ComplaintsforSylvane, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a test that was supposed show whether there are fiberglass particles in my apartment and what level. The test is labeled as being manufactured by Building Health Check LLC. and it is model FSC. the Lab is ***** at ***********************************************************. My card was charged for this test on Dec 18, 2023. The test kit comes with a regular 4 x 91/2 inch white mailing envelope with a prepaid ***** shipping label attached to the envelope. The test is done and put into a small plastic container and then placed in this envelope. Numerous attempts were made and each time the package either never arrived at the lab for testing or arrived damaged without the contents. The details are on an attached document due to lack of space. I had asked for a refund but was told that wasn't possible.

  

  Business response

  03/27/2024

  Hello *************************,
  
  
  Thank you for reaching out to us. I apologize for the inconvenience caused by the lost replacement unit. We have processed a full refund to your account for the lost item.
  If you have any further questions or concerns, please feel free to contact us. We appreciate your understanding and patience in this matter.
  Best regards,

  Sylvane Customer Support 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sylvane ****************************************************************************************** ***** The portable A/C unit (Airemax APL06CE) will not come on. It's a brand new unit that was delivered on8/2/23 at 11:01 AM. I have not had theopportunity to use it until Wednesday 10/04/2023 and when I went to turn it on it just clicks hums and then nothing.I still have the box it came in.I purchased through Sylvane.Please advise on how I should proceed.Sincerely,***************************** SY64C6E48E31634 Print Invoice Order Date: 07/30/2023 Bill ******************************** **************************************************************************************** ** Ship To: ***************************** **************************************************************************************** ** Payment Method:Visa / Mastercard Card Number: **************** Expiration Date: 07/2026 Order Summary:Subtotal: $332.49 Shipping: FREE Tax: $23.27 Order Total: $355.76 *********************** Tracking:639935650555 am11998 - AireMax ***** BTU Portable Air Conditioner Model: APO110C SKU: am11998 Condition: New Status:Shipped ************************ Unit PriceQuantityShippingTotal $349.991 Ordered$0.00$332.49 Copy: Better Business Bureau

  

  Business response

  01/03/2024

  Dear Valued Customer,
  
  Thank you for reaching out to us with your complaint. Upon receiving your notification, our customer service representative promptly sent you the detailed instructions provided by the manufacturer to file a warranty claim.However, as per our return policy mentioned on our website at *********************************************************, customers are to notify us within 30 days for returns or replacements issued by Sylvane. Unfortunately, our records show that this purchase was made on 7/30/2023, and you did not inform us about this issue until December of 2023 in which your unit is the the manufacturer's warranty. ******* assigned to your case has been diligently working with the manufactuer on your behalf in an attempt to resolve this inquiry under the manufacturer's warranty. Please be patient while we wait for instructions from the manufacturer regarding a replacement.
  If you have any further questions or if there is anything else we can assist you with, please do not hesitate to contact us. We value your business and are committed to providing the best possible service.Thank you for your understanding.Sincerely,Sylvane Customer Support

  Customer response

  01/04/2024

   
  Complaint: 21089070
  
  I am rejecting this response because: The message from Sylvane is for the most part accurate except for the fact that my first attempt to get this problem resolved as directed was by emailing ********************** on Friday, October 6, 2023 at 07:12:28 PM EDT.
  
  
  
  
  After I had sent multiple emails to this support email address (as instructed by Sylvane) with no response, I reached out again to Sylvane who repeatedly tells me that I must now deal with the manufacturer / shipper. 
  
  
  How am I supposed to deal with the manufacturer that wont respond to Sylvane leave alone me?
  
  
  On November 14th, 2023 ***************** of Sylvane customer support wrote We have received your return request. My apologies to hear that you're having issue with the unit you've received. However, this particular product was shipped directly from the manufacturer, I will go ahead and get hold with the manufacturer on how to proceed and will get back to you as soon as I hear back from them.
  
  
  I emailed ***************** back and told him I had tried to contact them 4 times already and ************ wrote back on 15 November 2023 Thank you for your email. As much as I would love to assist you further, unfortunately, it is beyond our 30-day return policy. Please contact the manufacturer directly for warranty concerns however, we only have email for them and no phone number.
  
  
  We do apologize for any inconvenience this may cause you.
  
  
  Sincerely,
  Mark
  
  
  Almost a month later on 11 December 2023 Sylvane provided me a phone number to call in an email that said: Thank you for your patience and for bringing your concern. My apologies for the delayed response. As per our supplier, kindly try this phone number for warranty concern *****************. I hope this email finds you well.
  
  
  Calling this phone number added insult to injury as it is a prank telephone number that announces Hello? And just disconnects!
  
  
  I have purchased 3 of these units from Sylvane spending over $1000.00USD in total and I cannot believe this manufacturer warranty is nothing but a scam.
  
  
  I invite the BBB to call the number that Sylvane provided me ***************** and see what you think. ************, I invite you to call this number you provided me and maybe you will more clearly understand my frustration. If Sylvane is instructing its customers to contact the manufacturer for help then Sylvane MUST be responsible for their association with the manufacturer. 
  
  
  
  
  
  Sincerely,
  
  *****************************

  

  Business response

  01/04/2024

  Hello Valued Customer,
  
  As mentioned in our previous email, our agent **** is currently working with the manufacturer to address your inquiry. However, your inquiry was not forwarded to Sylvane within the specified return window. Our records indicate that this purchase was made on 7/30/2023, and you did not inform us about this issue until a few months later. Consequently, this inquiry falls under the manufacturer's warranty, as it exceeds the 30-day return window provided by Sylvane. Sylvane's return policy can be viewed at the following link *********************************************************. We will be updating you once we hear back from the manufacturer with a resolution. If you have any further questions or require further assistance, please do not hesitate to reach out to us. 
  
  Kind Regards,
  Sylvane Customer Support

  Customer response

  01/04/2024

   
  Complaint: 21089070
  
  I am rejecting this response because: PLEASE PLEASE PLEASE realize that I fully understand Sylvanes return window policy. Just because I didnt open the box and attempt to use the unit for two months after I received it that particular return option is no longer available to me through Sylvane, I GET THAT, but the replacement option under its WARRANTY (one year from date of purchase) is in full effect.
  
  
  How can I make this any more clear? I am not looking for a monetary refund, I AM LOOKING FOR A REPLACEMENT UNIT THAT WORKS. 
  
  
  MAYBE its time for Sylvane to make a complaint with the Better Business Bureau regarding whoever your manufacturer is. IF I CANT CONTACT THE DISTRIBUTOR/Manufacturer by following the link as provided by Sylvane and Sylvane refuses to give me the name, address and phone number of this third party DISTRIBUTOR/Manufacturer then how am I to EVER address the problem with them? 
  
  
  Just telling me **** is working on it does not mean that the DISTRIBUTOR/Manufacturer will EVER get back to you! I NEED A REPLACEMENT UNIT. To keep telling me that youre working on it isnt a bit helpful nor is it appropriate customer service. 
  
  
  
  Sincerely,
  
  *****************************

  

  Business response

  01/04/2024

  Hello,
  
  We are currently awaiting instructions from the manufacturer for a warranty replacement. An update will be sent soon.
  
  Kind Regards

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order number is SY6480D5774EECB. I placed an order from sylvane for 2 dehumidifier filters ****. I thought I was getting a good deal only to find out that I was being ripped off. They charged $40.79 for a single filter and gave me a 5% discount making my order $77.50. Once I placed the order, I just did a quick check and realized that the same filter was on Amazon for $25.99. There should be no reason for such a disparity in this economy. I tried calling to cancel but it was almost impossible to reach anyone. I tried using their online system and that was difficult as well. It ended giving me some weird authorization rather than the resolution I desired Before I knew it, they had shipped the items while I was attemptingto cancel. What I am asking for is for a price adjustment and not a refund, as the items arw already enroute to me. Sylvane should do the honorable thing and not overcharge me. This is so unfair and not a way to do business. If I had reviewed their BBB profile to see how they had treated customers, I wouldn't have ordered from them.I have attached proof that they are the same items. Please do the needful. I sincerely hope BBB can help me with this as I have a family to support. Any little bit goes a long way.

  

  Business response

  06/12/2023

  Dear Valued Customer,
  We are writing in response to the feedback you left regarding the price difference you found on Amazon at a cheaper rate. We understand that you were disappointed to see the difference in pricing, and we assure you that we strive to maintain competitive pricing to enhance our customers' shopping experience. However, it is possible that some prices may be lower on other sites. 
  We apologize for the technical difficulties you faced while attempting to cancel your order. We understand that this can be frustrating, and we regret any inconvenience caused to you. We assure you that we have resolved the issue. We sent you two pre-paid labels to return items. Once the items have been returned, a full refund will be issued. 
  We value your feedback and appreciate your time in bringing these issues to our attention. Please do not hesitate to reach out to us if you have any further concerns or questions.
  Thank you for choosing our service.
  Best regards,
  Sylvane Customer Support.

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  K Sonaike

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an expensive 5-year extended warranty that turned out to be (thus far) a complete fraud from Sylvane in 2019. They are the resellers of a product from a 1-star Yelp warranty product called New Leaf. As I've attempted to hold them accountable for selling me the fraudulent product and have requested they remove it from their business altogether, they have obsfucated, tell me they're going to return phone calls. They never actually return them but a CSR named ********************* (one of the people who refuses to speak via the phone) has been extremely helpful in acquiring a settlement quote from New Leaf, but New Leaf has refused to honor my acceptance of that quote (in more con man tactics) and Sylvane has decided to defend the reseller and its actions by claiming I didn't accept the offer (I have it on camera now). They also openly refuse to stop selling a product that openly defrauds its customers. I have wasted weeks of my life on this nonsense. I'm asking for a refund for the offer New Leaf refuses to let me accept plus the cost of the fraudulent warranty product itself plus tax ($183.05) as a pittance for wasting so much of my time and the attempts at retaliation/time-wasting/etc. Their behavior recently has been indefensible to the tune of way more than I'm asking for in terms of lost time. I'm also requesting that they stop reselling this fraudulent, deeply troubled product.

  

  Business response

  05/08/2023

  Hello,

  In response to the submitted complaint, we are responding. My name is ******, and I have worked with **************. I've personally communicated with him over the past week or so to resolve this issue as quickly as possible. In my explanation to him, I made it clear to him that working with New Leaf can take some time. This is detailed in their communications with customers. However, I have gone above and beyond to get his complaint/warranty addressed immediately. As of now, per New Leaf, the settlement has been accepted by **************. Within the next few days, a check will be mailed. Please reach out to them for confirmation.

  Thanks for the opportunity to resolve this inquiry.

  
  
  

  Customer response

  05/08/2023

  Upon trying to reach them in the instance of ongoing fraud from the product they're reselling, ************ and his colleagues retaliated against me by deliberately torturing me with a hold line that either hung up on me or stayed static forever. ************ eventually revealed in an email communication that he had no intention of ever speaking to me via the phone even though I had requested it more than a week prior. For that action and the hours upon hours of wasted time and effort that resulted in the business retaliating against me, I'm requesting that they 1) dissolve their relationship with New Leaf because they are knowingly selling a fraudulent product and 2) pay me $686.50 for my incurred losses based on the fraudulent warranty, or if the claim check from New Leaf does in fact arrive and clear in a timely fashion, I'm requesting no less than $183.05 from Sylvane for the cost of this deeply troubled warranty product and tax as a pittance for being retaliated against for attempting to get answers about the apparently fraudulent product they sold me.

  

  Business response

  05/22/2023

  Hello,
  It's our understanding that you have been refunded in full for your purchase in 2019. We've had zero customer complaints about this product and we will continue using New Leaf as a vendor. However, in resolving this quickly, ************ went above and beyond to help you. He informed you that this process could take up to three weeks. Thank you for your cooperation in allowing us to resolve this in a timely manner.
  

  Customer response

  05/22/2023

   
  Complaint: 20031801
  
  I am rejecting this response because it doesn't address a deliberate, institutional pattern of retaliation carried out on a consumer who was just trying to get answers. My original complaint contains documents of how openly rude, retaliatory and disingenuous Sylvane can be. They should absolutely not be allowed to do business in this state (CA), so I will be seeking refuge in the *************** of Affairs next if my complaints are not addressed. 
  
  Sincerely,
  
  *******************

  

  Business response

  06/01/2023

  Hello,

  New Leaf has confirmed the customer has been refuned in full.They sent us a copy of the warranty information sent to all customers as well as the check sent to the customer. We've had significant success with New Leaf and will continue to use their services. 

   

  Customer response

  06/01/2023

   
  Complaint: 20031801
  
  I am rejecting this response because it doesn't address the gross institutionalized retaliation that Sylvane participated in, evidenced by the documents I submitted, because they didn't want to respond to my ongoing issues with their extremely incompetent warranty provider. It took weeks to get a proper response. Until that retaliation is addressed, no dice. Sorry, this is no one anyone should be doing business with, anywhere in the country when there are alternatives like big-box stores willing to double warranties and offering generous 90+ return policies. DO NOT USE SYLVANE. GO ELSEWHERE. ALSO, BUY UNION.
  
  Sincerely,
  
  ****

  

  Business response

  06/21/2023

  Hello,
  
  This is to inform you that the customer has been refunded in full per the new leaf agreement and the check has been cashed. We will continue to work with New Leaf regarding warranties. We understand the importance of providing our customers with the best service, and we are committed to resolving any issues that *** arise.
  
  Best regards,

  Customer response

  06/21/2023

   
  Complaint: 20031801
  
  I am rejecting this response because they've addressed the refund but none of the retaliation or wrongdoing that occurred that is documented in the cache of documents I've sent you. They should be formally cited for FTC violations, at very least. No deal.
  
  Sincerely,
  
  *******************

  

  Business response

  06/21/2023

  Hello,
  
  This is to inform you that the customer has been refunded in full per the new leaf agreement and the check has been cashed. We will continue to work with New Leaf regarding warranties. We understand the importance of providing our customers with the best service, and we are committed to resolving any issues that *** arise.
  Best regards

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife, *****, purchased 2 Blueair filtration units from this company, 1 Blueair Classic 500/600 series and 1 Blue Pure 211+. These units were purchased online and were shipped to our home address on 9/9/20, supposedly with 5 year warranties. The fan control on the Blueair Classic 500/600 unit has failed. Seeking a repair/replacement resolution, I attempted to contact their Customer Support via phone on 3/15/2023, but never able to connect with a person, sent an email to their Support site. A reply was received on 3/17/23 requesting the serial number, shipping name and address, and proof of purchase. We were able to provide the following via photos sent of the unit and the packaging labels on the shipping carton itself (which I still have): the serial number, the shipping name and address and the ship date of the units which are all listed on the packages shipping labels. As this unit was purchased online, we did not receive a receipt. The following message was then received on 3/23/23 (Blueair)Mar 23, 2023, 15:42 CDT We are sorry, but without the proof of purchase, we are unable to verify your unit's eligibility for warranty coverage and provide a replacement. If you could locate a proof of purchase and respond to this email with it, we can continue with processing the warranty.I contend that the photos of the carton shipping labels which we emailed should stand as proof of purchase. They list my wife's name, our home address and shows the unit was shipped on 9/9/20 which places it well within the warranty period. Therefore, based upon their response, on 3/23/23 I notified them to stop automatic filter deliveries until such time as this issue has been resolved satisfactorily. Any assistance you could provide would be very much appreciated in resolving this issue. Please contact me should you require any additional information.Regards,****** Credit ************

  

  Business response

  04/03/2023

  Hello ******,
  
  Thank you for reaching out about your warranty issue with the Blueair Classic 5000/600 series. We are sorry to hear that you have had difficulty in this regard. Our records show no communication from you regarding this inquiry. It appears that you have been in contact with someone at Blueair as they require the serial number on the back of the unit for warranty repairs and a copy of your receipt. 
  
  We understand this is an inconvenience and will do our part to help you resolve the warranty claim. A copy of the sales receipt was sent to your wife's email on the day the purchase was made which is what the manufacturer is requesting. Attached below is a copy that you will need for the reaplacement or repair. Please let us know if your claim is not reloved after submitting this information to Blueair. 
  
  Thank you for bringing this issue to our attention and allowing us to help.
  Sincerely,
  Sylvane ****************

  Customer response

  04/03/2023

   
  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.  We greatly appreciate your assistance in helping to resolve our issue.  We also appreciate that the ************** of Sylvane, the facility from which the item was shipped, came forward and was able to provide a copy of the receipt. 
  
  Sincerely,
  
  ****** Credit

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a ********** ***** BTU Dual Zone Mini-Split Heat Pump 12k+12k dual pump a couple of months ago. then it was finally installed my licenced HVAC installer attempted to turn it on only to find the unit faulty. he spend several hours trying to debug it to no avail. i called sylvane to let them know. all they did was shrug, saying its been past 30 days.i understand not allowing returns after 30 days but they should REPLACE faulty units they sell. i shouldn't have to deal with the manufacture and pay the extra charges accrued for the install because of this.totally unacceptable. will not be shopping at sylvane ever again.

  

  Business response

  11/28/2022

  Greetings *************************,
  
  Thank you for contacting us. We received your complaint about our return policy regarding the unit you purchased from us on 9/29. According to our 30-Day Money Back Guarantee returns policy https://www.sylvane.com/return-policy.html, if you are not satisfied with your purchase for any reason, simply return the product to us within 30 days, and we will process a refund or replacement. Anything past the 30-day return window falls under the manufacturers warranty to which the agent referred you.  However, we are taking every possible action to make sure this issue is resolved with the manufacturer in a timely manner.
  
  Someone from our company will be reaching out to you within 3 business days to let you know the plan to resolve this issue and hopefully regain your confidence in our company. Please accept our sincerest apologies for any inconvenience this may have caused you. We highly appreciate your feedback.
  
  We look forward to helping you get this resolved. .

• Initial Complaint

  08/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 3 mini split AC units from Sylvane.com on 7/16/2022 with indications on their website that the units usually ship in 4-5 days. Having not received any shipping info I called them 7/25 in regards to tracking information incorrectly assuming they had already shipped, they had not and they were to let me know something via cellphone or email later that day in regards to shipping. Having received no response and concerned that perhaps this was a scam, I called back on 7/27 to check on the shipping status and they told me they could not tell me about when they might ship. They probably should have told me that on the 25th, anyway I cancelled the order and they shipped on 7/29 anyway. Now I am responsible for the cost to return and that is not the worst part. I called customer service at ********************** several times to get a return authorization number. They have been absolutely NO help. They say the units shipped from the manufacturer. That is all just fine but I ordered and paid for the units with them. I still have the units 2 weeks later still wrapped on a pallet just as they shows up. I even offered to deliver them back to the shipping terminal. This is unacceptable, I ordered, paid for, and cancelled the units ALL with Sylvane.com. There website says 30 day returns with return authorization. They should handle the return process or at very least give me the return authorization number and shipping labels. They should not pass this to someone that I have had no interaction with. My order number SY62D2DC58C009C Ordered 7/16/2022 Charged and paid to a **** card Shipped to:***************************** ******************************************************

  

  Business response

  08/25/2022

  Hello  *****************************,
  
  Please accept our apologies for any problems you have encountered with your order. The estimated fulfillment dates on our website are based on the manufacturer's processing time. The tracking information was requested on 7/26, but we did not receive a response. The order had already shipped when you requested cancellation. In the meantime, a pickup has been scheduled for the 3 units to be returned for free. A full refund will be issued to the card on file as soon as we receive them.  
  

  Customer response

  08/26/2022

   
  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 is all that I had asked for from the beginning.  I appreciate the quick response from Sylvane and the assistance of the BBB. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Frigidaire 12K BTU air conditioner from Sylvane, Inc., and paid $597.72 via PayPal. The air conditioner arrived three days later, but the packaging was falling apart, and I could see that the box had been opened previously. Thus, this was not a new air conditioner, even though I had paid full price and not the "open box" price.Worse, when I opened the package, there was a big dent in one side of the air conditioner, and damage and what looked like a burn **** on the grill on the back. I called Sylvane's customer service number, but a recording said customer service was closed - even though it was the middle of the day. I then tried to follow their online procedure for returns, but I got stuck in an endless email verification loop, and couldn't process the return. I then emailed customer service, telling them I wanted to return the product and why. (Their return policy gave me 30 days to return for any reason.) Next, I disputed the charge with PayPal. Sylvane still hasn't responded to me, and still hasn't responded to PayPal. In the meantime, there is a large, damaged box sitting in my building lobby.

  

  Business response

  08/02/2022

  Hello and I apologize for the problems you have experienced with this order. I do see you were able to reach an agent about your damaged shipment.  The agent has scheduled a pick up of your damaged item for a full refund.  Unfortunately, we occasionally experience damage when shipping. 

  Customer response

  08/03/2022

   
  Complaint: 17646778
  
  I am rejecting this response because:  They have said they will not refund my money until they have received the item back.  They claim they are going to have someone pick up the air conditioner tomorrow, August 3, 2022.  I will only accept their response when my money is actually refunded.
  
  Sincerely,
  
  *******************************

  

  Business response

  08/22/2022

  Hello *********, 
  
  Thank you for contacting us. Please accept our apologies for the cosmetic damages the unit incurred during transit with our shipping carrier. Our products are shipped in brand new condition with unopened boxes when they leave the warehouse. It's unfortunate that some of these items do get damaged in transit.  We do offer our customers a partial refund if they would like to keep the unit, or return it for a replacement/ refund. The email history staring on 8/1 shows an arrangement was made for the unit to be picked up and returned back to us for a full refund. The unit arrived back to our warehouse and a full refund was issued to the pay pal account on file with us. Again, we do apologize for the inconvenience this may have caused regarding this matter. 

   

   

  Customer response

  08/23/2022

   
  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

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a air-condition unit at Sylvane ORDER Reference: SY62C734D07DFC2 for the amount of $353.09 including a 2-year extended warranty. Upon receipt of the unit, I noticed that the unit will not fit the window as it was too small compared to the image and description of the product. I called Sylvane and explained to them that I needed to return the unit as I was still within the return window. The gentleman processed the return and sent me a return shipping label and promised me a full refund as I was purchasing a bigger unit. He reassured me of my refund together with the extended 2-year warranty that I purchased. I went ahead and ordered another unit Order Reference: SY62DB0B930D191 for $787.55. I shipped out the unit immediately and the return was delivered to Sylvane in its original package. I received notification of a refund to my paypal account for the amount of $307.58. I called Sylvane to question the shortage on my refund and was told that it is company's policy to charge return shipping. I was never told by the sale person that processed the return shipping label that they were charging me for the return. I believe that a consumer should have the rights to know what he is being charged in the first place. I believe that he with-held that information because he wanted to make the sale of the bigger unit. If he had informed me of the shipping charge, I would not have purchased another unit from Sylvane and would have disputed the charge with paypal. I was never given a choice to ship it myself or to use my ****************** method because I was not given that option. Sylvane owes me a refund of $45.51 to fulfill the full refund that I was promised by the sales agent. No consumer should be treated this way.

  

  Business response

  08/03/2022

  I apologize for this frustrating experience.  I have reviewed your account and have refunded you $45.51 today.  Thank you for your patience and understanding. 

  Customer response

  08/03/2022

   
  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,
  
  ***** Oyakhilome

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an air conditioner that was shipped and broken in shipping. They sent a second air conditioner that was also broken. I am a severely ill disabled senior. 10 weeks have passed and I still have no air conditioning. I am somehow expected to wrap up 90 pound air conditioners and send them back. I am not even able to get out of my bed and I have had to move to another location because I cannot tolerate the lack of air conditioning. These were damaged in shipping they are the responsibility of other people I cannot do this I cannot return this and I am struggling every minute to stay alive. I have been hundreds of emails and phone calls that I've gone back-and-forth and absolutely nothing has been accomplished. I need to focus on staying alive I cannot continually play games with these people. I need to return to my home but I can't because there's no air conditioning. I may die in the next few days this is so so disgusting.

  

  Business response

  07/21/2022

  Hello Bunita,
  
  We are very sorry that your window air conditioners were damaged in shipping. This is very unusual and we apologize for the inconvenience and hassle this has caused you. Since the cost of these two units $1800.00 it's important for our business to get these units back so we claim the damages with our carrier. This is why we provided you with free shipping labels to easily return the items.  Our call center manger called twice to have a conversation with you to work out a solution, but you hung up the call. We have credited your account for the full purchase. We would greatly appreciate if you could have your maintenance team put the AC's in boxes and we will have them picked up so that we can make a claim with our shipping company. 
  
  
  
  

*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. ↩