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:01/15/2025

  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.

  Our AC unit is less than a year old and has stopped working. The company asked me to send photos which I did. They then sent me a wire/plug to help resolve the issue but it did not. Since then, the company has been been ignoring my emails.  

  Business Response

  Date: 01/16/2025

  Hello *****,
  Thank you for getting in touch and sharing your feedback with us. On Thursday, January 9, 2025, at 2:13 PM, we emailed you after speaking with the store. They approved a warranty replacement for your unit (RGA#*****), which you can pick up at any Best Buy location. We recommend calling ahead to make sure the store has it in stock. Please note that the warranty only covers a replacementwere unable to provide a refund.
  
  We apologize if our original email didnt reach you. Please check your spam folder, and well also resend it.
  
  This replacement is a one-time courtesy, and we won't be able to replace the same unit again in the future. To avoid any problems, please make sure not to use an extension cord with the unit, as was done with the previous one, and as stated in the manual.
  
  If you need any other assistance, please let us know. Thank you.

  Customer Answer

  Date: 01/16/2025

   
  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,
  
  ***** *********

  Customer Answer

  Date: 01/29/2025

   
  Complaint: ********
  
  I am rejecting this response because: Hello,
  Can you please reopen complaint number ********? As directed by the company I reached out to Best Buy to get a replacement unit but they say that they have nothing on record. I even provided the authorization number that the company provided but Best Buy says they have nothing on file and cannot proceed without contact from the company. I have reached out to the company several times, but I continue not to receive a response via email
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/31/2025

  Hello *****,
  Thank you for your feedback. Our team has been working with Best Buy on your replacement and has been in contact with you throughout this process. At no point did we advise you to dispose of the unit, as we were actively coordinating with Best Buy on your case. The issue with your unit was caused by using an extension cord with multiple devices plugged in simultaneously. The user manual advises against using extension cords in several sections and this type of installation is not covered under warranty, the unit must be plugged directly into a dedicated wall outlet. However, as a goodwill gesture and in the interest of good customer service, we will be issuing a refund.
  Let us know if you have any further questions.

  Customer Answer

  Date: 02/03/2025

   
  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:10/01/2024

  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.

  I purchased 2 perfect aire mini split units. Both have failed. Both have had manufacturer component leaks. One inside unit has been completely replaced. All total over the past 2 years I have spent just over what the original purchase price was. These are cheap DIY chineese units and I do not recommend this company or its products to anyone for any application. JUNK!

  Business Response

  Date: 10/10/2024

  Dear James,
  Thank you for reaching out and sharing your concerns regarding the mini split units you purchased. We're sorry to hear about the issues you've experienced and would like to gather some additional information so we can look into your case thoroughly.

  To help us investigate further, could you please provide the following details:
  - An invoice or receipt from your technician providing proof of the diagnostic work related to the leaks.
  - A copy of your purchase receipts for both units.
  - The name and contact information of your technician so we can check if troubleshooting assistance was requested and review any notes on the units.

  Please note that our warranty covers one year from the purchase date, and we do not offer monetary refunds under our policy. However, we will do our best to assist you based on the information you provide.

  Please send this information to [email protected], and we will proceed with reviewing your case to determine the next steps.

  We appreciate your patience and look forward to resolving this for you.

• Initial Complaint

  Date:07/18/2024

  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.

  I purchase humidifier from perfect Aire-*****************. *********** IL *****. Telephone ************. The product held a one-year warranty on the equipment. This is the second one I purchased. They honored the equipment for the first repair. They wouldnt honor for repairs for the second repair. **** advised her to take the humidifier upset and add some water to create steam.

  Business Response

  Date: 07/25/2024

  Hello *******,
  
  Thank you for reaching out with your concerns. After a detailed review of your cases, we found that the warranty claim for your original unit purchased in 2022 was approved in 2023, resulting in a replacement dehumidifier despite being outside the standard 1-year warranty period. The claim was processed through the store, and you received a second unit as a one-time replacement, which fulfilled the original warranty promise.
  
  Please note that this replacement unit does not come with an additional warranty. Unfortunately, we cannot offer a refund or another replacement, as the original warranty obligation has been fulfilled. If you have any questions about this decision or if you need further clarification, please call us at ************, Monday through Friday.

  Customer Answer

  Date: 09/03/2024

  Complaint: 21973785
  
  I am rejecting this response because: There's something wrong with the machine. I wouldn't recommend this dehumidifier to anyone. It shouldn't go bad in less than a year.
  
  Sincerely,
  
  ***************************;

  Business Response

  Date: 09/09/2024

  Dear *******,
  We understand your frustration and apologize for any inconvenience you have experienced with your dehumidifier. As we previously mentioned, we replaced your original unit purchased in 2022 under warranty, even though the claim was made outside the standard one-year period. This replacement was provided as a one-time accommodation, fulfilling our warranty obligation.
  
  Unfortunately, we are unable to provide another replacement or refund for your unit, as it is not covered by any additional warranty beyond the original replacement. We appreciate your understanding in this matter. If you have any further questions, please do not hesitate to contact us at ************, Monday through Friday. Thank you for your understanding.

  Customer Answer

  Date: 09/23/2024

  Complaint: 21973785
  
  I am rejecting this response because: Please see the attached document. 
  
  Sincerely,
  
  ******* Hornung 

  Business Response

  Date: 10/01/2024

  Dear *******,
  Thank you for your continued correspondence. After careful consideration, Perfect Aire has agreed to honor your requested refund. While the dehumidifier was replaced outside of the warranty period, we are offering this refund as a gesture of goodwill to bring the matter to a close and avoid any further inconvenience to you. We will have someone from our team reach out to you through phone to collect your personal information for the refund. 

• Initial Complaint

  Date:07/05/2024

  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.

  I purchased a window ac with perfect aire through ace hardware. I troubleshoot it and I did all necessary steps to make sure it would work. How ever ace hardware refuses to give a refund and so does perfect aire. Including the fact I to merchandise back to them in same condition I got it with in 30 minutes of purchase. Perfect aire refuses to give a refund for the merchandise as well even with it being defective.As I explained to the customer service I need an ac unit that will work for this heat in ******* I have 5 small children in need of cold air as well. living in a trailer with no ac and temperatures reaching 120 in a trailer with no ac it becomes unlivable. I was told I can exchange at same store how ever the store has nothing but rude employees which makes me uncomfortable with getting an exchanged item. All I would want is a refund for the money I paid for it and to give my kids something that will keep them for getting a heat stroke.

  Business Response

  Date: 07/11/2024

  Hello *****,
  Thank you for reaching out with your concerns. The image you sent to our customer service team is of a ******* air conditioner, not Perfect Aire, which has caused some confusion regarding your installation. We assume you sent this image because your Perfect Aire unit was installed in the same wall sleeve. If this is the case, the unit will not function properly due to severely restricted airflow, resulting in no or low cooling. The user manual provided with your 6000 BTU window air conditioner includes instructions for window installation only, which ensures proper airflow by keeping all sides (including the top) unblocked. This detail was overlooked in your installation.

  Our 1-year warranty does not cover improper installation and is for the replacement of the same model, not monetary refunds. We previously approved a warranty replacement unit in good faith, recognizing the necessity for an AC during the summer.

  Regarding your refund request, we have spoken with the store, and they were already internally reviewing your request under store policy when your BBB complaint was filed. Perfect Aire cannot issue a separate refund for the same item. The store will contact you to inform you of the status of your refund request after their internal review, and we will follow up with them to confirm. If the store cannot issue a refund, we will reconsider your request, as we value your business.

  If you have any more questions or concerns, please feel free to contact us at **********************************

• Initial Complaint

  Date:06/18/2024

  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.

  ******(with my tech guy) diagnosed the problem why it didn't work and sent a new board, tech installed and it still didn't work. we called Denali and now they say its the inside board. mean while this will be my 3rd service call and ****** says it my problem to pay them, I just don't think it right that I should pay for this since in their packages their is a paper that says do not return to Menards call our tech support, if that was not their I would of just returned it.

  Business Response

  Date: 06/24/2024

  Dear *************************,
  
  Thank you for reaching out to us and bringing your concerns to our attention. To our understanding, a new system was picked up at the store late last week as a replacement system. Originally, we intended to provide a free replacement; however, since you have already purchased and received one through the store, this option is no longer viable. We have advised you to continue with a warranty claim on the original system through the store and to send us a copy of the receipt for the labor costs incurred. We will review the receipt and explore how we can assist in covering these expenses.
  Please do not hesitate to contact us directly at ********************************** or ************ Mon-Fri if you have any further questions or need additional assistance. 

• Initial Complaint

  Date:04/10/2024

  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.

  Bought 4/22/2023.Worked all summer when installed. Heater stopped working that winter. Technician thru our home warranty program came out tested it and refilled freon. Found no leak. ****** worked for a month in Dec of 2023. Stopped working and technician came back out and determined it was the Indoor Control Board.Per ****** request emailed them pics of the unit on Feb 2/19/2024. Reconfirmed on 2/28/24 and was told they would mail out control board. Case #******.Called again on 3/14/24 and was told the case needs review by a ****************.Called again on 3/27/24 and was told by ***** who was lead of **************** that it would be shipped out that day and I would receive a tracking # thru email. I didn't.Called 4/10/24 and talked to ***** again and he told me the exact same thing. I informed him that he said the exact same thing last time and now I wanted to speak to his supervisor.I discussed with ******, *****'s supervisor of the issue and he informed me that he would guarantee it would be shipped and I would receive a tracking number as well. That also since I have been working on this case prior to the warranty expiration that I would still be covered. I informed him them that I would be filing a BBB complaint due to the repeat offense.

  Business Response

  Date: 04/11/2024

  Hello *****,
  Thank you for reaching out to us. To address your concerns, we've promptly shipped a replacement indoor unit to you under warranty, in place of the indoor control board.
  Tracking information for the replacement indoor unit: ************ via ***** (please allow 24 hours for tracking to update on ***** website).
  Should you require further assistance or need an update on your shipment, please feel free to contact us directly at ********************************** 

  Customer Answer

  Date: 04/11/2024

   
  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:01/19/2024

  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.

  I purchased a Perfect Aire mini-split unit in October and had it installed a couple weeks later. The heat element never worked, and it has been a month of run-around between Perfect Aire, and the many techs I had to call (at my own expense). Two times, the tech was here, waiting for Perfect Aire to answer their customer service line, or return a call, during their normal business hours. After waiting an hour each time, the tech had to leave, and come back the next day. Perfect Aire has now decided they will not be covering the part needed to be replaced on my brand-new unit because of my "proximity to the beach and salt air." I live two MILES away from the ocean. The unit is designed to be outside, so how can the parts "fail" after only two months? My family in **** use mini-split units that sit outdoors in extreme heat and get buried in snow; Perfect Aire needs to take some design notes from the other companies. Total scam, *******-based company that sells bad units with bad parts, and refuses to honor their warranty.

  Business Response

  Date: 03/05/2024

  Dear *************************,

  Thank you for bringing your concerns to our attention, and we appreciate your patience. After a thorough review of your case, we would like to provide additional information and clarification for better understanding:

  Upon investigation, it was determined that the issue with your mini-split unit resulted from an installation error. Specifically, the condenser valves were not opened, impeding refrigerant flow.  We acknowledge that the instructions to open the valves are clearly outlined in the installation manual on Page 15 in Steps 6 and 7.

  Initially, the hired third-party on-site HVAC technicians' mentioned corrosion on the board and attributing it to the seacoast environment, led us to consider it as a potential issue during troubleshooting. However, upon further investigation, we determined that neither the board nor any sensors are defective or corroded. Instead, the primary issue was identified as an installation error involving the unopened valves.

  In response to this, Perfect Aire contacted **************************, the retailer, seeking their assistance in sending personnel to guide you through the process of opening the valves. To our knowledge, the unit operated correctly after the *** personnel came out to open the valves and this case has since been resolved to our knowledge.

  Concerning the reference to "proximity to the beach and salt air" voiding the warranty within 2 months, this was a miscommunication that has since been addressed internally within our customer service team. Our mini split systems feature additional protection such as gold fin technology on the condenser coils and enclosed internal electrical components, providing protection against seasonal weather and seacoast conditions. We are dedicated to ensuring your satisfaction and the optimal performance of our mini-split units in many different climates.

  If you have any further questions or concerns, please feel free to reach out to ********************************** - We are here to assist you.

• Initial Complaint

  Date:08/20/2023

  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 a Perfect Aire dehumidifier (model 1PFD22, serial number *********************** from Fleet Farm in ******, **, on June 3, 2023 for $124.99 (without sales tax added). This unit was also registered on the Perfect Aire website on June 10, 2023. In approximately one and a half months after purchase, the unit started leaking from the rear left wheel. I phoned Perfect Aire on July 31, 2023 and spoke to a customer service representative named *****. ***** took my information down and sent me an email to which I was to reply with a proof of purchase (once the proof of purchase was received, Perfect Aire was supposed to then send me a warranty claim number which I was then to take to the retail store where I originally purchase the unit to exchange the defective unit). I received the email and I had sent two photos of my original receipt on July 31, 2023 and again on August 1, 2023. ***** replied and stated that the receipt date was not legible and I needed to resend a better photo. I did so on August 1, 2023. I even went to the Fleet Farm and they printed me a copy of the receipt (in a different format). I emailed this on August 3, 2023. I emailed again to follow up on August 6 and 12, 2023. I never received an email reply since the August 1, 2023 email. I called Perfect Aire on August 16, 2023, and was on hold for over thirty minutes, in which I had to hang up after not being able to speak to a representative. I'm looking for Perfect Aire to honor their warranty and replace the leaking unit that I have.

  Business Response

  Date: 03/05/2024

  Dear *************************,

  I hope this message finds you well. We sincerely apologize for the challenges you've encountered with your Perfect Aire dehumidifier (model 1PFD22). Your detailed account of the situation is valuable to us, and we understand the frustration this has caused.

  We acknowledge the difficulties you've faced in receiving a response after providing proof of purchase, and we apologize for any inconvenience caused during this process.

  We would like to offer you a refund for the dehumidifier. To proceed with the refund process, please contact us at ********************************** and our team will guide you through the necessary steps.

  Once again, we apologize for any inconvenience this may have caused, and we thank you for bringing it to our attention. Your satisfaction is our top priority, and we look forward to rectifying this matter for you.

  
  

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 20496858
  
  I am rejecting this response because:

  Although I appreciate the offer to refund the cost of the original purchase price, I still have other costs that I wish to have refunded. This includes the cost of the extended purchase plan (since I would now not be able to use it since I'm being refunded) and also the cost to dispose of the unit at the local environmental disposal site (as it cannot be simply put in the trash). If these two additional costs would be included in the refund price, I'd be more than happy to accept the offer and have the complaint closed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/22/2024

  Hello *******,

  We understand your additional expenses for the extended warranty plan and disposal of the unit. We are happy to include these costs in your unit refund.
  
  Please email us directly at ********************************** and we can start the refund early next week. Thank you for your understanding and for giving us the opportunity to make things right. We're here to assist you every step of the way.

  Customer Answer

  Date: 03/31/2024

   
  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:01/20/2023

  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.

  June 25 2021 I bought the machine artic wind washer from **********************. The machine started to act up an make horrible noises months after purchasing we have contacted the contact number for the appliance an kept getting the run around. On July of 2022 the machine noises sounded like the washer was coming apart we couldn't wash clothes. We then contacted the appliance number an couldn't contact anyone until August 2022. They finally scheduled someone to come out ..1st time they looked at it an ordered parts then they put those in only for it to make the same noise, 2nd time they put parts in an we had to call them back because again the noise didn't go away the machine has not been used for months at this point ..3rd time ordered parts again never said anything specific on why my machine kept tearing up. The parts came an it was the wrong parts one was broke part they re in ordered parts again they come again this happened 6 times in total from one repair an still wasn't fixed. I contacted the company once again an they sent another repair man out the repair man put parts on it an said it should work ...once he left we started the machine an the noise continued. This has been repetitive with this company an it's been months of me having to take my clothes somewhere when I paid money to wash them here in my home. This is more than an inconvenience it's been very difficult to manage life with no washer an no laundry mats in my area at this point I either want another machine because obviously something bigger than a parts issue is going on for this machine to continuously break. If a replacement can't be given I want a refund it shouldn't be this difficult to manage a washer 5mnths of documented calls an no washer

  Business Response

  Date: 03/05/2024

  Hello *************************,

  
  

  I hope this message finds you well. We sincerely apologize for the issues you've faced with your Arctic Wind washer and the challenges in resolving them. We understand the frustration and inconvenience you've experienced with the third-party on-site technicians since the purchase of the machine from ************************** in June 2021.  We genuinely value you as a customer, and we want to make things right for you by offering a refund for the cost of the washer. To proceed with the refund process, please contact us at ********************************** and our team will guide you through the necessary steps. If possible, kindly provide a copy of the receipt if you still have it.

  Once again, we apologize for the inconvenience you've endured, and we appreciate your patience and understanding as we work towards a resolution.

  Thank you for bringing this to our attention, and we look forward to assisting you promptly.

  
  

  Customer Answer

  Date: 03/08/2024

   
  Better Business Bureau:
  As long as They are Will ng to refund and promise their word on fixing this issue 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************