Nordyne Inc

Initial Business Response /* (1000, 5, 2015/07/02) */
This unit carries part coverage for five years. If a licensed contractor determines a replacement part is required to repair the system, he can obtain a replacement part at the local distributor. Labor, refrigerant, and shipping charges are...

not covered items under the limited parts only warranty. Please see attached copy of warranty, page 3, the third sentence states "The owner is responsible for all labor and refrigerant charges." If the charges for which you are requesting include the part cost the servicer would need to file a claim with the local distributor. If the charges are for labor, freight, or Freon those items are not covered under the limited warranty. We indeed regret that you have encountered this issue and thank you for your understanding in this matter.

Nortek HVAC has reached out to [redacted] and asked them to assist with any warranty parts and filing warranty claims.  [redacted] has agreed to assist Mrs. [redacted] with warranty items.  Please contact [redacted] for any warranty parts you may need.  [redacted] is aware of the contact at [redacted] if you wish to contact her she could let you know who to speak with at [redacted].  Thank you,[redacted]

Our distributor in that area is AACA, there are several locations.  The phone number for the branch in Forth Worth is [redacted].  There is also a branch in Mesquite, the number is [redacted].  If you have any issues with these companies please contact us and...

we will work to find a different distributor in your area. Thank you,[redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
We have agreed to allow 1 claim on this serial number outside of the warranty timeframe. There is a note from 6-18-15 stating we will allow this claim. Please contact the servicer in regards to fixing this unit.

We would like to apologize for any inconvenience the customer may have had with their system.  The warranty on the outdoor unit is a limited 5 year parts only warranty if installed by itself and a 10 year limited parts only warranty if installed with a Nortek manufactured indoor coil or air handler.  The unit provided in the complaint, [redacted], was registered by itself without and indoor section.  We would need to know the indoor serial number to clarify if this system has a 5 or 10 year limited parts only warranty.  If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part only, we would not replace the entire unit because of a part failure.  Labor, freight and Freon are not covered items under this limited warranty; please see attached warranty document that came with this unit.  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 are not showing any claims on your system.  However the servicer has 90 days from the date of servicer to file the warranty claim.  I reviewed the call ticket from when Mr. [redacted] contacted us on August 30th and at that time we were asked why is was taking so long to get the replacement part.  We informed him that Nortek Global HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner.   If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, and the distributor would contact the manufacture (Nortek Global HVAC).  Everything must go back on the same path as the unit was purchased. Claims, parts, and equipment must go through distribution.  In this case we don't know if the servicer didn't order the part from AACA in a timely manner, or if AACA didn't order the part from us in a timely manner.  What we would need in order to investigate a parts order is the PO number where AACA ordered it from us.  We could then let Mr. [redacted] know what date that order was placed with us.  The customer requested that we replace the unit and pay for a hotel bill.  It is Nortek Global HVAC position to honor the warranty on the equipment.  The warranty addresses the product only and would not cover incidental charges that may have occurred because of a part failure.  Nortek would continue to honor limited parts 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 [redacted]

If the servicer would like to call us with the part number and the PO number where Fenco ordered the part we can research and let you know the timeframe to receive the part.  The other option would be to contact another local distributor who could have the part in stock and you wouldn't have to wait for the part to ship from our location.  Our number is [redacted], we would need to know the part number in order to assist you.Thank you,[redacted]

We would like to apologize for any inconvenience the consumer may have had with their systems.  We would also like to apologize for the lack of response from Mr. [redacted] as he has retired.  The warranty and claim history on these systems are as follows:System 1Install date...

8/19/08[redacted]           Drain pan 5/23/14 [redacted]           Motor 11/30/11[redacted]            No claims10 year limited parts warranty System 2Install date 10/18/07[redacted]          No claims[redacted]           Motor 6/28/10; Exception of $2259.40 labor paid to homeowner 4/25/13[redacted]            No claims10 year limited parts warranty System 3Install date 5/11/07[redacted]           Coil 10/25/12[redacted]           Motor 2/25/13[redacted]            Ref. valve 5/11/1110 year limited parts and labor warranty.  This system wasn’t registered, therefore someone purchased an extended labor warranty on this system to get to the 10 year coverage. If a part should fail due to a manufacturing defect [redacted] Global HVAC would provide a replacement part for 10 years.  Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document.  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 10 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 ten years are not part of the manufactures warranty coverage, unless a Buyer Protection Plan had been purchased when new as with system #3. As stated above an exception was made to the homeowner in 2013, in the amount of $2259.40. This accommodation was outside the terms and conditions of the limited part only warranty.  If the servicer needs assistance in diagnosing the equipment they can contact our technical support group at [redacted].  [redacted] HVAC will continue to honor any valid claim presented to us.  We regret that the customer has encountered this issue and we thank you for your inquiry and for your understanding in this matter.

I would like to apologize for any inconvenience the customer may have had with their Gibson system.  The warranty on this system is a 5 year limited parts only warranty.  If a part should fail due to a manufacturing defect Nortek Global HVAC would provide a replacement part for 5...

years.  Labor, freight, and Freon are not covered items under this limited warranty; please see highlighted portion of the warranty document.  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 5 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 5 years are not part of the warranty coverage unless a Buyer Protection Plan had been purchased when new (ref. Warranty attached).  We regret that the customer has encountered difficulty with their product and we thank them for their understanding in this matter.

Initial Business Response /* (1000, 5, 2015/12/03) */
We would like to apologize for any inconvenience you may have had with your system. Your unit carries PART coverage for five years. The install date based on your letter was 10/16/09, therefore your unit would have been covered under the...

limited parts warranty until 10/16/14. Attached is the copy of our screen showing that the system wasn't registered. If you have a registration confirmation that you received when your registered the product we could take a look at that in order to see why the registration isn't showing up in our system. Labor, refrigerant, and shipping charges are not covered items. We are not showing any claims under the serial number below in our system. We would suggest you contact the service company who is coming out to your home to discuss why they haven't been any warranty claims filed. We regret you have encountered this issue and we thank you for your inquiry and for your understanding in this matter.

Initial Business Response /* (1000, 13, 2015/08/05) */
Hello,
We would need the serial number of the unit to determine the warranty coverage. Please provide the serial number so we are able to assist you.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/08/06) */
Per request of...

Nordyne
Unit:
90% Furnace Model# [redacted] Serial# KGDXXXXXXXXX
Condenser 16 sheer Model# [redacted] Serial# FSDXXXXXXXXX

12/21 10:25am - Mediator called CONS, rang and rang. Never got to VM.  12/27 8:50am - Mediator called CONS, "call cannot be completed at this time." Never got to VM. Sent CONS an email. 12/27 2:27pm - Mediator received call from CONS. No resolution or update. "I even tried contacting that number they gave in their response and that company said extended warranties have to be sold through a distributor like the BUS." Gave Mediator information about AB Nordyne, Mediator will update BID and resend complaint. 1/2/18 12:05pm - Mediator called CONS and relayed BUS's lack of resolution and comments.

Initial Business Response /* (1000, 5, 2015/10/22) */
I have reviewed the information in the complaint from Mr. [redacted]. I show he has 5 serial numbers, none of the units have any warranty claims on them. The equipment is still within the 5 year warranty timeframe so the customer isn't requesting...

that we reinstate a warranty that has already expired. Based on this information we will allow these serial numbers to be registered for the full 10 year warranty. This is a one-time exception in this case only. I will have someone contact Mr. [redacted] to register his equipment.
Thank you
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint[redacted]
I am rejecting this response because:
the response was untimely at best. I was without heat for over 3 weeks for an answer. I was in constant contact daily with the company as well as filing a Revdex.com complaint. The cost of replacing the coil was not economically feasible due to shipping and labor costs. Limited warranty is inadequate, it could set a schedule for labor costs to protect manufacturer. I was offered a cost reduction of new unit for cost of coil but I had to negotiate directly with distributor, which is something the average consumer has no experience with. The distributor would not work with me because he stopped dealing with Nutone due to numerous issues. Company (Nortek) did nothing to help and was very rude to me during customer service calls.S Several customer reps were not only rude but did not follow up with phone calls and messages. Warranty manager was always in meetings and hard to get in touch with. Due to lack of support I was forced to purchase a new system. I chose a unit other than Nortek. I am asking for cash value of defective coil. If company had worked for me with the distributor, I would have accepted the discounted unit. The company basically did nothing for me even though I had 2 major component failures within 19 months of purchasing this unit. My contractor even called the company and discussed all the issues that I had with the unit. The contractor stated this unit had extreme manufacturing issues. As a consumer, I should have protection from manufacturing "lemons".
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The 10 year warranty is provided upon purchase, if you send in a registration paper (to register the product), which I "DID DO".   The company either "LOST" or "MIS-SPLACED" that registration paper, which I should not be held accountable for.  This is not an acceptable response and I would still like to pursue having the 10 year warranty honored.  As a small business owner in the Tampa Bay area, I expect to be treated with the same respect and prudence that I treat each of my customers/clients with and will not accept anything less.  This is another example of "BIG" business trying to bully the little consumer and I will not stand for it.  Please let me know what our next steps are to continue pursuing this warranty claim.  Also, I am in the initial steps of understanding how to contact our local news channel 8, which has an "8 ON YOUR SIDE" segment to assist consumers that are being mistreated by big corporations.  Thank you very much for your help in this matter and I really appreciate what the Revdex.com stands for!
All the best, always,
[redacted]. [redacted], [redacted] TM
Mobile: [redacted]

Complaint: [redacted]
I am rejecting this response because:I was told the required part was not available and the manufacturer was going to have to build the part first. I personally haven't done business with Fenco but my electrician has and I feel sure that if Fenco could have gotten the part I needed they would have. How much longer do I have to wait for this part? Warm weather will be here soon and I have no air conditioning. Not only am I having to wait for the part but I will also have to wait, after receiving the part (if I ever do) to schedule a time with the electrician to replace the part. It is also my understanding that my electrician will have to practically take the the unit apart to replace this so that will also take time. In the mean time I'm having to do without. I don't understand why this process is taking so long. If the manufacturer had just agreed to replace the entire outdoor unit this problem wouldn't have become the major issue it has and I would have air conditioning. How much longer do I have to wait?
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/09/25) */
Nortek Global HVAC has received your request for an exception to the warranty policy. I would like to apologize for any inconvenience you may have had with the installation and/or registration of your Nortek HVAC product. Unfortunately the...

time frame to register has expired. Nortek 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. [redacted] could sell you an extended warranty that would bring your unit to 10 year parts and also include labor coverage for 10 years, their number is XXX-XXX-XXXX. Thank you for your understanding in this matter.
Thank you,
[redacted]

We would like to apologize for any inconvenience you may have had with your system. Your registered unit carries PART coverage for 10 years. We are showing an install date of 7/12/14, therefore your unit would be covered under the limited parts warranty until 7/12/24. Labor, refrigerant, and...

shipping charges are not covered items. I am showing 2 claims on your unit one on 12/19/14 for an expansion valve and one on 4/23/15 for an A-coil. If you would like to send in any information you have on the service history on your unit, along with whatever the new servicer finds when he diagnosis the equipment, we can review it. We have no authority or leverage with contractors - they are all independent business and have no allegiance to any given manufacturer. [redacted] HVAC manufactures equipment and sells to distribution, the distributor sells to a servicer, and the servicer sells to a homeowner. If something fails with the equipment, the homeowner contacts the servicer, the servicer contacts the distributor, the distributor would contact the manufacture ([redacted] Global HVAC). In your case we sold your unit to [redacted] who then sold it to your installer. If you would like to speak with [redacted] regarding this issue their number is [redacted]. We regret you have encountered this issue and we thank you for your understanding in this matter.

Complaint: [redacted]
I will have my service rep contact the number [redacted] supplied. I am not sure why they show 3 different install dates. We had two units installed at same time and the third at a latter date. It may be that the model/reference numbers are not exactly correct. Also, I tried to contact Nordyne via email and phone. I understand now why there was no response to email but never received a phone call back. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Customer called at 7:33 PM, Sunday, May 22 as their AC unit was not cooling. Customer was advised that there would be a $115/hr. charge to service her unit.
Technician was dispatched at 8:30 and arrived at 9:05. He completed the call at...

9:45 PM.
The cost of the parts and labor was $273. Paid by check at the time of service. The parts replaced were normal wear and tear parts.
Our customer purchased the unit on 2/3/10 and has a Maytag Manufacturer Warranty (12 Year) for parts and labor but normal wear and tear parts are not part of the manufacturer warranty. The warranty does not cover after-hours labor charges. They have a manufacturer warranty.
The Maytag Manufacturer Warranty filed bankruptcy and is now handled by an insurance carrier. We would have to file any claim with the insurance carrier. Since this was an after-hours call and normal wear and tear parts, they will probably not cover the claim.
Our customer service manager has communicated with our customer at least 5 times and advised her that we would file a claim and if successful, we would return any money collected to her.
We have filed a claim with the insurance carrier and they will not cover the claim because of normal wear and tear parts and after-hours call. In order to try and satisfy our customer, we have filed a special request with Nordyne (company that now owns the Maytag brand) to see if they would take care of the claim. The only amount that Nordyne might cover is for the part, they will not cover labor.
We have advised the customer as to what we have done to try and secure a warranty payment and are waiting on a reply from Nordyne. Any money received will be refunded to our customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
This response was taken verbally by the Revdex.com: My Warranty is through Nordyne/Nortec. Please transfer my complaint to the warranty company so that I may receive a refund of the parts. I am hopeful that I will also receive the after hours call. I believe that I originally filed against the wrong company. This complaint should go against the manufacturer warranty company because I believe I should receive reimbursement for parts as per my warranty contact. [redacted] & [redacted] Services has been trying to get a refund from Nordyne and it has been refused. I believe I am due this reimbursement from my warranty company, Nordyne. Please see the below address for the warranty company and transfer my complaint. My Serial number is #PSD XXXXXXXXX
Nordyne
[redacted]
O'Fallon, MO XXXXX
XXX-XXX-XXXX direct number
Final Business Response /* (1000, 20, 2015/08/05) */
Hello,
We would need the serial number to determine coverage on this product. Please provide the serial number so we may look into this case.
Thank you,
[redacted]
Final Consumer Response /* (2000, 33, 2015/09/17) */
We finally got it straightened out and we got part of our money back. We got the check about two weeks ago and are satisfied with the resolution.

We would like to apologize for any inconvenience the customer may have had with their system.  This...

unit carries a 1 year part and labor warranty and 5 years on the compressor.  We are not showing any claims on your system.  We would suggest that the customer call the distributor that we sold the unit to, [redacted] at [redacted], for the name of a service company who can replace the compressor under warranty.  It appears that the compressor would be covered however the labor to install the compressor would be the customers responsibility. Nortek would continue to honor any valid warranty claims 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.