Complain about a product or service

Ecoquest

maggi of blossburg, PA November 3, 2009

I have owned Freshair by Ecoquest for 7 yrs. and it runs 24/7; other than the fact that the display went bonkers after a year, it still works beautifully ,and I clean it on a regular basis.My husband has Atypical allergy ssymptoms (uncontrollable migraines) to dust mites & dogs & we havent had to make regular trips to the E.R since purchashing our unit. He is a truck driver & we purchased the car one for that.

Reggie of Irvine, CA October 26, 2009

Around May 2008, I sent my Ecoquest Air cleaner for repair in which I paid 21.15 plus 175 on a credit card to have the unit repair. The unit was sent back unrepaired, I sent the unit back to Ecoquest again pay around 20 dollar and again the unit was return unrepaired. The 3rd time I sent the unit again to Ecoquest and was return with the same problems.

Ecoquest, requested that I should exchanged for Fresh Air Upgrade, in which I paid the difference on a credit card. I received a letter from Ecoquest dated June 4, 2009, requesting that the old unit to be mail to them, I told them that I did not have the new unit, I was told by Jennie at Ecoquest that the unit was delivered to my home by UPS. I told them that I did not have the unit, because I was not at home during the time the unit apparently was left out outside my door by UPS while I was staying at my sister’s house in Los Angeles due to kidney problems. I called UPS 9/9/2008 spoke with a woman named Patricia C she informed that they will only paid 100 dollars as it is UPS policy for merchandise that has not been properly cover by insurance and that they were going to contact Ecoquest to resolve the problem.

The same day 9/9/2008 I called Ecoquest and I told them that unless they replace the unit as I had already paid the different for the upgrade and they will have to sent a prepaid postage for me to sent the unit. I was told No by Jennie, she told me it was my responsibility to ship the unit to them.

I didn’t do anything about the issue since I was told by UPC on 9/9/2008 that they were going to correct the problem with Ecoquest. I requested a copy of my credit report and EcoQuest has put negative account on my report asking 522.00 dollars. I have the old unit that is not working. I paid 175 dollars for the unit to be repair. I paid around 60.00 for shipping and the difference of 225.00 for the exchanged for the upgrade. I have nothing all my money is gone I have the old unit in which I will not return unless they return the new unit and pay for the shipping. I really appreciate your cooperation to resolve this matter and have Ecoquest clear the negative report from my credit report.

Emily of Trenton, MO July 20, 2009

I was used by the Ecoquest representatives and I lost 2,500. I am now left with 4 faulty machines. I owned one of the original Alpine machines and I loved it. It quit working and I decied to look into something else. I was introduced to a couple that sold Ecoquest products. I wasn't interested in making money or selling machines-I just needed a machine for allergies. They duped me into buying a success pack and promising these would be easy to sell. Later I found out they took a cruise at my expense. I should have known something wasn't right.

They harrassed me for days wanting to sell me their product. Then they dissappeared after the sale. Now, I'm left with 4 machines that are junk. I did sell one. I kept two and gave two away to family and friends. When I try to clean the machines I have to get my husband to pry the back off. The backs won't come off for cleaning. I called the company and a rep suggested we use a screwdriver. You don't use a screwdriver on a 850.00 machine.

Now one of my machines is making a surging noise and it just shuts down. The panel is jammed and the rep suggested I just use the remote. They just seem to gloss over the fact that their products are faulty. Could you imagine buying a new Mercedes with a jammed trunk and the dealership just tell you to pry it open with a screwdriver? I did contact the company for a full refund but they would only return half my money. I decided against that. I don't have any other recourse.

Bijay of Houston, TX June 4, 2009

I bought an EcoQuest Freshair air purifier on 5/11/04 for 444.50. I was very satisfied with this purchase except I had to send it once in 2005 for a minor repair. On 8-28-08 I called to order a part and I was suggested by customer service to upgrade to new generation of Freshair air purifier. I accepted suggestion and upgraded to new machine by paying 239.06. The new machine arrived partially dead on 9/8/09. This started a series of exchanges and most of the exchanged machines showed a common problem. Like first generation machines these machines should have reminded to perform cleaning when the air passage gets dirty and air flow reduces through grills and filter.

In my understanding, like previous generation machines, there is an air flow sensing system in these new generation machines too which senses the air flow and sets the reminder. So far I have exchanged 6 machines and 4 of those showed similar problem of not reminding for cleaning. As per operation manual user should perform cleaning every month (30 days) as a general maintenance. If user forgets to clean, machine will sense the air flow, check when the last cleaning was done and remind to perform cleaning. I have no way of finding this problem whether machine is going to remind to perform cleaning or not before 30 days.

After more than a month when I realize that machine is not reminding, I call customer service to update the problem and exchange that machine. The exchange warranty is valid only for 30 days, after this period user will have to send the machine on their cost to get it repaired! Not exchanged. Therefore each time I call I have to go through a big drama and aggravation to get some one to send me a new machine and get the faulty one picked up. I expected that customer service agent noted down all the information related to the problem on their end each time I called.

Unfortunately next time I talk to these customer service agents and request them to read the problem in the previous machine, they will say that there is no information why the previous machine was exchanged. I can not tell whether they lie or tell me the truth. Finally I got tired of calling and sent them an email on 5/8/09 to start documenting communication. Initially I wanted to get a clear email reply to resolve this ongoing problem. These people do not want to give me detail in email reply to resolve this situation. They want to talk to me but I don't want to. I am very frustrated from their service and worst performance of their equipment.

I don't want to talk to them anticipating that in future they may claim that they have no record of my communication and problem. To resolve this situation I offered them to pay me back 444.50 + 239.06 (683.56), get their faulty machine picked up and I will forget that I ever knew EcoQuest. Of course I have not received any reply related to this settlement offer. We have spent 683.56 buying the original machine and upgrading it.

iva of valencia, CA May 3, 2009

I have 2 Living Air Breeze machines since 2003, I run them 24/7 one in the garage with the cat litter box and one in the house. I will say I am very happy with them both, THEY are very very costly but since you cant tell I have 3 cats who are INDOOR ONLY Its worth it!

Craig of Stillwater, OK April 14, 2009

Craig of Stillwater OK (04/14/09)
We purchased an EcoQuest Fresh Air system on 3/10/06 from a local dealer for 647.71. The machine ran well for about a year and a half and then quit putting out Ozone (no smell as before). We methodically cleaned the unit when it put up the message to do so. At this time, we cleaned plates and the unit and finally just shut the thing off. Eventually we called and sent the unit in under warranty around August of 2008 at which time it was cleaned (~50 cost to us), the keypad and LCD display was replaced as well as the ozone plate. We recieved it back and it ran for a few days until we put it on sanitize mode after which the Ozone smell again stopped. Frustrated, we turned the unit off and put it away as it hadn't worked in a long time and we were tired of dealing with it.

We again got around to calling them in January 2009 and shipped it back for repair at which time they replaced the main board and the ozone plate. Upon recieving it again, we ran it for about a day and noticed it again was not emitting the ozone odor. Called them back and they sent us a shipping label and we sent it back (Feb 2009) at which time they merely replaced the plate. Unit put out very small amount of ozone so we called back again and were put in contact with the customer support team leader. We placed in a small room with minimal results so they sent us another shipping label and we shipped it back to them (Mar 2009). The team leader noticed the lint filter was extremely dirty but she was going to run it in her office and see what she found before sending it for repair. She then called us and relayed that she agreed it was not working and she was sending back for repair.

They have just finished looking at it (been a month) and nothing is wrong according to them and they are shipping it back. I called this person and I was obviously not happy. She became condescending and after much arguing I asked what I do if I get it back and it does not work. She said I can ship it at my cost but don't bother sending it back as they will not do anything as it is working. It was not working, has not been working, they verbally agreed it is not working and now they claim it is working. I am sure the 3 year warranty is now expired so that will be their next card and we have a 700 boat anchor. I am at a loss of what to do here but I can gaurantee I will never buy any product from these people again.

647.71 - Work ~1.5 years then nothing but trouble. ~50 - Cost for cleaning at which time it came back and did not work correctly. ~9.88 shipping charges (x 2) until they began paying these charges

Ami of Shreveport, LA April 4, 2009

I work in a Long Term Care/Rehabilitation Center which provides residence to over 200 elderly and disabled persons in the Piney Woods of Louisiana. Pollen, Allergies, Flu, Cold, EVERYTHING hits us at various times of the year. My work installed the FreshAir system in it's hallways and we noticed immediately the difference in odor, and a freshness that isnt often found in nursing homes.

I got one for my birthday, and I LOVE it. I live in a perfect apartment, but unfortunately it's location and age has made it prone to mold. I've been sick the last 6 months (since moving in) with various colds and allergies... none being resolved by anything more than time and cough syrup. Now I can breathe, dust and pollen is down to a minimum. I love this machine! More news later on how it affects infection control in LTC centers!

Steve of Parma, OH March 28, 2009

Steve of Parma OH (03/28/09)
I bought a Fresh Air for 1200 and I was using it for quite a while. It helped with my allergies, and it helped with the little floaties that I see floating in the air in the house. I have it up high on the bookcase and I was vacuuming the floor and I got tangled in the cord of the Fresh Air. The Fresh Air fell on my head, to the floor and broke into several pieces. I was knocked out for a little while...the thing weighs about 13 pounds.

When I came to, I tried to pick up the machine but it was still plugged in. It was wide open from being broken up and I got shocked really bad. My pacemaker went bad after getting shocked and I had to go to the hospital. My cat got so upset with all the commotion that it ran away and got hit by a car. My brother heard about all the problems I was having with the Fresh Air that he had a heart attack. I later found out that he has a Fresh Air too and the ozone from the machine was causing his fish in his aquarium to die. His dog had puppies and they all died from the ozone too.

I am now not able to work. My brother just recently died.

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