ComplaintsforAustin Air Systems, Ltd.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two Austin Air Healthmate Plus Junior Air purifiers for $796.08 in November 2017 using them continously for a total of 18 months at low speed, the remaining time both units were sealed in storage. In September 2020, just less than three years after purchasing the units a nauseating odor started emanating from both purifiers. Needing to replace the filters two years early was discouraging, but I called Austin Air and purchased two replacement filters for $279.00. In May 2020 again the filters starting spewing the nauseating smell and after lengthy discussions with various Austin Air employees who blamed the deterioration of the filters on my air quality, I felt no other option but buy two more filters for another $279.00. November 2021 again the awful smell has returned. I thought that the first set of filters to fail was due to wildfires in our area, but I received the second set of filters AFTER the fires had ended and our air quality returned to below 50, so I'm baffled as to why the filters fail with good air quality. Furthermore, I live in the mountains, have not done any major construction on my house, our air quality at my home is consistantly good and these purifiers have only ever been used in bedrooms on low. I have reached out to Austin Air and the only response is that the filters were purchased more than 30 days ago and someone will get back to me.

  Business response

  01/20/2022

  I am so sorry you have had issues with several filters.  Tanya from our office will be calling you today to resolve the issue. 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Consistency of their filters, and customer service has been a huge let down. As an engineer, I suspect they’re having quality control issues. Wouldn't be surprising given huge surge in demand, and probable supply chain issues. It’s been a saga. Bought a ********** filter last year, which worked great until 9 months later when it started smelling sweet and almost yeasty. This indicates it failed well under the 5 year life advertised. The rep recommended I get an AQ inspection, which I did, paying hundreds out of pocket only to find out our place is just fine. Following up with them again they said they wouldn't have done the inspection if it was them. Well, I did everything asked and still don't have a useable filter. Bought a ******* ******* filter this year, which smelled very sweet. The replacement filter also smelled. This unit was never usable. So much troubleshooting. Only resolve offered was selling me more filters, which have already proven to be a big gamble in quality.

  Business response

  10/19/2021

  Hello, 

  We are very sorry that you are unsatisfied with your purchase.  If you would like a refund, please contact Michael D**** at ###-###-####, extension 258 with your credit card information and we will provide you with a refund. 

  Best regards, 

  Austin Air Systems
  

   

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company shipped me a unit that has bent vent, and when I press the top, makes a ka-chunk noise. The metal cover seems bent or deformed. I purchased two and this is a replacement unit so I've seen a few units and none of the others made this loud noise when I push on the top nor were any of the vents bent. The retailer which sold the unit tried to discuss it with Austin Air, but Austin Air is claiming the unit is fine. I have trouble believing that an ~700 air purifier should make this noise when you press the top of the unit. I'd like a replacement without bent vents and that does not make a loud ka-chunk noise when I push on it. A new unit in new condition and I don't want to pay any return shipping or shipping. Note: this unit replaced one which was as loud on low as the other unit I received was on medium. For whatever reason, perhaps just bad luck, I've received a few bad units. I can send a video I took of the ka-chunk noise, but it's 20mb. The company has seen it.

  Business response

  09/03/2021

  Hello,

  We have been in touch with the distributor and provided them with a Return Authorization number for this air purifier.  They will be providing a shipping label for the return of the unit. 

  Thank you,

  Austin Air Systems

  Business response

  09/16/2021

  Hello Robert, 
  

  I am sorry that you were not happy with the service and product received - we definitely wish to resolve this issue to your satisfaction.  I would be happy to send you a free replacement filter.  Please let me know which model and color (black or sandstone) for the replacement filter, as well as your shipping address, and I will have it shipped out immediately. 
  

  Best regards, 

  Lauren 

  President

  Austin Air Systems

  Customer response

  09/16/2021

  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. Thank you.

   

  Color is Sandstone,
  Model: ********** Plus

  Address is:
  ****** ******* *** **** ****** ****** ****
  ************ **
  17036

  Regards,
  ****** *******

  
  
  
  

  
  

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