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:01/20/2023

  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.

  In June of 2021, I purchased a ********** Mini-Split system which cost ~$55,000. Only 6 months after installation, I experienced malfunctions. These malfunctions were the same issues which had to be repaired at least twice before, the Fall & Winter of 2021, during the warranty period. Clearly, they were not repaired or I would not continue to experience the same malfunctions. Namely, one or both of the mini-splits that share a hyper heat pump, fail to perform as intended & will not heat or cool the rooms in which they are located. These mini-splits stop providing heating or cooling while the other one is in use & the blowers do not perform. This malfunction/defect happened a THIRD time 6 months following the end of my warranty; however, according to the ******* ***** **********, if a Consumer "report(s) a defect to the company during the warranty period and the product isn’t fixed properly, the company must correct the problem, even if your warranty expires before the product is fixed". I have contacted Sav-Mor on numerous occasions over the past month but they have refused to acknowledge my requests to remedy this, or to communicate, in order that we might to try to resolve this problem amicably, despite being informed of the *** rules. They insist I provide a credit card before they repair the problem again, forcing me to pay for an obvious and ongoing defect. The cost of this system is $8,650.00. They have not fixed or explored the defect, they have not communicated to me, they have not provided a copy of the previous repair records as requested, they have not provided the name of an attorney who may be able to help rectify this, and they are ignoring all consumer, trade, warranty, and defect rules related to this complaint. I would like either a repair of this system, a refund, or replacement. It appears they have zero incentive to comply to any rules or regulations, and are using a unilateral attorney provision in the contract to try to force me to court.

  Business Response

  Date: 01/20/2023

  This customer's labor warranty has expired. If they would like us to provide them with service our normal fees shall apply as we explained.

  Customer Answer

  Date: 01/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sav-Mor is snubbing their nose at the law and rules from the ***.

  They insist the warranty period has ended, but their obligation to repair, replace, or refund this defective merchandise does NOT.  This malfunction/defect happened a THIRD time 6 months following the end of their vague warranty AND after TWO previous repairs and complaints had been made for the same malfunction; therefore, according to the ******* ***** **********, if a Consumer "report(s) a defect to the company during the warranty period and the product isn’t fixed properly, the company must correct the problem, even if your warranty expires before the product is fixed"

  Sav-Mor has a legal obligation to repair, replace or refund me for this defective equipment, despite the fact that they believe their warranty has ended. Furthermore, and to make an additional point, the contract states that:

  WARRANTIES: SAV-MOR warranties labor and workmanship for 1 year. (One year from what date? The last repair on this defective merchandise was done last January (2022) -this same flaw and malfunction appeared within that period as well.
  

  Sav-Mor has a legal obligation to repair -- and to explore the reasons for this repetitive malfunction (***) AND their 'warranty' is incredibly vague with no stated end date or reference.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/23/2023

  Labor warranty expired in June 2022, also, the equipment has not failed multiple times and we have never replaced any defective parts or found any issues with the equipment in question. Customer is upset we won't respond to her call for service or free. Once customer found out we wouldn't respond for free she immediately threatened with legal action. Per company police once a person threatens legal action against our company all correspondence ends and the matter is turned over to our corporate council.