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BBB Accredited Business since

Friedrich Air Conditioning Co Ltd

Phone: (210) 546-0500 Fax: (210) 546-0730 View Additional Phone Numbers 10001 Reunion Pl Ste 500, San Antonio, TX 78216 http://www.friedrich.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Friedrich Air Conditioning Co Ltd meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Friedrich Air Conditioning Co Ltd include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 23 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

23 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 5
Problems with Product/Service 18
Total Closed Complaints 23

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Friedrich Air Conditioning Co Ltd
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 1
Total Customer Reviews 3

Additional Information

BBB file opened: August 01, 1960 Business started: 02/01/1883 in TX Business started locally: 01/01/1883 Business incorporated 11/30/2001 in TX
Type of Entity

Limited Partnership (LP)

Business Management
Mr. Charles D Campbell Jr., President Tracy Peterson, CFO Mr. Steve Hagdorn Ms. Sharon Jerman, Executive Administrative Assistant
Contact Information
Principal: Mr. Charles D Campbell Jr., President
Customer Contact: Ms. Sharon Jerman, Executive Administrative Assistant
Principal: Tracy Peterson, CFO
Business Category

Air Conditioning Equipment - Room Units


Customer Review Rating plus BBB Rating Summary

Friedrich Air Conditioning Co Ltd has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 10001 Reunion Pl Ste 500

    San Antonio, TX 78216 (210) 546-0500 (800) 541-6645

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Friedrich D70BP dehumidifier on 8/13/13 from ******.com for $349.99 and registered the product for warranty purposes with the Friedrich at the time of purchase. I have a written warranty from Friedrich that says "If the sealed refrigeration system (defined as the compressor, condenser coil, etc...) supplied by Friedrich in your dehumidifier fails because of a defect in workmanship or material within 60 months from date of purchase, Friedrich will pay a labor allowance and parts necessary to repair the Sealed Refrigeration System." Friedrich made me pay out of pocket for a diagnostic evaluation on 7/13/16 which showed the dehumidifer failed because of a bad compressor. The repairman wants $300 for the repair. Friedrich refuses to honor its warranty and repair my unit. They say they don't have any compressors in stock and that it is too expensive to replace a compressor compared to the price of a new unit. They want to replace the unit, but say they don't have any units in stock to replace it with. They say they are sold out. I waited over a month and as of 8/16/16, they still say they don't have any replacement dehumidifers in stock and don't expect any until at least late September. This is unfair and unreasonable. ******.com has these in stock right now. They won't refund the purchase price either so I can get a working dehumidifier.

Desired Settlement: I want Friedrich to honor it's warranty on my faulty D70BP dehumidifier. They should find one from one of their distributers with a D70BP dehumidifer and ship it to me........or ship me one from ******.com (who they sell to) and who has them in stock now.

Business Response:

Friedrich did offer to reimburse the customer for their purchase. We requested the following items the unit model & serial tag removed from the failed product and a copy of their bill of sale from ******. Upon receipt of those two items Friedrich will start the process for the reimbursement.

Consumer Response:

Better Business Bureau:  (Re complaint ID ********)

If Friedrich is offering to reimburse my purchase price of the dehumidifier from ******.com for $349.99, then that is satisfactory to me.  However, until now, Friedrich had never offered to do that, although I requsted that at least 5 times. 

Please clarify if that is what Friedrich is offering,

and if so, then where they would like me to mail them the sales receipt and the sticker from the unit.


Regards,

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

7/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Friedrich D70BP 70 Pint Dehumidifier with BUILT-IN DRAIN PUMP from Amazon on 6/30/15. It had a one year warranty. This unit worked correctly until January 2016, at which point it stopped functioning. We contacted the customer service in 2/2016 because the unit was in warranty, and they offered two authorized repair locations. One of which was in our town (Ann Arbor) and the other was over an hour away. We called the local facility in Ann Arbor (Master Tech), who informed us that they could not run the diagnostics required for repair until the outside temperature reached 70 degrees F. We contacted Friedrich to verify that this information sounded accurate, and they confirmed it to be true. Therefore, we had to wait until May or June before the temperatures were warm enough in Michigan to complete the testing. We contacted Master Tech again in early June and they informed us that they were no longer an authorized repair facility for in warranty repairs. The next closest repair facility is over an hour away. We contacted Friedrich again via email to request that due to the circumstances mentioned above that they extend our warranty to allow us the time to take the device to another location- again, over an hour away which is highly inconvenient considering both of us work full time. We never received a response from Friedrich. Now, or unit is completely out of warranty and we are left with no options but to pay out of pocket for repair. The unit broke during the warranty period and we made every attempt to have it repaired in a reasonable amount of time.

Desired Settlement: We would prefer a refund given the fact that the unit failed so quickly after we purchased it and we have been dissatisfied with the customer service. However, we would certainly at least like a replacement if a refund is not possible.

Business Response:

Friedrich has reviewed the information provided by the consumer.  We do not show any recorded file on the dates provided by the consumer.  A file has been generated #****** and Friedrich offers to exchange the unit with a new or comparable replacement. Please have the consumer contact our Consumer Advocate Center @ ************, x*** or email ************* .com if they are in agreement.

Friedrich will hold this offer open for the next 15 days from response. When consumer calls in please reference file number ******. 

Consumer Response: 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. We have contacted the company and can update after resolution if necessary.

Regards,

**** ******

7/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased three Friedrich air conditioning units and had them installed and serviced by a Friedrich dealer. One of the three has developed a harsh noise that is not ac noise. I have had the dealer return to repair the unit 3 times to no avail. The dealer has tried everything short of replacement including disassembly and re-assembly of the entire unit. They have re-shimmed the unit completely to avoid any loose vibration, the noise continues. I called Friedrich Customer Service to speak to a rep, they requested a diagnosis and noise was not an acceptable diagnosis for them. They recommended that I call another dealer .... that was their unacceptable solution. I filled out and mailed the warranty cards when I purchased 2014 and 2015 the units are warrantied by the manufacturer. I desperately need your assistance. I cannot imagine what "diagnosis" could be given other than UNACCEPTABLE NOISE.

Desired Settlement: Repair or replace at Friedrich's cost I have already paid for dealer work

Business Response:

********,  AFTER CONFERRING WITH SERVICER, PRIME AIR CONDITIONING - THEY HAVE AGREED TO REPLACE THE UNIT FOR MR.  **********.  WE HAVE PREPARED AUTHORIZATION FOR THE CREDIT AS WELL AS UPDATED THE CUSTOMER ON WHAT TO EXPECT FROM PRIME A/C.  THIS TOOK PLACE 6/30/2016 @9:15 A.M. CENTRAL STANDARD TIME AND GOT BACK WITH THE CUSTOMER ON 6/30/2016 @9:18 A.M.   ******* WITH PRIME AIR TO CONTACT CUSTOMER WITH DETAILS ON EXCHANGE. 

I CONTACTED CUSTOMER AS SOON AS I RECEIVED THIS COMPLAINT AND CUSTOMER WAS SATISFIED WITH RESOLUTION.  

 

******* ******, MANAGER CAC

 

Consumer Response: 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.

Regards,

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

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: got an air conditioner less than 4 years ago stopt working I had a warrenty but the company that came to fix it sad that these problem is not coverd under the warrenty so it cost me 160 dollars to fix it

Desired Settlement: to pay me 160 dollars

Business Response:

********* does not have a file on this incident.  In order to provide response to the request we will require further information from the customer. The following information is needed:

Serial number of the unit in question.

Copy of the invoice from the service copy that performed the services

Copy of the bill of sale for the unit in question

After receipt and review of these items ********* will be able to respond.  Thank you.


Consumer Response: 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.

Regards, and I fext in my documents to ********* and ill need a respond from tham

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

Business Response:

********* had received the documents requested.  The unit you purchased on 07/11/12 is under the manufacturer's limited warranty only.  The service that was provided by Abbey Service West was not for repairing or correcting any component or workmanship failure.  Abbey cleaned the unit only which is recommended by ********* to perform annually, however, is not covered under the ********* warranty terms.  Maintenance of the unit is a customer responsibility to provide as recommended. 

the $160 dollar claim is not a consideration for payment due to the services provided were for maintenance of this unit only and no actual failure of workmanship or components on this unit were found. 

 


Consumer Response: 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.

Regards, the service compane that fixt the unit told me that the unit is not working becose the cleaning problem and convints me that I need to fix it howaver thes is not normel that it should braek in less than 4 years I have units that is 10 years old and I never had any problem so mabey u sold me a junk unit?

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

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After appox 10 years my Frederich wall a/c broke down and needed replacement. Having 2 other Frederich a/c;s in my home, I wanted another Friedrich, one that fit in same opening. On July, 8, 2014 I bought a new Chill cpo8 and I had a handyman installed for 25.00. From the first night the unit did not cool properly. It would blow cold air for 15-20 minutes then blow just fan air for 15-20 min. My wife and I put up with it for a week or two, but then the real hot weather made sleeping at night very uncomfortable, waking up 3-4 times at night sweating. At other times the unit would go into money saving mode and would have get up to reset to cool mode. I called Friedrich Customer Service and I have to say they were courteous and gave me suggestions ; leave the bedroom door open (that did not work,) raise the temp setting (that did not work). In fact no matter what the temp setting it it continued to cycle cold to fan. I called again and asked to speak to an in house tech person and they they only speak to other tech people. We put with this for the rest of the summer. In May 0f 2015 I figured I'd get a jump on the season and called customer service. They gave the name of their warranty rep.. He came and said something was wrong but he couldn't remove the unit as his car trunk already 2 units in it already. Imagine that! sending out a tech in his car for service calls. He said they wouldn't be able to come and pull and work on it for another 2 weeks! He then said if I pull it and bring it in they could work on it sooner. So not to waste time, I pulled the unit, mind you I'm 73 years old and on fixed income and wasn't going to pay the handyman again 2x( pull and then reinstall). So I carry the unit( 65lbs?) down 2 flights of stairs, then 40 feet to my car trunk. Meanwhile I pulled my cheap Goldstar 5000BTU a/c from a spare bedroom, stuck that into the Frederic sleeve, stuffing insulation, to fill the gaps and enjoyed cool nights. On may 12 they said the unit had a bad compressor. Called Cust. Ser. again they were very nice, just send them the serial and model# tags from the unit. Called the tech and asked them to return the unit. Said no, since I brought it it I have to pick it up. Did I mention tech service is 12 miles away? Friedrich sends me a new unit. Hooray! Great cust ser. Lug the unit 2 flights upstairs and install it, ready for cool air. NOT! This one is doing the same thing as the other one! Does not maintain a cool temp. I call cust ser.,for warranty. again very nice. Again, the tech service I should bring it in for faster service. Complained to no avail. So I do the dance again! lug it down 2 flights, 40 feet to my car., drive to the service. Meanwhile I pull the old 5000 BTU Goldstar a/c and enjoy cool nights until the repair is done. On July 1, 2015 they said it's repaired and to come and get it . They replace a board and the thermsister. Do the dance again, drive to pick up and lug upstairs. Works ok until May of this year again won't maintain temp, in fact, 2 xs it just shut off and is doing the save money mode. Call cust ser. ok for warranty. Call tech ser. Tech come and says nothing wrong. Mind you he came on a 60-65 degree day, so the unit worked ok. He said I should try to fool the thermsister by wrapping it in tissue paper around it so that it keeps it warmer and keeps the cold setting longer. That didn't work for long. My wife and I are at out wits end and cannot take another year of sweating at night because we keep getting lemons.

Desired Settlement: I want my money back or another unit that is PRE TESTED. I believe I deserve this consideration for purchasing Friedrich products and the misery my wife and I put with these past 2 going on three years.,

Business Response:

From the information provided it appears that the original occurrence on the first unit took place on 05/21/2015.  Friedrich warranty service company found the compressor had failed on the unit and that the part required to repair the unit would not be available for more than 10 days.  Friedrich opted to replace the failed unit with a new product which was process on 06/02/2015 RA# 74392. Friedrich was informed on 06/30/2015 by the customer that the new replacement unit was noisy and refund of their purchase price for the original unit. Friedrich advised customer that warranty service would be required to review the unit and repair if required under the warranty terms. Provided customer warranty service company information.  No further discussions from customer until 05/13/2016 where customer informed Friedrich unit does not cool enough and request unit exchange or money back.  Customer was informed to contact Friedrich warranty service to review and repair if required.

05/31/2016 received BBB complaint. Customer request is to repair or refund purchase price of original unit purchased.

Friedrich response is based on follow through discoveries on 06/01/2016.

Friedrich warranty service company found no issues with current product

Friedrich warranty service company did inform Friedrich that they advised the customer to do field modification to air thermistor to fool the unit from short cycling.  they advised this based on customer informing the square footage of the room is 140 square feet.  The current Friedrich unit is 8000 btu's and is oversized for the area required.

Based on the information received Friedrich now has a better understanding of what may be the root cause to  the units performance and past noise issue.  The customer stated that their 5000 btu Gold Star unit did a great job when they had to remove the Friedrich 8000 btu unit for service review.  the reason the Gold Star unit did well is because it is sized correctly to the given application requirements. The 140 square foot are does not require more than 5000 btu's and the Friedrich 8000 btu unit is 3000 btu's oversized for the required space. Friedrich is open to provide one more exchange of the unit and provide the customer a Friedrich 5000 btu unit in place of the 8000 btu unit currently in their procession. All cost to remove & install will be the customer's responsibility.  Friedrich will require the 8000 btu unit returned to Friedrich whse for review and disposition.  if the customer is in agreement please contact Friedrich at ************* **** *** and provide file case # CT ****** to the agent.  the Friedrich agent will carry out the instruction noted in the customer's file.


Consumer Response: 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.

Regards,

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

1/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a friedrich dehumidifier from amazon in august 15. It broke in November. I contacted friedrich who confirmed that it was under warranty and referred me to a local service provider. I took it to them in November. Now, 2 1/2 months later I am getting the runaround from both Friedrich and the service provider, who say it will take at least another month to repair. I have requested a replacement from Friedrich, which was denied because the unit is "repairable." I have made at least 20 phone calls to Friedrich and their warranty representative without any indication that they want to resolve the issue.

Desired Settlement: I want a replacement. Thanks!

Business Response:

THIS IS REGARDING FILE NUMBER ******,  ********* ********.    AFTER THE REVIEWING THE CASE HISTORY, FRIEDRICH HAS AGREED TO REPLACE THE UNIT.  SERVICER HAS BEEN NOTIFIED AND REQUESTED THE DATA TAGS.   MR. ******** HAS BEEN ADVISED AND IS AWARE OF REPLACEMENT TO BE ORDERED AND DROP SHIPPED DIRECTLY TO HIM.   GAVE CUSTOMER MY DIRECT NUMBER TO CONTACT ME DIRECTLY WITH ANY QUESTIONS OR CONCERNS.   I WILL CONTINUE TO FOLLOW UP WITH THIS SHIPMENT UNTIL CUSTOMER HAS RECEIVED THE UNIT AT WHICH TIME FIREDRICH WILL CONSIDER THIS COMPLAINT RESOLVED.       

 

 

Consumer Response: 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.

Regards,

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

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i made a complaint about this co and have not received any update on it yet i know they have 30 days to respont but i thought id receive an update by now thanks for your time *** ****

Business Response: Mr. **** was informed that the product in question is no longer in the manufacturer's 60 month warranty period and expired on 9/7/2012.  We did acknowledge to Mr. **** that we do appreciate him as a customer, but could not merit a consideration to exchange or refund him for this product.  Mr. **** was not in agreement with our warranty or Friedrich's decision not to provide a concession consideration to extend the 60 month warranty period on his CP18N30 air conditioning unit.

It appears as well thee is another unit that Mr. **** has and he filed a complaint with the BBB about that unit as well.  It is a model CP18F30 is still under the 60 month warranty and we are waiting on the arrival of the unit's model and serial tags that Mr. **** is require to return to us so we can have replacement unit provided to him.  We have informed Mr. **** several times that these tags have not been received to date.

Mr. **** may be getting these two cases confused with each other.  We will contact Mr. **** to determine which unit is he indicating a need for assistance.

9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ive been having this issue for 2 months my ac went bad i had brandsmart co come out a quite times and the worker sais the unit could not be fixes i have an extended warrenty till sept 7 2015 i called friedrich ac company and to to a ***** ******** about 10 times she needed the copy of the receipt which i provided and faxes i had sent of info she needed and than had to repeat that because her fax number did not work this went on and on for sometime i sent priority mail twice to her before with info she needed than she said there would be a replacement than she needed stickers on the ac to be complete iwas not able to get the stickers they were on 7 years already i called to tell her and she told me to put a hair dryer or iron on it to loosen the stickers it came off but like shredded really no info can be taken off of it and than she said there was nothing she could do . i went to ****** appliance in hollywood fl to buy one because its been so hot and going on for 2 months i was hoping the friedrich ac company can work with ****** to get me a credit on my card,being that is the place that was going to replace if ***** would of get permission fron the friedrich ac company

Desired Settlement: help hot in fla

Business Response: We have responded and provided an offer to Mr. **** to resolve.  below is an emial sent on 8/28/2015 to Mr. **** and we are waiting for his response.

Mr. ****:

I spoke with ****** and they do not have the exact unit replacement for yours but do have the newer version, CP18G10. They are willing to replace it so you don't have to wait for us to ship it but they charge a $50 fee for processing the replacement. Since we are replacing the unit we would not be able to absorb the fee, but if you are willing to cover that cost we can proceed with that option. Otherwise, we will have to ship it from here.

Either way, I will need to get the original data tags from your unit before we issue the authorization. These are the 2 stickers on the front of the unit that have model and serial number, and the silver sticker from the left side of the unit that has model number and other information. Please send them to me as follows:

"    Remove the informational stickers off the of the unit
"    Place on a blank sheet of paper
"    Make a copy of the tag(s) for your records
"    Please send original tags to:

Friedrich Air Conditioning
ATTN: ***** - ******
10001 Reunion Place, Suite 500
San Antonio, Texas 78216

So to recap, please let me know whether we will be replacing through ****** or shipping from here, send me the tags and we can finally have this resolved.

Respectfully,

***** ********, Consumer Service Advocate


CT#******

9/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ********* air conditioner at ********* (Nutley, NJ) about two months ago, model ******** (~450 retail). Once my Contractor installed the brand new air conditioner, they realized that it was defective and did not work. I called *********, and was told I could not exchange and they sent someone to repair the brand new unit instead. The repair person (from ****** ***** ********** Nutley, NJ) was trying to fix it with the blades moving and something got stuck. They stuck their hand into it and cut themselves and broke the blades on the machine. There was blood all over my kitchen, and in and on the air conditioner. I called the repair place to report it, and was later told I had to keep this unit was told she had to clean it. I complained to ********* and they spoke to ****'s, which was advised by your company to steam clean the machine to 'clean it'. This air conditioner was bought for a kitchen, and I find it unacceptable that a company such as yourself cannot exchange a brand new air conditioner that was not only defective, but now broken and covered in blood. I also find it unacceptable that your option was to steam clean. I called customer service and was told that the supervisor confirmed that steam cleaning would get the blood out. How can you provide this information with any confidence? Do you have a cleaning and santitization procedure that would confirm that I would not be inhaling blood, and that steam cleaning the unit doesnt affect the life and warranty of the machine.? I asked to have a supervisor call me back to assure me no blood remains in the machine and to have an external lab to test this. Also I would still need someone to come back and actually repair the air conditioner that they broke. I cannot believe I am having to deal with such issues with a brand new out of the box air conditioner. It is also a health and safety concern to keep and use an air conditioner that can potentially cause an inhalation hazard to my family.

Desired Settlement: In order to resolve this issue, I want to exchange the broken and ***** air conditioner for a brand new one of the same model., have it delivered to confirm it works once I receive it, and have the damaged one picked up so that I do not need to contact the machine with blood.

Business Response: ********* informed of the incident on 07/31/2015 by ****'s Major Appliance Service who performed the repairs.  ****'s offered to steam clean the unit professional at no cost to the consumer.  The consumer opted not to have the unit steamed cleaned and requested to have replaced.  ****'s informed the consumer that ********* Brothers would need to address their request.
07/31/2015 ********* contacted ********* Brothers spoke with Rocko who informed ********* they support ****'s efforts to steam clean the consumer's air conditioner
07/31/2015 Consumer contacted ********* to request ********* to replace unit.  ********* informed consumer that we will support ********* Brothers efforts if they are open to exchanging the unit. Consumer was not in agreement.
08/12/2015 ********* was contacted by ********* brothers for ********* to provide a return authorization for the failed unit. ********* complied and generated RA# ***** and provided to ********* Brothers.  ********* Brothers to replace the consumers failed unit.

1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have approximately 15 Friedrich PTAC unit in our facility. I have had a repetative problem with these units. I have mailed letters. I have mailed defective parts. I have spoke to customer service, and the only comment that i get is that the products fail and have to be replaced. The problem is the same on every unit that I have serviced. I have measured the voltage to these units. It is good. I have checked the wiring to these units, it is good. The units are all in operable conditions with no physical damage. I have repaired at least 9 of these units with parts from units that I had already scrapped because of this same problem. I just went and looked at another unit in our facility, manufactured by the same company, and it seems to be headed in the same direction. There is major discoloration in the electrical connections and wires.

Desired Settlement: I would like replacement control boards for the units that I have in our facility manuftured by this company.

Business Response: The *********** is a 2007 - 09 mfg years product.  It appears that the failure experience happen in the third year of operation.  The description of the issue found is vague and would require further explanation.  If you would contact us at ###-###-####, ext* *** so we can better understand the actual mode of failure.  Thank you. 

Consumer Response:

Complaint: ********

I am rejecting this response because:
I have tried to speak with customer service department at Friedrich about this extended problem. I understand completely that the units that are involved are out of the so called warranty date. The problem that I am having is more than just a service issue, I also consider the problem a direct fire risk. I tried explaining this to the tech department but was repeatedly quoted that these units are operable parts and will fail. That is understandable, but should the same part on every unit in question be the exact thing that fails everytime. Not only failing but melting to the point that the item will no longer work. I am thouroughly disappointed in the concern of what the failure really is to those who are more worried about the date of service.

 

Regards,

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

Business Response: Friedrich does appreciate your position and will address your concerns.  There are no records of any previous history or calls that were made by you that are on record. We asked that you do contact our technical assistance toll free line speak with a representative.  Inform them that you feel there are risk with the product.  The attendant will take the necessary information and provide to our Risk Management Department if required. You will be provided a case number for your records. The toll line is ###-###-####, ext* ***.  Thank you.

1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a portable Friedrich air conditioner/heater/fan/dehumidifier through Ebay from ********* ********* and paid on my VISA through Pay Pal in June 2013. The first unit, installed by a professional handyman, didn't work. We called Friedrich who directed us through diagnoses, but he said it was broken completely. I offered to send it back, but he said no. He sent another one, received Sept 2013. Everything worked but the heater, which I most needed. We called again, through diagnoses; was told it needed Friedrich authorized repair but that there was no one in my area (Pittsburgh) to fix it, so I would have to take it to LJ Service. I was in a near death accident in Jan 2012 causing shattered pelvis, multiple back fractures, entire body damage, severe brain damage, etc, and still today have permanent disabilities, going through one surgery after another and am not nearly done. I could not have sustained the ride, let alone transport the unit as I was unable to even walk, drive and could barely function. The unit weighed almost as much as I did. It. LJ Service was only about 7 miles further than their 25 mile boundary, which seemed petty. LJ Service offered to pick it up, but that has never happened. It was not on the website that they didn't service Pgh area. I have also spoken to *****, co-owner of ********* ********** AKA, ***. They have refused since day one to refund my money, and I have been overly generous in allowing them time to fix or replace it. I have a lot of documentation to back up my statements.

Desired Settlement: I just want this to be resolved as soon as possible. Since it has been so long, I have lost confidence with both the manufacturer and supplier and have bought another unit elsewhere (just a heater). At this point, neither organization will take my calls or return them in order to make right on what they have done to me. I paid full price for a new unit and so far I don't have any fully working product. Please intervene, please help me. Thank you very much!

Business Response: Friedrich understands that the company that sold the unit is providing the consumer full refund with the return of the purchased item to their facility.  If this is incorrect please contact us @ ###-###-####, ext. ***  reference case # ******
Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me provided that:

1. They also pay for return shipping if they require the unit(s) to be shipped back, preferably with pick up at my house, and
2.  As long as I receive final resolution and my full money back by February 15, 2015.


Regards,

***** *****

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 1 year warranty on a Friedrich air condition window unit (230 Volts-EP18-EP24) purchased and installed on 10/11/2013 from ****'s for $757.74-order # *************. . I called Friedrich at least 2 1/2 months ago regarding a warranty no charge service on my AC. They gave me 3 companies: Texas Air Company who does not want to deal w Friedrich anymore, especially w warranty service; Bayou City Appliance which cancelled three scheduled appointments; Cool Warning who will charge me, regardless of warranty, $89.00, and it will be another 2-3 weeks for paid service UNLESS Friedrich authorizes double trip service; and, Hornet Appliance who has not returned my call on 8/1/2014. My warranty expires on 10/11/2014. If I cannot get service how can Friedrich honor their warranty service. I spoke to ***** on 8/1/2014 at Friedrich and he assured me if the warranty expires that they will honor the no service fee under the warranty. Of course this is not in writing and no one wants to deal with Friedrich or they will charge me otherwise. It is going on 3 months and this is absolutely unreasonable or acceptable. Customer service at Friedrich provided me with companies who are not responding to my need. Moreover, they are not meeting my need with companies in my zip code who do not want to deal with them or wanting to charge me. Unacceptable from my point of view and would like this resolved before my warranty runs out.

Desired Settlement: I am demanding a no cost service appointment that is met by their representative company before 10/11/2014.

Business Response: I have contacted all the companies listed in the complaint.  What they had informed Friedrich is that they were informing the consumer that a proof of purchase is required to receive warranty service.  If proof of purchase cannot be provided then they would charge for the services to rendered. They will work on the unit if the information is provided.

I also contacted ****'s Service department who is a Friedrich warranty provider and they will service your product.  Please contact them at ###-###-#### to schedule the service. they have your records on file so no need to provide the proof of purchase only your contact information and what is the issue with the unit.

However, you decide to proceed with scheduling service for your unit if you run into an issue contact me at ###-###-####.  Thank you

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


7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The dehumidifier I bought from them worked a handful of times. It then broke. It is under warranty I gave it to a licensed service dealer in Revere, Mass. 11 MONTHS ago who has gotten the wrong part shipped and since then, has gotten the run-around from Friedrich. I have attempted three times to reach Friedrich via their customer service email and NOT ONE TIME have they ever gotten back to me. I spent $288 for this product and have used it a few times before it broke. I need a refund if they refuse to address my complaint and/or refuse to ship the correct part to the repairman (name is *******).

Desired Settlement: I prefer a refund- if obviously at this point, Friedrich can't ship the correct part, then I have no faith in their product, nor their customer service for that matter. The product is the Friedrich D70BP 70 Pint Dehumidifier with built-in drain pump, front bucket and continuous drain. I purchased it Sept 14, 2012. The order # via amazon was 103-*******-7323424 for 289.95. The responsibility lies with Friedrich w/ the warranty, not amazon.

Business Response: We do show an open case file for this customer.  I have left a voice message for Mr. ********** to contact my office @ ###-###-####, ext. 530, ***** *******

Friedrich will provide the parts to fix the failed product, replace the product or refund if the first two offers are not acceptable.  Thank you.

They can reference case# ******

Consumer Response: Complaint: ********

I am rejecting this response because:
 I have received no such message at either phone # on file: ###-###-#### or ###-###-####. I did call the number that was left in response to my complaint, but have only reached a voicemail system. I left a message, but no return call yet. I need to know what action is UNDERWAY. Is the unit being fixed and available for me to pick up this week, or am I being shipped a new one right away? I need a functioning dehumidifier right away- it was sent in for service 11 MONTHS AGO. Approximately 5 e-mails I've sent to Friedrich over the past 8 months have never one been responded to.
Regards,

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

Business Response: Attached are the supported documents that the complaint and Friedrich have come to agreement. 

Friedrich provided one no charge replacement unit and the complaint provided Friedrich the model/serial and
bar code identification tags from their failed/damaged unit.

Friedrich had received the unit tags and the complaint has
received the new replacement unit. 

Respectfully,


***** *******, TAC Manager
Friedrich Air Conditioning Co.
10001 Reunion Place, Suite
500, San Antonio, TX 78216

P *** *** ****
| T *** *** **** | F *** *** ****

s*******@friedrich.com | friedrich.com

Consumer Response: 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.

Regards,

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

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the 4th **** (air conditioning) unit from friedrich. The 1st one was replaced because it was defective from the factory (was not caulked so all the window would go through) - that took two weeks to resolve. The second unit would make a grinding noise, shut off, and I ended up buying a replacement unit because I could not wait for it to be fixed. When I got that one back the cord was sliced and was told they didnt find anything wrong. Finally they refunded me for that one because I had bought a replacement unit as I needed a working unit. This makes the third unit. Now this unit also was replaced within a week because it was making a grinding noise so ********* gave me a replacement the following week. This is now the 4th unit. It worked fine - no noise problems however after a few months the thermostat wouldn't work properly. You would have to leave it at 68 degrees otherwise it would constantly blast ac (if it was below 68) or constantly blast heat if it was above (68). I basically had them come 3-4 times and the technician told me it's because my bed was no so far away (even though i never had this issue with the other units nor the unit I have upstairs). Finally a new technician realized it's the computer and replaced it (this is almost a year after a bought it - now it is working properly!). So now finally after a week of a unit that is actually working properly it started making a whirring sound on the left side and water is overflowing over the styrofoam onto the metal tray. It's just ridiculous. I don't have time for this.

Business Response: Our file indicates that we had purchased the failed unit back from Mr. ***** on 09/11/2013 and that our service agent *** **** delivered a check to Mr. *****, check# *****, for the amount of $817.08 then removed the failed unit from his property. 
We closed his file on 09/19/2013 after checked cleared.  The unit we refunded Mr. ***** the $817.08 is a model# *********  ser# **********  
The last contact we received from Mr. ***** was on 04/25/2014 and we informed him that the unit he is wanting service on was purchased back by Friedrich on 09/11/2013 for $817.08. We informed him if he purchased another unit we would require the model and serial number to the new purchase unit in order to provide assistance.  We received no further contact until this BBB inquiry.
If Mr. ***** has purchased another Friedrich unit we need the model & serial number and copy of receipt in order to provide assistance.  thank you.
 

7/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Friedrich Kuhl air conditon, model number YS12N33, to replace our aging Friedrich unit which worked flawlessly for ten years. This unit, like the previous unit, is both a heating unit (with heat pump or resistive heat depending upon the temperature) and a cooling unit. The unit was not actually installed until March since the house wiring needed to be upgraded. For three months, the heating cycle worked well. However, in June when cooling was required, no cooling could be obtained. Since the unit is rather complicated and must be programmed through the computer, I reset the programming to be 72 degrees all of the time. This did not help. At this point, I had my wife, *********, contact Friedrich support. Friedrich provided three possible service providers. Of these, one never answers the phone, the other said they could not come out for three weeks and the third, ******** ********* ******, said they would come out as soon as they could. As it turns out, ******** did not come out to look at the unit for three weeks. ******** said the fan was stuck and they had got it going again. However, ******** said we had to pay for the visit and the Friedrich would reimburse us. The cost was $80. Several hours after ******** left, the unit stopped working. After contacting ******** ********* ******, they said they would have to order a new fan, but they would have to get Friedrich to approve this first. Another week passed and we could not get ******** to answer their phone other than their messaging system. They have not responded to our messages that we have left. We have no way of knowing if Friedrich has approved the new fan replacement or not. After contacting Friedrich again, they informed us that our only choice at this point is to continue with ******** ********* ******. Friedrich stated that we could get reimbursed for the $80, but that we had to fill out a form that Friedrich will provide. Another week has passed and still no action from ******** or Friedrich. Just to be clear, we live in ********** ********. The summers here are brutal with high humidity and high temperatures. It is dangerous to be in these conditions without some relief. It is callous that Friedrich is lackadaisical about repairing our unit, always pushing off the problem to their three "approved" service companies; companies that treat a warranty service call with lowest priority, apparently. The heat/humidity is so dangerous in fact, I am considering buying another brand of air conditioner just to get relief. Since that would mean that I wasted $1500 on this Friedrich unit, I am trying one last time to get the unit fixed. Hopefully, the BBB can help.

Desired Settlement: Please get the unit repaired ASAP. If it cannot be repaired, replace the unit. If this unit is fundamentally flawed, then just refund my money. In any case, something must be done soon, the worst of summer heat is upon us.

Business Response: Friedrich has reviewed their file and would like to extend the offer to replace the faulty unit with a new replacement.  In addition to reimburse the $80.00 that was paid to the service company.
You can contact me by telephone or email if needed at the following ###-###-#### or ********************** 

Friedrich does apologize for not tending to this matter sooner and appreciates you for allowing us this opportunity to make things right.

Consumer Response: 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.  Friedrich's quick response and solution to the problem are commendable.

Regards,

*** *****

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 2013 We purchased two Friedrich airconditioning windows unit on August 30, 2013. One unit produced loud metallic noise out of the box. We contacted Friedrich (###-###-####), who gave me the contact of their local maintenance contractor, Coolair (###-###-####). Coolair technicians inspected the unit and concluded its compressor was defect. Coolair said they need to order the compressor before they come back to replace it, but they never came back. We called Coolair several times last fall and winter, and they said they haven't received the compressor from Friedrich. March 2014 We called Friedrich in March 2014, Friedrich said they would contact Coolair and someone from Coolair would contact us shortly. But nothing happened. April 2014 We waited until April, and called Friedrich. Friedrich asked us to peel off the label with the model number and serial number and send it back to them, then they would send us a replacement unit. We did as instructed and received a call confirming they have received the label. May 2014 Early May, someone from Metropolitan Airconditioning called me that Friedrich has sent them my replacement unit but it was defect again. They needed to ask Friedrich to send another one. I called Friedrich on May 27 to check the status, and was told they have already sent another unit to Metropolitan Airconditioning for delivery. June 2014 I called Metropolitan Airconditioning (###-###-####) on June 5th, one week after Friedrich said they had sent out the replacement unit, and Metropolitan Airconditioning said they haven't received anything. I called back Friedrich on the same day (June 5th), and someone told me that they have just sent out the new unit via ABF, a logistic company. They gave me a tracking number *********. Today is June 10th, 6 days after they said they had sent out the unit, and the tracking number is still showing "shipment not found" on ABF website.

Desired Settlement: I need Friedrich to FedEx overnight a brand new unit to my home, immediately, and I will get a contract to replace it. Friedrich then needs to reimburse the full installment/replacement cost.

Business Response: Friedrich was informed by Metropolitan A/C that the new replacement unit SQ05N10 has been delivered and installed.  In addition, they informed Friedrich the unit is in good working order and that the customer was in agreement.  Services were provided on 06/16, 2014.

I made attempts to call the customer at ###-###-#### and was not able to reach the customer to inquiry about the new replacement unit and to inform the customer that they have a brand new warranty.  In order to obtain this warranty they need to registar the replacement SQ05N10 unit at the following www.friedrich.com or send in the product registration card.

Thank you.


6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello. Please find below a letter I mailed to Friedrich in September 2013. It will give you the history of the problem I've had with the Air Conditioning unit I purchased from Friedrich. I originally submitted the complaint through their online form and never received a response. 6 weeks after mailing the letter I received a call from ****'s Air Conditioning repair, whom Friedrich asked to contact me. ****'s told me that since it was now the Fall they would contact me in the Spring to come by and take a look. They never contacted me so I emailed them on June 5th via email. I received no response as of June 16th. So I called and was told I was too far out of the way for them to have a repair person come to my home but to check back in a week and maybe they could send someone. The replacement air conditioner is still having the same problem - the compressor will not stay on for more than 5 minutes no matter how hot it is and by the middle of the night it completely stops coming on. I wake up in the middle of the night every single night because of how hot the room gets and have to unplug the air conditioner for a minute and plug it back in to get the compressor to come back on. As you can see in my original letter, I once waited hours to see if it would ever come back on and the room reached 92 degrees and it still didn't until I unplugged the unit. I went through this last summer and I am not spending a second summer with a malfunctioning air conditioner. Friedrich's customer service is shameful. I want a refund and they can have this defective product back. Thank you - my original letter is below. ----------- Hello, My name is ******* ********** and I live in **********, New York. On September 10, 2012 I purchased a Friedrich Kuhl Series SS15N30 14,500 BTU Room Air Conditioner for my bedroom. I installed it in April 2013 and right from the start noticed a problem where the compressor would only stay on for a few minutes and then click off. Within 10-20 seconds it would click back on. This would continue no matter how hot it was outside or inside the bedroom. I called Friedrich in June and was told to call a service center for repair. The first time the service company came was in the middle of a heat wave. They told me they would have to take the air conditioner with them for repair. Furthermore the serviceman told me that despite being Friedrich's best model, he finds himself repairing the Kuhl series more than any other air conditioner. Friedrich told me that despite the fact the air conditioner was under a year old and clearly had a serious problem they could not replace the unit, it had to be serviced. Instead of being without an air conditioner at all during a heat wave, I waited a week and then had to drive the air conditioner myself to the Bronx (a 25 minute drive) because the service center could only come to my home one time (they did not tell me this before the first visit) and leave it there for a week to be repaired. A week later I got a call from the service center that they could not find anything wrong with the air conditioner. They advised me of a couple of different things like cutting down a tree outside that was nowhere near the air conditioner (which I did) and keeping the bedroom door open (which I tried). I went back to the Bronx, picked it up and reinstalled it. It was still doing the exact same thing - clicking on it off literally every minute. So I called Friedrich again. I was told to call the service center and have them look at it again. The service center came back to my home in July and advised me to keep the thermostat at 72 (the thermostat goes all the way down to 60 mind you) and it should be fine. This of course made no difference and the air conditioner continued to click on and off throughout the night. I called Friedrich back in August because the compressor was no longer coming on at all and they finally conceded to replace the unit. A serviceman came on 8/30 and installed a brand new unit. Guess what happened when they took out the old unit? The inside was completely frozen (not even an exaggeration, it was a block of ice). The serviceman told me that indicated a serious problem with the unit. So after an entire summer of trying to get this unit repaired and being told nothing was wrong with it, the air conditioner was defective. The serviceman told me I'm lucky it didn't explode. I've now had the new unit for 12 days. It doesn't click on and off anymore. Except now it has an entirely new problem. When I turn the air conditioner on at night before I go to sleep (~11:30PM), the compressor stays on and the room gets cold. When I wake up in the middle of the night (~4-5AM) the room is extremely hot and humid and the compressor is no longer on. On the LCD display when the compressor goes off it usually shows an hour glass for when the compressor will come back in. When I wake up in the middle of the night it does not show that hour glass and the compressor never comes back on. I waited an hour two nights ago to see and it did not come back on despite the room getting hotter and hotter. So I unplugged the unit and plugged it back in. Wouldn't you know it the compressor now came right on and stayed on and the room got cold again. I decided to do an experiment last night. It is 95 degrees in New York today. Last night I woke up at 6AM and sure enough the compressor was off and it was very hot in the room. I waited and waited for the compressor to come on. Nothing. No hour glass. No sign of it coming back on. I have an electronic thermometer in the room and watched the temperature rise. By 10AM (4 hours later!) the compressor still hadn't come back on, it was now 87 degrees outside (over 90 with humidity) and the temperature in the room was 92 degrees! - but the compressor still would not come back on. So I unplugged the unit for 1 second. Plugged it back in. And the compressor came right back on and stayed on until I shut it off myself 2 hours later. The serviceman continually advised me with the other unit (the one that was later proven to be defective) that there are sensors inside this unit that when they get cold cause the air conditioner to shut the compressor off. Clearly that wasn't an issue with the first unit since it clicked on and off every minute. And it obviously can't be the problem with this unit since it never comes back on until you unplug it. This unit was $979. Significantly more money than similar size air conditioners but I spent the extra money because I was told this was Friedrich’s top of the line model. I'm at a complete loss. There is something seriously wrong with this model air conditioner. The previous air conditioner I had was half the price and never had these problems. Obviously from reading this you can imagine that at this point I'm quite disgusted. I would like to know how Friedrich can resolve this issue. I do not want to bring this air conditioner to another service center and get the same run around for 3 months. If I cannot get a suitable response at this point I am going to have to file a complaint with the Better Business Bureau. On one final note, I own two other Friedrich Kuhl air conditioners that I purchased on the same day as this unit. The total was $3,200. That's a significant amount of money to spend on one manufacturer and should show you the level of faith I had in Friedrich's products. ******* ********** (***)***–**** ** ********** **** **********, New York *****

Desired Settlement: I would like a refund for this product. This model air conditioner is severely defective. I am no longer interested in having it reapired.

Business Response: We can appreciate the customer's request and would offer to exchange the product at no cost to the customer.  If this is acceptable please contact Friedrich @ 210-***-0**0 or ###-###-####, ext. **0 ***** *******.  Thank you

Consumer Response: Complaint: ********

I am rejecting this response because: it is clear that Friedrich did not even read my complaint. If they did, they would have saw that I had to fight with Friedrich's all last summer to get a replacement air conditioner and it is doing the same exact thing the old one did. It is 90+ degrees here in New York this week and I had to wake up in the middle of the night 3 times last night to unplug the air conditioner to get the compressor to come back on. Without doing that the compressor will never come back on no matter how hot the room gets. Does that sound like what an air conditioner is supposed to do? NO. This unit is DEFECTIVE. The one I had last summer did the exact same thing. I am asking Friedrich's to please go back and actually read what I wrote in the original complaint. I do not want a replacement for this unit. I want a refund.

Regards,

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

Consumer Response: Complaint: ******** 

Please go ahead and re-open this case as I will accept Friedrich's offer to replace my air conditioning unit. 

Thank you.


Regards,

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

Business Response: Friedrich will comply with our offer. 
Friedrich to contact by telephone on 6/25/14 
T

Consumer Response: 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.

Regards,

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

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Friedrich send out services to my home the servicer billed Friedrich and billed me for the trip. I called Friedrich and was told on that I was not to be charge and there will call me back with update on my refund for the warranty work as well exchange the defective product that still does not work. Every timer I call I am on the phone for hours at a time and notting gets done. The agents at Friedrich only wants to know who I talk to but does notthing to help. Today I called and again I was left on hold for 4 hours . Why ? Friedrich case#******

Desired Settlement: exchange refund

Business Response: Friedrich received first initial call from customer on 03/12/2014 @ 1:03 PM and was advised from the customer that the front cover was broken on the Friedrich Air Conditioner, model PDH15K5SF ser: ACMP00174.  Friedrich generated no charge parts order and shipped new front cover 03/13/2014.

Friedrich received 2nd call from customer on 05/21/2014 @ 3:21 PM and was advised the same unit that had a broken cover was now not cooling.  Friedrich had warranty service dispatched to review unit.
Friedrich advised by warranty service company on 05/30/2014 @9:55 AM that the model PDH15K5SF ser: ACMP00174 had multiple refrigerant leaks.
Friedrich advised customer on 05/30/2014 @ 10:31 AM that their unit is to be replaced and in order to start the process the customer would be required to send the unit's model & serial data tags to Friedrich.  Upon receipt Friedrich will generate a new replacement unit order.
Friedrich received on 06/02/2014 @ 10:13 the unit model & serial tags from customer.  Replacement order is generated, customer advised shipment to be filled and shipped on 06/06/2014 (attached)

In regard to the customer hold time during the times called in to Friedrich none of the times we show records of indicate a four hour hold time.  The longest hold time recorded was nearly 12 minutes on 05/21/14 @ 3:21PM. 

We are providing the customer a replacement as requested.  ETA is 7 to 10 days from 06/06/2014 ship date.


4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2007 after much research I purchased 4 Ductless Air Conditioners from Friedrich. They were installed professionally and worked great for about a year and half. Then one by one they started failing. There has been so many different failures that I have lost track of which one have which new components. Not more that a year ago I was sent one completely new unit. This new unit has not worked at all this year. I have tried to speak with a supervisor but they never return phone calls. The new compressor that I need now is $720.00 not counting another $400 for installation and is on back order with Friedrich parts distributors. I am at wits end.

Desired Settlement: I would like at least a discount on the new compressor that I need and an expedited delivery.

Business Response: We have made two no charge parts concession for *** ******'s out of warranty unit. these concessions were performed in August of 2013.  *** ****** was informed that his unit has a one year parts only warranty (warranty attached) and his unit is out of that warranty by six years.  *** ****** insisted that Friedrich provide parts because he has had multiple issues and cost and because his intial investment was for four complete air conditioning systems.  Friedrich did agree  one time only to provide the parts at no charge.

*** ****** contacted Friedrich back on 2/19/2014 claiming compressor has failed on his unit and for Friedrich to provide the part no charge.  He was informed no more parts to be sent that his unit is out of the warranty period.  Friedrich will provide a discount on the purchase of a new system if *** ****** will remove  & provide the model & serial number tag of the failed outdoor unit . 

Friedrich proposes to provide a discount on the purchase of a new DSS system only.  *** ****** needs to provide the model & serial number of the failed outdoor unit to determine what system he is referenceing and the contact information on the HVAC contractor who will be installing the equipment if agreement on terms of proposal.




Consumer Response:

I am not sure what the next step will be to resolves this issue.  Please advise.

Business Response: The customer's request for discount is acceptable. The customer will need to order and pay for the compressor through the parts agency of his choice, then  submit a copy of the parts invoice upon receipt of the compressor and submit to Friedrich. Friedrich will reimburse 1/2 the cost of compressor to the customer.

Consumer Response: 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.

Regards,
*** ******

Consumer Response:

From: *** ****** [mailto:********************]
Sent: Friday, April 04, 2014 6:44 PM
To: **** ****
Subject: Re: Your BBB Complaint ID#*******, Friedrich Air Conditioning Co., Ltd.

Due to the fact that a new compressor will not be available until the middle of summer I have tried to contact Freidrich to make arrangements for an entire new unit which according to their email response they are willing to provide at a discount.  But since I have filed a BBB complaint there seems to be only one supervisor who is allowed to speak with me and he has not returned numerous phone cals now for 3 weeks.

Business Response: It is determined that due to the length of time to obtain the part ******** compressor, Friedrich would make the offer to provide a new ******** outdoor unit at the cost of $1257.29 + 65.00 freight for total of $*******.

The new unit suggested list price = $2398.00
The new compressor list price     = $1140.71

difference of new compressor from new unit = $1257.29
freight cost                                               = $    65.00
total                                                         = $1322.29

Friedrich requires a check made to Friedrich in the amount of $1322.29 plus the model & serial number tag from the failed unit requiring the compressor.

Should the customer accept this proposal contact *** ****** @ ###-###-####, ext. ***.  Thank you.


Consumer Response: 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.

Regards,

*** ******

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an air conditioner and heat pump unit from the company on July 22, 2013. After having it installed in October, it functioned for approximately 3 days before failing. I was given the phone number of the only warranty servicer in my area by friedrich to contact. The warranty servicer had limitied personnel to retrive my unit because it is a two-man lift and their policy is to provide only one delivery/ pickup driver which resulted in a loss of a work day for me. After the servicer had the unit I did not hear back from them until January when they told me friedrich did not have the replacement part I needed. I continually called the servicer, asking for updates on a weekly basis because we had several arctic cold fronts and record low temperatures which rendered my entire basement uninhabitable due to the lack of heat. I would like to have purchased another heating solution but this unit cost me $1,800.00 and I did not have enough money to seek alternative, energy efficient heating solutions. It is now approaching February and I just want my money back. I see that as the only acceptable outcome in this situation.

Desired Settlement: It is now approaching February and I just want my money back. I see that as the only acceptable outcome in this situation.

Business Response: I would like to see if *** ********* would be open to a telephone conversation to discuss this compliant.  Our current file #****** does not indicate any failure issues to this product, but informs of assistance provided to *** ********* for setting up a WIFI program on the product.  We would like an oppertunity to understand the issues he has presented.  Thank you.

Business Response: I would like to see if *** ********* would be open to a telephone conversation to discuss this compliant.  Our current file #****** does not indicate any failure issues to this product, but informs of assistance provided to *** ********* for setting up a WIFI program on the product.  We would like an oppertunity to understand the issues he has presented.  Thank you.

Consumer Response: Complaint: *******

I am rejecting this response because:
simply postings screenshot of The company's internal customer support system means absolutely nothing. I strongly suggest the company representative contact their ONLY certified warranty servicer in my area (***** ***: **** ********** **, ************) And better inform himself on the status of my repair before we attempt to have a conversation on this issue.
items to discuss:
1. Why does your company not provide a second employee for delivery/pickup when the item is a two-man lift, even when the customer is disabled? 
2. How long have you had the unit under question and how many times have you called Friedrich requesting the parts? 
Questions he should be asking his own customer support staff:
1. When did *** ********* initially call regarding his unit failing?
2. When he called back the next day asking for another company because of their failing to provide two employees for pick-up, why did you tell him there are no others and friedrich would not warranty the work at any other shops?
Regards,
***** *********

Consumer Response: Complaint: *******

I am rejecting this response because:
simply postings screenshot of The company's internal customer support system means absolutely nothing. I strongly suggest the company representative contact their ONLY certified warranty servicer in my area (***** ***: **** ********** **, ************) And better inform himself on the status of my repair before we attempt to have a conversation on this issue.
items to discuss:
1. Why does your company not provide a second employee for delivery/pickup when the item is a two-man lift, even when the customer is disabled? 
2. How long have you had the unit under question and how many times have you called Friedrich requesting the parts? 
Questions he should be asking his own customer support staff:
1. When did *** ********* initially call regarding his unit failing?
2. When he called back the next day asking for another company because of their failing to provide two employees for pick-up, why did you tell him there are no others and friedrich would not warranty the work at any other shops?
Regards,
***** *********

Business Response: I did as *** ********* requested and contacted the service provider 3J's who informed me the following:
1) They had the ******* unit in their shop
2) They discovered a failed power supply cord and electronic board
3) They received the components required but when verifying the operation of the unit it was discovered that the electronic board was not operating
4) They reorder the electronic board and found that it too was not operating and are currently waiting on another part
5) They were not charging the customer for removing the unit and transporting it to their shop
6) They informed us that their company is a small business and therfore do not have additional employees to help in the unit removals
7) They had the unit in their shop since early December 2013  

Friedrich proposal would be to grant *** ********* his request to refund his money.  What Friedrich requires is a copy of the original receipt sent to the following:
Friedrich A/C
***** ******* ****** *** *** *** ******** ** *****
Att: ***** *******

Upon receipt Friedrich will generate a check request to refund *** ********* for the unit purchased. Thank you.

Business Response: I did as *** ********* requested and contacted the service provider 3J's who informed me the following:
1) They had the ******* unit in their shop
2) They discovered a failed power supply cord and electronic board
3) They received the components required but when verifying the operation of the unit it was discovered that the electronic board was not operating
4) They reorder the electronic board and found that it too was not operating and are currently waiting on another part
5) They were not charging the customer for removing the unit and transporting it to their shop
6) They informed us that their company is a small business and therfore do not have additional employees to help in the unit removals
7) They had the unit in their shop since early December 2013  

Friedrich proposal would be to grant *** ********* his request to refund his money.  What Friedrich requires is a copy of the original receipt sent to the following:
Friedrich A/C
***** ******* ****** *** *** *** ******** ** *****
Att: ***** *******

Upon receipt Friedrich will generate a check request to refund *** ********* for the unit purchased. Thank you.

Consumer Response:

From: ***** ********* [mailto:**********************]
Sent: Friday, March 07, 2014 9:08 AM
To: info
Subject: Re: BBB - You have a New Message from BBB Regarding Complaint ********

 

Hello,

 

I had replied via certified mail to the business with all the items they requested in the agreed upon resolution. They received the items 13 FEB and I still have not received a response via email or snail mail. The BBB POC advised to reply with an email if I had any more difficulties.

 

Thanks,

 

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

Business Response: Friedrich had received all documents requested from customer and had generated refund check in the amount of $1834.23.  Check is being sent to local Friedrich Service company to schedule pickup of the all Friedrich items from customer and upon receipt provide customer refund check.

The process takes around 30 days from receipt of documents and process date of 3/7/2014.Below is the authorized service company who will schedule the service upon receipt of the refund check.  ***** *'s will contact the customer shortly.  Thank you.

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


3/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 10, 2013, I bought a Friedrich US08D10 Uni-Fit Series room air conditioner. The product is defective; it makes abnormally loud noises, like a train running on our wall, but doesn’t cool the room down. I called Friedrich customer service a few times, and emailed Friedrich on 7/28/13, 9/22/13, 11/6/13, 12/2/13, also sent my compliant to Friedrich via U.S. Mail in September of 2013. But Friedrich didn’t make any effort to resolve this issue; they said their local manager would contact me, but nobody contacted me. I followed up with Friedrich many times, but they simply ignored me and didn’t reply to my compliant. This unit is still under warranty, but I didn’t receive any warranty service. This unit is defective and Friedrich’s customer service is very poor.

Desired Settlement: Refund the money that I paid for the unit in the amount of $542.

Business Response: We had received *** ****'s complaint on 11/04/2013. Below is our transcript to which we had responded on 11/04/2013 & 11/05/2013.
Because it appears that *** **** is not satisfied with his current unit Friedrich would agree to replace the unit with one that is the same or equal in value.  If *** **** insist on a refund he will need to obtain through the source he purchased the unit from.  Friedrich will support Amazon.con (the source who sold the product) and their decesion.

Thank you.


******* 11/5/2013 2:42:20 PM

**** ******,

SPOKE TO ******'S THIS MORNING VERIFIED THE FAN BLADE WAS REPLACED FOR A NOISE ISSUE.  HE OFFERED *** **** TO HAVE ANOTHER SERVICE COMPANY FOR A 2ND OPINION ON SUSPECT NOISE ISSUE. ** **** REFUSED SECOND OPINION AND JUST REQUESTED WE BUY BACK HIS UNIT BECAUSE HE IS UNHAPPY WITH THE UNIT, AS WELL AS, DISAPPOINTMENT  WITH THE SERVICE HE HAS RECEIVED. **** INFORMED CUSTOMER THAT REFUNDS NEED TO BE THROUGH THE STORE WHERE UNIT IS PURCHASED. FRIEDRICH CAN ONLY PROVIDE SERVICE OR REPLACEMENT UNIT.  *** **** TO FILE COMPLAINT TO BBB AND INSIST FRIEDRICH PROVIDE REFUND.  

********


-----------------------------------------------------------------
******* 11/4/2013 3:22:21 PM
UNIT SERVICED BY ******'S.  ******'S REPLACED THE FAULTY FAN BLADE, WHICH IS THE CAUSE OF THE NOISE REPORTED.
CUSTOMER IS STILL UNHAPPY WITH UNIT'S SOUND LEVEL AND IS REQUESTING A FULL REFUND OF $542.00. CUSTOMER REQUEST FRIEDRICH MANAGER TO REVIEW. SENT TO **** ******, FRIEDRICH n.e SERVICE MANAGER FOR DISPOSITION.

********

Name: ****** ****
Email: **********************
City: *********
State: *** ****
Phone #: **********
Department: Warranty Registrations
Comments:
On June 10, 2013, I bought a Friedrich US08D10 Uni-Fit Series room air  
conditioner at *********** Unfortunately, your product is defective. It makes  
abnormally loud noises, like a train running on our wall. We couldn't use  
the air conditioner at all.
I called Friedrich customer service and was told that I needed to contact  
local Friedrich authorized service centers directly. I called many service  
companies, but almost all of them refused to come and said that they would  
only service air conditioners that were bought from them. Only one Service  
Company - ******'s TV & Appliances sent a technician over on 7/24/13, and  
the result was that the AC unit was defective, but he couldn't fix it.
I have been trying to resolve the issue, emailed you on 7/28, 9/22 and also  
sent my complaint to you via U.S. Mail in September. But nobody replied to  
me! The unit is under warranty, but I didn't receive any warranty service.  
Your customer service is also disappointing.
To resolve the issue, I demand you to refund my money in the amount of $542  
or give me merchandise credit of $542 to be used for split AC or other  
Friedrich product. If I don't hear from you within 7 days, I will bring  
legal actions against your company and will file complaints with the  
appropriate consumer agencies. Please contact me by phone at ***** ********  
or by email at **********************.



-----------------------------------------------------------------

Consumer Response: Complaint: *******

I am rejecting this response because:

1.      ****** didn’t replace the fan blade. It is a lie! The guy came, looked at it and said that he couldn’t do anything to fix it. This is really a shame that ****** or Friedrich tells a lie like this one!
2.      I never received any offer for another service company to look at it. In fact, I called many service companies, but almost all of them refused to come and said that they would only service air conditioners that were bought from them. ****** was the only one came, but didn’t do anything.
3.      After I made more than 20 phone calls/emails to Friedrich for half year, I didn’t get any response from Friedrich. They didn’t offer me any replacement or service, just simply ignored me. Because I have been very disappointed with Friedrich’s product quality and service, I already bought another AC unit from another company. Now, I just want you refund my money. This is the only acceptable outcome in this situation.
4.      The problem is the product quality and warranty service which are Friedrich’s responsibility, not ******’s responsibility. Why do I need to contact ****** to get the refund? Friedrich should stand behind the products that they made.

Regards,

****** ****

Business Response: Friedrich can appreciate *** ****'s veiwpoints, however, in order for *** **** to receive a total refund he would need to make the arrangements through ***********where the unit was purchased.  Friedrich will support ***********efforts to resolve.
Friedrich will provide a replacement unit if *** **** is open for exchange of product.  Of course we would need for the suspect failed unit to be returned first in order to provide the replacement.  Friedrich will provide the transportation and absorb the freight cost for this return if accepted by *** ****. 

Consumer Response: Complaint: *******

I am rejecting this response because: After being so disappointed with Friedrich's AC unit and customer service, I don't want any product from Friedrich, and NOT open for exchange of product.


Regards,

****** ****

10/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Friedrich Case #: ***** RE: Friedrich Customer Service and Technical Support incompetence. Maybe someone at Friedrich will take interest in how a repeat customer is being treated by your Customer Service and Technical Support staff? Something as simple as trying to diagnose an ongoing issue with one of your **** units shouldn’t be met with such incompetence and indifference. Your time is precious (and so is mine). Here is a summary of why I feel neglected as a Friedrich customer (with specific details below): SUMMARY: Several technical questions have been raised by the Friedrich authorized repair technician and myself as to why one of our **** units is not consistently blowing cool air. A technician speculated that there may be a thermal protection device tripping on the compressor; however after almost 2 MONTHS of repeated attempts to answer this question we are still waiting for Friedrich’s response. If the overheating theory is true there have been no diagnostic codes or control panel warnings to confirm it so we need instructions from Friedrich on how a thermal overload can be verified when the issue occurs again (perhaps wiring a remote lead so this can be easily verified without removing the heavy unit from the enclosure?). Overheating seems unlikely because we have run this unit for 4 days straight in 90+F degree weather (24/7) without ever having it fall out of cold mode. The unit only has problems on initial startup or within the first hour of power up. Once the unit is power cycled several times the problem is resolved and runs normally. Therefore our theory is that the issue may be electronic related and not overheating related. Regardless of the root cause of this issue, the lack of support from Friedrich’s Customer Support and Technical Support has been quite infuriating. This issue has personally cost me multiple lost days from work and hours of time trying to reach support representatives and constantly re-asking the same questions that continue to go unanswered. After almost 6 weeks of back and forth with Friedrich Customer Support (******* ******) who tells me she “isn’t able to check voicemails” and “can do nothing further for me”, or the last two weeks where I was told to work with Technical Support (***** *******), who has been MIA, I am left to plead my case to heads of the company who I’m sure have much more important things to do. The only substantial response from Friedrich Customer Support has been that my exterior clearances are not large enough (minimum clearances are nowhere substantiated on the Friedrich website, nor within the installation guide that is provided with the unit). ******* informed me that Friedrich wants me to share in the cost of constructing and installing a custom baffle so Friedrich can see if their overheating theory is correct. After investing over $5,000.00 in **** units and installation costs I refuse to spend one penny more until Friedrich has successfully proven the root cause of this issue. If Friedrich wants a baffle installed as a troubleshooting step they should have their technician fabricate one for testing. I have even offered to install the baffle myself and conduct testing which I will report back to Friedrich, but we will not pay anything towards troubleshooting this issue. That burden is on Friedrich. We have reason to believe this issue is electronic related. After almost 2 months of revolving discussions and email-dodging my patience is completely gone with your staff. Friedrich should provide and install the baffle to prove their unit is not defective or at least provide some way for us to verify the compressor is in fact experiencing thermal overload when this problem next occurs. We cannot be expected to purchase more accessories for this malfunctioning unit when we haven’t sufficiently proven the root cause of this issue. I want this issue addressed without further delay. Friedrich obviously dropped the ball here. Please make this situation right so we can both move on with more pressing matters. Thanks for your time, *** ***** ****** ** ******* **** *********** ** ***** ********************* DETAILS: August 6, 2013 - I called one of your authorized repair centers (**** ****** * *** **** ** ************) to schedule a visit from a technician to investigate an ongoing issue with one of our **** units (model#: *********). The unit was installed following all installation guidelines but from the beginning this unit would occasionally experience a problem getting into cold mode. All settings were selected correctly and the unit was not dropping into standby (hourglass) mode, yet it would only blow 60-65F instead of the normal 40-45F. To resolve the issue the unit had to be powered off\on several times. Then the unit would function normally without further issue, running sometimes for 4-5 days straight (24/7) through some of the hottest summer days. Initially we attributed the problem to user error but as we entered the 2013 summer season we confirmed the problem was definitely with the **** unit itself. August 12, 2013 - Friedrich repair technician came on site to investigate. No diagnostics or temperatures were taken. The outside temperature was cooler on the day he visited and I explained that we usually only experienced the issue on hotter days. The technician contacted the Friedrich tech line to discuss the issue and then reported to me that Friedrich tech support told him that warranty service could not be performed due to improper installation and that nothing further could be done about the issue. Apparently, Friedrich insists on 3 feet of clearance around all exterior sides and 4 feet of clearance from the top of the unit to the ceiling on the interior. The technician himself stated he felt my clearances were adequate and had seen units working reliably under worse conditions. I also provided him with all the included paperwork that came with the unit and showed him how none of these supposed clearances are stated anywhere in the Installation and Operation manuals. The only clearances specified are wall thickness (to prevent blocking the exterior intake vents) and the exterior slope of the unit. Both these specifications were correctly followed. He verified that I had followed all the Friedrich guidelines but said there was nothing more he could do and he left. Background: Our **** unit was installed into an existing lower level window which is mostly below ground. The exterior side of this window opening is protected by a large egress type window well, providing approximately 1.5' of exterior clearance on all exterior sides. On the interior side, the window is located up very high and only 4" from the ceiling. Of course this is not ideal placement but this was the existing window we were working with. This installation method and clearances are not restricted on the **** unit or in the Friedrich installation guidelines. If such an installation was restricted then we never would have went through the trouble of removing our existing window, digging out the largest egress opening possible and installing the **** unit as was done at great time and expense. After the technician left I immediately called Friedrich customer service myself to figure out more about these supposed minimum clearances. I spoke with ******* ****** and she opened a case for me. She also said she spoke to the technical folks and had no record of anyone in the tech support department talking to the N.F. Landis technician less than an hour ago? After I explained everything she asked why I did not use a different service center? I told her I just picked whatever one was closest. ******* said she wanted another technician to come out, this time from ******* ********* **** So I scheduled another day off from work and made an appointment with ******* ******** for August 23, 2013. August 23, 2013 - ****** from ******* ******** came out and verified that room size and temperature measurements around my 1900 sqft room were consistent with temperatures right at the units vents. He could not find any reason for the unit blowing non-cold air (@60F) and we were unable to reproduce the problem when he was there (unit blew around 45F consistently that day). The outside temperature that day was only 75F degrees and most of my problems seem to only occur during higher outside temperatures (90+F). He also could not explain why the LCDI power cord had recently started tripping on us the prior week and then worked fine after being unplugged for 24 hours. He took some measurements, pictures and temperature readings outside the unit around the egress window well and obviously recorded some high temperatures in that area but the unit continued blowing in cold mode (@45F degrees) without issue. He speculated that higher outside temperatures combined with the window well clearances might be causing a thermal overload device on the compressor to be tripping. He said that such a trip could not be seen w/o pulling the unit out of the window and that the electronic display inside would not indicate when this kind of trip had occurred. I asked if there was a way to wire a test lead from the compressor back into the room so we could verify this thermal overload condition was in fact the root cause but he didn't know if that would be possible. We asked Friedrich to verify this theory on August 27th. Still to this day we have gotten no answer about this question or instructions on how this can be verified the next time the issue occurs. ****** offered several suggestions that focused on an overheating compressor as the culprit, the main suggestion was constructing a baffle system outside the unit to keep the intake and outtake air separated or enlarging my egress window well (not possible due to other utilities). But still, if high external temperature buildup was the root cause I asked ****** to explain why the unit could run for days (24/7) in 95F degree weather with consistent 42Fdegree cold air blowing? If he was right then the unit should be cutting out all the time during those hot days, which it was not. He said his hypothesis about outside clearances and hot air near the intake would not explain the problem we witnessed with this unit (ie, that upon starting up the unit it sometimes takes many off\on cycles before the unit will stay in cold mode. Once in cold mode it can run that way regardless of the exterior temperatures). August 27, 2013 - I sent an email to ******* ****** with all the above details from David’s Electric visit. I asked for information about verifying the thermal overload condition was actually happening. No response from ******* until September 4th when I called and got another Customer Service representative involved. September 9, 2013 - Finally got a response from ******* as follows: *** ******, In reviewing all the information provided by our two authorized warranty servicers, as well as the pictures provided by ******, with ******* ******** it is clear something needs to be done In order to route the rejected re-circulate hot air from the units side intake louvers. I have included the diagram above taken from the I/O Manual, found on page 37, figure 40, as well as the picture of your unit as it is today. The suggestion ****** of ******* ******** made regarding constructing a baffle system is the only remedy that will fix the problem of the re-circulated rejected hot air being introduced into the side louvers which is causing the unit to overheat the compressor and shut down prematurely. We would be glad to contact ****** with ******* ******** to install the baffle. Friedrich has provided two sources to review this issue and both sources informed us that it is the application causing the issue and the only remedy is the baffle. We are willing to split the cost for installing the baffle as a customer service concession. Application errors are not covered by the Friedrich unit warranty provisions. Please let me know. The only “sources” provided in this email were photos taken of my egress well and unit along with a scanned copy of the installation manual she cites. This manual page has no clearances specified other than wall thickness (which I am in compliance with). She does not address the question raised about verifying whether the thermal overload condition is even happening. She just states assuredly that this is the issue without any apparent need to prove her point even in the face of conflicting evidence. I emailed her back pointing this out and asking again for more proof that the compressor is overheating. September 13, 2013 - I get a response from ******* stating that they have deemed the issue to be "due to recirculation of rejected heated air". And that there is nothing further she can do to help e other then split the cost of a baffle that will be used to prove their hypothesis. She still does not answer our question about verifying the unit’s compressor has triggered a thermal overload, nor why it would work consistently after being power cycled several times? September 14, 2013 - I respond stating they have not sufficiently proven this issue is overheating related. I offer to assist by installing the baffle myself if Friedrich provides it but I would not pay for any troubleshooting measures, especially when we believe the problem to be electronic related. September 14, 15, 16, 18 - Still no reply from *******… September 19, 2013 - Still no reply from *******. So I send another email looking for a status update on whether Friedrich will provide the baffle and help get this issue resolved. She then responds, saying: *** ****** I have provided all the information necessary regarding your application, at this point I cannot help you any longer with this matter. I appreciate your confidence in me. However, you will need to contact *** ***** ******* at **************, ext. ***, for assistance. Of course I have absolutely no confidence in her ability to even answer simple questions that have been asked over and over and over again to no avail. Her tone is patronizing. So I reached out to *** ***** *******, as instructed, via phone and email starting on September 23rd and have yet to get any response other than to be told he would be back in the country on September 30th and get in touch with me then. Well it’s now October 11, 2013 and after several more emails I have yet to get any response whatsoever from *** *******.

Desired Settlement: 1. Do some actual troubleshooting on this warranty repair! 2. Have a technician install a baffle if Friedrich believes this is the issue (despite contradictory evidence). When the baffle fails to fix the issue an electronic issue with the unit will be confirmed and the unit should then be replaced. 3. Fix your clearance guidelines in your installation manual and compensate me for my wasted time and lost work hours by multiple service visits. - ***** ****** * *********************

Business Response: Good day *** ******,

 

I tried to reach you at 5:30 & 6 PM yesterday but no
answer. So I will take your suggestion and send you this e-mail.

 

I had reviewed the pictures and the two service company's
reports that both are in agreement that your application is not to our
installation design criteria. With that said I hope you will appreciate what I
am about to recommend.  It is the same recommendations by my staff, the
two service contractors and is based on the reports and pictures of the
application design by you.

 

In order for the product to work there is the need to
install  baffles between the side intakes and condenser discharge in order
to keep the rejected heated discharge air from mixing with the side intake air
which is vital for the unit to perform as designed.

 

Both service contractors are available to perform this
modification and Friedrich is still offering to participate in half the
cost.  I understood you felt that Friedrich should pay the entire bill for
this field modification and we can appreciate that request, however, Friedrich
has been cooperative in providing guidance, recommendations and in investing in
two service company reviews. Lastly we offered to pay half the field
modification cost.  We do feel that we have made an amicable offering and
hope that you will reconsider.

 

If you do reconsider please contact us at your earliest
convenience so we can inform the service contractor. Thank you.

 

Respectfully,

***** *******, *** *******

Friedrich Air Conditioning Co.

Consumer Response: Complaint: *******

I am rejecting this response because:

It's sad that it takes weeks of emails and finally a BBB complaint to get any response from Friedrich.

Please refer me to the specific page and section of the **** window installation guide where my installation method or clearances are prohibited?   I have asked this question several times and gotten no answer other than subjective opinions about how much clearance is the "minimum".

I also have a full offline copy of the Friedrich webpage (at the time of this issue) so I can refer to that as well if the window installation \ clearance guidelines are specifically listed there.  However I do not see any such guidelines.

The other issue you are STILL not addressing is what will happen after I pay the expense of installing the baffle and this issue continues to occur?  Will Friedrich now finally put in writing that they will refund me the cost of the baffle when it is found that this issue is still occurring post-baffle? 

As the 1st engineer stated he felt my clearances were fine and the 2nd engineer stated that warm air diverted back into the intake would NOT explain the problem we are witnessing (unit having to be power cycled several times and then it works normally for days in 90F + degree weather (24/7) ) and hence a lack of baffle would not explain this problem.



***** ******

Business Response: The baffle is required in this application due to rejected heated air being recirculated in the return air.  If there are further issues after the baffle is installed Friedrich will exchanged the unit at no cost to the customer.

Consumer Response: Complaint: *******

I am rejecting this response because:

FINALLY!!!  An answer in writing after a month of trying to get the same via email directly.

I am hesitant to close my case with BBB since it is the only reason I have gotten any response at all from Friedrich.  Also, the issue is not resolved until the baffle is installed and the issue tested.  Since Friedrich has taken so long to respond we are now in the colder Fall season so the baffle test will not be possible to perform until Summer 2014.

Please confirm that my units warranty will be extended until November 30, 2014 when I've had a chance to adequately test the baffle?  Please also provide the specific email address I should use when contacting Friedrich about this issue (ie, paying for half the baffle or baffle testing results).


Once I have this assurance and contact information I will close out the BBB complaint.

Regards,

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


Regards,


***** ******

Business Response: We are in agreement that we will extend the our proposal until end November 2014.  Thank you.

Consumer Response: Complaint: *******

I am rejecting this response because:


OK.  Thank you for extending the warranty until November 2014 so we will have time to install the baffle and troubleshoot the issue.


Since communication was almost non-existent before opening this complaint, please provide the specific email address I should use going forward when contacting Friedrich about this case.  I was told to use:   **********************  but never got any response from that email address other than the initial reply stating you would be in touch.


Once I have this email address I can close this BBB complaint and contact the service facility for a price on the baffle.  I will then forward the cost over to Friedrich for approval so we can move forward.



Regards,

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

Business Response: the email address to contact is **********************  or ***************** should you not get a timely response.  Thank you.

Consumer Response: 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.


Thanks for the email address.  I'll contact the service company for baffle pricing next week and contact you for approval before proceeding.



Regards,

***** ******

9/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought a friedrich PTAC air conditioner last year. I needed service 3 months ago because it kept turning off and wouldn't stay on - in addition to a grinding noise - which they came previously twice to look at and fix. First they told me it might be an electrical issue on my end which I know it isn't as I have the same unit I bought that works without an issue! - Friedrich gave me a list of repairers. All of them said they need friedrich's authorization to repair the unit. Took friedrich 3 weeks! in summer time to authorize the repair after saying it wasn't covered then when I linked them to their own website about their warranty and the time it's covered they authorized a repair. Then took another week to get a repair guy down! Then the guy brought it back saying he couldn't find anything wrong - but brought it back with the plug wire all ripped off (i'm not plugging it in now an electrical hazard)! I had to buy a replacement friedrich in the meantime and these units are EXPENSIVE. ALMOST $1000 for one.

Desired Settlement: I'd prefer a refund as I rebought a friedrich but if not - a replacement please.

Business Response: Upon verification of the information provided Friedrich agrees to *** ****'s request of purchasing the failed unit back. A Friedrich representative will be contacting *** ****s to inform him of  the actions to follow in fulfilling  his request for refund.  Thank you.

Consumer Response: 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.

Regards,

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


Customer Review(s)

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Customer Reviews Summary

3 Customer Reviews on Friedrich Air Conditioning Co Ltd
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