Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a "Midea" mini split system on 06/14/2024 from minisplitwarehouse.com .The transportation company scheduled delivery on 06/18/24 for 06/27/24.The driver supposed to call when he arrive , but never did ...He unload the pallet on my driveway and left .When I open the package I saw that the air conditioner is without 'Midea" logo -non brand on it. I open the instruction manuals and they was without brand logo too. That means I get a unit without brand and looking different from their web site .I know "Midea" manufacturing air conditioners for different company but they have different prices. I contact the minisplitwarehouse.com ,but they continuously claim that is "Midea" .In one of their email they told me that representative from Midea will contact me -but no one call me.

  Business Response

  Date: 07/01/2024

  We have already provided this information to the customer. We explained that in 2018, Carrier took over ************* distribution for the Midea brand- and provided a link for the customer to confirm: **************************************************************************************************************************************************

  Once Carrier took over, they started attaching the Midea logo's on the exterior box allowing the contractors to either use the logo's or not. We have asked the customer if they are missing from the box, and if so- we can certainly send out some logo's. 

  1. The customer was able to register the warranty himself, this would not be possible if the units were not Midea. Please see the attached warranty registration

  2. The customer was provided a brochure, showing his model- confirming its a Midea brand. See the attached. 

  3. The customer was provided the **** certificate, which also confirms his model and confirms the brand- see the attached. 

  Customer originally requested that we refund the order and allow him to keep the system he claims is not a Midea. Then recently he requested to give him $500 in order to prevent him from filing a BBB complaint (see the attached email from the customer)- We are unable to provide a refund or partial refund unless the order is returned to us. Midea America informed the customer to contact ******* to verify the model- and this is what sparked the customer to make claims that the unit is "Carrier" and not "Midea". 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21892510
  
  I am rejecting this response because: The business do not provide  logo in the box .Can you imagine You buy a ******** and they send you a logo separately. The warranty web side is for 6 different brand names -which one is mine ?????     
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/04/2024

  Hello, thank you for confirming the logo's were not attached to the exterior of the box. I will have the warehouse send one out for the outdoor unit, as well as for the indoor units. I have attached the warranty certificate you registered with Midea (Mideaductless.com)- which confirms its a Midea brand. I will ask the warehouse to send out the Logo's tomorrow once we re-open after the holiday. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21892510
  
  I am rejecting this response because: HI, If I was buying ********** mini split system  You should send me logo by mail too.....????I want to be reimbursed 500 dollars for my purchase .I do not appreciate your  bossiness model - to receive item that is not looking the same as  you advertise on your  web site .
  
  Sincerely,
  

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

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/22/24 I ordered a mini split from this company and was received in 3-5 days which was great.I had it installed be a licensed HVAC Tech and upon attempting to start it error codes was displayed.Codes were unable to communicate with outdoor unit and ambient air sensor. I called tech support and requested a replacement unit and was denied. What was crazy was that after my tech diagnosed the issue they would send me the parts free but I had to pay for shipping. Additionally, I had to pay for the labor for the diagnosis and the replacement of the part. This was obviously a defective unit when shipped and they expect me to pay to get it fixed. Just send me a new replacement and pick up the defective one. I can box up the defective one and put it on the pallet that it was shipped on.

  Business Response

  Date: 04/12/2024

  I have been in contact with the customer ****, I explained to him our policy. It seems he is having a communication error. I explained to him the steps he would need to take to fix the issue, however he does not want to have any parts replaced as he feels once you start replacing parts the unit is no longer good. Unfortunately, that is not how our policy works. If his issue is parts replacement then we will have to issue him the part we cannot just give him a brand new unit and he would need to pay for shipping and a tech to install the part we never spoke with the company who installed the unit for him or have done any trouble shooting to determine what is the issue, we do not offer installation labor. All of this was explained to ****************. if he refuses service there's not much we can do for him. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21565990
  
  I am rejecting this response because:

  I received a defective item from this company and/or the manufacturer and now they expect me to pay to get it fixed.  I as a consumer do not understand this company's thinking or rational.  My installer actually called the ********* on Friday and had to leave a message but did not get a call back.  If they would fix at their expense or a new unit would work for me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2024

  Very sorry for the issue you are running into, we can see that you have purchased 3 other systems in the past with no issues. We attempted to get authorization for ****** to swap out the unit, but they are concerned that the technician accidentally connected a power line to a signal wire and caused the *** to go bad. I can see we emailed you suggesting to get the parts and get the system up and running, and if there are any issues we can go back to AirCon and request the exchange for a warranty replacement. We also emailed you informing you the unit could be sent back to AirCon (at your expense), and they would repair it and ship it back to you (at their expense)- however the attached was your response on 4/16. You indicated in your email: "My technician installed it correctly.  To make a long story short, I trashed the Aircon unit and purchased a new one from another company.  End of story!!".... So if the unit has been trashed, then there is no way we can assist you further. 

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings, I recently bought an HVAC unit from this site. The unit is defective and needs some parts in order to be repaired. These parts are covered under the warranty. The unit was bought may 2022. I contacted the company they stated they will Provide the parts and after that stopped answering my calls. I also stated to them its an emergency since the heating function is no longer working. They no longer replay to my emails and every time I call and Id myself they hang up the phone immediately. The person that always answer the phone and replies to my emails named it ****. I no longer know how to proceed with this . The only company that can provide technical support and provide the parts to fix it is them.

  Business Response

  Date: 01/03/2023

  The customer reported the issue and the Midea warranty department has been closed down for the holidays , and this was relayed to the customer. Midea warranty department has re-opened as of today 1/3/2023, and **** (our warranty claims processor) is working on getting the parts for the customer.  We are very sorry for the delay caused by the holidays, and we are hoping the parts can be sent out soon. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18657803
  
  I am rejecting this response because:
  The system they sold me its useless. They dont provide technical support to my technician. The system is not even one year old. The professional technician that did the installation attempted numerous times to talk to them and ask for technical support and they couldnt provide him any help . I would like a refund since these machines are expensive. We are in the middle of winter and my house is without heat. At this point I will need to buy a new system as soon as possible and have the one they sold me replaced. They also informed me the manufacture does not have the parts we require to fix the machine and it wont be availed until mid 2023. I would like a refund since they cannot provide the parts necessary to have the machine fixed. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/07/2023

  Hello, I can see that we communicated with you a number of times regarding the Midea warranty system being down, which resulted in this BBB complaint. We also provided *****'s phone number for you to contact them to complain about the issue. They are informing us they should have the issue resolved soon, so we can try to process your warranty claim. Once the issue is resolved, we will reach out to you with tracking for the parts you have requested. We ask that you be patient and allow us to get the issue resolved. I can see a number of threatening emails from you, and we certainly understand your frustrations- but we are not the responsible party for the technician glitch with the manufacturers warranty claim process. I believe Friday 1/6, Mideas team has reported they located the issue and will be working on it this weekend in hopes we can move forward Monday with all the pending warranty claims. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18657803
  
  I am rejecting this response because:
  Midea will not provide any information to me, they specifically indicated your company has to be the one to communicate with them and get the parts/refund me. I repeat I would like a full refund. Its the middle of winter and I had to buy a brand new system at this point. I have a 9 month old baby at home, a 4 year old and they need heat. Your company is a total scam and should be out of business. BBB please do something about this. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2023

  I am not sure why the BBB closed this before I could respond to it, claiming it was unanswered, even though I have responded each time. I can see multiple calls and emails over the past few weeks to the customer trying to confirm the delivery address for the warranty parts, however no response or call back from the customer to confirm. I asked the warranty department to ship to the address on the invoice as of yesterday, they reached out to the customer one more time before sending- finally reaching him via phone. The customer stated he doesn't need the part anymore, and hung up the phone. 

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started about Nov 22 2022 bought a mini split system from mini split warehouse and I am having a problem with the inside unit. my heat and *** told me I would be better off replacing it rather repairing it. I called parts and they told me my heat and air people had to call another number to buy the inside unit. They called two times and was put on hold for 30 minutes each time. they told me they were to busy on hold so had to see what I could do. I called sales 4 times and left each time with time and got no response

  Business Response

  Date: 12/08/2022

  The product was sold on 4/17/2017, invoice #**** and has a 5yr parts warranty. The number that was given to the customer was the ****************** warranty department ************* option 1), this was for them to confirm if it is still under warranty or a remedy to fix the issue, if the customers technicians do not want to wait on hold with the correct tech support- the Midea warranty department can also be emailed ******************************** We do have compatible indoor units that will work with the outdoor unit, and the customer simply needs to make the purchase.