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:06/06/2024

  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.

  Me and my wife purchased a brand new home May of 2021 In ******** Delaware The Reserves at ********************** own by Handler. Everything in our home was new. About 2 Weeks ago our air conditioner unit stopped working. We called the company who installed it on the week end. We was charged $180.00 for someone to come out after hours to fix the problem. We was told we need a pressure switch and Freon. Which will cost us $1200 to fix. Our unit should have a manufacturer warranty. We was told this when we purchased the home. When we call York the manufacturer we was told that they only cover parts. If the brand new unit is defective why are they not replacing it? We was told we have a 5 to 10 years warranty??? Not upstanding why they are not honoring our warranty?

  

  Business Response

  Date: 06/06/2024

  Please reply with the serial number of the unit in question so that we can review the applicable warranty.

  Customer Answer

  Date: 06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: Nothing has been done about my situation. My air is still broke. Attach is the bill I received and the serial number and make and model of our air conditioner unit. Its still not fixed. 
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 06/12/2024

  The referenced model/serial number carries a five year limited part warranty and ten year limited compressor warranty. The manufacturer's warranty only includes the furnishing of replacement parts that fail within the specified time due to manufacturing defects. In general, this is the standard manufacturer's warranty in the heating and air conditioning industry. Please see the attached limited warranty certificate.

  Installing contractors often include a one year labor warranty in the total price of installation. Some contractors offer longer labor warranties but those are almost always sold for an additional price. Johnson Controls also offers reasonably priced extended warranties that are available for purchase within the first year of installation, providing labor coverage for up to 10 years. Our records do not indicate the purchase of any applicable extended warranty coverage on the referenced equipment.

  Although we certainly regret learning of the issue, the limited warranty provides for replacement parts only, we must therefore respectfully decline any assistance beyond the stated limited warranty.

• Initial Complaint

  Date:04/19/2024

  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.

  Our unit is 2 years old and was initially installed as a new build. I started to notice the air is/was not working and assumed we needed a tune-up/freon. Turns out we need a lot of Freon and a defective coil on our unit . We have had 2 different companies (not by choice York refused to let the company we called service the machine for warrenty) run a diagnosis with the same results of a defective coil. Now we are 1st time homeowners and I realize things go wrong at some point but not on a 2 year HVAC unit . Not only has the machine failed ****** HVAC company informs me that **** only sends the part. **** apparently does not pay for that labor nor do they replace the freon (that is designed to NOT leak out). I do not mind paying my bills but to be handed a defective machine bill is not right. According to ****** the freon will cost $115/ lb plus whatever their labor cost totals up too. AgainThis is not good business to be put out $1k for a new BAD unit. The part has been ordered as of 04/16/24 and we elected to not get any freon put in yet since I can not see $115/lb of freon disappear before the unit is fixed. I do not feel that we should be held liable for a defective York product that caused a cooling liquid to just disappear from a machine. The labor, parts and freon should be replaced at the cost of the manufacturer due to a failed new machine. If the part wasnt defective the liquid gold would have never fell out !**** emailed me to respectively DECLINE any help with this matter. This is truly unacceptable and poor business management. Any reputable business knows they should always take care of the customer when it comes to their product malfunction. I would have happily put their extended warranty on my product if I knew they even had one but I never seen nor talked to any York representative when we purchased this unit with our home. Its so disappointing that this has played out this way.

  

  Business Response

  Date: 04/23/2024

  Model PHE4A3024, serial number ********** carries a ten year limited parts warranty and ten year limited compressor warranty.  The manufacturers warranty only includes the furnishing of replacement parts that fail within a specified length of time due to manufacturing defects.  In general,this is the standard manufacturers warranty in the heating and air conditioning industry. Attached is the limited warranty certificate for your review and records.
  
  Installing contractors often include a one year labor warranty in the total price of installation. When this warranty is included, it is noted in the contractors sales proposal or on the contractors invoice when the installation is completed.  Some contractors offer longer labor warranties but these are almost always sold for an additional price.  Johnson Controls also offers reasonably priced extended warranties that are available for purchase within the first year of installation, providing coverage of parts and labor for up to 10 years.  Our records do not indicate the purchase of any applicable extended coverage on the referenced equipment.
  
  Although we certainly regret learning of the issue ********************* is experiencing, labor and refrigerant are not provided for within the terms of the limited warranty and as an extended warranty is not applicable we must respectfully decline her request for coverage beyond the terms of the applicable warranty.
  

  Customer Answer

  Date: 04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: Again this is unacceptable for your company to provide defective products and be expected to assume the cost of your products clear defect. This is not a 10 years from now problem this is a problem on a new unit that **** refuses to accept responsibility for. This unit was not FREE and I am sure we paid dearly for it ! I have researched your product and complaints and it appears I am not the only person who has presented this problem to your company. The least you could do would be stand by YOUR product you represent and take care of your customers. This is not an issue of wear and tear on a 2 1/2 year old unit. Your product failed .... there is no in between ... it failed. The part that failed caused the Freon to leak out which in turns goes back to your defective product. I am not an HVAC expert but I can tell you that I do know it is designed to hold the freon in and not OUT. This is unacceptable and again bad business. It appears based on a simple ****** search your company is know for not admitting or accepting liability for your defective products. To be honest this is my 1st complaint on the BBB in my life and there is a very valid reason for this. I do not accept your declination and will pursue further actions as deemed necessary.   
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/23/2024

  Respectfully, we are standing by the product by providing the replacement part per the terms of the limited warranty and must again decline assistance for requests beyond the stated warranty.

  Customer Answer

  Date: 04/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Please see the attached invoice for the repair and Freon. This is unacceptable for a 2 1/2 year unit. I am now out of pocket 2 diagnosis fees ($79 1st  and $78 2nd) and the repair ($200) plus Freon ($115/lb for 6 lbs= $690)  bill. Your product failed on a new unit and still no sense of responsibility nor customer service for your defective **********************. Again your defective machine lost 6lbs of liquid by no fault of our own. I stand by my decision as well to proceed further with this issue. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/05/2023

  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.

  Bought unit on 3/14/2019. Contract started on 3/15/2019. (10 year warranty on parts and labor). Since 2021 I had several York dealers trying to find out why my unit is not cooling and just kept adding Freon and doing leak checks, the total cost so far $3206. Now it's (finally) determined it's a leak in the lines and I have to pay another $3000 to get it fixed.

  

  Business Response

  Date: 06/06/2023

  The manufacturer's warranty only includes the furnishing of replacement parts that are manufactured by Johnson Controls. ************* advises in her complaint that the source of the leak was "finally determined its a leak in the lines. The refrigerant lines are not manufactured, marketed or provided by Johnson Controls. The installing contractor would either locally source and purchase the refrigerant lines or re-use the existing refrigerant lines.
  
  As the issue is not related to Johnson Controls manufactured products we must respectfully decline her request for assistance in this matter.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:  If you buy a car or anything else with a warranty it means ALL parts are covered  Also, why did it take almost four years to figure out the problem?   They changed a coil, kept putting freon in it and made me pay and pay.  I contacted my lawyer and hopefully we can resolve this in a civilized way.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/07/2023

  Johnson Controls brings its products to the market through independent distribution companies.  These distributors sell the product to local independent heating and air conditioning contracting companies who in turn sell and install the equipment in homes and businesses.  These independent contracting companies design the systems and use the equipment as one component of the overall system.  Johnson Controls does not contract, nor do they employ these local contractors to sell or install equipment. Any service or misdiagnoses issues should addressed directly with the contractor.

  Again, the refrigerant lines are not manufactured, marketed or supplied by Johnson Controls. Included is a diagram showing a split system installation, the refrigerant lines highlighted in yellow. Please note they are external to the condensing unit and evaporator coil.

  We must respectfully decline any further assistance in this matter as refrigerant lines are not Johnson Controls products. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: ********
  
  I am rejecting this response because: JCI will, through the above Service Dealer make the adjustments, repairs or replacement necessary to place the equipment listed in contract in proper working condition.  (see contract #**********).
  
  Sincerely,
  
  *******************