The AC Outlet Reviews (%countItem)
The AC Outlet Rating
Address: 1921 Pembroke Rd, Hollywood, Florida, United States, 33020-6326
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Shipping was deducted from my refund and I am charged for damages upon return.
On June 18, 2020 I purchased a new ac unit (order # #XXXXXXXXX) based on the information from ac unit I was replacing. When the items arrived the tech who was doing the installation informed me that I ordered a horizontal coil but needed a vertical coil (due to Covid-19 the tech did not come out to look at the unit but asked for numbers from the unit to avoid unnecessary exposure). The coil I was replacing was a horizontal coil but had been modified to be placed vertically. I explained this to the company to let them know I ordered the wrong coil based off the information on the unit I already had. I was told I would have to pay for the coil I needed (a vertical one) then summit a request for a return. Once they reviewed the request, I would receive information on how to ship it back and then I would be issued a credit.The request for a return was placed on 6/25/2020, a response was issued 6/30/2020 stating the original value ($391.85), that my restocking fee was waived since I was order another number, that I was being changed $100 for the original shipping fee, and that I would be responsible for the new shipping cost. I responding the same day inquiring about why I was being charged/deducted $100 if shipping was initially free, I'm getting another coil, and I'm paying for the return of the old coil, but did not receive a response until 7/23/2020. After receiving a response stating that is there policy, I preceded with the return and shipped the old coil back on 7/272020. I contacted the company again on 8/6/2020 to ensure they received the coil and inquired about the credit. I received a response on 8/7/2020 stating that they received the coil with damage and that I had two options: 1. they can file a claim with UPS and we will put it aside for 14 days while the claim is settled, then storage fees will apply. or 2. they deduct a $75.00 repair fee (in addition to the standard deductions) and issue me the balance. There was no damage to the coil before it was shipped back since it was only taken out of the box and looked at, then place back in it. I responded the same day asking how was it accepted without being checked (which I had to do) and that I don't think this is fair since I would be losing money in both scenarios. I still have not received a response and when I call the company I am being told that they work remotely and good at responding electronically.
I would like to be refunded the original value of the unit ($391.85). Due to Covid-19 I could not have a technician available to inform me that the unit was a modified horizontal coil so that I needed to order a vertical one instead. I do not think it is fair to offer free shipping, then deduct a shipping fee from your refund amount due to a need to return an item, especially when you are ordering a new item and you have to pay for the return shipping on the old item. I do not feel it is fair that I have to pay for damages that I was not shown, were not generated while in my possession, and were signed off on/accepted as being alright by the company (received by "***").
Dear Mr.,
We certainly understand your frustrations. Errors in equipment selection (during COVID-19 or otherwise) can be costly, time consuming and inconvenient to say the least. This is particularly why we so adamantly state on our website to "consult with a local Professional prior to ordering any equipment".
As for our Return Policy, the deductions to a returned item are clearly explained on our website. The AC Outlet would very much like if return requests were non-existent, as returns are not an opportunity for us to make money. Quite the contrary, on each returned item, we lose time and money. We offered you (2) options, 1) was for you to file the claim with your carrier and 2) was to make a repair deduction as the cabinet would need to be replaced in order to sell the coil as a refurbished item (no longer can be sold as new). If you wish to view pictures, we would be happy to email them to you, as we file all of these as they are taken to avoid precisely this concern.
Please know we value your business, however, we can not take responsibility for Customer selection error or carrier damage and absorb the costs associated. It is no different if we made an error in shipping you the incorrect item we would pick it at our expense and be responsible for damages.
We hope you can understand the explanation above and see that we have been more than fair in finding an amicable solution to your returned item.
Sincerely,
The AC Outlet Customer Service
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, this is the quickest response I have received since trying to correct this situation. I do not agree with your policy for deducting a $100 for shipping but will comply. In regards to the merchandise reaching you, I had to sign for the product stating that everything was not damaged. I do not understand why this was not done at your facility? Because of this, I'm now required to lose another $75 or be decuted for storage. Either way I'm losing money. In addition to this, I had to submit pictures of the product with the return request, which I thought was done to avoid this.
In the end, I just want to get this resolved, so I really have none choice but to accept the $75 deduction.
Thank you for your response and assistance with this.
Since I cannot leave a review on your website......
This order went very smoothly when I placed the order and paid for it. However, the unit was shipped to a TX address as opposed to my GA address. The unit arrived damaged and unusable a week later. I contacted the claims department and they were very helpful initially, telling me to return the entire system which I did. They entered the replacement order, but 2 1/2 weeks later, it still hasn't been shipped! I was told several times that the replacement would be shipped in 3 days, it never happened. 48 E-mails later and several phone calls later, I have had enough. I called once more for the shipping update, was promised a phone call within the hour, but decided to cancel the order and get a refund. I was promised a refund with 72 hours, we will see!
Customer service and satisfaction doesn't seem important to this company, especially claims and shipping departments. Very sad!!
Dear Mr. and Representatives of the Revdex.com,
We apologize in advance for the delays experienced with the fulfillment of your replacement order. Due to COVID-19, there is a significant Nationwide shortage of equipment and therefore inventory replenishment has been slow and difficult. We have been working closely with our Manufacturer Distribution Warehouses to avoid prolonged delays, however, they are in high demand and under extreme pressure as well.
We understand and empathize with the urgency related to the products we sell. Rest assured, we have been and continue to do our very best to fulfill orders as quickly as possible. We truly regret not being able to satisfy you, unfortunately, the initial order was damaged in transit (out of our control) and fulfilling the replacement order has been impossible.
These times have been very testing to say the least. First and foremost, with regards to the health concerns of all of our Staff, their loved ones, the general public and subsequently with the obstacles we have had to work through to run a somewhat efficient operation. Under normal circumstances, this would have been a non-issue but things are far from normal since March of this year.
It would be wonderful to have patience with each other in times such as these but we also understand the need for the products we sell. The credit has already been put in queue and will surely be issued in a timely manner. We can only hope to be given another opportunity to prove ourselves under different circumstances.
Sincerely,
The AC Outlet *** Team
Amazing service and communication! They had the part that was needed for our AC and shipped ASAP - we greatly appreciate their efforts to make us comfortable in this heat!
Thank you for taking the time to submit your review.
We appreciate the kind words and certainly value your business!
Sincerely,
The AC Outlet Customer Service Team
All items not included in order and AC Outlet will not fulfill their obligation.
Let me start by saying the purchase experience may have been one of the best I've had. Once they have your money you are ignored and they will not let you speak to a manager or owner.
The AC Outlet requires you take pictures of your pallet upon arrival to share with them in case of an issue. I took 4 pictures of my pallet which was beautifully packaged and wrapped with a clear plastic wrap protecting it from weather but also a good identifier of handling during shipping. There were no holes in any boxes and wrap was not torn. FEDEX could not have handled it any better. I accepted the pallet from FEDEX. I spoke with Noreen who assured me the items I did not see a box for were in fact inside another box (lineset). That evening I opened those boxes and the items were not in the box. I called Noreen and she assured they were in one of the boxes but maybe not those. I opened all boxes and even unstrapped the condenser. The 2 items were clearly never included/ packaged. She directed me to file a claim with them but immediately blamed FEDEX when clearly I received pristine packaging. Claims asked for pictures which I sent. They responded almost immediately blaming fedex and said I would need to file claim with fedex. I asked for picture of my pallet when shipped so I could compare-guess what. They don't take pictures of pallets-they ship 50 pallets a day and that would be difficult. With technology these days..FEDeX/UPS and even USPS drop millions of packages a day and are snapping pics of how they were left at the delivery point. You should take pictures of your pallets. I can show you how. It's called a thumb drive. They are 10$. Regardless, when I call now and ask to speak to a manager or owner they pass me around and leave me on hold. Just a shame after such a great purchase experience. FEDEX did no wrong and I'm not going to file a claim with them. It's clear that AC Outlet just left them out. After all, they ship 50 pallets a day-the word from the person in the warehouse is good enough for them. I will purchase the missing items if AC outlet doesn't resolve through Revdex.com.
Send me the 2 WiFi interface kits I have paid for.
Dear Representatives of the Revdex.com:
It is unfortunate that Customers are quick to file complaints, even when the matter is of no fault of our own. Mr.' missing accessories were indeed picked, packed and shipped, however, circumstantially were lost in transit.
Upon our Claims Department being notified of the shortage, they promptly instructed Mr. on the steps required to file a shortage claim with the freight carrier. He angrily refused to do so, although these procedures are clearly stated in our Shipping Policy, found here:
https://www.theacoutlet.com/shipping-policy
In any event, in order to satisfy Mr. we agreed to send him a replacement accessory. In an honest oversight, the replacement order was not processed and therefore not shipped in a timely manner. Since then, we have communicated this to Mr. and advised him that the estimated time of shipment (since the accessory is currently out of stock) is 1 week. He seemed amenable and assured us he would recant this premature and unnecessary complaint.
Since it seems as though he has not withdrawn the complaint, we are compelled to reply stating the facts as they transpired. Should you have any further questions or concerns, please do not hesitate to write to us.
Thank you in advance for your time in review of the matter.
Sincerely,
The AC Outlet Customer Service Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I never shared an angry response and was very clear in my disappointment with service after the sale. "Quick to file a complaint"???? I waited 2 weeks before filing a complaint with Revdex.com after getting childish run around by sales persons and no response through email. I only asked that they share the pictures of "as shipped" as they ask you to take pics upon arrival. So poor is the communication of this company-I did not receive any communication mentioned about delayed order fulfilment or being amendable and actually received it 2 days after they responded (which only happened after I filed the complaint) News flash-you don't even know you shipped it!
The power of complaints is amazing. 2 weeks of communication (or lack of) and nothing. File a complaint and poor a review? Instant resolve. This is my first complaint ever online. I'm a believer. These people were calling me begging me to remove the complaint from their website as well as Revdex.com website even sending me links on how to remove it. They said I would need to call Revdex.com and say I filed "in error" to get this removed. Honestly I was going to remove it after they finally fulfilled the order but then I saw this response from the company. Your response is just unbelievable.
If you need somebody to take your business to the next level let me know. I can show you the way. Your response is absolutely fabricated and I could not have been any nicer to you folks. You continue to show exactly who you are with this response. Sad.
Dear Representatives of the Revdex.com:
We do not wish to further entertain the remarks in Mr. response. The truth is, complaint, bad review, insults or not we do what is right by our Customers and have so for 12 Years.
We only stated the facts, as they speak for themselves. In the end, Mr. not only received the items he originally ordered but received additional at no cost. It simply was not worth a dissatisfied *** over a $50.00 part. Unfortunately, still we find ourselves having to respond to an unnecessary complaint.
We do wish Mr. the best and hope he enjoys many years of comfort from his new HVAC System. Furthermore, we are very grateful to all of our valued Customers!
Sincerely,
The AC Outlet Customer Service Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Again. This company offered to do nothing and wouldn't even respond via email or verbally when I called. Only after I filed a complaint (the first in my life and only then after not being able to establish communication for more than 2 weeks), did they call (and they called within an hour of posting!) offering to send the items they left out. They then sent links to delete my review in consideration for "fulfilling my order".
I'm extremely grateful to the Revdex.com. Your presence forced this business to do what they should have done to start with. Sending exactly what I paid for-nothing less. Nothing more. Doing the right thing would've avoided this (continuing) public review.
AcOutlet-take photos of your packaging when you ship. If you only ship 50 pallets a day, a thumb drive loaded with pics could help you decide more clearly who is at fault and at very little cost avoiding these situations all together. My guess is you won't do that-I think that's your business practice forcing the shipper to absorb the cost.
Thanks again Revdex.com and have a blessed day all.
Did not reverse refund full amount of collected from B of A debit card. collect without a Shipping Invoice. I did not agree to wait on order from the Factory.wait time days could not be Guaranteed.
Item were Advertise on Line, IN STOCK.I have the print out in my possession the Factory Approval
Request Order. e-mail. 2/11/2020.12;23 pm.my Reply 2/11/2020 12:48 pm CANCEL ORDER NOT AVAILABLE
CANCEL REQUEST.. AC OUTLET Refunded Reverse. 2/14/2020/ Partial refund. less.$241,73
No Shipping Invoice No Ship Date. I could not wait. needed the System.
Product_Or_Service: RHEEM CONDITION SYSTEM
Order_Number: NW XXXXX
Refund AC OUTLET COMPLETE THE REFUND REVERSE. $241.73. B of A Debit card can be Cleared. good Business
Dear Mr. and Representatives of the Revdex.com,
It is not typical for us to hold a Cancellation Fee on item(s) that are not in stock when a Factory Order Email is not agreed to.
There must have been an internal oversight in the notes exchanged between the Sales and Credit Departments.
We will be adding your refund to our credit queue issuing the remaining credit to your card. We sincerely apologize for any inconvenience this may have caused and hope to be able to serve your HVAC needs in the future.
Sincerely,
The AC Outlet Customer Service Team
seller have reported to B of A. different from the
E-mail Cancel request. not in stock cancel. that a
Shipping Invoice were not produce, because of a time
Factor. when the Fact were not in Stock. Items cause
Cancel Request.
I have the e-mails. the Fact and truth.
seen the Business Response, many thanks for your
Professional procedure. for the Truth, and I accept
the Business response. for good Business, and set
All to good Business. watching for my refund.
E-fficient HVAC install my new System. all is well
thanks to Revdex.com
refund date not known, please advise.to close all
Business and Revdex.com site
Dear Mr. and Representatives of the Revdex.com:
The credit was issued last Friday 2/28/20 and an email confirmation was sent to Mr..
Please be advised although processed on our end, it may take 3 - 5 business days to appear on your credit card statement.
Thank you in advance for your understanding.
Sincerely,
The AC Outlet Customer Service Team
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund in my Account 3/03/2020 full Refund
Thanks to Business Management, for presented co,
Policy.
Revdex.com for Professional Procedure format to get all in
Fact clearly
On January 20, 2020 I Purchased a Mitsubishi split unit and I must say the the unit did come in damaged, but your representative Marlies walked me through everything she expedited all of my needs. This was my second unit from you I did purchase one from you for years ago. Quite frankly Marlies was on top of things from the start the unit came in damaged she quickly got the authorization out for FedEx to pick up the unit and get it returned, so the new one can be shipped out. She also tried to work with me as far as convenience deliveries times days emails you should hope all of your customer service representatives are like her because she is the diamond in the rough. She did not give up! I must say if I had my own business I would've wanted her to work for me, because her skills far exceed the normal. She also said one thing to me, don't worry we will handle this the right way it will be fast and painless and she was 100% right so hats off to you Marlies great job, and your a true leader, I hope all of your associates follow your lead. The fact is that Marlies keeps a cool head knows how to speak to people, knows how to get the job done. From a customer stand point I must say that AC Outlet is lucky to have someone like this working for them. Marlies takes pride in what she does and knows exactly how to get the job done, Nice Work Marlies.
Dear ***
Thank you for taking the time to leave your positive feedback regarding your shopping experience with The AC Outlet. Although damages can occur in shipping, we always do our best to help our Customers as quickly and pain-free as possible. Our Team is happy to know you that you were patient and allowed us to make it right.
We have a clear understanding of the sensitivity surrounding HVAC products and our Agents work swiftly to resolve matters in a timely manner whether it be a Warranty or Damage Claim. Marlies is a great example of this and we too are proud to have her on our side.
Again, we value your loyalty, time and feedback, it is rare to have Customers go out of their way to leave a positive review, something that can't be said of a negative one. We hope to have the opportunity to serve you, your family and/or friends again in the near future!
Sincerely,
The AC Outlet Customer Service Team
Thank you very much. And yes I know shipping am an be a problem, but I do give credit to where credit is do, and we'll deserved, Marlies was on this from start to finish. Quite frankly, she is a great asset to the company.I will continue to be a loyal customer to AC outlet especially when you keep providing great customer service. Thank You.
We have had nothing but the run around with this company from the get go, and the company does not stand behind there products.
We ordered a Tosot Mini split unit on Sept. XX XXXX along with everything needed to install the unit. With that the Representative that took the order had sent the wrong condensate pump. we got all the stuff to hook up the unit on October 3rd. and the main unit on October 4th. I called on October 3rd to let them know we had the wrong condensate pump after back and forth phone calls we finely got the correct pump on Friday October 8th. which this put our Certified Ac Tech a week behind to install the unit. After getting the correct part the AC Guy installed the unit on Saturday Oct 9th. After the install was completed by the Certified Ac guy the unit had an E6 Error Code, the ac guy did all he could to troubleshoot that code and after checking the wires he concluded it was a bad circuit board. On Monday October 11th we called the Ac Outlet once again to let them know that we was not happy and they took 3 days to get the new Circuit board shipped out so we got the new circuit board on Saturday October 26th. Therefore the Ac guy worked around his schedule to come out on Monday Oct 21st. After the new board was installed we still had an E6 Error. resulting in still no Heat or Air. We called The AC Outlet Again to let them know that we was not happy and we wanted something done This week. They finally after wasting the whole day of Oct 22nd gave us a phone number to the Tosot Company In New York Where the unit came from. The Certified Ac guy talked to the Tosot tech support and they treated him like he was a dumb *** and all they wanted to do was send out a troubleshooting book. Yes the tech got a little upset when all they wanted to do was insult his 28 years plus of knowledge with heat and Air and Electric. He told them the error code and they only wanted to send out a book. Therefore I called The Ac Outlet today 10/23/19 and requested my money back for everything. and told the ac outlet they can come get the unit because it was delivered by a semi and I have no way of packing it up or getting it shipped. they hung up on me therefore I did call my Credit card and disputed all charges. marlese was the lady over Adam that we was talking to about all of this. They never let us talk to *** which is the main manager.
We are also out the cost of insulation of the Faulty Unit. We want our money back for that as well we paid $400.00 for the Ac guy to Install the unit which was a Lemon to begin with.
We have disputed the charge that was made to the Ac Outlet, however we still need our money that we had to pay the Ac guy to install a Lemon Unit that was not working. or to pay to have a unit installed from a different company.
Dear Representatives of the Revdex.com:
Ms. order was placed online as stated above on 9-27-19.
Her order was processed, shipped and delivered in a timely manner. She received her order on 10-4-19.
A relative of Ms. contacted our office the following week stating that her Installer (Rusty) was claiming faulty equipment because he was receiving an error code. We requested the exact part number in order to ship out the replacement part. A new board was shipped out within 72 hours (Tracking Number XXXXXXXXXXXX). However, the Installer contacted our office yet again because he continued to receive the error code even after replacing the original Circuit Board with the replacement one. Our Warranty Department Representative further assisted Ms. Installer with a conference call with the Technical Support Team of Tosot/Farenheit (the equipment manufacturer). After the troubleshooting, Tosot's Technical Team was convinced that the installation was performed incorrectly. Then Ms. Installer Rusty chose to "walk away" from the job. We received an email from the Manufacturer stating, "Our Tech Support Team reached out to Rusty the Installer this morning. He was unwilling to troubleshoot the unit and said that he was walking away from the situation. This is very unprofessional."
Ms. ordered and received "Brand New Merchandise" in working order. These air conditioning systems are all factory tested at the factory and physically inspected for quality control prior to shipment.
The AC Outlet assisted Ms. and her Installer in every way possible to ensure that her experience with our company was a positive one. Unfortunately sometimes there can be a part failure but without cooperation on both sides working towards a solution then there is little that can be done. As soon as her Installer requested a new Circuit Board (as per his diagnosis), we processed the Warranty Claim and had a replacement part sent to her. The fact that her Installer continued to receive the same error code after replacing the component is proof that he did not diagnose the trouble properly.
The AC Outlet assisted even further by aiding the communications between Ms. Installer and the Manufacturer for troubleshooting. Ms. Installer was unprofessional and refused to continue with the diagnosis of the problem with the equipment admittingly even by her. He quit the job and left his customer Ms. dissatisfied and nonoperational. The AC Outlet is not blame for Ms. Installers unwillingness to work through the problem nor the abandonment of the job. As stated above, we sold and provided Ms. equipment which was brand new. Ms. has not accepted our phone calls or attempted to reach out to us further to continue diagnosing the trouble (if any) or to ship back the equipment.
We hope that the information we have provided is sufficient to determine we have provided this customer with an acceptable level of service. Thank you for taking the time to review our response regarding this unfortunate complaint. Should there be a need for further information please do not hesitate contacting us, we would be glad to oblige.
Sincerely,
The AC Outlet Customer Service Dept.
(The consumer indicated he/she DID NOT accept the response from the business.)
The installer did know what he was doing like I said he works for a public school working with there heat and air. He is trained and has all his credentials. It's funny how we got a unit from a different company and it worked just fine.
Petty theft - I notice there are a lot of other complaints regarding similar issues.
I placed an order over the phone, I never received any sort of purchase contract. Received an email a few days later stating the item could not be shipped to me unless I take further action. This was a clerical error on their part and due to the delay in shipping, I cancelled completing the order. The order never shipped if they even had the merchandise, maybe they were out of stock. I called several times to try and obtain a refund. They said I would be charged a restocking fee even though the order was never completed and never shipped. On another call they stated I will get a full refund. I was charged an illegal restocking fee even though the merchandise never shipped.
I want my money back and an apology for wasting my time. I want them to follow the law and be fined for breaking it. There was not contract. Delayed order never shipped. They made a clerical error.
Dear Representatives of the Revdex.com:
The facts as stated by Mr. are not as they transpired much less correct.
The merchandise ordered was ready to be fulfilled and shipped. Mr. order was placed using an address not matching his credit issuers records, which (as per our Terms of Sale) required further verification to avoid fraudulent activity. We take this proactive measure and have so for years to keep credit card theft down to a minimum, most consumers are extremely thankful we do.
Our Billing Department made an effort to contact Mr. on September 12th and 13th without response. On September 16th, we finally spoke to Mr. at which time he chose to cancel his order because he did not want to verify the address used in his purchase. It appeared Mr. found this to be an inconvenience.
The credit was issued back to Mr. on September 19th minus the 5% Cancellation Fee not a Restocking Fee, once again as stated in our Terms of Sale.
He has since received the funds credited back to him by us and in addition initiated a dispute for the full amount of his purchase. So, the true fact as of today is that Mr. has received double the amount of his transaction.
As such, we now must begin a case to recuperate the funds disputed and recuperate our loss.
Sincerely,
The AC Outlet Customer Service Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything I have stated and will state is true. My credit FICO score is a perfect 850.
9/11/19 - I placed an order via telephone on 9/11/19. There was no mention of a 5% refund fee during the call or on the receipt I received after I placed the order. I was told I would receive the order the following Tuesday on 9/17/19.
#1 - I was not aware of the policy and would not have ordered from AC Direct.
9/11/19 - I realized there was a mistake on the shipping address. I immediately called and had them to correct it. The house number should have been 216 and not 26. I was told everything has been updated and a new receipt was generated and emailed to me. Two (2) receipts sent to me will corroborate my claim.
#2 - AC Direct erred in taking the order.
9/16/19 - I received a call from AC Outlet stating they needed to verify with a third party phone call before they can ship the item to an address other than my billing address. I told them that I corrected the issue, but they stated that it was wrong in the system. The merchandise was promised to be delivered on 9/17/19 and that was no longer possible, therefore I had to cancel the order. The disorganization of AC Direct and the inconvenience of the additional requirements were factors in my decision to cancel the order.
#3 - AC Direct could not fulfill the date of delivery as promised.
9/16/19 - Received an email from Mackendie D. containing a link to AC Directs refund policy.
9/21/19 - Received into my account funds in the amount of $868.62
9/24/19 - AC Direct stated "The merchandise ordered was ready to be fulfilled and shipped". Meaning the order was NEVER fulfilled or shipped. My order was never finalized.
#4 - AC Direct cannot be entitled to restocking if the item was never fulfilled or shipped out of their warehouse.
After calling and emailing a few times and realizing AC Directs uncooperative nature, I decided to initiate a dispute with my credit card. AC Direct was obviously stalling my refund for some reason.
AC Direct should refund the remaining 5%. The issue is pending with Bank of America.
If a person steals $46 dollars from a cash register they go to jail.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. AC Direct insinuated that I was lying and implied I was committing fraud. My statement regarding my FICO score is simply to demonstrate character.
2. AC Direct has multiple internet complaints against them with the Revdex.com and the State of Florida. I feel compelled to act.
3. AC Direct's cancellation policy is ILLEGAL, for reasons #1-#4 mentioned in my initial rebuttal dated 9/24/19.
4. To reiterate, AC Direct cannot make up a policy that is not clearly evident at the time of purchase. Please recall this was a phone order. My signature is nowhere on any invoice with this policy information.
5. It is true I have disputed the charge with Bank of America. However, there is still an opportunity for AC Direct to further delay my final refund and judging by their unreasonableness they will attempt to do so. I will send them the my complaint transcript.
6. I believe AC Direct has no intention to correct their error. I would like the 5% of the invoice price that was illegally STOLEN from me refunded.
7. It would truly be an injustice for consumers not to know how AC Direct operates. The complaint and responses should be published.
Dear Representatives of Revdex.com:
This morning, one of our Senior Managers reached out to Mr. directly via telephone in order to resolve this complaint in a more personal manner and avoid more back and forth. Our Manager explained our Cancellation Policy and the reasons for our mutual misunderstanding to Mr. (who was very understanding once all of the details and remedies were explained to him carefully).
We informed Mr. of the process banks take when issuing a chargeback is initiated on a merchant. It was explained that the merchant processor immediately debits our account and transfers those funds to the ***, without question.
We further explained that the chargeback was filed before the credit issued by us had a chance to reach his card balance and, as such, we were debited a second time, which Mr. understood after the explanation. Due to this, we must now file our rebuttal in order to receive the funds that had already been credited prior to the chargeback being filed. We laid out two possible scenarios to which Mr. was amenable:
1) The chargeback resolution would result in the bank crediting us the initial refund in the amount of $868.62, in which case, Mr. has already been made "whole".
2) The chargeback resolution would result in the bank crediting us the full amount of the dispute which is also the full amount of the order ($914.34), in which case we assured Mr. that the $45.72 difference would be refunded to him as soon as the funds were available.
At this point, we will await the bank's response and act accordingly once the credit is issued back to our merchant account.
We appreciate Mr. willingness to speak with us this morning and his understanding of the situation. We are hoping that this has put his mind at ease regarding us as a Company and that we can settle this matter without any further escalation.
Sincerely,
The AC Outlet *** Service Team
My AC went out June 9th and it's July 30 the. And they still won't help me out. The Goodman Condenser is only 2 years old. Worst warranty every. Now I have to get a attorney just to get what I've paid for. I saved every email they have sent me and it's a complete run around. If anyone wishes to see the emails let me Know. My family has been suffering since June. And AC outlet could careless , since they already have my money. Do not use this place they will *** you out of your money anyway that can.
In regards to Mr. Houts Warranty Claim, we did not receive the necessary defective part information until June 28 and the required Installation Invoice until July 1st. Once received we then proceeded to get replacement part availability and cost. On July 31st, we received the incorrect part label in the mail. Our Warranty Department spoke with Mr. Houts and explained we needed the correct label to avoid charging for the compressor. We prepared the replacement compressor for shipment while he mailed the correct label to us.
As a courtesy we waived the shipping fee to him due to the lapse in time. As always, equipment failure is never a positive experience. We understand the urgency behind the products we sell, most of all during the mid-summer months. The AC Outlet will always try to respond to our Customer's Warranty Claims with the utmost importance in an effort to restore the equipment's intended operation as soon as possible.
Terrible customer service when it's time to make a warranty claim. You cannot speak to anyone in the warranty department, and they take their sweet time to answer basic questions. Asked me for the same information twice, that does not count as staying in touch through the process, It's been 6 days since I filed a claim and I have no idea when the defective part will be shipped, while we wait in this Texas heat!
Dear Representatives of the Revdex.com,
Mr. unit is from 2014. We spoke with the customer and explained the Warranty Process. Once we received the requested defective part information, we provided the Part Cost and Credit Card Authorization Form in order to proceed with the Claim Process. We did not hear back from Mr. We made a follow-up phone call and found out they had chosen to have a Local Dealer do the defective part exchange.
We understand the frustration associated with equipment failure, especially in the middle of summer. We do our best to respond and process Warranty Claims as swiftly as possible. Unfortunately, since we are not local to all of our Customer's, there is shipping involved and in some cases there will be a longer lapse of time before the parts can be exchanged and the unit is returned to normal operation.
The AC Outlet does service all of it's customers in the most efficient manner possible. We realize the sensitivity of the products we sell and the urgency behind their proper function.
False Statements and Non-Performance.
I Purchased (online) a combination order consisting of 1 Evaporator and 1 Air Handler/Gas Furnace on June 20, 2019. On June 28th the order was delivered to my driveway.
The FedEx driver had both items palletized and shrink wrapped together and asked if I wanted to receive the order as it was packaged and I replied that I had no way to move these items to their final destination, which is the third floor of a condominium that lacks an elevator.
He then separated the items and removed them from the pallet. As they were both placed in cardboard boxes he also said that I could open and inspect them later, as FedEx was one of the few carriers that would honor a delayed claim.
I thought that this was logical, as my HVAC company was scheduled to arrive the next day for installation, and they are far better critics of HVAC equipment than I.
So the driver and I carried the Gas Furnace upstairs after carefully removing it from the truck, where we placed it next to the front door of the condo where it was ultimately being installed. This area is the top of the building at the rear and used by no one for foot traffic other than the actual single occupant.
When the HVAC mechanics arrived the next day, first they installed the condenser that I had bought a week prior, then, three hours after arriving, opened the gas furnace package.
Upon unwrapping the cardboard they saw that the bottom pan had been severely dented and warped, as if the unit had suffered a vertical fall of at least one foot, likely more. After removing this pan it was discovered the blower fan inside had disengaged from the housing. Pictures were immediately taken from all angles both before and after the pan was removed, including one of the fan sitting uncoupled from the case.
Then the mechanics suggested that we stand the unit upright, and provide temporary power to decide if the fan, after connecting it properly, would rotate properly and without any obvious signs of distress.
They did this in the hopes that the evap/air handler ensemble could installed at that date, and the new system could be powered and functional as they had driven 90 miles to perform this work and no one wanted to initiate a return and be forced to wait to resume work later.
The fan when powered produced a uneven looping noise which seemed to indicate an out-of-balance scenario. Much like a ceiling fan producing noises from being out-of-balance.
I then contacted the company at the open of business Monday July 1 and explained what happened.
I was sent a return request form via e-mail, which I filled out and returned. I was later that morning contacted by an employee who requested details of the transportation and discovery of damaged goods.
He then asked what I was hoping to get!! I simply explained just an exchange, as all I wanted was a new air handler without issues.
At the end of the day I receive an e-mail asking me to repackage the unit, take pictures, then send it to the retailer.
Tuesday morning I call and ask the employee EXACTLY how they wish it repackaged.
He spends minutes away from the phone, then returns and specifies the product be strapped to a pallet, using two straps. Nothing more. Then, after questioning, says a return shipping label will be sent to me via e-mail.
Within an hour I have the unit palletized and double-strapped, take pictures, and send it directly to the company with the claim number in the subject line.
I receive no answer throughout the day, and resend the e-mail near the end of the business day, with the claim handlers name in the subject line.
Weds. Morning I leave a message for this man with my name, number and the reason for the call (awaiting label). Friday I left a message early afternoon as well for the same claim handler.
The company has not responded any further to me as of this writing.
I Purchased (online) a combination order consisting of 1 Evaporator and 1 Air Handler/Gas Furnace on June 20, 2019. On June 28th the order was delivered to my driveway. The FedEx driver had both items palletized and shrink wrapped together and asked if I wanted to receive the order as it was packaged and I replied that I had no way to move these items to their final destination, which is the third floor of a condominium that lacks an elevator. He then separated the items and removed them from the pallet. As they were both placed in cardboard boxes he also said that I could open and inspect them later, as FedEx was one of the few carriers that would honor a delayed claim. I thought that this was logical, as my HVAC company was scheduled to arrive the next day for installation, and they are far better critics of HVAC equipment than I. So the driver and I carried the Gas Furnace upstairs after carefully removing it from the truck, where we placed it next to the front door of the condo where it was ultimately being installed. This area is the top of the building at the rear and used by no one for foot traffic other than the actual single occupant. When the HVAC mechanics arrived the next day, first they installed the condenser that I had bought a week prior, then, three hours after arriving, opened the gas furnace package. Upon unwrapping the cardboard they saw that the bottom pan had been severely dented and warped, as if the unit had suffered a vertical fall of at least one foot, likely more. After removing this pan it was discovered the blower fan inside had disengaged from the housing. Pictures were immediately taken from all angles both before and after the pan was removed, including one of the fan sitting uncoupled from the case. Then the mechanics suggested that we stand the unit upright, and provide temporary power to decide if the fan, after connecting it properly, would rotate properly and without any obvious signs of distress. They did this in the hopes that the evap/air handler ensemble could installed at that date, and the new system could be powered and functional as they had driven 90 miles to perform this work and no one wanted to initiate a return and be forced to wait to resume work later. The fan when powered produced a uneven looping noise which seemed to indicate an out-of-balance scenario. Much like a ceiling fan producing noises from being out-of-balance. I then contacted the company at the open of business Monday July 1 and explained what happened. I was sent a return request form via e-mail, which I filled out and returned. I was later that morning contacted by an employee who requested details of the transportation and discovery of damaged goods. He then asked what I was hoping to get!! I simply explained just an exchange, as all I wanted was a new air handler without issues. At the end of the day I receive an e-mail asking me to repackage the unit, take pictures, then send it to the retailer. Tuesday morning I call and ask the employee EXACTLY how they wish it repackaged. He spends minutes away from the phone, then returns and specifies the product be strapped to a pallet, using two straps. Nothing more. Then, after questioning, says a return shipping label will be sent to me via e-mail. Within an hour I have the unit palletized and double-strapped, take pictures, and send it directly to the company with the claim number in the subject line. I receive no answer throughout the day, and resend the e-mail near the end of the business day, with the claim handlers name in the subject line. Weds. Morning I leave a message for this man with my name, number and the reason for the call (awaiting label). Friday I left a message early afternoon as well for the same claim handler. The company has not responded any further to me as of this writing.
The company in question has issued a prepaid shipping label for the return of the damaged goods, 10 days after I first contacted them with pictures of the item.
Your organisation has been able to do what I could not-that is, to be heard by the retailer who would not acknowledge me.
Thank you for your efforts! and I wish to retract my published (online) statement at this time-pending a like-for-like exchange of the damaged goods.
I ordered a heat pump on Feb 17th for $1,744.33 They charged my credit card on Feb 22nd March 25th the ac outlet LLc called me to tell me that the price was a ''typo'' and the real price was $2,900. I replied cancel the order and credit my credit card, which they replied ok. It's now March 6th and still waiting for credit. Looks like i'll have to call capital one and cancel payment .myself.
Firstly, we would like to extend our apologies to our customer for the inconvenience he has experienced.
In response to Mr. Gioia's complaint, we would like to provide the following explanation. Customer placed his order on Friday, February 22nd at 11:00PM EST. Our offices are closed on weekends so we did not begin processing the order until Tuesday, February 26th. Our typical handling time from order receipt until shipment is approximately 2 - 3 business days. We immediately noticed a significant discrepancy in pricing on the particular item that was purchased.
The item purchased was a full, 3-piece cooling/heating system which consists of a three SKU model number:
GSZXXXXXX - CAPF3137B6 - GMVCXXXXXB list priced at $1,926.
The third model number above was listed missing a letter and does not actually exist, thus our pricing module did not price the system correctly. It only priced the system based on the first two model numbers as it could not find the third. This error went unnoticed for quite some time until this purchase. This typo was an unintentional, harmless human error, nothing more. As a website with over 14,000 product listed, it can happen. It is certainly not a scam as Mr. Gioia suggests.
After realizing the incorrect price, on Thursday, February 28th, one of our Sales Associates contacted Mr. Gioia to explain the situation. Our Rep. apologized for the inconvenience and explained to Mr. Gioia that this was indeed a "typo" or error in pricing and that the actual correct price based on all three components should be list priced at $3,196.00.
Our Sales Rep. stated to us that customer even acknowledged that the price seemed rather low for a 3-piece system compared to similar systems listed on our site. We apologized again and extended a rather significant discount for the correct system should he wish to proceed with the order.
Customer opted instead to cancel the order. Refund requests go through a couple of Departments at our Company (Verification and Billing) and can take up to 3 business days to process at times. We processed Mr. Gioia's refund on 3/4/2019. It is possible, with the weekend in between, that the banks took an additional 3 business days to process the refund which is most likely the reason for the complaint having been filed on 3/5/2019.
We sincerely apologize but mistakes happen and we can assure you and our customer that, at no time were we attempting to mislead, scam, or otherwise negatively impact his purchasing experience. We extended the generous discount, and still do, for the inconvenience that was caused.
We hope this clarifies any questions and/or concerns with regards to the matter.
Sincerely,
The AC Outlet Customer Service Team
placed order online for mini split. shipping policy stated free continental shipping. funds were immediately withdrawn. refusing shipment to Alaska
recently ordered a ductless mini split after many hours of online research looking for places that would ship to alaska. came across theacoutlet.com the shipping policy clearly stated free shipping to the continental US of which Alaska is part. I placed my order on the 25th of January. the funds were immediately withdrawn from my account and I received an order confirmation in my email outlining the order which again clearly showed 'free shipping' directly next to my Alaska address.
several days later I receive an email saying they don't ship to Alaska and would need a different address to ship to. I sent them an email stating my displeasure and showed them copys of confirmations I recieved. I have since recieved no response and the money is still missing from my account. this is a clear example of fraud. I have included a copy of my order confirmation as well as a copy of the shipping policy
The AC Outlet
Hello ***,
Thank you for your order! We truly value your business.
If you were satisfied with your purchase and our service today, we would appreciate if you could take a moment to write a brief review describing your experience.
Leaving a review couldn't be easier, simply click on this link to get started: http://bit.ly/theacoutletreviews
IMPORTANT NOTE: To all customers requesting shipment(s) to an alternate address, as an additional security measure, it is company policy that we verify the alternate Shipping Address with your credit card company. Please have the Shipping Address requested in your order added as an acceptable receiving address with your credit issuer as soon as possible to avoid any delays in the shipping process.
If you are shipping to your Billing Address, there should be no further action required. Thank you in advance for your cooperation and business!
You can check the status of your order by logging into your account. If you have any questions about your order please contact us at ***@theacoutlet.com or call us at (XXX) XXX-XXXX Monday - Friday, 9am - 6pm EST.
Your order confirmation is below. Thank you again for your business.
Your Order #201616831 (placed on January 25, 2019 6:15:00 AM EST)
Billing Information: Payment Method:
***
none
4192 taku blvd
Juneau, Alaska, XXXXX
United States
T: XXXXXXXXXX
Credit Card
Credit Card Type: Visa
Credit Card Number: xxxx-3821
Processed Amount: $2,056.72
Shipping Information: Shipping Method:
***
none
4192 taku blvd
Juneau, Alaska, XXXXX
United States
T: XXXXXXXXXX Free Shipping - Free
Item Sku Qty Subtotal
9,000 Btu 30.5 Seer Mitsubishi Single Zone Ductless Mini Split Hyper H2i Heat Pump System
Drain Line and Waterless Trap
20 Ft. / Trap
Line Set and Power Wire Kit (1/4 x 3/8)
30 Ft. / 35 Ft.
Outdoor Unit Pad or Bracket
Bracket (242 lb.)
Kumo Cloud Adapter
1 x Kumo
MUZFH09NA - MSZFH09NA-20TUBE - XXXXX-LSXXXXXXXXDMSF-35CABLE-DACA-WB-1-PAC-USWHS002-WF-1 1 $2,164.97
Subtotal $2,164.97
Shipping & Handling $0.00
Discount -$108.25
Grand Total (Excl.Tax) $2,056.72
Tax $0.00
Grand Total (Incl.Tax) $2,056.72
Thank you, The AC Outlet!
SHIPPING POLICY
1. All orders will include FREE SHIPPING within the Continental U.S.. FREE SHIPPING does not apply to Commercial Systems larger than 5.0 Ton.
2. If your order is placed and payment is received by 12 p.m. EST (Monday - Friday) the order will be shipped the next business day. Orders placed on weekends are processed on Mondays. We ask that you allow 7 - 10 days for shipment to arrive (in most cases it will arrive sooner). In the event of high sales volume, shipments may be delayed up to 2 business days. If an item in your order is on backorder it will require up to 7 - 10 days to ship from our facilities. All Special Orders can take anywhere from 3 - 8 weeks depending on the manufacturer in question. DO NOT schedule the installation of your equipment until you have received it. The AC Outlet can not be held responsible for any costs associ
i would like the company to be held to the word of the advertised policy and deliver my product as ordered and paid for. i would also like to ask that the owners of the company revisit the policy to edit and advertise accordingly
Dear Representatives of the Revdex.com,
This *** did place his order online, as such his order was processed by our system as normal.
Once our Billing Dept. recognized the requested shipping address he was immediately contacted to explain we do NOT ship to Alaska. He was offered the opportuntiy to select an alternate address in the "contiguous" United States and he refused. Instead he chose to remain firm on his position that we were attempting to defraud him.
The *** has since been refunded in FULL andwe have revised our Free Shipping Policy text to "Contiguous US" instead of "Continental US".
We provided this *** excellent *** as we do all of our customers. Please take note that in 11 years we have not had this issue and have serviced many customers in Canada and even Alaska.
If you are in need of any further information kindly advise and we would be happy to oblige.
Sincerely,
The AC Outlet *** Team
(The consumer indicated he/she DID NOT accept the response from the business.)
If your company new they didn't ship to Alaska your systems should have been programmed to know not to take money from my account as doing so would be taking payment for a service you can't/don't offer. Numerous competent online sellers clearly state in shipping polices weather or not Alaska, Hawaii and often Puerto Rico are possible shipping destinations. Others have even gone as far as to remove Alaska as an option in shipping drop down menus. Ignorance should be no excuse, Alaska is part of the Continental US and up until you recently changed it, your shipping policy clearly stated free shipping to the continental US.
You claim to have provided me excellent *** yet you have not responded to a single email. it is hard to claim excellent *** when you have provided none.
You also claimed to to have issued me a full refund after what has now been a full week. I did receive an email from "***@mail.authorize.net" on X-XX-XXXX at 10:42 AM which showed a refund confirmation stating the order was canceled by management. However, As of this writing 2/1/2019 at 7:30 pm pacific time this is STILL false. I have received no refund and as such my project will have been held up needlessly for a week.
Dear Representatives of the Revdex.com and Mr.,
The email you referenced from "***@mail.authorize.net" on X-XX-XXXX at 10:42 AM is confirmation of the refund processed on our end.
While we certainly apologize for the inconvenience experienced, to assume incompetence or ignorance is incorrect.
As stated in our previous reply, this is the first time, in 11 years and having done business with customers in Alaska in the past that we have ever had a complaint about this part of our Shipping Policy. There are many moving parts to running an e-commerce business and every company, regardless of their size, makes mistakes.
It is apparent to us that this *** is having a hard time trying to find a company that will ship HVAC equipment to his state. As such, we can understand his frustration when he was led to believe that we would, however, to exacerbate the issue due to an innocent misunderstanding is not fair. We did not omit the proper language from our shipping policy out of malice or to misinform potential customers, quite the opposite.
In the initial complaint, alleges fraud were made due to funds being withdrawn. This allegation is categorically false. It is customary, as with most web purchases, for funds to be immediately withdrawn from a purchaser's credit or debit account by payment processors upon purchase. This is not a process of which only The AC Outlet utilizes. We IMMEDIATELY cancelled and initiated a refund of the amount once we confirmed that *** did not have a shipping address outside of Alaska. Banks and/or credit companies can often take several days to return funds to a purchaser's account. Again, this is industry standard and not something a seller has control over, only the payment processors and banks.
Once again, we apologize for the inconvenience this may have caused. We can assure you the funds have been returned. Kindly advise if you need any further information from us.
Sincerely,
The AC Outlet *** Team
I ordered two complete systems from this company three years ago. Both systems are still running great and have had no issues. I received one of the best prices online for a quality product.
Dear Mr.
Thank you for taking the time out of your schedule to write a positive review on The AC Outlet and the products we offer!
Most are quick to write negative reviews on a company when their experience is sub-par but few do so when all goes well. For this, we thank you. Furthermore, we are happy to hear your systems are running well. Happy New Year and may 2019 bring only the best to you and your family!
Sincerely,
The AC Outlet Customer Service Team
purchased a new central HVAC system.ac unit was damaged and was not what I ordered. they have been uncooperative in replacing unit.
received quotes from*** a. called her and ordered on 8/1/2018. specified which quote. when installed saw damage and called them. they said they sent me an email telling me to not accept delivery unless I open the boxes and inspect them. there was no email. they promised delivery to my home. I had to load up a trailer and meet fed ex 5 miles from my home. my installer discovered it was not what I ordered should of had a heat pump. called them and they promised to make things right stating they would pick it up at my place and repackage it.
they made me file at Fedex claiming it was their fault. this took 2 to 3 weeks to accomplish. by that time it was getting cold up here and I have a house full of kids. I was promised they would come and fix the problem, stating they would come and get it and repackage it. I called and *** then tells me her boss wants to talk to me and told me dates and times to be available. september 12 to 14 where the dates there was no call. by this time I had enough and I called my credit card company and charged them back.*** called me 3 days later and tells me I have to repackage the unit. the unit had to be steel banded to a pallet wrapped in cardboard with corner posts. after three days of calling packaging companies I called *** and told her nobody will do this. she did not care. I found a company two hours away that sells ac equipment and with a purchase of a new unit and $50 they would package the old one. I called *** to tell her she could send me a bill of lading that she promised and she said she could not help me because I charged them back. I told her if they would do what they promised I'm more than happy to pay them.she did not care.
while all this is going on the person who I ordered from sent me an email telling me that if I would give her an order she would take an additional 2% off the cost.*** a was the person who sent me emails with quotes. I then realized whoever answered the phone when I ordered was not*** a. it was another employee who said she was***. she looked up the wrong quote and sent me the wrong products.
september 20th was when I repackaged the unit and purchased another unit. it was really getting cold and we had no heat source to keep warm at night.
august 16 was when I received the invoice via email stating that it was not a heat pump. the same day I called them to tell them they sent the wrong product. I was told by *** on august 22 to use the full purchase price amount when filing with fedex.
my electric supplier was offering a $1,500 incentive for a new install of an efficient furnace with a 16 seer heat pump ac unit. because my units are not mismatched I can no longer get that rebate.
my credit card company reimbursed them all the money based on their reply to the incident. which contains statements that are false and dates that are also wrong. after this happening I called *** stating that I need to get the original unit back to them. so please send me a bill of lading so I can get my money back she replied she could not help me and she would tell someone in finance to call me . that was three days ago no call. fedex told me that ac outlet has more returns and problems than normal. since they actually have not done one thing to fix the issue.I truly believe they sell damaged goods and they have a system they use to accomplish selling them at retail prices and not backing up their products so that their onetime customer is stuck with a damaged product. it's virtually impossible to palletize these units the way they want. we offered to bring the unit back to them ourselves but they said they would not accept that.*** did not tell me to take a picture of it, another lie. I disposed of the original packaging because I have no place to store pallets and a huge amount of cardboard. the original packaging was in good shape there was no indication that there was damage inside the cardboard.
We just want to return the outside ac unit and get our refund.
Dear Representatives of the Revdex.com:
Mr. order was placed online, fulfilled timely and accurately. He received an order confirmation email immediately after placing his order as every customer does where he could clearly see that the outdoor unit he ordered is NOT a Heat Pump. It is important to note because Mr. claims "my installer discovered it was not what I ordered should've had a heat pump". The Order Confirmation (on file Exhibit A) states he ordered a Gas System with the Outdoor Unit option stating "NO HEAT PUMP".
The Order was shipped and delivered to him via FedEx Freight on 8-10-18. He received a Shipping Confirmation email containing his FedEx Tracking Number, as well as specific Delivery Instructions explaining the inspection process thoroughly and recommendations to note any damages found on the Delivery Receipt prior to signing for the merchandise (Shipping Confirmation on file Exhibit B). Mr. received the merchandise, signed for it free and clear of any damages (Delivery Receipt on file Exhibit D).
On 8-16-18, Mr. contacted us via email stating that he ordered the wrong unit and wanted to exchange the condenser in question for an entirely different model number, now a Heat Pump System. Please view email request (Email Exchange on file Exhibit E) as proof that the customer is acknowledging he ordered the merchandise incorrectly and inquired about the procedure to return. It is clear, his claim that he did not receive what he ordered is false representation.
In our continued efforts to assist and provide Mr. with excellent ***, we emailed him on X-XX-XX authorizing the return of the unit, instructing him to pack it in the original box with the original shipping pallet in order to restock the item. We stated that he should contact us once the merchandise was packaged properly and ready for pickup providing a picture of the merchandise. He was explained we would refund the condenser price once we have received it back in our warehouse (Email on file Exhibit F).
Mr. did NOT return the merchandise in question, instead filed a dispute with his credit card company and is still in possession of the equipment.
In addition, let it be noted that Mr. claim stating "my credit card company reimbursed them all the money based on their reply to the incident" is false as well. Although we do hope and expect to be credited for the merchandise he has in his possession, as of today, our account remains debited the full amount of this disputed transaction and we have yet to see reimbursement. In short, we are out of the money, out of the equipment and negatively impacted by Mr. false accusations and courses of action. Lastly, all of our equipment is purchased new, on a weekly basis from the manufacturer, inspected upon receipt and prior to shipment. We have been in business for over 10 years satisfying tens of thousands of customers with their air conditioning needs on an annual basis.
We hope that the information we have provided is sufficient to determine we have provided this customer with an acceptable level of service. Thank you for taking the time to review our response and supporting documentation regarding this false claim. Should there be a need for further information please do not hesitate contacting us, we would be glad to oblige.
Sincerely,
The AC Outlet *** Dept.
I ordered what I was told was a complete heating system from AC outlet, only to find out that it was not.
I heard about this company from a co-worker who said that they bought a system from them and it worked great. I'm on a fixed income and thought that this would be a great alternative to my gas heat.I spoke with a sales associate name *** who assured me that I was ordering a all inclusive Rheem system. I placed the order totaling $1,173.66 on my Mastercard. *** concluded the call assuring me that my system would arrive in 3 to 4 business days. After two weeks and still no system I contacted the business again only to be told that my system had already been delivered to me. I informed ***a that I had not received the system could she track the package. The racking showed that my shipment was setting at a Fedex center. Finally I received my system and called the installation company for the install. The technician arrived open the package and quickly informed me that I was missing a key part to the system.He proceeded to tell me that there was a part that should have come with the system that went under my home and he would not charge me until I received everything. I called ***a the next day to inform her of my situation since she told me when we first spoke that I was ordering a complete system. That's when the run around began. She proceeded to tell me that they have two types of heating systems and that mine required another part which ran for $500+. (Not what she told me in the beginning) ***a said she would email me a complete list of the system parts and the price, but I have yet to receive that email. I have emailed photos and all the information that the company has requested. I inquired about sending the system back, however shipping with either Fedex or UPS would cost between $500 to $800 dollars. Buying this system has already maxed out my budget for my winter heating bill and I now have to purchase gas for heat. After countless emails and phone calls I still have not resolved my problem and can no longer get in touch with anyone to help me resolve this issue.
I would like to receive the system that I first ordered with all the complete parts at no extra charge. If this can not be accomplished I would like a full refund and their product to be returned at their expense.
Dear Representatives of the Revdex.com:
Mr. placed Order # XXXXXXXXX on August 29th for the following:
- 2.5 Ton 14 Seer Rheem / Ruud Heat Pump
The merchandise he received is what was ordered.
This is the OUTDOOR part of a system, specifically the "Heat Pump", as stated in the title of the product and included in his order confirmation (which was emailed to him at time of purchase). We are not onsite to know the application of each customer needs, we depend on the information provided by the customer and/or their installer at time of purchase to be accurate and knowledgeable to ensure the application is correct.
With this said, if Mr. needed an additional component to complete his system, we would have been happy to provide but of course there would be additional cost associated, as the complete system is more expensive. We would have discounted the item as much as possible but "at no cost" is not an option. If he were to take the time to compare vendor pricing, he would find that The AC Outlet's pricing is some of the most competitive out there. "Free" is simply unrealistic.
Mr. inquired about returning the item as well, which is the alternate option, but there are costs associated with a return of merchandise as well. At the end of the day, we are here to assist our Customer to resolve his issues, however, he must understand that shipping free merchandise or returning goods at no cost is an unreasonable request. In our last communication with Mr., we were awaiting pictures of the item, packaged and ready for pick-up to return to us. If he would kindly follow through, we can help close the matter out.
We hope this clears up any concerns. Kindly advise if you need any further information and we would be happy to oblige.
Sincerely,
The AC Outlet *** Dept.
This place is horrible , they said the unit was in stock took 2 weeks processing. I live 15 minutes away from them. After 2 weeks once I called about 6 times I still never got a tracking number so when I called for the 7th time they actually told me they did not know when the AC was going to get there. I cancelled my order because I never received an air conditioner and they're holding $300 of mine which I don't want to return.
Dear Mr. and Mrs.
We do sincerely apologize that your purchase experience with The AC Outlet was anything less than excellent. Customer Service is extremely important to us as a Company. Furthermore, it is unfortunate that sometimes our Factory shipments get delayed in transit if a particular model is out of stock (which was the case with your order). As for the Cancellation Fee, it was an oversight by our Credit Department as we never hold funds on an Out-of-Stock item. The error has since been corrected and a refund has been processed to your credit card for the fee previously held.
We are truly glad you took the time to provide this review as it gave us the opportunity to remedy the error. We hope that you might consider us in the future should you have the need.
Sincerely,
The AC Outlet Customer Service Team
Your still keeping 5% from the purschase price .why are you keeping 5% for an item that you display online as in stock but do not have the unit at your facility but your penalizing us for your false advertising . We want a full refund because we never received an item from you so there's no 5% to restock when something that you never sent out that you did not even have in your facility. We also bought a heat strip for $170 we never received it or received a refund for that either. Your reply sounds very nice and professional but you don't conduct your business that way because you would have refunded the full amount for the AC and the heat strip.
Dear Mr. and Mrs.
The above email is incorrect. The refund was processed to your credit card on 10/19/18. Please recheck your credit card statement.
Sincerely,
The AC Outlet Customer Service Team
I received a condensing unit with no refrigerant and The AC Outlet will not pay for removal and reinstallation or ship out a new unit immediately.
I purchased HVAC equipment on May 30, 2018, received it on June 6, 2018 via FedEx and had the equipment installed by Coach Mechanical, LLC on June 7, 2018. Order No. XXXXXXXXX. I received a faulty condensing unit, Model No. GSXXXXXXX, Serial No. XXXXXXXXXX, from The AC Outlet. The licensed HVAC installer stated the condensing unit's compressor was flat when he tried to test the system after installation and the condensing unit must have been shipped without being charged with refrigerant or had a leak from the factory. I contacted The AC Outlet warranty department and spoke to *** S. on June 8, 2018 to submit all required information for a replacement. I contacted the warranty department again on June 11, 2018 and spoke to *** S. and she said her manager refused to pay the labor to have the faulty condensing unit removed and replaced with a new condenser and would only give me $100 credit. The estimate for labor I received to remove and replace the faulty condenser was $435. Also, the manager refuses to ship me a new condenser without first receiving the labels from the compressor and condenser via mail, though I was told by *** in the warranty department on Friday, June 8 that pictures of the labels would be sufficient to start the replacement process. I sent the warranty department pictures on Friday and mailed the labels regular mail. I have requested to speak to the manager, but have not received a phone call or email from the manager about a resolution to my request. This is no fault of my own that The AC Outlet sent me a defective condensing unit that was not charged with refrigerant, so The AC Outlet should be responsible for Removal/Reinstallation fees and ship a new unit immediately, since my family and I are suffering from 100 degree weather at no fault of our own.
I want The AC Outlet to pay for the replacement and labor of the faulty condensing unit they shipped to my residence and ship a new unit out immediately.
Dear Representatives of the Revdex.com:
Mr. Warranty Claim is in process with our Warranty Department and his replacement unit was shipped on June 11th.
As for the labor charges, there are requirements set forth on us by the manufacturer. We do not manufacturer the products sold and depend on the respective manufacturer to properly test and guarantee their product.
The procedure to provide a Labor Warranty Claim involves the requests we have made to Mr. in order to file and provide reimbursement.
We hope this clears up any concerns.
Sincerely,
The AC Outlet *** Service Dept.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by *** S. in the warranty department that labor would be paid once I provided a receipt. I called The AC Outlet on Friday, June 15 to ensure they received the labels from the compressor and condenser via mail and they verified that they received them. I received my new condensing unit Monday, June 18 and had it installed by Coach Mechanical LLC, which I paid $435.00. The AC Outlet needs to refund the money paid for removal of the faulty unit they shipped me and installation of the unit I received Monday, June 18. Please see attachment of the removal/replacement. Lastly, I have tried to speak to someone in the warranty department both Friday, June 15 and Monday, June 18, but I've only been told Noreen S. is not there and they're unsure of her return. There appears to be no one that can close this claim and get my warranty and refund completed. The manager and/or management has yet to contact me about this issue.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a new condensing unit and reimbursement for the cost of the removal and installation of the faulty unit.
Dear Representatives of the Revdex.com:
Mr. Warranty Claim was satisfied and closed on June 22nd.
We hope this clears up any concerns.
Sincerely,
The AC Outlet *** Service Dept.
Company sent me a dual fuel system that switches between propane and electric. It was marketed as a complete duel fuel system. I bought 9 months ago
The unit has run for 9 months and I noticed all my propane was used up. Then I called a licensed repair man and he told me a board to switch between propane and electric was missing. That why I was only burning propane. Cost me much more than electricity since I am on solar. Called the company and they said the part is extra $69.12 to which I answered that it should have been with the system if marketed as complete. They said do you want to buy it. .
Reimbursement for propane used and reimbursement to my repair man for the missing part.
Dear Representatives of the Revdex.com:
The Dual Fuel Control Board is indeed sold as an accessory to the systems found on our website. There is no mention of it being included with the systems in the product or system description(s).
A "complete system" as categorized on our website refers to the equipment components included in the listing. In the same manner a split Air Conditioning system is complete but can have an electric heat kit added as an accessory.
The Individual Components category however would require and additional piece of equipment in order to function as a whole.
The Control Board sells for $69.98 and is currently offered with a 10% Discount and is readily available to those wanting to purchase.
Please let us know if you have any further questions or concerns.
Sincerely,
The AC Outlet *** Service Team
AC Outlet shipped me a repacked damaged product, was quick to offer a small credit that absolved them of later major damage found.
I ordered (Order #***) Goodman GMHXXXXXBN furnace from this company in the midst of winter on 12/28/2017 for $513 via PayPal after my furnace died. The furnace arrived wrapped in an undamaged, unlabeled cardboard box. Upon getting the product into my basement and opened, it was discovered to be dented/damaged in a corner where the plenum attaches to the furnace. Needing heat and not wanting to deal with shipping the heavy item back, I asked ACOutlet if they would offer a discount as the damage was cosmetic and could be solved with some ingenuity. ACOutlet was quick to email a PDF for a $50 credit towards my purchase, if I would absolve them of all future claims which I obliged.
Upon getting a HVAC company to come install the furnace, it was discovered by the technician the blower motor mounting was stripped and unattached on the bottom of the furnace beyond repair (in his theory, due to the product being dropped). In contacting ACOutlet, I was told that a credit was issued for damage, and that if I would like to pursue the matter I would need to contact the shipper (FedEx) and file a damage report. In contacting FedEx, I was told in order to file claim, the seller would have to sign a claim not to pursue damages.
After contacting ACOutlet to share this information, I was told I already received credit for damage, and they would not assist in helping to pursue the claim with FedEx.
During this process, I ordered the exact same model product from a competitor as my HVAC system duct work had just been customized for it. Upon delivery, it was noticed that this furnace came with no exterior cardboard packaging, just shrink wrapped with corner heavy duty protection, much like what was under the cardboard wrapping ACOutlet shipped their unit in. Leading one to wonder why ACOutlet would go through the trouble to cardboard wrap their unit in the first place.
I would like ACOutlet to refund my $463 balance remaining.
Dear Representatives of the Revdex.com:
We are not sure how this complaint went unanswered, however, Mr. did indeed accept and receive a $50.00 credit in consideration of the damage incurred in transit.
As for the inquiry regarding the need for additional cardboard packaging, well, the only reason is to further reduce the chances of dents and/or scratches during delivery.
The additional packaging materials are at the cost our time and expense, we do this because quality control is of high importance to us as a Company and although we understand damages can occur we try to minimize it as much as possible.
Once again, we apologize for the oversight of this complaint, it is customary for us to address each and every concern in a timely manner and find an amicable and feasible resolution.
Sincerely,
The AC Outlet *** Service Team