ComplaintsforKelsan, Inc.
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Complaint Details
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Initial Complaint
06/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 2 of the same model battery powered floor scrubber machines from cleanfreak.com, a company owned by Kelsan. The first machine was purchased on May 3, 2021. Order #********* for $2740.10 The second machine was purchased on June 24, 2021. Order #********** for $2640.61. Both machines have had multiple service issues related to the batteries. The customer service has always been very slow to respond and then stopped responding completely. During the period while they wwere responding to our emails, Melissa Lawson, a customer service rep, eventually acknowledged that the battery vendor had a known issue with the batteries during that production time and they sent multiple replacement batteries for both machines. The machine purchased on June 24 (#**********) has never worked properly and the batteries continue to fail. It is currently out of service. It has spent more time out of service than operable in the less than 12 months we've had it. Kelsan has not responded to our emails requesting replacement parts or a referral for a local service technician since March 21, 2022. We have sent over 30 emails. We continue to source batteries locally, which costs us hundreds of dollars per time, only for those batteries to very quickly fail. CleanFreak/Kelsan ignores our emails and calls. This issue is isolated to one unit. The machine has never worked right. We would like to return the machine for a full refund or return the defective machine for a replacement machine. Attached are 22 pages of emails notifying Kelsan of the issues and requesting assistance. You will see they are unresponsive.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.