ComplaintsforOnTel Products Corp.
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Complaint Details
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Initial Complaint
07/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the pure chill air cooler. Nothing ever arrived by the mail. No shipping updates, no products. When I reached out to the company to cancel it all receive a refund, you can never get through the customer service. No one answers the phone and no one responds to the emails. They had no problem charging my CC though. I’m feeling like this company is a scamBusiness response
07/17/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer was not happy with their delay in receiving the Arctic Air Pure Chill.
Order & Tracking Information:
Order # ******* Customer reference # **************** received 7/2/2021
4-Arctic Air Pure Chill
Order was just shipped on 7/9/2021 with *** ** Tracking ********************** showing this was delivered to the address below on Saturday 7/10/2021 at 1:27 pm and left on the front porch.
***** *** ******
We trust this information will satisfy the customer and close the matter satisfactorily.
We thank you for your patience.
Sincerely,
Customer Service SpecialistCustomer response
07/17/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** *** ******Initial Complaint
07/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
July 5th 2021 i ordered online 2 Artic Air Pure Chill for $114.97. My order number is ********. I got a thank you email saying thank you for your order but never telling me when it will be delivered and no tracking number so i emailed the company 3 times got no reply back then called 2 times to 1-***-***-**** and was put on hold. Nobody ever came to the phone. I am being ignored. This company takes your money then ignores you and they never give you a tracking number or a date of delivery so now i want my $114.97 refunded and put back on my credit card.Business response
07/15/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer was not happy with their ordering experience for Arctic Air Pure Chill.
Order & Tracking Information:
Order # ******* Customer reference # ******** received 7/5/2021
BOGO Deluxe Arctic Air Pure Chill $79.99
Separate Bonus Fee 19.99
True Shield Replacement Filter 14.99
Total $114.97
We are currently experiencing a backorder. Nothing is billed to your account until the order is shipped.
We have canceled your order so nothing will bill to your account.
Quality customer service is very important to us and we thank you for bringing this to our attention.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistCustomer response
07/16/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *****Initial Complaint
07/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed a order #***************** on June 29, 2021 and have been trying to find out when this order will be shipped. I have call the phone number on the order lots of times but have not been able to get a answer, it just rings until it cuts off. I tried sending emails to the company, but have never received an answer. Both have been unavailable. I went on the status web site to check delivery of the items, and It states ORDER NOT FOUND. They charged my visa account in the amount of $98.94 and $102.98 for Arctic Air Pure Chill on 6/30/2021. these charges were for: Arctic Air Pure Chill $89.99,Shipping $8.95, Replacement Filters $34.99, Lifetime Warranty $18.00, a second Arctic Air Pure Chill $49.99. I want to cancel this order and demand a full refund of $98.94 and $102.98 to my visa account. This company has charged me for products that states when going on the Order Status 'ORDER NOT FOUND'. Thank you for your help, ******* ******Business response
07/16/2021
******* ******
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer was not happy with their ordering experience for the Arctic Air Pure Chill.
Order & Tracking Information:
Order # ******************* Customer reference # **************** received 7/2/2021
1 Arctic Air Pure Chill Personal space Cooker
True Shield Replacement Filter
Order shipped on 7/9/2021 with *** ** Tracking ********************** and was delivered on 7/14/2021 at 4:06 pm and left at the front door.
Order & Tracking Information:
Order # ******* Customer reference # **************** received 7/2/2021
1 Arctic Air Pure Chill Personal space Cooker
Order shipped on 7/9/2021 with *** ** Tracking ********************** and was delivered on 7/15/2021 at 5:19 pm and left at the front door.
The customer has disputed this with their credit card company on 7/15/2021 for $102.98. Once a dispute has been filed, the credit card company reverses the charges and blocks further activity for this transaction. Therefore the customer has been reimbursed and no credit is due at this time.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistCustomer response
07/22/2021
Complaint: ********
I am rejecting this response because: I need confirmation that Ontel Products Company is settling the $98.94 and $102.98 disputed amounts. One of the Air Pure Chill machines leaks water and the other when plugged into a outlet, the plug as well as the cord got very hot and burned my fingers when trying to pull it out of the socket. I have tried to contact the Customer Service Dept. but again never answered the phone or email. If they want these faulty products returned, please send me a prepaid mailing label within the next 5 days or otherwise I will dispose of them. Again no contact info. was provided on the BBB reply from Ontel. Since I have been reimbursed by my bank, I will settle this claim once I have heard back from Ontel what to do with the faulty items & confirm they are settling both amounts of the claim .
Regards,
******* ******Business response
07/24/2021
Dear Better Business Bureau,
Since the customer has disputed the charges with their credit card company. Credit has been issued to their account.
Once a dispute has been filed, the credit card company reverses the charges and blocks further activity for this transaction. Therefore the customer has been reimbursed and no credit is due at this time.
There is no need to return the defective Arctic Air Pure Chills, they may dispose of them.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistCustomer response
07/26/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******* ******Initial Complaint
07/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have not receive pure chill airconditioner. Can not get through to customer service.Business response
07/16/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer was not happy with their delay in receiving their Arctic Air Pure Chill.
Order & Tracking Information:
Order # ******* Customer reference # *************** received 7/2/2021
1 Arctic Air Pure Chill Personal space Cooker
True Shield Replacement Filter
Order canceled on 7/9/2021 per customer request, credit issued $125.58
Order & Tracking Information:
Order # ******* Customer reference # **************** received 7/2/2021
3 Arctic Air Pure Chill Personal space Cooker
Order canceled on 7/10/2021 per customer request, credit issued $213.94
Quality customer service is very important to us and we thank you for bringing this to our attention.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistInitial Complaint
07/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Produce want not what is said it can do , I follow the instruction and it did not cool the area at all, it blow out more hot air. I want to get my full refund of 64.33 and for the company to provide me a shipping label . I spoke with a rep and they said it not there problem. my tracking # was ********************** . this is false ad and it not way do what is describe.. thanks ****** *****Business response
07/07/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer that their Arctic Air Pure Chill was not working properly.
Order & Tracking Information:
Order # ******* Customer reference # **********
BOGO Arctic Air Pure Chill $39.99
Separate Bonus Fee 19.99
Tax 4.35
Total 64.33
Quality customer service is very important to us and we thank you for bringing this to our attention. We have requested a full credit to their account for $64.33. This credit will reflect on their next billing statement. The customer does not need to return the defective items.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistCustomer response
07/09/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** ****Customer response
07/26/2021
Complaint: ********
I am rejecting this response because:Ms* ********* this is ****** **** My Address *** ******* *** ******* ***** ******I filed a claim against the company because they falsely advertised there product that I boughtI received a response back saying I could keep the product and they would Happily refund my money back into my account .After excepting there offer you and I spoke on the phone ,I asked how long it would take them to refund my moneyand you told me to give them 10 days to refund my money if not then you said to give you a call back. I spoke with **** today whichis 7-26-21. She advised me to email you and ask you to reopen my claim.. If you could give me a call back as soon as possible I'd really appreciateit. I would like for this to be resolved this week because I'm on disability and rally need my money back into my account .
Regards,
****** ****Business response
07/28/2021
Dear Better Business Bureau,
We are sorry that the customer was not happy with our first response.
Credit was issued to the customers **** account ending in **** for $64.33 on 7/7/2021 with transaction ID *********************
The customer would need to check with their credit card company or bank to see where the credit was applied to their account.
Thank you for your patience.
Sincerely,
Customer Service SpecialistInitial Complaint
07/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I asked to cancel this order by email to the email they provided less than 24 hrs after order...I tried to call first but the line hangs up. No one replied about my email so you can't talk to them to resolve anything. Now they have shipped part of the order I cancelled....I want a full refund over their failure to supply customer service.Business response
07/07/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
We are sorry that the customer that their Arctic Air Pure Chill order.
Order & Tracking Information:
Order # ******* Customer reference # ****************
Arctic Air Pure Chill Shop
This order was canceled. The customer also filed a dispute with ****** on 7/6/2021. Once a dispute has been filed, ****** reverses the charges and blocks further activity for this transaction. Therefore, the customer has been reimbursed and no credit is due at this time.
We trust this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistInitial Complaint
06/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 6/25/21, saw an advertisement online for the ***** ****. Decided to purchase 2 for iPhone for an upcoming trip. Used ****** to pay for purchase, total was $44.89. Then I received an email confirmation for the purchase and was charged $82.59! When I checked, shipping charge was not shown and I was not made aware of the $33.98 additional charge for shipping. $33.99 for shipping!! After reading the email confirmation, I immediately emailed the company at [email protected] asking to cancel my order. I also called the customer service number at ************* to speak to a representative and cancel my order. I was on hold for 32 minutes and then got hung up on.Business response
06/30/2021
Dear Better Business Bureau,
Your correspondence has been directed to me for handling. Please accept my apologies for any delay this may have caused. I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
Order information:
***** * ******** ******** *** ****** Received 06/25/2021
***** *** ********* Set of 2 $37.90
Priority Handling and shipping to HI $33.98
Tax 3.72
Total $82.59
Action Taken:
The customer contacted customer service and the order was canceled and credit was issued back to their ****** Account
We trust that this information will satisfy the customer and close the matter satisfactorily.
Sincerely,
Customer Service SpecialistCustomer response
06/30/2021
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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.
Regards,
********* *********
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Customer Complaints Summary
648 total complaints in the last 3 years.
26 complaints closed in the last 12 months.