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:08/11/2024

  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 have had nothing but issues with the pioneer mini split.Unit was purchased on 10/25/2021 and installed on 12/8/2021 I had it professionally installed so I didn't have any issues with warranty claims even though the unit was a DIY unit. It was registered promptly and has had to have several warranty claims that have been covered due to a leaking inside unit that was replaced, 2 control boards that was replaced, 3 external fan motors that was replaced. I have not once asked the company to pay any of the repair bills that I have received from our local repair company, which far exceeds the cost of the unit itself. The latest issue is the compressor, it has gone out and I have filed a warranty claim and the repair person called them while onsite to troubleshoot and both the person from Parker Davis and the technician deemed the compressor had failed. The Unit is covered under a 5 year warranty and now the is no communication, no responses to emails. The last response to warranty claim was on 7/26/2024. This is only after repeated calls and emails. The last phone call I got answers to was only to be informed that my original warranty claim had been closed out and a new one was opened. The last email i received was offering me a 50% discount and I would have had to pay for shipping. If I was to do this deal it would put me having of 3k in a $925 unit that is still covered under warranty. I only want one of 2 outcomes, either a full refund on my purchase price on my invoice or to be warrantied and upgraded to the next model up for my time a frustrations. The lack of customer service is beyond non-existent. Hopefully this will have some resolution in the end.

  Business Response

  Date: 08/12/2024

  ****************,

  We are not a member of the BBB and we do not communicate through BBB. We will not answer any inquiries through BBB or any other public forum. This will be the final and only reply you will receive through this medium for this inquiry.

  If you need assistance, strictly based on the conditions outlined in detail in our generous warranty policy, you may proceed to contact our customer success manager at the following email address and their department will handle your inquiry promptly and professionally. Their direct email is ***************

  Products we sell require PROPER INSTALLATION and product registration. Any component that fails due to deficiencies in quality or workmanship will be made available for you for replacement under terms and conditions of the warranty, free of charge, during the covered warranty period. We are not responsible for installation errors, labor, refrigerant or any consequential claims.

  Have a great day.

   

   

   

   

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22125467
  
  I am rejecting this response because:

  You as a company need to honor your warranty. I have contacted your company multiple times by phone and by email and now your requesting that I contact you at another email address.

  Emails and messages have been ignore for almost a month. The last email I sent on the 26th of July still has not been answered or even opened as I sent as return receipt. This lets me know that you received and opened the email, which you have not done. 

  So I am suppose to respond to *************** in order to do what exactly. The unit has failed, this statement is from your tech that my tech spoke to over the phone on the 10th of July. 

  If the unit has failed then a replacement unit need to be sent out to replace my unit or a refund needs to be issued so I can purchase another unit else where. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2024

  AS STATED YOU CAN WRITE ALL YOU WANT HERE AND YOU WILL RECEIVE NO ANSWERS FROM US THROUGH ANY PUBLIC FORUM. THAT IF FINAL AND NOT NEGOTIABLE.

  CONTACT DIRECTLY TO *************** THAT IS THE ***** ADDRESSOF THE CUSTOMER SERVICE MANAGER. THEY WILL DO THEIR BEST TO HELP YOU IF THERE IS ANYTHING TO HELP BASED ON THEIR DETERMINATION OF THE LEGITIMACY OF YOUR CLAIM. IF YOU WANT TO GET REAL SUPPORT, THAT IS THE ONLY OPTION AVAILABLE.

• Initial Complaint

  Date:07/24/2024

  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 two ductless AC Unit Pioneer ********** BTU) units on or about January of 2023 from *********** I called pioneer customer service July ******* to find out how to register these units that were installed. I was told by the customer service representative that I had 90 days to register the units. The additional warranty that came with the units are voided. I explain I have the bill of sale and the installer certification. That still wasn't good enough to register the units.

  Business Response

  Date: 07/24/2024

  Please note, we are not a member of BBB and we do not communicate through BBB with clients. This answer was provided to you as one single exception and NO FURTHER REPLIES will be entered by us in this chain from now onward. This is the only reply you will receive through here. However, our direct corporate communications channels are always open and should you chose to ask for assistance, email our customer service manager ***************. Stay well and goodbye until we hear from you through our proper communications channels.

• Initial Complaint

  Date:07/23/2024

  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 bought a Pioneer Mini-split heat pump manufactured and warranteed by Parker Davis HVAC international, from *********** in November of 2023. It cost $1000.The installation was completed by an **** contractor at a cost of $400 in January of 2024.Over the next two months the unit was working less efficiently, and by April it was apparent that it was leaking refrigerant. The **** contractor returned, tightened the lineset connections (the portion of the refrigerant circuit that they installed) and added refrigerant. I paid another $400 for that service.Weeks later, the unit stopped working, and I had a 2nd **** contractor come to inspect. Again, all the refrigerant had leaked out, but they could find no issues with the installed lines and suggested another freon charge. They did, and the unit was working when they left.That was two weeks ago, and it's now obvious that freon is still leaking, and that the problem is somewhere inside the manufactured unit, in the condenser or evaporator. I called Parker Davis to exercise the warranty, expecting they would ship me a new unit and apologize for the inconvenience and added expense.That's not what they did. Instead, they explained to me that my unit was still under warranty but it covers only parts, not labor, and it's my responsibility to dismantle their product, determine where the leak is, order the correct part, reassemble the unit, and recharge with freon. The **** contractor say the labor for this for work plus the third freon charge will cost over $1000, and that - from a cost perspective- it's wiser to just junk the unit and buy a new one.Parker Davis did not disagree with that conclusion and simply restated that thier policy is to cover parts only, and they will not ship me a new unit.Bottom line: I paid $1000 for a defective product, and the manufacturer's policy is that I should junk it and buy another one.This seems like it should be illegal.Help!- *************************

  Business Response

  Date: 07/24/2024

  Leaks are the result of installer errors. Products are checked, packed, and arrive leak free, with pressurized refrigerant inside. Installer must take the responsibility for the installation error and FIND AND SEAL the leak, "before" re-charging the system. Recharging a system known to have a leak is not only unethical but also illegal. So please take this issue up with your installer as this needs to be covered under installer's labor warranty. Secondly, if an installer can not locate the leak, then he is not qualified. All professionals have sensitive detection tools to properly detect and locate even smallest of all leaks. Yours is definitely not one of those.

  Warranty covers replacement parts. If a part fails, we send you a replacement part free of charge. Every unit is packed with the warranty documents and you agree to the terms and limitations of the warranty as stated by accepting and installing the product. Demanding from manufacturer over and above the already generously covered warranty services is not the proper solution.

  If your installer was in fact qualified with proper tools to locate and seal the leaking connector, we could still assist you by sending an injectable leak sealer which could seal many small leaks. If your installer was in fact qualified with proper tools to locate the leak and it is determined to be due to a internal component failure, we could also send you a replacement component under warranty. But since your installer is not qualified to assist you, we can not help cover their deficiencies, for which we bear no responsibility.

  Finally, please note, we are not a member of BBB and we do not communicate through BBB with clients. This answer was provided to you as one single exception and NO FURTHER REPLIES will be entered by us in this chain from now onward. This is the only reply you will receive through here. However, our direct corporate communications channels are always open and should you chose to ask for assistance as stated before, for us to send you a leak sealer to help you get back running, to recover from a deficiency caused, yet not properly attended by your third party installer. You may contact us with your desire to take advantage of this offer, by contacting parts and warranty department **************** We can also check to see if we have in our database, someone local with professional tools and training, whom you can hire to correct your original installer's deficiencies. Stay well and goodbye until we hear from you through our proper communications channels.

   

• Initial Complaint

  Date:06/12/2024

  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 ordered a mini split unit directly from Pioneer's website. It is brand new. I installed the unit about a month ago (April-May of 2024). I didn't get to test it until recently when it got warmer on 6/10/2024. The A/C is not cooling down. The compressor doesn't sound right. I spoke to customer support, and they are telling me that their warranty doesn't cover labor and that I need to hire a technician at my cost. I explained that the unit is brand new and defective out of the box, so there is no reason for me to pay out of pocket. The customer support disrespected me on the phone and hung up without solving the issue. I need an exchange of the unit or a full refund.

  Business Response

  Date: 06/13/2024

  Read your warranty documents which explain all of your rights.

  In addition we are not a member of BBB and we do not communicate through BBB and we cannot assist in in any way as long as you choose to go through BBB. This will be your final message.

• Initial Complaint

  Date:05/07/2024

  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.

  Hello, I placed an order (PMS127906) on 4/01/24. The order was delivered at my residence around 4/4/24. After receiving the order, I determined some of the order wasnt what I needed so I requested a return on 4/10/24 case # C10288. I received the return labels and shipped the items back on 4/12/24. The items were delivered back to destination on 4/17/24. Their return policy stated that it could take up to 10 business days to process and receive the refund. On 5/1/24, I called their customer service to inform them I still havent received a refund or any other communication. I was told they were moving from their warehouse and they were behind. She said it was processed that day and I should receive it within 3 business days. At this time, I still havent received the refund. This business has been unprofessional the entire time. I have sent several emails for product questions and for the refund process. They wont respond to emails and this refund process is excessively frustrating.

  Business Response

  Date: 05/08/2024

  We have previously advised this case is CLOSED. We will no longer answer any additional inquiries. Sufficient information had been already provided to defend this frivolous claim and all claims are being rejected. This is our Final Answer, Case Closed. No further communication will be provided.

  Business Response

  Date: 05/08/2024

  PLEASE REMOVE OUR RECENT ANSWER TO THIS CLAIM. WE RESPONDED TO THE WRONG CLAIM AND USED WRONG REFERENCE. WE WILL REFUND THE CLAIM THIS WEEK AS THE RETURNED GOODS DID NOT ARRIVE TO BE PROCESSED AND THEY WILL BE.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21679810
  
  I am rejecting this response because:

  They stated they did not receive the merchandise for processing. I may have misinterpreted that statement but tracking order numbers verify they did receive it on 4/17/24. I got an email saying a refund had been issued but I am still awaiting verification to my credit card. Once the refund is validated, I will be content and we can close this matter  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/20/2024

  ****** has been refunded since May 10,  2024 see attachments

  Customer Answer

  Date: 05/21/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/01/2024

  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.

  May 1, 2024 On January 27, 2024 I purchased 4 Pioneer Low-Ambient Mini Split Model #WYT012GLFI19RL from *************** I have attached the invoice along with the copy of the Serial Number.On April 28, 2024 one of the units failed to turn on. When the installer was called out, I was told that the unit was defective. I immediately had them take it down to take back to The **********. I spoke with the manager at the **********. I was told that they could replace the unit but they wouldn't be able to pay for the installation. The manager told me to contact Pioneer directly. I've paid to have all four installed back in January. I am not about to pay out of my pocket installation again because Pioneer's unit was defective. When I contacted Pioneer (Parker Davis HVAC International) I was told that the company will not pay for installation on a defective unit. When I asked to speak with the supervisor, the person I spoke with told me that the higher *** emailed me. When I told him I never received an email, he was adamant that someone had responded to my email. When I asked him which email was it sent to, he put me on hold and came back and told me that the supervisor never sent it. It makes me believe that I was lied to. He just wanted me off the phone. When I asked to speak with that supervisor he told me absolutely no. He gave me an email so send my questions to if I wanted to speak to this supervisor( which I did). I told him that I do want the "email" that was going to be sent to me. I have yet to speak to or have any email contact with that supervisor.I can be reached at ************.Thank you.************************* *********************

  Business Response

  Date: 05/02/2024

  ************* had purchased a brand new equipment from the *********** It was installed improperly and the installer did not tighten the line set connectors properly and system lost its refrigerant. ************** has been already provided with a brand new replacement system. We are manufacturers and not installers. We do not provide installation service. Equipment has already been replaced as a customer courtesy, even though the issue was caused due to improper installation. ************** claims labor allowance to install the new replacement equipment provided. We as the manufacturers did not provide the original installation service. It was installed by someone that is not in our approved / recommended installers list.  The mistakes made by the unknown installer falls under the labor warranty that installer provides and it should be covered by the installer. Our warranty covers the equipment only and not the installation services. THIS LABOR REIMBURSEMENT CLAIM IS AN ILLEGITIMATE CLAIM AND THEREFORE IT WILL NOT BE ACCEPTED.

  Business Response

  Date: 05/02/2024

  Limited warranty form attached clearly states we do not provide installation service and we do not cover labor or other incidental or consequential claims. This product also was never installed through an authorized installer OR the warranty has never been registered as required. Therefore the product is not covered under any warranties, however as a courtesy, our company has provided the buyer with a brand new replacement system. There is nothong more we can and will do on this matter, and there will be no more answers to any further claims or communications received from this claimant. This case is already closed in our records.

  Customer Answer

  Date: 05/04/2024

  I have not received a replacement.  So their claim is false.

  Customer Answer

  Date: 05/08/2024

  Date Sent: 5/4/2024 6:52:16 PM
  I have not received a replacement.  So their claim is false.

  Business Response

  Date: 05/08/2024

  WE ALREADY SAID THE PRODUCT HAS BEEN REPLACED BY THE ********** WHERE IT WAS PURCHASED FROM. BUYER DID NOT BUY THIS PRODUCT DIRECTLY FROM **. WE ARE NOT THE SELLERS. THEY BOUGHT THE PRODUCT FROM THE **********. THE G********** ALREADY REPLACED THE SYSTEM WHICH DID NOT PERFORM PROPERLY BECAUSE OF FAULTY INSTALLATION PERFORMED BY AN UNAPPROVED INSTALLER. YET THE PRODUCT WAS STILL REPLACED ANYWAY FREE OF CHARGE.

  WE ALSO SAID VEY CLEARLY WE WILL NOT RESPOND TO ANY FURTHER MESSAGES ON THIS CASE. THIS IS OUR FINAL ANSWER. ANY ADDITIONAL CONTACTS WILL NPOT BE ANSWERED. CASE IS PERMANENTLY CLOSED IN OUR RECORDS.

• Initial Complaint

  Date:01/17/2024

  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.

  On Jun 28, 2021, I had a Pioneer Mini-Split AC/Heat pump installed at my residence. When registered (warranty registration number (W7241), this unit was sold to me with a 5-year warranty that states: "The warranty covers the parts of the Products, which may become defective due to the quality of the materials or workmanship, under normal use and proper maintenance.". At the end of November 2023, the unit ceased to heat. I contacted an AC service repair company that evaluated the unit and stated that there was a pinhole leak in the evaporator coil. I contacted the company and requested a warranty replacement of the defective part on 12/1/2023. They offered me a reduced price ($200) for an entirely new interior unit, which would ship immediately, or a free replacement evaporator coil that would "take 2 weeks to ship". I requested the evaporator coil on 12/5/2023 and heard no response, so after another email asking if they had an estimated ship date, they responded on 12/5/2023 asking if I would like an invoice for the complete unit. I clarified that, again, I just wanted to get the free replacement evaporator coil, and I heard no response. After a week (12/11/2023) I again asked if they could give me a shipment estimate, which they replied stating, "the coil would take about another week to ship out." When I received no update nor any part for a couple of weeks, I emailed on 12/28/2023 to ask if the unit had shipped and received no response. I again emailed on 1/3/2024 requesting they ship this unit but received no response. I sent a final email on 1/9/2024 asking for them to ship the unit, and I am still waiting for a response. I have had to cancel a scheduled repair and have gone without a functioning unit for over 2 months. At this point, I believe they should send me the entire interior unit for free.

  Business Response

  Date: 01/18/2024

  Hello *******,

  My name is ******* and I have called you several times to ************ to coordinate the shipment of the indoor unit. Please give me a call back at ************.

  Kind regards,

  *******

  Business Response

  Date: 01/19/2024

  The replacement unit has been shipped via ***** with tracking number ************ and estimated delivery date of 1/23/2024.

• Initial Complaint

  Date:01/03/2024

  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.

  Date of transaction was July 23, 2022. This was for a four zone mini-split system.System installation was put into service on July 6, 2023.Problem with product was determined on December 13, 2023 and HVAC company, I was using, was told "unit is not that old and warranty replacement part would be shipped with estimated delivery date 5 business days". I heard this because conversation was on speaker.Contacted company on December 27, 2023 because part not delivered and told it would ship, express, that day and given tracking number.It is now January 3, **** and based on tracking number given all that happened was a tracking number label was created on December 27, 2023 but nothing has shipped.After the December 13, 2023 date I contacted Pioneer about warranty and was told I did not register the product withing the 3 month from purchase date, or 14 days after HVAC company placed unit into service, policy that they have.Based on the *** guidelines a product does not have to be registered to maintain the warranty that comes with said product.I keep contacting company regarding warranty part and get nowhere and till now have not received a call backs.

  Customer Answer

  Date: 01/03/2024

  The company Pioneer, owned by Parker Davis, has a company policy that product must be registered within three months from purchase.  This goes against the *** guidelines that products don't have to be registered to receive full warranty that comes with the product.  They did agree to send out repair parts through warranty, see attachment, but I think are now trying to sidestep there promise.

  Thank you for your help and service.

  *****************************
  

  Business Response

  Date: 01/18/2024

  Hello ******,

  My apologies on the delay and confusion with the warranty parts. I see the shipment was delivered to you on January 11th and shipped under a different tracking number than what was originally provided to you. I also would like to apologize for not properly communicating the estimated time before the part would be ready. 

  I will attempt to reach you via phone at a later time today, since you are on Pacific Time and I am on Eastern Time. But in case if I am not able to reach you my direct line is ************ and my email is ********************** Please feel free to reach out to me with any issues, questions or concerns you may have.

  Kind regards,

  *********************************

  Business Response

  Date: 01/19/2024

  Warranty parts were shipped and delivered on 1/11/2024 and the remaining parts were shipped on 1/18/2024 Next Day but are experiencing a delay due to weather.

  Customer Answer

  Date: 01/24/2024

   
  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 although the time I have spent waiting for parts has way exceeded the time I was told.  Poor customer service.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/05/2023

  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.

  This company advertises a 25 installation kit. I purchased this kit to install the air condition system. The kit comes with a 10 drain hose. They are advertising as a 25 kit and sending a 10 hose. This is false/deceptive/misleading advertising. They refused to acknowledge and ammend this claiming that it says there is a 10 hose in the fine print. You can see clearly that the way it is advertised there is no indication of such an absurd slight of sending a 10 hose in a 25 installation kit. And so, I am seeking the help of the BBB to rectify theyre deceitful marketing. I am seeking a refund for the installation kit and demanding that they make it clear that the 25 installation kit isnt truly a 25 installation kit.

  Business Response

  Date: 12/06/2023

  Hello ********,

  I tried reaching you via telephone, unfortunately to no avail. We apologize for the misunderstanding with the piping kit and the drain hose. The 25 foot line set is the copper pipes along with the insulation. the drain hose is not as long since it does not need to be connected to the unit and is simply needed to drain the condensation from the indoor unit. 

  However, we do sell drain hose extensions that we can send to you free of charge to complete the 25 feet to match the length of the copper pipes.

  Kind regards,

  *******

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20959958
  
  I am rejecting this response because:

  After delivery on Dec 1 I discovered that I did not receive a 25 hose w my 25 installation kit. Upon inital contact the company defended their decision to send a 10 hose in the ******************************* that I needed to purchase extra lengths from their site if I wanted 25. On Dec 2 I ordered a proper 26 drain hose on Amazon, therefore, as I originally stated, I am demanding a refund for the difference in price from a 10 installation kit to a 25 installation kit which is roughly $100. I did not receive a ******************************************************************* construction as well as the hassle and expense of ordering a drain hose that I already paid for and rightfully should have received with my 25 installation kit. They should not label the kit as a 25 installation kit if they are going to send a 10 hose, period. This is deceptive and false advertising, regardless of the fine print, which isnt even visible on their mobile site where I ordered from. Their explanation of a 25 hose not being necessary is absurd. Do they expect us to run the hose halfway down a 2 story house and just let it run down the wall the rest of the way? Everything about this situation is fraudulant. Literally labeling it a 25 installation kit and then sending a 10 hose. And then trying to gaslight people into believing that it makes sense somehow?

  I demand a refund and this company needs to either properly title their kits or actually send the advertised length of hose. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/11/2023

  Hello ********,

  I understand your frustration with the situation. Contrary to your claims, our website does state the drain hose included is 10 feet (see attached screenshot). A thorough read of the description would have uncovered the full description of the items enclosed. I do apologize that our initial response was to guide you back to our website to purchase the extension, when we could of provided it to you as a courtesy. Unfortunately the drain hose extension is not worth $100 as you claim. A quick search on Amazon (see screenshot attached) has shown the 26 foot drain hose extension you purchased has a cost of $14.99, out of good faith I will offer to reimburse you for the cost of the additional drain hose purchased.

  kind regards,

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20959958
  
  I am rejecting this response because:
  
  Im glad you understand my frustration. Here are two photos of the drywall we had to wait a week to finish because of your deceptive advertising. 
  On the mobile site it is not visible, I already provided two photos of what is clearly shown. If its advertised as a 25 kit it should be a 25 kit, period. I shouldnt have to read through the fine print of a product Im buying to make sure the company isnt lying in the description. Also, splicing three sections of drain line together inside a finished wall is a terrible suggestion.
  I cant understand how a company making a $3000 sale would blatantly rip off the customer and cause this much hassle over a $15 hose. 
  I bought a 25 drain hose that I didnt receive. I had to stop my installation and unnecessarily contact your company several times to no avail. I had to buy another 26 hose from Amazon(this one was actually 26 as advertised, imagine that). I was inconvenienced by having to wait a week to finish the installation because of your deceptive advertising. 
  Offering me $15 in good faith is insulting. If your company needs money that badly then you better keep it. At least change your product description so the next unfortunate builder that buys your deceptive **************************************** better yet stop false advertising and send the corresponding length hose with the kit.  
  
  
  ***************************

• Initial Complaint

  Date:11/03/2023

  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.

  I purchased a mini split unit from HighSeer in February of 2022. I have had continual problems with the system. The condenser has now had to be replaced twice. I have had to incurr the costs to have the system diagnosed and installation of the replacement parts twice. My unit stopped working, so I call an HVAC technician to help diagnose the issue. The technician identified the leak in the coils in the head unit. I called HighSeer to exchange the unit. I was told the head unit wad not registered with them, which is not the case. I registered my system the first time I had to have the condenser replaced. Instead of replacing the unit, they tried to sell me a new unit at a reduced costs. I said the system comes with a 5 year warranty and e pect them to honor this.The entire system has had issues from the start. At this point there are several outcomes I am asking for.1. Replace the defective head unit as part of the warranty. Provide freon to recharge the system. Pay for the third service cost to have the unit reinstalled. The costs is $350.2. Refund me for the cost of the entire unit and the money I have paid up to this point for the diagnosis and service I have paid. This would be the $842 I paid for the system plus the $900 I have spent for technicians up to this point.Either option is fine, but I will not pay for another head unit, when this one is under warranty. This company is the manufacturer and seller of the units. There are no third party sellers. The order number is HSR53433. The ticket number for this recent inquiry is C7113.

  Business Response

  Date: 11/06/2023

  Replacement indoor unit will be shipped out today (11/06/2023) By UPS: Tracking Number
  1ZA32R660390474123

   

   

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20823325
  
  I am rejecting this response because:
  1. The solution does not address the question if the appropriate amount of freon is going to supplied.

  2. Acknowledgement that the unit sold to me in the beginning was defective considering both units have had leaks in the coolant line, and I should not be responsible for all the labor costs I have incurred to fix the issues. I feel at minimum the cost of this most recent repair needs to be covered by the manufacturer, the unit sold to me is a lemon.

  3. Acknowledgement of the absolutely terrible customer service support i have recieved and a plan to ensure better support until my issue is resolved. 

  Sincerely,
  
  *******************

  Business Response

  Date: 11/09/2023

  we also shipped refrigerant under tracking number UPS 1ZA32R660397237868

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20823325
  
  I am rejecting this response because:

  While I appreciate the effort to rectify my issue, only 28oz of freon were sent. As the company is fully aware of the specifications of their HVAC units, this is not nearly enough to fully charge an empty system.  This is another example of the company not taking this issue seriously and just trying to placate the customer. 

  I want enough freon to fully charge the system. 

  i also want the expense of having the head unit replaced, considering this is now the third time I have needed to replace part of the system. That cost is $350. I will be more than happy to provide a copy of the estimate.

  I am available for the company to actually connect with me directly as opposed to just communicating through the BBB portal. It might go a long way to actual engage the customer properly.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/16/2023

  We do apologize for the mistake,  we know exactly how much refrigerant your unit require,  you suppose to receive 2 (two) refrigerant bottles,  here you have tracking number for Your Tracking Number
  1ZA32R660392745121 for the missing  one.