ComplaintsforAllied Air Enterprises, LLC.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a: homeowner Account type: *Personal Information* name: *** ****** address: **** ****** *** address2: city: Firestone state: CO zip: 80504 country: United States phone: XXXXXXXXXX email: *********@msn.com *Product Information* product of interest: Air Conditioner other product: model number: 4AC13L48P-11A serial number: 1920HXXXXX comments: We had this unit installed 7/2021 and have been having issues since day one. The unit never held the correct level of refriderant do to a small pinhole in the compressor coil. Jon Rios with The Heat Exchange has been very tentavtive to our issues and concerns, however we have now been without air conditioning since mid-July and this is not acceptable service. An incorrect part was sent earlier in September only delaying the repair. This needs to be resolved! What are my options when parts are not available. Do you replace the unit with a new unit or offer an upgraded unit? I work from home and this has been the most unbearable summer in Colorado History. I need this to be resolved ASAP. Thank you for your attention to this issue. Here is the response from the manufacture. Good morning ***, We are sorry to learn of the circumstances that have made it necessary for you to contact us. Please have you contractor work with the distributor to get an eta on that part, and also see what can be done to get this resolved. Your contractor has go back to the distributor to see what can be done. Kindest regards, Monica J B***** Warranty Analyst II Allied Air Enterprises 215 Metropolitan Dr. West Columbia, SC 29170 XXX-XXX-XXXX From: *******@ducanehvac.com <*******@ducanehvac.com> Sent: Monday, September 19, 2022 6:08 PM To: Residential Rep AAC <****@lennoxintl.com> Subject: DucaneHVAC.com Contact

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */ The information provided by Ms. ****** is correct. Our warranty states on page 2 Section IV. MAKING A WARRANTY CLAIM, Item 3 "Allied Air will provide a replacement part to the Owner through your local qualified HVAC contractor utilizing an Allied Air distributor." I have attached a copy of the Allied Air Enterprises Equipment Limited Warranty. It is the distributor's responsibility to place an order with Allied Air for any warranty part and follow-up on the status of the order and once received to notify the contractor of receipt of the part. The distributor is the only one who can verify the status of their order by providing the ordering information. In reviewing the warranty status of serial number **********, the distributor filed a warranty claim for the coil on September 9, 2022 and received warranty credit for the part on September 13, 2022.

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