We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Air Purification Systems

AirDoctor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Purification Systems.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/17/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    In 2021 we ourchased and Air Doctor 3000 with extra filters. In July 2023 we purchased additonal 6 filters consisting of 3 hepa and 3 charcoal filters to have extra on hand. In July 2024 the machine abruptly stopped running. Called Air Doctor who wanted to sell us new machine air doctor 3500. Said we didnt purchase extended warranty. We had four new filters in original packaging and sent them back for what was promised as ****** refund. Heard from customer service supervisor Cam who Left phone number and promised return call and refund. Sent filters to provided address and provided tracking. Never refunded and wont return calls as promised.

    Business Response

    Date: 09/23/2024

    We received the complaint Mr. ***** ******** filed with your office regarding his Air Doctor.  We regret that we were unable to resolve the issue and have processed a full refund back to him.  ********************** order transaction is outdate, we were unable refund his original method of payment and have processed a refund check for $881.93.  Our customer service team were unable to reach Mr. ******** to confirm his current address, so we have sent his check to the address listed in the complaint filed with your office.

    Customer Answer

    Date: 09/30/2024

     
    Im following up pursuant to our conversation a few days ago regarding Air Doctor and a supposed refund that they issued. I did take your advice and call them. A customer service person named ****** looked into it snd called me back. He gave conflicting information on amount of refund, thet it was already sent, was going to be sent, takes up to a month, would have a tracking number, etc.  i have not received a refund yet!  I have not received a tracking number.  ****** called back and said he was told check for ****** was sent but mo date on when.  Please let me know if you need any further infomation,

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

    Business Response

    Date: 10/04/2024

    We thank you for forwarding Mr. ***** ********** complaint to our office regarding the delay of his refund check. Our customer service team submitted an urgent request to our accounting department and they inadvertently added it to our standard process which caused the delay.  We have since expedited the refund check and sent it ***** overnight.  Our customer service support team contacted Mr. ******** to offer our apology for the inconvenience and received confirmation that he received the check.

    Customer Answer

    Date: 10/05/2024

     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.

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 an AirDoctor 2000 ULTRAHEPA replacement filter July 8th, 2023 for $59.16 including shipping and tax. On July 12th, 2023 I received a HEPA filter for an AirDoctor 3000 as I was out of town when I received the order I had to wait until July 21st to reach out to customer service. This was apparently a warehouse issue so they sent out another filter. July 26th, 2023 I received the replacement filter and AGAIN it was for an AD 3000. I spoke to customer service again on July 28th, 2023 and explained AGAIN I got sent the wrong product. I asked to speak with the warehouse manager and was denied. They again said they’d send the correct filter. So on August 2, 2023 I once again have received the wrong filter. Again it’s for an AD 3000. The size doesn’t even come close. This is outrageous.

  • Initial Complaint

    Date:09/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 company is dishonest, their system processed an 820 dollar payment for items I left in my cart. In fact after they processed my payment, they emailed me and told me not to forget to but the items. Then refused to refund my money until after the 4th time I called 8.25 and finally today the refund was initiated 9.7. Your first idea that something is wrong should be the 50% off sale. Second is dishonest business practices.

    Business Response

    Date: 09/07/2022

    Thank you for letting us know how your experience was when ordering our Air Doctor units. We are sorry that it was less than stellar. We do see that you ordered from Dr. Jess' link and it looks like there was some back and forth on the page, placing the order and then looking at the warranty offer which may have been where you stopped or X'd out of the page. Either way, we are super sorry that you were charged for an order that you did not want. Notes on our end do show that the refund was requested but as you said, it was not processed until today.  This will be a good scenario to share with Customer Service to improve the quality of service that they are providing. We do offer sales a few times a year so that is certainly nothing to be concerned about. We received the order so we will need to reverse engineer all the steps in the process to see what occurred. Again, we are very sorry for the inconvenience that we have caused you. Thank you-Mary

AirDoctor is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.