Ken P Rnc

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Subject: Attention: Upper Management re: warranty replacement of 8000 BTU saddle window AC Ref # 123643

From: SONJA KARI

To: contactatsoleusna.com@***.com

Sent: Wed, May 24, 2023 8:30 am

Subject: Attention: Upper Management re: warranty replacement of 8000 BTU saddle window AC Ref # 123643

We were quite excited to remodel our mobile home in Fl with the Soleus 8000 saddle window AC,model S3-08E-201, the first AC we ever bought. We figured it was the answer between other window ACs and a mini split which cost too much.

For the price of over $660 we thought we were smart consumers and with all its bells and whistles, your AC seemed top of the line. Never did we think in only 11 months, it would quit. When I called about the 'E 1' msg that showed up on otherwise dead AC unit, I was advised it could not be fixed. Wow.

Cindy was very helpful in that its in the 90s here and my wife is 74 yrs old. She agreed to ship out replacement ASAP as still one month warranty. She stated that she could not authorize a return postage label tho. I, ken, agreed to send old one back as broke AC in FL is emergency health issue, essential for survival.

I figured maybe $50 at most. What choice did I have anyway? She also required that the replacement be put on a charge card until old one returned. Wow again.

I had to go out a buy a $340 portable to help us survive until replacement arrived. Which it did exactly a week later, kudos to Cindy. Took two days to install as we had modified window to accommodate a saddle which we expected to last much longer than a cheap $200 model which, btw, have 5 at least year warranties and last 10 to 15 years. So here we are, senior citizens on fixed income, out another $540, ...$340 for temporary portable and now $200 in postage to ship broke one back!!!

Which, if not repairable, should you need it back? Why couldn't we just photo the error code and send that to you and scrap the 11 month old broke model? We purchased from Amazon which has no information on warranty and nothing about sending back the old unit should it fail.

We called Cindy telling her we could not afford the $200 shipping. We put a hold on the charge card so we arent paying another $660 for second unit while first one still under warranty.

We are now also rightfully concerned that this replacement is going to die out soon too, just as first one did. We have lost all confidence and trust in your product and customer service. Had we known it would cost so much to return useless broken AC, we may have just as well forfeited the warranty and bought a cheap one in lieu of shipping cost...at least a cheap one that would last longer with better warranty.. We belong to several RV and mobile home groups on line and no one has experienced this kind of service.

We are hoping admin will make this right for us and restore some integrity for your product. On this end we are looking at any recourse we have so as to not be taken to the cleaners with your product. We paid a lot of money for your AC. We deserve service better than this no matter what our age and are awaiting your response to make this right and not feel like we have been consumer fools.

We are very disheartened and financially crunched over this faulty product.

We feel shipping charges should at least be reimbursed and another warranty on new one honored. Ken and Sonja Platero

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Loss:
$500
Pros:
  • Works great
  • Looks
Cons:
  • Broke too soon

Preferred solution: $200 return postage back that we are expected to pay to send broken $660 saddle AC back while under warranty. or send us a return postage label.

User's recommendation: I'm going to wait to see how Soleus upper management resolves this issue. Cindy, customer service rep has been helpful and sent new one right out true to her word. But she does not have authority to send prepaid shipping label or reimburse us. So, lets see what integrity this company has before I lose total confidence in it.

Reeta S Gkl
map-marker Milwaukee, Wisconsin

No response

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My dehumidifier pump issues its not working Not sucking waiting I checked filter I tried to call customer service No response I bought it from manard
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Anonymous
map-marker Waterville, Maine

Troubleshooting

Never got thru to the company. Couldnt make the unit work and returned it . I have nothing nice to say about this companys service.
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User's recommendation: Do not recommend

Anonymous
map-marker Hartland, Michigan

Turns on, but won't collect any water

Why won't my collect any water. I never had any issues prior to this happening. Model# HMT D7OE-A Thank you. II contacted Soleus. They told me I needed to contact Chigo group. So far no response.
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Steve B Vgr

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Verified Reviewer

Buy heat pump

Looking to buy a Soleus saddle heat pump. This unit is not available in Canada. Typical of many companies. They ignore the fact that Canadians are also looking for their products
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Preferred solution: Sell their products in Canada

User's recommendation: Forget about it if you live in Canada

Anonymous
map-marker Gosport, Indiana

Malfunctioning unit(s) in Indiana

portable ac unit lasted 1 season...dead. window ac unit used to cool a single room lasted 2 seasons...dead. customer support...don't make me laugh Almost criminal aint it folks?
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User's recommendation: DO NOT PURCHASE ONE OF THEIR PRODUCTS FROM THE BIG BOX STORES

Anonymous
map-marker Saint Paul, Minnesota

Need parts

No complaint other than could not reach the company. I need all the window replacement parts for 2 portable units
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Hasu P Dge

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Verified Buyer
|

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Verified Reviewer
| map-marker Normal, Illinois

Dehumidifier not collecting water 5 yrs warranty bought 8-29-2017

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We contacted soleusair. They said they are not responsible for internal part (compressor) break down. We are very disappointed that no one is standing behind their warranty. I will have to write a bad review. Unless I hear any positive response. Bought on August 29,2017. Warranty for compressor is August 29, Hasu patel, 2824 Huntington rd, bloomington Ill 61704 style="background-color: hkps49@***.com
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Cons:
  • No service
  • Worthless product

Preferred solution: Full refund

User's recommendation: Do not recommend.

1 comment
Guest

Bought 2 unit. One is not turning on.

Call to get it fixed. The unit is under the warranty. They want me to pay the shipping more than half of what I have paid for one unit. This is ridiculous they do not resolve the issues on their products for consumer.

They will need their Warranty law revised. Disappointed for their customers service.

No solutions. Don't recommend.

Anonymous
map-marker Kansas City, Missouri

HMT-D70E-A unit gets hot. does not work

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Unit never really worked to address moisture in the basement. No response, no follow up, no explanation or interest from company to address my dilemma, humidifier is not working and warranty is still in effect, Would never again buy a product from this company. Worst customer service ever. I will certainly share this with others who are interested in your products.
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User's recommendation: Do not buy any product from this company. Merchandise is trash and company does not standby. It’s warranties. There are no real having his follow up with the company. In fact, I will call it a ghost company. A real cheesy operation full-fledged fraud.

Stephen M Zmo

Malfunctioning unit

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Saddle air conditioner I have I've had for two summers now and never had a problem with it over so it's filling up with with water in the front trough and you're trying to tell me it's because it's picking up extra humidity but yet the unit keeps shutting off because it fills up that tells me that the pump is not working customer service would not do anything to help me except run me around in circles it was just a freaking *** show Customer service sucks
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Preferred solution: Help with my unit

User's recommendation: Product is nice but if you're looking for customer service they suck

Hank B Mga

I can’t get a hold of anyone at Soleusna. Dehumidifier quit running after 2 1/2 seasons. Purchased similar product from them previously & it didn’t make it through one season.

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Dehumidifier only lasted 1 1/2 seasons I cant get in contact with anyone there by phone. Havent responded to inquiries via email either. Compressor will not run, therefore it wont collect any water.
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Pros:
  • Inexpensive

Preferred solution: Repair advice. Compressor is still under warranty problem. Problem could just be due to faulty humidity sensor.

User's recommendation: Do not buy any dehumidifiers from them

jeremie K Iou

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Verified Reviewer

I recently became a paraplegic. I called for a remote control…..i can’t afford the price of $35 plus $10 shipping. I’m not asking for help…. I just don’t understand why it’s so expensive

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Read above ..:. I think youre remote control is too much money and as a recent paraplegic I would really like one $$$$$ $$$$&&&&&
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Cons:
  • It drips

Preferred solution: Price reduction

Brenda A Qea

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Verified Reviewer

Tech issues

Why would my portable a.c. blowing cold then hot air while in use,and what do I do in the mean while???
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Loss:
$400

Preferred solution: A new

Debi W Idk

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Verified Reviewer

Call never went through

Dehumidifier stopped working. Phone number in operation booklet is disconnected. The number I just dialed didnt go anywhere. Nothing
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Loss:
$189

Preferred solution: Full refund

User's recommendation: Wouldnt

Damein W
map-marker Phoenix, Arizona

So difficult to contact someone

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This ac does not blow cold air its blowing cool air but not cold. I trying to see was this a recall or how does this get fixed
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Preferred solution: A fix or replacement