ComplaintsforFujitsu General America Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fujitsu system case #****** purchased on July 8th 2017. This system has never worked properly. Shortly after installation and every year thereafter we’ve had nothing but problems with little to no A/C output. System had to be refilled annually, some years more than once. We were told back in 2020/2021 the system was not holding a charge due to leaking line sets. And it took a year, after speaking with several firms, to get an installer to replace the line sets, which was done in 2022/spring 2023. After that we were total we had to rebuild or replace the A/C compressor - heat exchanger because it needed a new fan/controller board and compressor was running hot. We paid to replace the A/C compressor unit which failed after 7 days, ****** had to replace/rebuild the outdoor A/C under warranty replacing the Main controller board and Power supply distribution boards. They also recharged the system multiple times after that with a Fujitsu technician spending a day here as they tested the outside unit and in door heads. They spent many days here and in total we have gone through the last 3 summers and it is now year 4 unable to use the A/C at all and with no solution in sight. ****** is recommending replacing the two indoor heads and I want to get a response from Fujitsu to solve the issue. Last Year we spent approximately $8k. We have experienced nothing but problems with this system not cooling, and I believe ****** ********** has communicated all the details to Fujitsu via their distributor. The system was supposed to be warrantied for 10 years. As we see it this is the manufacture’s product warranty issue and ****** ********** has not been able to get an answer from the distributor, and suggest we attempt to contact them directly to tell us how we move forward to get the issue resolved. So far, no answer. If we can’t get Fujitsu to reply so we are seeking help from the Better Business Bureau to resolve this case.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The A/C unit cause a fire and damaged the area around it. There is no dealer in MASS. Luckily a fireman discovered the proble,

  Business response

  11/03/2023

  I'm sorry that ************ has experienced a fire around her unit.  Our units do not catch on fire so I would like to know the model and serial number of her unit.  If she or her contractor has called in to our Technical Support line, I would like to know the ticket numbers that were provided to her and/or her contractor.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  * Case # ****** * External unit model # AOU36RLXFZ1 My **** specialist opened this case on July 27th, so that he can get feedback from Fujitsu on how to proceed further, and get to the root cause of the malfunctioning unit. It is now Sept 5th, and despite many attempts, nobody from Fujitsu has yet connected with him to receive further guidance. I have called multiple times, asking to call the **** specialist. The typical response from Fujitsu customer support is that a TSA will call him after X number of customers, or in X number of minutes. Nobody ever calls back. Likewise, the **** specialist tried reaching out to Fujitsu several times. He is always placed on a call queue, but the result is the same...nobody ever calls him back. He also tried emailing ********************************************************** on Aug 24th. There hasn't been a response. I have been more than patient, and tried to do whatever is in my power to get Fujitsu to talk to my **** specialist. I have explained multiple times (including the email) that this is becoming a health issue for us. Will somebody landing in a hospital finally get a TSA to call back?

  Business response

  09/21/2023

  Please be aware that the homeowners claims are incorrect.  His technician received tech support on the following dates via telephone by a Fujitsu technician:

  7/20/23 - Fujitsu technician troubleshot and found that 10 amp fuse was shorted and the contractor was to check field wiring.

  8/20/23 - Homeowner called in and was told by Fujitsu that he needs a technician out to the site to troubleshoot with Fujitsu.

  8/23/23 - Contractor was told to go to distributor and ask for TSA (Fujitsu does not assign TSA's as they work for the distributors) .  That was never done by the homeowners contractor.

  If the homeowner would be kind enough to let us know what date(s) his contractor was not taken care of, I will most certainly look into it.

  Customer response

  09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a mini split unit less than 2 years ago and after spending close to $8,000 in repairs and going through a contractor suggested by this company the unit still does not work. I have been told by 3 HVAC technicians that the unit is defective(to the point that they would not work on the unit if not replacing it). The company is offering to give me a coil which the labor is close to the replacement price of the unit. After all of the attempts at repair the company refuses to speak to me (the person who purchased the unit) forcing me to go in circles with HVAC techs who cannot/will not repair the unit because the unit I received was defective. The other unit I bought at the same time does not have these issues. Thousands of dollars wasted when they could just take this unit back and provide me with a new one considering all that I have been through attempting to repair.

  Business response

  06/12/2023

  Good morning,

  Please note that we have no information to look up the history on this unit.  Please supply model and serial number so we can research.

  Thank you
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  unit is not working under warranty theydont answer there phone

• Initial Complaint

  04/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had their ** units installed at our business and they are broken more then they work. The ** contractor has been out over 12 times and still cant fix it. They had corporate representatives come out to help ** contractor but it still broke again. I cant get anyone to come fix their ** units. I just want them to work! We paid a lot of money for them and am tired of having to pay for guys to keep coming out and nothing getting fixed.

  Business response

  04/17/2023

  ******************,

   

         I'm sorry to hear of the issues you are experiencing with your system, unfortunately, you had not provided any information for me to check our system for any history on your system. That said, I am having one of my technicians reaching out to you for any information you can provide so we can assist in resolving the problem.  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Fujitsu Halcyon ductless split system with heat pumps for our house. This includes, one outdoor unit and five wall units. The system was purchased from Potter/ Veterans Heating and cooling (*********** ***) ($13873.00) and installed by them, 6/21/19. The registration I.D # is *******. The system went down the first time on 2/9/22 and remained down until 5/2/22 when we were charged $989.88 for replacement control boards, and $189 for the diagnostic visit. The units failed again in June of 2022 and remained down until August 2022, when all boards were replaced again. 10/5/22, system down again with same communication errors. Boards replaced on 10/21/22 and cooling was restored. Called tech back on 11/15 because heat was not working. The unit remained down until 12/6/22 when the Potter HVAC tech and the Fujitsu rep arrived. The rep ******* made several recommendations about the original install and suggested ordering all new boards and a fan......again! We currently are still down 1/17/2023. These units provide supplemental heat to my children's upstairs bedrooms and have been no-operational for the majority of this past year. I have reached out to the corporate offices with zero correspondence. I have been very patient but as winter temps have lowered, I am beyond upset with Fujitsu and the installer. I have requested a full replacement of the units, which has not received a response. The 4 main circuit boards have been replaced 3 times already and continue to fail.

  Business response

  01/18/2023

  Mr. *****,

   

      I'm sorry for all the issues you have experienced with your system. I will have one of my techs reach out to you for some additional information so we can assist in resolving your on going issue. 

  Customer response

  01/18/2023

  
  Complaint: 18829147
  
  I am rejecting this response because:
  
  I appreciate the response ,but I need a solid date/time or commitment. I have heard that I would be contacted previously, and I didn't hear a thing.  I would like this system fixed immediately, so we can move on with our lives. We have waited long enough to have this resolved 
  
  Regards,
  
  ************

  Business response

  01/18/2023

  i believe my technician has contacted MR. Cisco for more information already. 

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased three different heating cooling mini splits and 55head units. Two of the three work perfectly. The other one has never worked for more than 90 days continuously. The one failed within the first year and has been repaired a number of times and keeps frying circuit boards. They will only pay for parts and the unit has never ran for more than 60 days after the first repair and again has fried circuit boards currently. Fijitsu America tells me to call my distributer, and the distributer tells me to call corporate. Fijisu America has zero interest in resolving the problem with the lemon unit. I'm shocked at the level of cooperation. The unit serial number is *********. The model number is AOU36RLXB.

  Business response

  09/14/2022

  ************,

   

        I have one of my technicians calling you to explain the options for the replacement unit and will also contact the contractor as well to explain the process. 

   

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 years ago we purchased two brand new Mini-split systems for our home. On year 4, the first outdoor unit failed and was replaced. I spent $1000 on labor to have this issue fixed. Now, year 5, our second outdoor unit has failed. The **** company that diagnosed it said it would be more economical and a better option to replace the outdoor unit as a whole as the price to repair is $700-$1200, but could be more as once they open the unit that the control board, coil, and other components may have failed causing the issue. Ive been on the phone with Fujitsu who told me to email, whose email told me to call back the number that told me to email, who told me to email them again. Complete runaround. They will not pay the labor which is more than parts. However, if they wont pay for the labor, and the recommendation is that the outdoor unit be replaced, why are they not replacing it? This is the SECOND unit going in the first 5 years of normal use. *** requested to speak to a manager which has been ignored. Stated in the warranty policy they refer me to is FGAI warrants for the time periods set forth below that the system will be free of defects in material and workmanship for human thermal comfort or other approved applications under normal use and service. Well, my unit is NOT free of defects as its broken. Im looking for Fujitsu to ethically and morally replace the entire outdoor unit and I will pay for the labor OR they should be responsible for the $1000-$2000+ in repairs that need to be made again on their product. I have a family whose electric bill is off the charts for all the portable units we have running, and all that were asking is for them to replace what was recommended to be replaced to solve the problem, and they refuse. Ive tried to be polite and appropriate, but this has gotten to a point where theyre being subjective in the wording of their policies, and its not right, or okay.

  Business response

  09/14/2022

  We will have one of our technicians call to discuss all options to resolve this matter. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a mini split air conditioner heat system that that stopped working in the beginning of July. It is under warranty but can not be repaired because the condenser is not available. After several calls from the service company and I the manufacturer still can not locate the part and told me that they have no idea when it will be available and it could take 9 months . I asked for a new unit, they refused. I even offered to pay for it up front and submit receipts for reimbursement.

  Business response

  08/23/2022

  We are sorry for the inconvenience, I will have my technician reach out to see how we can help to resolve the issue.  

  Customer response

  08/23/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:

  I have been in contact with customer service several times and nothing is getting done 
  
  
  
  Regards,
  
  Rich Super

  Business response

  08/26/2022

  Mr. Super.

   

       I believe my tech reached out you and explained the process and how we would resolve the problem. He also called the contractor to inform them how to proceed but has not heard back from them. Please see below for my techs update and ticket number. Unfortunately, we can't force them to respond. 

   

  
  Ticket##******
  advised homeowner that ** for the outdoor condenser was approved due to parts unavailability of the condenser coil.
  Left voice mail for the contractor.
  (waiting for contractor to supply us with the proper information to initiate the ** process and confirm that the distributor has the condenser available) 

  Customer response

  10/07/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  

  Could you please reopen the complaint?  Believe it or not Im STILL waiting for the replacement.  Fujitsu did finally approve it last week but now because it took so long they are having a hard time finding a replacement.  This air conditioner is also a heater and with the weather turning colder I will definitely need something soon.

  
  

  Thank you 

  
  

  Rich Super 

  
  
  Regards,
  
  Rich Super

  Business response

  10/17/2022

  Fujitsu has agreed to credit the entire unit, unfortunately, we are backed up due to the issues with supply chain problems for parts and are overwhelmed with replacing units for this reason. I will make sure the credit gets pushed through today October 17th. I am sorry for the inconvenience. 

  Customer response

  10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I have a few questions. Will they be mailing a check to me?  How much will it be for? My address is ****************************************************************. I know that they said that they will process on the 17th but how soon will I receive the refund ?  This unit is the primary source of heat and ac for that part of the house which includes my daughters room so with the weather turning I would like this done asap.
  
  Regards,
  
  Rich Super

  Customer response

  10/18/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have a few questions. Will they be mailing a check to me?  How much will it be for? My address is ****************************************************************. I know that they said that they will process on the 17th but how soon will I receive the refund ?  This unit is the primary source of heat and ac for that part of the house which includes my daughters room so with the weather turning I would like this done asap.
  
  Regards,
  
  Rich Super
  
   

  Business response

  10/19/2022

  No check will be issued, Fujitsu can only credit the distributor for the unit replacement. There is no check or cash exchange, the contractor just receives a new unit.  

  Customer response

  10/20/2022

  
  Complaint: 17755112
  
  I am rejecting this response because:
  
  Im a little confused, is this now closed? All I want is a new unit or a replacement, can you please confirm that the contractor now has a new unit? 
  
  
  Regards,
  
  Rich Super

  Business response

  10/21/2022

  I have no idea if the contractor received or picked up the unit. I only know we processed the credit on 9/22. 

*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. ↩