Business ProfileforFriedrich Air Conditioning, LLC

I bought a window AC unit in August 2020. The unit worked for two ******* and then did not work when turned on in May 2023. I contacted the company for a replacement unit after a technician came to look at the unit because it was still under warranty. However, replacement units were backordered six weeks. I needed a unit faster, so I opted for the warranty buy-out option, which they said would pay me $174 for the unit and $75 for the diagnostic servicing fee I had to pay. They said it could take 4-6 weeks to process the check, and in the meantime I purchased a new unit on my own. After 6 weeks I called the company and was told my case was still being processed. In early July I received a call from a distributor in my city telling me they had an AC unit to deliver to me. I said they must be mistaken because I did not order another AC unit. I then called Friedrich that day and discovered they had put my claim in incorrectly into their system. It had been marked as a replacement unit, not as a buy-out, even though I had extensively emailed with customer service to change it to a buy-out and had been told it was completed. After noting the error and fixing the claim in their system, they said it would take another 6-8 weeks for the check. In mid September I had still not received the check so I called customer service again. They said my request had not been approved but they would prioritize the claim now and call me back or email me within two days to give me an update. I never received an update via phone or email. I called back on 10/11/23, and was told that the claim had not approved until 9/20/23, so I should expect it within 4-6 weeks from that date (by 11/1/23). Five months after the initial claim I still have not received the check. I would like the warranty buy-out check and reimbursement of the diagnostic servicing fee ASAP, but every time I call customer service I am told something different and the claim is unresolved.