Business Profile

Air Conditioning Equipment

Carrier Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:11/12/2022
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 top of the line Carrier Infinity home AV unit, the reason I spent almost $10,000 more was to make sure I had the best, well was I mistaken! My AC (model 24VNA948A300 which is now 15 months into a 10 year warranty stopped working and it cannot be fixed because Carrier has no parts for the Inverter Board.What is frustrating is that due to Carriers refusal to respond to phone calls or email or complaints I am not left with a choice of having no AC in ******* or throwing the unit out and being out of pocket $8,000 for a replacement.If Carrier is unable to stand by their warranties of has issues they should come up with an alternative, either a buy back or loan unit until such time as the parts are available.VERY disappointed
Business Response
Date: 11/18/2022
Dear **************,
On behalf of Carrier, I am very sorry to learn of the problem you are experiencing with your unit.
If you can please provide me with the name of your service provider, the part number they have ordered, the distributor they have placed the order with, and their order information with that distributor we would be happy to see what we can do to help expedite the order.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer Answer
Date: 11/18/2022

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:11/07/2022
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 closed on a new house on September 26 2021, the house was built brand new from the ground up. The air conditioner that was installed in the house is from the company Carrier Air conditioning and was installed by the company Bayonet pluming. The Air conditioner was having issues 6 months after the installation but it would happen seldomly so it wasn't an issue at the time. On October 29th 2022 the air conditioner completely stopped working, I called Bayonet the company that installed the unit and they were able to fix it on November 2nd 2022. The issue was a faulty thermostatic expansion valve. The valve was covered under the Carrier warranty but Bayonet charged me $494.60 to fix it. I don't believe I should have to pay that much money to replace a faulty part on an air conditioner that is brand new. I contacted Carrier and they refused to refund me for the Bayonet bill although it was due to a faulty part that was sold to me a year ago.
Business Response
Date: 11/18/2022
Dear ******************,

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

The warranty Carrier provided on Model: FX4DNF037L00 Serial:1921F21711 was a limited parts warranty. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of the warranty certificate for your review.

At Carrier, we do understand that a satisfied customer is our greatest asset; therefore, we will be providing you with a one-time good will concession in the amount of $494.60. You can expect to receive your check in approximately 6 weeks.

Thank you for your patience as you awaited our response. I hope our concession demonstrates Carriers commitment to customer satisfaction and will help to restore your faith in our products.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:10/29/2022
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 recently purchased a home in 2018, with the Carrier Furnace is nearly new (at the time). I believe it was installed in 2015 (or possibly 2016), we have followed annual maintenance, changing filters, annual check-up service calls, and this fall the furnace would not ignite. A service call later and it turns out the inducer kit (337938-785-CB) was failing. We were informed by the servicer that it was under warranty (less than 10 years) and the part would be covered. We received a bill from the service company for the part, with over 100% markup on the standard part and now owe them over 700$ for what should have been a covered part.I did not understand, nor was informed that to have the warranty transferred to the new home-owner we needed to file with Carrier within 90 days of purchasing the home. This was not clearly marked anywhere on the unit, nor were we informed. If I had been informed, I would have done so. I would like to be able to register the warranty of this unit under my name, and have the part covered.The inducer kit failing within 10 years is unacceptable, and it should be covered under warranty, but because we are the 2nd home-owners we are being charged full price for the part. I would like Carrier to work with me to get the warranty transferred into my name, and the part covered.
Business Response
Date: 11/07/2022
Dear ************,

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

In order for me to look into this matter, I will need the model and serial number of the unit.

Sincerely,

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

Customer Answer
Date: 11/07/2022

Complaint: 18332135

I am rejecting this response because:
My complaint has not been addressed. It is also unclear how I am to communicate with Carrier, I only have the option to respond resolved or rejected. Neither of those responses make sense.
They have asked for the serial # and model # of my unit.
Model # **SC2B080S171116
Serial # **********
Please forward the above along to Carrier, so I can hear their response.

Sincerely,

*************************
Business Response
Date: 11/18/2022
Dear ************,

I am very sorry for the confusion surrounding the warranty coverage.

The warranty Carrier provided on Model: 59SC2B080S1716 Serial:4213A46777 was a limited parts warranty from the date of installation which included five years for all parts and twenty years on the heat exchangers. The manufacturer warranty does not include diagnostic fees, labor, refrigerant,maintenance, etc... I have attached a copy of the warranty certificate for your review.

Carrier does offer a Product Registration Incentive, in that,if you are the original owner and properly register eligible equipment within the specified period of time, an additional five years limited parts warranty coverage would be provided on the equipment. Any subsequent owner(s) would receive the original limited parts warranty. The additional warranty coverage received by the original owner through the Product Registration Incentive is not transferrable. I have attached a copy of the warranty certificate for your review.

I am very sorry if you were told the part was under warranty at the time of the diagnosis. Unfortunately, the limited parts warranty for the inducer kit expired 1/3/2014.

Thank you for your patience as you awaited out response. I understand this is not the remedy you were seeking. I am very sorry we cannot provide a response in your favor.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer Answer
Date: 11/18/2022

Complaint: 18332135

I am rejecting this response because:
They did not fulfill my request to allow me to extend my warranty. This is unfortunate, because I always thought of Carrier as a company that stands behind their products. Having an inducer motor fail after 8 years of use leads me to believe that there was some defect in manufacturing, as that is within the original warranty perioid The warranty period for the owner is 10 years, if they are registered. As we bought the home that this unit was installed in, we did not know of this policy, which appears to not be legal in ********** or ******. It appears this warranty policy is requiring the government to protect owners from an anti-consumer practice.
I am very disappointed that Carrier would not allow us to use this opportunity to register our product, now that we are aware of the policy, which appears to be set up in a way to limit the amount of warranty claims. If a company stands behind their equipment, they should stand behind their warranty.
Carrier does not appear to stand behind their equipment, as I had previously thought.
Thankfully, there are alternatives to Carrier on the market, with much more clear and simple warranty policies.

Sincerely,

*************************
Business Response
Date: 11/28/2022
Dear ************,
I understand you are not happy with our response. Unfortunately, our position remains unchanged.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:10/26/2022
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 engages in false and deceptive advertising on their website. Further, that by their failure to stand by their promoted dealers mistakes and equipment malfunctions that they defraud consumers by selling defective products and services and refuse to answer warranty issues or correct deficiencies.In October of 2021 I purchased a complete Carrier heat pump system including ductwork from a "Carrier Expert Dealer" (******* Refrigeration of *******, **) for $12,000. I made my decision to choose ******* based on the Carrier website listing them as a "Carrier Expert Dealer". I expected that Carrier had vetted their recommendation as a "Carrier Expert Dealer" and that I could count on Carrier to only feature competent and honest businesses on the website and that Carrier would help resolve any issues arising from any "Carrier Expert Dealer" mistakes. I was duped by Carrier.******* installed the entire system and it worked throughout the winter heating its heating cycle. It was not until May of 2022 came and I tried to use the unit to cool the house that the deficiencies arose. The system would work for a few hours on some days and then the evaporator coil would freeze up in a solid block of ice, rendering the unit inoperable. ******* made several service call trips and said the system was within technical ranges and they could not figure out why it would freeze up. They were baffled as they stared at a solid block of ice around the evaporator coil. ******* proposed installing a new valve but according to ******* it was back ordered for weeks and weeks. I did send ******* emails where they WERE available through Carrier. But thats yet another issue I finally called another Carrier dealer (*********** of *****, **) to come in and troubleshoot the problem. Turns out that they are a Carrier Factory Authorized Dealer. Within 5 minutes of his arrival the technician had a diagnoses (attached) and it would cost $1,800 to correct.
Business Response
Date: 10/27/2022
Dear Mr. *************** behalf of Carrier, I am very sorry to learn of the problem you are experiencing 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.

We would recommend that you work directly with your installer regarding the correction of the ductwork which they installed in your home.

Carrier will provide no compensation or concessions beyond our limited parts warranty obligation.

I understand this was not the remedy you were seeking. I am very sorry we cannot provide a response in your favor.

Sincerely,

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

Customer Answer
Date: 10/27/2022

Complaint: 18315785

I am rejecting this response because: This is exactly the answer I expected from a company with your reputation. You advertise "FEATURED EXPERT DEALERS" on your website. Then you run, hide and crawl under your corporate rock and hide when it comes time to assume any resposibility. My only consulation is that companies with reputations like yours eventually fail as consumers share their dishonest tactics. Word gets around. I wish you had moved to *****.
Sincerely,

*******************
Business Response
Date: 10/28/2022
Dear Mr. ************* do empathize with your frustration. I am very sorry we are unable to assist you in this matter. We encourage you to continue working with your installer towards a resolution.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer Answer
Date: 10/28/2022

Complaint: 18315785

I am rejecting this response because: Then why do you promote "EXPERT DEALERS" on your website if you are not prepared to stand by your endorsements? BTW your "EXPERT DEALER" won't come out and fix his MESS or even respond to my BBB complaint against him. I'm living on Social Security and now have to find a way to come up with $1,800 more to get a working Carrier System. What a sad reflection on Carrier as a company! Have a nice day.

Sincerely,

*******************
Initial Complaint
Date:10/26/2022
Type:Order 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 are a small charitable organization providing grief services and wellness programs in ********* *******. On 4/9/2021 we approved installation of a Carrier 20-ton Straight Cool Split System AC with R410 Refrigerant PURON from ************************* Company. The total cost was $28,835. The beginning of October, the unit stopped ******* and we requested a service call from ***********. We learned that the unit had a defective coil and in addition to waiting for a part and paying for replacement, we were expected to pay all costs related to replacement. Carrier has agreed that the part is defective, and they are willing to replace the coil at no cost. ******** is willing to work with us on a cost, but we feel that Carrier should pay for all costs related to their defective equipment. The coil is under warranty for 5 years. We are expected to pay for refrigerant, the drier, and labor. Parts are not readily available and we have been expected to pay for refrigerant while we wait. We feel that Carrier should cover the entire cost of their defective equipment. Our charitable organization is not in a financial position to handle this burden. The estimated cost to us is $1,485 and we have already received a bill for almost $700 in refrigerant. We have a maintenance agreement with ******** so we did not have to pay for the service call. We are asking Carrier to take financial responsibility for all costs related to the defective part in their equipment.
Business Response
Date: 10/27/2022
Dear ****************,

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

The warranty Carrier provided on Model: 40RUAA25T245-0A0A0 Serial: ********** was limited parts warranty for one year from the date the equipment was installed. The limited parts warranty expired on May 5, 2022.

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 organization; 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: ******************************

Customer Answer
Date: 10/28/2022

Complaint: 18315657

I am rejecting this response because: The coil has a 5 year warranty. It is defective and was not welded correctly when it was manufactured. We have been told that the cost of the replacement will be covered. We feel if the part is defective and will be replaced under 5 year warranty, then the costs associated with that replacement should also be covered.

Sincerely,

***************************
Business Response
Date: 10/28/2022
Dear ****************,
The warranty Carrier provided on Model: 40RUAA25T2A5-0A0A0 Serial: ********** was a limited warranty for one year from the date of installation. I have attached a copy of the warranty certificate for your review.
We would recommend that your service provider verify the parts warranty coverage with their local wholesale distributor.
As the manufacturer, we do not provide a labor warranty on the equipment. The labor warranty is provided by the installer for a period of time as determined by them. Typically, the installer will review with the purchaser opportunities for labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:10/22/2022
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.
we have carrier INFINITY gas heating system on our main part of the house and it stopped working end of sep 28th and we called our service providers comfort monster right away and they diagnosed that it has to do with ignition switch and its still under warranty and they have been keeping in touch with us constantly and unable to get the parts to service.now it has been little over three weeks with no heat in the main part of the house,,we do have heat in the bedrooms and the temp inside have been dropping and i noticed my blood sugars have been rising (diabetic) also having pains in my knees and elbow which is unusual. we have called the main carrier office several weeks ago and they asked us to send the parts numbers etc this email went into the junk and we did not respond right away ---but on october 18th we have sent all the details to them and so far have not herd from them.model and serial number--unit **************** s#********** Part number--inducer motor 337938-791-CBP OR 337938-790CBP
Business Response
Date: 11/03/2022
Dear **************,

I have spoken with the distributor and obtain the factory order information.
Good news is your replacement inducer shipped last night via ***** tracking # 612902718053.

Please note your part is shipping directly to Comfort Monster and is expected to be delivered 10/31.

I would suggest reaching out to your dealer and providing the above tracking information. They will need to make arrangements with you to complete your repair.

I appreciated your patience as I looked into this matter.

Sincerely,

*******************;
Initial Complaint
Date:10/13/2022
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 Corporation makes air conditioners, furnaces, and HVAC systems. Some of these systems accept aftermarket parts, i.e. parts not manufactured by Carrier. However, Carrier's 59MN7 Gas Furnace model requires a special gas motor which only Carrier makes. This "inducer motor" is necessary to the function of the furnace, so the 59MN7 furnace *will not work* without this part, and customers / retailers can't get the part anywhere *except from Carrier*. ... On October 1 2022, this part failed for me. Several customers, including myself, have had this part fail within warranty -- and confirm with a Carrier ************************* Rep that it IS in warranty. However, it appears that Carrier has stopped or restricted manufacture of this part, which renders them unable to honor the warranty agreement. Back-orders / waiting lists for this part can exceed 3-6 months, which could require customers to go the winter season without a working furnace. ... I suspect that Carrier is engaging in "planned obsolescence", and has artificially restricted the availability of this part in an effort to drive sales of new units. I can confirm with multiple HVAC experts in my area, as well as elsewhere in *****************, that this part is frequently failing in warranty. So, the part is not designed to last through the warranty period. Carrier appears to also be restricting supply of replacement parts, which could potentially force consumers to purchase new units. ... I would like the BBB and Carrier to contact me, and for a full or partial refund on the installation cost of the new system. The system failed in-warranty but Carrier can't fix it; so they should pay the replacement cost.Carrier Furnace Model: https://www.carrier.com/residential/en/us/products/furnaces/59mn7/Inducer Motor Model: HR46GH001 Example forum: https://www.reddit.com/r/hvacadvice/comments/q89f2n/carrier_59mn7_inducer_motor_failure/See also attached: carrier_distributior_email.png
Business Response
Date: 10/14/2022
Dear ************,

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

If you can please provide me with:

The model and serial number of your unit.
The part # and description of the part necessary for ***********.
The name and contact information for your service provider.

I will certainly do whatever I can to expedite the part.

I have provided my contact information below if you would like to reach out to me directly.

Sincerely,

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

Customer Answer
Date: 10/14/2022

Complaint: 18210906

I am conditionally rejecting this response because:
Because there is no confirmed availability of the part, I had no reasonable option except to replace the furnace. I am requesting Carrier pay for that furnace, because it's unreasonable to expect customers to wait on indefinitely backordered parts for in-warranty repair. It's also unreasonable for customers to have to escalate in-warranty complaints to the BBB, without full promise of honoring the warranty.
I've attached photos of the model and serial numbers of the Furnace and ************* (respectively, as well as the final itemized bill ($7,597 USD). I'm requesting that Carrier pay this cost to resolve the complaint.
Sincerely,

***********************
Business Response
Date: 10/14/2022
Dear ************,
I have confirmed that we have the inducer motor for your unit at our warehouse.
We are ready and willing to provide the warranty part, the only action required was for your service provider to place an emergency order for it through their distributor.
Since we were not provided the opportunity to expedite the part, and you made the decision to replace the unit, no compensation or concession will be provided in this matter.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer Answer
Date: 10/21/2022
Complaint: 18210906
This cannot be the approved approach for fulfilling warranty repairs. I have encountered numerous other instances of Carrier customers who worked with their distributors, and received the same response: no availability, indefinite backorder. But when I escalate a complaint to the BBB, the part suddenly becomes available? That arouses suspicion. Furthermore, my complaint is not that the part was on *backorder*; my complaint is that Carrier corporation is likely *restricting* the availability of this part in an effort to force customers to buy new furnaces. This complaint is evidenced and supported by other customer stories, as well as multiple attempts by my own Carrier Distributor to obtain the part prior to this complaint.
Attached files: shows online discussions on this subject, in which multiple other Carrier customers reported this part failing with no backorder or availability, across North America over the last 12 months. I would suspect that if I reached out to multiple Carrier distributors to try to find this part right now, none would have it -- the only way to GET this part, it seems, is to file a complaint through the BBB. That is unacceptable and unreasonable.
**The only remediation I will accept in this situation is the full or partial repayment of the cost of replacement.**
Sincerely,
***********************
Initial Complaint
Date:10/13/2022
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 have a model 59MN7A Carrier Infinity furnace. I recently received an error code of 42 ************** failure). I've had HVAC techs come look at the unit and tell me that part is on back-order for 2 - 3 months. After reviewing posts on Reddit (https://www.reddit.com/r/hvacadvice/comments/q89f2n/comment/hgnyw5w/), I've found that consumers are saying they have been waiting for over 1 year on this part.Horrible customer service! Horrible brand support, especially for a unit that is still under warranty.BEWARE OF THIS COMPANY!!!
Business Response
Date: 10/14/2022
Dear ************,

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

If you can please provide me with:

The model and serial number of your Unit.
The part number and description of the part needed for your repair.
Name and contact information of your service provider.

I will certainly do whatever I can to assist in expediting the part order.

Please feel free to reach out to me directly. I have provided my contact information below for your convenience.

Sincerely,

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

Customer Answer
Date: 10/24/2022

Complaint: 18210653

I am rejecting this response because: I was contacted by the business requesting additional information (model/serial number of part). I replied with the information immediately and after 4 days, I received an email stating "I have forwarded the information you provided to our parts team asking them to track down and expedite the order. I will forward any updates as I receive them."
After 6 days have still not heard any updates.

Sincerely,

*******************
Business Response
Date: 10/26/2022
Dear ************,
We were able to track your order, it has been expedited, as anticipate the part will be shipped from the warehouse in 24 to 48 hours.
Thank you for your continued patience as we work to provide a resolution.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:10/09/2022
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.
I brought a new system 02/2019, Blue Dot installed the system, I went to turned on my heat, a NO HEAT, the employee for blue dot came out, and told me that the motor is nor working, it will be over 5 hundred dollars for labor, the part is under warranty, but I have to pay for labor, so just for them telling me what was wrong with a new system it was $119.00, spoke with a supervisor at Blue dot, since I didn't pay for a maintenance package ( which the sale rep. didn't mention, that is my fee. After paying over $10,000, for a system you would think that the parts would last, and even with the package, I still have to pay labor. If the parts are under warranty, the labor should be included, over $10,000, for 2 *******, that is outrageous, and to keep paying money, it senseless. Please help me.
Business Response
Date: 10/14/2022
Dear ******************,

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

The warranty Carrier provides is 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 opportunities to purchase labor and/or maintenance contracts.I am very sorry if you were not provided with these options at the time of your purchase.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; 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: ******************************

Customer Answer
Date: 10/14/2022

Complaint: 18188957

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 10/14/2022
I paid over $10 thousand dollars for a heating system, that did not last over 2 *******, now I am expected to pay for labor to install a part that should be guarantee to work, if you guarantee the part, why is the labor the customer's responsible, make good parts, then I wouldn't have to pay for labor.
Business Response
Date: 10/14/2022
Dear ******************,
I am very sorry that the terms of the warranty were not reviewed with you at the time of your purchase.
As per my previous response the warranty that Carrier provides is a replacement part; I am very sorry we cannot provide compensation to you for the labor charges incurred.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
Date:10/05/2022
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.
5 brand new Carrier Heating/Cooling splits were installed in my home in March 2022. Within a few months of installation one of the units began to make loud noises while operating. It was discovered that the blower wheel on the unit was cracked. The company that installed the unit placed an order for a new part on 9/1/22 and I am still waiting for it to arrive. At this point after waiting over a month for the part, my child is without heat in his bedroom. Calls and emails to the company inquiring about when to expect the part were either not returned or the response was, we dont have any information for you at this time. My product is brand new and has a 10 year warranty. If the company cannot replace the part in a timely manner, they should replace the whole unit. Heat is essential this time of year and this matter is becoming urgent. I hope you can help me to get a better response from Carrier.
Business Response
Date: 10/14/2022
Dear ****************,
On behalf of Carrier, I am very sorry to learn of the problem you experienced.
We have reached out to the distributor who has confirmed they will be providing your service provider with a replacement unit. If you service provider has not reached out to you directly regarding scheduling the unit replacement you may want to contact them.
Thank you for your patience. I trust that a replacement unit will resolve this matter to your satisfaction.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

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Carrier Corporation is NOT a BBB Accredited Business.