Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** came to my home on 11/16/24 to do a demo of a vacuum. Discussed pricing I told him I was interested but would want to do more research and did not want to open a line of credit that day as I was refinancing. He said he would make a call to see if he could take a cash deposit to lock in the rate and then if I changed my mind no harm no foul as he would finalize everything when he brought a machine. I gave him a $100.00 deposit. He entered my name into his tablet and had me sign it for what he said was the plan do do promotional demos when the sale was done. He did NOT mention this was a contract for purchase. After he left I spent the next few hours researching and decided the maintenance was more than what we were wanting out of a vacuum. I promptly texted **** and told him I decided not to purchase and would talk to Rainbow about my deposit since that is who he said he worked for, and as that was my only form of contact for him. I then received an email stating it was from Rainbow, so I emailed **** and told him I no longer wished to purchase. I have called Rainbow and Impact Air several times as **** actually works for Impact Air and just sells Rainbow units to see about getting my refund with no response. Most of Impact's phone numbers listed do not work. So, I contacted **** about my deposit who now says its non refundable.

  Customer response

  12/05/2024

  ******* from Impact reached out, I told her I would provide additional messages I received from her rep. 

  Business response

  12/10/2024

  Upon receiving this complaint, we contacted ******** immediate to find out what was going on. We discovered that the messages were not being relayed to office and apologized to ******** that we were just finding out about this issue. We immediately put her refund check in the mail. I had a great conversation with ******** and definitely let her know that she had done everything on her end, and it was unfortunate that the sales *** did not relay the messages to the office about what was going on. We appreciate ******** reaching out and have resolved the issue. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rainbow from Impact Air. I was told the machine has a 10 year warranty, and accessories have a 2 year warranty. My Rainbow is one and a half years old. I contacted ****** on *ct 2nd and was given a maintenance persons number. He never answered or called back. I spoke to ****** who gave me a number for another person. Contacted him he gave me a Matts number. **** is the same person ****** told me to reach out to. Again no response. Finally the other man had ***************** me. **** informs me emails went out and Impact is fully aware of the issues. The powerhead with the metal beater bar is faulty. Hair packs in the ends causing the * rings to disintegrate. This causes the bearings to fall out, and he guaranteed the housing inside is melted. Told me a ****** would call me and be picking up, which never happened. I contacted ****** who wanted me to drive it an hour away to be fixed ??This needs REPLACED. I paid $3889 for a vacuum that worked for less time than one from ******* did. The only reason I purchased was, because everything is to be covered. Lies!I spoke to the co-owner. She also wants to fix and make me drive, spending more time and money. When I asked for the other owners number, she refused.

  Business response

  10/26/2023

  Good afternoon

  Our mission is to resolve every customer warranty issue with the product and I did talk with *********************** on Monday October 26 and came up with a solution

  to fix her rainbow system as it is under warranty . We have solved the problem and look forward to giving her machine back in good working order. it is always

  our mission to help customers.

  ****

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a *********** Purifing system 11 months ago. When I completed the demo the price of the vacuum was explained to only be $3000. I gained access to my credit report and noticed a price of $5,340 from ************************* Services, I was told the vacuum would not have interest and that I would only pay $3,000. The duration of the loan was not explained to me. This is a pyramid scheme and its pathetic I fell for it. I want the price adjusted to the price I was told. ******* is the district leader and completed the demo for me. I want this resolved please.

  Customer response

  07/12/2023

  Good morning!! 
  

  attached is the purchase agreement I found in my email without a signature. I hope something is able to be done about this scam. 
  

  thank you, 

  *************************

  Business response

  07/24/2023

  Thank you for your inquiry in regards to the customer Service complaint. It is our mission to assist and resolve every customer issue and this customer is no customer. We have tried to get in contact with them via a phone call which was then followed up by a text. If they could contact me directly at my personal number (***************************** ************) we would be happy to try and help them. Thank you in advance for your patience and understanding as we try to solve this issue. 

   

  Thank you

  Melinda 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife ***** and I, *****, purchased a Rainbow System on September 1, 2022. The purchase agreement was 180 days same as cash for the amount of $3,412.23, $5.340.96 after interest and sales tax and that with this purchase we qualified to receive a FULL REFUND minus sales tax of the system by completing a program with Impact Air, called Refer and Ride. The program stated we had to complete 12 demos and of the 12 we had to achieve 2 sales, all within 180 days of our purchase date of 1 September. We completed all 12 demos with 3 of the demos resulting in a sale. We achieved our end of the program on February 28, 2023(within 180 days) like the program we agreed upon stated when we signed. After completing we were informed 3 of our 12 demos were not qualified demos because the parties did not own property, but they still came and did the demos. Therefore we were not going to be compensated in full for our Rainbow System we purchased like we were told we would be and like the contract stated. We were offered 2 extra weeks to find replacement demos. The company knew that we would not be able to complete these for the reason of us having twin newborns, so we did not have time to schedule and attend more demos. If the 3 demos that were not considered qualifying would have bought the product they would have considered them as "good" demos, but since the did not purchase they were not "good" demos. One demo was family owned land and they would not count it, another was our elderly grandparents whom have put their home in their sons name as part of their after life plan, and the other we were not aware they didn't own their home. We were offered a program to complete and to get essentially a free Rainbow System, we finished our program and now are being told we will not be compensated like originally stated when we purchased the system. All we want is what was stated and to receive the check to pay the system off minus sales tax like agreed upon.

  Business response

  03/25/2023

  I spoke with ***** and significant other on the phone on Monday March 20th and listen to some frustrations that they were experiencing with the program and some representatives that were on there program. I apologized that the lack of professionalism that they had experienced is not what Impact Air stands for. Impact Air decided that due to the missunderstanding with some demos that needed replaced we would wrap up their Refer & Ride Program.  Impact Air has sent ************************* a check for his completion of the refer and ride program. It was sent in the mail on March 23rd. As of Saturday he has not received that check yet. Once he receives the check for completing out the refer & ride program the complaint will be resolved. 

   

  Thanks ***************************;

  Customer response

  03/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 22, 2022 I bought two rainbow vacuums for $2589 per vacuum on November 22, 2022 I reported to a ******* in a text that my vacuum was making very loud noises. The suction was not working no reply, on November 29, 2022.I texted ******* no reply November 30, 2022 texted ******* no reply December 10, 2022 send text to please contact me. This matter has been going on for way too long. Finally four hours later I got a response from her office manager the office manager wanted me to take my vacuum 45 minutes from where I live to drop it off to have it inspected and fix the problem I disagreed I wasnt gonna have a refurbished vacuum that cost that much money so several days later she had somebody bring me another vacuum on march 7, 2023 my power nozzle wouldnt work. It would go on for a couple seconds and then off the vacuum had a funny smell. It was very hot. I made sure everything was clean. There was no hair clog dust anything the filter was clean. Im not happy with this vacuum the suction its not what it was when I first got it it only took a month to stop working again. This is the second vacuum Ive had since December 2022. I talk to the office manager ****** I believe shes in ********************. She was very matter-of-fact that I cannot have my money back that I had to take my vacuum somewhere to be serviced. I disagreed with her. She said I only had three days to return the vacuum I was not aware of that she just told me where I would get my contract through my email. I bought these two vacuums over the phone I was not told I was getting any emails sent to me about a contract . My daughter had the rainbow demonstration and I purchased her one and myself one over the phone I am not happy with this vacuum I dont trust it. This this is happened to two vacuums now that I have got and Im skeptical of getting another one I would like help getting my money back. Thank you.

  Business response

  03/15/2023

  Hi *******,

  It is our mission here at Impact Air to resolve any issue that a customer has. we apologize to ***** that the sales rep ******* did not reply to her text on November 29. We did exchange her Rainbow on March 7, 2023 and we are sorry that she is having issues on the machine. The machine is covered by a 10 year/4 year warranty and we would be happy to service her machine so it up to par. 

  And yes a customer has 3 business days to return the machine, and unfortunately that time has lapsed. We have reached out to the customer 6-7 times in the last 3-4 days. Our service manager, office manager and another manager have all reached out, and as of March 15 there has been no response at this point. We would be delighted to have her contact our service department directly at ************ ask for ***** or she can contact our office manager at ************ ask for ******, to make arrangements to have the machine completely serviced and the malfunction taken care of. We believe this is a good faith commitment to take care of the customers issue. 

  Thank you in advance

  ****

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I do not know who **** is   He has never reached out to me about the problems Ive been having. Talked to ****** 3/8 service man was supposed to text me  3/13 ****** texted me n asked if I texted him no I was told he was texting me then on 3/14  ****** claims he tried several times to contact me  then she asked if I was contacting him or was she supposed to  then on 3/15 she has some  lady ****** texting me telling me that ****** has been trying to get ahold of me to schedule time to pick up my vacuum  these people have a hard time telling the truth  the last conversation I had with ****** on 3/14 she said I need to get my vacuum to *******  I didnt sign a contract with rainbow I had no clue that there was a contract let alone you only had 3 days to return it  
  
  Regards,
  
  *********************
  

  Business response

  03/24/2023

  Impact Air has attached several screen shots of text messages that have taken place between, ****** and ****, ****** & ****, and ***** (Service Technician) & ***** Messages between ****** and ****:  ****** reached out to **** on March 8th in an attempt to resolve this issue and get her machine picked up and taken to the service representative. There was a message on March 13th to follow up because ****** or ***** had not heard from ****. ****** specifically asked if **** would be calling ***** or if ****** needed to. **** responded with saying that she would call him. Impact Air reached out to ***** to see if **** had called. She had not contacted *****, so he called her and went straight to voicemail which was full so he could not leave a message. 
  ***** and ***** text messages consist of: ***** making arrangements to pick up the machine and get in in for service. He then provided ******* contact since she stated that she would prefer to take it to the Effingham location for drop off. 
  ****** and ***** were struggling to get ahold of **** so they reached out to ****** to see if she could get in contact with her. 
  ****** and ***** message actually date back to December of 2022. In December we also picked up her machine and resolved any issues that she had in December.  ****** was very accommodating in picking up her Rainbow machine. She even sent one of our representative to her house, which is not typical procedure. Customers are to bring their machines to our service center. The Machine has been picked up and will be repaired on Monday the 27th. It will be back in the **************** for her to pick up before 5:30, or we are willing to drop it off at her house in order to accommodate her. Again, that is not normal procedure. 
  In ****s response she stated that she was unaware of a 3 day return policy. She attached her delivery receipt and it clearly states on her receipt, below Office Notes 
  You may cancel this transaction without penalty or obligations within Three (3) business days from the above date. Impact Air feels that we have gone above and beyond to help **** with with any serve issues. She has multiple contacts within the company, that have been more than accommodating and she has chose to contact the BBB instead of following through.

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied

  The people in charge of this territory are very dishonest people  I returned every text/call I received less then 24hrs  unlike some in this group weeks  this vacuum was not cheap I have had 2 now in less then year stop working  I dont agree to have to have a refurbished 1 this vacuum is still considered very new  as of this contract I sent in with my complaint like I said I was not aware of it I can promise you that is not my signature  I live in Vandalia not *********************** is aware of this  it took her a min to try n figure out who was who  she also knew I didnt know anything about signing a contract  she had to help me find it in my emails  I have no legal contract with rainbow I will not take down my complaint  i want refunded

  
  Regards,
  
  *********************

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We agreed to do a rainbow demonstration for a friend and decided to the the rider program to purchase the rainbow. We had to do 12 demonstrations and sell 2 in 6 months which we did. Each customer had to meet a certain criteria such as owning their home and etc. We asked all our customers if they met all criteria needed to qualify and they did. Once program was completed their verification department said that they couldnt verify that 2 owned the homes that the demos were performed. One was ***** and the other recently bought his grandpas house that is owned by the farm. They want us to ask these people for property taxes showing they own the homes. Im not asking such personal information. That is embarrassing. I emailed that I wanted to talk to a manager and the manager that called me was the dealer who performed the one at the Amish house so she knows the situation. After our conversation she said she would get with another manager who had more experience and get back with me. She never did so I had to reach out to her and she had no new information and that I could do 2 more demos to make up for those. I let her know my frustrations and she stopped responding. That is not professional or good business. If those 2 bought it wouldnt be an issue. The one that owns a farm spent 4 hours listening to their demo on a Friday night and the dealer couldnt even close the show because it was late and neither closer answered their phone. I held up my end even and complained my program and I want all of my money for completing the program or return my Rainbow for a full refund including taxes.

  Business response

  03/15/2023

  *******, 

   

  Thank you for reaching out in regards to complaint # *******, in regards to Rosezona Boden, we have reached out directly to her in the last 3 days and have been in contract to resolve her complaint. On her promotional program, we were unable to verify the necessary requirements on 2 customers on whether they owned their home or not. so therefore we are unable to complete the verification process. 

  After our conversation, she has agreed to replace the 2 appointments that we can verify once she completes them. And if they go through verification, we would be happy to fulfill our obligation ad give her the rewards that she has coming. whether it be in a check or cancelling out her loan financing agreement. in exchange for that she has stated that this would withdraw her complaint and make her happy. 

  It is always our mission to make sure every customer is 100% satisfied, and in this case of Rosezana we maintain to have her 100% satisfied. 

   

  ****

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I absolutely never agreed to withdraw my complaint. I told them I would submit saying the agreement had been completed but never said I would withdraw my complaint. I forwarded an email with my complaint number that they stated that they would not send  me my check until I withdrew my complaint. I told them that was coercion and they would not intimidate me to withdraw it as I could only send updates for it to be closed. I stand firm on my complaint and I will finish my final demo. They did send me another email removing the part that stated that I would receive my money after my complaint was withdrawn and it just read that I would receive it after my last verified demo.was completed. As Ive discovered and pointed out their flaws and gray areas and have found out that other regional areas do just what I suggested on checking addresses before each demo is held before wasting everyones time and making the process more efficient and less stressful. 
  
  Regards,
  
  Rosezona ******
  

  Business response

  03/22/2023

  I understand her frustration, due to the lack of communication and lack of professionalism of one of our managers. Me as the Business Owner Intervened and called her on March 20th and talked to her for 20min. I totally agree with why she was frustrated and we will be taking action immediately with the manager. Impact Air will be cutting Rosezona a check for completing the program. Our mission at Impact Air is to always maintain good customer service. We are incredibly sorry that ******** had a bad experience with one of our managers. 

  Thanks ***************************;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩