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:12/29/2022

  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 have a mini split system with 3 indoor units and 1 outdoor unit. On 5/24, on heat mode, all 3 units started icing over. We contacted HVAC repair, they could not fix it. It recurred several other times and it was determined that the reversing valve was getting stuck. We were told that it was a warranty replacement for the outdoor unit. We were told that they were expecting it around 9/12, but now it has been delayed indefinitely. We need a solution asap. It is winter time and we've been getting harsh weather. We would like to be contacted via email at *********************** Thank you!

  Business Response

  Date: 01/03/2023

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue.  We have informed the local sales and support teams of this matter to engage with the local product distributor and contractor regarding the issue and resolution. 

• Initial Complaint

  Date:12/03/2022

  Type:Product 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.

  System is 2 years old, discontinued, condenser went bad 6 months ago, NO IDEA WHEN I WILL SEE THE REPAIR.Contacted Mitsubishi. NO RESPONSE.They DONT care.I could had many options when choosing my system, unfortunately the company sold me a lemon.How long do you wait for a part, 6 months, 9 months, a year, more, just terrible service and excuse for a company.

  Business Response

  Date: 12/06/2022

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this experience.  Unfortunately, based off of the information provided in the complaint METUS cannot find any records of this issue or customer.  Additionally, the customer did not provide a phone number so that we could call them to discuss and the message we sent via email, asking for additional information, has gone unanswered.  ***** is more than happy to review the issue to see if we can reach a resolution, but based off of the information provided to date there is no way for us to validate the claims on this matter or provide the requested resolution of repair.

  Customer Answer

  Date: 12/08/2022

  I am not surprised at the company's response.

  Ido not give out my phone number. The email provided is valid and I have received nothing from Mitsubishi, even checked my spam folder.

  I purchased the system through RMC, ****** **. ************* The system was 2 years old when the motor control board went along with the two motors. The condenser with the problem, MXZ-5C42NAHZ, was assembled in 2018, installed in 2020 and its discontinued. I am now in the 6th month waiting on the circuit board. Mitsubishi CAN'T even provide a date to RMC for delivery. 

  What other information is required? IF they are unable to send an email to ********************* then in the response to BBB, state exactly what additional information is required.

  I honestly have no faith in this unit even after repair (if that ever happens) and prefer Mitsubishi replace this unit with the updated model.  
  

   

   

  Business Response

  Date: 12/12/2022

  Thank you for the follow up response and information.  This was helpful and ***** was able to contact the contractor and learn the part number for additional research.  ***** has sent a response to the consumers email this morning with an update and copied the ************************************** email, with the Complaint ID in the subject line, on the response which also included the original message send on 12/5/2022 at 8:35 AM EST.  According to our records METUS has 153 of the part R01M17350 that RMC has ordered for this issue and RMC informed us this morning that they were informed the part is scheduled for delivery on 12/19/2022.  I am working to locate the specific order from the distributor to METUS so that I can request the part be expedited and will follow up via email with any updates I receive.  

• Initial Complaint

  Date:11/30/2022

  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 had a Mitsubishi mini-split installed ** any new guest house last year by the contractor who had just built the house. Since installation, the thermostat has never worked properly. A heating and air company just talked to the Mitsubishi tech, who said that's just the way this model was designed-- you can't control the temperature! So it cannot be fixed!This is a terrible design flaw. My guests set the heat at 62 degrees recently and said they woke ** in the middle of the night and it was 69. They had to shut it off.This happens every time-- the heat just keeps going.I had planned to rent this house out, but I cannot rent it if it has no temperature control!

  Business Response

  Date: 12/06/2022

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue.  ***** has been in communication with the end user since learning of the matter to better understand the application and installation.  ***** has also attempted to contact and connect with the contractor to provide support in the resolution of this matter.  METUS will continue to support the contractor and equipment to the best of our ability and hopefully a successful resolution to the matter.

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased a Mitsubishi Trane split system that pump model #NTXMMX20A122AA roughly 18 months ago. It worked for about a week, then it froze itself into a block of ice. It took the remainder of last winter to get a pan heater for it and by the time it was "repaired" (months later) the temps had gone back up to a comfortable level so I wasn't sure if the pan heater had resolved the issue or the elevated outside temps did it. It was a brand new unit and for the first 6 months it was broken and awaiting parts. Last month the wiring came loose and fell into the fan causing it to stop working completely AGAIN. The dealer zip tied the wires back in place, it worked for a few days and now the unit has failed again with the same symptoms as last fall/winter when it was installed. The thing only heats when it's warm out and the moment the temps get below 40 it turns itself into a block of ice. The unit is still under warranty but I can't get the original installer or Mitsubishi to repair or replace it. Currently seeking help from an attorney. I tried reaching out to Mitsubishi/Trane and they will not contact the dealer (they're asking ME for diagnostic reports and previous repair invoices - something only the dealer would have) and the dealer can't get them to respond to their calls leaving me in the middle. This entire situation is insane and quickly headed towards court. We could avoid all of this if Mitsubishi/Trane would just do the right thing, pick up a phone and call Metro Heating and Air and get this thing either repaired or replaced or give me a refund so I can go buy another unit that works. While amenable to 'repair', I'm not spending ANOTHER winter relying on Kerosene for heat waiting for parts.

  Business Response

  Date: 12/05/2022

  Mitsubishi Electric Trane HVAC US (METUS) is sorry to hear about this issue.  Per the request METUS has spoken with both the end user and the referenced contractor.  From those conversations METUS has learned that the contractor has engaged the local distributor support personnel.  A site visit between the contractor and the distributor has been scheduled for 12/5/2022 to review the issue and hopefully identify the root cause of the issue for resolution.  METUS is awaiting the findings from the site visit to provide the appropriate support to the distributor, contractor, and customer in the resolution of this issue.

• Initial Complaint

  Date:10/11/2022

  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 have been waiting for a part, the compressor discharge sensor, for our Mitsubishi Model PUZ-A3NHA7 since February. The unit has been out of service since February because of this and the temperature in the upstairs of our home routinely reached the 80s during the summer months. The response from the company is that no determined date can be given to receive the part. The heat and humidity are causing damage to our 3 yr old home. We have attempted to secure the part through certified HVAC companies and called Mitsubishi help line directly, to no avail.

  Business Response

  Date: 10/18/2022

  We are sorry for any delays to this complaint, Mitsubishi Electric Trane HVAC US LLC (*****) takes all complaints seriously and researches them to the best of our ability before providing a response.  ***** has made two attempts as of this response to make contact with the consumer via the phone number provided in the complaint.  ***** would like to attempt to obtain additional information regarding the contractor being used and the part number and order placed for the component that needs replacement.  Based off of the description that was provided in the complaint we have researched and determined that the part is in inventory and ready for shipment. However, it is possible that there are other parts or components not identified to the consumer that are on backorder.  For this reason we would like to connect with the contractor to obtain some additional information to support resolution of this matter.

  Customer Answer

  Date: 10/18/2022

   
  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:10/11/2022

  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 Mitsibishi ductless mini-split system that is under manufactor warranty stopped working correctly in April. I contacted a Mitsubishi HVAC-certified repair contractor at that time. Their diagnosis of the failure called for two parts which were not immediately available. After approximately six weeks, the repair contractor received one of the parts, came to intall it, but then rediagnosis the system as needing replacement. They called Mitsubishi at that time to obtain authorization. Three weeks have paased and Mitsubishi will not return their calls. My calls to customer service also go unanswered - they have an automatecsystem that takes a phone number for call-back, but they never do.

  Business Response

  Date: 10/18/2022

  We are sorry for any delay in the response to this complaint.  Mitsubishi Electric Trane HVAC US LLC (*****) takes all complaints seriously and reviews them to the best of our abilities before response.  Our review resulted in some information regarding this consumer.  ***** was engaged in dialogue with the consumer during the summer, assisting to coordinate repairs with the contractor.  After late August and until this complaint surfaced METUS was unaware and cannot locate any attempted contact made by the contractor or consumer with regards to this matter.  Since this has been brought to our attention, we have engaged with the distributor to investigate the claims from the contractor and will work to facilitate a resolution.

• Initial Complaint

  Date:10/04/2022

  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 split unit system compressor failed and needs to be replaced - the system 2 years old. No Heat and No A/C. It was a massive cost to upgrade system to splits when the house was remodeled - my only form of heating and cooling for my house. Spoke to Mitsubishi and will warranty the part not the labor - labor cost alone is $2400 - insane. Was told the part was on backorder and 3 weeks to a month out - it has now been over 3 months and still no compressor; the date keeps getting pushed 3 more week?? I live in the Northeast had no a/c for most of the summer (hottest summer on record) had to purchase window units (another expense). We are now into mid October and is cold at night - I have no heat now - single dad with a child. Called Mitsubishi - no answers, they will of course let me purchase a full split system but i can not get a part for mine. I now have to decide to purchase space heaters while I continue to wait - again at my own expense.

  Business Response

  Date: 10/06/2022

  Mitsubishi Electric Trane has been in communication with the consumer and has requested equipment and order information to research this issue further.  We are actively working on this matter directly with the consumer for resolution.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18163941
  
  I am rejecting this response because:
  The issue has not been resolved 
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  ***** is continuing to try and assist this consumer and has requested, via email directly with the consumer, the order information for the part(s) in question.  To date we have received response from the consumer that they are trying to obtain this information from their contractor but METUS has not received any details.   ***** continues to await this vital information to further support the customer.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18163941
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************