Business Profile

Air Conditioning Equipment

Carrier Corporation

Headquarters

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Complaints

This profile includes complaints for Carrier Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

225 total complaints in the last 3 years.
74 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a newly built home in October 2020. The Carrier heat pump with model CH14NB042P0G - serial ********** and model FX4DNF043L00E - serial ********** were installed there. Since the installation, I have been experiencing persistent issues, including multiple breakdowns and necessary replacements of essential components. Considering the frequency of repairs, I believe this unit to be defective or at the least, contain "design-defective" components. One part has been replaced twice already - The first time was 19 months after the new home was purchased and the second time was 20 months after the first replacement.On January 23, 2024, I initially reached out to Carrier, via their online contact form, regarding the problems I was facing with the Carrier Heat Pump in my home, expecting a solution. They did not reply.On Jan 30, 2024, I sent another online contact form. This time ****** did reply, via email, the same day asking for information about the heat pump. A case number was assigned - case ******* [ref:!00D150EI7O.!5004R023rQl0:ref]. I replied to the email and provided detailed information, via email, including the model and serial numbers, date of unit installation, name and number of the installer, name and phone numbers of any service companies that worked on the unit, and copies of service tickets, as requested by Carrier. They did not reply.On February 6, 2024, I sent another email asking for an update to the status. They did not reply.On February 13, 2024, I sent another email asking for an update to the status. They did not reply.On February 21, 2024, I sent another email asking for an update to the status. They did not reply.On February 28, 2024, I sent another email asking for an update to the status. They did not reply.On March 5, 2024, I sent yet another email asking for an update. They did not reply.By March 11, 2024, they have not replied.The lack of resolution and communication from Carrier has resulted in uncomfortable - read unbearably hot days and uncomfortable cold days, without a working air conditioner or heater and financial burdens for an almost new heat pump due to recurring repairs, which according to one service technician, one of the parts (dual capacitor) is designed to fail every two to three years.I have attempted to resolve this matter amicably on a weekly basis by communicating directly with Carrier through multiple emails, yet my efforts have been met with complete silence and neglect, save the one and only time a reply was sent to **** am seeking an immediate, effective resolution to the issues I am facing with the Carrier heat pump. This includes a comprehensive assessment of the unit, reimbursement for incurred costs, and a clear plan for preventing further occurrences from the same parts already replaced on this nearly new unit or simply replacing the design-defective components with ones that are not defective, completely on Carriers dime. I have attached the email chain.
Business Response
Date: 03/18/2024
Dear ***********************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty Carrier provided on Model: CH14NB042P0GAAAA & FX4DNF043L00EHAA Serial: ********** & 1420F22700 is a 10-year limited parts only warranty from the date the equipment was installed for the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.

I am very sorry for the problems you are having presently; after reviewing your invoices it shows that you have had a *** and ***** replaced on your indoor unit in May of 2022. We also show a run capacitor was replaced on your outside unit in September of 2023. These failures appear to be on two separate pieces of equipment and would not be considered a defect. Your most recent invoices from January 2024 stats the Condenser (outside unit) to be froze over due to a wiring issue and the technician advised he would need to return and re-wire. During the follow up to fix the wiring issue, the technician also found the *** to be stuck shut.

There are many things beyond the control of a manufacturer that can cause a *** to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, overheating to name a few. Should you feel the failure is not normal, we would suggest having your HVAC technician contact the local distributor and have them speak with the district service manager regarding your equipment concerns. They're connected to a network of factory service managers, giving them direct access to engineering expertise/support.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Sincerely,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Customer Answer
Date: 03/18/2024

Complaint: 21421691

I am rejecting this response. Considering the fact the the first time the *** part slammed shut, the guy who came out told me that he was in the area replacing a few of the same parts on other units installed in 2020, this tells me it wasn't just a "wiring issue." This tells me it is a defective part.

Sincerely,

***********************
Business Response
Date: 03/21/2024
Dear ***********************,

As we have previously stated, there are many things beyond the control of a manufacturer that can cause a TXV to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, overheating to name a few. Should you feel the failure is not normal, we would suggest having your HVAC technician contact the local distributor and have them speak with the district service manager regarding your equipment and provide all of their findings supporting your concern. They're connected to a network of factory service managers, giving them direct access to engineering expertise/support.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, our decision remains unchanged, no compensation or concessions beyond the **************** parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Sincerely,

Thank you,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Customer Answer
Date: 03/22/2024

Complaint: 21421691

I am rejecting this response because: Like I stated before, I was not the only person who's had this same part freeze up and have to be replaced. I believe your company is putting "design-defective" parts into the units. The unit wasn't even 2 years old before the first time it had to be replaced and not even 2 years after that before the same part had to be replaced again. I'd been told, by one of the techs, that a different part was designed to be replaced every 2 or 3 years. I've never had a heat pump have so many problems being so new. It's ridiculous that it's had this many problems. I've had units last 10 years before it started having problems. Your company needs to do better.

Sincerely,

***********************
Initial Complaint
Date:03/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to resolve this issue with the installation company but with further research i believe this company bears some responsibility.I purchased a Carrier hvac system on 9-20-21 from Quality Heating and A/C authorized carrier installers.I paid 5500 at that time.I had a couple of issues that they came and took care of with no complaints.Then i had an ac problem and could not get them to respond and come and service it at that time.So i had to get another company to fix it which at the time i was having major breathing problems and had to have the cooler air.The cost from them was less if i bought a maintenance agreement so i had a free service check for the winter.So i had them come and check it.They reported that it wasnt a good install and the heat exchanger was cracked and leaking "see report".The flu pipes are not level or installed properly and one of them is leaking condensation from a bad junction.The pitch on the main line to the outside is not correct and is not hung correctly.Also the furnace itself is not level and will let fluid get into the secoundary stage.I contacted carrier and they told me to contact an authorized company and i picked **************** who came and assessed the system and said it wasnt leaking "see report" charged 151 .Then i had another free check from ********* and they came and checked it with a different tech.He said it was leaking see report co2 and got 6 on his gauge.These levels are unacceptable and especially on a fairly new installation.Also i was not informed they were installing a 2019 furnace and a 2016 ac even though they are new i assumed i was getting the same model year as installation.I would think Carrier would want their products installed correctly especially for the warranteed parts.I am at the point of not knowing how to proceed
Business Response
Date: 03/14/2024
Dear *************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection and installation.

According to your statement the flu pipes are not level and are not installed properly and is causing condensation to leak. This would be considered and installation issue and would need to be addressed with the installing company who you chose to install your equipment.

Should your equipment need to be repaired and requires parts, your licensed HVAC technician will need to diagnosis your equipment, evaluate what parts are needed and order them through the local distributor. Once the repair has been completed your service provider will need to return the failed parts back to the distribution center and file a warranty claim to receive credit for the failed parts. Please be advised based off the "Sept. 2023" installation date you inputted while registering your equipment, you will need to provide proof of purchase/installation date as you have advised in your BBB statement the equipment was purchased in Sept. of 2021.

Should your dealer need further tech support, or assistance diagnosing your equipment, please ask them to contact the district service manager at their local distribution center.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 03/15/2024

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,

*************************
Customer Answer
Date: 03/15/2024
The only problem i have with Carriers response is the quote about providing a sales receipt which i have but i dont see my reference of an september 23 installation they quoted i also believed i registered my system online.Almost seems like Carrier is looking for a way to punish me for my complaint.So this will resolve the case for now!!! This is pertinent as an answer to their comment of installation date,which confuses me because i thought the warranty was on the equipment for 10 years from installation so whether its 10 from 21 or 23 this is 24 seems like it would be under warranty regardless,unless like i said they are looking for a way to punish me for complaining!!!

Thank You
Initial Complaint
Date:02/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had our home built and it was completed in November of 2021. The builder installed a Carrier Central AC Unit. Last week we tried to use our AC but it wasn't cooling. We had a company come in to see what the problem was. Our unit, only 26 months old, was out of freon. There was a leak in the evaporator coil. We had another company come in for a 2nd opinion. They agreed. Our warranty only covers the part. The labor and the freon needed to refill the unit after it is fixed will cost us over $1400. The 2nd company estimated $1700. The unit is within warranty limits. I shouldn't have to pay this amount of money if the unit is under warranty. We don't have this kind of money. I am disabled and not working. My husband is working full time but we do not have this extra money to put into a house that is less than 3 years old.
Business Response
Date: 03/18/2024
Dear ****** and *******************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty Carrier provided on Model: Serial was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.

I am very sorry for the problems you are having presently; however, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service documents outlining the failure and itemized invoice to support your claim of issues during the warranty period, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.

If you would like to provide your annual maintenance records since installation as well as your paid itemized invoice, we would be reviewing the equipment maintenance history and determine if we can provide financial assistance above and beyond the original limited parts warranty coverage.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:02/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have a Carrier furnace model # **MVC100-20 that was installed 5-27-2010. On 10-4-19, we needed the updated heat ex changers and burners. We had to pay the labor even though the part was defective. It is now 2-21-2024 and the same parts need to be replaced again. It is still under warranty but, again we will have to pay for the labor. I could have bought a new furnace with the labor charges! I called the company but they would not give or even sell me the parts. Even though they are still under warranty. I have worked on furnaces before but they wont work with me because I'm not a licensed tech. This is a simple job. Their product had an ************** flaw.
Business Response
Date: 03/13/2024
Dear ***********************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Thank you for reaching out. Please be advised that we do not facilitate the direct sale of parts or provide part pricing directly from the factory. All replacement parts for homeowners are available through our network of esteemed local dealers.

It's essential to note that each of our dealers operates as an individual, independently owned, and operated entity. We do not govern their business practices. For liability reasons, some dealers may choose to sell a part only if they are also responsible for the installation.

For warranty claims you must be a licensed HVAC technician and have an account with the local distributor to obtain parts under warranty. Warrantied parts must be returned back to the local distributor once the repair has been completed to receive credit for those parts.

If you do not meet the above criteria to obtain and file warranty claims, we would suggest contacted service provider in your area who can file warranty claim on your behave. Once the repair has been completed if you would like to provide the Model and Serial number for your equipment as well as an Itemized Invoice for ***********, we would be happy to review the charges and determine if we can offer any compensation above and beyond our limited parts warranty.

Sincerely,
*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Have ******/Carrier Geothermal **** unit its about 3.5 years old. On Jan 4th it was diagnosed as failed with warranty covering labor and parts repair. The parts required are long lead item. I have waited over 2 month for parts to be available to repair. I was notified it will be another month for a total of 3 month for **** repair. I requested **** replacement instead as parts are NOT-Available and the unit is UN-Repairable under ****** RED SHIELD WARRANTY. I ********** to $600 is additional heating costs this winter already and i see no end is sight due to ****** lack of urgency in providing critical parts for the **** unit. customer complaint - ******** parts information The Unit Protection Module (UPM) P# HK38EA0**, The Condensation overflow board (COB) P# **GCPAAHAA00,. PO #***** 1. ************** number of the unit. M#**************** S##**********
Business Response
Date: 02/23/2024
Dear *********************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. I am sorry to hear your dealer was unable to source your replacement overflow sensor locally. I have engaged our district and territory service managers and they are in the process with working with our factory technical support team for a resolution.

The service managers have advised they have been in contact with your dealer and are working on a resolution. We would suggest keeping in contact with your service provider for the most up to date information.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:02/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The manufacturer Carrier/****** has a known defective component and refused to cover warranty eligible parts by using a loophole that our installer/contractor/builder did not file the appropriate original paperwork. This is a known new product (only 5 years old) and we are the original purchaser/owner. Even when this was verified by 3 parties, the company has refused to cover the parts. This is a known manufacturer defect as reported by the parts supplier and 2 separate HVAC companies.
Business Response
Date: 02/13/2024
Dear *****************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Should you require repairs under warranty, we recommend engaging a licensed HVAC technician with an account at a ********************** Distributor. This ensures that the technician can efficiently file warranty claims directly with their distributor to cover the part cost. Please be aware that we are unable to reimburse homeowners for parts if the technician does not meet this criteria.

I understand your having warranty issues, In order for us to properly review your case/warranty we will need:

- the model & serial numbers of your equipment
- installation date of the equipment
- name and phone number of installer
- name and phone number of current servicer
- current diagnosis and date they were late out to your home
- all prior maintenance and service documents

If you can please provide us with the information requested above, we can then review your case.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 02/18/2024

Complaint: 21277895

I am rejecting this response because: The original installer, our current service provide, the parts distribution center and I have all contacted the business with no consideration of this claim. No explanation or valid reason(s) have been provided to me. As a supplier of major household components intended to last for many years, they have not offered any reasonable response to the defective components nor have they addressed their insistence in denying warranty due to a loophole outside of my control as the consumer.

Sincerely,

*****************************
Business Response
Date: 03/06/2024
Dear *****************************,

Thank you for your recent response.

As the homeowner, is it your responsibility to register your equipment;however, we do understand that some builders/installers will offer to register the equipment as a courtesy to their customers. If you could please reply to my previous email with documentation showing the closing date on your home as well as documents from your builder/installer that indicate their intent to register the equipment on your behalf, I would be happy to send the information to our product registration team to review.

I have engaged the assistance of our district service manager to provide some additional information surrounding your recent repair and to confirm if there are any known defects for model # ***SA42060S17. Your service provider would be in the best position to provide feedback to our district and territory service managers about what they are seeing in the field. We would suggest they reach out to their distributor to discuss their findings.

I will continue to correspond with you via email regarding this matter and provide you with any updates from our service manager. If this is confirmed as a known defect by ******, then we can take necessary steps to move forward with your request.I will provide additional details as soon as possible.

We appreciate your patience as we review this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 03/07/2024

Complaint: 21277895

I am rejecting this response because:
The extreme requirements placed on me by the business make it unrealistic for me to ever meet their demands. They make it sound like they are willing to help, but are making it do difficult to access any help that it is not feasible.

Sincerely,

*****************************
Business Response
Date: 03/14/2024
Dear *****************************,

Thank you for your recent response.

I am sorry if you feel our request for documentation from your installer is extreme. Warranty coverage is a legally binding contract, so we require documentation in order to review your case thoroughly. Per the warranty card I provided to you, there is a 90-day window from the date of installation (or date of closing) to register your equipment and receive the enhanced warranty coverage. Your system was installed 6 years ago and is far beyond the 90-day window. As I mentioned, registration of the equipment is the responsibility of the homeowner. If your installer/builder agreed to register the equipment on your behalf, you can provide us with a copy of the invoice indicating a 10-year parts warranty and we will be happy to review this matter further.

Our district service manager is still reviewing your case and verifying any known defects for model # ***SA42060S17. I will provide an update to you via email of his findings and our final decision regarding your request for compensation.

Again, we appreciate your patience as we review this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:02/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 28, 2023 I purchased a brand new Carrier gas furnace, model 58TP0B090V21--20, serial number **********. Since installation the furnace has been displaying error code 19 which is an "Intellisense error" that I should never see since I don't use Intellisense. My HVAC installer even replaced the furnace control board but the new board also has the same problem, it keeps flashing error code 19. My HVAC installer has told me there is nothing else they can do. I want Carrier to stand behind their product and warranty and provide me a resolution for the brand new furnace I purchased from them.
Business Response
Date: 02/23/2024
Dear *********************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. I have engaged our district and territory service managers and they are in the process with working with our factory technical support team for a resolution for the Error code the Intellisense is causing.

Our service managers at the local distribution center are in direct contact with our engineering team working on a resolution, I would suggest asking your dealer to reach out and ask to be looped in on repair updates. Once they have a resolution the district service manager will assist your dealer with the repair.

I have asked the team keep me posted on a resolution before we close your customer relations case ********.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:01/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Initial contact with ****** was on 12/27/23 to alert them of the issue. I had a ******-authorized furnace repair company respond to assess and repair/replace both primary and secondary heat exchangers to my ****** furnace, purchased in 2010. Upon contacting ****** (case # ********), they told me the primary and secondary heat exchangers, plus the labor for up to 4 hours were covered under ******** warranty. They emailed me a "CARRIER HEX LETTER" document, referencing a 2007 national class action settlement. When I contacted 3 different ******-authorized companies, they refused to participate in the warranty program, stating that they do not get adequately reimbursed, ****** requires HOURS of paperwork, and they send the exchangers in boxes with about 80 parts for them to assemble. Because it is the middle of winter with freezing temps in *********, I had no choice but to hire one of these companies to fix the furnace and get the heat back into my home occupied by children and elderly adults. After the repair was completed, I received an invoice with only a notation of "Custom Job $1,500". Contacted repair company and told them invoice was not detailed enough for ******. They sent me another detailed invoice. The second invoice was more detailed, however, ****** claims it is still not sufficient. The furnace company says that is the best they can do for an itemized breakdown of repairs. ****** refuses to reimburse me for ANYTHING and has denied my warranty claim, and the representative handling my case was rude and obstinate. Unacceptable customer service. Warranty on primary exchanger, secondary exchanger, and labor on secondary exchanger is covered under my warranty through **** as per ******. Requesting assistance in holding ****** accountable, please! I paid $1500 out of pocket. Plus, another $65 for the initial diagnosis from the first furnace repair company that my homeowners policy sent out.
Customer Answer
Date: 01/29/2024
The complaint is NOT against Carrier. The complaint is against the ****** Heating and ******* Systems, www.******.com. ****** Customer Relations number is **************.
Business Response
Date: 01/30/2024
Dear *****************************,

On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

****** is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty ****** provided on Model: 355CAV042060 Serial: ********** was a 5-year limited parts warranty from the date the equipment was installed. As well as a 20-year warranty on the Primary and Secondary Heat Exchanger's. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them.

As explained in the letter you received, The extended warranty program for certain 90% high-efficiency gas furnaces was the result of a 2007 class action, and owners of the impacted products were notified of program as part of a court-approved class action settlement. Carrier/****** also provides the extended warranty to consumers, like you, whose furnace was purchased after the class action and settlement in ****** and ***************** for the same repair or credit option, as discussed in the letter.

We have received your itemized invoice from ***** Heating & ************ and per the breakdown you were not billed for labor on the secondary heat exchanger. We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/31/2024

Complaint: 21163570

I am rejecting this response because:
This claim is supposed to be addressed by ******************** and Air Conditioning. I have submitted documentation that states both the primary AND secondary heat exchangers were replaced and BOTH of these components are covered under ****** warranty, which has also been submitted. That documentation came directly from ******, as did the Carrier letter regarding additional secondary heat exchanger and labor for installation.
Please see that this is submitted to the correct entity,

Sincerely,

*****************************
Business Response
Date: 02/06/2024
Dear *****************************,

As explained in the Warranty Notice you received, The extended warranty program for certain 90% high-efficiency gas furnaces was the result of a 2007 class action, and owners of the impacted products were notified of program as part of a court-approved class action settlement. Carrier/****** also provides the extended warranty to consumers, like you, whose furnace was purchased after the class action and settlement in ****** and ***************** for the same repair or credit option, as discussed in the letter.

As stated under "Step 2: Understand the Enhanced Warranty Program Details:
If you are eligible, the following options are available:

(1) a credit to be applied toward the purchase of a brand new, replacement ****** furnace; or
(2) replacement of the secondary heat exchanger in the original furnace with a brand new secondary heat
exchanger utilizing the same design at no cost to you. **

******** will provide the parts (secondary heat exchanger, coupling box, and cold spot baffle) required for secondary heat exchanger replacement and a credit to dealers for up to four hours of labor to make the repair. In making your selection, please note that well-maintained gas-fired furnaces can last approximately 20 years. If your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date. All other furnace repairs are subject to ******** standard limited warranty and may be subject to additional charges for parts or labor, such as repairs to the primary heat exchanger or other internal components. "

We have received your itemized invoice from Edina Heating & ************ and per the breakdown you were not billed for labor on the secondary heat exchanger. We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 02/07/2024

Complaint: 21163570

I am rejecting this response because:
The receipt form ***** Heating & Cooling invoice states, "Replace primary and secondary Heat Exchangers related panels, etc."
I have had contact with Edina Heating & Cooling on numerous occasions. They want to know EXACTLY what items you want cost/price listed for and EXACTLY how you want invoice broken down, since they've already provided 2 different ones now.
Please send me a copy of an acceptable itemization. I will get back to them with information. This is utterly ridiculous the amount of hoops Carrier and ****** are making me and the service company go through to get this reimbursement for which it is clearly stated in the emails and paperwork supplied to me by ****** that the primary exchanger, the secondary exchanger, and the labor for the secondary are covered under warranty!

Sincerely,

*****************************
Customer Answer
Date: 02/08/2024
I responded to this the day after their copied reply. I NEED them to send me an example of the itemization that they are requiring from ***** Heating and Cooling. It clearly states that the primary and secondary heat exchangers are covered under warranty through ****. Why was this claim closed before they were given time to reply to my 2/7/24 request?
Business Response
Date: 02/15/2024
Dear *****************************,

As explained in the Warranty Notice you received, The extended warranty program for certain 90% high-efficiency gas furnaces was the result of a 2007 class action, and owners of the impacted products were notified of program as part of a court-approved class action settlement. Carrier/****** also provides the extended warranty to consumers, like you, whose furnace was purchased after the class action and settlement in ****** and ***************** for the same repair or credit option, as discussed in the letter.

As stated under "Step 2: Understand the Enhanced Warranty Program Details:

If you are eligible, the following options are available:

(1) a credit to be applied toward the purchase of a brand new, replacement ****** furnace; or
(2) replacement of the secondary heat exchanger in the original furnace with a brand new secondary heat
exchanger utilizing the same design at no cost to you. **

******** will provide the parts (secondary heat exchanger, coupling box, and cold spot baffle) required for secondary heat exchanger replacement and a credit to dealers for up to four hours of labor to make the repair. In making your selection, please note that well-maintained gas-fired furnaces can last approximately 20 years. If your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date. All other furnace repairs are subject to ******** standard limited warranty and may be subject to additional charges for parts or labor, such as repairs to the primary heat exchanger or other internal components."

Edina Heating & *********** filed a warranty claim under serial number ********** for the Primary and Secondary Heat Exchanger, two cell panel kits and the coupling box as well as the 4 hour labor allowance provided by the manufacture.

Below are the list of charges outlined pre your invoice. The invoice does not stat you were billed for the installation of the secondary heat exchanger.
-Service call and diagnosis $100
-Cleaned condensate $200
-Set gas pressure for multi-stage furnace $225
-Cleaned flame sensor $25
-Replaced cell panel inlet, cell panel outlet, coupling box kit, hose clamps=the total of extra parts $550
-Disassembly and installation of primary cells $700

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original parts warranty coverage and the secondary heat exchanger labor allowance will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 02/19/2024

Complaint: 21163570

I am rejecting this response because:
I have made multiple requests to the business owner, *********************** at ****************** and Cooling, to provide a detailed explanation of the charges. He installed a new primary heat exchanger, a new secondary heat exchanger, and charged me $1500 for the labor and parts. I don't know what else I can do to force them to comply with the itemization requests. My home warranty company, Choice Home Warranty, also had a technician sent out previously, and they also said the repairs were manufacturer's warranty responsibility. ****************** stated that they won't do ****** warrany repairs because of the lack of cooperation with you company. But, it is clearly ******** responsibility to cover the defective parts. Isn't there a standard amount for these 2 parts and the labor for the secondary heat exchanger that can be applied? Or do I also need to file yet another complaint with the BBB and go after assistance with ******************?
This is exactly why *********************** refuses to work with warranty companies!

Sincerely,

*****************************
Customer Answer
Date: 02/19/2024
Regarding my complaint against ******/Carrier, do you recommend filing another complaint against ***********************, owner or ****************** and Cooling? I cannot get him to itemize the cost of the primary and secondary heat exchangers that I watched him unpackage and replace.
Customer Answer
Date: 02/19/2024
Here is the latest invoice I received from ***** Heating.
Business Response
Date: 02/23/2024
Dear *****************************,

On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

****** is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty ****** provided on Model: 355CAV042060 Serial: ********** to subsequent homeowners is a limited 5-year standard parts warranty from the date the equipment was installed. As well as a 20-year warranty on the primary and secondary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them.

In certain instances, Carrier/****** elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier/****** Corporation agreed to pay the labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger or a credit towards the purchase of a new Carrier/****** furnace. Please note that if your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date.

Per the "Customer Job" invoice, your service provider listed a $300 labor allowance towards the secondary heat exchanger repair. We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; therefore, we will be providing a one-time good will concession to you in the amount of $500.00.

Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address. After receiving this BBB email response, our accounting department will be reaching out to you with a CF # as well as asking you to confirm your name/ address by sending an email to ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email. IF you would like to "CC" ****************************** on your email back to ***************************************** we would be happy to send a confirmation that your secondary verification has been received,

Thank you,

*******************
Consumer Liaison- Executive Offices
****** Corporation
Customer Answer
Date: 02/24/2024

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,

*****************************
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe unit was defective. Carrier has no parts available. I need a wiring harness and no distributor, ...has a harness in stock. As a manufacture I thought companies had to maintain inventory. I recommend no one buy from carrier!
Business Response
Date: 01/30/2024
Dear *******************************,

On behalf of Carrier, we are very sorry to learn you are experiencing a problem with your equipment and that your service provider was unable to source the replacement part locally.

Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.

If you can please reply with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit.
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where your dealer placed their order.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

The part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Please note the model and serial number provided (MN: **************** / SN: *********** calls for 7 different possible harness options. We will need either the part number for the harness or a complete description as to what the harness connects to internally at both ends.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/30/2024

Complaint: 21203112

I am rejecting this response because: I included serial number and model number. I included photo of your stamped sticker on unit. I called carrier distributor in ****** *****, ***** ***** and ******* **. They did country wide searches and wiring harness is not available until May of this year. If distributors can search your network why can't corporate search their own parts network. This is a B.S. response. We are seniors in the middle of winter without a main furnace because parts are unavailable. Our warranty is up in March, 2024.

Sincerely,

*******************************
Business Response
Date: 01/31/2024
Dear *******************************,

The part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level.

If you can please reply with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where your dealer placed their order.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Please note the model and serial number provided (MN: **************** / SN: *********** calls for 7 different possible harness options. We will need either the part number for the harness or a complete description as to what the harness connects to internally at both ends.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/31/2024

Complaint: 21203112

I am rejecting this response because: find attached harness picture. Name plate previously sent.

Sincerely,

*******************************
Customer Answer
Date: 01/31/2024
See service vendor additional information. Hope this helps. I am surprised mfg claims 7 harnesses for a single unit serial number!
Customer Answer
Date: 02/01/2024
I just had ************* man ****** from Mission review furnace options. He said Carrier has an issue with fire originating from their units. He told me of a recent incident where a woman and three small kids were home and a fire caused by the unit destroyed a large area of their home. Could of caused death! Carrier started manufacturing their products in ******. Moving jobs with higher quality from *** to ******. People need to be informed. I am waiting for Carrier to make my warranteed unit right.
Customer Answer
Date: 02/01/2024
To Carrier,

My licensed air and heating guy just sent me this picture of another Carrier unit have electrical short problem resulting in a fire in unit. As mentioned previous Coair total me of another Carrier unit catching fire resulting in major home damage and almost lost of life. This is an engineering and consumer safety issue. Please respond to these concerns.
Customer Answer
Date: 02/02/2024
As I research more Carrier and ****** another Carrier product have major design problems. I will research and call more HVAC contractors for their observations.
Customer Answer
Date: 02/02/2024
On further research, Carrier has a history of heater element failures. Carrier needs to make this right. There product under warranty failed due to faulty design and components. They put life's at risk.
Customer Answer
Date: 02/08/2024
This manufacture is hiding behind silly requests for more information. I have sent them the information and more about their defective products. Having worked as an engineer, manager, researcher for 3M manufacturing just serial number alone should have been enough for Carrier to identify their product.
Carriers failure to provide me with reasonable alternatives to fix a warranted product is unacceptable. They have been sued several times in the past. Their product is dangerous. Their response to customer complaints is to overwhelm with continuous requests for more and more information. This is a delay tactic. Customer we don't care about you. Customer we ripped you off, you have no warranty.
Customer Answer
Date: 02/08/2024
Carrier needs to make this right and stand behind its product. They need to compensate me for my loss and hardship. The stress of having no furnace in mid winder. We are seniors 72 years old. We have medical issues requiring a safe environment. Carriers defective product could of burnt us in our sleep. Carrier is not taking responsibility for engineering and selling a defective product.
Business Response
Date: 02/15/2024
Dear *******************************,

We would be more than happy to help investigate your part availability issues but as we have stated the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level.

We are unable to determine who your dealer is that your working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 02/16/2024
We have not heard from Carrier in several days. After talking to and confirming with Carrier parts distributors, Carrier has no parts available. They did ** and ****** parts search. They had no problem searching for my harness. Carrier has a bill of material for my warrantied hvac system. This bill of material is linked to product serial number. ********************** has been successfully sued for product failure in the past. They are playing dumb wanting me to go away.

What do you think. I would settle for the $1500 They gave members of the class action lawsuit.

My address is ****************************************
********* ** 78573

Phone ************
Customer Answer
Date: 02/17/2024
Good day,

I will be sending more information from my hvac contractor. Contractor has a history with Carrier. In last three weeks he responded to two other carrier product fires. Carrier has history of not honoring their warranty. Just look at BBB product review history. BBB is an honorable consumer protection effort.

Is there anything BBB can do to halt Carrier from ripping off consumers and putting life's in danger. If not their has to be a US product safety agency that is honest and can take action against Carrier.

Please reply to ************ or email me at *************************
Customer Answer
Date: 02/21/2024
Carrier has both model number and serial number of unit. I followed up with picture. The harness was burned so it has no identifiable part number. If carrier cant identify part number from picture who could. They are taking zero effort to get me part they most likely don't have. I will file with ***** attorney general criminal fraud complain. I will look for federal consumer protection to file additional complaints. I will contact law firms who successfully sued them
Customer Answer
Date: 02/21/2024
Carrier has both model number and serial number of unit. I followed up with picture. The harness was burned so it has no identifiable part number. If carrier cant identify part number from picture who could. They are taking zero effort to get me part they most likely don't have. I will file with ***** attorney general criminal fraud complain. I will look for federal consumer protection to file additional complaints. I will contact law firms who successfully sued them

Business Response
Date: 02/23/2024
Dear *******************************,

We would be more than happy to help investigate your part availability issues but as we have stated the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Your Service provider would be your point of contact for part information and ordering updates, if you have not have a licensed HVAC technician out to service your equipment that would be required before parts can be obtained.

We are unable to determine who your dealer is that your working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 02/23/2024
Carrier is a horrible company with no soul. I am pursuing punitive avenues against Carrier. Your dishonesty is beyond comprehension.

Customer Answer
Date: 02/29/2024
Carrier is a horrible company with no soul. I am pursuing punitive avenues against Carrier. Your dishonesty is beyond comprehension.
Customer Answer
Date: 03/04/2024
My recommendation to consumers for their safety do not buy Carrier products.the warrantied fire in my unit and many others has potential to seriously injure or kill. Lucky I was home at the time and turned unit off after smelling smoke.

Carrier is playing games. They either have no bill of materials for unit or unable to recognize their own wiring harness. Obviously their units use poor design, no internal circuit protection or poor components.

I have written the governor's ***** and AG consumer safety. I plan to submit records to federal agencies also.

Buyers be where.
Business Response
Date: 03/13/2024
Dear ********************,

We are sorry to hear you feel that way. As we have stated in our prior responses, we would be more than willing to help investigate the part availability issues.

As we have stated in our prior emails, the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Your Service provider would be your point of contact for part information and ordering updates, if you have not had a licensed HVAC technician out to service your equipment that would be required before parts can be obtained.

We are unable to determine who your dealer is that you're working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Should you or your servicer provided choose to provide ALL if the information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 03/13/2024

Complaint: 21203112

I am rejecting this response because: carrier is playing games. They have no bill of materials for the unit under warranty. They say they have 7 harnesses for this unit. The harness has no visible partnumber. Carrier unable to recognize their own part. Their distributor did a nation search for part and part is currently back ordered for month.

i am posting this story on multiple web sites in hope of exposing a very danagerous product sold by Carrier. Carrier and their other brand ****** have been *** in class action lawsuits sucessfully. Its just a matter of time and someone might die.

i have written the ***** governor and Attorney General begging they prohibit Carrier from doing business in *****.

i recommend people avoid the Carrier and ****** brands.

just look at Carrier canned response to everyone's reported problems. Have they sent a company inspector to determine why their ************ started on fire?

i would think a responsible manufacture would wNt to know why their product is failing so horribly! When they say they care abou their customers, i dont believe it!

Sincerely,

*******************************
Customer Answer
Date: 03/16/2024
I replaced one carrier unit under warranty with a Trane heat exchanger and air conditioner. I did it even though my Carrier unit is still under warranty. It had a fire that could of killed us if I did not quickly shut the circuit breaker off. Carrier has no parts per their distributor to replace wiring harness. Carrier does not care that their units have defective components or defective designs. They have been sued in class action lawsuits.

I am fearful for my life and my wife's. I had cousins this weekend. My home has two units for both air and heat. The second unit was turned on. I could not sleep. I did not want to tell my wife or family of my concerns. Carrier builds units that fail and cause fires.

Hopefully ***** AG or Governor will take appropriate action and prohibit Carrier from selling in *****.

I will spend as much time as I can putting the word out. Hopefully prospective customers check BBB web site. Thank God for BBB.

Also ****** is a Carrier affiliated product.
Business Response
Date: 03/27/2024
Dear *******************************

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

We received your recent BBB response and unfortunately this is the first time Carrier is hearing your equipment experienced a "Fire". After receiving your report I contacted our legal department as well as the ***************** Manager in your area. They have indicated there have been no "Fire" reports made by any of our service provider regarding your equipment.

Carrier takes product safety seriously and we appreciate you bringing this to our attention.

If you could please confirm and provide the following information, Carrier would be happy to investigate your concerns:

- Name and contact information for your current service provider / HVAC contractor.
- Date your service provider was last out to your home to diagnosis the "Harness failure" and "Fire".
- All prior maintenance and service documents including the most recent diagnosis to support your claim.

If you can please provide us with the information requested above, we can then escalate your case for review.

Thank you,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Customer Answer
Date: 03/27/2024
BBB response is inadequate. They have been notified of unit fire. How else would wiring harness be burnt!

Look at several class action law suits. Look at my communication history. Carrier is a nonconsumer friendly manufacturer.

FYI, I even reported another fire told me by my contractor. The mother with small kids.

I was home at the time and was able to shut unit down. This carrier unit was under warranty. In my opinion, I recommend everyone stay away of Carrier units and their off brand ****** unit. My unit was unsafe. I would never purchase a Carrier unit. I recommend everyone ****** BBB or class action law suits against Carrier.

I have contacted ***** Givernor ****** informing him of risk these units pose to Texans. It is a matter of time and people might die or get seriously injured.
Customer Answer
Date: 04/03/2024
Date Sent: 3/27/2024 6:59:25 PM
BBB response is inadequate. They have been notified of unit fire. How else would wiring harness be burnt!

Look at several class action law suits. Look at my communication history. Carrier is a nonconsumer friendly manufacturer.

FYI, I even reported another fire told me by my contractor. The mother with small kids.

I was home at the time and was able to shut unit down. This carrier unit was under warranty. In my opinion, I recommend everyone stay away of Carrier units and their off brand ****** unit. My unit was unsafe. I would never purchase a Carrier unit. I recommend everyone ****** BBB or class action law suits against Carrier.

I have contacted ***** Givernor ****** informing him of risk these units pose to Texans. It is a matter of time and people might die or get seriously injured
Business Response
Date: 04/09/2024
Dear *******************************

We received your recent BBB response and unfortunately this was the first time Carrier is heard about your equipment experiencing a "Fire". After receiving your report, I contacted our legal department as well as the ***************** Manager in your area. They have indicated there have been no "Fire" reports made by any of our service provider regarding your equipment. Please note a licensed HVAC technician would be required to assess the situation at hand and assist determining the root cause of the failure.

Carrier takes product safety seriously and we appreciate you bringing this to our attention.

If you could please confirm and provide the following information, Carrier would be happy to investigate your concerns:

- Name and contact information for your current service provider/ HVAC contractor.
- Date your service provider was last out to your home to diagnosis the "Harness failure" and "Fire".
- All prior maintenance and service documents including the most recent diagnosis to support your claim.

If you can please provide us with the information requested above, we would be happy to escalate your case for review.

Thank you,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation

Customer Answer
Date: 04/09/2024

Complaint: 21203112

I am rejecting this response because:I reported earlier to Carrier cable destroyed because of electrical fire. I reported to Carrier contractor name....My contractor informed me of another customer fire. ********************** has been sued in at least two class actions that had fire related issues. In my case the Carrier unit has been poor designed with either poor quality electrical components or inadequate circuit protection or both Carrier uses stall tactics instead of servicing waranteed units. In my opinion, Carrier products should be avoided if you value your home, life or family.

Sincerely,

*******************************
Customer Answer
Date: 04/09/2024
Please review the history of our communication. On my responses, I indicated electrical fire. As a retired electrical engineer, Carrier failed to adequately fuse or provide circuit protection for my unit. Most likely component failure ignited the fire. By luck I was able to shut unit preventing house fire. What could of happened if unit caught fire at night while we were sleeping!
Carriers latest communication they first learned that unit caught fire. In past communications, i mentioned failure due to fire many, many many times.
This shows how negligent Carrier is and how uncaring they are about their product performance and their customers safety.
Customer Answer
Date: 04/10/2024
Thankyou for reporting Carrier on your site for 36 months. Hopefully getting message out saves lives. Carrier has only profit as their guiding business strategies.

It is a losing strategy but like other larger manufacturers they rebrand. Hopefully ****** brand is looked at closely.

Have settled two class action lawsuits, how does that help their brand or profitability?
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
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Furnace installed in 2008. A internal (guts) of the furnace was replaced in 2021. A technician came out this past week and cleaned and readjusted the unit and the service message has been on every day since he left. We dont trust this unit to leave our house for a day. The only resolution is to replace this unit.
Customer Answer
Date: 01/01/2024
The furnace was serviced last week with ******************. After they left, the next three days the error/service needed sign came up consistently. We cannot leave the house in fear of failure during cold weather and our pipes to freeze and burst.
Business Response
Date: 01/03/2024
Dear ***************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty Carrier provided on Model: 58MVC100-F-1--20 Serial: ********** was a limited parts warranty from the date the equipment was installed. As well as a life-time warranty on the Primary and Secondary Heat Exchangers. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

In certain instances, Carrier elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier Corporation agreed to pay a labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger or a credit towards the purchase of a new Carrier furnace. Please note that if your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date. If you choose to replace your system with a new Carrier furnace, please speak with your dealer regarding the trade in credit.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the **************** parts warranty coverage and class action coverage will be extended to you.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/03/2024
We had the repair technician out on 12/28/23 and since he left the furnace stopping running several times a daytoday being 1/3/24. We had four holiday guests from the 12/29/23 until 1/2/24 and we had very cold nights with the temperatures at night being 27 degrees. Not good for health compromised folks. If could afford to replace it we would but not something we can do easily.
Customer Answer
Date: 01/03/2024
We had the repair technician out on 12/28/23 and since he left the furnace stopping running several times a daytoday being 1/3/24. We had four holiday guests from the 12/29/23 until 1/2/24 and we had very cold nights with the temperatures at night being 27 degrees. Not good for health compromised folks. If could afford to replace it we would but not something we can do easily.
Customer Answer
Date: 01/03/2024

Complaint: 21078838

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 01/09/2024
Dear ***************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty Carrier provided on Model: 58MVC100-F-1--20 Serial: ********** was a limited parts warranty from the date the equipment was installed. As well as a life-time warranty on the Primary and Secondary Heat Exchangers. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

In certain instances, Carrier elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier Corporation agreed to pay a labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger or a credit towards the purchase of a new Carrier furnace. Please note that if your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date. If you choose to replace your system with a new Carrier furnace, please speak with your dealer regarding the trade in credit.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, our decisions remain unchanged, no compensation or concessions beyond the **************** parts warranty coverage and class action coverage will be extended to you.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/13/2024

Complaint: 21078838

I am rejecting this response because: the replaced heat exchanger lasted less than three years. The danger is that the original furnace part has not been corrected. This is the same part that was declared defective nor resigned which originally caused the problem.
you can reinstall this part and it will continue to fail. The loss in effective function is also costing us monies in function more than $900 in the buybacks. We need a completely redesigned furnace We have contacted our local TV station for their investigation for our situation and problem. They have accepted mounds of pictures and information. This will be a television story shortly Our personal attorney has taken all our information and will coordinate with our local television station reporter Not only we cannot afford a new furnace of eight thousand dollars but we dont own the problem We both retired with disabilities but on a small fixed income. We will go to all ends to resolve this issue.

Sincerely,

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

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