• Report: #542536

Complaint Review: Edenpure, Biotech Research, Suarez Corporation Industries

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  • Submitted: Sun, December 20, 2009
  • Updated: Fri, November 30, 2012

  • Reported By: Tome New Mexico — Tome New Mexico USA
Edenpure, Biotech Research, Suarez Corporation Industries
7800 Whipple Ave NW Internet United States of America

Edenpure, Biotech Research, Suarez Corporation Industries Biotech Research, Suarez Corporation Industries Read this Report! You won't believe your eyes! Unless of course you bought one too. Internet

*Consumer Comment: Melted EdenPure

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Below you will read the letter sent to the New Mexico Attorney General's office. Consumer Protection Division. Regarding the EdenPure Model 1000. Attached is pictures of the actual units in question. You won't believe your eyes. They even got Bob Villa to endorse this product as a safe inexpensive alternative to heat your home, and it's safe for pets too. See if you will let your cat or dog sit on this? Or maybe you'll let your toddler or even wife go near this! I think a class action lawsuit is in place. If your a lawyer reading this and are interested in filing a class action lawsuit against Edenpure, Biotech Research, Suarez Corporation Industries. [continued below]....

..... Please contact me.


 


On December 12th, 2009 I "Name Removed" made contact with Biotech Research Customer Service division via telephone at 1-800-219-8458. I spoke with a woman who advised she was a Customer Service representative. During this conversation I advised her that my EdenPure Heater Model 1000 which I paid over $500.00 for, had melted again. I explained to her that the original purchase was sometime in February 2006. (Actual date by Biotechs own records is 2/24/06.) (1st Unit) I went on to explain to her that the Biotech Research Company had already made two exchanges for the same reason. In each case the EdenPure model 1000 severely melted. Each unit carries a 3yr warrantee from Manufacturers defects. The first exchange occurred on 1/22/07.(2nd Unit)  The second complaint and exchange occurred on 5-11-07. (Third Unit) This was the third unit sent to me under warrantee for a total of three units. It is also the unit I am currently complaining about to Biotech Research Customer Service as the product defect was not cured since the original purchase. Enclosed are pictures of the defective merchandise. As you can see in the picture the unit is severely melted and caving in. It almost caused a fire within my home. Upon wakening the morning of 12-11-2009 I discovered the EdenPure Model 1000 severely melted and hot. I of course unplugged the unit in time to prevent a fire. My formal complaint is not only for my personal gain of my monies and return shipping, but also to advise the Consumer Protection Division of this very dangerous defect, that has affected many consumers throughout the United States, according to the many complaints by Consumers Nationwide via internet. Attached is an example of complaints found. Apparently, Biotech Research is very well aware of this dangerous defect, and yet, has failed to address it. I believe it to be in accordance of law to make known of these defects with the Underwriters Laboratory and U.S. Chamber of Commerce. Biotech Research has made it a habit of publicly advertising that their EdenPure Model 1000 will save you money and produces no side or top wall heat. They confirm this guarantee by also advertising its safe for pets, and display a picture of a cat sitting on top of their Model 1000 with a dog next to it. The pictures enclosed will without a doubt challenge such a claim. You can see that the Unit got so hot that the top and the side walls caved in as a result of melting. My unit was set to 75 degrees and is usually left on throughout the day to maintain warmth. Had this happen while I was at work, my family and I probably would not have a home to go home too. The following is a copy and paste from an actual email sent to me by one of Biotech Researchs representatives.


    Account # Removed


 Our records indicate that you have only purchased one EdenPure Heater Model 1000 on 2/24/06. Two exchanged units was sent on 1/22/07 and 5/11/07. The heater only had a three year warranty which has expired. To find a service center close to you, please refer to www.edenpureservice.com and click on the Independent Service Centers Tab and then enter your zip code.


.


 


Thank you,


Kelly Fern


Customer Service Professional


Suarez Corporation Industries


7800 Whipple Ave NW


North Canton, Ohio 44767


cserv@suarez.com


(330) 494-4282    


 


AS you can see by there own records the last exchange was made on 5/11/07 which carries its own 3yr warrantee due to their defects. Yet, Kelly Fern does not want to accept the simple fact that whenever merchandise is exchanged due to Manufacturers defects it carries its own warranty, which in this case is a 3yr warrantee. This in fact makes my 3yr warrantee valid through 5-11-2010. The previous Biotech representative that I spoke with on 12-12-2009 recognized that my unit was still under warrantee and offered to send me free UPS shipping labels via email to return the units. She even offered me a choice of a refund or an exchange. I told her to send me the shipping labels and I would leave a note inside the box after deciding refund or exchange. The representative agreed. However, Ms. Kelly Fern on the other hand does not recognize my rights to warrantee, and is refusing to compensate me in any way, after it was already approved by the previous representative to send the shipping labels. Since I did not receive an email from the first representative that I spoke via telephone with on 12-12-2009, I sent an email asking where my shipping labels email was to be found. This is when I received the above response from Ms. Kelly Fern. As you can see by the above-mentioned dates, the Biotech Research Model 1000 does not last more than one season without melting. At this point I am so fed up with receiving defective merchandise that I am requesting a full refund, and want the free shipping labels to return the merchandise via UPS. I am also requesting that for the best interest of Public Safety that you investigate the defect in question. If you Google Customer complaints against Biotech Research in reference to their heating products you will see what I am referring too. You will also find in your search that Biotech Research has even been categorized by former employees as a Corrupt Company with a full explanation of their company practices such as: lying to customers, too deliberate mishandling of paid merchandise.


Sincerely,


Name Removed    


This report was posted on Ripoff Report on 12/20/2009 12:53 AM and is a permanent record located here: http://www.ripoffreport.com/r/Edenpure-Biotech-Research-Suarez-Corporation-Industries/internet/Edenpure-Biotech-Research-Suarez-Corporation-Industries-Biotech-Research-Suarez-Corpor-542536. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Melted EdenPure

AUTHOR: Eva B - (United States of America)

I bought an EdenPure Model 1000 in 2007. I rarely used it until January 2012 when my central heat was being serviced. At the end of January, I turned it on and within five minutes the front and top of the heater had started to melt. I contacted the company, Suarez Corporation Industries, or Biotech Research, and all they would say is that the warranty is expired. They tried to blame the melting on the filter being dirty. Here is one of the emails I received:

Thank you for your recent inquiry with the U.S. Consumer Product Safety Commission. Please allow me to take this opportunity to address your concerns.

I have reviewed all of the information that you have provided CPSC and I am unable to locate a purchase you made with BioTech Research for an EdenPure Model 1000 Heater. It is possible that you purchased the heater from one of our local
distributors. In this case, we would not have visibility of those purchases.

The EdenPure Model 1000 Heater has a dust filter on the back of the heater that have to be cleaned on a regular basis depending on usage. If the heaters are being operated daily then our company recommends that the filters be cleaned daily. If the filter is clogged in any way this will cause the air flow into the heater to be diminished and front of the heater can melt. This information on filter maintenance is outlined in the Owner's Manual for the EdenPure Heater and if the heater is not properly maintained, the heater warranty will be voided.

The EdenPure Model 1000 Heater carried a 3 Year Warranty on parts and labor. Based on the information you provided, the warranty would have expired on January 15, 2010. For our customers that have purchased heaters and are now our of
warranty, we have a network of Service Centers to have the heaters repaired. You may visit www.edenpureparts.com or contact Resource Partners at 1-800-839-0966 to have your heater serviced at your expense or purchase replacement parts.

Thank you,

Ms.

Jennifer L. Redleski

Returns

Liaison/Customer Service Coach

EdenPure

A Division of Suarez Corporation Industries

1-800-895-0008

I still have the manual and it says that the "manufacturer recommends the filter to be cleaned once a month or as needed." Direct quote from page 5. After I told the rep about this, she tried to blame my outlet, even though I've never had a problem before. I have filed a complaint with saferproduts.gov as well as the BBB, and as expected, seem to be going nowhere. I am looking into filing a lawsuit. I have a new Facebook page called Defective EdenPure Heater with pictures of mine. The rep from the company just keeps telling me that the warranty is expired even though I have not asked for a refund or a repair. I think they are aware of a defect and do not want to admit it.They do not stand behind the safety of their product.
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