ComplaintsforAir Con International, Inc.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them 1 year ago with the same problem , I am having exactly 1 year ago almost to the date. My heating on this ac has never worked I have had two hvac companies come out and state the sme thing. This is a piece of junk and it is the manufacuteror. I paid 1,ooo out of reparis myself , not advixed one year ago it was under warranty, another I called today regarding my 5 year warranty the overstock told me I had. I have spoke to the customer service rep, twice the exact same one, that is miserable and out of line. I told him I was taping the conversation and he refused ot have it taped, He refused to give his name. Then he stated lady, you had 90 days to feel out a from to have 5 years on it. DID YOU DO THAT!!!! 3 times he asked me this while I was asking his name. HE TOLD ME I WAS UP ON MY WARRANTY of 1 year and too bad...He blamed overstock .com for storing and shipping the machine out. THIS IS A LEMON AND HAS cost me both ******* now no heat and huge bills using a small ******** THe ac worked mildly then wham!!! HEater stops working. Now the mother board is out the compressor which has a 7 year warranty and still teliling me the reason he has his job is because he is so good at what he does. He blamed me for the warranty card, I called overstock they googled teh product and told me It shows I do have a 5 year warranty... THE CUSTOMER SERIVCE at AIR con told me it was on the outside of the box, i just had to use my phone and scan in the warranty when I fist got it and I would have 5 years but again too bad. He initally said he needed a teck to call and tell him what was wrong. I told him I would, Then he started in that wouldn't work either because I simply had no warranty, I read him 3 codes it was throwing , compressor heat sensor and no communicatiion.....

  

  Business response

  01/22/2024

  We are very sorry for your situation. In your case, we understand that you were poorly
  advised by *************;#**;s customer service department, which should have informed you
  that you had to register the warranty within the first 90 days, because they know this
  information and should have at least informed you about it. In addition, you received
  your instruction manual that was included when you received your equipment with all
  the necessary information to properly register and operate it with the assistance of a
  refrigeration technician, so that you could obtain the warranty as required within the
  warranty policy. warranty. There is important information that I would like to specifically
  point out,
  Warranty Policy, which informs that equipment registered within 90 days has a 1-year
  warranty on parts and after 5 years only on the compressor.
  Additionally, the client is always responsible for the labor costs involved in hiring the
  refrigeration technician.
  It is also indicated that, to honor the warranty, if the equipment begins to fail, it must be
  evaluated by a refrigeration technician to obtain the correct information and determine
  
  its failure and thus be able to inform the steps to follow. follow and determine what the
  next step is in the warranty, instead of sending parts or exchanging equipment under
  warranty, if it was registered as supposed within the 90 days reported above.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an Air-Con multi-unit mini-split system (air conditioner/heat pump) in December ********************************** July 2022 the system went down and remained inoperable the entire summer until September 2022. The system was repaired under warranty. The system went down again November 2022 through February 2023 leaving our family with no heat over the winter.Over this time various parts were replaced by warranty:9/2/22: Condenser filter ***** 9/9/22: Condenser driver ***** 12/27/22: Condenser main control ***** 2/1/23: ****** ***** driver condenser Now an indoor unit has stopped working and we were informed this is due to an indoor ***** issue.All previous repairs were done under warranty - past the original manufacturer warranty of 90 days. Now the company claims that we did not register our system which is untrue since we had multiple repairs completed under warranty past the end of the manufacturer warranty period.This has been a lemon system since we had it installed. The system has failed during the hottest days of summer and the coldest days of winter. The manufacturer originally honored the warranty but have since claimed "they cannot find our registration."

  

  Business response

  11/29/2023

  Good afternoon,

  We have covered the parts for the unit under warranty for two years due to the miscommunication but are warranty policy  states that every unit has to be registered with in the first ninety days from the date of purchase .Now this is the third year and the parts are not covered because the warranty was never registered with us we are here to help the customer in any way but they would have to pay for any parts that they need going foward.

  Customer response

  12/01/2023

   
  Complaint: 20915089
  
  This is untrue. The last time our system broke down your representative said he found our warranty and replaced the defective parts. That was a year AFTER our original purchase. There was no mistake or miscommunication. 

  You are not standing behind your inferior product. You have taken thousands of dollars from our family and left us without heat in the dead of winter and without air conditioning during the summer. You should be embarrassed of your business tactics and customer service.

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our unit stopped working first of February 2023 Has not ran totally great for over a year. WE have been Without heat during the coldest part of this winter had to run space heaters, which has increased our electric bill by $400.00 more than we usually see. We researched these units and the information given was LIFE EXPECTANCY ARE 20+ YEARS. WE took good care in monthly cleaning and maintenance. Professional installed same Month purchased. We were told by Peak Heating some are Lemons from the factory - We believe this is what we RECD. After two long cold months, it is just now operating - however we are very concerned for how long it will last. We Can Not afford to replace and had a very difficult time paying for the parts and repairs on top of our increased electricity bill PLEASE LET US KNOW HOW YOU CAN HELP as this unit was not built as described and is still being sold today !Model and serial number: ROOM ************* CONDITIONER ABSEM4H4S18 - VKK018 003FNP 0F4G6J2 **** - The Registration Card was mailed In October 2018 to the address on the Card: ******* OR ** FROM OUR PACKAGE OF THE **** ?RECAP FROM ************: ****** ****** - March 28, 2023 o-Compressor shorted out also took out main board on outdoor condenser. $240.00 o-blower motor bearing went out in fan at a way early date then it should of $148.00 o-indoor coil leaked at the indoor evap coil (factory weld failed) Repair $450.00 o-had to recharge the system with refrigerant after all repairs had been completed 3lbs 10oz 410A $150.00 o- SAVED ALL OF the existing parts Took a total of 2 months of ordering parts and scheduling service calls/repairs

  

  Business response

  04/22/2023

  Please know that ******************, ************************************************** is a manufacturer of Industrial Air Pollution Control Equipment and Systems nationwide. Also know that the above subject complaint ID is served on the wrong Aircon business.  Also, that Aircon is one word and your complaint is named in two word Air Con.  Further more ****************** does not sale, manufacture, distribute or install room size air conditioners or heaters nor could we give a billing adjustment to settle with complainant.
  
  ****************** is a startup business by private ******* citizens in 1976.  It has always been located in ******* and always designed, engineered, sold,manufactured and installed INDUSTRIAL AIR POLLUTION CONTROL EQUPMENT AND SYSTEMS.  Our internet web site is www.******************.com  for your review and better understanding of what this ****************** business is about.
  
  Please email me BBBs notice to withdraw the complaint based upon the afore information and you are so agreed.
  Should you need more information, please email me your request. 
  
  Respectfully,
  ******************
  
  ***************************, President
  Office Tel ********************

  

  Business response

  04/25/2023

  HI:

     Please send the document in another format because we can't open it. We need to know what the error code on the unit is. Please let your tech or A/C certified company to call our tech support line to be able to check which is the error code. They can call at ************ and ask for **** or ***** from 9:00 to 5:00. They can guide them to check the error code on your unit.

  ******

  Customer response

  07/07/2023

   
  Complaint: 19869143
  
  I am rejecting this response because:

  We feel we should not had to pay fir parts for the unit that went down way before its time.

  We did mail them the warranty card they say that we did not.

  Our hvac guy Said the unit should have not broke down the way it did so early on its life of use. 

  Thank you !

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

  
  
  

  Customer response

  07/25/2023

   
  Complaint: 19869143
  
  I am rejecting this response because:

   

  There were no codes displayed. 

  It just stopped working.

   

  From our HVAC Repair guy:

  
  

  
  -Compressor shorted out also took out main board on outdoor condenser.
  
  -blower motor bearing went out in fan at a way early date then it should of
  
  -indoor coil leaked at the indoor evap coil (factory weld failed)
  
  -had to recharge the system with refrigerant after all repairs had been completed 3lbs 10oz 410A

  
  

  
  

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

  

  Business response

  08/08/2023

         Good morning ***** we apologize for the inconvenience that you're experiencing, we unfortunately are not able to do much given your situation, as per our warranty policy your unit was not registered on our database and would refer back to manufacturers warranty which is 1 year for parts and 5 for the compressor, that unit would only be under warranty for the compressor which we do have in stock if needed, but as far as parts for it such as control board or motor they would not be under warranty and would have to be paid for if they are in stock and also shipping fees, attached is our warranty policy for your knowledge and convenience.

  Customer response

  08/15/2023

  We did mail in the warranty card back as soon as installed. 

  Which I did explain that with my first call.

  Unfortunately i have no idea where the warranty card went to. It was not returned back to us.

  So, there was no way to know it was not RECD.

  The bottom line as explained by our HVAC person the unit should not have broken down as soon as it did.

  In other words this unit is a lemon. 

  We will more than likely be needing to purchase a new one, which is thousands of dollars.  

  Very upsetting this has caused us hardship and the company is not standing by their product.

  Very hard lessons..

  *****

  Customer response

  08/15/2023

   
  Complaint: 19869143
  
  I am rejecting this response because:

   

  We did mail in the warranty card back as soon as installed. 

  Which I did explain that with my first call.

  Unfortunately i have no idea where the warranty card went to. It was not returned back to us.

  So, there was no way to know it was not RECD.

  The bottom line as explained by our HVAC person the unit should not have broken down as soon as it did.

  In other words this unit is a lemon. 

  We will more than likely be needing to purchase a new one, which is thousands of dollars.  

  Very upsetting this has caused us hardship and the company is not standing by their product.

  Very hard lessons..

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

  Customer response

  08/15/2023

  How do I get a copy of the final review/complaint on your site?

  *****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mini split AC unit from Air-con that is sold with a warranty of 5 year parts and 7 years compressor. The purchase was 6/20/2019 (not delivered until later) and I paid $1,127 for the unit. I currently have issues with the unit and the compressor is not working. Regardless of the 5 year for parts or the 7 year on the compressor the business is not complying with the stated warranty under the guise that the product was not registered and therefore voids or limits the 5 and 7 year warranty promise. Below is the warranty as advertised here:********************************************************** UnitParts WarrantyCompressor Warranty Mini Split Inverter (Blue Series 2)5 Years7 Years Per research online and guidance from the ****************************** failure to register a product does not void or reduce a warranty. QUOTE When Merchants Cannot Invalidate a Warranty The ************************ (***), which enforces federal consumer laws, states that merchants may not require consumers to fill out a registration card in order to take advantage of a full warranty's protections. UNQUOTE Air-con tech support and representatives would not work with me on the stated warranty due to not registering the product. They quoted $215 for a part (per the company troubleshooting guide there could be numerous parts needed to fix the compressor) and to pay for the shipping cost, brought up the *** warranty laws and they quoted a new price of $150 + shipping. I refused as this unit is simply under warranty. Please reach out if you need anything further, looking forward to a resolution in this matter!

  

  Business response

  03/01/2023

  Hello
  
  Unfortunately, that unit is not under warranty as it was not registered within the first 90 days of purchase and its outside of the factory warranty. The 5- and 7-year warranty is based on those who register their units in the first 90 days on our website. If there's no registration within the first 90 days, results in the unit being under a 1-year warranty on parts and 5 years on compressor.
  
  

  Customer response

  03/02/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

  The compressor is the issue, it simply doesn't work or turn on.  As you stated the compressor is covered for 5 years (not arguing over 5 vs 7 at this moment), the purchase was 2019 please see the invoice attached in complaint.  Here is the info required per the warranty:

  DOCUMENT(S) REQUIRED:
  In order to honor a factory warranty, the end-user must present the original invoice from the seller. 

  I have made 2 other warranty claims on 3 units from your company, not once did anyone mention this registration technicality until this week.   Not sure what makes this time different and why you aren't standing behind your products and advertised warranty.

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

  

  Business response

  03/03/2023

  Hi:

      In order to a compressor work, it needs to have a signal form the main control board. At this moment the unit is not getting this signal to work properly. The compressor is part of the outdoor unit, with the board, fan motor and other components, that makes the whole condensing unit. Your unit has a problem of communication between the indoor and outdoor unit. That signal is received by the outdoor board or outdoor pcu. Your warranty on the compressor is still valid but not the part that has problems, which is the outdoor board. Because you need to pay for the part, because is not under warranty, you request the compressor, but this will not solve your problem of communication for the unit start to work. Our request is to buy the condenser board thru your CERTIFIED HVAC Company, and we will be more than happy to help you out in this process.

  Thanks.

  Air-Con International Team

  Customer response

  03/09/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

  Both my attorney and I have reviewed all the literature that came with the units (including the General Manual/Indoor Unit Manual/Outdoor Unit Manual and Remote Control Manual). There was no mention of any requirements or instruction to register the units. Nor was there any mention or discussion that not registering would void or otherwise limit the warranty.  These units are advertised and marketed for sale online with a 5 year parts and 7 year compressor warranty. There is absolutely no mention that the units need to be registered to receive the full factory warranty.  
  
  If you want to stand by your advertised warranty, please send the outdoor unit control board.  Your tech support has my shipping address (****,****** et al)
  
  Thank you for your attention to this matter.

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

  

  Business response

  03/17/2023

  Hello, good morning, ******. We apologize for the inconvenience that you were not able to register the unit. Unfortunately, every unit comes with a warranty registration card that leads to our website or has a letter that should be mailed to us to register the unit. It is clearly stated in our warranty policy that all units have to be registered to extend the warranty period from 2 years for parts and 5 years for the compressor to 5 years for parts and 7 years for the compressor. The malfunction on your unit is a condenser control circuit board, which falls within the category of a part. Unfortunately, it would not be covered under warranty. However, you are still able to purchase the circuit board from us for $251 + Shipping charges and have it replaced by a certified HVAC technician so that your air conditioner can operate properly.

  Customer response

  03/24/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

  This is a burdensome process. In the event we are unable to resolve this matter in this forum, let me know if you would be willing to discuss this with me.  If so, please provide your contact information.  I have all my original packing materials and warranty information that came with the units, there were no registration cardsprovided.  My warranty information is dated with an effective date of November 3, 2017 (it was found in the packing slip on the outside of the box).  When did it become a requirement that I register the units to receive the full factory warranty?   

   

  Per the warranty that was effective at the time purchased and as provided in the initial BBB complaint I have already included the original invoice.  As you know, your tech support has the model/serial number.

  DOCUMENT(S) REQUIRED:
  In order to honor a factory warranty, the end-user must present the original invoice from the seller. The original invoice must include the model number, the serial number and the date of installation.

  
  Per paragraph 5 of the warranty that was dated Nov 3, 2017 there are 10 items (a-j) that can void or otherwise limit the warranty.  Not one of the items mentioned below requires registration of the unit:

  Air-Con International, *** is not responsible for any labor cost such as removing, servicing or repairing the equipment.
  All factory warranties will be voided if:
  a. The product is not properly installed and operated.
  b. Defects due to the effects of corrosion.
  c. The units are exposed to sea salt and are installed in a distance less than 300 meters from the seashore.
  d. Preventive maintenance is not performed at least 2 times a year.
  e. Damages caused due to the use of parts other than the original factory authorized parts.
  f. Damages caused due to alterations, modifications or any kind of changes to the original design or functioning.
  g. Damages caused by vandalism, floods, fire, acts of God, and all other events out of Air-Con International, ***s control.
  h. Damages caused due to improper use and abuse, even if it is accidental or intentional, incorrect maintenance, continuous use of the equipment even when partial malfunctioning, the use of contaminated water, incorrect voltage or electric frequency.
  i. Damages caused by the incorrect and improper comprehension of instructions provided by Air-Con Internationals manuals. In particular in reference to the specifications, applications, installations, use, maintenance of the products and equipment.
  j. Damages due to failure to comply with codes, standards, ordinances and specifications of the governmental and industry institutions.
  

  If you prefer, let me know if it would be better for my attorney to speak directly with your legal department.

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

  

  Business response

  03/29/2023

  We understand this is a burdensome process for all. If you would like to discuss anything with **, give us a call. unfortunately, that unit is not under warranty.

  You stated the warranty outside of the packing slip was dated November 2017 but the unit was purchased in 2019?

  if we are going by the "effective date" of Nov 3 2017, that unit would still not fall under warranty as its over 5 years.

  as for when it became a requirement to register the unit, we required that starting late 2017.

  The Item list that you showed can only void and limit warranty, if the unit is under warranty. however, yours is not.

   

  The following is stated on our website.

  " The factory warranty is valid from the date of the sellers invoice date. The factory warranty is valid from the date of the sellers invoice date. In order for the product to receive the full factory warranty as outlined above, the unit(s) must be registered within 90 days of the invoice date. Failure to register within 90 days will result in the product(s) having a reduced factory warranty of 2 years parts and 5 years compressor or 1-year parts and 5 years compressor depending on model. No exceptions. You can register your unit here. The warranty registration is valid only if the installing certified technicians license number is included.
  WARRANTY ON PRODUCTS FOR COMMERCIAL APPLICATIONS:
  In addendum to the above, units being used for commercial applications are waived from registration. At the same time, units used in commercial applications automatically default to the base factory warranty of 1 year parts and 5 years compressor. "

   

   

  Customer response

  03/31/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

  I reviewed your response and it appears to be deceptive, whether that is by intention or omission I do not know. First, as you know the factory warranty is effective basis invoice date,not date of manufacture or any other date for that matter.  Your company represents the effective date of the warranty of being invoice date which is June 20 2019, well within both the 5 and 7 year warranty.  The math is obvious and the unit is still under warranty for both parts and compressor.  Second, your attached warranty policy is not the one that was in effect when I purchased the unit in 2019.  In my warranty material there is no language or information requiring me to register the unit or to go to your website.  If you need a copy let me know, I would be happy to provide it.  Apparently, your company realized it had a problem and updated its warranty policy sometime after my purchase.  As I previously advised in the last complaint, it would have been impossible for me to be aware of your present warranty policy that requires registration. I would like to resolve this short of litigation, but if Aircon will absolutely will not work me at all then I will proceed accordingly.   

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

  

  Business response

  04/19/2023

  Hi again and good Morning:

      The warranty on Air-Con products is very clear and specific. The homeowner or tech company has no 30, no 60, but 90 days to fill and submit the model and serial numbers of their units, more than any other company on the market. We gave options like cards, inside the units, to be filled and sent to us by mail, to do the warranty or by going to our page and filled the warranty by yourself. We gave the web address and a QR code on the boxes and documents to achieve that very quickly. Even you can call our warranty ***** and they will help you out to do so. The customer never does this.

     The complaint is that the customer states that the compressor is not working. We ask him numerous times what is the error code on the system, and he never tell our team the error code. Also, we ask him for the certified installation company to call us to help in the support of the unit, letting us know the error code, but never happens. So he thinks that the problem for the unit is the compressor but can be a sensor or a board on the condenser. We need that information.

     So, the unit never was registered in the 90 days period for the 5 years on parts 7 years on compressor warranty, now the warranty on parts is done. but the unit still has warranty and goes as follows:

   1-year cover on parts

  5-years on compressor

     From the date of purchase, meaning that the unit has no warranty on parts, but still got warranty on the compressor. We are ready to help him out but has to follow the registration and procedures of the company. We have the parts, but we need to know which parts the ones are needed to fix his problem. We are not refusing to help him, what we state is that the unit has no warranty on parts, because he or his company fails to register the unit on time.

      We need the following to solve this issue:

  1- A certified a/c tech or company need to contact our warranty department to sort out the problem with the unit.

  2- As soon we know what the problem of the unit is we will tell the part or parts needed to correct the problem.

  3- The owner needs to pay for the part needed to be replaced, because the unit has no warranty on parts right now, just the compressor on the condenser is under warranty.

  4-All removal and installation of the parts has to be done by the tech or A/C company the customer chooses. 

     Any other information needed we are here to help out based on our company warranty procedures.

  Thanks.

  AIR-CON INTERNATIONAL TEAM.

   

  

  Business response

  05/08/2023

  Per warranty.
  Most companies require you to register their products with model and serial numbers to have a full warranty. The unit was not registered.
  You did speak with our techs and based off the error (36) and what could be an outdoor board, indoor board. You also stated you had error ****************************************************** compressor.
  since the compressors have a warranty for 5 years that would be covered, however as far at the error codes go, we would have to start with the boards which are not covered.
  we can work with the tech to see what current error codes you are getting and what we can do to resolve it. 

   

  
  

  Customer response

  05/08/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

  Attached is the warranty documents I received when I purchased the Aircon unit.  Please note the date of my document is effective November 3, 2017 (unlike the one you provided that is effective January 12 2023).  More importantly, my documents do not mandate notifying Aircon or registration being a requirement for a full and valid factory warranty.  Obviously, Aircon changed its language and procedures sometime AFTER my purchase (see purchase invoice dated June 20 2019 included in this BBB complaint for reference).  

  PLEASE NOTE THE FOLDS IN THIS WARRANTY DOCUMENT, IT IS THE ORIGINAL WARRANTY DOCUMENT THAT CAME FOLDED UP IN THE PACKING SLIP ON THE OUTSIDE OF THE UNIT.   

  WHERE IS REGISTRATION A REQUIREMENT IN THIS DOCUMENT? 

  SINCE IT WASN'T A REQUIREMENT MY WARRANTY COVERAGE IS 5 YEARS PARTS AND 7 YEARS COMPRESSOR.  I WOULD BE HAPPY TO WORK WITH YOU AND START WITH THE INDOOR AND OUTDOOR CONTROL BOARDS, THEY ARE COVERED UNDER THE ORIGINAL WARRANTY.  YOUR TECH SUPPORT HAS MY SHIPPING ADDRESS AND EMAIL SHOULD THEY REQUIRE ANYTHING FURTHER.  

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

  

  Business response

  05/09/2023

  As previously mentioned, there has always been a requirement to register the units under warranty. Your unit is not under warranty outside of the compressor. 

  As stated before, based off the error codes before, we suspected that it was the boards. Please have your tech go out and give ** a call so we can know if it's the boards or compressor, and purchase what would be needed. 

  Customer response

  05/17/2023

   
  Complaint: 19514839
  
  I am rejecting this response because:

   

  Appreciate your prompt responses, believe I understand what you're insinuating on registration.  I appreciate the dialogue and the individual responsible for the communication on your end for last two responses.  I will take this offline for the moment and see if we can work something out in the meantime.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see attachment

  

  Business response

  03/16/2022

  We respectfully deny this customer's request for a refund.

  According to the customer's argument, he did not register the unit because he bought it and had no way of registering it, we provide 90 days after the purchase of the product to register the unit, which can be done with his own mobile phone or via letter by post, not just by computer.
  Any doubts can be clarified by phone and registration by phone is also valid.
    In this specific case, the customer contacted us after 3 years of purchase asking for a warranty.
    All warranty information is available on our email site.

   

  Customer response

  03/25/2022

  
  Complaint: 16490410
  
  I am rejecting this response because:

  see attachment
  
  Sincerely,
  
  *** *****

*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. ↩