Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  We signed our lease with Washington Prime in April 2022.As part of our lease agreement a new HVAC unit from American Standard was installed using the contractor Southern Prime Service May2022. In June 2022, the American Standard HVAC unit failed with a motor going bad and needed to be replaced. The part was ordered and was on back order from June 2022 to December 2022 with no HVAC service for that time. The part was installed January 2023 (covered under warranty).System began leaking water into our space and electrical panel. Southern Pride said it wasn't their problem, however after several troubleshooting attempts, it was indeed found to be their problem. They came out to repair an opening inside the HVAC unit. System ran until August 2023 when the compressors failed and needed replacement. We paid out of pocket $5200 for items no longer under warranty, labor and refrigerant. May 2024 the system failed again as the condenser fan went bad and had to be replaced . Paid $593 for this repair and not even a full month later in June2024 the same issue with the condenser fan motor mounts broke and ripping the fan motor and blades apart. Southern Pride was asked for photos and all service history paperwork including initial installation paperwork. Have yet to receive complete paperwork. We had a second company come out for a second opinion to find that not only did the mount break and shatter the motor and fans, it also ripped the coils turning a quick repair into a major replacement and they did not disclose this. The fact that they just repaired/replaced an item that failed and completely destroyed the system less than 1 month later leads us to believe they installed faulty equipment or installer error which we believe is on them to replace part/system as they are the ones who ordered and installed all parts. They are saying that it is nothing they can do. We want replacement of the faulty unit from day one provided by American Standard.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  We purchased our home new from builder and was told all appliances, heating, air was registered. After only 2 years, we needed $7000 in repair to air conditioner. Now our heating unit needs a gas valve. When I called, American standard said our unit was not registered and is only covered for 5 years instead of 10 because it wasn't registered. I am asking for the $380 part to be covered while putting out $500 in labor for a unit a little over 5 years old. I called on 2/26 at 11:48 am. and was put on hold for 24 min. waiting for a supervisor. I was told there are no supervisors available and to call back. When I asked when one would be available they said they do not know. **** *******. I hope American Standard does the right thing and covers the part for their poorly made products.

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