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:09/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 May 19, 2022, I purchased 2 ****** AC units for a total of $1553.25. I received both units and installed them in May. My bedroom unit was run nightly through the summer and the other has been unused in the guest room. On September 4, 2022 the bedroom unit stopped working. I verified the issue was not electrical and followed the manual troubleshooting guidelines. I then submitted a request for service on Sep 5th via their website portal. Since then, I have filed 3 more requests for service and have not received a reply. There is no phone number for customer service. I tried the one ******************** has listed here and it's a travel agency. Per the ****** website, the unit is under warranty for replacement or repair for 2 years. I am concerned there is no method to contact the company and either receive a repair or refund. I'm also concerned this company has a history of poor business practices.***********************************************************************************

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 ****** Air conditioner about 3 months ago. It worked great up until 3 weeks ago, it no longer works correctly or cools. I've tried every trick they listed on their support section. Nothing has worked. ****** air has no customer service phone number so I have sent 3 separate emails, all of which have gone unanswered or even acknowledged. I spent $700+ on my unit. I want a refund but no one will get back to me and As I stated above, there is no phone number anywhere! I really feel like this company is a scam! I went on their ******** page and started reading the comments and it seems that there are many others who are having the same problem as me; air conditioner dies and cant get anyone to respond. Please help! I just want a prepaid label so I can return it and get my money back! Thank you, ***********************

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 product from this company (the Product called Kapsul). I purchased the product in May of 2022. Unfortunately the product stopped working in end of July of 2022. The only way to contact the company is via their website, and they have been totally unresponsive. I either want the product repaired or returned.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased 2x ****** air conditioners and have stopped working in failure. The first refused go turn on, and the second gets stuck in error, with the lights looping. ****** support does not respond to our emails since last year, hence why we are submitting this complaint.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ****** Air has a 5 year warranty on the air conditioners they sell. During the first two years, the warranty covers a full replacement. My air conditioner is less than two years old and has completely stopped working. I have emailed the company numerous times and have not received a response. I have also posted in the ****** air owners ************** to no avail. I would like my air condition replaced under the warranty they promise.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5 ****** air conditioner window units for a total price of $3195 on 9/1/2021 (see Attachment #1), after being enticed by a "bundle" deal advertised via email (Attachment #2). I was intrigued because the models looked innovative and interesting, and the company portrayed itself as an energetic startup with a game changing idea. I bought in. The units were delivered on 9/21/21 (Attachment #3). I purchased the units for my apartment that I was still renovating (and not living in at the time), so they went temporarily into storage. I moved into the apartment in January 2022. On 6/19/22, after the weather got warmer, my contractor installed the air conditioners (Attachment #4). Shortly after that, I tried connecting the air conditioners to the app, but it didn't work. I contacted ****** customer support. They did not respond (Attachment #5). Soon, all of the air conditioners began failing. At first, they all still cooled, but I couldn't do anything more than turn them on or off. On 8/22, I reached out to customer support about this. They did not respond. A little more than a week later, the cooling failed on the air conditioner in my younger daughter's room. I contacted the company again on 8/27, They did not respond. A couple of days later, on 8/29, I followed up - specifically to request a response. They did not respond.Then the cooling failed in my older daughter's room. Again, I reached out. This was 9/1. They did not respond. (All above correspondence - Attachment #6). The last two emails were - inadvertently - tracked by my CRM app which can tell whether an email I send has been opened. Each email registers one "open" at the time of sending (opened by me). But with these two emails, there are no further "opens" - meaning ****** didn't just ignore my email, they didn't even open it.Left with no choice, on 9/4, I purchased two inexpensive units from ****** to cool my children's bedrooms until this is resolved (Attachment #8).

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ****** AC in May and received the product in June. I installed it mid-July once our home office was complete. My husband used the AC for about two weeks before the AC stopped working and won’t even turn on. I searched their website for recommendations on remedies but all require the unit to actually turn off. After 3-4 unanswered emails from the company over the last several weeks, I am incredibly frustrated. They claim to have a warranty and will replace the products if you have an issue but I can’t even get anyone to respond to me.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ****** a/c on 3/21/22 for $699 (order #****) and received the unit 3/23/22. Then I had the unit installed by my landlords electrician and another contractor who confirmed all relevant power and installation criteria.I used the unit for a few months until a few weeks ago when the unit began frosting over in the front. I unplugged it for awhile then plugged it back in and it began working again but only for a few days, when it then no longer powered on at all. I tried unplugging it for long periods and plugging back in, testing the power source, changing the power source, hitting the reset button, and everything I could think of that wouldn't void the warranty, but have not had the lights/power come on the unit since it went dark the first time. I contacted them through their support email on 8/22/22 (they have no phone #) and detailed the issue. After I followed up again, they sent me an email asking if I had unplugged it and plugged it back it, which I told them I had in my original email. I have sent them numerous more follow emails up until yesterday and have heard nothing more from them. The companys website has no meaningful information listed on how to resolve this issue by repair or replacement.After researching them I have found that this is a common issue and that the company doesnt respond. Their ******** product page is filled exclusively with complaints about getting units fixed or refunded. The product listed various warranties for terms of a year or greater, which my unit certainly falls under. I am unable to get the company to honor their warranties, provide replacement, or otherwise contact me in a meaningful way. This a/c unit, the companys sole product, is out of stock on its website. I have contacted numerous HVAC and repair companies and none repair a/c window units as it is typically more cost effective to buy a new unit.I would like the replaced or refunded solely at the expense of the business.

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 29, 2022 I purchased an AC unit from ****** paying $700. I purchased one more unit on May 14th, 2022 and another a month later on June 14th, 2022 paying $700 each, a total of $2,100. There was regular email correspondence from the company assisting me with the purchase. I contacted the company again on June 17th about a feature and again received an email response 3 days later. On August 1st one of the units simply stopped working and less than a week later a second one stopped working. There is only one way to get in touch with the company (one general email) where I must've sent a dozen of emails regarding the broken units but have yet to get a response. The promised warranty is completely and utterly useless when there is no one to help you process the claim or to offer any kind of technical support for that matter. It is fascinating that they would assist you with the purchase but the minute there is an issue with the product, there is dead silence and no other way of getting in touch. I am working on a lawsuit; with thousands of dissatisfied customers and original *********** backers, it's time this company receives the treatment they deserve.