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:04/17/2023

  Type:Order 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.

  Good morning,

  
  Invoice attached below includes the businesses mailing address and name.

  
  Please see below for relevant company information including website and email address.

  
  

  ************************************** **********
  
  *
  
  ****** *****************************
  
  *
  
  ****** **************
  
  *
  
  ******** *********** ************************************

  Business Response

  Date: 06/07/2023

  Dear BBB and ******,

  As already discussed with ******, the request to return the Rensair device for a refund came 5 months after purchase, which is why we have not been able to accommodate the request. 

  ***********;purchased a Rensair device on 8/22/2022. With the purchase, ****** was provided with the standard Rensair terms and conditions (found here *****************************************).

  ****** reached back out to us on 1/19/2023 informing ** that she would like return the product, but given the return period (30 days per ************** Law) had been exceed significantly, we informed her that it was not possible to do so. 

  Please reach out with any questions.

  Kind regards,

  The Rensair Team

  Customer Answer

  Date: 06/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The Rensair team is correct, and I certainly am not contesting the fact, that I purchased the Rensair device on August 22, 2022. However, understand that I am a single mother with limited resources, so prior to spending what is a considerable sum of money to purchase the air purifier, I had several lengthy discussions with ***************, VP of Sales, to discuss the device, its effectiveness, and the return policy if it did not provide the relief my son needed. Unfortunately no other members of the Rensair team took part in any of these discussions, and therefore they have no knowledge of what was discussed, specifically, the promise Al made regarding the return of the device if it did not provide relief and a safe haven for my son from all of the allergens that affect him.
  
  During our first conversation, ** shared with me that his son, like mine, suffers from a variety of allergens. He went on to discuss that while the Rensair device did not cure his sons allergies, it did provide a safe haven for his son in their home. From this initial conversation with ** and subsequent calls and emails, I felt ** was genuinely concerned about the well being of my son, which I greatly appreciated. I also appreciated the fact that ** understood that the cost of the purifier was beyond my means; and that if it did not prove to be effective in providing relief that I would have no choice but to seek a full refund.
  
  I explained to Al that my son attends college in ****** and has not been able to come to our home during breaks from school, because he suffers from allergic asthma, which is tied to our longtime pet, a  hypoallergenic dog. My son was not allergic to our dog prior to leaving for college. However, he developed sensitivity while he was away, and as a result, he suffered from an allergic reaction minutes after entering our home on his first trip home. In fact, he actually had to stay in a hotel during his trip to ******** because he would be miserable once he set foot in our apartment; and during subsequent trips home, my son had to stay with friends and/or his grandparents. 
  
  I further explained to Al that when my son returned to school I was determined  to find a solution so he could stay in his  own house during future trips home. I was determined to get the solution in place in advance of his next visit, which was to be in six weeks. I would like to note that I pointed out to Al that with my son not coming back home for six weeks, if the purifier was not effective then I would not be able to return it until after the 30-day trial period. Al understood the situation and assured me that, under these circumstances, the 30-day return period would be waived. 
  
  As a side note, subsequent to my conversation with **, I corresponded with my sons allergist regarding the Rensair device, and in his professional opinion, after practicing for more than 30 years, he did not feel it would help my son with his condition. But because I was desperate to find a solution that would hopefully provide some relief, and with ** being a convincing salesman, I went against the advice of the professional that has been overseeing my sons asthma and allergies for more than 10 years. A major factor in my decision was ************* that I would indeed get a full refund if I was not satisfied with the purifier in spite of going beyond the 30-day return period. 
  
  Unfortunately, ***************, who had been my main contact at Rensair, left the firm in  November 2022. As a result, I've had to deal with *************************************, a co-founder of Rensair, who understandably has no knowledge of my many discussions with **, including our understanding of the waiving of the return period. Not being aware of any promises made by **, ********* understandably refused my request for a refund. It was at that point, and in a move of desperation, that I reached out to *************** for his assistance in resolving the matter.
  
  In closing, I request that you please review the attached documents, including correspondence between *************** and me, both prior to the purchase and subsequent to Al's departure from the company. If you have any questions or would like to discuss this matter further, feel free to contact me at ************. Please understand I am not trying to pull a fast one, but I made a decision based on assurances provided by ***************, an officer of Rensair, who I believed had the authority to implement a different return policy due to my situation.
  
  Very truly yours,
  ****************************;

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************