ComplaintsforMitsubishi Electric

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a minisplit heating system installed to heat one room in Sept 2022. The salesman told us the unit was too big for the area and would therefore heat the room effortlessly. He said it was so energy efficient we would probably only see a $100 added to our electric bill in a year. But the system never worked right. The room is usually cold. And the only time the heater seems to run is when its warm out so the room gets up to temp and the heater keeps running, making it too hot. It also adds about $200 a month to our electric bill. Nothing the salesman told is seems to be true. We have almost 2 yrs of phone calls and complaints to the company who installed it and they keep finding ways to drag things out. We got them to test the refrigerant levels but thats all they have done. When I call Mitsubishis help line they refer me back to the installer and insist they will take care of it. But they dont. I cant even get a mitsubishi technician to talk to me. I begged our installer to put a tester on the unit to see why its using so much electricity. They agreed and claimed to have ordered the tester. That was a month ago and have heard nothing. When I call for an update they say they will call me back but never do.

  Business response

  03/28/2024

  We here at METUS hate to hear the experience with our equipment and take these matters serious. We are conducting additional research and will reach out to the end user directly to work together on a resolution. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a Mitsubishi heat pump installed in 2019. Christmas morning 2023 we woke up and there was no heat. We shrugged it off called the techs to come fix it and they said they could be out the next day. We were told that for all warranty repairs Mitsubishi would only be covering the cost of the part and not the labor. We paid for the first tech to come diagnose the problem and it was determined to be a bad deice control board that would not be available for two weeks. The weather was supposed to be bellow 0 for several days so the tech put a rush on the order. The part arrived the day of ********** storm and when they replaced it nothing happened. We paid for several more hours of diagnostics after which we were told the deice board must have killed the power board. And the power board was not likely to be available for 2-4 months. We were left without heat during ********** storm which we survived without damaging the inside of the house fortunately. ***** later we got good news that the power board had arrived early. Again the techs came out and we paid to have the power board replaced. Again nothing happened. The techs said they thought now that maybe it had been the compressor the whole time. I was quoted $3000 of labor to replace the compressor which would not be covered under warranty and there would be no guarantee the unit would work after or $7000 to replace the out door unit which is not covered under warranty because the Mitsubishi warranty only covers individual parts. As of now no one has called us back to explain how those are the only two options

  Business response

  02/27/2024

  METUS hate the experience you had with our systems and take these matters seriously. We are conducting further research on this issue and will contact the end user directly. METUS will support our product and end user to the best of our ability. 

  Customer response

  03/05/2024

   
  Complaint: 21327494
  
  I am rejecting this response because:

  I have not received any contact from Mitsubishi
  
  Sincerely,
  
  *********************

  Business response

  03/12/2024

  We here at METSU hate to hear the experience you are having with our products and take these matters seriously. We have sent an initial communication to work with the end user directly to find a resolution for the issues they are experiencing. We have requested to have a phone conversation on 3/14/24.  

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. Mitsubishi has offered to work with one of their diamond tier suppliers to replace the compressor properly and contribute to the labor costs that will incur. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased what was represented as a cutting-edge HVAC system (one compressor, multiple handlers) for our home in late 2022. The unit arrived with physical damage but was installed regardless after we were told we could rely on the warranty if there were any issues. Out of the box, the system performed poorly and after multiple service calls, we simply accepted the poor product as a fact of life.In Nov 2023 (still under warranty) the system failed altogether. The issue was mis-diagnosed 2x before the final correct issue was identified and required 5 service calls (all at our expense). We were without heat in the heart of winter for over 6 weeks.My complaint is that we were forced to pay for the labor to repair a unit that we felt was defective from day 1 and never should have been installed -- on top of being without heat for a month and half. I have detailed notes on this period I can share.My request was that Mitsubishi replace the unit at their cost since it was defective from the start and should never have been installed. Instead, we had to pay $3700 to have the dealer repair it (for now) and I will not be surprised when it fails again.I did try and work with Mitsubishi Client Relations to no avail. Contact information below:******************** Client Relations Specialist Mitsubishi Electric Trane HVAC ** LLC *********************************************************************** Office: ************/ Fax: ************ Email:******************************* Our claim in their system is registered under our VIN and model #:Mitsubishi H/P Model: PUMY-P60NKMU3 Serial: ********* Our Location:************************************************************* Dealer who serviced it:******************, LLC. ***************************************************************************** ************

  Business response

  01/23/2024

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and conducting additional research regarding this complaint.  We will be InTouch with once we have finished conducting research on this complaint. 

   

  Customer response

  01/24/2024

  The Business responded that they will investigate further.

  They had 6 weeks to investigate before I filed the complaint with the BBB.  To me, their response is unsatisfactory, and I would like to keep the complaint open until they either accept or reject my demand.

  I greatly appreciate your assistance.

  Business response

  01/26/2024

  We here at METUS take seriously problems people encounter with our product.  We do our best to support both the end user and our product. In this instance, METUS met and even offered to exceed all of its obligations under the limited warranty.  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mitsubishi Electric Case #****** I contacted my installation contractor concerning popping and cracking noise I was experiencing from my Mitsubishi Electric indoor units Model Numbers MSZ-GL-12NA and MSZ-GL-09-NA. I have 4 of these units located in my kitchen, family room and 2 bedrooms. My contractor was not able to stop the noise, therefore, on November 27, 2023, I contacted the ******************* at Mitsubishi. I was transferred to Technical support and was advised the contractor would need to be present at my residence to be able to speak with a technical support representative. The technical representative I spoke with suggested possible causes could be a too short refrigeration line and or an isolator. I set up another appointment with my installation contractor to be at my residence on November 28, 2023. My contractor called Mitsubishi Electric and spoke with a Technical support representative and explained the issue. He was transferred to a higher Technical support representative and was placed on hold for over 30 minutes. Needless to say, he could not wait any longer since he had other service calls that day. He left his phone number to be contacted. He never received a call back to this date of December 7, 2023. I called Mitsubishi Electric again on November 29, 2023, since my contractor had repeatedly tried calling with no return calls. Again on December 1, 2023, I called Mitsubishi to inquire why no one was responding to my contractor. I was told the contractor needed to wait for the system to recognize the call back number and not hang up until the system disconnected the call. I relayed this information to my contractor. Still no call back. During this time, Mitsubishi has taken the Technical Support option off the Menu. I asked about this and was told that it was Contractor use only not home owners. Bottom line, I am not the only home owner with this popping and cracking noise coming from Mitsubishi Electric indoor units. I have to turn the units off in the bedrooms in order to sleep. This is unacceptable for a HVAC system that cost $14,750 to install. There are ******* videos addressing this problem along with many other complaints concerning this issue. Request his case be immediately addressed by Mitsubishi and properly responded to by their higher Technical support in order to be resolved to my satisfaction.

  Business response

  12/11/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.
  

  Customer response

  12/12/2023

   
  Complaint: 20974149
  
  I am rejecting this response because:    I have been contacted by a very helpful representative from Mitsubishi Electric on December 11, 2023.  My understanding is Mitsubishi Electric will contact my contractor to set up an appointment at my residence and with their technical support team to trouble shoot my popping and cracking noise from my 4 units.   I have advised my contractor of this and advised them Mitsubishi Electric will be contacting them.   I am awaiting this appointment and the outcome before closing this issue with Better Business Bureau.  Hopefully, we can get this resolved soon.  Thank you.    
  
  Sincerely,
  
  ***************************

  Business response

  12/18/2023

  Good day,
  
  We have reached out to Mrs. *********** licensed HVAC contractor who has scheduled a service call for December 28, 2023, at 8:30am. Contractor has my direct cell phone number and will text when in route. When on site I will have one of our Tier 2 ***************** Advisors on standby to speak with contractor directly. METUS will continue to support *************************, her contractor, and our product to best of our ability. 

  Customer response

  12/21/2023

   
  Complaint: 20974149
  
  I am rejecting this response because:   I prefer to keep this case open until the appointment with my contractor has been accomplished and the results determined.  I am forced to cut the bedroom unit off at night in order to sleep.  The other 3 units are making this same popping and cracking noise also.  Once these issues have been taken care of, I will close the case.  The Mitsubishi Electric representative has been very helpful, and I feel we can come to a satisfactory conclusion.  Thank you.   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan. 2023 I had a 'mini split' hvac system installed. Condenser MUZFS12NAHU1, air handler MSZFS12NAU1. It is currently 9 months later and the air handler unit is making a consistent clicking/popping noise that has been present since the first day of operation. I spoke with customer service rep (***) for METAHVAC in Oct 2023. Here is a summary: - Popping noise is due to plastic near the coil expanding and contracting.- This issue/phenomenon is known by Mitsubishi to occur; It is listed in the manual as a common noise.- ***: Other customers have had similar issues and were told the same information when speaking with customer service.- Applying any lubricant to the unit or any chemical besides water for cleaning could void the warranty if it causes damage to the unit. Lubricant is not recommended.- ***: The popping noise will go away on its own. There is nothing to do to stop the popping besides waiting. There are no parts that can be replaced.- Even though the term "usually" is used to describe the noise going away, the *** said it will not last another year.[In a previous email: "This usually fixes itself once the unit settles in in that space that it is in."]- *** agreed to provide an email stating the issue will not last another year. Customer has yet to receive such email. - ***: Since it is written in the manual about this noise, it is implied that the mini split should not be installed in a bedroom.Waiting for the issue to resolve itself is unacceptable. 1) The flaw is known to Mitsubishi. 2) There is significant quality of life impact. 3) There is no guarantee in writing that the noise will do away in a specific time period, and if not I am entitled a replacement. 4) I was not informed of the noises by Mitsubishi, the installer, or anyone else before buying. An acceptable resolution is a replacement of the air handler with one that does not make the noise for 9 months OR a written, binding guarantee the noises will stop in the next 6 months.

  Business response

  10/14/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and the customer experience with our product. We take these matters seriously and need to conduct additional research regarding this complaint. We will reach out directly to the consumer when it is completed. METUS will support our product and the customer to the best of our ability.
  
  

  Customer response

  10/15/2023

   
  Complaint: 20724332
  
  I am rejecting this response because: I would like to get a real response from the company (they said they would contact me directly after doing some research) before I can consider the matter closed with BBB. Otherwise, the company could just never contact me again and then say "well, he said he accepted the BBB response."
  
  Sincerely,
  
  *****************

  Business response

  10/18/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and are conducting additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer response

  10/18/2023

   
  Complaint: 20724332
  
  I am rejecting this response because: 

  First, I can confirm and am very pleased to be in contact with someone at Mitsubishi and I am encouraged and confident that we will be able to figure out a good solution. That they are taking the matter seriously reflects well on Mitsubishi in my eyes. 

  That said, being in contact with a Resolution Officer in and of itself is not a resolution. I prefer not to close the BBB case until a full resolution of the root issue can be reached.

  Sincerely,
  
  *****************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mini Split installed improperly

  Business response

  08/22/2023

  
  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer response

  08/22/2023

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Mitsubishi mini splits create a lot of humidity in the room and cause a health issue. I tried to reach out for support multiple times over the years but nobody can come over and inspect units. At this point i do not recommend Mitsubishi for your AC needs. Looks like I will ask my attorney to contact corporate office for resolution.

  Business response

  08/07/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and are conducting additional research regarding this complaint. METUS will support the product and the customer to best of our ability. 

  Customer response

  08/07/2023

   
  Complaint: 20401508
  
  I am rejecting this response because: Nobody from METUS reached out to me. No case # was provided. Please call or text me for resolution.
  
  Sincerely,
  
  ***************************

  ************* cell
  

  Business response

  08/16/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer response

  08/16/2023

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

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8, 2023, I emailed you the below mentioned email and have not received a response. Attached please find Warranty certificate number WR16121681907, estimate of repairs needed by **************, and Initial purchase through contractor Kings Electric and **************** permits. This unit should be replaced by you since it has cost me a fortune in repairs and maintenance. It is a Lemon. You have not responded . You were chosen because your units were and are highly recommended and a reputable company. I am 72 years of age and still working. It is extremely hot here in south *******. This is making me ill. Your company sells these units at a much lesser cost and I don't see any reason why you cannot provide me with a unit that works. Additionally, I can provide you with all of the ************** (repairs that have been done ************ ********************************************************************************************* recommended by Mitsubishi.

  Business response

  06/21/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently had a Mitsubishi split system installed in my wifes 600 square-foot sewing room. We had it on to our house. It will cool the area, but it will not lower the humidity at all. It feels like a sauna the humidity routinely stays 10% or more higher in that room than the rest of the house. We have to leave the door open and run a dehumidifier in order to make the room comfortable to stay in. we have tried decreasing fan speed using the dehumidifier mode. And nothing has worked. Our installer says it doesnt work like a regular air conditioning unit. It certainly does not.

  Business response

  06/13/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this experience with our product.  We have reached out directly via email to the consumer in regards to this matter to see if we can learn more about the product that was installed.  In many instances system selection and or installation by the independent contractor is found to be the issue with regards to humidity complaints.  METUS will support the product and the customer to the best of our ability.

  Customer response

  06/13/2023

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************. On June 29, 2021, I purchased from ******** Heating and Cooling (MHC) a Mitsubishi split system heating and cooling unit. The system was installed by MHC and my warranty (WR46016126GAF) was registered with Mitsubishi. 6 months after installation my unit failed and would not heat nor cool. A service call was made to MHC. On 2-07-22, MHC discovered that the unit had malfunctioned when a copper service port stem separated and essentially exploded above a FACTORY solder joint, allowing the Freon to escape. MHC told me this was an abnormal malfunction of the type they had not seen in a Mitsubishi mini split and that it appeared the copper tubing had deteriorated from inside before separating. MHC could not positively assure me that small pieces of copper had not fallen into the remaining copper tubing, setting the stage for a compressor failure or other failure due to those pieces clogging up the tubing. After conversations with the local Mitsubishi Distributor, the service technician was able to sweat out the remaining piece of tubing from the copper line and replace the service valve. This service call and repair was completed under warranty, and I suffered no costs.On 12-28-22, my unit again failed and would not heat or cool. This time it took four visits and two plus hours on the phone with your technical team to diagnose a bad circuit board in the inside unit as faulty. The unit was made functional about the end of February 2023 having been out for almost two months. The unit was past one year old and only the parts were covered under warranty, leaving me to pay for the service call and repair labor. Less than three weeks later the unit failed again for the 3rd time in 18 months.On March 22, 2023, your technical people diagnosed the issue as a compressor failure. That takes me back to the first failure and my and MHCs concerns that some of the shredded copper from the service valve stem might fall inside the freon lines and work its way to the compressor. Soon I will have paid enough in labor costs to replace the unit and you will have invested thousands of your dollars supplying parts to a unit that is bound to continue failing. Neither of these scenarios makes sense.It has been down at least 25 to 30% of the time that I have owned it. It is to date still not repaired. MHC assures me that they have created a record with Mitsubishi relative to the issues I am having with this unit.Being that the unit has failed practically since I purchased it, I do not think that I should be liable for the labor charges. I feel, based upon the number of times the system has been broken and nonfunctional, that the unit is inferior and not manufactured in accordance with accepted principles or quality. In other words, a "Lemon." In order to remedy the issues, I am asking Mitsubishi to do two things based upon the failures associated with this unit. 1) pay for the labor costs associated with my repairs 2) have installed at my residence a new system to replace the one sold to me in June 2021.

  Business response

  04/07/2023

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue.  We have attempted to review this but can only find a single service case from the identified contractor and that was in 2020.  We have escalated this matter to our field support teams to engage the contractor and product distributor in the review and resolution of this matter.  Again we are sorry to hear about this matter an we are working to support the contractor to restore conditioning to the property.

  Customer response

  04/07/2023

  April 7,2023,
  

  BBB and Mitsubishi,
  

  Reference is made to my initial complaint to the BBB on March 31, 2023, regarding a seriously defective Mitsubishi split system heating and cooling unit, the particulars of which were listed in my initial complaint. Please consider this my initial reply to Mitsubishis response to my claim.  On April 7, 2023, Mitsubishi responded to the BBB notification with the following reply.  (Note:  Mitsubishis response in Italics and bold)
  

  BUSINESS:Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue. 
  We have attempted to review this but can only find a single service case from the identified contractor and that was in 2020.  This would not be possible as I did not purchase the system until June 29, 2021.  I am not sure what unit they could be referring to with this statement.  I have been in the presence of the contractor two times when they have spoken to Mitsubishi engineers regarding this unit. On both occasions the contractor received case/call numbers regarding the troubles.  Im confident that they will be able to provide Mitsubishi with the information they need regarding the unit and the service calls.
  

  We have escalated this matter to our field support teams to engage the contractor and product distributor in the review and resolution of this matter.  I have been told by the contractor that they were also going to contact the distributor to try to rectify this situation by replacing the unit.  I will be including the contractor in the distribution of this reply to Mitsubishi.
  

  Again we are sorry to hear about this matter and we are working to support the contractor to restore conditioning to the property.  Perhaps here is the crux of the problem I have with this unit and Mitsubishi.  Its not so much what they say but what they dont say that concerns me. Mitsubishi does not address my labor cost concerns nor my unit replacement request. 
  

  This unit has been restored several times since its installation and there is no reason to believe that it will not break down again once it gets fixed again.  It wont be long before it will have been broken more days than it has worked.  Mitsubishi is a huge company with thousands of customers and essentially unlimited resources at their disposal.  I cannot compete with that.  They would rather replace parts, regardless of the cost, rather than replace the unit knowing it is defective.  Meanwhile they want me to pay the labor bills to replace these parts knowing that it will not take long before I realize that I have spent more money on labor than it would cost me for a new unit.
  

  The BBB wants to remain neutral, and I completely understand why that is necessary.  I have no issues with that.  The BBB would like us to come to an agreement on a solution to our problem.  No one wants that to happen more than me.  Therefore,if they dont want to replace the unit, I am willing to agree to keep the defective unit and have it repaired again with Mitsubishi agreeing to pay all the labor and parts costs for the time the unit is under warranty or until the unit has two more failures, at which time Mitsubishi agrees to replace the unit with a new one.  If they are convinced that the unit is not defective this should prove to be a simple and low-cost solution for Mitsubishi.  If, however, they are wrong and I am right, then I will be protected from the costs of labor and will get my replacement unit.
  

  I presently hold no animosity toward Mitsubishi.  I liked my unit for the short time it worked.  I just got a defective one and the evidence would support that position.Hopefully this issue will be solved soon. My unit is still broken.
  

  I await your direction,
  *************************
  **************
  ************

  Business response

  04/10/2023

  ***** has spoken with the customer and as previously stated is working through our field support team to engage the distributor and contractor on this matter.   Those parties are actively working on a resolution to this matter.

  Customer response

  04/14/2023

  On April 10, 2023, I spoke with ************************************************************* Sales Support at Mitsubishi Electric Trane US.  I am awaiting contact from Mitsubishi, their local distributor, or my contractor to initiate the course of action discussed with *********************  Hopefully this will occur soon but as we only spoke om April 10, 2023, I feel like it will be a bit longer before I hear anything. Should I not hear from them by April 21,2023, I will advise the BBB of the situation so that my case results can be updated.

  Business response

  04/24/2023

  ***** has previously responded that we have engaged our support teams to review and support the contractor and distributor in resolution of this matter.  The support team has been in direct conversations with the installing contractor and is continuing to work to resolve the matter.

*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. ↩