Nordyne Inc

Hello,The last e-mail I have regarding Mr*** states that we had agreed to cover labor to install an baffle kit even though the unit has no labor coverage. This e-mail is dated 3/31/16. We believe this issue to be resolved

This company did send someone out today after I told them I contacted you all as well as going to a lawyerSo as of now I will consider the matter being taken care ofThank you so much

Complaint: ***
I am rejecting this response
because:
yes they did have *** *** install this new part But, it is still leaking I informed *** *** and they were to inform themI m away and will not be back in Lauderdale till May I will check in with you again then and let you know how the unit is and if there is any progress Thank you for your help
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You manufactured a faulty unit [*** * ***]The unit was only years old and from the repairman should have not malfunctionedSeveral parts had to be replaced including the motorI'm still requesting a new unit with the warranty
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/25) */
We would need the name of the distributor that the part is being order from as well as the part number itselfPlease call me at X-XXX-XXX-XXXX and I will work to get this part expeditedThank you,
*** ***

Complaint: ***
I am rejecting this response because:
I have already contacted *** and just as National Wholesale in Ft worth, they also have declined to handle any warranty parts, because the original equipment was not purchased through them. By no fault of my own, nor my customers, the original distributor dropped the Nordyne product line and will not obtain these warranty parts for me. The ones I did manage to get warrantied, I was charged a administration fee because I did not purchase through them. I also have covered the labor cost for at lease of my customers, because the failure was within the first two years of installationI have spent years as an ac contractor and my reputation is of the utmost importance. I am having to stand behind Nordynes' defective coils because they WILL NOT. There was obviously a defect in the C-coils as well as the Bair handlers, because of the massive failures I have had, and continue to have. Golden Stephenson, the territory rep from Nordyne admitted there was a problem, but I never got any resolution from him after many phone calls and E mails. On December 13, 2016, I sent a text with my issues to the new territory rep Kim Rochelle, who informed me there might be a slush fund that Nordyne has to help[ contractors deal with this issue. but still nothing has been resolvedI have spent considerable amount of time and my own money to keep my customers satisfied and their systems operating until this issue can be resolved. Just telling me to call someone else is not helping me. this has been going on for over two years
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/09) */
I have responded to the customer as they have e-mailed NORDYNE as well with the following:
We would like to apologize for any inconvenience you may have had with your systemThe warranty on this system is a limted year PART only
warrantyShould a part fail to operate due to a defect in material or workmanship NORDYNE would provide a replacement part for yearsThere is one claim on the air handler for an A-coil on March 28, in our systemThe section in the warranty that you are referring to regarding changing the equipment and paying $is called the Quality PledgeThe limited quality pledge states "if the compressor or the heat exchanger fails in your unit we would replace the ENTIRE piece of equipment (and pay $labor ) not just the failed part." If the current defective part is either the compressor or the heat exchanger please have your servicer file a claim with the distributor for the replacement of the equipmentIf it is not one of those two parts NORDYNE would continue to honor the limited parts only warrantyWe certainly can understand the disappointment and would interject that the year length of the factory part warranty we feel demonstrates our confidence in all parts of the systemWe regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter

12/27/Mediator changed BID and sent complaint to AB bid.12/28/10:30am Mediator called BUS to follow up on resent complaintLeft VM for *** ***.1/2/11:59am - Mediator called BUS and followed up with *** ***She reiterated that because the warranty registration card filled out and returned inside the 60-day window, the BUS was unable to help"At the time of the complaint they were already out of the base/standard warranty by years, in August of I called them and discussed all of this with them, there's a note on the registration card that informs consumers that they will receive a confirmation of receipt or to call if there are any problems so we can address them thenWe're not willing to extend them a discount or any other consideration, there's nothing we can do for them."

Initial Business Response /* (1000, 5, 2015/06/08) */
The labor and Freon charge is not something that NORDYNE charges but in fact the servicer/installer, in your case Lowen Air ConditioningPlease see attached copy of the warranty that came with this productThe warranty is a limited parts only
warranty and the third sentence states "the owner is responsible for all labor and refrigerant charges." We would suggest speaking with the company who is charging the labor regarding the amount

Initial Business Response /* (1000, 5, 2015/06/12) */
The warranty on this coil is a limited year part only warrantyWe are showing claim on this coil for a drain pan in 8-10-The install date that we have on file is 6-10-09, therefore the warranty coverage would have expired 6-10-
The complaint mentions you had service calls because it was leaking FreonIf the source of the leak wasn't correct within the first or second service call, our suggestion would be to appeal to this contractor for consideration in view of the fact that you are now facing the same issue you have paid them to address

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***i have sent this message to my service company, charlton Oil, and they will be in touch with Norte as recommended

We would like to apologize for any inconvenience the customer may have had with their system. This unit carries a year part and labor warranty and years on the heat exchanger. We are not showing any claims on this system. We would suggest that the servicer call tech
service to discuss this unit as it is uncommon to require a service company out times in such a short time span. Nortek would continue to honor the year heat exchanger warranty on this system. We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter

Nortek Global is in receipt of your letter dated March 30, 2018.I would like to apologize for any inconvenience the consumer may have had with their system. The warranty on your equipment is a limited part only, warranty for years. Should a part fail due to a defect in material
or workmanship, a replacement part would be provided under warranty. Labor, refrigerant, and shipping charges are not covered items under the limited warranty. Labor and freon are completely out of our control as the manufacture of the equipment. These rates are set by the servicer doing the warranty work. There are factors that can vary tremendously from situation to situation. We certainly can understand the disappointment and would interject that the year length of factory part warranty we feel demonstrates our confidence in all parts of the system. Regretfully the costs associated with replacing a failed part within the years are not part of the warranty coverage work that would occur. Their phone number is *** Please see attached copy of the warranty on your unit, the sections highlighted apply to your situation. We regret that you have encountered difficulty with the product and we thank you for your understanding in this matter

We would like to apologize for any inconvenience the customer may have had with their system. This unit carries coverage through *** ***, their number is ***. We would suggest that the customer call *** to discuss the coverage on the product
with them We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter

We would like to apologize for any inconvenience the customer may have had with their system. This unit carries a year part and labor warranty and years on the heat exchanger itself. We are showing two claims on this system, both were for igniters
in 2012. We would suggest that the servicer call tech service to discuss this unit should they need assistance with trouble shooting the Furnace. Nortek would continue to honor the year heat exchanger warranty on this system. We regret that they have encountered this issue and we thank you for your inquiry and for your understanding in this matter. Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/11/18) */
We would like to apologize for any inconvenience you may have had with your system. Your unit carries PART coverage for five years. We are showing 1 claim on your system. The claim was for a drain pan on 9/12/15. Nortek would continue to...

honor the 5 year parts warranty on this system. As the manufacture of the product we do not provide labor coverage, so we are not able to extend labor coverage. AIG is a third party company who could sell you an extended labor warranty which would cover any labor should a part fail in the future. We regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter.

We would like to apologize for any inconvenience the consumer has had with their HVAC system.  The warranty on this system, [redacted] is a limited 5 year parts only warranty.  If a part should fail due to a manufacturing defect, Nortek Global HVAC provides a replacement part for 5...

years.  We are showing an install date of June of 2010, therefore your unit would have been covered under the limited parts warranty until June of 2015.  The customer has requested an exception to the warranty policy.Unfortunately the time frame to register has expired.  Nortek Global HVAC must stand behind the written warranty document that comes with the unit.  As indicated in the attached copy, your warranty reverts to five years of parts coverage as the warranty was not registered within the allotted period of time.  A third party company AIG could sell an extended warranty that would bring this unit to 10 year parts and also include labor coverage for 10 years, their number is [redacted].  We regret that the customer has encountered difficulty with the product and we thank you for your understanding in this matter.  If you have any further questions please let me know.

Nortek Global is in receipt of your complaint.   To properly identify the products, please provide the complete serial number for each piece of equipment. For your reference, Nortek Global products are accompanied by a limited parts only warranty that provides for a free replacement part...

in exchange for one that fails as a result of a defect in materials or manufacturing (subject to the conditions and exclusions of the warranty which I will not attempt to detail here.) It is not a guarantee that the equipment will never require service. I will be happy to provide you with a complete copy of the warranty that shipped with the product, however, it is necessary to know the serial numbers of the equipment to obtain the correct warranty paperwork.   Please call [redacted] to discuss this situation with the warranty department.  Thank you[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
We are working with our distributor Partners supply and [redacted] to work through the current issue with her unit. We have agreed to make an exception to allow labor to cover this current problem. After researching we are wondering if there is an...

installation issue as the duct work was corrected in 2013. We believe that we have worked this out with [redacted] today, 9/10/15.

Complaint: [redacted]
I am rejecting this response because:
WOW... This is unbelievable.  I texted [redacted] yesterday as soon as I received this response and I asked who did [redacted] speak to at [redacted], her response was "I don't know" next response "why". I guess this is like the first number Ms. [redacted] gave us to [redacted] in FT worth, which was a bail bonds phone number and I already knew it had been closed for two years. I already spoke with [redacted] in Burleson last week and they said they would get the coils, but I had to purchase the coils and pay the  $50.00 Admin fee.  Eventually, I would get a refund back for purchasing  the warranty part.. but no time line on when that would occur. I WILL NOT PAY FOR A MANUFACTURER WARRANTY PART, I COULD NOT EVEN AFFORD TO DO THAT WITH THE AMOUNT OF FAILURES I HAVE.   My first correspondence with regards to the defective coils was with [redacted] (Nortek Rep) in early February of 2014.   The lack of  my ability to effortlessly be able to obtain warranty parts  for my customers began in early Feb 2016.  And now it is February 2017,still dealing with this. I have compiled letters, emails, texts, and recorded phone conversations that I've had regarding Nortek, and will be forwarding to the Revdex.com, so they can get a full grasp of not only the financial loss, along with the consumption of hours upon hours of my time, dealing with issues regarding their products... time, I can never get back. Also, these conversations will show the enormous amount of physical and emotional stress, and the lengths at which I have gone,  even with resistance by Nortek and their distributors, so that I may uphold my 22 year excellent reputation with my customers.This is not about a 3 to 5% fail rate of a manufactured product, but rather more in the range of 40 to 70% within the first one to three years, as many other contractors and consumers can attest to. Sadly, Nortek has known about this problem for several years. If the fail rate had not been so high, then we would not be having this conversation today. Today, I need confirmation that I will be able to obtain the warranty parts within a reasonable distance, and without having to pay any kind of administration fee.  Once this can solved, then we can address, the financial loss my company has suffered.Today it will be 85 degrees, I have got to start replacing these warranty parts. Right now I have 42 known coils to be leaking, you figure and average time of 5 hours each to replace.  210 hours divided by a 40 hour work week is 5.25 Weeks. I'm running out of time summer is near.
Sincerely,
[redacted]