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:05/30/2023

  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.

  The product that was sold to me does not work. They refuse to send me replacement or make it right

  

  Business Response

  Date: 06/05/2023

  Our response to this was trying our best to assist, customer was not interested in cooperating also was being highly disrespectful to our phone representatives. We communicated through e-mail and was still able to assist customer. 

  Customer Answer

  Date: 06/05/2023

   I am rejecting this response because:
  
  
  My unit is still broke.  The company installing it said it was a defect in the manufacturing process.  Aux was  not interested in helping me in fixing my unit but would rather me pay for more parts for a unit that was turned on only one time.  When I asked to speak to a manager or someone higher up they continued to tell me that the manager was unavailable and or didn’t speak any English.  It says no where in the paper work that the control board was not covered in the warranty. 

  

  Business Response

  Date: 06/07/2023

  We explained what warranty was that you still had active, and you are not covered under the 1 year-warranty anymore. We explained that we can assist upgrading the mainboard but since you are not covered under warranty we can upgrade it, but customer is responsible for shipping fees to our warehouse. I have attached our warranty policy. 

• Initial Complaint

  Date:10/30/2022

  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.

  My issue has not been resolved I still have not heard anything from the company I still have not received any phone calls nor have I received any emails and I still cannot contact this company. All I want is the unit replaced because it can not be fixed. I have paid two different companies to come out to look at the unit and they both have said the unit needs to be replaced. This company have not tried calling me this company have not tried emailing me I have been waiting everyday for an email or on a phone call I call them everyday and I do not get any response the phone just goes to voicemail and you can't leave a message. Winter is approaching and I cannot afford to spend another $800 on another unit after I have put so much money in calling different companies out to work on it.

  

  Business Response

  Date: 11/02/2022

  Morning,

  
  

  After went through the emails, We found out we replied this customer the same day he sent us email, but never got back from him. Please see the picture attached. 

• Initial Complaint

  Date:08/11/2022

  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 bought a mini split air conditioner on Overstock and had to hire my own installer (licensed) to install it. It has never worked. There was a warranty on the unit, but the manufacturer has been unhelpful. They first told me that, based on the error codes, it was a freon problem, which seemed reasonable. They told me to have the installer come back and check the freon levels and send them pictures, which I did (and paid for). The freon levels were fine and appropriate. They then told me it had to be the circuit board, and had me have the installer come back to uninstall it and send it to them, and they're replace it with a new one. I had the board uninstalled, but they then told me it wasn't the circuit board and wanted me to uninstall the outdoor unit and ship it back to them to repair and send back to me. They told me that the uninstall and reinstall would be at my expense, but they would pay for the shipping. I, however, would have to figure out how to package it back up and send it to them. I asked them to just send me a new unit and I'd send back the old unit, but was refused. I asked to speak to the general manager of the company, but was refused. I've had to have the installer come to my house (at my expense) several times based upon what the company has told me that they "think" the problem it. I would like them to send me a new outdoor unit that works. This has cost me about $3,500 so far and I still do not have air conditioning.

  

  Business Response

  Date: 08/17/2022

  I am so sorry for the experience. The reason to return the outdoor unit first and replace a new one is to do some investigation to confirm it is outdoor unit's issue. To exchange the unit by returning the original one first is a standard industrial practice, like a courtesy vehicle.

  
  

  Regards, 

  
  

  AUXUSA
  

  
  

  Customer Answer

  Date: 08/17/2022

   I am rejecting this response because:

  
  

  I had and have done everything they asked, had the installer out multiple times with no results.  If they're willing to replace it, why do I have to send the unit back first?  This is unacceptable.  Industry standards would be that a company adhere to their warranty protocols and replace the unit.  I'm tired of paying for work to be done on a unit that does not work.  The company's proposal is not acceptable and I reject it.  I want them to send me the rerplacement unit.
  
  
  
  

• Initial Complaint

  Date:08/01/2022

  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 purchased AUX Mini Split on Sept 8, 2021 with Lowes. It was installed after the 90 days protection from Lowes. It did not work. Lowes said to Call AUX for manufacturer warranty. I sent the mother board back to AUX upon their request due to F1 Codes and they sent it back after the repair. It still did not work. They sent me a label to ship the whole unit to them which Fed Ex delivered to them on July 1 2022. I have been unable to reach them and they are not getting back to me. They have my unit still.

  

  Business Response

  Date: 08/02/2022

  Hi *****, 

  
  

  I am sorry for this late shipment. We are short of hands right now for inspection and warehouse. Your outdoor unit would be shipped back this week by tracking no. 777*****3248 FedEX.

  
  

  
  

  Regards, 

  
  

  AUXUSA

  Customer Answer

  Date: 08/12/2022

  They have not shipped the item back

  I contacted FedEx. All the company did was print a label

   

  They have lied

  Consumer's Update:

  FedEx just dropped off a unit today. AUX shipped it on
  8/10/22 under a new tracking number see attached.
  Thank you for your assistance in this matter. Without
  you, it would not have been possible.
  
  With Best Regards,
  
  ***** ******* 
  
  

  
  

• Initial Complaint

  Date:07/28/2022

  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.

  In December 2019 I purchased a 24000 BTU Aux split -mini system from Home Depot. The unit was installed in January 2020. The warranty was filled out a sent in. In January 2021 I started getting an F1 code. A local a/c company was dispatched and checked the unit. I had to pay for the cost of that service call out of pocket. The tech. called AUX and they told them that I needed an updated board. The board was removed and returned to be updated. When the board was re-installed, it blew fuses and tripped overload breakers. The response was that my fuses were too big. The recommendations from AUX was for 30 amp fuses. The person at customer service said I should be using 20 amp fuses. They they asked if I had a 24000 BTU unit. They had sent me the wrong board. The board was returned and the wright board was re-installed. The unit functioned for about an hour and I got the F1 code again. I was told that I had two options. They said the compressor was bad and they would send me a replacement, that I could have installed at my own expense. The second option was to return the sent the unit for investigation and repair, but I would have to pay shipping. They finally agreed to pay shipping and sent me a ups shipping label. They received the unit on July 12,2022 at 11:35 a.m. I contacted them by phone and was told that that were investigating my unit for repair. Since that I cannot get the on the phone and will not return any emails. They have been dishonest the whole. They said at one point they authorize a refund from Home Depot. They gave me a Home Depot number to call. Of course they had no idea why they told me to contact them. Home Depot referred me back to AUX. Sure has been HOT this Summer. Looking for some result.

  

  Business Response

  Date: 09/02/2022

  The outdoor unit customer requested is delivered on Monday.

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1763**01, and find that this resolution is satisfactory to me. Unit was delivered damaged. I am filing a claim with UPS I will let you know the outcome. 

• Initial Complaint

  Date:07/26/2022

  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.

  We purchased the universal wall mounting ductless mini split air conditioner outdoor unit from Home Depot on October 25, 2021 starting in February we had issues with it not working we got hold of AUX USA and they instructed us what to do, we did it it worked until April now it won’t work at all! Have been in contact with AUX USA since this happened to no avail twice they have said they would send out parts that were needed they have not sent out parts I just spoke with Home Depot they will not do anything they said it’s up to AUX USA to repair the brand new unit which is totally junk now we are out over $1000 for a air-conditioning unit that does not work cannot get AUX to return my call I have photo copied my cell calls to them over 20 calls yesterday I was on the phone over 45 minutes today with Home Depot trying to get this resolved to no avail I do not recommend anybody use AUX USA they do not take phone calls they do not stand behind their warranty I would like a full refund or the unit fixed from AUX USA.

  

  Business Response

  Date: 09/07/2022

  Customer refused to give the tracking number of what they should send back to us, we were trying to help them fix the damaged parts but they did not cooperate. We do not issue refund, because it was bought at the Home depot, and it was over date

  Customer Answer

  Date: 09/08/2022

   I am rejecting this response because:
  
  
  AUX Did absolutely nothing they wouldn’t even give Home Depot a reply so Home Depot took care of the matter not AUX.  They were the ones who would not ship the part necessary so Home Depot gave us as the customer a brand new unit and took the old unit back it was no thanks to a AUX, Home depot was very disappointed in their customer service and how they ignored their customers And played phone tag with their customers they actually did it to Home Depot this company is a joke I would not recommend them to anybody!