Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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 had the minisplit placed in my home. 2 of the units have a tendency to leak, or shall I say, pour water out of them. I cannot leave them on when I am not home as I am afraid of the damage they will do. I clean the filters also, as that could be the cause. It was not a good investment. It would be nice if the company could do something about it.

  Business Response

  Date: 04/04/2025

  Good morning,

  We are sorry to hear that you are experiencing problem with your mini split system.  Unfortunately, I cannot see what units you have, if a contractor has every called in on them, nor can I check your warranty.

  Please provide us with serial numbers of the units on your property so we can look into the history of the units.

  Thank you.

• Initial Complaint

  Date:01/13/2025

  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 bought a Fujitsu mini split system 3 years ago. Its never worked correctly. I want the heat pump replaced as it has been deemed defective. The person who installed it has been out 12 times in 3 years and cant fix it. Fujitsu is baulking at replacing it even though it has a 10 year warranty

  Business Response

  Date: 02/03/2025

  Good morning,

  Please note that we have no information regarding the units except this email from **** and Fujitsu response asking for the serial numbers of the units in question.  

  We cannot help with any problem if the technician has not called in for troubleshooting and we certainly cannot see if they have called in with the homeowner providing NO information regarding the units.

  **** ******
  
  Nov 22 9:48 pm
  To: 
  

  Support

  Show more
  **** ****** ************** *********************************** wa98588 email *********************************** 94 error code installer out of business. They ve been out 8 times cant fix it. Danas heating and cooling Bremerton wa has been out 3 times cant fix it. ***** dollars down the drain. *** should i do with your garbage products
  Sent from my iPhone
  
  
  ****** ********
  
  Nov 26 7:36 am
  Good morning ****,
   I would like to apologize for the inconvenience you have encountered with the system failure. Could you please provide me with a case number established by your contractor or a serial number of the outdoor unit to investigate the matter further.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My unit ( 5 head multi halycon mini split) has failed in the past once already and we went through the contractor to the distributor who had fujitsu send a assessment team out and replaced the entirety of the outside units guts which worked initially and then failed in the same way again I had the hvac contractor back out to verify and they confirmed the same failure as last time. I have 6 kids at home and 2 disabled persons in our family and the chronic failure of this unit is leaving us without ac or heat in crucial times. I am no longer looking for a replacement but a refund so that I can get a unit that will actually work put in. If someone would contact me about options for this situation promptly it would be much appreciated....***update*** i have been in contact with the warranty supervisor who has given me the run around for a week now and still have made no progress but finally getting an open case number. Still looking for a resolution. Case # ******

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I purchased a fujitsu unit for a customer of mine 2 years ago, the customer ended up cancelling so it sat in my shop in the box for two years. I recently decided to put it in in my house, out of the box it didn't work. so I called customer support and spoke with the warranty department. I was told it was bad pcb board and that it should be under warranty because it less then five years old but they wouldn't send me a board I had to go through a dealer. so I called ******** and nobody there could pull up the unit serial number so after many days going back and forth with fujitsu and ********. I ended up after dealing with two people in the warranty department who didn't care. I decided just to buy the board out right 260 dollars. Well that didn't fix the problem not only that I was told when I called back to tech support and was told its probably a bad fan motor too. I was also told that when the fan motor goes bad it shorts out the pcb board. so now my brand new board is bad again. I would love to get some help on this. I am currently waiting on a email from manager. but its been three days.

  Business Response

  Date: 09/17/2024

  Good afternoon, ****,

  FGAI is in receipt of your filed complaint with the BBB.  

  Please note that we cannot control the actions of distributors and as HVAC Technician, you should know that the parts need to be ordered through your distributor not with the manufacturer.

  Your dealings are always with the distributor not Fujitsu.  We supply distributor and distributor supplies contractors.  As this unit was purchased 3 years ago, under a new portal, our admins and techs do not have access to that portion.  The unit in question was purchased on 11/15/21 by ******** @ ****************************************************************  As such, your unit is covered under warranty for compressor and parts (7 / 5 as it is not registered).

  Your ticket has been updated in order for you to receive the reimbursement from the distributor for parts needed.  Although I do not know which part was not covered as during the conversation with my technician, ****, you stated that ******** would reimburse you for the parts purchased.  

  I hope this addresses your issue.

   

   

  Customer Answer

  Date: 09/17/2024

  
  Complaint: 22296267
  
  I am rejecting this response because:
  There is no way to trouble shoot a unit without the help of somebody with the proper ohm reading required to test equipment. Also why would you have a tech support team if that wasnt so? Why was I not told on the first conversation I had with one of these technicians that the fan was bad when I read him the ohm reading. If you cant see the problem here then I dont know what else there is to say. I have installed over 75 ministers the ********** and with customer service like this going with them was the best decision Ive made. 
  
  Regards,
  
  **** ************

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:10/23/2023

  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.

  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

  Date: 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

  Date:09/05/2023

  Type:Product 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.

  * 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

  Date: 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 Answer

  Date: 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

  Date:06/10/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  unit is not working under warranty theydont answer there phone

• Initial Complaint

  Date:04/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.