Jan. 20th 2009
Do not do business with this company. Air-N-Water in Santa Ana, CA is a rip off artist. The web page they have tries to show them as professionals - they are NOT!!! The customer service after you purchase your item is completely non-existent. Once they have the sale, they do not care about the customer, and that's the worst thing you can do in an economy like this.
Here's my story...
Dec. 19th 2008 I placed an order for a 65lbs heater - they state they usually ship everything out in 3 business days - I think that part could be true. Days go by, now weeks, no response from Air n Water. I contact FedEx on Jan.5th to find out that they lost the package. They have NO idea where it is - this is a huge 65lbs heater, how do they lose that?!?!?! They tell me they will contact the shipper and get everything started on their end to issue a refund to them. FedEx tells me the shipper will contact me by Tues Jan. 13th at the latest to either refund my money or send me out a new one. Jan.14 no one calls - I send 3 emails over the next few days, no one responds. Jan.20th I decide to call Air n Water and see what they have to say. I don't say anything about how I have already contacted FedEx and they would have paid them out already - I just want to see what the Customer Service Rep says. Then the run around stories begin... she tells me they need to contact FedEx - I told her FedEx has already started the lost package process on there end and Air N Water should have already received the payment from FedEx for losing the package. Then she tells me, after I was on hold she ordered a new one from the manufacture and it will be sent out...but she doesn’t know when. So now I'm a little pissed because she's giving me attitude when I caught her in a lie about where the package was. So I tell her to go ahead and forget the heater, "I want a refund" - as soon as I say this she puts me on hold and after a few minutes, she states it will be a few days before they can issue a refund. I ask why? She tells me the manufacture needs to stop the transaction for sending out another unit. I tell her this is not my problem, this is her problem and her company needs to issue me a refund for not receiving the item. Now she stops talking on the phone, she won't respond, just silence. So I told her fine, when will I see the refund? She just mumbles..."in a few days". What!?!?!?! I can't believe her, I ask to talk to someone else and she just hangs up.
This is a copy of the email I sent to the company - they still have not responded.
YOU GUYS HAVE RIPPED ME OFF - MAKE IT RIGHT!!!
I placed an order with you people and some how a 65lbs package just goes missing - gone! Now I ask for help from your customer service dept, and all I get is BS and attitude, so I say refund of my money and Urelly Garcia gives me the run around, how I must wait even longer to get a refund!!! Order was shipped out on the on Dec. 22nd. - it's Jan 20th, that's 30 days ago!!! Come on people!!! I had to track this package down with FedEx and deal with those jack-O's to only find out that they lost the package - Now I must wait for a refund because your customer service rep doesn’t know how to do her job and satisfy the customer. I would have gladly kept my order if there was a little more compassion from your team, but hell NO - she only pissed me off and had me change my mind to return it. You guys need to get BETTER CUSTOMER SERVICE!!! This is the worst sale I have ever had to experience with you guys. I have placed several different orders over the years and have always been treated with respect - Your Customer Service rep should have dropped all shipping charges and only charged me for my item and sent it out. - BUT NO!!! She got all pissy on the phone telling me it's not her fault for losing my package - no ###! It's FedEx's problem for losing my package, but you should be helping me to keep a customer, instead she voiced her opinion that "it's not my problem sir" - ### that lady. She should be fired. You have lost a customer for LIFE; and I am going to build a webpage that mirrors www.air-n-water.com and let everyone know to NEVER do business with you people. If that's the kind of customer service "I" get for a package being lost, I can only imagine what happens when you send out defective items.
Good day to you people, and good luck keeping business, I'm going to make it my hobby to tell the WWW how crappy your customer service is.