Purchased a complete Rheem central air conditioner with gas heat and it was delivered May 9, 2016. It was delivered with all 3 boxes on a pallet and in good condition. We are remodeling and our contractor is way behind schedule. On Saturday May 6, 2017 we opened the boxes with the inside AC coil and the gas heater. We discovered that the plastic condensation drain pan was cracked. Even more surprsising was the the opposite corner was also cracked, but it had been repaired with some sort of silicone caulking.
I contacted The AC Outlet and spoke with Noreen. She was very pleasant and even apologized for my problem. Noreen requested pictures and I quickly replied with the pictures documenting the damage and the repaired damage. Noreen then called and requested that I make it ready for shipping and she would email the label for return shipping. She said that they were ordeing a replacement and it would be shipped as soon as the original equipment was returned
She then called back and explained that the 1 year had expired and i would be responsible for all shipping. I explained that it was received on May 9 and we were still under the 1 year. She then offered to split the shipping 50/50, but she would have to get approval from her manager and call me back.
After a while I had not heard, I called her. Now it has changed again and I am being advised that they will only warranty the condensation drain pan and I must pay shipping and return the damaged part or pay approx. $45.00
Let me explain that the damaged condesation drain pan is installed in the bottom of the inside unit that contains many parts and it must be basically dismantled to install the replacement part of a brand new just out of the box unit.
We choose Rheem from a previous experience. It is quite disturbing and disaapointing that a brand new central air conditioner is requiring warranty parts and it has not even been installed or operated yet. It was jus removed from the original shipping box. Sadly this does not represent The AC Outlet or Rheem very well. Mind you that I paid $2375.51, not such a bargin!
They claim you get a warranty but the manufacturer claims otherwise. This is copied directly from the Limited Warranty Document of Trane and American Standard.
BEWARE...
Base Limited Warranty .
EXCLUSIONS: The following are not covered by this limited warranty:
Products purchased direct including, but not limited to, Internet or auction purchases and purchases made on an uninstalled basis.
I purchased an AC unit from the https://www.theacoutlet.com over the phone, and they held the unit because they wanted me to sign an authorization form for the charge before they release the unit. Since I couldn't get a local installer to install the unit that I purchased over the phone, I decided to install the unit with a local company instead.
I contacted The AC Outlet, and let them know that I purchased a unit through a local company and refund the price for the unit I bought from them. They took several days before answering me, and instead of refunding me the money, they offered me a five percent discount on the total price. I told them again that I had already purchased a different unit.
After serveral days of back and forth emails, they refunded my credit card a partial refund, with a 5 percent processing fee because that is their policy listed on their website. The thing is that I was never told about those terms when I purchased the unit on the phone. How can they apply this rules to people that purchase on the phone from them? The unit was never shipped.
Again, the total charged to my credit card was $2,523.62, and AC Outlet refunded me a total of$2,397.44. Their explanation for the partial refund was that the terms for cancelling a transaction calls for a 5 percent processing fee, as listed on their website. The objection that I have for that explanation is that I did not purchase the AC unit on their website.
I purchased the unit over the phone, and I was not told about all of their terms of the transaction. How can they expect me to know their terms of purchase listed on their website. Their sales agent should have explained to me all of their terms if they were to expect me to abide by them.
I don't think that I should have to pay a transaction fee of 5 percent when the purchase was conducted over the phone, and not explanation was given by the sales representative about what to expect. How come they needed a credit card authorization form sign by me before they release the unit, but they did't have any problem on keeping the 5 percent fee withouth this form. I don't recomend doing business with this company. They will hold on to your money and take a good chunk of it if you happen to cancel the transaction. Terrible customer service.
This company will happily take your money, selling misrepresentation of product/unit online. Beware, you will order a unit based on there website picture and discriptions, then they will send you a complete different item, hoping that maybe you will just spend the money to hire a third party to customized things, inorder for the AC to fit coz its completely not the unit you order. And then if you return the unit, they will not return your money back, they will hold it as long as they want.
Meanwhile you are out of AC and this company is earning interest from your money. Search and you will find not only me being RIPP OFF by the ac outlet but many customers who did not receive there money back. BBB complaints and many more being RIPP OFF by this crooked online sellers who does not care about a customer.
Save your money and buy from somewhere else, or you will truly regret it. Im still out of $3,500 and no sight of any refund, eventhough i DO NOT HAVE the product on hand. They need to stop ripping off people.
I placed an online order for a 2 ton heat pump on 9/9/20. When I received the shipment I found that it was dented on the top of the unit, the fan would not turn and the coil was also bent. I sent pictures to the seller but was advised to file a damage report with FedEx the shipping company, which I have done. Meanwhile I haven't gotten any response and I need to install the heat pump. I was told that I could install it damaged and file a warranty claim to the manufacturer. All of my other options were at my expense, such as pay for the return shipping and get a partial refund, pay for replacement parts, sell it to someone else and reorder from them. This was my worst online purchase problem.
The AC Outlet, LLC. Reviews
Purchased a complete Rheem central air conditioner with gas heat and it was delivered May 9, 2016. It was delivered with all 3 boxes on a pallet and in good condition. We are remodeling and our contractor is way behind schedule. On Saturday May 6, 2017 we opened the boxes with the inside AC coil and the gas heater. We discovered that the plastic condensation drain pan was cracked. Even more surprsising was the the opposite corner was also cracked, but it had been repaired with some sort of silicone caulking.
I contacted The AC Outlet and spoke with Noreen. She was very pleasant and even apologized for my problem. Noreen requested pictures and I quickly replied with the pictures documenting the damage and the repaired damage. Noreen then called and requested that I make it ready for shipping and she would email the label for return shipping. She said that they were ordeing a replacement and it would be shipped as soon as the original equipment was returned
She then called back and explained that the 1 year had expired and i would be responsible for all shipping. I explained that it was received on May 9 and we were still under the 1 year. She then offered to split the shipping 50/50, but she would have to get approval from her manager and call me back.
After a while I had not heard, I called her. Now it has changed again and I am being advised that they will only warranty the condensation drain pan and I must pay shipping and return the damaged part or pay approx. $45.00
Let me explain that the damaged condesation drain pan is installed in the bottom of the inside unit that contains many parts and it must be basically dismantled to install the replacement part of a brand new just out of the box unit.
We choose Rheem from a previous experience. It is quite disturbing and disaapointing that a brand new central air conditioner is requiring warranty parts and it has not even been installed or operated yet. It was jus removed from the original shipping box. Sadly this does not represent The AC Outlet or Rheem very well. Mind you that I paid $2375.51, not such a bargin!
They claim you get a warranty but the manufacturer claims otherwise. This is copied directly from the Limited Warranty Document of Trane and American Standard.
BEWARE...
Base Limited Warranty .
EXCLUSIONS: The following are not covered by this limited warranty:
Products purchased direct including, but not limited to, Internet or auction purchases and purchases made on an uninstalled basis.
I purchased an AC unit from the https://www.theacoutlet.com over the phone, and they held the unit because they wanted me to sign an authorization form for the charge before they release the unit. Since I couldn't get a local installer to install the unit that I purchased over the phone, I decided to install the unit with a local company instead.
I contacted The AC Outlet, and let them know that I purchased a unit through a local company and refund the price for the unit I bought from them. They took several days before answering me, and instead of refunding me the money, they offered me a five percent discount on the total price. I told them again that I had already purchased a different unit.
After serveral days of back and forth emails, they refunded my credit card a partial refund, with a 5 percent processing fee because that is their policy listed on their website. The thing is that I was never told about those terms when I purchased the unit on the phone. How can they apply this rules to people that purchase on the phone from them? The unit was never shipped.
Again, the total charged to my credit card was $2,523.62, and AC Outlet refunded me a total of$2,397.44. Their explanation for the partial refund was that the terms for cancelling a transaction calls for a 5 percent processing fee, as listed on their website. The objection that I have for that explanation is that I did not purchase the AC unit on their website.
I purchased the unit over the phone, and I was not told about all of their terms of the transaction. How can they expect me to know their terms of purchase listed on their website. Their sales agent should have explained to me all of their terms if they were to expect me to abide by them.
I don't think that I should have to pay a transaction fee of 5 percent when the purchase was conducted over the phone, and not explanation was given by the sales representative about what to expect. How come they needed a credit card authorization form sign by me before they release the unit, but they did't have any problem on keeping the 5 percent fee withouth this form. I don't recomend doing business with this company. They will hold on to your money and take a good chunk of it if you happen to cancel the transaction. Terrible customer service.
This company will happily take your money, selling misrepresentation of product/unit online. Beware, you will order a unit based on there website picture and discriptions, then they will send you a complete different item, hoping that maybe you will just spend the money to hire a third party to customized things, inorder for the AC to fit coz its completely not the unit you order. And then if you return the unit, they will not return your money back, they will hold it as long as they want.
Meanwhile you are out of AC and this company is earning interest from your money. Search and you will find not only me being RIPP OFF by the ac outlet but many customers who did not receive there money back. BBB complaints and many more being RIPP OFF by this crooked online sellers who does not care about a customer.
Save your money and buy from somewhere else, or you will truly regret it. Im still out of $3,500 and no sight of any refund, eventhough i DO NOT HAVE the product on hand. They need to stop ripping off people.
I placed an online order for a 2 ton heat pump on 9/9/20. When I received the shipment I found that it was dented on the top of the unit, the fan would not turn and the coil was also bent. I sent pictures to the seller but was advised to file a damage report with FedEx the shipping company, which I have done. Meanwhile I haven't gotten any response and I need to install the heat pump. I was told that I could install it damaged and file a warranty claim to the manufacturer. All of my other options were at my expense, such as pay for the return shipping and get a partial refund, pay for replacement parts, sell it to someone else and reorder from them. This was my worst online purchase problem.
How do I register it for a warranty?
Won’t be able to give star since I don’t know where to get the warranty paper to fill out.