Mitsubishi Electric Cooling & Heating

Mitsubishi electric hvac warranty issue

I had my basement remolded starting in January 2014 to add additional 1400 square feet to my home. The contractor sub out the heating and cooling to a sub-contractor. A Mitsubishi unit was chosen heat and cooling of the space in the house. The unit was purchased at Meir supply company ( a Mitsubishi authorized dealer) on 3-20-2014 for a price of 2426.82. The unit was installed a few days later while I was in the hospital. The unit failed in December of 2014 and provided no heat. I called the contractor to find out who installed the unit and was told the company is no longer in business. I then found the nearest Mitsubishi authorized repair contractor FJ HESS and SON located at 116 MCTA DR SWIFTWATER, PA 18370 (FJ HESS and SON is a DIAMOND Mitsubishi dealer which is the highest level that can be achieved). I called FJ HESS and they came and fixed the unit on 12-16-2014. The unit stopped working on 12-19-2014 and again I called FJ HESS and they came out on 12-22-2014 and told me the compressor was no good and entirely new outdoor unit needed to be installed. I spoke to Blaine F. at FJ HESS and told me that Mitsubishi refused to replace the defective unit with a new on and decided to replace the compressor. Blaine told me that this is not the correct way to fix this and the new unit needed to be installed. He told me the tech who came out to look at the unit would call Mitsubishi and explain why the unit needed to replaced not repaired. The unit is warranted for 5 years from Mitsubishi. I was told by Blaine that the compressor was on back order and would not be available until 1-15-2015. I called Mitsubishi on 1-5-2015 and explained what was going on and was told if the tech said the unit need to replaced then that is what would happen. I called Blaine to tell him this and he told me the tech who serviced my unit from FJ HESS called Mitsubishi and was on the phone for 1.5 hours and was told they would not replace the unit and I never called Mitsubishi. Infuriated that I was being called a liar I called back Mitsubishi and was transferred to Anthony Goolsby | customer relations and explained to him what had happened when I called. He put me on hold and did see where I called that day contrary to them saying I didn't. He told me that even though I called that I never should have been told the unit would be replaced. MR. Anthony Goolsby told me he would speak to Blaine and get this straightened out and would let me know the outcome on 1-6-2015. I received an email from Anthony Goolsby on 1-6-2015 saying the compressor wasn't on back order and If I had any questions to call him. I called Blaine from FJ HESS and we talked again. He told me that he could overnight a compressor at a cost to ME of over 150 dollars but that the unit needs to be replaced not repaired. He also told me again the unit needs to replaced not repaired. Blaine told me that since the compressor is under warranty and the labor and Freon is not, the cost to me even though the unit is under warranty would be well over $1000.00. I said this is unacceptable and called Anthony Goolsby | Resolution Services Agent and spoke to him again. I told him that there is no way that I am going to pay over one thousand dollars to fix a unit that is under warranty for 5 years that I have had for 8 months. He agreed with me and said he needs to have a factory rep come look at the unit to see if the unit needs to be replaced not repaired, even though the factory trained and Authorized Mitsubishi repair man who physical worked on the unit said it needs to replaced not repaired. I emailed Anthony Goolsby | Resolution Services Agent today to find out when the rep from Mitsubishi will be here to inspect the unit and tell me the tech from FJ HESS (again an authorized Mitsubishi contractor). That he is wrong. All the while my house has no heat with a defective system. This is the email I was sent by Anthony Goolsby 1-9-2015 : I have received your emails and am awaiting word from our representative to proceed with your situation. I’m reaching out to him now. Regards, Anthony Goolsby | Resolution Services Agent. How long does it take to make an appointment to get someone to look at a unit that Mitsubishi knows is defective and acknowledges it is defective yet refuses to listen to their own repair people

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