ComplaintsforGuardian Technologies, LLC

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 14 November I placed an order for two germ Guardian air purifiers. I received them on the 16th and I sent an email on 24 November to let them know that one of the lights on the top was burn out, this unit is defective. They took forever to get back with me and when they did I have heard from two different individuals, Cedric R*******. I sent all the pictures and all additional documentation necessary and now they're jerking me around. Cedric is telling me they will not replace the unit until they investigate and he's asking for the same documentation I've already given once before. This fraudulent behavior is not acceptable and I no longer want to do business with this company, I wish to return the defective product and I want my money back and I will keep the other one that's in good working condition.

  Business response

  11/30/2023

  ***** appreciates this feedback because we take pride in our excellent customer service. ***** has contacted this consumer and was able to resolve this issue.

  Business response

  11/30/2023

  ***** appreciates this feedback because we take pride in our excellent customer service. ***** has contacted this consumer and was able to resolve this issue.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received gem guardian. Air. Purifier. Unit. As. A. Gift *************** ******** missing USPS. Filter inside. Box. Box. Filter 4825.Please. Ship. To. Me. Asap. Need. This. Filter for. Sr. Veteran!! Thanks..

  Business response

  05/17/2023

  We would be happy to provide the customer with a filter if they contact our customer service department directly. We do not have a phone number, email address or mailing address for this customer. Please provide us with that and we will send out a complimentary filter. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dec 19th ordered package through amazon. Shipped to me dec 21 via ups! Reported to amazon that package not received. Amazon says to file claim with ups. Ups says to contact shipper Shipper guardian technologies says to contact amazon! Nobody cares! Nobody refunds or resends anything, I want someone responsible for this and wasting all my time for a month to also give me $300 for stress and aggrivation and lost time sending 38 emails taking 8 hours and making 14 phone calls taking over 4-5 hrs as well.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Germ Guardian AC5250PT Air Purifier in 2016 and it carries a 5 year warranty. Just at the end of the warranty, the UV light stopped working despite replacing the bulb. I contacted Guardian Technologies and they were kind enough to replace the unit, I just had to pay $40.50 to ship the defective one back to them, which I did. The replacement sent has a different issue, loud fan noise during operation. I contacted them back and provided a video/audio recording. They offered to replace it again and I accepted. The second replacement has the same issue. At this point they are telling me the noise is expected operation. My original unit I owned for 5 years, same model number, never made sounds like this. It appears at this point production quality has degraded. When I asked what to do now they told me there is nothing else they can do since the "issue" is expected. I have other air purifiers in my home and none of them exhibit this type of issue. Guardian Technologies even admitted it was an issue after seeing the video/audio and replacing it a second time so how is it all of a sudden not an issue anymore? I then asked for them to reimburse me the shipping cost of $40.50 as it is clear they cannot honor the warranty to send me a functioning unit in similar condition as my original. They also refused this. So now I spent $40.50 to ship the original unit to them and continue to have a malfunctioning unit. I am asking the business to reimburse me the original shipping charge of $40.50 to mail in my original unit or simply refund my original purchase price of $157.28 so that I can purchase another model unit that would hopefully not have this loud fan noise during operation.

  Business response

  12/29/2021

  We have reviewed the email information between our Customer Support Team and Mr. ********.  I have attached the information.

  We can refund the $40.50 that Mr. ******** spent to send in his unit for inspection. 

  Mr. ********'s unit was out of warranty and we did waive the $30.00 cost for out of warranty service as a courtesy.  Mr. ******** did contact us about the 1st and 2nd courtesy replacements he received, noting they did not run as quietly as his original unit purchased 5 years ago.    The video that was sent by Mr. ******** was sent to our Service Technician and confirmed to be running as manufactured.  Mr. ********  does have 1 running unit.

  I will request a check for $40.50 to be sent as a courtesy to Mr. ********.

  Customer response

  12/29/2021

  
  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,
  
  ******** ********
  
  
  

• Initial Complaint

  06/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is in regards to Order #*********, placed on GermGuardian.com on 6/8/2021 for the Germ Guardian AC5250PT Air Purifier. Condition: New. The unit was received in good condition and well packed; however, the fan makes a loud rattling sound, it is defective. As per other reviews online for this model, rattling and grinding noise defects are quite common. In order to receive a refund, they want me to return it at MY EXPENSE...it is simply unethical to make a customer pay for a company's mistakes. Guardian Technologies needs to implement better quality control before sending units out, I will not pay to return a faulty unit. As stated previously, this model of air purifier has many bad reviews online of being defective, so it's not just me. Yet the company has failed to address it properly, and my estimate is if I had to pay return shipping, it would cost around $50! That's half the price of what this air purifier costs, that's unrealistic, especially since the item is defective.

  Business response

  06/15/2021

  *** **** contacted our Customer Service Team regarding his product over the weekend via email.  Our Team responded Monday morning.  Our normal return policy is that return costs are the responsibility of the customer, which we did let *** **** know.  After *** **** responded we provided a prepaid label for the return of the unit.  The unit is expected to be delivered today to our warehouse via Fed Ex, tracking *************.  As soon as the product is process through our Returns Department, our Accounting Department will issue a refund for the amount paid. 

  I have attached the email communication between *** **** & our Customer Service Team.

  Customer response

  06/15/2021

  [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,
  
  ******** ****
  
  
  

*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. ↩