ComplaintsforAlen Corp

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Safety and Health Concern

  

  Business response

  12/19/2023

  We have reached out to the customer to offer a remedy and clarify their desired resolution. We are currently awaiting the customers response.  

  Customer response

  12/20/2023

  Complaint: 20844468

  Original letter from Alen Corp.:

  Chel (Alen)
  Oct 27, 2023, 4:25?PM CDT
  Hi *************
   
  My name is Chel, and I am a supervisor with the Alen Customer Experience Team.
   
  I am reaching out to you because of a negative *********************** review from earlier this year. I wanted to apologize for any inconvenience or frustration that you may have experienced and to see if your issue was resolved. 
   
  After reviewing your account, I have verified that you were refunded for multiple filter orders. However, I am following up to see if there is anything else that we could assist you with. 
   
  Thank you for being a valued Alen customer. Please let me know if you have any questions or concerns. I am always happy to help.
  Take care,
  Chel
  Alen Advisor
  
  Alen Corporation, **********************************************************
  ******, ** ***** | Telephone: **************

   

  I am rejecting this response because:

  
  To Whom It May ******* (BBB & Alen Corp.):
  I purchased a total of four 45i Alen Air Purifiers. We have several complaints about The Alen Corp. Complaint one was the initial purchase of two Alen Purifiers and complaint two was the purchase of the other two Alen Purifiers:
  1) On April 4, 2019, order #ALNC121084S, we purchased BreatheSmart 45i (2-Pack) Master Bedroom Allergy & Asthma Air Purifier Bundle - HEPA-Silver +$15 / White ********* 1 Total: $888.00. I received the two units on April 10, 2019 delivered by **** Approximately , one year later I had sensor issues with my one unit, Alen reps. sent me a sensor compressor kit on April 13, 2020 to clean the unit more thoroughly than normal (mailed me an air spray can and new mini filter where you spray the fan with air to clean the fan better. This nonsense went on, until approximately a year later on 06/08/2021 that same unit finally broke, it would not stay on a clean air (green light mode) .Alen Corp. stated the unit was defective and an old style, stating these units have air sensor problems. On May 19, 2021 , FYI side note: crazy day, happened to be the same day my ex-husband passed away ?! .. is the day I received a replacement from Alen Corp. which was a used, old broken 45i Alen Air Purifier,(unit would not turn on, and the unit was a mixture of a new and old version of a 45i ) , I returned that unit and was finally sent from Alen Corp. a supposedly new unit as per the warranty on 06/12/2021. Now this unit would not show if a filter was old, it would just keep running like the filter was new.Sometime after I received the warranty replacement, was when one of the Alen reps removed my information of a warranty registration for this original order and out went my filter replacement orders as well , as for Alen Corp. to say ..services had been rendered for those units .. can you imagine , no warranty or filter record , so they said ! It was after this time that I began receiving compromised filters. Compromised meaning, filters from Alen Corp. were sent with holes in the wrapping plastic that were enclosed in a shipping box , that Alen Corp. also enclosed in another shipping box. I was concerned , and complained, but felt that maybe since the packaged filters were enclosed in another box that it was okay well, no they are not okay. We began to have breathing problems and lung infections (phlegm production on and off for two years, sneezing). I complained several times, escalating these issues even more in June/July 2022 and it just went awry , filters were now arriving in just one box with more holes in the wrapping plastic of the filters. More lies from Alen Corp. saying there filters were not compromised and they do not smell foul at all  ! On February 9, 2023, I told **** with Alen Corp. that I will no longer purchase air filters with them directly due to the filters being compromised. I even tried purchasing Alen purifiers thru Amazon, but had the same problems. And finally, we stopped using all four of our Alen Purifiers sometime in April 2023. Our health improved!!! And on April 25, 2023 I contacted **** with Alen Corp. to further inform him that not only were we unable to replace the filters, but the fact they made us feel unhealthy and sick causing us unusual phlegm production and sneezing. I asked **** if he wanted the purifiers back or even if they would purchase them back from us.**** first wanted to recoup the purifiers, and then rescinded, changed his mind and told me, You can drop them off at the dump for all I care! He also stated again, he had no record of the first two purifiers I purchased, or even any warranty registration or filter info !! Lies , and more Lies!!
  2) On January 27, 2021, order #ALNC227862S for (a) Alen BreatheSmart 45i True HEPA Air Purifier - Pure / White********* 1 Total:$429.00 . On February 1, 2021 I received from FED-EX (TWO) Alen BreatheSmart 45i True HEPA Air Purifier - Pure / White . FYI side note: Coincidence or not,our vehicle was side swiped badly that same day (grey/white truck paint ?!) .Due to the Covid-19 scare in US I decided to keep the second unit. I purchased that second purifier unit (order #******* for $390.18 invoice dated 2-3-2021) from Alen Corp. over the phone with ******* on February 1, *************************this second unit had a glitch in the door that needed to have the air purifier door to be shut several times in order for the unit to function properly . And it did work for me each time, whenever I cleaned or changed the filter as directed. Ugh!
  In conclusion, and a very important point to this entire complaint. I felt that all or some of the Alen Purifier units had some form of internet connection, and often felt harassment (i.e. noises, ears ringing,something ) during the late evening hours while the units were turned on and while we slept. My statement was, we did not feel safe or healthy while owning these four Alen Corp. Air Purifiers. By the way , Alen Air Purifiers are Made in *****, filters are also Made in ***** . To be exact, I read that the purifiers are Made in ***** and constructed in the US. As stated earlier, **** with Alen Corp. on April 25, 2023, first said he was interested in recouping these purifiers and then changed his mind, stating, You can drop them off at the dump for all I care! A week or so after I spoke with ****/Alen Corp., on April 29, 2023 I dropped off all four Alen Corp. Air Purifiers at the dump site. Our household was healthier in doing so. I would have given the units away, but felt scarred these units might make someone else ill as they did us .And, please forgive my side comments , not funny at all , but just to let you know how awful it got, an some ordeal it was for our household . I am an extremely compassionate and empathetic human being, and care deeply for the safety and well-being of other people in our society. I have a clear record of working hard, devoting myself to my career , in the public sector/service, and to family , etc . I spent a large amount of money purchasing these four units along with the filters, and in protecting the warranty. They were not cheap, I feel Alen Corp. needs to meet up to their promised obligations they advertise, (e.i.warranty, quality, record keeping practices, and to the health and safety of their customers). VERY IMPORTANT: There should be some sort of compliance/code laws made by the government/states in the US to implement thorough cleaning practices for all air purifiers issued and executed by all these air purifier manufacturers. (i.e. access to the inside fan area to clean the unit properly).Please respond.
  

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

  Second time stated, my response is:

  We would like to be refunded for the purchase of all four Alen purifiers, 45i units. On the original purchase, one unit failed within months. And the second purchase was a hassle as well. Read my original complaint. Alen Corporation, **** warranty was not an accurate description, misleading. Furthermore, Alen Corp. 45i  units were made in ***** , along with the filters , that caused us a lot of aggravation ; distress , distruss, etc. (especially at a time when a warranty should have been followed through properly and in the correct manner). It should not have been with the hassle and turmoil that we received. We are elderly people and relied on Alen Corporation company ethics along with the warranty given (ALEN PURE AIR FOR LIFE .. ALEN FOREVER GUARANTEE - LIFETIME WARRANTY, ). Please see images attached; documented registration (this was the so called Alen missing registration !?), Alen Forever guarantee, and the third on the unit I received on 05/19/2021 that also describes the warranty info.

  Please contact me with any further questions. Thank you for your assistance.

  Sincerely,

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

  

  Business response

  12/20/2023

  We have spoken with the customer directly and have agreed on a solution. 

  Customer response

  12/22/2023

  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.

  Hello *********************************** and to Alen Corporation, 

  
  Alen Corporation and I have agreed on a full refund on the 45i's that I purchased between 2019-2021 in the amount of $1668.36.

  
  I am not an attorney, nor do I know the complete extent of the malicious intent that Alen may have played a part in. I can only relay back to you what transpired between the interaction that I had with the Alen Corporation. As we both can gather, it sounded to me like severe discrimination, and was not a good business practice to take.

  
  Prior to my business dealings with the Alen Corporation, I had obtained my associate degree attending college on a (disabled) part time basis with aspirations of pursuing my education further. Due to overwork; taking care of an elderly mother, along with other outside influences, such as, unusually catching colds, recovery before and after graduation (stay at home), is when I began to purchase air purifiers. My concern began with having healthier household ventilation, and later came the Covid-19 threats and concerns. I choose Alen Pure Air Purifiers because of their warranty and good ratings. I had a pneumonia shot in 2015, no more colds, then in 2020 is when I began having excess phlegm production, an issue I still have.I did not need the unnecessary pressure, demands, and aggravation that was directed towards me and our household from the Alen Corporation. Regardless of this or that and needless to say, I will never be able to complete my education, or have my better career, etc.

  
  Thank you, I truly appreciate all the assistance that you and the Better Business Bureau of ***** has provided me, and at this time, what the Alen Corporation has provided me. Your compassion and hard work have been greatly appreciated.

  
  As an FYI, below are the emails most recently sent to me from Alen Corporation.
  
  Kent ************************ 
  From:******************************************
  To:******************* **********
  
  Wed, Dec 20 at 6:42 PM
  
  
  ##- Please type your reply above this line -##
  Your request (******) has been updated. To add additional comments, reply to this email. Thank you!
  
  Kent ************************
  Dec 20, 2023, 5:42?PM CST
  Good evening, ******, 
  
  It was a pleasure speaking with you earlier. I am reaching out to ensure that we send the refund check to the correct address. Is ***********************************************************************************;the best address to use? 
  
  Please let me know as soon as possible. I look forward to your reply and to continuing to assist you!
  Take care,
  Kent
  Alen Advisor
  
  Alen Corporation, **********************************************************
  ******, ** ***** | Telephone: **************
  
  This email is a service from Alen. Delivered by Zendesk
  [RDDW33-N61DR]
  
  
  
  
  
  
  
  
  ************************;
  From:******************
  To:Alen
  Cc:*******************
  Bcc:*****************************
  
  Wed, Dec 20 at 9:27 PM
  
  
  
  **********,
  
  
  Our home address is:
  ********************************************************************************************
  
  
  Thank you for your assistance.
  
  
  *******************
  
  
  Show original message
  
  
  
  
  ************************;
  From:******************
  To:Alen
  Cc:*******************
  
  Wed, Dec 20 at 9:28 PM
  
  
  
  **********,
  
  
  Our home address is:
  ********************************************************************************************
  
  
  Thank you for your assistance.
  
  
  *******************
  
  
  Show original message
  
  
  
  
  Kent ************************ 
  From:******************************************
  To:******************* **********
  
  Thu, Dec 21 at 4:26 PM
  
  
  ##- Please type your reply above this line -##
  Your request (******) has been updated. To add additional comments, reply to this email. Thank you!
  
  Kent ************************
  Dec 21, 2023, 3:26?PM CST
  Hi ******, 
  
  Thank you for confirming your address. I hope that you had a wonderful evening! Earlier, I forwarded your address and refund information to the appropriate parties along with the questions we discussed on our call yesterday. As soon as I hear back from them, I will contact you with an update. 
  
  To ensure that we relay any updates in a timely manner, you may receive an email from one of the Customer Experience Supervisors; Chel or ********. They have both been fully informed. However, I assure you I have taken ownership of the situation and will get this resolved as quickly and efficiently as possible and I will remain your primary contact with Alen. I look forward to speaking with you again soon, and I more than appreciate your time and continued patience. 
  Take care,
  Kent
  Alen Advisor
  
  Alen Corporation, **********************************************************
  ******, ** ***** | Telephone: **************
  
  
  ******************* **********
  Dec 20, 2023, 8:28?PM CST
  Show original message
  
  
  
  
  ************************;
  From:******************
  To:Alen
  Cc:*******************
  Bcc:*****************************
  
  Thu, Dec 21 at 11:22 PM
  
  
  
  Thank you ****. Your professional demeanor and kindness are very much appreciated. 
  
  
  Show original message
  
  
  
  
  ************************;
  From:******************
  To:Alen
  Cc:*******************
  
  Thu, Dec 21 at 11:22 PM
  
  
  
  Thank you ****. Your professional demeanor and kindness are very much appreciated. 
  
  
  Show original message
  
  
  
  
  ******** ************************ 
  From:******************************************
  To:******************* **********
  
  Fri, Dec 22 at 2:46 PM
  
  
  ##- Please type your reply above this line -##
  Your request (******) has been updated. To add additional comments, reply to this email. Thank you!
  
  *************;************************
  Dec 22, 2023, 1:46?PM CST
  Good afternoon, ******,
  
  My name is ******** and I am a supervisor with Alen Customer Experience. **** has stepped out of office. He reached out to me and asked that I provide you an update regarding your refund. 
  
  Our finance team has informed that we are currently projected to get the check mailed out next week. Once it is mailed, it should arrive to you within two weeks via certified mail. **** asked that I also express his sincerest apologies that he is unable to expedite this process any more than that due to the upcoming holidays, and that he truly appreciates your continued patience. 
  
  Furthermore, **** requested that I inform you that Alen is closed on Monday 12/25 & Tuesday 12/26 in observance of the holidays. Should you reply within that timeframe, he will reply as soon as possible. 
  
  Again, we thank you for your patience, and look forward to continuing to assist you. 
  
  We both wish you the happiest of holidays!
  Take care,
  ********
  Alen Advisor
  
  Alen Corporation, **********************************************************
  ******, ** ***** | Telephone: **************
  
  
  ******************* **********
  Dec 21, 2023, 10:22?PM CST
  
  Thank you ****. Your professional demeanor and kindness are very much appreciated. 
  
  
  On Thursday, December 21, 2023 at 04:26:15 PM EST, Kent ************************ <******************************************> wrote:
  
  
  
  
  
  
  Kent ************************
  Dec 21, 2023, 3:26?PM CST
  Hi ******, 
  
  Thank you for confirming your address. I hope that you had a wonderful evening! Earlier, I forwarded your address and refund information to the appropriate parties along with the questions we discussed on our call yesterday. As soon as I hear back from them, I will contact you with an update. 
  
  To ensure that we relay any updates in a timely manner, you may receive an email from one of the Customer Experience Supervisors; Chel or ********. They have both been fully informed. However, I assure you I have taken ownership of the situation and will get this resolved as quickly and efficiently as possible and I will remain your primary contact with Alen. I look forward to speaking with you again soon, and I more than appreciate your time and continued patience. 
  Take care,
  Kent
  Alen Advisor
  
  Alen Corporation, **********************************************************
  ******, ** ***** | Telephone: **************
  
  
  

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

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've recently purchased an air filter from Alen. When it was being run it smelt of heavy formaldehyde and want to return it immediately. However, I've tried reaching out through calling/ voicemail and over email and still no response. I need Alen to proceed with my return as mentioned in their "60 Days Love It, or Return It guarantee".Additional information:Date of transaction: 12/15/2022 Order number: ALNC400775S Amount paid: $874.88 Product: Alen BreatheSmart 75i True HEPA Air Purifier - White / Fresh

  

  Business response

  02/02/2023

  I have reached out to the customer today to inform them we have limited visibility into orders with 3rd parties, which prevents us from being able to handle returns/exchanges or refunds easily. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I originally purchased my air purifier they required I join the filter subscription program to validate the warranty, but they made a mistake and charged for a filter I did not need for 9 months, they did refund me. In 9 months they sent me a text with a link to get my new credit card number, since it had expired, for the subscription, which I clicked on and entered my number. A glitch in their system created a second subscription and charged me twice. When I wanted the second charge refunded I had to wait for the filter to be sent, send it back, and wait for the refund of the unauthorized charge. One problem with this was my printer did not work to print the label, they said they had mailed it to me several times but I never received it. At this point I have no trust in the Alen Corporation, I asked to speak to a supervisor, I don't think he was a supervisor, he could not help me or reassure me that they could be trusted. At this time, my unit had malfunctioned and I was afraid to send it back but had no choice. Now, today I received a new unit, but it is the WRONG ONE, even though they required me to email all the details. The cover they had me keep and the filter I purchased don't fit the unit they sent. I have wasted so much time dealing with their mistakes, I feel like the only way to resolve my problem is to drive to ***** from ********* to make sure it is taken care of correctly but I don't even know if they are a real or reputable business.

  Customer response

  10/06/2022

  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. 

  *************** to your message regarding my complaint.  Alen Corporation has responded and taken care of the problems that I had with them.  Thank you so much for your help, they did respond immediately once you contacted them.

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased an Alen air purifier (with lifetime warranty as long as subscribed to filter shipments). These are very expensive units as are the filters with the filters costing $129 each. My filter arrived with carbon leaking out of it completely covered. The representative I spoke with was less than helpful and offered no immediate or timely resolution. We invested in such an high dollar product because of a family member with asthma and with our current season change this is the most important time of year to have this unit functioning which thanks to alen and the quality of the filter that arrived it is not. I was told I could try and clean the filter and ruin who knows what in my house trying and getting it everywhere and for $129 I should have to clean the filter. No where on the site does it disclose this was even a possibility and the picture shows a beautiful clean white filter not a black powdery covered filter that I am supposed to clean before using. The rep again was condescending and rude and pretty much said tough luck had no sympathy for their companies mistake/issue it is causing as we are now having to purchase a different unit locally for our immediate needs. ****** states she cannot expedite shipping or essentially do anything and when I asked for a supervisor I was told she could send a message but they probably wouldnt be available today as she didnt know what their schedule is like. What type of customer service is this when you cant assist with anything and have no idea when supervisors are available. Leaving us going into a weekend again with no solution or resolution. We have two units with this company and both of them were very pricey as they claim to stand by their product yet have reps who do and say otherwise.

  Customer response

  09/23/2022

  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 spoke with another member of the Alen team provider more photos as the unit did in fact have a hole in it. Alen is shipping me replacements, while they couldnt overnight it which they did explain as to why this is much better than my original interaction with the company.
  
  Regards,
  
  *********************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number ALNC294943S November 25, 2021 Alen BreatheSmart FLEX Certified Refurbished Air Purifier ------------------Problem The lock button is not working, and this problem happened when I received it. I have done everything including resetting the device and STILL the button does not do anything after holding 3 seconds, 30 seconds.even tapping a million times.it just completely malfunctions.------------------------According to the guarantee on their website, the products I bought directly on their website are automatically registered, and this unit should have a one-year warranty.But they claim that the warranty is only valid for brand new products, which is not stated on the website but only told when I asked how to repair it. This is obviously an act of modifying the warranty rules after the purchase.------------------------------Requested Repair the item under the promised warranty.

  Customer response

  06/16/2022

  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.
  
  Regards,
  
  Yu-***************

*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. ↩