I purchased an ozone generator, IZ-3500MGT, from Air Purifiers Superstore, in July. After receiving and returning two defective units and believing their promise of a refund, I have no machine and no refund, and they do not respond to my repeated inquiries. I have been waiting almost two months for the promised refund. The basic timeline is below. All communication has been by e-mail, and I have kept all messages on the e-mail server.
July 17: I purchased the unit, using their Web site, for $299, and I paid using PayPal.
The unit arrived promptly by USPS Priority Mail. It seemed to work fine at first, but then nearly caused an electrical fire.
August 6: I complained that the unit the fan blade had jumped out of its housing, jamming itself and burning out the motor.
August 6: Mike wrote to tell me to send the defective unit back and they would replace it with a new one.
August 11: According to USPS tracking number 0303 0130 0000 3845 4213, they received the unit from me.
August 27: After I complained about the delay in receiving a replacement unit, Mike notified me that they were having supply issues. I finally received the replacement unit a week later. It appeared to be new, but it worked only intermittently. When I turned it on, the fan always ran, but the ozone element would come on sometimes and not other times.
September 9: I complained to Mike about the replacement unit.
September 10: Mike replied, "Send it back, I'll give you a refund."
September 15: I offered to try to fix it myself if he would send me a replacement power supply. I received no response, so I returned the unit by USPS Parcel Post.
September 30: According to USPS tracking number 0303 0130 0000 3845 4220, they received the unit from me.
October 23: I wrote to ask the status of the refund, but received no response.
October 28: I wrote, "I would like to give Air Purifiers Superstore an opportunity to resolve this issue before I begin a complaint process. Please pass this message along to Mike or Sergio Alcantara so that one of them can respond. I originally paid with PayPal, and it is a simple matter to issue a refund via PayPal. I am not counting the $42 in shipping charges I have incurred to return two defective units."
November 11: I wrote, "Please let me know your intentions regarding the refund for the returned unit, which you received September 30. If you want to send me a replacement unit, that is okay with me, but I need to know that you are going to do that." There has been no response at all.
They have my money, they have the unit, and they do not even reply to inquiries.
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