Carrie
Damaged Product, Dishonest Company
I ordered the Healthmate Plus unit ($895) from Austin Air on their Amazon store. Like many others, my unit arrived packaged upside down and severely dented. Visit the Amazon reviews to see the images. The denting was on the control panel, and the machine does not turn on. I reached out to Austin Air to process a return, they sent me several messages but none included information about processing a return until after five days. When I asked them to schedule a pick up because with packaging, the unit weighs over 50lbs and it's a huge box too big for me to carry, they did so for a day that I wasn't able to be home for the pick up because I had work. They refused to schedule the pick up for a time I was available, and said I should stay home on the day they picked or I can keep the damaged unit and they would not refund me. I called and emailed several times, and continued to be told no they would not help me. They suggested I can walk it to the UPS store myself (I live in NYC), I pointed out that due to an injury I am not able to physically do that. They repeated that they would not do anything to help me (even though UPS clearly allows for scheduling pick ups for the day and time of your choice). They could have done this, but refused to. So, now I'm out $1000 and the company absolutely doesn't care and refuses to be helpful, even though they are the ones who sent me a broken air filter.