ComplaintsforAC Wholesale Center Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 30th, 2023, I deposited a check for $4,400 to HVAC Wholesale ***************** via Chase ********* *********, Account#: *********. This payment was made for a special order consisting of the following items:Rheem RCFZ3621MTANMC (Coil): $950 Rheem R801TA075421MSA (Furnace): $1,850 Rheem RA14AZ30AJ1NA-LHP (Condenser): $1,950 The total payment of $4,400 was made under Invoice #*****. I was informed by HVAC Wholesale **************** that this would expedite the processing of my order.After waiting over three months and engaging in numerous communications with their customer service department, I finally received the condenser. However, the coil and furnace were never delivered. Despite their initial responsiveness and assurances that a refund for the non-shipped items would be processed shortly, communication from the company abruptly ceased. They stopped responding to my calls and emails altogether.It has now been over a year, and I have yet to receive a refund or any further communication from HVAC Wholesale ****************. I have exhausted all avenues to resolve this issue directly with the company, to no avail.I am seeking assistance from the BBB to recover the $2,800 owed to me for the undelivered items. I have retained all relevant documentation, including the invoice, email correspondence, and proof of payment, and am prepared to provide these to support my claim.Desired Resolution: Full refund of $2,800 for the undelivered items.

  Customer response

  08/16/2024

  Here is the Check I deposite on the **************************** *********
  Chase Account#: *********

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/21/2022 I ordered a Rheem HVAC system for a residential home. I was told if I send a check I could save money on the order. So I made a mistake and send a check. The system never got shipped. First the company claimed there was a delay do to the pandemic. That went on for several months. After a year I requested a refund. Recently they promised to substitute with a different system and I agreed. I am now realizing I need to take action to get a refund or have the original order fulfilled. The amount of the order is $7,490.00 and the order number is ***** and the check number is 5270. The guy I was communicating with is ***************************. My ****** is always use a credit card when you place an order. It gives a layer of protection from fraud.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered $11,700 worth of equipment. Wired the money after contract was signed. It has been over 18 months and this business will not ship the equipment, or answer email, or answer text or communicate in any way. There are other victims related to this business. I would like to join up with these other victims and pursue other remedies against this company.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for HVAC equipment in Sept 2022. I was told that the equipment was back ordered and would take some time. In August 2023 I gave up waiting and tried to cancel the order. The vendor told me that he could not source the American Std platinum heat pump product that I ordered, but could source the Gold line. I agreed to the change. in November, the vendor told me that the order was filled and ready to ship. I wired $23,175 to their account. For the last two months, I have called and texted the vendor twice a week with no answer or call back. I would like a refund of my payment.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021 we purchased an 6.3 GPM **** LP tankless water heater from this company. We were told we have a have a 5 year warranty. We contacted ********************* on July 20, 2023 to report the tank had stopped working. We were told there was several steps to follow to have replaced. We took all the pictuers, had a certified tech come look at it and also call them. So far they are telling us they will not replace the Heater. We are a winery and have been with out hot water for sometime ***. Please help with this issue. order numer is ACW2956708

  Business response

  08/25/2023

  Hello and thank you for contacting us about this issue and we apologize for the delay in response and thank you for sending us a reminder so we could resolve this issue. We have investigated this complaint and we have concluded that this person has never contacted our company nor has purchased anything from our company. We sell HVAC equipment and we have no record of this person's name, company name, address, phone number or email and the order number they provided for this claim does not belong to us. Furthermore, we do not offer and have never sold water heaters so we know this complaint is not intended for us because we never spoke to him or sold him anything and we have no record of him or any order from him or his company. We are sure this person has filed this complaint against us in error and was intended for a different company with which we have no affiliation. Thank you very much and we hope we were able to clarify this issue and we hope the person is able to contact the company they purchased from to resolve their issues with them. If you have any questions or if any further information is needed please contact us and we will provide that information. Have a great weekend.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 15 2022 I purchased a Rheem 4 ton heat pump 14 Seer R410A for $4,173.00 (which included shipping) which I never received. Was told they would not ship until it was paid in full which i wired the funds as they directed me and it was received in their account. Never shipped the unit. I called and talked with a ******* several times and it was always the next unit to be shipped. Within the past 6 months no one answers the phone nor will they respond to any of my emails. Anything that you can help me get my money refunded would be greatly appreciated.Sincerely,*******************

  Business response

  06/21/2023

  We have done business with this company previously in the past and we have never had any issues and we do plan to continue to do business with them in the future. The customer has placed an order in 2022 for equipment that had to be special ordered and was expected to take a few months because of the new equipment that was being produced for ********************* production. When the units arrived we tried contacting the customer with the phone number we had on file with their last order however we were unable to reach the customer and we have not heard back from the customer since last year in 2022 by email. We have looked up the customers information by name and have spoken to the customer today by looking up their old order and contact information and we have resolved the issue with the customer and we have offered the option to use the credit towards an HVAC system or a refund. The customer has decided to get a refund and they said they will call us back when they need HVAC equipment and we have updated their information and contact information. Thank you for your time and we are glad we were able to resolve this issue with the customer. 

  Customer response

  06/22/2023

   
  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.

  The resolution is acceptable IF he follows through and we receive our refund.   
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have paid 2,000.00$ for a new furnace at Jan 15, 2023. AC Wholesale Center have promised to deliver a new Rheem - RHM-R801TA075421MSA-USRheem - Classic Plus 80% Gas Furnace, Single Stage, 75K BTU, Upflow/Horizontal, X-13 Motor (2.5 to 4 Ton). It have been delivered at Feb 23. Package have not been damaged. It have been connected to palette and wrapped with plastic film.I have accepted order. I have opened box at the same hour. It have been completely broken. All way around. Outside and inside. I have found a saw cut on plastic inside as well. I have send email with pictures and video to the company. After a month of conversation with them they reject my return. The last answer from them was- They said they want to resolve the issue for you but you have already left a negative review so there is nothing they can do because you accepted the freight and signed for it as not damaged. There are no notes on the shipment that the unit was damaged so you signed for it in perfect condition the same hour or was shipped. Contact the carrier and ask them if they can reimburse you for the unit. I have paid with ***** and can not return money back. They did not provide any photo of video of product before shipping. I have recorder all process of opening the box. Video has metadata that I can use to prove all my words and date and time. Btw, they didnt response to any of my call during the month. All conversation was in sms with thread.

  Business response

  03/24/2023

  This customer made a special order for a furnace that had to be special ordered and the unit was shipped to him promptly once it arrived and was in perfect condition when it was shipped it out to the customer. The customer said in an email that he would refuse the freight upon arrival but after he found out the unit was already shipped he said he would sign for it if it was not damaged which we encourage and tell all of our customers to do and to refuse the delivery if the unit is damaged when it arrives for delivery by the carrier. The customer received and signed for the freight in perfect condition and there is no notes on the carriers BOL of any issues or damage to the freight or contents and shows the customers signature and we have included a copy. He contacted us by email stating the unit he received was damaged by the carrier and the customer very clearly stays in his statement that the unit arrived and that the "package had not been damaged" upon arrival and that it was strapped to the pallet and he accepted and signed for the order. We have been in business for many years and we have never had any an issue like this and we always try to work everything out with any of our customers and even though the carrier would not honor the customers claim because according to them it was inspected and signed for in perfect condition by the customer but while we are trying to resolve the issue, the customer started attacking our business and leaving multiple negative reviews on our ****** account from different emails with his name spelled different ways as well as fake accounts with no name or friends and family of his that never had any interaction with our company for an issue that he does not want to take responsibility for, before seeing what we could do to resolve the issue. We have included several screen shots of the fake reviews that the customer is arranging others he knows to submit on our ****** account in order to hurt and slander our company, however we were limited on how many files we can add because there as so many. We have been in business for many years and we have never had any issue like this with anyone and we are collecting all the data, information and IP addresses for the fake, negative 1-star reviews submitted on our ****** account and will be filing a lawsuit against all participants involved. **************** has spoken to him many times through phone calls, text and emails and we have a record of our communications. We will provide whatever proof is needed to resolve this issue. Thank you for your time and assistance.   

  Customer response

  03/27/2023

   
  Complaint: 19597530
  
  I am rejecting this response because it does not describe reality. 

  I have provided details for every paragraph of the text. Please see details in my document ************************************************************************************************

  Summary: 

  We can not change what already happened, but we can prevent future escalation of the problem. 
  
  - Business made a mistake. I dont know on which step it happened. Somebody shipped it damaged, somebody packaged it the wrong way, or somebody broke it during shipping. 
  - I did not inspect the order inside before signing it.

  
  I am proposing to spread a loss of 50% to 50%. 

  
  Responsibility:
  - The business going to be responsible to return me back 1,100.00$. Plus, they will pay for the return.
  - I will be responsible for removing my two reviews.
  
  Sincerely,
  
  *******************************

  Business response

  04/04/2023

  We have already responded to this complaint. We are not sure what to do now? We see that we have received a message but we don't see what information we need to provide. Please advise and let us know what we need to do please. We are willing to cooperate and we are only seeing this message now. Please advise so we can resolve this issue as soon as possible. Please note that we will be closed on Wednesday April 5th till Sunday Arpil 8th. Thank you. 

  Customer response

  04/04/2023

   
  Complaint: 19597530
  

  I want to ask BBB to make attention to how businesses act.

  
  - The business rejected returns (* during the two weeks) before the order was shipped.

     -- The current business version of special order has been refuted in the previous documents with data (contract, sms and email threads).

  - The business shipped the damaged furnace to the client
  

     -- The business did not provide any photo or video that can prove it has been shipped in the new condition to the customer. 
  

  - The business rejected the refund of the damaged order. 
  

     -- The current business version of one negative review sounds absurd. The owner can remove any review.
  

  - The business doesnt want to collaborate or solve the problem.

     -- My proposal to resolve a business mistake has been ignored.

  - The business threatens the client with a court arguing for one review. 

  - The business is lying and distorting the facts.
  

      -- I did not find any screenshots of reviews that the business attached. Please make attention to that as well. *******************************************************;
  

   

  Summary: The business did not provide any photo, video, claims, . anything related to the rejected returns or rejected refund.

   

  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. ↩