Fujitsu General America Inc.

Review: Purchased a air conditioning/heating system from an authorised dealer, now in my 3d summer and on my 3d contractor (all found on their website) the system still does not work . All they tell me is I have to hire a contractor and have him call them. I have had 3 different contractors for the amount of $ 3,500.00 (Spent $ 18,000.00 for initial install) still not working and getting the runaround from service. I have pleaded with them to send a fujitsu rep to help and they just say hire a local person and have them call.Desired Settlement: Send a FACTORY rep to evaluate and diagnose what is wrong. I will pay to do what is necessary to get to run right but am tired of the guess work at $100.00 hr!!!

Review: This issue started in the early summer of 2013 when one of the 4 Fujitsu units in my home failed to blow cold air. I was unable to track down the local contractor who put in the unit and had another heating/cooling professional work on the problem. The contractor repeatedly called Fujitsu's support hotline and followed instructions, this going on for 5 or 6 visits. Ultimately he chose to stop working on the unit as he was making no progress and couldn't get useful guidance from Fujitsu. So, I had to pay him essentially for nothing. After going all of the summer of 2013 without a cooling unit in the back of my house, I did track down the installing contractor, Ed Watson. Ed and his son Scott are formally trained as certified Fujitsu repair techs, so you'd think this was a good sign. They said a fix should be no problem and that Fujitsu would have a log of what the previous contractor did so they could pick it up where he left off. This has been a nightmare all summer. ** and [redacted] have been here 7 or 8 times, having to start from the beginning again as Fujitsu told them they had no record of service from 2013. Long story short, I have a bill from [redacted] for $800 and my unit is no better off than it was 2 years ago. A majority of the charges are simply for their time waiting on hold or from a call back from Fujitsu, who is generally unhelpful and unresponsive. I find this level of service to be completely unacceptable.[redacted] will no longer work on the unit because he doesn't want me to incur further charges and is not confident that what Fujitsu is telling him to do will resolve the issue. This is obviously a problem coming from a trained, certified Fujitsu installer/repairman. Fujitsu has offered to ship the unit to New Jersey to repair at my expense. While this is close to an acceptable solution, I cannot pay to have it disconnected and send it down there not knowing how much it will cost with this $800 bill already hanging over my head.Desired Settlement: My desired outcome is for me to have the unit disconnected/reconnected locally and have it shipped and repaired by Fujitsu in New Jersey at their expense. I am unable to commit any more financial resources to this issue that's going on two years. There are other parties involved here too. [redacted] at [redacted] has been involved in getting information for ** and I. Another frustrating part of this is that I have been unable to talk to Fujitsu about this directly. I've tried to call countless times with no return or results. I emailed on 7/3/14 and got one reply requesting my case number on 7/8/14 but after I provided the information I never heard back. In my last correspondence with my local contractor, [redacted] had said either J[redacted] from [redacted] (rep for distributor of Fujitsu products to [redacted]) or [redacted] from Fujitsu New Jersey ASAP. I was given this information on 10/3/14 and have not heard back

Review: I purchased a new Fujitsu heat pump in March, 2012. We moved in to our new house in August, 2013.

The unit worked somewhat for about the first 2 weeks. We have 3 small children. They have spent the end of summer, the entire winter, and now summer again with no heat or air conditioning. I have personally contacted the company on many occasions.

I was promised a new unit, a promise they are now reneging on. This unit has a 5 year manufacturer warranty. They have sent out many replacement parts and I have have the heat and air company out at least 10 times to work on or install new parts. This has never made the unit function again.Desired Settlement: I would like my unit to be replaced with a new, working unit.

Business

Response:

To Whom this may concern:

We are in receipt of your letter regarding Mr. [redacted], as the manufacturer we reviewed the case history for the unit in question. We approved replacement of the outdoor unit. The contractor was informed he needs to arrange the pickup of the unit with his distributor. Please note that the warranty will only be for the outdoor condenser and we do not have a labor allowance. Please contact Sun Belt Heating & A/C. to schedule the replacement. We stand by our product warranty and await your response.