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:03/20/2025

  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.

  Subject: Complaint Regarding Warranty Denial – Concord HVAC System Dear Better Business Bureau, I am submitting a complaint against Concord (HVAC Manufacturer) of HVAC system for failing to properly register the unit, thereby reducing my warranty coverage from 10 years to 5 years without my knowledge. Issue Details:     •    HVAC Model: BLE3M42C00NA4X-2     •    Manufacture Year: 2017     •    Installation Date: 2018     •    Problem: The unit requires a TXV valve and a 45/10 capacitor replacement. The cost of repair and installation is $1,700.     •    Warranty Issue: Due to the contractor’s failure to register the unit, my warranty was cut in half from 10 years to only 5 years—making it expire in 2023 instead of 2028. Attempts to Resolve: I contacted Concord and requested coverage for the parts only, not the installation costs, as a fair resolution. The company refused to honor the original 10-year warranty, despite the unit being installed in 2018 and the issue being a manufacturer-related component failure. Complaint & Resolution Sought: I find this to be an unfair business practice, as the failure to register the unit was not my fault but rather the contractor’s responsibility. Customers should not be penalized due to improper registration when the product itself was still under its intended coverage period. I am requesting:     1.    Concord to cover the cost of the TXV valve and capacitor parts under the intended 10-year warranty.     2.    An investigation into Concord’s refusal to honor its warranty terms when the contractor’s registration failure was beyond my control. This situation is causing significant financial burden and sets a precedent where manufacturers and contractors can evade warranty obligations due to administrative errors. I kindly ask the BBB to assist in resolving this matter and ensuring fair business practices. Sincerely, Dawn ****** ***-***-**** Current repair contractor is Bob ********** ***-***-****

  Business Response

  Date: 03/20/2025

  Thank you for your feedback!

  All Allied Air Enterprises residential equipment includes a standard 5-year manufacturer's warranty. Anyone can register online for an additional 5-year extended warranty. Please note that some state laws prohibit registration requirements. For example, Florida does not require registration to receive the extended warranty from the date of installation (proof of installation may be required).

  Your contractor, Bob **********, can obtain any necessary parts and process the warranty through our local Allied Air distributor that sold your equipment. They will use your serial number to verify warranty coverage. If Mr. ********** needs assistance finding the Allied Air distributor, he can contact us directly.

• Initial Complaint

  Date:02/18/2025

  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.

  We have a Ducane HVAC system model number 4HP15L42P-50A (Serial number: 1920J35872) that was never registered by the company that installed it and therefore have a limited warranty that I have been informed is active until September 2025. We are now having issues with various parts of the HVAC system and were told that some of the issues will not be covered by the warranty. When I asked for information outlining what is covered on the limited warranty and what is not, I was told the company does not have a document that outlines the limited warranty. We were also told the issues we were having would not be covered under the warranty regardless of them occurring due to manufacturing error, but how are we to be sure if we do not have an outline of the warranty in the first place?

  Business Response

  Date: 02/18/2025

  Thank you for contacting us with your concern.

  To qualify for the Extended Warranty, the equipment must be registered online at alliedairregistration.com within 60 days of installation. The registration process is accessible to everyone.

  As a courtesy, we have extended your coverage by an additional six months, now expiring on March 18, 2026. For any required parts or equipment, the service company can obtain them and process the warranty (if applicable) through the local distributor, Hawkins HVAC, that sold your equipment.

  If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help!

  Customer Answer

  Date: 02/24/2025

  I am rejecting this response because: the document provided was very helpful and we appreciate the extension, however, the paperwork sent does not have a list of the individual parts that are covered in each unit. I am specifically looking for which parts are covered under Heat Pump *****.
  
  Thank you for your help,
  Emma C*********

  Business Response

  Date: 02/24/2025

  The warranty documentation does not specify every part. It states that the warranty covers only operational components, meaning parts that actively contribute to the functioning or operation of the equipment, such as coils, compressors, and motors. It does NOT cover parts that do not affect unit operation, such as cabinets, vest panels, driers, refrigerant, unit accessories, and components like air filters that must be replaced as part of regular maintenance.

• Initial Complaint

  Date:02/16/2025

  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.

  My very expensive Heat Pump has never been able to be used below 40° because it always freezes solid. My installer (Dave E****) has tried and tried to make this right, but gets little to no help from allied/Dukane. This has been going on for nearly 2.5 years and my installer has asked for help, but nothing seems to work. The unit is a lemon and needs to be replaced. It has had a new circuit board, has new refrigerant at least 4 or 5 times (removed, weighed, put back in). The last time Allied/Dukane sent a part thaat my installer had to modify becasue it was the correct part. It still didnt work. I have tried to contact the company and they do not respond. I have tried to leave reviews on their web pages and they never get posted, nbiot does anyone try to reach out to me. This needs to be resolved by replacing this unit with a new unit, AND Dukane should reimburse my installer for the cost of the replacement.

  Business Response

  Date: 02/23/2025

  Thank you for taking the time to leave your review.

  At Allied Air Enterprises, we strive to build reliable equipment and wish nothing would ever fail. However, despite our best efforts and those of our suppliers, sometimes components can fail. We understand how frustrating this can be, which is why we offer an equipment warranty to help minimize your expenses during the warranty period. Please note that the warranty covers components only and does not include unit replacement or costs associated with warranty service.

  Our Technical Support team is here to assist your service provider, Dave E****, with troubleshooting and diagnosing the issue. He can reach them Monday – Friday from 8am to 5pm Central Time.

  We appreciate your patience and understanding as we work together to resolve this.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery 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 have not received a part for our heat/air unit. We habe been out of heat since 11/27/24. We started the process to get the part on aroumd 11/29/24. It is now 2/4/25 and we stil have not recieved our part that is under warranty. I have called over 20 plus times to resolve this issue. I keep getting the run around. My family and children have went without heat all winter, at times being in negative degree weather. We live in Southern illinois and it gets very cold. We have been using space heaters and our fuse box can't keep up, it's a fire hazard, and our electric bills have been over 800.00 due to this. I have documentation.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out to us with your concern.

  We sincerely apologize for the inconvenience the part issue has caused. We understand how frustrating this must be for you. Please rest assured that we have contacted the distributor your technician has been working with, and they will be in touch with your technician to resolve this matter as soon as possible, if they haven't already.

  We value your patience and understanding during this time. If you have any further questions or need additional assistance, please don't hesitate to contact us. We're here to help.

   

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because: I will not be truly satisfied until the unit is actually swapped. I have lost all faith in this company with how things had to go. I can appreciate that you finally made the decision to swap them but only after over 2 months of my family suffering. Not only to add we had to go through here in order to get it done. We had to move Christmas upstairs, haven't be able to use our downstairs most of the time. The highest electric bills I have ever received. So I can not trust they will have this swapped in an appropriate time. It is about to be cold and snow again so it could be to late for this cold snap as well. Not to mention in all this I also have to pay the technician the labor for all this. I cam promise if I ever have to buy a unit again it will not be here. The staff was helpful sure but this shouldn't of taken this long. 
  
  Sincerely,
  **** *******

  Business Response

  Date: 02/11/2025

  Thank you for your response. Please have your technician reach back out to the distributor if they haven't already spoken to them. The distributor is working to resolve this.

   

   

  Customer Answer

  Date: 02/24/2025

   I am rejecting this response because: We filed a complaint with allied air about 2.5 weeks ago because we have been out of heat since November, even though our unit is under warranty. We have been waiting nearly 3 months for them to provide the needed part to have heat. We have children and this has been the coldest winter in over a decade. We live in Southern Illinois. We were promised a new unit by Allied Air after filing a bbb report against this. Our technician has done everything on his end to order us this new unit. Yet, Allied Air, 2 weeks later, has still not sent him a ship order for this unit. It was 0 degrees outside (felt like in the negatives) and my children and I were freezing, while being sick, through horrible weather. I had to leave my water dripping from the faucets and the water dripping into my sink is turning into ice. Any kind of soap we try to use in a bottle is so thick and nearly frozen that I can barely wash dishes or provide proper hygeine for my children. We have been waiting since November. This is ridiculous and we are considering sueing this company for not only for all the money we've lost from buying space heaters we can't keep on because they keep blowing fuses (and don't near keep up in this weather), for every 700-800 electric bill (when it's usually less than 200 this time of year) to the pain and suffering my family has felt due to pure negligence. I will take this to the news if something is not done ASAP. We are not people who like to be like this. We like to give people chances and practice kindness where we can, but you go without heat with your children for 3 months and see how you feel. By the time we get this unit it's going to be Spring! So, are we going to be expected to pay labor to put in a unit in the spring when it's not even cold out anymore. I don't think we should. I wonder how it makes this company feel to know they let a family with 4 children suffer for an entire Winter? I'm sure not as bad as we felt suffering through it. Absolutely shameful. We want our unit here with time to be installed before the next snow storm is set to come through on March 4th. We would also like all labor fully covered by Allied Air. If we have to go through another spell of below freezing weather without heat, I'm contacting an attorney.
  
  Sincerely,
  Ryan M

  Business Response

  Date: 03/05/2025

  Thank you for your feedback. 

• Initial Complaint

  Date:07/16/2024

  Type:Product 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 have an Armstrong Air HVAC that was found to have a bad evaporator coil inside the 5 year warranty after causing a significant amount of property damage. We understand that labor was not included so we paid the $1788 for labor to replace the coil. After weeks of back and forth, it was determined that Allied does not make a coil that fits this HVAC system that is still under the factory. So in other words, the Allied coil under warranty cannot be replaced without essentially dismantling the entire furnace and retrofitting a coil. We could understand this situation if this unit was aged and certainly if not under warranty. It sure seems like Allied is intentionally changing designs and driving up costs to repair defective manufactured goods to reduce warranty costs. Other manufacturers make this coil and we are about to opt for another manufacturer's coil to avoid completely dismantling the HVAC unit and having to cobble sheet metal work back together. Condenser model # ************* Serial # ********** Evaporator Coil model # ************* Serial # *********

  Business Response

  Date: 07/19/2024

  The Allied Air Enterprises equipment limited warranty on a model number ************* with serial number *********, installed in a privately owned residence, covers all parts for a period of five years.  The Allied Air Enterprises’ Equipment Limited Warranty is based upon the date of component failure in relation to the original equipment installation date and covers parts only and does not include any labor, refrigerant, shipping charges or a replacement unit.  The manufacturer’s limited warranty is only through our local distribution.
  
  Allied is always making improvements to our products as technology changes and also due to requirement changes required by the federal government.  Some of these changes require changes to the dimensions of the product.
  
  As a new product is introduced, the older product no longer becomes available.  With this change, our warranty continues to cover the remainder of the existing warranty for the product with the product being replaced with the new product.
  
  The Allied warranty will cover the replacement coil but does not cover any labor costs incurred with the replacement.

  Business Response

  Date: 07/25/2024

  Allied Air Enterprises in honoring the manufacturer's limited warranty by supplying a replacement coil to the distributor when ordered.  This will be a new coil model as the failed coil model is no longer manufactured or in production.

• Initial Complaint

  Date:12/21/2023

  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 own an Allied Air heater (Model ***************, S/N **********). Installed on 10/26/2016 at my vacation home in MD. Warranty registration *******. In early October 2023, my heater failed and was diagnosed by my HVAC contractor as a failed heat exchanger. The heat exchanger is under warranty for 20 years. See page 3 of attached warranty. The warranty claim was submitted and accepted and the replacement part was ordered around October 3, 2023. The order number is ********. As of today, 12/20/23, the replacement part has still not arrived. If Allied Air can't get me a replacement part, I feel that they should give me a new heater ASAP; as it is getting very cold at my home.

  Business Response

  Date: 12/21/2023

  The order number, ********, that Mr. ************* provided was placed with Lennox not with Allied Air.  The Lennox order was cancelled by Lennox on November 1, 2023.  Mr. ************* will need to contact his service company and advise them for the heat exchanger to be covered by the Allied Air warranty, the service company will need to order the part through an Allied Air distributor not through Lennox.  When his service company is placing the order with an Allied Air distributor, the distributor needs to be notified that this is a warranty claim and a no heat situation so the part can be expedited.

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:

  Your information is incorrect.   My HVAC contractor just confirmed with the Lennox distributor that my part is still on order and has a rough shipment schedule. This coincides with information I got from another HVAC contractor that my part was back ordered until the end of December.
  

  Probably nothing you can do at this point.  Never should have gotten to this point.

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

  Business Response

  Date: 01/04/2024

  Mr. *************'s warranty is with Allied Air Enterprises not with Lennox.  In order for the heat exchanger to be covered by the limited warranty the heat exchanger will need to be ordered through an Allied Air distributor not Lennox.  Lennox is a different company and as such any components ordered through Lennox will not be covered by the Allied Air warranty.

  As I previously stated Mr. ************* will need to contact his service company and advise them for the heat exchanger to be covered by the Allied Air warranty, the service company will be required to order the part through an Allied Air distributor not through Lennox. When his service company places the order with an Allied Air distributor, the distributor needs to be notified that this is for a warranty heat exchanger and a no heat situation so the part can be expedited through Allied.

• Initial Complaint

  Date:12/06/2023

  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.

  I am the owner of an air ease hvac gas package unit under warranty. Heat exchanger failed on 11/25/2023. I called HVAC tech on 11/27/2023 to confirm heat exchanger failure. He called on 11/28/2023 and said the unit was covered under the warranty, but South Carolina Air Distributors in Greenville SC said parts would not be available until mid January. Allied Air told distributor the heat exchangers were in short supply and they are refusing to take one from the production line. Why have a warranty with a company that refuses to ship part they have on hand? This constitutes a deceptive warranty. I have called Allied Air and sent two messages with no response. I need hvac unit repaired to heat in my home. Unit model number PRP ********* SERIAL NUMBER **********.

  Business Response

  Date: 12/08/2023

  The heat exchanger was shipped and delivered on December 8, 2023 to South Carolina Air Distributors in Greenville, SC.  Mr. **** will need to have his heating and air contractor contact South Carolina Air Distributors to pickup the warranty replacement heat exchanger and return the failed heat exchanger to them.

  Customer Answer

  Date: 12/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20966200, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Millard ****

• Initial Complaint

  Date:08/29/2023

  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 an Allied Air Split System Heat Pump through Kerr Controls, St. John’s in December 2015. I have recently found out through our technician the compressor has given out. I have been told by Allied air Enterprise that it won’t be covered under warranty as they state it was a 5 year warranty. Looking at the warranty it states Parts/Compressors for a total of 10 years. I have attached the serial number and warranty page for your review. Any help on this matter would be appreciated. ******** ****** ************

  Business Response

  Date: 08/29/2023

  The Allied Air Enterprises equipment limited warranty on a model number 4SHP14LE142P-6 with serial number **********, installed in a privately owned residence, covers all parts for a period of five years  The Allied Air Enterprises’ Equipment Limited Warranty is based upon the date of component failure in relation to the original equipment installation date and covers parts only and does not include any labor, refrigerant, shipping charges or a replacement unit.  The manufacturer’s limited warranty is only through our local distribution.

  Since Mr. ****** did not register his Allied products for the extended parts warranty within sixty (60) calendar days the basic five (5) year limited warranty applies.  Mr. ******'s unit was manufactured during June, 2014.  Since Mr. ****** states that his unit was purchased in December, 2015 his warranty expired in December, 2020.

  I have attached a copy of the manufacturer's limited warranty that was included with his unit.  Mr. ****** provided the second page of the warranty that states in the Requirements for Coverage that the product must be registered at www.alliedair.com which his products were not registered.

   

  Customer Answer

  Date: 08/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I am not satisfied with the response from Allied Air, is there a way for them to compensate somehow with a reasonable price for replacement parts? I have tried several times to register this system but it failed each time.

  The system failed for me to register this and now I miss out on the extended warranty with no fault of my own. I am asking for a reasonable price to replace the compressor.

  thanks

  ********

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

  Business Response

  Date: 08/30/2023

  Allied has a database of all attempted registrations on a serial number.  Mr. ******'s serial number for his unit does not show that it was ever attempted to be registered. We also checked by his last name, city and postal code with no results.

  On the warranty documentation our toll-free number is listed. If Mr. ****** needed assistance with the registration he would have been able to call.  Since his compressor is no longer covered by the manufacturer's limited warranty, Mr. ****** will be responsible for all costs associated with the replacement of the compressor.

• Initial Complaint

  Date:08/08/2023

  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.

  This is by far the worst customer service warranty service I or the HVAC technicians I worked with have experienced. I had a full system installed eight years ago. Because of this, I received a ten-year warranty on parts. I have the warranty certificate. My system started to slowly stop cooling and I had a tech come out and look at it. The lines were dyed and it was determined that there was a leak in the inside condenser coil. Since the system was under warranty the tech informed me that his company would take care of acquiring the part under warranty. Two weeks later I receive a call from the company letting me know that they are struggling to get an answer from the company. Every time they call the company they receive a different answer. Sometimes they can't find the certificate, sometimes they get referred to another number that then tells them to call the first number they called. They ask me to try and call. I call and spend 3 hours on the phone trying to get an answer on receiving the warranty part. I am tossed to different numbers that eventually lead to the same number in the first place. One agent says they can't find my warranty certificate and another finds it immediately. The HVAC tech I am working on does not want to continue to work on the project because of the difficulty of acquiring the warranty part. The HVAC company tells me they have never had this much difficulty with a warranty part in their twenty years of experience. I hire another HVAC company and they have the same difficulties. They talk to another Allied customer service agent and are given a list of two stores that they can go to and pick up a replacement part. He calls both stores to arrange to pick up the part. The stores tell the HVAC they are not Allied dealers and do not carry their parts. This tech also lets me know in his thirty years of experience he has never had this bad of an experience with trying to acquire a warranty part.

  Business Response

  Date: 08/15/2023

  We apologize for the issues that have occurred for Mr. *******.  Allied needs verification of which coil has the leak.  Is it the evaporator coil inside the home or the condenser coil in the outdoor unit?  We also need to know the name of the contractor who is servicing Mr. *******'s unit.  Once we have this information we can work with our distributor in West Memphis, AR and provide them with Mr. *******'s contractor information.  Mr. *******'s service contractor will need to contact the distributor to order the failed component and the distributor will process the warranty claim for the failed component.  After we have spoken with the distributor we will provide the distributor's contact information.

• Initial Complaint

  Date:05/10/2023

  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 a brand-new AC unit from ********** Air. Since the purchase of this unit, I have paid for a warranty on parts, labor, and yearly routine maintenance performed by **********. This unit has had 2 manufacturing defects in the attic unit. Summer of 2022, we had water damage to the electrical unit in the attic. This was a manufacturing defect. There was no actual water damage from the roof; the issue was resolved. Fri, April 28, 2023, the unit again stopped working. The ********** tech said the outside unit blew a coil. I paid $555 dollars for the trip and refrigerant to get me through the weekend. Sat, April 29, the unit stopped working again; ********** came back out. This time the tech found the pressure needle in the attic unit was stuck. It was working properly the day before. This pressure needle intermittently sticking was a manufacturing defect causing the pressure to rise in our outside unit blowing a coil. Thur, May 4, ********** states the estimate from Allied Air Enterprises (AAE) is nearly $1000. This estimate includes a procurement charge of $250 and nearly $600 in refrigerant. Fri, May 5, the service manager for ********** told me they have contacted their AAE reps to get an estimated delivery date for the parts. He also stated the expedited shipping cost was going to be $285 with delivery in 2-3 weeks. As of Tuesday, May 9, AAE is still telling the service manager the shipping cost and estimated delivery are the same. My issue, besides the fact that the 2-year-old unit that I am still paying for is malfunctioning, is I am being held financially responsible for issues to a unit that is outside my control. This unit was installed properly, has had routine maintenance, and is in an appropriate environment to work correctly. I want AAE to cover the cost of the shipping and refrigerant needed. I have contacted AAE 3 times since Fri, April 5. My family has been without air conditioning in the Texas heat for the last 13 days and counting.

  Business Response

  Date: 05/12/2023

  The Allied Air Enterprises equipment limited warranty on model numbers 4SHP16LS136P-3 and BCE7S42MA4X-50 with serial numbers ********** and **********, installed in a privately owned residence, covers all parts for a period of ten years.  The Allied Air Enterprises’ Equipment Limited Warranty is based upon the date of component failure in relation to the original equipment installation date and covers parts only and does not include any labor, refrigerant, shipping charges or a replacement unit.  The manufacturer’s limited warranty is only through our local distribution.
  
  I would like to take this opportunity to explain the difference between equipment and extended warranty warranties. The equipment’s warranty covers the components only, not the labor.  An extended warranty covers the cost of labor involved in the replacement of an in-warranty component and the cost of an out-of warranty component and the associated labor costs.  Usually the installing company will offer an extended warranty in conjunction with the purchase of a new system.  Most installing companies do offer extended warranties that would cover the labor and out-of-warranty components costs involved in repairs made during the first five or ten years.  While it has been our experience that the services available from contractors can vary, most contractors do offer additional warranties that would cover the costs involved in repairs such as this.  I realize that purchasing a warranty at this point does not help your current situation.  However, during your contractor’s next maintenance visit, you may wish to request information regarding their available warranties.

  I sincerely regret the fact that you have experienced the added expenses detailed in your complaint.  However, we cannot honor your request for reimbursement.  

  I have attached a copy of the manufacturer's limited warranty.