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:06/03/2024

  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 Mitsubishi minisplit system in Aril 2021 from a local dealer. The 4-zone system was designed to supplement our central air system, which by itself does not do an adequate job of cooling our second and third floors.Within the first couple of months we started noticing a gradual decrease in performance. The dealer made at least 3 visits to our home after the initial installation to troubleshoot. In all cases, a loss of refrigerant was the cause.Last spring (2023) we noticed the system not cooling at all. After 2 or three visits by technicians, it was decided that a valve inside the condenser unit (outside unit) had failed and caused the leakage. After the valve was replaced and system recharged, the unit worked ok.This spring (2024) again, we noticed the system was not cooling. The owner of the **** dealership came out to troubleshoot again and determined that the same valve, which was replaced in 2023 had again failed and caused the loss of refrigerant.The dealer has told me that he has ordered and expedited a replacement valve. He wanted to replace the entire unit but Mitsubishi said the system was not eligible for a replacement. I contacted the Mitsubishi customer service number today, described the problem and asked that my case be expedited. I was told that a service rep would call me back to get further information. As of late afternoon, I have received no calls from Mitsubishi.The local **** dealer has been responsive to our calls and we purchased the Mitsubishi brand because of its overall positive product reviews.But, the local dealer is at the mercy of Mitsubishi, for product replacement parts. I was also informed by the local dealer that (per Mitsubishi policy) when the part is installed, I would have to pay for any refrigerant installation and any labor required for the repair. This is unacceptable, as this problem has been noted over a year ago with the same product defect.We need to fix this system ASAP.

  Business Response

  Date: 06/18/2024

  We here at METUS hate the experience you have had with our systems. Additional research is needed we will reach out directly to the end user once completed. 

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21796753
  
  I am rejecting this response because:
  
  To date, I have still had no contact from Mitsubishi.  Huge disappointment .

  Sincerely,
  
  ***************************

  Business Response

  Date: 06/30/2024

  We here at METUS hate to hear the experience you have had with our systems. We have conducted further research based off of the information provided. Our ********** Services Team will contact the end-user by close of business Tuesday July 2, 2024, to work on a resolution. 

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21796753
  
  I am rejecting this response because after several weeks, there has been no direct communication from Mitsubishi. This is clearly a quality issue, which should have been resolved weeks ago. Mitsubishi and the regional distributor clearly dropped the ball and in the height of the air conditioning season. Ill close this complaint when I receive results. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21796753
  
  I am rejecting this response because: I am rejecting this response because after several weeks, there has been no direct communication from Mitsubishi. This is clearly a quality issue, which should have been resolved weeks ago. Mitsubishi and the regional distributor clearly dropped the ball and in the height of the air conditioning season. Ill close this complaint when I receive results.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2024

  Our ********** Services Team has reached out directly to the end user and provided the next steps. Our ********** Services Team has also provided their direct information. 

• Initial Complaint

  Date:05/08/2024

  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.

  On 25 Oct 23 a Mitsubishi Diamond Installer who is reputable, knowledgeable and experienced in all things heat pumps installed outdoor units MUZ-FS15NAH and 18NAH both with a manufacture date of May 2023. It was a warm day, but the subsequent weeks, dropping to 30 and below the outdoor units were loud and harmonic beyond how my existing unit sounds. It is loud enough to disrupt sleep. 9 Nov for service another warm 50+ day, the tech could not identify it. Subsequent days and nights, I made recordings. 19 Dec the owner came out and found that the fan motor resistance is out of tolerance and Mitsubishi troubleshooting manual ( I have the screen shots and reference pages) says order new motors. On back order, with moving dates I called for updates 17 Jan 2024, 14 Feb, 26 Feb, then 20 Mar, I am told motors came in, correct part no. with same failed resistance. My installer has said to have escalated the issue with corporate Mitsubishi Electric. It is 7 May, six months since installation and still with no resolution. These outdoor units are advertised as being quiet. I have another one that IS quiet. I will not spend another winter with these units sounding like this. I want Mitsubishi to follow up with my installer and I prefer a repair over a replacement, a replacement over a refund, and if no resolution, a refund for this equipment. The total cost of the install was $10,600 but it includes labor and parts and its the parts that have the problem.

  Business Response

  Date: 05/15/2024

  We here at METUS hate to hear the experience you had with our systems and take these matters seriously. We are conducting further research on this matter and will reach out to the end user directly. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21682353
  
  I am rejecting this response because:
  The response to research and get back  to me is not a resolution.

  To date, I have not been contacted but understand it takes time to investigate. Once I hear back from them either for more information from me, with defined  action steps either taken or to be taken to correct and a contact, I will consider closing this complaint.

  Now, the complaint should remain open.

  Thank you.
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/27/2024

  We hear at METUS hate to hear the experience you have had with our systems and take these matters seriously. METUS will do our best to support the end user and our product. We have reached out to the end user directly to work on a resolution. 

• Initial Complaint

  Date:03/24/2024

  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.

  A local contractor installed a Mitsubishi heat pump on 2/10/2023 for a cost of $21,557. *** installed unit is a MXZ-SM48NAMHZ-U1 with indoor blower PVFY-P54NAMU-E1 with serial numbers ******** and 2XN03895.Deficient performance has resulted in high electric bills, inadequate heating during the winter, and inadequate cooling during the summer. Performance issues are defined here as major differences in performance of the installed unit compared to Mitsubishis published specifications.Six major performance issues have been consistent since install including:(1) Low capacity when cold (2) Very little heating after defrost (3) Very frequent defrost cycles (4) Inability to run on low with mild outdoor temperature (5) *********** usage (6) Almost no cooling in summer *** local contractor has relied on Mitsubishi and their associated service reps for technical support and many of these issues were made known to Mitsubishi in spring 2023. As other issues were identified, such as little cooling ability last summer, Mitsubishi reps were made aware. Mitsubishi-associated service reps made visits last spring and said everything was working as expected. Monitoring data was collected by the installing contractor in late January of this year and provided to Mitsubishi.Mitsubishi has yet to acknowledge that any of these performance issues are abnormal or unexpected.Mitsubishi has suggested that all observed behavior is due to existing ductwork even though static pressure (and subsequent CFM measurements) suggest otherwise. This Mitsubishi explanation does not explain all performance deficiencies.To date, Mitsubishi has been unable to identify what is causing all of these issues nor has Mitsubishi suggested a plan or future course of action to make the unit perform to advertised specifications.

  Business Response

  Date: 03/28/2024

  We here at METUS hate to hear the experience with our equipment and take these matters serious. We are conducting additional research and will reach out to the end user directly to work together on a resolution. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21478850
  
  I am rejecting this response because, (1) I have yet to be contacted by Mitsubishi since their message last week, (2) all of the described performance issues remain, (3) there has been no acknowledgment of performance deficiencies and (4) there is no plan to ensure the unit is working to specifications.
  
  Sincerely,
  *************************

  Business Response

  Date: 04/16/2024

  We are still conducting research and will be in touch soon. We have identified our ***** Services Team has made a site visit to end users home along with the Contractor and Tech Support from their authorized distributor. We have also identified our Tier 4 Tech Support (Tiger Team) was included. We hear at METUS will do our best to support the end user and our product to best of our ability.  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21478850
  
  I am rejecting this response because: The Mitsubishi field service team and dealer tech support made a visit approximately 1 year ago and tested the heating performance in mild spring temperatures in an attempt to explain poor performance, frequent defrosting and high energy usage. The team came up with a potential explanation for the problem at the time being my duct work despite static pressure readings within spec and indicating ducting was not the issue.
  
  

  Subsequent to the field service visit, 4 additional performance issues were observed and documented but Mitsubishi chose to not consider this information even when it can not be explained by their prior hypothesis.

  
  

  1. In cooling mode max ****** the measured BTU ******, delta T and energy use are all about half of what Mitsubishi specifies. Since install 16 months ago, operating performance, pressures, or maintenance data have NEVER been measured in cooling mode by Mitsubishi or by installing contractor (per Mitsubishis request that the unit tested ok in heating mode so should NOT be checked last summer).

  2. Subsequent heating performance deficiencies observed post field service visit include, 50% loss of heating ****** when the temperature dropped to 8f. The unit cannot heat air to even 90F when below 10 outside and specifications indicate 100% ****** to 5f.

  3. Subsequent to the visit the lack of low heat ****** was observed with the unit unable to run on low.

  4. Subsequent to the visit very slow defrost recovery was documented, often taking up to 60 minutes to recover heat ****** at which point the heat pump goes into defrost mode again.

  
  

  Mitsubishi has not come up with an explanation for nor have they addressed any of these issues in the past year.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  We here at METUS hate to hear your experience you have had with our systems. We have conducted further research and preparing a detailed response. Our response on what was discovered should be received within the next two business days.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21478850
  
  I am rejecting this response because: I waited 5 more days (3+ business days) and have yet to be contacted by Mitsubishi. As of today, Mitsubishi technical support has not returned an email from me in nearly 7 weeks.
  

  To reiterate, one of the biggest problems is that in winter, when the outside temperature dropped to 8F, the heat pump output was just 40% of what it was compared to 50F outside and my house got cold. The colder it got outside, the less heat that came out.

  Mitsubishi advertises that this specific unit can produce 100% of rated heat output at 5F and 75% at -13F.
  

  Thankfully, it did not get colder than 8F last winter, but I am worried about what happens if we have an actual winter with this installed Mitsubishi heat pump that barely makes heat when it is cold. How can I keep my family warm with this?
  

  The only thing that phone support has ever said that this does not seem normal. Higher tiers of technical support have hinted that some things are off, but have never explicitly said that any of the issues I have observed indicate a problem. And there have been many issues including: (1) Low capacity when cold, (2) Very little heating after defrost, (3) Very frequent defrost cycles, (4) Inability to run on low with mild outdoor temperature, (5) *********** usage, and (6) Almost no cooling in summer.
  

  Heat pumps are supposedly the future of heating but the inability of Mitsubishi technical support to diagnose the root cause of numerous major performance deficiencies over a period that now exceeds a year makes me question both the company and the future of this technology.
  
   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2024

  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.

  Had a minisplit heating system installed to heat one room in Sept 2022. The salesman told us the unit was too big for the area and would therefore heat the room effortlessly. He said it was so energy efficient we would probably only see a $100 added to our electric bill in a year. But the system never worked right. The room is usually cold. And the only time the heater seems to run is when its warm out so the room gets up to temp and the heater keeps running, making it too hot. It also adds about $200 a month to our electric bill. Nothing the salesman told is seems to be true. We have almost 2 yrs of phone calls and complaints to the company who installed it and they keep finding ways to drag things out. We got them to test the refrigerant levels but thats all they have done. When I call Mitsubishis help line they refer me back to the installer and insist they will take care of it. But they dont. I cant even get a mitsubishi technician to talk to me. I begged our installer to put a tester on the unit to see why its using so much electricity. They agreed and claimed to have ordered the tester. That was a month ago and have heard nothing. When I call for an update they say they will call me back but never do.

  Business Response

  Date: 03/28/2024

  We here at METUS hate to hear the experience with our equipment and take these matters serious. We are conducting additional research and will reach out to the end user directly to work together on a resolution. 

• Initial Complaint

  Date:02/21/2024

  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.

  We had a Mitsubishi heat pump installed in 2019. Christmas morning 2023 we woke up and there was no heat. We shrugged it off called the techs to come fix it and they said they could be out the next day. We were told that for all warranty repairs Mitsubishi would only be covering the cost of the part and not the labor. We paid for the first tech to come diagnose the problem and it was determined to be a bad deice control board that would not be available for two weeks. The weather was supposed to be bellow 0 for several days so the tech put a rush on the order. The part arrived the day of ********** storm and when they replaced it nothing happened. We paid for several more hours of diagnostics after which we were told the deice board must have killed the power board. And the power board was not likely to be available for 2-4 months. We were left without heat during ********** storm which we survived without damaging the inside of the house fortunately. ***** later we got good news that the power board had arrived early. Again the techs came out and we paid to have the power board replaced. Again nothing happened. The techs said they thought now that maybe it had been the compressor the whole time. I was quoted $3000 of labor to replace the compressor which would not be covered under warranty and there would be no guarantee the unit would work after or $7000 to replace the out door unit which is not covered under warranty because the Mitsubishi warranty only covers individual parts. As of now no one has called us back to explain how those are the only two options

  Business Response

  Date: 02/27/2024

  METUS hate the experience you had with our systems and take these matters seriously. We are conducting further research on this issue and will contact the end user directly. METUS will support our product and end user to the best of our ability. 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21327494
  
  I am rejecting this response because:

  I have not received any contact from Mitsubishi
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/12/2024

  We here at METSU hate to hear the experience you are having with our products and take these matters seriously. We have sent an initial communication to work with the end user directly to find a resolution for the issues they are experiencing. We have requested to have a phone conversation on 3/14/24.  

  Customer Answer

  Date: 03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. Mitsubishi has offered to work with one of their diamond tier suppliers to replace the compressor properly and contribute to the labor costs that will incur. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/17/2024

  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 what was represented as a cutting-edge HVAC system (one compressor, multiple handlers) for our home in late 2022. The unit arrived with physical damage but was installed regardless after we were told we could rely on the warranty if there were any issues. Out of the box, the system performed poorly and after multiple service calls, we simply accepted the poor product as a fact of life.In Nov 2023 (still under warranty) the system failed altogether. The issue was mis-diagnosed 2x before the final correct issue was identified and required 5 service calls (all at our expense). We were without heat in the heart of winter for over 6 weeks.My complaint is that we were forced to pay for the labor to repair a unit that we felt was defective from day 1 and never should have been installed -- on top of being without heat for a month and half. I have detailed notes on this period I can share.My request was that Mitsubishi replace the unit at their cost since it was defective from the start and should never have been installed. Instead, we had to pay $3700 to have the dealer repair it (for now) and I will not be surprised when it fails again.I did try and work with Mitsubishi Client Relations to no avail. Contact information below:******************** Client Relations Specialist Mitsubishi Electric Trane HVAC ** LLC *********************************************************************** Office: ************/ Fax: ************ Email:******************************* Our claim in their system is registered under our VIN and model #:Mitsubishi H/P Model: PUMY-P60NKMU3 Serial: ********* Our Location:************************************************************* Dealer who serviced it:******************, LLC. ***************************************************************************** ************

  Business Response

  Date: 01/23/2024

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and conducting additional research regarding this complaint.  We will be InTouch with once we have finished conducting research on this complaint. 

   

  Customer Answer

  Date: 01/24/2024

  The Business responded that they will investigate further.

  They had 6 weeks to investigate before I filed the complaint with the BBB.  To me, their response is unsatisfactory, and I would like to keep the complaint open until they either accept or reject my demand.

  I greatly appreciate your assistance.

  Business Response

  Date: 01/26/2024

  We here at METUS take seriously problems people encounter with our product.  We do our best to support both the end user and our product. In this instance, METUS met and even offered to exceed all of its obligations under the limited warranty.  

• Initial Complaint

  Date:12/07/2023

  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.

  Mitsubishi Electric Case #****** I contacted my installation contractor concerning popping and cracking noise I was experiencing from my Mitsubishi Electric indoor units Model Numbers MSZ-GL-12NA and MSZ-GL-09-NA. I have 4 of these units located in my kitchen, family room and 2 bedrooms. My contractor was not able to stop the noise, therefore, on November 27, 2023, I contacted the ******************* at Mitsubishi. I was transferred to Technical support and was advised the contractor would need to be present at my residence to be able to speak with a technical support representative. The technical representative I spoke with suggested possible causes could be a too short refrigeration line and or an isolator. I set up another appointment with my installation contractor to be at my residence on November 28, 2023. My contractor called Mitsubishi Electric and spoke with a Technical support representative and explained the issue. He was transferred to a higher Technical support representative and was placed on hold for over 30 minutes. Needless to say, he could not wait any longer since he had other service calls that day. He left his phone number to be contacted. He never received a call back to this date of December 7, 2023. I called Mitsubishi Electric again on November 29, 2023, since my contractor had repeatedly tried calling with no return calls. Again on December 1, 2023, I called Mitsubishi to inquire why no one was responding to my contractor. I was told the contractor needed to wait for the system to recognize the call back number and not hang up until the system disconnected the call. I relayed this information to my contractor. Still no call back. During this time, Mitsubishi has taken the Technical Support option off the Menu. I asked about this and was told that it was Contractor use only not home owners. Bottom line, I am not the only home owner with this popping and cracking noise coming from Mitsubishi Electric indoor units. I have to turn the units off in the bedrooms in order to sleep. This is unacceptable for a HVAC system that cost $14,750 to install. There are ******* videos addressing this problem along with many other complaints concerning this issue. Request his case be immediately addressed by Mitsubishi and properly responded to by their higher Technical support in order to be resolved to my satisfaction.

  Business Response

  Date: 12/11/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20974149
  
  I am rejecting this response because:    I have been contacted by a very helpful representative from Mitsubishi Electric on December 11, 2023.  My understanding is Mitsubishi Electric will contact my contractor to set up an appointment at my residence and with their technical support team to trouble shoot my popping and cracking noise from my 4 units.   I have advised my contractor of this and advised them Mitsubishi Electric will be contacting them.   I am awaiting this appointment and the outcome before closing this issue with Better Business Bureau.  Hopefully, we can get this resolved soon.  Thank you.    
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/18/2023

  Good day,
  
  We have reached out to Mrs. *********** licensed HVAC contractor who has scheduled a service call for December 28, 2023, at 8:30am. Contractor has my direct cell phone number and will text when in route. When on site I will have one of our Tier 2 ***************** Advisors on standby to speak with contractor directly. METUS will continue to support *************************, her contractor, and our product to best of our ability. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20974149
  
  I am rejecting this response because:   I prefer to keep this case open until the appointment with my contractor has been accomplished and the results determined.  I am forced to cut the bedroom unit off at night in order to sleep.  The other 3 units are making this same popping and cracking noise also.  Once these issues have been taken care of, I will close the case.  The Mitsubishi Electric representative has been very helpful, and I feel we can come to a satisfactory conclusion.  Thank you.   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/11/2023

  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.

  Jan. 2023 I had a 'mini split' hvac system installed. Condenser MUZFS12NAHU1, air handler MSZFS12NAU1. It is currently 9 months later and the air handler unit is making a consistent clicking/popping noise that has been present since the first day of operation. I spoke with customer service rep (***) for METAHVAC in Oct 2023. Here is a summary: - Popping noise is due to plastic near the coil expanding and contracting.- This issue/phenomenon is known by Mitsubishi to occur; It is listed in the manual as a common noise.- ***: Other customers have had similar issues and were told the same information when speaking with customer service.- Applying any lubricant to the unit or any chemical besides water for cleaning could void the warranty if it causes damage to the unit. Lubricant is not recommended.- ***: The popping noise will go away on its own. There is nothing to do to stop the popping besides waiting. There are no parts that can be replaced.- Even though the term "usually" is used to describe the noise going away, the *** said it will not last another year.[In a previous email: "This usually fixes itself once the unit settles in in that space that it is in."]- *** agreed to provide an email stating the issue will not last another year. Customer has yet to receive such email. - ***: Since it is written in the manual about this noise, it is implied that the mini split should not be installed in a bedroom.Waiting for the issue to resolve itself is unacceptable. 1) The flaw is known to Mitsubishi. 2) There is significant quality of life impact. 3) There is no guarantee in writing that the noise will do away in a specific time period, and if not I am entitled a replacement. 4) I was not informed of the noises by Mitsubishi, the installer, or anyone else before buying. An acceptable resolution is a replacement of the air handler with one that does not make the noise for 9 months OR a written, binding guarantee the noises will stop in the next 6 months.

  Business Response

  Date: 10/14/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and the customer experience with our product. We take these matters seriously and need to conduct additional research regarding this complaint. We will reach out directly to the consumer when it is completed. METUS will support our product and the customer to the best of our ability.
  
  

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20724332
  
  I am rejecting this response because: I would like to get a real response from the company (they said they would contact me directly after doing some research) before I can consider the matter closed with BBB. Otherwise, the company could just never contact me again and then say "well, he said he accepted the BBB response."
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/18/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and are conducting additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20724332
  
  I am rejecting this response because: 

  First, I can confirm and am very pleased to be in contact with someone at Mitsubishi and I am encouraged and confident that we will be able to figure out a good solution. That they are taking the matter seriously reflects well on Mitsubishi in my eyes. 

  That said, being in contact with a Resolution Officer in and of itself is not a resolution. I prefer not to close the BBB case until a full resolution of the root issue can be reached.

  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/21/2023

  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.

  Mini Split installed improperly

  Business Response

  Date: 08/22/2023

  
  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer Answer

  Date: 08/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  Mitsubishi mini splits create a lot of humidity in the room and cause a health issue. I tried to reach out for support multiple times over the years but nobody can come over and inspect units. At this point i do not recommend Mitsubishi for your AC needs. Looks like I will ask my attorney to contact corporate office for resolution.

  Business Response

  Date: 08/07/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customer experience with our product. We take these matters seriously and are conducting additional research regarding this complaint. METUS will support the product and the customer to best of our ability. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20401508
  
  I am rejecting this response because: Nobody from METUS reached out to me. No case # was provided. Please call or text me for resolution.
  
  Sincerely,
  
  ***************************

  ************* cell
  

  Business Response

  Date: 08/16/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and customers experience with our product. We take these matters seriously and have conducted additional research regarding this complaint.  ***** has reached out directly to and is working with the consumer regarding a resolution. METUS will support the product and the customer to the best of our ability.

  Customer Answer

  Date: 08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************