ComplaintsforAir National Warehouse, LLC

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ON 05/30/2024 I tried to order a ac unit from Nation Air warehouse. The system had a glitch would not take credit cards, but push to affirm. The system processed three orders would not let me in with Password or reset to cancel. I called at 8:02 5/31/2024 talked to someone who acknowledge something was going on with system. Sent me invoice for PayPal assured me the other orders were canceled. they breated order ***** and I was told that was all I would be charged for. I have reached out to them from 06/01/2024 to reset password and tracking information. I have included 06/04/2024 they had to manually send me tracking information because system would not send emails. Affirm states that the order was not canceled in time and is charging me a fee. I have all supporting documents to show there was a computer glitch there are four orders here. I wrote why was the order not canceled . Today I said i need to file a claim please get me in my account. Three minutes i was in with a PW they made up. I do not owe them for a glitch and the company not canceling all orders i could not cancel or get into account that is why i was the first person on the phone. When I reached out stating I still can not prove the canceled item on 6/4/2024, i was sent a email because the system would not send tracking information showing canceled orders. I would like for everyone to be honest they did not cancel all orders when the system was messed up and now i owe ******. I received the new unit and it looks like they still had not canceled the orders. The issue is National Air Warehouse was communicating with me, but did not canceled order until 6/11/2024. I am looking at what happen ***** and ***** was not canceled through affirm, but they canceled by mouth Im assuming because they did not ship. I have included the PayPal invoice that was sent to me by National Air warehouse and paid on 5/31/2024 . He assured me all of the glitched orders were canceled. I have about 30 emails to support

  Business response

  07/10/2024

  As we have repeatedly told the customer when she called our office.  We gave her back all of the money that ****** gave us. 

  We can't give her money we did not receive. 

  Attached is the report from AFFIRM, if you see, AFFIRM deducted a portion of the money and kept it as as their fee for providing a service to the customer, then deposited the remainder of the money into our account. (refer to attachment).

  We receive the settlement amount of is $2,960.38, which is the exact amount we refunded.  AFFIRM should be refunding her the fees since she is not using their finance service. (refer to attachment)

  In addition, it states on the Terms and Agreement page of our website,  that the refund for all canceled orders will be the amount we received.  ****** kept her money from us as fees for using their services, if she wants her money back, she will need to get it from AFFIRM, as they are the ones who have her money.

  We are sorry that they are not giving the customer those fees back, as we fell that since she did not fully use their services, they should give them back.  But, we can not take a loss because ****** refuses ***** their fees for her order and give her that money back. 

  Customer response

  07/11/2024

   
  Complaint: 21961744
  
  I am rejecting this response because: Affirm states that the information giving by national air warehouse is the reason why I am responsible the order was not canceled as I was told on 5/31/2024. There is a email between myself and ****** on 6/04/2024 saying she is handling today. The order was not canceled . I was not able to cancel due to the company technical issues. I do not want them to loose I just want you to admit affirm that the order was never processed and that your company was experiencing issues as they still are with account resetting. No one owes anybody. This is a case of accountability. I have done everything I knew to do starting 5/31/2024 at 8:02 and the order was still not canceled in time. I had paid for the unit on my card by 8:39 with a invoice sent by your company. National Air allowed affirm to send the money  6/10/2024 after I had already paid for the unit another way and written them several times about affirm. All while assuring me all was canceled. I am sorry to , but had the order been cancel that morning 8:02 5/31/2024 we would not be here. I do not owe for something that was out my control. It canceled all orders , but one. It was maybe a mistake, but not on my part.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an AC Condenser/Heat Pump from Air National Warehouse on 6/28/2022. Unit arrived damaged on 7/13/2022. While the delivery driver was at my house I contacted Air National Warehouse to advise them of the damage and ask how to proceed. Was advised to keep the unit if the damages were cosmetic they would fix the damage AND if the damage was severe they would make it right. I emailed them pictures of the damage the day it arrived.On 7/14/2022 an HVAC company arrived at my house to install the unit and it was determined that it was damaged beyond repair. I called Air National Warehouse over *********************************************************************************************************************** and has refused to refund the cost of this unit. Attached is a letter of dispute filed with my ******************* detailing all attempts to resolve this issue. Also included is communication with Norton Shopping Guarantee who has also been attempting to resolve this issue with no response.

  Business response

  10/11/2022

  Mr. *******,

  When you called our office to inform us of damage, we informed you that since you signed for the shipment and said it was received free and clear of damage, that we would have to open a claim with the shipping company.  The shipping company performed their claim and determined that the damage was not concealed and they were not responsible for the damage you claimed was there prior to receiving it.  Per our terms and conditions, we advise that you inspect the shipment before signing, we even have BIG print outs on the shipment reminding you to inspect it.  Once you sign and receive the equipment, if you do not note damage, it is all up to the shipping company to determine if the damage was there prior to the delivery, and unfortunately, we are also at their mercy,  And per their inspection they determined that it was not concealed damage.  We did not ignore you; you called the office numerous times, and each time we told you the exact same thing.  Which was either we were waiting on the inspection results, then that the inspection had determined that they were not at fault.  

  Customer response

  10/11/2022

   
  Complaint: 17928392
  
  I am rejecting this response because: It is not accurate to the communication I received on the phone and the company has been extremely unresponsive to this matter. 
  
  Sincerely,
  
  ****************

  Business response

  10/14/2022

   I have attached the delivery receipt from Old Dominion.  According to their records, you signed for this delivery and noted it was free and clear of damage.  Old Dominion has no record of any photos from the driver.  As for the communication between our office, our records show we did speak with you on numerous occasions.  We spoke with you on 7/15, at which time you told us you had noted damage and that the driver took pictures.  We later discovered that according to Old Dominion's delivery receipt, you did not note any damage, and according to them their driver has no pictures.  We spoke with you twice on 7/14, and told you that we could pick up the equipment to have it returned to our location, mind you we were still under the impression you had noted damage. However upon speaking to you again that day you decided to keep the equipment.  We spoke to you on 7/15 at which time we told you that Old Dominion's paperwork did not align with what you had told us and we informed you that we had to file a claim on your behalf with Old Dominion.  We then spoke with you again on 7/19, and explained to you that Old Dominion determined that the shipment arrived in pristine condition.  The dates that we spoke with you line up with calls that you have that are greater than 1 minute long .  

  As I stated above, according to Old Dominion, their record show they  performed an inspection and ruled that damage was not present at the time of delivery.  They then denied your claim, stating that you shipment arrived in pristine condition.   We do back our product, but once you sign for a shipment it becomes yours.  We tell our customers that they need to inspect the equipment before they sign for it, and they even agree to these terms in our terms and conditions.  In addition, we attach bold notes all over the shipments reminding the customer to inspect the equipment.  If a customer fails to inspect their equipment prior to signing for their shipment, they then are agreeing to the freight carriers policies and terms, and are  subject to the freight carriers claims process.  Which is how your scenario played out.  

  As for the reviews, during COVID we did have issues getting equipment, and most people were very understanding with having to wait, but there were some who were not quite as understanding with what the world around them were experiencing, so they left bad reviews about their wait time.  We also had others who, like you, failed to follow the terms and conditions and signed saying they received their equipment, then later contacted the carrier saying they discovered damage, and in some cases, the carrier determined they were at fault, and in other cases, they ruled there was no damage.  

  I know you filed a claim with your credit card, and they ruled in our favor stating that we had lived up to our end of our agreement per the terms and conditions you signed.  

  Customer response

  10/19/2022

   
  Complaint: 17928392
  
  I am rejecting this response because: The conversation with the Business i had is misrepresented by this response received. They specifically told me to keep the unit if the damage was cosmetic and that they would replace or pay to repair the defects AND that if the damage was more substantial they would "take care of it". I had this phone call with them while the delivery driver was present, while the delivery driver was inspecting and taking pictures of the damage. This broken unit has been sitting in the spot that it arrived in my driveway since delivery and the bottom line is that I received a broken unusable product and the company will not refund.

   

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in August 2021 I purchased a split air conditioning unit from National Air Warehouse in the amount of 7987.00 dollars, it arrived on September 13th 2021. After peeling all the cellophane wrap off the packages I noticed damage to one of the boxes. On further examination I discovered the product was damaged and immediately notified National Air Warehouse of my issue on September 14th. Mathew from National Warehouse told me there wasn't much they could do because I didn't note it with the delivery driver, I explained how it was wrapped with cellophane and hiding the damage. He said he would file a claim with the delivery company for me. Several weeks later I called back and spoke with Matt and he said the claim was denied and there wasn't anything else they could do. I explained this wasn't acceptable and asked to speak with his manager and was transferred to Shelley B. his immediate super visor. I explained to her my situation and she said the claim was denied but now it was being transferred to an insurance company they used for the shipping. On 12/8/2021 I received a call from National Air Warehouse saying that the claim was paid and that I could receive a replacement unit which they currently did not have or receive a credit for $4000 dollars. I decided to take the credit but still have not received any money.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/22) */ Mr.******* , We are sorry for the lengthy process, but the refund shows to have been issued on our end on 12/20/2021. We wish you the best in your future endeavors.

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