Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We have rented a grey ****** at **** for 8 days, from May 2 to May 10, 2024 ( Rental agreement number U742240892). We pick up the car at ******************** and returned the car on time at ********************** hotel. They didn't check the car when we return it and did not provide any receipt that day. After we returned the car, on May 11, **** charged us $221.60. Afterwards, we receive the receipt which shows the charges are for Roadside safetynet, Travel partner service and Refueling charge, which we found totally absurd. First, Roadside safetynet and Travel partner service were not even mentioned to us before they charge us, we never agreed to add such services, nor did we sign any contract or document regarding such services. Second, for the Refueling charge, when we pick up the car, we were well informed that we need to refuel the car before we return it, so as to avoid refueling charge. ** May 2 when we pick up the car, it was fully fuled, and the car screen shows it could run 415 miles. ** May 10 right before we return the car, we specially go to the gas station to make sure the car was fully fuled. When we arrived at the returning point, the car screen shows it was fully fueld and could run 436 miles.(see attachments). We have contacted **** and they did not give us any explanation concerning the extra charges and only agreed to return $110.66. This is clearly unreasonable and unacceptable to us and we strongly request **** to fully refund the extra charges of $221.60.

  Business Response

  Date: 05/27/2024

  We are **** air-conditioning and plumbing. We are not **** rental car company. You are responding to the wrong company. BBB administrator please direct them to **** car rental so the customer can get satisfaction for their problem. Again this is not my company complaint, I do not rent cars. 

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I picked up a van from ********* and dropped it here.The van was filthy inside and out when I got it and the morning of return it had a flat tire which I notified them of.As I waited in line to return the car I watched the only guy working there be rude to the customer in front of me when he had a simple question. Even watched him roll his eyes at the customer.When I got up to the counter I let the guy know about the flat tire and that I had called about it earlier. Right from the get he had an attitude with me, implying it was my fault. He got upset with me when I didn't know the mileage off the top of my head and then literally yelled at me for not parking it where he wanted it, even though there isn't any signage.I received a survey from **** asking how my rental was and I gave an honest survey, letting them know I was more than disappointed in the condition of the vehicle and especially how I was treated dropping it off.I received an email back apologizing and stating that the charge for the car would be reversed; it wasn't.Now, a week later that very car that I complained about being filthy inside and out I'm getting hit with a $450 cleaning fee for "pet hair". I never had any pets or passengers, I don't smoke or chew and I cleaned all my trash out when I dropped it off.Convenient timing after making a complaint.These charges are excessive and frivolous and I will be seeking consultation from an attorney!

  Business Response

  Date: 04/09/2024

  Dear ******************,

  We received notice of your BBB complaint this morning regarding your experience with a van rental in *********.  We can certainly understand your frustrations, however, we are unable to assist you with your claims.  You see, we are Avis Home Solutions, **** and not **** the rental car company.  We are a residential HVAC (Heating, Ventilation, and Air Conditioning) company located in *******, **********.  

  We do hope you can get a positive resolution for your claims against ****, and we wish you well.  We would certainly appreciate it if you would remove your complaint against our business.  Thank you in advance.

  ********************* - Owner

  Customer Answer

  Date: 04/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On 3/18, I was overcharged for a one-way rental fee and a modification that I had no knowledge of. When I called to report the issue to **** customer service, two agents hung up on me. No compensation was offered for their unprofessional behavior.

  Business Response

  Date: 03/19/2024

  Dear ************,

  We received your BBB complaint this morning, and unfortunately, we are unable to assist you.  We are Avis Home Solutions, **** and not the **** Rental Car company.  We are an HVAC service company in Orange County, **********.  We are not affiliated with the rental car company in any way.  We install and repair heating, air conditioning, and ventilation systems in residential homes.  

  We would surely appreciate it if you would please withdraw your complaint against our business. We hope that you will be able to satisfactorily resolve your issue once your letter reaches the correct company.

  Best wishes,

  Avis Home Solutions, ****

  Customer Answer

  Date: 03/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  June 28,2021 Avis Home Solutions installed a Halo 5 whole house filtering system to remove tap water hardness. Nov. 30, 2023 I noticed lime deposit on the faucet and tested the tap water was 465 and filtered water was 454. I called the company about the problem. Technician came and took pictures of the faucet. I talked to the ****** (manager) and he sent a ******* to check the system and manually backwashed it. 5 days after I tested the **** Tap water was 490 and filtered was 514. The system not working at all. I've been calling ****** several times and don't answer my call.

  Business Response

  Date: 02/16/2024

  Dear ******************,

  We received your letter telling us about the problem you are experiencing with your Halo 5 Whole House Water Filtration System.  We understand that one of our technicians visited your home and photographed the unit.  In addition, our then GM, ****** sent a plumber to inspect the system and to backwash it.  Unfortunately, this did not resolve the issue.  

  We understand that you have been reaching out to ******, but he is no longer employed by our company (since January 2nd).  We apologize for the frustration you have experienced.  Our new General Manager, ***************, attempted to reach you this morning (February 16th at 10:05 a.m.) by telephone to assist you.  **** left you a voice mail message and requested that you call him back.  He looks forward to speaking with you.

  Thank you,

  ********************* - Avis Home Solutions, Inc.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I called **** because of an AC leak. They came out and said an drainage line came unglued. they said it was not covered under Warranty. they said I needed replacement. Also my AC coil was out of warranty and it was better to replace them all at the same time. Also an air scrubber was not working and out of warranty. Later they said my compressor was near end of warranty also, that I should replace also. I agreed since they did all my warranty and knew what i had. Later I found paper work dated 10/6/21 where air scrubber was installed and coil was cleaned. They gifted me 3 yrs Maintenance. On 3/22/22 I purchased from them 10 yr entended warranty on AC parts and labor. Why did they say AC out of warranty and air scrubber need to be replaced. Air scrubber was replaced 10/6/22.I have tried called **** but the general manager has not called me back. His name is *********************.I left another message at his office and on his extention.