Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Sanden manufactured air conditioner compressor (part #*************) from Mercedes of ************** on August 26 2022. In June of 2024 my driver side ** vents began to blow cooler air than the passenger side. I would also receive a check engine light alert that would come on and off. On October 11th 2024 the ** was no longer cooling and the vehicle was recharged with dye to see if a leak could be identified. The dye was discovered to be leaking from the fairly new compressor that only had ****** miles. The dealership stated there was nothing that could be done because it was outside its warranty date. After numerous conversations with the dealership they told me to try to resolve the issue with the manufacturer. When contacting Sanden the manufacturer they pointed me back to the dealership. The dealership later ********** that all their warranty claims are handled with the manufacturer to be covered. The dealership and mechanic both agreed that an ac compressor should not last only 15k miles. Affidavits could be provided by witness when ac cooling issues began to occur.

  Business response

  01/07/2025

  I hope this message finds you well.
  I am writing to clarify the situation regarding the compressor warranty claim submitted by Mr. ***** ********. Sanden America has no record of selling a compressor to Mr. ******** or to Mercedes of Pembroke.
  The compressor in question was a replacement part provided by the dealer, which came with a one-year warranty acknowledged by the customer.
  Mr. ******** mentioned that the dealership advised him to contact Sanden America. However, this information is incorrect. The part in question is neither manufactured nor sold by Sanden America. These parts are sourced from Sanden Europe and supplied to Mercedes' assembly plant.
  The correct procedure for Mr. ******** is to contact the ******** dealership, which will then liaise with their ******** warranty department. The warranty department will notify Sanden Europe, who will determine the next steps, such as sending the part for analysis or replacing it. This process will occur after the dealership replaces the part and ********' warranty department recovers the cost.
  ********' warranty department has rejected this claim as the compressor is out of warranty, and no warranty case has been filed for ************ Based on the evidence provided, Sanden America does not sell this part, and ******** has not issued a warranty claim to Sanden Europe.
  Therefore, Sanden America cannot and should not process a claim for a part we do not sell to ******** dealerships or end customers. *********** will need to follow up with the dealer or ******** corporate warranty for further resolution of this issue.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a defective ac compressor from them returned it and let them know that I could not wait for them to inspect and send another one I am a shop and could they just refund my card.I purchased the defective compressor 9/6/22 and sent multiple emails letting them know there's no way the customer is willing to wait all that time for another compressor to be sent none of my emails were returned the other compressor arrived 10/28/22 I tried my best to communicate with them to not send another one now I can't get a hold of anyone the customers car was fixed weeks before the other compressor came now I'm out of $325.51 and no one is responding to my emails

  Business response

  01/12/2023

  Business Response /* (1000, 5, 2022/11/16) */ Customer purchased compressor on 9/1/22, Customer Rec'd a 2022 4864 compressor on 9/12/22. On 10/5 a request was made for a refund with no details of problem. On 10/6 a request for detail of problem. On 10/6 Customer sent response "Had compressor installed and it wouldn't hold the Freon the compressor is defective". On 10/6 a RMA #**** was sent to customer to return the compressor for quality check for leak as he indicated. 10/12 compressor was rec'd and quality assurance check found no leak. (See report attached). No refund or replace was due to no issues found in quality assurance analysis report (see attached report). In good faith Sanden sent a new compressor to customer and it was rec'd on October 31, 2022. I have attached a copy of the report for the quality assurance analysis. Some details from the report: The returned compressor was leak tested using Sanden's mass-spectrometer test finding no leaks. The returned compressor was also vacuum leak tested for one hour finding no leaks. Compressor oil is brown. This is an indicator of moisture contamination which indicates this is not a 2022 compressor. The serial number and bar code are the only part of the label that is wiped off. Sanden changed our label in 2020 (which is not the label on the compressor the customer returned) from the label on the left to the label on the right (see report) Summary and Conclusions: The compressor is not leaking and is cooling as designed intent. There is no issue with the compressor other than moisture in the oil indicating compressor is not from 2022. Sanden cannot take responsibility for the above return. Therefore, Sanden has done all that we can do considering we are in the mind frame that this is not the compressor that was sent on September 1, 2022. NO REFUND will be given per the attached report. As of this report Sanden would request that the customer return the compressor that was sent to him in good faith. Please return to Quality Assurance with RMA # ****. Thank you. Consumer Response /* (3000, 8, 2022/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If nothing was wrong with the compressor why would they send me a new one especially when I explained to them I wouldn't need the compressor anymore anyway there customer service is terrible there isn't a way to contact them only through email that they choose to reply to when they want to im sure this company has been getting over on people for a long time and no one is taking any action someone needs to really look into this business check there reviews this is very unfair I have a compressor I don't need and out of 325.51 Business Response /* (4000, 10, 2022/11/17) */ Sanden's first initial response stands, If the BBB would review the material that was sent on the first response no other response would be needed. Please review our documents that was sent on first response.

*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. ↩