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:01/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 the air conditioner equipment on 5/15/2020 and has a ten year warranty. Three moths after the purchase the breaker of the equipment broke which they did not covered in the warranty and I had to paid for the part and the installation. Since then other part has been replaced by me, to try resolve the problem. I have been confronting problem after problem with the air conditioner which does not work. My technician showed me that the ** Unit was all ***** like an old equipment when it was recently purchased. Since then and until today I does not have air conditioner and because of the effort done by the equipment I have been paying very high energy bills. The constant issues with the air container has cost me a lot of money because I have been requiring the ** technician services very often. This, to make the air conditioner work but it works for a short period of time (a few days or a week) and then stop working again. My technician and I have informed Oldach company about the situation many times but they took very long to send their technicians to evaluate. They came twice and they charged me for the evaluation. They told me that they will report to the warranty to determine the next step and they never did anything. The last time the were here was in October 2023 and the technician from their company told me that they have to change the coil and some other parts but at this moment I haven't here from them. The temperatures are rising and is very difficult to continue under this circumstances. The alternative that the costumer service representative gave me was to buy another ** Unit and they will give a discount. But the other unit they are offering me is half of the amount I paid. In top of that I have to pay again for the installation of the the new unit. I have given them a lot of time to resolve this issue, and it is really difficult to live in a house without ** for so long. I will really appreciate the help you can provide me in this matter,*************************** ************

  Business Response

  Date: 02/09/2024

  Dear ***************,

  Subject: Compliant21***233, dated January 27, ****, filed by Mrs. *************************** with address *********************************************************************

  The purpose of this letter is to provide a chronological, specific, and concise explanation in the response to the complaint filed with your office by Mrs. ******************************************* In May 2020,this unit was acquired by ****************** and installed by *****************************.
  2. In December 2020, ***************************** filed a complaint regarding the main switch of the auxiliary electric heating, which was provided to him at no charge.
  3. In May 2022,************ purchased a thermostatic expansion valve for said system. ************ directly contacted the technical support ********** of *** Air (we are unaware of whom he spoke with).
  4. On October 10, 2023, *************************** made the first formal request to HVAC USA CORP for the ********** to provide service and technical support to verify the air conditioning system at ***************** residence. As company policy, a fee of $150.00 is charged (which is reimbursed to the technician if the issue is due to a manufacturing problem).
  5. On October 11, 2023, ************************************* (Oldach ***************************** scheduled a meeting with *************************** at 2:30 p.m. at ***************** property located at ********************************************************************. During this visit, the following was done:
     - Refrigerant charge was low, ***** / ***** Psig (indicating refrigerant shortage).
     - Pipe distance is approximately 60 feet (unit comes with manufacturing charged up to 25 feet distance).
     - The evaporator coil has corrosion (there is detergent and fertilizer soil near the Air Handler Unit).
     - 6-amp consumption (indicating refrigerant shortage).
     - It was arranged to return on January 11,2023, to locate the refrigerant leak.
  6. On January 11, 2023, at 2:48 p.m., ******************************* (Supervisor of the Oldach ***************************** scheduled a meeting with *************************** at 3:00 p.m. at Mrs. ****** property. ************ could not attend the appointment because he was in ***********. ****************** performed the work alone, with the consent of the technician (***********************) and *************. During this visit, the following was done:
     - The leak detection process was carried out and the leak was found in the evaporator coil (photos and videos available if required).- ***** technical support was called to warranty claim the evaporator coil. ***************************** from *****'s technical support ********** took the call and opened a claim with #***-068.
     - ****************** indicated that the last reading of the monitoring system Gateway integrated into the unit was sent in August 2021.
     - Photos and videos were emailed to *****************, certifying the location of the refrigerant leak.
     - No charge was made for this visit, nor for the work performed.
  7. On November 3, 2023, follow-up was done via email on the status of claim ***-068,indicating that the claim had already been sent to the central office.
  8. On November 9, 2023, follow-up was again made on claim ******* via email, without receiving a response.
  9. On November 13, 2023, for the second time, follow-up was made on claim ******* via email,without receiving a response.
  10. On November 30, 2023, the Coil Assy Assembly was received at our warehouse from ***** at no cost.
  11. On December 1, 2023, at 7:18 a.m., it was indicated to Mrs. ****** technician, ***************************, through a phone conversation, the availability to pick up the evaporator coil at no cost.
  12. On February 5, ****, we received the communication from the BBB.
  
  We understand the situation in which the complainant finds herself, but we cannot be held responsible beyond the limited warranty of the unit acquired by the complainant. For example:
  - Additional refrigerant needed by the unit due to the 60-foot distance, which is above the standard installation range of ****************************************** the installation manual.
  - Corrosive agents stored around the unit, as indicated by the manufacturer's unit warranty policy.
  - For the ******** made by independent professionals, voluntarily hired by Mrs. *************** conclusion:
  HVAC USA CORP has never delayed in honoring the spare parts of the unit acquired by ******************, AKA ******************************. HVAC USA CORP is a company dedicated to the distribution of refrigeration equipment and air conditioners, spare parts, and installation materials. We do not perform installations or service. It is our policy to provide quality technical support to our customers who are professionals in the field of Heating, Ventilation & Air Conditioning (HVAC). We at HVAC USA Corp reaffirm that we have never charged Mrs. **** for service, nor for any part that is still under warranty.

  Sincerely,

  ***************************

  Branch Manager Oldach ******* 

  Ph:************ Fax:************ C:************ 
  ************************************************* 

   

  Customer Answer

  Date: 02/26/2024

  ************************* **** <********************************************************;
  Attachments
  2:47 PM (5 minutes ago)
  to me
  
  Good afternoon *****. Below is the response for the complaint to HVAC USA Corp. 
  
  To whom it may concern: 
  
  I received a message today February 22, 2024 that my complaint is closed because I did not respond to HVAC USA Corp. According to your communication I received from you,  I had ten days to reply, which is today. I am not satisfied with the response provided by HV**. There are a lot of incorrect statements which I was trying to find that support the inconsistency in the information provided by them.
  
  I would like to go step by step on those statements that they provided to you. 
  
  1. Its correct that the unit was acquired in May 2020 and installed by *************************.
  
  2. ***************************** did file a complaint about the main switch of the auxiliary electric heating but we had to pay for it. The piece was a universal one because they told ************ that they did not have the original available. (A few months after buying the equipment)
  
  3. ************ purchased a thermostatic expansion valve and called Eco Air by the suggestion of the Oldach employee. The phone number was provided by the Oldach employee which they call ****. ***************************** made contact on May 18, 2022 with ****** and an appointment was established with an Eco Air technician but they did not attend but they spoke by phone and ***************************** provided the information of the Pressures of the equipment and they said that it was ok. 
  
  4. In the point where they say that ***************************** made the first formal request to HV** is incorrect. ***************************** went a few times to address the issues with the ** equipment to the employees. ***************************** followed all the processes required to address the issues pertaining to the equipment. This shows the lack of efficient communication between the employees and the management of that company. 
  
  5. ************************************* (Technical Support) came to my house and indicated that the refrigerant  was low due to a linkage which shows that the coil is broken. The pipe distance is not 60 feet and when ************ installed and called Eco Air they told him that the pressures were ok indicating the amount of refrigerant was ok. The evaporator had corrosion shortly after (around three months after the purchase)  acquiring the equipment and there is no detergent and fertilizer soil near the Air Handler Unit. Just to provide info in this matter, fertilizer soil has to be in direct contact with the unit to create corrosion.  I had to pay for the Oldach Technician.  
  
  HVAC USA Corp is not complying with the warranty of the ** Equipment acquired. They knew about the situation from the beginning but they haven't provided the service. This equipment was sold as the best of the best and I feel that I have been scammed and at this time I don't have an air conditioner in my home and the humidity is so much that I have fungus in certain areas (see image uploaded). In addition, I have been having trouble since the equipment is brand new, so who guarantee me that after installing the coil it would not give me the same problems again. Then, how will it be solved if the time continues passing? Also, according to Oldash employees they no longer carry (selling) Eco Air brand because of the pr
  
  oblems caused in the past, so how are they going to honor the ten year warranty?  I cannot continue investing in trying to fix something that is having issues since it was purchased. 
  I reiterate that I want my money back and all the money I had to invest due to the malfunction of the ** equipment. 
  
  I will appreciate your help in this situation that is causing a lot of stress and could cause me health issues due to the fungus inside my house. 
  
  
  Thank you for your help in this matter,
  ************************************
  Phone #: *************