Complaints

This profile includes complaints for Gree's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gree

  2670 Executive Drive Suite A Indianapolis, IN 46241

• 

  Gree

  PO Box 9998 Indianapolis, IN 46241

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:08/10/2023

  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 a 3 unit ac gree brand in December 2022, I hired a contractor to install it and paid **** to install it , and after it was installed we had a gas leak in the main unit and since that time we've been trying to contact gree customer support to fix the issue, they wouldn't reply to customers they said they only answer contractors. Our contractor called them and they told him to fill out the warranty form online with all the supported documents and he did that, but since that time we had no response and we keep sending them emails but they don't answer. We continuously provided the necessary information and received no response or compensation. We eneded up having to buy a new one and have a crew remove the old one main unit and replace it. We would like a full refund and compensation of the extra labor we had to pay for on behalf of the manufacturer issue.

  Business Response

  Date: 08/15/2023

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

  In researching this I did find we had conversations with *********************** Air, and we authorized a replacement unit [internally].  Im checking to see what transpired next.

  Youve indicated that you purchased a unit yourself to resolve the situation. 

  Please provide documentation to support that.

  Our sincerest apologies if indeed we did drop the ball on this.

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

  Director of ******************

  C**************************

   

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  At some point yes someone from gree agreed to send replacement for the internal unit but nothing was sent and after that no one answered our calls and emails and no actions were taken, That's why I had to contact homedepot and get a new unit, I have sent all the receipts and email communication to gree and I have attached the receipts for the new unit installation
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:09/21/2022

  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 bought a gree split mini ac/heater unit from ********** in 2020. it took over a year to get the compressor replaced by warranty because i had to file a claim with BBB in order for them to reply to my warranty inquires. they had refused to talk to me as a homeowner and said they would only talk hvac specialist. ********** is a DIY store and i installed it with a friend. well the compressor finally came and i had to pay 500 bucks out of pocket for the repair. now that it runs both AC and HEAT, but i now realize there is a defect. the two units should be able to work independently in two different rooms as long as they are both on AC or HEAT. one can be on while the other is off. this is NOT the case with AC function. i have to have both rooms on with AC for AC to work in the kitchen. this is a defect of the product. gree again will not return my emails and tweets to have this matter resolved. at this point, i just want a refund for the unit since gree will stick me with the repair costs for the defective product they gave me.

  Business Response

  Date: 10/03/2022

   

  For this system to work, both units must be set for Heating or Cooling, that is the way they're designed.  You can turn either one off and the other will run in either heating or cooling. But if both units are on, they must both be set to heating or both set to cooling. If this is not the case, its most likely an installation problem that needs to be resolved by a license professional. Have a licensed professional call our technical support line and we will be more than happy to assist. Improper installation or servicing of any manufacturers heating and air conditioning equipment could cause serious product damage, injury or death. FOR LIABILITY REASONS OUR TECHNICAL SUPPORT PROVIDES GUIDANCE TO LICENSED PROFESSIONALS ONLY.

  
  While the ********** sells some DIY equipment, not everything they sell is DIY. ********** specifically states that GREE equipment be installed by a licensed contractor to obtain warranty service and access to our technical support.  *** limited warranty you attached states: Limited warranty applies only to systems that are properly installed by a state certified or licensed HVAC contractor, under applicable local and state law in accordance with all applicable building codes and permits; GREE installation and operation instructions and good trade practices. 

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  they are denying me access to the warranty and in the end, have sold me a defective product. 
  
  Regards,
  
  ***************
  

  Business Response

  Date: 10/06/2022

  The customer refuses to abide by the terms of the warranty, which he provided with his initial complaint.  We will gladly speak to a licensed contractor, to help resolve the issue which we feel is an installation wiring problem caused by the homeowner, not defective equipment. 

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  see screenshot of product at **********.  see where ********** touts itself as a DIY store. DIY stands for "do it yourself' not "have an hvac specialist do it for you."  after searching for licensed HVAC specialists to install during the pandemic none were found in san francisco.  hvac specialists told me they were doing multi-unit buildings only and had no capacity for single residence inquiries because of the building boom in the city during the pandemic.  so i had a friend pick it up and install it since i am an older women and this product was huge and came on a pallet. It is not something I could easily return on my own when no hvac specialist were found. 
   
  if you only want hvac specialist to install then do not sell at DIY stores like **********. it misleads the public and is not clear and transparent that gree will void the warranty if not installed by hvac specialist. it actually contradicts the store's motto and is misleading and creates consumer confusion that gree thinks this is an ok place to sell their product given their warranty.  gree should then have hvac specialist sell your product if this is the case. 
  
  and if i really cannot access the warranty because i did not have an hvac specialist install the system, then why did gree send me a replacement to fix the broken compressor? i am asking the company to do the right thing and offer me a fix for defect that i  ace now that the compressor is working but i still do not have independent control of the two mini units something that was advertised as a feature. https://www.homedepot.com/p/GREE-Multi-21-Dual-Zone-21-000-BTU-Wi-Fi-Ductless-Mini-Split-Air-Conditioner-Heat-Pump-with-25-ft-Install-Kit-230V-60Hz-MULTI18HP211/308960655?cm_mmc=ecc-_-THD_ORDER_CONFIRMATION_BOSS_STH-_-V1_M1_CA-_-Product_URL&ecc_ord=WG23851332
       

  Each Wi-Fi enabled wall-mount unit has 4 fan speeds for customizable airflow and is independently programmable'
  This is not happening for me.
  
  
  Regards,
  
  ***************