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:08/23/2023
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.
Good afternoon;I purchased a brand-new Carrier air handler and condenser model numbers *************************** back on July 5th, 2019. Both units have received proper maintenance since then. On 08/10/2023 the a/c stopped cooling down. We called our a/c technician, and he advised us that there was a major leak in the condenser coil. Our A/C technician contacted carrier the same day and was informed that the part was under warranty by Carrier but that the part was in backorder for at least 60 days. Our A/C technician was not even provided with an order number or claim number as carrier refused to provide due to not having the part. We are requesting a resolution to our issue in a timely manner from carrier. If you don't have the part, then we need you to replace the whole unit. We cannot be without A/C when temperatures are surpassing 100 degrees every single day. It is inhumane to expect a customer to sit and wait a resolution to a faulty defective part problem caused by the lack of quality of your parts for 60 days or more. How is it that a brand name like carrier has so many complaints of a faulty coil, what is happening with your quality control? why is there a lack of responsibility to respond to so many upset customers complaining of the same issue?We are asking for a resolution to our problem from Carrier. We need our a/c to work immediately not in 60+ days.Attentively A very frustrated customer.
Business Response
Date: 08/23/2023
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.

The part in question was ordered by your dealer through their local distributor. As the manufacturer, part orders are not visible to us as they are handled on a local level. I am very sorry your dealer was unable to source your part locally. I will be sending you an email from Carrier **************** requesting part and order information. Please reply to the email and we will be happy to investigate into the availability of the part necessary to complete the repair.

Your dealer would be your best point of contact to obtain the order information.

We appreciate your patience as we investigate this matter.

Sincerely,

*************************
Senior **************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 08/25/2023

Complaint: 20511014

I am rejecting this response because:
I responded to Carrier's info requested. The issue is far from being resolved. Turns out the part in question is "now" available. However the technician was told I needed to pay for the part that is supposed to be covered under the warranty.
Your distributor is asking an upfront payment of $4773.00 plus tax and shipping.
This is outside of the $1000 labor and freon the technician is charging.

This is completely unacceptable. Why do I have to pay over 6k for a defective part that is supposed to be under warranty?

I dont have this kind of money. Is this a bad joke from carrier?.

Please resolve this issue.
Sincerely,

Business Response
Date: 08/31/2023
Dear *************************,

Thank you for your recent response. On behalf of Carrier, I am very sorry to learn of the problems you are currently experiencing.

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.

Warranty claims are handled at a local level. The warranty process begins when your service provider purchases a replacement part from the local distributor.Once the repair is finished, your service provider is required to return the faulty part back to distributor and file a warranty claim to receive reimbursement for the part. Depending on the type of account your service provider has set up with their distributor will determine if the part needs to be purchased up front. Some service providers elect to cover the initial cost while others request the customer cover them.

For additional information regarding this process, we advise you reach out to Cool America Air LLC to discuss with them directly.

Sincerely,

*************************
Consumer Liaison Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 08/31/2023

Complaint: 20511014

I am rejecting this response because:

Your response is careless and completely unacceptable. Your lack of accountability is completely outrageous.

Our service provider is not the one asking us for an upfront payment. It is your distributor. Why would your distributor charge upfront for a part under warranty. This is completely unacceptable.

Is carrier running away from its responsibility for a faulty product?

It seems like your are just brushing this off and completely disregarding the fact that a 4 year unit has a faulty part.

Who do I need to contact to make this right? I don't have 6k sitting around to pay for your faulty product part thatvis supposed to be under warranty. This is simply outrageous.

Please provide a resolution or contact your distributor to make this right.

Sincerely,

*************************
Initial Complaint
Date:08/15/2023
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 had a Carrier 4 Zone Ductless Split HVAC system installed at my condo.Issue #1 Poor Temperature Control The first issue is two of the Indoor Units continued to pump heat into the room well past the set temperature. Temperatures would continue to climb and stop only if the unit was turned off. After months of discussion, the units were re-programmed. The program bandaid did solve the overheating problem but since the unit can now be used only in Follow Me mode, I have lost advertised functionality that I paid for.Issue #2 Blower Noise Soon after installation, the unit in our Master Bedroom began making a noticeable ticking noise whenever the blower was running. Many nights we would simply just shut the unit off to get to sleep and deal with uncomfortable room temperatures. Now, the blower in our main downstairs living area is also making noise. The quality or quality control of the blowers used is unacceptable for the application. Issue #3 Outside ******************* Recently, we returned to our condo to find that the outside unit would not run. On inspection, it was found that a mouse had entered the control section of the outside unit and did over $2300 damage to the outside unit control electronics. My issues with this are two-fold. First, the components used are very light duty. Even my service tech commented on how light duty the wiring and components are in this unit as compared to others AC or heat pump units he typically works on.Second, it appears that no attempts were made to prevent rodents from entering the control section of the outdoor unit. It would seem to be a logical design specification to enclose these delicate electronics. Final Comments Before experiencing these issues, I recommended Carrier mini-splits to my neighbors. Some of my neighbors even purchased Carrier based on my recommendation and, now after all the problems with my system, I feel guilty for having done so.
Business Response
Date: 08/15/2023
Dear *****************************,

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

According to your prior customer service case ********, we previously reached out and spoken with our service managers at the distribution center, they show 2 closed cases from when your dealer called in for tech support. The first case was from December of 2021 where they requested EXV test results from your dealer for how your unit was operating as well as a follow up EXV test result once your dealer switched your system over to another mode. This information was requested twice before the case was closed. The second tech support case was opened 3/6/2023 due to a F5 error code. Our tech support walked them thru and determined the fan and compressor boards needed to be replaced. Notes indicate the distributor sent a main board by mistake and corrected the mistake.

If you are experiencing a system failure, we would recommend asking your dealer to contact our district service manager at the distribution center to voice your concerns and ask for assistance addressing your noise and reprogramming concerns.

Carrier 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 Carrier provided on the below equipment was a limited 10-year parts 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. The manufacture warranty card outlines on page 2 This warranty does not cover:section 7. Failure or damage due to floods, winds, fires, lightning,accidents, corrosive environments (rust, etc.) or other conditions beyond the control of Company. I am sorry but the failure due to a mouse will not be covered under the manufacturer warranty.

unit 1: 2918V10261
unit 2: 2218V14064
unit 3: 0618V13454
unit 4: 0118V22217
unit 5: 1018V15377

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 for mouse damage 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
Email: ******************************
Customer Answer
Date: 08/17/2023

Complaint: 20470570

I am rejecting this response because: Despite Carrier's repeated restatement of their warranty policy, I know that my many issues are the byproduct of poor design, inadequate components, and NOT just rodents. I feel that all potential buyers of Carrier's ductless HVAC systems should be aware so they can make informed purchase decisions.

Sincerely,

*****************************
Business Response
Date: 08/22/2023
Dear *****************************,

The warranty Carrier provided on the below equipment was a limited 10-year parts 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 manufacture warranty card outlines on page 2 This warranty does not cover: section 7. Failure or damage due to floods, winds, fires, lightning, accidents, corrosive environments (rust, etc.) or other conditions beyond the control of Company. I am sorry but the failure due to damage caused by a mouse will not be covered under the manufacturer warranty.

unit 1: 2918V10261
unit 2: 2218V14064
unit 3: 0618V13454
unit 4: 0118V22217
unit 5: 1018V15377

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 for mouse damage 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
Email: ******************************
Customer Answer
Date: 08/22/2023

Complaint: 20470570

I am rejecting this response because: Admittedly, the damage to my unit was not caused by floods, winds, fires, lightning, accidents, corrosive environments (rust, etc.). So, I'm assuming that Carrier is claiming that the damage done by a mouse is, per your warranty clause #7, a condition beyond the control of the Company. However, damage done by a mouse is well within the control of the Company. If the design had been more robust, the mouse would not have been able to cause such an extensive and costly amount of damage. I respectfully demand a full refund of the parts costs associated with my claim and /or design modifications to prevent repeat issues.

Sincerely,

*****************************
Initial Complaint
Date:08/14/2023
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.
This has been an awful experience with new Carrier home air conditioner. It is a new unit I have had a little over 2 years. The first three months of having the unit it broke. I've had to have a carrier representative come out 2 more times since then. I have to wonder if they sold a refurbished units as a new unit. In total I will have had to dish out a little over $1500 in repair cost. I can only imagine how much it will cost after the parts warranty is up. I could have bought 3 portable air conditioners and would have paid less than the repairs I have had to pay on the unit that was installed that I was told is new. Is this unit defective or has a recall? The outside unit serial number is ********** product number ************** model number CH14NB042. This is a 2 part system. The unit in the attic product number is FB4CNP042L10EDAA model number FB4CNP042 serial number **********. I have only attached the latest repair bill not to include the $120 for service trip. June 19, 2023 I paid over $300 in labor cost because the motor and circuit board went out. Essentially I have been buying a new unit piece by piece. I would like Carrier to replace the unit at no cost to me.
Business Response
Date: 08/15/2023
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. 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.

Thank you for providing a current diagnosis from ***************** A/C. In order to properly investigate this matter, we will need some additional information:

- Address where the equipment is located
- Verify the model & serial numbers of the effected equipment
- Installation date of the equipment
- Name and phone number of installer
- Maintenance and service documents

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

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 08/22/2023

Complaint: 20467614

I am rejecting this response because: currently the situation is not fully resolved. I attached an email response from Carrier with a possible solution with no guarantees from Carrier. In about 2 months time I've had to replace major parts on a new unit that should not be breaking this early on. Carrier does cover the parts but the repair bills are adding up. There also currently seems to be some confusion as to who installed the unit. Apparently as of recent ***************** LLC is saying that they believe Kings Air was the original installer. I was told by my home builder DSLD homes that ***************** A/C LLC was the original installer. ***************** A/C LLC also said that a representative from Carrier said a one-time $100 credit would be given towards the repairs that is estimated to be $1006.00. All of which is opposite of what the email suggest. Its like buying a brand new car and being told the engine blew out and it only has **** miles on it. You fix it and then get told the transmission is bad and you now need to fix that as well 2 months later. Currently I have 2 portable A/C units that are functioning better than my expensive A/C by Carrier. I need them to find out what is wrong with their product and fix it without me paying outlandish fees to fix a new unit that should not be having major mechanical issues this early.

Sincerely,

***************************
Business Response
Date: 08/23/2023
Dear ***************************,

Thank you for your recent response.

As previously discussed, I have sent your case over to our district service manager for review. He will reach out directly to Northwest ******* A/C to provide technical support and investigate the failures. Once they have determined a root cause, ***************** should be contacting you with any updates or next steps.

Please respond back to the email sent to you on 8/22/23 with your paid, itemized invoice once the repair for the coil has been completed and we will review the charges to determine what compensation you are eligible for.

We appreciate your patience as we review this matter.

Sincerely,

*************************
Senior **************** Specialist
Carrier Corporation
Email: ******************************
Initial Complaint
Date:08/14/2023
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.
Hello. I purchased and installed a new Carrier Air conditioning and Furnace on 5/14/2017. I have all the documentation, video and correspondence to back up what I'm saying. I also purchased the extended 10-year warranty for the equipment. About 3 months after installation, the unit began making horrible noises. I spoke with *************** from ****** Wholesale distributor in *********** where the equipment was purchased. on 6/1/20. She made contact with Carrier customer relations ********. And I was given a case number ********. Eventually a refrigeration tech, *********************** came out and determined my compressor was bad and replaced it under warranty. As summer rolled around, I turned on the ** unit and the thing was making the same noise. (Bad compressor. I myself am a certified ** technician) So I have been trying to get a hold of all the same people again since to get this resolved because it still is not fixed and nobody had called me back or returned my calls, Until finally, on 8/23/2022, almost a year and a half later. Representative *********************** from ****** got in touch with me. I gave him all the info, video, copies of paperwork, and he told me quote, "I was not alone with this compressor problem and the company carrier has every intention to make it right for all". That was one year ago and despite numerous emails, I have received no more correspondence. So, this ** system was purchased and installed on 5/14/2017 with the extended 10-year warranty and is now 7/7/2023. 6 years later, and I have yet to have a working system. It's unacceptable. I'm reaching out to you because I don't know what to do. I have been more than patient and summer is now here. I paid good money for the system; I bought extra coverage. and it should work. So, I am asking you for help. I have any documents, videos, and correspondence if you need. If you are unable to help perhaps you could recommend someone. Thank you for all you do.
Business Response
Date: 08/15/2023
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. 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.

In order to properly investigate this matter, we will need some additional information:

- Model & serial numbers of the effected equipment
- Name and phone number of service provider
- Current diagnosis
- Maintenance and service documents
If you can please provide us with the information requested above, we can then review your case.

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 08/19/2023
The unit model number is 24AAA536A300, serial number 0417E11655,
I have no maintenance records because It hasn't run since I've owned it. still brand new.
I'm not completely sure what party you want here but. It was originally installed by Matrix under ********************* Lic # ******. the equipment was purchased from ****** wholesale distributors in concord **. Who put me in contact with ******** from carrier customer relations *************) who assigned me case # ********. ****** also authorized a replacement compressor that was diagnosed and installed by *********************** service tech *************) Lic *******. Once summer rolled back around, it was still making the noise and I haven't been able to get help from anyone since. Except for *********************** from ****** *************) who eventually called (you can see our correspondence in the documents on BBB) He told me carrier was aware of the issue and that I was not alone with this problem and carrier intended to make it right for all. And Haven't been able to get in touch with him since.
I hope I have answered your questions. If I go back from this page everything I have written will be erased. Please let me know if you needed something else. documents are on the BBB website and I assume you can see them.

Customer Answer
Date: 08/21/2023
I just wanted to add that I myself am a certified ac tech for 19yrs the place I work at has chillers made by Carrier and we purchase alot of smaller commercial units from you so I am aware of the quality that you speak of witch is why I have been shocked at the lack of support in my own equipment. I mean years have gone by. ***** it we did have covid in that time frame but, it has been to long, and those envolved I feel have either been telling me lies, or not telling me the truth and making you look bad.

Customer Answer
Date: 08/27/2023
Hello
I sent my response to Carriers questions but have not heard from anyone. Can I please know what's happening.
Customer Answer
Date: 08/30/2023
The unit model number is 24AAA536A300, serial number 0417E11655,

I have no maintenance records because It hasn't run since I've owned it. still brand new.

I'm not completely sure what party you want here but. It was originally installed by Matrix under ********************* Lic # ******. the equipment was purchased from ****** wholesale distributors in concord **. Who put me in contact with ******** from carrier customer relations *************) who assigned me case # ********. ****** also authorized a replacement compressor that was diagnosed and installed by *********************** service tech *************) Lic *******. Once summer rolled back around, it was still making the noise and I haven't been able to get help from anyone since. Except for *********************** from ****** *************) who eventually called (you can see our correspondence in the documents on BBB) He told me carrier was aware of the issue and that I was not alone with this problem and carrier intended to make it right for all. And Haven't been able to get in touch with him since.

I hope I have answered your questions. If I go back from this page everything I have written will be erased. Please let me know if you needed something else. documents are on the BBB website and I assume you can see them.

Business Response
Date: 08/31/2023
Dear *************************,

Thank you for your recent response.

The district service manager at Siglers, ***********************, provided us with an update on 8/21/23 stating he has been trying to reach the contractor, ****** Heating and ******** to return and investigate the issue again but has received no return phone calls from them. If he is unable to contact ****** Heating and ******** another HVAC dealer will need to be engaged to look at your system.

I will reach back out to the *********************** and see if he has any recent updates. I will update you at the email address we have on file: ***********************************.

We appreciate your patience as we continue to review this matter.

Sincerely,

*************************
Senior **************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 09/03/2023
Thanks for the reply and for working on it. I myself have tried contacting your rep and he doesn't return my emails. I also forward your reply to me to the technician and have spoke to him recently and he stated just to let him know what I needed from him, so as far as I'm concerned you can send someone else. The only problem with that is you can never be sure when the unit will start making that sound. To us it happens to much, but for someone coming by on any given day who knows. thats why I take videos when it's happening. And I will take a much more detailed one when it happens again. I dont like to let it run like that to long because I dont know what could happen. but can we please just get it done because it is hot where I live. We are both in our 60's and have been sweating in our house for too long. We dont even have guest over anymore because of it.
Customer Answer
Date: 09/06/2023

Complaint: 20466901
Thanks for the reply and for working on it. I myself have tried contacting your rep and he doesn't return my emails. I also forward your reply to me to the technician and have spoke to him recently and he stated just to let him know what I needed from him, so as far as I'm concerned you can send someone else. The only problem with that is you can never be sure when the unit will start making that sound. To us it happens to much, but for someone coming by on any given day who knows. thats why I take videos when it's happening. And I will take a much more detailed one when it happens again. I dont like to let it run like that to long because I dont know what could happen. but can we please just get it done because it is hot where I live. We are both in our 60's and have been sweating in our house for too long. We dont even have guest over anymore because of it.
Business Response
Date: 09/06/2023
Dear *************************,

Thank you for your recent response. We are happy to assist in any way we can.

As of 9/6/23, we have not received a response from the distributor yet. I have reached back out to him requesting an update. As previously discussed, if ****** is unable to assist, you will have to hire a new service provider. I will check with the district manager to see if he has any recommendations and update you as soon as I have one.

Again, thank you for your patience as we continue to investigate this matter.

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 09/10/2023
Hold on , your saying I have to pay for a technician? I already paid $1600 for a repair that didn't work. Does it seem right to you that I have to pay again? I bought a brand new system years ago that's never worked. Fed the guys a steak dinner, then had to pay another $1600 for this brand new system that still isn't working and now your saying I have to pay another $1600 to fix the same problem. Is that what your saying?
Customer Answer
Date: 09/11/2023

Complaint: 20466901

Hold on , your saying I have to pay for a technician? I already paid $1600 for a repair that didn't work. Does it seem right to you that I have to pay again? I bought a brand new system years ago that's never worked. Fed the guys a steak dinner, then had to pay another $1600 for this brand new system that still isn't working and now your saying I have to pay another $1600 to fix the same problem. Is that what your saying?
Business Response
Date: 09/14/2023
Dear *************************,

Thank you for your recent response.

I am very sorry that ****** has had such difficulty diagnosing your unit. Our district service manager would like to continue investigating this matter so we are able to determine a resolution for you. Unfortunately, ****** has not responded to our inquires so the next course of action would be to find another service provider.

I understand your concern related to the costs associated with this issue. I am attaching a one-time good will voucher in the amount of $250. This voucher should help alleviate some of the initial costs of having another contractor step in to assist with the investigation. We are working on finding a new company on your behalf. I will be sending updates to the email we have on file: ***********************************. Please let me know if there is an alternative contact method you prefer.

We appreciate your patience as we continue to review this matter.
Sincerely,
*************************
Senior **************** Specialist
Carrier Corporation
Email: ******************************
Customer Answer
Date: 09/14/2023

Complaint: 20466901

I am rejecting this response because: Ok well The BBB is obviously not going to resolve this. You keep your $250 and I will seek legal action on my own. As a consumer, and given the *** of time that has gone by and the money I've already spent on the equipment, the warranty, and repairs I have have more rights than this. How about this, You can have a guy come out to diagnose it. Then you just give me the parts that I have more than already paid for so I can fix it with my co-worker. I am a certified AC technician then you can rip up the remaining contract and I'll take my chances from there. I dont want to be in a contract or have to depend on Carrier for anything again. If this not acceptable to you then were done.

Sincerely,

*************************
Initial Complaint
Date:08/10/2023
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 bought a new home, the builder provided ** unit from business name: Carrier, which is the company I complain. On July 28th, my ** not working properly. I have the a repairman coming to inspect the unit. They told me the issue was the manufacture defective. He told me the ** must be in warranty, and gave me a describe of the issue. I contacted the builder immediately, because those day in ********** is extremely hot the temperature is over 105F. The builder told me the warranty was covered by the manufacture "Carrier Corporation" . I contacted the manufacture they refuse to help. They are not commit the unit was the manufacture defective, but they only admit the issue was not normal, however they only offer me one solution which is provide the parts and need me to pay the replacement cost which is about $3000 to get the unit back to normal. However, the whole matter is not about the normal wear and tear over the life, because I have the evidence given by the repairman shown the problem was cause by the original defect. This issue is supposed to be resolved by free repair or replace for free. Right now, they still avoiding the issue even after the inspection was complete by their guy, and all evidence was provided. Right now, they refuse to communicate, and BBB is my only hope because I am new immigrate and no one else can help me out. Please consider my issue and help me out.
Business Response
Date: 08/14/2023
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: CA16NW04800G, Serial: *********** is a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... Ive attached a copy of your warranty certificate for your records.

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 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,

*************************
Senior **************** Specialist
Carrier Corporation
Email: ******************************
Customer Answer
Date: 08/16/2023

Complaint: 20454105

I am rejecting this response because: It has nothing to do with the warranty as the company keep addressing in order to keep avoiding the main issue. Its a manufacturer failure and right now I have a lot of reason to believe that I had paid a full price for a brand new machine and what they installed to my unit is either a defected machine from the manufacturer OR a renewed USED machine. Plus, the response here is a exact copy and paste from the previous email I received, so you can tell they DONT CARE!

Sincerely,

*******************
Business Response
Date: 08/17/2023
Dear *******************,

Thank you for your recent response.

Carrier 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.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. The warranty does not include diagnostic fees, labor, refrigerant, maintenance,etc... Carrier is happy to provide you with a replacement coil at no charge to you. As the homeowner, you are responsible for any additional charges associated with the repair.

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 feel that your installing dealer sold you used or refurbished equipment, we advise addressing this concern with them directly.

As it stands, there are no known manufacture defects for model # CA16NW04800G.If your service provider feels this is a known problem, we would suggest they reach out to their local Carrier distributor to report theyre findings. Per our previous emails, I have taken the liberty of engaging the district service manager at the distribution center to reach out to your service provider,*************, to try and determine a root cause of the coil failure. Once we receive an update, I will respond to the email weve been corresponding with.

Thank you for your patience as we review this matter.

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 08/17/2023

Complaint: 20454105

I am rejecting this response because: The manufacturer doesnt even know the issue as they said they are still seeking for a root cause of the coil failure, then they are 100% sure that theres no known manufacturer defect for my machine. This is already a self-contraditction. Common fact: those parts are are manufactured by the equipment, no matter how precise the equipment is, the defect is non preventable. THIS IS A COMPLETE SHIFTING RESPONSIBILITY.
I have been suffered during the hot weater for 21 days already. During those days waiting for the response, I went outside during the day for air conditioning and only go home after sunset but also suffered during the night in a BREATHLESS environment. I am wondering when will that be for a result. Cause BEFORE I filed to BBB, you guys STOP replying me and I couldnt just wait in this situation for COUNTLESS days. It already did a lot of HARM to my HEALTH. I know each one of the parties trying to throw the responsibility to each other, however the customer is the most innocent one but also the ONLY one that suffering during the process. THIS IS NOT RIGHT. What is a correct movement for such a big company, is to have the customer issue resolved since its time sensitive, then either to investigate the dealer to figure the responsibility between you and the dealer ON YOUR OWN BRHALF. I REFUSE to go over and over about this issue AGAIN and AGAIN.
( I didnt even contact the manufacturer the first day failed of my machine, and I did have a repair guy came and paid for diagnose and also willing to pay for repair cause no one gonna imagine such a big issue gonna happen to such a new machine. I am not being unreasonable for asking the manufacturer to cover those extremely pricy repairs. I would definitely paying for what I should be responsible for(as the manufacturer responses in this email), like a minor issue that COULD be happened within only two summer of use. But I refuse to pay for the issue that should only be happened for AGED machines, which is normally a sign of getting a new one cause the repair fee is higher than to just simply replace a new machine, as one of the repairman addressed). I would really like the BBB to stand out to help the desperate customer.

Sincerely,

*******************
Customer Answer
Date: 08/22/2023
Hi, the business did not reply my message on August 17th and have my case closed. We didnt have a solution and agreement. And the company never answer my question. This is ridiculous that they continually ignore customers issues. They lied about telling BBB that the issue is Answered cause they didnt even reply my last message. Thank you.
Customer Answer
Date: 08/22/2023
Hi, the business did not reply my message on August 17th and have my case closed. We didnt have a solution and agreement. And the company never answer my question. This is ridiculous that they continually ignore customers issues. They lied about telling BBB that the issue is Answered cause they didnt even reply my last message. Thank you.
Customer Answer
Date: 09/04/2023
Hi, I have sent the response to BBB on 8/22/23, and havent heard back. I didnt know if my case have been reopened or not, if not I wanted it to be reopen cause Carrier still refused to reply me and indicate as Answered, Its been so hot over ************************************************** Thank you!
Business Response
Date: 09/06/2023
Dear *******************,

Thank you for your recent response. I am very sorry to learn that the problem you are experiencing has not been resolved.

As previously discussed, Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. The warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... Carrier is happy to provide you with a replacement coil at no charge to you. As the homeowner, you are responsible for any additional charges associated with the repair. We advise contacting your installer directly to discuss their labor rates and any discounts they may offer.

As it stands, our answer remains unchanged. I am very sorry I could not provide you with an answer more in your favor.

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 09/06/2023

Complaint: 20454105

I am rejecting this response because: I have two easy questions for the business:
Is the coil totally failed and leading the expensive Freon(15+ lb) leaking to ZERO (which should last forever as the technician explained last visit) a very common issue that happens to your 2 years old product?
Is your customer who purchased your product, should be prepared to pay thousands of dollar to repair the air conditioning within two years of purchase?

Sincerely,

*******************
Business Response
Date: 09/08/2023
Dear *******************,

Thank you for your recent response.

As it stands, there are no known defects for model #CA16NW04800G and our warranty database indicates there have been no prior repairs to the unit within the 2-year time frame you had mentioned.

Corrosion of the copper tubing in the coil is the most common cause of evaporator coil leaks. This corrosion happens when formic acid accumulates on the coil as a result of the interaction of water, copper, and volatile organic compounds in your indoor air.

These compounds are present in household chemicals, personal products, and new construction materials. Salt in the air in coastal cities contributes to the corrosion of various parts of your air conditioning system. Carrier offers coastal units that are designed to withstand the environmental factors that cause damage to your system. Unfortunately, our database indicates that model # CA16NW04800G is not a coastal unit.

I have sent your case to the district service manager at the local distribution center. They have tried reaching out to your dealer, *****************************, on 8/9/23 to discuss the coil leak and determine a root cause but has not heard back. Your dealer would be in the best position to provide the district and territory service managers feedback from what they are seeing in the field.We would recommend asking your service provider to reach out to the distributor and report their findings.

Sincerely,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 09/10/2023

Complaint: 20454105

I am rejecting this response because: Per your post, there are no known defects for model #CA16NW04800G. When talking about the defect model, theres NEVER known defects, if you sell a known defect model to the consumer, thats called fraud. Plus, you should know that I never said the whole model is a defect model, I am talking about the coil in it the whole time, I am saying that part is defect, so definitely YES theres no known defect for the ************************** defect is still a defect.

You mentioned theres no prior repairs, and yes that mean I have not touched the machine the whole time. So it can assure that its not me that damaged the coil.

Then, you are trying to teach me about how coil is corrosion and coil corrosion is common, but this is not the scenario here. First of all, Irvine is not a coastal city, second my coil defect is not about the corrosion, and thats why either the dealer, the repair man or the builder are all suggesting me to contact the manufacturer directly. If they see a common corrosion, they will not suggested that. If it is about normal daily use, I wont come to you. For example, if my phone stop working, you said yes when it has water inside, it will stop working, thats common. BUT my phone has never dropped into the water, its completely dry. This metaphor you use is just trying to direct us to the wrong direction.

You should stop keep talking nonsense to me, I need you to solve this matter. From July to now, you have never been clearly solving my matter. The whole time, have you even send one person from your perspective to inspect? All you asking it to have me to find people and then you dont believe in what my people found. You dont even sure what is the reason for the failure, you just keep hypothesis.

Nobody can assure that everything working 100% properly. When you build an air conditioner, each procedure matters, and I can imagine that theres maybe hundreds or even thousands steps to build one air conditioning, its a very complicated process. The issue could happen in every small steps. And yes you build 100 air conditioners are all working perfectly, but this is the one that not working properly and I am unlucky, however I am not an air conditioning professional so I couldnt tell the issue happened in which step. But it is not due to the daily use. It just stop working. And I am in the warranty so what I am asking is just to simply replace a new coil at no cost to me.

Sincerely,

*******************
Customer Answer
Date: 09/11/2023
I have just send my new message yesterday which is Sunday, and I understand Sunday no one working. But I just received an closed of the case again just now, which is Monday noon. And I have not receive anything back from the business and my messages was not answered. I need the case reopen, thank you.
Customer Answer
Date: 09/15/2023
Hi, I havent hear back from the business since my last message, I need the case reopen. Thank you.
Customer Answer
Date: 09/20/2023
Hi, I have sent more messages but my case have been closed with my message being ignored. Please have my case reopen, thank you!
best,
Xinyue
Business Response
Date: 10/02/2023
Dear *******************,

Thank you for your recent response.

As previously discussed, there are no known defects for model #CA16NW04800G and our warranty database indicates that model # CA16NW04800G is not a coastal unit, which may be the root cause of the problems you are experiencing.

Unfortunately, our district service manager never received a response from ************* to assist in investigating this matter on your behalf. Your dealer would be in the best position to provide the district and territory service managers feedback from what they are seeing in the field. We would recommend asking your service provider to reach out to the distributor and report their findings.

Sincerely,

*************************
Senior **************** Specialist
Carrier Corporation
Email: ******************************
Customer Answer
Date: 10/02/2023

Complaint: 20454105

I am rejecting this response because: First of all, as ****** determined, ****** is an inland city in Orange County that doesn't have any beaches of its own. So it doesnt matter if its a coastal unit or not. Second, I have sent the proposal that specific determine the issue is cause by the Coil from ************* on August 7 but you seem choose to ignore it. I already did my part, and I believe such big brand must have their own investigation team and should never ask the customer to investigate by themselves. Plus, I am not responsible to have anyone to investigate anything cause in order to proceed the investigation you mentioned, I will need to pay the thousands of dollars, and I am not responsible for that. So I insist you should send your investigation them to do more investigation if you dont believe in the Coil issue is caused by manufacture failure. Its a sure thing on what we found on our behalf, if the company are the one not sure, the party that questioning should be investigate, its a common sense. I dont want & I dont have to deal with this over and over again for these two months, too frustrating.

Sincerely,

*******************
Business Response
Date: 10/03/2023
Dear *******************,

Thank you for your recent response.

Parts can sometimes fail prematurely, which is why Carrier offers a limited parts warranty with every piece of equipment sold. This warranty is for the replacement of the failed part only and does not include labor, refrigerant or any additional materials.

Our local Carrier distribution center has a quality assurance team that handles matters such as this. Since there are no known defects for your specific model unit, ************* will need to contact the distributor to report their findings and provide the defective coil back to them for analysis.

No compensation or concessions beyond the original limited parts warranty coverage will be extended to you at this time.

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,

*************************
*********************** Specialist
**********************
Email: ******************************
Customer Answer
Date: 10/04/2023

Complaint: 20454105

I am rejecting this response because: I have never ask for any excessive demand, all I need is the company take what they are responsible for to have the manufacturer failure repaired at no cost to me, but the company dont want to get any ***** out of their pocket even they are supposed to, couldnt even full fill such a simple demand. So for any purchaser, if you bought any product from Carrier, be prepared that WONT last the third summer, your Freon will leak to 0(Freon wont leak to 0 in one day, it likely happens from the day you install the brand new machine, my 15lb Freon takes 2 and half years down to 0)no matter how large the capacity your machine is, and please prepare thousands of dollars to repair it cause Carrier COULD NOT take any of their responsibility. And we as a small customer, they dont care what you encounter and they also dont care what you post actually, cause I have saw the exact same situation happen to other people and they post something out there, seems like Carrier did the same thing to them. Theres a saying The debt is too much to worry about Its so ridiculous. SUCH A GREAT COMPANY.
I need BBB to post my comments in public, thank you BBB officer.

Sincerely,

*******************
Initial Complaint
Date:08/03/2023
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.
Bought new A/C and heating units on 9/16/18 from local company who installs Carrier/ ******. I did my research and felt that they were a well- known, national company with a good reputation. Almost 5 years later, the A/C failed. Had local company diagnose the problem which was leakage of refrigerant from inside and outside coils. The tech stated that he is seeing this type of problem more and more lately due to the use of thinner coils. They ordered 2 replacement coils 2 weeks ago, and we are still waiting for them. So far, we have paid the local company $2469.00 for diagnosis, service calls, and more refrigerant. We will owe considerably more after the installation of the new coils, labor and even more refrigerant. We are senior citizens, my wife is 84 and disabled, so she is confined to our house. The unit's fan has been running non-stop since the techs were last here, adding even more to our electric bill.
Business Response
Date: 08/14/2023
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. 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 Carrier provided on Model: 127ANA036000DBAA & CNPVP3717ALAAAAA Serial: 1918E23671 & 2218X40535 was a limited 10-year parts 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.

We are very sorry to learn you are experiencing a problem with your equipment and that your service provider was unable to source your replacement parts locally.

If you can please reply to this email 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 and description.
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where the order was placed.
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 was 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 fills in ALL information requested above, we will make every effort to locate your order. However, as we are not directly involved with the part order process, we would not be able to guarantee a relative timeframe. While we are working hard to provide answers for you, your Service Provider will always to be your best resource and should continue to work with their local distributor for any status updates.

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
Initial Complaint
Date:08/01/2023
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 am in ***** and my ac is broken, i have a carrier system, I have called several times without any solution I need parts for my AC and they are refusing to honor the warranty
Business Response
Date: 08/02/2023
Dear ***********************,

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

I have reviewed your customer relations case ********, our notes indicate you spoke with several ICP customer service reps regarding replacement parts. I spoke with you personally yesterday 8/1 and explained parts are not sold directly to homeowners from the factory.

International Comfort Products manufacturers 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.

As previously advised during our phone conversation, your licensed HVAC technician would be required to place an order with the local distributor to obtain the replacement warranty parts for your equipment. Please note your dealer is also responsible for filing any warranty claims with the local distribution on your behalf, you as the homeowner cannot file your own claims.

If you dealer has any issues obtaining your replacement parts,please ask them to contact our customer relations department and reference your case ******** and we would be happy to investigate the status of the parts order.

Sincerely,

******************* | Consumer Liaison- Executive Offices| Carrier Corporation
Initial Complaint
Date:07/28/2023
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.
Poor quality product and ineffective warranty. Looking for replacement cost of the Evaporation Coil part and the depreciated value of the unit that needs to be replaced. See my attached letter and other attachments. I have a contract with ***** Brothers in ****** to look over my 4 A/C units every six months. Last week they discovered a coolant leak (Evaporation coil by the furnace) with the ****** Unit B. (attached). They shared that the Evaporation coil should be under warranty but they preferred not to work with Carrier and what they called convoluted warranty issues. As a result, I reached out to ************************, ***** Air in ******. They inspected the problem and agreed that the part was under warranty and would replace it. Then the fun began.***** ordered the part from a Carrier distribution center. The part they brought did not fit the unit. They called around and found that the part was no longer manufactured by Carrier and they would have to retrofit another evaporation coil to the unit. After looking for the necessary parts, they became very frustrated with Carrier and essentially disappeared and stopped answering my calls. Speaking to other Carrier approved A/C companies, their advice was that it was best to just start over and replace the entire A/C unit. In general they shared, A retrofit would likely work, but once there are problems with a ****** unit. . . . ****************, this was not just one company. Each organization complained about Carrier warranties. Further the cost to replace the evaporation coil was only slightly below the cost of going with another known brand. Net-net, the warranty was basically a small contributor on costs.Retrofit, very weak warranty, and a house that was over 90 degrees. I am sure you can appreciate my disappointment and anxiety. Coupled with a week of trying to solve an easy issue in the ****** heat. Very poor marks for Carrier
Business Response
Date: 07/31/2023
Dear ***************************,

Thank you for contacting **************** and the Executive Offices. They have reviewed your file and asked that I respond. 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: CNPHP3617ALA & 127ANA036000 Serial:2015X37989 & 1515E22353 is a limited 10-year 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.

We are sorry to hear your dealers were unable to source a replacement evaporator coil locally. I have reached out to our territory service manager to review the coil availability as well as determine if your service providers had reached out to tech support. Our service manager has advised the evaporator coil for model CNPHP3617ALA is not sold separately. When a part is not sold separately, and the equipment is still under the manufactured warranty it would consist of a unit replacement not a retro fitted coil.

We would suggest reaching out to your service provider and asking them to reach out to the local distributor South ******************* in ***** and ask them to start the process to obtain the new air handler under warranty. The manufacturer warranty will not include diagnostic fees, labor, refrigerant, maintenance, etc, you would be responsible for those charges.

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.

Sincerely,

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

Customer Answer
Date: 07/31/2023

Complaint: 20390098

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 07/31/2023
The response from Carrier is a form letter to avoid liability. My family was with out adequate A/C with temperatures over 101 for over a week. Air/heat companies viewed thieir response from Carrier as inaccurate and a further explanation on why they no longer sell Carrier products. My expectation has not changed and expect Carrier to pay for the part replaced and the cost of the main A/C unit damaged with out coolant less depreciation.
Business Response
Date: 08/02/2023
Dear ***************************,
We asked our district service manager to reach out to your installer ****** Air to assist with the evaporator coil availability. As we previously stated our service manager has advised the evaporator coil for model CNPHP3617ALA is not sold separately. When a part is not sold separately, and the equipment is still under the manufactured warranty it would consist of a unit replacement not a retro fitted coil.
We have been notified by your installer the replacement was installed 7/28/2023 and they indicated the equipment is operating and cooling as intended.
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.

Sincerely,

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

Customer Answer
Date: 08/03/2023
This information from Carrier is incorrect and misleading.
Two important points. They found the retro-fit "days" later. I was told by ***** and by ***** Brothers that the main unit was low on coolant a long time and was no longer functioning at 100% efficiency. Speaking to yet a third A/C company, All agreed that the Carrier main unit was going to underperform costing additional dollars each month in utilities costs to keep the house cool and would very likely not reach its maximum potential efficiency, nor life expectancy. Net-net, the other units would have to try and keep up, again adding a financial burden to my family. Additional utilities costs, waiting another several days for a response. was not an acceptable solution. The utility bill for July was $1000.
Further let's be clear - ***** DID NOT INSTALL THE EVAPORATION COIL. They admitted they did not like working with Carrier for they were difficult to work with on warranties. They tried two different designs, neither worked. They needed to search and find the proper retro fit and called several sources, none of which had available parts and admitted it would take some time to find it. That was too long a time period of time for my wife and I to wait for a solution. There was no guarantee when we would even hear back. The manager (****) at ***** apologized and was very critical of Carrier telling us it is a recurring issue with that company.
Why in the world would we wait in the heat additional days for the defective Carrier unit to work? We made the decision that enough was enough and purchased a Lenox system to replace the Carrier with a much more comprehensive warranty and multiple A/C companies that would honor the warranty. The difference in efficiency of cooling the house is staggering.
I think it is important that all understand that the Unit, starting with the evaporation coil was defective. it had been leaking for a while and being a novice about such things, I did not realize that the stain in the pan below the furnace was a concern. We trusted that Carrier was a quality brand and that they would respond to a warranty issue quickly and professionally. Instead, delays, poor quality, A/C companies unwilling to work with Carrier parts and warranties. Now Carrier has added a denial and and an untruth on what was actually done. Our expectation remains that Carrier pay for the evaporation coil replacement and the new Unit less depreciation.
My job is to protect my family and property. I am not waiting for a company the size of Carrier to take days to resolve a repair under extreme heat conditions. I am simply not interested in a continuation of back and forth letters from customer relations associate following guild lines they are trained to give in response to customer complaints in an effort to avoid being held responsible. it is classic effort by irresponsible corporations to wear down the customer and hope that they will forget. ********************** and specifically their ********** ************************** need to take responsibility and do the right thing by offering an acceptable solution to this issue.
Customer Answer
Date: 08/04/2023

Complaint: 20390098
This information from Carrier is incorrect and misleading.
Two important points. They found the retro-fit "days" later. I was told by ***** and by ***** Brothers that the main unit was low on coolant a long time and was no longer functioning at 100% efficiency. Speaking to yet a third A/C company, All agreed that the Carrier main unit was going to underperform costing additional dollars each month in utilities costs to keep the house cool and would very likely not reach its maximum potential efficiency, nor life expectancy. Net-net, the other units would have to try and keep up, again adding a financial burden to my family. Additional utilities costs, waiting another several days for a response. was not an acceptable solution. The utility bill for July was $1000.
Further let's be clear - ***** DID NOT INSTALL THE EVAPORATION COIL. They admitted they did not like working with Carrier for they were difficult to work with on warranties. They tried two different designs, neither worked. They needed to search and find the proper retro fit and called several sources, none of which had available parts and admitted it would take some time to find it. That was too long a time period of time for my wife and I to wait for a solution. There was no guarantee when we would even hear back. The manager (****) at ***** apologized and was very critical of Carrier telling us it is a recurring issue with that company.
Why in the world would we wait in the heat additional days for the defective Carrier unit to work? We made the decision that enough was enough and purchased a Lenox system to replace the Carrier with a much more comprehensive warranty and multiple A/C companies that would honor the warranty. The difference in efficiency of cooling the house is staggering.
I think it is important that all understand that the Unit, starting with the evaporation coil was defective. it had been leaking for a while and being a novice about such things, I did not realize that the stain in the pan below the furnace was a concern. We trusted that Carrier was a quality brand and that they would respond to a warranty issue quickly and professionally. Instead, delays, poor quality, A/C companies unwilling to work with Carrier parts and warranties. Now Carrier has added a denial and and an untruth on what was actually done. Our expectation remains that Carrier pay for the evaporation coil replacement and the new Unit less depreciation.
My job is to protect my family and property. I am not waiting for a company the size of Carrier to take days to resolve a repair under extreme heat conditions. I am simply not interested in a continuation of back and forth letters from customer relations associate following guild lines they are trained to give in response to customer complaints in an effort to avoid being held responsible. it is classic effort by irresponsible corporations to wear down the customer and hope that they will forget. ********************** and specifically their ********** ************************** need to take responsibility and do the right thing by offering an acceptable solution to this issue.
Initial Complaint
Date:07/19/2023
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 multiple Carrier air conditioners which were installed in 2016. I've been quoted **** to replace a single computer board AND i'm being told there is NO warranty because my builder didn't register the product.My main complaint is when I try to resolve this by calling 1-800-CARRIER **************** -- the phone tree tells me to call back during business hours (M-F EST) -- I'm calling at 10 AM eastern! I feel like the phone tree is purposely trying to block customer phone calls. I called the corporate offices and was forwarded to "the chairmans office" which is another dead end phone tree that hangs up on you.
Business Response
Date: 07/31/2023
Dear ***********************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with calling into our customer relations department.

I have reached out to our management and IT department and confirmed ************** was having phone issues July 19th, 2023, which resulted in our phone system being down for a period of time during normal business hours.

I have been notified our phone system was corrected and have been operating correctly since the issues we had the previous week. If you are still needing assistance,please contact ************** Monday- Friday 8am-5pm EST.

Sincerely,

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

Customer Answer
Date: 08/02/2023

Complaint: 20344052

I am rejecting this response because:
Now that i'm able to speak to a representative, i'm being denied warranty coverage due a technicality. It's easily provable my home is less than 10 years old. It's the summer. I'm paying out of pocket now to get AC working. The resolution i'm seeking is to be reimbursed in full.
Case #. 05160288
Sincerely,

***********************
Business Response
Date: 08/03/2023
Dear ***********************,

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

We have reviewed your customer relations case ******** and see you spoke with our senior level representative on 8/2 expressing you were upset that you were denied warranty coverage. From our understanding the equipment was never registered with in the first ************************** closing date on a new construction home. Registration is the homeowners responsibility,and I am sorry if your installer or builder did not review the warranty information with you.

Our senior level representative advised she would put in an override request for the enhanced warranty coverage with our warranty administrator. As a one-time good will concession our warranty administrator has granted the override for the enhanced parts only warranty.

The updated warranty coverage Carrier provided on Model:59TN6A100V211122 Serial: ********** is a limited 10-year parts only warranty from the date the equipment was installed for the original owner. As well as a life-time warranty on the primary and secondary heat exchangers. The standard parts warranty is good until 5/24/2027. 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.

We would suggest reaching out to your dealer and asking them to file a warranty claim for the replacement parts with the local distributor. Please be advised, you as the homeowner would be responsible for all additional charges other than the warrantied parts.
Thank you for reaching out and sharing your concerns.
Sincerely,

******************* | Consumer Liaison- Executive Offices| Carrier Corporation
Initial Complaint
Date:07/17/2023
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 two Carrier HVAC units for my home that are less than 5 years old. I have had 3 condenser coils replaced and need a 4th (which I was told was back-ordered for several months.) Unfortunately, this unit is the main unit for my home, and it has been over 100 degrees in my city and is severely straining my secondary unit and making my home uninhabitable. If Carrier is unable to source a replacement condenser coil for my existing unit, they need to replace it with a comparable unit that is in stock and pay for the labor/materials to install it. Every time one of their coils fail, I have had to pay $1-2,000 for labor and refrigerant, which is unacceptable to be doing on a newer unit every year.
Business Response
Date: 07/19/2023
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. 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 Carrier provided on Model: CA16NA04800GABBA Serial: ********** is a 10-year 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.

We show you previously reached out to our customer relations department on 7/15/2023 (case# ********) regarding the multiple failures and spoke with a senior level representative. At that time our agent offered to escalate your case out to our district service manager to review the failure with your dealer, as it appears they had only spoken with the parts department to expedite the part.

On 7/18/2023 our service manager advised he spoke with **** at ********************* regarding the failure and offered a $500.00 Preauth to help with your labor cost. The $500.00 should be shown as a credit on *********** invoice.

Please be advised dealers / contactors are independently operated and owners and set their own labor and refrigerant prices. We as the manufacture have no control over a dealers pricing. We suggest calling several dealers in your area to receive multiple quotes in the future.

I have located the order placed by Carrier South Central on behalf of your dealer and show your replacement coil shipped from our factory warehouse 7/17 via *** Supply Chain tracking number ********** and shows it was delivered to the local supply house on 7/18 @ 11:16am and signed for by *************************. We would suggest reaching out to ********************* to make arrangements for ***********.

Thank you for taking the time to reach out to us regarding your experience.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 07/21/2023

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,

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

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