ComplaintsforMitsubishi Electric Visual Solutions America Inc

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In 2022 we had a 3 ton unit installed and then 2023 we had another unit installed for my computer room and we split out the main heat pump to serve two bedrooms and the basement. On the advice of Design Flow they said that Mitsubishi had given them a %they could exceed the unit (MXZ-4C36NA2). Before the unit only do the large main basement and my office which was on the same level. It now services two upstairs bedrooms as well as the basement Ever since then we have had NON STOP ISSUES. The techs have come out probably a dozen times and it either works or it cycles off and does f blow cold. Last time out I was a so to reproduce by completly shutting off one of the upstairs units which ***** as this install was a ton of money from design. Flow I feel the manufacturer (you) are the last resort before next steps and

  Business response

  08/22/2024

  The Mitsubishi Electric business organization this complaint was filed against has closed.  However,the information contained within the complaint has been shared with the appropriate entity; Mitsubishi Electric Trane HVAC (METUS).  ***** is in the process of connecting with the consumer, contractor, and support system to resolve this matter.  If the customer wishes to file a ******************** complaint with the appropriate company, they will need to file against Mitsubishi Electric located at *************************************** *******, GA *****.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mini split unit purchased NEW was DEFECTIVE from Factory. Leaking and ruining hardwood flooring and antique furniture piece. I contacted Mitsubishi, Budget Heating.com in regards to this issue on several occasions. I paid more than $2,000.00 for service calls related to this DEFECTIVE UNIT. All I want is a NEW REPLACEMENT UNIT and to be reimbursed for the money I have wasted on a Factory DEFECTIVE UNIT. I have also addressed this issue with the ************** I purchased this unut from, Budget Heating.com located in *******. This needs to be resolved as soon as possible.Thank you.

  Business response

  11/16/2023

  The business organization this complaint was filed against has closed.  However, the information contained within the complaint has been shared with the appropriate entity;Mitsubishi Electric Trane HVAC (METUS).  ***** is in the process of connecting with the consumer, contractor, and support system to resolve this matter.  If the customer wishes to file a ******************** complaint with the appropriate company, they will need to file against Mitsubishi Electric located at ********************************** *******, ** *****.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the three Mitsubishi Ceiling Cassettes I purchased. These units, unfortunately, do not cool rooms below 67 degrees Fahrenheit. This limitation was not apparent in the product documentation, and I only discovered it after extensive research.The installation of these units was a significant personal investment. I spent four weekends last fall installing the units, mainly as a gift for my wife. The fact that these units cannot meet our cooling needs is not just disappointing; it is deeply embarrassing, given the time and effort invested.I initially chose the Mitsubishi brand because I believed in the quality and value it represented. However, my recent experience with these units has considerably shaken that belief. The performance does not seem to justify the additional $4,000 that I could have saved by choosing a more economical ******* am reaching out to your customer support team in the hope that we can find a satisfactory solution to this situation. This may involve technical support to potentially optimize the units, replace them with a model that can cool below 67 degrees, or provide compensation.I look forward to hearing from you soon regarding how Mitsubishi plans to address this issue. Please reply that you received this email with an estimated time for a response.

  Business response

  06/20/2023

  The Mitsubishi business organization this complaint was filed against has closed.  However, the information contained within the complaint has been shared with the appropriate entity Mitsubishi Electric Trane HVAC (METUS) and METUS is in the process of connecting with the consumer, contractor, and support system to resolve this matter.  If the customer wishes to file a ******************** complaint with the appropriate company, they will need to file against Mitsubishi Electric located at ********************************** *******, ** 30024.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a Mitsubishi HVAC mini-split for heating and cooling in our home with HVAC contractor. Have had issues with noises two or our outdoor condensers are making as well as two of our indoor upstairs floor mounted units. The sound they are making is very disruptive to our sleep/life's and not as advertised. I have reached out to Mitsubishi customer service multiple times to try to file a claim, escalate my issue to a manager or get support from a technical specialist to help us navigate this issue with our contractor. As homeowners, we keep being told that the contractor has to file the complaint and there is nothing they can do. this is simply not acceptable, there needs to be a better solution than just leaving us hanging ability to help us navigate the issues we are experiencing. We asked our contractor multiple times to file a compliant with tech support #2, but he continued to claim to be working through the local mitsubishi distributor network. However, although he says they are looking at solutions and trouble shooting, we have not been neglected for 4 months and have not had any action or changes in the original install of our equipment. We ask for Mitsubishi to be a better partner and assist us as home owners dealing with this situation so we can send a list of trouble shooting demands to our contractor and work through this process. If the sound issues we experience are due to install, the contractor should follow exact instructors, however, if it is due to manufacturing issue the units should be replaced. However, it's now been 9 months since the original install and we still have not found a solution to our noise disruption this equipment has been causing. It's inducing continued anxiety and stress in our household and Mitsubishi needs to do better to support home owners that do not have technical knowledge of the equipmnet.

  Business response

  04/17/2023

  The Mitsubishi business organization this complaint was filed against has closed.  However, the information contained within the complaint has been shared with the appropriate entity Mitsubishi Electric Trane HVAC (METUS) and METUS is in the process of connecting with the consumer, contractor, and support system to resolve this matter.  If the customer wishes to file a ******************** complaint with the appropriate company, they will need to file against Mitsubishi Electric located at ********************************** *******, ** *****.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Mitsubishi heat pump purchased from **************** ************** *****. Install date 12 11 2017. It was diagnosed defective on 12 14 2022.I still don't have any heat from my main source. I've contacted ****'s World 3 times and Mitsubishi twice. ****'s World recently said Mitsubishi had to approve claim but they had the paperwork. So I called Mitsubishi and they told me that they didn't have the claim. That the distributor had to file the claim. So I asked who the distributor was and they said that they didn't know. Really?I feel like I'm getting the runaround.

  Business response

  01/26/2023

  The Mitsubishi business organization this complaint was filed against has closed.  However, the information contained within the complaint has been shared with the appropriate entity Mitsubishi Electric Trane HVAC (METUS). METUS is in the process of connecting with the consumer, contractor, and support system to resolve this matter.  If the customer wishes to file a ******************** complaint with the appropriate Mitsubishi company, they will need to file against Mitsubishi Electric located at ******************************************************* 30024.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Mini-Split for my home from *************************************, whose installation was faulty and whose repair attempts left the unit unserviceable and also voided the manufacturers warranty.I called Mitsubishi customer service and was told to contact another Mitsubishi dealer to have them service the unit. I then selected *********** Systems who, after attempting extensive repair work, reported my HVAC unit was trash.I then contracted with *********** Systems to replace the unit and made a money demand of ********** for the $6,600.00 their incompetence had cost me.********** disputed *********** Systems diagnosis, which I conveyed to *********** Systems who reported back to me multiple conversations they had with Mitsubishi and I was assured I would be compensated for my loss.I then proceeded with the installation of the new Mini-Split by *********** Systems.I waited a couple of weeks anticipating hearing from Mitsubishi regarding my compensation before reaching out to the only Mitsubishi contacts I knew of.After another week with no response I called Mitsubishi customer service and emailed the details to them.Again after no response I called Mitsubishi ************* ************** and spoke to KYAM who told me my complaint was under review and I could anticipate a response in 48 hours.That was 10 days ago.For TWO MONTHS Mitsubishi has been fully aware of the financial carnage ********** inflicted upon me and yet they have felt no need to express any concern whatsoever. On multiple levels within their company, Mitsubishi has gone out of its way to completely ignore me not a response of any kind from any Mitsubishi rep at any timeMitsubishis total evasiveness and complete avoidance of my situation is somewhat at odds with their web site credo which promotes OUR CORE VALUES We focus on quality innovation, agile responsiveness to our customers and building long term relationships. My comment not so much.

  Business response

  11/16/2021

  Dear BBB,
  I have already responded to this customer by Complaint #********.  This reply is still the same, this complaint is being sent to the wrong Mitsubishi company.

  This complaint is for an HVAC unit, but is directed to Mitsubishi Electric, Visual and Imaging Systems.  The complaint should be directed to Mitsubishi Electric Trane U.S. CUSTOMER CARE:  **************.
  

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Mini-Split for my home from *************************************, whose installation was faulty and whose repair attempts left the unit unserviceable and also voided the manufacturers warranty. I called Mitsubishi customer service and was told to contact another Mitsubishi dealer to have them service the unit. I then selected *********** Systems who, after attempting extensive repair work, reported my HVAC unit was trash. I then contracted with *********** Systems to replace the unit and made a money demand of ********** for the $6,600.00 their incompetence had cost me. ********** disputed *********** Systems diagnosis, which I conveyed to *********** Systems who reported back to me multiple conversations they had with Mitsubishi and I was assured I would be compensated for my loss. I then proceeded with the installation of the new Mini-Split by *********** Systems. I waited a couple of weeks anticipating hearing from Mitsubishi regarding my compensation before reaching out to the only Mitsubishi contacts I knew of. After another week with no response I called Mitsubishi customer service and emailed the details to them. Again after no response I called Mitsubishi ************* ************** and spoke to KYAM who told me my complaint was under review and I could anticipate a response in 48 hours. That was 10 days ago. For TWO MONTHS Mitsubishi has been fully aware of the financial carnage ********** inflicted upon me and yet they have felt no need to express any concern whatsoever. On multiple levels within their company, Mitsubishi has gone out of its way to completely ignore me not a response of any kind from any Mitsubishi rep at any time Mitsubishis total evasiveness and complete avoidance of my situation is somewhat at odds with their web site credo which promotes OUR CORE VALUES We focus on quality innovation, agile responsiveness to our customers and building long term relationships. My comment not so much

  Business response

  11/08/2021

  This complaint is for an HVAC unit, but is directed to Mitsubishi Electric, Visual and Imaging Systems.  The complaint should be directed to Mitsubishi Electric Trane U.S. CUSTOMER CARE:  **************.

*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. ↩