Complaints

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

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• 

  Carrier Corporation

  13995 Pasteur Blvd Palm Beach Gardens, FL 33418-7231

• 

  Carrier Corporation

  PO Box 4808 Syracuse, NY 13221

• 

  Carrier Corporation

  PO Box 4952 Syracuse, NY 13221

• 

  Carrier Corporation

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

• 

  Carrier Corporation

  Westerville, OH 43081-4914

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:01/31/2023

  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 27, 2022 Quetzal Mechanical LLC, ***************************, installed a H3231****303237****30H 4 unit Heat Pump and outside compressor (model #**MGRQ30D--3) in my house, (as well as 1 unit, with separate compressor on an adjacent building) All worked well in summer but when house units were switched to heat in October, the df (defrost code) comes on when temperatures dip below 45 degrees. df < all 4 units stop working, resets **** minutes. All 4 units work in unison, not individually. (df doesn't happen on other property unit.) Full payment paid cash, $12500 + tip on 5/13/22. Invoice # **** states 5 year parts and labor and 10 year parts only per manufacturer. 11/19, I began documenting days, times and temperatures of the df code. (average of 14 times during waking hours) 11/20, 21 ***** came to observe the issue. I talked to the H3231****303237****30H Tech ****, in *******, ** on *****'s phone. 11/22 ***** said it was safe with the df code and you have a great warranty. 11/22 Called H3231****303237****30H Corp to report the issues. They made a call for help. case #******** 11/29 I had friend with me. He closed 4 of 5 vents from old furnace, not closed at installation. No change with df code. He said he wouldn't be back because he had other customers to service.12/7 Called H3231****303237****30H Corp to report, no change.12/7 Moved compressor back 3 inches from the wall, checked Freon level, pulled and weighed the charge. He told me he was done with me, call someone else.12/7 Called H3231****303237****30H Corp to report what ***** had done, no change. A report was sent to service manager, he come with *****. Gave opinion.12/13 Called H3231****303237****30H was expedited to the ************************ requested email report and documents. sent 12/28 *********************** called and asked why I was calling them? My contract is for 1 year, parts only with Quetzal Mechanical. He is the only one who can request parts. 1/3/23 Contacted attorney. Demand letter sent 1/17 to *****. No response / 14 day notice.Replace faulty Compressor

  Business Response

  Date: 02/01/2023

  Dear *********************, 
  
  We have received your file from the BBB. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  According to our customer service records case # ********, you contacted out department for assistance with a defrost alert you were receiving. Your paperwork stats you have a 5 your parts and labor warranty with your installer Quetzal Mechanical LLC as well and a 10-year parts only warranty with the manufacture. 
  
  I have reached out to our district service manager and asked he contact your installer Quetzal Mechanical LLC to assist them finding the root cause of the Defrost Error codes as well as working through an action plan to resolve the issue. 
  
  I will update you on your Carrier case # ******** via email with any updates I receive from the Service Manager regarding ***********. 
  
  I appreciate your patience as we investigate this matter.
  
  Sincerely, 
  
  *******************;
  Sr. **************** Specialist 
  ********************** 
  
  

• Initial Complaint

  Date:01/27/2023

  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 heat pump model# **VNA448A003 and a gas furnance with 98 efficiency and greenspeed, model # **MN78080c17-14 back on August **, 2022. First of all the heat pump continues to drain water on the patio and now since we turned on the gas furnance our gas bill went up from $46.00 to $192.00 within a month. We have had to call the company that we purchased it from out here 5 times and things have not gotten any better. Carrier posted the following on their web page: (And thats one of the many economical heating options that Carrier delivers to consumers. Carriers commitment to innovation led to the development of a Hybrid Heat dual-fuel system, which includes a heat pump and gas furnace, managed by a compatible control or thermostat. As the temperature drops outside, the system automatically switches to your second heating source, helping to keep your home comfortable in the most efficient, cost-effective way possible.When coupled with the installation and service expertise of independent Carrier contractors, innovations like these keep customers around the world turning to the experts at Carrier.) We believe they sold us a refurbished system and the system is not efficient. Everytime the company that we purchased the unit from comes out they state they are going to investigate it. It seem to us Carrier doesn't care and they are the ones who is suppose to stand by their products. Basically, what we want is some one from carrier not a company but carrier representative who knows the systems to come out and inspect and correct these systems. We don't think the thermostat is correctly corresponding with the equipment.

  Business Response

  Date: 01/31/2023

  Dear ***************************, 
  
  We have received your complaint from the BBB, on behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Our records indicate you contacted our world headquarters on December 9th,2022 regarding water pooling around your outdoor unit. Per our district service manager who we escalated your case to investigated and stats your dealer offered a drain pan option to assist with the water drainage from the outdoor unit. 
  
  According to our records your equipment serial numbers are newly manufactured equipment, 1122E17928 for your outdoor unit was manufactured the 11th week of 2022, your furnace serial number ********** was manufactured the 45th week of 2021; therefore, this would ensure your dealer did not install refurbished equipment on 8/26/2022. 
  
  We understand your concern where you think your thermostat is not communicating with your equipment. In order for us to investigate your claims further we will need the following information provided:
  
  1. Name and Phone number of your current Service Provider/ Dealer
  2. Current Diagnosis and the date they were last out to your home
  3. Name and Phone number to your installing company (Installer info was not filled out when you registered your equipment) 
  
  Once we have the required information, I would be happy to send your case out to our District and ***************** Managers to review the finding with your dealer and determine an action plan to resolve the issue. 
  
  Sincerely, 
  
  *******************;
  Sr. **************** Specialist 
  ********************** Corportation  

  Customer Answer

  Date: 01/31/2023

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/03/2023

  I received the response from carrier, however, it only gave me an accept or reject the information without giving a place to put the information requested.
  
  *** service provider is the same company that installed the heat pump/ gas furnance.
  
  Renales Heating & Air
  5073 Central Ave. Unit 1253
  Bonita, **.  91908
  ************
  
  *** service technician was here on January 17th or the 18th 2023.  *** service technician ***** ask for a copy of the gas bill periods dec - january 2022 and the current bill from Dec. 2022 thru January 13, 2023.  He said he was going to contact someone and see if he can determine the issue.  We realize the gas here  in ********* have gone up in price, but for my gas bill to go from ***** to $192.00 is ridiculous and now its over $200.00. This furnance replaced an infinity 80 gas furnance.   
  
  Please add this to the response back to Carrier. 
  
  Thank you
  
  ***************************

  Business Response

  Date: 02/06/2023

  Dear ***************************, 

  Thank you so much for provided the information needed. As we discussed over the phone on Friday 2/3/2023, I have sent your case details to our District and ***************** Managers to address your concerns. 

  I reached back out to them this morning asking for an update, as soon as I receive an update, I will respond back to you off your Carrier Case # ********. 

  We appreciate your patience as we investigate this matter. 

   

  Sincerely, 

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

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

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

• Initial Complaint

  Date:01/21/2023

  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've been without heat for 2 weeks. ************* ordered thru Pivotal Home Solutions says its on back order til February 9. Heating house with oven and space heaters. Spent alot of money on this unit and discussed with the lack of urgency on Carriers part when they are well aware of the inducer motor problem. I have a minor child in the house and already struggling as a single mother. If your furnace was a car you'd be taken off the street. Temperature dropping in northern ******** and I feel completely helpless.

  Business Response

  Date: 01/27/2023

  Dear **************, 

  We have reached out to our warehouse, and confirmed your replacement Inducer Assy will be shipping in 1-2 business days. We will follow up with your directly once tracking information is available.

   

  Sincerely, 

   

  *******************;

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

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

  Customer Answer

  Date: 01/27/2023

   
  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:01/18/2023

  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 purchased a new home from Lennar in 2020. Six months after my purchase one of the two Carrier heat pump air handler units broke. Now, less than three years after my new home purchase the second heat pump's compressor has broken. I have been told by ******'s HVAC installer that it will cost me over $1,200 in labor costs to repair my almost new Carrier heat pump's compressor. I have filed warranty complaints and neither Carrier or Lennar will respond to my issue. It is my opinion that defective Carrier heat pump units were installed in my new home. I am requesting that both of my Carrier heat pump units (2.5 ton and 3 ton) be completely replaced immediately with all new equipment at no cost to me.

  Business Response

  Date: 01/23/2023

  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 your equipment listed below was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.
  
  **: 25HBC524A003 / SN: 3419E02668
  **: 25HBC530A003 / SN: 0619E01512
  **: FB4CNP025L00 / SN: 2019F46004
  **: FX4DNF031L00 / SN: 1919F41863
  
  There are many things beyond the control of a manufacturer that can cause a compressor to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  If your dealer is in need of additional technical support to find the root cause of the problems you have been experiencing, they can contact the local distributor and as to speak with the **************** Manager and they can offer the support needed.
  
  Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets to support your claim of issues during the warranty period, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,

  *******************;

  Sr. **************** Representative
  ********************** 

   

  Customer Answer

  Date: 01/25/2023

  The Carrier representative's response is unacceptable. If Carrier truly desires to provide acceptable customer service then they should perform their due diligence and request the service records from the installation and service dealer of my NEW HVAC (albeit defective) Carrier HVAC equipment. The contact information for the referenced dealer is as follows:

  Bayonet Cooling and Heating                                                                                                                                                                                            ***********************************;                                                                                                                                                                                                 ******, ** 34667

  Phone - ************

  If the Carrier representative continues with their erroneous assumptions and refusal to properly address my Carrier HVAC issues, then the next course of action will be in contacting *************************, Senior Vice-President and CFO, with potential litigation. A prompt and acceptable resolution to the referenced issue is both expected and appreciated.

  Regards,

  ******************, ****, Ed.D

  Business Response

  Date: 01/27/2023

  Dear *********************,
  
  We have escalated your **************** case with ********************************* out to our District and ***************** Managers asking them to contact your current dealer Bayonet Cooling and Heating. Once they have been in contact with your dealer, they will discuss the prior 2 claims and the current diagnosis to determine the root cause and work with your dealer to provide a resolution.
  
  Our management review board will continue to update you from your existing case ******** as soon as we hear back from our service managers and your dealer.
  
  Sincerely,
  
  *******************
  Sr. **************** Representative
  **********************
  

  Customer Answer

  Date: 01/27/2023

   
  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:12/30/2022

  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 almost 10 years ago model 59 MN7A120V241222 in January 2013. Two days ago, our dealer came out for the annual service check pursuant to the service contract we have with them and told us that the ************* (Inducer Part # HR46GH001, REF # WBHDW2044, Serial Part # *********** had to be replaced and that our warranty expires in 3 weeks. Yesterday, they told us that Carrier had told them that the parts were unavailable for a couple of months. Today, they told us that the replacement parts would not be available until the Fall of 2023, that they would NOT be covered on the warranty because Carrier goes by the install date not the date the original part failed in determining if the warranty applies. Plus, we can't get on the waiting list for the parts unless we pay for them in advance. The reason this part won't be installed during the warranty period is Carrier's inability to supply the part in a timely fashion. The cost of their failure to provide the part timely should not fall on us. Plus, we were told that if the part completely fails during this winter heating season, we would have to replace the furnace because they don't have the parts to fix it. How can that be right?

  Business Response

  Date: 01/03/2023

  Dear **********************,

  On behalf of Carrier I am very sorry to learn of the problem you are experiencing with your equipment.

  I have checked with our ****************************** and they have confirmed that the ************* replacement part for your unit is 337938-791-CBP we have 834 in stock. I trust your dealer has placed an emergency order with their distributor. If you can provide me with that information I can follow-up with the warehouse to see what else can be done to expedite the shipment of the order.

  I will need the dealer name, the distributor they have placed the order with, and their order information with that distributor. I have provided my contact information below for your convenience.

  Sincerely,

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

  Consumer Liaison - Executive Offices

  Carrier Corporation

  Phone: ************

  Email: ******************************************************

• Initial Complaint

  Date:12/22/2022

  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 two new HVAC sytems from Carrier in April of 2022. The units have not worked correctly since install. I've called Carrier several times and they are not fixing the issue. I have a complaint reference number of ********. I've had the installer out several times to figure out the issue with no changes in the units. The issue is the house is hotter or colder by 5 to 10 degrees from the living to the bedrooms. I've called carries several times and they promised to resolve the issue then no one calls me back. My next issue will be court.

  Business Response

  Date: 12/28/2022

  Dear **************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have been experiencing.
  
  We asked our distributor technical support team to reach out to your servicer and the technical data they provided indicates that the equipment is performing to specification.
  
  We would recommend that you reach out to the installer for any non-equipment related issues.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  Date Transaction: 04/2022; Carrier Case Number *******; Amount of Transaction $34,386.Nature of Dispute: Carrier Flagship HVAC Heat Pump was recognized as defective day 1. I waited as I was assured a new unit and new compressors and circuit boards would address the issue. I have an email from ************************* of ****** who is the regional distributor saying: "I'm complying a list of newly installed machines that will need to be replace because of shut down noise. can (sic) you please send me any machines you hav that have this issue and need to be replaced. (sic)" The email was responded by the dealer with my unit listed. I have been on the phone for hours but Carrier says to talk to the dealer. The dealer does not know anything and says he is "waiting" for information. We are going on 8 months of misrepresentations and lies about a new unit coming. Time for a refund under their ****************** guaranty since they have failed to supply a new unit.Tried to Resolve: Yes but silence and working on it after 8 months is ridiculous. I have a potentially dangerous machine that is malfunctioning.Please please help. I have never written to the BBB but this is a major problem for Carrier that is not being addressed.

  Business Response

  Date: 12/14/2022

  Dear ****************,

  On behalf of Carrier, I am very sorry to learn of the problem you have experienced.

  I reached out to the distributor for your area, they have reviewed the matter with your installer. The installer will be reaching out to you, if they have not already, to provide a resolution. 

  Sincerely,

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

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18548728
  
  I am rejecting this response because:   The installer is stonewalling ** and not responding to any emails or phone calls.  That is why I filed a complaint.   It is against the installer.  The installer said back in July that a new uint would be coming in two weeks.   I have an email from ****** to the installer dated in September that a new unit would replace the defective unit.  So, I have been waiting for over 6 months of the promise of a new unit and then silence and no responses.   I need a date of delivery of the new unit, or I will go after the installer for breach.  

  This is a major and consistent problem for Carrier (according to another Carrier dealer) and hiding the problem on your flagship unit is wrong.  Have you informed Underwriting Laboratories of your defect?   Where is the service bulletin that says the new units are different?   Who do I contact at Carrier when ********************************************* does not contact me, which they will not as clearly stated in the negative Yelp reviews?   Please call at ************ to explain.   Thank you.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/14/2022

  Dear ****************,

  I am very sorry for your dissatisfaction with the equipment. I have reached out to the distributor regarding a resolution. The distributor has contacted the dealer; you should be receiving a letter from your dealer outline the 100% Satisfaction Guarantee, and next steps in which the equipment will be removed, and your money refunded.

  Sincerely,

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

   

• Initial Complaint

  Date:12/08/2022

  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 will not provide an estimated time of arrival for parts on our ************ furnace model 58MVC080 serial number ***********. The inducer motor has been noisy for many years, and in 2019 when our HVAC technician came out to diagnose the problem, he said it will fail, but since it did not yet fail to heat, it wasn't covered under warranty and wouldn't be fixed. I have the documentation to prove this. Now that it is 2022, it has fully failed and we have no heat. In addition, its failure caused condensation on the switches which also have to be replaced. Our HVAC company contacted Carrier for these parts to complete the replacement, but Carrier told them they are "backordered with no ETA." This is unacceptable and disgusting to leave us with a known failure under warranty and now deny us the ability to fix it not under warranty. It is winter and we have no heat.

  Business Response

  Date: 12/09/2022

  Dear ****************,
  

  On behalf of Carrier, I am very sorry to learn of the problem you are experiencing with your equipment. 
  

  I have confirmed with the parts warehouse at the factory that the parts for your unit are available. If you can please advise your dealer information, the distributor they have the order placed with, their order number, the part #'s on the order, we can then reach out to the distributor to track the order and expedite it through the warehouse.
  

  My contact information is listed below if you would like to reach back out to me directly.
  

  Sincerely,
  

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

• Initial Complaint

  Date:12/02/2022

  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 HVAC unit about 3 years ago for around $10,000. Last week two boards malfunctioned and my installer was only able to locate one of the parts and the unit is still not operational without the other part. Carrier still cant locate a new inverter board. I call every day to find out whats going on and they tell me that someone will get back to me (who never does).I have been without AC for over a week in my bedroom and Carrier has no idea when or if they can locate the part.How can they run a business and tell their customers that they have no idea where parts are located and cant give you an ETA as to when the part will be sent to my installer?Worse I am worried they are going to tell me they have no inverter boards and it is some undetermined amount of time that I wont have my AC and I am supposed to accept that.Of course I am sending this on a Friday so I will go another weekend without AC in my bedroom.

  Business Response

  Date: 12/02/2022

  Dear Mr. *******,

  On behalf of Carrier, I am very sorry for the problem you are experiencing with your equipment.

  I have reached out to our parts warehouse, they have tracked your order, expedited it, and we expect it to ship from the warehouse tonight.

  Thank you for your patience.

  Sincerely,

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

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18512212
  
  I am rejecting this response because:

   

  Who made the decision to ship the part 3 days instead of overnight?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/05/2022

  Dear ******************,

  Parts are shipped as they are booked. Your part order was booked as "ground" not "next day air". We did expedite the order through the warehouse. Your part was shipped via Fed Ex Tracking # 612903298720 on 12/2/2022. Per Fed Ex Tracking it is in transit to the Fed Ex facility in *************, **. Once the part is in transit, we cannot change the shipping method.

  Sincerely,

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

• Initial Complaint

  Date:11/15/2022

  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.

  To Whom It May ********** July of 2020, my family and I moved into our newly built home at ****************. All appliances were new and registered by the builder, TriPointe (formerly known as ****** Homes). Last week, I tried turning on my heater. The Carrier furnace turns on for a few seconds, then immediately turns off. I called the home builder and since I am past my warranty, they directed me to call Carrier to solve the issue. I called Carrier on Saturday, November 12, 2022. But Carrier only accepts calls Monday through Friday. I called Monday, November 14 in the morning, but was on hold for 30 minutes and could not get a hold of anyone. I tried again later in the afternoon and same result. I tried one more time later in the evening but they had already closed. I called again today, November 15, 2022. I was lucky and was able to speak to a Carrier representative. I provided the information requested and the representative said my heater's parts were covered under warranty but not service. I replied that is unfair and I should not pay anything out of pocket. Specially since the heater is only two years old. So she transferred me to speak to a senior advisor. I was placed on hold for 30 minutes and unfortunately I had to get back to work; so I did not speak to the senior advisor.It has been almost one week, and my family and I are living without a heater. We are sleeping with sweaters and beanies and the coldest days are yet to come as ******** does obtain an average of 2 weeks of snow. It is now a health issue. Because I can't ventilate my home with warm air, my family and I were very sick this weekend. I was severely ill that I was about to call 911 because I had a hard time breathing. I need my heater fixed now. We have used our heater twice, Winter of 2020 and 2021. I have been monitoring the filters and changing them as needed/suggested. It is unfair that Carrier wants to charge me for their defective product.

  Business Response

  Date: 11/18/2022

  Dear *************************,
  
  On behalf of Carrier, I am very sorry to learn of the problem you experienced with your equipment.
  
  The warranty Carrier provided on Model: 58SU0A080E2120 Serial: ********** was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...  I have attached the warranty certificate for your review.
  
  The labor warranty was provided by the installer for a period of time as determined by them.
  
  If you are not currently working with the installer, or other Carrier dealer, we would recommend reaching out to a Carrier dealer in your area. A listing can be found at: https://www.carrier.com/residential/en/us/find-a-dealer/.
  
  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; regrettably, 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 in your favor.
  
  Sincerely,
  
  ***************************
  Consumer Liaison -Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************