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:07/30/2022

  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.

  Did business with Mastercraft for years, even before changed name, 8/21 first time put in a part. appointment setter stated they install Manufacture Factory Authorized parts, that being 1 year warranty. On 6/2/2022 maintenance visit, a service man from the company suggested I install a hard start kit, he came and installed it on 6/11 after obtaining part, was told prior not warranty part, since added to unit. I was ok with that. being 90 days .,. On 7/25 my air conditioner making loud noise, I set up an appointment, less than a year since Mastercraft replaced the part and 6 wks since new part.. I was assured by ****** that all parts replace are Manufactured Factory Authorized parts, I was told the hard start, not part of the original unit. covered 90 days,I contacted the manufacture and was told the contractor part was covered under my warranty, I needed to contact the company and have them fill out the appropriate form they would send me the funds, not matter if authorized dealer or not. They were aware of my warranty and if they could not put in an authorized part I should have been informed to go somewhere else at that time. . I called the company and asked to speak to the owner, urgent, to talk to him BEFORE the service person came out., he did not call me back until several hours after the service person came. he sent Airtronic out, instead of his company, he told me needed new contactor, part was not factory authorized part, manufacture and only 90 day coverage. He hired airtronic.As the owner of Mastercraft and the manufacture stated" The major parts are under factory warranty through anyone" Contacted factory authorized dealer was, told no original part in machine, cannot give free part, Now paid for 2 parts, and labor two times, if had a manufactured warranty part most likely would still be working, want Mastercraft to refund me cost of 2 parts and 1/2 of the second installers fee. Authorized contractor fee total $341.

  Business Response

  Date: 08/01/2022

  1st, We did not "Hire Airtronic," Airtronic merged with Mastercraft over a year and a half ago, so the company/employee that came out was a Mastercraft employee. 2nd. ************* was made aware when she called in that there would be a charge to come out and fix the unit as Mastercraft/Airtronic is NOT the installing contractor of her 8 year old air conditioner, ************* was even advised that the installing contactor should cover this issue under warranty, but she responded by saying "I dont want those people in my house again." When the technician got to the house and diagnosed the issue as a bad contactor (which is an replacement accessory with a 90 day warranty, not a part), he informed ************* that the issue was the contactor chattering and that it needed to be replaced to resolve the issue. ************* stated that she would not pay for the repair, so the technician left the home without argument. We have advised ************* multiple times that because we did NOT install the system, accessories are NOT under warranty through us and that she should call the company who installed it to repair it under their warranty or if ************* would like us to replace it with a charge, we would gladly help her out and do so. 

  Customer Answer

  Date: 08/04/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/10/2022

  First and foremost, I am the one who personally talked to ************* and informed her MULTIPLE times BEFORE coming out to her home that this call is chargable and that the electronic parts (i.e Capacitor and contactor) are considered accessories and have a 90 day warranty through us. ******* still wanted us to come out. I informed ************* that the installing contractor should cover the part under their warranty, but since we are NOT the installing contractor, it is NOT covered through us. ************* stated that she did not want the other company back in her house and she wanted us to come out even if she had to pay. We were 100% up front with ************* and she knew before we even dispatched a technician to her house (same day) that these accessories are NOT under warranty through Mastercraft. 

  Customer Answer

  Date: 08/15/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/15/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [

  8/21 was told authorized part put in,

  725 problem made an appointment for the next day after 1:00

  called manufacturer. Was told contractor was warranty part, and the installer just needed to fill out paper work and I would get reimbursed  for the part. 
  I called mastercraft and was told by ****** all parts authorized factory parts

  i called before 10:00 am 7/26 it was urgent I speak with the owner before the service rep came out. He did not send his company but another company and they told me they could not fix my air conditioner. I asked him why he was sent since he could not fix it. 
  I spoke with the owner only after Airtronic left. 
  the owner told me he could not fix it and should call an authorized dealer, I did so. Since there was not an authorized dealer part to replace I needed to pay for the part. Now paid for two parts when still have warranty on parts until 6/23

  if mastercraft had put in a factory authorized part in the first place I would have been reimbursed for that part and the part I would needed 7/22

  want to be reimbursed for both parts and part of the labor since put inferior part instead of factory authorized part. 
  as he and the manufacturer stated it does not matter who puts in the part. 

   

  You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************