Friedrich Air Conditioning Won't repair or replace product after nearly 2 months of communication San Antonio TX

I purchased a Friedrich air conditioner on 7/30/2020 from the retailer P.C. Richards. In June 2022 it stopped working and I called the manufacture Friedrich for help. I was provided with the name and number of a verified contractor named DSJ Air to come to my apartment to diagnosis the equipment. While the 1 year warranty had passed I was still under an extended 5 year warranty.

When the contractor arrived on June 30th they screamed and threatened me at my door and then later over the phone when I couldn’t find them as they disappeared somewhere into my apartment building. It was a scary situation in which I nearly called the police. Instead I called Friedrich for help, at which point they offered to resolve the problem by sending me a new unit.

After 3.5 weeks, I have exchanged 25+ emails with the company. They repeatedly confirmed shipment, but no replacement ever arrived. I have made 10+ calls in which they frequently hang up on me when I provide my name, or they take my name and promise a call back but never do.

They have refused to provide me with a case number, a tracking number for the unit, and have claimed the employee from Friedrich that has been emailing me doesn’t work there. They also accused me of never calling customer service (I have the phone records to prove it), of not having a case, of making up the threatening incident with the contractor (I have a witness to prove it, which is documented in my emails), and of making up the shipment (it is clearly documented by Friedrich in the emails).

During the 3.5 weeks this has been going on my city (NYC) has been under an extreme heat advisory with successive days of triple digit heat, and the whole time I was waiting for a shipment that was never on its way. As of July 25, 2022 my problem is not resolved. They are hostile to me on the phone, and I strongly believe the company should be held accountable for this 2 month long incident that has cost me significantly in terms of money, time, and safety both with the contractors and in an apartment >100 degrees.