Complaints

This profile includes complaints for FilterBuy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FilterBuy, Inc.

  101 Pope St Talladega, AL 35160-3634

• 

  FilterBuy, Inc.

  204 Schreiber Industrial Park New Kensington, PA 15068

• 

  FilterBuy, Inc.

  511 East St S Talladega, AL 35160-2612

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:02/03/2025

  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.

  I ordered 4 Honeywell 16x25x5 MERV 13 Replacement Filters from Filterbuy.com and was very satisfied with the initial order. Soon thereafter, they started their re-order subscription campaign to deliver filters every 6 months so I signed up for it so I wouldn't forget. The second shipment of filters were not of as high quality as the first shipment. The third shipment, the filters had a foam on the outside and therefore would not even fit into my furnace.Given I have an automatic re-order, I had accumulated more filters than I needed and therefore cancelled my subscription. I get my heating furnace and AC serviced 2x's a year so when technician tried to use the filters they were too small. I contacted Filterbuy and they said because it had been 90 days they would not exchange or refund. Well, the purpose of having filters ordered ahead of time is to have them available when needed. My order was placed at the end of July and my furnace maintenance was in November. With the holidays, I did not contact Filterbuy until December.After a couple of exchanges, they asked me to send pictures which I did. They then asked for me to send them different angles of the filters which I did. They indicated they wanted to work with me to resolve and then I get an email indicating again that it has been 90 days. My complaint is:1) I purchased a high end Honeywell filter, but did not receive the same quality of filters in my subsequent deliveries. They were generic, non-branded filters that were flimsy.2) I purchased the same filters in the re-order and they varied in size, thus not fitting into my furnace.I have requested an exchange, but have since cancelled my re-order subscription. I've read the reviews and this seems to be a common complaint. I do not believe consumers should have to pay for a high quality filter and not receive the name brand (that they paid for), nor one's that don't fit.

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to review this request. In researching the account there are a few things to clarify . 

  The customer is confused by Honeywell vs ********************** ,we do not sell ********* brand filters, we sell Filterbuy brand Honeywell replacements. She has always purchased Filterbuy brand filters from us. It appears from the notes on the account the client was trying to return 2 filters from an order in- 2023 and 1 filter from an order in ***** order based only on the fact they are not ********* brand, unfortunately we cannot accommodate that request, at no time do we advertise selling a specific brand we advertise a compatible replacement.

  
  In regard to her last order 7/16/2024 we in fact made an error and sent the wrong replacement, we sent an Airbear 16x25 replacement instead of the Honeywell compatible replacement. That is the reason she received one with foam strips. For that we apologize and are happy to offer an exchange for the proper filter. Unfortunately, we cannot offer refunds after 90 days.

  If the client would like to contact us we are happy to exchange the 3rd order and take full accountability for the error in sending the wrong replacement filter. Our apology for the inconvenience this has caused. 
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Filterbuy shipped two AC Filter and charge my CC# without authorization. Received Email about shipment and called before delivery as to shipment and cancelled....although NEVER ordered.Furthermore, product was left out in rain and ruined.

  Business Response

  Date: 11/22/2024

  Good morning, Looking into the history of this account we do see you have made purchases with Filterbuy since 2022. We have orders under both your name as well as an *********. In August or 2024 , your account was switched to a 3 month auto subscribe delivery. This is not something that Filterbuy can set up. Our customer must select the product and frequency of delivery. The auto subscribe option does offer a 5% discount on your order. We do send several alerts prior to shipment as you mentioned you did receive them. Once in transit unfortunately we cannot cancel the order so when you called in your items were already shipped. Your subscription was also for custom made filters which as per our policy are non-returnable. Our agent did try to explain this to you until you began to use foul language so we escalated to a manager to call you back which they did and left a message. We have not had a return call since. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22586776
  
  I am rejecting this response because:
  
  Their response is full of false statements. I never agreed to a subscription. I asked them to produce said Agreementthey could not.
  

  Furthermore, the *** said they could intercept the shipment.they did NOT

  In these discussionsthey promised a return call..they never called

  When  I called themthey changed their story

  in the mean ******* rained and the box is now soaked and filters are unusable..

  Completely and undeniably a terrible business practice

  i have been in ******* since late Octoberthe home is vacant

  I called again yesterday to resolve the issueand get a straight story

  CRICKET.

  Sincerely,
  
  **** *******

  Business Response

  Date: 12/02/2024

  We provided all details, documentation and information that we had associated with this case. 

• Initial Complaint

  Date:11/11/2024

  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.

  I order filters for my son They sand me wrong cut size filters They refuse to take back and damand me to pay for return even do they have free shipping and return I was told Plus they lie on the phone and told me they same company as discount filters!

  Business Response

  Date: 11/11/2024

  Our customer service *** spoke with this client on Saturday, He stated he loved the filters, and they were beautiful. He received 6 filters, all the correct size that he ordered, they were not damaged in any way.He also claimed he thought he was ordering from a company called "discount filters" Client claims on recorded call that perhaps his landlord gave him the wrong size. We offered a free exchange which he did not want. Because we sent what the customer ordered we are not responsible for the return shipping cost. He became extremely confrontational with our agent and made threats of "winning " if we want to play with him. We have recorded calls as well as transcripts of this conversation.  We will also be disputing his claim with American Express. 

• Initial Complaint

  Date:10/01/2024

  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.

  Ordered 6 boxes or Merv 11 16x20x2 air filter via ******. When we received the item we saw that they had sent Merv 8 filters instead. This is very much not the same thing. When I called Filterbuy to talk about a return label and refund, they advised me to call Amazon Customer Support and gave me a phone number to get in contact. By the end of my conversation with ******, they informed me that I would have to pay for the shipping cost, since this item was sent by Filterbuy. When I went to go call Filterbuy back they informed me that it was through ****** so Filterbuy couldn't do anything. So which is it? Both of those things cannot be true at the same time. Filterbuy would not get me a manager. I need a prepaid return label and a FULL refund.

• Initial Complaint

  Date:09/16/2024

  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.

  Product is poorly manufactured and was not as described. Their return policy states with 90 days to request an RMA to return the filters. Filterbuy was notified within two days of the purchase that I wanted a refund. Deaf Ears. I want my money back!

  Business Response

  Date: 09/18/2024

  This client was refunded completely on 9/16/24

• Initial Complaint

  Date:05/21/2024

  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.

  4/19/24 I called the company filter buy hvac solutions because my ac stopped working. 4/20/2024 a technician evaluated air conditioner and said there was a leak and I needed refrigerant and a new ******** valve. I was charged $99 for the visit, which i found out later on the website that the evaluation is supposed to be free of charge as noted on the website. I signed the agreement and was told someone would be there on Monday to fix my AC. He was reminded that a 30-foot ladder was needed. 4/22/24Technician arrives with no ladder. He says will be back tomorrow.4/23/2024Technician Works on air conditioner, he says it is fixed, I paid $899 as agreed. 30 minutes later air-conditioning shuts off and circuit breaker pops. I called the office and was told that happened because the technician forgot the Tool to change the ******** valve. He will be back in the morning.4/24/24 Technician works on air conditioner again and now reports I now need a compressor replacement and more of the refrigerant, sends a bill for $2500. There was nothing wrong with the compressor. I believe the technician did something to break my air conditioner. I called the office and was told a manager would be calling me back. I did not receive a call back. 4/26/24 I called the office, I speak to manager who says he would like to correct the situation, says he will look into the situation, says he will call me back but never does call me. 4/27/24 I call another ac company they come out to evaluate. They said it was not only the compressor but also need coils replaced because hvac solutions spilled oil or an oily substance all over the place. Now they have to order parts. 4/29.HVAC solutions call me back and says he wants to send someone over to replace the compressor for another $2500. I told him I didnt trust the company and I didnt want them there, I wanted a refund,,he denied his workers did any wrongdoing even after explaining the above. He told me there would be no refund.

  Business Response

  Date: 05/28/2024

  To start, we were in regular contract with our customer throughout this process, and we remain open to further discussion. We also previously had an agreement to resolve this, which the customer unfortunately walked away from after we had done additional work on their behalf. To clarify the timeline of services delivered and the solutions that we have offered and address the incorrect accusation that we wrongly charged for a service call:- 20Apr. A technician was dispatched for a service call as the customer's unit was not working. The unit was found to have bad ******** valves, which caused the refrigerant to leak out. An A/C cannot run without refrigerant, so this had to be addressed right away. However, the customer was not yet ready to move forward with a repair, so a service call fee was charged. We told the customer we would credit that service towards the repair if they wished to move forward.
  - 21Apr. Customer called back and indicated they wanted to move forward with the repair. They approved an estimate with a $100 discount itemized on it (the credit back for the service call, as is our policy of a free service call with any repair). This estimate / invoice is signed and available for review if needed.
  - 23Apr. Technician arrived to repair the unit. The customer in fact had a specialty valve, but the technician was able to perform the repair, and the unit was again cooling (this is documented with photos and videos showing the A/C with in-range pressures and the customer's A/C produced 50 degree air; again, these are available for review if needed).
  - 24Apr. We returned back to finalize the initial repair (given the specialty valve) and because the customer had indicated the unit was no longer cooling. At this visit, the customer's compressor was no longer working - which was a new problem to be addressed. An estimate was prepared for that job.
  - 26Apr. A manager was brought in to address the customer's concerns, and in the spirit of customer service and satisfaction, that manager offered to significantly discount the compressor replacement (crediting a large portion of the first job to the second). That second job was agreed to, and we began the process to locate the compressor and process the warranty. We promised we'd be in touch as soon as we had the parts to move forward.
  -29Apr. We had the compressor and we reached out to schedule the work as was previously agreed. We called twice that day, which is recorded in our phone logs, but the customer did not pick up our calls.
  -30Apr. Customer called to cancel the previously agreed repair. In summary, we are very disappointed when our customers have anything but great experiences. In this case, we found a unit that was empty on refrigerant because it had a broken valve. We did the necessary repair work, and the unit was again cooling. When a secondary problem was discovered, we worked with the customer and had agreed to a resolution to perform the additional job at a discounted rate. The customer then backed out of that initial agreement after we had done the work to process their warranty and located the necessary part. We remain available to discuss a solution with the client, but we cannot honor a refund request when we have consistently delivered on our promises and had in fact already agreed how the issue was going to be resolved.