Complaints

This profile includes complaints for Research Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Research Products

  PO Box 1467 Madison, WI 53701-1467

• 

  Research Products

  1015 E Washington Ave Madison, WI 53703-2938

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:02/10/2025

  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 had an Aprilaire 800 Steam Humidifier nearly 5 years ago. The unit has stopped working correctly and I have spent hours on the phone with their customer service trying to get the unit fixed. They are asking me to change canisters ($100 each) to address the problem. Now they are asking me to switch them back (which we already tried and didn't work). I expressed that I would like the unit warrantied as they have a 5 year warranty on products. They are now asking me to try things we have already tried. I have all documentation and believe that they are deceptively trying to avoid warrantying the issue. They also claimed that my water quality is the issue, but I had the county come to my house and test the water. They assured me nothing has changed about the water in over 5 years. Most recently, a customer service *** accused me of calling him a liar and then hung up. Service ref. number (******). The unit is warrantied for 5 years.

  Business Response

  Date: 02/19/2025

  We have been actively working with **** to help resolve his issues related to his Model 800 Steam Humidifier.  As of today he has installed a replacement circuit board we have provided and initial testing show positive results.  We will continue to monitor to with **** and proceed accordingly to make sure **** has a unit functioning as designed.  

• Initial Complaint

  Date:02/04/2025

  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 purchased an Aprilaire 720 humidifier from ******** for $483.37 on 12/9/24. Despite extensive troubleshooting, the unit fails to maintain water flow, stopping after 540 minutes, and has never worked properly since installation. I followed all recommended steps, replaced parts, and even hired an Aprilaire-certified technician for $100, who evaluated both the unit and installationthey could not get it working either. Aprilaire refuses to allow a full return.Attempts to Resolve:First contacted Aprilaire support on 12/20/24 and made 7 support calls between 12/20/24 and 1/28/25. Received replacement parts (inlet valve and panel), which did not fix the problem.Had a certified Aprilaire technician inspect and attempt repairs, confirming the unit is defective.Requested a return and refund, which Aprilaire denied, directing me back to ********, despite the product being faulty from the start.Failure Details:The unit worked for a maximum of 30 minutes before the water flow dropped to a sputtering, inconsistent trickle. Upon initial startup, the system discharged approximately 1.6 GPH, but after a short period, no water would flow down the drain, and it would stop humidifying entirely. Once the sputtering started, the unit never regained consistent water flow, remaining in a failed state indefinitely. I verified that water pressure (~80 PSI) and electrical supply (26 VAC at solenoid) were stable, confirming this was a product issue, not installation error. The certified technician found no external cause, further verifying an internal product failure.Resolution Requested:Full refund of $483.37 or exchange for a working model Reimbursement of the $100 repair technician fee Aprilaire to facilitate a return through ******** Aprilaire sold a defective product and has refused to take responsibility. I request BBB intervention to resolve this issue fairly.Supporting Evidence Available: Email records, proof of purchase, installation details, and technician assessment.

  Business Response

  Date: 02/17/2025

  AprilAire is actively working with with **** **** on a resolution for his application.  At this time we have sent service parts, reviewed photos and videos and have had calls with our engineers and ****.  We anticipate having a resolution by week's end.