Complaints

This profile includes complaints for Aroma360, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aroma360, LLC

  2058 NW Miami Ct Miami, FL 33127-4920

• 

  Aroma 360 LLC

  unknown Clearwater, FL 33759

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:03/03/2025

  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.

  To borrow a comment from countless frustrated Aroma360 patrons, this company is a total SCAM. In July of 23 I financed an Aroma360 Museum unit thru Universal Financing, the 3rd party financing arm of Aroma360. The current case number at Aroma360 is now #********. After COUNTLESS exchanges over the past year(s) with VIP concierge personnel support personnel went completely dark. And, last Friday 2/28, they set a call with me and a supervisor that never happened. Then, after countless emails I get an email the evening of 3/3 from VIP services saying the case is CLOSED.This all started because my Aroma360 Museum unit hasnt worked for 18+ months since I bought it! After complaining countless times I finally received two different ***lacement units on two separate occasions from Aroma360. Because the techs they presented to me said the Museum units were simply not working. Then, I finally had another tech services call last week with a Aroma360 tech that finally told me the truth! The fact is my home HVAC system is NOT compatible with the Aroma360 unit their sales *** sold me! So, for 18 months, Ive been paying for a unit that has never been compatible with my HVAC system, hence its never worked. They even offered to exchange my $3000 Museum unit in exchange for two other units. Since then Ive gotten nowhere again and they have gone completely dark again and now closed the case. And, of course, the 3rd party financing company says that Aroma360 said all is in order and I didnt cancel in time. Aroma360 is a scam.

  Business Response

  Date: 03/04/2025

  Hello, We are pleased to share that today a Concierge manager and the client spoke and together they arrived at an amicable resolution. Aroma360 will be providing the client with the standalone units that can scent his home without having to run through his HVAC system. Additionally, we will be sending the client 4 bottles of scenting oil and covering the past due amount on the clients account. We thank the client for his patience and willingness to allow us to address and correct this matter. Thank you

  Customer Answer

  Date: 03/05/2025

   
  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.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/03/2025

  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.

  Aroma360 is very deceiving in their business practices. I have not received my product for the past few months even though I am paying for the products. I tried to cancel but was told I could not cancel because of a contract. I needed to cancel within the first 30 days. That would have been find if I did not have difficulty in receiving the scents. Please help me resolve this issue. Thank you

  Business Response

  Date: 03/04/2025

  Hello, the client signed a 36-month agreement on June *******. During his initial call with the Company Scent Consultant, it was explained that the client would receive the professional grade diffuser at no cost, and that he would have a monthly recurring fee for the scenting oils. It was also explained that the scenting oils would be shipped on a quarterly basis and that he would receive 3 bottles per quarter which equates to a total of 36 bottles over the term of the agreement.
  

  It was also shared that there was a 36-month warranty on the professional diffuser as well as a 30-day ***** period for cancellation.
  

  Our records indicate that the initial shipment on June *******, included the Penthouse diffuser, along with a discovery set of five (5)120 mL bottles were sent to the client for him to sample. These items were delivered on June 24th.

  Then on July 16, 2024, the first quarterly shipment was sent to the client from our Ft. ***************. This shipment included three (3) 200mL bottles of My Way scenting oil and was shipped via **** tracking number ************************** and was delivered on July 17, 2024.

  The second quarterly shipment was sent on October 14, 2024.This shipment included (3) 200mL bottles (2 My Way, and 1Crystal Oud), and was shipped via **** tracking number ************************** and was delivered on October 18, 2024.

  The third quarterly shipment was sent on January 18, 2025.This shipment included (3) 200mL bottles (2 My Way, and 1Crystal Oud), and was shipped via Better Trucks BTPA0290Y3K7MGH and was delivered on January 24, 2025.
  The clients next quarterly shipment is scheduled for on or about April 16, 2025. Although all the shipments listed are notated as delivered, if the client did not receive any of them, we would be more than happy to resend. Thank you

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23015032
  
  I am rejecting this response because:
  
  I am not receiving the scents. I have updated my address and still have not received the scents. 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 03/07/2025

  Hello, the client and a manager from the ****************************** spoke this morning. The client's shipping address has been updated in our system and a replacement for the January shipment that went to the incorrect address is being sent. We consider this matter resolved. Thank you!

• Initial Complaint

  Date:03/02/2025

  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 the penthouse late last year. I tried to return within 30 days. Aroma 360 told us to wait another 30 days they will send a replacement and they did. I was given false information. The penthouse ruined 2 pieces of my furniture. Leaving heavy residue everywhere. They told me I needed a fan to circulate the oil. I was not told that when purchased. I will not have a black box and a fan on a table too. The film it produces cannot be healthy to even breathe. I want my subscription cancelled immediately. Again I have uploaded videos, pictures, numerous phone calls and I am not getting a response. I have stopped payment on my end. I have b to n trying to receive a return label for over a month maybe 2 months now and Im getting nowhere. Do not purchase this product. It will leave a heavy film everywhere. Im asking for this to be canceled ASAP!!!!!

  Business Response

  Date: 03/12/2025

  Hello, we are pleased to share that the client and a representative from Aroma360's corporate office spoke and this matter has been resolved. Thank you

• Initial Complaint

  Date:03/01/2025

  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.

  This business is a scam and totally unprofessional. I had a stand alone unit I loved and wanted my whole home to smell good. So I got a hvac unit under an agreement to purchase monthly oils. The first 30 days I contacted them numerous to see if there was a solution to the diffuser not scenting my whole home. Speaking to the technical team they told me to try to fix it myself which would void a warranty altering it myself. I spoke with them numerous times the offered me no solution. I emailed and asked to speak to a supervisor and still months later have had no solution. I even reached out to the CEO ******* ***** via email. They call me everyday for a payment but not to offer a solution to the problem. I dont even want to unit anymore I offered to gladly send it back and all oils theyve sent and they continue to tell me someone will contact me for a new machine and they dont. This is not what I signed up for or have time to deal with not to mention this stuff isnt cheap either. I simply dont want to deal with them anymore.

  Business Response

  Date: 03/04/2025

  Hello, The client requested that her issue be escalated to a manager. The most recent call attempt by a manager was on March 3rd, the manager left a voicemail message as well as sent a follow-up email in hopes to connect with the client so her concerns can be addressed. Our email system shows that the client received and read the email that was sent at 4:26 PM EST on March 3rd, however we have not received a response from her. We look forward to hearing back from the client to address her concerns and arrive at an amicable resolution. Thank you

  Customer Answer

  Date: 04/28/2025

  Hi , I did respond back via phone call on 3/6. I work and am unable to answer every phone call as them too. I spoke back and forth via email after that about a few options that I was willing to take one of them considering I only got the thing for hvac use of whole home not single machines on separate floors that the other option were. I was unhappy with paying past due balance considering the machine didnt work for that time and still doesnt work. I also told them Id send the sealed bottles of oil back that they sent because I dont get to use them in a machine that didnt work. They wouldnt do that. So I asked to speak with higher up which I now know is *****. It took her atleast a month to have time to contact me. Whom I spoke with said she would look into everything and call me back at 2 pm the next day and never did. I waited for that call specifically it wasnt missed she never called but did turn account over to collections and I am still waiting for proper paper work on that. I was refunded by them thru a dispute the initial non refundable as stated in email by ******* ***** of ****** in which should have voided the whole account but they still wouldnt.
  

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

  Customer Answer

  Date: 04/28/2025

  Hi , I did respond back via phone call on 3/6. I work and am unable to answer every phone call as them too. I spoke back and forth via email after that about a few options that I was willing to take one of them considering I only got the thing for hvac use of whole home not single machines on separate floors that the other option were. I was unhappy with paying past due balance considering the machine didnt work for that time and still doesnt work. I also told them Id send the sealed bottles of oil back that they sent because I dont get to use them in a machine that didnt work. They wouldnt do that. So I asked to speak with higher up which I now know is *****. It took her atleast a month to have time to contact me. Whom I spoke with said she would look into everything and call me back at 2 pm the next day and never did. I waited for that call specifically it wasnt missed she never called but did turn account over to collections and I am still waiting for proper paper work on that. I was refunded by them thru a dispute the initial non refundable as stated in email by ******* ***** of ****** in which should have voided the whole account but they still wouldnt.
  

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

  Business Response

  Date: 05/05/2025

  Hi ******,

   

  On January 8, 2025, the client spoke with a representative stating that the unit was not scenting her whole home. The representative explained that perhaps the issue was the way the unit was installed and asked the client to send a picture of the unit. The client said she did not have time to take a picture while they were on the call but agreed to send it via email when she had the opportunity to do so. The representative emailed the client directly during the call at 3:30 PM EST.

  The client never responded to the email, so the agent called the client to follow up. During this call, the client advised the agent that her basement door was frozen shut and that she would contact the agent once she was able to get inside.

  The client explained that her access to the basement is through an exterior door and during winter months it is difficult to open due to cold weather conditions. The clients inability to enter her basement where the VanGogh diffuser was located impeded our ability to understand what if any issues she was experiencing with the unit.

  Company representatives, on numerous occasions, spoke with the client and offered to upgrade the client at no additional cost and replace the VanGogh diffuser that she is unable to access during winter months with two (2) DaVinci diffusers that can be used as standalones inside her home. The client declined stating that she only wanted the unit that hooked up to her HVAC system even though she is unable to access it easily.

  In addition to the resolution that was offered, we extended an offer to cover half of her past due amount. Please keep in mind that the past due amount includes chargeback disputes filed by the client. To date, the client has not made any payments and is currently in default (6 months non-payment).

  The client wrote in a previous rebuttal to the BBB that she would agree to our initial offer, however, with this agreement she requested that the company provide her with certain written guarantees and pay her entire past due. The Company has made a good faith effort to amicably resolve this matter within the constraints of its terms of service that can be viewed by visiting ******************************************terms-of-service.

• Initial Complaint

  Date:02/26/2025

  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 have purchased a unit and monthly subscription for oil back in March 2024. I was called to see about upgrading my unit..which i did. After trying the unit ( bigger and stronger) ... there were health reactions to the scents. I willingly tried multiple scents - in which my body did not respond. I called and told them.. i cannot use the units.. and scents... and they agreed to take the unit back.. and sent me a smaller one. I tried again.. and cannot handle living and working with the scents. I got a doc note and sent... and crickets. I have boxes of oils that i cannot use!

  Business Response

  Date: 02/28/2025

  We thank Ms. ****** for the opportunity to address this matter.
  
  The company acknowledges Ms. ******* concerns and appreciates her efforts in attempting to find a suitable scenting solution. However, after reviewing the account, there appear to be inconsistencies regarding the reasoning for requesting contract termination.
  
  Ms. ****** originally signed the contract in May ************************************ September 2024, citing that her husband did not like the scents. While the company understands that scent preferences vary, this is precisely why a 30-day trial period is provided. To accommodate Ms. ******* concerns, the company downgraded the diffusers to more standard equipment and oil pods, as she had expressed that the professional diffuser was too strong for her space.
  
  It now appears that after the downgrade, and based on her BBB complaint and doctors note provided that named her as the patient, Ms. ****** is now requesting an exemption due to her own personal health concerns. This presents conflicting information, as the initial reasoning provided was that her husband did not like the scents. Given this discrepancy, the company would appreciate clarification on the exact nature of the issue so that an appropriate resolution can be considered.
  
  If Ms. ****** can clarify whether the concern is related to her husbands scent preference or her personal health, it would assist in determining the next steps. We would appreciate being dealt with honestly, and therefore will wait on clarification from the client. 
  
  Thank you.
  
  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22994260
  
  I am rejecting this response because: 

  I do agree with the initial complaint being the scents did not work for my  husband... as scents changed/ they tried to add solvent  to reduce the scents...  which i was open to trying- which i  do not agree with. If something is hindering our health... that should be enough.  

  Throughout this scent journey.. i have also been diagnosed with cancer and cannot handle the scents... so this system does not work for either of us.  I got a note from my doctor.... which should be more then significate. And it should not matter.  It does not work for us or in our house.     

  I have asked on multiple occasions to end the subscription and plan..and i will mail everything back but have not received any sort of response. communication from them..except multiple calls to give them an updated payment method to continue the billing.   
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/03/2025

  We thank Ms. ****** for the opportunity to address this matter and sincerely regret to hear about her personal health challenges. We would like to inform the client that her request to cancel has been approved. 
  
  The return label is attached to this response in addition to being emailed. The return label is only valid for 14 days. Once the return shipment has been received and accounted for, the company will proceed with the cancellation. 
  
  We appreciate Ms. ******* cooperation in completing the return process.
  

• Initial Complaint

  Date:02/24/2025

  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 called Aroma 360 about their davinci360. They have a program where you pay $218 and agree to purchase their oils for 36 months at $109 per month. I spoke to their hard core selling Sales Representative on 02/18/2025 and agreed to finance this Machine. He told me that I had 30 days grace period to return the machine and the oils if I did not like the machine. I received my DaVinci360 on Friday, 02/21/2025. I tried all the samples over the weekend and they gave me headaches including Migraines where I could not function in my Apartment. I thought I had a 30 Day Trail Period which was told to me several times during the initial phone conversation on 02/18/2025. The Sales Representative told me no risk and I can return this machine if I did not like the scents or if I did not like the machine. I called the company to return the Davinci Aroma 360 on Monday, 02/24/2025. They gave me a return label that would go to their warehouse in *****, *******. The Manager told me that she would be calling the finance company to cancel my contract as soon as they received the Machine. My contact would be Null and Void to ***********. I would not be charged with the $109 monthly oils. She still would only refund me 1/2 of the $218 which was $109. 30 days Guarantee did not include my original payment of $218. I thought a 30 day Guarantee would include 100% money back Guarantee.

  Business Response

  Date: 02/24/2025

  Hello, Our records indicate that the client spoke with a Concierge manager today. The clients contract cancellation was approved. A prepaid return label was sent to the client via email along with instructions so to assure that the cancellation process is completed accordingly. The following is the content of the outbound email:

  "We would like to inform you that the cancellation of your contract with Aroma360 has been approved. The first step of this process is to return the machine(s) back to our warehouse. The prepaid return label has been emailed to you today and is only valid for 14 Days. You will have 14 Days to send the products back. If we have not received the diffusers, or the package is not in transit, you will no longer be eligible for cancellation.
  
  Should you have further questions or concerns, do not hesitate to contact our concierge team at ********************************** or call us at **************."

  Once the merchandise is received at our warehouse the final steps of the cancellation occur and the promised refund will be processed. Once completed, we ask the client to kindly close this complaint as resolved. Thank you

  Customer Answer

  Date: 03/01/2025

  I was only reimbursed for 1/2 of the initial contract with was $109.00.  I paid $218 for the free Aroma350 promotional DaVince Machine if I purchased the monthly oils for $109 for the next ************************************************************************************************************* the 30 day trail period.  No risk guarantee if I did not like the machine within 30 days.  

  The Aroma360 DaVince machine reached their warehouse and I have not been credited for the machine on the contract that I signed. The ***** Tracking number is ************. It was delivered, Wednesday, 2/26/2025, at 1:09 pm EST.  Signed by ******

  This company lies and tells their customers they will be credited once the ********************** Machine gets back to their warehouse and they wait for months and hear nothing from Aroma 360.  ****** the Company and they lock the door to their headquarters when reporters try to interview them for fraud. There is an entire ******** page devoted to Aroma360 problems.  This is how I knew to contact the BBB.

  Please help me get my money back and the 36 month contract voided since I returned the machine within 2 working days of Delivery.

  Thank you for working for me so this company can no longer con people out of their money.

  ****** *****

  Customer Answer

  Date: 03/05/2025

  I emailed Aroma 360 on Monday, 04/03/25, letting them know that my ***** tracking number show they should have received the Aroma Davinci on Wednesday, 02/26/25, at 1:30 pm. I only received 1/2 of the money refunded for the $218 promotional contract.  I have been credited $109 because Aroma360 told me that in the small print in their contact states that if you return the Aroma360 Davinci machine, you only get 1/2 of the $218 back.  The sales representative told me that I had a 30 day ***** period and everything was refundable.

  This company delays the return process so that they can charge you $109 for the oil in March.  They delay contacting customers so they can get the $109.  There is an entire ******** page, Aroma360 problems, where customers have mailed back their scent machine and never heard from the company. Some people got a response after several month but they had to pay $109 each month for the oils since their contract was not voided on time.

  Please help me get my $109 back and Aroma360 needs to call me as soon as they received the Davinci machine so I can void my contract.  They delay and even refuse to answer the phone if the phone number is associated with an account.

  Thank you,

  ****** A. *****

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22982964
  
  I am rejecting this response because: I did not get my $218 back, only $109. I returned the Davinci machine and they have received it but they will not void my contract which has me responsible for paying $109 for their monthly oils.  The Contract was for 36 months and me purchasing $109 each month for oils in my Aroma360 Davinci machine.  This has effected my credit since the contract is over $3000.00
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/05/2025

  You have complaints on from Aroma360 being a complete Scam.  Lots of complaints from customer who bought into the ********************** contract.

  Thank you,

  ****** A. *****

  Customer Answer

  Date: 03/05/2025

  Contract details from Aroma360

  Thank you,

  ****** A. *****

  Business Response

  Date: 03/05/2025

  Hello, we would like to confirm that the clients contract is cancelled and that the $109.00 balance was refunded on March 5th at 4:03 PM EST. Please note that depending on the client's bank the refund can take 2 to 7 business days to appear on her statement. We consider this matter resolved. Thank you

  Customer Answer

  Date: 03/06/2025

   
  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. I have spent many sleepless nights worrying about getting my account closed from **********************.  Thank you for expediting this contract and getting my money back. Have a wonderful day.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/06/2025

  I am writing a stellar review. I can relax since I have my money back and a voided contract.

  Thank you,

  ****** A. *****

• Initial Complaint

  Date:02/24/2025

  Type:Order 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 am trying to ****** a subscription with this company. Its flaring up my daughters asthma the aroma scents They told me that Im locked in till 2027 and theres nothing they can do about it to cancel it. My daughter is literally having asthma issues from the smells and scents coming from it, but they wont cancel it. I want to cancel immediately.

  Business Response

  Date: 02/27/2025

  Hello, a representative from Aroma360's **************** spoke with the client and requested a physician's note. Once we receive the requested correspondence we will work with the client toward an amicable resolution. Thank you

  Customer Answer

  Date: 03/12/2025

  Here is the ** note regarding why I need to cancel my membership. I also sent it to the corporate office and havent heard back.

  Customer Answer

  Date: 03/14/2025

  I sent to the email you listed 

  my email is ******************************** 

  Customer Answer

  Date: 03/31/2025

  Hello is there any update on this case I sent the doctors note in almost 3 weeks ago I have not heard anything from Aroma 360 and they are still actively trying to charge my card. I sent the doctors note to you and them.

  Business Response

  Date: 04/01/2025

  Hello, we thank the client for providing the Doctor's note via the BBB portal. The clients account has been approved for cancellation. To begin the cancellation process, we've attached a prepaid return label and ask that the client use it to return the diffuser. Once we see that the return is in transit, we will finalize the cancellation. Thank you.

  Customer Answer

  Date: 04/01/2025

  They told me when I originally made the complaint that they didnt take the machines back its probably recorded on the phone on their end but I said so do I send this back how do I cancel he said we dont take them back so I threw it out I didnt want it it was making my daughter sick (asthma related) so I removed it from the house. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22982312
  
  I am rejecting this response because:

  
  They told me when I originally made the complaint that they didnt take the machines back its probably recorded on the phone on their end but I said so do I send this back how do I cancel he said we dont take them back so I threw it out I didnt want it it was making my daughter sick (asthma related) so I removed it from the house. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/16/2025

  Hello, calls with the client have been reviewed. The client initially had issues with the 2 Mini Pro and Wireless Pro Scent diffusers in December 2024 that she purchased online. These were the items that she was told to discard. and replacements were sent. The client was never told that we do not expect return of the $720.00 professional grade diffuser.

  The cancellation was approved as noted in our previous response. We wish to remind the client that the professional grade diffuser was given to the client at no cost, in turn she agreed to a 36-month VIP oil program. Inasmuch as the client is not fulfilling her 36-month obligation, it is expected that the machine would be returned. Although the client has been using Aroma360's scenting products since September 19, 2024, without issues involving allergies; In good faith, we accepted the client's doctor note regarding her daughter and approved her cancellation.

  Again in good faith we will cancel the contract without receiving the professional grade diffuser. However, if the diffuser was not thrown away and given to another party, or is still being used by the client Aroma360 is not responsible for any damages, injury, loss, or consequential damages of any kind. 

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:

  the machine was 100% thrown away over 2 months ago I was tired of it being in my house and when I asked them if I needed to send it back he did say (we dont take them back) so I threw it out. And it was not being used in that time it was just sitting I have like 8 unused bottles of oil. 
  
  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:02/24/2025

  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 was charged via ACH $109 without my authorization. The only answer I have received repeatedly is to hurry up and wait. It has now been a week and I still do not have my money or any product whatsoever. I want my funds back now. Not in 20 plus years of banking has an ACH refund taken a week.

  Business Response

  Date: 02/26/2025

  Hello, our records indicate that the client's refund of $109.00 was submitted on February 17, 2025. We ask the client to please check his bank statement again as sometimes there can be a delay in communication between the merchant account and banks. Thank you

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:02/22/2025

  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.

  About 6 months ago Aroma360 was offering a deal to receive a free income HVAC scenting unit at the cost of the refill products as a membership. We had been a previous customer for about 2 years with mixed experience. The products would fail and Aroma360 would replace them as a favor. However, in August of 2024 we signed a contract to receive 3 bottles of product for $179/month for an extended term. The contract that was sent over is through a third party and was for the amount of $6000, however the associate assured me that was not the amount being financed. After several months of the wrong product being shipped, the diffuser not working the way it was advertised and being ultimately dissatisfied with the product and service, I reached out to cancel my contract and service. I was notified that my contract indeed cannot be terminated outside of the 30 day grace ******* I do not believe the contract held by the ********* is legal. I have signed plenty of contracts both personally and professionally and all have a termination clause. I have called and emailed repeatedly with no answer to call, message or email. There are SIGNIFICANT numbers of people who have started a ******** group stating a similar experience. The item itself is $1679 on their site. Why am I responsible for $6,000? I am looking to terminate my contract and subscription and I am happy to return all unused product and the diffuser unit itself. I am looking for your assistance in terminating my contract.

  Business Response

  Date: 02/24/2025

  We thank Mr. ***** for the opportunity to respond.
  
  Mr. ***** had access to the contract for review and signature via DocuSign, and immediately upon signing, DocuSign automatically sent a copy of the executed contract via email for download. The contract was signed on July 2nd, 2024, as part of Mr. ****** request to become a VIP member, following an appointment he set up to enroll in the program.
  
  Mr. ***** has been a client since May of 2022, and during this time, his diffuser had only been replaced once prior to joining the VIP program.These are electronic devices with motors, and while occasional issues can arise, we always strive to do the right thing by our clients. This is why ******** remained a satisfied client for more than 2 years before requesting to become a contracted VIP client.
  
  In reviewing the concerns about incorrect product shipments,we do not see evidence that the wrong products were sent at all, let alone for several months. The sample pack that was sent was to include five scents:Sunrise, Dream On, My Way, Ocean Eyes, and Skyfall, however, due to inventory issues, Skyfall had to be shipped separately from the rest of the pack a day or two later. This was not an error, although Mr. ***** believed it was. It was also explained to him that the scents from the discovery set could be used in the mini diffuser that he already owned. Additionally, the first shipment of oils containing Mr. ****** first quarterly three 500mL bottles was correctly sent and delivered on August 3rd, 2024. The scent received was Mystify, which Mr. ***** has consistently used, enjoyed, and requested over almost the entire time he has been a client.
  
  This is indeed a legally binding contract with a 36-month commitment to purchasing oils at a discounted price of $179.48 per month. The value of the contract is based on the total cost over 36 months at the agreed-upon monthly rate. The only opportunity for early termination is during the 30-day grace ******* which has long since expired. We have reviewed the audio recording of Mr. ****** sign-up call for the VIP program, and everything was properly and thoroughly explained, including that the financed amount was all-inclusive of all charges, tax, interest, and shipping, and that the monthly payment would never exceed $179.48.
  
  Since Mr. ***** has been a long-time client, we would love to figure out what is going on with his device and work toward making this the same positive experience he has had with the company over the past few years.We do appreciate his business and will do what we can to assist within the bounds of the contractual agreement.
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22978377
  
  I am rejecting this response because:
  

  While we certainly understand the constraints of the contract and the product limitations, we have had less than satisfactory scenting in our home  our biggest issue is the lack of scent in the home. If we could figure that out we would be more inclined to be satisfied. 
  

  Out HVAC system actually pushes the scent more to the exterior of the house than the interior, despite being connected to the interior fresh are circulator. 
  

  if we are able to resolve the quality of scenting in our home, I would consider the issue resolved  if we are not, then I dont see a need to continue the contract for a product that doesnt serve our needs.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/17/2025

  Hello, we would be more than happy to provide the client with an alternate scenting solution for his home. A representative called the client last week and left a voicemail message. We realize that there is a 4 hour time difference, and would like to accommodate the client. A representative from Aroma360 will attempt to reach the client again within the next 24 hours to discuss his concerns and to reach an amicable resolution. Thank you

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22978377
  
  I am rejecting this response because:
  

  I am not formally rejecting the response, but we have not resolved the issue at this time so I would like to keep the complaint open. I received 2 calls from the vendor. I am currently on vacation with my family. I did respond to her email and I hope to connect with her the week of March 24th. Ive attached a screen shot of my email response.  

  Sincerely,
  
  **** *****

  Business Response

  Date: 03/25/2025

  Hello, A representative from Aroma360's **************** spoke with the client today, March 25th and an amicable resolution has been reached. We thank the client for his patience and willingness to allow us to resolve this matter. Thank you

• Initial Complaint

  Date:02/22/2025

  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.

  To begin with, when I first made the purchase they offer was a cordless diffuser. When I received it I called and they said they ran out of them and sent me a wired one. By the month the infuser stopped working. It was so difficult to get in touch with customer service because they either only do it through live chat or by email. When I finally got in touch they sent me a replacement. That replacement stopped working again for the same reason, that there was oil at the bottom of the diffuser. This occurred regardless of how tight the scented oil bottle was. I receieve my last replacement November 2nd. I followed their recommendations even more which was securing the bottle really tight and not using it as often, which to me is ridiculous because I wanted my home to smell good, but instarted using it 2 hours out of the day and would keep it in low which means it would go on only a couple of times within the our. As of last week my last replacement stopped working again and I was told that it was out of warranty. I still have three bottles of scented oil that, by the way, they make you suscribe before you cancel your membership. So now I have oils and no diffuser. I would like the BBB to help me receive my money back for the oils purchased that I cannot longer use because I don't have a diffuser.Thank you

  Business Response

  Date: 02/24/2025

  We thank Ms. ******* for the opportunity to respond.
  
  We apologize for any inconvenience that Ms. ******* has experienced. We want her to be able to enjoy the oils she has, so we will be sending her a diffuser to ensure she can continue using them, without the need to start or continue with a subscription. If she later decides to begin a new subscription,she can do so without the need to fulfil a minimum time period, as she will already have a new diffuser to enjoy.
  
  We are here for support if needed, and we appreciate her loyalty. We want her home to smell great, and we encourage her to reach out if she needs any assistance with setup or troubleshooting her new diffuser.
  Please ensure the diffuser is not overused, as it is not designed to run continuously throughout the day.
  
  Thank you!