Critical: Professionalism, Responsiveness
Purchased an RGF Reme Halo Air Purifier on 4/26/2018 with a 2 year manufacturers warranty on the Reme Halo bulb/cell. The bulb stopped working on March 18th, 2020 while still under warranty and I requested a replacement under the warranty. I was told by Air Quality Control Environmental that RGF, the manufacturer was backlogged due to the pandemic and I would have to wait until August 2020 for them to inspect and replace the defective cell so I would have to purchase a replacement until RGF could honor the warranty. I purchased a new Reme Halo bulb and told Air Quality Control Environmental that I wanted the bulb when it was replaced by RGF in August. When I called in August I was told to call back in September as nothing had been done and when I called on September 11th, 2020, I was told by an employee, Ann, that the purchase price paid in March of $498.52 would be refunded but my request for the actual cell would not be honored. They would keep the cell and I was told that the owner, Mike Dexter, had to be contacted to approve the check reimbursement and that I should call back within 1 week. Called back on 9/18/2020 only to be told that they were not going to refund the purchase price but $398.52 as they were charging me $100.00 for installation of the new bulb but that amount is not indicated on the purchase receipt so by not returning the replacement bulb under the warranty and charging me $100.00 for installation that is not indicated on the original receipt this company is pocketing an additional $100.00 and keeping my bulb so they can charge someone else the $498.52. I was told the check was written and mailed on the 18th but by Monday 9/21/2020 I had not received it even though I live not more than 2 miles from the business. I called multiple times between 9/21/2020 and 10/5/2020 and still never received the check and was told each time that I called that the owner, Mike Dexter, would return a call but that never happened so I filed a complaint with the Better Business Bureau on 10/5/2020 as Air Quality Control Environmental is a long-standing member to see if they could expedite the check payment and on Wednesday, 10/7/2020, Mike Dexter called screaming and threatening me that he was going to cancel the check because I had contacted the Better Business Bureau to try and get my check. He screamed that he had done everything that I requested and now I should never call his company again and he hung up. I still had not received the check but it came that afternoon and was deposited and I called the BBB to rescind the complaint and made them aware of what had already transpired with Mike Dexter's screaming rant. The check for $398.52 was returned unpaid on 10/9/2020 with a $10.00 return fee and I have now re-written the Better Business Bureau to re-instate my complaint and I will take this matter further as Mr. Dexter has acted in a totally unprofessional manner and evidently does not react well when challenged on his business practices. I returned a defective Reme Halo Bulb/Cell under warranty and expected a new bulb in its place but Mike Dexter decided to keep the bulb so he could pocket an additional $100.00 as a bogus installation charge that is not indicated on the transaction receipt for the bulb/cell that was purchased on 3/20/2020 from Air Quality Control Environmental. To have to wait over 6 months for the warranty claim to be resolved only to have it reversed by a temperamental owner is an egregious action and not in accordance with proper business practice and should definitely not be tolerated by any prospective client of Air Quality Control Environmental. read more