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Business Profile

Air Filters

Austin Air Systems, Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Filters.

Complaints

This profile includes complaints for Austin Air Systems, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Austin Air Systems, Ltd. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 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.

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    • Initial Complaint

      Date:07/19/2024

      Type:Product 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.
      I purchased an Austin Air Healthmate plus for $855 based off of the Austin Air Systems website testimonials.
      I was under the impression that this air purifier would significantly improve my allergy symptoms. Since the purchase I have not noticed any reduction in symptoms. The machine just seems to blow air around. There does not seem to be enough negative pressure on the machine to pick up the bigger particles in the air that affect my allergies. I decided to give Austin Air another chance by purchasing a new pro rated filter for $200. I have run the machine as directed by the Austin Air representative with the new filter with no noticeable change. This is a very expensive air purifier that does not meet advertised expectations. I would like to request Austin buy the machine back for what I purchased it for at $855. Thank you

      Business Response

      Date: 07/22/2024

      Hello, Thank you for reaching out.  We are more than happy to refund the most recent purchase made by this customer in June of 2024.  However, it appears that the original unit was purchased in 2022.  Our return policy is 30 days from the date of delivery.  Unfortunately, we cannot accept a return for a unit that has been in use for 2 years. To set up a return authorization and begin the return process for the most recent purchase, please email ********************* with the filter serial number included in the email.  Should the customer have any additional questions or concerns, please contact Michael D**** at ###-###-####, extension ***.Thank you,Austin Air Systems

      Customer Answer

      Date: 07/22/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I understand the return policy but I have called Austin support multiple times with my concerns and the only thing offered was a prorated air filter replacement.  Out of desperation I finally decided to give a new filter a try.  However I am still having allergy symptoms with the machine running at the highest fan speed.  Please take the purifier back and refund me for the purchase price of the purifier and the air filter.

      Regards,
      **** ****

      Business Response

      Date: 07/23/2024

      Dear **** ***** We are very sorry to hear that you are unhappy with your Austin Air purifier.  At this time we have gone ahead and refunded the eligible return from June of 2024 in the amount of $199, including the original shipping charges.  Any other purchases are ineligible for a return as they are  well outside of our 30 Day Return policy. Best regards,Austin Air Systems

    Austin Air Systems, Ltd. is NOT a BBB Accredited Business.

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