Complaints

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• Initial Complaint

  Date:23/08/2024

  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.

  Product: ******* Single Zone Heat Pump - 12LZAH1
  Date of Install: June 17, 2021
  Date of Receipt for Full Payment: June 28, 2021
  Compliant: Issues started with the heat pump unit in October 2023 with the unit going into fault and would not work. Technicians came in to service on November 7, 2023. Unit worked for a couple of weeks and then went into fault again. Since this time, the unit has gone into fault multiple times. The company has sent in technicians in to service within a couple of weeks each time, but the unit continued to go back into fault. The problem has been ongoing for 10 months now. An email was sent to the owner (*****) on June 25, 2024 asking for the unit to be replaced and he stated a technician would be in to determine the error code. Emails have been sent to the owner twice more since then asking for unit replacement but there has been no reply. The receptionist who responds to the phone calls continues to set up appointments with a technician. The technician was in July 23, 2024 and worked on the unit. The unit was operated in cold mode since this time but when an attempt was made to change the mode on August 19, 2024, the unit would not work. At this time, I discovered that the unit is full of mould. The technician came in this morning August 22, 2024 and I told him that I wanted the unit replaced. He said that he would reach out to the owner and tell him to get in touch with me, but I have not heard from him yet.
  Considering the ongoing operating issues with this unit and now the concern of mould in the unit, I would like to have a complete replacement.
  Unfortunately, I do not feel like this company is fully addressing my concerns or responding to my requests about a replacement.

  Business Response

  Date: 06/09/2024

  Good afternoon, 

  A part replacement in the mini split or entire system replacements are processed through the system's warranty, supplier and manufacturer. System replacements are not approved by the manufacturer unless the system is determined inoperable at the time of installation ("DOA"). Our company does not have the authority to approve the replacement of a system. If issues present during the lifetime of the system, which is not uncommon when dealing with this type of equipment, it requires diagnosing and possible part replacement. Any parts and labor associated with the replacement would be billed to the system's warranty. Sometimes, tech support may be engaged to help determine an issue, they will then recommend part replacement and subsequent warranty claims. Diagnosing service calls are billed to the customer, as this is not covered under the system warranty. 

  This particular system was installed in June 2021. In October 2023 a service was requested to diagnose an issue. Issues were found and parts were replace on a return visit. The system was determined to be operating within the design specification at that time. Another issue was reported in November 2023, and parts were replaced again, resulting in the system working within specification. In June 2024 the customer reported that the system was not cooling. The technician diagnosed and could not reproduce the issue, the system was working as expected during the service call. He recommended that if the customer noted the issues again, to order a specific part to be replaced. The customer reported the issue again, so this part was replaced in July 2024. In August 2024, the customer called to report that the system was working until they switched from AC to heating, and it would not work. They also indicated it was full of mold. The presence of mold in a mini split system is the result of the system being turned off while using the air conditioning mode with the coil being dried off. When in air conditioning, moisture will build up on the coil as it cools. If a user wants to turn the system off, the system should be run in Fan mode for about 20 minutes to dry the coil, otherwise that moisture will sit stagnant and can lead to mold. If this has occurred, the recommended fix is a deep clean of the system. This is not an issue with the system, rather the operation of it, so this is not covered under warranty and would be billed to the customer. This has been communicated to the customer. During the August 2024 diagnosing call, the customer would not allow the technician to turn on the system, due to the mold, so they were unable to diagnose any further issues. They did note, however; that using the heat mode during summer months or warm weather can often present as though the system is not working as the system is not calling for heat (temperature set point is being met) and is therefore not producing any warm air. As mentioned, technician was unable to diagnose. 

  Each time an issue has been reported with this mini split, a technician has been sent to diagnose the issue and follow up with a part replacement, if required, within a timely manner. Consumer tech support information can be provided to the customer if they would like to inquire further. If the customer would prefer a deep clean and further diagnosis, this can certainly be arranged as well.