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:03/25/2025

  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 Maxx Air fan with remote July 16th 2024. Ever since I bought this fan I've experienced problems with the remote controller for the unit. The problem I'm having is the buttons on the remote do not correlate to the input that it's supposed to relate to. For example when I push the up arrow to increase the speed of the fan it will close the lid entirely and shut the device off as if I push the power button. The buttons are all random and they never do what they're supposed to do. I reached out to customer support and they sent me a new remote controller. I experienced the same issues with the new remote so they sent me another remote. I again experience the same issues with the other remote and I now have three remotes that I'll do the same thing. I told the company that I wasn't happy and that I do not want another remote because that is not the problem and they insist that the remote is the only thing that could cause the problem. I would like other consumers to know that for the price of this item it is ridiculous there is not a better remote control and I've seen multiple people online with the same issue so you should be wary to purchase another one of these again since the company tries to say that it's the remote so they don't have to replace the unit. I'm still currently under warranty but I'm done trying to receive new remotes that will not fix the problem. I would like to reach out to the parent company to let them know. Thank you.

  Business Response

  Date: 03/26/2025

  Hello, and thank you for reaching out with this concern.
  I’ve reviewed the correspondence between our Customer Service Agent and the customer, and I see that multiple remote controls were shipped under warranty. Given that the issue persisted after the second replacement, it would have been beneficial to offer a replacement PC board, as this appears to be a communication issue rather than a remote malfunction.
  If the customer is still interested in resolving the issue, we would very much appreciate the opportunity to provide them with a properly functioning product. They are welcome to reach out to our Customer Service team for further assistance.
  Additionally, I noticed part of the customer’s description suggests a potential issue with incoming power, which could be triggering a safety shutoff for the fan. Our technical team has extensive experience in troubleshooting and would be happy to assist in diagnosing the root cause.
  Again, I appreciate you bringing this to our attention and giving us the chance to ensure the customer receives the best possible support. Please let me know if I can assist further.

  Business Response

  Date: 04/03/2025

  We understand the importance of addressing their concerns and want to provide clarity on the situation. The warranty on this product has always covered parts only. Replacing the entire unit would require removal and reapplication of the sealant, which typically takes about an hour of labor. On the other hand, replacing the PC board is a simpler process involving the removal of the faceplate, replacing the PC board, and reinstalling the plate. This process usually takes around 15 minutes.

  Given that replacing the entire unit would involve the same outcome as simply replacing the PC board, it’s unclear why the customer would prefer a full replacement if labor costs were a concern. However, we’re committed to finding a solution that works for them, and if a full replacement is their preference, we’re more than happy to accommodate that request.

  I apologize for not leaving contact information in my original response. 
  The customer can reach us via email at [email protected] or by phone at ***** ********

  Customer Answer

  Date: 04/09/2025

  
  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.

   

  This business has agreed to send me a new fan & made good efforts to respond to me via email.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/08/2024

  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.

  Purchased the Maxxair ******* ****** RV Roof Vent Model ***** with remote in Aug 2023 from third party supplier, ********* HQ. Order number *****. I Installed it into my 2023 ******** Sprinter Camper build and the fan will turn on and run but neither the remote or control panel changes the speed, nor will raise or lower the roof. Attempted contacting the warranty department on April 22 with no response. Attempted a follow up call only to receive a voicemail and no callback. There are known defaults with the circuit boards in these units. Do what’s right by your customers and replace any known faulty parts or guide people in the right direction. Don’t just leave them unsupported

  Business Response

  Date: 05/09/2024

  Hello,

  Thank you for bringing this matter to my attention.  I do show that we received an inquiry from this customer via our online HubSpot form.  In tracking the history of this correspondence, I did find that we responded to this inquiry, but the agent that replied didn't change the intended recipient email address to this customer.  The response was unfortunately sent to the HubSpot account.  This was a clerical error that should not have happened, and I do apologize.  I researched the voicemail that was left, and the agent who received it.  I don't find an outbound dial for the phone number listed though unfortunately.  I will be investigating the situation with that agent.  It appears that the customer is requesting that we contact him over the situation, and we will do so today.  Again, I apologize to everyone in this situation, as it never should have happened like this.

• Initial Complaint

  Date:07/28/2023

  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.

  We purchased a RV Air conditioner from United RV. The first unit was damaged and we did not accept delivery. The second unit arrive about a month later. We installed and it worked properly for only a couple of hours. We reached out the United RV and were told we would have to contact the manufacturer Airxcel. They have been virtually impossible to reach. We have waited on hold for hours, sent two emails which said we would be contacted soon and have not heard anything form the company.

  Business Response

  Date: 07/28/2023

  I do apologize for the inconvenience.  We are having trouble with our emails (which are changing format soon, so this will be rectified), and unusually high phone traffic.  On our phone system, there is an option to receive an automatic callback without losing their place in line in the queue.  This is automatic, so there is no way for this team to chose not to call anyone back.  For this warranty situation, the servicer that will be performing the work simply needs to submit a cooling performance worksheet.  This form is available and can be submitted directly from the same web page.  The address for the form is *******************.  We made this available to prevent technicians from having to call in every time they needed to replace a product under warranty.  This process was put in place to alleviate the phone traffic and make it easier for customers to reach us by phone in a timely manner.  If the customer would like a direct point of contact for clarification, or answers to any questions they may have, they can reach me direct at *************** (please remove this if this is made public).  Thank you for bringing this customer to my attention, and I look forward to getting them through this unfortunate experience.

  Customer Answer

  Date: 08/06/2023

  Complaint: ********
  
  I am rejecting this response because the issue has not been resolved.  Neither myself or the technician we have hired to work on the unit has been able to get in contact with Airxcel.  We will not accept the company's response until we have a new unit installed that is working properly. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/10/2023

  I understand the customer's frustration, but when he contacted me by email, I asked for the contact information for the servicer.  I did send a second request, and I am hoping to hear back soon.  I am trying to escalate the case to get this handled as quickly as possible, but I have no way to help if I have no one to contact.

• Initial Complaint

  Date:09/27/2022

  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.

  Bought a 2021 ********* Model at end of October 2020. ********** Sales put the unit in around November 2020 , weatherized it but that was it. We weren't able to use it because they just let it sit there and there was no way to enter. Had nothing hooked up until spring of 2021. Our camp opened on April ,2021 Numerous things did not work , especially the heater. The air worked for the 1st few months then that quit. I have tried over and over to talk to Airxcell! They gave me 8 companies to call to do warranty work (2 year) worth of warranty. Every single person I talked to would not work on them. They said the underbelly they used was not a good unit and Airxcell should replace with a different kind of unit. Each one said they have not heard good reviews with this unit. I have spent hardly anytime out at my camp ****************************************. Paid ****** on a unit I cannot use. I've spent last 3 months fighting with Airxcel and have gotten no where! I don't know where to turn next. The model number is *********. Serial number *********. I have had to pay one HVAC guy come out and he said the unit was shot, compressor was bad.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 18, 2022/12/01) */ I do apologize for the delayed response on this, as well as the issues this customer is experiencing. Most of the service centers that sign up with RV Products are RV servicers. This park model AC system is more like a residential packaged system, which they will not have much familiarity with. On this model, most warranty repairs and replacements are performed by residential HVAC companies. From reading the complaint, the customer did find an HVAC company that was willing to look at this unit. They should easily be able to handle the replacement of this unit, as it doesn't sound like this is something we would prefer to repair in the field. The customer would simply need to have the servicer go to www.airxcel.com/cpw and fill out the Cooling Performance Worksheet that we provide. The form can be submitted directly from that page also. In this particular case, the servicer will need to comment on the form that it was approved by Eric ***** due to the current warranty status of this unit. If the servicer or the customer have any questions on this process, they are welcome to contact us at **********************. They are welcome to address me (Eric *****) in the email, as this is now an escalated case. Thank you for your time, and I appreciate the opportunity to assist this customer in resolving their issue. Consumer Response /* (3000, 20, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did call 16 different HVAC companies, including the companies on their website . Not one of them would come out and look at them. They said they do not work on the under belly units. The one individual I talked to said after he talked to the Eric he looked at the unit again and did not feel comfortable working in it because he wasn't familiar with the unit. It cost me $*** for him to come out and assess the unit. It's pretty sad I spent all this money on a new camper and not be able to use it that much because of no air conditioning. I have to pay to have a new outside unit put in for this coming season and would like to be reimbursed for that ! Business Response /* (4000, 22, 2022/12/02) */ I am not sure I fully understand. If the customer is able to pay someone to replace the unit, why would that company not be able/willing to replace the unit under warranty if we were to ship the replacement. Per our warranty protocol, we are unable to reimburse for the purchase of a replacement unit, we are to supply the replacement. I would love to help this customer to resolution, but with no servicer contacting us for the warranty we have no way to assist. I ask that the customer please reconsider.