Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Prolitec Inc., doing business as Aera, regarding their inadequate customer service and defective products. On November 24, 2024, I placed an order (#******) totaling $277.69. The items were delivered on November 27, but they have not functioned as advertised, and Prolitec Inc. has failed to provide adequate support to resolve the issues.Immediately upon receiving the products, I encountered significant problems: the devices failed to emit any scent despite following all instructions, connect to WiFi and operate in general.Additionally, one of the tubes arrived incomplete, with only one cap, and troubleshooting efforts proved futile.Since then, I have made multiple attempts to resolve the matter:On November 29, I called Prolitec Inc.'s customer service number, left a detailed voicemail explaining the issues, and requested assistance. I received no response.On January 6, I sent an email outlining the issues (attached here for reference). While I received a reply that same day with technical follow-up questions, I promptly provided the requested information. Despite this, Prolitec Inc. has not responded further or resolved the issues as of January 15. Prolitec Inc.'s lack of accountability and refusal to provide adequate customer service is unacceptable. I have made every effort to resolve this matter directly, but the company has ignored my repeated requests. This negligence has left me as a paying customer without functioning products or adequate support, and it reflects poorly on their claims of being a premium ******** this point, I am requesting a full refund of $277.69 for the defective products. Prolitec Inc. has failed to deliver on their obligations and has not provided a satisfactory resolution despite my numerous attempts to seek assistance.I trust the BBB will assist in holding Prolitec Inc. accountable for their inexistent customer service and substandard products.

  Business response

  01/17/2025

  Thank you for bringing this matter to our attention. We deeply regret the communication and service shortcomings that ****** experienced, and we sincerely apologize for the inconvenience and frustration this has caused her.  We are available to our customers with a live agent via chat or phone 7 days a week, 8a-7p PST.  If were not available due to volume or off hours, we have an expectation of answering left messages within 24 hours of message being left.  We hit that **** 99% of the time as we understand the importance of customer service and its role in our customers confidence in our product.  However, that wasnt met in this situation, and we regret its impact on ****** ******.
  
  We have thoroughly reviewed the situation and acknowledge the following issues:
  
  Missed Voicemail Response: ****** reached out on November 29, 2024. Unfortunately, our voicemail notification system experienced a technical issue that created a blind spot in our process.   This led to us not returning her call.   That technical issue has since been resolved. We fully understand the frustration this caused and take responsibility for not addressing her concerns in a timely manner.
  
  Delayed Follow-Up After Email Communication: Upon receiving ******'s email on January 6, 2025, outlining her unresolved issues, our team did respond within 2 hours with an apology and next steps for troubleshooting. However, we recognize that our response lacked the urgency and empathy that ****** deserved, and we failed to fully address her frustration regarding the missed call. Furthermore, after ****** responded with answers to our troubleshooting questions, we did not follow up as promptly as we should have, and we deeply regret this.  This was due to lack of management oversight and has been addressed.
  
  For increased transparency,Ive attached all of the e-mail communications between ****** and Aera for Home.
  
  Our Resolution Plan: We take full accountability for these missteps and want to resolve this matter to ******'s satisfaction. As such, we are offering the following resolutions:
  Personal Call from Management: We would like to arrange a call with a member of our management team at a time that is convenient for ******. During this call, we will offer our sincerest apologies, listen to her feedback, and work to address any remaining concerns.
  Product Exchange or Refund: As ******* issues were related to our products, we are offering to exchange any non-functioning products free of charge, or if she prefers, we can issue a full refund for all items purchased from her November 27, 2024, order. We will cover the return shipping costs.
  
  We deeply value ****** as a customer and are committed to improving our service based on her feedback.Please let us know if there are any further questions or if additional assistance is needed. We are here to help and want to make things right.

  Customer response

  01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear BBB and Prolitec Team,
  
  
  Thank you for your response and acknowledgment of the service shortcomings I experienced. While I appreciate the detailed resolution plan provided, I must express my continued dissatisfaction with the situation and the severe impact it has had on my experience as a customer.
  
  
  Firstly, it is important to note that while I left one voicemail, I made over 34 calls to Prolitec during operating hours on various days. Without exception, I was placed on hold by the automated system, only to be informed after ***** minutes that the company was experiencing high call volumes and unable to take my call, instructing me to leave a voicemail instead. This repeated occurrence rendered my numerous attempts to resolve the issue futile and was incredibly frustrating.
  
  
  Furthermore, I have waited over 51 days for a resolution, which is completely unacceptable. Despite my patience and goodwill, this prolonged delay has been an extreme inconvenience. I refrained from sharing my negative experience on social media, out of consideration for the company and its reputation. However, this courtesy does not change the fact that my confidence in Prolitecs commitment to customer service has been severely damaged.
  
  
  The lack of support during this time directly impacted several of my holiday gatherings. Due to the unresolved issues with my Aera systems,  I was forced to make last-minute purchases of high-end candles, spending hundreds of dollars to ensure my events were appropriately scented. This additional financial burden was entirely avoidable had Prolitec provided timely assistance.
  
  
  Additionally, when I initially received my order, I had faith in Prolitecs products and service. I installed the app, spent over an hour shopping for additional fragrances and devices for each of my four bedrooms, and was prepared to make a significant additional purchase. Thankfully, I held off, as my initial experience has demonstrated the companys inability to meet even basic customer service standards. I also missed out on Black Friday discounts due to a lack of confidence in purchasing further items without support, further compounding my frustration.
  
  
  Given the considerable inconvenience, financial impact, and time I have spent trying to resolve this matter, I believe the proposed resolution is insufficient. While I appreciate the acknowledgment of the service gaps, I expect the following as a fair resolution:

  1.A full refund for my initial order.

  2.Re-shipment of my initial order free of charge, with a prepaid return label for the original items.

  3.Consideration of additional compensation, such as including extra products or discounts, to account for the time, effort, and financial burden this experience has caused.
  
  
  I have been exceedingly patient throughout this ordeal, and I am deeply disappointed by the lack of urgency shown in resolving my concerns. Prolitec markets itself as a high-end, refined brand, yet my experience has been far from reflective of such a reputation. I urge you to take this matter seriously and ensure that these issues are not repeated with other customers in the future.
  
  
  I look forward to a prompt and satisfactory resolution. Thank you for your attention to this matter.
  
  
  Sincerely,
  ****** ******
  
  

  
  

  Business response

  01/27/2025

  We apologize for any inconveniences this situation has caused Ms. ************* This matter is not indicative of our usual customer service and were willing to offer the following options as resolutions:
  
  1. If Ms. ****** would like to continue to give our products a chance to perform as intended and wants to continue to be an Aera customer, wed love that.  Wed need the old equipment back so we could exchange it for new equipment.  We could then offer an additional scent capsule of Ms. ******* choice for each device as a gift from the Aera team (total value of $90).  Keeping in mind wed cover the additional shipping costs both ways.
  2. If Ms. ****** believes its better to move forward without the use of our products, we understand.  Wed offer a full refund, and she could keep the products she has to do with as she wishes.  As stated, this is Aera refunding $277 to Ms. ******* while allowing Ms. ****** to keep the Aera products currently in her possession.
  
  In checking our records, were unable to substantiate any additional contacts outside of the previously discussed communications.  Weve attached screenshots from our system verifying no email or phone calls were received from known email addresses and phone number of Ms. ************* If Ms. ****** has documentation that shows additional attempts to contact Aera Support,wed be happy to review that documentation.
  
  We appreciate the opportunity to move towards a resolution. We await Ms.******* decision to accept resolution option 1 or option 2, as well as her preferred contact method and availability to speak with an Aera customer service representation. 

  Customer response

  01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear BBB and Prolitec Team,
  
  
  Thank you for your continued response. However, I must make it abundantly clear that this is not a negotiation, and I am not here to bargain. As a consumer, I have rights, and Prolitec has failed to uphold its responsibilities in multiple ways.  
  
  
  This matter has now remained unresolved for over 60 days, during which Prolitec sent me defective products, ignored my numerous attempts to seek resolution via phone calls, voicemails, and emails, and forced me to escalate this issue through the BBB. The offer to issue a refund while allowing me to keep the damaged products is not only inadequate but offensive. It demonstrates a blatant disregard for basic customer service principles and accountability.  
  
  
  At this point, my expectations are clear, reasonable, and non-negotiable:  
  
  
  A full refund for my initial order issued immediately.  
  
  
  2.   Re-shipment of my initial order free of charge, with functional replacements for the defective items both machines and scent capsules.
  
  
  3.   Consideration of additional compensation, such as including extra products or discounts, to account for the significant time, effort, and financial burden this experience has caused.  
  
  
  Additionally, given my lack of trust in Prolitec's business practices at this point, I will only return the defective products after I receive functional replacements and my full refund.  
  
  
  To the owners and/or CEO of Prolitec:  
  
  
  I understand that despite multiple attempts to resolve this issue amicably, your business practices have fallen far short of both legal requirements and reasonable consumer expectations. Your failure to provide adequate customer service for over 60 days, coupled with shipping defective products and now attempting to impose unreasonable conditions for a refund, compels me to inform you of my next steps.  
  
  
  If this matter is not resolved satisfactorily within the next 48 hoursincluding a full refund and replacement of the defective productsI will be forced to file formal complaints with the ************************ (***), the ************************************ (****), and your local consumer protection office. These complaints will detail your violations of:  
  
  
  The ************************ Act Section 5 (unfair or deceptive practices),  
  
  
  The ********-**** Warranty Act, and  
  
  
  -  Applicable state consumer protection laws, particularly regarding the implied warranty of merchantability and the right to reject defective goods.  
  
  
  Furthermore, I intend to submit detailed reports to the ************************'s ************ and the ******************************* (IC3) regarding your deceptive business practices. Additionally, I will document my experience across all major review platforms and social media channels where your company maintains a presence. I have maintained detailed records of all communications, shipping documents, and evidence of product defects, which will be included in my formal complaints.  
  
  
  I would strongly prefer to resolve this matter directly with your company in a way that respects both parties' interests. However, I am prepared to utilize every available consumer protection channel and legal remedy at my disposal if necessary. The choice of how to proceed now rests with you, and I await your immediate response.  
  
  
  To The BB:
  
  
  If this issue is not resolved immediately and in full, I call upon the BBB to intervene and schedule arbitration. This prolonged ordeal is a clear violation of my rights as a consumer and must be addressed without further delay.
  I trust the BBB to ensure that my consumer rights are upheld, and I look forward to seeing this matter resolved promptly.
  Sincerely,  
  ****** ******  
  
  
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order number is 445497.The tracking showed it is delivered with a photo. But I never received it and the home in the photo is not my home at all. I tried to email the business and call the business for more than 3 times. They did not reply. I need resolution from business.

  Business response

  11/02/2023

  Hello, we apologize for any inconvenience. It looks like we responded to this customer in October after receiving their complaint. We asked them to confirm their shipping address so we could file a trace with the shipping company and reship their order. We have not heard back from this customer regarding our request. We will be happy to reship the order once we have a confirmation of the correct shipping address, or we can refund the order. Please let us know which resolution is preferred. Thank you.

  Customer response

  11/02/2023

  I would like the refund ASAP. Thanks!

   

   

   

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

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

  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have contacted them several times to return my money. They sent me 1 return label for both orders order numbers ****** for ****** and order number ****** for ***** they said they returned it but my credit card has not been credited for the purchases, I have the tracking number for ***** ************ and also the receipt for buying the box I had to buy to ship them together because they only sent me 1 return label. the amount for the box was **** I dropped it off at the ************ located at ************************************************************ the box size was standard small 12x9x6 I have sent them the receipts from ***** and also the charge on my credit card statement ordered on 9-8-2023 someone at Aera canceled the order after I had already received the 2 purchases and was given a return legal so I don't know why they won't return my money??? Im very disappointed I thought Aera was a legit company but I see it is not I will never order or tell someone to order from them because the got their items back so why can't I get my money back the amount for Both items comes to ****** +***** = ****** that's a lot of money and I want it returned. I also have

  Business response

  10/05/2023

  Hello, 
  Thank you for contacting Aera, we'll be happy to add some details to the case.
  
  ************ initially contacted us on 6/27/23 to return order #****** of two items that was placed on 5/26/23. On the date of this inquiry, she was emailed a pre-paid return label. On 7/5/23 we received the following:
  1x Aera Diffuser
  A refund for $149.05 was processed on 7/6/23
  The second item from the order was not returned at this time, but she did send back a fragrance from a separate order #****** which was also refunded for $64.20 on 7/6/23
  
  *********** contacted us on 9/8/23 to cancel a preorder #****** for the following items, which were refunded for $132.16 on 9/8/23:
  1x Aera Go diffuser
  1x Citrus 4ml
  1x ****** 4ml
  1x Good Riddance 4ml
  
  She also wanted to cancel a second order, but it had already shipped so she was emailed a pre-paid return label for order #******, which included:
  1x Aera Go
  1x Pacific Surf 4ml.
  These were received and refunded for $84.00 on 9/18/23

  On 9/26/23, ************ then contacted us about another order that was not under her account information.  It was determined that ************ had actually created a duplicate order under a different account for the remaining items:
  1x Aera Go diffuser
  1x Citrus 4ml
  1x ****** 4ml
  1x Good Riddance 4ml
  This order was created using a different email address than the prior orders which made it difficult to locate without account details or an order number, but we were able to locate Order #****** and email a prepaid return label. These items were refunded on October 3rd for $132.16- the refund confirmation was automatically sent to the email address from the account: ***********************

  Finally, as a courtesy, we also extended our return window to allow us to refund the rest of her original order #****** from back in May for $64.20, despite this fragrance never having been returned. 
  
  I hope this was helpful, please let me know if any additional information is required. 
  
  Thank you,
  ***********************
  Director of Customer Care

*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. ↩