Absolutely terrible customer service. Blamed me for the purchase and wouldn't allow me to return or exchange.
I will never use or recommend Pure Ventilation again. The installation issues were...
자세히 읽기
Product
Pure Ventilation
1 month ago
Thank you for taking the time to share your experience.
We’re sorry to hear that you feel this way, as it’s certainly not the experience we aim to provide.
Throughout your enquiry, our team worked to understand the installation issue and provided detailed explanations, product specifications, and step-by-step guidance to assist. We also reviewed your photos and offered troubleshooting support to help achieve a successful installation.
The Luna PRO exhaust fan is manufactured to specific installation requirements, and based on the information provided, the issue relates to installation constraints rather than a fault with the product itself. For this reason, and in line with our returns policy, we were unable to accept a return of an opened unit.
We understand this was frustrating, and we did offer assistance with selecting an alternative product that may better suit your setup.
We do take feedback seriously and will continue reviewing how we present installation information to ensure it is as clear as possible for all customers.
We’re glad to hear that you have successfully installed the fan and that it is operating quietly too!
DH
Dean Hanneysee
1 month ago
Well you can continue to hide behind the "manufacturers" specifications but it is simply impossible to install in an existing cut out without making additional changes to the plaster. So I totally disagree with you and encourage you to advertise clearer installation advice - reading all other customer comments on this product the issue I had was already well known yet you did not provide any advice on this when selling the product. In EVERY instance for installation there will be a need to make adjustments to the existing hole in the plaster. It's impossible to install without modification being made. This I found frustratingly misleading. And when I raised this with you I was told it was my fault and no replacement was possible? I simply wanted a fan I could easily install and you basically told me bad luck, you chose it the issue is yours. I had to pay a tradesmen to come and do it. Terrible service suggest buy a fan elsewhere.
제품 리뷰
Product
Pure Ventilation
1 month ago
Thank you for your feedback.
In regard to sizing, the Luna PRO is specified with a 240mm cut-out as per the manufacturer’s design. This measurement refers to the ceiling opening itself; however, installation can vary slightly depending on factors such as ceiling thickness, available cavity space, and how the duct adaptor is positioned during installation.
In most standard installations, the unit can be fitted within the specified cut-out, though in some cases a small amount of additional clearance may be required to angle components into place. This is not uncommon with exhaust fans that include larger duct adaptors.
We appreciate your feedback regarding installation guidance and will take this on board as we continue to improve the information provided to customers prior to purchase.
If you need any further assistance, please feel free to reach out to our team.
We’re glad to hear that you found the fan to be very quiet once installed, as that’s exactly what it’s designed for.
They were attentive and let me know of product updates promptly. I felt it was a small family business by how communicative they were but I think they’re a decent size!
Service was satisfactory
Arrived within a decent time
제품 리뷰
Product
Pure Ventilation
1 month ago
Thank you for your feedback and we’re really sorry to hear about your experience. From what you’ve described, it sounds like there may be an issue with your unit, as this isn’t the performance we expect from this model.
We’d really like the opportunity to help resolve this for you. Please reach out to our team using the contact form below, and we’ll be happy to assist further:
https://www.pureventilation.com.au/contact-form/
We look forward to helping you get this sorted.
