Auto Air Conditioning Equipment
Innovair Solutions USA IncThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/24/2025
Type:Service or Repair IssuesStatus: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.
Bought a unit from a dealer and switched the brand promised to Innovair. Worked great for just about 18 months then no longer cools. Called their tech support couldnt resolve it and stated need to get my own technician at my expense and if its Freon or a leak its on me. $2,800 would not use them not a responsible company.Initial Complaint
Date:02/13/2025
Type:Service or Repair IssuesStatus: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.
The NEW Innovair units that Aerify installed in my home in August of 2024 did not work properly until 2-12-25 when Aerify installed a different thermostat that I purchased. The units came with a thermostat, remote, and phone app, but they didn't work properly.The unit continued to run all night even after it hits the set temperature.I spent about 5 hours on the phone with Innovair and Aerify trying to troubleshoot. My electric bill is MORE with the NEW units, then with my prior 37-year-old unit, and I am losing sleep from the fan noise running for no reason.On 2-13-25, Innovair called me and said they would not reimburse me for the thermostat I purchased (only $75.41) because they still wanted Aerify to come out and troubleshoot again, a 4th time after the units were installed. DO NOT BUY A INNOVAIR UNIT!Initial Complaint
Date:07/10/2024
Type:Service or Repair IssuesStatus: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.
I was sold by a local provider equipment from this company that is faulty and I have been given zero support and service neither directly or indirectly i have been a victim of fraud by this company and I am looking for replacement of the faulty units I acquiredInitial Complaint
Date:05/20/2024
Type:Order IssuesStatus: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 two Innovaire mini split units 4 years ago. I clean outside condenser every other month with water. The condenser fins are corroding and falling apart on the bottom. I called Innovaire and never saw a company try to get out of honoring the warranty any harder than this company. Saying things like I have to pay a cleaning service every 6 months for warranty to be good. You cant do it yourself. I was also told the fact that I used water to clean the fins is why they corroded even though the unit gets rained on outside. I paid extra for these uinits vs other no name brands due to their US office. Well that was a waste. They do not honor warranty.Business Response
Date: 06/10/2024
Hello **************,
We have reviewed your Case with our technical support team and your initial comments of the units never once being serviced or cleaned by a licensed technician. When we mentioned the unit must be maintained in order to avoid any operational issues, you stated after that you would rinse the unit every month with water.
Corrosion can occur due to multiple factors that are not related to the unit itself, but location of the unit as well. Specifically coastal areas where better care for the unit is suggested. Please contact us at ******************************* to discuss this specific matter and see how we can help that our technical support was not able to do. Thank you.
Initial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus: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.
Fecha de transaccin: 22 de ***** de 2021. Comprado a: AIR WORKS en ***********. El vendedor provey una factura escrita a mano en la que indica su # de tcnico de refrigeracin #****. Adems, la garanta de 10 aos en compresor, y 5 aos en piezas materiales y labor. El tcnico instalador alega que ya no est viviendo en *********** y no tiene intencin de responder ni resolver el problema. Contact al ***************************** en ***** para ver cmo podamos resolver el asunto sin tener que hacer una querella. Me solicit que le enviara la factura y la serie de la unidad para el analizarla y responderme. Luego de enviarle todo al correo electrnico que me provey **************************************** me respondi que no poda hacerse responsable. Contrat los servicios de un tcnico colegiado por $55.00 al *************************************:************. Luego de revisar la unidad determin que tiene el board daado y hay que reemplazarlo. Por lo que estamos solicitando muy respetuosamente nos ayuden a resolver sta situacin.Mi nmero de telfono es:************.Agradezco la ayuda que me puedan ofrecer.Business Response
Date: 06/10/2024
Hello,
Please note any sales of Innovair products outside Domestic US should have any warranty policies filled by local distributors or contractors. The contractor who sold the 10 year labor warranty should be responsible as we did not install the system. We can assist in parts, but the warranty must be covered by the distributor.
Initial Complaint
Date:01/19/2024
Type:Service or Repair IssuesStatus: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.
In July 2023 I purchased an Innovair heating and Ac unit from *************** and Ac. The ** worked fine all summer. On January 9 when I turned the heat on it just blew cold air through the vents. I called ***** from *************** and ** and he came out that day, spent a few hours troubleshooting the unit. He also called tech support at innovair. They couldnt determine the problem, so ***** and his partner came back on 1/10 and 1/11, and still the problem was not able to be resolved. On 1/15 *****, his partner and a representative from Innovair came and spent all day troubleshooting. They determined the problem to be a condenser, which they ordered. Today ***** came back and spent all day here installing the condenser and trying to get the heat to work. The problem persists. So ***** has spent 5 days here with no compensation and I am still cold. I would like a brand new unit and installation from the manufacturer.Business Response
Date: 02/13/2024
Hello *****,
We are sorry to hear about the issues you are having with your unit. Allow us to reach out to the technician and the distributor in your area to investigate further on the problem. We will make it a top priority to resolve this matter.
Business Response
Date: 02/13/2024
Hello *****,
It looks like our team did go to your site and fix the problem. Could you please update us on how its running?
Initial Complaint
Date:10/09/2023
Type:Service or Repair IssuesStatus: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.
Purchased a mini split AC unit. Hired a master HVAC tech who is also a master electrician to install the unit as stated/required in the instructions so the warranty would be intact. The unit was installed and the wiring and board melted. The installer previously checked everything as I witnesses this myself. The company states the warranty was voided because we did not call tech support to tell us how to install the unit and trouble and potential issues and they stated that the voltage or amps melted the unit. The wiring was working fine before the unit was installed and I purchased a new unit immediately, had it installed by the same tech and this unit works fine. I asked for a refund and they said I voided the warranty. The tech said there seemed to be a faulty wire in the unit and I am now out of pocket for $2000. Documentation available if needed.Business Response
Date: 11/27/2023
We here at Innovair take consumer complaints very seriously. We strive to make all of our customer experiences great. we ask that if the consumer still has an issue they reach out to us directly here at the office. We look forward to resolving any outstanding concern.Customer Answer
Date: 11/27/2023
Complaint: 20716154
I am rejecting this response because: I had numerous conversations with the company and they told me I voided the warranty because I did not call tech support. I hired a certified **** tech who is also a master electrician as required, calling tech support was pointless after the unit burned up. I contacted the company the next business day. Images were sent and the **** installer offered to talk with the company. Another unit was purchased from a different company and installed by the same installer, amazingly it is working fine.
Sincerely,
***************************Business Response
Date: 11/28/2023
Well unfortunately, our timeline and history is much different than the consumers point of view. Consumer removed the unit before we had an opportunity to troubleshoot the unit. So they never contacted us to fix the unit. They simply removed the unit without giving us an opportunity to test it and to diagnose the issue.Customer Answer
Date: 12/02/2023
Complaint: 20716154
I am rejecting this response because: The unit burned up, you cant troubleshoot melted wires, board and plastic. I sent images showing the damage. We did not remove the unit until we were told they would not honor the warranty.
Sincerely,
***************************Initial Complaint
Date:01/18/2023
Type:Service or Repair IssuesStatus: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.
Purchased two 5 ton units and one of them had bad EVX EEV valve. Over two months and still don't have the part. Product is brand new under warranty. No heat in winter for last two months.Business Response
Date: 11/27/2023
We here at Innovair take consumer complaints very seriously. We strive to make all of our customer experiences great. we ask that if the consumer still has an issue they reach out to us directly here at the office. We look forward to resolving any outstanding concern.Initial Complaint
Date:01/15/2023
Type:Service or Repair IssuesStatus: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.
Innovair will not stand behind their warranty. I need replacement outdoor control boards for 4 mini splits. 4 separate Ac techs troubleshoot the problem, all found the main control boards have a defective problem and it's related to bad manufacturing. I called the company and was given days and days of run around. Do not trust this company!Business Response
Date: 11/27/2023
We here at Innovair take consumer complaints very seriously. We strive to make all of our customer experiences great. we ask that if the consumer still has an issue they reach out to us directly here at the office. We look forward to resolving any outstanding concern.
Innovair Solutions USA Inc is NOT a BBB Accredited Business.
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