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:06/25/2024

  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.

  Our son owned a Newair ice maker, so we decided to go with his advice and purchased one on 2/9/24 for $323.00. ( His has quit working also since our purchase), The ice maker produced ice for the first 3 months, Newair advertised...The Newair countertop crushed ice maker has you covered. It is a home essential for anyone who wants reliable, perfectly formed nugget ice. After three months, it quit producing ice, We contacted Newair via email My newair ice maker has quit working. Powers on, but will not make ice. I have run thru clean program twice, emptied / refilled tank. Still will not make ice. June 12th, we contacted Newair again, they told us to unplug icemaker for 24 hours, then run the cleaning process two times, we did that and it produced ice once and then stopped making ice. After reading the reviews many customers are dissatisfied and are left with a product that is useless.

  Business Response

  Date: 06/25/2024

  Hi there ,
  

  We're delighted to assist you here at Newair! We're sorry to hear about the issue you're facing, but we're here to help make things right. Upon reviewing our previous communication, we see that you confirmed the unit was working on June 14th after following the troubleshooting steps. We understand it's not working again, so we can happily arrange for a replacement unit. Please inform us if you'd like to move forward with this option. Unfortunately, we're unable to provide a refund since this was a third-party purchase. Refunds are only applicable for direct purchases made on our website, Newair.com.
  
  Best Regards, 

  Customer Care

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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.

  To NewAir Corporation **************************************** ***************************, Director of Quality and Compliance From: Ajay Punjabi ***** *************************** ***** ************ Dear **************************,I have several NewAir beverage fridges in my properties, and as a contractor I have installed over 100 of these units in numerous customers homes as per my recommendations.I do so because I used to obtain excellent customer service when issues arose.In my personal house, I recently installed a NewAir beverage fridge (6 months ago). It is leaking from the bottom of the fridge, the floors have just been renovated and are engineered hardwood. Luckily, I caught the leak in front of the fridge before any damage occurred. I have tried to contact NewAir customer service to speak to a manager, as the manager who helped me in the past (*********************) is no longer with the company. I am disappointed to let you know that the level of service I received from the latest correspondences have left such a negative impression that I am writing this letter to you. The new manger has consistently avoided my request for calls, avoided my emails, and send me responses that are clearly an attempt to create hurdles for customers who are buying their products. I simply asked for phone calls back over 6 times (making 8 different phone calls and leaving voicemails). Apparently, even a phone call back is met with technical difficulties as in her own words.I have no interest in corresponding with this team in *************** any further, and would like direct communication with you going forward to resolve this issue. Please give me a call back within 5 days of this letter directly so we can resolve the issue with my new fridge please.Ajay Punjabi ************

  Business Response

  Date: 06/17/2024

  Hi there, 

  Thank you for reaching out to us, I am sorry for any inconvenience cause. We have contacted your via phone and came to a resolution of providing a replacement unit. Your replacement order is SO94752935749592443, ***** tracking is 275939595193. Kindly provide the cut cord images as soon as possible this way we can close the interaction in our system. It was a pleasure assisting you. 

  Best Regards, 

  Customer Care

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  I purchased one and had problems with it shutting the pump down even though there was water in it, it was under warranty so they sent.a new one, same problem with new one but happened after warranty was up, they sent. E a new pump though and it didn't help the problem. Even though the warranty was expired they sent me a refurbished unit. Guess what same problem! They know it is a problem with the unit but won't do anything to solve or fix it.

  Business Response

  Date: 03/20/2024

  Hi there, 

  We appreciate you reaching out to Newair. We regret to hear about your recent experience. Upon reviewing the details of your communication with us, we noticed that you did not provide a receipt or images showing the cut cord of the previous defective unit. Despite this, we proceeded to help by offering a new replacement unit and two water pumps. However, it seems that this solution did not resolve the issue as per your feedback.
  
  Please be informed that the unit in question has been discontinued, and we no longer have it in stock for a replacement. In order to assist you more effectively, could you kindly provide us with he warranty receipt this way we can determine the warranty? If not provided we can only issue a out of warranty discount code for a new purchase. 

  Best Regards, 

  Customer Care

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  Purchased a Newair countertop nugget ice maker in November 24, 2022. I came home one day and the machine had leaked all the water out on the floor and the cabinet I had it sitting on ruining my cabinet. I went back to Amazon where I bought it and found that numerous other buyers had the same issue of water leaking from the inside. I emailed the company and asked for help to fix the unit. I sent a video showing the unit had been well taken care of and there was nothing that I could see to fix. Unfortunately your warranty has expired and we have discontinued that unit. They had obvious problems with that model and should replace or refund the customers that trusted them to provide a quality product. Saying unfortunately doesnt repair the damage that was done to my cabinet or give me the product I paid for. The product is defective and you should notify consumers about possible water leaks that can damage home property. Is the intention of this company only to make products that last for the warranty?

  Business Response

  Date: 03/20/2024

  Hi there, 

  Thank you for reaching out to Newair! We are sorry for the experience, we like to inform you we are proceeding with a courtesy replacement unit. Kindly respond to the email interaction with the cut cord images for us to proceed and provide a timely resolution. We hope to hear from you soon. 

  Best Regards, 

  Customer care

  Customer Answer

  Date: 03/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/18/2024

  Type:Delivery 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.

  I received a Newair 840 count cigar humidor in December 2023 with a broken door handle And faulty sensors that does not maintain the temperature and humidity settings inside the humidor. To Newairs credit, They did acknowledge this particular model has faulty sensors, and that they would send me a replacement.I have been told a new humidor will be sent once the item is in stock, however, its been over three months and I am being told theres no foreseeable delivery dates of this particular model through the end of April, 2024.I find disappointing that on Newairs website, even though they notate the item is out of stock, They still advertise the 840 count humidor for purchase. Even the support representative I spoke with said this is just a marketing to get to view and purchase the item. This is bad business and I intend to make this very well-known on social media and the Internet So that other consumers do not experience my frustration and disappointment based on Newairs obvious supply chain issues and misleading consumers to order this particular model item when there is no foreseeable restock date in sightAdditionally, I think its only fair that Newair Makes it known that this particular model has faulty sensors, and therefore should inform consumers of the faulty product so that they can be repaired or replaced.

  Business Response

  Date: 03/20/2024

  Hi ***, 

  Thank you for contacting Newair! I am sorry to hear about your experience I will be more than happy to assist you. Kindly note your order has been recreated under SO94752935749565878, we will work diligently to have the order ship as soon as possible. Tracking will be provided as soon as the unit ships out. Once again we apologize for any inconvenience caused. 

  Best Regards, 

  Customer Care

  Customer Answer

  Date: 03/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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.

  I purchased a Newair 24" Built-In Dual Zone Wine and beverage Fridge (AWB-260DB) on 3/2/21 and installed around August 2021 since we were building a new house and it wasn't ready for the wine cooler on 3/2/21.The unit stopped cooling around the first of March, 2024. The unit is running, has no dust build-up, the display lights up and is responsive, but it is not cooling anymore.My wife and I are the only ones in the house, so the doors are open/closed no more than once a week.I have perused the Newair web site for comments regarding this unit, and it seems it is a historical problem that this unit quits working after 2 to 3 years.Totally unacceptable for a unit that costs close to $816.00!!!

  Business Response

  Date: 03/18/2024

  Hi there, 

  Thank you for contacting Newair, I am sorry to hear about your experience with the unit. However I am here to help. Kindly note Newair manufacturer's warranty is 1 year starting from the date of purchase. We can proceed with a courtesy replacement unit for you. Kindly note we request a return of the defective unit where you can package and place the return label provided by us on the package. If you don't have packaging you can use the replacement unit package. You can either contact ***** to schedule the pick up or take it to the nearest ***** location. Kindly let me know if you would like to proceed. 

  Best Regards, 

  Customer Care. 

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair 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.

  I purchased the NewAir Portable Clear Ice Maker 40-Ib StainlessSteel from QVC on 05/15/2022 for $311.86. At the time the machine was acting up QVC was out of stock so I reached out to NewAir. They told me to snip the cord and forward a picture to them of the back of the machine along with showing the cord that I cut. I received a replacement of the same machine and after a few months started experiencing the same issue with the thick block of ice and not releasing from the tray, the machine just shut down. I reached out to NewAir for the 2nd time after going back and forth about their faulty machine and they sent me a 3rd replacement of the same machine. The 3rd machine lasted a couple of months and had the same issues as the previous 2 machines. I reached out to NewAir for the 3rd time explaining that the same problem continues and why isnt the company following up on these complaints to make a better product? This time around they offered 30% off a new machine!?! I wanted my 1st machine to work like it should have! I will never purchase another product from this company! I feel like this is nothing but a scam to steal money from customers!

  Business Response

  Date: 02/06/2024

  Hi there, 
  

  Thank you for reaching out to us. We are sorry to inform you that your warranty has already expired. Please note that our manufacturer's warranty begins from the date of purchase and does not reset if a replacement is issued. Additionally, we do not provide refunds for purchases from our retailers.
  
  However, we would be pleased to assist you with a replacement unit for the clearice40. Could you kindly verify your shipping address so that we may proceed with the one-time courtesy replacement?
  
  Best regards,

  Customer Care

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair 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.

  I purchased Model: AWB-360DB Newair 24 Built-in Dual Zone 18 Bottle and 58 Can Wine and Beverage Fridge in Stainless Steel from Walmart.com May of 2020. It quit cooling December of 2023. I attempted all troubleshooting to no avail. I contacted Newair. A representative told me within minutes both temperature sensors had failed. She provided a quote of $47.22 for the parts to be mailed to me. I declined and searched the Internet for reviews. At the time of purchase, the only real complaint about the unit from reviewers was that it was a bit noisy. There were no reviews at the time re: temperature sensors; however, now there are several reviews stating the temp sensors had failed. I submitted a one-star review referencing other reviewers with my same issue and was contacted by *************************** asking that I expound on the problem and provide proof of purchase. I did so and indicated I was waiting to hear from Newair before contacting the BBB. He replied that the unit was out of warranty and was happy to offer me a fantastic 30% discount on a new unit at $999.99. I declined. It is my opinion that Newair has a problem with the temp sensors going bad on this unit. I believe they should send me the parts for free, at minimum. What I'd be thrilled with is them sending the parts and covering the repair.*********************************************************************************************

  Business Response

  Date: 02/02/2024

  Hi there,
  
  I am sorry for any inconvenience caused. I would be delighted to assist you by sending the replacement part at no additional cost. Kindly inform me if you would like us to proceed with this arrangement.

  Best Regards, 

  Customer Care

• Initial Complaint

  Date:01/19/2024

  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.

  I bought the diamond heater on Dec 2022 from Best Buy, the item was broken just right after one month return window. It took me about one month to email the Newair customer service and go back and forth. They only agreed to ship the replacement until I delete my review on ****** and Best Buy. The whole process was frustrating and annoying but I finally got a replacement since its under one year warranty. When I got the replacement, I asked them if the one year warranty also apply for the new item, they said yes. Last week, the low heat didnt work and only high heat did for this heater. I contacted the customer service again, they said there was no one year warranty for the replacement and its far more than one year. They didnt do troubleshooting or any instruction help, just ask me to buy a new product from them with 40% off discount. Of course, I will never buy anything from this company. And based on my case, I could only assume the product would only be used within one year and replace every year.

  Business Response

  Date: 01/22/2024

  Hi there, 

  I apologize for any inconvenience or confusion that *** have arisen. I would like to provide you with a clear explanation of our warranty policy. When you purchase a new Newair product directly from our website or an authorized retailer, it is accompanied by a one-year manufacturer's warranty. Should you encounter any issues during this warranty period, we are pleased to assist you with a replacement unit. It is important to note that the warranty period commences from the date of purchase, and if a replacement unit is provided, the manufacturer's warranty does not reset. If your warranty has expired, we greatly appreciate your loyalty and offer a more substantial discount than usual for the purchase of any unit from our website. According to our records, your unit was purchased on 10/4/2022 from Best Buy, and a replacement was provided within the warranty on 11/17/2022. Another claim was made on 1/15/2024 for assistance; however, we regret to inform you that the warranty has already expired. As a gesture of goodwill, we have proceeded with a discount code for your next purchase.

  Best Regards, 
  Customer care

  
  

  Customer Answer

  Date: 01/22/2024

  I couldnt accept this response since from my case, the item was broken after one month from I purchased and the replacement item was also broken right after one year. What the seller said means if the item passed the one year warranty, you could only purchase a new one, they dont provide any additional help or fix. This policy is extremely ridiculous because no one would like to purchase another shady item even with the discount. Yeah, they placed the replacement for me after I reached out to them at the first time, but they required me to delete all the negative feedback, leave good reviews and cut/destroy the original item and send them the pics or screenshots before shipping the replacement to me. Is that the way this company does business?!

  Business Response

  Date: 01/31/2024

  Hi There,
  
  I hope this message finds you well. I would like to acknowledge your frustration regarding the issue you have encountered. I would like to offer a solution by providing you with a replacement unit. However, please note that we no longer have the AH-480 model in stock. As a one-time courtesy for the inconvenience caused, we can proceed with the model AH-450B instead. Could you please inform me if you would like to proceed with this option? Rest assured, we will send you an email containing the link to view the item. Thank you for your understanding and cooperation.
  
  Best regards,

  Customer Care

  Customer Answer

  Date: 01/31/2024

  Thanks for providing this solution for us. However we already had other radiator heater in our home since this one is not working. If there is no exactly same product, do you have any other solution? 

  Business Response

  Date: 02/06/2024

  Hi there,
  
  Thank you for your message. We regret to inform you that we currently do not have any additional replacement units available for shipment. As our heaters are seasonal items, our stock is limited. However, we can offer you the replacement mentioned earlier or a 40% discount on a new purchase from our website.
  
  Please let us know how you would like to proceed.
  
  Best regards,

  Customer Care

  Customer Answer

  Date: 02/13/2024

  I am ok with the similar item if that is the only one you could provide. I don't need 40% off since you don't have the original product.

  Business Response

  Date: 02/15/2024

  Hi there, 

  We can proceed with the replacement unit, can you kindly confirm the address we are shipping the replacement unit? 

  Best Regards, 

  Customer Care

  Customer Answer

  Date: 02/15/2024

  Hi, the address would be ********************************************************. I would like a white replacement unit if you have. Once I get the item or tracking number of the replacement, I will accept the solution and close the case. Thanks!

• Initial Complaint

  Date:12/15/2023

  Type:Product 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.

  I bought a nugget ice maker from Newair on 2/24/2023 for $216.74. It recently started constantly trying to defrost, and could only make about one cup of ice over several hours. Their advertisements state that it will produce ice in 10 minutes, and can make up to 30lbs a day. I contacted customer support on 12/5/2023, as the ice maker has a 1 year warranty. I was asked to follow a series of steps to solve my issue, none of which worked. Finally the representative said that they would issue a refund because a replacement is not available due to that model being discontinued. I agreed to the refund, and the representative gave me another set of instructions for processing the refund. One of these steps involved cutting the power cord off of the ice maker. I assumed this was to insure that the machine was truly nonfunctional before the refund was given. Turns out it's all just a scam. I snipped the cord, followed all the other directions, and have not heard back from the company since. I have sent multiple more emails, and they have ignored all of them.

  Business Response

  Date: 12/19/2023

  Hi there,
  Thank you so much for reaching out to Newair! We're sorry for the delay in getting back to you. We will be proceeding with the refund request. Your reference number is RMA69284. The refund amount is $199.99, and it will be processed through Amazon from our end. They will also be able to assist you with any tax refund-related queries since the tax charges were from Amazon, so feel free to reach out to them for further assistance. Rest assured, we'll be processing the refund of $199.99 back to you from our end. Once again we apologize for any inconvenience caused.
  

  Customer Answer

  Date: 12/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************