Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want a reimbursement please.I paid for this order to be overnight and they said theyve never got the payment when my bank had already authorized the he payment but here yet they hold it and didnt sent me anything, no tracking number, no confirmation number and no nothing till I called them so many times and emailed them until finally I texted them that I needed my money back thats when best houseware *** told me to send back the package in order for them to refund but they havent done it yet and theyre still ignoring me I need my money back please, help thank you

  

  Business response

  09/13/2024

  To whom it may concern,

  Regarding this customer's issue, we have always been actively responding. At the time, the customer mentioned they hadnt received the tracking number, so we updated the tracking information and provided it to them. The customer then disputed the transaction through ******, and after we updated the tracking number, ****** showed the transaction as "under review." Later, the customer returned the package, which we did receive, and we issued a refund in ******. You can check the screenshot, which shows that ****** has already processed the refund. Please refer to the transaction ID: *****************. As for the customer repeatedly saying they havent received the refund, we asked them to contact ******, because from our end, the refund has indeed been issued, and we cannot issue another one. The screenshot serves as proof. Thank you.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I BROUGHT ONE OF THEIR SPLIT ****S ON 9/6/23 IT STOPED WORK IN JULY 2024 I CONTACTED AUX O 7/11/24 THAT STARTED A BACK AND FORTH EMAILS THEY ASKED ME TO SEND THEM THE PRODUCT INFO THEY DID NOT GET BACK TO I HAD 2 REPAIR MEN COME LOOK AT THE **** THEY BOTH SAID THAT THE ***** WAS GONE I SENT EMAIL LETTING AUX KNOW THEN WANTED ME TO SEND A VIDEO SHOWING THE ***** CODE AND THE **** NOT WORKING I DID HAVE NOT HEARD ANYTHING BACK FRON THEM AS OF TODAY 8/19. THE MODEL NUMBER IS ASW-H12U3/JIR1DI-US PURCHASED AT ***** IN ****** DE ON 9/6/23

  

  Business response

  09/17/2024

  Hello,

  We are not able to give what the customer is requesting which is a refund or store credit since it pass the 90 days return window. We did try our best to help the customer but we cannot help if we don't have enough information and that is why we do the troubleshooting process before anything.

  Customer response

  09/23/2024

   I am rejecting this response because:
  
  What they are saying is not true I have two air conditioner repair men come in they followed the troubleshooting steps that I was given and the both said the same thing the motor was broken I passed that information on to the company in a email they then wanted me to send a video of the unit as it stops working I did that their response was the light is flashing on the unit I told them right so they could clearly is that the unit was broken after that I sent email asking what were they going to do as of today I have gotten no response I reached out to the company in June we have been going back in forth since the unit was under contract factory warranty until 9/6/24 that was the original date of purchase it they do not make this right I will be filing a small claims suit in the court to get this resolved 

  

  Business response

  09/23/2024

  We cannot help the customer if she continues to be difficult to work with and we have a process we have to follow and we cannot just jump to conclusions without any information.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AUX mini-split AC unit March 10, **************************** my sunroom April 23, 2024. There was a mechanical inspection performed and the unit failed. The inspector stated that the unit needs a locking cap on the refrigerant access port, a water-monitoring device on the indoor unit condensate pan and the installation of an inline check valve or p-trap to the drain line. I contacted this company July 11, 2024 to ask if there was a locking cap for the outdoor unit, as one did not come with the unit and if the other items listed by the inspector were mechanically necessary. I was asked to leave a message and on July 22, 2024, I received an email asking 'what is the issue with the unit?". I explained the above and was told, by email, "I will have to check with the warehouse workers" about the locking cap coming being packaged with the unit.When I asked about the items listed by the inspector, I was told 'that doesn't involve us'.Since that time, anytime I call I receive a recorded message that states "There is no answer. Please leave a message'. I called *****************-427-3298, ************.I was told by the inspector if I would receive a letter on company letter head indicating the above items are not necessary or will cause the unit to malfunction then the mechanical inspection will pass. No one will contact me regarding this matter via email or telephone. I last called August 5, 2024 from two different telephones.

  

  Business response

  08/06/2024

  We did speak to our warehouse employee and our supervisor, and they said that we don't have that kind of information that the customer was asking. They don't know why the inspector was asking that question when it doesn't really apply to us.

  Customer response

  08/07/2024

   I am rejecting this response because:
  
  The company has not offered to provide the locking cap for the refrigerant access.

  The company has not offered to provide, a letter on company letterhead, with return address and a signature stating: "The requests from the inspector are not mechanically necessary for the unit to operate".

   

  

  Business response

  08/07/2024

  The cap should of came with the unit.

  Customer response

  08/08/2024

   I am rejecting this response because:
  
  The unit did not come with a safety cap for the refrigerant access, and I shared this with the company when I called and in my email.
  The company needs to have this safety cap delivered to my home address, immediately, at no cost to me, that fits my exact make and model after admitting one should have come with the unit. This is a safety hazard. 
  

  AUX or its representatives also need to provide written documentation stating the safety valve and p trap are not needed for the unit to operate safely                  and if they are "not the ones to ask", as the manufacturer, they need to contact the person to ask and provide me with this information.

   

  

  Business response

  08/08/2024

  All of our units come with brass caps where the connections are at on the values of the outside unit, as those come straight from the manufacturer and we are not the manufacturer, we are just the vendor to ********** and Lowes. The customer would have to send us pictures of what safety cap she is referring to.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/1/24 I ordered a AUX Air conditioning unit through ********** Customer Order# ********** Purchase order#******** Model #ASW-H12U3/JIR1D1-US-A. I had the unit installed by a professional AC company in June and the unit ran for approx. 5 days and a error code of F1 showed on the unit. I contacted the company and they came back out and conducted trouble shooting the issue and determined that the control board was bad. I been in contact with this company since June 19th with no luck in resolving the issue. I have sent them various photos showing the work and they keep wanting more photos when i have provided them all the documentation to replace the control board. They want me to open the unit and take photos of the board to ensure it wasn't hooked up to the wrong power source and I would be required to put another service call as I'm not a AC technician just to get them a photo. After several unsuccessful attempts to get a replacement part under the factory warranty it has became pretty apparent that they are not interested in honoring the warranty but willing to sell me the part to repair my unit that has worked a total of 5 days. All I ask for was the part to give my AC company so they can install it and work as described. I wasn't even interested in reimbursement for the repair just getting the part under the factory warranty that was diagnosed by a professional licensed AC company. It has been over a month now with no end in sight with this company. All I ask is this company honor there warranty and send me the replacement part so I can get relief from this heat. Able to provide photos and correspondence with AUX upon request.

  

  Business response

  07/11/2024

  we add went over this complaint; we understand how frustrating this situation could be for the customer, while communicating with ***** we had asked for pictures of the board so we can see the capacitors, and the customer just sent pictures of the other side of the board, we want to help the customer since we are honoring the warranty, although warranties have a procedure that needs to be followed, otherwise we are left with no information that our company requires to finalize the dispute. 

  Customer response

  07/16/2024

   I am rejecting this response because:
  I have hired a license ** company to install and start up the new *** system. Like previously stated the unit only ran 5 days and quit. This system WAS NOT installed by a DIY like i stated. *** wanted me to disassemble the unit to take pictures which I'm not comfortable with or qualified to do. *** is not willing to accept the diagnostics of a ** company with over 30 years of experience nor would they answer my question to have a warranty service company come out and look at this unit. ** company used the *** repair manual the recommended for F1 code and I even sent *** a video with the lights showing on the LED1,2 &3 leads that the mother board was not communicating. *** clearly DONT stand behind their product and continued to give me a run around on the warranty of there unit. After reading prior complaints and reviews online it became pretty apparent that these units are not reliable and various people have had same issues(F1) as me and filed complaints. Thankfully ********** is a stand up company and refunded my money after I explained all the grief received by this company. The ** company I hired to install and diagnose *** unit removed the defective *** unit and installed a new unit and no issues with the new install. I WOULD DEFINETLY NOT RECOMMEND THIS COMPANY TO FUTURE CUSTOMERS.
  
  

  

  Business response

  07/16/2024

  The outdoor mainboard is under the exclusions in our warranty policy because Damage and/or failure caused by power surge, interruptions of electrical power, faulty power supply, unauthorized alteration, improper wiring or installation or fluctuations in electrical power. So therefore, we cannot replace the outdoor mainboard under warranty as it is apart the exclusions in our policy. The customer would have to purchase a new mainboard. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this unit and it never worked properly. So, I contacted the manufacturer and they gave me a bunch of things to walk through and I did and none of it worked. Then I called my ac man and he came out and called them and he did the same stuff and sent pictures. I have had to pay for services several times . Then they said they would send a whole new until. I received the package which I thought was both pieces and waited for my Licenced ac repairman to be available to install it. When he did it wouldn't work properly. It would come on then run a minute and turn off. This is when we discovered they only sent the outside replacement unit and not the inside unit. This is ludicrous. So again I email them. 4 days go by and not answer. So I call. Then they email me so more to do and then give not solution. I have had to buy an AC and heat unit separately to keep my daughter and grandson in the correct temperature. I just want my money back for the product and for what I have put out in labor. I haven't even asked for anything for all my time in calls and emails and stress. I do have all the email and phone records from them and Lowes because I actually had to get Lowes involved to get them to respond at first.

  

  Business response

  07/16/2024

  To whom it may concern,

  
  Firstly, thank you for reaching out to us regarding this case. I have reviewed our previous email correspondence. Based on our prior communications, we have never committed to sending a new complete unit to the customer. According to her statement about the inability to cool, our communication with her has always referred to the outdoor unit. Attached are our emails with her at that time, with key information highlighted. It can be seen that we agreed to send a new outdoor unit. However, it is the first time we are hearing that she needs an indoor unit. According to our warranty policy, we do not provide a replacement for the entire unit. The reason we agreed to send her a new outdoor unit was to better address her issue as a goodwill gesture. Normally, we only provide replacement parts. Here is the link to our warranty policy: AUXUSA Limited Warranty.
  We fully understand that customers want their issues resolved, so we proactively sent out a new outdoor unit, which the customer had no objection to at the time. However, now the customer is requesting an indoor unit, which goes far beyond our warranty policy. Whether the air conditioning unit works properly is also significantly related to the installation and the technician's professionalism. Based on the current situation, we have already provided solutions that even exceed our warranty policy, but it is difficult for us to provide new complete units beyond the policy. This would also be unfair to other consumers. We will contact the customer to explain our warranty policy and the services we have already provided, hoping to reach a more reasonable solution.
  We hope your organization can investigate based on our description and the attached emails and provide a fair judgment. Thank you very much!
  
  

  
  

  Customer response

  07/17/2024

   I am rejecting this response because:
  
  I have been asking them to refund this for a year or to replace the whole unit. I didn't to specify it was just the outside unit. I thought it was the whole unit sine we didn't know what the issue was. Also how can they blame the technician for the install. They have not done anything to know that. He has installed so many of these. Frankly he made the option that I should have been very concerned when they don't have a line to call 24/7 for these issues they are only available Monday thru Friday. And only until 5. They I sent them pictures. He also workd for one of the largest AC companies. So they cant blame him and his experiences proceeds there equipment. It is their equipment. So their good faith is not true. They changes there name from *** to AUX for a reason. So they can make this right or I will make sure to post it everywhere to make sure everyone knows how they work

  

  Business response

  07/17/2024

  We cannot do any refunds on units that we not purchased through us and we cannot just give the customer a whole new unit, we have done the best we can with the troubleshooting process.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a unit from this company, the unit needs repairs. Company will not offer any advice or offer any type of service or assistance. Furthermore, their customer support took over 2 weeks to answer an email, then offered advice to a different issue than reported

  

  Business response

  11/29/2023

  To whom it may concern, this customer sent the email to an old email address that is checked a couple of times a week, as our email address has been changed to the ********************************** for a long time. Once we found his email, we replied to him immediately. However, when we provided troubleshooting guide to the P3 code, we gave him the troubleshooting guide to the P5 code, which was our oversight. We corrected it with the right troubleshooting guide to the P3 code in the next email.
  
  
  The unit he purchased has already passed our 1-year warranty on parts. It is not refundable now; in addition, we have no payment system from the store this customer purchased from. Any refund requests have to be requested at the store of purchase as we are only a vendor to the stores. 

  Overall, we have been communicating with the customer, and have also offered assistance. Whatsoever, we are not authorized to give refunds at the vending warehouses, as we are also not a manufacturer of this product. 

   

  Customer response

  11/30/2023

   I am rejecting this response because:
  
  They offered no solution or repair instructions / troubleshooting guide. If they would send a replacement system in exchange for the defective system I would be satisfied. 

  

  Business response

  12/01/2023

  To whom it may concern,

  We have been assisting as best as possible our customer *********************, we have communicated in depth what our warranty covers as we are a vendor to the store where he purchased our product at. His request unfortunately cannot be fulfilled on our end due to the fact he has an issue with his mini split that is non-defective. It requires an HVAC licensed technician to repair what error code he has. The error code is defined as a refrigerant issue and not a defect. I am attaching the troubleshooting guide and also proof we have been speaking to him through emails. I have also attached the exclusions clause where you can view the highlighted areas of what we the warranty does not cover.

  Overall, we will try our best to assist each & every customer. 

  Thank you.

   

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have tried to contact this company via all three different numbers given to us by support and emailed over 20 times. We purchased our unit from Loves in October. They mini split came in two separate boxes three weeks apart. One box damaged. The outdoor unit is dented. We don't care about that but it was missing the condenser fan motor cover so the unit is vibrating severely and unstable. Our Licensed Electrician cannot install the unit this way. We have sent photos to support and given them our electrician's information. Their phone is never answered just a recording and then a busy signal. I have received one reply via email from support but never replied after I sent the information. All I want is the cover so I can use my $800+ unit. I went all winter without heat in my bedroom and now no cool air in the summer. I just need that one small part and cannot get a response. Regards, ***** ******. Email: ************@yahoo.com Home phone: ###-###-#### Work phone: ###-###-####

  

  Business response

  08/04/2023

  Dear customer, 

  We have stated what our warranty policy covers, and what does not. Also, we have communicated through our business emails. We have responded to you adequately. 

  Customer response

  08/04/2023

   I am rejecting this response because:
  
  The part was never included in the box to begin with so a warranty does not apply. I have stated repeatedly to support that the part was not received. I also learned from our electrician yesterday that this motor was used when it was shipped to us. Someone else had to have returned it and they sold it to us. I have sent pictures to AUX. I understand warranties but it was never included in the box so the warranty is not a valid response.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Part was not shipped until the 14 of July I received broken 10 days from purchase. I tried to contact AUX when package arrived. AUX would not answer the phone. I also emailed several times.With no contact I put a dispute with Paypal .I placed a 2nd order for the part. AUX when seeing the dispute canceled both oders and did not tell me. So for over 14 day in near 100 degree heat I have no Air Conditioning..Do not purchase any with the AUX brand name on it . It is cheap flimsy trash. I did recieve a refund. Payment sent to BEST HOUSEWARE INC July 10, 2023 at 2:02:52 PM PDTTransaction ID: 92C478376D406430W Payment Status: REFUNDED Payment Type: Checkout Gross amount -$82.20 USD Product Model Quantity Price Total AUX 24000BTU Mini Split Air Conditioner indoor Blower Wheel - Blue ASW-H24R2/SAR1DI-US 1 $65.00 $65.00 Sub-Total: $65.00 Flat Shipping Rate: $12.00 tax: $5.20 Total: $82.20

  

  Business response

  07/24/2023

  Good afternoon *****,

  We apologize for the inconvenience. Please reach out to our customer support e-mail for further assistance in this case. *******@auxusa.com 

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 8/2/22 Transaction# ******** Purchased at Lowe's Home Centers, LLC in Austin, Texas Purchased an AUX 12K BTU Mini Split AC for $730. Also purchased a 3-year protection plan valued at $500-$799.99 for $129.97 I also paid $787 to have a third-party install the unit. The unit comes with one year warranty. Lowe's protection plan department has told me they can't do anything about my protection plan until the one year warranty is done. My AC unit stopped working in April 2023 and I have been trying to resolve this through Lowes AND through AUX. Aux has told me I would have to find your own technician to assist you because they do not cover any outside expenses such as technician charges or freon charges. They also came up with that assessment via email and did not inspect the unit. I expect them to fix it as the unit stopped working after six months of installation or they'll need to return the $1,517 I've paid and Lowes the $129.97 I paid for the protection plan.

  

  Business response

  07/13/2023

  Good afternoon,
  Ivan, my team has communicated with you, and we have not heard back from you. We do not have anything to do with the third-party warranty you purchased at Lowe's. You requested for a technician to go out and inspect your unit, which our company does not provide. We also explained our warranty process and how we cannot reimburse you for any outside expenses. Please reach out to us so we can troubleshoot your unit, and we have also described to what can be done for your unit to be properly functioning again. 

  I have attached a copy of our warranty for your records.

  Best Regards,

  AUX TEAM 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Aux mini split from Target on may 5 2021. The condenser has failed and I have been trying to get a hold of AUX for months to get AUX to satisfy the 5 year warranty on condenser that was offered when purchased, and send me a new condenser or have it replaced. No one has answered the phone at their telephone numbers. AUXUSA **** W *** St Upland, CA ***** Hotline 1-***-6AUXUSA ###-###-#### Telephone ###-###-#### I also emailed them on their site and took a screenshot of the message sent and havent received any communication. I have been told that it will most likely be a hassle to get an a/c tech here also that works for them. I feel like AUX should just send a new unit. I have a letter from an ac company that the condenser is toast.

  

  Business response

  07/13/2023

  Good afternoon *****,

  There is indeed a 5-year warranty on the compressor part only of the outdoor unit. 

  However, in order for our warehouse to inspect the unit you'd have to send it in to us for inspection so we can determine what is the issue. 

  We only offer replacements when the unit defective from the manufacturer.

  Please reach out to *******@auxusa.com.

  Thank you. 

  Customer response

  07/13/2023

   I am rejecting this response because:
  They didnt even provide where to ship. They dont answer the phone or emails. The warranty on the product is: Compressor-For a period of FIVE (5) YEARS beginning on the date of this limited warranty applied. AUX USA Company will supply, at its option, either new, like kind or rebuilt replacement compressor(s).
  

   

  
  

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