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:12/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On May 14, 2023 I placed an online order at **** ***** Canada, order 229246262, to buy the Humidex Garage & Barn Humidity Control Ventilation System ***** ******.
  This was intended to help control the humidity in my garage as I had significant rust damage on a car I no longer own. My garage is a detached garage with the interior dimensions approximately 19'6" L x 12'11" W x 9'6" H Area =19.5 x 12.92 = 251.94 sq ft Volume =19.5 x 12.92 x 9.5 = 2,393.43 cubic ft I had the product professionally installed in my garage by Big Guy Electric Inc. After several weeks of using the product, I found that it was not reducing the humidity in my garage as advertised. I reached out to the manufacturer, Clairitech Innovations Inc. via their website form on July 29, 2023.The representative I was put in touch with was ****** *******, ticket 39482. I answered all of her questions and provided photos to her. On August 1, 2023 ****** confirmed in writing that the installation was compliant with their requirements. Many emails shared back and forth over several months. ****** then responded that I choose to believe my “low quality” hygrometer over the GVS-HB unit. Everything else is the problem except the unit. The weather, no matter the time of year, snow, ventilation (the unit is a ventilation fan!!), size, number of floors all of this is the problem but not the unit itself. I spent over $500 buying this product and close to $800 having it professionally installed. I have included all photos, documents and reviews.
  The listing says it controls humidity for spaces up to 750 sq ft and my garage is a fraction of this size. It also says it is a “dehumidifier” but does not contain any condenser coils to remove water from the air. This product does not work as advertised and the customer support is extremely poor. I can not simply return the product as it has been permanently installed in my garage wall.

  

  Business Response

  Date: 17/01/2024

  Dear M ******* ****,

  Upon reading your message, we genuinely felt your frustration and disappointment, and for that, we are truly sorry. At Clairitech Innovations, we pride ourselves on ensuring our customers have positive experiences, and we do our best to resolve the problems encountered by our customers as possible. It saddens us to know that you are dissatisfied.
  
  More, we thank you for your collaboration in providing pictures of the installation which we confirmed was within compliance and the video of the test which was very helpful. The test does confirm that the garage system is working as should. The fan responds to the level of humidity from the sensor in the unit which indicates that it is 55%, if, for instance, the RH% was at 88% the fan would not decrease in speed at all. This is a test that we have used for many years with the standard garage systems and has proven to be effective and reliable. 
  
  In conclusion, refunding the garage system is not an option, however, we can offer you the following solution. You can send your GVS-H-B to us, at no charge to you, so we may test the system at the manufacturing plant. This we hope will help ease your concerns and that you have confidence that your system will live up to your expectations, which is our priority.
  
  Due to our diagnosis following the various tests carried out by our agents, a refund of the garage unit ($500.00) is not possible, but we can offer you to send us your GVS-H-B, free of charge, so that we can test the system in the manufacturing plant and if it proves to be defective we will carry out the repairs or replace it. We hope that this solution will help alleviate your concerns, and that you can rest assured that your system will meet your expectations, which is our priority. 
  
  Best Regards.
  
  ************* *****
  General Manager.

  Customer Answer

  Date: 18/01/2024

   I am rejecting this response because:
  
  
  While I appreciate the offer I am doubtful this will result is resolving the issue. Their response indicates that the product detects and responds to humidity levels which means it is a fan with a hygrometer inside it. This doesn't address the fact that the unit does not actually control the humidity in the garage as it was advertised to do on the **** ***** website with words like "dehumidifier" and "humidity control" .  When I set the product to 40% or lower, I expect the humidity to reach that level or better. The business seems to think a higher humidity level is acceptable and suggests the unit works.  I also don't know how to remove the unit without damaging the wall in my garage. I expect the company to either suggest how to get the humidity down using this product or remove the product and it's advertising until the advert is factual and consumers know what they're actually buying. Failing either of these I require a refund.

  

  Business Response

  Date: 26/01/2024

  Dear M ******* ****,
  
  Your assessment of the alleged failure of the
  ventilation unit you purchased and installed is based solely on the readings
  provided by a poorly-made hygrometer. You continue to assume that these values
  reflect the prevailing hygrometric conditions in the room where the ventilation
  unit is installed, which in turn is equipped with a relative humidity
  measurement system that has proven its effectiveness over the last twenty
  years.
  This so-called hygrometer, whose inaccuracy you
  never question, is glued to a metal support, which amplifies the measurement
  error.
  Metal substrates are better thermal conductors,
  and their surfaces have a higher concentration of moisture than others. So your
  complaints about our product are unfounded.
  
  
  Best Regards.
  
  ************* *****
  General Manager.

  Customer Answer

  Date: 29/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21137652, and find they have failed to address the failure of their product. Even if we disregard the "inferior hygrometer" the product turns off at a setting much higher than the desired humidity level. As an example, I have had the unti set to 30% for a month now and just yesterday the unti would only turn off when set to 70%. This is not the desired result at all. To claim this product controls humidity or dehumidifies is a false claim and I will raise this with the competition bureau as false advertising.

  This complaint is not resulting in the company rectifying their error and it is clear I have lost money on this poor investment. I ask the BBB to warn consumers about this faulty product so that others are not at a financial loss like myself.