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:07/15/2025

  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.

  The date of purchase was 3/3/25. The company stated that it provided a one-year warranty on parts and it did not state that we had to return the defective part and pay for shipping it did not state that we had to purchase another part from the company the same company who sent us a defective part or they would not issue a refund. The part has been having issues since we received it and it was installed it has lasted maybe 3 to 4 months and that was intermittent. I reached out to the company to see about getting a refund and let them know that we had already purchased a replacement part through another company and they said that they would either send me a replacement part or I had to provide proof of purchase that I purchased a replacement part from them or they refuse to refund my money for my initial purchase. The total we paid was $202 and some change of which the motor cost $132 and some change excluding taxes. They are basically refusing to refund us our money and they are refusing to send us a prepaid label to ship the defective device back to them which is all that we asked.

  Business Response

  Date: 07/15/2025

  Our Climatek Warranty Policy can be found at the following
  link: ****************************************************
  On 07/14/2025, the customer contacted us regarding a non-functioning part. We
  informed them that the part was covered under a 1-year manufacturer warranty,
  which allows for either a refund or a replacement. We requested they submit a
  warranty claim, which they did—selecting the reason: "Refund (I have
  already ordered a replacement through NorthAmericaHVAC)." Our manager responded by providing return instructions and requesting proof of
  the new purchase, as required under clause #6 of our policy. We explained that
  without proof of a replacement order, we would be able to send a replacement
  part only after receiving the original part back.

  
  The customer became upset, claiming our products and warranty policy were
  "faulty and substandard" and advised us "Firstly, it is
  unreasonable to require me to purchase a replacement part from your company
  when the original part did not even last six months. I believe that this policy
  is unfair, considering the defective nature of the part." They reached out
  via both email and live chat, requesting to speak with a supervisor. Upon being
  informed they had already been communicating with the department manager, they
  demanded to speak with the owner or CEO. When told this would not be possible,
  the customer stated: “You need to do as I asked as a customer.”

  
  At this time, the customer has received return instructions. Per policy, we
  will ship a replacement part once the original item is returned to our
  facility.
  Please note that during checkout on our website, all customers are required to
  agree to our Terms and Conditions, which include acceptance of our warranty
  policy. We stand behind the Climatek Warranty and the procedures outlined
  therein..

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I am asking for a refund because the part that I ordered from another company is going to be in in the next 2 hours when it will be installed I do not need a replacement part from a company who sends faulty equipment.

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

  Business Response

  Date: 07/15/2025

  Unfortunately we do not have anything additional to offer at this time. Our policy remains the same. 

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The business is not willing to do anything to resolve the situation. I have a new blower motor installed yesterday from another company and I am requesting a prepaid label be sent to me via email to send the defective part back and am requesting a refund.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/07/2025

  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.

  Why American HVAC does not provide the manufacturer's standard warranty to the buyer?
  I bought a new blower motor from North American HVAC (total cost $425.26) on 05/23/2025, and now my AC/furnace works perfectly. I do not have any issues with new motor made by ** ***** *******.
  However, for the peace of my mind, I need the ** ***** *******'s Manufacturer's standard warranty for my new motor on file in a business way. I contacted North America HVAC customer support first and they said I should contact US motor. ** ***** ******* said they have the standard manufacturer’s warranty on every product ** ***** made, and I should contact my distributor, North American HVAC for the warranty information. Even though I do not expect any problems in the first year of my new motor, I will feel comfortable if I have the warranty in place, and this is right business way!
  Before my order, if I knew North America HVAC did not carry a new product's manufacturer warranty, as their customer support rep said later, I would NOT buy from this distributor.

  Business Response

  Date: 07/07/2025

  We have explained to this customer several times that we have a 14 day return policy and do not offer warranties for our parts. Since we are a third party distributor, we cannot offer warranties for our items. We do not have anything additional to add to this complaint, as we have explained this to the customer on 3 different occasions already. 

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business did not tell me they do not have any warranty on the products they are selling! If North American HVAC told me that before my order, I would not buy from them. Only after I receive the product from them, North American HVAC told me "No Any Warranty on the product I bought even though the manufacturer, ** ***** ******* said they have manufacturer's warranty on all product they made", which IS NOT fair for an individual consumer!
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/09/2025

  Type:Delivery 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.

  Order motor installed ran 10 days and shorted out filled out warranty form sent motor back was told they would send replacement motor it’s been 9 days and usps states that label created awainting item I I don’t believe it has been sent I contacted company about this they claim motor sent no way to update tracking needles they are the one who sent item and they are the one who can track item I prefer just a refund

  Business Response

  Date: 06/09/2025

  This customer reached out approximately 3 weeks after placing his order, advising the motor had failed. We explained this part had a 1 year manufacturer warranty and gave him instructions to start a claim. The customer started that claim and returned the motor to us. The motor was received on 05/30/2025 and we shipped out a replacement motor to him that should have been delivered by 06/06 at the latest. This morning on 06/09/2025 we checked and USPS seems to have lost the shipment, so we refunded the order in full at 9:24am EST. This claim was received approximately 2 hours after the order was refunded in full. As of this point, the refund has been issued and the customer will receive those funds within 1-3 business days. 

• Initial Complaint

  Date:03/28/2025

  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.

  Ordered "OEM Trane American Standard Furnace Exhaust Inducer Motor Replaces *********** on 3/6/25 for $293.18, received the motor on 3/12/25, as directed by their website and the paper insert inside the box, I manually spun the fan to make sure it was properly moving, and it was not. I noted via photos and video that the fan was not properly aligned and as it spun it with rub against the frame. I processed a return via NorthAmericaHVAC, and paid out of pocket for return shipping, even though it was a defective item. NorthAmericaHVAC then claims that they received the motor back and it was in perfect working order, so not only am I out the return shipping, but they also only reimbursed me $218.35 of the original $293.18, claiming "restocking" fee. I tried calling the company, but their phone number only takes text messages, there is no way to call a person. If not text, you must e-mail them. I should have looked before that they aren't BBB accredited, and they have hundreds of complaints of this exact shady practice.

  Business Response

  Date: 04/01/2025

  This customer reached out on 03/13 stating the part was damaged. We asked for photos, they sent a video. We could not determine there was any damage from the video they included. We sent them return instructions via email and advised the part would be tested upon return. If we determined the part was damaged, we would give them a full refund upon return. Once the part was received, it was tested and determined the part was brand new and there was no damage. Due to this, we charged a standard 20% restocking fee on this return. We stand behind that decision as there was no damage to this part.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In ordered a part on 2/13/25, and paid for 3 day shipping and still have not received the item and it is 2/24/25. But they sure took my payment. I did get an order confirmation. But no shipping email as of 2/24/25.

  Business Response

  Date: 02/25/2025

  This order was placed after our normal business hours on 02/13/2025. On 02/14/2025 when we opened, we realized we had sold out of this part and could not fulfill the order. We sent the customer an email explaining the part was out of stock and on back order. In the email we asked if the customer wanted to wait for this part to come back in stock and advised we would keep the order pending for 1 week. If no response was received after 1 week, we would cancel and refund the order in full. On 02/21/2025 we cancelled and refunded this order in full due to no response from the customer. We sent a second email explaining this. I have attached the emails for reference. As of 02/21/2025 the customer has been refunded in full.
  

  Customer Answer

  Date: 02/25/2025

  
  
  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. I did not receive the email the business claimed they sent. However, I did receive the full refund. Thank you very much for resolving this. 
  
  
  
  Sincerely,
  
  
  
  **** ******* 

  
  

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• Initial Complaint

  Date:02/20/2025

  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.

  I ordered a part for my dishwasher from them on 01/22/2025 through ****** ********************* . ******'s delivery time estimate was 2/4/2025 (**** ***********************. Well good news it shipped the next day was delayed on 2/3...that's the last I heard of it. I requested a replacement be send ASAp on 2/11/2025 they said they were still within their 14 day delivery time frame... I waited until 02/13/2025 outside that delivery window and asked for a refund. Their response the following day "we're waiting for USPS to conduct an investigation before issuing a refund" I waited again 02/19/2025 and requested a refund again. Same response. I should not be the one out any money while this gets resolved as between them, USPS, and me the final buyer I'm the only one who has no information pertaining to this order nor have I ever received the product. ****** is even saying in their tracking the shipment might be lost. Why am I the one to be financially accountable when it's last known location is 1000+ miles from me.

  Business Response

  Date: 02/21/2025

  This order was placed through our ****** storefront and shipped on 01/23/2025, along with 1,000 other packages. USPS collects our shipments daily using a box truck and transports them directly to their processing facility in Louisville, KY. Numerous reports this year have highlighted significant delays at this facility, resulting in extended delivery times for USPS shipments—sometimes up to 30 days. ****** is aware of these delays and has been allowing additional time for carriers to complete deliveries.

  
  We communicated this situation to the customer multiple times over the past few weeks, explaining that if the package had not arrived within 30 days of the order date, we could explore a refund. Yesterday morning marked day 29, and at 9:43 AM, we responded to the customer's email to confirm that we would be issuing a full refund and apologized for the inconvenience. By 3:18 PM, the refund was processed in full.

  
  We sincerely regret any frustration this situation may have caused.

  
  

• Initial Complaint

  Date:12/18/2024

  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.

  I ordered a motor for my furnace. It shipped Dec 10th. Tracking last done Dec 12th at Columbus Ohio. Was scheduled to deliver on Dec 13th. Then changed to Dec 14th. Now it has Still never left Columbus Ohio since the 12th. I paid for 2 -5 days shipping I have children in the home and we don't have heat. I have been texting north America hvac for 2 days now with no help. I have asked for a full refund of 447.38 so I can get the part for my furnace somewhere else so my family can have heat it's freezing in my house. I have asked for a replacement. They have refused both. They won't replace the motor and resend. And they will not refund so I can go get one somewhere else. There is complaint tickets out with the USPS in trying to locate the shipment with no luck. And north America hvac will not help in anyway cause they can't control what the post office does. And said they won't refund me cause the part is still out there somewhere.

  Business Response

  Date: 12/19/2024

  We have been in contact with *** **** this week regarding his order placed on 12/10/2024. According to the tracking on his order, the package is still moving through USPS and shows recent scans indicating "12/17/2024 12:00 AM
  In Transit to Next Facility, Arriving Late" - Due to the late delivery, we have already refunded the shipping fee in full for *** ****. We have also advised that once the part does arrive, if its no longer needed, they are more than welcome to return the part back to us for a full refund. Unfortunately, USPS is very delayed this Holiday Season and they are facing numerous staffing issues. We did not intend for this part to be delivered late and it was shipped out within 3 hours of receiving their order. We have apologized numerous times for the delay, but at this time the customer will need to allow USPS more time to get this delivered.

  Customer Answer

  Date: 12/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have finally received the part. See attachments I have asked for a bill of sale for warranty purposes because they sent me a different brand name and MOT number then I ordered. I have asked for proof of price of what they sent and they will not provide it. They have blocked my ticket so I can't email again. They sent a service first brand with 7 wires different MOT and I ordered Trane America 2 wires with a MOT number I needed. You can see by the pictures I did not get what I ordered. Now they have blocked me and won't respond for my bill of sale of what they sent not what I ordered.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 12/26/2024

  We sent the customer the invoice he requested last week. We have also sent return instructions for him to send the part back for a FULL REFUND if he cannot use the motor. The customer keeps talking in circles and there is nothing further we can do on our end, unless the part is returned back to us. As of right now we are awaiting that return.

  Customer Answer

  Date: 01/02/2025

  
  
  Date Sent: 12/31/2024 12:24:03 AM
  
  Complaint: ********
  
  I am rejecting this response because: view the attachments I have sent. There is no receipt for the motor I received.  The invoice I have is for the motor I ordered. They are not the same. I have sent all attachments showing this

  I would like to add info to my complaint.  I have finally received the motor very late. But we have a new problem.  I did not receive what I ordered. Please see attachments. I have asked them multiple times to give me a receipt for what they sent. And the price of it. They will not. I ordered a Trane America furnace motor. With 2 wires and a MOT number. They sent me a Service Frist with 7 wires and a different MOT. I have asked for them to show me what they cost cause I paid 447.38 for what I ordered (Trane America) and I told them I needed a bill of sale for this Service Frist motor they sent. Do to warranty.  What if something happened to this motor they sent and my order receipt is a whole different motor... They refuse to help me. I have sent you all the pictures.  And I can screen shot all the texts and emails if needed. 

   Thank you. 

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

  Business Response

  Date: 01/02/2025

  Attached is a copy of the return instructions that were emailed to the customer on 12/23/2024. At this time we are still awaiting a return of this product in exchange for a full refund on the order.

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: again this is all they do is want me to return and I'm wanting my bill of sale the right one for warranty purposes.  They keep going round and round not me. I've send all pictures ro show they did not send the part I ordered and I want the bill of the item I received with price and they will not provide it. Veiw all emails and pictures. 
  
  
  
  Sincerely,
  
  
   ****** ****

  Business Response

  Date: 01/02/2025

  Attached is a copy of the return instructions that were emailed to the customer on 12/23/2024. At this time we are still awaiting a return of this product in exchange for a full refund on the order. We have nothing further to add to this complaint.

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: again not addressing the issue. Has nothing to do with a return.  ADDRESS THE ISSUE.  Give me a bill of sale with the product and price u send me. I need the bill of sale for warranty.  My bill doesn't match the part you sent. I want the price I was to pay for the part you sent. Not what I ordered. I need a receipt to what YOU sent not what I ordered. Since they don't match. Address the issue it's not about a return 
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:11/26/2024

  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.

  I returned a pressure switch to this business in brand new, uninstalled, unused condition because I ordered the wrong part. They only refunded half of the 108.22, (which is 54.11) saying the reason was it was that it was installed with deep grooves on the terminals. This is not true, it was the wrong part, and I could have not installed it, this company is trying to take advantage of the return situation. According to their policy they charge a 20% restocking fee which would be 21.64 and therefore I should have been credited it back 108.22 - 21.64 = 86.58 a difference of 32.47. I would like this amount to be credited back to my credit card.

  Business Response

  Date: 11/27/2024

  This customer reached out stating they ordered the wrong part. We sent them return instructions that state there is a 20% restocking fee for all general returns. If we find the part has been installed, there is up to a 50% restocking fee. This information is also listed on our return policy on our website. When we received the part back, it was in a used condition. We charged a 50% restocking fee and stand behind that decision as this part cannot be resold as new.

  Customer Answer

  Date: 11/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This business is flat out lying about the part was returned in used condition, the part was the wrong part, I did not use it, or install it and I returned it in exactly the same condition as the as it was sent, they are trying to take advantage of the return situation,
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 12/06/2024

  We stand behind our store policy which can be found on our website.

  Customer Answer

  Date: 12/06/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe this business is flat out lying, the part was returned to them just as they send it. It was not used and was returned to them in brand condition. 
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:05/13/2024

  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.

  I ordered a gas valve for a ***** water heater. It turns out all I needed was a flammable vapor sensor, which I also got from them. They say they require an *** to get a refund. I emailed and I called, asking for this form so that I can send the valve back. Crickets! No response from them at all.

  Business Response

  Date: 05/13/2024

  Our normal business hours are M-F from 8am - 4pm EST. We show no record of any phone calls or voicemails from this customer. On 5/13/2024 at 9:21 AM we received the first and only email from this customer indicating he has been trying to reach us and asked to return the part. At 10:40am the customer was sent return instructions to send the part back to us at the following address: NorthAmericaHVAC.com! *** * ********** **** ******** **** *** *********** ** ***** for a refund minus our standard 20% restocking fee. We received this complaint at 11:06am, which was approximately 25 minutes after those return instructions we sent. At this time we are awaiting the part back at our location and will issue a refund upon return.

• Initial Complaint

  Date:02/26/2024

  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 Friday, February 23, I ordered a fan motor from North American HVAC order *******. I paid extra shipping for two day delivery. I had it shipped to Florida, where I am staying. I included my phone number in case of issues. I need it badly.
  Later in the evening I notice an email saying they believe my purchase is fraululent, and it has not shipped. They claim I gave incorrect information. -Not true. I double-checked. My info is correct. I need that motor, now. I paid extra to get it quick. They did not attempt to call me. I just sent then all the information they asked for (again), but they are closed until Monday. That's 3 days from now. I cannot wait. I want them to ship it overnight, and absorb the cost.
  This is not right. I need that motor. I did everything correctly.
  -***** ********** ************

  Business Response

  Date: 02/26/2024

  We apologize for the confusion with this order. First we would like to make sure our customers are aware our shipping time frames are business days only. Ordering 2nd day delivery on a Friday means your package will be delivered by Tuesday at the latest. We have a fraud filter in place for any order placed over $100 where the billing and shipping addresses do not match. In this case, the billing address was in Michigan and the ship to address was Florida. We have seen an increase in fraudulent activity recently, where stolen credit cards are used to make purchases and will have addresses that do not match. To prevent these fraudulent charges, we have a filter in place to send an email to the customer, asking for them to confirm some information on their order before we can proceed. We sent that email at 10:04am, just 2 minutes after the order was placed, on Friday 02/23. We did not hear back from the customer in the remaining 6 hours that we were open on Friday. We are closed on the weekends and did not receive a response to this email, until Monday morning. In our response to that email, we did explain to the customer their options at this time. We still have the capability to get this package delivered on time to the customer, but they have become increasingly hostile. To prevent any further complications for this customer, we have decided to cancel and refund this order in full.