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:07/21/2023

  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.

  I purchased a Newair Evap Fan on 03JUL2023 from *********** On 12JUL2023 I reached out to Newair customer service due to one of the prongs on the plug falling off. Newair stated on 14JUL2023 that because it was within the 30 days of purchase they would send me a replacement. He requested the model number and a picture of the broken cord. I immediately sent the info to the agent. He then emails me back on 17JUL2023 stating ************************* (Newair)Jul 14, 2023, 5:08?PMThank you for your response. I am happy to let you know that a replacement unit was approved. Since you are within the first 30 days of purchase I will be waiving the cost of shipping for you.I am sorry to let you know but, the NEC500SI00 is currently out of stock. However, I do have the NEC500SI01 in stock that I can send out as a replacement unit. Please use the link below to check out the unit and let me know if this would be okay.If you have any further questions, please feel free to contact ************ or respond to this email. I then responded telling him even though that unit was $50. cheaper due to them covering the cost of shipping I guess that would be fair. He then reached out on the 17JUL2023 requesting my address, full name, email, and phone number. They then requested the I rip the model number sticker off and cut the cord off of the unit and send pictures. I did as requested and told him it was ridiculous what is required. He then emails today stating the following Thank you for your response. I am sorry to let you know but, I was notified that the order was placed on backorder since all the evaporative coolers are out of stock until January. The next option would be to reach out to ********** for a refund or I can provide you with a Newair store credit for the same amount that you paid for the unit. Please advise how you would like to proceed. I told him I wanted a refund to my card not store credit and told him how am I suppose to reach out to ********** after cutting the cord.

  Business Response

  Date: 07/22/2023

  I am sorry for the issues you had on this. The agent should have directed you to ********** directly. They will handle any exchanges within the first 30 days, and  we cannot refund for items purchased outside of Newair.com as we did not collect money for this unit, ********** collected the money. After 30days we can only offer exchange or store credit. For a replacement ********** is the best place to do an exchange for a replacement at this time as several stores may still have inventory. 
  
  I am sorry that I cant offer a refund for this unit, but being that you are still within 30days ********** should accept your return. 

  Customer Answer

  Date: 07/22/2023

  Newair had me cut the units cord off. Would ********** even consider taking it back at this point?  I feel it is not even my responsibility to contact them and ask. I am not happy with the product, ************ or your customer service.

  Business Response

  Date: 08/03/2023

  We cannot issue credit back to the credit card as we did not receive the payment so there is no credit card on file with us for this.

  I have approved customer service to perform a 1 time check refund for this and made sure they are clearer with the customer issues before having the customer perform a cut cord of the unit. They will be reaching out to you on this matter.

  Thanks,

   

  Matt

  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/02/2023

  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.

  I bought a Newair 30# unit on December 31, 2022 and received it January 7th 2023. It was awesome. It makes the best ice ever. Then in May, less than 5 months and long enough to make you love the ice, it starts squealing and groaning. I cleaned it and plugged it back in and nothing. It lights up, goes to self cleaning mode for a few minutes, starts grunting and squealing and makes no ice. I called customer service and they were extremely nice and said it was the pump and they would send me a new pump and directions to install and if that didnt work they would send me a new machine. Two days later, I get an email stating the pump is on back order. I call them back and told them to send me another machine. So they want to downgrade it to a 26# unit with less features. I said no, I want what I originally purchased and they informed me the machine was discontinued and had no more in stock. However, they continue to sell them on Amazon and other sites. I told the lady that and said just refund my money and Ill buy a new one. No response. I emailed 3 days later, and left a request for a return response. Still nothing. This is my second ice machine, the first one only last about a year and I thought maybe it was just a bad unit. Apparently not, I started reading the reviews on the machine and its a common problem and the response from customer service is the same response that Im getting. They want to replace it with a lesser model, and say everything is on back order. However, they are selling the same machines that I bought on numerous sites. Im on site theyve sold 400 units in the last ********************************************************************************************* refund my money so I can buy a new one.

  Business Response

  Date: 07/02/2023

  Sorry for the issue you had with this unit. We are indeed out of stock on this and likely the unit will not be restocked. Retailers that show inventory was purchased from **, and is not a drop ship situation. 
  
  We can refund your unit if you would prefer, or give store credit on another unit. 
  
  Again, I am sorry for the issue and lack of inventory on this. 
  
  Let me know how you would like to proceed. 

  Customer Answer

  Date: 07/03/2023

  
  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. Please send full credit to my Amazon account. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I do believe based on past reviews and complaints with the BBB the supplier/vendor know exactly what they are doing. When you buy an item on sale they claim they have no more items and try to replace with a cheaper product with less features. When they are still selling the same item on multiple shopping sites. So you get refunded the lesser sakes price and if you want the same item it costs you much more. Not to mention, there are so many complaints on this unit its evident they must know they are selling a faulty product since every complaint is the exact same problem. They then force the customer to file complaints with the ******************** and post several negative reviews on different site. When if they would work with the customer from the very beginning, it would be much less time, consuming and customer friendly. However, I think they just hope the customer will go away.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/23/2023

  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.

  I filed a complaint in May of 2023 against Newair because I purchased a nugget ice maker, and it quit working, and they were not going to do anything about it. They did send me a replacement unit after I filed the complaint, and I paid for shipping. The new unit arrived, and I have not even had it for a month, and it will no longer work. I contacted them again, and they decided they could not help me. I want to warn everyone about the quality of these products. An over 400 dollar ice maker did not even last past a year, and the replacement they sent did not even last a month. This is ridiculous. They do not stand behind their products; why would they when they do not work for long periods?

  Business Response

  Date: 06/23/2023

  ********, This is ****, VP of Customer Experience at **********************, I have looked over your history. I am definitely sorry to hear that you have had this experience. I am happy to help with a resolution, just let me know what you would like.

  I can send a replacement, I actually have the NIM044BS00 unit and my house and run in all the time, so I definitely am not happy to hear that you have had to deal with these issues.

  I can get a unit on order for you ASAP, free of charge (no shipping cost, etc) and get the unit back that you have so my product team can dig in and understand what caused the failure (great info to help us continually improve our products).
  
  We will have inventory back in of this in about a week (just checked to confirm) and could have you a replacement within 2 weeks.

  Let me know if this is acceptable. And again, I apologize for the issues you had with both units.

   

  -****

  Customer Answer

  Date: 06/23/2023

  
  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:06/14/2023

  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 have not been able to contact the support team regarding troubleshooting or a possible warranty on my ice maker. I have called a few times and left messages. I have also opened 2 support tickets so far, and have received no response.

  Business Response

  Date: 06/15/2023

  I am sorry for this experience. I have sent info directly to our Support Supervisor. Do you have a ticket number? Our system should have autogenerated a ticket if you sent an email request.

   

  if you do not hear from our team by the end of business today my direct email is ***********************************

   

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

• Initial Complaint

  Date:05/11/2023

  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.

  I purchased a Newair Nugget Ice Maker in April of 2022. Two weeks ago it started leaking water from the back of the unit. I have used the unit correctly and by the instructions included with it. I contacted their customer service and sent them a copy of the serial number and the receipt when asked for it. I get an email back that because I am a couple of weeks past my 1 year warranty that they can only offer a discount on another unit. This was a $400.00 ice machine. I thought I was buying a quality product that I would not have to worry about issues like this, but obviously this company does not stand behind their products. I was offered a 40% discount which would still make the cost over $250 for a new ice maker. I should not have to do that. They should stand behind their product.

  Business Response

  Date: 05/12/2023

  I see this has already been approved for a replacement of another unit. Looks like our **************** team is just waiting on shipping info to generate quote for shipping.

  Please let me know if there is something else that has not been resolved on this.

   

  thanks

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

  Customer Answer

  Date: 05/12/2023

  
  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:05/02/2023

  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.

  I purchased a 30lb nugget ice maker in May of 2022 at *************************** along with an extended warranty. The unit started making an awful grinding sound and stopped making ice. I contacted Newair in April 2023 and provided them all of the documentation to review for a replacement to be sent (receipt of purchase, video of ice maker issue, my address in ****** and the serial number). This was all reviewed and I was then told a replacement would be shipped to me for an $85 shipping charge. I was also asked to cut the cord off my ice maker in lieu of sending it back to them and take a photo of the cord cut. I paid the $85 for shipping, again confirming my shipping address with the representative and sent the photo of the cut cord. I was then emailed and told they dont ship to ******. I have attached all of my receipts, invoice for paid shipping that documents my ****** shipping address and email correspondence that also confirms they were aware of me living in ****** before quoting me shipping, which I have paid. Again, this was purchased at ********** in Alaska.I purchased the unit in ******, but they wont stand by their warranty because they dont want to ship to ******. They also state in the emails attached that they didnt charge my card the $85, but its pending out of my account.I want the replacement 44lb unit shipped to me as agreed in the correspondence. Im not asking for anything beyond what I originally paid for. Right now Im out all of the money for the unit, the extended warranty, the shipping for the replacement for $85 and a unit with a cut cord per their instructions. Photos also attached.Thank you for your help.

  Business Response

  Date: 05/03/2023

  Hi. I have communicated via our support system and have made sure this is going to be resolved. While we do not ship to AK, since we made a commitment, even though it was an agent error, we are going to honor our commitment.

  We always value customers and work hard to make any issues right. Thank you for giving us a chance.

   

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

  Customer Answer

  Date: 05/03/2023

  
  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:12/19/2022

  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 was promised a refund of the Newair Evaporative Air Cooler because it made my son sick as the water caused mold to be spewed into the air causing illness. I called the company at the end of August. I did what I was asked to do: cut the cord, pull the tag off, text the photos and I HAVE YET TO RECEIVE MY REFUND. It has been nearly four months of this company LYING to me. I called corporate and was promised the money last week. I am outraged this company gets away with s******* customers and cheating them out of promised refunds. I have EVERY text message!!!! Where ************** is my money??? Don't EVER buy from this company EVER.

  Business Response

  Date: 12/20/2022

  Im sorry for the delay on this. Looks like it got stuck waiting for supervisor approval. I just checked and this has been approved and check was cut on 12/15

• Initial Complaint

  Date:12/08/2022

  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.

  On April 1 2022 I purchased a Newair countertop Icemaker, mod # NIM026MS00, ORDER # na47221, for $159.99 which was to have a one year warranty on parts and labor. The ice machine stopped working in October 2022. we attempted to contact the company to get warranty service but there was no response until a second email was made on 12/7/2022. In this reply the company refused to provide service because they claim we invalidated the warranty by leaving the machine on for extended periods of time. However I have read the instructions and warnings for this machine several times and yet to find anything about this excuse. Here is the link for the inf. https://manuals.plus/newair/nim026ms00-portable-countertop-ice-maker-manual#operating_instructions I was in contact with ************************* at Newair email address *************************************************

  Business Response

  Date: 12/08/2022

  Not sure when this was submitted but I looked in our system and it looks like our CS group has you set up with a replacement and waived shipping fees. I definitely would like to apologize that you had any issues and hope that everything has been resolved on this. Please let me know if there is something else that needs resolution.

   

  Thanks - ****

  Customer Answer

  Date: 12/08/2022

  
  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:10/26/2022

  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.

  Bought a magic chef air fryer by Newair from Amazon on Feb 2 2019 the item was just recalled due to it being a fire hazard. I did everything they asked -registered, cut cird , sent original invoice and pic of cut cord with serial number they are refusing to refund. Will only issue a store credit to new air. They no longer make air fryers so I can't get a replacement and now no longer have one. Their store sells nothing I want such as wine fridges, ice makers, humidity etc and what they do make is way more money than my credit of $113.86 would be so they want me to lose money and still have to go out and buy a new fryer or pay more to them for an item I don't want. This is wrong and not the way to do business. I want a cash refund for the full cost of the faulty air fryer. It is not my fault they made and sold me a faulty product. I have refused a store credit with Newair. Please help me get a full refund for this product. Help! Thank you

  Business Response

  Date: 11/01/2022

  Sorry for your issue with this. I have reviewed this case and we will issue a check refund in the amount of the receipt. You should hear from the CS agent soon on this issue.

  Customer Answer

  Date: 11/01/2022

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

  Customer Answer

  Date: 12/21/2022

  Hello!
  

  
  

  Please re-open this complaint.  Here is my rebuttal statement along with copies of replies from NewAir.

  
  

  1.  On Nov 1, I accepted the resolution which was a refund for the full receipt amount of  $113.86.  I was told a check would be sent in 3 weeks.  I have consistently reached out to their customer service/support and keep being told it is being processed or waiting for a managers review.  At this point, I don't believe they have any intention of doing what they said the would do.  It has been more than double the length of time I was told it would be.

  
  

  Copies of emails:

  
  

  
  

  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Please help!!  I amlosing hope of this company doing the right thing and the actions they agreed to.

  
  

  Business Response

  Date: 12/22/2022

  Thank you for contacting Newair, we apologize for any inconvenice cause, we will like to inform you your check was mailed on December 12, 2022. Your check number is 2285.  
  

   

  Customer Answer

  Date: 01/03/2023

  
  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:10/20/2022

  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.

  There is a recall for Magic Chef air fryers imported by Newair because they are defective and are a fire hazard. The guidance is to stop using it immediately because its potentially dangerous. Because we dont have a receipt because it was a gift, the company will only give us a $50 store credit with Newair. Not only does $50 not even come close to getting a new fryer from new air, there arent any in stock. The new air customer service rep said we could use it to get a cooler. We dont want a cooler, we want an air fryer like we had, but can no longer use because the fryer was recalled. So, we were given a potentially dangerous air fryer and a worthless $50 store credit. This company should make us whole. New air fryers are $125-$150. I believe its Newairs responsibility for replacing our air fryer. https://www.cpsc.gov/Recalls/2023/Newair-Recalls-Magic-Chef-Air-Fryers-Due-to-Fire-and-Burn-Hazards

  Business Response

  Date: 10/24/2022

  I am terribly sorry for the issue and recall. We did this recall out of an abundance of caution based on a previous Best Buy recall for the same manufacturer and model. While we have had no reports of any issues with our products, we did not want to take any chances.

   

  While I understand that you are upset, unfortunately at this time we can only offer a store credit, and without a receipt we have no way of knowing when or how the air fryer was obtained. This is why we offer at least a $50 credit, even without any proof of purchase.

   

  I also apologize that we no longer carry air fryers and I realize this does not help you out, unfortunately I really don't have any other options. The best I can do is offer you the store credit and I could give an additional discount on any products that we do offer.

  Customer Answer

  Date: 10/24/2022

  It is unimaginable that a business would take this approach related to a product recall of such a potential serious nature. I feel that since you are recalling this item and requesting that we discontinue it's use, we should be given an amount equal to the typical purchase price of the product during the years it was sold so that we can get an air fryer somewhere else. It's is unacceptable that you were responsible for importation and the eventual sale of this product, apologizing that it was defective, and refusing to reasonably compensate us for the defective product. The idea that we would use a $50 store credit to purchase a completely different product from your company is mind boggling. So, no. We don't accept your $50 credit for a $150 appliance that we can't even get because it's no longer available.

  Business Response

  Date: 10/25/2022

  I am going to have a check refund issued on this. Please allow 2-3 weeks for processing plus delivery time. **************** will be in contact with you as we do need evidence that the unit has had the cord cut/disabled.

   

  Thank you for your patience and understanding and we do apologize for the hassle this has caused.

  Customer Answer

  Date: 10/28/2022

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