I would like to thank BBB for allowing customers to tell it like it is. I have never had to go through such BBB in my life and IM 59yrs old. Most times I get resolutions and somethings you let go never revisit again. But this time I just cant excuse this Innovair company. I had installed a dual unit fall 2019 by certified HVAC in my rental house within 3 months it stopped working code E6. Called the company tech they mailed out an motherboard. Had it installed. The unit worked mid summer then it stopped again code E6. Called the company they sent a replacement motherboard that I had to pay for even though I'm still under warranty. Had it installed and didn't work. Let me make a long story short. I have been tossed around from one tech to another from Amssy, *****, ****** and ****. I had certified HVAC and Electrician on the phone constantly at least 10 times with these incompetent script reading so call techs. If you could see the faces on my certified techs shaking their heads on what the Innovair techs were saying. Told me change the ground do this do that which ran up a $1000 cost bill with nothing resolved. I called in the Electrical company that serves the city, I called in a 5star electrical company they all said same thing the outside unit is no good. Then it became we are no longer honor your warranty because you have not address the issue. But it was like what issue can be address if you cant yourself even know what to address. They just kept to the script. We knew the issue it was outside unit. So they said I could purchase the outside unit at a cost of $1800. Now I spent $1800 for unit then the installment $800, all the tech back and they requested $1000 buying motherboard $95, and lost of rent for entire month because it was to hot. Why would I they say under warranty if your not going to honor it coming up with lame excuses not too.. Now here's the question the outside unit service 3 connect and not the dual I had. They said no longer offer that unit anymore I ask why and I get they don't know. You just stop making it and you don't know why production stopped. LORD YOU TALKING ABOUT STRESS, THIS COMPANY WILL GIVE YOU THAT. Tech ***** on phone with certified HVAC for over 2hours after going through all his request, says take the ground wire off. I said why didn't we do that the first time being they say the ground had 30 volts over. So we did to no avail then he realize it was outside unit. He said and 4 of us heard (I'm going to send the whole electrical unit parts) The HVAC took phone from me and ask him to send the whole outside unit because it would be more expensive for them to redo the electrical at a cost of $800 for service. He(*****) said I would need to get approval. So waited nothing comes through the mail. So I called speak to Innovair had to prove that ***** was to send the whole electrical for outside and he's telling me ***** has know authority to tell you that. Told him date and time go listen to the conversation. Then I get a call from ***** saying pretty much I was lying without saying the word and was very unpleasant. All 4 of us heard him say it. So then **** went back heard it to what he wanted to hear. I say that because you know what he sent another motherboard not what was promise on the call. The HVAC tech felt so sorry for me he installed it free. What you have with this company is nothing but a bunch of young men walking around with confusions and putting it on the customers. I asked for them to take the whole boxes with the entire unit and give me my money back. You already know that answer. I took a huge lost but a valuable listen. I rent out a duplex. The first unit was a Hasier I had purchase, when it was time to install unit in other apartment I saw this Innovair unit $300 less so I jump on it. You know the saying you pay for what you get. I had to buy another new unit. I bought it local and it was Hasier. Never had a issue with the first one and the second one is doing great. Don't be like me pay up at beginning or your gonna pay way more at the end. If I was able to leave no stars they are the company that deserve it. And yes they have bad attitudes when they are being question by professionals.
We are aware of this case with the customer. All call logs are recorded as customer is aware before connecting calls. We will always work with customers and installers to support our products. This case is different and while we always try to satisfy the customers and fully stand by our products.
This customer's issue is specific to the electrical being used for the installation. We sent a part to the customer the first time free of charge, even though we advised them to correct their electrical issue that is causing the burn out. Customer's installation was showing a ground wire showing residual voltage. We explained that not matter how many boards we send out, this will always be an issue. The technicians confirmed this and we were told it would be corrected. Customer had the same issue months later and the electrical issue was still not resolved from the first time.
Customer began to complain again without fixing the electrical issue. We confirmed with the new electrician the board was burnt out due to this reason. We cannot continue to support with warranty a product due to poor installation. Customer did not want to comply and decided to threat with bad reviews till we continued to support product. Poor installation of any product will lead to issues until correct.
All calls with the technician have been recorded and will be sent to BBB for proof of poor installation causing the problem. Customer is aware of this and still decided to write this review. Once again, we will support all claims and make sure the customers are happy with our products, but if the installation is not correct, then we must defend ourselves as well.