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:06/16/2025

  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.

  I have 2 york 4 ton units in my private residence. Last week turned on units both had no refrigerant in *****. Repairmen add 6 lbs of refrigerate 3 to each units. $800. for service call and refrigerant Repair man told me they (****) all leak as proven by class action lawsuit that closed in 2017. I bought both units in 2015, so I didn't even now about problem with coils or lawsuit. I would have file or had coils/unit replaced. So now 2025 the same coils in lawsuit are leaking. But I can not claim because of date? I will have to pay for 2 new units over $8,000. So why don't I just get new coils for $ ***** a piece plus labor. Because they are the same coils which will again leak who know when in 1 year 3 years?

  Business Response

  Date: 07/02/2025

  Dear Ms. ********************** is in response to the referenced complaint.
  
  Mr.****** condensing units, serial numbers ********** and ***********, carried a five (5) year limited part warranty and ten (10) 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.
  
  Additionally, to incentive customers to register their products in a timely manner we will increase the limited part warranty from five years to ten years if the consumer/end user registers their product within the first 90 days after its installation. Unfortunately, Mr. ****** units were never registered so the five-year limited warranty was applicable and it unfortunately expired in October 2020.
  
  The class action settlement referenced in the complaint is specific to coils manufactured using copper tubing. Mr. ****** condenser coils are of a different material and design. They are all aluminum microchannel coils, and as such they are not included in the settlement.
  
  Upon receipt of your correspondence I contacted Ms. ***** directly and reviewed the terms of the warranty and explained that his products are not included in the class settlement and why. I offered that in the interest of assisting in the matter that we would provide the needed replacement condenser coils through a licensed servicing dealer that participates in our warranty program. He was in agreement and will follow up directly with me once he has selected a dealer to provide the service.
  

  If you have any questions please do not hesitate to contact me directly at ************.
  
  Sincerely,
  
  **** *****
  Sr. Manager, Consumer Relations
  

  
  

  Customer Answer

  Date: 07/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Contractor (Quality Air Control) installed a brand new Champion HVAC unit in August (2024). Two months later the system failed. Contractor came out and told us some boards blew and that it would be covered under Champions warranty. A couple of days later contractor told us Champion was refusing to cover under warranty. Not only that, but replacement boards wouldnt be available until January at the earliest. I had to install another brand new unit and want to be reimbursed for the defective Champion product.

  Customer Answer

  Date: 11/20/2024

  I do have the paperwork.  The product is manufactured by ********, and both York and *********************** names are listed in the paperwork and for filing warranty info.  I assume that is because they use York parts and ************************** in their manufacturing process.  

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 bought York A/C in 2021. 11 months ago, August 2023 I had to pay out of pocket $698 for the ************************************ In June of 2024 the same part failed. It it suppose to be under warranty but I still had to pay $349 for Warranty- Control Boards, Gas Valves, ODFM's. I am requesting help to get my original out of pocket $698 ... the part was defective with probably a recall that I never got.

• Initial Complaint

  Date:06/05/2024

  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.

  i purchased a home with a newer ac York unit and a "comfort plan" additional warranty was 3.4 yrs old installed on 12/22/2020 and had warranty transferred to me, the unit was installed by Skipp at GMC air and the price was $4626.00 the ac unit was not working not cooling so i called GMC air from the number on the install receipt, GMC was purchased by MR. *** *************** even though it still comes up as GMC on my phone caller id, they came out and checked the unit it had a leak i was told and the pressure was very low i was charged, i paid ****** for them to come out and they had to schedule a leak search, they came back and did the leak search and still was unable to find the leak they charged me for the leak search$213.00 and additional $300.05 for freon they stated they could do another type of leak search where they add dye to find the leak at an addition $394.40 and that if that did not work because it was not guaranteed there would be a final leak search called component isolation at a cost to me of $547.00 i called york regional service manager ************************* for assistance because this is a york product backed by a york warranty of 10 years and an additional "COMFORT WARRANTY"he stated that the company adding freon to a leaking system was wrong and they could receive a fine for doing that, by letting the freon just leak out into the environment and not fix the leak, he also said that contractors are not honest and he can not do anything. so a York warranty is as good as nothing completely worthless if there is no way for the consumer to exercise their rights to utilize the warranty, furthermore york uses these distributors/contractors to sell their products and does not provide any customer service or warranty protections when their product Fails well within the warranty period.

  Business Response

  Date: 06/18/2024

  Mr. ******* unit serial number ********** carries a ten year limited parts and 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. See attached limited warranty certificate.
  Additionally, ******* 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 reflect an extended warranty was purchased and is in effect until December 22, 2030 on the referenced equipment.The extended warranty provides a 10 year labor warranty, through participating service providers, for a diagnosed qualifying repair. Attached please find a copy of the extended warranty contract. Please see number eight (8) under the section titled What is not covered: 8. Diagnostic time to assess a problem.
  As the source of the leak has yet to be diagnosed, we are unable to provide assistance in this matter. If the source of the leak is found to be in the equipment, Mr. ******* participating service provider would make the repair and file the warranty claim per the terms of the extended warranty plan.

• Initial Complaint

  Date:07/24/2023

  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.

  We purchased a York air conditioning system from a local company less than 5 years ago and it is constantly breaking! Some of the parts are "under warranty" but we still have to pay shipping, labor costs, paperwork costs to file a claim and we are doing this over and over again to replace parts on a faulty system. The local company is not helping and York will not answer phone calls or emails. They are selling a faulty product and customers are suffering additional costs to try and fix it!

  Business Response

  Date: 08/17/2023

  Unfortunately, there is not enough information included in this complaint to provide an informed response. Please reply with the complete model and serial number of the equipment in question along with copies of the service tickets for any and all service performed on the system including repair and preventative maintenance records.

• Initial Complaint

  Date:03/02/2023

  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.

  We had a new ********* unit installed 9 years ago in July. Since then have had nothing but trouble with it. System has leaked freon every year for 9 years straight.Had the installer come out each year and recharge system and local dealer ( ******** **** ***************************************************** *************) charging ** a service call for putting the freon back into unit. But has never been able to fix leak for 9 years going into atmosphere. Please help with contact person in ********* ******** area that can help with my warranty issues. ******************************* ************

  Business Response

  Date: 03/10/2023

  Upon receipt of your recent correspondence we forwarded a copy to our local representative *********************, Service ******** ******* Systems for investigation. He has made contact with both ****************** and his servicing dealer ******** who have advised they have identified the source of leak as the evaporator coil and are working with ******* to obtain the replacement part through the warranty process. 

  Should you have any questions please do hesitate to contact me.