Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ClimateMaster Geothermal unit for our new home 6 years ago and it has had issues from day one. It went out in May 2022 and was told it was shot and needed to be replaced. ClimateMaster is only replacing the part they feel caused the problem and not the other parts that were effected by it. They have since said they don't know if that part will be covered under warranty but won't give us a answer. We have been waiting 16 weeks through one of the hottest summers on record for this part. You can't get ahold of customer service and when you do they can't get you any answers. We are not going to pay for a part that should be under warranty and they are trying to dodge. We may have to buy a unit from another brand to get it installed because we can't get any definete answers when it is coming. With fall and winter right around the corner we can't go without heat or it will freeze our water lines. We had to buy a temporary unit that cost $450 just to try and keep on room cool and due to this we have had insects and dust get into our home. ClimateMaster gave the contractor the run around and due to this we will have multiple trip charges out to our home.

  Business response

  09/07/2022

  Good morning,

  Please provide the unit model and serial number. This will allow ClimateMaster to access the unit service history. It will also be helpful although not necessary at this time, to have the name of the installing contract and copies of relevant service invoices. 

  Your prompt reply is appreciated. In the meantime I will reach out to the technical support department and gather any information that I can.

  Looking forward to your response,

   

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

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Climate Master AC unit purchased in 2019 and has been defective since purchased by Climate Master will not replace machine.They did replace the compressor last year but the coolant sensor turns the machine off constantly and it doesnt come back on!In ***** I the summer AC is required and I am up all night tying to get machine to turn back on.I have had multiple AC and electricity companies speak to their technicians but they dont listen!Last tech wanted to know why we wanted AC in May because twas cold in ****???They keep putting off replacing and I have to pay a tech to talk t their tech which is a comedy of errors and very expensive!

  Business response

  05/25/2022

  In order to properly investigate your complaint, please provide the complete unit serial number. Unfortunately the attached photograph cut off the several digits of the number beginning with *******. ClimateMaster looks forward to receiving this information at your earliest convenience.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Completed our new house in October 2014, two identical Climatemaster Tranquility 30 Geothermal Units were installed. One unit has been a continual problem needs expensive service every 6 to 12 months. The other unit has never needed repaired. The problem unit is obviously a lemon, I have contacted Climatemaster repeatedly and their response is "we have fulfilled our obligations under the warranty". I have spent over $5,000 on the unit since installation which has negated any engery cost savings from the geothermal unit, not to mention the cost of the electric back up heat required when the unit is down. The lastest issue is another refrigerent leak and the compressor will not operate in second stage, which will require the replacment of the compressor (compressor will be supplied under warranty) but I will be charged for the installation and refrigerent, estimated at $1,500 plus. In my opinion the compressor issue was caused by the compressor contactor failing closed twice which overheated the compressor to the point that some insulation melted on the compressor wire leads.

  Business response

  05/16/2022

  ClimateMaster products are sold to independent wholesale heating and air-conditioning distributors who in turn sell through their network of trained geothermal installers. ClimateMaster regrets the ongoing difficulties described by Mr. ******** and is actively working with the area distributor, *************** to provide a replacement unit.

   

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

  Sr Product Manager

  ClimateMaster, Inc.

  Customer response

  05/16/2022

   
  Complaint: 17201259
  
  I am rejecting this response because: I have not heard  definitively if a replacment unit will be supplied and under what conditions? Time is of the essence as my current unit is limping on first stage operation only. A replacement unit would certainly be an acceptable solution.
  
  Sincerely,
  
  ***********************

  Customer response

  05/27/2022

  Thank you for follow up. No the complaint has not been resolved! Climatemaster responded that they were working on replacing the unit through their distributor and they refuse to answer my emails requesting additional details, ************** and that the actual replacement would be performed by Precision Air (********, ****). I have yet to be informed of a schedule, the details (like who is paying for the installation and if Climatemaster is not paying for the installation what is the cost estimate for the installation) and other details regarding the warranty of the replacement unit? I have called ************** and Precision Air and all they can tell me is that they believe Climatemaster is going to replace the unit. It is an endless circle with no definitive answers. Meanwhile my existing unit is limping along with a small leak and a compressor that functions only in stage one. Hot weather is coming and no resolution. Any help you could provide I would appreciate. Also how do I get this issued posted on the Better Business Bureaus website so others consumers can steer clear of Climatemaster?

   

  Thanks

  Business response

  06/02/2022

  ClimateMaster sells residential products to a network of independent HVAC distributors. In response to the customers request for a replacement unit, ClimateMaster initiated the process for providing a replacement unit. A release document was forwarded via email to ********** for signature by the homeowner.  Once  the document is signed and returned to ClimateMaster by ********** an order for the replacement unit will be processed. Please reach out if there are additional questions.

  Customer response

  06/08/2022

   
  Complaint: 17201259
  
  I am rejecting this response because: I still have no idea of when I will receive a replacement unit, meanwhile my existing unit is limping along and may or may not make it too replacement. The resolution would certainly be acceptable if details of the replacement details were known and reasonable.
  
  Sincerely,
  
  ***********************

*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. ↩