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:09/05/2024

  Type:Product 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.

  I purchased a ************* (**) Geothermal Trilogy (heating and air system) for over $45,000 in 2017 from a local ** dealer/installer. The dealer received the system from a wholesaler (Corken Steel) that carries **. I purchased a 10 years parts & labor warranty; however, the dealer only turned in a 5 year labor & 10 parts warranty and the dealer has since gone out of business. Because of this I have to pay for the labor to fix they system. I have been in contact with Corken because I have had 7 years of ongoing problems with the system. After years of replacing major parts & the cost of labor Corken revealed they recently stopped selling the unit because of numerous problems (now back on the market). Recently Corken sent a rep to look at the system and he recommended several replacement parts. One being the compressor & the inverter board. After the installation the Rep told my wife and I that this was a temporary replacement because ** has come out with a different/better inverter board (that they just replaced). The Corken Rep told my wife and I that as soon as the new board came in, he would personally come and replace it with the new board for free. The Rep stated that if this did not fix the problem of constant faults they would look at replacing the entire unit. I followed up with the Rep by text and phone, he stated that this will be a major repair because he did not foresee this additional work because he is going to need a HVAC company to do the work. If I would have known this was not going to resolve the problem, I would have had them wait until the new board came in. I have tried to contact the Corken Rep asking him to give me a contact with Corken that I could talk with to see if we could resolve the issue. No return text or phone calls from the Rep. Each time I have talked with the Rep he has assured me that this will fix the issues. My wife and I are both senior citizens and purchased this system thinking it would save us in our retirement years.

  Business Response

  Date: 09/12/2024

  Corken Steel support technicians are working with the installer to replace the homeowner's system with a newer system at no cost to the customer. The homeowner has accepted this offer. While the system is on order, installation may be delayed several weeks due to a lead time on one of the parts required for install.

  Customer Answer

  Date: 09/24/2024

  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,
  
  
  
  *** *****
  

• Initial Complaint

  Date:09/12/2023

  Type:Delivery 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.

  I purchased some UV lights for my HVAC system on ******. The box arrived in a box from another manufacturer and the items looked like they had been opened before and were not new. I returned them within the 30 days return window. They state that they are returnable and fully refundable. Nowhere can you see any mention of a restocking fee. They charge over a 95% restocking fee on this item that cost $1,030. When I reached out to ****** about the restocking fee the business sent a photo where they had removed half of the products claiming I only sent back the switches. There would be no benefit to me to send the switches and keep the lights as they don’t work on their own. These guys are running a scam on customers.

  Business Response

  Date: 09/20/2023

  We understand the frustration the customer experienced with this return. We unfortunately did not receive all materials that were intended for returned as there was an issue with the courier that was entrusted to deliver the materials. Only some of the items originally shipped were returned resulting in a partial refund. Once the customer contacted us and we were able to investigate further we were able to issue a full refund and file a missing package claim with the courier. We appreciate the understanding and do everything we can to make these processes as simple as possible. Thank you!

  Customer Answer

  Date: 09/21/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******