ComplaintsforNortek Global HVAC

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in December 2009,a new construction home, in march 2023,my furnace went outs had a service tech diagnose the issue and said my heater exchanger is cracked.The warranty on the furnace is ten years and twenty years on the heat exchanger itself.The furnace was built in November 5,2006.earlier this year I contacted nortek and spoke to customer service and gave them the serial number etc, and was told they no longer makes the heater exchanger and they offered me two options:option 1 they can issue me a credit for a new unit aud it will come with a new warranty, or I can get a new furnace without a warranty,(I would only have three years left on the heater exchanger, but a new furnace) nortek gave me a ticket number*******) for the new replacement to give to my tech guy once they found a distributor in chicago.When my tech gave it to **** Distributors they needed more information from Nortek.I am with my third tech guy because Nortek told my new tech guy they aren't going to replace the unit and they would only give me $500 credit.To deal with nortek, they are not customer friendly they don't want to talk to customers.My tech removed my furnace from my house on December 13,because nortek said they wanted the old unit.now today, it is cold in chicago and no one at nortek has any answers,customer service is telling me something that is different from what **** distributors is telling me.my serial number is ************ and the model number is *************.The person in customer service I talked to is shelly H.customer care and the phone number is ***** ********.I want my furnace asap!! I have been dealing with this for months.

  

  Business response

  12/21/2023

  We spoke to **** yesterday and explained that there was some confusion with ****.  I listened to the call where **** contacted tech support and the reason for the call was unclear.  This ticket has been going on for 1 year. The first call was 12/7/22.  We reached out yesterday 12/20 to ********* with **** and explained that we WOULD cover a new unit.  The SKU they would need to order (or maybe they have it in stock) is *********.  If **** does not have this unit in stock as of today, we do have inventory.  If anyone reaches out, they just need to use ticket number ****** and all of the notes are in this ticket.  We regret that the customer has experienced issues with their unit and we thank you for your inquiry.  

  Customer response

  12/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The big issue that I have with nortek is the fact my original furnace was made in 2006 and the heat exchanger had a twenty year warranty,it has took me over a year with different installers taking off from work to deal with this issue,so my new furnace is only going to have a two year warranty (heat exchanger only) and the rest of the furnace does not have a warranty.i feel to make this right,(1) nortek should of shipped me the furnace a year ago and (2) the distributors in Chicago never heard of a warranty like this one which should of been emailed to them without me emailing them,so I’m finally back in my house after staying with relatives for the past two weeks because of no heat,(in Chicago!!) I fell nortek should give me a full warranty on the entire furnace,I can deal with that,which will make me satisfied.

  
  
  Sincerely,
  
  **** ******* Jr

  

  Business response

  01/02/2024

  We offered two options in this case when the part is no longer avail**** but still under warranty.  One, is a new unit with only the remaining warranty coverage, The other option was the wholesale value of the failed heat exchanger ($350) off of a new Nortek unit.  The homeowner would be responsible for the difference between the unit and the $350. However the new unit would receive the new warranty coverage.  The homeowner opted for option one, a new unit with the remaining warranty coverage only.  Nortek would have to stand behind the written warranty document that came with the product, attached, which states Replacement parts are warranted only for the balance of the original warranty period. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 7, 2023, warranty status was confirmed for combustion chamber failure on furnace. Replacement part was requested, then after significant delays by Nortek, it was revealed part is no longer manufactured or available. Replacement furnace was then offered by Nortek. After further delays(Dec 4) it was now requested that the defective furnace be disassembled and photographed PRIOR to shipping of replacement furnace. Nortek claims this is NOT required, while the supplier requesting furnace from Nortek claims it is required. Nortek continues to delay and push responsibility onto the supplier and contractor in an effort to avoid fulfilling warranty obligations. Warranty dept contact is extremely unhelpful and evasive and when contacted multiple time about fulfilling replacement part/system.

  

  Business response

  12/05/2023

  I would like to apologize for any inconvenience the customer may have had with their heating system. I found call ticket ****** for ****, there have been 10 interactions on this ticket starting on 11/8/23.  I spoke with him yesterday regarding his situation.  The warranty on his unit (************) is a limited 5-year parts only warranty and 20 years on the heat exchanger.  I have attached a copy of the warranty that came with the unit.  The heat exchanger has been discontinued and we no longer manufacture this part as a result we would provide one of two options, $350 toward a new Nortek unit with a new warranty or we would provide a replacement Nortek unit and it would receive the remainer of the heat exchanger coverage only.  We require proof of the defect to provide either option under warranty.   Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner.   If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacturer (Nortek Global HVAC). Everything must go back on the same path as the unit was purchased. Claims, parts, and equipment must go through distribution. We recommend that **** contact the service company who will then contact ***** ****** to get the replacement unit ordered.  We regret that the consumer has encountered this issue, and we thank them for their inquiry and understanding in this matter.  
  

  Customer response

  12/05/2023

  Complaint: ********
  
  I am rejecting this response because: The canned explanation provided does not address the 1 month delay in mentioning the part failure documentation requirement over the at least 10 documented exchanges I had with Nortek.  in fact Nortek acknowledged early on, removing the part "typically costs more than replacing entire furnace due to the labor involved".  Then a month after certified technician diagnosed failure, and furnace replacement agreed upon by Nortek(Which they said in stock and would ship in 2 days, but they will respond next and say 2 days after ordered, which now has additional prerequisites not mentioned earlier), they demand customer pay technician to return, disassemble, photograph, submit to supplier, wait for supplier to submit to Nortek and approve warranty replacement PRIOR to ordering.  Nortek is aware of all of both distributer and servicer communication. Servicer and distributor has reported similarly BOTH incorrect information given or withholding of information that has hampered the process of Nortek fulfilling warranty obligations. We followed up with both the servicer and distributor each step along the way, and Nortek has clearly been the delay in this process.  The communication channel Nortek mentions of working through servicer, distributor is designed and strictly adhered to solely to frustrate and delay warranty process.  There is lack of goodwill and ethics in the interactions I have had with Nortek warranty department and ***** *******.  When mentioning the next step for resolution was a complaint with BBB, ***** mentioned she was the one who responds to "all of the BBB complaints", which is a sad statement on their business practices.  As documented in BBB complaints, this is common complaint and repeated pattern for Nortek, part of their warranty business plan.
  
  Given the delay and Nortek's behavior/responses up to this point, the only acceptable response is nothing short of:
  1) Nortek ships without further delay, replacement furnace including LP kit that was promised to match existing equipment.
  2) Nortek waives all shipment costs.
  3) Nortek includes full warranty coverage on new furnace.
  4) Nortek provides full reimbursement for labor to replace furnace since the warrantied part is no longer manufactured or available.
  5) Nortek pays all shipping and costs associated with installing replacement furnace as well as any other Nortek requested work(like disassembling or returning defective unit). 
  6) Nortek assumes responsibility for damage to residential building and contents, including from water or other related damage resulting from faulty furnace and the subsequent delay fulfilling warranty obligations in a fair and timely manner.
  
  Sincerely,
  
  **** ******

  

  Business response

  12/14/2023

  Without photos of the defect, we are unable to provide anything under warranty.  Please have the servicer contact ***** ****** with the photos so they can place the order.   As of today, I do not show an order for ********* for ***** ******.  Right now, we do have this unit in stock, once these are gone the lead time to build one is 28 days.

  For the requests 1-6 

  1. We did make an exception to cover a LP kit which is not a covered item under warranty. 

  2. As per the warranty document attached the first sentence says "a replacement part will be provided free of charge except for freight cost which are the owners responsibility. 

  3. The replacement unit would receive the balance of the remaining warranty that the original unit had, as mentioned in the 3rd sentence of the warranty. 

  4. Labor is excluded from the limited PARTS onlywarranty. 

  5. See #2

  6. Please see #11 on the warranty document

  Again, we regret that the customer has had this issue and hope to have the servicer get the evidence of the defect asap, so we are able to resolve this situation. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mobile home in August 2021 from Solitaire Homes of Kingston (Oklahoma). I was able to move into my home December 2021. I had my actual air conditioner installed March/April 2022. My motor of my air conditioner went out a year and 6 months after installment. I called and asked what could be done and she advised to contact a technician. She stated that the unit was put in June 2021 and if I moved in Dec 2021 then the warranty was a year old in Dec 2022. Okay, that’s fine so let’s look at it at that perspective… June 2021 - June 2023 is 2 years, plus 3 months. So 2 years and 3 months is how long this product lasted and the crazy part is it mostly wasn’t being used for the majority of that time due to it not being accessible. I am now having to pay almost $1,000 to fix an air conditioner that I haven’t even used for 2 years. That is a very low quality product and this company should be ashamed for producing it. I am wanting some type of compensation for all of this. I live in Texas (98 degrees) and have been without air conditioning and it’s making my house 92 degrees inside.

  

  Business response

  10/18/2023

  We would like to apologize for any inconvenience the customer may have had with their system.  I did find a call ticket (******) from 9/28 from *******. The serial number provided was *************.  This unit carries a 1 year part and labor warranty.  I have attached a copy for your records.  We are not showing any claims on this system.  Unfortunately the warranty of the unit expired in March/April of 2023, 1 year after it was installed, therefore we are unable to cover any failure on this furnace.   We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter.  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2021 my heat pump stopped working the servicer I had come out contacted Nortek the and they ordered parts that Nortek said were the issue. The parts took months and were installed in end of Nov 2021. We didn't realize until Mar 2022 that the parts never fixed the it and that we had high electric bills due to the electric strips providing the heat. At that time I had the servicer come back out and the heat pump was never fixed they again called Nortek. Nortek again told them to order the same parts that were just installed. This really doesn't make any sense since these were just replaced. This part took almost 9 months to get and it was just installed and immediately the servicer noticed the heat pump was not working and called Nortek. The nortek help line told my servicer to again order another inverter board which would be the 3rd time replacing the same piece of equipment,. It is now middle of June and we have no AC the parts are still not available which I doubt will fix the unit. The warranty on the unit states worry free replacement and service for 12 yrs and the original issue was under the full warranty of 5 years which under the ticket number ****** with Nortek they said they would honor the full 5 year warranty. I spoke to the warranty department again yesterday and they are now saying the refuse to honor their promise. This has been going on now for 2 years and I still do not have a working unit. I just want them to honor their worry free promise and fix the unit. I do not have 15k for another heat pump. I don't know what to do it just seems like big companies can just make these promises to sell their products. I am asking for a resolution either a replacement or refund of original price which would not get me a new similar unit at todays prices but close and I could afford the additional cost. Please anything you can do to help would be amazing I have already incurred several thousands with purchase of portable AC units and high electric bills.

  

  Business response

  06/27/2023

  I would like to apologize for any inconvenience you may have had with your Maytag system.  The warranty on your system, as you are the second owner, is a 5 year limited parts only warranty.  If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for 5 years.  Labor, refrigerant, and shipping charges are not covered items under the limited warranty.  The install date we have is 8/16/16 therefore coverage would have expired on 8/16/21.  I do show an exception was made and one claim was paid on the unit outside of the the 5 year timeframe, with a service date of 11/5/21.  Please see #9 under the warranty exclusions "The base warranty i.e. the warranty applicable to unregistered products is transferable, the upgraded warranty is not transferable." We regret that you have encountered these issues and we thank you for your understanding in this matter.   

  Customer response

  06/27/2023

  Complaint: ********
  
  I am rejecting this response because:
  The unit was never fixed from the original break down in July of 2021.  This is within the 5 year warranty.  The ticket number ****** stated you would honor the warranty beyond the warranty expiration.  It has now been 2 yrs and the unit has still not been fixed.  I have had to purchase additional heaters and ac units as well as having extremely high energy bills due to the inability for your company to stand by their promise.  The servicer to the unit has ordered and replaced all the parts suggested by your service department.  Some of these parts have taken over 9 months to be delivered and still not a working heat pump.  Please resolve this issue and stand by your promise
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Frigidaire Airconditioner unit on May 4, 2015 and it was installed. In May 2023 the unit was serviced with no problems. At the end of June and beginning of July 2023 we notice the unit was not turning on but sometimes it would intermittent. Sun City Mechanical came in (around week of July 11) and found the invert board was bad. I looked for the warranty and found it and the part was ordered on July 21 through RE ******* (a distributor). Nortek per RE ******* was contacted and advise them the part is not available but should be in Late August. I did multiple follow ups with Sun City Mechanical who called RE *******. RE ******* provided Sun City Mechanical a variety of different ETA based on what they were advised by Nortek. The final ETA was the part will be in the first week of April 2023 (now going on 9 months without a unit). Sun City Mechanical called RE ******* on 4/10/2023 and was advised no part and no ETA. Sun City Mechanical called Nortek on 4/10/2023 and was not able to connect with someone there. I called on 4/11/2023 Nortek to find out status. I was told that I need to have Sun City Mechanical call RE ******* to have RE ******* contact them via phone or email. They can't provide me (homeowner) any information. I asked them why am I doing your job. I just told you they were contacted on 4/10 by servicing company and were advised no ETA. Why do they have to recontact them and why can't you tell me what options are available. It has been 9 months in the state of ARIZONA without an AC which also would not allow us to use the heating unit since the AC was out and this was the coldest winter. Now it is 90 degrees last night in our home. Nortek does not want to provide me (homeowner) a resolution. I need assistance. I need this resolved yesterday. Please help.

  

  Business response

  04/24/2023

  Please see attached correspondence that we have had regarding Mrs. *******'s situation. The first reply was March 24th (attached). She replied and it is attached.  We replied on April 12th I replied.  Hello,

  We just received the part that Mrs. ****** needs this morning.  I released the order that I believe is hers this morning.  Although, I can not be positive because I do not have the order number that was requested in my previous reply.   This should ship today from Popular Bluff MO. 

  She replied again, April 14th reply Hello,

  The PO # attached was shipped on 12/16/22.  We spoke to ** **** * * ****** yesterday and provide him with the tracking number for Mrs. *******’s order.  Please contact him for when they should expect this part.

  She should have her part now.  We did have an extended delay in the part because of supply chain issues.  The order that was released was placed in December not as she stated 9 months ago.  We regret that Mrs. ******* has experienced this issue with her unit and we thank her for her understanding in this matter. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company knowingly sells defective HVAC units. Their warranty inherently gives no resolution to the customer when the unit fails. They will let you ship yourself the part at a cost of $200 and you are responsible for the installation cost and the cost of HVAC coolant. Overall the company knowingly sold me a defective unit and will only be responsible for the cost of the part (maybe $100) while I am responsible for the damages ($1,200+). I expect no resolution from the company until legal action is taken. They are a criminal organization. Serial Number: ************ Model Number* *********** *erial Number: ************* Model Number: ************** ****** pay attention to cookie cutter response April Douglas provides. This company must be stopped.

  

  Business response

  04/18/2023

  I would like to apologize for any inconvenience the customer may have had with their Airtemp system.  The warranty on this system is a 10 year limited parts only warranty.  If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for 10 years.  Labor, refrigerant, and shipping charges are not covered items under the limited warranty.  Labor and Freon are completely out of our control as the manufacturer of the equipment.  These rates are set by the servicer doing the warranty work.  There are factors that can vary tremendously from situation to situation. We certainly can understand the disappointment and would interject that the 10 year length of factory part warranty we feel demonstrates our confidence in all parts of the system.  Please see a copy of the warranty attached, exclusions #1 and #2 specifically exclude labor and freon from the limited parts only warranty.  Regretfully  the costs associated with replacing a failed part within the ten years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (ref. Warranty attached).   Thank you, *****

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** ****** ******* ************* - serial ************ consumes control boards like wear items. Since I bought the home 4 years after furnace install, and the first control board failed 62 months after install, none of the control board replacements are covered under warranty. Every consumer that buys one of these units should understand that the control board is a WEAR ITEM and will need to be replaced. If purchasing this unit, consumers should understand that they will need basic electrical troubleshooting skills and ability to replace a control board, otherwise owning this unit and contracting out "routine" control board replacements is simply uneconomical. I would like a preventative fix to prevent regular control board failure. What is the failure mode of the control boards, and what fix can be put in place to prevent regular failure? Otherwise, as a 30 year old man, I will never in the rest of my life purchase a unit made by ******* even if it comes with the home.

  

  Business response

  04/13/2023

  ****** has received your letter for assistance with your situation. I would like to apologize for the inconvenience you have had with your system. The warranty on this unit *************), was 5 year parts to a second owner.  Based on the information in your complaint, there appears to be a different issue that is causing the board to fail repeatedly.  We would suggest that the servicer who is working on the unit call our tech support group at **************. The board should not continue to fail unless there is something that is being misdiagnosed. We regret that you have encountered difficulty with the product, and we thank you for your understanding in this matter.
  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been waiting over 5 weeks for a furnace part and the company Nortek is now telling us it will be 3 more weeks as they have to manufacturer the part in ******. It is the coldest time of the year in ********* ** and our pipes almost froze once already. The company suggested that an option could be that I could buy a new furnace and they would give me credit for the cost of the part. This seems like it should be against the law. If they cannot provide me a warranty part in a reasonable amount of time the alternative solutions should be at their cost not mine. The number I was given to contact their parts **** was ************ and my serial number is *************. The model is ********* AW. The order was placed with Nortek by a parts distributor ID Booth and my technician who would be replacing the part is a local company named **************. In my mind ************** has not done anything wrong.

  

  Business response

  03/10/2023

  I would like to apologize for any inconvenience you may have had with your heating system.  I do show that a call was placed to ** (ticket number 546992).  Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner.   If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacture (Nortek Global HVAC). Everything must go back on the same path as the unit was purchased. Claims, parts, and equipment must go through distribution.
  The last information in the ticket said "The ** number that ID Booth gave her for her order has been shipped, she needs to speak to ID Booth." We regret that the homeowner has had this issue and we thank you for your understanding in this matter.
  

  Customer response

  03/10/2023

  I have been waiting 10 days and it still has not shipped.  I have not received it.  ID Booth said that part of the order shipped but not my part.  Nordyne has still not resolved my issue.  

  Customer response

  03/13/2023

  Complaint: 19512714
  
  I am rejecting this response because:
  
  The company that I lodged complaint against is either providing me incorrect information or ID Booth has. ************* said part of their order has shipped by not my part. I need a heat exchanger for model M&RL 060A AW. My serial number is *************. If it had shipped I should have my repair by now as it has been nearly 2 weeks since I filed this complaint.
  
  
  Sincerely,
  
  *******************

  Customer response

  03/29/2023

  I do not know how long the warranty is but I was told it is still under warranty. We bought the furnace from Furnace Doctor, a HVAC professional in our area. That company bought the furnace from Nortek, or also known as Nordyne. The serial number is *************. My model is ********* AW. The Furnace Doctor called again yesterday and was treated very hostilely. They swore that they told him in February it had already shipped but all along we have been telling them ID Booth (the parts distributor in the middle) said they only received part of the order P1255588.001 and that none of those parts were for our furnace. Nortek tells us something different, it feels like every time we call, but finally today - Furnace Doctor said they said it was coming this Friday.  We shall see. I am still very unhappy with how long it took and there should be some repercussions for this company not providing a part or comparable solution for 9 weeks over winter. Luckily we did make it this far without any busted pipes but because this is a furnace with vents in floor - that is how the pipes are kept from freezing overnight and coldest days. ***** at Furnace Doctor has also been harmed in this - with the stress and time spent trying to call and get this part, and take good care of his long time customers. 

  Customer response

  07/25/2023

  8/3/2023 PE:  We did receive a part finally. and it was installed and we have a working furnace.  We went all winter without a furnace; we had to use small electric heaters from ******** we couldn't leave home for very long.  

  7/28/2023 PE:  No response as yet from the consumer.  Sent an email to determine whether an agreement had been reached and/or her desired outcome. 

  7/25/2023 PE:  Left vm for consumer.  Explained that the case has gone into mediation and that I was assigned as mediator.  Provided her my name, direct dial number and request for call back.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a warranty issue. ****** is responsible for warranty service on the ** ***** HVAC system that was installed in my home. The system has two years left of the ten year warranty. It failed and will not heat. This happened about a month ago. I called the HVAC service company to come and fix the system. They had worked on and provided regular maintenance for about six of the eight years the system has been installed. They got parts and received support from ** ******* Nortek’s distributor, as they have spent days trying to fix this unit. During this time they have been told the system is obsolete and discontinued. Many parts have been replaced, some more than once. The latest excuse from ****** is that the technician did not have a blower motor tester to check the replacement blower motor they sent. Installing that motor had the same effect as all of the other parts replacements - the system will not heat. Requiring the motor tester feels like just another stalling tactic to avoid actually providing a working unit under the warranty. I believe that their inability to get the furnace to work for a month is sufficient reason to replace the entire system. I have a warranty and a unit that does not work. At this time I would prefer a refund to a replacement because I would rather not have any unit of theirs in my home given they have left me without heat for a full month of this winter. I also want them to pay for the work of the HVAC service company replacing parts that had no effect. Mostly I want the furnace that I paid for to heat my house.

  

  Business response

  02/20/2023

  I would like to apologize for any inconvenience the consumer may have had with their system. I don't show a serial number listed in the complaint but I was able to find a ticket for Mr. *** *** ***** ********.  The standard warranty that we provide is a limited PART only warranty for 10 years.  Should a part fail due to a defect in material or workmanship, a replacement part would be provided under warranty.  Labor, refrigerant, and shipping charges are not covered items under the limited warranty.  I am showing one warranty claim within the last nine years.  The service date was January of 2021.  The claim was for a  pressure switch and an inducer motor.  Within the ticket I do show that a service company has called into our tech support, 1/27 the tech diagnosed a controller and limit switch.  Then on 2/15 the ticket states that the servicer replaced a motor, but didn't have a motor tester to diagnose the failure, the distributor ordered one for him.  The last note in the ticket states they will replace both boards. 

  Without a motor tester it is impossible to determine if the defect is the motor or the boards. We would recommend that the servicer diagnose the unit with the motor tester.  If they need assistance we would recommend that they call our group at ************** with ticket number ****** and they would be happy to assist.  We regret that the customer has encountered this issue and we thank you for your inquiry and for your understanding in this matter. 
  
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our ****** * ******* Heat pump was installed & registered on 10/8/2015. On 12/15/2022 we noticed that our unit was running but not warming our home. The installer (***** ******* ******* * ***) is no longer in business so we called ******** ******* and they came out the same day. (cost $84.53)They found a hole in the coil that had leaked all of the freon out. Since the coil was aluminum, it could not be repaired. I discovered at this time that this was a common complaint with this manufacturer and there had been countless issues caused by this cheaply made part. The replacement coil had to be ordered and it took 2 weeks to come in so we had to use emergency heat. During this time, we had the coldest temperatures of the year with a low of 4 degrees in our part of NC. This was when we discovered that ****** * ******* only warranties the part and not the freon, which is a necessary part failure caused by the coil failure. When the part came in it costed us $857.07 for freon & labor to repair the faulty unit. Needless to say, our **** ****** **** was $100.00 higher than normal due to running emergency heat because of the cheaply made aluminum coil. I contacted the manufacturer directly and they refuse to acknowledge any responsibility for this added burden they knowingly placed on consumers.

  

  Business response

  01/25/2023

  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, ****** ****** products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.

  Customer response

  01/27/2023

  ********** ********
  
  I am rejecting this response because:
  
  The manufacturer had previous knowledge of defective coils due to numerous consumer complaints.  They knew it would be cheaper to just replace the coils when they fail instead of taking responsibility for making the repairs like they should.  Yes.  The warranty states it does only cover parts.  BUT, the prior knowledge of issues with the coils should be an exception to that rule.  The manufacturer is taking advantage of consumers who purchased this product by knowingly not issuing a recall and making the necessary repairs before the parts failed.

  I still feel like they should be held accountable for knowingly using defective parts in the heat pump units.
  
  **** ******

*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. ↩