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 4808 Syracuse, NY 13221-4808

• 

  Carrier Corporation

  PO Box 4952 Syracuse, NY 13221

• 

  Carrier Carolinas

  1025 Lowndes Hill Rd Greenville, SC 29607-2625

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:05/12/2025

  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 Carrier HVAC less than three years ago. These were assembled in ******. Within a year the casings started to rust. The units that these replaced had been in place for twelve years with no rust occurring. This is clearly a manufacturing process or materials choice issue. Since noticing this I have observed a number of like units with exactly the same issue. My installer refuses to address the problem and informs me that Carrier will also not correct the issue. I purchased these expensive units based upon Carrier's past reputation. At the rate the casings are deteriorating I will have to replace them in just a few years. Also since the units were installed three capacitors have had to be replaced. It appears that Carrier is using Mexican assembly to cut cost at the expense of the customer. I need to find a way to have ********************** accept responsibility and correct the problem.

  Business Response

  Date: 05/16/2025

  Dear **** *****,
  
  Thank you for contacting International Comfort Products (ICP) through the Better Business Bureau. 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.
  
  We have located your product registration and show you have four units installed in your home (listed below) and have asked our ICP territory service manager to review your equipment's rusting concern.  
  
  Indoor Units: 
  Model: FXM4X3600AL09E / Serial: **********
  Model: FXM4X3000AL06E / Serial: **********
  
  Outdoor Units: 
  Model: N4H430GKP / Serial: **********
  Model: N4H436GKP / Serial: **********
  
  ICP is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection/installation. 
  
  Our territory service manager has reviewed the product data pertaining to the outdoor equipment as well as the location as to where these units were installed. Your home is based approximately 2 miles from the coast. The above outdoor units are not coastal rated equipment; this means they are not coated with a salt-resistant coating to prevent rusting. 
  
  There are also many things beyond the control of a manufacturer that can cause a capacitor to fail, voltage surges/power outages, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  We would suggest reaching out to your installer to discuss the benefits a surge protector can have on preventing capacitor failures. We would also suggest speaking with your installer pertaining to the product selection that made when installing non costal rated equipment in a coastal environment. You will need to discuss financial assistance/compensation with your installer.  
  
  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
  International Comfort Products 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23318753
  
  I am rejecting this response because: the provider was not able to provide resolution.  He says it is still Carriers problem.  He says Carrier only covers the mechanical aspects.  If so that tells me Carrier knows this is a problem.  I have observed other units here where I live so I feel Carrier has been ducking this problem for a long time.   Carrier needs to make the problem right and then my dealer needs to install the replacement.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/27/2025

  Dear **** *****,
  
  *** is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection/installation.
  
  Our territory service manager reviewed the product data pertaining to the outdoor equipment selection your dealer made as well as the location as to where these units were installed. Your home is based approximately 2 miles from the coast. The below outdoor units are not coastal rated equipment; this means they are not coated with a salt-resistant coating to prevent rusting.
  
  Outdoor Units:
  Model: N4H430GKP / Serial: **********
  Model: N4H436GKP / Serial: **********
  
  The manufacture warranty only covers the moving mechanical aspects of the equipment and "Rust" on a Non-Coastal rated unit would not be covered under warranty.  The equipment installed in your home was selected by your service provider, not the manufacture. You will need to discuss financial assistance/compensation with your installer pertaining to the rust on Non-Coastal rated equipment.
  
  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
  International Comfort Products

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Carrier brand ***** HVAC system installed by Warrior Mechanical on 4/5/2025 Timeline of installation, replacements, and issues: 04/06/2025 System was not cooling, ran loud - Iced over (inside unit & outside unit). 04/07/2025 Tech replaced gas valve and installed control board (wasn't with equipment upon purchase), ran test - confirmed suction side pressure was low, high side pressure was very high indicating a blockage. 04/15/2025 Thermostatic expansion valve was restricting freon into the evaporator, part was replaced, tested and recharged system, after 20 minutes the pressures on high side went up, again indicating a blockage. Inspection of evaporation was conducted and half of both sides were iced over. Problems include: 1. Purchase was made for a brand new system, tech was provided an opened box system missing parts (CONTROL BOARD) - Since the box was open and parts were handled, anything could have affected the functionality. 2. Gas Valve in the furnace was not functioning properly. Multiple start attempts were made until it eventually ignited the furnace (REPLACED under warranty). 3. Thermostatic expansion valve was blocked. This was discovered during complaint number 2. *** was REPLACED under warranty (tech had to pay out of pocket)which should not have been the case since the valve (see problem 1) was swapped without payment from tech. 4. Blockage in evaporator. After TXV was replaced, this was discovered. Brand new system already has a blockage and needs to be replaced. Requested RETURN/REFUND on 4/15/2025, HVAC system has not worked up to this point. Carrier responded on 4/16 stating to work with tech and the distributor. We are at the 30 day **** and the tech has been back three times to "collect numbers" with no indication of refund. I simply want to return for full refund, and they are doing everything to prolong/prevent that from happening. I have medical issues and may need to seek legal assistance if this is not resolved.

  Business Response

  Date: 05/07/2025

  Dear ****** ****,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Warranty claims are handled at a local level between your installing dealer, Warrior Mechanical, and their distributor, Carrier Enterprise. A request for a full refund under warranty must be processed through the installing dealer, as they hold the contract that was signed at the time of purchase. I have reached out to the distributor service manager at Carrier Enterprise and requested he contact Warrior Mechanical directly to provide support with this process.
  
  We appreciate your patience and cooperation with this matter so far. Warrior Mechanical will be contacting you with any updates and/or next steps as needed. 
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23285820
  
  I am rejecting this response because carrier has a 60 day return policy (see attached) and I requested a return for refund (not carrier credit) 10 days after installation (after parts were already replaced or picked up after purchase because they were not in the box or not functioning properly, and the system still did not work).  We are continuing to work through the tech with the distributor however the manufacturer should stand by their product. 

  This is NOT a warranty return; numbers and additional paperwork are not needed as I do not want the system. 

  The tech should be able to remove the product, take it back, and receive a full refund.   It's been over 30 days! You say go through the distributor and the distributor says they are waiting on you..

  A carrier employee is coming to the house this week with the tech to run tests, check installation and get numbers which is all a waste of everyone's time as I simply want to return the unit for a full refund.

  If the distributor will not back up the return policy, then the manufacturer should either push the distributor to move forward with the return/refund or find another way to refund the customer.

   

  Thank you,
  ****** ****

  Business Response

  Date: 05/20/2025

  Dear ****** ****,
  
  Thank you for your recent response.
  
  Your case is currently being reviewed by our distributor and territory service managers regarding your request for a refund under the 30-day exchange product warranty. A site visit will need to be scheduled with our distributor service manager and your installing dealer, **********************, to determine why the unit is icing up. If this is not already scheduled, please reach out to ********************** to discuss next steps.
  
  Our local team will continue to work your dealer to establish a resolution. Please make sure you stay in contact with your dealer for any updates.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23285820
  
  I am rejecting this response because: 

  Carrier is still giving tech the run around.

  I want a full refund, equipment, taxes, fees, etc.

  They screwed up the warranty, they are charging 2% fee for in store orders and refusing to refund taxes and fees.  
  

  Carriers failure to produce a functioning product and process administrative actions accurately should not cause me to lose money.  
  

  Why is this so complicated?

  I dont understand where there is confusion about a full refund.  10 days into having the equipment I asked for the refund How would I not rate a FULL refund??

  23 Va. Admin. Code  *********** - Returned goods, we will be updating our lawyer.

  
  ****** ****

• Initial Complaint

  Date:04/29/2025

  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 or around April 19, 2024, heating furnace model N80ESN110220A, serial no. **********, was installed and registered with ICP. Early in the 2024 heating season, I contacted *** warranty repair because the unit kept cycling on and off and couldn't reach the set temperature of 72 degrees. After multiple service visits and communications with *** technical support, without a solution, *** sent a factory-authorized technician who identified a cracked heat exchanger.ICP indicated they would replace the defective heat exchanger. This solution is not acceptable for several reasons. It will require significantly more man-hours to replace the heat exchanger than it would to replace the furnace with a new unit. The heat exchanger is a major component of the furnace, replacing it requires significant disassembly are reassembly of the furnace with risk of damage to and/or failure of other internal components. The factory technician disabled the furnace several months because of carbon moxie leakage from the cracked heat exchanger, consequently, to do not have heat in my home from this unit. *******, a consumer relations representative on 1 April **************************************************** To date I have not heard from anyone.

  Business Response

  Date: 05/20/2025

  Dear ******* **********,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment.
  
  ICP 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 ICP provided on (Model: N80ESN1102120A, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The primary and secondary heat exchangers come with a 20-year warranty. The manufacturer warranty does not include diagnostic fees, labor,refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts beyond the first year of labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.
  
  *** is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of ICPs responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  Your case was escalated to our local Territory Service Advisor (TSA) by our ***************************** on 4/1/2025. We request he contact your installing dealer, T&T HVAC and Electrical, to provide factory support with this issue and establish a root cause of the failure. This information will allow us to best determine how we can assist moving forward. I have reached out to our *** to request an update on the status of your case. Once I receive that update, I will be contacting you through the email we have on file - ******************************.
  
  I am very sorry for the amount of time you have awaited a response. We appreciate your patience and cooperation so far.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | International Comfort Products | ******************************

  Customer Answer

  Date: 06/05/2025

  On May 23 I sent an email with the text below to ******************************************************** and "************************************************************************" <************************************************************************>.

  Dear ****** and the Management Review Board,
  I am unclear as to why you stated that T&T HVAC and Electrical is my dealer. As I have reiterated in all of my correspondence with you, a technician from T&T HVAC and Electrical visited my home after multiple attempts by individuals from ****** ****************** and ******* ******, the equipment installer, to contact you or ************************* in an effort to resolve this issue. I was informed that no action would be taken until a factory technician from *** inspected the unit.
  

  Once again, the technician from T&T HVAC and Electrical arrived at my residence. He diagnosed the problem by following several troubleshooting steps, including interpreting a green flashing indicator on the front of the unit. He confirmed that the heat exchanger was cracked and, in accordance with legal requirements, had to shut down my furnace by turning off the gas supply. 
  

  I am increasingly concerned by your suggestion that my statements are not accurate. I have no reason to fabricate any part of my account regarding the events that have transpired. A screenshot of his text message correspondence with me is attached for your reference. The technician called me to schedule his appointment.  He used one name when I spoke to him and when called him to inquire the name of his company he gave me another name.  If you call ************ you will can validate the attachment.
  
  Additionally, I included the contact information for the installer in my email to you on May 20, which I have highlighted below for your convenience.
  
  Furthermore, I would like to clarify that I have not been contacted by the ****
  
  Thank you for your attention to this matter.
  regards,
  ******* **********
  

  I have not been contacted by a representation from ICP.  I do not accept the offer their offer to replace the heat exchanger.  As I have stated this offer is unacceptable because cost, to me, and the labor to replace the heat exchanger is far, far exceed the cost to replace the complete furnace. Despite their claim to provide a serviceable product, this unit was not serviceable, it did not work from the first use, meaning it was defective when sold.

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

• Initial Complaint

  Date:04/29/2025

  Type:Product 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.

  -ALL info below is supportd by attachmnts. -Carriers Infinity systm DOES NOT WORK AS ADVERTISED.-Carriers brochure claims Infinity heads "integrate seamlessly into your home with nearly silent operation both indoors and out." -THIS IS FLAGRANT FALSE ADVERTISING.-The units make so much noise that sleep is disrupted. -Carrier confirmed this, offered to replace system MUTIPLE TIMES, then GHOSTED me AND the attorney at **************************. -In SEPT2022 ****** (****) installed the systems. -In AUG2023, after 11 months of complaints to CARN, a Carrier rep *************** confirmed the noise, noting: I cant say with conviction that all Mini splits make this noise. He advised CARN to either: 1- downgrade the system; or 2-refund/install a Mitsu system. -CARN never offered this (I did not see this report till SUM2024). -In SPRING2024, I filed a complaint w/ the ************************** (***). -In NOV2024, Carriers legal director **** ********* emailed the *** that a potential resolution was proposed to CARN. -Later in NOV2024, Carriers lead field supprt for Nrth Am ****** ******* emailed details of resolution: replacng the Infinity system w/ a Mitsu system w/ no loss of features or tonnage.. -On 01/03/25, ****** reneged on this offer, and instead offered to refund the system. I explained that since my entire central AC systm removd/vents sealed, a refund would leave me with noisy AC system=unacceptable. -01/03/25 was the last time I would hear from **** *********, ****** *******, Carrier, or ******. I even emailed ****** the specific Mitsu models that would ensure there be no loss of features/tonnage. -The CAP attorney followed up with Carrier on 02/05/2025 and on 04/03/2025, Carrier failed to respond. -I request Carrier, ******, ****** *************** ********* stand behind their Infinity system, advertisements, and their word and replace the defective system with a comparable Mitsu system w/ no loss in features/tonnage.

  Business Response

  Date: 05/15/2025

  Dear ******* ********,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry for the amount of time you have waited for a response.
  
  Please be assured that we are working diligently with all parties involved to provide a resolution for you as quickly as possible. Our team has reached out to Long and ****** and are currently waiting on feedback prior to moving forward with our offer.
  
  We appreciate your continued patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

  Customer Answer

  Date: 05/16/2025

  ALLS=****** Allseasons=installers. ****=Carrier=Manufacturer;CAP=Consumer Protection Attorney---- ALLYSA, I reject your offer. If I accept it will close this dispute and then **** and **** will AGAIN circumvent accountability.
  FACT: I ONLY RECEIVED A COPY OF THE AUG2023 SITE REPORT IN SUMMER 2024 where Carrier agent advised ALLS to either downgrade or replace system with Mitsu.
  -ALLS CONCEALED THIS OFFER (see email 08.10.23)
  -The 06.11.24 email evidences that YOU LIED & CONCEALED the fact your agent made this offer which ALLS never extended WHILE I WAS STILL WITHIN THE ONE YEAR GUARANTEE.
  -***** ****** doubled down on this LIE/CONCEALMENT again in her letter to the CAP  noting my claim was outside warranty.
  **** then offered to replace system w/ Mitsu with no downgrade of tonnage or features- this was OVER 8 MONTHS AGO.
  Then Carrier then offered a full refund ****** (01.24.25 email), which I declined.
  After this, Carrier failed to respond to the CAPs two emails asking about status of replacement.
  On 06.21.24 **** emailed propsal for $35, 775 to replace w/ Mitsu of lesser features & tonnage.   
  Please PROVIDE EITHER: (1) a PROPOSAL+DATE for replacement; or (2) offer a FAIR cash refund that would cover the replacement w/ the previously named names ************* (and compensate my EXTREME PATIENCE?) so I can contract a different **** company perform work and move on from this debacle.

  Business Response

  Date: 05/22/2025

  Dear ******* ********,
  
  Thank you for your recent response.
  
  As I mentioned, all parties involved have been notified of your complaint and are working to garnish a resolution for your as soon as possible. Someone should be reaching out to you soon with an update.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison - Executive Offices | Carrier Corporation | ********************************************************
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23264875
  
  I am rejecting this response becauseit is clear that all parties will not agree to the resolution provided by ****** ******* at the direction of Carriers legal director **** Rostenthal.
  
  Carrier has been placating me with similar responses for months.
  
  Allyssa-It has been SIX DAYS since your response and I HAVE hear nothing.
  
  I ask you Allyssa, ***** and ******: why do you think this an ok way to treat a customer?  
  
  ACTIONS SPEAK LOUDER THAN WORDS.
  
  I voiced my dissatisfaction while I WAS WITHIN THE ONE YEAR satisfaction guarantee AND NOTHING WAS DONE. 
  
  Please provide EITHER: (1) a PROPOSAL+DATE for replacement;or (2) offer a FAIR cash refund that would cover the replacement w/ the previously named ************* (and compensate my EXTREME PATIENCE?), so WE ALL can move on from this debacle.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/28/2025

  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 disabled the app, that was used for remote accessing the thermostat. This was the main feature of this wireless thermostat. They created new app, but it would now work with my phone. I contacted them, and they said they will fix the issue, but couple weeks passed without them fixing it. I need this function to work immediately. Please fix it. Thanks

  Business Response

  Date: 05/09/2025

  Dear ****** ********,
  
  Thank you for contacting the Carrier through the Better Business Bureau. They have reviewed your file and asked that I respond. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your thermostat's remote access.
  
  I have contacted our thermostat team's supervisor, and she recommended we set up a time frame for one of our thermostat specialists to call and assist you in getting the new SmartHome App set up and connected to your device. Please note you must be able your home to complete this set up as our thermostat team may need information off your equipment. Our thermostat department is open 8am-4:30pm EST Monday-Friday.  Please let us know a good date and time frame for one of our specialists to call you as well as the best phone number to reach you. 
  
  Thank you for taking the time to reach out to us regarding your experience. We look forward to setting up a time frame to assist with your remote access concerns. 
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23259971
  
  I am rejecting this response because: I spoke to them multiple times, and the app wont work for my phone. They disabled old app which worked.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/06/2025

  Dear ****** ********, 
  
  I have followed up with our thermostat supervisor and have asked them to reach out to you directly and work towards a resolution. They should be reaching out to you shortly. 
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

• Initial Complaint

  Date:04/23/2025

  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 home from DR ****** in DEC 2023 that came with Comfortmaker A/C and heating unit. I was told that the unit is brand new. After I moved in the unit broke down in early 2024. In late 2024/early 2025 the unit broke down again, it was pushing cold air when on heat mode. I was charged a maintenance fee and then charge for parts and labor. I refused to pay for the labor. I asked why a unit less than two years old was having so much mechanical issues so soon. I filed complaint with DR ****** the builder and Florida Breeze air and heat - Neither wants to take responsibility for the faulty equipment. I called International Comfort Product which makes ComfortMaker and they don't want to take responsibility either. I told *** I already Paid Florida Breeze to do check the unit and refused to pay another company to do so again. I found out the *** is own by Carrier and so I am asking Carrier for help via BBB as I am tired of getting the run around by everyone involved in the manufacturing, purchased and installation of the ComfortMaker AC/heating unit. I consider that two repairs on a unit in less than two years is too much and I am concern that this unit is made for regular repairs that will cost me more than the purchase price of the unit in the short term. I also saw that this unit is included in class actions lawsuits when I researched online.Prior complaints # filed with BBB are #******** and ********.

  Business Response

  Date: 04/30/2025

  Dear ***** ******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment.
  
  ICP 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 ICP provided on (Model: N4H5S36AKAAA, Serial: ********** & Model: FJMA4X42L0CB, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length 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.
  
  *** is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of ICPs responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  Please keep in mind that there are many factors beyond the control of the manufacturer that can cause problems to your system. Such factors include product selection, installation of the equipment, ductwork, filter size and placement, and fluctuations in the electrical grid, to name a few.
  
  Our ***************************** escalated your case (********) to our local ***************** Advisor (TSA) on 4/21/2025, with a request to contact your installer, Florida Breeze Air, to provide factory support with the issues you have been experiencing. ****************** informed us that the two service calls they performed after installation were due to a loose wire on the defrost board and a leak. The leak has since been repaired, and the system has been re-charged.
  
  If you are interested in getting a second opinion or having your equipment and installation reviewed, you will need to hire another licensed ************ provider to do so. I have taken the liberty of providing some Elite dealers in your area below. You can also view a complete list of dealers on our website - ***********************************************************:
  
  Custom Air & Heat *** ************
  ***** Air & Heat of Brevard ************
  Jays Air & Heat ************
  
  Additionally, any request for compensation beyond the limited parts warranty coverage would require paid itemized invoices for review. If you could please provide us with the invoices, our *********************** will be happy to review the charges for these repairs and determine if you are eligible for any reimbursement.
  
  We appreciate your cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | International Comfort Products | ********************************************************
  
  

• Initial Complaint

  Date:04/13/2025

  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.

  Have had a Carrier system both Gas/Heat and air. System was working fine remote app was working fine then they forced us to upgrade app can no longer control system. They refuse to help knowing there is problem with no solution. Sort of ignoring it. Spent ****** on this system want it to work

  Business Response

  Date: 04/15/2025

  Dear **** ********,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.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.
  
  Our digital team is aware of the reported issues during our latest software update and are working hard to address the issues. A new update for ***** user has already been released on 4/14/2025. We are still working on updates for both Android and Google users, but a resolution is to be expected soon.
  
  If you have increased your devices text size (through accessibility options),the Stay Connected screen may not display properly. In this state, users are unable to scroll down to select their notification preferences or tap the button to proceed into the app.
  
  For iOS:
     1.   Go to Settings > Accessibility > Display & Text Size >Larger Text
     2.   Use the slider to reduce the text size until the app screen becomes scrollable
     3.   Complete the notification selection and onboarding
     4.   Once inside the app, they can return to their preferred text size
  
  For Android (may vary slightly by device):
     1.   Go to Settings > Accessibility > Text and Display or Font Size
     2.   Reduce the font size
     3.   Relaunch the app and complete onboarding}
     4.   Once onboarding is complete, they can reset their preferred font size
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  Date:04/06/2025

  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 moved into my newly constructed home in July 2022, which came with a Carrier residential air conditioning unit installed by the builder. As of spring 2025, the unit is completely inoperable.A licensed HV** technician diagnosed the issue as a failed *** (thermal expansion valve) and confirmed that the unit has completely lost refrigerant. I contacted Carrier to request warranty support. While the parts are covered under their limited warranty, Carrier has refused to cover labor, which makes up the majority of the repair costdespite the system failing in less than three years under normal residential use.Under the **************************** Act (VCPA) and Virginias implied warranty of merchantability, I believe a product of this nature with an expected lifetime of ***** years should function properly for a reasonable period of time. A major system component like a *** valve should not fail within 2.5 years. Carriers refusal to assist with this failure undermines basic consumer expectations of product reliability and support.I have since had ******* ****************** repair the *** value (estimate and final charge attached). ******* has successfully replaced the ***, but needs to come back next week to replace the compressor that was damaged by the failed ***. For this service, they agreed to waive a lot of fees and will only be charging us $300. I will provide documentation for this charge as soon as I am able to. I am requesting the Carrier cover the costs associated with repairing the ** unit (a total of $2134.41). Given that this unit is part of a new home, has failed prematurely, and falls under protections granted by Virginia law, I believe Carrier has an obligation to stand behind the reliability of its product - even beyond the terms of the limited warranty (which should be reconsidered).

  Business Response

  Date: 04/08/2025

  Dear ****** ******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. 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: CA14NA03600G, Serial: *********** is a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length 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.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  In order for any additional compensation to be considered beyond the limited parts warranty coverage, we require a paid itemized invoice to properly review the charges. Please send a copy of the invoice to ****************************** and reference Case # ******** in the subject line. Once we receive the invoice, our *********************** will review the charges and determine your eligibility for reimbursement.
  
  We appreciate your cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23167742
  
  I am rejecting this response because:

  I have emailed the Carrier *********************** at ******************************* I am "rejecting" this response as I do not want this matter handled completely outside of Better Business Bureau. I would like BBB to have visibility on my email and any responses from Carrier. A copy of my email as well as the files I attached will be included here:

  Thank you for your response regarding Case #******** and for outlining the terms of the limited parts warranty on my Carrier unit (Model: CA14NA03600G, Serial: ***********. I appreciate your willingness to review additional documentation related to the repair costs, which I will attach to this email and detail below.
  I must reiterate my concern and clarify why I believe Carrier should be held responsible for covering the full cost of the repairs, not just the replacement parts.
  The air conditioning unit in question failed catastrophically less than three years after installation in a newly constructed home, with a diagnosed failure of the *** valve that also damaged the compressor. A component failure of this magnituderesulting in total refrigerant loss and requiring major system repairis not consistent with reasonable consumer expectations for a residential HVAC unit marketed to last 1520 years. This kind of early failure under normal residential usage suggests a defect that goes beyond simple wear and tear.
  

  Under ********'s Consumer Protection Act (VCPA) and the implied warranty of merchantability, products sold in the state must be fit for ordinary use and must function for a reasonable period of timeeven if the express warranty period has expired or does not cover labor. ******** law acknowledges that consumers are entitled to remedies when a product fails to perform as reasonably expected. Carriers initial refusal to assist with labor costsdespite the unit failing less than three years into its expected multi-decade lifespanfalls short of those legal standards.
  

  Moreover, I was not offered a labor warranty by the builder or the installer, and as a first-time homebuyer in a new construction scenario, I reasonably relied on the manufacturer to stand behind the reliability of the system. Expecting a homeowner to bear the majority of the cost burden for a defective part after such a short period contradicts the consumer protection laws designed to ensure fair treatment.
  

  To that end, I am requesting that Carrier reimburse the entire cost of repairs ($2,224.41), which includes the associated labor costs required to restore the system to working order. This amount is not excessive or inflated; the ************* *********************** & Heating, has already waived multiple fees in an effort to minimize the burden on me.
  Please find the invoices and payment confirmations attached. I respectfully request that you expedite the review of this case with consideration of ********s consumer protection laws and Carriers responsibility to stand behind its products. I will also share this response within our Better Business Bureau thread for visibility.
  Thank you for your time and consideration.
  

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

  Business Response

  Date: 05/01/2025

  Dear ****** ******,
  
  Thank you for your response. Carrier Corporation appreciates and considers all feedback from customers.
  
  ********************** is committed to honoring any applicable warranty obligations.  In this matter, the products sold are subject to Carriers written limited warranty (the Limited Warranty) that generally warrants against failures due to defects in materials or workmanship under normal use and maintenance.  The Limited Warranty, however, expressly excludes coverage for labor costs, among other items, as set forth in the section titled Warranty Conditions. The implied warranty of merchantability does not automatically require the coverage of labor.
  
  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 $1,000.00. Please note that this special one-time offer goes above and beyond our limited warranty obligation and will not be offered again for any future services.
  
  A separate email was sent to you on 5/1/2025 by our *********************** with details and directions on how to initiate the concession process. Please reply to that email with the requested information to proceed.
  
  Thank you for taking the time to reach out to us regarding your experience. I hope that our concession will help to restore your faith in Carrier and our products.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Carrier for selling a defective HVAC system that has caused ongoing damage to my home.The HVAC system in my ******* Homes-manufactured residence has malfunctioned since the home was installed in 2019, leading to water leaks, mold growth, and structural damage. Despite my warranty covering mechanical failures, my claim was denied by ******************. However, the issue originates from defective HVAC components and improper installation, which Carrier is responsible for.Carrier must take responsibility by:Conducting a full inspection of my HVAC system Providing repairs or a replacement system The failure of this system has caused health risks and financial hardship. I request BBB intervention to hold Carrier accountable.

  Business Response

  Date: 04/07/2025

  Dear ******* *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment
  - Installation date of the equipment
  - Name and phone number of installer
  - Name and phone number of current servicer
  - Current diagnosis
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

• Initial Complaint

  Date:03/31/2025

  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 CARRIER 3 ton heat pump system in June 2022 for a total price of $7,958.00. Luckily, my homeowners insurance covered the cost of the unit initial replacement minus the deductible. Unfortunately, this unit has been problem after problem. In December 2024 my heat stopped working and was diagnosed as the *** needing replacement. CARRIER replaced the part per the warranty, however, I was obligated to pay $875.00 labor fee out of pocket. Here we are March 2025, and now the compressor has failed. I am being told the part will be replaced by carrier warranty but again, I am now obligated to pay another labor fee of $1,750.00 out of pocket. The CARRIER unit is less than 3 years old and has already had 2 major parts fail to work properly costing me an additional $2,625.00 This is absolutely not acceptable, and I am certain this unit will not last.

  Business Response

  Date: 04/07/2025

  Dear ******* ******,
  
  Thank you for contacting the Carrier though the Better Business Bureau. They have reviewed your file and asked that I respond. 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: 25HCE436AP031011 / Serial: 0922E20170 is a 10-year limited parts only 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.
  
  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. 
  
  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, if you can please provide an "Itemized Paid Invoice" for the Compressor repair, our management review board can review the charges and determine if any financial compensation above and beyond our parts only warranty can be extended to you.
  
  Please respond back to this email with the itemized invoice for review.
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23138341
  
  I am rejecting this response because: the unit i purchased is only a little over 2 years old with significant faulty parts.  the *** had to be replaced in 2024 then the compressor early 2025.  We are completely dissatisfied with your product and feel this particular unit will have future issues and not hold up to an expected ***** year life.  

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

  Business Response

  Date: 04/10/2025

  Dear ******* ******,
  
  As previously advised, the warranty Carrier provided on Model: 25HCE436AP031011 / Serial: 0922E20170 is a 10-year limited parts only 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.
  
  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.
  
  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 $750.00. Please note that this special one-time offer goes above and beyond our limited warranty obligation and will not be offered again for future services.
  
  Should your equipment require repair in the future, we would recommend asking your dealer to reach out to their distributor service manager for tech support and assistance in determining the root cause of the failure. 
  
  Please reply to this email thread with the below name and address information:
  
  1. Name as you wish it to appear on the check: ______________________________________
  2. Mailing address, which **** or Canada Post recognizes as your permanent mailing receptacle. Note, forward order addresses, such as those used by snowbirds, may not be used for this check:
  _________________________________
  _________________________________
  
  Once we receive your reply with this information, we will submit your payment request to our accounting department. Due to a new internal process for issuing concession payments, the accounting audit department requires a secondary sourced name and address validation to activate processing your concession payment.
  
  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.
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  
  

  Customer Answer

  Date: 04/16/2025

   
  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.

  CHECK PAYABLE TO: ******* ******.  *********************. **************, AL 35010

  SECONDARY:  ******* ******.  *************************************************************************************************

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