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:05/31/2024

  Type:Product 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.

  Mailed in order on 3/20/2024 for 2 each Edenpure Oxileaf Thunderstorm. Returned on 4/12/2024 (because of undisclosed daily maintenance and smell), per company form and instructions to be refunded for $209.33. Called on 5/14/2024 and told check processed o 4/26/2024. Called again 5/24/2024 and told check takes 2-4 weeks to be sent. It is now 5/30/2024, 5 weeks, and I still have no refund! My order #********. Their number E687167/SKU44151382245/NAE and return number#1-141467376/E687167SKU-44151382245NAE. Phone number ************** also **************. I have run out of patience to get my refund.

  Business Response

  Date: 05/31/2024

  I apologize for the delay in processing the refund check.  It was for $209.33 and was mailed 5/30/24, and can take 7-10 days to arrive through postal mail.  It is not standard policy to take this long to issue a refund.  Again, please accept my apologies.

  Customer Answer

  Date: 06/07/2024

  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 the offer I reviewed appear below.
  
  As of today 6/7/2024 I still have not received my refund check
  
  Regards,
  
  ***** ********

  Business Response

  Date: 06/13/2024

  I am sorry that the check had not arrived by June 7th.  I am sure it has arrived by now.  If not, please let me know and I will send another check certified.  Thank you for your understanding.  

   

   

  Customer Answer

  Date: 06/13/2024

  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 the offer I reviewed appear below.
  
  As of 6/13/2024 I still have not received the check. 
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:

  I have received the refund check today and consider this complaint resolved.

  Regards,

  ***** ********

• Initial Complaint

  Date:08/15/2023

  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.

  Stop working will not repair or replace.

  Business Response

  Date: 08/23/2023

  The customer is out of his one-year warranty.  He has called twice and emailed once, and been given this information each time.  The product warranty is sent with the product at the time of purchase, so the customer has the warranty information upon receipt of product.  We want to be sure all customers are satisfied with their purchases, but we do operate within the limits of the 30-day money-back guarantee and the one-year warranty we offer with our products.

  Customer Answer

  Date: 08/23/2023

  The unit costs.over 100 dollars and only a few days out of there one year warranty. They were not helpful at all .
  
  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 the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Bill ******

• Initial Complaint

  Date:03/30/2023

  Type:Product 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 bought a ******** Gen 40 Heater and received it on 02-04-2023 I bought the heater for $248.73. I sent an email on 03-06-2023 stating the heater was not working properly. They sent an email back with troubleshooting tips, which worked/helped for a couple of days, then the heater completely stopped working. After a handful of emails sent they sent me the return information. I sent email asking if they will be refunding my shipping cost due to how expensive it was $42.07 and the heater had to be return due to no fault of mine. I sent the receipt to them. Nobody would answer my email in regards to shipping. I did receive a refund for the heater, but not the shipping. I emailed them on 03/07/23 asking about the shipping and still no reply. I do not feel that I should have to pay for shipping for poor quality heater that quit working days later, especially when the heater cost me $248.00

  Business Response

  Date: 03/31/2023

  In response to the above complaint, I would like to say that the return shipping after the initial 30-day time period is the responsibility of our customer.  We usually offer a pre-paid shipping label at our cost, and that was not done.  Since that oversight occurred, I will refund the shipping costs of $42.07 by check.  Please allow up to 30 days to receive this refund.  I would be glad to address any additional concerns.  Kelly Hill 

  Customer Answer

  Date: 03/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** ********

• Initial Complaint

  Date:01/09/2023

  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.

  January 9, 2023 letter to ******** that accompanied the return of the unit: ******** **** ******* **** ** ******* *** ***** RE: Order *******  Dear Sirs, I have been trying to reach your company since November 5, 2022, regarding my unit purchased October 20, 2022, that does not work. I have called both customer support numbers on your website ************* * ************) over 10 times receiving a “mail box full” message the last 8 times. I have emailed you through your website email customer support request feature on two separate occasions, the first being December 15, 2022 and the second being January 1, 2023. These email attempts were after 8 phone calls without being able to reach a representative or receive a call back from your company. I have since called twice more getting the same “mailbox full” message. My ******** Gen21 Heater/Cooler on order #****** stopped working completely 2 weeks after receiving the unit at the end of October. I have done business with your company since 2012 and have purchased 3 other units with no issue. Your lack of access to customer service is unacceptable not to mention super frustrating as a long time customer. I am returning the unit with this letter and other support documents since I am not able to contact anyone at ******** regarding my issue to obtain an RMA. I am hereby requesting a full refund in the amount of $290.09 plus return shipping costs estimated at $30.00 for a total refund of $320.09. It is extremely disappointing that ********’s customer appreciation and support is no longer. I am also filing a complaint with the Better Business Bureau in hopes that ******** will make good on my request for a full refund for my purchase.

  Business Response

  Date: 01/17/2023

  We will process a full refund upon receipt of the product.  We will also refund the cost of shipping if the customer will send (mail, email, fax) the receipt.  I left a message for the customer to that effect.

• Initial Complaint

  Date:01/05/2023

  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 a Bio SpeedCLEAN VX 200 Vacuum Cleaner costing $200 in 2021 which malfunctioned for no reason of mine as I followed all the directions in the booklet which came with the vacuum, company replaced it in 2022, again machine malfunctioned and now company is refusing to replace the part of the vacuum that is not working, the motorized brush head. Their customer service rep is telling me to go to a local vacuum clean supplier and fine a motorized brush head that will fit this machine which is impossible to find.

  Business Response

  Date: 01/17/2023

  Customer spoke with supervisor - we are exchanging the product out of warranty to satisfy customer.

• Initial Complaint

  Date:12/21/2022

  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 purchased the **** **** VX 200 vacuum cleaner and from day 1 it never worked. It would run for a few seconds and stop. I contacted **** **** and they said I needed a new battery which they sent. The new battery did not work either. When I contacted **** **** again they said they had many of these vacuums that were defective. They could not send me a new vacuum at the time because they were out of stock and that I needed to contact them periodically to check when new vacuums came in. When I checked back in they told me that they would not send me a new vacuum and they were only willing to send me a partial refund. I refused the refund and finally got them to replace the vacuum. Before sending out the new vacuum, they told me I needed to send the old one back which I did. Once they got the vac back they sent me a letter telling me that the vacuum was out of warranty and there was nothing they could do and would not send a new vacuum. The unit never worked and the whole process has been frustrating. I try to contact customer service and they do not answer. After remaining on hold for long periods of time the phone just disconnects. Now I am out of patience, the cost of the vacuum, and the old vacuum. i would like for them to stand behind their products and either send me a full refund or a replacement vacuum that works.

  Business Response

  Date: 12/21/2022

  This customer was told in April to return the vacuum for a replacement, and waited until December to do so.  The warranty on the vacuum expired in June; however, we will send a replacement unit and consider the matter resolved.  

• Initial Complaint

  Date:11/15/2022

  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.

  9/13/2022,I purchased the BioSpeed Clean cordless vac. When it arrived i tried it out,i found there was a defect in the product charging port.I returned the vac around the 15th of sepetmber,2022,asking for a refund in the letter i sent along with the product.My customer id#listed below. ID#********* ************* ****************************

  Business Response

  Date: 11/15/2022

  The customer was refunded in full on September 30th.  $238.56 was refunded back to the MasterCard ending in **** (the same card used to make the purchase).  We have had no correspondence from this customer since letting us know (on September 27th) that a refund was requested.  

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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.

  Three (3) items were purchased on the beginning of August. Items were received and unsatisfactory. Multiple attempts have been made to refund. Customer service is avoiding any sort of return process in order to deter returns of product. ******** ******* ** ************ *** ******** * *

  Business Response

  Date: 09/09/2022

  I spoke with our customer yesterday, and assured him we are refunding his full purchase price upon receipt of the unwanted order.  However, he is responsible for return shipping.  He was offered a return shipping label at our cost through UPS ($11.98); he also has the option of returning via any method he chooses.  He did agree to have the $11.98 deducted from his refund, although he was very adamant that he feels return shipping should be covered by our company.  I told him it is not part of the purchase price and is not covered.  The refund for the product has never been in question, only the return shipping cost.

  Customer Answer

  Date: 09/12/2022

  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 the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Company states 100% satisfaction or a full refund, however if I am paying shipping that is not a full refund and is only a partial refund.

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

  Business Response

  Date: 09/12/2022

  We guarantee a full refund of the purchase price.  This does not include return shipping.

• Initial Complaint

  Date:07/15/2022

  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 have purchased 5 EdenPure Oxileaf II Thunderstorm Air Purifier’s from ******** a subsidiary of Suarez Industries Inc., located at **** ******* *** *** ******* ** ********** Each Thunderstorm is $129, I purchased these over the last 2-1/2 years. I have had to send each one back at least once and a at least three of them back twice. The warranty is good for one year. This past June I sent back two of the units and left a note in the package to call or email me with what they will do. I called customer service to inquire what the status was with the repair/replacement, I was told that they threw them out and will not replace them because they are outside of the warranty timeframe. I asked them to send them back and they said they can’t since they don’t have them. Then I asked for a replacement/refund since I paid for them and they threw them away. They said no they would not do that. I was told by customer service that these units will only last about 2 years if run constantly, which is the point since they are air purifiers. I also mentioned that the new/replacement units that they sent me come with paperwork that states that there is a 1 year warranty on that unit. I am very concerned with the lack of transparency and deceptive business practices that ******** is doing. No where did it say that these units will only last about 2 years and that a replacement will not be covered by the warranty that comes with each replacement. I have 3 other units that are not working or are on it’s last legs that should be covered by the warranty.

  Business Response

  Date: 07/15/2022

  We have record of four units being purchased from our company, and they were purchased with a BOGO offer, so the customer only paid $258 + tax for the four units.  This amount is being refunded.  Our warranty states ANY REPAIRED OR REPLACED PRODUCT SHALL BE WARRANTED TO THE ORIGINAL PURCHASER ONLY FOR THE LENGTH OF THE UNEXPIRED PORTION OF THE ORIGINAL LIMITED WARRANTY PERIOD.  I have explained that to Mr. ******.  Our company has gone above and beyond by refunding him for the four units purchased since two were bought in October 2020 and two in March 2021.  There were four exchanges in the time since purchase and then two units were sent back three months past the expiration of the warranty.  We have no record of a fifth unit being purchased through our company.

  Business Response

  Date: 08/04/2022

  Again, we need a statement from the credit card company to that effect before a check will be sent.

  Customer Answer

  Date: 08/05/2022

  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 the offer I reviewed appear below.
  
  [This is just ridiculous your company can not even refund properly.  I was told I would be receiving a check. ]
  
  Regards,
  
  ****** * ****** **