ComplaintsforGree

Wholesale Major Appliances

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Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My contractor has been trying to contact them to get a warranty issue remedied, he is getting the runaround every single time.They want him to call and leave a voicemail, text And then head to the job site(my home) to WAIT for a call back and sometimes they wont call til the next day. Now they are trying to have it in a text conversaction, but its almost like it AI, because its not legitimate answers. We need a new board, but theyre the most difficult company to actually deal with. All we want to do is actually talk to them(which is what GREE told us that we HAVE TO DO) and get this issue resolved.
Business response
06/06/2024
Good Morning *******,
If you would go to greecomfort.com and at the bottom left corner there is a chat icon click on it and it will take you to an area where you can leave your contact information and that you would like someone to call you back. Have a Good day.
Customer response
06/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
if it were that easy, we wouldve done that. Myself and my contractor have no less than 15 times called them, he is on some sort of text with what feels like some sort of AI generic responder, they want him to call them when he is on site, and then they will call him back within 4 to 10 hours. I dont think that my contractor wants to sit at my house for up to 10 hours waiting on a response.
He has already told them what is the issue, we have done all the troubleshooting that they told us to. Feels like they blow people off, and hopes that will take further action.

Regards,

***********************
Initial Complaint
06/02/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Same as many others who have filed a complaint on this site. I put in a claim for a dehumidifier recall from Gree, have a claim number, still have the dehumidifier to send back whatever they need, and it's been months with no action/contact whatsoever. As stated by others, the website doesn't help and the phone is just a recording. I simply want my refund.
Business response
06/03/2024
This email is for GREE DUCTLESS you will need to contact the email below
**********************************************************************
Customer response
06/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Their response is that they're "GREE DUCTLESS" and provided a website. But while "GREE DUCTLESS" may be a different division from the one with the dehumidifier recall, it's the same company and GREE is responsible for this. Also, the website provided "**********************************************************************" and the phone number given is the one that others have already noted in their complaints, in that it provides no support whatsoever. There is no way on that website to determine where your claim is at and the phone number is just an automated message that simply asks you to confirm that your dehumidifier is impacted, which clearly it is from the information I already provided and was confirmed on the the recall website. This response is essentially no response at all, as it does nothing to help resolve the issue.
Regards,

*********************
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On October 12, 2023, I registered for the GREE Dehumidifier Recall as we had a dehumidifier affected by the recall. I was told I would receive my $179 refund within 6-8 weeks. It has now been 6 months, and I have not received the refund. I have calledd multiple times. Each time I have called I am told that it is "processing - call back in two weeks". I understand multiple others have experienced the same response. I have sent them the cut power cord, as requested, as well as the identification plate off the dehumidifier, also as requested. They are not handling this well.
Business response
04/17/2024
This product is not a Gree product that Tradewinds Distributing offers, and you will need to contact the ****************** at the email address below.
**********************************************************************
Customer response
04/17/2024
Can you please contact the Gree Dehumidifier Recall program with my complaint?
Customer response
04/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Can you please contact the Gree Dehumidifier Recall program with my complaint?

Regards,

***********************
Customer response
04/30/2024
I was wondering if there's an update. Have you contacted the correct company at **********************************************************************? thank you
Initial Complaint
02/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
GREE Product: Multi21+ Ductless Inverter Heat Pump Model # MULTI36HP230VICO Serial # *********** The *** Board to our GREE mini split we purchased October 2022 stopped working. Its been a month now and our HVAC contractor (Polar Refrigeration ************) has not been able to obtain the replacement board which is still under GREE warranty. Our HVAC contractor seems to be getting the run-around. First ****, the contractor, couldnt get a hold of GREE, then he received the wrong part, then he was told he had to go through a GREE distributor, and then he was told he had to go directly through GREE. At one point our contractor told us we would have to pay upfront for the replacement warranty-covered *** board and would be reimbursed later. But still, our contractor cannot get the part from GREE. Furthermore, it seems downright mean that GREE customers are not allowed to speak to GREEs customer service regarding any issues whatsoever. We are cold, running three space heaters and a propane heater in snow country costing us a lot of money. My seventy-one-year-old husband is trying to recover from 26 days in Cardio ICU after suffering a major heart attack. And he has to deal with this! And the cold. When hes supposed to be as stress-free as possible so he can recover. Please, please help resolve this issue ASAP. Thank you so much.
Business response
02/21/2024
After checking we found that this part is in stock, and we are notifying the distributor to contact your contractor to secure the part.
Customer response
02/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Our HVAC installer, **** @ Polar Refrigeration, came over today to replace the ** Board. However, once he replaced the board, something went wrong. The new ** Board blew or something like that. Now Im not sure if we need another outside unit or another ** Board. So, our issue with the GREE mini split has not been resolved. We would like GREE to resolve our defective/broken mini split with the necessary replacement parts as soon ad possible. Thank you.

Regards,

*****************************
Business response
02/22/2024
Good Afternoon, if the installer has not yet contacted our *********************** he should do so ASAP, and they should be able to resolve your issue. ************
Customer response
02/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This problem has not been resolved. I am still waiting . . .

Regards,

*****************************
Customer response
02/28/2024
The issue appears to be resolved. February 27, 2024 our HVAC installer (Polar Refrigeration) replaced the ** Board for the second time using the board shipped directly to our home by Tradewinds, which we received on Friday afternoon Feb 23rd. The mini-split seems to be functioning just fine now. Yay! A big thank you to BBB and to GREE for helping resolve this.
Regards,
*****************************
Initial Complaint
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My dehumidifier was recalled. Gree sent me instructions and a box to send back a cut cord as well as the model sticker off the dehumidifier. According to *** and the tracking number Gree received the cord and model sticker on December 4th, 2023. In their letter to me, it says to allow 2 - 6 weeks from receipt of the return to receive the reimbursement. That time has come and gone. I called the phone number provided, however it is just a recording and does not give an option to speak with someone. I want my reimbursement as agreed upon.
Business response
01/19/2024
TEAM MEMBER
This is the wrong division use information below,
**********************************************************************
Customer response
01/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is the correct business. The website provided does not address my concerns -- it only provides a phone number with an automated response that does not address my claim. In fact the website, as well as the letter I received from Gree with the instructions is misleading. It says I can call ************ with questions. This is not true. I would like someone to contact me directly to look into my claim and provide me a reimbursement. If this is not resolved, I will contact and file a complaint with the CPSC.

Regards,

*********************
Initial Complaint
12/01/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have been trying since August to get the packet for my GE Dehumidifier refund. The company keeps promising to mail it but fails to do so. I have called several times, filled out a form a couple of *********************** to no avail.
Business response
12/04/2023
product'
This is not the correct contact for this equipment please go to
**********************************************************************

Customer response
12/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company has yet to send me the return packet. I have filled out the correct form on the web site twice and I have called them several times. They always say they are sending the packet but have yet to do so. Their response is meaningless.

Regards,

*********************************
Business response
12/05/2023
This is the wrong division of Gree, contact
**********************************************************************
Initial Complaint
11/08/2023
Complaint Type:
Product Issues
Status:
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.
Summary: Gree is stalling sending check for recalled dehumidifier.I called 8/25/23, talked to Kokou, confirmed unit is recalled.Recall claim number 77 089 237. Envelop and instructions will be sent.Shipped received envelope completed on 8/22/23, see picture.Envelope delivered to Gree on 8/31/23, see picture.Called 10/17/23, spoke to ***********Processed 9/11, allow 2 to 6 weeks (10/23/23) for check.Called 11/1/23, spoke to ***************Check for $299 was posted to account on 9/19/23, but not sent.Expect check in 4 to 6 weeks. [10/31/23 was 6 weeks.]Expect check soon.Called 11/8/23, spoke to ***********Check not sent. Allow a little more time.{ I got "Error while uploading your files. Please try again. But file names appear on form. Please contact me by email or phone if the pictures will help. I don't see the file names in the "review" screen.}
Business response
11/09/2023
you are sending this to the wrong email address, please send all communications to,
***********************************************************************
Business response
11/14/2023
this claim needs to be sent to,
**********************************************************************
Business response
11/20/2023
this claim needs to be sent to,
**********************************************************************
Customer response
11/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is just one more delay tactic. They need to send me the check.

Regards,

*************************
Initial Complaint
10/23/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My dehumidifier was recalled for a fire hazard. I followed their process, proved them the label and cut/returned the cord to my dehumidifier. They said it would like 2-6 weeks to receive the refund. At 7 weeks I called and they said it was still in processing and would be another two weeks. Now more than 9 weeks since they received my cut cord they still claim it is in processing. This company owes me $145.
Business response
11/13/2023
THIS IS THE WRONG WEBSITE PLEASE USE
**********************************************************************
Customer response
11/13/2023
To assist us in bringing this matter to a close, we would like to know your view on the matter.

*Has the company addressed the issue of the dispute?
No, I have yet to receive my refund. I initiated the return on the website they provided in early August. I followed their instructions mailing my cut power cord which per their own tracking number was received August 17, 2023. They said

*If not, why?
I initiated the return on the website they provided in early August. I followed their instructions mailing my cut power cord which per their own tracking number was received August
17, 2023. They said a refund should be received in 2-6 weeks. It has been three months and I have yet to receive my refund.

*Has the company met the agreement they outlined in their response?
Their response did not address my claim of failing to provide the recall refund.

Business response
11/14/2023
THIS EMAIL IS BEING SENT TOTTHE WRONG ADDRESS, PLEASE FORWARD TO,
**********************************************************************
Business response
11/14/2023
this email needs to be sent to
**********************************************************************
Initial Complaint
08/30/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been converting a church building into a house. I bought the Gree mini-split system. March, 2023, *******************************, *******, *****, said the circuit board was on order. About three months later the part showed up. Then I was told the mini-split system wiring needed to be replaced, and it is supposedly on back-order! It is now six months later, and I cannnot go work on, or stay in this home because the temperatures in ***** have been over 100 degrees almost daily. I have no estimated date of completion. I sent a message to Gree two days ago- no response yet. They are not advertising their business address, which made filing a complaint difficult. There is no excuse for warranted parts not being available for months at a time.
Business response
09/05/2023
Dear ****************,

We received your BBB complaint and would like to assist in its resolution.

Please provide us with the following information; correct where needed:

Indoor Model Number:

Indoor Serial Number:

Outdoor Model Number:

Outdoor Serial Number:

Where purchased: ************************, *******, *****

Address of Installation:

Name of installing Contractor: *******************************, *******, *****

Date of Installation:

If you could also provide ** with the company that ********** purchased the equipment and copies of installation invoices that would help tremendously.
Best Regards,
Product Management
g************************
Business response
09/05/2023
Good morning ****************,

Please find the attached information regarding your equipment:

Date of Installation: 01/29/2021

MODEL# MULT42HP230V1O SERIAL# *********** 3.5 TON CONDENSER

MODEL# LIVS12HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS12HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS12HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS12HP230V1BH SERIAL# *********** HEAD

MODEL# MULT42HP230V1CO SERIAL# *********** 3.5 TON CONDENSER

MODEL# LIVS09HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS09HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS09HP230V1BH SERIAL# *********** HEAD

MODEL# LIVS09HP230V1BH SERIAL# *********** HEAD

Please let me know if you need anything additional from us.

We appreciate your business!!

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

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

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

Business response
09/05/2023
Dear ****************,

I spoke with ****** and ***** at **********, theyre aware of the problem and ***** told me that replacing the board was not the problem so they need to inspect the wiring that runs underneath the church. At this point they dont know if its a equipment or wiring problem as ***** indicated there had been work done underneath the structure by others that may have disturbed the wiring.

The equipment was purchased from *********************************** and they will have technical support available should ********** require it.

At this point Im notifying Gemaire Distributors headquarters of the problem, but theres nothing they can do until ********** does some more troubleshooting.
Product Management
g************************
Customer response
09/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is mostly satisfactory to me.
Gree does need to post its *** business address and phone number, and reply to e-messages. Also, the messaging is geared online for businesses, not consumers.
Gree also needs to supply parts more quickly than the three months I had to wait for a circuit board. The system is only two years old.

Regards,
***************************
Initial Complaint
08/10/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought a 3 unit ac gree brand in December 2022, I hired a contractor to install it and paid **** to install it , and after it was installed we had a gas leak in the main unit and since that time we've been trying to contact gree customer support to fix the issue, they wouldn't reply to customers they said they only answer contractors. Our contractor called them and they told him to fill out the warranty form online with all the supported documents and he did that, but since that time we had no response and we keep sending them emails but they don't answer. We continuously provided the necessary information and received no response or compensation. We eneded up having to buy a new one and have a crew remove the old one main unit and replace it. We would like a full refund and compensation of the extra labor we had to pay for on behalf of the manufacturer issue.
Business response
08/15/2023
Dear **************,

In researching this I did find we had conversations with *********************** Air, and we authorized a replacement unit [internally]. Im checking to see what transpired next.

Youve indicated that you purchased a unit yourself to resolve the situation.

Please provide documentation to support that.

Our sincerest apologies if indeed we did drop the ball on this.
***********************
Director of ******************
C**************************

Customer response
08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. At some point yes someone from gree agreed to send replacement for the internal unit but nothing was sent and after that no one answered our calls and emails and no actions were taken, That's why I had to contact homedepot and get a new unit, I have sent all the receipts and email communication to gree and I have attached the receipts for the new unit installation

Regards,

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

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