ComplaintsforNorthAmerica HVAC

Residential Air Conditioning Contractors

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Complaint Details

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Initial Complaint
05/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a gas valve for a ***** water heater. It turns out all I needed was a flammable vapor sensor, which I also got from them. They say they require an *** to get a refund. I emailed and I called, asking for this form so that I can send the valve back. Crickets! No response from them at all.
Business response
05/13/2024
Our normal business hours are M-F from 8am - 4pm EST. We show no record of any phone calls or voicemails from this customer. On 5/13/2024 at 9:21 AM we received the first and only email from this customer indicating he has been trying to reach us and asked to return the part. At 10:40am the customer was sent return instructions to send the part back to us at the following address: NorthAmericaHVAC.com! *** * ********** **** ******** **** *** *********** ** ***** for a refund minus our standard 20% restocking fee. We received this complaint at 11:06am, which was approximately 25 minutes after those return instructions we sent. At this time we are awaiting the part back at our location and will issue a refund upon return.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Friday, February 23, I ordered a fan motor from North American HVAC order *******. I paid extra shipping for two day delivery. I had it shipped to Florida, where I am staying. I included my phone number in case of issues. I need it badly. Later in the evening I notice an email saying they believe my purchase is fraululent, and it has not shipped. They claim I gave incorrect information. -Not true. I double-checked. My info is correct. I need that motor, now. I paid extra to get it quick. They did not attempt to call me. I just sent then all the information they asked for (again), but they are closed until Monday. That's 3 days from now. I cannot wait. I want them to ship it overnight, and absorb the cost. This is not right. I need that motor. I did everything correctly. -***** ********** ************
Business response
02/26/2024
We apologize for the confusion with this order. First we would like to make sure our customers are aware our shipping time frames are business days only. Ordering 2nd day delivery on a Friday means your package will be delivered by Tuesday at the latest. We have a fraud filter in place for any order placed over $100 where the billing and shipping addresses do not match. In this case, the billing address was in Michigan and the ship to address was Florida. We have seen an increase in fraudulent activity recently, where stolen credit cards are used to make purchases and will have addresses that do not match. To prevent these fraudulent charges, we have a filter in place to send an email to the customer, asking for them to confirm some information on their order before we can proceed. We sent that email at 10:04am, just 2 minutes after the order was placed, on Friday 02/23. We did not hear back from the customer in the remaining 6 hours that we were open on Friday. We are closed on the weekends and did not receive a response to this email, until Monday morning. In our response to that email, we did explain to the customer their options at this time. We still have the capability to get this package delivered on time to the customer, but they have become increasingly hostile. To prevent any further complications for this customer, we have decided to cancel and refund this order in full.
Initial Complaint
07/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 7, 2023 I ordered a OEM GE Carrier Bryant Payne 1/2 HP 120 240 ECM Blower Motor from NorthAmericaHVAC an online business. The motor I received was not what was pictured online but they said it should work. Their return policy is 14 days but I was unable to schedule a licensed HVAC in that time frame. When the HVAC man came and tried to replace the old with the new motor he stated that the new motor does not work. I tried to return the motor but through a chat was told that it was past the 14 days and they could not help me. They did suggest that I go to the manufacturer and get help there. It is not what I ordered. It does not work. Also in the chat with them where they told me "it doesn't matter" that the picture on the website isn't what I got. When I asked to have someone call me they stated that don't have "dedicated customer support line". They further stated that "it is the way of the future" to not send what is pictured.
Business response
07/20/2023
The listing the customer ordered from us on 06/07/2023 clearly stated " This is a BRAND NEW GE Carrier/Bryant/Payne ECM BLOWER MOTOR. The part #is HD44AE158, which is the OEM replacement for old GE Genteq part # 5SME39HL0003". The customer was shipped motor HD44AE158 directly from the Carrier factory. After this was delivered to the customer on 06/12/2023, we never heard from the customer until 07/05/2023 when he reached out via live chat asking to return this part for a refund. Our return policy, which can be found at the following link: ****************************************************** does clearly state there is a 14 day return policy. At this time, we would not be able to accept a return for this item.
Customer response
07/24/2023

Complaint: ********
I am rejecting this response because:
The NorthAmerica HVAC website had a picture of what was required for our system. I thought what was displayed on the website is what I would receive. They never asked if I would accept a replacement part. No one stated that it would be anything other than that specific part.
After more research, I found that the part I ordered #5SME39HL0003 could be replaced with CPN# HD44AE116. That is not the part I received. I received CPN# HD44AE158, which does not work on my HVAC.
On July 7, 2023, when a certified HVAC person came to service my HVAC the part was found unusable.
I am requesting the full refund of the purchase price including shipping and sales tax of $982.87.

Sincerely,

***** *****
Business response
07/25/2023
As we mentioned in our previous representation, our website clearly states there is a 14 day return policy. This customer waited 26 days from the date of order to reach out to us and ask for a return. They are well past that return policy outlined on our terms and conditions on our website: ******************************************************
Per the screen shots attached, 5SME39HL0003 at one point replaced Carrier part HD44AE116, but according to Carrier that part was then replaced by HD44AE158. This motor was shipped directly from Carrier to the customer and they did receive HD44AE158, which is the most recent updated version of this motor at this time. The screen shot taken from Carriers website clearly indicates "Old part HD44AE116", "New part HD44AE158". We can confirm the customer received the correct motor. Since they did not reach out to us within the first 14 days of placing this order, we cannot accept a return at this time.
Customer response
07/31/2023

Complaint: ********
I am rejecting this response because:
The part did not work once we were able to get a HVAC specialist to install the motor. The specialist stated that it was a defective motor. I expected that a new motor would be working. Had no way of knowing that the motor was not working within the 14 day window without installing the motor. Please refund on the price I paid for the defective, not working motor of $982.87.
Sincerely,

***** *****
Initial Complaint
07/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought a condenser fan motor for a heat pump unit. Installed it myself. 3 months later the fan motor fails and I question the company on the return policy for warranty coverage and I am told no warranty coverage if I installed the motor myself. Thats crazy. I am being penalized for saving myself money. Installing a simple fan motor. The fan was cheaply made in Mexico and it failed. I should be able to recover my money on this issue.
Business response
07/05/2023
As of 07/01/2023 Climatek has started offering 1 year warranties on all of their parts. We have sent an email to the customer with this information and invite them to file a warranty claim for this order. We are very sorry for the confusion and inconvenience with this order.
Customer response
07/08/2023

Complaint: ********

I am rejecting this response because:

I had no choice, but to locate another retail vendor and purchase a new fan motor while we were in dispute. This companies new warranty program doesn't provide full refunds only credit. I have no reason to ever due business with them again. I am out over $350, and they ran me around long enough to know I was going to find another source.
6 days without AC in 95 degree hot temps was too much for my wife and I to endure. We are elderly and our situation was unsafe.
I'm glad they offer warranties, but it is too late. I want a full refund.

Sincerely,
******* *****
Business response
07/11/2023
*** ***** placed this order originally on 04/11/2023 and did not reach out to us to advise of an issue until 07/03/2023, the day before a Holiday. On 07/05/2023 when we opened back up, we advised him that we did just start a new warranty process for Climatek parts on July 1st and invited him to start a claim with our warranty department. We sent him instructions on how to file a warranty claim on 07/05/2023. He finally initiated the claim on 07/10/2023. This morning he was sent return instructions to send the motor back to us for a refund. We are awaiting the return of this part as of today and will refund the motor upon return.
Customer response
07/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******* *****

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Initial Complaint
03/03/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Now that I've read through several of these complaints I see an obvious pattern of bait and switch. This company makes you think you are buying a particular part but sends you something different that you have no idea about. They try to get you to accept what they sell instead of what you believe you are buying. A factory-installed condenser fan in one of my HVAC units needed to be replaced so I uninstalled it, Googled the manufacturer/part number (Genteq 5KCP39FGV442AS) and found it on USAHVACSupply.com. As you can see in the uploaded picture (********************* their webpage lists my EXACT part number and the picture is the EXACT motor I need. There are no other part numbers or any other information listed anywhere on the webpage. I ordered this motor on Feb 21 and received it on Feb 23. On Feb 25 I opened the package to install the motor and saw they had sent me a ServiceFirstOEM MOT18623 which has different physical, electrical and performance specs instead of the motor listed and pictured on their webpage. Within the hour I emailed them at the address on my order summary page to tell them about the motor I received vs the motor I ordered but it bounced back as undeliverable. I went to their website but it was down stating religious reasons. On Feb 26 I emailed them two more times but received bounce backs as undeliverable. On Feb 27 I filled out their online return form (see Return.jpg) but received no response. On Feb 28 at 3:42pm I called but had to leave a VM. On Mar 1 I received an email from info@NORTHAMERICAHVAC.com stating I would be charged a 20% restocking fee (See the pattern here with the other complaints?) and no shipping reimbursement. NorthAmericaHVAC.com lists MOT11051 as a replacement (see NAHVAC.jpg). But this is also incorrect due to different physical, electrical and performance specs which I can further explain if I'm allowed more characters. I want my total amount ($350.72) plus return shipping ($28.75) refunded. See Track.jpg.
Business response
03/06/2023
*** ***** reached out to us on 03/01/2023 concerned he may have received the wrong part. After further review, we did explain he has received the most recent OEM version of the motor that was ordered and it is a compatible replacement that should work for his needs according to Trane. We do have a standard 20% restocking fee on all general returns on our website. On 03/06/2023 we reached back out to *** ***** and explained we would waive that restocking fee and offer a full refund, if he returns the motor back to us. As of now, we await that return.
Customer response
03/06/2023

Complaint: ********

I am rejecting this response because:
It does not include the shipping I had to pay to send the motor back to the seller. I will accept a refund totaling $379.47 which is my total purchase price ($350.72) plus return shipping ($28.75),
This is a textbook bait and switch scam. I have attached a screen capture of their webpage (USAHVAC_webpage.jpg) that still today lists the part number and contains a picture of the exact motor, Genteq 5KCP39FGV442AS, I ordered (BAIT).
There are no other part numbers on the webpage.
There are no other pictures on the webpage.
They never asked if I would accept a different part.
There was never any indication I might receive anything other than exactly what I ordered.
Instead of the part I ordered they sent me the part they have (SWITCH). By their own admission they don't even sell a Genteq 5KCP39FGV442AS motor, yet it remains on their website.
The MOT18623 they sent me, which is a less efficient motor, has to be taken apart, parts reoriented and put back together to be mounted. Even if I had been offered this part as a less-expensive substitute I would have declined. Just look at the other BBB complaints and you will see this same story over and over - customers received parts the seller had instead of what they ordered.
This entire situation could have been avoided if the seller was forthright about the products they sell.
I returned the part in its original packaging on 3/1/2023 (please see Track.jpg) and it was received by the seller on 3/3/23 at 8:35am (please see Received.jpg).
Sincerely,

**** *****
Business response
03/08/2023
Again we are sorry for the inconvenience. In the HVAC world, parts are constantly being upgraded, superseded, and replaced to stay current with industry standards and to make sure the parts stay efficient. We cannot keep up with every update, but do our best to make sure our information is accurate. We will look into this listing further and make the necessary changes needed. As always, every customer has the option to return the part if it will not work. We did send this customer return instructions via email. If they would like to return this motor for a refund, please follow those instructions and get this item returned back to us.
Customer response
03/09/2023

Complaint: ********

I am rejecting this response because:
I selected Reject Business Response because there was no offer to accept or reject. As a matter of fact, I don't think the seller even read my last response or they would know that I have already returned the motor and they have been in possession of it for almost a week (please see the tracking and delivery pictures I submitted in my last response). Also, I told them what I would accept which is a refund totaling $379.47 which is my total purchase price ($350.72) plus return shipping ($28.75),
Again, the facts here are simple. I ordered exactly what the seller had listed on their website. They sent me a different part without asking if a different part would be acceptable. This seems to be a common practice of this seller as it is the basis of a large portion of BBB complaints against them. The part they sent is a less efficient motor that must be taken apart, parts reoriented and then completely reassembled just to be mounted. This entire situation could have been avoided by an accurate webpage listing or a pre-shipment email asking if a different part would be acceptable to me.
I will accept a refund totaling $379.47 which is my total purchase price ($350.72) plus return shipping ($28.75), Will you agree to this or not?

Sincerely,

**** *****
Initial Complaint
03/03/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They sent me a completely incorrect ECM motor and are telling me the specs (HP, Voltage) does not matter and this is an actually replacement from *******. It is in-fact not the replacement and I have sent them pictures, URL where they can see what the actual replacement part number is and they refuse to accept their mistake. The part I ordered was HD46MQ125 but what was sent was HD44MR126. Pictures of the item received. The ******* enterprise website clearly shows that the alternate part number for HD46MQ125 is HD46MQ132 because HD46MQ125 is discontinued. A search on ************************* for HD46MQ132 will show clearly that this is a replacement for HD46MQ125. The wrong part send has lower horse power and the voltage does not match so it is not a replacement for the hardware I paid for. I also paid significantly higher for 2 day shipping but they sent the part via *** ****** and would not issue the refund. Please do yourself a favor and do not buy from any websites, e*** *** ****** that are associated with these guys. They refuse to acknowledge their mistake but make it appear they are here to help. They send me an RMA to return the part but will not pay for return shipping or refund for the shipping I paid for which they did not honor. Their order shows a tracking number for 2 day shipping (*** ******************* but that particular tracking shows the item was never even dropped and only a label was created. The item was actually shipped using tracking number ****************** which was direct shipped from the supplier as *** ******* At this point I have zero trust in this company as I believe they are running a major scam and shipping cheaper parts to their customers and refusing to do anything about it. I am expecting a full refund including shipping plus paid return shipping. I do not have trust in these guys to issue the refund after they receive the item so I need a guarantee. This company operates at different websites and you can see the negative experiences customers have.
Business response
03/06/2023
On 02/28/2023 we originally spoke with **** ***** about their Motor order shipping from our factory to their location. We were able to obtain that tracking information on 03/01/2023 and sent this to the customer. According to ******** part
HD46MQ125 was superseded and replaced by motor HD46MQ132 which is more efficient. We explained this to the customer on 03/03/2023, when they reached out asking to return the motor for a refund. We sent the customer return instructions via email and offered a full refund upon return. As of now, we are waiting for this motor to be sent back to our location. Attached is a screen shot from ******** website showing that HD46MQ125 was replaced by motor HD46MQ132.
Customer response
03/06/2023

Complaint: ********

I am rejecting this response because:
I am rejecting this response because as I had mentioned to the representative on the chat that the motor they actually sent is ******* part number HD44MR126 and not HD46MQ132. In fact I have the chat transcripts to prove that the representative not once mentioned the part number they claim is what they shipped and even when I presented the pictures and the incorrect part number shipped, the representative only stated that this part will work when the specs of this incorrect part shipped is different from HD46MQ132 which can be pulled up on *******enterprise.com. Attaching the images again of the actual product I received with the part number clearly visible, specs for the incorrect part and the replacement that the business claims they shipped and chat transcripts for proof.
To add additional clarity since many part numbers are involved.
Part I ordered: HD46MQ125 - 3/4 HP 115 V
Part I actually received - HD44MR126 1/2 HP 120 V
Part business claims they sent - HD46MQ132 - 3/4 HP 115 V
Sincerely,

**** *****
Business response
03/08/2023
Again we are sorry for the inconvenience. In the HVAC world, parts are constantly being upgraded, superseded, and replaced to stay current with industry standards and to make sure the parts stay efficient. We cannot keep up with every update, but do our best to make sure our information is accurate. We will look into this listing further and make the necessary changes needed. As always, every customer has the option to return the part if it will not work. We did send this customer return instructions via email. If they would like to return this motor for a refund, please follow those instructions and get this item returned back to us.
Customer response
03/08/2023

Complaint: ********

I am rejecting this response because:
You have clearly sent me the wrong part but would not accept the mistake. You are not even addressing all the facts I have provided. You have also not addressed the fact that you charged me for 2 day shipping get shipped ground. You will also not refund my shipping charges not paying for return shipping. Looking through google reviews, you do this quite frequently and i am convinced that you do this on purpose. The simple fact that you are dodging all of the facts and making baseless claims and playing victim just shows that you are running a scam. This will get reported to every agency I am able to notify.
Sincerely,

**** *****
Initial Complaint
02/14/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company sent me the wrong part I sent them back gas valve however my furance barb fitting was on that and been trying to contact company to send that part that was accidently put in box there is not a number to talk to anyone only email company states that they sent wrobng gas valve and wants me to pay a restocking fee all I want is the bar fitting that goes to my furance for the central air as furance will not work without in and it was accidently put it box when shipped the first gas valve vback
Business response
02/14/2023
We have been in contact with *** ********** via email and have pulled the piece that he forgot to remove from his return and shipped it back to him via USPS tracking number *********************1. As far as our return policy goes, it is clearly outlined on our website that if a part has been returned in a used condition, without an invoice from a licensed technician, that there is a 50% restocking fee applied to that refund. ******************************************************
Initial Complaint
01/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I spent 220.00 on a new furnace blower motor and capacitor from north america hvac ***** delivered it to the wrong address. I contacted ***** and opened a claim and all they can tell me is that it was deliver and have the shipper initiate a lost packa** procedure. I spent a week of going back and forth with america north customer support and all they can say is the packa** was delivered and it is out of our hands, Thanks a lot sharon. they **t your hard-earned money and all they can do is say sorry but that does not help the fact that they didn't come through with the transaction. Transaction date 12/18/2022 I paid 220.00 for a furnace blower motor and capacitor. Dispute I never received my parts and they will not initiate a lost packa** procedure for ***** as directed by ***** so I can **t a refund. They said it is out of our hands the packa** was delivered and will not help me with deal with ****** Tracking #************ Your order ID is *******.Your Order Contains... Cart Items SKU Qty Item Price Item Total AO Smith Replacement Furnace Replm Blower Motor 1/3 HP 115v F48P23A50 MOT67 001-E54 1 $151.99 USD $151.99 USD ** Capacitor Oval 7.5 uf MFD 370 volt Z97F9001 97F9001 CAP51 0753O-E24 1 $14.24 USD $14.24 USD Subtotal: $166.23 USD Shipping: $32.49 USD Sales Tax: $20.37 USD Grand Total: $219.09 USD Payment method:: Credit Card
Business response
01/24/2023
This customer reached out to us on 01/03/2023 stating he had not received his package. According to the tracking it showed this was delivered to the customers front door on 12/28/2022. The customer starting using profanity and being very insulting when we asked him to reach out to his local *****, for help locating the package at the time of delivery. We advised we would start a claim with ***** on our end, but it can take several weeks before their investigation is completed. The customer continued to curse out our representatives via text message and again via email. On 01/12/2023 we received a chargeback claim from his credit card company. Once these claims are open, our hands are tied while the investigation is done with the credit card company. As of today, both the ***** claim and the Chargeback claim are still pending as we wait for a result from both companies.
Initial Complaint
10/24/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The company shipped me a faulty product that was supposed to be new. It may have been damaged in shipping, I'm not sure. But I was out of the country for work for the last month and just had the opportunity to unbox the product and it wouldn't work. The company refused to refund or warranty the product, stating that I was "beyond the 30 days."
Business response
11/28/2022
Last month I spoke with your company about an issue with our contact information on your end. We updated that information on your end, and this is the first time we are hearing about Complaint ID ******** from 10/21/2022. We are typically notified of these complaints via mail through ***** We never received any letters about this customer, so I apologize for the delay on our end. Below is our representation for this complaint.

Mr. ****** ****** ordered a motor from our ****** store on 09/09/2022. Our return policy on ****** is 30 days. The customer contacted us via our live chat option on 10/21/2022 asking to return the part for a refund. We explained the return policy and then made a one-time exception for him and offered to have him send it back to us for a refund. We sent him a prepaid shipping label via **** tracking number *********************** As of today, the part has not been returned back to our facility. We have been waiting on the return of the motor, to issue a refund. The customer has not spoken to us in over 30 days, so we assumed he kept the part.

Please let me know if you need anything else.

Thank you,

Customer Service
North America Distribution
Initial Complaint
10/17/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I place a order for a Carrier circuit breaker but North America HVAC sent me a Rheem blower door switch, now they've admitted it's their mistake but they can't send me the circuit breaker part unit they this $5,00 blower door switch back (that I never ordered).
Business response
12/12/2022
Here is the representation for Complaint ID# ******** *** ****** ******.

Mr. ****** reached out to us on our text line on 10/14/2022 stating that he had received the wrong part. After he provided us more details, we did determine this was a listing error on our end. Since this was ordered from our **** store, we explained the return policy on **** for this purchase and asked the customer to open a return on ****. Once that return was opened, we sent the customer a prepaid shipping label to get the wrong part back. The wrong part was received back a week later, we refunded the order in full, and explained that Mr. ****** would have to place a new order under a different listing, since this one had an error and we were removing the listing completely.

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