Islandaire, Inc.

I have been installing and servicing water source heat pumps for well over 20 years. About 8 years ago I had little choice but to use Island Aire heat pumps, their model EZ EH, as replacements for my customers. To put it mildly they are pieces of junk. One would very hard pressed to find a poorer made unit with inferior parts. The assembly is utterly sloppy their safety controls do not work and the failure rate is high, due to leaking evaporator coils. Any other manufacturer would be out of business if they produced such junk. Finally I found better made units in Canada made by Cool Cat.

Review: I BOUGHT A DEFECTIVE HVAC IN JUNE OF 2011. I HAVE HAD NUMEROUS PROBLEMS WITH THE UNIT AS SOON AS 4 MONTHS AFTER PURCHASING, THE UNIT HAS BEEN SERVICED 4 TIMES. ISLANDAIRE DID THELAST REPAIRS, AND REFUSED TO RETURN CALLS, RESPOND TO A LETTER AND EMAIL COMMUNICATIONS REGARDING COMPENSATION I AM REQUESTING FOR LOSS OF HEAT & AC CONTINUOUSLY SINCE THE PURCHASE OF THIS $1600 UNIT, PLUS SUFFERING THROUGH THIS CURRENTS SEASONS FRIGID TEMPERATURES. I HAVE HAD NOT HAD ADEQUATE HEAT THIS ENTIRE SEASON, AS THE UNIT WOULD NOT BLOW HOT WHEN CHANGED OVER FROM AC IN OCTOBER 2013. LETTER SENT PRIORITY MAIL TO [redacted] & [redacted], AS WELL AS A VERBAL MESSAGE LEFT WITH [redacted], AND A VOICEMAIL. [redacted] DID NOT RESPOND TO VOICEMAILS NOR EMAILS.

(3) UNITS WERE PURCHASED THROUGH VENDOR NORWEST HEATING & AIR CONDITIONING LOCATED IN [redacted].Desired Settlement: DO NOT WANT A PHONE CALL NOW FROM ISLANDAIRE. ALTHOUGH REPAIRS HAVE BEEN MADE, I DO NOT HAVE FAITH THAT THIS UNIT WILL NOT BREAK DOWN AGAIN WHEN I GO TO CHANGE FROM HEAT TO AC IN 2014. BECAUSE OF THEIR REFUSAL TO ADDRESS ME PERSONALLY, I AM SEEKING MONETARY REIMBURSEMNT.

Business

Response:

Good afternoon.

Per your complaint I checked with [redacted] here at Islandaire and he has referred your inquires to Norwest. They are the service contractor that purchased the units and supplied them to you. Regarding your request to solve your current no heat issue our controls can be set to override the heat hump operation and just use the back up electric heat. A contractor would have to complete this operation and be paid for their service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

WHY WOULD I PAY ANOTHER COMPANY MONEY TO OVER-RIDE A DEFECTIVE HVAC UNIT THAT WAS SOLD TO ME WITH PROBLEMS FROM THE VERY BEGINNING & NEVER REPAIRED OR RECTIFIED TO SATISFACTION WHILE STILL UNDER WARRANTY. ISLANDAIRE ALSO COMPLETED REPAIRS ON SAID DEFECTIVE HVAC ON DECEMBER **, 2013, BUT ALLOWED THE HVAC TO BOUNCE AROUND ON ONE OF THEIR TRUCKS FOR OVER 2 WEEKS BECAUSE ISLANDAIRE'S DRIVER FORGOT TO DELIVER THE UNIT TO NORWEST, AS PROMISED ON MONDAY DECEMBER **, 2013, ALLOWING ME TO GO WITHOUT ADEQUATE HEAT FOR 3 MORE WEEKS BECAUSE THEY THEN SHUT DOWN UNTIL JANUARY [redacted], 2014.

PROBLEM NOT RESOLVED.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have already responded on the last email.

Review: I originally contacted Islandaire to conduct maintenance on my ACs and check one of them for any issues as it was leaking. They checked the ACs and said there was noting wrong. As my AC was still leaking I called them back to request service. I kept being referred to [redacted] who would ask me the same exact questions (address, model number etc) and would never follow up with me. After repeated calls (at least 12 and over a period of a month) she finally scheduled someone to come over. THe technicians told me that the problem was a leaking collection tray and told me they would order a new one and would have it installed the following week. Again, I tried numerous times to coordinate with [redacted] and [redacted] who oversees service in the NYC area, and either would not get call backs or would be told that the service technicians would come at a given time, without that being the case. It took another 3 weeks to finally get a commitment for technicians to come replace the tray. After the service, the AC is leaking worse than it did prior to service, the exterior parts were not properly installed and my floor has incurred water damage because of the large volume of water that has leaked from the ACDesired Settlement: I would like the AC to be properly repaired for no additional charge immediately and a formal apology letter. If the unit is not reparied by end of week beginning August **, I plan to take legal action.

Business

Response:

I just reviewed this customers information with our service division and here is what they have provided to us; the unit was manufactured in 2005, the first service call noted the unit was leaking water on the floor due to a broken drain pan; a new drain was ordered at a charge of $225.00 plus tax. Due to the length of time it took for the drain pan to be fabricated [redacted] took $100.00 off the cost as a show of goodwill. The new drain pan was install on 8-**-14. On 8-**-14 customer claims water is still leaking onto floor. A service tech is already scheduled for tomorrow to check out the issue and get it resolved. Regarding the service calls we tried to schedule calls a number of times but the times were not good for the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They did arrive this am unannounced - they had to cancel yesterday's appointment due to weather but never responded to my email as to when they were rescheduling for. During today's unscheduled visit (they fortunately caught my husbamd on his way out to work) they figured out that the problem is due to a different cause. I assume that had they done the appropriate QC at the first appointment they would have figured that out...

As for their comment on the info I provided, I called at least 5 times in the beginning of this process and was asked mutliple times by the same person for the model number, the serial number, the name and address, which made me highly suspicious that nobody was taking down the information or following up. The service people themselves have mentioned to me a few times that there is a lot of discontent among customers beyond myself around servicing and that the company is too short staffed. While I feel for them, as a customer I expect customer service and responsiveness and have not asked for anything beyond a professional norm.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a PTAC unit a year ago. The end of May, the unit started leaking We contacted the company to have someone come out. They responded two weeks later and set up an appt. for an outside service company to inspect the unit. A week later, the company came, saw that a coil was freezing, which was causing the leak and told us to call the company back for a replacement. We did and got no response. We followed up and were given the run to speak to everyone else except someone from Islandaire, including a second outside company. After calling severl times, we wer told by one of the employees the top [redacted] would call us back within 48 hours. OVer a week went by with no response. We call again, and after atetmpting to give us yet another run around, we advised that we wanted a refund, a new unit or we could settle it in court. We finally spoke to the [redacted] who said he would come himself. However, ten minutes later, we received a call from [redacted], their alleged affiliate who said someone would be coming. We again stated we wanted a new unit, stop wasting our time sending all these people to insepct, letting the warranty period run out. However, an inspector came and agains confirmed the unit is malfunctioning, in addition to the leak, the floors were damaged from teh leak and the unit is not cooling which is its intended prupose. He then told use we needed to cal teh oroginal sales person. All of these peopel work out of the same office and know each other, yet no one will correct the situation. We called [redacted] back who told us they were told by Islandaire to just send someone so we would stop calling, then tell us it was out of warranty. However, we hd the tech take photos of the floor and in his written report, note that the unit needed a replacement. Of course, not response. It is the middle od the summer, the PTAC unit does not work and Islandaire will not respond.Desired Settlement: I want a refund of the $2000 I spent on this piece of junk, in addition to the cost to repair my damaged floors, damage caused by the leak from the unit and of course, never to to business with them again.

Business

Response:

On 4-**-14 an order was placed for one EZ Series CM unit and one room enclosure. On 6-*-14 customer emailed [redacted] about status of order. On 6-**-14 unit and room enclosure were installed. From 06-**-14 thru the beginning on June 2015 we can only assume the unit ran perfectly fine for a complete year since no emails or calls were made to Islandaire. June 2015 customer contacted Islandaire saying the unit is defective now and is dripping water on her wood floors. As with any customer service request, Islandaire customer service forwards the service call request to one of our authorized warranty service centers to handle the service call. Based on the information she provided it looks like the service call did not happen as fast as it should have. On 06-**-15 [redacted] Service was sent to the location to handle the service call under the factory warranty, and no cost to the customer. They noticed an ice buildup on the unit and said they would need to remove the unit, repair it and bring it back. The homeowner said no they want a new unit. On 07-**-15 [redacted] recvd an email from [redacted] regarding all issues with the unit and the issues with getting service, demanding a new unit or a full refund. [redacted] said he can not authorize either and would speak to management for an answer. [redacted] dispatched a service tech to see what was going on with the unit. The tech was told not repair the unit and they want a new unit. [redacted] responded to [redacted]s email "I will give you 48 hours to contact the proper person to get the authority that you need for replacement or refund". And stated "I am an attorney and have tried to resolve this amicably as a consumer. I have drafted a formal summons and complaint naming Islandaire and [redacted] as defendants, to be filed Friday morning in Civil Court, seeking equitable remedies including a refund of my money for the defective unit, the cost of repairing my wood floor, and any other remedy deemed proper by the court for the lack of customer service, if I do not hear from you by end of business Thursday 7-*-15." [redacted] responded "I spoke to the [redacted] of the company. He said that the unit is a year old and still under the warranty. He said to let [redacted] Air Solutions take the unit and bring it back to us. We will repair the unit under warranty and return it to you. If the unit is not repairable we will provide you a brand new unit. I have copied [redacted] Air Solutions on this email." At 5:25 pm [redacted] responded "NO after dealing with your company and lack of service as I stated to [redacted] and [redacted] of Diamond Air, I want a NEW unit. There is no reason for a unit supposedly manufactured a year ago to be malfunctioning in less than a year. [redacted] of Diamond Air stated that the unit should be replaced, that he handles units under warranty and that a new unit would in fact be provided and that you all would stop wasting my time. You either provide me with a new unit or a refund. I am not going to sit in a hot house in the dead of summer while you take weeks on end to repair that piece of crap unit that ruined my wood floors (yes your service tech has pictures of it). Further, please be reminded that you have other customers in my building who would be happy to know about the service this company provides."As previously stated the unit worked fine for ** months. We have offered twice to repair the unit at no charge and if it was not repairable, replaced. If it was repaired back in June the issue would have been resolved and they would have cooling. Let us know when to pick up the unit to be checked out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The business response is completely misleading, disingenous and false, providing yet another example of the games being played. AT NOT TIME DID THIS COMPANY OFFER US A REPAIR UNTIL WE ADVISED A LAWSUIT WAS LOOMING. When the complaint was first made to Islandaire, their computer system was down and they were unable to pull up our serial number. We were told by "*" to call [redacted]. We spoke with "*" at [redacted], who told us she had no record of the serial number because [redacted] did not install the unit. However, if Islandaire would/could confirm it was under warranty, they would come out to service the unit for us. We called Islandaire back, and instead of confirming the warranty, they just referred us to another company, [redacted]. NO REPAIR WAS OFFERED.When [redacted] came to inspect the unit, a repair was NEVER offered. they were there to inspect adn report back only. They inspected the unit, saw the ice forming, causing the leak to the floor and told us they could NOT take the unit WITHOUT notification from Islandaire that it was covered under warranty or there would be a charge to us, the customer. They advised us to call Islandaire and if approved, they would come back for the unit. We contacted [redacted]at Islandaire, again, told her what [redacted] advised and again, instead of confirming the warranty, referred us to yet another person, "**" who would get back to us within 48 hours. AGAIN NO REPAIR WAS OFFERED. Another two weeks went by with nothing from Islandaire. When we followed up, because at this point, the unit was not cooling, we demanded to speak with smoeone with authority about getting the unit replaced, because at no time had we been offered a repair. [redacted] again referred us to "**". After being placed on hold we spoke to **, who told us we probably were not under warranty but that he would come out and look at the unit himself to confirm what [redacted] found because they were having issues with [redacted] and wanted another opinion. Further, nothing had been done to date because we were out of warranty. After disputing the warranty issue, "**" said he would come out himself the next day. Instead, 10 minutes after getting off the phone with "**", we received a call from "*" of [redacted], stating they were Islandaire's affiliate/in house warranty company, that he received an email from "*" of Islandaire regarding the issue with the unit and that they were sending someone to the house and that if determined the unit would be replaced, it would. We objected to havnig yet another person only come to look at the unit because over a month passed by and no action was being taken by ISlandaire, it was hot and the floors were ruined, howevr, our biggest concern was the heat. He assured us it would be taken care of. OF NOTE, AGAIN NO REPAIR WAS OFFERED. The following day a tech from [redacted] came to the house. Upon his arrival we asked what he was there to do. He stated he was there to look at the unit and report back. He determined it should be replaced. At first he stated we should contact the original installation company. After advising it was his company who installed it, he told us we would have to speak to the original sales person, who was the only person who could request a replacement. AGAIN, NO REPAIR WAS OFFERED. Later that day we contacted "*" from [redacted] as to what was going to happen with the unit, after his tech inspected it, took photos of the floor and determined it should be replaced. "*" stated at first, "oh he did?" in shock, then stated, he could not make that decision, we were out of warranty and that he was told by "**" only to send someone to look at the unit (a complete 180 from his statement the day before, that the unit would be replaced, that they were the warranty company and that they would make sure this was taken care of). After stating he had no authority to make the decision about replacement, he told us we would have to speak with "**" his [redacted], because he did not make decisions about replacing the unit. AGAIN NO REPAIR WAS OFFERED.We communicate withthe original sales person of the history of this issue, "**". HE ALSO stated he could not make the decision abotu replacement, only management could. We requested the name of "management" because as you can see, we had already been referred to numerous people, none of whom had any authority. ONLY after stating we intended to file a lawsuit for damage to the floors, and for a replacement unit or refund, were we offered a repair. All we orignally wanted was for the unit to work properly. Instead, they jerked us around for over a month, leading to this point. Contrary to Islandaire's response above, the delay in getting the unit repaired and working properly was due to their oen neglect as follows: (1) Not having the serial number; (2)not confirming it ws under warranty; (3) sending us to 3 different service companies without confimring it was under warranty; (4) sending people to look at the unit and NEVER ONCE OFFERING A REPAIR until a lawsuit was was looming; (5) not rbeing responsive to the compplaint; (6) telling us we would get a replacement and they denying the offer. I want a replacement with a new warranty or a refund. I do not want to do business with this company any longer, nor should I have to. They have proven to have no customer service whatsover, not responsive to paying customers and just overall disingenuous.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Per the customers request we will be replacing the unit with a new unit. Have the customer email [redacted] to set up the change out. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved as to the unit in question only. This however, does not waive any rights I have for future claims for property damage as a result of the delay in service.

Sincerely,