Air Advice

Please see the attached document for details and images documenting customer connections to our website for data gathering and reporting. Text of document also copied here:  Response to Complaint from: [redacted] AirAdvice offers a full warranty on our...

product (does not cover loss or theft) and a 30-day return policy. Customer purchased three monitors in April of 2016. They experienced cellular issues with their monitors shortly after receiving them. Replacements for the monitors were immediately sent out to the customer. When the original monitors were returned to AirAdvice they were tested and found to be in correct working order. Upon receiving the replacements, customer said that the replacements were also not working. These were again replaced and monitors were found to be working fine when returned to AirAdvice. This indicates that the cellular reception in the area of the customer was lacking and this was explained to the customer. The monitors were not faulty.  In June, the customer reports another connection problem, again the monitors were replaced and originals were found to be working fine. In August, customer again reports connection problems, does not return them until October, at which time one of the monitors was found to have a problem with the antennae, but the other monitor was is regular working order. Repairs were made and monitors were returned to the customer.  Throughout this time, individuals attended multiple private training/coaching sessions. In October, the customer was given a 6-month extension on their subscriptions – Subscriptions are annual renewed and there were three monitors. Annual subscriptions are $995 per monitor; thus, the customer was given a value of $1,492.50 for the incurrence of any time lost due to not having access to their monitors during shipping.  Aspire accepted the offer and continued to use our services at no charge for another four months. Forty-two reports were ran from October to January 2017, when the owner requested a refund for the original purchase April 2016 purchase. TimeLine of Incidents for Aspire:  4/13/16 Purchase of three new monitors 4/13//16 Attended IAQ Basics (1st private training) 4/25/16 First connection issue reported, monitor replacement sent out same day.  4/28/16 Customer says the replacement monitor we sent was also having connection problem, sent another replacement. Replaced monitors tested on return, they were working fine. 5/6/16 Conducted two private training webinars for the entire company (2nd and 3rd private training) 6/7/16 [redacted] calls with connection issues and says replacement monitor has an issue too. 8/31/16 Reported connection issues with monitors, replacements sent out same day.  9/1/16 Discuss refresher training 10/12/16 One of the monitors from 8/31/16 one found to have bad antennae cable, repaired and shipped back. No issue was discovered with the other monitor which was put through a thorough diagnosis.  10/17/16 Monitor subscriptions extended for 6 months free of charge due to customers concern of monitors having to be replaced.  12/29/16 Conducted private refresher/sales training (4th private training) 1/3/17 Coached [redacted] privately on SmartIAQ for his house; recommend HRV for his new home based on high VOCs. (5th private training) 1/4/17 Connection issue reported. 2/14/17 Mr. [redacted] requests a refund for the cost of the monitors and the one year subscription.  During the time they used the monitors, they had 140 reports delivered to them.   Screen shots of connections made in three weeks prior to final refund request included in attached document. They have service until October of 2017, including a 6-month free extension, but have stopped using their monitors as of January 20, 2017.