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.
76 complaints closed in the last 12 months.

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

Initial Complaint
Date:03/19/2023
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 replaced my Heat Exchanger, which the Coil failed, this Winter. Carrier had approved extension of the Parts Warranty to 10 years from purchase. They would not pay anything. They state the warranty is just for parts, not unit replacement. If the part failed (coil) as my repairer indicted, why won't they pay for the part and let us absorb the upgrade costs. They refuse to get back to me despite at the very least, 7 attempts at contact through their website customer service, I have tried to get them to respond to pay for the failed part even though we replaced the entire heat exchanger based upon efficiency and repairer recommendation for future use and volunteered to pay any upgrades. The case # is 04716434/ref_00D15E170_5004RIvGu8T.ref. This has now been several months of inaction by Carrier and no response even if they say No Coverage.
Business Response
Date: 03/27/2023
Dear *****************************,

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

The "board" is comprised of several managers. We do our best to schedule reviews within 2 weeks of receiving a complaint. In an attempt to thoroughly review cases, we sometimes do not provide timely responses. I again apologize for the amount of time you awaited our response.

The warranty Carrier provided on Model: FX4DNF043T00 Serial: ********** was a limited five-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

In December 2022 you contacted our department asking if we would override your warranty from the five years to ten as your installer/builder did not notify you of the warranty registration process. December 16th, 2022 our department approved the request to extend your warranty due to the circumstances to the ten-year warranty good until 2/11/2023.

Carriers manufacture warranty covers parts only. The replacement evaporator coil was/is in stock at the factory. Unfortunately, you decided to replace the entire air handler instead of just the coil, at the time the coil part would have been covered under warranty as we provided the extended warranty to you.

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,

*******************
Sr. **************** Specialist
**********************
Customer Answer
Date: 03/28/2023

Complaint: 19620810

I am rejecting this response because: Carrier has extended the Warranty and I proved that in replacing the entire unit, one covered part (the coil) was covered and they admitted coverage for the failed part. I am looking to recover for the failed part only and will accept any upgrade costs I made and would like Carrier to honor their contract to cover the failed part only.
ADDITIONALLY, I was unaware at the time (April 2021) other parts that failed would be covered by the Extended Warranty which has been granted by Carrier. I had to replace the Capacitor and ******************** I have attached the work order and would like Carrier to pay for those failed parts.

Sincerely,

*****************************
Business Response
Date: 04/03/2023
Dear *****************************,

I have reviewed the warranty certificate, per your specific model is states: "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. "

If you can provide a paid invoice for the new Carrier Fan Coil that was purchased, we can provide a one-time good will concession for the factory selling price of the replacement coil in the amount of $586.57.

Please email a copy of your paid invoice to ************************************** and I will be happy to submit for reimbursement.

In regards to the prior warranty work you stat was performed, the records did not transfer over with the BBB case. However, warranty claims are required to be submitted directly by the dealer who completed the repair. Please ask the dealer who completed the repair to file a warranty claim with the local distributor. You can provide case number ******** which will allow the distributor to confirm the warranty enhancement was granted.

Sincerely,

*******************
Sr. **************** Specialist
**********************
Customer Answer
Date: 04/05/2023

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:03/10/2023
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.
My Carrier HVAC System was installed on 05/16/2018 and contained a Top Tech Tech Pure Germicidal UV Lamp #***** which has a 5 year warranty.The Lamp burned out within the warranty period and the Carrier's Technician unplugged it and told me to get a replacement lamp from Top Tech and simply plug it back in.All of this week I have been trying to contact Top Tech (which appears to be a subsidiary of Carrier) to no avail. I have called and written to Carrier and no one has been able to help me beyond giving me another phone number for Carrier that results in a full mailbox and/or another number that cannot help me.
Business Response
Date: 03/13/2023
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 UV Lamp you are referring too made by TopTech is actually a competitor's brand that your local distributor Carrier Enterprise ******* offers to their dealers. Carrier would not be responsible for the warranty on a competitor's product. As previously provided by our customer service team, TopTech can be contacted @************. If they are unable to assist your, your installer/dealer would need to escalate this matter internal at the distributor Carrier Enterprise.

Sincerely,

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

Customer Answer
Date: 03/14/2023

Complaint: 19580531

I am rejecting this response because: The warranty I have in writing indicates that Carrier warranties their HVAC System that was installed for a "10 year full guarantee of parts". It does not say the warranty ONLY covers certain parts. The Carrier Dealer's Technician removed the burned out lamp and gave it to me and said you should "get a new lamp under the warranty and simply plug it in" because he did not have a new lamp on his truck.
The Carrier response is an attempt to point a finger at another company, Top Tech, which I did not deal with and which I cannot reach by phone. It is shameful considering I purchased the Carrier HVAC System for over $8000. and they are giving me the run around for a part that goes for $50. on Amazon.

Sincerely,

***********************
Business Response
Date: 03/22/2023
Dear ***********************,

The manufacture warranty Carrier provides is for part on Carrier manufactured equipment only. We do not cover warranty on a parts manufactured by another company.

As we previously stated, the ** Lamp you are referring too was made by Top Tech is actually a competitor's brand that your local distributor Carrier Enterprise ******* offers to their dealers. Carrier would not be responsible for the warranty on a competitor's product. As previously provided by our customer service team, Top Tech can be contacted @ ************.
If they are unable to assist your, your installer or dealer would need to escalate this matter internal at the distributor Carrier Enterprise or Top Tech directly.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 03/27/2023

Complaint: 19580531

I am rejecting this response because: When I called the number Carrier indicates in their response, *************, which identifies itself as Carrier Enterprises, I get another number to call, *************, which results in a person saying the TopTech UV Lamp #***** is not covered by the warranty which is what they were told to tell customers AND when I try to leave a callback message with the number Carrier indicated in their response, *************, I get a message that I cannot leave a callback number. So I must conclude that THIS IS A SCAM PERPETRATED BY CARRIER CORPORATION TO AVOID REPLACING PARTS OF THEIR HVAC SYSTEM THAT DO NOT WORK BUT ARE UNDER THEIR WARRANTY.

Sincerely,

***********************
Initial Complaint
Date:03/08/2023
Type:Sales and Advertising 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.
Carrier World Headquarters, maker of air conditioners and other home products. I purchased a ***************** but mysteriously there is no address for ****** online or on any of the manuals that came with the *** ****** is owned by Carrier since **** and both companies are owned by a conglomerate, United Technology Corporation (UTC) since **** I owned two different Rheem air conditioners at my same address since ****. I had very few problems with the Rheems but they were low 13 SEER and at recommendation of my AC company, which is a licensd and certified ****** dealer in my area, purchased a ***************** split system which was installed on 12-31-2014. I did not buy the cheapest since needed to upgrade to 16 SEER to take advantage of ************* and Light (FPL) rebates in amount of $685. I paid $3682 for the compressor and air handler in the Preferred Series model 126BNA.I made sure to have 6 month maintenance which I paid $150 annually for past 8 years costing me $1200. I also had a 5-2-1 Compressor Saver/Booster installed 06-17-15 and replaced it 05-07-19 costing me total of $300. I have replaced capacitors 3x costing another $250 in installation with the part covered under a 10 year warranty. Now I had to replace the aluminum evaporator coil on 02-22-23 costing me $975 in labor (two technicians), R410-A refrigerant, thermostatic expansion valve (TXV), etc. The parts are covered under the warranty but not installation, shipping parts or warranty related paperwork charged to me. I have had many AC units in the 44 years I lived in South ******* and never replaced a capacitor or coil until this ****** unit.It is possible there are defective parts on it.I called ****** Customer Relations *********** on 03-01-23 case #******* and spoke with *****, ************** Representative. I explained my situation and my history owning AC and never the problems having with this ******. She restated warranty and are not responsible for other costs. I want consideration for my cost.
Business Response
Date: 03/13/2023
Dear *****************************,

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

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

The warranty ****** provided on Model: FV4CNF005L00ABAA / 126BNA042000BAAA Serial: ********** / 2714E18498 was a limited 10-year parts warranty from the date the equipment was installed for the original homeowner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

I am very sorry for the problems you are having presently; however, our warranty system indicates no claims were submitted during the warranty period. Therefore, we can only conclude that there have been no issues with your equipment during the warranty period leading up to the evaporator coil leak.

Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets to support your claims 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: 03/17/2023

Complaint: 19543379

I am rejecting this response because: I certainly had the aluminum evaporator coil replaced on 02-22-23 at a cost to me of $975.00 for labor, total refrigerant R410-A replacement since it all leaked out, TXV, and other charges for shipping part and warranty paperwork. ************** located @ ***************************************************************************** and phone #************ which is an authorized ****** Dealer and licensed in ******* for **. I purchased this ** from them and they installed it on 12-31-2014. I had them complete maintenance every 6 months to try to get longevity out of this **. I have receipts for the maintenance and evaporator coil replacement that was under warranty. They told me they have to return the old evaporator coil to ****** so there is no charge to me for this part under warranty. I am not sure what you are referring to that "our warranty system indicates no claims were submitted during the warranty period." When I spoke to *****, ****** ************** Representative, on 03-01-23 and she gave me case #******* she verified that she received the warranty claim for the evaporator coil. She would only say that I did not pay for the part covered under 10 year warranty, however labor charges etc. are not covered. I explained to her my ** should not need an evaporator coil replacement after only 8 years. Went on to explain to her I did everything possible to keep my ** in good condition with regular 6 month maintenance, changing filter regularly, have no pets with animal hair being sucked into system, keep house clean of dust, and keep temperature at 79 degrees in summer and open windows as much as possible in winter and shut ** off. I do not overuse the ** and it should not have expensive break downs.

Sincerely,

*****************************
Business Response
Date: 03/22/2023
Dear *****************************,

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

The warranty ****** provided on Model: FV4CNF005L00ABAA / 126BNA042000BAAA Serial: ********** / 2714E18498 was a limited 10-year parts warranty from the date the equipment was installed for the orginal homeowner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

Our warranty system indicates no claims were submitted during the warranty period prior to the Evaporator claim submitted by your dealer on 2/22/2023. Therefore, we can only conclude that there had been no prior issues with your equipment during the warranty period leading up to the evaporator coil leak.

Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets/ invoices to support your claims of issues during the warranty period, we have no other alternative but to decline as our decision has remained unchanged, 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: 03/23/2023

Complaint: 19543379

I am rejecting this response because: I have attached the two invoices on the evaporator replacement. The 02-20-23 invoice is the diagnosis that evaporator coil has a leak. The 2nd invoice is the actual replacement/cost of $975 on 02-22-23 once ************** received the replacement evaporator coil from ****** under the 10 year warranty. i contacted ************** today and spoke to ******* who looked up warranty paperwork. He said it is claim #CRR2FZ15S and was submitted to ****** on 02-22-23 and ************** received reimbursement payment of $2174.49 on 02-24-23 for the evaporator coil. My cost of $975 was for labor etc. My point is that I should not have to spend all of this money on an 8 year old AC unit when I have done everything possible on my end with 6- month maintenance for last 8 years costing me 8 x $150 per year = $1200. I never did this regular maintenace on any prior AC units I owned (last two were Rheems) and they did not have any evaporator coil replacement or any major issues!
I do not understand the vague wording now from Carrier they have "no claims were submitted prior to the Evaporator claim submitted by your dealer on 02/22/2023". This is slightly different wording now being used from the Carrier response I received from BBB on 03-13-23 that "no claims were submitted during the warranty period". I guess Carrier does have the actual evaporator coil warranty claim but nothing prior to it to indicate any problem. Why would there be a problem needed prior to the 02-20-23 diagnosis of a large leak in the evaporator coil and all of refrigerant leaked out? Once the leak forms and all of refrigerant leaked out per technician diagnosis and is reason why AC compressor is not coming on to cool home. I had no prior diagnosis of a leak until 02-20-23 when it stopped working. The technicians who came out every 6 months for the maintenance do check many things including the R410A refrigerant level. The last maintenance was on 11-18-22 by ************** (a Factory Authorized ****** Dealer) and everything was fine. I will attach that invoice as well.
I thought ****** was a reliable AC product per my installer- ************** and reason I switched from Rheem to ****** per their recommendation. I guess they were wrong.

Sincerely,

*****************************
Customer Answer
Date: 03/29/2023
See attached
Business Response
Date: 03/31/2023
Dear *****************************,

We have reviewed the documents provided and see the invoices from **************. Your prior responses have stated there were several capacitor repairs made to your system. We were not provided documentations of those repairs, nor were any warranty claims filed for those prior repairs. Nor were any annual maintenance records provided. Per our warranty, it stats " Installation, use, care, and maintenance must be normal and in accordance with instructions contained in the Installation Instructions, Owners Manual and **************** information. "

I have attached a copy of the Owner's Manual, in which it gives the outline of Dealer Maintenance as well as routine maintenance that you as the homeowner perform.

As we previously stated, the warranty ****** provided on Model: FV4CNF005L00ABAA / 126BNA042000BAAA Serial: ********** / 2714E18498 was a limited 10-year parts warranty from the date the equipment was installed for the original homeowner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

Our warranty system indicates no claims were submitted during the warranty period prior to the Evaporator claim submitted by your dealer on 2/22/2023. Therefore, we can only conclude that there had been no prior issues with your equipment during the warranty period leading up to the evaporator coil leak.

Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets/ invoices to support your claims of issues during the warranty period, we have no other alternative but to decline as our decision has remained unchanged, 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: 04/02/2023

Complaint: 19543379

I am rejecting this response because: I have all of the ************** maintenance invoices copied or scanned from my records. Unfortunately, the BBB web only accepts 5 attachments. There are **************************************************************************************************************************** drain line (safe-T switch popped up) to send so I will forward by a separate email to a BBB rep I have corresponded with in past on this case to forward to Carrier. I did have two capacitors officially replaced as invoices will show on 11-09-17 and again 05-07-19. The 1st capacitor was a replacement of the factory installed one that came with compressor installed 12-31-14 and lasted just short of 3 years. The 2nd one installed by ************** on 11-09-17 lasted only 1.5 years. I did contact ************** on why there was no warranty paperwork completed on capacitors and they stated for the cost of the replacement part it was too much time and not cost effective to try to get reimbursement by completing warranty request, unlike the evaporator coil which was a much more costly item to not go through warranty request for reimbursement.

Sincerely,

*****************************
Business Response
Date: 04/05/2023
Dear *****************************,

Thank you for providing your annual maintenance records and invoice for your replacement coil.

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 $975.00.

Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address. Shortly 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.

Sincerely,

*******************
Consumer Liaison-Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer Answer
Date: 04/08/2023

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. I have received an e-mail correspondence from the Carrier Consumer Relations Team and replied back today on 04-08-23 with the information they requested from me for them to process the payment of $975.00 to me.

Sincerely,

*****************************
Initial Complaint
Date:03/07/2023
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.
In June 10 of 2022 I had a new heat pump installed, 4-ton ********************** Performance 16 model 25HPB6 which was Energy Star compliant and rated as "Quiet" operation. I paid total of $10,500.00 for the unit and labor. Heat pump was working fine with cooling, but when heating season started in October/November, the unit was making noise and vibration that was loud and felt through the house, it would stay running and reverting to auxiliary heating. I called my installer to come out for troubleshooting. Technician came out multiple times in November, December, and January. He determined that the unit indeed was not functioning properly and said they would determine the next steps to address the issue. I received a call from installer on 01/20/2023 saying that they will be replacing the unit instead of repairing it on 01/23/2023. When they came to replace it, they brought a different model ********************** Performance 15 25SPA5, which he said was an upgraded model.After the installation I wanted to register the new unit, I looked up specifications and found out that it was not Energy Star compliant and rated "Standard" noisier operation. I also called ********************** and verified that new model 4-ton unit is not Energy Star compliant. It was definitely not an upgrade, but a downgrade. I contacted my installer regarding this issue multiple times trying to find out why the replacement unit was of lesser specifications and value. I had a conference call with my installer and ********************** rep. ********************** rep informed me that due to new regulations my original model is not available and new model was a direct replacement. ********************** refused to address the issue in any way.However, as a consumer I feel that I should have received a replacement unit of the same value and specifications. I have paid a premium price for Energy Star compliance and "Quiet" operation. Energy Star compliance meant lower electricity usage with lower monthly electrical bills and Federal tax credit. Low noise level is also important.
Business Response
Date: 03/13/2023
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 our district service managers and have asked them to speak with your installer ************ Services (Ph# ************) to discuss the prior issues with the original unit.As well as investigate the equivalency and differences between the original model 25HPB648A0030060 as well as the replacement model 25SPA548A0030101.

As soon as I receive an update from our service managers, I will reach out to you directly with the update.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 03/17/2023

Complaint: 19553397
Dear *******************,
I am rejecting this response because there was no movement on the issue since your response on March 13. I have not received any calls from you or ************. We are still at the status quo and no progress has been made.
At this time I am still waiting for an actual resolution.

Sincerely,

******************
Business Response
Date: 04/03/2023
Dear ******************,

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

Our district service manager has advised they reached out to your dealer ************ Services regarding your replacement units AHRI qualifications. They have also provided your dealer the comparison from the original SEER qualifications to the new SEER2 qualifications.

Please note they have advised based on the rating between SEER and SEER 2 your replacement unit is equivalent. If your dealer has not already reviewed these finding with you, I would suggest reaching out to them as they should be able to review the documents with you.

Sincerely,

*******************;
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 04/04/2023

Complaint: 19553397
Dear *******************,

I am rejecting this response because my complaint is not about SEER vs SEER2 rating. My complaint is that the new 25SPA unit is not Energy Star certified as the original 25HPB. You can clearly see in the attached images that original unit has Energy Star logo on the label. I agree that SEER rating is matched, however without Energy Star rating new unit is more likely to consume more electricity while heating and cooling. Over the years (10 year Carrier warranty, for example) new unit may cost me thousands of dollars more in electricity to operate. Therefore, I disagree that both units are equivalent in performance and value. All I want is an Energy Star compliant heat pump as I originally bought.
As I mentioned in my original complaint, I have discussed the issue with my installer ************ and Carrier representative Mr. ********************** Even then SEER2 vs SEER rating has come up, but again it's not the same as Energy Star compliance and energy efficiency.
I am attaching few links regarding Energy Start certification and savings that support my claim.
*******************************************************************************************************************************************************
**************************************************************************************************************************************************************************************************************************
Also, new unit is much noisier. Original 25HPB was rated at 67db, while 25SPA is rated 70db. 3db means it's more than 23% louder. My heat pump is located outside my bedroom window, so this change also made a huge difference in my rest quality.

Sincerely,

Giedrius Vaitiekus
Business Response
Date: 04/19/2023
Dear ******************,

I have reached out to our district and territory service manager and have asked them to contact your dealer to discuss your voiced concerns. I have asked they reach back out to me with any and all updates. Please note your dealer or Carrier Representative my reach out to you via phone or email to discuss your concerns further.

Once the service managers respond back to me with an update,I will pass that along to you immediately.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Initial Complaint
Date:02/26/2023
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 ** and furnace unit in November 2019. Last year, prior to the start of the summer season, the ** was not working properly and I had to get repaired. Upon finding the issue, the installer informed me the part would be covered under the warranty for my unit. I understand the labor is not included, but only after 2 1/2 years of operation, the part failed and should be covered under the warranty. My problem came when I reached out to Carrier via their website on the warranty section regarding my situation. I did not receive any call back or email response for my request. I further tried to call and did not get any result. In August last year, I sent in a letter via **** to the address listed in my manual for warranty information. 6 months later, here I am today with no response from this company and out the money I paid for the part that should have been covered in the warranty.After reading other reviews on here, it seems warranty problems and communications with the company are common. However, my issue is well within the warranty period for my unit and I have all the documentation to provide them of my purchase and service performed along with purchase documents of the unit and warranty. I have mentioned all this to them and still cannot get a response after several attempts in different forms. The website to ask about warranties isn't useful when you never get responses back. The part that went bad was a contactor in the ** unit and cost me $301. It may not seem like a lot, but for a single mother of two during this pandemic life, it is quite a bit when we are struggling and still working to pay off the initial purchase of the unit, among other things. I waited a while to file this complaint because I don't like to do this. But no responses from the company via my various methods, time has passed in fair enough time, it is time to do this to hopefully get a resolution on my warranty situation.
Business Response
Date: 03/01/2023
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: 24ACC624A0030010 Serial: 2119E31999 was a limited 10-years 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. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

Warranty claims are filed by your dealer/HVAC Technician and is submitted to the local distributor for processing. Homeowners are not able to file warranty claims on their own as the replacement part is required to be returned back to the factory for quality testing.

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 need a copy of a paid Itemized invoice showing the breakdown of expenses including the part cost, labor time/cost, service call fee, materials, ect. Once we have received the itemized invoice, as a one-time good will concession I will submit for reimbursement for the cost of the part only. Please be aware for any future warranty work, your HVAC technician will need to have a working relationship with Carrier's distributor and file the warranty claims on your behalf.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Initial Complaint
Date:02/07/2023
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 April 6, 2015 *********************** and myself purchased a ****** Air Conditioning unit. The model number purchased was FX4DNF049. The unit was installed by ************** conditioning who has since been barred from the Air Conditioning business in *******. We paid a total of $4575 when the job was completed and we have a paid receipt. Included with our purchase was the OWNER'S INFORMATION MANUAL. Inside this manual it lists the warranty for the original purchaser (*********************** and myself) as 10 years for parts and 10 years for the compressor. When our blower motor ($1095 for the motor and then install charges)went out I contacted Carrier and gave them the information they asked for. They asked for written proof that I was given a 10 year warranty. I sent them an email with their instruction booklet and the next day they replied back that the company would not extend the warranty. I didn't want an extension but what I saw in print.Apparently the written proof I supplied was not good enough even though it was right out of their own instruction booklet! When asked why I did not qualify for the 10 year warranty I was never given the rationale for this answer. How can a company reap the benefits of advertising their warranty (in plain print in their instruction manual) yet ***** their obligations of backing their own warranty they advertise.Maybe the company does not advertise the warranty on TV or radio but the Bruno *********** told us about it and it definitely influenced our decision. Carrier made a big deal to me on the phone about the product never being reghistered. If Carrier knows the date they manufactured the unit, the date it was shipped to the warehouse, and they also know when the unit was sold and installed. They know how old the unit is. Why should we be penalized for not registering the product when the company knows when and who bought it? The company's actions smack of Deceptive and Fraudulent Trade Practices.Back your product like an honorable company.
Business Response
Date: 02/09/2023
Dear *********************** and *********************,

Thank you for contacting the ******************************** They have reviewed your file and asked that I respond. On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty Carrier provided on Model: FX4DNF049L00ACAA / 116BNA042000BAAA Serial: ********** / 1514E18923 was a limited five-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. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.

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.

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.

I am sorry if the installer/builder did not mention to you about registering your equipment for the enhanced warranty. Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. I am sorry your units were not properly registered within the 90 days window, unfortunately, we will not be able to honor your request to provide you with the parts warranty enhancement or concessions beyond the original limited parts warranty coverage.

We appreciate your patience as we reviewed this matter. I am sorry we are unable to provide a response more in your favor.

Sincerely,

*******************
Consumer Liaison - Executive Offices
****** Corporation
Email: ******************************
Customer Answer
Date: 02/09/2023

Complaint: 19348513

I am rejecting this response because: I have printed matter that details a 10 year warranty (See attached). I am the original purchaser. Not once has the company6 expained why we would only receive a 5 year wrranty with 10 years clearly on their manual. I want the warranty the product had when I bought it. I have asked the company several times why we are not receiving the 10 year warranty and have not received an answer. They know when they made it, they know when they shipped it, and they know when they got paid for it. How can a company realize the benefits of offering a 10 year warranty and ***** it's responsibilities of backing it? Why should one be penalized for not registering a product (the company has said it is important to register the product) installed by an agent of the company who has been barred from the ** business for life? Regardlless of what I paid I should get the exact same warranty as anyone else. If it is so important to register the product why isn't it mentioned on the front page of the manuaI was given?Not registered gets the 2nd owner rating. We are the original owners purchasing the unit in 2015. If it was a mistake in the print it should be honored. After all it helped make the sale. If it was not a mistake then back your warranty. The lack of the company to back their own printed warranty smacks of Deceptive and Fraudulent Trade Practices. Do the right thing the situation and support what you say you will do. The response you received here is directed at the apathy of the company towards customers they care less about after the sale has been concluded.

Sincerely,

*********************
Business Response
Date: 02/13/2023
Dear *********************** and *********************,

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

As we previously explained, 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.

Your system was not registered within 90 days of installation; therefore, your system only had a five-year parts warranty from the date of installation.

I am sorry if the installer/builder did not mention to you about registering your equipment for the enhanced warranty. Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. I am sorry your units were not properly registered within the 90 days window, unfortunately, our decision remains unchanged. We will not be able to honor your request to provide you with the parts warranty enhancement or concessions beyond the original limited parts warranty coverage.

We appreciate your patience as we reviewed this matter. I am sorry we are unable to provide a response more in your favor.

Sincerely,

*******************
Consumer Liaison - Executive Offices
****** Corporation
Email: ******************************
Customer Answer
Date: 02/14/2023

Complaint: 19348513
I am rejecting this response because of: Even though the company knows when the unit was sold I had the unfortunate experience of dealing with an unscrupulous company, ************** Conditioning, who has been barred from the ** business for life in ******* by the ******* AG. ***** acted as an agent of the company when they installed Carrier products. The company also seems to want to hide behind the registration format they havcce devised. If this registration of the product is so important to secure additional warranty time with no additional cost why doesn't the company mention it on the front page of the booklet? Is this the way the company ******** down a 10 year warranty from customers who buy their product because of the warranty pushed by the salesperson? We were never informed we had to register our product by them. Like most people we paid someone to install the product and were given a short tutorial on how to use it. We never looked at the instruction booklet again until we had a problem. It seems the company offers a 10 year warranty for sales and advertising purposes, but relies on the consumer to read the full instruction booklet to find the fine print the Company uses to lessen warranty exposure and warranty obligations. Again, if it is so important to register your product (even though the company knows when it is sold and to whom) why isn't it mentioned on the very front of their instruction manual? This is the only printed information I received from the company. Their installation agent, *************** (who has been barred from the ** business for life in **), never mentioned it was extremely important to register the product. I don't think it's fair that a person who buys the same product as another person should receive any more or any less of a warranty from the company. Printed matter by the company that is meant to mislead the public into purchasing a product. The false advertising exhibited by the company is in the very manual they provided me with. I have a paid receipt which shows *********************** as the original purchaser. The actions to date by the company of hiding behind their "very important product registration" are appallling. So a senior citizen such as myself, who buys a product and has it installed and pays the bill should find a company that decides not to back their product because it wasn't registered? It says 10 years in your book and nowhere on the front page does it say how important it is that the company treats the registration of the product. I should mention that the 10 year warranty pushed by the salesperson influenced our decision. The fact the salesperson failed to mention this is on the company(Carrier). Did the salesperson who did not register our product for us like I have heard other installers do know that the registration the registration of the product was so important to the company? I would wonder how many of the company's total units sold are registered by the owners and installers? I wonder what the registration percentage of owners filing or installers filing? I didn't know after spending over $4000 I would have to jump through special hoops to get what we were promised.
Sincerely,

*********************
Initial Complaint
Date:02/06/2023
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 Carrier Furnace for our home 9 years ago, and the heat exchanger cracked. The parts to the heat exchanger were under warranty - but were not all available. Please see attachments for correspondence (one way - as Carrier neglected to ever respond via phone or email - not even once). We are due the cost of parts under warranty. Carrier does not stand by their product warranties. They have very poor customer service and I have spent hours on hold and speaking with several customer service reps who were not helpful. I am hoping the BBB can help me with this, Thank you.
Business Response
Date: 02/07/2023
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: 59TN6A100V211122 Serial: ********** was a 5-year limited parts warranty as well as a 20-year parts warranty on the primary and secondary heat exchangers from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

You previously contacted our customer service department on 12/22/2022 asking about options available if you were to purchase a new unit and our reps advised to speak with your service provider to discuss if there were any trade in options rather than replacing the heat exchanger. At that time, we were not notified that there was an issue obtaining a cell panel kit to complete the repair. On 12/28/2022 you spoke with our senior level representatives stating we should be reimbursing you for the parts as the Heat exchanger was still under warranty.

As we previously advised on case # ********, Carrier was not given the opportunity to produce the missing Cell panel kit your dealer stated was unavailable at the time of your failure. All other parts were available. If we would have been contacted or if your dealer would have reached out to the local Distributor, we could have offered alternative options to get the equipment fixed in a timely manner.

We will be providing a one-time good will concession to you in the amount of $49.53. You can expect to receive a check in that amount in approximately 8 to 10 weeks. The check will be mailed to:

*****************************
27 ***********
******, ** 06820

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:02/03/2023
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.
Furnace fire 12/19/2023. Furnace was replaced. Diagnosis is a catastrophic meltdown of burner section. We have tried through various resources to contact Carrier about damage and expenses with replacing our furnace. The furnace had a 20 year warranty and had been used for 8 years. We are unable to get any action from Carrier in regard to the warranty. . We left countless messages that have never been returned. We received a small compensation minus depreciation and ($1,000 deductible) from our insurance provider. But no communication with Carrier. We have no idea which corporate office we have been dealing with other than to say it is the number that appears on their website. A week ir so ago, I was given a phone number for their executive offices. To date, no one has answered that number. It goes straight to voicemail. We have never been called back. **************** for **********************:*********** ************************* ********** ***, territory man Carrier Executive Offices: ********** Our Case #********
Business Response
Date: 02/06/2023
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: 59SC2C060S17116 Serial: ********** was a 10-year limited parts warranty as well as a 20-year parts warranty on the primary and secondary heat exchangers from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

After reviewing your Carrier case # ******** and discussing with our district and territory service manager, we as the manufacture were not giving the opportunity to come out and investigate the situation and offer a resolution before your dealer replaced the equipment on 12/20/2022. Our records indicate the first contact to our department was 12/21/2022 when you called our customer service department to investigate.

We understand that the costs and inconvenience associated with the repair/replacement 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 $1000.00. You can expect to receive a check in that amount in approximately 8 to 10 weeks. The check will be mailed to:

******************************************************************************************** 43016

Sincerely,

*******************
Sr. **************** Specialist
**********************/****** Corporation
Initial Complaint
Date:02/03/2023
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.
On December 5, 2019 I bought a Carrier **** product for $5302. The Condenser model CA16NA048 with a 1 speed Compressor, air handler model FZ4ANP048, serial number **********. This product was bought through ******* with a 10 year Carrier parts warranty.Unfortunately the product has not performed well and on May 28, 2022 the **** air handler motor broke down. Since that date the **** has not worked, no cold air or heat. I also have a service warranty plan with First American Home Warranty and they have also tried to get the part HD46AR285A replacement from Carrier but no success. I have been in constant contact with the warranty company who have advised that they cannot get the part from the Carrier company. I also filed a complaint with the Carrier company but no response from them.
Business Response
Date: 02/06/2023
Dear ***********************,

We have received your complaint filed with the BBB as well as the letter your mailed to Carrier World Headquarters. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Our records indicate the fan motor needed for Model FZ4ANP048L00EAAA is part # HD46AR285. Our factory stock shows we currently have 6 of these motors in stock with no outstanding orders waiting to ship.

If you could please provide us the following information, I would be happy to take a look at the order First American Home Warranty placed on your behalf.

1. Model & Serial number of the unit.
3. Name and contact information for your service provider/ dealer.
4. Date the order was placed with the Carrier Distributor.
5. The Carrier distributor's name and location where the order was placed.
6. *********** providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

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

Sincerely,

*******************;
Sr. **************** Specialist
**********************

Customer Answer
Date: 02/06/2023

Complaint: 19327308

I am rejecting this response because:
There were several orders placed between June, 2, 2023 and February 6, 2023 for this part. The last order placed was January 12, 2023.
If you know that the order for the replacement part was placed by First American Home Warranty it would seem that you should also have the details of the order. If there are 6 of these motors in currently in stock with no outstanding orders waiting to ship, why cant I have 1 since there are many outstanding orders placed for this part between June 2022 and now ?

1. Model & Serial number of the unit.
Model number : Model FZ4ANP048L00EAAA is part # HD46AR285.
Serial number: **********
3. Name and contact information for your service provider/ dealer.
Name and contact information: ********************* at AZ Plumbing, ************

4. Date the order was placed with the Carrier Distributor.
There were many orders placed between June 2022 and January 2023.
The last order was placed on January 12, 2023.

5. The Carrier distributor's name and location were the order was placed.
The order was placed to the Carrier distributor at ************************************************************************ *******

6. *********** providers PO to the distributor.
PO number : 4588911

7. Did your service provider request an order expedite? If so, please provide the Expedite number.
No order expedite was requested
Sincerely,

***********************
Business Response
Date: 02/09/2023
Dear ***********************,

I have worked with Carrier Enterprise and our warehouse, and your replacement motor shipped from our factory on 2/8/2023 via ***** tracking # ************. Per FexEx tracking site your motor is expected to be delivered to Carrier Enterprise in ***************, ** on Friday 2/10/2023.

I would suggest reaching out to your dealer and providing the above tracking. They will need to make arrangements to pick up your part and complete ***********.

I appreciated your patience as we worked to get your motor shipped.

Sincerely,

*******************
Consumer Liaison-Executive Offices
Carrier Corporation
Initial Complaint
Date:02/02/2023
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 commercial furnace from Carrier in November of 2022. In January of 2023, just 14 months after installation, the blower motor and the *** both failed and needed to be replaced at a cost just under the cost for the new furnace that we had just purchased. In speaking with Carrier, while they provide a longer warranty for residential furnaces, they only provide a one year warranty on commercial furnaces. I would like to warn people as our installer stated that this has now happened to several of their clients where these parts have failed within two years of installing a brand new furnace and Carrier will not cover the cost as they only have a one year warranty.
Business Response
Date: 02/06/2023
Dear *************************,

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

The warranty Carrier provides on commercial equipment is a 1-year limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

I would recommend that your installer reach out to the local technical service manager at the distribution center to review the failure in attempt to identify the root cause.

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: ******************************

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