Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new unit in 2021. It started having problems within one year and has not stopped since. To date, it has leaked freon and required recharging multiple times per year. It has also gone through two compressors. This is from a unit that cost me just over 8k. It is complete junk. You'd be better off buying something from China, since you'll save money and won't have to deal with constantly paying for repairs. My unit leaks freon regularly enough that I believe this is a manufacturer defect, but of course climate master won't do anything since it is past the one year warranty. Notice how it's only a one year warranty instead of the typical 5 or 10 year? That's because climate master knows it is producing junk and doesn't want to be responsible for dealing with the absolute crap it produces. My unit also breaks at least once per summer, so I'm typically without AC for a week and have to sleep in a room that's 86 degrees. The company is not helpful and makes me continue to pay for repairs to the unit. I believe this unit violates the implied warranty of workmanship and so should be replaced by Climate Master due their providing me with a defective unit. I am an attorney and will be looking into suing climate master if this complaint does not resolve to my liking. The company that services all other climate master units in my building has stated that my unit is the unit is the only unit with such regular and extensive problems. I can provide the contact information for them so they can give a statement. I am sick and tired of paying for repairs to a defective unit that should not have passed quality control. Climate master is selling defective units and making consumers pay for their junk products.

  Business response

  09/27/2024

  We thank you for your feedback and apologize for any inconvenience caused by our product. Please provide us with the model and serial number of the unit that is installed in your home so that we can better assist you with this matter.

  Customer response

  09/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: this response is wholly unresponsive to any elements of the complaint that I submitted. While ClimateMaster provided a response in the most literal sense, their response does not acknowledge or deny, or otherwise engage substantively with any of the issues I raised. It should be noted that ClimateMaster is unreachable by phone and is only responsive to dealer/distributors or service techs.
  

  Further, the response from ClimateMaster proposes moving our communications off of the BBB website, which is a known tactic of businesses that enables them to ignore customers. I want my communications with this company to be recorded and viewed by a neutral third party as ClimateMaster knowingly sold me a defective unit, or in the alternative, sold me a unit is defective and violates the implied warranty of merchantability.

  To that point, I will sue ClimateMaster if they do not resolve this to my liking. I am a licensed attorney and I know that this unit violates the implied warranty of merchantability and I will prevail in court.
  

  We can do this the easy and cheap way that avoids court and ClimateMaster having to hire an attorney, or we can do this the expensive and unpleasant way. I don't care which way, since I'm attorney I will incur no costs in representing myself and will take great pleasure in suing this business. I have slept too many nights in an 86 degree home after paying for this defective unit to be serviced again and again. Additionally, the response from ClimateMaster offers me the options of communicating with them by writing or by fax. These are unacceptable. If this business can charge me over $8,000 for an HVAC unit they figure out how to set up a company email address and use that for communications with customers.
  
  Sincerely,
  
  ****** ********* ****
  

  Business response

  10/04/2024

  *** *********
  
  Thank you for your response. To help us resolve your complaint as quickly and efficiently as possible, we kindly request the model and serial number of your unit. Having this information will enable us to search our records for any past claims and call tickets associated with your system. We appreciate your understanding and look forward to hearing from you soon.
  
  Best regards,
  **** **********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely terrible product and service. I unfortunately live in a building where climatemaster is my only option. I currently have 3 units. I needed to replace a unit in April 2019. I experienced a multitude of issues within the first 15 months. Climatemaster continued to have my technician replace parts- new run & start capacitor, troubleshoot code 8, replace bib relay & control board. I fought hard to have the unit replaced as I should NOT be having so many issues with a brand new unit that cost $8K. Clearly the unit was defective. After intervening, they finally replaced the unit in October 2020. Within 15 months of the brand new unit being replaced the compressor completely grounded out. They replaced the compressor for me. Now a little more than 3 years of them replacing the unit and 2 years of the new compressor, the unit stopped working. There was a leak with resulted in low Freon. The switch relay needed to be replaced which cost over $3K for parts, labor etc. The issue is not my technician who I have a very good relationship with and is transparent about everything. Climatemaster refuses to take any accountability and considers this wear & tear. Not to mention, the newer units that they made for my building are extremely loud and are in need of constant adjustments- which costs me about $275 to have my tech come out to adjust. Climatemaster also does not care about the noise that the units produce. Ive heard them on the phone with the technician stating that the unit is working so there is nothing wrong with it. At times it has sounded like a tractor trailer (no exaggeration) or Ive had a very high pitched sound that actually prevented me from sleeping as it sounded like a fire alarm. I wish I had other options in my building- but I dont. They take advantage of the customers knowing that we literally cannot take our business elsewhere. Many of the technicians that install these units are equally as frustrated.

  Business response

  02/20/2024

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

  We appreciate your feedback, and we apologize for any inconvenience caused by the ClimateMaster units. We value your business and want to ensure you are satisfied with our products and services.
  In order to assist you better, we kindly ask you to provide the serial numbers of the equipment that you have installed in your home.  
  Thank you for your cooperation and understanding. We hope to hear from you soon and resolve this issue to your satisfaction.
  

  Sincerely,
  

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

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the ClimateMaster AC ******************** less then 18 months ago, the compressor not working any more, send a request to replace the part, ClimateMaster informed the distributor they don't have this part has to order from manufacture which can take couple weeks to get in my hands down here in *******. All technician that I spoke with told me the something, this is the worse compressor in the market, question is, if ClimateMaster knows this part is so week, why they don't replace for a batter part or at least keep some in their inventory do replace the damaged ones, been in ******* for weeks without an AC it is not an easy task. Definitely I do not recommend this AC brand, specially if you leave in *******!

  Business response

  10/31/2023

  Paulo
  
  It is important that we help you find a resolution.  Is it possible for you to supply us with the serial number of the unit you have in your home?  This will help us get in touch with the correct parties (Distributor and Contractor) to correct this matter. 

  Thank you

   

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Climate Master GEOthermal Trilogy system from Henien Heating and Plumbing in ************ **. This unit has had nothing but issues since we purchased. We continually get lock out notices. We have all the documentation of the lock outs from the last 5 years via email for doucmentation. We have numerous boards replaced, a compressor replaced. We have waited for parts for months at a time while unit did not work. We have had to heat with space heaters. We have contacted ****** weekly. We have had a service tech from K&E out with no resolution. We have requested ****** from Climate Master Tech support to come out. We want it repaired, replaced or a refund. This unit is under warrenty but unreliable. The service techs do not know how to repair it. We need support. Serial NUMBER *********

  Business response

  10/11/2023

  We have received the complaint and will be contacting the distributor for further information into this matter. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 1st of September, 2022, I purchased and had installed a GEO Thermal heating and airconditioning unit at my residence at, ***********************************************************. The unit was sold and installed by ********************* enterprises, ****** The geo unit was a climate master 45 Q-mode Variable speed compressor, mod# *************** S/N *********. On appr. December 24, 2022 the unit quit functioning and ********************* was called in, they determined that it needed a circuit breaker due to a faulty connection from the factory which caused an electrical spark. the !st response from the company was 3 wk delivery time. Temps outside were below freezing and after urging by ********************* the part came appr. a 4 days later and was installed. We continued to have error messages indicating faults and resets that had to be cleared on the thermostat by me.There have been other times that the unit has failed and had to be serviced in connection with the charge of pressure from the geo loops. The representative from ***** Energy said there was plenty of pressure. Finally on August 12, 2023, the unit quit functioning again and ********************* came out 8/14/2023 and determined it was a circuit board. The part again was 1st reported as being 3 weeks away from delivery, ********************* again urged the climate master to expedite the delivery. The board was finally received after several days, installed and the unit still wouldn't operate. It was determined that another board was out and had to be ordered, this was another delay of days or week and after arrival was installed but did not fix the unit. During this time the heat outside was at times 100+. After again investigating the problem it was determined that the original board that had been sent had not been programed prior to shipment. I was amazed at the incompetence of Climatemaster. It is now August 30, 2023 and the unit is still waiting for the new board to arrive and hopefully programmed this time. There have been other failures of this system that I don't recall the dates or length of time down but always there is an issue with trying to get parts from Climatemaster. Cost of the Climatemaster unit and installation was $33100.00 The cost of the Geo thermal holes drilled and loops installed was $15750.00. Climate master has shown no urgency to service it's product and given a choice I would return it for a refund.

  Business response

  09/08/2023

  I have forwarded your complaint to the customer service / technical service department. Based on the model and serial number provided, that team will be able to access the service history and contact the installing contractor.

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have no confidence in this system or the ability or desire of the company to provide parts to our installer in a timely manner. we have suffered through periods of extreme cold and heat while waiting for parts that our installers received incorrectly or had problems even determining the correct part # from Climatemaster. Climatemaster sent one circuit board that was'nt even programed for our unit so it was useless and extending the down time of the unit. I believe that when you spend over $50000.00 for installation of a product such as this service would be much better. ****** Heat and Air has been out immediately when problems arise but getting the parts to repair seem to be the problem.

   

   

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I installed a ClimateMaster TEV072AGD02CLTS geothermal unit Serial #********* on 11/1/13 from ************** in ************, **. This unit replaced a similar CM unit that started to have major component failures at 9 years old. The replacement had it's first failure when it was just 4 months old. The wiring to the compressor and the contactor burnt up. At 11 months the controls went bad and CM sent a new control board and thermostat. **ntrol board failed and compressor overheated again and cooked the compressor contactor and capacitor in Oct. 22. I was sent yet another new control board, contactor, capacitor but that did not fix unit. In June '23 CM tells me that the new control board will not work with the existing thermostat. So another thermostat was sent along with another control board and the diagnostic thermistors. Unit still does't work, compressor overheats and locks out and control board sends numerous erroneous messages. **mpressor runs just a few minutes, heats to 300F+, hi gauge goes to 700psl. After being down for 8 months, a case was started with CM technical department (case#LGI-326-24051). CM's technical advisor **************** requested I have a local CM dealer diagnose and inspect the unit and installation. I paid $150 and did so. The local CM technician found contaminated refrigerant oil in the sealed system that had plugged up the **** RV, air coil. Also a noisy and burnt compressor, a ECM blower that does not program, and "gremlins" in the control system. No issues with the site or installation. He recommended that the unit be replaced. I sent that report to CM *********************** and ****** ** and they refused to replace unit even though there is a history contamination from refrigerant oil used by their compressor manufacturer during 2013 and 2014. I have invested $20,000 in CM units and mine hasn't worked in 10 mo. The unit is dead at 9 years, under warranty, and the US **** of ****** says the expected life is 25 years. Not so with CM.

  Business response

  08/01/2023

  I have forwarded your concerns to the technical support department. You will receive a call once they have reviewed the unit history records.

  Thank you,

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

   

   

  Customer response

  08/01/2023

  Attached is the report from the local ClimateMaster dealer that the ClimateMaster technical department requested.  I have other information if ****************** needs it.  Some of the repairs were ran thru companies called ******** Air and ****** Air.

  Customer response

  08/01/2023

  Attached is the report from the local ClimateMaster dealer that the ClimateMaster technical department requested.  I have other information if ****************** needs it.  Some of the repairs were ran thru companies called ******** Air and ****** Air.

  Customer response

  08/01/2023

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

  Business response

  08/01/2023

  Forwarding the response from technical services. 

  We have replaced this unit for **************** before.  *********************** has explained that the unit did not fall in our time frame for ******************** issues, and most units with this issues failed in the first year.  She also told **************** that we would provide the compressor under his warranty but would not provide a new unit. 

  Customer response

  08/08/2023

  Yes, the original unit was replaced but at considerable cost to us. During it's warranty major components failed:  both compressors, the air coil, both ***'s, thermostat etc.  We spent $2700 for labor to have these warranty components replaced only to find out that the cause of all the problems was a defective leaking coax that leaked refrigerant into the ********.  With that diagnosis we were offered a "valued customer" discount of about 10% and spent $6750 on the replacement unit we are now having problems with under the warranty.

  The current unit has much more wrong with it than just the compressor. The air coil is restricted, the ** valve is stuck, the *** sticks, the *** does not follow the controls, and the controls are not working correctly after 4 control board replacements and 3 thermostats.  But the main problem, the reason the ClimateMaster dealer's technician determined the unit needs replacing is that there is sludge in the refrigerant circuit plugging up the components.  The unit's circuit has been sealed since it left the factory.  So it came from the factory that way.  And it is a known fact that the compressor manufacturer had a problem with a rust inhibitor doing this to compressors built in 2013 and 2014.  This unit's compressor was built in Jan. of 2013.

  But the ClimateMaster distributor has reached out to me and is working on a resolution.  I will report back when the matter is resolved.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Climate Master Geothermal Tranquility 30 / 2 Stage Digital in 3/2021 Serial # ********* Model # *************** System has needed *********+ times in the last few months with the technicians, calling climate master, looking for assistance. All advice, given by climate master, including replacement of parts has not resolve the issue. Technicians are at a loss as to what to do since climate master arrive department fixes have not worked. Im hoping the climate master stands by their products and fixes this and replaces my unit.

  Business response

  07/24/2023

  *****,

  Thank you for providing the identifying model and serial number.

  I have forwarded your full complaint to the warranty and technical service department leaders and asked that they reach out to you by phone.

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

   

  Customer response

  07/26/2023

   
  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.
  
  *****************************************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original Installer was not able to properly configure the unit and eventually, just gave up. I contacted another HVAC contractor. This contractor has been working with ClimateMaster Support for Over a YEAR trying to get this Geothermal unit to work. I am lucky enough to have Emergency Electrical Heat for the ******* but this is my THIRD summer with No AC. I have emailed, and called and both go ignored. My contractor is almost as frustrated as I am with the lack of professionalism exhibited by the **************** and Technical Support teams

  Business response

  06/15/2023

  ****************, 

  By providing us with the following information we will be able to research your request and respond to your request for assistance.

  Installing contractor company name and phone or email.

  Second service company name and phone or email.

  Unit serial number.

  We are awaiting this information and look forward to your response and resolution of complaint ********.

  Thank you.

   

  Customer response

  06/16/2023

  
  Complaint: ********
  

  In Reply to the request for more Information:

  
  Installing contractor company name and phone or email.
  *********************** & HVAC
  ******************************************************
  *********, ** *****
  **************
  
  Second service company name and phone or email.
  Advanced Heating, Ventilating & Air Conditioning Service
  **********,**, *************, ********
  *************
  ********************
  
  Unit serial number.
  *********
  Ps. ******************* (Tech Support) will be very familiar with this unit, and *********************** also.  There was an ********************************* and a gentleman named **** that has assisted as well. All of this has been communicated to **********************  I am not sure of ***** position but we have exchanged emails and phone calls regarding this unit since July of 2021.  I did not receive any answer to my last 3 emails, nor my last 3 phone calls, however I do believe he has talked to the Advanced Heating Techs/Owner within the last month or so.
  
  
  

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

  Business response

  06/20/2023

  I have shared the information with the appropriate parties at ClimateMaster, who report they are working with the distributor, G.A. ****** Company, to provide the necessary parts under warranty to complete the repair for the claim submitted on 5/17/2023.

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I was contacted June 21 2023 and an on-site evaluation of the unit has been scheduled for next Tuesday, (June 27 2023).
  
  A Climatemaster representative, a Climatemaster certified technician, and my current HVAC Tech are to collectively troubleshoot the Geo Unit.
  
  I was assured that either the unit would be repaired, or a plan forward would be developed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own a Tranquility 30 Geo Thermal furnace that is 7 years old. It worked for the first 2 years and ever since has broken at least twice a year and hasn't been functioning for half the year. They've replaced all different types of parts, some parts two and three times and it is still breaking every 6 months. These systems should go trouble free for 30 years and soon our parts warranty will expire . We have already paid over five thousand dollars in repair cost and emergency visits to try and limp through with temporary heat. Not to mention the $1,000 electric bills when on temporary heat. This is beyond ridiculous. This unit is an absolute lemon and climate master has been useless in trying to solve the issue. They constantly pass the buck and will never get in touch with you.

  Business response

  02/02/2023

  In order to assist you better, please provide the unit serial number and the name and contact information of the installing contractor. If the current servicing contractor is not the original installer, please provide that information as well. This information will allow the technical support team to provide assistance.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Climate disaster always broke had birds replaced, water pump, leaking coil. Should be a brand new unit now with all new parts but still doesn’t work. 30000 dollar piece of f junk change your name to CLIMATE DISASTER and stop ripping people off .
  

  Business response

  09/13/2022

  **********,

  Please provide ClimateMaster with the Model and Serial number of your geothermal heat pump along with the name of your installation and service contractor. Doing so will allow us to promptly follow up on your concerns.

   

  Thank You,

   

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

  SR. Product Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩