Purchased ARO PRO
Purchased ARO PRO - Smart HVAC Scent Diffuser Up to 4,000 Sqft - Bluetooth & Waterless × 1 back in February 2025 for $325. Machine worked great for a few months but then noticeably we stopped being able to smell it. At first we thought we were getting used to the scent. Then we checked the fluid levels and they never went down. We cleaned everything and still nothing. I reached out to customer service who advised me to change the atomizer and it worked again, though briefly. It stopped working again probably a month later. I didn’t think much about it and missed my warranty window. Decided to purchase a new diffuser by a different company that is $200 less and works way better actually. But this had me thinking and if I am honest, pissed, because this machine wasn’t cheap and should definitely not have this many problems. When I reached out again, same questions, did I use only their oil and if so did I try the atomizer etc. Well nothing say it has to be proprietary oils, but either way it was their oil. Then I bought a new atomizer and tubing and exchanged those, only to find it still will not work. Their solution is for me to pay to ship it to them for a “courtesy” diagnosis. However, then what? I have to pay return shipping or additional cost. How about I just buy two more of the competitors machines at the same cost for one of theirs and be done with them! Very disappointing!!
Per their response: apparently you can’t be gifted scents then and they think since you didn’t purchase them you used others. Also, it never worked great so we literally only were able to go through the first few “samples”, the larger bottle of “my way” and then one additional gifted bottle. So, not like we needed to repurchase anything. Again, way cheaper and better products out there. Save yourself money and a hassle and get a different machine!
Réponse de AROMELY.COM
Hi Dena, we’re sorry to hear how disappointed and frustrated you are with your experience.
We reviewed your complete purchase and support history. Your only order that included fragrance oils was your original ARO-PRO purchase in February 2025, which came with three small introductory oils. After our team helped troubleshoot the diffuser and replacing the atomizer restored its operation, we also explained that oils from other brands can have different viscosities and may cause clogs or damage over time. Since then, we have no record of additional Aromely oil purchases on your account.
We do not require customers to use only Aromely oils. However, when a diffuser becomes clogged or damaged while using third-party oils, that type of issue is not something we can automatically cover at our expense, especially after the warranty period has ended. Even so, we remained willing to help and offered to inspect and diagnose the diffuser at no charge so we could determine the actual cause before discussing any repair options. Re- Issue with Machine - Order #20799.pdf
We understand that you did not want to pay to ship the unit to us for evaluation, but without physically inspecting it, we cannot confirm what failed or whether the issue was caused by the oil, the atomizer, installation, or another component. Our offer to provide the complimentary diagnosis remains available, and our management team would be glad to review the matter with you directly at 866-276-6359
