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:04/21/2025

  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 filed this complaint against ****** Heating and Cooling as well. ****** installed a Mitsubishi mini split **** system (3 separate units in home with one unit outside) in my new home built by *********************** in 2020. The **** system has never worked consistently. I have had ****** out multiple times every year for problems. I filed a complaint against ****** this week and was told by their technician today that the current issue is leaky coils (already have had one replaced in the past few years) caused by a reaction between spray foam (place during construction in 2020 - nothing new since 2020) and the Mitsubishi coils. I am very frustrated with this expensive **** system that does not consistently work. Honestly, I do not know if ****** Heating and Cooling is to blame or if Mitsubishi Electric is to blame which is why I am filing two separate complaints.

  Business Response

  Date: 04/23/2025

  Mr. ******,

  We at METUS regret to hear about your experience and take your concerns seriously. Our team is currently reviewing this matter, and we will be reaching out to you shortly. If you prefer, you may also contact us directly at ******************************** for further assistance.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23232358
  
  I am rejecting this response because:
  I have not yet heard from them. When they reach out to me, I will decide if I accept or reject their response. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/28/2025

  Mr. ******,

  A member from our Resolutions Team will be contacting you shortly. Please feel free to contact us at ************.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23232358
  
  I am rejecting this response because:  I tried to call them and was put on eternal hold. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/26/2025

  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.

  Warranty # WR67391463MARB for ****** ******* on Heat Pump Model NTXMPH30A132BA From: ****************** To: ************************* Thu, Mar 20 at 11:39 AM As your records should show my outdoor unit Model NTXMPH30A132BA needed the Four-way Reversing Valve replaced as it was defective.This is in my newly constructed home and this is only the second winter it has been used for heating. The unit is not used for cooling as we move to camp in the summer.The exclusionary labor coverage in this situation is not appropriate.The labor charges are 22% of the original $3,800 cost of my unit.I am filing this dispute and asking that I be re-reimbursed the cost of labor charges for replacing the reversing valve in the amount of $833.00.A copy of the invoice can be provided upon request.****** *******

  Business Response

  Date: 03/26/2025

  Thank you for sharing your feedback. We take customer concerns seriously and strive to provide the best possible service. Were sorry to hear about your experience and would like the opportunity to address your concerns.
  Please reach out to our support team at [contact information] with any relevant details so we can review your case and work toward a resolution. We appreciate your patience and the opportunity to improve our service.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC
  

• Initial Complaint

  Date:03/21/2025

  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 a Mitsubishi split unit to heat and cool my home that has been out of service for 2 months. I have reached out to the company that installed it and the home office to no avail. They have supposedly sent parts that do not fix the problem. I am 83, legally blind and my wife has dementia. We have been without heat for these 2 months in the coldest weather in *******.

  Business Response

  Date: 03/21/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC

• Initial Complaint

  Date:03/11/2025

  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.

  Purchased a brand new ceiling cassette heat pump from Mitsubishi Electric HVAC. After months of a licensed tech coming out to diagnose a "popping" noise, has finally given up. We've both spoken to Mitsubishi tech support, customer service, and I've even emailed one of the **** with zero response. This company is very well aware of the product defect, and will not stand by their manufacturing.

  Business Response

  Date: 03/11/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC
  

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We purchased two Mitsubishi Split System Heat Pump units in 12/2020 and spend $760 to add the wifi units and app. Despite multiple calls to the authorized installer and Mitsubishi over the lifetime of the splits, we have not seen a resolution to the issue that the temperatures (both desired and true) displayed on the app and the device are incorrect. Each annual service and a few times throughout the 4 years we've had them, we log complaints and nothing has happened. Until recently, it wasn't costing us much aside from frustration, but this January, the app was so out of sorts that it cost us in our electric bill.With this winter's electric being so high, we watched the program more closely. Over MLK weekend, we put the app and devices on away hold and within 1 hour they reverted back to the schedule, heating an empty house. Every few hours we checked in and reset the away hold, but the house continued to heat. The following week, we logged dozens of instances where the schedule on the app was not being followed, costing hundreds in electric bills heating an empty house. That week, we called Mitsubishi again to log the concern and ask for a solution and access to the new app. We have not heard back. Our electric bill was $300 over the previous month. A friend purchased Sensibo devices that come with an app and said they worked very well to regulate a schedule his mini splits, so we invested yet another $200 to reduce the hundreds of dollars in waste from the Mitsubishi app's inconsistencies. Sensibo works like a dream. We request our $760 back from the original wifi network set up, which has never properly worked, but instead has cost us additional money. Tech visits, phone calls, email requests to Mitshibushi can't make it work -- but this other device does for half the cost. We want our money back from the portion of their install that does not work. This is not the only faulty part of the device.

  Business Response

  Date: 03/10/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 03/10/2025

  I have sent the email to the company as requested. They called today and said they will be in touch on Monday with some ideas of next steps. I'm holding this open until I hear their resolution ideas.

  Business Response

  Date: 03/20/2025

  We at METUS regret to hear about your experience and take your concerns seriously. Our team is currently reviewing this matter, and we will be reaching out to you shortly. If you prefer, you may also contact us directly at ******************************** for further assistance.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 03/20/2025

  Mitsubishi requested a document we do not have access to to prove the pricing of the part of the unit that is not working. We are working with their Diamond Installers, 128 Plumbing and Heating, to get the original price. Since our heat architect no longer works for the company, they are trying to track down appropriate pricing. We have called / emailed daily but are still waiting. As soon as we get that, we will send it to Mitsubishi as requested.

  Business Response

  Date: 03/21/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC

  We are awaiting documentation from the end user so we can resolve this for the consumer.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23040726
  
  I am rejecting this response because:

  We have tried for 4 years for the system installer to fix the wireless app & receiver, which never worked. They couldn't, we read many complaints online for the same thing, so we purchased a non-Mitsubishi device for 20% the cost of theirs which works perfectly and contacted BBB for their help to get reimbursed for what we paid for that never worked.

  We talked to Mitsubishi on the phone today and they said that they are unable to do anything. They suggested reaching out to the installer. We have for 4 years. The installer cannot do anything.

  Please hold Mitsubishi accountable for their products.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/24/2025

  Thank you for sharing your feedback. We take customer concerns seriously and strive to provide the best possible service. Our Records show that you were contacted by the resolutions team, and they are waiting on documents from you so that this matter can be resolved. 

  
  Please reach out to our support team at *************] with any relevant details so we can review your case and work toward a resolution. We appreciate your patience and the opportunity to improve our service.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23040726
  
  We sent the document requested and also called. On the call, the customer service agent said that there is nothing that can be done and we should contact the installer. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/25/2025

  We at METUS regret to hear about your experience and take your concerns seriously. Our team is currently reviewing this matter, and we will be reaching out to you shortly. If you prefer, you may also contact us directly at ******************************** for further assistance.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 03/25/2025

  We were contacted yesterday by Mitsubishi to send information to them to receive a $760 refund for the defective parts. Id like to keep this open until we receive the check, which should be in April. 

  Business Response

  Date: 03/26/2025

  Thank you for sharing your feedback. We take customer concerns seriously and strive to provide the best possible service. Were sorry to hear about your experience and would like the opportunity to address your concerns.
  Please reach out to our support team at [contact information] with any relevant details so we can review your case and work toward a resolution. We appreciate your patience and the opportunity to improve our service.
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 03/26/2025

  As per last email - still awaiting promised check. 

• Initial Complaint

  Date:01/29/2025

  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 want Mitsubishi to come and take this $49,900 ridiculously overpriced heat pump out of my house. It doesn't work. It hasn't worked since it was installed--August 2024. I want my money back. **** Mechanical, who overpriced this unit and who are incompetent, has been here 6 times. I don't want to miss work and sit and wait for them to arrive, only to have this unit not work, again. It's still under warranty. My newly renovated, newly insulated house is rarely above 57 degrees. The main floor unit didn't work at all until a week ago. They blamed it on about 12 different things, but they assured me it is working now. It is not. My heating bills are $600/month. I thought this was ultra high efficiency? For 57 degrees, the bills should be about $100/month. No matter what I set that 1st floor unit on, it is 57 degrees.I've shivered through this entire winter. I can't have guests. I can't sleep because it's cold. I basically live in my bedroom where the unit, which is oversized, at least reaches 63. I have to go into the local library to work because it's too cold to work from home. It is a 4-ton unit

  Business Response

  Date: 02/07/2025

  We at METUS regret to hear about your experience and take your concerns seriously. Our team is currently reviewing this matter, and we will be reaching out to you. If you prefer, you may also contact us directly at ******************************** for further assistance.
  

  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

• Initial Complaint

  Date:01/24/2025

  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.

  We had a Mitsubishi HVAC Unit installed with the understanding it had a 7 year warranty. At 5 years we had the system's control board go out. we requested a fix and were denied for warranty. The company that installed it had gone out of business and was a Mitsubishi preferred prior to closing. The board was replaced and system checked. At 6 years a leak was discovered in one of the head units by another **** company (air quality solutions) after the system failed to run. After awaiting parts and such to arrive we had hit the 7 year **** and were again told our warranty was already void. The system was diagnosed again by a preferred Mitsubishi representative ( Mountain Valley Home Heating and Cooling) They repaired the pump and did a Diagnostic test to see if everything ran, even requesting a Mitsubishi Representative from the headquarters respond out. The diagnostic showed the system was grounding it's self out after more tests. Mitsubishi refused to send one of their own **** out to look and only stated that the whole system needed to be replaced, piping and all. I have called several times to customer support for ********************** and Have been told a representative will either respond or call me within the week. I have yet to have anyone call or visit to evaluate the system and when we called we were constantly told our warranty was voided even within the 7 year period.

  Business Response

  Date: 02/07/2025

  We at METUS regret to hear about your experience and take your concerns seriously. Our team is currently reviewing this matter, and we will be reaching out to you shortly. If you prefer, you may also contact us directly at ******************************** for further assistance.

  
  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22852797
  
  I am rejecting this response because: The company once again contacted and said I would have an answer about the situation by Tuesday 2/11/25. It is now 2/14/25 with no response and all calls I have tried to reach out to the company with are sent to voicemail. Still no actual resolution to the faulty system.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/18/2025

  Mr. *******, 

  We regret to continue hearing of your experience and take your concerns seriously. Please know, we are still collaborating with various internal teams, to determine the proper next steps for your concern, and we will be reaching out to you shortly. If you prefer, you may also contact us directly at ******************************** for further assistance.
  

  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22852797
  
  I am rejecting this response because: Until a resolution has been brought forth and I have been contacted by Mitsubishi I will not close this ticket. I will not mark this as satisfied until I have been contacted with options.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/25/2025

  We at METUS regret to hear about your experience and take your concerns seriously. As of today, we show that the team has successfully connected with you, and are working towards complete resolution. 

  Best regards,
  
  ******************* Team
  Mitsubishi Electric Trane HVAC

  
  

• Initial Complaint

  Date:01/22/2025

  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 the following equipment that was installed by a licensed contractor for my home:-Mitsubishi SVZ-KP24NA -Mitsubishi MSZ-GS06NA-U1 -Mitsubishi MLP-444W -Mitsubishi MLZ-KP09NA2 -Mitsubishi MXZ-4C36NA3 I also purchased (3) of the Mitsubishi PAC-USWHS002-WF-2 Cloud WiFi Adapter for Kumo Cloud App control integration.I no longer have the remotes which I didn't see as an issue because I expected the Kumo Cloud app to work as advertised. The Kumo Cloud app has been buggy and riddled with issues since day 1. It consistently logs me out, units go on standby and can't be controlled, and the temperatures displayed are incorrect which causes heating and cooling to fluctuate drastically.Most recently, the app has been completely down for almost a week during the coldest part of the year because Mitsubishi botched their transition to a replacement app (presumably because the development of the Kumo App was executed so poorly) so now we're unable to download the new app while the old app is more or less unusable meaning we have no way to control our units.For a critical piece of equipment in my home this is unacceptable and I shouldn't need redundancy to control it especially given it's WiFi enabled now at great expense to me. I reached out to Mitsubishi and asked if they would provide replacement remotes at no cost to me given this inconvenience and I was denied. This is the central point of my complaint - that I would like replacement remotes for my two mini split systems at no cost.

  Business Response

  Date: 02/26/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC

• Initial Complaint

  Date:12/01/2024

  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.

  We are ownner a townhouse that has a mitsubishi heat pump installed by Chaddsford Climate control. We have been coinsistely having problems with our unit that the installer refuses to honor the warranty as well as over $5000 this past year for refrigerant. Most of the townhouses in our complex have experienced the same problem. If we do not get any call back from Mitsubishi, we will be filing a class action suite.

  Business Response

  Date: 02/26/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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 Mitsubishi ductless mini split system 2.5 years ago. Recently the system stopped working. When contacting the installer and after they came out they determined it was a mouse that had somehow got into the outdoor unit and chewed some wires. I was told that Mitsubishi wont cover mouse damage under their warranty. They dont cover labor charges either. My complaint is this, being an outdoor unit, should be made to keep vermin from being able to access sensitive areas. I was never made aware that this was even a remote possibility. Ive had another heat pump from a different manufacturer a few feet away for 8 years and he never had a problem. There is no visible entry point for the vermin and I would have no idea that there could be. I believe this is a result of defective manufacturing and goes against my states implied warranty laws.

  Business Response

  Date: 02/26/2025

  We at METUS regret to hear about your experience and take your concerns seriously. If you are still in need of support, please do not hesitate to contact us directly at ******************************** for further assistance.
  
  Best regards,
  
  Resolution Services Team
  Mitsubishi Electric Trane HVAC