Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered the program in April of 2023. We completed our 12 demos with 4 sales. However, the "verification department" stated that the last two demos were not financially stable due to the reason they gave for not purchasing. Neither were financially unstable and one planned to buy at a later time. ******* actually asked the dealer the night of the demos if they were financially stable and she told her they were. This company is also entering a demo program that is out of their "area" and then saying the demos are too far away and will not count as a qualified demo unless the person purchases. I like the machine and didn't mind doing the marketing for the company but once I completed my part of the contract I expected the business to be honest enough to uphold their end of the contract as well. Very poorly run business!

  Business response

  12/04/2023

  ****** and *********************** purchased their rainbow on 5/1/23. At that time they entered our reimbursement program which gave them 180 days to complete any and all processes required to complete that program. This customer had issues from the very beginning. To help this customer we extended their first deadline of 45 days to complete the first 6 appointments to an extra week in order for them to complete those. After that 6th appointment was finally completed on 6/19/23 another appointment was not even ran until 10/6/23. The deadline for the program completion was 10/28/23. That left 22 days to not only run 6 appointments, have the program verified, taxes to be paid to our office, and the reimbursement check sent AND received by the finance company. Every one of those processes takes time which was explained multiple times. It states in the contract they signed for this program to allow 6-8 weeks to process reimbursements. We stress to all customers the importance of not waiting until the last minute in order to get everything completed. With it being so close to the deadline this customer was continuously calling my dealers and my office making demands, threats, and asking for special favors to help her get her program complete. We also allow replacements for appointments that do not follow our rules. This customer was notified in time to have those replacements completed, but instead decided not to pursue that avenue. We have had no further communication with this customer since October 26, 2023. As far as the allegations of our "area". We do have an 80 mile radius as a rule for our. program. It is explained to all customers they CAN book demos out of that area, but they must understand if they do not purchase the appointment does not count for their program. That guidelines stands for all of our rules. Anyone can book an appointment with anyone anywhere at anytime but IF we run it and it does not follow the rules of our program that appointment has to be replaced. That is also written into the contract this customer signed as well. To put it simply our program requires 12 QUALIFIED demos and 2 sales within 180 days. This customer only completed 10 of those qualified demos before the deadline. This customer was given the option to simply replace the appointments which was never completed either. 

  Customer response

  12/04/2023

   
  Complaint: 20921765
  
  I am rejecting this response because:  We did get an extension on the first 45 day deadline and met that.  The contract actually does not say that verification, reimbursement, taxes, and all has to be completed before the 180 days- it says they demos have to be completed in 180 days (the rest is something this office verbalizes after the fact).  It also does not say that if the show is out of the 80 mile area it would not count unless they purchase (another thing verbally added afterward)- why would anyone that lives out of the 80 mile range enter that type of program- the program should not even be offered out of area.   What does it matter that there were 3 months with no demos?  You have 6 months- they were completed.  You made a judgement that someone is not financially stable, which was far from accurate, just because you didn't want to pay out the reimbursement.  The program was completed and this company is very dishonest.  When the owner of this store asked the dealer completing the demos if they could financially afford it, she was told they could.  When the verification department rejected the demos, more information was provided that would have cleared any miscommunications but ******* continued to refuse it.  I just warn you to beware of this company.  If you are interested in the product, negotiate the price down and purchase it.  Do not enter the program to do their marketing and sales because this company does not always fulfill their end of the contract.
  
  Sincerely,
  
  *************************

  Business response

  12/06/2023

  I have attached the contract all our customers sign when entering our reimbursement program. As you can see on Rule 3 it states our marketing area is 80 miles. We cannot offer a program over that radius and it isnt fair to that customer who may want a rainbow of their own but cant work the program to earn it free. That is why it is written into our rules. It also states on rule 9 that ANY appointment that does not meet the qualifications will only count if they result in a sale. On the second page second paragraph you will see that it says to allow up to 8 weeks for processing and to not wait until the last days of your program to complete it and that the 180 day deadline includes verification and any needed replacements. So for this customer to say none of this was told to them is absolutely absurd. The allegation that I ******* intentionally asked a dealer if a customer was financially stable is also ludicrous. Whether or not they are is none of my business and between the dealer and the verification department to decide. I have no control over that. Secondly Im never on speakerphone with a dealer in the home so this customer would have had no idea what I said or didnt say. This is just a personal attack on me and my business because they are upset they either didnt read the paperwork or just refused to follow the rules of the program. I personally tried to help this customer by already getting them an extension on their 45 day deadline because they couldnt follow those rules either. 
  
  
  
  
  

  Customer response

  12/06/2023

  You said you cannot enter a program over 80 miles- we live over 80 miles and you entered ** into that program.  You stated Rule 9 says that if over 80 miles, it will not count- rule 9 does not say that it says you have to enter appointments through init2winit for them to count.  You said that you did not ask if the person was financially stable???  Your dealer said that you did.  The contract does not say to allow 8 weeks to process the verification- it says allow 8 weeks to receive you reimbursement.  Your contract also provides two different pages that provide information on using rainbow bucks- these do not match.  The customer does not have the option to look over all of the rules other than on the dealers phone after everything is done.  You run a very dishonest and unprofessional office by not holding up your end of the contract after all of the the requirements are met.

  Customer response

  12/07/2023

   
  Complaint: 20921765
  
  I am rejecting this response because: You said you cannot enter a program over 80 miles- we live over 80 miles and you entered ** into that program.  You stated Rule 9 says that if over 80 miles, it will not count- rule 9 does not say that it says you have to enter appointments through init2winit for them to count.  You said that you did not ask if the person was financially stable???  Your dealer said that you did.  The contract does not say to allow 8 weeks to process the verification- it says allow 8 weeks to receive you reimbursement.  Your contract also provides two different pages that provide information on using rainbow bucks- these do not match.  The customer does not have the option to look over all of the rules other than on the dealers phone after everything is done.  You run a very dishonest and unprofessional office by not holding up your end of the contract after all of the the requirements are met.
  
  Sincerely,
  
  *************************

  Business response

  12/07/2023

  Maybe you need to reread the paperwork. It specifically says allow 8 weeks to PROCESS nowhere in that contract does it say RECEIVE in 8 weeks. Also you are given a copy of all paperwork sent to your email. Are you saying NOWHERE on your qualifications that it says any appointments not meeting the qualifications will only count if it results in a sale? I know for a fact its there so you cant say you didnt know that. And yes you live out of our range which was explained to you multiple times. The ** who brought us to you in the first place was told your appointment would not count for her program unless you purchased. You DID purchase therefore she was given credit for your appointment. We told you with you being out of range the only way we could do a program for you is if your appointments fell within that 80 mile range. We had that discussion several times because you wanted to pitch a fit every time you wanted to book a demo out of area and we finally just had to say NO because you continued to try to break the rules. We tried to help you on multiple occasions and we all got back was a smart mouth and attitude. Youre right though we should not have offered you the program. That was us just trying to HELP you because you wanted a rainbow so we agreed to work with you and help you work the program but every time we turned around it was an issue. You couldnt complete the first part of the program so we gave you an extension then you just basically quit for months and waited until a few days before your deadline to try to run 6 demos in 2-3 days running my dealers around like chickens wasting everybodys time and you couldnt even follow the qualifications of the program. After being told you needed to replace a few you began harassing my dealers and my marketing director making demands and threats. Even after that we told you we would still run any replacements for you to try to help you finish and you decided not to. But you say I dont uphold my end of the contract? Didnt your mother complete our program and she got her reimbursement?? Along with hundreds of others who follow the rules in a timely manner! 

  Customer response

  12/07/2023

  Yes my mother did complete the program and got paid- I also completed the program- did your marketing and got you the sales- you turned 2 down saying they were not financially stable when they are extremely financially stable.  You are dishonest and very unethical.  Your paperwork is very unclear and scattered.  I enjoy my machine but would encourage anyone not to do your marketing for you.

  Customer response

  12/12/2023

   
  Complaint: 20921765
  
  I am rejecting this response because: Yes my mother did complete the program and got paid- I also completed the program- did your marketing and got you the sales- you turned 2 down saying they were not financially stable when they are extremely financially stable.  You are dishonest and very unethical.  Your paperwork is very unclear and scattered.  I enjoy my machine but would encourage anyone not to do your marketing for you.
  
  Sincerely,
  
  *************************

  Business response

  12/19/2023

  ************** "I" did not reject anything. We have a separate department that verifies the information for the reimbursement program. They base their decisions off the information given by the dealer in the home. I have no control over that department. Again you were given the opportunity to simply replace the appointments to complete the program and receive your reimbursement but you chose not to do so. I'm sorry for this unfortunate outcome but this has nothing to do with me personally. I have rules to follow just like everyone else. I feel this is a personal attack on me and my business when the fact of the matter is I tried to help you anyway I could. I went out of my way to get yall an extension because you couldn't complete even the first part of the program correctly. We even offered to try to work with **** on getting replacements completed before your deadline but again you chose not to do that. I'm sorry you feel like I done something to you personally but that is not the case. We all have to follow the rules of the program and that is why I explain everything you need to know in detail at every meeting we have. I hope this resolves this complaint and we can all move forward and put this behind us. Thank you

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance and I bought a Rainbow vacuum cleaner. We obtained it from a dealer named *******************. The vacuum is extremely expensive, so in order for us to be able to afford, we entered the demo program, where you set up 6 demonstrations for friends in 45 days time, then 6 more in the next 135 days, with 2 of the total demos leading to a sale. The night we obtained this vacuum our dealer told us that we would finance the amount first, then the balance would be paid off upon completion of the demos and requirements. She then told us that our first payment would be due on November 10th, which was also the date our first six demos were to be completed. On November 2nd, while trying to plan a demo with this dealer, she informed my fiance that our deadline was actually November 3rd, so we wouldnt be able to get our demos done in time. Come to find out, the night of our sale, she told us the deadline was November 10th, but the contract we signed said November 3rd. Essentially, we were told one date, then unknowingly signed a contract saying a different date. By the time we learned the true deadline, we thought we had 8 days left to get the demos done. While it would have been difficult, it wouldnt have been impossible to do 6 in that time. I reached out to ***** and asked if it would be possible to move the deadline back to the original date we were told, the 10th. She responded in a rude and condescending manner, where the first thing she said was a demand for screenshots of our contract where the date said the 10th. I did not appreciate this, and ended up requesting to return the vacuum. She then informed me that you only have 3 days from the sale date to return. I eventually reached out to the business to request a return, since this is a special circumstance, and I have yet to receive a response. We feel misled and insulted, like we were tricked and never given a chance to succeed. All we want now is to return the product, because cant afford 4 years of payments.

  Business response

  11/13/2023

  First of all we have had no contact from this customer. We have an office number and an office cell phone which both have an answering machine for messages and voicemails. We can even receive texts. None of those communications outlets were used. The only communication I have had is with the dealer ******************* when she sent screenshots of messages between her and this customer. The first payment date NEVER falls on the same date at the 45 day program deadline for the first 6 appointments to be completed. Therefore it doesn't make sense to me that a dealer who has been doing this job for quite some time would give the wrong date. I honestly believe this customer became confused because several dates were given to them at the time of their purchase. They would have been given their first payment date, the 45 day deadline for first 6, and the program end date deadline. In the original complaint this customer admits to knowing there was a 45 day deadline for 6 appointments to be ran. In that 45 days not a single appointment was booked by this customer. It was also admitted that the contract they signed had the correct deadline date as 11/3/23. All the paperwork they signed has their deadline dates on it as well. They not only waited until the day before the deadline to request help running their first appointment but also argued with the dealer that the paperwork they signed had the deadline of the 10th. Knowing that was impossible we requested a picture of the paperwork that showed that date. After requesting that proof is when this customer became even more argumentative and made demands that we give them more time or return the product. After that statement it became obvious this customer never followed up with reading any of their paperwork or their contract. There are rules to follow in our program and we require a signed contract stating our customers are aware of ALL rules before signing up for the reimbursement program. Even IF the deadline was the 10th it still would have been impossible to book and run 6 demos in 8 days. Our appointment spots are booked days and even weeks in advance. This is why 45 days are given to complete them. This customer even made demands of the dealer for her to figure out how to run 8 demos in 24 hours in order for them to complete their requirements. It is told to all customers joining our program that it is THEIR responsibility to not only read all of their rules, guidelines, and contract, but to also follow them and make sure they complete those requirements in the time given. This is definitely not a special circumstance, but instead just a customer who wants to blame us for them not fulfilling their end of the program requirements. There is still an option for them to receive HALF of their reimbursement if and only IF the whole program is competed before their 180 day deadline from the date of their purchase, but I believe that *** also be out of the question seeing as how they have made comments that they do not want to work with the dealers we have available in their area. I can provide copies of their signed contract and signed program paperwork if needed to verify these allegations. 

  Customer response

  11/13/2023

   
  Complaint: 20834539
  
  I am rejecting this response because:

  I never asserted that the contract said November 10th. There is no documentation of me making that claim in any of our correspondence. I asserted that the date we were told verbally on the night of the purchase was the 10th, while the contract said November 3rd. This is simply dishonest, and like I said before, Im sure it was an honest mistake. The business response even admits that they are unsure what date was told to us the night of purchase. I remember clearly being told November 10th, because I wrote it on our calendar right away, so we would remember the date. Also, I absolutely reached out to the business via email. Screenshots of these emails can be seen attached to the original complaint. I obtained the email addresses after reaching out to the corporate manufacturer of Rainbow vacuums, which was very kind and quick in its response and willingness to help. The emails sent to the business were never responded to. I will attach as many of them as possible to this response again. Also, 6 demos in 8 days would have been difficult, but not impossible. We would have at least had a chance to come close. No guarantee can be made that we could not have done a demo on six of those nights, if the dealer would have worked with us. I really hate that my responses to the dealer seemed rude, but as anyone can see in the screenshots of those messages, the first response to me from the dealer was not kind, but instead a demand for screenshots of my contract. This felt like an effort to turn the mistake around on me, rather than try to actually understand what happened. And I admit that we shouldve been more proactive, and therefore, bear some responsibility, but not all of it. Im sure the dealer is very experienced, as she did an excellent job during our demo, and we really liked her and felt good about working with her, but this does not make her infallible. She simply misled us, and now we are stuck having to pay money that we dont have. We were not even given a chance to succeed. The best solution for both parties is to allow a return, that way we wont have to suffer a severe financial setback, and the business will be able to resell the unit and turn a profit elsewhere. Thats all we desire. But it appears that the business, much like the dealer, prefers to place 100% of the blame on us, rather than admit they could have played some part in making this a negative situation for us. That is the ultimate disappointment. 

  
  Sincerely,
  
  ***************************

  Business response

  11/27/2023

  I have provided a screenshot of the conversation where the customer asserted their paperwork told them their deadline was the 10th which obviously means they never even read the paperwork because as you can see by the attached copy of the paperwork it indeed says the 3rd. I believe this customer may have just got the dates of the deadline and the date of the first payment mixed up. That all could have been avoided with a simple look at the paperwork. Also this customer still has never tried to contact our office directly. All of our office numbers are listed on the paperwork. We have never received a call at all or even a direct email. This customer states the only communication they have tried to have with our office is an email that was sent to our corporate office that has nothing to do with the program or this issue. The corporate office forwarded the email to us but a business email gets thousands a day so it was not seen until after this complaint was filed. Even IF the deadline WAS the 10th which obviously it was not it still would have been impossible to attempt 6 demos in 8 days because our appt spots for those days were already booked. The spots are first come first serve so waiting until the last minute to attempt to book an appointment wouldnt have been possible. Also the customer is not providing the communication that was had with the dealer and his wife prior to him getting involved in the conversation with the dealer. She was asking for a copy of the paperwork to try to figure out where or how this customer was getting their deadline date of the 10th. I dont see how our business is at fault here in any way. We gave this customer the program opportunity just like everyone else and instead of taking the initiative and actively trying to work the program where they were given 45 days to complete 6 appointments but they waited until the day before the deadline to ask for the very first appointment. No contact at all for 44 days. It is customer like this that make it hard for a small business to operate. Not wanting to take responsibility for their own actions but instead want to place the blame on someone else. 

  Business response

  12/04/2023

  I have provided a screenshot of the conversation where the customer asserted their paperwork told them their deadline was the 10th which obviously means they never even read the paperwork because as you can see by the attached copy of the paperwork it indeed says the 3rd. I believe this customer may have just got the dates of the deadline and the date of the first payment mixed up. That all could have been avoided with a simple look at the paperwork. Also this customer still has never tried to contact our office directly. All of our office numbers are listed on the paperwork. We have never received a call at all or even a direct email. This customer states the only communication they have tried to have with our office is an email that was sent to our corporate office that has nothing to do with the program or this issue. The corporate office forwarded the email to us but a business email gets thousands a day so it was not seen until after this complaint was filed. Even IF the deadline WAS the 10th which obviously it was not it still would have been impossible to attempt 6 demos in 8 days because our appt spots for those days were already booked. The spots are first come first serve so waiting until the last minute to attempt to book an appointment wouldnt have been possible. Also the customer is not providing the communication that was had with the dealer and his wife prior to him getting involved in the conversation with the dealer. She was asking for a copy of the paperwork to try to figure out where or how this customer was getting their deadline date of the 10th. I dont see how our business is at fault here in any way. We gave this customer the program opportunity just like everyone else and instead of taking the initiative and actively trying to work the program where they were given 45 days to complete 6 appointments but they waited until the day before the deadline to ask for the very first appointment. No contact at all for 44 days. It is customer like this that make it hard for a small business to operate. Not wanting to take responsibility for their own actions but instead want to place the blame on someone else. 

  Customer response

  12/11/2023

   
  Complaint: 20834539
  
  I am rejecting this response because:

  My fiance was referring to her own paperwork where she wrote down November 10th. The contract came electronically to my email to which she doesnt have readily available access. Also, Ive attached screenshots of an email that was sent directly to ******************************* and ***************************** at your office on November 3rd, 2023 at 10:05 AM, not sent to a general office email account that would receive thousands of emails as you claim. No response was sent.  
  
  This is all beside the point. Ive freely admitted our part in this situation in previous responses and taken responsibility for that. That being said, we do not shoulder 100% of the blame as you claim. The primary issue is as follows. We were verbally told one date, then unknowingly signed a contract with a different date listed. This is dishonest, and it should nullify the contract. A return of the product is still all we desire. I dont believe I can state it any simpler than that. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put in for a refund on the 17th of July and they received in on the 18th so I was well within the three day return limit. I know they received it on the 18th because I had a tracking number and it had to be signed for. they come get the vacuum on the 18th and I write a check for the 100 dollar cleaning fee. I wait the 10 days for my refund and it never comes I call and was lied to about the day my return paperwork showed up. I was told I would receive a call in regards to the matter, NO CALL. I tried to call back and they will not pick up the phone. If I owed them money they'd be at my door this is theft

  Business response

  08/03/2023

  This complaint it totally unfounded. As you can see the refund has already been issued. I have no control over how long it takes the card company to reflect the payment. We cannot issue a refund until the merchandise is picked up. My entire office was out of town on a cruise for 10 days. The equipment was picked up while we were away. My merchant services account would not work while we were out of the country. I had to wait until we returned to the office in order to issue the refund which is exactly what I did. The refund was already issued before this complaint was even filed. ****************** was even sent this same picture to show the refund was processed before she submitted this complaint. Completely absurd!

• Initial Complaint

  04/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed up for the Rainbow demo program. The program is basically you do 12 qualifying demos and you get the vacuum cleaner for the sales tax and are reimbursed for any monies paid to the original loan during the process. This has to be completed in 180 days. We complete our 12 demos with over 40 days to spare. The reviewed the demos and found that 2 were not qualified, So, we went out and completed 2 more qualifying demos and submitted via the company's app/site for verification on March 21, 2023. They claim they did not receive this request, which is not true. They claim they did not know until March 29, 2023 when my wife emailed them back about a previous question from an unqualified demo. Our 180 days was up on April 1, 2023. Re-submitting on March 21st allowed them plenty of time to verify the demos. Once the demos were verified we were to pay the sales tax. Since they did not verify the demos in a timely manner we could not complete this part. After multiple requests to speak with them they simply closed the case and said we did not meet our requirement. That is simply not true, we completed all steps that were with our control. Fresh Air not verifying the demos in a timely manner was the cause of this. So far we have paid 500 in monthly payments. According to the program we should get that money back, pay the sales tax and then the vacuum is ours for no more charges. What we are seeking is this: Fresh Air to honor its commitment as we completed our requirements. We will pay the sales tax if they agree to honor there part. Fresh Air not processing the demos on time will end up costing ** $4300. This is unacceptable for them to be dishonest and misrepresent the program. I was told(and have it on video) them saying do 12 demos in 180 days and its yours free. We did that and still owe around $4300.It a shame business would do this. They would not take a call to discuss or evaluate the circumstances, just said case was closed.

  Business response

  05/10/2023

  This customer has been told the process multiple times by several different staff members, myself included. They did not follow the rules and even tried to cheat the program which is cause for immediate disqualification. The Thompsons purchased their rainbow on 10/3/22. There is 180 day deadline to complete the ENTIRE program not just the 12 demos. They attended several of our Open House meetings where this is explained in great detail. Especially explaining that processing time and making sure the sales tax is paid all has to happen BEFORE the deadline. It CLEARLY states that in the paperwork they signed also. During the 6 months of their program they completed 3 demos in Oct, 4 in Nov, none at all in December, 2 in Jan, 2 in Feb, and 2 in March. They were eligible for a free demo credit also but unfortunately the appt they booked to qualify for the free credit was unqualified which would mean they would have to run the full 12 shows. There was also another demo that they tried to cheat by having the neighbor sit in and act like the spouse of the homeowner. When confronted about this ******************** lied to me personally about the circumstances of that appointment. After knowing that appointment would be disqualified also and would need to be replaced they only replaced the 2 unqualified and never booked the last appointment needed. So in total after replacements they needed 14 appointments. They only ran 13. They first submitted for reimbursement on 2/22/23. They were notified of needed replacements on 2/25/23. They did not run any replacements until 3/14 and 3/15. At which point they should have emailed verification to let them know those had been done. No notification was received from them until March 29, which was 2 days before their deadline. They did not run the other needed demo because they did not qualify for the demo credit, they never paid their taxes, therefore did not qualify for their reimbursement. Rules are place for a reason and must be followed by everyone participating in our program. I hope this explanation resolves this issue. Thank you

  Customer response

  05/12/2023

   
  Complaint: 19917234
  
  I am rejecting this response because:

  The response from Fresh Air was continued lies and misinformation. They claimed we tried to fraud the program but they could not be farther from the truth. 2 of our demos did not meet the criteria so we did two additional. We did not have a neighbor sit in on a demo, that was the choice of the person getting the demo. I explained how Fresh Air excludes certain people from the meeting the requirements of the demo to ********************. He said he met the requirements for qualification and I did not invade his privacy with any more with questions. I was not aware and still not 100% sure who the man that attended with him but once again i'm not prying into his personal life. Fresh Air is using this as Smoke and Mirrors to hide from the fact they are not holding up their end of the deal.

  Most of the time during these meetings they hold they are taking pictures with huge checks and talking about how much money the make. It is very unprofessional setting. During one of these meetings they did say the requirements for submitting was to go to the Inittowinit app and click reimbursements and that is how you send in your information for verification. We submitted in that manner on 2/25/2023. We found out we had two demos that did not meet the qualifications so we scheduled and completed two additional demos. Once those were completed we went back to the Inittowinit app and clicked on reimbursements and resubmitted our information with the two new demos on March 21st. This would give them plenty of time to review the two new demos as all others were already verified. They never once mentioned you have to send any type of email to get your information verified. They did not fulfill their end of the agreement. Also, at these meetings they have said if you attend this meeting, you will get a demo credit. I attended the meeting and have video proof I was there. They never mentioned any other things required to get the free demo. They also say you can pay your sales tax after the demos are verified, due to the dragging their feet with the verification process I never made it to that step. 

  It is very sad that a company would do this to an individual. I could not look myself in the mirror if I had to resort to these tactics to make money while cheating others out of theirs. I also reached out numerous times to speak with them to work out the situation and they claimed they will not speak with you on the phone. I emailed several times before getting any kind of response. When the emailed back finally it was very defensive and aggressive. They would not discuss the situation like rational adults. This is not right, we obviously put in a lot of time, effort, and money to complete this program and we completed it. I can't help it that they are not standing by the agreement, it very sad.

  
  Sincerely,
  
  ***************************

  Business response

  05/15/2023

  It is the responsibility of the ** to make sure the appointment that is booked meets ALL requirements. This is also explained in detail in the paperwork the ********** signed and also explained at EVERY meeting. The ********* attended several of these "unprofessional" meetings where they won money and prizes as well. How "unprofessional" of us to do that as well. As far as the appointment for ********************, I have heard now 3 different stories about that appointment all from ******************** himself. First, his significant other was present for the demo, next it was a woman who was the neighbor who was there, now its that a man was there but not his significant other. Our rules state "MUST be a couple living together and BOTH must attend the presentation".  So regardless of what story they want to portray the appointment did not meet the requirements of our program which he now admits to so that issue has been addressed. Secondly, to earn your free demo credit you must attend an Open House meeting AND book one QUALIFIED show. After that show is ran the demo credit will be applied to your last show. The appointment the ********** booked to qualify for the demo credit was ALSO unqualified. Therefore that voids the demo credit. Third, the Thompsons first submitted for reimbursement on 2/22/23 NOT 2/25/23 which he claims in his response. The deadline for their program was April 1 so PLENTY of time to book the 3 demos they needed. 2 demos to replace the unqualified ones we already ran and another to complete their 12th show since they did not earn the demo credit. You can only submit for reimbursement once so the process after replacing the unqualified demos should have been to simply email back and let the Verification Team know the replacements had been completed. Instead no correspondence came from the ********** until March 29 where ********************* emailed and only said she THINKS they have their demos completed. No mention of trying to resubmit for reimbursement or that they had been waiting on a response or anything along those lines. What is sad about this situation is that an individual who CLEARLY did not follow the rules believes they can just file a complaint with the BBB and we should just give them what they want anyway. That isn't how things work. People follow the rules of the program and get their money back EVERY SINGLE DAY so to say this is a scam and we are trying to take money from people is just absurd! If that was the case we wouldn't be in business if the program didn't work!! I hope this satisfies any and all future questions regarding this issue! Thank you!

  Customer response

  05/15/2023

   
  Complaint: 19917234
  
  I am rejecting this response because:

  The response from Fresh Air is simply not true. Even without the demo with ******************** we had a plenty of qualifying demos completed. They never once said you can only submit for reimbursement only once, they said that is what you do to get your demos reviewed. So once we completed the required additional two demos that is what we did. We did that in plenty of time for them to review the two additional demos. We did qualify for the demo credit as we completed approved demos that were scheduled during the meetings where the demo credit was offered. We have met all the requirements that were within our control. They control how long it takes to verify demos and that is where they get ya. With today's technology it should not take any longer than a day to verify a demo at the most. We resubmitted with 2 weeks for them to verify. 

  We completed the requirements of the program under our control. The main issues is they are saying the second time you submit it has to be by email. That was never told to **. They always said click on the reimbursement tab on the inittowinit app. That is what we did in Mid march. We would have sent an email then if we knew that was what we were supposed to do. I cannot believe they are requiring ** to pay the full amount. I couldn't do that to someone after all the work that was put into it. Its just not right. 

   

  
  
  Sincerely,
  
  ***************************

  Business response

  05/18/2023

  Once again ******************** cannot keep his story straight. In his last response he stated he did not know booking a QUALIFIED demo at the Open House meeting is how you earn the demo credit, but now he says he booked an approved show at the meeting so he qualified for the credit? ******************** did book a show at a meeting BUT the demo he booked was UNQUALIFIED which voids the demo credit. I even have the email where the Thompsons state IN FACT they knew the appointment they booked at the meeting was unqualified which is why they tried to replace it. They did not take into account that that would void their demo credit therefore requiring another booking.  At the end of the day they DID NOT run enough qualified demos before their deadline, they DID NOT pay their taxes before their deadline either. The rules and process are explained thoroughly at EVERY meeting. It is also in the program contract they SIGNED!!! It's funny how we have customers complete their program and receive their reimbursement EVERY DAY but the Thompsons are the only one we have had in well over a year that doesn't know how to follow rules. Trying to threaten me, my employees, and bad mouth ** all over social media is NOT the way to go about getting anything accomplished. Those actions are why we refused to have anymore direct communication with the Thompsons. We are done with the lies and threats. I have all the proper documentation for EVERY claim ******************** would want you to believe. I can PROVE the incompetency in how the ********* tried to do this program. This complaint is just a complete waste of everyones time. It's the most invalid complaint I have every received. 

  Customer response

  05/22/2023

   
  Complaint: 19917234
  
  I am rejecting this response because:

   

  And I am sure they have received numerous complaints. Bold face lies in her response about the demo credit. The Crossfields were the demo we booked at the meeting and that demo was completed and approved. They keep wanting to skirt around the truth and the fact of the matter is this could have been all avoided if they would have simply explained that an email was required instead of sending it through the inittowinit app as they said multiple times. Threats were never made in any way shape or form. This is however a free country and we can voice our concerns to friends/family about products/companies as long as it is true and what we have communicated has been true. ******************** explained that she is very new to business during one of the meetings and the inexperience is really showing on her customer service. We would have completed all steps in plenty of time if they would have processed it properly. This is just an utter shame that a company would act in the manner, very unprofessional. Just hold up your end of the agreement, it is simple. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February, I started the Rainbow InIt2WinIt program. I was told that if I showed this machine to 12 qualified households and sold 2 in 180 days that I would get the machine for just the price of the sales tax, which is a little over $240. I did 15 household demos and sold 3 machines before the deadline. Each time I sent in the form to complete the program, they would email me and say so and so didnt count because of x reason. They did this three times. They also left out that the processing time for the completion form would interfere with the deadline time. It takes about 2 weeks to process and they processed my program three times. They also said that they know if demos are qualified right after you do them but they wait to tell you until you try to complete your program. I completed 12 qualified demos and they are refusing to follow through with their end of the deal. They said my last demo did not qualify because the dealer told them a person in the household was on workmans comp which was untrue. He was gainfully employed but the verification team would not verify that, even though they were apparently able to verify that for the other demos I ran. They have had me jumping through hoops and have been giving me the run around for the past 6 months. The machine was not worth all the trouble and it sure isnt worth the $3,400 they are trying to sell it for. This company and their program is a scam.

  Business response

  09/13/2022

  This complaint is unfounded. The Weldons began their program on February 6, 2022. Our program gives 180 days to complete the entire program which gives them the deadline of August 5. As you will see based on the documentation provided they cancelled and rescheduled appointments multiple times and went several weeks between appointments. We stress to all of our customers how important it is NOT to wait until the last minute to finish due to processing times. It also states in the paperwork the customer signs that processing can take up to 8 weeks. The Weldons had several appointments that were unqualified based on the qualifications and guidelines of the program which is also stated in the paperwork the customer signs before agreeing to the program. This information was given to the ******** in plenty of time for them to have those appointments replaced, but they replaced them with even more unqualified appointments. As you can see from the emails they were sent all they had to do was provide proper documentation showing the demos were indeed qualified but unfortunately they waited well past their deadline to even respond to the emails even though they were told multiple times to be aware of their deadline which is also stated on the paperwork they signed. They never asked for us to provide them with their deadline date and didn't even make us aware of the possibility the last demo may have actually been employed and NOT on workmans comp until almost a month after the deadline. This could all have been avoided if they would have responded to the email that was sent in a timely manner. They were told to be aware of the deadline on July 29 and August 1 which would have given them 4 days to respond and have everything finished processing. Instead no respond was given until August 11 and that was just to ask what information we needed and then didn't even provide the information that the spouse MAY have been employed until August 31. If they would have provided that information at the end of July when we told them the issue with this appointment it could have been easily verified in plenty of time.

  Customer response

  09/26/2022

   
  Complaint: 17807217
  
  I am rejecting this response because:

  The dealer continues to say that I did not send in the needed documentation to prove that my last demo qualified. The company had no issues verifying the employment of the other 14 demos I did. Seeing as it was the verification department I was corresponding with, I would assume they would be able to do that themselves. I held up my end of the deal and sold two machines and ran 12 qualified demos before my 180 days were up, but they arent holding up their end of the deal. The person running the demo assumed that the client was on workmans comp (for an injury that he sustained at home?), and the company took her word and did not bother to verify themselves. The clients spouse is also self-employed but they failed to count that as well. I also dont understand why it would have mattered if he was on workmans comp because that is gainful employment, even though the company keeps trying to say it is not. The company keeps saying that would be a violation of rule #4 but there is no mention of ********* comp in rule #4. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a Rainbow Vacuum on 7/18/22. I used it a couple times and realized it doesnt pick up like they say so I contacted the distributor to return it because my contract says I have 3 business days to return it and cancel my contract with no penalty or obligation. I was ignored for two days. On 7/21/22 which is the last day of the two days she messaged me saying I cant return it because I used it. Which is not fair at all. I sent off my cancellation notice and boxed the vacuum up after cleaning it. I contacted someone who gave me the wrong store she worked for and thats who I filed a complaint on earlier. But its not the right store. I contacted headquarters also who told me to contact them back with any problems. I finally got a email back from the boss of the distributor who ignored me calling me a liar basically about the distributor doing a demo for almost 2 hours so it was already used when I got it. She also said that it depends on how much it was used that will determine if I can return. Shes being rude. I have let them know its available for pickup and also that I wont be paying for it. Them not taking it back if its used even once should be in the contract and talked about before someone buys it. Its a huge scam.

  Business response

  08/04/2022

  Complaint ID: ********

  
  

  There will be several forwarded emails I will send to document the correspondence between this customer and I. *********************** purchased her rainbow on 7/18/22. According to the contract she signed there is only a 3 day return policy which would have been over on 7/21/22.  As you can see by the first email she sent to us was on July 25. We did receive her mailed in cancellation which is the standard return policy dated 7/22/22. Which is also past her cancellation date. I will attach a photo of the envelope showing this date. All of our contact information is listed on her contract so saying she was given misinformation or didn't have it is just absurd. I will attach a copy of her contract as well. It also has all the contact information for the finance company she used and they still have not been contacted by her to this day. It also states in the cancellation she signed that anything over 4 hours of use can determine whether it can be returned or not. In the presentation she told the representative they were going to clean their whole house then take it to one of their parents homes to clean as well. Our presentations last about an hr and a half and we only the machine running for about an hr of that time. That leaves 3 hours of use that could still be returned which 3 hours of vacuuming is a whole lot of cleaning. After that amount of time the machine is obviously beyond being able to resell it in brand new condition. That is all stated in the cancellation that they signed before the rainbow was ever left in their home on the 18th. Please let me know if you need anything else from me to resolve this issue.

  Customer response

  08/05/2022

   
  Complaint: 17619511
  
  I am rejecting this response because:
  I officially decided to return it on the night of the 20th. ********************************* whole thing is well why didnt you do it earlier and thats because I didnt decide it wasnt worth it until the 2nd day of my 3 days. I did everything I was suppose to do within my 3 business days to return the vacuum. I contacted ****** which is the distributor that sold it to me and she completely ignored me but would answer my friend. When I finally got her to answer, she told me I couldnt because I used it once. I didnt realize the information I needed was on the paperwork until the morning of the 21st and thats when I started doing everything else I was suppose to do which is send it off. Unfortunately I dont have the luxury to go whenever I please and had to wait for my husband to wake up because he works nights. I wasnt able to go get envelopes and drop off the cancellation notice until that evening. Its not my fault that the post office sent it out the next day. I contacted multiple people including the rainbow headquarters on the 21st because I was informed that I needed to get the seller who sold it to me in order to return it. As for the story about me cleaning everyone and their moms house, I did not. That was said out of excitement because everyone wanted to use it too. It did not happen. I boxed it back up after realizing it just pushes everything around on top of the carpet. ******************************* has been nothing but rude and had clearly no intentions of letting me return it in the first place. Also, I didnt know that I had to contact the finance company. I thought when the contract is cancelled within the 3 days allowed that it would all be cancelled. I will do that though. 
  Sincerely,
  
  ***********************

  Business response

  08/10/2022

  As previously explained *************** knew the cancellation policy prior to the 21st as she has already admitted too. She has also admitted she mailed in the cancellation policy which is proper procedure whether she mailed it on the 21st or 22nd we don't know. We have to go by the post **** date by the post office which clearly shows the 22nd. There is also an option to deliver the cancellation before midnight of the 21st if it can't reach us in time. She still didn't even attempt to reach out to our office even after mailing it until the 25th of the month when she sent an email. She obviously had our phone number and email address days before that because the address she sent it to is listed in the same spot. When signing a contract you should read the entire document before signing. If this would have been done by *************** she would have known the full procedure. She was never told she couldn't return if using it one time. The cancellation policy states return eligibility will be determined after evaluating the machine and the usage. We allow 4 hours of use. As you can see from the emails I sent to this customer we were never rude. Even explaining if she followed the proper procedure we had no problem following through with the cancellation but she DID NOT.She has never complained about the machine not working until the very end of our emails together after I had already explained she didn't mail her cancellation policy in the proper amount of time. She is just trying to say this in order to get what she wants. Rules are rules and they are the same for everyone and trying to falsify information and filing a complaint with the BBB to try to force a small business owner into giving you what you want should be against the law. It is the customers responsibility to follow the terms of the contract they signed. 

*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. ↩