ComplaintsforKlimaire Products, Inc.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HORRIBLE CUSTOMER SERVICE/WARRANTY SUPPORT!!! I purchased a Klimaire 24000BTU ductless heating and ac unit via ******* in June 2022. I chose the brand because it reportedly had great customer service, better than average warranty term and is one of the few DIY installs that will still honor the warranty. Unit was installed in July 2022 and was registered with them, as required for extended warranty. Worked great until Aug. 2023, when the inside unit started displaying an ** error and stopped functioning. I called and left a couple of messages, finally got in touch with ********************* *************) who provided a few troubleshooting steps, which did not fix the issue. Each time I had to call back it took several phone calls over a week or two to get **** to answer the phone. He finally agreed to send a replacement control board for the outside unit on 9/5/23. It took multiple emails and calls to finally get the part shipped out on 9/15/23. Replaced the part on 10/12/23 the ** error persisted. After several more messages, I called on 10/17/23 and got **** (who never returned my calls) again who suggested we check that the valves were open on the outside unit and turn power off, wait 10 minutes then power back up. Did that but didn't correct issue. Have since tried to get back in touch, have called 4 and 5 times a week leaving messages and have sent a few emails trying to get this resolved. Tried talking to customer service, who took my name down and promised to put it right on his desk. Said he is the only support technician. As of 11/7/23, no return calls, no response to my emails. I'm stuck with a unit that doesn't work and the customer service is nonexistence. DON'T BUY!

  Business response

  11/08/2023

   

  Mrs. *************;

  Unfortunately to help you with this warranty we would have to talk directly to the licensed HVAC technician diagnosing your unit. We have already gone above and beyond by sending you replacement parts without a formal technical diagnosis as required by our company's warranty policy. If you are able to get a licensed technician to look at your unit we would be more than happy to cooperate with you in resolving this issue, until then unfortunately we can not keep sending parts without knowing exactly what is wrong with your air conditioning system. Please contact us at ************ or through ******************************* with the previously requested information and we would be more than glad to help you out.

  Heat and Cool 

  Customer response

  11/10/2023

  I have attached the warranty documentation that clearly states a "a licensed air conditioning contractor is not required for warranty claims on the Klimaire Do-It-Yourself series units.

  Customer response

  11/10/2023

   
  Complaint: 20838918
  
  I am rejecting this response because: I reviewed the Limited Warranty certificate received with the unit and it clearly states "a licensed air conditioning contractor is not required for warranty claims on the Klimaire Do-It-Yourself series units."  I have uploaded the warranty documentation. Your response also doesn't address the fact that no one will return the numerous messages (phone and emails) I've left over the past few months. Nor in the few times I have spoken to ****, have I once been informed that a licensed technical is required.  That is simply not true since the warranty statement that came with the unit says a licensed HVAC tech is not required for the *** Klimaire units. 

  I will contact you as requested, however I absolutely reject his response and stand by my initial complaint of terrible service and failure to honor your warranty.

  Sincerely,
  

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

  Business response

  11/20/2023

  Dear ********

  We are willing to honor the warranty, however in order to know exactly what is wrong with the unit or what part is necessary, we need a professional HVAC technician's diagnosis.

   

  Thank you

  Heat & Cool

  Customer response

  11/28/2023

   
  Complaint: 20838918
  
  I am rejecting this response because my warranty doesn't require diagnosis by an HVAC technician.  I contacted your customer service again on 11/20/23 via email and haven't received anything beyond the initial reply that someone will contact me.  I have emailed again today (11/28/23). 

  I want someone in your support department to contact me. Even if I get an HVAC technician here, I don't have any confidence that he will be able to get in touch with support.  

  This issue has been ongoing since early September and I don't have any heat because of it. 

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

  Customer response

  12/04/2023

  An HVAC technician came out and determined the indoor control board needs to be replaced.  I have sent the attached invoice with diagnosis to the company on 12/1/23 and am awaiting their response. 

  Business response

  12/07/2023

  Dear ********

  We have received the information you have sent us through our website and one of ************** will contacting you to trouble shoot the issue.

   

  Thank You

  Heat & Cool

  Customer response

  12/15/2023

   
  Complaint: 20838918
  
  I am rejecting this response because:
  

  The business continues to not honor their part warranty by refusing to send me the part unless I give them a good review first.  I spoke with their technician **** on Tuesday, 12/13/23, who was nice but informed me that his Director would only ship me the part I need in return for a positive review which I had to make first. I told him I would leave a positive review once the issue is resolved not before.  He was going to inform his Director. I have not received any further communication from them so I left a message this morning,12/15/23, for **** asking for a response by the end of the day which I didn't receive. 

   

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

  Business response

  01/17/2024

  Good morning,

  Just to clarify, we have gone above and beyond to help ******************* and sent her a completely new indoor unit. Attached is the original sales order, the sales order for the replacement head requested and our terms of warranty. 

  Thank you.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a klimaire split unit hvac about 11 months ago.. Seems the split liquid valve is defective, making my hvac unit unable to cool or heat my building.. The part is on indefinite back order.. It's been 2 months and still no oarts available. I have been told by many different vendors that there is no date yet for when this item might be available. So basically I have a 3k investment which is worthless with no relief in sight.. Basically the warranty is worthless. I would strongly advise anyone thinking of purchasing a klimaire to think again.. Less than 8 months of operable and no forseebale repair in sight.

  Business response

  03/09/2023

  Response and explanation

  Contacted customer *********************, he purchased the unit thru a second party which is causing a problem with communications, I will be working with the customer directly to resolve his warranty claim problems. will respond back here with the resolution.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This manufacturer of Air Conditioning units has failed to respond to a request for technical support for an AC that has been broken for more than 2 weeks (the tenant has not had a working AC for the time being) we have made several attempts to contact them via phone, voice messages, emails (several to different persons within the company), through their authorized dealer, etc., and nobody responds or tell us what is the part number number that we need to purchase in order to repair the ***

  Business response

  09/29/2022

  To whom it may concern,

  The customer visited our business at which time all issues where addressed and resolved to customer satisfaction. We (I) never received the complaint to respond to, But we value our customers and wish to provide the very best service we can. please if there is anything further needed to resolve any issues I am at your service.

  Regards

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The mini-split compressor was installed in May 2018. It was noted to have failed in July 2021. My HVAC contractor identified a failed motherboard in the compressor and spoke with Klimaire representative ***** ****** at XXX-XXX-XXXX in August of 2021, who agreed that the compressor was still under warranty and should be replaced free of charge. Multiple subsequent attempts to by myself and my contractor to contact Klimaire via phone at the above # to request shipping of replacement parts under the warranty have not been returned. When I attempt to file a warranty claim at Klimaire's website, it does not recognize my unit's serial # or my email address, and so I am not able to submit a claim on-line.

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/11/02) */ BBB CASE#: XXXXXXXX Explanation and response, My personal records did not indicate a message from the customer, however that does not mean he hasn't left elsewhere in our system. we do apologize for the inconvenience and have contacted the customer to resolve his problems as soon as possible. I have provide the customer my personal number for direct contact and am waiting for information on the unit in need of repairs. we will follow this case thru its resolution to the customers satisfaction. Regards. Consumer Response /* (3000, 13, 2021/12/20) */ My initial complaint did generate a response from Klimaire which lead to my purchase of a new 3 zone mini-split compressor unit to replace the failed unit. The unit was delivered but without any invoice or purchase receipt, nor was the purchase receipt emailed to me as promised by the distributor/vendor ***** ******* When I try to register the product on the Klimaire #, the delivered unit's serial # is not recognized, and without the invoice or purchase receipt, I cannot complete the registration form to activate the warranty. I have not received a response to email correspondence submitted through https://www.klimaire.com/contact nor to a voicemail left at the # listed on Klimaire's website: XXX-XXX-XXXX As resolution, I am seeking all information needed to register the product an activate its full warranty. Business Response /* (4000, 15, 2021/12/21) */ BBB CASE#: XXXXXXXX Response and explanation; The customer has been called with no answer and a message has been left, we will gather the data required to register the product and resolve this issue, we will also send the customer a copy of the receipt, this is standard policy which I will look into why it did not happen. we apologize for any inconvenience this has caused the customer. Regards, ***** ******

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have tried to contact Klimaire several times, left messages, and have written emails for my Klimaire product model Number ********** The company never responded. I have used Justanswer.com and they were only able to find Klimaire website. This left me back in square one. I am seeking help in ordering these parts.

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/17) */ BBB CASE#: XXXXXXXX Response and explanation our records indicate a Klimaire representative had a 18 minute phone conversation with the customer the first week of August, I have since emailed called the customer and left messages with no response. We will wait hear back from this customer in order to provide service. Consumer Response /* (2000, 7, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) August 20, 2021 Better Business Bureau Complaint completion. I have agreed to the above and a Klimaire representative emailed and called me the day after my complaint was sent to the Better Business Bureau. ***** was able to assist me with my needs and contacted me as updates occurred. I do not agree with the statement from Klimaire that in early August I was on the phone with Klimaire for 18 minutes. If this conversation occurred things would have been settled then.

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