Complaints

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Mitsubishi Electric split system HVAC stopped working after using it for 4 years. I called about warranty and they said the warranty starts from the date of manufucture so the warranty expired in April 2024. I haven't even bought or started using the unit October 2020. I would like Mitsubishi to honor the warranty and let me know what is wrong with the unit. It's getting really cold and we need a working heater.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My first Mitsubishi mini-split (air conditioner/heat pump) failed because Mitsubishi used incompatible metals for the flex-pipes on the air handler, which caused them to rot when exposed to condensation. So when my SECOND Mitsubishi mini-split failed the SECOND time, I reached out to them for help, and ****** ******** manager of Resolutions Services, sent me this email: "I would like to as a gesture of goodwill which is not an admission of guilt or fault pay for a service visit and for your technician to work with our T2 Tech Support to see if they can assist with resolving your issue." The technician, who had been previously recommended by Mitsubishi, did only a cursory inspection before saying I'd have to pay another $350 for a leak check, or about the same amount to add $25 of refrigerant without checking for a leak. I was hoping this was a misunderstanding, but *** ******* replied that my appointment wasn't completed because I refused to allow the technician inside my house. This is absurd!  The fact is, the technician never asked to enter my house, and since the air handler is on an outside wall, there is no need to inspect inside - the pigtail pipes are totally accessible from the outside. Nor would I have refused, since of course I wanted my system fixed! The technician also told me that Mitsubishi was paying only $85 - essentially, just setting me up for a costly up-sell. Mitsubishi may have no legal obligation to fix my air conditioner, but having offered to do so, it is truly reprehensible that they "blame the customer" instead of fulfilling their promise. I tried to reach someone else at Mitsubishi, but my certified letter, emails, and phone call all went straight back to *** *******, who, frankly is doing Mitsubishi no favors by offering to help and then not helping at all.

  Business response

  11/14/2024

  End user contacted METUS in 2022 regarding System not operating correctly and was needing assistance locating a licensed HVAC contractor. All licensed HVAC contractors are independently owned and operated companies and not employed by Mitsubishi Electric Trane HVAC US, LLC. A Diamond Contractor name and contact number was provided and the issue was resolved. End user reached out again in 2024, and it was suggested for end user to contact their licensed HVAC contractor. As a gesture of goodwill, we did offer to cover the trip (service) charge the end user's contractor would charge to show up. METUS did express that the end user would be responsible for labor cost and anything else associated to repair the system. METUS limited Warranty Policy would cover the failed part or compressor. METUS believes that we have went above and beyond on Warranty Policy and still stand by to support our product and end user to best of our ability. We did receive a certified letter from the end user expressing his disappointment about the system having a refrigerant leak please see our response below. 

  It is unfortunate that your system is experiencing refrigerant leakage problems.  In our experience, the vast majority of refrigerant leaks are related to the system installation, most often involving the tubing and fittings that connect the indoor and outdoor units.  As the installation process is outside of our control, it is not covered by our limited warranty.  It was our intent that the third-party technician who visited your home be able to determine whether the leak was emanating from inside one of the Mitsubishi Electric components or was in fact installation related.  It is our understanding that he was only allowed to access the outdoor unit, leaving the indoor unit uninspected.  Under these circumstances, it would be impossible to determine the source of the leak.

  End user has the right to choose any licensed HVAC contractor to service their system. We do offer a layer of Tech Support licensed HVAC contractors by calling 800-433-4822 Monday-Friday from 8am-7pm EST with the exception of Holiday's. 

  Customer response

  11/19/2024

  
  Complaint: 22490859
  

  I am rejecting this response because:

  "I would like to as a gesture of goodwill which is not an admission of guilt or fault pay for a service visit and
  for your technician to work with our T2 Tech Support to see if they can assist with resolving your issue."
   - Mitsubishi's Director of Resolution Services, 5/10/24
  
  The common meaning of "pay for a service visit" is to pay for the whole visit, not just the trip charge, and "assist with resolving your issue" suggests Mitsubishi would assist until my issue was resolved.  And although Mitsubishi isn't obligated beyond the terms of their warranty, a "gesture of goodwill" is promised here.
  
  It is true that Mitsubishi emailed me again 26 days later (having been very slow to make the arrangements), stating "You will be responsible for any labor for repairs."  There was no mention of "or anything else."
  
  There's a big gap between the 'trip charge" and "repairs" - specifically, diagnosis such as a leak check, and service, such as topping-off the refrigerant.  I did email Mitsubishi back for clarification on this but did not receive a reply.  Also, refrigerant, which my unit apparently needed, is not "labor for repairs."
  
  Given that the director of resolution services has probably sent similar emails before, he should certainly state more clearly that Mitsubishi is only offering to pay for the trip charge, if that is the case.
  
  As to Mitsubishi's claim that a leak check was not attempted because I wouldn't let the technician inside my house, this is absurd.  The technician told me that Mitsubishi had only paid $85 for the trip charge, and he had been given very specific instructions not to do the leak check unless I agreed to pay an additional $375.  He NEVER asked to come inside, and further, a leak check is done entirely outside the house, unless the technician measured a leak but couldn't find it at the fittings.  Even in this case, the accessible part of the evaporator coil - the pigtail flex pipes - are already accessible from the outside in my installation.
  
  If Mitsubishi had offered to pay for proper diagnosis, I don't know why my tech wouldn't have performed it, instead of walking away from the job.
  
  I'd also like to clarify that I received no direct response to my certified letter.  I only received an email a month later, after leaving a phone message on a general number.
  
  If the purpose of Resolution Services is to help customers resolve problems, Mitsubishi has failed completely.  And if the purpose is to spread good will, they have done even worse.  Offering to help and then not helping, doesn't help anyone.
   
  Sincerely,

  Gary Davis

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a townhome from the builder in 2021. The Mini splitMitsubishi/Trane is already installed. I called ****** AC in ******, and they charged me $5,900 for labor. They stated that all the parts replaced were under warranty. It's unacceptableto me that an AC unit demanded two coil replacements, other components, and ********** The manufacturer washes their hands and lets their ISV providers charge whatever they believe is the right amount. I brought this issue to Trane/Mitsubishi, complaining about the quality of their product. If their product was better made we wouldn't have this issue within 3 years. I demand a full refundof the amount because Mitsubishi should own the lack of quality not the end user pay for the terrible experience. With this amount, I could purchase a new unit from a differentmanufacturer. I am not even counting that my tenant has a pregnant wife who was threatening to sue me.

  Business response

  11/05/2024

  ***** stands behind the quality of our product. Please see attached copy of our limited Warranty Policy where METUS will cover the failed part or compressor. Our limited Warranty Policy does not cover labor or refrigerant this is a cost the licensed HVAC Contractor (who is an independently owned and operated company and not employed by *****). ***** went above and beyond our Warranty Policy and end user rejected offer.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had two Mitsubishi mini splits installed through a Mitsubishi Diamond Contractor found through their website in July 2024. The units have not heated or cooled properly since they were installed. I have called and emailed the install company 10+ times and they have had nothing but excuses as to why they have not come out to fix it. I then reached out to Mitsubishi both via phone and email 5 separate times and have still failed to hear back from any department and keep getting pushed off between departments. I dont have working heating and cooling for my home and this is unacceptable.

  Business response

  10/18/2024

  We hate to hear about your experience with our systems and take these matters  seriously. ***** will support our product and end user to best of our ability. Additional research is required and a member of our ******************* Team will reach directly to work on a resolution. 

  Customer response

  11/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: As discussed - I had mini splits installed by a Mitsubishi Diamond Contractor (Able Heating and Cooling)  in July 2024. They have been inoperable since day 1. I have attempted many times via both phone and email to reach the contractor that installed the units and to have them come out and figure out why they are not working and resolve the issue. I have received excuses back from them saying why they can't get to it and pushing the issue down the road, only for them to never respond or come out to fix it. I then contacted Mitsubishi directly several times at the beginning of October both via phone and email, I have not reached anyone that can help me. The people I reach on the general line cannot help me and the specialty department I was passed to have not gotten back to me over one month later. I then filed a complaint with BBB in October with case number ******** once again Mitsubishi said via the BBB messaging that they'd reach out to me from the department that needs to handle these cases - I have still not heard back. 
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9 this year my mini unit quit working I called my ******************** (*********) they sent a fellow who determined the leak was in the copper tubing at the top of the inside unit (Heat Exchanger). The unit is under warranty, and he ***orted to his office who ordered the part and initially was told 7 to 10 days for the part on August 12. On day 11 I checked on the part the young lady at Rivertech checked on it and was told by distributor that it was scheduled to be sent out on September 4. September 6, I checked on part and ********* *** said they would check on and get back to me. Later that day I was told part was out of stock and would not be in stock for at least another 60 days and that she had called other distributors, and no one had the part in stock. I sent a message to Mitsubishi **************** requesting inside unit be ***laced since part is not available and was told warranty did not cover that. A much better response for "customer Service" would have been to try and resolve by finding the part or an alternative solution. I am not the least bit happy with the fact that a warranted part takes three months to be available and am not sure if at the end of the three month wait that another excuse won't be given for additional time or if it will ever be available!! This company will never get a recommendation from me as what good is a warranty if they can't back it up in a timely manner or think out of the box to make the customer happy

  Business response

  09/28/2024

  We hate to hear the experience you have had with our systems. METUS takes these matters seriously and will our best to the end user and our product. Our Resolution Services team will reach out to the end user to work on a solution. 

  Customer response

  09/28/2024

  The message states that their response team will reach out to me.  I will give them till Thursday morning to do that, then respond appropriately. 

  Business response

  10/09/2024

  We have reached out to the end-user directly and working on resolution. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A board on my Mitsubishi Split ** system MUZGL24NA SN 0 ****** T 11/20 failed on 7/11. Part ordered 7/12 from *** at ********* Distributor, Ocala, ** who confirmed your order was "accepted" on July 15 and presently shows "Open". I spoke to ***** at Mitsubishi customer service center who refused to help me and asked me to call ********* which I did. *** at ********* *************) said he would contact Mitsubishi and call me back. When I called him back he said no one answered and he had to leave a message which had not been answered. He then asked me to stop calling him and call my technician ***** at ** Medic.(Who has no way to help)Mitsubishi is in the ** business. Current weather is HOT! Yet they find it an acceptable practice to take 3 days but mostly a week (according to ********* Distributor) to even accept the order. They take their time to return phone calls and no sense of urgency to support their product after the sale. I have emailed their corporate office but no response.My ** is down since 7/11. Warranty Part ordered 7/12. As of today. No part or any information as to when this part will arrive.

  Business response

  07/24/2024

  We hear at METUS hate to hear the experience you had. Our ********** Services Team has reached out to the end user and resolved the issue. 

  Customer response

  07/24/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Mitsubishi Electric is the producer of Mini-Split HVAC units/systems. My contractor(Envirosmart Solutions) is a Diamond (certified) Installer of Mitsubishi's units. As I could not get satisfaction from the contractor I contacted Mitsubishi Care. I started with the number provided in my paperwork describing the product and all instructions. After talking to these individuals I was to a different to a different Customer Relations. I was provided an email address but no direct phone number, the first department transferred me to the other department. There was no answer but the message was we will call you back shortly. I left a message (Thursday April 25, 2024). No response sent an email on April 29 with description of situation and contact information. On May 13, I sent an email about the failure of companies due to lack of committment of customer service. This got a response. Later that day maybe 1 hour received a call stating they had contacted Envirosmart Solutions and that Envirosmart would be coordinating their efforts with Mitsubishi Electric consultants and that ****** from Envirosmart would contact me. I told the lady (Mitsubishi) on the phone that Envirosmart will not contact me as they will not even return my phone calls. This is exactly what happened. On June 4 I called ************* again - transferred to Cutomer Relations, left phone message. On June 10I sent another email to Customer Relations and received a response back stated they needed Model/Serial numbers, date of Installation, ****************** name and phone number. I did not find this email for about a week and at that time could not respond due to family medical issues. On June 24 provided all information and still waiting for response.I am submitting an additonal complaint about Envirosmart Solutions but I could not include information of both companies lack of customer care/relations/service in one complaint.

  Business response

  07/23/2024

  We here at METUS hate the experience you have had with our systems. Further research is being conducted and a member of our ******************* Team will contact the end user directly. 

  Customer response

  07/26/2024

  Per the response from Mitsubishi Electric I am waiting for a contact from Mitsubishi. Their response was we will contact customer/consumer directly. I am available daily except Wednesdays when I have no availability for contact. As I am on the west coast Pacific Time is three hours earlier.

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

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

  Business response

  08/03/2024

  Our ******************* Team has made contact with the end user and will continue to work with them on a resolution. 

  Customer response

  08/06/2024

   
  Complaint: 21993884
  
  I am rejecting this response because:
  I sent an email to *************************** on Aug 3. The email was a response, it include all contact information and explanation of shortfall of equipment. I cannot respond to a response that I have not received, ******************* email was dated Aug 3 asking for additional information which I provided and am waiting for a response.
  Sincerely,
  
  *********************

  Business response

  08/12/2024

  We have made contact to the end user and provided an update. We have involved the team that will assist in finding a resolution. 

  Customer response

  08/15/2024

   
  Complaint: 21993884
  
  I am rejecting this response because:

  trading responses to say we (manufacturer/business) needs more information which I provided does not resolve anything. There has been no contact other than we will get in contact with customer there has been no conversation, no two way communication, only we (Mitsubishi) asking for more details. The product *****, it doesnt do even a reasonable job let alone an adequate one. Customer Care/Service only exist if one listens to the customer and try to make things right. A $50,000 investment should perform as advertised or promoted. Businesses fail because they ignore the customer because without customers the business can no longer be in business.

  i am still waiting for Mitsubishi or their contractor or some representative to do something besides say give us more information. Any additional information will not fix an item that will not produce enough heat to warm my house. Either the calculations they used did not match the equipment required or the equipment is defective/deficient. The product does not warm.  Other people have similar equipment and it provides heat for them so what I say is mine doesnt and the company says hmmm .
  
  Sincerely,
  
  *********************

  Customer response

  08/17/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem: Unreliable kumo Cloud server availability Most recent incidents: Cloud down on 7.3.3024, again on 7.4.2024, and again, today, 7.7.2024; all outside of service hours.Other customers have complained on Reddit (for at least four years) and on the kumo App.The App misdirects the user to diagnostic procedures or to call the installer, when the cause is a degraded/down server. System setup indicates a WiFi problem, but my router indicates a strong connection, and other devices are working. Installer settings also indicate no signal to WiFi, which is misleading (from cassette interface to router?) and not true (router indicates a strong connection to cassette interface).Ive wasted too much time, unnecessarily attempting to reconnect the WiFi.The incident reports from many customers over multiple years indicates a failure to meet an expected, minimum service level commitment.My requirements to Mitsubishi are:Broadcast to all kumo customers *********************** intention (with estimated release dates) to:1. Implement 24/7 phone support for kumo Cloud status and for customer reporting of kumo Cloud connection incidents.2. Add push notifications (text/email) on kumo Cloud availability problems with estimated time to repair.3. Show current kumo Cloud status on website.4. Significantly improve kumo Cloud server reliability, stating and reporting improvements to a mean-time-to-failure objective.

  Business response

  07/13/2024

  We here at METUS hate the experience you had with our products/services and take these matters seriously. Further research is needed, our Resolutions Services Team will reach out to the end user directly. 

  Customer response

  07/19/2024

   
  Complaint: 21953219
  
  I am rejecting this response because:

  This is Mitsubishi's typical, boilerplate deflection for this persistent problem. The Resolutions Services Team has not "reached out" to me.
  
  The only response that I will accept here is an acknowledgment of this problem and a commitment to implement the requirements stated in the complaint, 
  as evidenced by Mitsubishi's notification of that acknowledgment and commitment to all kumo cloud end users and Diamond Contractors.
  
  Within one month Mitsubishi shall send to all kumo cloud users and Diamond Contractors a "concrete plan" (as BBB recommends) with project milestones and target dates and shall commit to reporting to all kumo cloud end users and Diamond Contractors when each of those milestones is achieved.
  
  If Mitsubishi does not agree to the above product and project requirements, or to an acceptable alternative, I will further escalate to the ************************ and to my state's attorney general.
  

  Sincerely,
  

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

  Business response

  07/24/2024

  We here at METUS hate to hear about your experience. We take these matters seriously our ********** Services Team has contacted the end-user directly. 

*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. ↩