Complaints

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• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occurred on 10/19/2023
  Here are the facts. I have a home warranty with HWA (Home Warranty of America). For any claims, they have a $100 deductible per occurrence. This is money charged up front by the vendor on their behalf as part of the claim. It is not a fee for assessment. It is a deductible for the occurrence of a needed repair. I had a broken furnace. Awesome Air was assigned to repair my broken furnace on 10/19/2023. He came was here for less than 5 minutes, I showed him the failed part, and he charged me the deductible. He was authorized by the warranty company to make the repair. He supposedly ordered the part, an inducer motor fan. I say supposedly, because in the days that followed, him and his wife who own and run Awesome Air refused to answer the phone, giving one excuse after another, and texting me instead, telling me they are having trouble getting the part and their “hands are tied”. (owners are Joseph and Brenda Gilliam). Yet I looked up the part myself, a very common part, and I found it readily available online from a number of parts vendors. I followed up multiple times and they kept blowing me off. Around October 29th, temperatures were dropping in the 20’s so the lack of a working furnace became a critical and dangerous issue, yet still they blew me off, continuing the lie that their hands were tied and the part was unavailable. On Tuesday October 31, 2023 at 10:11am I received this text from Awesome Air: “Unfortunately we have severed our relationship with home warranty. We apologize for your inconvenience.” They gave the excuse that they have trouble getting paid by the warranty company. While I sympathize and don’t doubt this, them accepting $100 was entering a contract to fix my furnace. They could have. They chose not to. They broke the contract yet kept my $100 and refuse to refund it. I disputed the charge, but they are claiming it was their trip charge. It's invalid to charge and then refuse to complete the work. That's fraud.

  Business Response

  Date: 01/19/2024

  Have given a refund already!! & we do not do business with your home warranty company anymore because they would not pay us for work completed we have filed a BBB with this home warranty company also!!! Awesome Air has refunded he $100 I have my square report that show the refund was paid! & $100 was for diagnostic services & trip fee that was not for repairs. 

  Can send photo or refund 

  ASK HIM IF HE GOT HIS REFUND?

   

  Customer Answer

  Date: 01/19/2024

   
  
  Complaint: ********
  
  I am rejecting this response because:
  What they are telling
  you is incorrect. They have NOT given a refund. They refused to give a refund.
  I have text messages as well to support this. I would need to find them and screen shot them, but they denied owing me a refund and said they were keeping my money.

  
  When they quit working
  for the warranty company after collecting my $100, never to return, and never
  to return my phone calls, I disputed it with my credit card. Initially the
  credit card company removed the charge. The attached letter from Sears
  Mastercard was them telling me they put the $100 back.

  
  When that happened I called
  and left a voice mail demanding they refund it. They refused, claiming it was
  their fee to diagnose it. If a company went around diagnosing things, charge
  $100, refuse to come back and fix it, they could earn a lot of money without
  ever doing any work. The $100 was not their fee, but what the warranty company
  has them collect as the deductible toward the repair. The $100 is my part, and
  the remainder is from the warranty company. By them quitting the warranty
  company and keeping my money, this amounts to a bait and switch theft. They
  could have come back and fixed it. They chose not to. I had to pay someone else
  to fix it after they literally left me freezing.

  
  They are lying. They did
  not refund it. The screenshot they attached was the original charge. Practices
  of this company are deplorable, which is why I had to report it. If they refuse to refund it, this will not end here. I can have a very loud voice when I am wronged. I have tied to let them make it right and they refuse, which is why I am asking for help. All I want is my $100 back since they refused to come back and complete the repair.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/22/2024

  I will send in my bank statement & I have show you the statement from square & HE IS NOT TELL THE TRUTH!! YOU CAN SEE THE STATEMENT ITS FROM SQUARE  & ITS. IT FROM THE RETURN  NOT THE ORIGINAL IT HAS THE ORIGINAL DATE BECAUSE THAT WHAT WE RETURNED I WILL SEND YOU BOTH COPIES OF MY BANK & SQUARE THEY HAVE BEE RE FOUNDED THE $100 & LIKE I SAID I DUD NIT HAVE TO RE FOUND BECAUSE I DID THE DIAGNOSTIC & TRIP FEE WAS THE $100 SO LEGALLY I REALLY DIDN'T HAVE TO REFUND & WE DID ANYWAYS I WILL HAVE SEND IN COPOF MY STATEMENT FROM BOTH SQUARE  & MY BANK SHOWING THEY HAVE BEEN RE FUNDED ALREADY 

  Customer Answer

  Date: 01/22/2024

   
  
  Complaint: ********
  
  I am rejecting this response because:

  All the yelling in all caps
  makes no sense. I am certainly NOT lying.

  The fact that they are insisting that they think they gave a
  refund makes me wonder if they even know they have my money.

  Facts:
  10/19/2023 I was charged. This was the screen shot they showed.

  Please find in the attached, letter from Sears dated 11/7/23.
  This was the start of the dispute. Sears removed the charge. Awesome Air did
  not refund me. Sears removed the $100 during the dispute.

  On 12/15/23, after Awesome Air told Sears whatever they told
  them to justify keeping the $100, Sears put it back on my account. Perhaps
  Awesome Air is unaware the $100 came back to them, but the 12/15/23 letter
  tells that they reinstated the charge to me. There are additional pages that
  are very hard to read from Square.

  Once I saw this I re-disputed it. Letter 12/29/23 came a letter
  from Sears saying “we have no recourse to recover the funds”.

  Attached is my Sears card statement clearly showing that on
  12/15/23 the $100 charge via Square to Awesome Air was returned.

  When Awesome Air replied, I checked to see if they had refunded
  the $100 and they have not. Again, maybe they think they “refunded” the money
  when Sears removed the charge and they don’t know that they got the $100 back,
  but my paper trail very CLEARLY shows that the $100 is on my bill.

  I ask that they check their bank statements around the
  12/15/2023 date and they will find the $100.

  This wouldn't have happened had they completed the repair.
  After 2 weeks they quit the warranty company, and then I had to
  pay someone else to fix what they didn’t. I simply want my $100 back since they
  quit the job. I’m hoping now with this detailed paper trail they can see that
  they do in fact have my money. If they show a refund but it’s in October or
  early November, that was reversed on 12/15/23 so they would need to provide
  statements showing all of December from the 15th on. 
  
  ******* *********