Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a window swamp cooler ( 5900CFM) and had it installed for less than 2 months when the water pump failed. Bonaire somehow claims there inferior pump failed because I did not drain the reservoir every 10 hours. First of all, there is no drain. Second of all its not mentioned one time in the instruction manual to perform this service. Warranty was registered and purchase receipt was attached.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 5900 CFM evaporative cooler on May 14, 2024. Yesterday, August 14, 2024, the pump stopped working. I had a handyman come out and take the cover off and double check all the parts. Everything else was working properly. There is an inline filter for the water going in, unit inside was clean and not particle buildup. Handyman (who I paid $75/hr) confirmed pump needed replacement. Good thing the cooler has a two year warranty. I called and received a number to text with all my information including receipt and model number. After texting, it took 30 minutes to get a response. The person I'm the other line insisted I needed to remove the cover and take a bunch of pictures and they 'did not care what my handyman thinks'. Insanely rude, and all over a $75 dollar part on a brand new product. I am small woman and the unit was installed on a high window using the manufacturers suggestions complete with a filter. I CANNOT just hop on up there and remove the out side of a massive unit with heavy pads and tried to say this. The person I text with did not care, and when I tried to speak to the man from the original number he raised his voice and said it wasn't up to him. It is going to be in upper 90s this week. All I needed was a simple pump replacement. It clearly stated not to return the unit to the store, however since I have received ZERO help from your 'customer care' I'll probably just ending up taking it back to **********, who does 90 day returns. Or you can just send the replacement pump!!! The $150 reimbursement for the handyman would be nice as well.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought an evaporative cooler from *********** The instructions say if there are any issues to contact Bonaire. "do not return to **********" is marked on the box. We have contacted Bonaire at least 6 timesin total.We received the wrong screws with our cooler. The screws do not reach from one panel to the other as they should. This prevents us from putting the pieces together correctly and interferes with the cooler's functioning. We cannot turn the cooler on all the way.We called Bonaire and got in touch with a person who insisted he could not send us 1 2 screws because it would "mess up his inventory". He mentioned his inventory several times. At one point, he blatantly asked us if we would "just go and send a customer parts". We are talking about 12 screws!He finally said he would send them if we provided him with our recept the model i.d., photos of stickers on the cooler. WE HAVE SENT THAT THREE TIMES. No response.For some reason, the person answering the phone (I suspect the owner or manager), thinks 12 screws are more important than customer service.We just want the screws we were supposed to receive!

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 5300 series evaporative cooler made by this company. It is defective out of the box. The instructions say to contact them directly if there are issues. I initiated a chat on their website, one of the slowest back and forth chats I've ever had. I was referred to a contact phone number for help. The number only had an automated message stating I needed to contact them through the website. Useless. There was an email contact and after sending a message I've been ignored the last several days. Couldn't be more frustrated. You pay good money, over $600, for a product and after finding there's an issue immediately after buying it the company seems to be playing games to keep you from getting help. I registered the product and receipt with their website with my name and contact information.

  Customer response

  06/18/2024

  I received an email from the company with contact info for one of their repair specialists. I contacted their provided number and was directed to a contact for their warranty department after being told it didn't matter where the unit was purchased from and that the warranty people would be quick to help. This department states that because the product wasn't purchased by me at either ********** or ****** and came from another retailer, that they choose not to honor the warranty. There is nothing stated in the warranty material provided about that stipulation. Couldn't be more frustrated. Just another move in the little game they're playing to dodge fixing the issue. It's a brand new product right out of the box with a defect that they could send a new part to fix, a simple solution. They are choosing not to do the right thing and quite smugly by the tone of the person I've been communicating with in their warranty department. I'll be tracking down any possible way to review this product and their chosen conduct online fully explaining the situation and my confidence in this product. All I wish for is that they would honor their responsibilities and do the right thing, their brand new product has a problem and they should reach out and fix the issue. Don't think that's too much to expect especially when it's such a high dollar item. Thank you for your time.

  Business response

  06/18/2024

  See bullet point g) in the warranty section of the owners manual for this product;

  Warranty will only be given WHERE proof of purchase is provided by the ORIGINAL purchaser and climate technologies pty. limited is satisfied at the appliance is within the warranty period.

  See bullet point o) all warranties are non-transferable.

  The retailer the customer purchased the item from DID NOT purchase the items from us, so we do not know who the original purchaser of the item is.

  Therefore, the original receipt was never provided

  In addition, see bullet o) in the units owners manual:

  All warranties are non-transferable.We do not even know where the retailer the customer purchased our product from obtained our items.

  BONAIRE USA

   

   

   

  Customer response

  06/18/2024

   
  Complaint: 21864740
  
  I am rejecting this response because:
  This is nonsense. It is a new product from your company in it's original packaging.

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

  Business response

  06/18/2024

  We have made ourselves clear on the written legal language within our warranty policies.

  
  

  No ORIGINAL proof of purchase has
  been 

  provided by the party that the retailer purchased our items from and in addition, even if it was supplied which it has not been, the warranty is not transferable, again stated clear legal language in our warranty.

  There will be no further response from us regarding this issue.

   

  Customer response

  06/19/2024

  I absolutely provided an originlal receipt obtained at the time I purchased this item new in box at a legitimate brick and mortar store. They contend that they don't know how this particular store got their product but cannot dispute it was purchased at the store.

  Customer response

  06/19/2024

  Here is the product registration information and the original receipt I received when buying this product at Cheapo *****, a registered and licensed retail business in ***********, **.

*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. ↩