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:10/28/2022

  Type:Delivery 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.

  This company is the absolute worst. They completely lost my order and have ignored all my emails for the past two weeks. When their support replied to me last, it was to tell me that they were combining my new ticket with the other ticket they never replied to. They will not refund my order or send a replacement even though they confirmed that they lost my package. They said they would file a claim with *** and get back to me, but they never did and have ignored every one of my messages since then. It has been over two weeks since they replied to me last. I have attached receipts, shipment confirmations/tracking numbers, and even screenshots of the ridiculous conversions I've had with their team (when they actually responded). Everything is time-stamped with dates.
  
  At this point, all I want is my money back. That's it. Plain and simple.
  
  Full res files can also be downloaded here: *************************************************************************

  

  Business Response

  Date: 10/28/2022

  *********
  

  I sincerely apologize that your order was lost and you did not receive prompt service responses to correct that issue.  We are going to do our best to take care of this situation for you as quickly as possible by refunding your order. Our accounting department has refunded you for your order and we have sent you the receipt.

  Thank you,

  Customer Answer

  Date: 11/01/2022

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  

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• Initial Complaint

  Date:09/09/2022

  Type:Product 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.

  In 2017, we installed two geocool units, in the beginning we had some bad experiences with ingram’s customer service, but a former sales manager was very helpful in the end.
  Back in 2020, the 5 ton unit stopped working and i contacted ingrams (talked to ed), but he could not help me and said its an issue with the thermostat.
  The hvac company that services this units, since they have been installed, came and figured out the the catalyst was broken and replaced it. what we figured further out is that the unit has extreme condensation water. The unit must have been leaking into the wall behind it, which now has a serious water damage and mold issue.
  
  The technician that did the work was on the phone with ingrams (john). besides having no clue this person denied upfront that this has anything to do with the unit nor can this cause a water damage.
  He called back and advised us that a part is not insulated and this is the reason - the parts he referred to have never been isolated nor are these parts isolated on the 3.5 ton unit we have.
  
  The past 2 weeks we have been experiencing a heat wave in CA and were not able to use either of our units to cool the house, because once again there is an issue. We had our technician come out and take a look at the unit. He was here for 6 hours, as we tried to reach someone at Ingram"s to advise on the issue the unit is having. Seven hours later we received a callback, who left a voicemail with no name. We called back and reached the customer service line and the people were rude and incompetent.
  
  The technician found in one unit a broken relay, which I sent photos of to ********* **** who is a sales manager from Ingram's. The people at the customer care denied that he worked at Ingrams's, yet had all the info and the pictures of the broken piece.
  
  The bad customer care and the extremely bad quality from the geocool unit that has so many issues already after 5 years is more than frustrating.
  
  best,
  sigmar berg

  

  Business Response

  Date: 09/13/2022

  *** ****,

   

  Based on our findings, your equipment is no longer covered under warranty. But because you've had so many issues, we want to give you the necessary parts at no cost to you. I apologize if any member of my staff upset you or caused you any inconvenience. If you are able to provide me with a name, I will personally speak with the individual and address this with them directly. Again, I am very sorry *** ****. We look forward to working with you.

   

  Thank you

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  We received the replacement parts and had a technician come out twice since then, spending hours working on the unit. Each time no one at Ingram's customer support was available. We need a complete replacement of the entire unit, as the issues are ongoing and the replacement parts are not fixing the issue.
  
  
  
  Regards,
  
  
  
  *** ****

  

  Business Response

  Date: 09/23/2022

  *** ****,

   

  Unfortunately we will not be able to replace this unit as your warranty went out in 2021. We did replace this unit in April of 2020 and sent the parts free of charge in September of this year even though the warranty is out. However, we are willing to help you diagnose your issue. A tech will be calling to help get your unit up and running. Again I am very sorry *** ****. We look forward to working with you. 

   

   

  Thank you

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This reply does not solve the issue that I have a unit that is not working. It has had ongoing issues, even while it was still in warranty. The relays that were sent to us have already burned through. Also you say that you will provide support, but until today no Ingram's technician has reached out to our contractor working on the unit. Each time we try to reach out no one is available and we get no response. 

  We need a dedicated Ingram's technician with a direct number as well as all the parts that are needed to fix the issue. Currently the water pump is not working. 
  
  
  
  Regards,
  
  
  
  *** ****

  

  Business Response

  Date: 10/03/2022

  *** ****,

   

  I will have a tech reach out to you today. However, I cannot approve to send you parts free again as we have already done so at your request. We will advise you on what you may need to get your unit up and running again.

   

  Thank you

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  Hello Ingrams Water & Air,
  
  First of all, we have been working to contact customer support since beginning of September regarding our broken unit. We have been customers with you Ingrams Water & Air since 2017 & experienced ongoing issues with both units consistently. One unit got replaced in 2020. In good faith we trusted Ingrams Water & Airs guidance with our unit, but if we were aware the unit is going to fail completely within a couple of years- we would have requested a replacement of the unit right away.This is not fair to drag a product beyond the warranty limits & leave us with no support. We have undergone 2 weeks of an extreme heat wave here in California and now with the cold season beginning shortly- WE WILL NEED A UNIT THAT IS WORKING! This is harmful to our overall wellbeing and living situations. Customer service sent us parts because we are out of warranty. However, even with the parts the technician was still not able to fix the unit and when they reached out to customer service- no one was able to be reached. We are no longer tolerating this back and forth communication and most of all lack of sense of urgency from your customer support team. This has been ongoing bouncing us around for over a month now- THIS IS UNACCEPTABLE & INSULTING! Requesting a new unit replacement for all of this hardship that we have been put through with the unit and lack of support from customer service. Most of all, the customer service reps we did get a hold of were rude and insensitive to our complaint! IF we do not receive a new unit for all of the extremely poor support from customer service and horrible quality from the Geocool- we will have to file a lawsuit to protect our rights.
  
  
  
  
  Regards,
  
  
  
  *** ****