ComplaintsforMasterAire
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Complaint Details
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Initial Complaint
26/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a compressor and tank. -Original Purchase December 2022. -Supplied Tank did not match picture advertised on website. Tank provided was delivered directly from ******** ****. Price from ** = $749.99, Mater Aire charged me $1364.00 -Compressor did not function properly after hooked up. Compressor cost $6490.00-June-2023 -Compressor continuously cycles. Never stops running. -Replacement Compressor Received in August 2023. -This Compressor also continuously cycles and never stops running. -Jan-2024 I am supposed to have a working compressor, not one that continues to cycle. I have requested a refund for this product(compressor) as it does not function.Customer response
06/02/2024
The company masteraire has contacted me and agreed to refund me per their return policy.
******************************************
They will only refund me if my complaint has been withdrawn. Per the policy they will be charging me a 25% restocking fee and I will have to pay for shipping.
Would you be please withdraw my complaint so that masteraire will refund me for the compressor.
Let me know if you have any questions?
Regards,
**** ******
Initial Complaint
21/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased compressor system from MasterAire on Paid $ Asked about the return policy, they said you have 30 days for the refund Got the product in early June It requires an electrician and HVAC specialist to connect it. After calling a couple of specialists, they refused to do the job because Masteraire's products do not have CSA approval in Canada After calling Masteraire to confirm this information, they advise that yes, they do not have it and they are not obligated to have it I told them we would like to return it because no one wants to connect it and also, it puts our workers at risk. They said that they can process a refund but they will hold 25% stocking fee, which apparently says on the website. This is absolutely bad customer service, they should advise their customers of the fee before you make a purchase. Also, their policy states that "We will not take any responsibility if the information shared on the site is not accurate or current. The content of our website gives a general idea only. But, you should not make decisions without having more precise and complete information. Any reliance on the information of this site is at your own risk." Like how can you sell a product but not be responsible for information on your website about that product?Business response
15/07/2023
Thank you for contacting us.
We understand that you are looking for a compressor with CSA certification.
Please note that we can give you a CSA-certified compressor at an additional cost.
All of our compressors are engineered in Canada and comply with international ISO standard 5388:1981 for compressors. We also have CE certification.
Also, please note that CSA is a voluntary and not a mandatory certification.
All of our compressors come with our unbeatable 10-year power warranty. This ensures you peace of mind and assures you that we stand behind our equipment.
We will be happy to exchange your unit with another, which has CSA certification or you can return your unit, but we do charge a restocking fee to cover return shipping, handling, etc.
We did try to contact you many times but were unable to. Last we spoke, you communicated to us that you have already connected and started using the unit.
If your unit is not used/unopened and returned in its original condition, we can waive the restocking fee.
We are eagerly awaiting your response and hope to resolve this matter.
Best Regards,
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.