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:05/16/2024

  Type:Service or Repair 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.

  We elected lighting fixtures from this company more than five years ago. In 2022 we attempted to speak with a representative whom was clueless as to the contract specifications and details. They also said they would be in contact with us, which was not the case. Their representative asked me if I recall the name of their employee that was employed by their company in this time frame. Unfortunately, I do not. I would think they would have that kind of information. Spoke with their representative today because I found it strange that they had been charging me past that time. I took our credit card that was authorized off automatic payment, and amazingly was awarded with a phone call. The person who called to collect the amount that was not debited from the automatic payment was also clueless as to any specifications on the contract. I found their phone number online and called them and was able to attain the information I required. The person whom I was able to speak with, went on to tell me that we had to present at the beginning of 2023 a written statement to them that we did not wish to be charged any further For a payment that was already rendered. So in other words they charged us the entire 2023 and part of 2024 and said thank you but you shouldve written to us stop us from Charging you extra. This is despicable on so many levels that I cant even begin to explain. We wish to be refunded at the least for this years charges and if possible, of course for the year, which was paid for 2023 for nothing. Furthermore, this is a very very despicable act by any company. I dont know how it works in *******, but this does not sound like a very fair act. I hope you can help me with this matter and I appreciate your attention on it. Thank you very much.

  Business Response

  Date: 05/23/2024

  Ms. **** L.
  Better Business Bureau
  *************************
  ***
  
  Re: Complaint ID ********
  
  Dear BBB Representative,
  
  We are writing in response to the complaint submitted by Mr. ****************** owner of FDR INVESTMENTS MIAMI, LLC, assigned ID ********, regarding their service agreement with AIRIS USA, LLC.
  
  Most importantly, we take all customer concerns seriously and strive to address them promptly and professionally. However, we must refute several statements made by the customer in his complaint:
  
  1.     No Record of Contact: Our records indicate that the customer never contacted an ********************** representative in 2022 as claimed. We have no ticket or recollection of any such call. Every interaction with our representatives is logged, documented, and recorded. There are no entries corresponding to the customer's account during that period.
  
  2.     Sales Representative Information: The information regarding the sales representative for this contract is available in our system. If Mr. ******* had contacted our customer service agent, he would have been promptly provided with this information.
  
  3.     Interaction with **************** Specialist: The person who called the client to request an updated credit card was our **************** Specialist. Contrary to the customer's claim, she thoroughly knows the details of the service agreement. Our **************** Specialist informed him accordingly; however, she also told him she would send all this information in writing, which she did.
  
  During the conversation, she clearly explained that the Service Agreement, signed between FDR INVESTMENTS MIAMI, LLC and AIRIS USA, LLC in 2018, specifically includes the following provision in Article 3 Fees: "Upon completion of the fixed rate term, the AIRIS service rate will automatically continue unless specified otherwise by the client 30 days before the completion of the fixed rate payment term." Since the client did not provide written notice of their intention to terminate the contract, AIRIS continued with the monthly invoicing and collection as per the terms of the agreement.
  
  4.     Contract Terms and Invoicing: The original contract with AIRIS was for 60 months, commencing in August 2018 and concluding in July 2023. Based on Article 3 of the Service Agreement, AIRIS continued invoicing from August 2023 to April 2024, with monthly installments of $46.55. This continuation is standard practice and was clearly outlined in the contract terms agreed upon by both parties.
  
  We believe that our actions have been consistent with the terms of the contract and our standard business practices. While we regret any frustration the customer may have experienced, we have acted per the agreement's terms and provided ample information and opportunities for the customer to understand and manage his contract.
  
  We hope this clarifies our position and actions regarding this matter. We remain committed to providing high-quality service and support to all our customers and are open to discussing this further if needed.
  
  Thank you for your attention to this matter.
  
  Sincerely,