We would like to apologize for any inconvenience you may have had with your systemYour registered unit carries PART coverage for yearsWe are showing an install date of 7/12/14, therefore your unit would be covered under the limited parts warranty until 7/12/Labor, refrigerant, and shipping charges are not covered itemsI am showing claims on your unit one on 12/19/for an expansion valve and one on 4/23/for an A-coilIf you would like to send in any information you have on the service history on your unit, along with whatever the new servicer finds when he diagnosis the equipment, we can review itWe have no authority or leverage with contractors - they are all independent business and have no allegiance to any given manufacturer [redacted] HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeownerIf something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, the distributor would contact the manufacture ( [redacted] Global HVAC)In your case we sold your unit to [redacted] who then sold it to your installerIf you would like to speak with [redacted] regarding this issue their number is [redacted] We regret you have encountered this issue and we thank you for your understanding in this matter
Initial Business Response / [redacted] (1000, 13, 2015/08/05) */ Hello, We would need the serial number of the unit to determine the warranty coveragePlease provide the serial number so we are able to assist you Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/06) */ Per request of Nordyne Unit: 90% Furnace Model# [redacted] Serial# KGDXXXXXXXXX Condenser sheer Model# [redacted] Serial# FSDXXXXXXXXX
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ I have reviewed the information in the complaint from Mr [redacted] I show he has serial numbers, none of the units have any warranty claims on themThe equipment is still within the year warranty timeframe so the customer isn't requesting that we reinstate a warranty that has already expiredBased on this information we will allow these serial numbers to be registered for the full year warrantyThis is a one-time exception in this case onlyI will have someone contact Mr [redacted] to register his equipment Thank you [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ We have agreed to allow claim on this serial number outside of the warranty timeframeThere is a note from 6-18-stating we will allow this claimPlease contact the servicer in regards to fixing this unit
Complaint [redacted] I am rejecting this response because: the response was untimely at bestI was without heat for over weeks for an answerI was in constant contact daily with the company as well as filing a Revdex.com complaintThe cost of replacing the coil was not economically feasible due to shipping and labor costsLimited warranty is inadequate, it could set a schedule for labor costs to protect manufacturerI was offered a cost reduction of new unit for cost of coil but I had to negotiate directly with distributor, which is something the average consumer has no experience withThe distributor would not work with me because he stopped dealing with Nutone due to numerous issuesCompany (Nortek) did nothing to help and was very rude to me during customer service calls.S Several customer reps were not only rude but did not follow up with phone calls and messagesWarranty manager was always in meetings and hard to get in touch withDue to lack of support I was forced to purchase a new systemI chose a unit other than NortekI am asking for cash value of defective coilIf company had worked for me with the distributor, I would have accepted the discounted unitThe company basically did nothing for me even though I had major component failures within months of purchasing this unitMy contractor even called the company and discussed all the issues that I had with the unitThe contractor stated this unit had extreme manufacturing issuesAs a consumer, I should have protection from manufacturing "lemons" Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The year warranty is provided upon purchase, if you send in a registration paper (to register the product), which I "DID DO" The company either "LOST" or "MIS-SPLACED" that registration paper, which I should not be held accountable for This is not an acceptable response and I would still like to pursue having the year warranty honored As a small business owner in the Tampa Bay area, I expect to be treated with the same respect and prudence that I treat each of my customers/clients with and will not accept anything less This is another example of "BIG" business trying to bully the little consumer and I will not stand for it Please let me know what our next steps are to continue pursuing this warranty claim Also, I am in the initial steps of understanding how to contact our local news channel 8, which has an "ON YOUR SIDE" segment to assist consumers that are being mistreated by big corporations Thank you very much for your help in this matter and I really appreciate what the Revdex.com stands for! All the best, always, [redacted] * [redacted] , [redacted] TM Mobile: [redacted]
We would like to apologize for any inconvenience the customer may have had with their system This unit carries a limited year part warranty Should a part fail due to a defect in material or workmanship Nortek HVAC would provide a replacement part for years If Fenco supply does not have the part in stock the servicer could check with other local distributors to see if they would have the part in stock For a list of distributors the customer or dealer could call [redacted] We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ This unit carries part coverage for five yearsIf a licensed contractor determines a replacement part is required to repair the system, he can obtain a replacement part at the local distributorLabor, refrigerant, and shipping charges are not covered items under the limited parts only warrantyPlease see attached copy of warranty, page 3, the third sentence states "The owner is responsible for all labor and refrigerant charges." If the charges for which you are requesting include the part cost the servicer would need to file a claim with the local distributorIf the charges are for labor, freight, or Freon those items are not covered under the limited warrantyWe indeed regret that you have encountered this issue and thank you for your understanding in this matter
We would like to apologize for any inconvenience the consumer has had with their HVAC system The warranty on this system, [redacted] is a limited year parts only warranty If a part should fail due to a manufacturing defect, Nortek Global HVAC provides a replacement part for years We are showing an install date of June of 2010, therefore your unit would have been covered under the limited parts warranty until June of The customer has requested an exception to the warranty policy.Unfortunately the time frame to register has expired Nortek Global HVAC must stand behind the written warranty document that comes with the unit As indicated in the attached copy, your warranty reverts to five years of parts coverage as the warranty was not registered within the allotted period of time A third party company AIG could sell an extended warranty that would bring this unit to year parts and also include labor coverage for years, their number is [redacted] We regret that the customer has encountered difficulty with the product and we thank you for your understanding in this matter If you have any further questions please let me know
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Customer called at 7:PM, Sunday, May as their AC unit was not coolingCustomer was advised that there would be a $115/hrcharge to service her unit Technician was dispatched at 8:and arrived at 9:He completed the call at 9:PM The cost of the parts and labor was $Paid by check at the time of serviceThe parts replaced were wear and tear parts Our customer purchased the unit on 2/3/and has a Maytag Manufacturer Warranty (Year) for parts and labor but wear and tear parts are not part of the manufacturer warrantyThe warranty does not cover after-hours labor chargesThey have a manufacturer warranty The Maytag Manufacturer Warranty filed bankruptcy and is now handled by an insurance carrierWe would have to file any claim with the insurance carrierSince this was an after-hours call and wear and tear parts, they will probably not cover the claim Our customer service manager has communicated with our customer at least times and advised her that we would file a claim and if successful, we would return any money collected to her We have filed a claim with the insurance carrier and they will not cover the claim because of wear and tear parts and after-hours callIn order to try and satisfy our customer, we have filed a special request with Nordyne (company that now owns the Maytag brand) to see if they would take care of the claimThe only amount that Nordyne might cover is for the part, they will not cover labor We have advised the customer as to what we have done to try and secure a warranty payment and are waiting on a reply from NordyneAny money received will be refunded to our customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ This response was taken verbally by the Revdex.com: My Warranty is through Nordyne/NortecPlease transfer my complaint to the warranty company so that I may receive a refund of the partsI am hopeful that I will also receive the after hours callI believe that I originally filed against the wrong companyThis complaint should go against the manufacturer warranty company because I believe I should receive reimbursement for parts as per my warranty contact [redacted] & [redacted] Services has been trying to get a refund from Nordyne and it has been refusedI believe I am due this reimbursement from my warranty company, NordynePlease see the below address for the warranty company and transfer my complaintMy Serial number is #PSD XXXXXXXXX Nordyne [redacted] O'Fallon, MO XXXXX XXX-XXX-XXXX direct number Final Business Response / [redacted] (1000, 20, 2015/08/05) */ Hello, We would need the serial number to determine coverage on this productPlease provide the serial number so we may look into this case Thank you, [redacted] Final Consumer Response / [redacted] (2000, 33, 2015/09/17) */ We finally got it straightened out and we got part of our money backWe got the check about two weeks ago and are satisfied with the resolution
We would like to apologize for any inconvenience the customer may have had with their system The warranty on the outdoor unit is a limited year parts only warranty if installed by itself and a year limited parts only warranty if installed with a Nortek manufactured indoor coil or air handler The unit provided in the complaint, [redacted] , was registered by itself without and indoor section We would need to know the indoor serial number to clarify if this system has a or year limited parts only warranty If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part only, we would not replace the entire unit because of a part failure Labor, freight and Freon are not covered items under this limited warranty; please see attached warranty document that came with this unit Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We are not showing any claims on your system However the servicer has days from the date of servicer to file the warranty claim I reviewed the call ticket from when Mr [redacted] contacted us on August 30th and at that time we were asked why is was taking so long to get the replacement part We informed him that Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacture (Nortek Global HVAC) Everything must go back on the same path as the unit was purchasedClaims, parts, and equipment must go through distribution In this case we don't know if the servicer didn't order the part from AACA in a timely manner, or if AACA didn't order the part from us in a timely manner What we would need in order to investigate a parts order is the PO number where AACA ordered it from us We could then let Mr [redacted] know what date that order was placed with us The customer requested that we replace the unit and pay for a hotel bill It is Nortek Global HVAC position to honor the warranty on the equipment The warranty addresses the product only and would not cover incidental charges that may have occurred because of a part failure Nortek would continue to honor limited parts warranty on this system We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter.Thank you [redacted]
I would like to apologize for any inconvenience you may have had with the installation and/or registration of your product. Unfortunately the time frame to register has expired. Nortek Global HVAC must stand behind the written warranty document that comes with... the unit. As indicated in the attached copy, your warranty reverts to five years of parts coverage as the warranty was not registered within the allotted period of time. Should you be interested a third party company, ***, could sell you an extended warranty that would bring your unit to 10 year parts and also include labor coverage for 10 years, their number is [redacted] . Thank you for your understanding in this matter. Thank you, Warranty
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We would like to apologize for any inconvenience you may have had with your systemYour unit carries PART coverage for five yearsWe are showing claim on your systemThe claim was for a drain pan on 9/12/Nortek would continue to honor the year parts warranty on this systemAs the manufacture of the product we do not provide labor coverage, so we are not able to extend labor coverageAIG is a third party company who could sell you an extended labor warranty which would cover any labor should a part fail in the futureWe regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Nortek Global is in receipt of your complaint To properly identify the products, please provide the complete serial number for each piece of equipmentFor your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require serviceI will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork Please call [redacted] to discuss this situation with the warranty department Thank you [redacted]
I would like to apologize for any inconvenience the customer may have had with their Gibson system The warranty on this system is a year limited parts only warranty If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for years Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We certainly can understand the disappointment and would interject that the year length of factory part warranty we feel demonstrates our confidence in all parts of the system Regretfully the costs associated with replacing a failed part within the years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (refWarranty attached) We regret that the customer has encountered difficulty with their product and we thank them for their understanding in this matter
We would like to apologize for any inconvenience the customer may have had with their system This unit carries a year part and labor warranty and years on the compressor We are not showing any claims on your system We would suggest that the customer call the distributor that we sold the unit to, [redacted] at [redacted] , for the name of a service company who can replace the compressor under warranty It appears that the compressor would be covered however the labor to install the compressor would be the customers responsibilityNortek would continue to honor any valid warranty claims on this system We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Complaint: [redacted] I am rejecting this response because: WOWThis is unbelievable I texted [redacted] yesterday as soon as I received this response and I asked who did [redacted] speak to at ***, her response was "I don't know" next response "why"I guess this is like the first number Ms [redacted] gave us to [redacted] in FT worth, which was a bail bonds phone number and I already knew it had been closed for two yearsI already spoke with [redacted] in Burleson last week and they said they would get the coils, but I had to purchase the coils and pay the $Admin fee Eventually, I would get a refund back for purchasing the warranty partbut no time line on when that would occurI WILL NOT PAY FOR A MANUFACTURER WARRANTY PART, I COULD NOT EVEN AFFORD TO DO THAT WITH THE AMOUNT OF FAILURES I HAVE My first correspondence with regards to the defective coils was with [redacted] (Nortek Rep) in early February of The lack of my ability to effortlessly be able to obtain warranty parts for my customers began in early Feb And now it is February 2017,still dealing with thisI have compiled letters, emails, texts, and recorded phone conversations that I've had regarding Nortek, and will be forwarding to the Revdex.com, so they can get a full grasp of not only the financial loss, along with the consumption of hours upon hours of my time, dealing with issues regarding their productstime, I can never get backAlso, these conversations will show the enormous amount of physical and emotional stress, and the lengths at which I have gone, even with resistance by Nortek and their distributors, so that I may uphold my year excellent reputation with my customers.This is not about a to 5% fail rate of a manufactured product, but rather more in the range of to 70% within the first one to three years, as many other contractors and consumers can attest toSadly, Nortek has known about this problem for several yearsIf the fail rate had not been so high, then we would not be having this conversation todayToday, I need confirmation that I will be able to obtain the warranty parts within a reasonable distance, and without having to pay any kind of administration fee Once this can solved, then we can address, the financial loss my company has suffered.Today it will be degrees, I have got to start replacing these warranty partsRight now I have known coils to be leaking, you figure and average time of hours each to replace hours divided by a hour work week is WeeksI'm running out of time summer is near Sincerely, [redacted] ***
We would like to apologize for any inconvenience the consumer may have had with their systems We would also like to apologize for the lack of response from Mr [redacted] as he has retired The warranty and claim history on these systems are as follows:System 1Install date 8/19/[redacted] Drain pan 5/23/ [redacted] Motor 11/30/[redacted] No claimsyear limited parts warranty System 2Install date 10/18/[redacted] No claims [redacted] Motor 6/28/10; Exception of $labor paid to homeowner 4/25/[redacted] No claimsyear limited parts warranty System 3Install date 5/11/[redacted] Coil 10/25/[redacted] Motor 2/25/[redacted] Refvalve 5/11/year limited parts and labor warranty This system wasn’t registered, therefore someone purchased an extended labor warranty on this system to get to the year coverageIf a part should fail due to a manufacturing defect [redacted] Global HVAC would provide a replacement part for years Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We certainly can understand the disappointment and would interject that the year length of factory part warranty we feel demonstrates our confidence in all parts of the system Regretfully the costs associated with replacing a failed part within the ten years are not part of the manufactures warranty coverage, unless a Buyer Protection Plan had been purchased when new as with system #As stated above an exception was made to the homeowner in 2013, in the amount of $This accommodation was outside the terms and conditions of the limited part only warranty If the servicer needs assistance in diagnosing the equipment they can contact our technical support group at [redacted] [redacted] HVAC will continue to honor any valid claim presented to us We regret that the customer has encountered this issue and we thank you for your inquiry and for your understanding in this matter
Complaint: [redacted] I am rejecting this response because:I was told the required part was not available and the manufacturer was going to have to build the part firstI personally haven't done business with Fenco but my electrician has and I feel sure that if Fenco could have gotten the part I needed they would haveHow much longer do I have to wait for this part? Warm weather will be here soon and I have no air conditioningNot only am I having to wait for the part but I will also have to wait, after receiving the part (if I ever do) to schedule a time with the electrician to replace the partIt is also my understanding that my electrician will have to practically take the the unit apart to replace this so that will also take timeIn the mean time I'm having to do withoutI don't understand why this process is taking so longIf the manufacturer had just agreed to replace the entire outdoor unit this problem wouldn't have become the major issue it has and I would have air conditioningHow much longer do I have to wait? Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ We would like to apologize for any inconvenience you may have had with your systemYour unit carries PART coverage for five yearsThe install date based on your letter was 10/16/09, therefore your unit would have been covered under the limited parts warranty until 10/16/Attached is the copy of our screen showing that the system wasn't registeredIf you have a registration confirmation that you received when your registered the product we could take a look at that in order to see why the registration isn't showing up in our systemLabor, refrigerant, and shipping charges are not covered itemsWe are not showing any claims under the serial number below in our systemWe would suggest you contact the service company who is coming out to your home to discuss why they haven't been any warranty claims filedWe regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter
We would like to apologize for any inconvenience you may have had with your systemYour registered unit carries PART coverage for yearsWe are showing an install date of 7/12/14, therefore your unit would be covered under the limited parts warranty until 7/12/Labor, refrigerant, and shipping charges are not covered itemsI am showing claims on your unit one on 12/19/for an expansion valve and one on 4/23/for an A-coilIf you would like to send in any information you have on the service history on your unit, along with whatever the new servicer finds when he diagnosis the equipment, we can review itWe have no authority or leverage with contractors - they are all independent business and have no allegiance to any given manufacturer [redacted] HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeownerIf something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, the distributor would contact the manufacture ( [redacted] Global HVAC)In your case we sold your unit to [redacted] who then sold it to your installerIf you would like to speak with [redacted] regarding this issue their number is [redacted] We regret you have encountered this issue and we thank you for your understanding in this matter
Initial Business Response / [redacted] (1000, 13, 2015/08/05) */ Hello, We would need the serial number of the unit to determine the warranty coveragePlease provide the serial number so we are able to assist you Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/06) */ Per request of Nordyne Unit: 90% Furnace Model# [redacted] Serial# KGDXXXXXXXXX Condenser sheer Model# [redacted] Serial# FSDXXXXXXXXX
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ I have reviewed the information in the complaint from Mr [redacted] I show he has serial numbers, none of the units have any warranty claims on themThe equipment is still within the year warranty timeframe so the customer isn't requesting that we reinstate a warranty that has already expiredBased on this information we will allow these serial numbers to be registered for the full year warrantyThis is a one-time exception in this case onlyI will have someone contact Mr [redacted] to register his equipment Thank you [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ We have agreed to allow claim on this serial number outside of the warranty timeframeThere is a note from 6-18-stating we will allow this claimPlease contact the servicer in regards to fixing this unit
Complaint [redacted] I am rejecting this response because: the response was untimely at bestI was without heat for over weeks for an answerI was in constant contact daily with the company as well as filing a Revdex.com complaintThe cost of replacing the coil was not economically feasible due to shipping and labor costsLimited warranty is inadequate, it could set a schedule for labor costs to protect manufacturerI was offered a cost reduction of new unit for cost of coil but I had to negotiate directly with distributor, which is something the average consumer has no experience withThe distributor would not work with me because he stopped dealing with Nutone due to numerous issuesCompany (Nortek) did nothing to help and was very rude to me during customer service calls.S Several customer reps were not only rude but did not follow up with phone calls and messagesWarranty manager was always in meetings and hard to get in touch withDue to lack of support I was forced to purchase a new systemI chose a unit other than NortekI am asking for cash value of defective coilIf company had worked for me with the distributor, I would have accepted the discounted unitThe company basically did nothing for me even though I had major component failures within months of purchasing this unitMy contractor even called the company and discussed all the issues that I had with the unitThe contractor stated this unit had extreme manufacturing issuesAs a consumer, I should have protection from manufacturing "lemons" Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The year warranty is provided upon purchase, if you send in a registration paper (to register the product), which I "DID DO" The company either "LOST" or "MIS-SPLACED" that registration paper, which I should not be held accountable for This is not an acceptable response and I would still like to pursue having the year warranty honored As a small business owner in the Tampa Bay area, I expect to be treated with the same respect and prudence that I treat each of my customers/clients with and will not accept anything less This is another example of "BIG" business trying to bully the little consumer and I will not stand for it Please let me know what our next steps are to continue pursuing this warranty claim Also, I am in the initial steps of understanding how to contact our local news channel 8, which has an "ON YOUR SIDE" segment to assist consumers that are being mistreated by big corporations Thank you very much for your help in this matter and I really appreciate what the Revdex.com stands for! All the best, always, [redacted] * [redacted] , [redacted] TM Mobile: [redacted]
We would like to apologize for any inconvenience the customer may have had with their system This unit carries a limited year part warranty Should a part fail due to a defect in material or workmanship Nortek HVAC would provide a replacement part for years If Fenco supply does not have the part in stock the servicer could check with other local distributors to see if they would have the part in stock For a list of distributors the customer or dealer could call [redacted] We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ This unit carries part coverage for five yearsIf a licensed contractor determines a replacement part is required to repair the system, he can obtain a replacement part at the local distributorLabor, refrigerant, and shipping charges are not covered items under the limited parts only warrantyPlease see attached copy of warranty, page 3, the third sentence states "The owner is responsible for all labor and refrigerant charges." If the charges for which you are requesting include the part cost the servicer would need to file a claim with the local distributorIf the charges are for labor, freight, or Freon those items are not covered under the limited warrantyWe indeed regret that you have encountered this issue and thank you for your understanding in this matter
We would like to apologize for any inconvenience the consumer has had with their HVAC system The warranty on this system, [redacted] is a limited year parts only warranty If a part should fail due to a manufacturing defect, Nortek Global HVAC provides a replacement part for years We are showing an install date of June of 2010, therefore your unit would have been covered under the limited parts warranty until June of The customer has requested an exception to the warranty policy.Unfortunately the time frame to register has expired Nortek Global HVAC must stand behind the written warranty document that comes with the unit As indicated in the attached copy, your warranty reverts to five years of parts coverage as the warranty was not registered within the allotted period of time A third party company AIG could sell an extended warranty that would bring this unit to year parts and also include labor coverage for years, their number is [redacted] We regret that the customer has encountered difficulty with the product and we thank you for your understanding in this matter If you have any further questions please let me know
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Customer called at 7:PM, Sunday, May as their AC unit was not coolingCustomer was advised that there would be a $115/hrcharge to service her unit Technician was dispatched at 8:and arrived at 9:He completed the call at 9:PM The cost of the parts and labor was $Paid by check at the time of serviceThe parts replaced were wear and tear parts Our customer purchased the unit on 2/3/and has a Maytag Manufacturer Warranty (Year) for parts and labor but wear and tear parts are not part of the manufacturer warrantyThe warranty does not cover after-hours labor chargesThey have a manufacturer warranty The Maytag Manufacturer Warranty filed bankruptcy and is now handled by an insurance carrierWe would have to file any claim with the insurance carrierSince this was an after-hours call and wear and tear parts, they will probably not cover the claim Our customer service manager has communicated with our customer at least times and advised her that we would file a claim and if successful, we would return any money collected to her We have filed a claim with the insurance carrier and they will not cover the claim because of wear and tear parts and after-hours callIn order to try and satisfy our customer, we have filed a special request with Nordyne (company that now owns the Maytag brand) to see if they would take care of the claimThe only amount that Nordyne might cover is for the part, they will not cover labor We have advised the customer as to what we have done to try and secure a warranty payment and are waiting on a reply from NordyneAny money received will be refunded to our customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ This response was taken verbally by the Revdex.com: My Warranty is through Nordyne/NortecPlease transfer my complaint to the warranty company so that I may receive a refund of the partsI am hopeful that I will also receive the after hours callI believe that I originally filed against the wrong companyThis complaint should go against the manufacturer warranty company because I believe I should receive reimbursement for parts as per my warranty contact [redacted] & [redacted] Services has been trying to get a refund from Nordyne and it has been refusedI believe I am due this reimbursement from my warranty company, NordynePlease see the below address for the warranty company and transfer my complaintMy Serial number is #PSD XXXXXXXXX Nordyne [redacted] O'Fallon, MO XXXXX XXX-XXX-XXXX direct number Final Business Response / [redacted] (1000, 20, 2015/08/05) */ Hello, We would need the serial number to determine coverage on this productPlease provide the serial number so we may look into this case Thank you, [redacted] Final Consumer Response / [redacted] (2000, 33, 2015/09/17) */ We finally got it straightened out and we got part of our money backWe got the check about two weeks ago and are satisfied with the resolution
We would like to apologize for any inconvenience the customer may have had with their system The warranty on the outdoor unit is a limited year parts only warranty if installed by itself and a year limited parts only warranty if installed with a Nortek manufactured indoor coil or air handler The unit provided in the complaint, [redacted] , was registered by itself without and indoor section We would need to know the indoor serial number to clarify if this system has a or year limited parts only warranty If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part only, we would not replace the entire unit because of a part failure Labor, freight and Freon are not covered items under this limited warranty; please see attached warranty document that came with this unit Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We are not showing any claims on your system However the servicer has days from the date of servicer to file the warranty claim I reviewed the call ticket from when Mr [redacted] contacted us on August 30th and at that time we were asked why is was taking so long to get the replacement part We informed him that Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacture (Nortek Global HVAC) Everything must go back on the same path as the unit was purchasedClaims, parts, and equipment must go through distribution In this case we don't know if the servicer didn't order the part from AACA in a timely manner, or if AACA didn't order the part from us in a timely manner What we would need in order to investigate a parts order is the PO number where AACA ordered it from us We could then let Mr [redacted] know what date that order was placed with us The customer requested that we replace the unit and pay for a hotel bill It is Nortek Global HVAC position to honor the warranty on the equipment The warranty addresses the product only and would not cover incidental charges that may have occurred because of a part failure Nortek would continue to honor limited parts warranty on this system We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter.Thank you [redacted]
I would like to apologize for any inconvenience you may have had with the installation and/or registration of your product. Unfortunately the time frame to register has expired. Nortek Global HVAC must stand behind the written warranty document that comes with... the unit. As indicated in the attached copy, your warranty reverts to five years of parts coverage as the warranty was not registered within the allotted period of time. Should you be interested a third party company, ***, could sell you an extended warranty that would bring your unit to 10 year parts and also include labor coverage for 10 years, their number is [redacted] . Thank you for your understanding in this matter. Thank you, Warranty
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We would like to apologize for any inconvenience you may have had with your systemYour unit carries PART coverage for five yearsWe are showing claim on your systemThe claim was for a drain pan on 9/12/Nortek would continue to honor the year parts warranty on this systemAs the manufacture of the product we do not provide labor coverage, so we are not able to extend labor coverageAIG is a third party company who could sell you an extended labor warranty which would cover any labor should a part fail in the futureWe regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Nortek Global is in receipt of your complaint To properly identify the products, please provide the complete serial number for each piece of equipmentFor your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require serviceI will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork Please call [redacted] to discuss this situation with the warranty department Thank you [redacted]
I would like to apologize for any inconvenience the customer may have had with their Gibson system The warranty on this system is a year limited parts only warranty If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for years Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We certainly can understand the disappointment and would interject that the year length of factory part warranty we feel demonstrates our confidence in all parts of the system Regretfully the costs associated with replacing a failed part within the years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (refWarranty attached) We regret that the customer has encountered difficulty with their product and we thank them for their understanding in this matter
We would like to apologize for any inconvenience the customer may have had with their system This unit carries a year part and labor warranty and years on the compressor We are not showing any claims on your system We would suggest that the customer call the distributor that we sold the unit to, [redacted] at [redacted] , for the name of a service company who can replace the compressor under warranty It appears that the compressor would be covered however the labor to install the compressor would be the customers responsibilityNortek would continue to honor any valid warranty claims on this system We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter
Complaint: [redacted] I am rejecting this response because: WOWThis is unbelievable I texted [redacted] yesterday as soon as I received this response and I asked who did [redacted] speak to at ***, her response was "I don't know" next response "why"I guess this is like the first number Ms [redacted] gave us to [redacted] in FT worth, which was a bail bonds phone number and I already knew it had been closed for two yearsI already spoke with [redacted] in Burleson last week and they said they would get the coils, but I had to purchase the coils and pay the $Admin fee Eventually, I would get a refund back for purchasing the warranty partbut no time line on when that would occurI WILL NOT PAY FOR A MANUFACTURER WARRANTY PART, I COULD NOT EVEN AFFORD TO DO THAT WITH THE AMOUNT OF FAILURES I HAVE My first correspondence with regards to the defective coils was with [redacted] (Nortek Rep) in early February of The lack of my ability to effortlessly be able to obtain warranty parts for my customers began in early Feb And now it is February 2017,still dealing with thisI have compiled letters, emails, texts, and recorded phone conversations that I've had regarding Nortek, and will be forwarding to the Revdex.com, so they can get a full grasp of not only the financial loss, along with the consumption of hours upon hours of my time, dealing with issues regarding their productstime, I can never get backAlso, these conversations will show the enormous amount of physical and emotional stress, and the lengths at which I have gone, even with resistance by Nortek and their distributors, so that I may uphold my year excellent reputation with my customers.This is not about a to 5% fail rate of a manufactured product, but rather more in the range of to 70% within the first one to three years, as many other contractors and consumers can attest toSadly, Nortek has known about this problem for several yearsIf the fail rate had not been so high, then we would not be having this conversation todayToday, I need confirmation that I will be able to obtain the warranty parts within a reasonable distance, and without having to pay any kind of administration fee Once this can solved, then we can address, the financial loss my company has suffered.Today it will be degrees, I have got to start replacing these warranty partsRight now I have known coils to be leaking, you figure and average time of hours each to replace hours divided by a hour work week is WeeksI'm running out of time summer is near Sincerely, [redacted] ***
We would like to apologize for any inconvenience the consumer may have had with their systems We would also like to apologize for the lack of response from Mr [redacted] as he has retired The warranty and claim history on these systems are as follows:System 1Install date 8/19/[redacted] Drain pan 5/23/ [redacted] Motor 11/30/[redacted] No claimsyear limited parts warranty System 2Install date 10/18/[redacted] No claims [redacted] Motor 6/28/10; Exception of $labor paid to homeowner 4/25/[redacted] No claimsyear limited parts warranty System 3Install date 5/11/[redacted] Coil 10/25/[redacted] Motor 2/25/[redacted] Refvalve 5/11/year limited parts and labor warranty This system wasn’t registered, therefore someone purchased an extended labor warranty on this system to get to the year coverageIf a part should fail due to a manufacturing defect [redacted] Global HVAC would provide a replacement part for years Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document Labor and Freon are completely out of our control as the manufacture of the equipment These rates are set by the servicer doing the warranty work There are factors that can vary tremendously from situation to situation We certainly can understand the disappointment and would interject that the year length of factory part warranty we feel demonstrates our confidence in all parts of the system Regretfully the costs associated with replacing a failed part within the ten years are not part of the manufactures warranty coverage, unless a Buyer Protection Plan had been purchased when new as with system #As stated above an exception was made to the homeowner in 2013, in the amount of $This accommodation was outside the terms and conditions of the limited part only warranty If the servicer needs assistance in diagnosing the equipment they can contact our technical support group at [redacted] [redacted] HVAC will continue to honor any valid claim presented to us We regret that the customer has encountered this issue and we thank you for your inquiry and for your understanding in this matter
Complaint: [redacted] I am rejecting this response because:I was told the required part was not available and the manufacturer was going to have to build the part firstI personally haven't done business with Fenco but my electrician has and I feel sure that if Fenco could have gotten the part I needed they would haveHow much longer do I have to wait for this part? Warm weather will be here soon and I have no air conditioningNot only am I having to wait for the part but I will also have to wait, after receiving the part (if I ever do) to schedule a time with the electrician to replace the partIt is also my understanding that my electrician will have to practically take the the unit apart to replace this so that will also take timeIn the mean time I'm having to do withoutI don't understand why this process is taking so longIf the manufacturer had just agreed to replace the entire outdoor unit this problem wouldn't have become the major issue it has and I would have air conditioningHow much longer do I have to wait? Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ We would like to apologize for any inconvenience you may have had with your systemYour unit carries PART coverage for five yearsThe install date based on your letter was 10/16/09, therefore your unit would have been covered under the limited parts warranty until 10/16/Attached is the copy of our screen showing that the system wasn't registeredIf you have a registration confirmation that you received when your registered the product we could take a look at that in order to see why the registration isn't showing up in our systemLabor, refrigerant, and shipping charges are not covered itemsWe are not showing any claims under the serial number below in our systemWe would suggest you contact the service company who is coming out to your home to discuss why they haven't been any warranty claims filedWe regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter