ComplaintsforHealthway Home Products Inc

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩