ComplaintsforScentAir

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ScentAir Whisper Pro diffuser on January 5, 2024. The diffuser arrived at my home on January 10, 2024. I then ordered a cartridge for the diffuser on January 11, 2024 which arrived at my home on January 18, 2024. On January 18, 2024, I started using the diffuser. Unfortunately, the diffuser immediately did not operate as advertised. The scent was only detectable within two to three feet of the diffuser and the scent faded within days of initial operation. I called ScentAir customer service approximately on January 23, 2024 to report the issue. After trouble shooting, the diffuser continued not to operate effectively. I requested to return the product, but customer service indicated the return policy was only seven days from the purchase date. In my case, that would equate to only two days due to a five day shipping period. The only solution customer service provided was to send me two strong scent cartilages free of charge. Unfortunately, those cartridges did not resolve the problem. I have called customer service and the technical department several times. The diffuser continues to not scent more than two to three feet from the diffuser for no more than 10 days. The diffuser is basically useless. Im requesting a full refund for the diffuser.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scentair had sent our bill to collections. When we seen it I emailed and asked them to call and I paid all the past due invoices over the phone with the business debt card and asked them to cancel. The man on the phone told me that it was all good and I wouldnt get anymore invoices. So I thought it was over. Today I received another invoice. I call and talk to them and there nothing they will do cause I need a letter canceling. Was never told to me ever. They will not make it right.

  Business response

  04/22/2024

  Hello,

  I have authorized my teams to cancel your account and credit the two open invoices.

  We appreciated your business with ScentAir over the years as a customer.

  Thank you,
  *******************
  VP Customer Experience
  **********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April.07.2024 I ordered a Scent Air Diffuser for home and scent air cartridge. I paid $187.69. I received the product and I could tell immediately it was used as it had scratches on it from a previous owner. I tried emailing the company 3 times with zero reply. I then went to the internet and found out with hours of research ghat this company has horrendous customer service and its very difficult to get your money back. I want a refund for them sending me a USED machine.

  Business response

  05/01/2024

  Hello,
  
  I have instructed our internal Finance to process your refund as soon as possible.
  
  Your refund was internally approved and will be applied to your payment method.
  
  Thank you for your business.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted ScentAir in 2022 and purchased a few of their small office machines. I enjoyed them, so I contacted them to see if they had something that would last longer since we leave it on for long periods. The salesman mentioned that he uses the commercial one for his home and loves it. It was quiet and lasted for months, and I could cancel anytime. Long story short, we discussed upgrading to the commercial machine. He said I could get three at $165. I signed a contract, and they shipped me the machines. I took one out of the package and quickly learned it looked too commercial and loud to enjoy. I tried it out for about a week and told them I wasn't interested in it and to please send postage and shipping information so I could return it. I tried reaching out multiple times, but they did not reply. I then started to receive invoices, which ended up being $165 x 3, which was even more concerning. I wrote several times that I wanted them to pick up their equipment, but they continued billing and sending me replacement scents. I still want to return this stuff. I want them to honor the cancellation anytime, too. They say I owe thousands now, and I no longer work for that company. They are the worst company in terms of communication and follow-up. I'm shocked they are still in business.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed order number ********* on 1/5 and have yet to receive my order or any information regarding if it has even been shipped. I sent an email to customer service on 1/12 asking about the status of my order. On the same day, I received the following response Thank you for your order I have emailed Shipping for a status I do see the order has been boxed but no shipping label printed yet.. Having heard nothing else, I sent another email on 1/16 requesting a refund if there were no plans to ship my items. I received no response to the 1/16 email. Due to the incompetence displayed thus far, I have no faith that the correct items would be shipped and have no desire to attempt to rectify any issues should they ever bother to ship so I would simply like my money back.

  Business response

  01/31/2024

  ScentAir fulfilled and shipped this order on January 19, 2024. 

  Attached is the ***** shipping tracking number and photograph of successful delivery on January 22, 2024.

  We plan you are satisfied with your purchase. If you have any additional questions or concerns, please contact Ecommerce email address: ****************************************  Phone: ************

  Thank you.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company representative selling cotracts for 36 months are deceiving customers that customer can cancel anytime. The company locks you in a contract for 36 months and their product doesn't work after month 1. First month the scent is very noticeable, but after month 1 there is no trace of any scent. We have tried different scent to try to fix the problem but no changes. Tried cancelling the contract, no-one responds back for a month.

  Business response

  01/19/2024

  Hello,

  ScentAir approved your cancellation at the end of your current billing cycle without any early termination fee.

  ScentAir has many scenting and indoor air quality solutions for different target locations and spaces.

  Thanks for giving us the opportunity with your initial business.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A salesman named ***** came into **************** promising to help with the smell of the swimming pool and gym. We tried his free sample products that smelled great in and office but it did not work for our lobby area. He suggested that I sign a contract and try a different machine and it would work better. I agreed to try it. When it arrived, I put the scentair in our lobby and it didn't seem to help. I called him right away. He said I needed to lay it on its side. We tired that. He came back out again and said I needed to install it up high. I had a shelf and electrical installed up high and it still did not work. We went back and forth for over 2 months with emails and phone calls and I told him I wanted to cancel. I got the run around from him and his company telling be I could not get out of a 3 year contract. I sent back the machine and the cartridge's but they continued to bill me. I paid a final bill of $553.56 just to be done with this company! They have continued to bill me and continue to email and call saying I owe another $136.14. This company has horrible ethics and should not be able to try to trick customers into a contract. Please help!!

  Business response

  08/30/2023

  Hello,

  *******************, VP Customer Experience at **********************.

  I have instructed my team to credit your outstanding invoice.

  After the credit memo is applied you will not be receiving any further notices from ScentAir.

  Thanks for raising your concern for us to make it right.

   

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wow. I really wish I read all of these complaints on this website before ever purchasing from this company. I first received my machine in November 2022. I wrote them in January once I received my first bill. I mostly just had questions on the billing process. My rep doesn't get back to me, the company doesn't get back to me when I email them with any questions I have, or when I was asking to cancel my contract. I finally was able to reach someone in the retention department and they were no help whatsoever. "You should've read the contract"! Yes, I actually did read the contract!! Unfortunately, I am no longer able to fully operate my business on where I used these products due to family health issues. Also, peoples financial situations UNFORTUNATELY change over the course of time - sometimes better, or in my case worse. I have begged to cancel my account and was told that I will have to pay the remainder of my contract, which ends in November ****. I think this is absolutely crazy! I have continued to be billed after I have written the company multiple times. I want to be done with this company forever!

  Business response

  04/05/2023

  We would like to make this right for you.

  From reviewing your account, it appeared you have past due invoices.

  In case history you contacted us wanting to remit payment for the past due invoices and cancel your account.

  I will send you a direct email in follow-up to drive conclusion.

   

   

• Initial Complaint

  11/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  02/29/2016 started monthly service agreement, Paid over *******, contract is renewed after 36 months, no renewal notice received thereafter, nor does it indicate anywhere in the contract that there is a penalty fee for canceling early which is still the remaining contract months left. This is unfair to have to pay a full remaining amount for early cancelation, when we wont be using this service anymore.

  Business response

  11/18/2022

  Thank you for your feedback. As Im sure you are aware, contracts are part of many service-oriented businesses: internet providers, cell phone carriers, fitness centers, service agencies, etc.Unfortunately, they are necessary for running a business when youre providing equipment and supporting a large customer base.
  
  As of now your account is set to cancel at the end of your term in 03/01/2025. Please let us know if you wish to cancel end of December 2022 by 12/05/2022. There will be a contract termination fee in the amount of $2,624.18. In section 12 of our agreement, default in payment or violation of any terms of this Agreement by Subscriber shall cause the entire contract balance, including past due amounts, to become immediately due and payable to ScentAir as liquidated damages.
  
  In section 4 of our agreement, explains the automatic renewal terms.
  
  Upon review of your account, we show that we have provided you with the cancellation information for your system at the end of your term.
  
  Thank you again for sharing the details of your experience.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We originally signed-up for a program with Scentair to receive a subscription of services and products on a month-to-month basis. Not only was the service of this company non-existent, they also didnt mail us any products for over 5 months. They claim to have kept their end of the deal and the quality of products has gone down since the neglect. They are refusing to cancel my subscription and not responding to my phone calls/concerns. They have been sending me an abundance of products and charging extra fees for things I did not ask for. This company is a complete scam. I wish to be in contact with the **** as he may not be aware of this situation since his staff will not give me his contact information and keep passing me around. They have threatened to bill us for services/products that we never received.

  Business response

  10/25/2022

  Date: 10/25/2022
  Subject: Service cancellation

  Hello,

  ScentAir will be cancelling your agreement as requested on 10/27/2022. You will no longer receive any future invoices.

  We will be sending instructions for returning the two black *********** machines to ScentAir headquarters.

  *******************
  Vice President of Customer Experience
  **********************

*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. ↩