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Business Profile

Compressors

Gree

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Compressors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 hired a contractor (****** ** ******* *****) to repair/replace my HVAC system. He installed a Gree Flexx compressor in August 2022 that he purchased from ******* ************* *****. The unit has had multiple issues, however, the current problem is the compressor housing is leaking lots of oil. The contractor has reached out to Gree multiple times and they referred him to ***** ************ ********* ***** ********* to resolve the issue. ****** has told him that the warranty expired because it's been more than 2 years. The Gree website clearly states that the compressor has a 7-year warranty. I registered the unit and the document states 7 years (see attached). I submitted a request to Gree for a call to resolve the issue 2 weeks ago, but they generally won't talk to homeowners about their product.
    The system hasn't been cooling for roughly 2 months. I am not sure if the problem is with Gree or ******. Today, I submitted a warranty claim directly to Gree. The contractor submitted one about 2 weeks ago via ******. I need your assistance to resolve this problem. Thank you.

    Business Response

    Date: 11/22/2024

    To whom it may concern:

    We have reviewed and investigated the complaint made by Homeowner ****** ****.  ***** ************ is a Wholesale Supply Distributor that only sells to licensed HVACR contractors.  After further research, the failed unit in question was not sold by ***** ************.  ******* sold the equipment to ******** ******* *** **** who then subcontracted the job to ****** ** ******* *****.  The attached document (warranty registration) submitted by the customer shows this unit was installed on 8/25/2022 and was not registered until 3 weeks ago on 10/31/2024.  We also spoke with our Arlington location and confirmed that we have had no conversations with the customer (homeowner) as a) we did not sell this equipment b) we do not provide service to homeowners.

    We called ****** ******, owner of ****** ** ******* ***** who is also a customer of ***** ************.  He has denied providing service to this homeowner as the customer voided the warranty when he injected the system with leak sealant.  The customer called Gree directly for assistance and at that time we feel they may have suggested calling ***** as we do also sell Gree manufactured equipment.  As I stated above, ***** did not sell the equipment, we do not honor warranty on equipment sold by other distributors and we do not sell to homeowners.  Please contact ******* and the installer for further assistance. 

    Customer Answer

    Date: 11/25/2024



    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]


     Complaint: ********


    I am rejecting this response because:  My complaint is against Gree, not *****. As far as I can tell, ************** response may be accurate.

    ****** ****** (****** ** ******* *****) installed the Gree unit and when he wasn't responding, I reached out to Gree for an approved contractor. The approved contractor, ******* ******* *** ******* may have used a sealant, I certainly did not.

    Gree's product is guaranteed for 7 years whether or not I register the unit. I want them to replace a flawed unit that I purchased 2 years ago. They are refusing to do so.

    ******* and ****** ****** both worked on the unit to solve the same problem. They both said that the unit was defective, and reached out to Gree to have it replaced. All these various parties that I have no knowledge of, should not shield Gree from fulfilling their warranty.


    Regards,


    ****** ****






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