I purchased a Frigidaire Mini Split Heat pump and had it installed by True Comfort Inc, Mount Pearl, Newfoundland about four years ago. When I purchased it, I was told it comes with a 10 year parts and labor warranty. The manual that came with the unit says it has a 5 year parts warranty. I am getting some noise from the Head Unit and I contacted True Comfort to get it looked at. They told me that they didn't even need to come look at, and that I needed a bearing. However, they said that they have not been able to get parts from Frigidaire for the last two years for any of their customers. Instead, they sent me a letter which indicates that parts are not available for the unit and told me that I needed to take up my fight with Frigidaire and/or Electrolux (apparently Frigidaire rebrands units they get from Electrolux??) to get reimbursed fully for the system as parts are not interchangeable and parts are no longer available. They also provided in the letter a phone number to contact, as well as the two email addresses.
I have since called the phone number provided multiple times trying to talk to somebody about this. However, each time I called I was transferred to somebody else and, eventually, told by them that they cannot help me and I would need to call back the original number. Each time I called I was speaking with somebody named Ella from the Frigidaire helpline 1-800-265-8352. The first time Ella transferred me to Curtis International, 1-800-968-9853. I spent 58 minutes on this call between Ella from the Frigidaire call line and Sharon Susan from Curtis International, only to be told that Ella had transferred me incorrectly because they did not support my model of Mini Split. My wife then tried calling the Frigidaire helpline, and she was transferred to another department, only to be told by them that that they did not handle Canadian claims. She spent about 45 minutes on the phone. That's the second misdirect. We then tried to look up a number from the website. We found 1-866-942-1567, which is the number written in my Use and Care guide under the warranty section for Canada. I called that number, and I spoke to someone in California by the name of Alyssa. Alyssa told me she was unable to help and that I have to call the Canadian number 1-800-265-8352 again, which is the number I called first.
I called that number again, and I spoke to Ella again. I explained everything to Ella again and how he had misdirected my call. He was going to transfer me somewhere else again, but I refused and asked to speak to his manager as I was getting very frustrated. He told me I could not speak to a supervisor as he has none. I was adamant that he must have a supervisor, someone he reports to, but he would not give me a number or transfer me to them. Instead, he was going to transfer me to 1-888-845-7330, which was the Small Appliance Department. By this time I had spent another 43 min on the phone. He put me on hold, then came back to tell me that he couldn't transfer me and that I would need to call the number myself. On this number I spoke to Nikki in South Carolina, who said she is a Frigidaire employee, and although she took a real interest in my problem, ultimately she was unable to help me with my product either. I spend another 1hr and 20 minutes on this serious of calls and transfers. That's the third misdirect. She transferred me to 1-866-942-1567. When I finally spoke to someone on this line, I was told they only dealt with American customers, that's the fourth misdirect. He then told me that he would transfer me to a Canadian Line, which brought me back to the first number I called.....again. After another 10 minutes of waiting I hung up.
I have to say that this is some of the worst service I have ever experienced in my life. Not just from Frigidaire and Electrolux who have wasted my time and are not honoring their warranty, but also from True Comfort for sending me on a wild goose chase and not taking steps necessary to ensure they can honor the warranty they guaranteed for their customer.
I have since started a complaint with the BBB. True Comfort responded to my complaint saying that they would be happy to install my parts if they could get them, but since they can't, their hands are tied. I explained to the owner that his hands are not tied. He offered nothing to me, his customer. My contract is not with Frigidaire or Electrolux, my contract is with his company, True Comfort. He could have offered a cash settlement, he could try to outsource for the part (if it's a bearing, I'm pretty sure there is a bearing shop in town that can manufacture replacement bearings) or maybe even a replacement unit at cost at the very least, but instead he is leaving his customers in the lurch. Now I am on the hook for a new unit while the company walks away scott free with my money. It's absolutely disgusting and I feel gut punched. read more
