ComplaintsforAbsolute Air Authority

• Initial Complaint

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In my opinion, DO NOT use Absolute Air Authority- ****************** are charging a hidden fee that was never agreed to or in writing, no contract signed, sent a representative to my home to collect payment! NO work was done, ONLY supposedly a FREE quote!!!Now they threatened to send us to COLLECTIONS tomorrow!We are done with this HARASSMENT!!

  Business response

  02/10/2023

  1. October 3, 2022 - Absolute Air reached out to ********************************* at the request of *************************, property owner, to inquire how they would like to proceed with the Claim #s ****** had already obtained from the warranty company.  (See exhibit 1 - Email October 3, 2022.)
  2. We then made the appointment for October 12, 2022 and went out to diagnose the issues based on the 2 claims **************** filed with the home warranty company.  *****, Absolute Air, Tech, and **************** present at this appointment.  The issues of the systems were verbally discussed, **************** then said he needed the estimates to submit to the home warranty company as the home warranty company would pay 100%, so no service/diagnosis fee was collected at that time.
  3. October 13, 2022, the 2 estimates and diagnosis of the issues were sent over to **************** and the home warranty company.
  4. **************** at some point decided to do the work himself and forgo a professional to handle the jobs at hand, at which time he became responsible for the service call fee (as their home warranty states).  This is clearly printed on estimate #****, $100 would be due whether the quote was accepted or not. (See exhibit 2 and 3 - Estimate **** and 5386.)  The reason for the initial $100 service call fee is because that's our standard fee outside of a home warranty to service and diagnose.
  5. With the home warranty company, technically with 2 separate claims, a client is liable for $89 per service call, however we only invoiced **************** for 1 service call fee of $89 per the home warranty company. (See exhibit 4 - Invoice dated December 1, 2022 for $89.00.) 
  6. After numerous phone calls and messages left; ***************************, aka ***************************, returned our call and stated that **************** said he would not pay the $89.00. (See exhibit 5, ********************************* instructions on what the process is for filing a claim.)
  7. We, (Absolute Air), made one more attempt to collect on January 24, 2023, via phone with *******, ******* wife, and let her know very nicely we had also attempted to have the home warranty company waive the service call fee, however, the home warranty company stated (on January 24, 2023), that they would have covered all service call fees and most of the jobs presented, but the customer chose to do the work himself according to their records and call log.  We did give one last opportunity before turning this over to collections and all we got was a bad ****** review from ******* on our business page (which included false accusations and chain of events); and a claim with the Better Business Bureau.
  
  
  Their request for a resolution of an 'adjustment' on the bill has already been done.
  The $89 is still due; which originally was $89 + $100 = $189.00 with the home warranty company OR $100 flat rate as they did not take advantage of their home warranty program coverage.
  
  We request:
  1. The $89 to be paid by **************** no later than February 24, 2023 or we will proceed with collections.
  2. This claim with the Better Business Bureau to be dropped and released from Absolute Air Authority LLCs record.
  3. ******* removes the slanderous and false accusations on the social media sites she has posted:  ****** Business review and multiple ******** groups; and sends proof of removal.
  

  Customer response

  02/21/2023

  Good Evening, 

   

  I apologize for the late delay, this is not my updated personal email and I apologize the message was lost in being transferred to my new email. 

   

  As for my complaint #18904324, the owner had sent an employee to my house not on one but TWO occasions to collect payment for a "service call" for service not being completed. 

  The work HAS not been touched at all by anyone, not Absolute Air, not myself or ******. 

  We have spoken to our home warranty on numerous occasions, and they also have an agreement that no service was started or completed, that the service "fee" was only mentioned after we decided not to go with them as our service provider. 

   

  The company offered a "free estimate", we had them come out, was given a quote, and when we decided to not go with their company, we were sent a fee. One that was told to be FREE. 

   

  NO service agreement was made between homeowners, the warranty or Absolute Air. 

  Per the home warranty company, they and the homeowners are not responsible for service fee that is not in contract prior to quote. 

   

  The company advertised a free quote, then to decide to throw 2 service fees for ONE time coming out to the house, not looking under the house, standing outside. 

   

  My family and I have been harassed by this company, and many on social media have had similar experiences.  

  Business response

  03/01/2023

  Absolute Air Authority did not send anyone to her home to collect any service fees. Her friend who worked for us at the time was questioned and stated to AAA she never asked for payment as that was not her role with the company.
   As stated in Exhibit 5 Start A Claim.
  #1 Start a claim online, once completed, you will receive a claim number.  You may then call the contractor of your choice to diagnose the claim.  
  #2 Once a contractor is onsite before any work is performed you must call them again for approval to perform work.
  3# ************ **************** rep will provide determination of coverage, if  approved, set up payment.  Opening a claim is not a guarantee of coverage.  If no coverage failures, you will be responsible for the entire cost of the service call and any work performed.  
  A deductible is required for every approved claim.
  The approved claim numbers issued by  **** customer service are:
  ******** Duct work  
  30396789 HVAC repair
  Exhibit 6 shows Warranty Policy - You must have approval before work is done.  You will be required to pay a deductible per trade call, or actual cost, whichever was less.
  
  
  All home warranty plans consist of a service call fee, which is either collected directly from the home owner or in advance with the warranty company to start a work order.  The only person that requested payment was our service technician, and he was told by the policy holder ************************* that **** (********************************) was paying for this.  
  When the technician returned to the office the following day we tried pursuing the money with both **** who stated the customer was to pay the fee and repeated a conversation between customer and them from their notes stating customer was told to pay the service fee.  
  
  
  We then started pursuing the customer for payment with no return calls for over a month.  We then received a call from *************************** (******?). who claimed that AAA employee told her that the estimate was free; and she did receive the free estimate.  However, the "service call" from the home warranty company is not free, as explained above.  (FYI, *************************** (******) is not even on the home warranty policy; her husband/boyfriend is the policy holder.)
  
  My previous letter states the terms of acceptance to our company for payment.  
  
  
  I never replied to anything on social media to either homeowner; she posted those herself.  I did contact the admin of the *************** ******************* page that her ********** post was in violation of the terms of that page and the post was removed.  ********** Business page review was not removed.
  
  
  Exhibit 8 Invoice with notes at bottom showing all contact and that this emailed invoice was opened.

  Respectfully submitted by,

  ***********************

  Owner

  Customer response

  03/06/2023

   
  Complaint: 18904324
  
  I am rejecting this response because:

  The homeowner warranty was a gift from our realtor. 

  Nothing has been signed in writing by either ****** or myself. 

  The ****** review WAS taken down. 

  
  

  At this point, ****** and I want nothing to do with this company. 

  There is no signature in writing, no written agreement between us, Absolute Air or the home warranty company. 

  
  

  We move to discontinue this claim and be done with the owner of Absolute Air. No payment will be made to Absolute Air. 

  
  

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

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