Complaints

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

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  Carrier Corporation

  13995 Pasteur Blvd Palm Beach Gardens, FL 33418-7231

• 

  Carrier Corporation

  PO Box 4808 Syracuse, NY 13221-4808

• 

  Carrier Corporation

  2305 E Olive Ct Ste A Springfield, MO 65802-2252

• 

  Carrier Corporation

  Westerville, OH 43081-4914

• 

  Bryant Heating and Cooling Systems

  PO Box 70 Indianapolis, IN 46206

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:07/15/2023

  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.

  Carrier extended their warranty on defective heat exchangers and stated in the attached letter repairs would be at no cost. I have tried over 20 times to reach Carrier but have unsuccessful. I was charged $1,147.50 for the labor to replace the defective heat exchanger. This should have been covered under the "terms of repair or replace at no cost". I should not have to pay this fee for labor for their defective products.

  Business Response

  Date: 07/19/2023

  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: 58MXB100-F-1--20 Serial: ********** was a limited 5-year parts warranty from the date the equipment was installed. As well as a lifetime warranty on the primary and secondary heat exchanger parts from the date of installation. 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 were 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. 
  
  Per your invoice you selected option #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**.
  
  The "**" is explained just below the options in your letter and stats, "Carrier 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 Carrier's 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." 
  
  According to your invoice you were not charged for the Secondary Heat Exchanger or the Coupling Box but were charged for labor to complete the repair. 
  
  As outlined in the letter you received, its stats, your dealer will be credited for up to 4 hours worth of labor. Our warranty records indicate your dealer was provided the warranty parts at no cost as well as $325.00 in labor towards ***********. Carrier's paid labor rate is currently $125.00 an hour.  
  
  As a one-time good will concession, we will provide a reimbursement check in the amount of $175.00 for the remainder of the 4 hours labor credit. 
  
  Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address. **** business days after receiving this email, 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.
  
  Please note, automatic responses are not sent once our accounting department has received your validation. If you would like to CC ****************************** on your email back to ****************************************,I would be happy to acknowledge we received your response. 
  
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

• Initial Complaint

  Date:07/12/2023

  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.

  International Comfort Product Model # RGS120HEC0AAT. Evaporator coil is bad. Class action suit against them in s019 regarding these coils. Under warranty. Have been waiting since June 20, 2023 for a reply. When I call I get a run around. They tell me that I need to place order with supply house. Supply house will not take order from us as the part (evaporator coil Part # *******) is backorder by 18 months. If I do not have an order number, they cannot do anything for me. No one could look up the part number for. Had to have HVAC company get for me. I want the unit replaced. This is the third international comfort product that has died. Two during covid when they had no one answering the phone. We paid to replace these as our tenants were working even if they weren't. *****, the manager hung up on me. The supervisor above her, told me there is nothing they can do without an order number. I know I sound like a *****, but this has been weeks of phone calls, I inevitably get disconnected, computer-generated return calls never come and no one answers e-mails. We purchased four of the same unoits in one year. They are under five years old, two have been replaced, the third is in-op and I am sure the fourth will fail shortly.

  Business Response

  Date: 07/18/2023

  Dear ***********************,
  
  On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment. All replacement parts for homeowners are sold through our local dealers. Please note that our dealers are individually owned and operated companies, and we do not control their business practices. For liability purposes, many dealers will only sell a part if they install it for you. To receive direct sale of parts from our distribution center you must be an HVAC licensed technician.
  
  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 (This is required to ensure we are requesting the same part number your dealer has ordered from the distributor)
  3. Name and contact information for your service provider.
  4. Date the order was placed with the *** Distributor.
  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 have provided ALL required 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.
  
  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.
  
  If this is a repeat failure, we would suggest asking your service provider to reach out to the district service manager at the distribution center to investigate the root cause of the failures.
  
  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
  International Comfort Products
  Email: ******************************

• Initial Complaint

  Date:07/11/2023

  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.

  House purchased in May 2019. Coil has a major leak in only 4 years and part is on a 60 day back order. We live in ** and the high temps each day is between 100 and 108. We cannot live in a house that averages 82 during the night and 91 during the day in **. Alternative cooling methods are not working and we need an AC now not in 60 days. We would like a new condenser to replace this one as we are having a major defective issue during the 5 year warranty period. From reviews Carrier knows these coils are trash and should've been doing something about it instead of continuing to produce inferior products. We've already had to replace the capacitor in 2022. Serial number - ********** Model number - ****************

  Business Response

  Date: 07/12/2023

  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: CA16NA03700GABAA Serial: ********** was a limited 5-year 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. 
  
  If your dealer feels this was a defective part, we recommend having them reach out to the district service manager at Carrier Enterprise South ***** and raising their concerns. 
  
  We are sorry to hear your service provider was unable to source your replacement coil locally. If you can please reply back with 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.
  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 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.
  
  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. We would also recommend verifying your dealer requested an Emergency Priority 5 order with the local distributor. 
  
  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
  Email: ******************************
  
  

• Initial Complaint

  Date:07/10/2023

  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 purchased a furnace unit in November 2019, and an ** unit August 2020. Both units are produced by ******. The ** unit evaporator coil, by design (N Style), is flawed and had been leaking condensation/water onto the furnace's electrical panel. In the course of less than 3 years- the condensation completely fried the electrical panel rendering a $1500+ product (it was $3,500+ for the install of the furnace unit) completely useless. I hired an HV** company, a different ****** dealer to come out and diagnose the issues and they identified the evaporator coil as causing the issues. He attempted to contact ****** for warranty coverage and he was denied- being told it is "secondary damage" even though the damage was caused by a ****** product and was not due to negligence of maintenance. I am seeking resolution via a refund or reimbursement of the new replacement furnace and evaporator coil. I am not seeking refund of the labor expenses, only the new unit and parts.

  Business Response

  Date: 07/07/2023

  Hello my name is *********************. I am the owner of my company ****** Heating and Air Conditioning. I am not the manufacturer of ******************************** systems. I only have 1 employee and am located in ************** **. My number is ************ if you need and more info but I am not the manufacturer of the product. I am just a contractor and my last name is ******. I am sorry you have had problems with your product but I would recommend reaching out to ******.com the manufacturer or a factory authorized dealer

   

  Business Response

  Date: 07/18/2023

  Dear *******************************, 
  
  On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty ****** provided on Model: 915SB36060A14, 113ANA024BN0 and CNPVP2414ALA Serial: **********, 2920E09239 and 2820X69230 have 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 are sorry to learn your ****** dealer we denied a warranty at the distribution center. Warranty claims are denied by the manufacture and not by the distribution center. Unfortunately, I do not show any warranty claims being submitted under any of the above serial numbers. 
  
  I would like to ask out district service manager to investigate the matter. Before I can get them involved, we would need to confirm the Company name and Phone number for the most recent ****** dealer who was out to your home and denied warranty coverage. If you could please confirm the last date, they were out to your home and provide any corresponding invoices or diagnosis from the visit. 
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  ****** Corporation
  Email: ******************************
  
  

• Initial Complaint

  Date:07/09/2023

  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.

  Complaint- I installed Carrier Air Condition in ***** on July 25, 2021, and since then, it never worked. I called maintenance customer service provider ****** and placed work orders at least 3 times in the last 2 years. Each time the technician comes and reports that there is a ********* leak and that some modification to the installation is needed. Each time they asked us to contact the installer (**********- Zaied) to reinstall it, but they would not. Last time, in July 2023, the ****** supervisor, Mr. ****** told us that ****** would fix it and charge the company that installed it (**********). ****** promised to do that several times but never did it. The last excuse was that ****** wanted me to remove the window/balcony fence. Otherwise, they will not fix it. The ** was installed over the current window fence I did not make any changes after that. There is no way I can rebuild the window/balcony for Mirao to fix it. This is ridiculous. ****** has been dragging this issue for 2 years to pass the 2-year warranty. This is the worst customer service and warranty service I have seen. It is frustrating. ****** kept lying to us and wasting our time; each time they came, I had to wait a day or two for them to do the technician to come. The follow-up department never calls back or fulfills its promise. This is absolutely not acceptable.

  Business Response

  Date: 07/18/2023

  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.
  
  I have reached out to the Carrier contact in your area who would be in the best position to assist you with your BBB inquiry. I have provided they would original correspondence with BBB and asked they reach out to you directly to address your concerns. 
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************
  
  

• Initial Complaint

  Date:07/07/2023

  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 spent over $1000 on an upgraded thermostat and I have written Carrier multiple times they keep sending me surveys. My thermostat works sometimes on the app and other times it does not I called them they said should I call you back they call me back then they transfer me and say we will call you back then they call me back and then it says the same things. Theyll call me back they call me back no ones there Im sick of these nonresponses I spent over $1000 in again I cant get it resolved I just want my thermostat to work with the app. Is that so hard ??? I center my serial number, etc.

  Business Response

  Date: 07/12/2023

  Dear ***************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  I have reached out to our supervisor and asked she assign your case to one of our thermostat specialists to address your app connection issues. Our specialist should be reaching out to you over the next 1-2 business days. 
  
  Please be advised depending on the app connection our agents may need you to be at home with the thermostats to properly connect. 
  
  Thank you for taking the time to reach out to us regarding your experience. Please feel free to reach back out to us at ************** and reference case ******** if you have any additional concerns. 
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************
  
  

  Customer Answer

  Date: 07/12/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/29/2023

  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.

  I purchased a brand new home in Oct. 2019, with in the first 8 months my a/c unit had issues. The builders a/c company Bayonet had tried to fix the issue (**********). It worked for a while until the hot season started again. We have had the unit maintained with a service agreement. Last year I had 2 coils go bad. The service company reached out to the local office in hopes of a replacement for the unit that seems to be a LEMON. They also had me follow up with Carrier and I was dealt with rudely with the manufacturer pointing fingers back to the service provider to eat the cost. Since the coils failed, I now have a motor that failed. With a unit that is less than 3 years old and large parts failing costing financial hardship on me as well as stress and inconvenience to find a cool place to stay while it was down, I would like Carrier Corporation to replace my faulty unit.

  Business Response

  Date: 07/03/2023

  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: 25HBC542A003 / FB4CNP048L00 Serial: 2819E11551 / ********** is a limited 5-year parts warranty from the date the equipment was installed or closing date for new construction. 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. 
  
  I am very sorry for the problems you are having presently; however, our warranty system indicates the only prior claims submitted during the warranty period were for a Capacitor and Run Cap. Therefore, we can only conclude that there were no major repairs to your equipment during the warranty period. 
  
  Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets 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. 
  
  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: 07/12/2023

   
  Complaint: 20256246
  
  I am rejecting this response because: 

  I do have a service agreement for maintaining my unit with ***********************.  You do not see any of the major components as a warranty claim because the condenser coil has had to be reordered several times due to a damaged coil being delivered.  I am still waiting for that to be completed.  I have also lost my blower fan motor and that should be installed this week.  I have tried to speak with you company last year when the coils were found to be faulty.  I was referred by Carrier to work with my A/C maintenance company.  They reached out to Carrier as well letting your company know that my unit has had issues from 8 months of owning my home.  They were asking for a new unit for me as well since this unit was deemed "a lemon"

  The manager at Bayonet said he is happy to provide proof that I have had a maintenance agreement since year 1.  He is also able to confirm all the parts that have failed in this unit.  His email is ******************************************************

  I am still requesting a new unit as a replacement for my current unit that you can confirm with Bayonet that I have had issues and major component failures with. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/18/2023

  Dear *************************,
  
  I have reached out to our district service manager and asked that they reach out to your installer/ current service provider *********************** to review your prior and current failures and determine the root cause of the failures.
  
  Once our service manager has been in contact with your service provider, I have asked that they follow up with me with the root cause and an action plan on how *********************** will address the repair.
  
  I will follow up with you via Email: *****************
  once I have been provided an update. If this is not the correct email address, please respond to the BBB case with you current email address.
  
  Thank you for your patience's as out service manager addresses your equipment concerns. Your customer relations case number is ********.
  
  Sincerely.
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

• Initial Complaint

  Date:06/29/2023

  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.

  Carrier is unable to provide replacement parts for a unit 15 months old. This is keeping my business closed and in jeopardy. Their customer service sent me to a parts place in ************* and the guy said "I don't know why Carrier is giving this number out". Carrier built a multi-million dollar building in my backyard, yet no one answers the phone and they cannot service their customers.

  Business Response

  Date: 07/03/2023

  Dear ***************************,
  
  On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment.
  
  I was able to locate your customer relations case ******** that was created when you first contacted out company on 6/29/2023. At the time of your call you advised your service provider was unable to locate a common part.
  
  According to our records our senior representatives asked you to supply the following inforation in order for us to investigate further. At this time we have not recived a response.
  
  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/dealer.
  4. Date the order was placed.
  5. The distributor name and location where the order was placed by your service provider.
  6. The service providers PO to the distributor.
  7. Did your service provider request an order expedite? If so, please provide the Expedite number. (Example: E-123456)
  
  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 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.
  
  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.
  
  Once we have received ALL of the above information, we would be happy to investigate.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  International Comfort Products 

• Initial Complaint

  Date:06/22/2023

  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.

  On October 2020, I had a new HVAC system installed installed in my condo. It was working as expected until Monday, June 19, 2023 when I noticed that my condo was incredibliy hot and the unit wasn't blowing cold air. I ended up hiring a technician to come take a look, and after hours of investigation, he had discovered that the compressor was totally shot and there was black liquid spewing from it. He called it the "Black Death" in the world of HVAC. I had asked him what could have caused this issue, and if it could be related to the installation. He assured me that the chances of it being an installation were slim to none since there had been no issues till 2.5 years later. He chalked it up to bad luck and receiving a faulty unit from Carrier.He proceeded the tell me that the fix is expensive and would cost around ***** since the compressor was completely shot. I was baffled by this since most HVAC units are suppose to last around ***** years. I expected way better quality from a Carrier unit and am at my **** end that something like this could have happened 2.5 years into a new system. Carrier has stated that the compressor is covered until manufactor warranty but labor is not. My gripe with this is that the cause of this issue in the first place is a unit issue, NOT a labor issue. I have never heard of a brand new HVAC unit crapping out after 2.5 years. On top of that, Carrier has the audacity to say that their compresssors are on back order (which is not very common), and that they don't know when it'll be available. I am 8 months pregnant and cooking in this summer heat. I would like Carrier to assist in the repair/replacement of this unit.Serial Number: *************** i Model Number: ************ Images of unit and issue attached.

  Business Response

  Date: 06/26/2023

  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: 24ACC424A0030011 Serial: 3920E01665 is 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...
  
  There are many things beyond the control of a manufacturer that can cause a compressor to fail,voltage surges, incorrect refrigerant charge, dirty filter or coils, to name a few. If your dealer believes this was a defective unit, we suggest having your dealer reach out to the local distributor and speak with our district service manager for assistance finding the root cause of the failure.
  
  Our dealers set their own pricing for the installation of our products. We suggest contacting multiple dealers in your area for competitive quotes/estimates. In the event that you are not familiar with dealers in the area, I have listed several below for your convenience:
  
  Air Pro Heating &Air Conditioning Inc
  ************
  
  B & B Air Conditioning & ******************* Inc
  ************
  
  *************- *******
  ************
  
  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
  Email:******************************

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20224573
  
  Is there anyway I can have the compressor and required parts directly shipped to me?
  
  Sincerely,
  
  Beini *******

  Business Response

  Date: 06/27/2023

  Dear Beini *******,
  
  We unfortunately, do not sell parts directly from the factory. For liability purposes,many dealers will only sell a part if they install it for you. To receive direct sale of parts from our distribution center you must be an HVAC licensed technician.
  
  In order to obtain a warrantied part, a licensed HVAC technician who has a working relationship with the local Carrier distributor must purchase the part, complete the installation and return the failed part back to the distributor in order to receive credit for the part.
  
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20224573
  

  I have found a licensed technician. However, they have informed me that there is a long back order for the compressor. How long will this take? This is the dead of summer and Im not understand what you expect me to do. The order number is Your order number is 9775976-00.
  
  Sincerely,
  
  Beini *******

  Business Response

  Date: 07/18/2023

  Dear Beini *******, 

  We received your response to our part availability request yesterday 7/17/2023. It appears not all the information requested was provided. If you could please provide the following information we would be happy to investigate the part availability issue further. 

  1. Compressor part number your dealer ordered with the local distributor. 

  2 The name and location of the Carrier Distributor your dealer Agcayazi, LLC placed their order with. 

  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 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.
  
  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 be advised based off the model 24ACC424A0030011 the compressor called out for this unit is part number ZP20K6E-PFV-830. This compressor is currently showing in stock at our factory warehouse. We would suggest reaching out to your dealer and ensuring they placed an emergency Priority 5 order with the local distributor as these compressors are available to ship.

  Thank you, 

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

   

   

   

   

   

   

   

• Initial Complaint

  Date:06/20/2023

  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.

  My air conditioner mother board stopped working on May 31, 2023. A certified service technician contacted carrier who took over a week to determine that the unit was under warranty (less than a year 1/4 old), however, the part was not being made any more and would need to be custom made and would take until october. I have a 5 month old child, this did not work for me. The warrant leaves me responsible for labor which would have been $915. Carrier then offered to replace the unit, however, because of the company's inability to keep parts in stock, I was forced to pay an additional $1570 in labor. I had requested Carrier pay that amount to their certified repair service however they refused. I was also forced to continue to use this repair service because if I didn't, the process would have started over. Carrier's inability to keep product in stock should not have resulted in a larger bill for me. I also think it is crazy that an air conditioner was in operable after **** years. I really would like them to cover the whole labor bill, but will settle for the difference of $1570

  Business Response

  Date: 06/21/2023

  
  Dear ***************************,
  
  We have confirmed with the district service manager as a one-time good will concession we will be offering a unit replacement due to the extended lead time on your replacement part. Please note that our offer is to provide the unit only, any costs associated with labor and/or materials for the removal of the old unit and installation of the new unit would be your responsibility. The new unit will retain the limited parts warranty coverage of the original unit.
  
  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 unit replacement will be extended to you.
  
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20213574
  
  I am rejecting this response because: your business did not have the part available to replace the issue under warranty, thus costing me more money. Your actions cost me money and I should not, and will not be responsible for this. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/26/2023

  Dear ***************************,
  
  The warranty Carrier provided on Model: 38MARBQ18AA3 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...
  
  Per the warranty certificate provided with your equipment its stats, If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product.
  
  At this time the company has gone above and beyond the limited parts warranty and has offered a replacement unit instead of the offering the factory selling cost for the control board assy which would have been $192.46.
  
  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
  Email:******************************

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20213574
  
  I am rejecting this response because it is one thing for the part to fail and have to pay for that service. That is what I agreed to. The EXTRA $1570 I had to spend because you did not have the part less than a year and half after installation is not only unfair, but questionable business practices. I have seen this problem multiple times on your BBB page which lets me know your manufacturing process may be flawed. I am asking the BBB to further evaluate this and consider reducing your rating even further than it currently stands. 
  
  Sincerely,
  
  ***************************