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:06/19/2023

  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.

  On June 8, 2023, I emailed you the below mentioned email and have not received a response. Attached please find Warranty certificate number WR16121681907, estimate of repairs needed by **************, and Initial purchase through contractor Kings Electric and **************** permits. This unit should be replaced by you since it has cost me a fortune in repairs and maintenance. It is a Lemon. You have not responded . You were chosen because your units were and are highly recommended and a reputable company. I am 72 years of age and still working. It is extremely hot here in south *******. This is making me ill. Your company sells these units at a much lesser cost and I don't see any reason why you cannot provide me with a unit that works. Additionally, I can provide you with all of the ************** (repairs that have been done ************ ********************************************************************************************* recommended by Mitsubishi.

  Business Response

  Date: 06/21/2023

  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.
  

• Initial Complaint

  Date:06/07/2023

  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.

  We recently had a Mitsubishi split system installed in my wifes 600 square-foot sewing room. We had it on to our house. It will cool the area, but it will not lower the humidity at all. It feels like a sauna the humidity routinely stays 10% or more higher in that room than the rest of the house. We have to leave the door open and run a dehumidifier in order to make the room comfortable to stay in. we have tried decreasing fan speed using the dehumidifier mode. And nothing has worked. Our installer says it doesnt work like a regular air conditioning unit. It certainly does not.

  Business Response

  Date: 06/13/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this experience with our product.  We have reached out directly via email to the consumer in regards to this matter to see if we can learn more about the product that was installed.  In many instances system selection and or installation by the independent contractor is found to be the issue with regards to humidity complaints.  METUS will support the product and the customer to the best of our ability.

  Customer Answer

  Date: 06/13/2023

   
  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:03/31/2023

  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.

  My name is *************************. On June 29, 2021, I purchased from ******** Heating and Cooling (MHC) a Mitsubishi split system heating and cooling unit. The system was installed by MHC and my warranty (WR46016126GAF) was registered with Mitsubishi. 6 months after installation my unit failed and would not heat nor cool. A service call was made to MHC. On 2-07-22, MHC discovered that the unit had malfunctioned when a copper service port stem separated and essentially exploded above a FACTORY solder joint, allowing the Freon to escape. MHC told me this was an abnormal malfunction of the type they had not seen in a Mitsubishi mini split and that it appeared the copper tubing had deteriorated from inside before separating. MHC could not positively assure me that small pieces of copper had not fallen into the remaining copper tubing, setting the stage for a compressor failure or other failure due to those pieces clogging up the tubing. After conversations with the local Mitsubishi Distributor, the service technician was able to sweat out the remaining piece of tubing from the copper line and replace the service valve. This service call and repair was completed under warranty, and I suffered no costs.On 12-28-22, my unit again failed and would not heat or cool. This time it took four visits and two plus hours on the phone with your technical team to diagnose a bad circuit board in the inside unit as faulty. The unit was made functional about the end of February 2023 having been out for almost two months. The unit was past one year old and only the parts were covered under warranty, leaving me to pay for the service call and repair labor. Less than three weeks later the unit failed again for the 3rd time in 18 months.On March 22, 2023, your technical people diagnosed the issue as a compressor failure. That takes me back to the first failure and my and MHCs concerns that some of the shredded copper from the service valve stem might fall inside the freon lines and work its way to the compressor. Soon I will have paid enough in labor costs to replace the unit and you will have invested thousands of your dollars supplying parts to a unit that is bound to continue failing. Neither of these scenarios makes sense.It has been down at least 25 to 30% of the time that I have owned it. It is to date still not repaired. MHC assures me that they have created a record with Mitsubishi relative to the issues I am having with this unit.Being that the unit has failed practically since I purchased it, I do not think that I should be liable for the labor charges. I feel, based upon the number of times the system has been broken and nonfunctional, that the unit is inferior and not manufactured in accordance with accepted principles or quality. In other words, a "Lemon." In order to remedy the issues, I am asking Mitsubishi to do two things based upon the failures associated with this unit. 1) pay for the labor costs associated with my repairs 2) have installed at my residence a new system to replace the one sold to me in June 2021.

  Business Response

  Date: 04/07/2023

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue.  We have attempted to review this but can only find a single service case from the identified contractor and that was in 2020.  We have escalated this matter to our field support teams to engage the contractor and product distributor in the review and resolution of this matter.  Again we are sorry to hear about this matter an we are working to support the contractor to restore conditioning to the property.

  Customer Answer

  Date: 04/07/2023

  April 7,2023,
  

  BBB and Mitsubishi,
  

  Reference is made to my initial complaint to the BBB on March 31, 2023, regarding a seriously defective Mitsubishi split system heating and cooling unit, the particulars of which were listed in my initial complaint. Please consider this my initial reply to Mitsubishis response to my claim.  On April 7, 2023, Mitsubishi responded to the BBB notification with the following reply.  (Note:  Mitsubishis response in Italics and bold)
  

  BUSINESS:Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue. 
  We have attempted to review this but can only find a single service case from the identified contractor and that was in 2020.  This would not be possible as I did not purchase the system until June 29, 2021.  I am not sure what unit they could be referring to with this statement.  I have been in the presence of the contractor two times when they have spoken to Mitsubishi engineers regarding this unit. On both occasions the contractor received case/call numbers regarding the troubles.  Im confident that they will be able to provide Mitsubishi with the information they need regarding the unit and the service calls.
  

  We have escalated this matter to our field support teams to engage the contractor and product distributor in the review and resolution of this matter.  I have been told by the contractor that they were also going to contact the distributor to try to rectify this situation by replacing the unit.  I will be including the contractor in the distribution of this reply to Mitsubishi.
  

  Again we are sorry to hear about this matter and we are working to support the contractor to restore conditioning to the property.  Perhaps here is the crux of the problem I have with this unit and Mitsubishi.  Its not so much what they say but what they dont say that concerns me. Mitsubishi does not address my labor cost concerns nor my unit replacement request. 
  

  This unit has been restored several times since its installation and there is no reason to believe that it will not break down again once it gets fixed again.  It wont be long before it will have been broken more days than it has worked.  Mitsubishi is a huge company with thousands of customers and essentially unlimited resources at their disposal.  I cannot compete with that.  They would rather replace parts, regardless of the cost, rather than replace the unit knowing it is defective.  Meanwhile they want me to pay the labor bills to replace these parts knowing that it will not take long before I realize that I have spent more money on labor than it would cost me for a new unit.
  

  The BBB wants to remain neutral, and I completely understand why that is necessary.  I have no issues with that.  The BBB would like us to come to an agreement on a solution to our problem.  No one wants that to happen more than me.  Therefore,if they dont want to replace the unit, I am willing to agree to keep the defective unit and have it repaired again with Mitsubishi agreeing to pay all the labor and parts costs for the time the unit is under warranty or until the unit has two more failures, at which time Mitsubishi agrees to replace the unit with a new one.  If they are convinced that the unit is not defective this should prove to be a simple and low-cost solution for Mitsubishi.  If, however, they are wrong and I am right, then I will be protected from the costs of labor and will get my replacement unit.
  

  I presently hold no animosity toward Mitsubishi.  I liked my unit for the short time it worked.  I just got a defective one and the evidence would support that position.Hopefully this issue will be solved soon. My unit is still broken.
  

  I await your direction,
  *************************
  **************
  ************

  Business Response

  Date: 04/10/2023

  ***** has spoken with the customer and as previously stated is working through our field support team to engage the distributor and contractor on this matter.   Those parties are actively working on a resolution to this matter.

  Customer Answer

  Date: 04/14/2023

  On April 10, 2023, I spoke with ************************************************************* Sales Support at Mitsubishi Electric Trane US.  I am awaiting contact from Mitsubishi, their local distributor, or my contractor to initiate the course of action discussed with *********************  Hopefully this will occur soon but as we only spoke om April 10, 2023, I feel like it will be a bit longer before I hear anything. Should I not hear from them by April 21,2023, I will advise the BBB of the situation so that my case results can be updated.

  Business Response

  Date: 04/24/2023

  ***** has previously responded that we have engaged our support teams to review and support the contractor and distributor in resolution of this matter.  The support team has been in direct conversations with the installing contractor and is continuing to work to resolve the matter.

• Initial Complaint

  Date:03/23/2023

  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.

  When the system was installed the Air handler will quit cooling but the mini splits still cool. They said it was due to the air duct, so changes were made but still the same issue.Mitsubishi said to switch contractors since the installer was not able to fix. The second contractor said more changes are needed to the air duct and I need to add a mini split to the second floor due to the air handler not being able to push air to the second floor. Once that change was made the system was complaining about one of the original mini splits on the first floor so they had to wait for the part. Was hoping that was why I was having the issue with the air handler. Once fixed I was back to the original problem the air handler quits blowing cold air. The only way to get the air handler to blow cold air is to turn off the mini splits. So, after I kept complaining Mitsubishi said to change contractors again, really! I stuck with the contractor as they said it is Mitsubishi that they are waiting. After repeated tries of getting help Mitsubishi had the contractor pull diagnostics data on my system and the contractor gave the data to Mitsubishi but I have not heard back. When I last checked they were still waiting on Mitsubishi.

  Business Response

  Date: 03/29/2023

  Mitsubishi Electric Trane **** US (METUS) is sorry to hear about this issue and has attempted to research the matter before response.  Unfortunately, there is not a lot of information in our system and we only see two service cases one from 2020 and a second from 2022 with regards to this particular matter.  We have engaged our field support personnel who are working to connect with the Distributor, who appears to have had more involvement in the prior investigations.  We will connect with the consumer shortly either directly or via the **** contractor to continue the investigation and reach a solution.

• Initial Complaint

  Date:03/22/2023

  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.

  On 12/14/22 I called ******************** Services ***** for service to my heat pump. After a month of working with ********** and (*******************************. I feel that the company that installed the unit ***** over charged me taking advatage of me as a disabled veteran over 60.. The unit they sold me was 24 BTUs being wrong for my home of 480 sq ft and I paid $******* for the unit at original installation thru ARS and homedept cc which at the time of purchase the unit was around $2000.00 told tome by the ***** person not the ******* charged. . So as of today 1322/23 I have no main heat in my home at end of January 2023 for over 30 days. ********** service person wants to charge me some $3700.00 or more to replace a compressor under warranty. I am cold and hurt alot. Attys' were used and ARS wants 3K to fix and signed" no speak of clause". I was doubled billed the apprasial fee...I had some $636.00 deposited with no consent or service yet in Dec. no shows for months..then want of $3700.00 to fix. So front end overcharged...back end to fix over charged.. Can you help me...it is cold and..then summer...I have a few years left on my warranty.Homedepot has no alternative only this company. Please advise the company has 722 complaints at BBB past two years but still hold an A+ rating and refuses to honor warranty. Please advise

  Business Response

  Date: 03/23/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue and has contacted this end user directly for assistance and guidance on the matter.

• Initial Complaint

  Date:02/24/2023

  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.

  I have.a mini split system that quit working in Sept. 2022. I had my HVAC tech found that the compressor was bad on Sept 17,2022. He went to order one from the distributor and the told his it would not be available until Feb. 2023. I tried contacting Mitsubishi in Oct to see if they would replace my unit that is only a year and under warranty for 4 more years with a new unit, since they cant see to get me a compressor. They would not return my calls. So, I decided I would have to wait until Feb to get the **************, it Feb. and I still cannot get a compressor and they say they dont know when there will ever be one. I talk to customer service and they say I need to talk to customer relations or the area rep, but they will not get back in touch with me. I need my unit fixed or replaced and my warranty extended for the amount of time it was out of service.

  Business Response

  Date: 03/03/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue.  We have been in contact with the consumer and they have looped in the supporting contractor.  We have identified the part in question and have determined that METUS has significant on hand quantity of the part in question to fulfill any orders in the system.  ***** has asked for the order information from the contractor to research why this hasn't been fulfilled to date,  but have not received any type of response with that information.  ***** is ready to support the product and is waiting to be engaged by the distributor on the installing contractor to further support this matter.

• Initial Complaint

  Date:02/22/2023

  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.

  We had 3 ductless heat pumps installed in September of 2022. 2 of the units work but one has never worked. The installer claims to be a Mitsubishi Diamond dealer but has failed to fix the one unit after 5 months. Calls to the customer service line at ********************** is of no help. **************** says to contact the dealer nearest me. This "Diamond" dealer hasn't been able to make this unit work in 5 FIVE months. We have waited weeks for different parts to be shipped, installed, and not work. At what point do they take the unit out and give a refund?

  Business Response

  Date: 02/23/2023

  Mitsubishi Electric Trane HVAC (METUS) is sorry to hear about this issue.  We have been able to locate the referenced contact from the consumer to our ********************* and identified the name of the installing contractor.  Unfortunately, the contractor is not part of the Diamond Contractor program and appears to have not been in the program for approximately 2 years.  METUS has contacted the consumer directly via email and is engaging our support staff to attempt to assist in resolution of this matter.  Ultimately, the installing HVAC contractor will be the responsible party for repair or replacement, but METUS will support the equipment per the standard limited warranty policy.  

• Initial Complaint

  Date:01/26/2023

  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.

  On 10/27/22 Integrity hvac replaced a defective mitsubishi Mini-******************* to restore its operation. I'm seeking the $565.99 cost of the board under Mitsubishi Warranty plan. Mitsubishi claims that since I hired **************** of Integrity hvac instead of ********************, the Mitsubishi dealer, who installed my unit, that they were not responsible for the warranty even though he supplied a new original Mitsubishi control Board from an authorized Mitsubishi *********** became necessary to use **************** services as The ******************** people would not or could not return my calls to then for service. I feel that I had no alternative to solve the problem .Sincerely ************* and all of his eighty nine years and holding..

  Business Response

  Date: 01/27/2023

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue and experience from the consumer.  ***** has been in contact with the consumer to gather additional information about this issue and to explain the warranty claim process.  METUS and the customer are actively working on an agreeable resolution to this matter.

• Initial Complaint

  Date:01/15/2023

  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.

  November 7th both circuit boards went bad and unit wasnt a year old. Now we have been waiting on board for 2 months with no eta on board . Really need this cause its my ************ and cooling. Should be made to replace with new unit if they cant get this board. Thank You!

  Business Response

  Date: 01/17/2023

  Mitsubishi Electric Trane HVAC ** is sorry to hear about this issue and experience.  We have reached out directly to the consumer in this matter to see how we can facilitate resolution of the matter.  

• Initial Complaint

  Date:01/04/2023

  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.

  We bought a new condo with a Mitsubishi mini-split system installed. In the past year the compressor has failed three times, including the motherboard. While the system is under warranty, Mitsubishi does not have parts available to repair and we have been stuck without heat twice for extended periods during the winter. Mitsubishi has been unable to provide any timeline for remediation, and just says they have nothing available. We have been without heat now for two months with very cold temperatures due to their inability to adequately source parts.Not only is the system unreliable and prone to failure, but the inability to be able to repair or replace parts is ridiculous. All of our HVAC contractors have indicated that this is a systemic problem with Mitsubishi and the mini-split systems, and they have longs lists of other customers having similar issues with failed units and an inability to source replacement parts.

  Business Response

  Date: 01/10/2023

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue and situation.  Our business just like many others has been impacted and still is seeing impacts from the shutdown associated with COVID.  Demand for our product associated with more home office users was unanticipated and it has put a strain on not only producing new equipment but parts.  A member of our team has attempted to contact you to gather additional information about the *******************, and issues so that we can provide assistance where possible.  The number of failures experienced is unusual to say the least and I am certain that we would likely want someone from the support team at the product distributor to review the installation and application for any issues that *** be contributing to these component failures.  Again we are sorry about the issues you have experienced, you can contact us at ************* to provide the information above that would be very helpful in our investigation and support of the product.