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Complaint Details
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Initial Complaint
04/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a ********** MultiZone Hyper Heat AC/Heat system, through S.J. Kowalski Inc, installed March 2021. This company is listed as a Diamond Elite contractor status on the ********** website. The sale and installation of this unit went well..however, I noticed that the system began to malfunction approximately 10 months into service. I contacted Kowalski on 2/21/22 to notify them of the issue and plan for the 1 year service. The system is still inoperable to this day as the company has been unable to fix the issue. This system cost me approximately $20,000 and is financed for 3 years through ***** *****. I have been patient and continued to make payments in Feb, March and April (and soon to be May) of $540 each month. totaling $2,160, even though the unit is broken. I have made numerous phone calls to Kowalski plumbing and I have also called **********. I called ********** on 11 April, they pointed toward Kowalski and the supplier. The numerous calls to Kowalski( phone calls : 2/21/22, 2/22, 3/21, 4/1, 4/14) had them tell me they were waiting on the supplier. They tell me that their supplier is **** *******. As a consumer, I feel it is not my place to now also be calling the supplier so that is why I am filing this complaint. I should not be paying for this system while it is inoperable. I informed both ********** and S.J Kowalski that I need this money to purchase oil since my furnace is now my only heat source and that I will need to purchase fans and other air conditioning shortly. At this point, I am regretting this purchase. Clearly, all parties involved are not capable to repair this system in a timely way. I am seeking to recover the money I paid while the system has been down and I believe the entire system should be replaced and warranty should be extended since this system hasn't even it made it one year since it failed. I could provide supporting documents of purchase and further details of the phone calls and repair visits. Thank you.Customer response
04/22/2022
My address is *******************************************************. I would prefer if you didnt post details of my complaint to the public. Thank you.
Business response
05/20/2022
A ********** heat pump system was installed on 3/4/2021. We received a complaint on 2/24/2022 of the unit flashing an error code.********** tech support recommended we replace the fan motors. Those motors were replaced under warranty on 3/10/2022 (which was the day we received the replacement motors from **********), but we found the unit was having the same issue. We contacted ********** tech support again while at the property and they walked our technician through a test for the outdoor fan motors. They found that the control boards are sending voltage to the fan motors causing the issue.
********** tech support then requested we replace the 2 control boards.
The 2 control boards were ordered on 3/10/2022. On 3/21/2022 we returned with the control boards and replaced them under warranty. However, we found the unit was having the same issue. We contacted ********** tech support again while at the property and they walked our technician through a battery of more tests and required we replace both fan motors again and both boards again at the same time. The replacement components were ordered on 03/21/2022.
We have since been in contact with the territory manager for **********, ********** tech support, and ********** sales to get this resolved.They repeatedly advise us that due to the chip shortage, the control boards were on backorder. We received the components on 5/18/2022. We sent a technician out on 5/19/2022 to replace the components and found the inoperable condition still exists. After a conference call between our tech, the field service rep, and ********** Tech support, ********** has agreed to provide a replacement unit. We explained everything to the homeowner and have an installation crew scheduled to replace the outdoor unit on 5/24/2022.
In accordance with our contract, all the repairs have been provided under the manufacturer's warranty.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.