• Report: #656646

Complaint Review: EdgeStar

  • Submitted: Fri, October 29, 2010
  • Updated: Sat, December 18, 2010

  • Reported By: Justin — New Port Richey Florida USA
EdgeStar
Internet United States of America

EdgeStar Compact Appliances, compactappliances (eBay), Koolfront, Living Direct scam, rip off, dangerous product, broken product, air conditioner, a/c, time wasters, Internet

*Author of original report: Response

*UPDATE Employee: Living Direct Response to Customer

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Well, I bought an EdgeStar AP8000W portable air conditioner on eBay, sold by consumerappliances (which I now know is owned by Living Direct, the same company that owns EdgeStar and Koolfront, another brand very similar to EdgeStar). I got a good deal on it because it was a used and scratched up unit, but it was guaranteed to work with a 30 day warranty.

 When I received the unit I set it up as directed and at first it appeared to work, then the weird stuff started. I realized first off that the company forgot to include a drain plug, so I had to buy one myself. Apparently I'm not the only one with this issue, upon looking at compactappliances feedback on eBay, you can see numerous feedbacks where people have said their air conditioner is missing parts, and the company did nothing about it. I honestly didn't care much about this and simply bought a new drain plug the same day at Home Depot. 

Later on in the day, after the A/C was running for a bit I noticed it started to not be very cold, so I turned the fan speed up and within a few minutes, the thing starts SHOOTING bits of ice out the cooling vent, some of them very big and sharp. I looked all over the internet and could find NOTHING like this anywhere. I thought that maybe the filter was just dirty because I had read that this could lead to freeze ups (which is the closest thing I could find to shooting ice) and even though it wasn't dirty at all, I wiped it off anyway and started the system up again, well it started ice shooting a little while later, yet again. This time the ice was even bigger, in fact so big I had to move the system to an area facing the wall in order to keep the bits of ice from hitting me or my cats.

 The next day I talked to a friend who is an HVAC tech and he said he never heard of any A/C unit doing anything like that in all his years of repairing these systems, but said its more than likely because the unit is low on coolant. So I called up the company to complain and the idiot there said its normal in high humidity (even though the humidity wasn't that high). This A/C is actually just a supplement to my central system, there is probably no humidity at all. I also told him how the unit is not cooling properly, he said I need to get temperature measurements from the front vent. So I borrowed a thermometer and did that, then I noticed the system was starting to freeze up (getting huge sheets of ice all over the metal areas behind the filter) after running for a little while, this and the ice it was shooting were getting even bigger and more frequent.

 I called them again with the temperature readings and told them the new issues I observed the unit doing and this time I got an even dumber idiot that told me that now he needs temperature readings from the back of it! Just more time wasting. I told him again the system is SHOOTING ICE and I don't want to continue running it, he said they require the readings period. I am now thinking of filing a lawsuit against this company for knowingly requiring me to run a dangerous machine just to waste time. Today the system, which I ran again to get temperature readings, ended up shooting a bit of ice which almost hit my cat, but luckily it didn't. And the ice is SHARP too, it can hurt you if it hits you in the right spot.

 This company does everything they can to waste your time so the warranty expires. After I managed to get the readings and turn this dangerous thing off, I called up about 30 times, no answer, just "were currently assisting other customers" bull. Funny how that didn't come up either of the previous times that I called. I highly recommend staying away from these companies, which are all just one company owned by Living Direct, Inc. I am still trying to simply get what I paid for, which I stated the first time I called, I don't want my money back, I just want an exchange or repair (unless they cant do exchanges or repairs, then I'd take the money back). They make it extremely difficult to get ANYTHING. I may have to file an eBay dispute or a chargeback to get my money back. And I bet the morons are gonna (that is, IF I ever get through to them) make me pay for shipping too. AVOID AT ALL COSTS.

This report was posted on Ripoff Report on 10/29/2010 02:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/EdgeStar/internet/EdgeStar-Compact-Appliances-compactappliances-eBay-Koolfront-Living-Direct-scam-rip-656646. 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 Author of original report

Response

AUTHOR: iBoy2G - (USA)

Well, after filing the report with the BBB, the company decided to refund me my money (without me needing to get temperature readings from the back of the unit) and didn't even require me to ship back the defective unit. I used that refunded money to buy another EdgeStar scratch&dent unit which I got about a month ago and continue to use almost every day and it appears to be working great.

I guess I just had a bad experience, but I wish their customer service was more helpful. I understand it was a scratch&dent but it also had a warranty and I shouldn't have had to continue operating a dangerous unit to get bogus "temperature readings", nor should I have had to file a BBB report to get a refund.

Either way, I am now satisfied, like I said I ordered another EdgeStar unit which I love and I would recommend their products, just not their customer service.

 

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#2 UPDATE Employee

Living Direct Response to Customer

AUTHOR: B. ford - service manager - (U.S.A.)

I was sorry to read that your Edgestar unit did not operate as designed. The shooting of ice is a very rare event indeed and, like the HVAC tech you spoke with, is not one that I am familiar with. As stated in your complaint, you purchased what we refer to as a scratch and dent unit. These are units that have been returned to our retail division from customers who decided the product did not meet their needs. We test each unit before we list them in our scratch and dent retail section and offer a warranty on the items as well which is what you attempted to utilize with our service department. Our Edgestar service techs attempted to diagnose the problem with you via telephone on more than one occasion in hopes of helping you find a solution to this unusual problem. Once it was determined by our service department that we would be unable to successfully assist you with this issue we offered you a full refund of your purchase price so you may make other arrangements. (i.e. have a local AC service tech fix the issue, dispose of the unit and purchase another model, etc.) I understand from reading your complaint that you do not want your money back but that is the option we have for you since you did not purchase a brand new unit and our inventory of scratch and dent models is dictated by what is returned to us in functional condition by our customer base.

I am sorry that you feel our offer to refund you the full purchase price of your order merits a posting on this forum. It would appear that you and I may have a different definition of rip off as you are not being left with a defective product but are being refunded in full so you may purchase another model that may better fit your needs. Should you wish to discuss this matter further please feel free to email me directly: B. Ford, Director of Customer Relations Living Direct, Inc. bford@LivingDirect.com
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