ComplaintsforAuthority Brands

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 5, 2018, One Hour Heating and Air Conditioning, Louisville KY, installed a Heat Pump and A-coil at my residence. With a 10 year Parts and Labor Warranty. In Oct 2023 the Heat pump stopped working. I could not contact One Hour HVAC because they had closed the Louisville business. I contacted ****** ******* *** *******, to check the unit. They found the unit was leaking coolant. Needed replacement. I had them replace the Unit, at a cost of $4,100.00. One Hour failed to register the Heat Pump with the manufacturer (*****) in my name. It was registered in someone else's name, therefore would not honor that 10 Year, One Hour warranty. One Hour in Louisville was a franchise under the AUTHORITY BRANDS FAMILY. Since the Louisville office of Louisville KY is no longer in business, someone, other than myself, should be responsible to honor that 10 Year warranty of One Hour in Louisville.. It also cost me $263.00 for a diagnosis to fine the problem, why I was getting no heat from the Heat Pump.

  Business response

  02/01/2024

  Hello Mr. ******, 

  Thank you for reaching out to Authority Brands! Our UWIN team, who is dedicated to your satisfaction, has contacted you to resolve this issue. Thank you again for reaching out! 

  Customer response

  02/10/2024

  Received a call from Authority Brands informing me that they have contacted *** **** and they declined to reimburse me for the cost of a replaced Heat Pump.  Authority Brands did not satisfy me with that response and failed to take any steps to help resolve this dispute.  Authority Brands were responsible in giving a franchise in their FAMILY of companies, and should see that all Warranties given to these companies would and should be honored.

  I feel that the Better Business Bureau should give every business under their family should be degraded, and should never have a rating of "A".  Somebody, somewhere, should suffer besides the consumer when a business closes and nobody but the consumer should bear the burden when something like this occurs.  Better Business should mean "BETTER" Business, not consumer rip off.

  Thank you:  ****** ******
  

  Business response

  02/12/2024

  
  We are so sorry Mr. ****** is disappointed with the customer care he is receiving. Each location of *** **** ******* * *** ************ is independently owned and operated. We make every effort to connect customers of a closed location when a location re-opens in their area, as is the case with Mr. ******. He is unsatisfied with this resolution, but there is unfortunately not anything else we can do since his complaint is with an independently owned and operated, now-closed business. 
  

  Customer response

  02/13/2024

  It would seem that Authority Brands should be accountable for those that are issued a Franchise to any company under their authority.  If Authority Brands claims no responsibility for their FAMILY, then they should not be allowed to operate in such a manner.  Authority Brands should at least supply information regarding *** **** in Louisville, the Name of the person granted this Franchise, the address and any other information needed to see that I am not liable for defective products.  SOMEONE, other than myself issued the 10 Year Warranty, *** **** that was in Louisville at that time sold me a used defective Heat Pump.

  Please give me the name of the owner of *** **** Heat and Air, **** ********* ***** Louisville, KY 40218, when they closed and any other information pertaining to this business.

  Thank you -****** ******

  Business response

  02/22/2024

  Hi BBB team, 

  Mr. ****** has retained an attorney in this matter, so therefore I will leave this request to the attorneys involved as the information he is requesting is available via public record. Please let me know if you have any questions! Thank you! 

  Customer response

  02/26/2024

  I have not yet  retained an attorney, nor do I want to.  Authority Brands Family claims to have no responsibilities regarding this matter.  However they and only them are the ones that issued a franchise to this company.  I have to suffer a $4,100 loss because of their failure to control what they have created.  In the future I will check out any company before I patronize them.  Any company associated with Authority Brands Family will not be delt with.  They have succeeded in ruining that business by association.  Thanks.  

  Customer response

  03/07/2024

  This matter and the BBB responses are unacceptable, and I do believe that this organization should get a BBB- (minus) rating because Authority Brands does not care, or claim any responsibility for their behavior and negligence in granting a Franchise to a irresponsible company like *** **** **** *** ****  No one should be losing money because of their false claim of a 10 year warranty.   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  One of this business' franchise, Mosquito Squad of Chester in **** ******** ************ has constantly been bombarding me with unwanted advertising in the mail for over a year. (this location does not have a BBB page) I've sent multiple requests to the local franchise to stop and was dishonestly told they are unable to implying that it was sent via EDDM when it is not. The franchise suggested I ask the post office to stop delivering them, which is illegal for them to do as the post office is legally obligated to deliver all addressed mail without exception. I also contacted Mosquito Squad's corporate office via social media and was told in a response that only corporate can handle requests of this nature, and they asked me to provide the mailing address to be removed. Since then I have gotten no response and there corporate office number has no way to speak to anybody. This failure has gone on far to long and I find it very annoying, not to mention offensive as their pesticides are responsible for the deaths of millions of bees, butterflies and other beneficial insects. I want my home address permanently put on the "do not mail" list of this franchise and all other businesses you are a parent company of. I am attaching a photo of the most recent mailpiece to confirm that it was addressed mail and not EDDM

  Bureau response

  06/30/2023

  Complaint Handler
  Authority Brands 
  **** ****** ***** ** *** *** ******** ** *****  
  
  Dear Complaint Handler: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 6/27/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Ted ********

  * ********** ** ****** ** *****

  Daytime Phone: ###-###-####
  E-mail: ***********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Advertising Issues 

   

  Customer’s Statement of the Problem:
  
  One of this business' franchise, Mosquito Squad of Chester in **** ******** ************ has constantly been bombarding me with unwanted advertising in the mail for over a year. (this location does not have a BBB page) I've sent multiple requests to the local franchise to stop and was dishonestly told they are unable to implying that it was sent via EDDM when it is not. The franchise suggested I ask the post office to stop delivering them, which is illegal for them to do as the post office is legally obligated to deliver all addressed mail without exception. I also contacted Mosquito Squad's corporate office via social media and was told in a response that only corporate can handle requests of this nature, and they asked me to provide the mailing address to be removed. Since then I have gotten no response and there corporate office number has no way to speak to anybody. This failure has gone on far to long and I find it very annoying, not to mention offensive as their pesticides are responsible for the deaths of millions of bees, butterflies and other beneficial insects. I want my home address permanently put on the "do not mail" list of this franchise and all other businesses you are a parent company of. I am attaching a photo of the most recent mailpiece to confirm that it was addressed mail and not EDDM
  
  
  
  
  
  Desired Settlement:
  No further contact by the business
  
   

  Bureau response

  06/30/2023

  Ted ********
  * ********** ** ****** *** *****
  
  
  Dear Ted ********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 6/27/2023 against Authority Brands.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  07/07/2023

  Complaint Handler
  Authority Brands 

  **** ****** ***** ** *** *** ********* ** *****
  
  
  Dear Complaint Handler:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/27/2023 and was assigned an ID of *********    

  BBB forwarded you a complaint filed by Ted ********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Ted ********
  * ********** ** ****** ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Advertising Issues
  
  Customer’s Statement of the Problem:
  One of this business' franchise, Mosquito Squad of Chester in **** ******** ************ has constantly been bombarding me with unwanted advertising in the mail for over a year. (this location does not have a BBB page) I've sent multiple requests to the local franchise to stop and was dishonestly told they are unable to implying that it was sent via EDDM when it is not. The franchise suggested I ask the post office to stop delivering them, which is illegal for them to do as the post office is legally obligated to deliver all addressed mail without exception. I also contacted Mosquito Squad's corporate office via social media and was told in a response that only corporate can handle requests of this nature, and they asked me to provide the mailing address to be removed. Since then I have gotten no response and there corporate office number has no way to speak to anybody. This failure has gone on far to long and I find it very annoying, not to mention offensive as their pesticides are responsible for the deaths of millions of bees, butterflies and other beneficial insects. I want my home address permanently put on the "do not mail" list of this franchise and all other businesses you are a parent company of. I am attaching a photo of the most recent mailpiece to confirm that it was addressed mail and not EDDM

   

  
  
  
  
  Desired Settlement:
  No further contact by the business
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  07/18/2023

  Complaint Handler
  Authority Brands
  **** ****** ***** ** *** *** ******** ** *****
  
  RE: Final Notice of Complaint
  
  Dear Complaint Handler:

   

  This message is in regard to a complaint submitted to the BBB about your business on 6/27/2023 by Ted ********.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Ted ********
  * ********** ** ****** ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Advertising Issues
  
  Customer’s Statement of the Problem:
  One of this business' franchise, Mosquito Squad of Chester in **** ******** ************ has constantly been bombarding me with unwanted advertising in the mail for over a year. (this location does not have a BBB page) I've sent multiple requests to the local franchise to stop and was dishonestly told they are unable to implying that it was sent via EDDM when it is not. The franchise suggested I ask the post office to stop delivering them, which is illegal for them to do as the post office is legally obligated to deliver all addressed mail without exception. I also contacted Mosquito Squad's corporate office via social media and was told in a response that only corporate can handle requests of this nature, and they asked me to provide the mailing address to be removed. Since then I have gotten no response and there corporate office number has no way to speak to anybody. This failure has gone on far to long and I find it very annoying, not to mention offensive as their pesticides are responsible for the deaths of millions of bees, butterflies and other beneficial insects. I want my home address permanently put on the "do not mail" list of this franchise and all other businesses you are a parent company of. I am attaching a photo of the most recent mailpiece to confirm that it was addressed mail and not EDDM
   
  
  
  
  
  Desired Settlement:
  No further contact by the business
  
  
  Additional Comments from Consumer:
  

  Business response

  07/18/2023

  Hello! We are in receipt of this request and apologize for a lack of response he's received prior. We will work with our marketing vendors to remove him from future mailings, however, this can take some time due to printing and mail processing that might currently be happening right now. 

  Bureau response

  07/18/2023

  Ted ********
  * ********** ** ******** *****
  
  
  Dear Ted ********:
  
  This message is in regard to your complaint submitted on 6/27/2023 against Authority Brands.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Authority Brands. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Hello! We are in receipt of this request and apologize for a lack of response he's received prior. We will work with our marketing vendors to remove him from future mailings, however, this can take some time due to printing and mail processing that might currently be happening right now. 

  Customer response

  07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ted ********

  Bureau response

  07/18/2023

  Complaint Handler
  Authority Brands 
  **** ****** ***** ** *** *** ********* ** *****
  
  
  Dear Complaint Handler:
  
  This message is in regard to a complaint submitted to BBB about your business on 6/27/2023 by Ted ********. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ted ********

  Bureau response

  07/18/2023

  Ted ********
  * ********** ** ***** ** ***** 
  
  
  Dear Ted ********,
  
  This message is regarding Complaint ID * ********* Authority Brands
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  ****************
  
  

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  BBB Serving Greater Maryland

  Attn: BBB Maryland Foundation

  *** ** ***** **** *** **** ********** ** *****
  
  

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is *********** Your time and consideration is greatly appreciated!

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

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