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:01/17/2023

  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.

  We purchased a Fujitsu Halcyon ductless split system with heat pumps for our house. This includes, one outdoor unit and five wall units. The system was purchased from Potter/ Veterans Heating and cooling (*********** ***) ($13873.00) and installed by them, 6/21/19. The registration I.D # is *******. The system went down the first time on 2/9/22 and remained down until 5/2/22 when we were charged $989.88 for replacement control boards, and $189 for the diagnostic visit. The units failed again in June of 2022 and remained down until August 2022, when all boards were replaced again. 10/5/22, system down again with same communication errors. Boards replaced on 10/21/22 and cooling was restored. Called tech back on 11/15 because heat was not working. The unit remained down until 12/6/22 when the Potter HVAC tech and the Fujitsu rep arrived. The rep ******* made several recommendations about the original install and suggested ordering all new boards and a fan......again! We currently are still down 1/17/2023. These units provide supplemental heat to my children's upstairs bedrooms and have been no-operational for the majority of this past year. I have reached out to the corporate offices with zero correspondence. I have been very patient but as winter temps have lowered, I am beyond upset with Fujitsu and the installer. I have requested a full replacement of the units, which has not received a response. The 4 main circuit boards have been replaced 3 times already and continue to fail.

  Business Response

  Date: 01/18/2023

  Mr. *****,

   

      I'm sorry for all the issues you have experienced with your system. I will have one of my techs reach out to you for some additional information so we can assist in resolving your on going issue. 

  Customer Answer

  Date: 01/18/2023

  
  Complaint: 18829147
  
  I am rejecting this response because:
  
  I appreciate the response ,but I need a solid date/time or commitment. I have heard that I would be contacted previously, and I didn't hear a thing.  I would like this system fixed immediately, so we can move on with our lives. We have waited long enough to have this resolved 
  
  Regards,
  
  ************

  Business Response

  Date: 01/18/2023

  i believe my technician has contacted MR. Cisco for more information already. 

  Customer Answer

  Date: 01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:09/13/2022

  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.

  Purchased three different heating cooling mini splits and 55head units. Two of the three work perfectly. The other one has never worked for more than 90 days continuously. The one failed within the first year and has been repaired a number of times and keeps frying circuit boards. They will only pay for parts and the unit has never ran for more than 60 days after the first repair and again has fried circuit boards currently. Fijitsu America tells me to call my distributer, and the distributer tells me to call corporate. Fijisu America has zero interest in resolving the problem with the lemon unit. I'm shocked at the level of cooperation. The unit serial number is *********. The model number is AOU36RLXB.

  Business Response

  Date: 09/14/2022

  ************,

   

        I have one of my technicians calling you to explain the options for the replacement unit and will also contact the contractor as well to explain the process. 

   

   

• Initial Complaint

  Date:09/09/2022

  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.

  5 years ago we purchased two brand new Mini-split systems for our home. On year 4, the first outdoor unit failed and was replaced. I spent $1000 on labor to have this issue fixed. Now, year 5, our second outdoor unit has failed. The **** company that diagnosed it said it would be more economical and a better option to replace the outdoor unit as a whole as the price to repair is $700-$1200, but could be more as once they open the unit that the control board, coil, and other components may have failed causing the issue. Ive been on the phone with Fujitsu who told me to email, whose email told me to call back the number that told me to email, who told me to email them again. Complete runaround. They will not pay the labor which is more than parts. However, if they wont pay for the labor, and the recommendation is that the outdoor unit be replaced, why are they not replacing it? This is the SECOND unit going in the first 5 years of normal use. *** requested to speak to a manager which has been ignored. Stated in the warranty policy they refer me to is FGAI warrants for the time periods set forth below that the system will be free of defects in material and workmanship for human thermal comfort or other approved applications under normal use and service. Well, my unit is NOT free of defects as its broken. Im looking for Fujitsu to ethically and morally replace the entire outdoor unit and I will pay for the labor OR they should be responsible for the $1000-$2000+ in repairs that need to be made again on their product. I have a family whose electric bill is off the charts for all the portable units we have running, and all that were asking is for them to replace what was recommended to be replaced to solve the problem, and they refuse. Ive tried to be polite and appropriate, but this has gotten to a point where theyre being subjective in the wording of their policies, and its not right, or okay.

  Business Response

  Date: 09/14/2022

  We will have one of our technicians call to discuss all options to resolve this matter. 

• Initial Complaint

  Date:08/22/2022

  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.

  I have a mini split air conditioner heat system that that stopped working in the beginning of July. It is under warranty but can not be repaired because the condenser is not available. After several calls from the service company and I the manufacturer still can not locate the part and told me that they have no idea when it will be available and it could take 9 months . I asked for a new unit, they refused. I even offered to pay for it up front and submit receipts for reimbursement.

  Business Response

  Date: 08/23/2022

  We are sorry for the inconvenience, I will have my technician reach out to see how we can help to resolve the issue.  

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:

  I have been in contact with customer service several times and nothing is getting done 
  
  
  
  Regards,
  
  Rich Super

  Business Response

  Date: 08/26/2022

  Mr. Super.

   

       I believe my tech reached out you and explained the process and how we would resolve the problem. He also called the contractor to inform them how to proceed but has not heard back from them. Please see below for my techs update and ticket number. Unfortunately, we can't force them to respond. 

   

  
  Ticket##******
  advised homeowner that ** for the outdoor condenser was approved due to parts unavailability of the condenser coil.
  Left voice mail for the contractor.
  (waiting for contractor to supply us with the proper information to initiate the ** process and confirm that the distributor has the condenser available) 

  Customer Answer

  Date: 10/07/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  

  Could you please reopen the complaint?  Believe it or not Im STILL waiting for the replacement.  Fujitsu did finally approve it last week but now because it took so long they are having a hard time finding a replacement.  This air conditioner is also a heater and with the weather turning colder I will definitely need something soon.

  
  

  Thank you 

  
  

  Rich Super 

  
  
  Regards,
  
  Rich Super

  Business Response

  Date: 10/17/2022

  Fujitsu has agreed to credit the entire unit, unfortunately, we are backed up due to the issues with supply chain problems for parts and are overwhelmed with replacing units for this reason. I will make sure the credit gets pushed through today October 17th. I am sorry for the inconvenience. 

  Customer Answer

  Date: 10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 have a few questions. Will they be mailing a check to me?  How much will it be for? My address is ****************************************************************. I know that they said that they will process on the 17th but how soon will I receive the refund ?  This unit is the primary source of heat and ac for that part of the house which includes my daughters room so with the weather turning I would like this done asap.
  
  Regards,
  
  Rich Super

  Customer Answer

  Date: 10/18/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have a few questions. Will they be mailing a check to me?  How much will it be for? My address is ****************************************************************. I know that they said that they will process on the 17th but how soon will I receive the refund ?  This unit is the primary source of heat and ac for that part of the house which includes my daughters room so with the weather turning I would like this done asap.
  
  Regards,
  
  Rich Super
  
   

  Business Response

  Date: 10/19/2022

  No check will be issued, Fujitsu can only credit the distributor for the unit replacement. There is no check or cash exchange, the contractor just receives a new unit.  

  Customer Answer

  Date: 10/20/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  Im a little confused, is this now closed? All I want is a new unit or a replacement, can you please confirm that the contractor now has a new unit? 
  
  
  Regards,
  
  Rich Super

  Business Response

  Date: 10/21/2022

  I have no idea if the contractor received or picked up the unit. I only know we processed the credit on 9/22. 

• Initial Complaint

  Date:07/21/2022

  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.

  I had purchased a mini split in June of 2019 with a 10 year warranty. In the summer of 2021 i started having issues with it loosing coolant. I had a qualified technician look at it and it took a year of trouble shooting to determine what the issue was. It was the solenoid in the compressor that was leaking. I had reached out to Fujitsu and explained the issue and they wanted to speak to the technician before honoring the 10 year warranty. He called them and spoke to them and Fujitsu only wants to replace the solenoid. The issue with that is it is very expensive for labor and if that's going after a year what else is faulty in the compressor. I had asked they replace the whole compressor as i took the time and money to prove it out and its the major part of the system. They had said only the solenoid, which is not that expensive, and no labor. I find this totally unacceptable for an item that is under warranty and only a couple of years old at this point. I want the to replace the whole unit Please help as i am older, not in good health and dont have the money to get the unit fixed. This warm weather has been taxing on my health and your help would be greatly appreciated thank you

  Business Response

  Date: 07/27/2022

  We are having a tech contact them for more information so we can see how to assist in resolving the current problem. 

  Customer Answer

  Date: 07/27/2022

  
  
  Complaint: 17600511
  
  
  I am rejecting this response because:
  I have spoken to them and my tech has spoken to them several times
  They know what the issue is but don't want to replace the unit just components with in it which is a waste of time as the labor costs are so much more than the part that had to be replaced
  
  
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 07/28/2022

  ********************,

   

           Please understand that my technicians are only following our policies, I am the service manager and have the authority to assist you in resolving your problem. Unfortunately, we do not have any information on your case, therefore, my technician needs to reach out to you and your contractor to find and look at the history of the case to assist you.   

  Customer Answer

  Date: 08/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am waiting to have the issue resolved but the company has reached out to me and we are working on a resolution I find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2022

  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.

  I have a product of theirs (a split AC system). It does not work currently because it needs a new control board. However, the company will not give me the part number for that control board. I have a licensed professional that will install it, but I want to purchase it.

  Business Response

  Date: 07/20/2022

  I will have a tech call the customer and speak to them. 

• Initial Complaint

  Date:06/24/2022

  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.

  Our Halcyon MULTI-ROOM MINI-SPLIT SYSTEM was installed by the builder in ******************************************************* March 2020 (and thus first owner of the unit). The outdoor unit has stopped working since Jan 2022 and the warranty commits that Fujitsu will cover the parts of the repair while the owner will need to pay for the labor cost. One of our neighbors has the same issue and their unit stopped working since Dec 2021. We have made all attempts to contact the local Fujitsu Elite contractors and other Halcyon trained contractors for the last five months, calls after calls, and only to find out that none of the contractors is willing to come after they learn that the units are under parts warranty. The reasons they decline the work are alike and here is quote from one of the Fujitsu elite contractors: "we need to assess if the work is profitable to us before we can commit to come. In your situation, we are likely not able to come." Since the owener is paying for the labor cost, we can't imagine how the contractors think the work is not profitable unless Fujitsu is making it difficult for them to get paid for the parts under warranty. Attempts to get Fujitsu customer service to resolve this issue but no actions have been seen, for the last many months. The Halcyon system was only in working condition for less than two years and the customer service is also making it impossible to get the unit repaired. We request Fujitsu to provide a solution immediately.

  Business Response

  Date: 06/24/2022

  To whom this might concern,

   I am sorry to hear about the issues that you are having with your system. Fujitsu General America stands behind it parts warranty and can make sure the parts are available to the contractor that comes out. To further assist with the matter and help with help locating a contractor in your area, we would need a little more information.

   

   Can you please provide Model and Serial number of the system in question?

   Could you please provide the Elite contractor information, so we can flag this on our website?

   

  Please feel free to reach out to our service department for further assist at **********************************************************