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:07/25/2023

  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 purchased a new **** filter that is an FDA approved medical device from ****** ***** in mid-late January. It came in late January and it stopped working in less than two weeks. I have made multiple attempts to contact the company. I have called, left voicemails, and sent emails. I have also called around to find any local service techs who can work on it and no one has been able to service that specific item. I have called my credit card company and they are unable to open a dispute because it has been six months since the purchase date. I have, however, made multiple attempts in a timely manner to contact the company to resolve this.

  

  Business Response

  Date: 07/25/2023

  I spoke with ******* today and apologized for the confusion.  She was in our database as an existing customer from 2009 who purchased from a local Distributor.  When she called and left an email, she and her emails were directed to that local Distributor.  Our customer service person did not realize that her recent purchase was from our website.

  The local Distributor was undergoing a management/ownership transition on February 1st, and this appears to have fallen through the cracks.

  ******-*** has issued a full refund to ******* for the Defender that she purchased on our website, plus we are ALSO replacing that Defender with a new one at no cost -- again with our sincerest apologies.  

  The local Distributor will also follow up with her to ensure that all her other needs are addressed.  She has my direct line and cell number for the future in case she ever needs additional help.

  

  Business Response

  Date: 08/09/2023

  Julayne's full refund was processed on July 26, 2023.

  Her first unit, which we will be picking up, was delivered on January 18, 2023.

  The replacement unit, which was sent to her at no charge, was delivered on July 27, 2023.

  The attached documents show proof of all three of these transactions.

  In addition, our local distributor is sending a service technician to inspect her other products and to retrieve the original unit which she was not satisfied with and for which the full amount was refunded.  

  ******* scheduled that appointment with the service technician for August 10, 2023 at 1:00 pm.

  I have had several calls and emails with ******* and I believe at this point all of her concerns have been addressed to her satisfaction.

  Customer Answer

  Date: 08/11/2023

  [I had waited to respond until everything was sorted, which happened yesterday.  Both ******-*** and the separate service provider were prompt and responsive. The service provider took more time to coordinate with some phone tag and my being out of town; the extra week or so was not from their efforts. I hope the complaint with ******-*** can be updated with the resolution as that was nearly immediate.]
  

  I was contacted by an executive of the company immediately, and he was very eager to make things right. I received a replacement unit, a refund for the struggles, and he made certain to connect me with an authorized service technician. I am very satisfied with this outcome. 

• Initial Complaint

  Date:04/15/2022

  Type:Delivery 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.

  Last week I ordered and paid for the smokers bundle of replacement filters for my defender air purifier which contains 1 hepa filter and 4 charcoal prefilters (order# FQ 4091). When the package arrived today it only contained the hepa filter, so they shorted me all of the prefilters (this is the 2nd straight time they've shorted my order. I tried calling customer service multiple times from my home phone only to get no answer. I finally tried calling customer service from my cell, the call from a different number did get answered but the lady on the other end of the line pretended she couldn't hear me and then hung up on me. Now they won't answer calls from either of my phone numbers. I demand the 4 prefilters I paid for immediately before I file a lawsuit against this company for fraud!

  

  Business Response

  Date: 04/18/2022

  We received *** *********s order on April 11, 2022 and shipped it the very next day.  It was delivered on April 15, 2022.

  ********** was closed on Friday, April 15, 2022 for Good Friday, where we give our employees a 3-day weekend since many of them travel that weekend to see family. 

  Even so, one of our remote customer service people answered *** ********** call after hours to try to help him.  No one has tried to avoid *** ******** or hang up on him -- the company was simply closed on the day he tried to reach us.

  This morning, Monday April 18, 2022, the Customer Service Supervisor Jeremy Swope responded to *** ********, apologizing for any confusion.  *** ******** was sent the four filters that he claimed were missing from the shipment at no additional charge.  Also, ****** included two EXTRA filters for *** ******** -- an $80 value -- for any inconvenience that he experienced.

  Customer Answer

  Date: 04/18/2022

   

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ********
  
  
  
  My cats and I all have breathing problems. Consequently we need our air purifier running NOW. Putting my filters that I paid for in snail mail on a government holiday doesn't cut it. I guess I now need to contact my attorney.