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:15/06/2023

  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.

  Unsolicited phone call with the impression it was mandatory

  

  Business Response

  Date: 15/06/2023

  We will put the person's phone number in our do not call registry to avoid further calls.

  Customer Answer

  Date: 22/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/05/2023

  Type:Customer Service 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.

  Platinum Air Care called me today even though I am on the do not call list.
  
  Immediately tells me they want to schedule my yearly appointment. I have never had this company to my home.
  
  I told her I had never had a call from them or had them to my home so I was not being scammed by her. She hung up on me.
  
  If I want work done in my home I look for quotes and call local businesses. I would never have a company that is not local come to my home.

  

  Business Response

  Date: 08/05/2023

  From our stance, this should not be a complaint to our BBB profile. Allegations in this complaint are also made towards us which are completely untrue.
  A call was made, and while the person who initiated this complaint suggests they are on the do not call list, we cannot give a clear reason as to why we were able to call them as we do in fact, follow the do not call list.
  The only alternative solution offered to all individuals who do not want us to call them is to provide us with their phone number so we can add it to our own internal do not call list as well.
  Since the complaint filer chose not to provide their phone number, only "519-000-0000", we cannot do this and may call again otherwise.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  After I received the call there were several other people complaining about the same call in my area through a town of Kingsville group on social media.  
  
  When they called me they didn't even mention an option of being put on their company do not call list.  I refuse to give them my number through this complaint as I believe the calls will not stop.  
  
  After I received the call I went to the Ontario do no call list to make sure my number was still active and it was, so no they do not follow Ontario's do not call list.  They are not in one of the groups that do not have to follow the guidelines and I never contacted them first.
  
  I am not asking for any mediation, money, etc.  I just want them to actually follow the rules and stop calling people.  I found their representative rude and not even willing to be helpful, which offering to put my number on their in-house do not call list would have been, instead she hung up on me.  I have found that companies that do hang up on you do so, so they can keep calling and say "They didn't ask to be put on our do not call list, so we can keep calling."

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

  

  Business Response

  Date: 09/05/2023

  The individual is unwilling to work with us by providing their phone number to be added to our in-office do not call list to ensure their request.
  Contrary to what the individual suggests, we do follow the proper guidelines and will again consult our phone listing service to confirm this discrepancy stated by the complaining individual.

  Again, without a phone number provided to us we are unable to guarantee we will not call them again, and are also unable to check this phone number's voice recording (as all of our phone calls are recorded) to confirm or deny the accusations that our telemarketing representative was rude and/or hung up on this individual.
  To be clear, it is no benefit to our business for our representatives to be rude, nor for us to call someone who does not want to be called again in the future.

  We again take the stance that this file should not be a complaint on our records as no transaction, agreement, nor any service was performed between the two parties and we are willing to make efforts to ensure no further contact with this individual are made but are being rejected.

• Initial Complaint

  Date:02/08/2022

  Type:Product 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.

  This unprofessional "business" takes advantage of elderly people, and made an unsolicited sale of an expensive air cleaner to my mother-in-law, who's decisional capacity is compromised due to her age. The item was put in her home on Feb. 11, 2022 for $3,400. They entered her house again on Mar. 18 and Jun. 27 to unnecessarily service the item, and charged her an additional $231.48. We contacted the business on Jul. 27 to cancel her account and request a refund. They said they would speak to "Management" and placed her on their "Do Not Contact" list. When we did not hear back, and we contacted them again, they offered free service on the item for a year, ignoring our request to not contact her again.

  

  Business Response

  Date: 02/08/2022

  The main issue with our customer's daughter-in-law is that we are unable to return/refund a used product over 5 months old. The customer's son spoke with us prior to this complaint - which we offered a free year of service (valued at $499+HST to maintain the air purifier 4-times in a single year) in good faith to offer a compromise.
  
  Quality air purifiers like ours which the daughter-in-law discredits need to be thoroughly refurbished, sanitized, and have their filters replaced when returned as it is a health device. This procedure is even more costly the longer the product has been used.
  What we fail to understand is that the attempt to return and the complaint made have come now well over 5 months from the original purchase, and the actual customer has been very pleased with the product.
  
  Regarding the visits:
  A technician is scheduled 1 month later after every purchase made with our company to check on the air purifier to make sure everything is working correctly (This is what our visit was for on March 18th - there was no charge).
  The customer instructed us that she did not want to clean the unit, to which we offer maintenance packages to maintain the unit on their behalf on scheduled dates (This is what the June 27 visit was regarding, and the $231.48 charge, this includes a service call, full cleaning of the unit and filter replacement).
  
  Since the daughter-in-law believes this maintenance is "needless work" (as specified in her negative ****** review) we refer her to our website to maintain the air purifier herself on her mother-in-law's behalf. https://www.platinumaircare.ca/service/electronic-air-purifier-cleaning-instructions
  
  And while it is unfortunate the daughter-in-law is displeased with us, we believe to have made good efforts by offering a valuable compromise to their issue regarding cleaning the unit. We did not ignore their request to not contact the customer and added the customer to our own do-not-call list to ensure no further solicitation, however, we will not be able to proceed with our free year of service as clearly the daughter-in-law does not want us to visit the customer again.

  Customer Answer

  Date: 03/08/2022

  
  
  Complaint: 17649424
  
  
  
  I am rejecting this response because:

  It does not begin to address the initial issue, which is how my mother-in-law came to purchase the unit in the first place. She did not seek out this business for their services. They contacted her via telemarketing, and as such, an 89-year old, whose mental faculties are not what they were due to her age, made an uninformed decision to purchase a $3400 machine that she does not understand what it does, or how to operate it, as she has told us. Therefore, to state in the previous response that she is pleased with the item is false. Knowing she does not know how to maintain the device gave the sales people another opportunity to charge more to perform maintenance services on her behalf.

  In terms of not contacting this business in the 5 months since it was placed in her home, we live in a different city and are not trying to expose risk to our elderly mother during COVID due to my husband's profession. If we were present at the time of the unsolicited sale, we would have been able to gather all the information and help to make an informed decision on her behalf as to whether she required a $3400 air cleaner or not.
  
  
  
  Sincerely,
  
  
  
  Alisha Robinson

  

  Business Response

  Date: 03/08/2022

  With respect to the solicitation, we offer free promotional inspection services. For us to have been able to make contact with the customer was due to the fact that she must not have been listed on the do-not-call registry, which is why after the customer's son who recently contacted us, we added her to our own internal do-not-call list to ensure no further solicitation. After our promotional inspection, our staff leaves information to promote our business which the customer must have inquired about.
  
  In regards to COVID-19 visitation, the daughter-in-law should find relief as it is a medical-grade air purification device, and in the past 2 years, these units have widely been used for the specific reason of protection from viruses like COVID-19 and improving ventilation and purifying the air.
  
  Again, we reiterate that the customer (not the daughter-in-law) is happy with the air purifier and specified this the last time our staff spoke with her. We retain the position of offering a free year of service as the customer still benefits from the product and notices a substantial difference with using it.