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:06/20/2025

  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.

  I purchased filters from ****** for one of the 3 machines I have purchased from them over the years. The chemical and gas filters run about $500.There are no expiration dates on the package or when you order them, and I had bought a spare set to use when ready.There is also NO mention on their page to NOT buy spare filters in advanced.Later customer service tells me they have to be used within 7 days? That is a HUGE consumer protection violation in ********** where I purchased these to fail to mention that the filters are only useable within the first 7 days they're ordered?So anyways, when I took the filters out to use, they were COMPLETELY DRIED out and didn't look like any of the other filters I've ordered and used over the ******** appears the plastic packaging wasn't sealed all the way like they normally are. I tested two out and they were noticeably dried out and did not work.When I reached out to customer service, they told me to send photos which I did, including documentation of the plastic not sealed up all the way.They then responded by saying I should've contacted them within 7 days.They said sometimes they get loose in shipping (referring to the particles on the filter falling off everywhere) but that I would've had to have opened them and told them within 7 ******* the way, last week I ordered $600 worth of ammonia filters from them, and this is how they treat me.This is appalling customer service and I want a remedy for my faulty filters.Another side note- a while back I had an issue with their air sensor monitor, and was told by engineering that even though PMs are listed as a measurement, that the sensors don't actually measure those yet.I worked with them to identify and fix the issues with their own sensors-- and yet this is how they treat a loyal customer who has purchased over $10,000 of equipment and filters from them over the years and has helped them improve!DO BETTER IQ AIR, replace my filters.

  Business Response

  Date: 06/23/2025

  Thank you for taking the time to share your
  experience. We truly appreciate your long-standing support of IQAir and the
  trust you’ve placed in our products over the years.
  
  We’re sorry to hear about your recent experience with
  the filter order and understand your frustration. Our goal is always to provide
  products of the highest quality and to ensure our customers are fully
  satisfied.
  
  To clarify, our return policy allows for returns
  within 30 days of delivery, and this information is stated on our website. We
  encourage all customers to inspect items upon receipt so we can promptly
  address any concerns with product condition or packaging. While we do not
  require filters to be used within seven days of receipt, we do ask that any
  issues—such as damaged packaging or signs of degradation—be reported within
  that 30-day window to be eligible for replacement or return.
  
  We reviewed the photos you submitted and understand
  your concern regarding the condition of the filters and the partially unsealed
  packaging. While it appears the filters were purchased and stored well beyond
  the 30-day return period, we acknowledge your loyalty as a long-time customer
  and your past efforts to help improve our products and services.
  
  As a courtesy, we are happy to offer a one-time
  replacement on cartridges to help offset the issue. We ask that the customer
  please respond to the email that was sent requesting the order number for the
  purchase in question, so we can complete the exchange.
  
  We value your business and appreciate the opportunity
  to resolve this in a fair and respectful way.

• Initial Complaint

  Date:01/28/2025

  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.

  I initially filed a complaint about my unit making unusual noises just a few months after purchase. However, I received an email stating my claim had been closed before I even had a chance to take further action. When I tried following up via email, I received no response. Life got busy, and we continued using the unit despite the noise.Eventually, Id had enough and decided to file a warranty claim. Thats when things went downhill. I was informed that ** have to cover the cost of shipping the large unit back to themover $130, not including insurance! After waiting three weeks for a shipping label, I was assured that the unit would be cleaned upon its return since its an air purifier and the motor and interior components should be spotless.When I finally got my unit back, I was shocked. The inside was filled with debris, and the motor was covered in particles! How am I supposed to trust that this device is safe to use now? Im concerned it could spread mold or other contaminants throughout my home.Its infuriating that they charge $1,000 for a unit, only for it to malfunction within a year and provide such poor customer service. It feels like they take your money and leave you stranded with a faulty product.I now have two units, both less than a year old, experiencing problems. The second unit has started emitting a burning smell, and they expect me to go through the same process as the first oneshipping it back so they can fix it eventually.I want both units replaced NOT with refurbished units as those might be contaminated and I do not trust them to fix these units appropriately.

  Business Response

  Date: 01/29/2025

  I have reached out to the customer to provide return shipping packaging and labels to return the 2 systems she currently has in her possession. As soon as the systems are scanned by ***** and on their way back to our warehouse, we will ship out the replacement systems she requested to resolve the issues.

• Initial Complaint

  Date:09/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 October 25, 2023, I purchase multiple filtration machines and filters totaling over $3000. Part of the order never arrived and another part was damaged. I spent three months contacting ******, having them request pictures of the damaged filter and then never replying once I sent them. A few weeks later I would receive an email stating that the case was closed. I never received a reply from ****** after I sent them the requested photos. At this point, the one filtration unit is basically an expensive door stop and part of my order never arrived and was never replaced. This would rank amongst my worst customer service experience ever.

• Initial Complaint

  Date:05/24/2024

  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 complaint is regarding a CleanZone SL unit delivered with external damage. We have been attempting to resolve this issue with IQAir for 4 months.Initially contacted IQAir on 1/24/24 regarding this issue. Told by IQ Air that they would pick up the damaged unit and replace it. Per ******* C, we had to put it on a pallet to be picked up, and a new unit would arrive via ****** 1/29/24-Confirmed IQAir would exchange the unit. Old Dominion would pick it up for transport. Another unit was in stock to be shipped immediately. 2/20/24-Spoke with ********************** about unit. Sent her photos of the damage (CRM:063202432). 2/21/24-********* informed me that the warehouse had received our photos. We could disassemble the damaged pieces, secure them on a pallet to be returned to them, and reassemble new pieces. No longer offering to exchange the unit.3/28/24-Told ********* that we did not want to disassemble/reassemble the damaged unit and wanted to exchange it for a new one. I was informed that I been given the wrong information in January and the unit could not be exchanged. She was escalating our issue to her supervisor *****, to see if somehow the unit could be exchanged, or we could be compensated for the damage. Followed up several times for updates. 4/4/24-she told me I should reach out to ***** directly for updates. 4/8/24-I left ***** a voicemail to please call me back and she never did.4/9/24-Emailed **************** 4/16/24-****** informed us that the technical support team was assigning our repair to a technician would come to us to repair the unit. Technician would contact us with their availability. 4/29/24-No update. 5/9/24- we informed ****** that we would be escalating this issue. 5/20/24-Still no update.This issue is unacceptable and needs to be rectified. Requesting replacement of the damaged panels of the existing unit and/or a sufficient refund or credit.

  Business Response

  Date: 05/31/2024

  My sincere apologies for the delay in resolving this issue. I am currently working with the sales team, with whom the customer has also been communicating, to provide a resolution that we hope will satisfy this customer, based on their request and our most recent communications. I hope to have more information next week and will reach out to the customer directly. At that point, I believe we will be able to conclude the matter here as well.

• Initial Complaint

  Date:05/01/2024

  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.

  In April 2024 I conctacted IQ Air to request interior cleaning of my HealthPro Plus, including replacement of the styrofoam encasement surrounding the fan, which has become discolored. I was told this service could be performed for $195 + free return shipping if I pay to ship the unit to them. Because I have fragrance allergies & chemical sensitivities, I inquired what product would be used to clean the unit. I was told that Clorox Ecoclean would be used because it is "all natural" and is "safe" and "approved." However, this product contains fragrance, which is actually not safe for people with certain medical conditions. The concept of safe is relative. Wheat gluten is safe for some people, and it is very unsafe for people with celiac disease. So the agent telling me the product is "safe" completely misses the segement of the population who would be adversely affected by this product. I offered to personally supply an alternative non-toxic & fragrance-free cleaning product at my own expense. I was told this is impossible because the Clorox product is the ONLY one their team is 'allowed' to use. The representative refused to allow me to work out an alternative product that could be used to allow resolution of my issue. The Clorox product information itself states that it's fragrance ingredients are on the ** list of fragrance allergens and the **** list of carcinogens. IQ Air is company with international reach and unparalleled technical expertise that sells products designed to support or enhance human health related to environmental contaminants and indoor air quality. That they would then use a cleaning product which contains ingredients that actually have potential to adversely affect the health of their customers while refusing to provide an alternative option is very concerning. I am sincerely requesting IQ Air escalate this request to a supervisor and that an alternative option is provided to allow me to pay to have my unit serviced in a safe manner.

  Business Response

  Date: 05/01/2024

  One of our Specialists is currently working with the customer. We believe we found a solution and is awaiting response from the customer.

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They are working with me now to find resolution to my issue.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/24/2024

  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.

  Purchased an IQAir monitor in Sept 2022. For the past couple of months, it has not been able to charge (and therefore, turn on). Contacted IQAir customer service. They informed me that they would look at the device but I would need to pay US$100 (approximately) to ship the item to them. That is 1/4 of the cost of the device. Their shoddy product. Their responsibility. I am contacting their North American and global head offices so their senior management is aware of my concerns too. Big goliath corporations typically do not care about after care service so do not expect much but perhaps I can save another consumer from purchasing an IQAir product in the future.

  Business Response

  Date: 01/31/2024

  Hi **********, 

  I am following up regarding our conversation last week. I want to confirm that you received the new AirVisual Pro. ***** tracking # 270207860455 shows it was delivered 1/29/24. As discussed, I've shared your feedback with senior management, and we are reviewing our return policy. 

  Please feel free to reach out to me with any questions or concerns. 

  Thanks, 

  ****************
  ************* Supervisor
  **********************
  Phone: ***************
  E-Mail: *****************************************
  Web: *****************************************

  Customer Answer

  Date: 02/08/2024

   
  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 am actually impressed by how it was handled and have contacted their global and NA head offices to give positive feedback re their customer service manager.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/04/2024

  Type:Sales and Advertising 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 have owned an IQAir health pro plus air purifier for several years. I purchased and received two of the filters that need replacement. I contacted the company just prior to Christmas stating I need help with repair, due to a problem replacing a filter which is incorreclty inserted. I received an email that they would respond to my request for assistance within 2 business days. Today I had heard nothing, so went on line and found a place to request a specific appointment, which I did for earlier today. No one kept the scheduled appointment. I then scheduled another appt for later this afternoon. The same thing happened. I waited on line for them to admit me to a meeting, which they never did. I then sent an email reply to the confirmation message asking if there was a problem with keeping my appointment. No response from the company. No acknowledgement from the company. I still cannot get assistance with the repair, so cannot use the machine.

  Business Response

  Date: 01/08/2024

  Reached out to the customer via phone and email. Found the email address we responded to on 12/26 and 12/28 was missing a letter. Corrected the email address in our system and notified the customer. Customer was able to rectify the issue. Sent a follow up email to offer a free pre-filter as a courtesy for her troubles. 

  Customer Answer

  Date: 01/19/2024

   
  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:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 entered into a finance agreement with iq air in ******** dollars. The initial deposit was 145 which came out correctly and the rest of the payments were supposed to be ****** (0 interested finance). The issues lies in the fact that both September and October have come out in usd on my account and not ******** dollars. Approx ******, the other for 143 and change - Depending on the dollar at the time. I would like a refund for the difference and for the foreign conversion fees we paid. and also for this to stop before the next payment. We have called several times, sent the bank records as requested and no one calls us back. At this point I just want to return the machine because this has been a total headache. No one will address anything on the phone. This was on top of other issues we had with the machine itself.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 bought an IQ Air HealthProPlus about 5-6 years ago.IQAir Air warrants the system for 10 years.The air filter now gives off a very unpleasant chemical odor, even though the filters havent exceeded their useful lifespan (the filter counts hours of use for each of the three different filters).IQAir now refuses to honor the 10 year warranty, saying the filters are not covered.Given that the filters cost hundreds of dollars and are a central part of the air purifier, this is of course totally ridiculous.

  Business Response

  Date: 10/17/2023

  Thank you for your message. We are saddened to hear the customer is not satisfied with our air purifier. We spoke to the customer on 10/10/23 regarding the issue and the customer is to preform an isolation test to pinpoint which filters are causing an odor. We are waiting on his response with the results of the isolation test.

  The 10 year limited warranty card included with our IQAir HealthPro Plus air purifier notes that filters are not covered since filters are consumables. Airborne particulates and contaminants are captured by the filter media and the filter(s) will need to be replaced at some point. Each use case is different, but based on their complaint it appears the filters have already been in the machine for 4-5 years. We would like to hear more about their experience to better understand their specific use case.

  Thank you for choosing IQAir!

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20702087
  
  I am rejecting this response because:

  On the website it states the system has a warranty of 10 years. There wasnt any mentioning of the filters being excluded.
  

  Be that as it may, the service director **** contacted me and offered to replace the odorous filter, but I havent had the time yet to do the isolation test but hope to do so this weekend.

  If IQAir replaces the odorous filter, I will drop my complaint and this would settle the issue.

  I hope to be able to communicate with the company on Monday, otherwise there will be a two week delay due to a trip to Europe with me being out of the country as of Monday pm.

  Sincerely,
  
  *****************, Md

• Initial Complaint

  Date:09/28/2023

  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.

  I spoke with a representative at IQ Air on 9/25, named *******************, he placed an order for me, told me the total amount was $874. I spoke with my credit card company, the charge was for $930 and I NEVER received and email confirmation of the order OR a tracking number. I followed up with a call to IQ Air the following day 9/26, after being passed around to 3 different representatives, **** called me back to assure me that my order was placed. He then emailed me a copy of the order with the charge for $874, but again according to my credit card company the charge IQ Air placed was $930. I went onto the company website to check the status of my order and according to the companies own website my order does NOT EXIST. I have tried to email and call the company but have recieved no response.

  Business Response

  Date: 10/05/2023

  Hello,

  We contacted the customer via phone on 9/29/23 and apologized for the miscommunication regarding the order total. We believe this issue has been resolved to the customer's satisfaction. Please let us know if you need anything else.

  
  Thank you for choosing IQAir
  

  Customer Answer

  Date: 10/05/2023

   
  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. I received a phone call from the customer service department at **********************. The issue was resolved .I received the product it was a mistake made by one of their employees that was rectified. I am very happy with the product and the solution to the issue.
  
  Sincerely,
  
  *****************************