• Report: #1144667

Complaint Review: EdgeStar

  • Submitted: Wed, May 07, 2014
  • Updated: Wed, May 07, 2014

  • Reported By: RIGI — Nashville Tennessee
EdgeStar
PO Box 81336 Austin, Texas USA

EdgeStar Rude Customer service/ Do not honour warranty Austin Texas

*Author of original report: The warranty is for three years, Edgestar

*UPDATE Employee: Edgestar Response

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I purchased an air conditioning unit from EdgeStar a year ago and the unit workd fine for the first summer. As the months progressed I noticed the air pressure got very low and the unit was no longer cooling my room. I phoned EdgeStar to request service, especially since at the time of purchase I also purchased a five-year warranty. The gentleman who spoke with me was very rude. He told me I would have to get a thermometer and measure the air from front and back of the unit -- without explaining anything else to me. When I questioned him on this he hung up on me.

DO NOT purchase anything from this company. They do not have any respect for their customers. When it's time to honour their warranties... they turn things around and make the customer feel as though he or she has done something wrong. There is no real help or offer to get to the root of the issue. My warranty is for in-home service yet the customer service rep insisted that I would have to send the unit back to the company for any servicing.


This report was posted on Ripoff Report on 05/07/2014 07:39 AM and is a permanent record located here: http://www.ripoffreport.com/r/EdgeStar/Austin-Texas-78708-1336/EdgeStar-Rude-Customer-service-Do-not-honour-warranty-Austin-Texas-1144667. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

The warranty is for three years, Edgestar

AUTHOR: RIGI - ()

Edgestar, thank you for the response. However, I have a three year warranty with you in addition to the 5 year warranty with the other company you mentioned. I phoned them and they phoned you about my issue. Sadly, the same guy spoke with them and insisted that I had to use a thermostat to measure the air pressure before they would do anything. I have no clue how to do such things, nothing was explained to me, and so I wound up purchasing a brand new system from another company.

The other company also told me that they could not service my product due to the three-year warranty with Edgestar -- therefore no one helped me at all. I had such faith in my Edgestar product because it worked great for the first summer... but when it stopped cooling as usual... I never expected to be met with such disregard by a company I grew to believe in. 

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#2 UPDATE Employee

Edgestar Response

AUTHOR: B. Ford - Manager - ()

I am sorry to read that your Edgestar unit may not be functioning as designed.  Your posting does not provide me sufficient information to access your account records so I will be working solely from the details of your posting.

As stated in your post, the unit in question is most likely over 1 year in age and outside of the listed Edgestar warranty window.  I also see that you purchased a 5-year extended warranty when you purchased the AC unit.  It is important to note that the extended warranty policy is through a separate company and was not issued by Edgestar.  This is why the Edgestar agent was not able to assist you with warranty service and advised you to contact the extended warranty company so you may properly utilize the extended policy you purchased.  

If you have not done so, I strongly urge you to contact the extended warranty company for assistance as your unit is still covered under the 5 year policy you have with them.   To be clear, Edgestar did not deny you service for a product that was within your initial warranty policy through our company.  The extended warranty company will instruct you as to how they will proceed with repairs.  

I realize it is always disappointing when, and if, a product becomes defective but you appear to have warranty options available to you with the extended policy you purchased and I urge you to utilize them.   Thank you.

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