ComplaintsforThe AC Outlet LLC.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/21/2024 called Ac Outlet to get a quote for the system i need for my house, spoke to **** and told her everything i need, she said she will email me the link where i can purchase my system. She emailed in 5 minutes with "PERSONALIZED HVAC QUOTE" and i ordered it next day. Shipping was quick but not what i ordered. Line was 30 feet instead of 50 and furnace was upflow instead of downflow. Contacted them on the day i got delivery and they sent correct line in few days. But to get the right furnace they said they need me to pay for return shipping and find a cargo carrier for that. When i called and asked why i have to pay for not my mistake but theirs their employee said they will look into it. Now a week later, after multiple calls and promises manager will call me back, they dont even answer their phones. **************** said they call after each order to confirm it which is lie, noone called me, they shipped same day. Manager never called me within 1-2 hours, been waiting the whole day. Now dont even answer phones.

  Customer response

  09/05/2024

  Problem resolved, seller agreed to replace unit that was set wrong to a unit needed in the beginning. Please close this review.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *********** i ordered 2 complete hvac units for a job and because my shipping address and billing address were not the same address the payment protection system took the order and then cancelled it but has not returned my money

  Business response

  08/14/2024

  Dear Representatives of the BBB,
  
  
  This transaction was flagged by our Payment Protection and Anti-Fraud software as showing several risk-factors for fraudulent behavior.  These checks and decisions are processed post-authorization. One a transaction is flagged, we submit it a second time for manual review. If it does not pass this review, the transaction is either voided or refunded.
  
  
  In this case, we refunded the transaction the following business morning as per the attached receipt. Unfortunately, we are unable to control the speed at which the credit card issuer or bank processes the transfer of funds back to the source. In our experience this process can take anywhere from 2-7 business days.
  
  
  We do apologize for any inconvenience the banking process has caused and can assure you that the refund was processed promptly.
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of last year I purchased a heat and air unit from ** Outlet for insulation in the spring. It was an **** purchase, **** number ************. The order number for the business is **************. All model numbers matched the original description and they arrived undamaged. The furnace was shipped on the same pallet as part of the ** unit and was left wrapped until it was time to install. When when the two pieces were separated the furnace efficiency rating tag read 80%. The advertised unit that I purchased was supposed to have a 96% rating. They are clearly different models and the cheaper unit was falsely represented as the more efficient one. I called ** Outlet customer service. The agent acknowledged it was the wrong unit and said he had to get some information and would call back in five minutes. He never called back. A letter to Ms **************** on May 24 went unanswered. A message through **** July 23 also went unanswered. The furnace is still packaged as shipped and boxed. At the least this is false advertising and I want the unit I paid for.

  Business response

  08/12/2024

  Hello **************,

  Thank you for bringing this matter to our attention, and we sincerely apologize for any frustration this situation has caused.
  
  Upon reviewing the details of your purchase, we acknowledge that there was a typographical error in the title of the **** listing, which mistakenly indicated a 96% efficiency rating. However, the furnace model number on the listing (GM9S800804CN) correctly corresponds to an 80% efficiency furnace. All of our pricing is calculated by and based on the model numbers, and as such, the system was priced based on the following model numbers (GSXN403010 - CAPFA3626C6 - GM9S800804CN - TX3N4) for which you were charged $3,348.00.
  
  The corresponding 96% system with the correct title and model numbers would be the GSXN403010 - CAPFA3626C6 - GM9S960804CN - TX3N4 which is priced significantly higher at $4,152.00.
  
  We regret that this error was not caught earlier and understand how it may have led to confusion. We also apologize for any inconvenience you experienced in attempting to contact us. However, we do not have any records of communication from you prior to your **** message on July 23, 2024over nine months after the purchase. We also want to clarify that we do not have, nor have we ever had, anyone named "****************,"at our Company nor did we receive any letters regarding this issue.

  Sincerely,

  The AC Outlet **************** Team
  
  We pride ourselves on customer satisfaction and would have been more than willing to address this issue had we been made aware of it within a reasonable time frame. We understand your concerns and are committed to addressing them fairly. Please feel free to reach out directly so we can work towards a resolution.
  
  Again, we apologize for any inconvenience this has caused and look forward to resolving this matter promptly.

  Customer response

  08/21/2024

   
  Complaint: 22120420
  
  I am rejecting this response because:  The following is to address AC Outlet response to my complaint that they had no contact from me prior to my **** message (that was also ignored)
  
  
  
  
  In regards to the claim that **************** has never worked for the AC Outlet I'm submitting the following email sent to her at the AC Outlet on May 24. The email was delivered. Also I originally got her information from the following. ********************************************************************************************************
  This is her Dun and Bradstreet profile that clearly states where she works.
  
  
  *******************;
  From:**********************
  To:**************************************
  Fri, May 24 at 2:00 PM
  Ms *******,
  I was hoping that you could help me with an issue. I spoke with a man from your customer service on May 18th. He acknowledged that I had received the wrong furnace (96 AFUE ordered, 80 AFUE received). He told me he needed to get some information and would call me back in 5 minutes. That was a week ago. The unit has not been unpacked and is as shipped. I would just like to get what I paid for.Order number **************. **** # ************ . Thank You.
                                                                                                          *******************
  
  Attached is a screenshot of the 14 minute call to AC outlet concerning the call that their customer service representative lied about getting back to me.
  
  
  Not knowing who works for you, not having record of customer service, ignoring complaints and falsely advertising products implies more than 'confusion It isn't up to the customer to dissect model number information to determine efficiency when the company that only sells one type of product can't do it themselves. In trying to use the time frame to put some sort of blame on me I'd like to point out that AC outlet never responded to the **** message and only changed the false ad after the BBB complaint was filed. I still want the unit I paid for and am making an effort to do this amicably but I am prepared to go to the states consumer fraud division if necessary. This was misrepresentation and constructive fraud at its base.
  
  
  Sincerely,
  
  *******************

  Customer response

  08/30/2024

  I don't believe the false advertising dispute will be resolved by the BBB complaint.
  Just to recap
  They admit it was false advertising
  They never responded back to my initial phone call.
  They never responded to any other communications including the **** complaint until the BBB complaint was filed.
  Their responses have all consisted of excuses but no offer of any kind. For obvious reasons I requested that anything they had to offer in response should be in writing but that was also refused. I'm just being routed back to the same customer service that failed in the beginning. They seem to think that just because it took months to catch them trying to defraud me than they shouldn't have to make good on it. I'm supposed to believe a wrong keystroke (typo) inserting a number 96 instead of an 80 caused the problem. The same false ad was run continuously until I pointed it out in the BBB complaint. If they had a legitimate response of an offer I believe I would have heard it by now. No action on their part, just words. I tried to settle amicably but it looks like this needs to be escalated at this time.

  *******************
  

  Business response

  09/03/2024

  Dear ************** and Representatives of the BBB,
  
  We understand the frustration as it relates to this matter. There is no excuse for the May phone call to our **************** Team having gone without a follow-up reply.
  
  Although we certainly do not pride ourselves on this fact, it was a human error coinciding with our busiest time of year. Not an excuse by any means, just a fact.
  
  Beyond this, the other attempts at contact were submitted to a person who does not, nor has never existed within our Company (****************). Regarding the Dun and Bradstreet listing, 1) it is not an official business record, 2) the information listed was not submitted by us and 3) we can assure you that the information on that web page is wholly incorrect. Furthermore, the email sent to ********************************** was also invalid as, again, no "****" exists within the Company.

  
  Now, to address the typographical error on the listing,we can confirm that the title contained an error and was not corrected until the customer brought it to our attention. However, in no way is this intended to mislead, falsely advertise the product or defraud a consumer. As stated in our initial reply, our AHRI rated system matches are priced based on the *** (Model Numbers) listed, not the product title. In many cases, the only information that sets one system apart from another is in fact, the model (aka the ***) and not the title, as many systems can have identical ratings. In this case, the models listed for sale were correct, fulfilled and delivered as listed (albeit the typo originally present in the title).

  
  We have explained this multiple times: the high efficiency gas furnace system costs more than the items purchased because they are priced based on their skus and not titles.

  
  Despite the fact that **************** attempts to contact us have come 6 months and 9 months after the initial purchase, we still remain ready and willing to discuss the matter and reach a solution. Weve attempted to contact ************** several times via telephone which he chooses not to answer demanding that we only communicate via email. Written communication between both parties is part of the reason this case has not yet been resolved.Verbal communication is necessary to best resolve nuanced matters such as these. We are happy to put things "in writing" once they have been properly explained and agreed upon.
  

  
  We can only leave it up to ************** to return our Manager's phone call at his convenience and see how we can help resolve the matter in a fair and equitable way.

  
  Thank you in advance once again for your understanding and time in review of our response.

  
  * On a side note, we have even taken the initiative to try and claim the incorrect  profile on the Dun and Bradstreet website to remove inaccurate information. We have been unsuccessful as they are not sending out the proper email confirmations to do so.

  Customer response

  09/06/2024

   
  Complaint: 22120420
  
  I am rejecting this response because   I never rejected any call, if they did call. I'm at ************
  Monday and Tuesday.  I notice none of their communications are signed and they only refer to a nameless
  "manager". If they want to talk they can tell me who I will be speaking
  to and set up a time to call. The anonymity is suspicious.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9, 2024, I purchased a ******* Package AC unit through The AC Outlet and Amazon.com. They shipped it through ***** and as of today, July 26, 2024, it has not arrived. I requested a complete refund by 5:00 PM ET today and they have yet to refund the money to my banking account despite being able to. ***** is still in possession of the package and they have informed me that it has been requested to be returned to The AC Outlet as of this morning. We have been without AC since July 7, 2024 and I suffer from congestive heart failure, diabetes, and my wife suffers from advanced breathing issues. Their refusal to rectify this situation has left us with health issues and has caused damage to our home. Their customer service has been condescending and has avoided questions I have asked about the refund.

  Business response

  07/30/2024

  Dear ****************,

  
  We sincerely apologize for the inconvenience and frustration you have experienced with your recent order. At no point did we intend to come off as condescending in our communications.

  
  We regret that your shipment was delayed due to the carrier missing several pickups. The item was shipped on 7/15/24, and you can track the shipment using the following link: ***** Tracking. We are unsure as to why the shipment took so long, but it was most likely due to inclement weather or other operational delays within *****.

  
  ***** attempted to contact you with the phone number provided to us by Amazon from 7/19/24 to 7/25/24. On 7/21/24 at 10:21 PM, you asked if you could refuse the item as you no longer wanted it due to the delay. We replied the following morning that you could refuse the shipment and, once confirmed as being refused, we would issue a refund. We did not receive any additional replies from you until 7/26/24.

  
  On 7/26/24, we were advised that the freight would go "on-hand" and begin accruing storage fees as ***** was unable to reach you to schedule delivery. Therefore, we had the shipment returned to its origin at great expense to our company.

  
  You requested a refund on 7/26/24 at 1:39 PM, and we refunded you within 15 minutes of that request.

  
  While we sympathize with your health issues, we believe that a delayed shipment for a product purchased online cannot be blamed for these issues. We have responded to every request promptly and believe we have acted reasonably under the circumstances.

  
  We apologize for any distress this situation has caused and hope this clarifies our actions and intentions.

  
  Sincerely,
  
  The AC Outlet **************** Team
  

  Customer response

  07/30/2024

   
  Complaint: 22050807
  
  I am rejecting this response because:

  Same condescending behavior. They take zero responsibility and are colluding with Amazon to keep ALL bad reviews from being posted. This is blatant abuse of customers. If they had actually acted like respectful human beings, this could have been resolved sooner. 

  
  Sincerely,
  
  ***************************

  Business response

  08/05/2024

  ****************,
  
  We sincerely apologize if you felt that our previous response came across as condescending. Our intention is only to address your concerns respectfully and professionally which we felt that we have done.
  
  Regarding the issue of reviews, we assure you that we do not have the ability to influence or control Amazon's review policies. We strive to provide a positive experience for all our customers and value honest feedback.
  
  We regret any frustration you have experienced and believe that we have resolved this matter promptly and satisfactorily.

  The AC Outlet **************** Team
  

  Customer response

  08/06/2024

   
  Complaint: 22050807
  
  I am rejecting this response because:

  They still have not answered this issue. They continue to dance around blaming everyone but their own failures. As such, this complaint will remain open. Show me you have made changes to how you deal with customers and that you are actually sorry for what happened, and I will close this complaint. Otherwise, I am prepared to continue with a complaint to the **** and State Attorney General office. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wo bought a complete Heat pump system from AC Outlet on 4/11/2024 it arived truck freight un damaged. It was installed by a HVAC contractor the cost of the package was ******** after installation the tech had to charge the unit due to it was low on Freon. and I was charged ****** for the call and Freon. Since its a Heat pump the heating function could not be used until it drops below 60 degrees. On May 10 we tried the heat function and ***** started leaking badly into my home from the evaporator coil and it lost all the systems Freon and the home needed to be evacuated and aired out before returning. My contractor had to return and found that the Process tube on the evaporator coil was never sealed from the manufacture and is a manufacturing defect. He was able to Braze the defective area and recharge the system and get it operational. This service call was ****** for labor and Freon. AC Outlet was notified what happened and the resolution at a total cost to me of ******. They told me that they would need the defective part removed so the system would need to be evacuated the coil removed, sent back to them **************** the box is under 2ft square and very light, it would need to be strapped to a skid and truck freighted back to them (My cost) approx ****** 1 way and then pay for the reurrn also approx ****** so my 94year old would be without AC for who knows how long and I would need to have it reinstalled, recharged etc.. at my cost sevel hundred dollars. AC Outlet told me that my warranty is registered on May 10th but the manufacture tells me it is not. The cost of the evaporator coil in the complete package I bought on their site is ******. It would cost me far more to have it removed,shipped reinstalled etc... than the ****** I already have in it to have it repair the defect.The requested amount to be refunded is for the cost of the coil ******.

  Business response

  06/11/2024

  Dear Mr. ********* &Representatives of the BBB,

  
  Based on the lack of response from the Customer to our most recent email, we can only assume they did not have their equipment installed by a licensed HVAC technician. As such, it is possible that one of these outfits either damaged or improperly installed the equipment.

  
  We attempted to register this equipment in order to process their Warranty Claim on multiple occasions with the Manufacturer, however, the they require an installation invoice from a licensed HVAC Technician or Contractor in order to register and cover the equipment purchased [none of which was provided by the Customer, albeit after multiple requests].

  
  This information is clearly stated in our Warranty Policy located here: ***********************************************************

  
  The Manufacturer informed us [via email and attached] that they had reached out to the Customer several times and that they refused to provide them with the additional information required.

  
  We escalated this case on the Customer's behalf to our Factory Representative and below was the response we received (also pictured):

  
  "We did receive the registration however we have requested the proof of HVAC licensed technician installation from homeowner.  He will not provide us that information and has indicated he has a warranty service needed.

  
  We require the equipment to be installed by a licensed HVAC contractor in order to process any warranty claims.  He is refusing to provide the installation receipt.  We are more than happy to assist, however we are waiting on this information."

  
  We attempted to contact the Customer again on 6/7/2024 after receiving the above reply from the Manufacturer Rep asking him to please provide this information quickly, so we could assist him further. We also once again advised him that we regretfully could not assist him with any claims otherwise. We have yet to receive a reply.
  Based on the information that the Customer provided regarding the installation of his equipment and his subsequent lack of communication, it is highly unlikely that the equipment was the cause of the malfunction, but rather a faulty installation.

  
  We are truly sorry situations like this occur, however we cannot guarantee or stand by equipment unless the proper procedures for installation are followed and we are provided with the requested information.

  
  Thank you in advance for your understanding and we look forward to being of further assistance should Mr. ********* be able to provide us with the information requested.
  
  

  Customer response

  06/17/2024

   
  Complaint: 21813136
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  06/17/2024

  
  *****************************;<*******************> 12:12?PM (1 minute ago)
  
  
  
  to me
  
  
  
  
  
  
  
  I provided copy's of repair invoices totaling $685.00 from a Licensed contractor clearly stating that the process tube was not sealed when manufactured and is a manufacture defect not the result of improper instillation. The defect was present from the beginning and caused an eventual total loss of Refrigerant causing evacuation from our home for several hours as not to breathe the gas. The evaporator coil was not manufactured correctly as stated by my HVAC tech. The company knows these coils are a problem they are just trying to avoid a refund on a Technicality. It cost me $685.00 to resolve the defective coil issue and is working as it should. When we took delivery all three parts the Condenser unit the evaporator coil and line set were in good visual condition, the defect is not a visual defect it only is present when the system is under pressure and running. Once the 3 parts are assembled they become one and none of them can be just unplugged and thrown in a box. This involves several hundred dollars in labor, shipping, inconvenience of being without AC for who knows long with a 94 year old with COPD. 
  
  
  

  Business response

  06/18/2024

  Mr. Lazorchik & Representatives of BBB,

  We have never disputed whether there was a manufacturing defect or otherwise. Nor have we denied our assistance to the customer in processing a warranty claim. However, the customer has still yet to provide us with the manufacturer's request of an invoice from a licensed contractor for the INSTALLATION of the equipment. We have only received the attached repair invoices, however this is not what the manufacturer requires in order to proceed with the unit registration and claim. We are here to further assist the customer the moment they can provide the us with the installation invoice so we can submit it to the manufacturer.

  Sincerely,

  The AC Outlet
  

  Customer response

  06/23/2024

   
  Complaint: 21813136
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I have had phone conversations with AC Outlet and Style Crest and neither of them would give me a direct answer on what they would do for me. I do not blame them, they unknowingly shipped me a defective reject evaporator coil when they shipped it, this is a manufactured defective item Not a warranty issue. It did not fail 6 months, 12 months etc... while in operation. The coil was bad from the start and would never work unless repaired like we had done by my HVAC technician and provided 2 bills I paid to get the system running correctly . If there only resolution, if any is to have it removed and shipped then reinstalled that is not a cost effective solution. That would cost me an additional $1,000.00 at least to do that above the $685.00 I already have in it and my 94 year old with medical problems would be without AC for who knows long. If Style crest will not cover any future warranty issues that's fine but I want to be reimbursed for the repairs I had to pay for to make it work. Style Crest would get reimbursed for the defective coil and scrap it. I know how these things work being in business myself for 40+ years.

  Customer response

  06/26/2024

  I do not understand how my complaint has been closed I responded on 6/23/24 the message states that I did not respond but it shows up in the communications. Can you tell me why please. 

  Business response

  06/26/2024

  Dear Representatives of the BBB,
  
  We would respectfully ask that this "complaint" be removed. The Customer can be allowed to respond to the original one, however, it is unfair to either party (and damaging to our reputation) to allow for a new one be opened for the same case.
  
  We have shown that, as a Company, we are ready and willing to assist the Customer if and when they are able to comply with the Manufacturer's requirements. We are a Distributor that must adhere to certain policies in order for us to assist in any claims submitted. We have been successfully standing by the products we sell for over 16 years.
  
  Kindly advise we can expect this matter to handled properly.
  
  Sincerely,
  
  The AC Outlet Customer Service
  

  Business response

  06/26/2024

  Thank you for clarifying that this is a reopened case and not a new one. If you review the customer's last response, you will see that it was directed at the BBB and not our company. Please advise.

  Customer response

  06/27/2024

  Tell
  
  
  
  
  
  
  
  
  I have had phone conversations with AC Outlet and Style Crest and neither of them would give me a direct answer on what they would do for me. I do not blame them, they unknowingly shipped me a defective reject evaporator coil when they shipped it, this is a manufactured defective item Not a warranty issue. It did not fail 6 months, 12 months etc... while in operation. The coil was bad from the start and would never work unless repaired like we had done by my HVAC technician and provided 2 bills I paid to get the system running correctly . If there only resolution, if any is to have it removed and shipped then reinstalled that is not a cost effective solution. That would cost me an additional $1,000.00 at least to do that above the $685.00 I already have in it and my 94 year old with medical problems would be without AC for who knows long. If Style crest will not cover any future warranty issues that's fine but I want to be reimbursed for the repairs I had to pay for to make it work. Style Crest would get reimbursed for the defective coil and scrap it. I know how these things work being in business myself for 40+ years.
  
  
  
  
  to me
  us why here...

  Business response

  06/27/2024

  Dear BBB Representatives,

  We are here to further assist the customer the moment they can provide the us with the installation invoice by a licensed HVAC installer so we can submit it to the manufacturer.

  Customer response

  06/28/2024

   
  Complaint: 21813136
  
  I am rejecting this response because: I have started over and over again the situation and what I needed to do to correct the defective coil my cost and they refuse to address the issue and they refuse to state the outcome they would provide. I only must assume they will only replace the coil and not pay for the repairs that were made. As I stated again and again it will involve having the coil removed and reinstalled. They first said it was an installation that caused the defect, then they said they are not saying that it is in the communications they submitted. I want reimbursed for the cost I had to pay to make the system work as it should. 
  Sincerely,
  
  *********************************

  Business response

  07/01/2024

  We have never stated how the manufacturer will decide to remedy the Warranty Claim, we have only requested numerous times the installation invoice (on his License Contractor's letterhead) to further assist him by registering the equipment with the manufacturer and processing the claim on his behalf. We are only awaiting the invoice to proceed. Until we are provided the required documentation, we can not be of any help in the matter.

  Customer response

  07/01/2024

   
  Complaint: 21813136
  
  I am rejecting this response because:They only want to re coop a few hundred dollars their cost on the evaporator coil and cost me more money. They will not state what the outcome would be if all the information they request is provided. I can only assume it would mean removal,shipping, and re installation that would cost me at least another $1,000.00 and that is UN acceptable to resolve this. I provided written invoices from a certified HVAC tech stating it is and was an MFG defect.
  Sincerely,
  
  *********************************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a AC unit that was delivered on 5/22 and paid for hassle-free delivery. The driver parked in the middle of the highway in front of my house and unloaded the unit with a pallet **** and delivered it to the top of my driveway and said that was as far as he could get it. After getting the unit to my house I followed the inspection process they suggested. The driver didnt have time and went on his way before I cut the first strap. I noted it appeared that a s**** was lodged in the coil and per the website instructions it said not to submit a claim for coil fin damages. I had the local AC technician come on 5/26 to install the unit. Upon installation the technician noticed there was no Freon in the system and when he pressurized it indeed the unit was leaking where I had noted on my delivery inspection. I reached out immediately to The AC Outlet and heard back on 5/27 near the end of business hours that I would need to file a warranty claim with the manufacturer since it was past 48hrs from receipt of the unit. They havent offered to help make the product they sold me right in any way.

  Customer response

  06/03/2024

  The AC Outlet has finally agreed to send me a replacement unit!!!

  Business response

  06/06/2024

  Dear ******************** & BBB Representatives,

  
  This case was extremely unique.  We will begin our reply by clarifying that we,in fact did take care of this customer within days of their claim submission. Due to the unique nature of this case, Management immediately stepped in and reached out to the customer the following business day, 5/28/24. The customer was advised that a replacement would be sent out ASAP though it could take a few days due to the holiday weekend. The replacement unit was shipped on 5/30, two days later.

  
  First, we must say that all of our equipment orders are shipped via third-party freight carriers. That said, it is clearly stated in our shipping policy that we only provide curbside, liftgate service.  We would also like to clarify that our pre-paid, no-hassle shipping covers restocking fees and warranty parts freight throughout the life of the equipment warranty (*******************************************************************************************).It does not cover any additional services at time of delivery (such as "inside delivery"). The fact that the carrier delivered the unit up to the top of the driveway was a courtesy extended by that particular driver. Freight policies also state that a customer can inspect the packaging of a shipment, but only when there is evidence of external damage will a driver allow a customer to fully unpack and inspect it further.

  
  All the above being said, it is likely the customer would not have discovered the defect on this unit upon inspection. The complaint fails to mention that the defect discovered was an assembly s**** lodged into the condensing coil of the unit.This certainly happened during the manufacturing process at the factory level. Once the unit was pressurized at time of installation, the leak was found at the site of the s**** This is an extremely rare occurrence.

  
  We must also mention that the  unit was installed on 5/26 which was a Saturday before Memorial Day (a major National Holiday).  As with many companies (and all in our industry) our main operations are closed on weekends and major holidays.  We did have a skeleton crew running on Memorial Day 5/27, and the customers submission was received, however, our limited staff was unable to address the case until closer to the end of the day.  While we always strive to address customer submissions as quickly as possible, with our limited staff we answered as best as we could.

  
  Our ***************** correctly advised the customer that since the unit had been installed and was defective this could not be filed as a damage claim but rather, a warranty claim. Damage claims only refer to damage incurred during transit. All other defects fall under the warranty category. At no point did our representatives advise that the claim should be filed by the customer directly with the manufacturer, rather through our ********************
  The customer did not offer us a reasonable amount of time to address their case and filed this complaint and a subsequent payment dispute the very same day.  We hope the customer will consider amending their original complaint to show that we do indeed stand by the products we sell and we always take care of our customers.

  
  Thank you in advance for your review of the actual details of the case. We pride ourselves on great customer service and hold our reputation in high regard.
  
  Sincerely,
  The AC Outlet **************** Team

  Business response

  06/06/2024

  We never refused to honor the manufacturer's unit guarantee, Mr. **** simply needs to understand and appreciate that there are processes we as the Distributor must follow in order to get the claims fulfilled. We wish more then anything that it was as easy as an email submission but unfortunately that is not the case.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a ******* package heat pump with heater kit on 4-12-24. It was delivered via outside freight company on 4-18-24. The heat strip heater kit (HKP-15C) arrived in a damaged and repaired carton. The freight company driver asked me if I wanted to inspect the goods inside. We opened the carton to find what appeared to be an undamaged heater strip kit. The installer came the next day to install the system only to find that the heater kit HKP-15C was missing some of the parts necessary for installation. I contacted the sales department that night who told me that being Friday evening, there was nothing that could be done about it until Monday. I contacted The AC Outlet on Monday and spoke with "*****" in the sales department who told me that he would begin the process of filing a claim by sending a claim form which I filled out and added all the documents required and was to wait for a call back "within 15 minutes". That 15 minutes turned into 1.5 hours and I called back. I spoke with "***" who checked the parts inventory for the company and discovered the missing parts were not a stock item anywhere in their system. I had given him the parts numbers of the missing items needed and even told him I was willing to pay for them if he would order them. *** told me that since nothing was in stock, he would send a new HKC-15C heater kit as a replacement and I would need to return the damaged parts. I was in full agreement with this. Meanwhile, I am heating my home with my kitchen range by opening the oven door and turning on the oven. Four days later on Thursday, I called *** to discuss an email he'd sent the day before indicating he was unsure about what parts I needed. This told me he'd not sent the promised heat kit from Monday's discussion. He said he was waiting for a confirmation from a branch on sending me the needed parts. This is not acceptable and I want some action. Right now I have a $3,400 pile of scrap metal that won't function. Help!

  Customer response

  05/06/2024

  After filing the complaint form with BBB, I reached out to the company sales offices about my concerns.  My complaint was met with more of a timely response than before.  They agreed to send a replacement part and it was received within a week after filing a complaint.  I have gotten my HVAC unit running finally 2 weeks after receiving the shipment.  I had to heat my home with my kitchen range in the meantime while negotiating this company's policies.  I am satisfied with the outcome although it should not have taken all the anger and complaining to get a response from them.  It is resolved.  

  Business response

  05/06/2024

  Dear Representatives of the BBB & ******************,
  
  As of 5/3/2024, this customer's concerns have been satisfactorily resolved.

  
  Customer submitted a claim request to inform us of the damaged heat kit in 4/22/2024. While most callbacks happen within the same business day and we do our best to contact our customer as quickly as possible, regretfully, we cannot always be as fast as our customers expectations.

  
  In a conversation with the customer, he advised us that there were "parts" missing from the item which would not allow the breakers to be properly mounted. We advised the customer that we could attempt to find the missing parts to send to him. In an attempt to procure these parts, there was some confusion between us and our supplier as to exactly which parts were needed and if they were even available to be procured in such a manner.  As per our Claims Policy located here (**********************************************************) some claims requests can take a few days to complete.

  
  On 4/24/24, we had to ask the customer for additional clarity as to which parts his technician thought we needed as it was unclear based on the photos and information originally provided. We just wanted to be 100% certain of what to order so as not to prolong the case any further than it needed to be. That same day we advised the customer that the parts could not be obtained and that we would simply replace the damaged heat kit. The replacement heater was shipped on 4/26/24, within (4) days of the initial report.

  
  What concerns us most is that the customer claimed that they were in possession of a unit which would not heat the home thus they were heating their home with an electric range. For clarity, the unit they purchased is a "Heat Pump" which in fact does not require the heat kit to function. We explained to the customer that the heat kit is intended only as a form of BACK UP or emergency heat when the outside ambient temperature fall below freezing temperatures and that the unit itself could have been installed and more than adequately heated the home without the kit installed.

  
  It seemed to us that the customer was ill informed by their HVAC technician or did not have a licensed HVAC technician advise them properly. We do not condone nor do we recommend the *** installation of any of the products we sell,which is why the customers claims are so concerning.

  
  We understand that the replacement process took longer than the customer would have liked and we do apologize for that, however, we feel that we resolved the issue as quickly as possible (given the circumstances). 
  We followed up with the customer throughout the process until we knew the replacement heat kit had been installed. 

  
  Lastly, we received a very kind thank you email from the customer as to the resolution.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, December 19th, I reached out to The AC Outlet per my customer's request. We normally do not do business with them so I was a bit apprehensive about the order. I spoke with ****** the sales manager and requested a unit that could replace my customer's existing unit. After locating the unit ****** told me that it would ship and be at my location by the following Thursday. Being that it was a water source heat pump I found that to be highly unlikely. I informed my customer of possible delays considering it was the holiday season. I placed the order on the 21st and ****** reached out the following morning saying that the part was actually out of stock (even though she confirmed the day before that it was in stock) and that they would ship it first week of January and that it would be here by the 12th. She also informed me they would be out of the office until January 4th. I contacted the office the first week of January and she had let me know that it would now be 3-4 WEEKS out. So now we have gone from a week lead time to almost 5 weeks. I let ****** know that my customer has not had heat since the middle of December and she did not seem to care much. I told her I wanted a refund and she sent me the form and told me it would ship the following day and that she would have tracking?! Very shady, and here we are 5 days later with no response from the Refund form that I filled out and all calls to ****** have gone straight to voicemail. I have requested a full refund BEFORE the item was ever packaged and they are now not responding or refunding my money. My customer is getting his attorneys involved. DO NOT DO BUSINESS WITH THIS COMPANY

  Business response

  01/17/2024

  Hello ********************** and Representatives of the BBB,

  
  Let us start by apologizing for the delay with this order. Inventory issues can be tricky, especially over the holidays. Stock literally changes by the hour and our systems can show delayed inventory statuses by 24 hours at times.An item may show as in stock at the time of a sale and another order comes in before it and the stock is depleted by the time that order can be fulfilled.Though rare, it does happen.

  
  The unit that ********************** ordered was still showing one in stock on 12/21/2024 when the order was placed.  There was no reason for our Sales Rep to think otherwise at the time.She was correct in advising the customer about the delays due to the holiday and our anticipation was to ship this unit the week of 1/3/2024 when we returned.  Unfortunately, at the time of fulfillment on 1/2/24 when we returned, we saw that the unit in stock had been allocated to another order.

  
  The customer requested to cancel the order on 1/10/2024 and was asked to fill out the cancellation form.

  
  As a courtesy, our Sales Rep reached out to our ********************** to obtain an updated ETA and informed the customer the next day that we had been restocked and the unit could ship that same day (if they still wanted it).  The customer advised us that they could not and proceeded with the cancellation.

  
  The Sales Rep in question subsequently fell ill and was (and remains to be as of this writing) out since mid-day 1/11/24. The refund request was delayed as a result, for which we apologize. As of 1/15/2024, the refund has been issued.We have also offered ********************** a courtesy discount on his company's next order with us as a concession for the inconvenience since the credit was issued in full.
  

  
  We have been in business for over 14 years and have served tens of thousands of customers during that time.  We do not purposefully delay the issuance of refunds or credits due. Like any company, we are not perfect, though we strive to be. Again, we apologize for any inconvenience this may have caused and do hope to have the opportunity to show you that we are a company that can be relied upon for your future HVAC equipment needs.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a furnace on Dec 3. I was told to expect 2 weeks for delivery. After 2 weeks I called and was told I needed to send them an email and they would ship the furnace the following Monday. That didn't seem right but I played along. I called again on the following Thursday and was told to send another email and they would ship the furnace. I asked to cancel my order and was told that wasn't an option.

  Business response

  12/26/2023

  Hello ************************** and Representatives of the BBB,

  
  This order was placed on Sunday, December 3rd 2023. As our offices are closed on weekends, the order was not processed until Tuesday, December 5th in the morning EST. At that time we discovered that the customer is located within ************ SCAQMD (South Coastal ********************************). As such, it is illegal for the customer to install the furnace they purchased in their zip code. We immediately assigned a sales representative to this order to reach out to the customer and advise them of the above. As per the attached screenshots, the first email was sent on 12/5/2023. Subsequently, the sales rep also called the customer several times but was unsuccessful in reaching them and their voicemail had not been set up to receive messages.

  
  By 12/8/2023 we had still not received a callback or reply to emails from the customer so we assigned a second sales rep to the order. Attached are screenshots from 12/8, 12/12, and 12/19 where we repeatedly attempted to contact the customer regarding the above issue with the order. Again, we followed up each email with phone call attempts. To this day, the customer's provided phone number cannot accept voice messages.

  
  If the customer called in and spoke to a sales rep that was unfamiliar with the issue, it is possible they would have instructed the customer to contact our general email inbox, however we have no record of the customer sending any such request. In regards to requesting cancellation, all cancellation requests must be submitted via the form located on our website on this page: ************************************************************** - Any sales rep would have directed the customer to this page to request cancellation which we do not have a record of.

  As of this writing 12/26/2023 and aside from this complaint we have still not received any reply from the customer regarding the product they ordered and it's inability to be shipped/sold/installed in their region, nor have we received any request for cancellation. We would be more than happy to assist the customer in either procuring a gas furnace that is legal for them to install in their region (as we have attempted to do for 4 weeks) or canceling the order.

  Please advise how you would like to proceed and we will oblige.

  We do apologize for any inconvenience.
  

   

   

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order with this company on 20 November 2023 for a new furnace for my home (order number *********). I have repeatedly contacted the company in reference to this order. The first time was on 22 November. I was told that even though I had placed the order on that Monday, the order would not be processed until Monday due to the holiday weekend. The next time was on ************************************************************************************************************* with an update. He has yet to either contact me via telephone or email. The third time was on 29 November and I was directed to extension 306, the shipping department. Again I was told that she would check on the order and provide an update. I had also stated that I had been without a working furnace in sub freezing temperatures for over a week. I still have not heard an update from this company. I have repeatedly asked for a tracking number and/or carrier information to get an estimated delivery date. I have also filed 2 separate requests (RFQs) dated 29 November and 5 December through the companys website. I tried to reach someone on 1 December but only got the voicemail prompt which I did leave a voicemail asking for an update. I called again on 4 December for an update and received the standard reply of Let me check on it and I will get back to you . I have even asked if they had my number and was told yes they do. As of the submission of this complaint, I have yet to receive a response/update from them whether via voice or electronic communication. My credit card was charged for this transaction upon filing the order.

  Business response

  12/07/2023

  Hello **************,

  
  Thank you for taking my call yesterday. As promised, I followed up with my contact at the Nortek factory and she sent me the attached advanced shipping notification. This tracking will most likely be live on Old Dominion's website Thursday afternoon/evening 12/7/2023. With this at least I know the furnace is picked, packed and staged for freight pickup. I've also been approved to offer you a concession credit of $100 for the trouble. Please allow up to 5 business days for processing. We appreciate your continued patience throughout all of this.

  Customer response

  12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And furthermore, I would like to withdraw my complaint. Due to the speed in which they addressed and provided a solution, I am satisfied. I have made several suggestions to the representative that I spoke with in addressing the situation to alleviate or negate for instances of this type.
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩