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:12/15/2023

  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 an ice maker in December of 2022. It began malfunctioning immediately within the first 2 weeks. I contacted NewAir and they sent a replacement. I received the replacement on January 4 of this year. Its still under the one year warranty but it completely died on me on Dec 1. Ive been trying to get ahold of the company via email, telephone and ******* and no one will respond to me. I paid $262.43 for the original 30lb countertop ice nugget maker. I am asking for a full refund as clearly their products are faulty, with 2 units failing in less than a year.

  Business Response

  Date: 12/19/2023

  Hi There, 

  Thank you so much for reaching out to us! I'm sorry to hear that you're having trouble with your unit. But don't worry, we are here to help you out and make things right. I'm excited to let you know that we'll be taking care of your refund request. We'll be working super hard to get it processed and sent out to you as quickly as possible. Your reference number is RMA69282. For us to proceed we have sent an email requesting the cut cord images from the unit this way we can start the check refund process. We are looking forward to your respons. 

  Best Regards, 

  Customer Care. 

  Customer Answer

  Date: 01/18/2024

  Hi. Are you able to help me? Im still unable to get resolution. The company says they are sending me a check (or have sent one) back on December 29th, but the tracking number they gave me shows only a label being created. No package has actually been sent to ****** I cannot get them to give me information on the status of the refund check. They just delay and ignore. What else can I do here?

  Business Response

  Date: 01/19/2024

  Hi There, 

  Thank you for contacting us. We have contacted ***** regarding the shipment of the first check package. We regret to inform you that the latest update from ***** indicates that they have misplaced or lost the item. We are currently taking steps to have the check reprinted and mailed to you again. The new check number is (CHECK1146). Tracking will be provided as soon as the check is mailed out. We sincerely apologize for any inconvenience this may have caused.

  Best Regards, 

  Customer Care

• Initial Complaint

  Date:11/29/2023

  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 an ice machine on dec 21 2022 with an extended warranty. I paid $270 for the ice machine and $21 for the extended warranty. And then after 7-8 months the machine stopped working and started pouring water all over my countertops I tried cleaning it descaling it and to no avail it wouldnt work to make more ice or stop leaking. So I sent an inquiry to newair about using my extended warranty, they responded with this We know you are really excited about having an Extend protection plan. We pick up coverage once your manufacturers coverage ends. For now, your Newair 30 Lb. Countertop Nugget Ice Maker with Slim, ******************** Self-Cleaning Function, Automatic Water Line and Refillable Water Tank, Perfect for Kitchens, Offices, Boats, and More is still covered under the manufacturers warranty period of 12/21/2022 through 12/21/2023. Your Extend Protection Plan begins 12/21/2023 through 12/21/2024.After going back and forth with newair next since my extended coverage wouldnt work I asked them to replace and they responded with this Thank you for contacting Newair. Hoping you are enjoying your day. I am very sorry to hear about the current issues that you are having with your unit. However, I would be more than happy to assist. Also, thank you for providing your information. I am sorry to inform you that since we are no longer getting this unit back in stock we will proceed with a refund. Please confirm if that is okay with you. I said yes and then they proceeded to give me instructions on cutting the power supply cord off of the unit so they can proceed with the refund. After I did all this i proceeded to reach out to the company and they ghosted me for several weeks until I got through to multiple representatives who all promised me the refund would be processed to me by the end of the week and mailed out to me but the refund has never been mailed out to me. Since august 2nd 2023 up until today nov 29 2023 they have been telling me that .

  Business Response

  Date: 12/04/2023

  Hello, 

  Thank you for contacting us. We sincerely apologize for any inconvenience caused. We would like to inform you that we are currently reviewing your case and are committed to processing your refund as quickly as possible. Your reference number for the Return Merchandise Authorization (RMA) is RMA68497. We have forwarded this information to our accounting department for the necessary processing of the refund check. Once the check has been mailed out, we will provide you with a check number for your reference.We apologize once again for any inconvenience this may have caused and appreciate your patience in this matter.

  Best Regards, 

  Customer Care

• Initial Complaint

  Date:09/21/2023

  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.

  I bought my Newair cooler in May of 2021. At the time, it had listed that the unit could be used with a portable battery, however these were out of stock. The batteries were out of stock intermittently and so frequently, when I was FINALLY able to order one in August of 2023.When I received my battery, I could not figure out why it could not fit. I researched tons of videos using my EXACT model number, and found the issue. My product looked NOTHING like what was on Newairs website, the product reviews photos and videos (posted in 2021), etc. I surmised I was likely sent a test product or some sort of not correct product. I contacted Newair and after WEEKS of VERY frustrating email exchanges with what I can only surmise was a bot due to their absolute lack of reading comprehension, I finally decided to file this complaint. The issue I have with their "customer service" is that they are saying because this product is out of warranty they refuse to do anything. Well, I would have noticed this issue much sooner had their batteries been in stock. Regardless, it doesnt matter if I discovered this issue now or 2 years ago - this is a FUNDAMENTAL design issue - the product works fine but is missing a CRITICAL aspect which I PAID FOR. My product I received looks NOTHING like every review and NewAirs own images and video show online. At this point after this very frustrating experience, I will ONLY accept a FULL refund of the amount paid, an exchange of the actual product I paid for, or credit in the amount needed to fully purchase a product which I should have received in the first place.

  Business Response

  Date: 10/01/2023

  Hi There,

  Good day. In regards to customer ***************** we will proceed in replacing the unit. I already contacted the customer and am pending a repsonse. I apologize for the inconvenience caused. 

  Best Regards,

  Customer Care

• Initial Complaint

  Date:09/19/2023

  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.

  This wine cooler is less than 3 years old. All of a sudden it stopped working. I contacted Newair. After explaining the problem, they informed me it could not be fixed because the model was discontinued so there were no available parts. A product of this cost should be supported if it fails after only 2-3 years. I want either a refund or an exchange to a comparable product.

  Business Response

  Date: 10/01/2023

  Hi There,

  Good day. I am happy to inform you the issue with the customer has been resolved. A new replacement wine cooler was offered and sent to the customer. I apologize for the inconvenience caused. 

  Best Regards,

  Customer Care

  Customer Answer

  Date: 10/04/2023

  
  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.  I have received the replacement wine cooler and please consider this issue resolved.  Thank you for your help in this matter.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/10/2023

  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.

  I purchased a remanufactured electric cigar humidor from Newair from their **** store on 7/28/2022 and waited until 9/30/2022 to receive it as they mentioned it was out of stock. The item was delivered damaged as the ***** delivery person just threw it on the ground at my doorstep which was recorded by my door camera. After plugging in the device, I noticed both the physical damages and the functional damages to the device. After contacting Newair, I was offered a refund or back order replacement. I accepted the back order replacement first and then the customer service came back and stated that they cant do the back order as it may take 2 months for it to be in stock (9/30/2022). Then I contacted Newair directly using their customer service line. On 10/10/2022, I was offered a series of troubleshooting instructions which I completed with no success. On 10/11/2022, a customer service agent offered me a replacement if I would submit a review on their customer service on ****** and Trust Pilot. I submitted both reviews and sent them the screenshots. After sending the screenshots, agent informed me that they wouldnt be able to replace the unit as it was out of stock. I agreed to wait longer for it to come back in stock which never happened. After several other communications throughout the months, I finally had enough and asked for contact information to their executive team on 8/3/2023. This time I was again promised a replacement sent to my address. I was asked for shipping information and some tasks such as cutting off the power cord to the unit, removing the label to discard it instead of sending it back. I competed all requirements and again I was told that they again wouldnt be able to replace the unit because it was remanufactured and a refund would be issued. At this point *** had enough and asked how I could reach their executive team. I was then told that a supervisor would contact in 2 hours which never happened, neither the refund or replacement.

  Business Response

  Date: 08/13/2023

  I have approved to do a check refund on this. I was sent the request through our system for approval so the check should be printed and mailed this week.

  I am sorry for the issues that you had with this.

• Initial Complaint

  Date:08/02/2023

  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.

  We got the Beverage Cooler Fridge in 2020, ordered on Sep. 4, order number WM16969472 through HomeDepot. It is the marriage gift given by our best friend. I would not complain if the product stay up all the time for the past three years, but the reality is that I need to handle this broken machine constantly. We've got the replacement unit twice, and replacement sensors three times, which means that the machine stopped working 5 times in the past 3 years. We carefully protect the machine per all the instructions... putting it indoor, setting a base for it so the heat from the machine flowing out smoothly, we never overload it. We did everything we can as a customer. But it broke again again and again. And all the wines I put inside was throwed away whenever it was broken as it stop working and we we realized it, the temperature has already been super high and the wine is pretty much not drinkable anymore. I asked help for customer service again this time, they told me it is not repairable any more, and they cannot replace for me, the only thing they can do is giving me a discount to purchase a new unit. How am I suppose to trust a brand that breaking 5 times in 3 years?As what I said, this is not a normal scenario for having a product used smoothly for three years, but a constantly broken machine and they finally refuse to replace/repair it for me.

  Business Response

  Date: 08/03/2023

  I am sorry for the issues you have had with this unit. I have asked my support team to go ahead and replace this unit for you.

  Thanks for giving us a chance to make this right!!!

   

  ****

  Customer Answer

  Date: 08/04/2023

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

• Initial Complaint

  Date:08/02/2023

  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 ordered a "swamp cooler" or Evaporative Cooler unit in Feb. in preparation for the hot summer. I tested it out in Feb. and it worked - no leaks, fan worked, etc.After a week of use in July, I noticed leaks. I checked the water bin for leaks, made sure I was not overfilling and put a broiler drip pan beneath. This unit leaked over an inch in 2 hours (into the drip pan) when it was unplugged and OFF! I notified the company who says they don't have a replacement unit for this model and offered me a NEWAIR STORE CREDIT for $81.28. The purchase price of the unit was $126.99 (I had an Amazon gift card I used for $45.71). I paid the full price whether I used my credit with Amazon or not and should have been offered the ENTIRE amount of the unit because that is what I paid, not what the balance after my credit was with Amazon. That is unfair, my Amazon credit is gone and they got their money in full. They refused this.Also, after checking their website, they are OUT OF STOCK on ALL EVAPORATIVE COOLER UNITS. So a store credit for about half the price I paid that I can't use is really a slap in the face.I am asking for the entire amount back because they can't fix or replace the unit. I would not want a unit from a company that will try to "scam" me out of $45.71 or provide me with a reasonable solution to an unusable product.

  Business Response

  Date: 08/02/2023

  I am sorry to see that you are having issues with your order. We can only refund from newair.com purchases as we do not collect the money on orders from Amazon, however it looks like customer support placed an order today for a water tank for your unit to resolve the leak.

  Based on this I believe this will solve your issue, but let me know if there is further support needed.

  Sorry again for the issues you had with this.

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

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/27/2023

  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.

  A replacement machine was sent to me in October, the replacement machine has stopped working. When I reached out to support they are refusing to do anything even though machine has stopped working in less than a year. No local shop to take it to and I have no way to know what issue might be

  Business Response

  Date: 08/02/2023

  I show that this unit has shipped. Tracking info is below.

   

  Please let me know if there is anything else I can help with on this matter.

   

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

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/25/2023

  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.

  On October 19, 2022 I ordered a nugget ice maker from NewAir. The item was advertised as having a 12 month warranty. On July 4, 2023 the unit completely stopped working. On July 10, 2023 I contacted NewAir to make them aware the unit wasn't working. The customer service rep said they would credit a refund to the credit card I used to purchase the machine on that day. I submitted photos of the unit with the power cord on the back cut and removed from the unit. She replied via email saying I should have the refund within 3-5 business days. When I had not received the refund at the end of the five days, I contacted NewAir again. They assured me that the refund was submitted to my credit card. I called my credit card company who said there was no refund or even a pending refund from NewAir. The credit card company also assured me there was no issue with my card or my account, and I should be able to receive a refund from NewAir. Today is July 25, and I have still not received a refund from NewAir. I called them again today. The representative I spoke with said they had tried to submit a refund to my credit card but for some reason it wasn't going through. She said they cold send a check to me. I asked if it would be sent with tracking information or signature request information so they would be assured I was the one who actually received the check. She said they didn't mail the checks with tracking numbers. I requested to speak with someone in management, in their accounting department, and someone who handles customer disputes, All were denied. I requested to have a three way call with my credit card company and a representative from NewAir to determine why the credit wasn't going through. She said someone would need to call me back. I informed the representative I would be filing a complaint with the BBB.

  Business Response

  Date: 08/02/2023

  I am sorry for the issue you are seeing. The problem is that the original order (NA55340 paid with card ending ****) for the NIM030SS00 could not be refunded back. This was indeed due to the way the payment processing works, and so the system does not allow us (see attachment UnabeltoRefund).

  It also appears that you made another purchase on Jul 10th for a NIM044BS00 paid with card ending ****. It also appears you have requested a return on this unit as well (found lower price).

  Can you confirm if this is all indeed correct. Also is your refund you are looking for for $372.50.

  Since I cannot refund the order from October of last year due to the wsse failure I would have to do a check request.

  Please confirm so I can ensure the proper steps are taken on our side to resolve this issue for you.

  Thanks!

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

  Customer Answer

  Date: 08/03/2023

  The information provided by the business is incorrect. 

  I purchased unit NIM030SS00 on October 19, 2022 for $397.52.  I used my credit card ending in **** (the business has INCORRECTLY listed my credit card as ending in 1234),

  I have reached out to my credit card company on three occasions, most recently today, 8/3/23 at 11:20am, and spoke with representative ***** who assured me, just like the prior credit card representatives, that there is no issue with my credit card (ending in ****) being able to be refunded for the purchase made in October of 2022.  ***** said there is no time limit to be able to receive a refund to a credit card, and that the issue should be taken up with YOUR bank who process your credit card refunds.  In short, there is no issue with the credit card company or my account that prevents you from being able to successfully refund my purchase amount.

  Furthermore, the New Air representative, ******,  I originally spoke with and shared email correspondence and photos of the broken unit with assured me I would receive a REFUND TO MY CREDIT CARD (ending in ****) WITHIN 3-5 BUSINESS DAYS.  That was on July 10, 2023.  I have not received any refund from you as of 8/3/23.

  After receiving the email confirmation on 7/10/23 from New Air that I would be receiving a refund, I did decide to purchase a new unit from NewAir (I ASSUMED the credit would be issued in 3-5 days for the original unit).  However, now that I have experienced how incompetent your customer service is, I do not want to own anything from your company.  I returned the second unit on August 31, 2023 - well within the 30 day return period from my original purchase date. 

  Also, when the representative offered the option to mail a check for my refund, I requested the check be sent with a tracking number and requiring signature upon delivery.  She said NewAir was unable to do that.  

  I stand firm in my request for a refund of my purchase amount from NewAir to my credit card ending in ****.

  Business Response

  Date: 08/03/2023

  Just to clarify, we are not listing the credit card ending as ****, that is what the system show was used to process the order, but I can let you know, even if you bank says we can, and I don't doubt it is possible, our payment system does not allow it once the item has passed a certain time frame. This is to protect the customers and their security.

   

  As for the refund, why I ask is I could process a refund to the recent order I believe and make a note that it really is for the October order. The issue with me doing this right now is I do see a chargeback notice hit today for your order, so I have to resolve the chargeback before I do anything, otherwise the refund will be sent twice.

  I understand this process has been a major frustration for you, and this event has been escalated to me (VP of Customer Experience), and I am definitely digging into the refund process for older orders to see how we can solve this for the future as we want our customers to have an amazing experience, and I want to truly apologize for our failure to give you even an acceptable experience at this point.

  At this point it may be quicker for you if I go into the system and accept the chargeback, but I want to make sure you are ok with that path forward.

  Customer Answer

  Date: 08/15/2023

  If I understand correctly, you are now offering to give a refund for my original order and my most recent order on the credit card I used to pay for my most recent order?  I find that ironic because one solution I proposed to your customer service team was for them to refund my original purchase price to a different credit card.  Your customer service team members said they would be unable to do that. 

  I did file a dispute with my credit card company after speaking with them multiple times and explaining the situation to them.  They emphatically stated that there should be no issue with getting a refund.  They also agreed that I was well within the time frame for the warranty to cover my broken unit.  When I explained to them that I submitted photos of the unit and received written and verbal confirmation that I would receive a credit to my original form of payment within 3-5 business days (actually I was told this twice by your customer service team), they agreed that your company was not following through properly.  

  At this point, I am waiting to hear back from the credit card company regarding the dispute I submitted for my original purchase.  I am also waiting to see the refund for the second unit I returned.  

  It would be wonderful if you were able to refund my full purchase price for the original unit and for the replacement unit I ordered but then returned after dealing with your customer service team.

• Initial Complaint

  Date:07/22/2023

  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 new air ice machine and it was awesome, until it leaked all over the wooden bar we have. Reached out to customer support, and they told me that unit was on back order, and offered to send me out a higher model to which I said yes. 4 months later the new machine stopped making ice entirely, and Im constantly getting an ice full error. I have ran cleaning on it 3 separate times, there is no obstruction near the sensor, so its obviously another mechanical failure. I reached back out to customer service and they told me I was outside of warranty, that the part could take up to 3 months to receive, and that those estimates are subject to change. They refused to send me out a new machine, but they offered me a 30 percent coupon code towards a new machine. Why would I purchase another one of their products when both the units were defective? So here I am without an ice machine and out 400 dollars. Id like a full refund for the original unit purchased at this point.

  Business Response

  Date: 07/23/2023

  I reached out to ***************** They should be reaching back out. We should be able to either pull the part or get expedited from the factory.

  Customer Answer

  Date: 07/23/2023

  I do not accept this. This is the second machine that I have had issues with. At this point, its a lost cause in my eyes, and Id like my money back. 

  Business Response

  Date: 08/03/2023

  The only option we would have is a replacement unit or store credit. I cannot refund back if it was purchased from a retailer as we did not collect the money to refund back.

  Please let me know if one of these options would work for you.

  Customer Answer

  Date: 08/10/2023

  
  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. I would like a direct replacement of the unit.
  
  Regards,
  
  ***********************************