Star City Filtration

Review: On 7/8/2014 [redacted], a representative of Health-Mor came to our house to demonstrate a FilterQueen vacuum and clean air machine. Ms. [redacted] stated that for $3,000 we could purchase a vacuum cleaner and 2 of the clean air machines. She demonstrated the machines and stated that they had a life time warranty as long as we had the machines serviced once per year. She went on to state that the company provided the necessary replacement filters and would even come to your house and replace them when you called them. I was shocked by the price, but thought that with a lifetime warranty and free replacement filters, it was better than replacing cheaper machines every couple years and having to always buy new filters. We paid for the vacuum and one the clean air machines with a check and the other clean air machine with a credit card. About a month after the transaction we found out that someone was illegally using the credit card we had provided to pay for the second clean air machine. After a little digging and some help from video surveillance we found out that it was [redacted], the sales representative, who had been illegally using our credit card #. I have kept the police report and a text message from Ms. [redacted] containing her full confession. After the incident I tried to contact [redacted] who was over [redacted]. He stated that he was not responsible for the conduct of his commissioned sales reps and that we should handle the matter through the police (which we had already done). I told him we would like to return the machines for a full refund (as we felt very uncomfortable now with the whole credit card situation and doubted that we would be able to continue any kind of relationship with a company that does not take responsibility for their employees especially when they have stolen from one of their customers). Mr. [redacted] refused to take back the machines stating that he was financially unable to issue the refund. Another key sales point that Ms. [redacted] used was that their office was right there in the same town as us. Unfortunately when I went there for assistance they were all but packed up and leaving town. I asked Mr. [redacted] to provide me with some contact information for the ongoing service that we were promised and also someone else who could be reached as he was extremely hard to get a hold of (most of the time his # [redacted] or [redacted] would just ring and ring and ring or go to a generic voicemail). He gave me a phone # for the Senior Vice President and Regional Supervisor [redacted] whose # is [redacted]. This gentleman was very unprofessional and belittling in his attempt to confirm, just like Mr. [redacted], that they were not responsible for the commissioned sales representatives that they send out into our homes toting "their" products and "their" name. He did state that regardless of the actions or whereabouts of [redacted] or [redacted] that they would be responsible for the warranty and supplies for the machine. Unfortunately, just six months into owning these machines with "lifetime warranties" and "free filter changes", the floor attachment to the vacuum quit working. I called the service department for Health-Mor who referred me to Filter Queen of Bridgewater at [redacted] for service. They dispatched a service technician who came to the house to fix the broken part. Upon his arrival we were informed that machine only had a 3 year warranty on some parts and a 5 year warranty on others. I know for a fact I did not misunderstand Ms. [redacted] in her sales pitch of a "lifetime" FULL warranty because I specifically had a concern over how much the warranty covered. I asked Ms. [redacted] what happened if there was damage that was the owner's fault. My concern was that after paying $3,000 for these machines that one of my dogs would chew a cord or a hose or an attachment and that I would be out a large amount of money to replace the part or even worse, would not be able to get it. She assured me that regardless of how the damage happened that all you had to do was call and the company would replace the part. I didn't necessarily question her response as I had a warranty on a computer that covered accidental damage and was repaired by the company at their full cost when one of my kids accidently knocked it off my desk and on to the floor. Worse than this, the technician informed my husband that we needed to give him a check for $178 for replacement filters that we were told only needed to be changed once every year "at no cost" and this was only a little over six months into our purchase. He also told my husband that one of the machines did not even have the "carbon filter" in it. We did not remove anything so obviously it was sold to us in that condition. I called Filter Queen of [redacted] to ask why we were being charged for filters when the machines were sold to us with the promise of free replacement filters. I was put on the phone with the office manager, [redacted], who like all others I have been in contact with from this company, stated that they would only stand by the warranty as stated in their manual and asked me if I received one. He proceeded to repeat the page #s I needed to refer to in response to each of my questions. He stated that I needed to contact the sales rep as she was responsible for following through with any promises she made outside of their stated warranty. I told him that if she provided us with such a document it was after she closed the sale and took our money and that I am sure after being convicted of credit card fraud, even if she were still working for the company, she would be overjoyed to provide me with the lifetime warranty, free yearly filter changes and yearly maintenance I was promised. This has been a nightmare from the beginning. I have had MUCH better customer service from MUCH less expensive products. This company is extremely shady in their dealings and I would STRONGLY WARN everyone NOT to deal with them. I have bought several $100 vacuums in the past that lasted longer than the $3,000 FilterQueen. At least when they quit working you expected it for the price. Not so with this product. My mom had an [redacted] vacuum that lasted her 20+ years. I assumed this product was good for at least that for the price I paid, but six months? REALLY??? And I would much rather buy $100 vacuums for the rest of my life than subject myself to having to deal with anyone from this company. They are anything but friendly and helpful and they DO NOT stand by their sales reps and they DO NOT care at all for their customers outside of getting their money under false pretenses. Fortunately for the customer, one of their sales tactics is to have you refer friends and family members so I know several other people in our area who can attest to the “FALSE ADVERTISING” in court if need be.Desired Settlement: I would request the company either honor the terms of the sale or take back their products and issue a refund.

Consumer

Response:

Thank you so much for your prompt attention to this issue. Just as a matter of clarification, I paid for the vacuum and one of the clean air machines with a personal check. I purchased the second clean air machine with a company credit card for use at one of my rental properties. It was this company credit card that was fraudulently used by the sales woman [redacted]. However, we have since pressed charges in court for this issue and have resolved it. I mentioned it only to give a full history of the issues we have had with this company and show the unethical and illegal practices of their sales representatives. I spoke with another one of Ms. [redacted]'s customers yesterday who stated that they were also promised a lifetime warranty and free air filters and yearly maintenance when they purchased a machine from her just days before we purchased ours. What I have provided is the initial police report, but [redacted] made a full confession to the investigating detective and it might take me a day or two, but I can get a statement from him and/or an updated police report from after the confession if it will help. Thank you again for your assistance. [redacted]

Consumer

Response:

Thank you again for your prompt response. It looks like she wrote this receipt out to the company that I purchased the second clean air machine for with the credit card. However, the vacuum and the other clean air machine were for my personal use and were paid for with a personal check. I have also attached a copy of the cancelled check that I wrote for $2,500.00 to pay for the vacuum and one of the clean air machines. Thank you.

Business

Response:

February 27, 2015

Trade Assistant

Revdex.com

Dear Ms. [redacted],

Thank you for forwarding to HMI a copy of Ms.

[redacted] Complaint in the above-referenced. We value the opinions of consumers

who purchase and use the products HMI manufactures and welcome every opportunity to address their concerns.HMI is the manufacturer of FilterQueen®-branded

products, including the Majestic® surface cleaner and the Defender®

air purifier. These products are sold

through independently-owned and operated distributors. Distributors are independent contractors and

not employees or agents of HMI, as they contractually acknowledge. As a result, HMI is not liable for any

actions taken by distributors with the sale of products or services or how they

otherwise conduct their businesses. The

product Ms. [redacted] purchased was from MI Air Care. There new location is Star

City Filtration, [redacted]. There contact number

is [redacted].Due to the nature of this concern, HMI is in

the process of sending the [redacted] replacement filters that should cover their

needs for the next few years.Should you have any questions or concerns or need any

further information from HMI in connection with Ms. [redacted]’s complaint, I am available

at your convenience.

Very

truly yours,

Sales

Services Manager

Health-Mor

Industries

Consumer

Response:

Ms. [redacted],Thank you for your ongoing assistance in this matter. I am unsure how HMI Industries can state that they are not liable for the action of their sales representatives when their sales representatives give you a warranty card with their contact information on it (I have previous attached a copy). I believe that they use a very convoluted hierarchy as an intentional means to hide from their customers concerns and say they are not responsible when in fact their name is clearly stated right on the information provided to the customer. They state that they are not responsible, but Mi Air Care is. When I was dealing with the issue involving the fraudulent use of the credit card shortly after my purchase I had to track down information for [redacted] of Mi Air Care and when I finally found his office he was moving. I asked him at that time about returning the machine and told him I was very concerned about the shady practices of this company. He specifically told me that all warranty issues would be handled by the main company, Health-Mor (a.k.a. HMI Industries) and gave me the following contact information: [redacted] or [redacted] for anything warranty related. I tried to contact [redacted] of Mi Air Care recently regarding the warranty issue and have not been able to reach him. After this I contacted Health-Mor about the vacuum cleaner not working and they dispatched me to Filter Queen of [redacted] not Mi Air Care, so I assumed it was out of business. How can HMI Industries not be responsible for sales representatives who are giving out their contact information for warranty related issues? I have spoke with several customers in my area who were sold machines based on the same warranty and they have suggested a class action law suit against HMI Industries. I have chosen to try and handle the issue myself prior to taking things to that degree, but I am not going to accept a couple of years worth of filters in place of the lifetime warranty and lifetime replacement filters that were sold to me. When I purchased the machine I made my decision based SOLEY on the fact that the machine would be warrantied for the life of the machine and that no additional cost would have to go into the machine after the initial investment. I estimated that the machine would be good for 20+ years especially with the lifetime warranty. I typically bought cheaper machines that lasted a year or two and were priced at $100-$200. If I were to purchase a new vacuum every 18 months at an average cost of $150 I would spending $2000 over the next 20 years, still less than the price of this machine. Like I stated I bought this machine ONLY because the sales representative sold a lifetime warranty and lifetime replacement filters. I will not accept anything less than what I was sold which was a vacuum and two air cleaners with a lifetime warranty and lifetime replacement filters. If HMI Industries does not wish to honor this, I would accept a return of the goods that were sold under false pretenses for a full refund of my money.Thank you again for your assistance,[redacted]

Business

Response:

This should be redirected to:[redacted] I apologize that my attempt to help with the concern did not meet Ms. [redacted]'s expectations.