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

229 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

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Submit a Complaint

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: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.
Purchased new 4 ton Carrier home a/c in 2019 for $4,250.00. Defective exterior coil in 2020. Paid $800.00 labor. Defective interior coil 05/2023. Paid $755.00 labor + $216.00 in freon cost to ***** technician. Carrier is refunding me as a "one time goodwill gesture" 50% of the 2 labor costs. Up to 12 weeks to receive the reimbursement. Now, a 2nd defective exterior coil 06/20/2023. Carrier is requiring I pay 100% of labor and freon costs. Carrier claims no more goodwill gestures. I now have approximately 2/3 of the cost of my "Cadillac Carrier." Carrier customer complaint #********.
Business Response
Date: 06/21/2023
Dear *************************,

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

We have reviewed your prior customer service case ******** and would like to engage out district and territory service manager to review the second condenser failure. We have asked them to contact ***** Air Conditioning to gather evidence (leak test, pictures, ect) to try and determine to root cause of the failures.

Once they have reviewed the failure with your dealer, I have asked them to respond and follow up with me as well. As soon as I have any updates to provide, I will reach out to you via your email ****************************************************** this is not a good email, please follow up and let us know they best email to contact you with.

Sincerely,

*******************
Sr. **************** Specialist
**********************
Email: ******************************
Initial Complaint
Date:06/15/2023
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 had a new home built in 2019 and a carrier/****** a/c was installed. It is under warranty for 5 years and 2 years in a row a warranty tech that installed the unit has come out and now says the compressor is bad and even though it is under warranty they want 2200$ to fix. I cannot get any answers and why has a unit failed in 3 years and have had service checked twice. The unit is defective and that needs to be acknowledged by this company. Having service providers not honoring warranty work and or over charging for warranty work needs to be addressed.
Business Response
Date: 06/19/2023
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.

In order for us to properly review your case we will need:

-the model & serial numbers of your equipment
-installation date of the equipment
-name and phone number of installer
-name and phone number of current servicer
-current diagnosis
-maintenance and service documents

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

Regards,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 06/23/2023

Complaint: 20193684

I am rejecting this response because: I need to answer the questions they asked to investigate this situation.
The questions asked were:
Model & Serial Number:BA16NW06100G/**********
Installation Date:11/01/2019
Installer and Current Servicer:Sierra LLC Heating and Air Conditioning, *********, ** ************
Current Diagnosis:Compressor
Maintenance and service documents:Sierra has looked at the unit twice, 2022 & 2023. They have the service records. 2022 they put freon in, 2023 they said the compressor needs replaced. Unit was not run until 2022 as no one was in residence during the summer and was not run for heat at all. First time it was turned on for A/C was in 2022 and was only used for 1 month since it did not work properly. Turned on again in 2023 and now compressor is bad.

Sincerely,

***********************
Business Response
Date: 06/27/2023
Dear ***********************,

Thank you for providing the requested information. I have sent your customer relations case ******** out to our district service manager to review the failure with your installer.

Once we receive any updates pertaining to your case, I will reach out to you direct off case ********. If ******************** is not the correct email address to contact you through,please provide an updated email address.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 06/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will await their answer on their findings after speaking with the installer.

Sincerely,

***********************
Initial Complaint
Date:06/14/2023
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.
I purchased a new Carrier Infinity Heat pump 25VNA448A003 in February of 2023. The company I worked with, ************************ in ********** ***********, is an authorized Carrier dealer and suggested I go with this Carrier system because their representative was giving them an outstanding deal on these units to "move them". Knowing that Carrier is a very good brand just through name recognition alone I decided to move forward with the installation. Fast forward to today 6/14/2023 and the A/C in my house is actually worse off than it was. The reason being is that the zone controller, which is the only controller that will work with this system, has been on backorder since I purchased the system. I have essentially been without adequate heating or cooling in my upstairs since February. I feel that I was taken advantage of whether true or not by being offered an A/C system at a reduced price while the company was fully aware that a crucial component to the system was not available. To make matters worse there is no solid ETA as to when the component will become available as it continues to be pushed back with the newest release date showing August 31st of 2023. This is absolutely unacceptable and I would like some assistance from Carrier in getting my system operating correctly after spending a very large sum of money on their product.
Business Response
Date: 06/19/2023
Dear ***************************,

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

In order for us to properly review your case we will need:

-Model number for the Zone Controller
-Dealers Phone Number
-Date the order was placed with the local distributor for the Zone Control
-PO or Order number your dealer used

If you can please provide us with the information requested above, I would be happy to look into the order status for the missing zone controller.

Regards,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 06/28/2023

Complaint: 20184010

I am rejecting this response because:
I have reached out to the email given twice and not gotten a response. I am not sure if this is just an automated system or what. I will also answer the questions asked on this forum in case maybe this is monitored more than email for some strange reason:
Following up on your message, here are the answers to your questions:

-Model number for the Zone Controller - SYSTXCC4ZC01 & SYSTXZNSMS01
-Dealers Phone Number - **************************** **************
-Date the order was placed with the local distributor for the Zone Control 3/01/2023
-PO or Order number your dealer used 277336-1

I am currently without HVAC in the upper level of my **** sq ft house since the beginning of March after installing a brand new 4 ton Carrier system. Please help me with this as it has been an absolute nightmare scenario. We may have to purchase individual A/C units in the coming weeks if the temperature gets higher.

If you could please let me know if/when you get this email that would be much appreciated

Thank you for your prompt response

Sincerely,

***************************
Business Response
Date: 07/18/2023
Dear ***************************,
We have received your emails with the requested information. I apologize when a new email is sent to ****************************** it opens a new case and is worked in the order they are received. As we advised previously, please respond directly back to any of our prior emails and we will be notified of your response.
The equipment in question Zone Controllers SYSTXCC4ZC01 & SYSTXZNSMS01 are currently back ordered with our factory. I have reached out to the purchasing agent at the distribution center, and they advised your dealer booked them as a Priority 0 No Rush Stocking Order. This means there is no urgency flagged for order 277336-01. I have asked the purchasing agent if there are expedite options for the zone controllers in question and waiting to hear back.
As soon as I receive an update, I will follow up with you directly. In the meantime, we would suggest reaching out to your dealer **************************** and asking them to upgrade their order to an Emergency Priority 5 and ask to expedite the controllers.
Regards,
*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Initial Complaint
Date:06/13/2023
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.
Purchased Carrier commercial AC unit to replace older unit. Installed 8/12/21, in ********* (end of cooling season). Evaporator Coil failed after one season of use (possibly sooner, as I did not inspect it during the 2022 cooling season. First use in 2023 in June and the coils has completely frozen. Turns out that Carrier specifically put a 1 year warranty on this component, while it was represented to me that the *** unit comes with a 5 year warranty." My research indicates Carrier knew of issues with these coils. Accordingly, I believe the 5 year warranty (but if you check the website and look up your warranty - then you see that the coil is only covered for 1 year, is a fraudulent business practice, deceptive advertising and bait and switch. Additionally, putting these faulty coils in the market constitutes a breach of the implied warranty of fitness for purpose. I'm dismayed to have spent $10K on this new unit, to now expect $1000 repair after just 3 to 4 months of actual use.
Business Response
Date: 06/15/2023
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.

Your registration indicates this unit was installed in a Commercial Application. Per the warranty card, your warranty would fall under Non Residential- "Other Applications".

The warranty Carrier provided on Model: 24ABC636A0031011 Serial: 2521E02830 for Non Residential "Other Application" was a limited 1-year standard parts warranty from the date the equipment was installed. As well as a 5-year warranty on the Compressor, Filter Drier and Plug only. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of the warranty certificate for your records. I am sorry if your dealer did not review these warranty terms before your time of purchase.

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: 06/15/2023

Complaint: 20181069

I am rejecting this response because: it is an automated platitude based upon an inaccurate assessment of the Complaint. Carrier brands is knowingly selling faulty components and fraudulently inducing consumers to rely upon a false reputation for quality and reliability. A $10,000 air conditioner failed after just 4 months of use. It's a disingenuous insult to say "we're sorry your installer didn't go over the details of the warranty with you. I don't really care about the technical details of hiding behind "only a 1 year warranty on THAT part..." Fact is I paid a lot for what was represented as a top-of-the-market quality product, and they provided faulty junk. Other consumers need to be warned - not about the warranty, but about the junk they are putting out and claiming to be "Sorry it's not the result you were hoping for."
Sincerely,

***************************
Business Response
Date: 06/19/2023
Dear ***************************,

Your registration indicates this unit was installed in a Commercial Application. Per the warranty card, your warranty would fall under Non Residential- "Other Applications".

The warranty Carrier provided on Model:24ABC636A0031011 Serial: 2521E02830 for Non Residential "Other Application" was a limited 1-year standard parts warranty from the date the equipment was installed. As well as a 5-year warranty on the Compressor,Filter Drier and Plug only. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

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

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

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 06/22/2023

Complaint: 20181069
BEWARE OF CARRIER INFERIOR PRODCUTS AND REFUSAL TO ACKNOWLEDGE FAULTY PRODUCT. Purchased Carrier commercial AC unit to replace older unit. Installed 8/12/21, in ********* (end of cooling season). Evaporator Coil failed after one season of use (possibly sooner, as I did not inspect it during the 2022 cooling season. First use in 2023 in June and the coils has completely frozen. Turns out that Carrier specifically put a 1 year warranty on this component. Carrier advertising and marketing as a quality and dependable brand is deceptive advertising and fraud in the inducement. Additionally, putting these faulty coils in the market constitutes a breach of the implied warranty of fitness for purpose.
$10,000 CARRIER FAILED AFTER LESS THAN ONE YEAR OF SERVICE AND CARRIER STATES "SORRY, YOUR WARRANTY EXPIRED
Initial Complaint
Date:06/03/2023
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.
We purchased a new town home (new construction) in August of 2016. It came with a Carrier HVAC unit. When we took possession, we were told that if we registered our Carrier unit within 90 days, we would get a 10 year warranty. We did and I have the actual registration confirmation email and registration number. In April of this year, our unit failed. We called the same company that installed the unit (********************** and Air) to come repair it. I was out of town but they told my son that the warranty was not in place? Forced to get the unit repaired, he paid them a total of $1,077 to replace the blower motor. I knew this was not correct, so when I returned home, I began attempting to call Carrier on their toll-free service line. Took many days over several weeks to finally get through. When I did, they acknowledged that they had made an error on registering my unit for the warranty and did correct it going forward. However, they told me I had to go back to ******* for a refund. That did not sound right to me, as it was Carrier's issue. ******* told me I had to take it up with Carrier (and I agree) and I have been waiting for a response from them. It was escalated (Case #********) on May 24, 2023 and I am still waiting. All I want is what I am entitled to - I know I am liable for the labor of $115 but refund me for the parts as they would have been covered under the warranty IF YOU HAD NOT MADE AN ERROR.This was clearly their mistake and I need them to correct it. I am prepared to take them to small claims court - it's really the principle of the matter as well as getting a refund.
Business Response
Date: 06/05/2023
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: FB4CNP030L00AAAA Serial:2516A75282 was a limited 10-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor,refrigerant, maintenance, etc...

Carrier has a standard warranty policy that requires dealers to file a warranty claim with the local distributor as the failed part must be returned to the distributor to complete the claim and process the part credit. Dealers have 90 days from the repair date to file a warranty claim for the failed part.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; therefore, we will be providing a one-time good will concession to you in the amount of $962.00, the cost of the blower motor. Please be advised any future warranty claim must be submitted by a dealer to receive reimbursement.

Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address for auditing purposes. Shortly after receiving this email, our accounting department will be reaching out to you in a separate email 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 be advised an automatic response is not sent once validation as been received. The accounting team will follow up with you if they need any additional information.

Sincerely,

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

Customer Answer
Date: 06/15/2023

Complaint: 20138739

I am rejecting this response because:

While I appreciate the response provided by Carrier on June 5th, I am sorry to say that they have not followed through. I would be happy with the resolution being offered, but am starting to believe it won't be enacted. In ******************/Carrier's response, it was indicated that someone from Carrier would be reaching out to me to provide me with a CF# to begin the process. It has been 10 days and no such CF# has been issued (and I diligently check my spam). Furthermore, on June 8th, I did proactively email ************** and the other contact name/email in their initial response to ask for the **** as well as confirming my address (something stated as required in Carrier's response). To date, I have received no response from that email. A rational person could conclude that the offer was a mere gesture to stall me until the BBB case auto closes as accepted. Please prove me incorrect. Why is it so difficult to reply to an email or follow through on a commitment?

Sincerely,

**************
Business Response
Date: 06/21/2023
Dear **************,
I apologize for the delay in the ** # /validation email to be sent. Your case was transferred to the accounting department and the process the concession request in the order they have been received.
From my understanding the validation email has been sent and we have received your verification email. We appreciated your patience as they processed your request.
Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Initial Complaint
Date:06/01/2023
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.
Carrier residential air conditions have extremely high rate of failing capacitorshave known about the failures for years and intentionally has decided to not recall the product or provide free replacement to the customer. Id like ******************** to investigate the failure rate.
Business Response
Date: 06/05/2023
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.

There are many things beyond the control of a manufacturer that can cause a capacitor to fail, power surges, lightening strikes, build-up of dust and debris on the components, to name a few.

In order for ** to properly review your case we will need:

- the model & serial numbers of your equipment
- installation date of the equipment
- name and phone number of installer
- name and phone number of current servicer
- current diagnosis
- all maintenance and service documents

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

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:05/26/2023
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 had a GREE II PTAC system installed in my home on April 21, 2021. The unit comes with a 5-year warranty. This spring (2023), I discovered that the coolant was low and the unit would not heat or cool with the heat pump functionality. I called the original installers to inspect the unit and they confirmed the coolant was low and that I would need to contact Carrier for warranty support. I have sent the Carrier warranty support e-mail address **************************************************** 1 e-mail and the technical phone support *************) 3 phone calls with messages over the past 3 weeks and I have not heard anything back from them.
Business Response
Date: 05/30/2023
Dear ***************************,

I am sorry to hear of the problems you are experiencing with your GREE PTAC system. Carrier / ****** does not manufacture GREE equipment,they would be a competitor brand. The email address your provided **************************************************** is for Carrier Enterprise who is an independently operated and owner Distributor.

We would recommend reaching out to GREE directly or having your dealer reach out to their local distributor Carrier Enterprise. Per their website Greecomfort.com their customer care center can be contacted at ************.

Sincerely,

*******************
Consumer Liaison-Executive Offices
Carrier / ****** Corporation
Email: ******************************
Customer Answer
Date: 05/31/2023

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. The organization I contacted has a very similar name to the organization I am having issues with and they generously corrected me and provided me with contact details for the correct business.

Sincerely,

***************************
Initial Complaint
Date:05/22/2023
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.
The ** compressor broke and was deemed defective by the original installer just under 5years old. They wont honor the warranty because we are not the original home owners. This is unacceptable for a 13k piece of equipment that should last 20 years
Business Response
Date: 05/23/2023
Dear ***************************,

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

In order for us to properly review your case we will need:

- the model & serial numbers of your equipment
- name and phone number of current servicer
- current diagnosis & itemized repair quote
- maintenance and service documents

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

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Initial Complaint
Date:05/18/2023
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 the second home owner of a home containing a Carrier brand ****. The date of manufacture is May 2017. The original owner allegedly did not register the **** within 90 days, thus a 10 year warranty was not applied. Instead a 5 year warranty was issued ending 08/30/2022. Six months after the end of the 5 year warranty, on March 09, 2023, the compressor failed and was replaced at a cost of $2,829.68. Just over two months later the evaporator coils in the air handler failed and was replaced at a cost of $3,258.00. The **** system is designed by Carrier to last at least 10 years otherwise it would not make economic sense to offer a warranty for that period. When I inquired from Carrier as to the reason for the limitation to 5 years, I was informed that it was an incentive to purchasers to register the product so that Carrier can know the location of units when parts fail. I pointed out that Carrier would discover the same information with no difference temporally whether or not the unit was registered. Such, when a part fails, Carrier would be notified of the failed part and the location of the unit. No other benefit was expressed by Carrier as to the knowledge of the unit's owner prior to the report of the failed part. I asked Carrier if the product was designed to last for 10 years, what effect the individual owner played as compared from one person to the next. The response was circular, and I was told again about how Carrier needed to know the location so that they can track failed parts. They advised that there was nothing that they could do. I advised that no one buys an **** system with the expectation of replacing major components that have lasted less than half of the expected lifetime. There was no response other than their extreme comfortability loosing a customer. No concessions, no parts, no discount, and no sense.
Business Response
Date: 05/23/2023
Dear *******************************

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

In 2009, as an incentive to encourage our customers to register their equipment, we offer should you purchase equipment using Puron (R410a) refrigerant, have the equipment installed in an owner-occupied residential dwelling and register the eligible equipment within 90 days from the date the equipment was installed we would provide an additional five-year warranty enhancement. The warranty enhancement would be provided to only the original owner of the equipment and any subsequent owner(s) would receive the original five-year parts warranty coverage.

The warranty Carrier provides to any subsequent homeowners is 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... I have attached a copy of Carrier's Warranty Certificate for your record for Model FB4CNP048L00ABAA/ Serial: **********.

Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. 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
Email: ******************************
Initial Complaint
Date:05/18/2023
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 May 5, 2023, we began processing a warranty claim for a defective part for an air conditioner unit. It is undisputed the part is covered by the manufacturers warranty. The manufacturer here has been delaying in fulfilling the warranty claim while I have had to incur costs in live in a house that is overheating from the lack of air conditioning. I have a 9-month daughter who is getting hit due to the lack of air conditioning from the manufacturers product. It is causing mold to form in my house. It is having me incur substantial electrical and other expenses in the meantime. I need this resolved with the manufacturer. I have sent a number of emails, legal letters and called multiple times to figure out what options are available, which I have received little to no response from. I am extremely disappointed in how this company has conducted itself when it has had knowledge of the damages its inaction has caused me and my family.
Business Response
Date: 05/23/2023
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: 24ACC448A003/ FB4CNF048L00 Serial: 4218E12210 / ********** is a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, expediting shipping fees, maintenance, etc...

The coil needed for your repair was back ordered with the supplier. Our management team received your ******************** Case ******** regarding the delay with your part. We reached out to our service managers and obtain the in the internal order and was able to expedite a replacement coil on your behalf.

Our representative advised previously your replacement coil shipped from our factory on 5/18/2023. Your order was shipped via ******* Ground - Tracking number **********. Your dealer requested the order be shipped ground as freight is typically expensive to overnight a large coil, in which you as the homeowner would have been responsible for the expedited shipping cost.

Per ********* tracking your coil is out for delivery today. I would suggest reaching out to your dealer and providing the above tracking information, as they will need to contact Carrier Enterprise, Medley ** to make arrangements to pick up the part.

Sincerely,

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

Customer Answer
Date: 05/23/2023

Complaint: 20075769

Hi Brea,

It was a pleasure speaking with you earlier.

I am in receipt of Carriers response and this is the first time I have ever received a tracking number or substantive update on my warranty claim.

At this point, a substitute part is not going to be sufficient. Our air conditioning unit has been running constantly with the defective part since putting Carrier on notice almost 3 weeks ago. Given that this has been running without the part for so long, I am assuming that there are going to be other issues with my unit. As a result, and given that I have incurred costs/my family has sustained significant injuries, I would like the option to receive the replacement part and/or a credit to purchase a new unit from Carrier.

I forwarded you my written correspondence with Carrier and you will notice that I have had very little to no response from them in writing about this. It is unfortunate that I needed to resort to filing a complaint with the BBB and sending a legal notice for me to receive any sort of substantive written update here.

Please let me know what options are available.

Best,

**********;
Business Response
Date: 05/24/2023
Dear ***********************,

The warranty Carrier provided on Model: 24ACC448A003/ FB4CNF048L00 Serial: 4218E12210 / ********** is a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, expediting shipping fees, maintenance, etc...

We are sorry your replacement coil was back ordered with our supplier at the time your dealer placed the order. Once our customer relations department was made aware of the back ordered part on 5/17/2023 per your email, we reached out to the distributor your dealer placed their order with to obtain the internal order information. We immediately opened an expedite case and was able to ship your replacement coil the very next day 5/18/2023.

Our representative advised previously your replacement coil shipped from our factory on 5/18/2023. Your order was shipped via ******* Ground - Tracking number **********. Your warrantied coil was delivered to Carrier Enterprise in Medley ** yesterday 5/23 at 3pm and signed for by *****. Again, I would suggest reaching out to your dealer and providing the above tracking information, as they will need to contact Carrier Enterprise, Medley ** to make arrangements to pick up the part.

If your dealer has any further concerns regarding the failed coil, please have them reach out to the district service manager at Carrier Enterprise ******* to voice yours/their concerns, our service manager will provide any additional technical support and address whatever concerns they may have.

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: 05/30/2023

Complaint: 20075769

I am rejecting this response because Carrier has known for several weeks prior to sending over or confirming any delivery date the impact this was having on my home and family. I have corresponded with **** L. from BBB several times about this since receiving a response and responding here as a formality. Attached was my response to ****.

Sincerely,

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

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