ComplaintsforFujitsu General America Inc.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a mini split in June of 2019 with a 10 year warranty. In the summer of 2021 i started having issues with it loosing coolant. I had a qualified technician look at it and it took a year of trouble shooting to determine what the issue was. It was the solenoid in the compressor that was leaking. I had reached out to Fujitsu and explained the issue and they wanted to speak to the technician before honoring the 10 year warranty. He called them and spoke to them and Fujitsu only wants to replace the solenoid. The issue with that is it is very expensive for labor and if that's going after a year what else is faulty in the compressor. I had asked they replace the whole compressor as i took the time and money to prove it out and its the major part of the system. They had said only the solenoid, which is not that expensive, and no labor. I find this totally unacceptable for an item that is under warranty and only a couple of years old at this point. I want the to replace the whole unit Please help as i am older, not in good health and dont have the money to get the unit fixed. This warm weather has been taxing on my health and your help would be greatly appreciated thank you

  Business response

  07/27/2022

  We are having a tech contact them for more information so we can see how to assist in resolving the current problem. 

  Customer response

  07/27/2022

  
  
  Complaint: 17600511
  
  
  I am rejecting this response because:
  I have spoken to them and my tech has spoken to them several times
  They know what the issue is but don't want to replace the unit just components with in it which is a waste of time as the labor costs are so much more than the part that had to be replaced
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  07/28/2022

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

   

           Please understand that my technicians are only following our policies, I am the service manager and have the authority to assist you in resolving your problem. Unfortunately, we do not have any information on your case, therefore, my technician needs to reach out to you and your contractor to find and look at the history of the case to assist you.   

  Customer response

  08/11/2022

  [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 ********, I am waiting to have the issue resolved but the company has reached out to me and we are working on a resolution I find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a product of theirs (a split AC system). It does not work currently because it needs a new control board. However, the company will not give me the part number for that control board. I have a licensed professional that will install it, but I want to purchase it.

  Business response

  07/20/2022

  I will have a tech call the customer and speak to them. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Halcyon MULTI-ROOM MINI-SPLIT SYSTEM was installed by the builder in ******************************************************* March 2020 (and thus first owner of the unit). The outdoor unit has stopped working since Jan 2022 and the warranty commits that Fujitsu will cover the parts of the repair while the owner will need to pay for the labor cost. One of our neighbors has the same issue and their unit stopped working since Dec 2021. We have made all attempts to contact the local Fujitsu Elite contractors and other Halcyon trained contractors for the last five months, calls after calls, and only to find out that none of the contractors is willing to come after they learn that the units are under parts warranty. The reasons they decline the work are alike and here is quote from one of the Fujitsu elite contractors: "we need to assess if the work is profitable to us before we can commit to come. In your situation, we are likely not able to come." Since the owener is paying for the labor cost, we can't imagine how the contractors think the work is not profitable unless Fujitsu is making it difficult for them to get paid for the parts under warranty. Attempts to get Fujitsu customer service to resolve this issue but no actions have been seen, for the last many months. The Halcyon system was only in working condition for less than two years and the customer service is also making it impossible to get the unit repaired. We request Fujitsu to provide a solution immediately.

  Business response

  06/24/2022

  To whom this might concern,

   I am sorry to hear about the issues that you are having with your system. Fujitsu General America stands behind it parts warranty and can make sure the parts are available to the contractor that comes out. To further assist with the matter and help with help locating a contractor in your area, we would need a little more information.

   

   Can you please provide Model and Serial number of the system in question?

   Could you please provide the Elite contractor information, so we can flag this on our website?

   

  Please feel free to reach out to our service department for further assist at **********************************************************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I replaced the entire Fujitsu system with a new one. I used Happy Homes LLC (HH), which is rated Fujitsu Elite. Installation was completed on June 1st. I purchased AOU36RLXFZ1 and 2 ARU18RLF units from "HH". One indoor unit works well, and one failed out of the box upon installation. The serial number of the ***** unit is *********. Error code 53 "HH" sent a technician out immediately to look at it, and after 2 hours of troubleshooting, they said parts had to be replaced, or the entire unit replaced. I requested the unit to be replaced since the original unit was a lemon and never worked. After a week, "HH" said Fujitsu would not replace the unit, and they wanted HH to come out again to troubleshoot it. "HH" noted that we are at the mercy of Fujitsu, and it may take weeks to fix it. I called Fujitsu to see if they could help. One rep hung up on me, one said, "I shouldn't be talking to you," and transferred me, and the last rep *************************** said that Fujitsu doesn't replace units; they can only repair it even if the new unit never worked. He also noted that Elite status doesn't mean anything. I had to ask him several times for his name and email. I asked for a supervisor or manager, and ****** said they don't have those, and what I am asking for is unreasonable. I selected the Elite Fujitsu installer per the Fujitsu website, which enclaved trust. Per Fujitsu rep, status doesn't mean anything. Now I am in a predicament to deal with a broken AC for an extended period while it's repaired or buy a new unit myself. I have a 2-year-old toddler, six months pregnant wife, and a 70-year-old mother who all struggle to sleep at night due to the hot indoor temperature. Very unpleasant experience that I am sure Fujitsu corporate would not allow if they knew it was happening. Fujitsu customer support is refusing to support adequately and provide a quick resolution to the lemon unit.

  Business response

  06/21/2022

  I'm sorry for the issue pertaining to the unit you had installed. I know the contractor had been onsite but never contacted Fujitsu for any assistance to determine the possible issue. I am having one of my Technicians call you for your contractors information. We would like to speak directly to the contractor to see what is going on. The error you state is not a major issue and may be easily remedied without changing parts. Unfortunately, with no history or ticket of troubleshooting to look at, it is difficult to say what the issue may be. Before it is determined to give a replacement, a Fujitsu technician needs to verify the cause of the problem with the contractor. 

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fujitsu General I have a multi split unit. That has not work for more then a month for almost 3 yrs.Under warranty they have change out small parts (while I'm paying the labor). They finally stated I needed a new outside unit. Great/finally....."Oh you are now outside the warranty period" and now radio silence. If they would of fixed it correctly while under the warranty I could understand. But it never worked for any length of time. The ****** I learn about the warranty program is to run up the labor dollar and or run it out past the warranty period and stop talking, maybe they will just go away!I want the outside unit replaced as they stated the solution is. So I can get AC before it is unbearable outside.

  Business response

  05/18/2022

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

   

       I am sorry to hear of the issue with your system, I will have one of my Technicians call you for more information on your system to try and resolve your problem. please understand that my tech can only assist your contractor to troubleshoot resolve the issue.   

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Fujitsu mini split system installed years ago and it hasn't worked correctly for more than 1 season in cooling mode and barely at all in heating mode. After AGAIN having the refrigerant refilled and the system filled with dye, to the tune of almost $900, the system stopped cooling this past August. After additional pressure testing it was determined that the head unit was the cause and Fujitsu offered to replace it under warranty. 6 months have gone by and my contractor says Fujitsu has been unable to source a replacement. All attempts to resolve this have failed and I'm now considering legal action should Fujitsu fail to quickly repair the problem or replace the entire split system.

  Business response

  02/11/2022

  Thank you for contacting Fujitsu and we have received the complaint. There is little information about the unit so, Fujitsu will have a technician reach out to the homeowner for additional information or contractor information to arrive at a resolution to the issue the customer is experiencing. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 25th, 2021 I email Fujitsu directly using the email address fj-prir-ir-****************************************** about an ongoing issue with a defective AOU36RLXFZ1 multizone AC unit and was contacted by ***************************** on August 26th, 2021. To date, ***************************** and staff at Fujitsu have failed to provide proper support to resolve the issue of the AOU36RLXFZ1 multizone AC unit being able to work properly. Fujitsu has already sent out a replacement unit which was installed due to being determined as a defective product by their support and the newly installed unit continues to operate identical to the original unit. *************************** stated that Fujitsu engineers who were engaged on 10/20/2021 are looking into the issue and have failed to provide an update or response to resolve the known issue since August 26th 2021. Additionally, Fujitsu refuses to provide any assistance unless I am a certified licensed repair technician and refuses to provide any adequate support for an issue that has been ongoing and were notified of on August 25th 2021. This unit continues to malfunction to the present date and Fujitsu is not providing proper support, resolution of the product, or willing to provide proper channels of communication stating I can only work with ***************************.

  Business response

  11/08/2021

  To whom it may concern,

        Fujitsu has been in contact with ****************. We understand ******************** frustration and as I have explained to him, this is a rare situatiion that Fujitsu has not seen before. **************** states we replaced a unit already with no success and is why I have escalated the issue to QC and engineers. I have tried to keep **************** updated as they become available. Our engineers are in the process of trying to re-create the issue of ******************** system. I also informed **************** Fujitsu is looking at an alternate solution if testing can not re-create the issue he is experencing. We understand and are trying to remedy this problem as quickly as possible.

    

  Customer response

  11/16/2021

  [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:
  
  Fujitsu has responded and has made forward progress with resolving this issue. This issue is not yet resolved but is moving forward to resolution.  I will accept the current response.  
  
  Regards,
  
  *************************

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