning as intended. I am including transcripts of our live chat correspondence below, as well as our website FAQ link and Warranty policy. This policy is also in our user manuals. At this time, the unit is no longer covered under warranty and we would recommend the purchase of a replacement. January 18th 2023Welcome message11:33 AMHello! Our office is closed right now. But, if you leave your email and a message we'll be in touch soon. ??******** ******•11:33 AMHello my air cleaner won't turn on Automated11:33 AMMay we have your email so we can keep a record of our conversation?Automated11:33 AMVisitor submitted their email: ***********************Madison B******•11:33 AMHi there!Madison B******•11:34 AM********, what kind of machine do you have? ******** ******•11:34 AMOnly had a year ultra fine Madison B******•11:34 AMHave you recently changed the filters in your machine?******** ******•11:34 AMKJ468F******** ******•11:35 AMAbout 3"weeks ago, it was working just fine, even tried different outlet******** ******•11:35 AMSerial # 1421004165Madison B******•11:35 AMHave you recently experienced a power outage?******** ******•11:35 AMNo******** ******•11:36 AMHad for a year******** ******•11:37 AMI am freaking out it was expensive Madison B******•11:38 AMWe will get this figured out for you ma'am, did your unit stop working when you changed your filters? ******** ******•11:39 AMSunday******** ******•11:40 AMKeep trying still nothing******** ******•11:40 AMNo it worked for a whileMadison B******•11:41 AMLets try removing all of your filters out of your machine. Once all of your filters are removed put your front cover back on and see if you are able to run your system.******** ******•11:42 AMI tries that too, had booklet to make sure all is correct. Still nothing Madison B******•11:43 AMOkay, your fuse may have to get replaced. The Fuse can be found on the back of your Ultrafine machine directly above the power cord. We unfortunately do not sell Fuse's but, if you take your fuse to your local hardware store they will be able to replace it for you. You will need a 2.5 Amp 250 Volt Fuse. We do recommend taking the Fuse with you and buying a replacement. If this does not work, then please give me a call at ###-###-#### (Ext ***) and I will connect you with our technician.******** ******•11:43 AMOkay thank you do muchMadison B******•11:43 AMYou are very welcome! is there anything else that I can help you with today?******** ******•11:44 AMThat should do itMadison B******•11:45 AMHave a great day! **************** Warranty CoverageIntellipure offers a 5 Year Limited Warranty. 5 Years on motor and blower. 1 Year on electronic components for Portable Units (some exceptions apply, please consult your manual).Customers outside of the United States should contact the local distributor to complete the product registration process.To make a product claim, call ###-###-#### or your local distributor to obtain a warranty claim number.Limited WarrantyThis limited warranty applies only to the repair or replacement of any manufactured or supplied part of this product which, upon inspection by Intellipure authorized personnel, proves to have failed in normal use due to defects in material or workmanship. The sole responsibility of Intellipure under this Limited Warranty is, in its sole discretion, to either repair or replace a duly registered product (or defective part thereof) with the same or a comparable model within a reasonable period of time, subject to the following exclusions, limitations, statutory rights, and warranty claim procedures. This Limited Warranty is exclusive, and Intellipure expressly disclaims all other or additional warranties, whether written or oral, expressed or implied, including, but not limited to, warranties of merchantability, workmanship, or fitness for a particular purpose.ExclusionsA. This Limited Warranty does not apply, or is void, as to any product or part damaged by (1) accident, misuse, abuse, or lack of reasonable care or normal maintenance; (2) installation or operation under conditions other than those recommended by Intellipure; (3) subjecting the product to any but the specified voltage; (4) servicing or disassembly by unauthorized personnel; (5) removing or defacing the serial number; or (6) modifying the original factory-assembled unit in any way.B. THIS LIMITED WARRANTY DOES NOT APPLY TO SHIPPING CHARGES FOR PRODUCT SHIPPED TO OR FROM THE FACTORY OR DESIGNATED SERVICE CENTER IN CONNECTION WITH WARRANTY CLAIMS NOR DOES IT APPLY TO ANY DAMAGES OCCURRING DURING EACH SHIPMENT.C. This Limited Warranty does not apply to installation, removal, re-installation, and/or related expenses. This Limited Warranty does not apply to replaceable filters and high-energy grid wires.LimitationsIntellipure shall not be liable for property, incidental, and/or consequential damages of any kind and, unless otherwise prescribed by applicable state law, Intellipure shall not be liable for personal injury resulting from malfunctions, defects, misuse, improper operation or installation, or alteration of an Intellipure product or any part thereof. The exclusive remedy for a breach of this Limited Warranty is the repair or replacement of the defective product. In no case, shall liability under any other remedy prescribed by law exceed the purchase price of the product.Statutory RightsThis Limited Warranty, subject to the above exclusions and limitations, gives you specific legal rights in addition to statutory rights you may have under applicable state law. Some states, however, do not permit the limitation or exclusion of incidental or consequential damages, so much limitation may not apply to you. To the extent that any provision of this Limited Warranty is inconsistent with applicable law, such provision shall be deemed void or amended, as necessary, to comply with such law.Return and Refund PolicyIf you would like to return your order, you can do so within seven days of Receiving it for a full refund (If the Item has not been Opened and/or Used). After seven days of receiving your order, your return will be subject to up to a 30% restocking fee. After 30 days, returns are no longer eligible for a refund. Filter Cannot be Returned Unless Unopened. To initiate the returns process, please contact us directly. We will issue a returned goods authorization number for your return if necessary. When repackaging your order, make sure that all cords are unplugged and properly wrapped, taped, and insulated. You should use the original packaging and make sure that your air purifier or filters are as securely packaged as possible. Customer is Responsible for Return Shipping.Note: ALL returns are subject to a basic inspection, should there appear to be significant damage outside the return claim, an additional restocking fee may be applied beyond the 30%.Please send returns to:Intellipure, Inc.RGA XXXXXXXX 3326 Maple AvePulaski, NY 13142Tip: To prevent additional loss or damage, we recommend keeping your original box for 30 days and purchasing shipping insurance to make sure your return arrives safely at our facility. Important: Do Not Return anything without Return Authorization.Units Purchased During Promotions or Sales Cannot be Returned unless Exceptions are listed in Promotion or Sale.WARRANTY CLAIMS/INQUIRIES1. Please provide model number and serial number from the label on the unit.2. For technical support, warranty information, warranty parts or replacement parts, call Intellipure Products at ###-###-#### or ###-###-#### from 8:00 AM-5:00 PM EST a Intellipure representative will help you troubleshoot and diagnose the problem. Warranty matters involving products sold through a manufacturer representative should be directed to the appropriate representative.3. Important: Do NOT return anything without a Return Authorization.4. All returned products/parts are quality tested. If the returned item is found not to be defective, you may be subject to charge for any replacement.

• Initial Complaint

  Date:07/20/2023

  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.

  I ordered a large home air purifier and when it arrived it would not power on. I asked for a return shipping label to send it back. They told me it was my responsibility to dispose of it. When I explained that in my county we cannot dispose of large electronics without a fee of $50 or more and again requested a shipping label, they told me they could not send one because in 2020 during COVID they created a policy not to accept returns for the health and well-being of their employees. It's clear on the paperwork that came with the air purifier that they do accept returns. They sent me a defective product that has a cost to disposing and expect me to pay that cost and this seems like an unfair business practice. I would like a return shipping label.

  

  Business Response

  Date: 08/17/2023

  Response taken by phone:  I have spoken to the customer and assured her that for the protection of our employees, we are unable to accept returns.  We did offer to ship a brand new machine plus additional filters even though she was past the return period. She declined this offer.  We did give the customer a full refund but as stated in the user manual and on our website, we do not normally  take returns but will do so at the owners expense.

  

  Business Response

  Date: 09/13/2023

  Hi *********,After further review, we do understand and would like to offer you an RGA number to return the system. As we have issued your refund in full and have offered to replace the system, we have tried to do what we can to resolve this situation. If you would like to return the system, we would be happy to honour the Return. However, as it is our policy, you would be responsible for shipping the system back to us. If you would like to proceed with this plan, I will be happy to assist you. Please let me know if you have any questions or concerns.Thank you***** *********

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business indicates that "However, as it is our policy, you would be responsible for shipping the system back to us." I don't want to incur the expense of shipping the system back given that it arrived broken and was never used. Although there is an expense to disposing of it properly in my county (I shared the link to our county policies in a previous communication), it will be less expensive to do that than ship it back to the company.These communications have not been productive from my point of view and have been time consuming. Spending all this time only to have the  company agree to accept a return of a brand new but broken product that it sent me (an electronic that can't be put out for trash pickup in my county) is useless if I'm being asked to pay for that return. I expected the BBB to provide some practical mediation. I realize now it's only a portal for communication and I will stop using it. I appreciate the opportunity to try for a win/win and accept that one was not achieved.

• Initial Complaint

  Date:02/13/2023

  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.

  Purchased an expensive *********** air purifier. It had issues from the beginning. Shortly after a year it just stopped working. It’s dead. Emailed the company hoping they would replace it considering the history of the defective product and emails documenting this. Find out their warranty for this very expensive unit is only a year. They did not seem surprised it died and did not offer to fix or replace it.

  

  Business Response

  Date: 03/22/2023

  In response to Case / Compliant# ******** (******* ********), the transaction of events are as follows.  Ms. ******** originally purchased the *********** Air Purification system in question around November 21, 2021 and arrived in mid-December.  Upon arrival she indicated that she believed there was an issue with no power to the unit.  An additional email stating that the system was working after re-installing the filters.  Then in mid-February of 2023, an email communication was received from Ms. ******** indicating the unit was not operational, she inquired regarding the warranty.  She was advise by our Customer Service personnel that her unit was no longer in warranty.  The warranty on the system was 5-Years for the Motor and 1-Year for the remaining components of the unit.  Several email communications between Ms. ******** and our Customer Service personnel ensued from that date through March 6th, 2023.  There were numerous requests for a telephone conversation and the direct dial information was provided.  We also provided contact information for our TSE (Technical Support Expert) and requested a discussion for unit troubleshooting.              During some conversations with the TSE, it was determined that by removing the cover, re-installing the filters and re-attaching the cover; the unit was working properly.  This system is designed not to operate if the filters are not aligned properly and the unit cover (door) does not completely and properly seat, the system will not power on.  This is due to the safety interlock system which prevents users to come into contact with the energy grid, motor or other components while the system is operational.  HealthWay extended the offer for a unit return for a complete unit troubleshooting and diagnostic test at our facility.  The extended offer included: coverage of shipping costs and if the unit was found defective, HealthWay would replace at no cost to Ms. ********.  The unit was never returned for any testing or diagnostics.  There was also a video link provided to our TSE of the unit in operation on March 6th, 2023, based on the conversations, proper reinstallation of filters and alignment; we deem this unit fully functional, operating as designed and deem this matter closed.  Also, during the course of email correspondence, Ms. ******** requested that we cancel her replacement filter subscription.  The subscription was canceled and outstanding monies were refunded in their entirety.               Thank you and please do not hesitate to contact us.               Best Regards, W.L. E******HealthWay Family of Brands