ComplaintsforAirrix, Inc.

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Airrix handled mitigation and helped in filing insurance claims for two separate water damage issues, the first on 3/19/2022, the second in June of 2022.My insurance company paid Airrix $5779.30 for the mitigation for the first claim and pack-out, and $6095.68 for storage time and pack-in. I dont have the cost of mitigation on the second claim on hand, but I had no issues with Airrix on that one. The first claim and related repairs required all of my furniture to be relocated by Airrix to their storage warehouse.Some of my belongings were stolen from my house when it was empty. I do not fault Airrix for the incident, but some items that were stolen (television, liquor, some various other items) should have been in Airrixs possession but were being stored in my kitchen instead. ****, owner of Airrix, offered to replace the *** liquor, and my washer and dryer.When my belongings were packed back in on 10/3/22, several items were not returned to me bedding for my guest room, several unopened packages, and the liquor **** was meant to replace. There are some various other items missing air purifiers, robot vacuum, cat feeder but I am not sure if those were in the possession of Airrix or were taken during the robbery. In addition, some of my furniture and my new flooring were damaged during pack-in.I didnt received my replacement items and some of my belongings at pack-in as promised. **** became impossible to contact at this point. Calls, texts, etc were ignored for over a month. I finally got in contact with ****, and he promised to give me the payment for pack-in ($6095.68) to compensate for flaky communication. He returned my mattress and replaced my TV and washer/dryer shortly after. However, he became impossible to contact again. I have still not received the promised $6096.68, replacement liquor, and am still missing some of my belongings. I have not heard from **** since December 13th despite many attempts at contact.

  Business response

  04/10/2023

  I apologize for the delayed response. I had a family member in hospice & the time has come. If I can respectfully ask for an additional 2-3 days to reply to this unwarranted complaint, I assure you it'll be done. I will provide the contract, scope of work(s) and itemized pack-out list proving Airrix is not responsible for **************** stolen contents. Please let me know if this extension will be granted as my company's reputation is at stake. Thank you. 
  
  Sincerely,
  
  *********************, WRT/AMRT
  

  
  

  Business response

  05/09/2023

  From: ********************* WRT/AMRT <**********************************>
  Date: Tue, May 2, 2023, 12:10 PM
  Subject: BBB Accreditation: Complaint Response Required
  To: <**************************************************>

   

  ******,

   

  Attached is Cato's Contents inventory sheet Airrix was responsible for. The stolen items from **************** residence were not included or associated with the contractual work performed. Scope of work & contract will be on ensuing email. 

   

   

  Sincerely,
  
  
  
  
  
  *********************, WRT/AMRT
  
  
  
  Estimator/Sr. Project Manager
  
  
  
  C: ************
  
  
  
  O: ************
  
  
  
  F: ************
  
  
  
  **************************************
  
  
  
  www.Airrix.com
  
  
  
  
  
  
  
  

  Customer response

  05/10/2023

  I think I made it clear that I did not blame Airrix for the items that were stolen, and I appreciate the replacements he has made so far. The issues have been with ****'s communication, and a failure to fulfill promises to replace them as well as the compensation he promised me to make up for lousy response time he told me he'd give me the pack-in check as "pain and suffering" for my calls going unanswered for over a month in October. He has told me that he already purchased the liquor replacement (as it should not have been left on-site) but has not yet given it to me.

  In addition, there are several of my items that were in Airrix's possession that were not returned from me. The bedding from Bedroom #1 as listed on inventory was not returned, as well as several unopened packages from that bedroom (1 large, flat rectangular package) and the Master Closet (2-3 packages). They should still have the mailing labels on them, so should be labeled with my name.

  Business response

  05/31/2023

  I previously submitted the inventory list of contents packed out and left on-site while her home repairs were being completed. All items on pack out list were returned accordingly. We follow industry standards and do not pack out candles, food or liquids like alcohol open or not opened to avoid storage issues & breakage causing damage to other stored items. As I stated on previous response, Airrix is not contractually or morally/ethically responsible for **************** home security & robbery while repairs were being done. Please refer to documentation provided on previous email for your reference. While I understand the desire for justice, it is ridiculous & unjust to expect Airrix to financially pay for all stolen items. I feel filing a complaint with the BBB without any "evidence" proving Airrix, the business, is legally responsible & this is an attempt to extort money for lack of better terms. I trust the BBB will protect Airrix from unwarranted negative reviews such as this. My company was paid by her insurance company because we did a great job. Please let me know if there's anything else I can do. 

  
  

  
  

  Sincerely,
  
  
  
  
  
  *********************, WRT/AMRT
  
  
  
  Estimator/Sr. Project Manager
  
  
  
  C: ************
  
  
  
  O: ************
  
  
  
  F: ************
  
  
  
  **************************************
  
  
  
  www.Airrix.com
  

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