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Business Profile

Dehumidifiers

Kesnos

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dehumidifiers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/23/2024

    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.
    First off the machine was purchased less than four (4) months before it stopped working. The Company advertises a one year warranty, but it does not honor it. I contacted the Company via email and told it about the issue. Based on the error code the dehumidifier displays the Company offered to SELL me the part I need for me to install, not take it to a repair shop, or a replacement dehumidifier.

    Business Response

    Date: 05/27/2024

    RE: *** *****
    Complaint ID*********

    Dear BBB,

    This is Jack, Manager of Waykar Customer Support Team. 

    We have received the complaint from our customer *** ****** and weattach great importance to the customer experience. I have checked the entire process, and I want to explain that we just wonder if customer be able to replace a small accessories by themselves, we never force our customer to do the things they don't want, and we fully respect *** ******* thoughts.

    After we confirmed that *** ***** doesn't want to replace the accessories themselved, and *** ***** had confirmed with us he would accept a replacement, we have shipped out a new dehumidifier and sent him a free return label immediately. Here below is the detail information of the new dehumidifier:

    Tracking code: ************
    Carrier: *****
    Tracking website:

    We also sent the tracking number of the new product to *** ****** we have came to agreement with *** ***** and the problem has been resolved. Here attached some pictures of our communication record with *** ******

    ****** Company will always stand beind with our product and our customer, if there any further information or action is needed, we will follow up until the problem is being fully resolved.

    Sincerely,
    Manager of Waykar Customer Support Team
    Jack

    Customer Answer

    Date: 05/28/2024

    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. 


    [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

    According to the Fedex tracking data, no item has been shipped only a
    label has been created. I will be satisfied with the resolution when the
    replacement has been received.

    Regards,



    *** *****

  • Initial Complaint

    Date:10/30/2023

    Type:Product 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.
    I am blaming ****** as much as Kensos right now. I purchased this new dehumidifier from ****** on 7/29/23. Product has 1 year manufacturer warranty. I have had for 3 months and there are problems with it now. A) automatically and constantly shifting from normal/slow speed to fast (and loud) speed on it's own and B) not displaying accurate humidity levels. Since ****** has 30 day return policy, I reached out to Kensos via email to use my warranty. In short (and you can see in pic #7), they are expecting me to use my own money to pay for a part, pay for shipping, AND install said part myself. This is not how a 1 year warranty works. Then there are email messages about shipping them the machine and paying for that AND paying for return shipping for a "replacement". THEN trying to offer me a "free" replacement if I leave a positive ****** review. This is ridiculous. And I blame ****** because I am lead to believe they are protecting scammers like this after I tried to post a negative review about this product TWICE. First one was not posted even though it does not violate their guidelines as they so-called said it did. 2nd review made it up very briefly but then was taken down soon after. ****** purposely taking down a truthful/negative review is unacceptable. Between ****** and Kesnos, someone needs to provide my replacement or my money back. Actually at this point, I don't trust either one to send me a working unit after filing this complaint, so my money back would be nice.

    Business Response

    Date: 01/09/2024

    Hi *******,

    This is Ann, manager of kesnos customer service team. We apologize for this inconvenience.
    We received your case from the BBB platform, please don't worry, I'll follow up.

    For your situation, I can help apply the full refund(excluding the tax fee) for you, if you don't want a new machine.
    Also I checked all the emails between you and my colleague Evelyn, I sincerely apologize for this unhappy shopping and using experience.

    For the refund, we can provide you the following ways:
    1. Via ******: Please let us know the email address tied with your ****** account + your full name;
    2. Via *****: Please let us know your full name + your tied phone number or email address(if phone number, please double-check it before sending).
    May I know which one do your prefer?

    Looking forward to your reply.

    Yours
    Kesnos Team
    Ann

    Customer Answer

    Date: 01/10/2024

    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. I have responded to the email that was most recently sent by the Kesnos company and provided the requested information to them, in order to obtain a refund via *****. Should an issue arise where the refund is not delivered as stated, I plan to submit a new case. 



    Regards,



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

Kesnos is NOT a BBB Accredited Business.

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