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:11/03/2024

  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.

  power head beater bar part broke they only email no phone number that they answer always says the ****** subscriber is unavailable- left messages no call back- email response appeared to be an automated bot weird responses.. had to check back multiple times to force the next reply in the end they wanted my name address and payment info to sell me a new power head. never answered me regarding parts?I ended up buying one locally that cost me $350 this is terrible business practice and feels like a scam and an overseas company with a ghost location in ****

  Business Response

  Date: 11/04/2024

  I will reach out to the customer personally to see this resolved.
  
  He was messaging our representative ****, who's time difference is quite different then ours in ****, she's also been going through weather troubles where she lives which may also be affecting her response rate. We do email only as our CS is only 2 people with 1 who over sees it so it allows us to answer more people in a timely manner.   I apologize this has taken longer than expected for your issue to be resolved. Especially with the weekend taking over.  I see that you bought another unit, if you can return that, i will send you a head for free for the inconvenience that this has been for you. And have it expedited. I will be contacting the customer in-case he does not see this.

• Initial Complaint

  Date:09/16/2024

  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.

  This company has no business selling vacuums. They don’t work as advertised. I’ve tried a few of their models and they either require extra attachments that don’t even fit the vacuum, or they stop working in less than 5 times using the product. They only offer a 60 day return policy, which given how horrible their product is, is not enough time. If they actually stood by the quality, they would make it a year, like most other legitimate companies would do. I paid close to $700 for a product that is not at all reliable. I would like to return and get my money back.

  Business Response

  Date: 09/16/2024

  Hello, I apologize about the experience you have gone through with Prolux, trust me when I say I understand how that is. If a refund is what you are looking for I am happy to oblige, please respond to the email thread you had with our representative Mary and I will get you taken care of. Please say you are looking for Steven.

• Initial Complaint

  Date:11/20/2023

  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.

  The product is garbage, quality not as advertised. Dirt does not even enter bag just flies out-of machine. Contacted was ignored. Lied to told I was emailed when I was not. I just want to return but will not tell me how to.

  Business Response

  Date: 11/20/2023

  Customer reaches out on November 13th, 2023. We responded on the 14th. Never got a response until they emailed us again on Saturday the 18th. Return information has been given to the customer. We pay shipping and offer a prepaid shipping label. Customer also states the vacuum doesn't pick up. Which if it's being used on hard floor surfaces it wouldn't since a spinning brush roll on hard floor surfaces would kick the dirt and debris backwards. The brush roll would need to be removed in order to used on hard floor surfaces. Our commercial 6000 is meant to be used on carpet.

  Once the vacuum is returned, a full refund would be issued. Once we receive the vacuum we will also test it and see if there's anything truly wrong with it.
  

  Customer Answer

  Date: 11/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: they did notvemail me until I reached out a second time after they saw this complaint. I said nothing about a bare floor I know how to vacuum and would nor use a spinning brush on bare floor. I said the overall suction is horrible and the dirt does not stay in bag inside of vaccum is covered. Overall quality is not as stated.
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 11/20/2023

  I will be returning item for refund. As long as this happens I am satisfied with thec esults.

  Business Response

  Date: 11/21/2023

  Do we need to send the return information again? Or were you able to find in your email?

  Let us know.
  

• Initial Complaint

  Date:08/23/2023

  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.

  They NEVER answer their fon and I need a replacement part. I like to think that an almost 400 USD vacuum is not disposable. Can’t get anyone to return my calls for the last two + months

  Business Response

  Date: 09/05/2023

  Good morning. Due to our small customer service department of 3 people. Email will be the best way to reach us. As it allows us to help more customers in a timely manner. We also don't have any work phones here at Prolux. We see that the customer emailed us twice which we have responded to. If customer can email us back, we can expedite any replacement parts.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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.

  - Product claims to have a warranty. - Product broke after 7 months - Contacted company about replacement or refund, and Prolux asked me to send in a picture of the damaged/faulty product and my receipt. I emailed these documents within 24 hours - After 2 weeks I received no response - Sent two additional emails after realizing there is no telephone number to call listed on website - Company refuses to response to me and honor warranty

  Business Response

  Date: 08/22/2023

  Screenshots will be attached of the conversation with customer. Showcasing that we have been responding and the customer is the one not getting back to us.

  We are glad to honor our warranty but if the customer can't get back to us we can't help them.
  

  Customer Answer

  Date: 08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have checked my email multiple times a day, every single day, and no messages have been received from this business. These messages were never sent to me. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 08/22/2023

  I am unsure how it benefits them to lie about this, other than it saves them money on replacement parts. I feel like it's pretty obvious from the screenshots they sent, that those messages were never sent to me, but rather sent to themselves in some sort of an interal system. As proof, I am sending a screenshot of the results to a search of my email account where it shows all communications received with prolux in the name. Their email account is has prolux in the title. I am sending the single message they responded to, and my response to them. You can see there has been no follow up. I would be happy to receive a replacement, but I cannot click on a link that was never sent to me. I am unsure what else to do. I would ask that they contact me by phone, but I cannot click a link to see what is in there on a phone call either. I am starting to feel this company is a scam. I just need them to make a real effort to contact me. My email, which you already have is *******************, and my phone number is ###-###-####.

  Business Response

  Date: 08/22/2023

  It was sent to your email. See the screenshot attached. Is your email not: *******************?

   

  I would check your spam or junk folder. Better yet, email us again and we can you any replacement parts you may need instead of communicating with us through the BBB complaint center.
  

  Customer Answer

  Date: 08/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have still received no communication from this company and am unsure of how to proceed if they refuse to contact me and just want to fight about messages that I did not receive. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 08/23/2023

  I have still received nothing from the company. No phone call, no email. If they are willing to replace the item as they say, why can't they resend the emails that I did not receive. That should have been a very easy first step for them, but they will not do it. Can you see if they will forward me these emails or call me? They will only respond to BBB and have not communicated to me at all. I can't take an action on something that I have never received. As you can see from their email screenshots, they have "closed" this case and have no intention of trying to contact me.

  Business Response

  Date: 08/23/2023

  Got in touch with the customer via email. A replacement part is being sent out tomorrow.

  Customer Answer

  Date: 08/24/2023

  
  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. There has been no shipment or tracking information given to me, so if the part does not arrive. I will reopen a case.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/06/2023

  Type:Delivery 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 received the prolux buffer with no bottom piece to connect the brush... I have called and it goes straight to voice mail... All day but says they are open from 7:00a.m. - 3:30pm Mnt time. They never answer the phone... and Take forever to contact you back through email.

  Business Response

  Date: 07/06/2023

  Customer emailed on July 5th at ****** regarding missing a vital attachment for the floor buffer. We responded to the email today at 7:13am asking for a picture so we can get the customer the correct part. Since then, I have communicated regarding that we have shipped the customer a replacement part. Tracking number for that replacement part is: 9461211206215583832807.

  Customer also mentioned that we don't answer the phone. Which is correct, here at Prolux our customer service department is very small (2 people). We have found that emails allow us to help more customer inquires in a timely manner. Due to not having work phones, we check and answer emails 7 days a week.
  

• Initial Complaint

  Date:01/26/2023

  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.

  The Prolux vacuum cleaner company claims to have a lifetime warranty on their products. This sounds good in theory, however they do not answer their phone when you call them for a claim or assistance with a product. They also do not return voice mail messages. If you look at their ******** page you will find many people complaining of the same issue.

  Business Response

  Date: 01/26/2023

  Thanks for the BBB complaint.

   

  You can contact us at ************************************** or **************************************** and we'll get you taken care of asap.
  

   

  
  

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair 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.

  Bad vacuum. I returned/ exchange once due to a bad foot lever that is supposed to turn the brush roller on off but did not work as well as the bottom casing had manufacturing fitting issues. I wish I would have requested a full return at that time but assumed my problems would be fixed. I was very wrong. The issues only got worse. The roller stopped working entirely. The neutral/ on mechanism was non functional and therefore the roller did not work unless I manually forced it to work. The unit then seemed to lose suction. Not entirely but significantly. I checked the hoses and changed the belt and bag but nothing improved this vacuum. It is very poorly made. I used it in a residential non commercial use on quality short non high **** carpet and was not used or abused in any way. It simply is a very poorly made vacume. I do not recommend anyone buy this vacuum you will only be disappointed. To top things off after tolerating and giving this thing every opportunity to work it simply came to a point it was completely nonfunctional and I requested a refund but was told parts were only covered. I did not want any part of this vacume fixed or replaced. I believe it would not be any better than the first or second one. I would like a full refund.

  Business Response

  Date: 01/21/2023

  Customer purchased a demo vacuum unit  for $179.99 back in May of 2022. After several issues and replacements being sent. Customer was not happy with their purchase and asked for a refund on 1/19/23 along with other warnings for different complaints to every consumer protection agencies and legal action.

   

  Even though the customer was outside of the return policy and not willing to work with us. We have refunded him, his $179.99.
  

  Customer Answer

  Date: 01/23/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/02/2022

  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.

  We purchased a central vacuum from this company in August 2016 through Amazon. After a year or so the vacuum stopped working and was returned under warranty for repair. The company sent a refurbished one to replace it stating that the circuit board was bad. After a few months, the refurbished replacement quit working and was also returned. A brand new vacuum was sent to replace but after a month or so, the vacuum wouldn't turn off. The only way to cut it off was to unplug. This was also returned to the company and we were sent a demonstration model per the paperwork. This vacuum was put up and immediately lights started flashing saying it needed to be sent for repair. The vacuum wouldn't even turn on. This has been a very frustrating situation considering everytime we had to pay shipping charges ranging from $100 to $200 for shipment plus a check to the company for the vacuum to be returned to me. All I want is a vacuum that works and doesn't have to be returned every few months.

  Business Response

  Date: 08/03/2022

  Customers unit was purchased in 2016. We have been honoring the warranty which in the manual the warranty info is explained. Customer is responsible for shipping and we cover all parts and labor. Since then, we are have revised our warranty and we now cover everything... shipping/parts/labor and so on. From the customers latest message it sounds like the issue is more towards his low voltage wiring and not our unit. Regardless, we are going to send him a new unit and have him check some things so we can pinpoint the issue.
  

• Initial Complaint

  Date:07/28/2022

  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.

  On June 28 I sent an email asking about the cordless backpack vacuum, and got a response that same day. They also 100% GUARANTEE that if not satisfied within 30 days of receiving I CAN GET MY MONEY BACK. Even I’d buying the demo version. First saw it, Embarrassingly cheap. Wouldn’t last long, and like half the size. And worst is having to clean the filter, it sounds like just take out the self cleaning hepa filter. But no it’s definitely not self cleaning, You/I had to clean it. And what looks like a sturdy brush is more like a 1/4 sliced toothbrush. So you get that filtered fine dust on you, then eyes swell up. I bought it 6/18/2022. O also I saw PayPal when I started the paying process then at the moment of paying it starts a drawn out process and before you know it there’s no PayPal. Buy sure so invested that it’s like , well fk! At least you have that within 30 days 100% guarantee. Unlike that first email response on the same day. I’ve emailed right after the first week of having received it, used it cleaned it I am not satisfied with this allergy activation machine. O and the powered head, should have a heads up. Cause once you turn it on it’s off, and if your older a mom or a frágil person. Your going to get hurt. And the constantly pulling it back fighting you. It’s a joke. I want my money back just as guaranteed by them. And they won’t answer or respond. So I get the bad feeling that they’re going to run out the 30 day clock.

  Business Response

  Date: 07/28/2022

  Customer emailed unhappy with his purchase.

   

  We offered him the choice of return for refund or exchanging it for a different model which he was interested in. We have yet to hear a response from him after our emails. Screenshot attached.