Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new air handler and had it installed by a professional. On November 30, 2024 I purchased a heat strip which wasn't included in the initial purchase which I wasn't aware of. I recieved the part on Monday and paid for the installation. It began to work, however in the middle of tge night it stopped working. When I woke up it was 65 degrees. It never worked again. On Tuesday December 4, 2024 I had the tech come back and paid again only to find out that the heat strip fell apart which was the cause for non heat. After numerous attempts to rectify this no manager wanted to answer my call. I live in Florida and I have had no heat for my family. Ingram does not care about customers only about tge paycheck. At this point I'm only accepting contact from ******* Ingram or ***** Ingram.

  

  Business response

  12/05/2024

  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by ***** ********. We strive to provide excellent customer service and are always willing to assist our customers with their issues. However, in this case, we encountered challenges in resolving her concerns due to her behavior and lack of clear communication.

  
  We have had multiple interactions with ***** during which she was unruly and combative toward our team members. When we inquired about the specific problem she was experiencing, she refused to provide details or clarify her issue. Without this critical information, our ability to assist was significantly hindered.

  
  For your reference, we have attached the records of these conversations. We trust that the BBB will review them to better understand the context of our interactions with *****.

  To clarify, we remain fully committed to helping her resolve her concerns with the heat kit. Our technical department is prepared to diagnose and address any issues, provided we receive a clear description of the problem. ***** is welcome to contact our customer service team through the proper channels to begin this process.

  
  That said, we respectfully request that ***** maintain a respectful and constructive tone when communicating with our associates. We believe in fostering a professional environment for our team and customers alike, and we reserve the right to refuse service if such standards are not met.

  
  Thank you for your attention to this matter. Please let us know if additional information is required.
  

  Sincerely,

  ***** ******

  Product Team Manager

  Ingrams Water and Air Equipment

  Customer response

  12/09/2024

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

  Customer response

  12/11/2024

  I am requesting a full refund for the defective part. A part should not fall apart in less then 24 hours. The company sells faulty and not well made parts. I purchased a air handler ftom and deserved better customer service but instead received a cheap part .

  

  Business response

  12/13/2024

  Please have ***** Send proof that the part is faulty. We will need pictures to verify that the product has failed and a tech invoice showing that the heat kit was uninstalled. Once these are provided we will being the refund process.

  Once again if she had stated all of this with our customer service team, we would have graciously asked for these and been quick to resolve her issue. But since she refused to tell our team members and even the manager, she is prolonging her own process.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/13/2024, I ordered two RunTru hvac system, 16 seers 2 heatpump units on its website. The description of the equipment were clearly specified by them. When final the equipments were delivered, I noticed the AHRI numbers belong to 14.3 and 15.2 seer2 . And started to call and email to this company for clarity on this matter. Since in Florida Hvac contractor must install equipments following the ecalcs specification for every work. And 14.3 -15.2 not meet this specs. I requested a return and they not answer with a real solution, instead their website when down to "maintaince" but I believe they are rewriting all the fake descriptions on it. But I have screenshot shop of everything.

  

  Business response

  11/04/2024

  ****,

  Thank you for reaching out to Ingram's Water and Air Equipment, and we appreciate your business. Currently we are reviewing your situation with our upper management team. We look forward to finding an applicable solution for you and we will be reaching out to you on 11/5/24.

  Our goal is to ensure that we have regular communication through email to ensure that you are made aware of the processes that we are working though as we move forward. Please make sure that you are checking your email regularly for updates.

  Thank you for your time and patients,

  ***** ******

  Sales and Product Team Manager

  Ingrams Water and Air Equipment

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company sold me a line set for *** ***l DIY precharged line sets. Upon installation the line set brazing failed and all the coolant leaked out of the system. Now my tenant has no heat and we are on a cold mountain with freezing temps. Ingrams passed me around for the whole week and then passed it off to *** ***l who is no help either. If Ingrams doesn’t back products they sell they should not be selling them.

  

  Business response

  11/04/2024

  As I review this complaint, It looks to have been approved and sent a replacement out for the guest.

  
  
  •Oct 21 16:10
  Dear ****** ******,
   
  We are pleased to inform you that your *****L warranty order for your replacement air line set has been successfully placed. Your order reference number is **************.
   
  Please be advised that once your order has been shipped, we will send you another email which will include your tracking number. This will allow you to monitor the status of your shipment and track its delivery progress.  Your warranty order is being delivered to:  **** ******** *** ********* ********** *****
   
  
   
  

   

  Dear ****** ****** ,
  Your package is being shipped through AVERITT
   
  With this tracking number, you can monitor the progress of your shipment by visiting the shipping company's website or using their tracking app. We have also included the tracking number below for your convenience. Please note that it may take some time for the tracking information to be updated once your package is in transit. However, rest assured that we will do our best to ensure that your package arrives to you in a timely and safe manner. 
   
  Tracking number: 0298024135 
   
  Kindly be aware that if your order is being shipped via freight, the freight carrier will reach out to you once they arrive at their docking hub to arrange a suitable delivery date and time. It is important to note that if they are unable to contact you, there is a possibility of them returning the shipment to our fulfillment center. Therefore, please remain vigilant for any incoming calls from the freight carrier regarding your delivery.
   
  If you have any questions or concerns about your shipment, please don't hesitate to contact us. 
   
  Thank you for your continued support,
  Tabitha

   

  Customer response

  11/04/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I bought a 4-5 Ton air conditioner for my house. The equipment arrived 10 days ago with a lot of damage. I contacted the company and they told me that it is a problem with the carrier, that disputes with them usually take 120 days, and that they are only willing to give me $120 dollars in compensation. The air conditioner cost me a total of $4,673.78. We communicated by email and they always repeat the same thing, that it is not their problem, that I should make a claim to the transport company. I sent them photos and everything is documented with the emails. Is there anything I can do? I just asked that they replace the damaged air conditioner with a new one. Thank you. If you respond by email it would be great, I only speak Spanish, Thank you Website* ***************** ***** * **********

  

  Business response

  08/28/2024

  Customer was informed 8/27/24 the previous system will be picked up and replacement with brand new equipment as requested. 

  Customer response

  08/29/2024

  
  Better Business Bureau:
  
  

  Hello, I am very satisfied with the response from the company thanks to your intervention. I will wait to receive the order to close the case. Thank you very much for the mediation.

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My unit has never worked correctly. I was contacted by a representative of Ingrams who refused to accept accountability and continued to interrupt me. I have provided documentation regarding the numerous service calls and parts thrown at this unit and it is still not working right. The unit is under warranty and they are trying to make me pay even more for faulty equipment. This needs to be fixed by either ***** or ingrams. Neither one is excepting responsibility for the faulty equipment they supplied.

  

  Business response

  06/12/2024

  Working with the customer on a resolution. Requested tech invoices from previous visits. The customer has provided home warranty receipts. Waiting on additional information.

  Customer response

  06/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have provided sufficient evidence that there has been an ongoing issue with this AC unit and that it is not adequetly cooling the property.  A 3 ton unit should be able to cool 1501-1800 sq ft in zone 1 (my location) currently my property is cooling around 1200 sq ft and there should be no reason for the system to not work correctly for the past 4 years.  Numerous documentation of the issue has been provided and shows that the RunTru unit is underperforming and not working correctly after repeated attempts to resolve the problem by myself. 

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

  

  Business response

  06/19/2024

  Left customer a voicemail on 6/19/24. Ingram's will be assisting the customer with a new 3-ton ***** condenser and air handler. The order has been placed and will ship to the customer. The customer should be notified by email for confirmation of the order.

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I recieved an email for an airhandler replacement, when I asked for clarification I was informed to deny acceptance of delivery for the airhandler and they would send the entire unit.  Now I'm advised they are sending a condensor, still doesn't include an entire system.  It seems the internal departmemts of Igrams are not speaking to each other or informing incorrectly of what they are doing.  All of this this still isn't going to fix the ongoing issue for the unit not working as it will then cost almost 2k to have the new unit installed, and who is going to cover that cost? After 4 years of constantly working w ***** and their certified technicians and no one has fixed the unit correctly, I should not be liable to cover the installation costs for a lemon unit to be replaced for an on going issue of 4 years. 

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

  

  Business response

  07/01/2024

  Ingram's Water and Air is currently awaiting confirmation from ***** that the condenser has been returned. Once we receive confirmation from ***** that the item has been received, we will proceed with placing an order for a new air handler and condenser for the customer.

  Customer response

  07/02/2024

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

  They need to replace the entire unit and install the replacement.  This has been ongoing for 4 years, very well documented, and I even used techs verified and suggested through *****'s own website to be ***** certified, as well independent 3rd party techs, and even home warranty techs and the issue has yet to be resolved. *****'s own certified techs did not fix the problem with their equipment numerous times in the 4 year period. They need to accept that the equipment is faulty, their certified techs failed to rectify it numerous times, and they need to make it right by replacing and installing the new unit. 

   

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

  Customer response

  07/02/2024

  
  Complaint: ********  
  I am rejecting this response because: They need to replace the entire unit and install the replacement.  This has been ongoing for 4 years, very well documented, and I even used techs verified and suggested through *****'s own website to be ***** certified, as well independent 3rd party techs, and even home warranty techs and the issue has yet to be resolved. *****'s own certified techs did not fix the problem with their equipment numerous times in the 4 year period. They need to accept that the equipment is faulty, their certified techs failed to rectify it numerous times, and they need to make it right by replacing and installing the new unit. 
  
  Sincerely,
  
  ****** *********

  

  Business response

  07/08/2024

  
  An order was placed for the customer at no cost, providing a new condenser and air handler from Ingram's Water and Air to replace the original units. Please note that Ingram's does not provide a labor warranty and will not cover any additional costs beyond the equipment provided.

  Customer response

  07/10/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3Ton 15 seer central air condenser and a 3Ton evaporator coil for 2,060.72. The units arrived on 4/4/24. I had the unit installed on 4/12/24. The unit didn’t work after being installed. I called to return the unit on 4/15/24. I was told I could not because it had been installed. I wouldn’t have known that it didn’t work until it was installed. I received a replacement part on 4/19/24 . I had Emergency heating and air come out to install the control board (replacement part) on 4/22/24. I was told by the 2nd installer that it was something else. They spoke with Mr. Cool technical support. The second company was told that they were sending out a fan and a small control board. I haven’t seen or been updated on the repairs of this NEW unit. I was told that they were going to pay for all the additional service from the license HVAC.

  

  Business response

  05/01/2024

  Hello,
  I apologize for any inconvenience you have experienced with your purchase. I was able to confirm that your items should both be arriving on 5/1/24 through UPS. I've attached both tracking numbers for better clarification. Please let us know if you need any further assistance, and once again, our sincere apologies for the miscommunication. Thank you

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Ingrams Water & Air Equipment regarding their failure to honor the warranty on a mini-split heating and cooling system that I purchased from their company. Despite numerous attempts to resolve the issue through troubleshooting with your technical support team over the phone and via email, as well as seeking assistance from our HVAC installer, the problem remains unresolved due to Ingrams' refusal to provide a replacement part covered under warranty. The mini-split system in question, purchased on 01/28/2023 (Shipment ************** for Order #*********, Invoice # *********), has been experiencing a faulty part issue. Since discovering the issue, I have diligently followed the troubleshooting steps provided by Ingrams' technical support team on multiple occasions. However, these efforts have proven futile as the problem persists, indicating a clear malfunction in the unit. In an attempt to expedite the resolution process, we engaged the services of a professional HVAC installer to assess and troubleshoot the problem firsthand. Following a thorough examination, it was confirmed that the issue lies with a defective part within the system, which necessitates a replacement covered under the warranty agreement. Despite providing all necessary documentation and evidence of the malfunction, Ingrams Water & Air Equipment has failed to fulfill its obligation to honor the warranty and provide a new part for the system's repair. The inability to use the mini-split system has not only caused inconvenience but also resulted in discomfort and additional expenses incurred due to alternative heating and cooling arrangements. Furthermore, the lack of responsiveness and failure to address the issue in a timely manner reflects poorly on Ingrams' commitment to customer satisfaction and adherence to warranty agreements.

  

  Business response

  03/11/2024

  ****** **********

  Thank you for reaching out. We will be reaching out to you shortly to understand the problem and work towards a quick resolution for you. After reviewing your complaint I show nothing Ingrams side where you have reached out to let us know you were having a problem.

   

  We will work promptly to get you taken care of.

  Thank you for your time,

  ***** ******

  

  Business response

  03/19/2024

  Technician attempted to reach the customer on 3/19/24 and left a voicemail. Once the customer calls back, we will work with them for resolution

  Customer response

  03/25/2024

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

  Customer Service for Ingram's has called me to setup a call with my technician and their technical support member to troubleshoot to try to resolve the problem.  This is now the third time we are troubleshooting this same issue.  I am not confident this will be resolved. My technician and technical support are scheduled to troubleshoot on 3/26/2024 at 9am.  If no resolution is found i expect Ingram's to honor their warranty and replace any parts/units that are not functioning properly.  Thank you 

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased the diy unit for my new build, we installed it and the heat doesn’t work. We contacted Ingrams, submitted the pictures via email as requested on 1/10/2024. We were told a ticket was submitted and would be hearing from the tech dept. As of today we haven’t heard from them. It has been in the negatives the past week and I have not had heat. The headquarters to *** ***** Ingrams is 30ish minutes from me but no matter how many calls I make to them I get nowhere. I had one agent tell me last week when I asked for a supervisor that she would have to call me back because their building was being evacuated, I called right back and another person answered- they did not evacuate the building. They were more than happy to sell me the unit (that I purchased in their facility, not online or over the phone) and ASSURED me it was covered under the same warranty as a new unit but now when it comes to needing help they do not have time for me. I haven’t gotten to use the unit to be able to speak to whether or not it is a quality product, but based on the customer service I wish I had gone another route. I am disabled on a fixed income, I do not have the means to be able to purchase another unit to be able to heat my home. I feel like I have been taken advantage of and dismissed.

  

  Business response

  03/11/2024

  Thank you ******* for your patients.

   

  It looks to me as if ****** has solved your issue and your unit has been replaced. If this is not the case please reach out so we can help you get this taken care of. Or if you have any more issues feel free to call. 

   

  Thanks,
  ***** ******

  Sales Manager

  Customer response

  03/12/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a 3 Ton MrCool Universal Central Heat Pump on 11/14/22. After I installed it, it didn't heat more than barely warm on a 40 degree day. I contacted Ingram's and said there was a problem with the unit, they told me to get an HVAC technician to look at the it. I called every HVAC tech around, and couldn't get anyone to look at it. I contacted Ingram's and told them, nobody would come out, and that I would like a refund, because it was well within the 30 days to get a refund that they have on their website. They refused to give a refund until a tech would come look at it. about a month later, I finally got a tech to come out (as a favor to my dad he said) and after some tests, he said there was a problem with the unit, and it needed replaced. I contacted Ingram's again, and tried to get a replacement or refund, and again they refused. They said to have the tech add refrigerant to the unit. By this time it was too cold for him to add refrigerant, so it was late spring before he added it. The A/C seemed to work, but I didn't use it, because I had a window A/C unit I use. Now, a few days ago, I turned the unit on, and now it doesn't even get as warm as it used to. I contacted Ingram's again, and they said to get an HVAC tech to check for leaks. The tech that helped before, said he won't be doing anymore work on my unit. So I called around again, and nobody will come look at it. I'm tired of trying to beg HVAC techs to come look at a unit that was sold to me as a DIY unit. That was the main reason I bought it in the first place. I went all winter last year without heat, and I'm not going this year without heat. All I want is a refund, a replacement unit, or at least store credit for the amount I paid. If something doesn't happen soon, I'll be looking into legal action, because I'm not going to just loose almost $4000 on something that hasn't worked from day 1. There was a lot more problems I had with this company, but I cant fit it in with the character limit.

  

  Business response

  01/02/2024

  Dear *** ******

  
  I trust this letter finds you well. I am writing on behalf of Ingram's Water and Air, and I would like to extend our sincerest apologies for any inconvenience you have experienced with your 2 to 3 Ton 20 SEER MrCool Universal Central Heat Pump Split System.
  
  We understand the importance of a properly functioning HVAC system, especially given the climate conditions we often face. Your comfort and satisfaction are of utmost priority to us, and we regret any disruption you may have encountered.
  
  In order to assist you better, we are gathering  information from your previous tickets and will be reviewing this with our upper management team to better resolve your issue.
  
  Best regards,

  ***** ******

  Sales Manager

  Ingram's Water and Air Equipment

  mitch.r@iwae.com

  ************

  *** ***

  Customer response

  01/04/2024

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

  I've been in contact with someone from Ingram's (or mrcool) and helping them to try and figure out why this system isn't working. They said its low on refrigerant, even after an hvac tech filled it with refrigerant last summer. The hvac tech said he thought there was a problem with the reversing valve, but was told to add refrigerant anyway, and now its the same story happening again. This system hasn't worked since the day it was installed, and this is the second winter that I've had to go without heat.I'm done dealing with this system. I gave some options before of getting a replacement system or store credit, but now I want a refund. This system should have been replaced when I first told Ingram's it didn't work, but I tried working with them to have it fixed, but I'm tired of messaging them and sending pictures of everything, just to be told the same thing I was told last year. I want a full refund, or I'll be looking into filing a lawsuit. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What ha I’ve been asking… I was told by the tech it is illegal to sell this units (14seer) in the state of florida and the unit has not work since day one. I need to replace it for 15 seer comparable with the signature series condenser I got under warranty Even if I have to pay the difference. What’s been happening… The warranty department at MRCOOL is a waste of time. After all the repairs and technical service calls, nothing works and troubleshooting back and forth. I’ve even asked for an upgrade on the unit even if I have to pay extra but just another tech support answers with more emails asking for more troubleshooting steps over and over again. I have lost my tenant and I am about to proceed with legal action because after spending now $4500 for a new unit and installation I have no AC. it is unspeakable the level of communication I’ve received from this company and the MRCOOL (manufacturer company) It has been more than a month that I’ve try to get an exchange or a refund for a faulty air handler And I only get emails back and forth asking for pictures and questions that only a technician can answer and when they answered is nothing more than another email with more questions, asking for more pictures once the tech is gone! No one answers the calls from tech support and I’ve spend over $2000 in repairs and troubleshooting and nothing gets done. Unit works for 5 days and then re heats and stops cooling again. Hope this BBB complaint helps so no one gets ripped off with their products. I wished I reviewed the company before I purchased but nothing I can do now but file a legal complaint under chapter 501 CONSUMER PROTECTION DECEPTIVE AND UNFAIR TRADE PRACTICES (ss. 501.201-501.213) After reading all the other clients inquiries and complaints I see that all it is needed is a class action lawsuit. Not fair that they keep getting away with This if all the people seem to be having the same issue, and they don’t seem to care. Best Regards, ****** ****** 

  

  Business response

  07/18/2023

  *******

  I apologize for the issues you have had. In an effort to try and resolve this problem I was able to get approval for us delivering a signature air handler to accompany your condenser at no charge to you. You then stated that you would like the installation fees to be covered as well, and that if installation reimbursement is not an option, you would prefer to purchase a replacement unit from a different provider, possibly one recommended by your installer. I was unable to get the installation and labor costs approved, so the final offer I sent you was that we could send you the Signature air handler or you could return the system and receive a refund of 1975.57 minus 300.00 for return shipping, for a total refund of 1675.57. Please let me know how you'd like things to go.

  Thank you,

  Customer response

  07/18/2023

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

  Hi. Thanks again for trying to help with this issue, but what you are not mentioning on your response is that the unit you are offering is a unit that is listed as damage. As you said, It might be just cosmetic damage but it doesn’t give me the guaranteed that the unit will not be defective like the 1st one.  If I agree to this it will be another $1400 for installation and you expressed I will be not covered for neither the 1st nor the second or now the third installation expense.
  This is a high risk of loosing over $3000 just on installation cost alone and you also told me that if this open box unit doesn’t work you will send me brand new units to replace it.  Why would I want to take the risk to spend another $2000 on another unit replacement?
  
  Am looking for the full refund plus the installation expense so I can finally get a new unit installed once and for all. 
  
  Sincerely,
  
  ****** ****** 

  zua properties 

  

  Business response

  07/21/2023

  We were able to agree to the terms of sending the signature air handler and the customer has agreed to receive that and pay installation costs. This case should be resolved at this point. 

  Customer response

  08/09/2023

  
  Complaint* ********
  
  I am rejecting this response because: Ive had schedule a technician for 7/21 to replace the air handler and had to use a different equipment to be able to get any warranty on installation and the unit. I was told both Ingrams Mr cool units were defective and they will continue to burned out compressors no matter how many times I’ll change it. It has Been more than four months now since my purchase with no resolution, only emails back and forth. I’ve lost good tenants on top of these and this keeps adding huge loss for my company. Ingrams promised to send another working unit, and technician said both Mr. Cool units were defective. So, I Decided to go with another company after all for a new air conditioner unit, and not to risk any more money on installation. After my first complaint, these items were promised to be picked up by their carriers and almost a month later, I’m told I have to place this items on palettes. Where am I supposed to store 3 full size pallets? On the street? These company is so unfair with people and have no apathy. Her response was that the refund will not be done until this items are received. This keeps adding more expense to my situation and I’ve already lost $3000 on installation alone. I need this items picked up and the full refund as soon as possible.
  
  Sincerely,
  
  ****** ******

  

  Business response

  08/09/2023

  *******

  Our logistics department has scheduled the pick up of your equipment with TForce freight. They are needing the equipment on pallets and secured to be able to pick it up. This is the same with majority of the carriers we use. Once received by our warehouse we will process your refund. I apologize this had taken longer than initially thought but we have rescheduled your pick up with TForce and as long as the units are presented in an acceptable way they will be received by the carrier and delivered but to us.

  Thank you,

  Customer response

  08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:  how can I stored 3 AC units on pallets 120 pounds each by myself inside my apartment?  Unless I leave them on the streets this is very hard to accomplish. 

  I will contact the carrier and try to have an exact day and time to have them place outside on the sidewalk. 
  it is very unfair to me that even after all the hassle to get my AC installed, lost money in installation, now I have to deal with lifting 300 pounds and attach them to individual palettes.
  very unreasonable. 

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

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