ComplaintsforAC4Life

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******* air conditioner/ furnace kit from them on March 16, 2022 for 4,541.08$. I was charged extra for lift gate service. On Monday, March 21 the kit was delivered in a rental van. Before I could open and inspect the shipment the delivery guy drove away. I did not sign for it. I opened the lid on the first package which was an evap coil, and it was obviously used. The fins had been bent, the unit was scratched, and the lines had been opened with the charge leaked out. I slid the top off of the condensor unit to find it had been dented, and the dent was pressing against the coil. I stopped opening the system then and tried to contact AC direct and they had closed by then. I called AC Direct the next morning and told them what happened, and that I would not accept the shipment. after being rude and denying it the person I spoke with named Kate asked for pictures and told me someone would contact me by the end of the day. I sent Kate pictures of the damage and she apologized for the inconvenience. I left the rest of the shipment untouched and in place in the driveway as it had been delivered and awaited response. I was not contacted again, and Friday the 25th I got home to find the system gone with no replacement left. I texted Kate with AC Direct and she told me she forwarded the pics to ******* location and had not heard back. she then said they are closed and it would be Monday morning. I told her I was going to buy units from a more reputable company and I wanted my money back. Even though Kate told me it would be Monday, she contacted me repeatedly throughout the weekend to ask what part of the shipment I was refusing. I told her each time that I was refusing the entire shipment, and that I wanted my money back. I felt like she wasn't reading or understanding my messages. Then on Monday Kate called me and told me I signed for the delivery, and asked me to confirm my signature in my email. The email had a my first name forged on it sloppy. I'm upset

  Business response

  05/18/2022

  Business Response /* (1000, 10, 2022/04/28) */ The customer did purchase a ******* brand AC system and gas furnace from our ecommerce website for delivery directly from the manufacturer distribution center to their home. The manufacturer (*******) was responsible for delivery, which was completed quickly. The freight truck drivers are not requiring signatures on the bill of lading (delivery receipt) due to covid conditions and local restrictions. Instead, they write the customers first name on all delivery receipts for now, The customer has acknowledge he received the equipment and says it was damaged. No damage was noted on the delivery receipt and we cannot file damage claims without proof the damage occurred during delivery and not while it was in the customers possession, post-delivery. All customers are notified to carefully check the order for damage. If they see damage they are told to refuse the order and we will replace it for them. However, we have offered the customer a full refund if he would like. We will, of course, need to pick the equipment up from the customers home. He has failed to make the equipment available to us so we can apply a refund. He is telling us that *******, the largest air conditioning manufacturer in the world, came and picked the equipment up without notice or arrangements of any kind. Basically he is saying that ******* will not acknowledge they picked up the equipment and that is why he refuses to make it available for pickup. Customer has not responded to 2 voicemail messages indicating we are prepared to pick up the equipment and offer a full refund. No freight deliveries and pickups of any kind are ever initiated without prior arrangements with the customer. We are prepared to issue a full refund once the customer makes it clear that ******* can arrange the pickup of the equipment.

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