Alen Corp

This customer purchased a T500-Silver Air Purifier from us in for $The customer was having problems with the unit, so we sent her a replacement T500-Silver Air Purifier on 10/07/The customer claimed that she did not receive the filter with the unit, so we sent her a replacement filter (a $value) free of charge on 10/14/The customer called again to complain about the filter not working, so we sent the customer two more free filters (a $value) on 2/17/The customer then notified us that the unit was not performing as expected, so we replaced her T500-Silver with our larger Fit50-Silver (a $value) at no additional cost on 2/27/We then sent the customer another free filter (a $value) for the new Fit50-Silver on 1/28/

Complaint: [redacted] I am rejecting this response because: I would like to have the issue brought to a resolution and not just an offer As soon as I hear from the company which I will contact them today, I will let the Revdex.com know Regards, [redacted]

Hi, We at Alen try and put our customers first at all time but, we have to ensure we protect our business at the same time from products that were not taken care ofIt is stated on our warranty page: *** st bullet point
states - "Your Alen HEPA Air Purifier is operated in accordance with the instructions provided in the Alen user manualThis includes replacing the filter regularly to prevent excessive stress on the motor."We tried to assist in finding this information in the chat session, attached in this response, but the customer was not wanting to and left the chat session after filing a Revdex.com complaintGood thing is we found this customer original order on 5/20/However, we still would need to establish that the filters have been regularly changed and purchased from a authorized dealer as there are non-approved manufactures of our filters that, when used, can damage the unit as these "OEM Filters" are not to the spec's for our unitsI can even accept the last filter order receipt, as long as it has been within a reasonable time frame (within in the last year) to establish that the unit has been taken care of. We are here to help and provide options as we always put customers first (it is one of core values)Looking forward to hearing to backThanks

The following message was communicated to Mr*** via email and the issue has been resolved: "Dear Mr ***,I am reaching out to you to express my sincere apology for your recent experience with our Customer Relations team. We pride ourselves in providing outstanding service, and
products, and you clearly did not receive that during your communication with our Customer Relations Representative.I've investigated the event that you described and did confirm with several of our Representatives what happened during your callI will briefly describe that to you.But first, I want to you know that we will be offering you a new BreatheSmart FLEX unit, which is our newest unit, and can accommodate a square foot room. Here is a link to that product: *** That unit, along with the HEPA-Silver filter, replaces the need for a UV bulb, because the silver strands in the filter are much more effective at killing bacteria, germs, and mold. Your current unit has a Lifetime Warranty and we are committed to standing by that promise.Regarding that phone call, I have confirmed with two of our Representatives precisely what happenedThe Representative that was speaking with you was interfered with by another Representative who made her laugh. And her laughter had nothing to do with the conversation that the two of you had together. Both of those Representatives feel very badly about the situation, and we all take responsibility for your experience. For that, I am deeply sorry.I tried to leave you a voicemail a few minutes ago, but got a message saying that your voicemail is not set up. I'm available for a phone conversation if you want to talk about this with me directly.Mr ***, please let me know if you do want us to send you the new BreatheSmart FLEX unit with the HEPA-Silver. We value YOU as our customer."

Complaint: ***
I am rejecting this response because: The response provided by the company captures some of the issues experienced with the products mentioned which shows I have had a plethora of issues from the get go The first product was sold to me under the pretense to remove everything that would affect asthma That did not work I contacted the company and they agreed to see if a filter change would work That did not.So, after complaining and complaining and explaining that my doctor said the machine is not helping, they decided to offer a different machine It was supposed to come with a filter and a pre filter It came with one and not the other So all their explanations that they did this and that was a pre-tex to make sure the product was doing what it is stated to do which it has not done so far I contacted the company CEO online and this is how they are, for months they won't answer I have emails where they apologize for not answering for months!They need to provide a machine THAT LIVES UP TO WHAT THE SPECIFICATIONS SAY IT DOES They should also respond to communications My primary care says if the machine does what I printed it is suppose to do, I should not be having the issues so much.Thank you
Regards,
*** ***

The customer purchased their original unit in 2013. We offer a lifetime warranty for defective units and a 60 day return policy for buyers remorse. We have sent multiple replacement filters free of charge and even issued an upgraded replacement unit free of charge 2 years after the initial purchase. We will issue a full refund for the original purchase price if the customer can return the unit to us along with the unused filters that have been sent out. I assume the replacement filters have not been used since the unit has not been working for the customer.

Complaint: [redacted]
I am rejecting this response because:  I ask you to please encourage the company as a resolution (I am not looking for money and they say they have the best on the market) - what machine would they seriously recommend in return for this one.  It works out to be the same as not returning money.  I am looking for health not refund and if the claim to be the best, they know what I need (asthma, allergies and so on); the can surely define parameters of the best of their product.  One last effort would be appreciated in this regard.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was not able to add additional information to my complaint. Therefore I am sending you this email to supplement further information. I am rejecting the response provided by Alen Corporation because they are still not honoring their lifetime warranty. This is unacceptable to say it is a lifetime warranty and then change it if I don't buy 60 dollar air filters from them. This is WRONG. They did not fully disclose that their units were based on the condition that you buy 60 dollar filters from them. Alen Corp. is not a company that stands behind on their product.[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like to have the issue brought to a resolution and not just an offer.  As soon as I hear from the company which I will contact them today, I will let the Revdex.com know.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hi [redacted],   I apologize that you feel your unit is not working and we would be happy to get you a warranty replacement. The last correspondence we have from you is from 2/17/14 in regards to the 2 free filters we sent you and to which we responded within an hour. You referenced a $350 unit in...

your complaint, attached is a copy of your receipt of your purchase of the T500 for a total of $220. Please confirm that this is the unit you are referring to and feel free to contact me directly for a warranty replacement.   Have a wonderful day.   Thank you ,    [redacted] Customer [redacted] | Alen Corporation [redacted] * [redacted] * [redacted]

This customer purchased a T500-Silver Air Purifier from us in 2013 for $299. The customer was having problems with the unit, so we sent her a replacement T500-Silver Air Purifier on 10/07/2013. The customer claimed that she did not receive the filter with the unit, so we sent her a replacement...

filter (a $59.00 value) free of charge on 10/14/2013. The customer called again to complain about the filter not working, so we sent the customer two more free filters (a $148 value) on 2/17/2014. The customer then notified us that the unit was not performing as expected, so we replaced her T500-Silver with our larger Fit50-Silver (a $538.00 value) at no additional cost on 2/27/2015. We then sent the customer another free filter (a $89.00 value) for the new Fit50-Silver on 1/28/2016.

Hello, See the below response that was emailed direct was well:"Hi [redacted],After discussions with my manager [redacted], who I've cc'ed on this email, he has agreed to once again extend the same offer to upgrade as last time since you have declined our offer to replace your unit under warranty. Please see the offer below: Upgrade to the BreatheSmart for 20% off a single unit with a free filter upgrade and panel of your choice. The BreatheSmart would come out to $479.20 and you have already paid $220.00 for the T500. This would be a difference of $259.20 to get the BreatheSmart.  orUpgrade to the BreatheSmart Fit50, which is essentially a junior version of the BreatheSmart and covers 800 sq ft. on high (in comparison the BreatheSmart covers 1100 sq ft on high). The Fit50 would come $399.20 and you have already paid $220 for the T500. This would be a difference of $179.20 to get the Fit50 (this would also include a free filter and panel upgrade of your choice).Both of these offers are final. You would still have the lifetime warranty but all claims would require that you first send in the unit to be inspected before a replacement can be sent.We would like to hear from you on which offer you would like to accept so we can have your new unit sent to you as soon as possible. If you have any questions please send them directly to us for the quickest response.Regards,"Looking forward to hearing back. Thank you.