Complaints

This profile includes complaints for Nortek Global HVAC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nortek Global HVAC

  8000 Phoenix Pkwy O Fallon, MO 63368-3827

  
• 

  Nortek Global HVAC

  1747 Cravens Rd Poplar Bluff, MO 63901-8676

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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dear Nortek Customer Service,In 2017, I purchased a ******************** furnace and AC condenser unit (Serial #***********. At the time, I was unaware of the requirement to register the product within 60 days of installation to qualify for the full 10-year parts warranty. As a result, the unit defaulted to a 5-year **************, my licensed HVAC technician diagnosed the compressor as failed and in need of replacement. After contacting the supply house, I was informed that the warranty had expired in 2022, and no coverage would be extended.I called Nortek customer support to explain my situation and requested a concession, considering:The unit is only 7 years old.The compressor failure seems premature, especially in Zone 7B with moderate seasonal ****** previous American Standard unit lasted over 18 years without issue.Unfortunately, I was told that nothing could be done. I now face a nearly $3,000 replacement cost, which is extremely frustrating for a relatively young system from a reputable *************** disappointed that Nortek does not appear willing to stand behind its product in this case. I strongly urge your team to reconsider and offer a goodwill replacement compressor to help offset this unexpected expense.I want to continue trusting Nortek products, but this experience has seriously shaken my confidence. I hope youll consider this request and demonstrate Norteks commitment to product quality and customer satisfaction.Sincerely,**** *********

  

  Business Response

  Date: 04/02/2025

  Thank you for reaching out regarding your concern. In order to accurately identify the products in question, we kindly ask that you provide the complete serial number for each piece of equipment.
  For your reference, Nordyne products are covered by a limited parts-only warranty, which provides replacement for defective parts resulting from material or manufacturing defects, as outlined in the warranty terms and conditions. However, it is important to note that this warranty does not eliminate the possibility of the equipment requiring service over time.
  We would be happy to provide you with a complete copy of the warranty that was included with your product. To ensure we send the correct documentation, we will need the serial numbers of the equipment. Please provide this information at your earliest convenience, and we will be glad to assist you further.

  Customer Answer

  Date: 04/02/2025

  Complaint: 23146351
  
  I have reviewed the business' response and am rejecting it because:
  
  Please review the attached photo with the requested information. 
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 04/03/2025

  JSG160945242

  
  

  

  Business Response

  Date: 04/04/2025

  Thank you for contacting Nordyne regarding your warranty concern. We sincerely apologize for any inconvenience you may have experienced related to the installation or registration of your product.  According to our warranty policy, registration must be completed within 60 days of installation to qualify for the extended 10-year parts coverage. Your unit was installed on January 14, 2017, but unfortunately, it was not registered within the required timeframe. As a result, per the terms outlined in the original warranty documentation provided with your unit (attached for your reference), the coverage defaults to a 5-year limited parts warranty. We regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter. 
  

  Customer Answer

  Date: 04/07/2025

  Complaint: 23146351
  
  I have reviewed the business' response and am rejecting it because:

   

  I understand your policy thats why I included the necessary information in my original complaint. My intention was to see if your company would stand behind its product and work with me toward a fair resolution by helping with the cost of a replacement compressor.
  Unfortunately, based on your response, its clear that youre relying on an administrative technicality rather than taking accountability. I was forced to purchase another unit regardless, and your lack of support made my decision easy. *** switched to York and will be sharing my experience online so other potential customers understand the kind of service and product quality they can expect when choosing ******.
  
  
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 04/07/2025

  We understand your frustration and sincerely regret that your experience with our product did not meet your expectations.
  At Nordyne, we strive to provide reliable, high-quality products and service. Our warranty terms are designed to be transparent and consistent for all customers, and they are in place to ensure fairness and clarity. While we are unable to alter the warranty coverage after the fact, we genuinely empathize with your situation.
  We appreciate your feedback and are sorry to learn that this experience led to your decision to choose another brand. Your concerns have been noted and will be shared internally as part of our ongoing commitment to customer satisfaction and continuous improvement.
  Thank you again for your past business, and we wish you all the best moving forward.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am not satisfied with this resolution. For the sake of time, please close out.  
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/17/2025

  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 a Frigidaire HVAC unit. A major component, the heating coil malfunctioned and stopped working. I was left without any heat or air conditioning for almost 2 months. The unit was less than one and a half years old. The technician who replaced this heating coil had to take the entire unit apart costing me $960 dollars. Due to the fact that I was left without heat or air conditioning for almost 2 months is major negligence. I requested from customer service to be reimbursed for the $960 dollars. My request was ignored. I am seeking to be reimbursed the $960 . Respectfully, ****** *******

  

  Business Response

  Date: 03/18/2025

  
  
  We would like to apologize for the issue you have had with your unit.  Unfortunately, your letter does not sufficiently identify the products involved nor the nature of the failures,other than the descriptor a leak. As such, Nortek Global is not able to respond to the allegations in your letter.  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.

  Customer Answer

  Date: 03/19/2025

  The Model # is P94RD-030K.

  Serial # is *************.

  I spoke to **** from Nortek / Nordyne and was given case # ******

  If you need any additional information please feel free to call me at ************. Thank you ****** *******

  

  Business Response

  Date: 03/21/2025

  We sincerely apologize for any inconvenience you have experienced with your Frigidaire system. The warranty on these systems includes a 10-year limited parts-only warranty. If a part fails due to a manufacturing defect, Nortek Global HVAC provides a replacement part within that 10-year period. However, labor, refrigerant, and shipping charges are not covered under this limited warranty.
  As the equipment manufacturer, we do not set labor or refrigerant coststhese are determined by the servicing contractor performing the warranty work. These rates can vary significantly depending on the specific circumstances of each service call. It is standard practice within the **** industry for the installing contractor to cover labor costs during the first year of ownership.
  According to our records, the original installer serviced your unit. We recommend discussing any charges directly with them, as they determine their own service rates. We certainly understand your frustration and want to emphasize that our 10-year parts warranty reflects our confidence in the quality and durability of our systems. Unfortunately, costs associated with labor and other service-related expenses are not covered under this warranty unless a Buyer Protection Plan was purchased at the time of installation (please refer to the attached warranty for details).  We regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter.  
  

  Customer Answer

  Date: 04/04/2025

  I do not agree with the response that I have received.  Due to the fact that I was left without air conditioning or heating for almost two whole months is not acceptable to me.  Therefore I truly feel that this company needs to reimburse my costs because of their failure to provide an acceptable functioning HVAC unit.  This unit was less than one and a half years old and the part that malfunctioned should not have done so in that time frame.  

  

  Business Response

  Date: 04/04/2025

  Once again, we sincerely apologize for the issues you've experienced with your unit.
  However, as previously communicated, our limited warranty covers parts only and does not include labor or refrigerant costs. These additional charges are determined solely by the servicing contractor performing the warranty work and can vary based on the specifics of each service call.
  It is standard practice in the **** industry for the installing contractor to cover labor costs during the first year of ownership. We strongly recommend discussing any labor or refrigerant charges directly with your contractor, as they set their own service rates independently.
  We appreciate your understanding and are here to assist with any questions regarding the warranty coverage itself.
  

  Customer Answer

  Date: 04/09/2025

  Complaint: 23078000
  
  I have reviewed the business' response and am rejecting it because:

  It is apparent that you are not standing behind your product.  It is also painfully evident that you don't even care that you left me without heat or air conditioning for almost two months. I am a disabled person on a fixed income , and having to pay out an additional almost $1,000 was a burden on me.  I had hoped that your organization would have done something on my behalf,  But unfortunately you continue to reiterate the same thing repeatedly to me.  And it is also very apparent that you do not care at all what you have done to me.  
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/09/2025

  We understand and sincerely regret the frustration and hardship this situation has caused you. Please know that it was never our intention to leave you without heating or air conditioning, and we truly empathize with the impact this has hadespecially given your circumstances.  While we must uphold the terms of our manufacturers limited warranty, which covers parts only and excludes labor and refrigerant costs, we do recognize that these expenses can be a significant burden. We assure you that your experience has been taken seriously and shared with our leadership team to explore how we can better support our customers in the future.
  We value all our customers and strive to provide clear and timely assistance within the scope of our warranty coverage. Although we are unable to reimburse labor or refrigerant charges, we remain available to answer any further questions you may have about your product or coverage.  Thank you again for bringing your concerns to our attention.

• Initial Complaint

  Date:12/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  An Evaporator Coil was ordered by **** dealer Newmans Air Conditioning and Heating in ***********, ** from the NORTEK distributor ******* in ************ on 11/12/2024. It was out of stock and Nortek is not informing ******* of its current status. Evaporator Coil *******R. This part was under warranty and it is my contention that NORTEK is neglecting a forthcoming response.

  

  Business Response

  Date: 01/02/2025

  I would like to apologize for the issues you have had with this order.  There are no current open orders for 1017860R.  Also 1017860R subs to a new part number *******R, there are no current open orders for ******* on this part number either.  If you have not received this coil our recommendation would be to get the ** or Order number that ******* placed with Nortek and we can research the situation further.  We regret you have encountered this issue and we thank you for your understanding in this matter. 

  Customer Answer

  Date: 01/02/2025

  *******, a distributor for ***, was able to provide a screenshot for that ordered part from *** and indicates the coil was shipped 12/26/24 under the new sub part referenced by NGH - *******R. My phone inquiry to *** was an inquiry as to the status of that order (prior to my view of the screenshot). The agent told me no open orders for ******. But there WAS an order as the screenshot proved but did, probably, take on a status other than OPEN. Apparently the information system of NGH wasn't able to find NOT OPEN orders from ******* without an order number. If they COULD find ANY orders from ******* in I would not have contacted BBB. I would strongly suggest that a reasonable person might tend to feel the order was never placed if told 'No open orders from ******* was found'. I would also suggest to NGH if a future inquiry is made by a customer it might be a good idea to let the customer know that indeed an order was placed by *******, it's no longer OPEN, and we would need the order number to see if that order is your order. This might entail a modification to the information system NGH is using. I will close this case and appreciate the cooperation of NGH and BBB.

  Customer Answer

  Date: 01/10/2025

  There was only a problem with the definition of order status. ****** has completedtthe order

• Initial Complaint

  Date:12/20/2024

  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 installed a new Nortek/Airtemp furnace on January 17, 2023 (Serial No. **************. On December 3, 2024 the furnace stopped working. An ******* approved HVAC specialist and leading distributor in our area diagnosed a failed board and replaced it; however, then discovered that the igniter had also failed. After replacing the igniter, the furnace still was not working properly. After further troubleshooting, the HVAC specialist discovered that the second board that he had installed was also defective. As a result, heat was not restored until December 6, 2024. Given the two failed boards and extensive troubleshooting efforts, we were without heat for three days with a newborn baby in near if not below freezing conditions. When we asked the company for reimbursement of our labor fees ($600), Nortek claimed that they have no responsibility for labor under the parts only warranty notwithstanding our significant costs and suffering as a result of their defective original and replacement boards. This is an extremely poor way to treat customers - especially given that the furnace is less than two years old and their own replacement product was also defective, which significantly increased our costs to repair. We are seeking reimbursement of our labor fees ($600) and related taxes ($38.10).

  

  Business Response

  Date: 01/02/2025

  Hello, I apologize for any inconvenience you may have had with your Airtemp furnace. The warranty on this systems is a 10-year limited parts-only warranty. If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for 10 years.

  Labor, refrigerant, and shipping charges are not covered under the limited warranty. Labor and ***** are completely out of our control as the equipment manufacturer. These rates are set by the servicer doing the warranty work. There are factors that can vary tremendously from situation to situation. We certainly can understand the disappointment and would interject that the 10-year length of the factory part warranty demonstrates our confidence in all parts of the system. Regretfully the costs associated with replacing a failed part within the ten years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (ref. Warranty attached). We regret the issue that you have had with your furnace and we thank you for your understanding in this matter. 

  Customer Answer

  Date: 01/12/2025

  We are not satisfied with this response, which is the same response from Nortek provided previously and why we filed a complaint with the Better Business Bureau.  Nortek sent us two faulty parts, which drove our labor costs and why we are seeking reimbursement.  

  

  Business Response

  Date: 01/14/2025

  Thank you for your response and for sharing your continued concerns. I understand that this situation has been frustrating, and I appreciate the opportunity to address your concerns.
  As outlined in our limited parts warranty, labor charges are not covered, as the warranty specifically applies to parts only. Labor rates are determined by the servicing contractor and are independent of Nortek.

  While I understand this may not be the resolution you were hoping for, we must adhere to the terms and conditions of the warranty.

  Customer Answer

  Date: 01/17/2025

  Complaint: 22713539
  
  I have reviewed the business' response and am rejecting it because:
  
  This is the same response we received from the business previously.  As a result of receiving two faulty boards we incurred significant labor charges, which we believe Nortek should be at least in part responsible for.  To repair the furnace we used one of their authorized suppliers in the area.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/17/2025

  We have thoroughly reviewed your request, as well as the terms of the legally binding warranty contract, which clearly states that labor is not a covered item under the agreement.
  After careful consideration, we must reaffirm that this policy cannot be amended or exceptions made. This decision is final, and Nordyne considers this matter resolved.
  We understand this may not be the outcome you were hoping for, but we are committed to maintaining consistency in upholding the terms of our agreements. If you have any further questions about your contract or need assistance with other matters, we remain available to support you.
  Thank you for your understanding
  

  Customer Answer

  Date: 01/18/2025

  Complaint: 22713539
  
  I have throughly reviewed the business' response and am rejecting it because:
  
  It is an incredibly poor way to treat consumers which is why we filed the complaint and would like our grievance on the record. We incurred $600 in service charges and were without heat for three days with newborn baby due to a Nortek furnace that was less than two years old and two faulty parts from Nortek. If the replacement part had worked properly it would have cost us significantly less and our heat would have been restored much more quickly. Nortek claims to stand by its products and customers but takes only limited accountability when they fail. If this is a unique / exceptional circumstance than they should treat it as such and revisit their policies and procedures. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/05/2024

  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 had Nortek VRF installed in March 2020. 7 of the 8 units in our attic have freon leaks. Our HVAC installer has used dye and taken pictures and video showing explicitly where the units are leaking and clearly a manufacturing issue. The warranty claim was submitted almost 3 weeks ago and we are in the middle of a Texas summer with 100 degree days and we still do not have any action. Our HVAC installer has reached out numerous times complaining and urging Nortek on our behalf as our house is unlivable in these temperatures with no HVAC. Still no response and no urgency by Nortek.

  

  Business Response

  Date: 08/06/2024

  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.
  
  If you would like to call ************** to discuss this situation with the warranty department

  Customer Answer

  Date: 08/08/2024

  Serial numbers attached.   There was one i don't have access to yet.

  

  Business Response

  Date: 08/14/2024

  Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner.   If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacturer (Nortek Global HVAC).
  
  Everything must go back on the same path as the unit was purchased. Claims, parts, and equipment must go through distribution. 
  
  Please contact AACA for this situation and AACA will file a warranty claim with Nortek Global HVAC.  Their phone number is ************. 

  Customer Answer

  Date: 08/14/2024

  Complaint: 22095910
  
  I have reviewed the business' response and am rejecting it because:
  
  This is an unacceptable response as ****** knows very well that the installer filled a claim over 3 wwwks ago with full picture and video evidence of the issues.  This is a continued attempt by Nortek to delay and delay and attempt to not meet their clear  obligations under the warranty.  If we don't get a response and replacement immediately, our lawyer of filing suit for damages as we are enduring 100 degree temperatures for over 3 weeks with absolutely not response from Nortek.

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

  

  Business Response

  Date: 08/15/2024

  After looking into all 5 serial numbers, I show a call ticket and on one; BDK160400354.  It appears that we authorized a replacement unit on 7/9/24 through AACA.  AACA would provide that unit and file the claim.  You would need to call AACA to see where the replacement unit is.

• Initial Complaint

  Date:06/17/2024

  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.

  In Sept of 2022 I purchased an outside air conditioner compressor along with the complete furnace assembly for inside the house.Warranty was 10yrs for replacement if it fails....1st year labor allowance I live in upstate NY and the unit was not used hard for the first summer (I have downloaded weather records for proof). This unit was used less than 4months total and had catastrophic failure when first used this May (which put it past 1yr **** for full coverage).The contractor even stated he has never seen one fail the way this one did, and he has been in business 39years.I contacted customer service and spoke to ****** @ ************ (they would not give me anyone's last names or email addresses?She said the warranty manager would call me. I left several more messages and got no response. This is particularly concerning given that the model in question was discontinued, indicating a potential lack of reliability or known issues with this product.I request a full refund of the labor costs paid, totaling $1,706.40, due to the failure of the original unit.

  

  Business Response

  Date: 06/18/2024

  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts ONLY warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.
  

  Customer Answer

  Date: 06/21/2024

  per the request here is the info

  Model # VSA1BD4M1SN36K. Serial # *************

  

  Business Response

  Date: 06/25/2024

  I apologize for any inconvenience you may have had with your Airtemp system.  The warranty on these systems is a 10-year limited parts-only warranty.  If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for 10 years.  Labor, refrigerant, and shipping charges are not covered under the limited warranty.  You mentioned in your complaint that labor was covered for 1 year, it is standard in the **** industry that labor is covered by the installer for 1 year but the manufacturer does NOT cover labor for any length of time.  Labor and Freon are completely out of our control as the equipment manufacturer.  These rates are set by the servicer doing the warranty work.  There are factors that can vary tremendously from situation to situation. We certainly can understand the disappointment and would interject that the 12-year length of the factory part warranty demonstrates our confidence in all parts of the system.  Regretfully the costs associated with replacing a failed part within the ten years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (ref. Warranty attached).    

  Customer Answer

  Date: 06/26/2024

  Complaint: 21863009
  I am rejecting the provided response for the following reasons:

  Premature Failure: The unit failed after less than 4 months of use, which is significantly short considering the expected lifespan and reliability of these products. I have attached documentation showing the limited usage and the details of the failure.
  Inadequate Warranty Terms: The current warranty terms do not address the unexpected and early failure of this unit. Given the circumstances, it is reasonable to request coverage for labor, refrigerant, and shipping costs associated with the replacement.

  Request for Escalation:

   I kindly request that this matter be escalated to a higher-level customer service manager or the companys executive support team. This unit's premature failure suggests a manufacturing defect or an unexpected issue that warrants an exception to the standard warranty terms.

  Request for Policy Adjustment:
  Given the short duration of use and the significant inconvenience caused, I am requesting a policy adjustment or an exception to the standard warranty terms to cover the costs of labor, refrigerant, and shipping. Addressing these costs would be a strong demonstration of Nortek Global HVAC's commitment to customer satisfaction and product reliability.
  
  
  I appreciate your understanding and prompt attention to this matter. I look forward to a positive resolution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2024

  I am the sole source for resolving these matters.  It is my responsibility to provide consumers with our position regarding all warranty matters. I have reviewed the call logs and this complaint, and our position would remain the same as our previous response.  You are requesting that we cover labor which is excluded under our limited parts only warranty.  It is #1 on the warranty document and as well as bolded in the 1st paragraph.   As mentioned before labor is not covered as they are completely out of our control as the equipment manufacturer.  These rates are set by the servicer doing the warranty work.  Our recommendation would be to discuss these charges with the company who you purchased the equipment from and who is now charging you these fees, as it is standard in the industry that the installer cover labor for the 1st year.  

  Customer Answer

  Date: 07/05/2024

  I do not agree with this company and their policies and will use social media and any other means to warn potential customers they will make a big mistake by any purchases from Nortek...this is the worst customer service I have ever encountered. 

• Initial Complaint

  Date:04/11/2024

  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.

  Already filed a complaint about 1 company over this. I did find out the unit is a Nortek. The company I had to deal with on my ac unit is now Nordyne HVac. I think in *** the number is **************. They do not want to do anything about my unit that Ive had to put Freon in the past 6 years The lady I talked too was rude and kept telling me it was the technician that I had come they couldnt find a leak. Ive had at least 4 different people check it. It should be their responsibility to fix it. Please help.

  

  Business Response

  Date: 04/12/2024

  
  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.

  Customer Answer

  Date: 04/12/2024

  Here is a pic of the serial number.   I just want to know if anyone else has had this many problems their unit.    I just tired of paying money every year.   Thank you

• Initial Complaint

  Date:02/04/2024

  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.

  I had a part on my furnace go out, it was less than 30 days past the warranty (5 years) I called and they said they would ***** me refund because it was within 60 days!! Great!!!Not great because they told me the company had to use their part. Im sorry it was already fixed and it was 50 degrees in my house and I needed to keep my infant warm and keep from my pipes freezing.

  

  Business Response

  Date: 02/05/2024

  To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.

  Customer Answer

  Date: 02/06/2024

  Complaint: 21246114
  
  I am rejecting this response because:
  
  Here is the serial number ************. My problem with the whole situation is that I was offered 60 days grace ****** after warranty. When my servicer looked this up it wasnt noted anywhere! It was freezing in my house and the part needed to be repaired at 9 pm at night. There was no time for them to contact your company otherwise I would have been dealing with freezing pipes and an infant who cant survive in the cold. 
  it is very unfortunate it had to end up us paying because we didnt use your part. Had that been stated somewhere we would have. But even then, in most cases theres not enough time to wait for the company. Very unfortunate to say the least. 

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

  

  Business Response

  Date: 02/07/2024

  I would like to apologize for the difficulty you have experienced with your unit,(KGG180543705). I did locate the email exchanges that you and I had in December.  Nortek's position would remain as stated in the following email as to why we are unable to cover this item under warranty. 

  We would not be able to honor this coverage for two reasons.  The first is the system is out of warranty as you are the second owner and the coverage would revert to the unregistered coverage, which would have expired on 10/16/2023.  The second reason is that the warranty is a part-for-part exchange, if a part fails we would provide a replacement part in exchange for the defective one.  We can only cover replacement parts that are manufactured by Nortek.  We do not cover a competitor's part, please see a copy of the warranty with the section highlighted regarding this situation.  We must honor the warranty as written.  We regret you have encountered this issue and we thank you for your understanding in this matter.

  
  

  Customer Answer

  Date: 02/08/2024

  Complaint: 21246114
  
  I am rejecting this response because:

  I don't understand why an agent told me I would quality for the 60 day grace ****** warranty.  I was given a form to fill out that said because it was within 60 days it was within grace ******.  It is a bummer to be told one thing and then have that completely change up.  

  I understand it is not part for part, but it is really unfair to make someone decide if they need to wait and potentially have their pipes freeze or wait to contact to find the repairman to use a part that was sold by the company.  Especially when I have an infant at home.  

  I feel as if my voice is not being heard. 
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/20/2023

  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 my home in December 2009,a new construction home, in march 2023,my furnace went outs had a service tech diagnose the issue and said my heater exchanger is cracked.The warranty on the furnace is ten years and twenty years on the heat exchanger itself.The furnace was built in November 5,2006.earlier this year I contacted nortek and spoke to customer service and gave them the serial number etc, and was told they no longer makes the heater exchanger and they offered me two options:option 1 they can issue me a credit for a new unit aud it will come with a new warranty, or I can get a new furnace without a warranty,(I would only have three years left on the heater exchanger, but a new furnace) nortek gave me a ticket number*******) for the new replacement to give to my tech guy once they found a distributor in chicago.When my tech gave it to **** Distributors they needed more information from Nortek.I am with my third tech guy because Nortek told my new tech guy they aren't going to replace the unit and they would only give me $500 credit.To deal with nortek, they are not customer friendly they don't want to talk to customers.My tech removed my furnace from my house on December 13,because nortek said they wanted the old unit.now today, it is cold in chicago and no one at nortek has any answers,customer service is telling me something that is different from what **** distributors is telling me.my serial number is ************ and the model number is *************.The person in customer service I talked to is shelly H.customer care and the phone number is ***** ********.I want my furnace asap!! I have been dealing with this for months.

  

  Business Response

  Date: 12/21/2023

  We spoke to **** yesterday and explained that there was some confusion with ****.  I listened to the call where **** contacted tech support and the reason for the call was unclear.  This ticket has been going on for 1 year. The first call was 12/7/22.  We reached out yesterday 12/20 to ********* with **** and explained that we WOULD cover a new unit.  The SKU they would need to order (or maybe they have it in stock) is *********.  If **** does not have this unit in stock as of today, we do have inventory.  If anyone reaches out, they just need to use ticket number ****** and all of the notes are in this ticket.  We regret that the customer has experienced issues with their unit and we thank you for your inquiry.  

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The big issue that I have with nortek is the fact my original furnace was made in 2006 and the heat exchanger had a twenty year warranty,it has took me over a year with different installers taking off from work to deal with this issue,so my new furnace is only going to have a two year warranty (heat exchanger only) and the rest of the furnace does not have a warranty.i feel to make this right,(1) nortek should of shipped me the furnace a year ago and (2) the distributors in Chicago never heard of a warranty like this one which should of been emailed to them without me emailing them,so I’m finally back in my house after staying with relatives for the past two weeks because of no heat,(in Chicago!!) I fell nortek should give me a full warranty on the entire furnace,I can deal with that,which will make me satisfied.

  
  
  Sincerely,
  
  **** ******* Jr

  

  Business Response

  Date: 01/02/2024

  We offered two options in this case when the part is no longer avail**** but still under warranty.  One, is a new unit with only the remaining warranty coverage, The other option was the wholesale value of the failed heat exchanger ($350) off of a new Nortek unit.  The homeowner would be responsible for the difference between the unit and the $350. However the new unit would receive the new warranty coverage.  The homeowner opted for option one, a new unit with the remaining warranty coverage only.  Nortek would have to stand behind the written warranty document that came with the product, attached, which states Replacement parts are warranted only for the balance of the original warranty period. 

• Initial Complaint

  Date:12/04/2023

  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.

  On November 7, 2023, warranty status was confirmed for combustion chamber failure on furnace. Replacement part was requested, then after significant delays by Nortek, it was revealed part is no longer manufactured or available. Replacement furnace was then offered by Nortek. After further delays(Dec 4) it was now requested that the defective furnace be disassembled and photographed PRIOR to shipping of replacement furnace. Nortek claims this is NOT required, while the supplier requesting furnace from Nortek claims it is required. Nortek continues to delay and push responsibility onto the supplier and contractor in an effort to avoid fulfilling warranty obligations. Warranty dept contact is extremely unhelpful and evasive and when contacted multiple time about fulfilling replacement part/system.

  

  Business Response

  Date: 12/05/2023

  I would like to apologize for any inconvenience the customer may have had with their heating system. I found call ticket ****** for ****, there have been 10 interactions on this ticket starting on 11/8/23.  I spoke with him yesterday regarding his situation.  The warranty on his unit (************) is a limited 5-year parts only warranty and 20 years on the heat exchanger.  I have attached a copy of the warranty that came with the unit.  The heat exchanger has been discontinued and we no longer manufacture this part as a result we would provide one of two options, $350 toward a new Nortek unit with a new warranty or we would provide a replacement Nortek unit and it would receive the remainer of the heat exchanger coverage only.  We require proof of the defect to provide either option under warranty.   Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner.   If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacturer (Nortek Global HVAC). Everything must go back on the same path as the unit was purchased. Claims, parts, and equipment must go through distribution. We recommend that **** contact the service company who will then contact ***** ****** to get the replacement unit ordered.  We regret that the consumer has encountered this issue, and we thank them for their inquiry and understanding in this matter.  
  

  Customer Answer

  Date: 12/05/2023

  Complaint: ********
  
  I am rejecting this response because: The canned explanation provided does not address the 1 month delay in mentioning the part failure documentation requirement over the at least 10 documented exchanges I had with Nortek.  in fact Nortek acknowledged early on, removing the part "typically costs more than replacing entire furnace due to the labor involved".  Then a month after certified technician diagnosed failure, and furnace replacement agreed upon by Nortek(Which they said in stock and would ship in 2 days, but they will respond next and say 2 days after ordered, which now has additional prerequisites not mentioned earlier), they demand customer pay technician to return, disassemble, photograph, submit to supplier, wait for supplier to submit to Nortek and approve warranty replacement PRIOR to ordering.  Nortek is aware of all of both distributer and servicer communication. Servicer and distributor has reported similarly BOTH incorrect information given or withholding of information that has hampered the process of Nortek fulfilling warranty obligations. We followed up with both the servicer and distributor each step along the way, and Nortek has clearly been the delay in this process.  The communication channel Nortek mentions of working through servicer, distributor is designed and strictly adhered to solely to frustrate and delay warranty process.  There is lack of goodwill and ethics in the interactions I have had with Nortek warranty department and ***** *******.  When mentioning the next step for resolution was a complaint with BBB, ***** mentioned she was the one who responds to "all of the BBB complaints", which is a sad statement on their business practices.  As documented in BBB complaints, this is common complaint and repeated pattern for Nortek, part of their warranty business plan.
  
  Given the delay and Nortek's behavior/responses up to this point, the only acceptable response is nothing short of:
  1) Nortek ships without further delay, replacement furnace including LP kit that was promised to match existing equipment.
  2) Nortek waives all shipment costs.
  3) Nortek includes full warranty coverage on new furnace.
  4) Nortek provides full reimbursement for labor to replace furnace since the warrantied part is no longer manufactured or available.
  5) Nortek pays all shipping and costs associated with installing replacement furnace as well as any other Nortek requested work(like disassembling or returning defective unit). 
  6) Nortek assumes responsibility for damage to residential building and contents, including from water or other related damage resulting from faulty furnace and the subsequent delay fulfilling warranty obligations in a fair and timely manner.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/14/2023

  Without photos of the defect, we are unable to provide anything under warranty.  Please have the servicer contact ***** ****** with the photos so they can place the order.   As of today, I do not show an order for ********* for ***** ******.  Right now, we do have this unit in stock, once these are gone the lead time to build one is 28 days.

  For the requests 1-6 

  1. We did make an exception to cover a LP kit which is not a covered item under warranty. 

  2. As per the warranty document attached the first sentence says "a replacement part will be provided free of charge except for freight cost which are the owners responsibility. 

  3. The replacement unit would receive the balance of the remaining warranty that the original unit had, as mentioned in the 3rd sentence of the warranty. 

  4. Labor is excluded from the limited PARTS onlywarranty. 

  5. See #2

  6. Please see #11 on the warranty document

  Again, we regret that the customer has had this issue and hope to have the servicer get the evidence of the defect asap, so we are able to resolve this situation.