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

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

• 

  Carrier Corporation

  4669 Crossroads Industrial Dr Hazelwood, MO 63044-2461

• 

  Carrier Corporation

  Westerville, OH 43081-4914

• 

  Bryant Heating and Cooling Systems

  PO Box 70 Indianapolis, IN 46206

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:09/29/2022

  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 INSTALLED 1 YEAR AGO BRAND NEW COMFORTMAKER HVAC SYSTEM - TWO 5 TON UNITS AND FURNACES AS WELL. One of my AC condensor units just blew out yesterday like a high pressure cooker and I am glad to be alive. All that happened was the condensor *** stopped working outside overnight and in the morning, when the system was restarted, it blew up with a loud noise as REFRIGERANT (14 pounds of R410a freon) was escaping out of it at high velocity/pressure. When I called the company, after 1 hour of talking, they said my warranty will only cover compressor, but no LABOR (about $1000-$1500) to replace it and not even REFRIGERANT (about $1450 for 14+3 pounds at $85/lb) that escaped due to the bad quality compressor. How can I ever sleep peacefully at night knowing that I have a internally damaged condensor unit if they only pay for new compressor part (about $1800), and not take care of the entire lemon unit that experienced internal damage, and probably could run into same issue again. Compressor could blow up again, or next up could be my motor which could die since it took all that pressure from the compressor, and again I keep paying. My technician said there is no fail safe mechanism built inside for compressor to shutdown when the *** stops working, and it could build very high pressure inside. This is not what I signed up for. I NEED COMFORTMAKER TO REPLACE MY ENTIRE CONDENSOR UNIT AT NO COST TO ME, AND INSPECT 2ND CONDENSOR UNITS FOR SAFETY. I PREFER THEY UPGRADE MY UNITS TO SAFER BETTER QUALITY PRODUCT AT NO COST

  Business Response

  Date: 09/29/2022

  Dear ***********************,
  
  On behalf of International Comfort Products, I am very sorry to learn of the problem you experienced with your Comfortmaker unit.
  
  It is my understanding that approval for a new unit has been authorized by the ******************** Manager.Providing a new unit is above and beyond ICPs warranty obligation. ICP will provide a new unit, through the local distributor to your ICP dealer. The unit should be at no cost to you; however, you will be responsible for the labor and material costs associated with the removal of the old unit and installation of the new unit. The new unit will carry forward the remaining warranty on the original unit.
  
  If you would like your other unit/system inspected, you would need to request that of your service provider at your expense. ICP will not provide any compensation or concessions for that service.
  
  Sincerely,
  
  ***************************
  Consumer Liaison -Executive Offices
  International Comfort Products
  Phone: ************
  
  
  

• Initial Complaint

  Date:09/22/2022

  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.

  Purchased new ac system in 2017. Coil needs replacement per our ac maintenance company. Have been waiting 7 months for part. Sent letter to Carrier 1 month ago with no response. Have called on 2 separate occasions with no success. This should be covered under the warranty and we cannot get any service from Carrier as to when this system will be repaired with the new part.

  Business Response

  Date: 09/28/2022

  Dear ******************,
  
  On behalf of Carrier, I am very sorry for the delay in providing the replacement coil.
  
  Issues within the supply chain have impacted out ability to provide the coil; however, our parts team is making your order their highest priority.
  
  We had sent your case to the local distributor technical support team to ask them to reach out to your service provider regarding a temporary repair. The response was that a temporary repair has been made and that you currently have cooling. If that is not the case feel free to reach out to me directly, I have provided my contact information below.
  
  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:09/16/2022

  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.

  On or around middle of August, a component within the Air Conditioning equipment fails. After contacting Carrier for warranty, Carrier confirmed this equipment was within warranty, and required that only a "Carrier ******************* repair the equipment in order for the part to be covered under warranty. Carrier provided a list of 5 Servicers in the local area. 3 of those Servicers no longer supported Carrier (misled), the 4th Servicer was not taking on any warranty work/repairs, and the 5th Servicer had a lead time of over 4 weeks.Due to an unprecedented heat have in *******************, and since our Home is part of a medical baseline program, we used an independent - licenced - Servicer at our own expense.We are requesting Carrier cover the cost of the part - which is under warranty - and also review their Authorized Servicer lists to ensure it is accurate and not misleading.

  Business Response

  Date: 09/19/2022

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

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

  Carrier Corporation received an email from you on August 28,2022 stated: "We are using a Carrier authorized HVAC Company. The part is covered, it they are charging $700 for labor. What steps do I need to take so that labor is either covered, or reimbursed?"

  The reply, also on August 28, 2022, stated: "Labor and refrigerant are not covered. I am attaching a copy of the warranty certificate for your records." A copy of the manufacturer warranty certificate was attached to the email.

  It is very unfortunate that you did not reach out to us to advise you were no longer using the Carrier dealer you were originally working with. As clearly stated in the warranty certificate provided to you prior to the September 3, 2022 repair by Direct Plumbing & *****************., in order for a component to be covered under the manufacturer's limited parts warranty, the "defective part must be returned to the distributor through a registered servicing dealer for credit."
  

  At this point you will need to ask the service provider you used - Direct Plumbing & ***********., to contact the local distributor, ******, ***** to make the necessary arrangements to have the defective part returned and a warranty credit provided to them, for which they would then in turn credit you for the part portion of the repair.
  

  Regretfully, we will not provide compensation directly to you for the charges you incurred for parts by hiring a non-Carrier dealer to perform the repair.
  

  We would recommend using a Carrier dealer for any future in-warranty repairs.
  

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

  Sincerely,
  

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

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18038217
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/28/2022

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

  I understand you are not satisfied with Carrier's response; however, it remains unchanged.

  We recommend that you check with the service provider you are using it the future to assure they can provide in-warranty repairs while your unit is under the limited parts manufacturer's warranty coverage.

  Sincerely,

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

   

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18038217
  
  I am rejecting this response because:  This is an unacceptable response.  Carrier is misleading their customers in an effort to not cover warranty defects on the products they manufacture.  The list of Servicers provided in my region, are not responsive or no longer provide warranty work for Carrier.  A couple of those Servicers have claimed that "Carrier's warranty reimbursement program is so complicated and full of red-tape, we no longer support Carrier product".

  Even the very own Servicers that Carrier recommended do not endorse this warranty.   

  I have the defective part and will be happy to ship it back to Carrier (please provide a shipping label).   I have searched over Homeowner groups and there is a common theme of Carrier making it very difficult to obtain warranty work in a speedy and expeditious manner.

  My next path is to contact **************************** Mr. ************************ **************************** and Mr. ********************************** They need to be aware of how complicated, and how much a terrible customer experience this has been.

  I am again requesting that Carrier cover the cost of the Part (under warranty).  I acknowledge that Labor is my responsibility, but this Part is covered by warranty, please honor your committment.

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

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

• Initial Complaint

  Date:08/31/2022

  Type:Delivery 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'm a dealer for a A manufactured home community, I ordered several new home from ******* homes In *******. These are all brand new homes that we Set and sell to our customers. These home come with Carrier furnaces a nd also have full warranties. I have one of my units that was set and put on the Market for sale , I had a potential sale o this home and when I was completing the home inspection I noticed that the furnace was leaking water all over. after a inspection it was found that the furnace was not draining water out of the drain port , this cause the furnace to collet water and rust I have made several attempts to try to resolve this issue with Carrier Furnace .I have made 8 calls to them and each time I'm told i will get a call back, I have never received a call back after the 1st call I received a case Number ********, The last % calls i spoke with *****. each call you are on hold from 45 to 75 minutes,

  Business Response

  Date: 09/12/2022

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

  It is my understanding that the Carrier Account Representative for ******* Homes has reached out to you directly and will work to provide you with a resolution to the problem you are experiencing.

  Sincerely,

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

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in March 2019. Carrier provided the ** unit to my home. Since the installation, I have had to get 2 repairs on this brand new unit. When calling Carrier, after being on hold for 45 mins, I asked to have the unit replaced since this is the second time I'd had a problem with it. The customer representative told me they only replace parts, nothing more! If you stand by your products and a customer has had to spend almost 1k in repairs; why not give them what they paid for...a fully operational unit and not parts to bandaid the unit together. Not to mention the hundreds I'm labor fees!!!!

  Business Response

  Date: 09/08/2022

  Dear **************,
  
  On behalf of Carrier, I am very sorry to learn of the problems 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.
  
  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 for the repair of the unit.
  
  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 Office
  Carrier Corporation
  **************
  
  
  
  
  
  

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had bought a Carrier Infinity in May 2017. In August ***************************************************** August 2022, we had the inverter board go out again. This is still under warranty for 10 year parts. However, we were told that the inverter board for our model was not available but there was a newer inverter board available but we had to buy a new thermostat for $1200. So including labor we paid $1960.00 for something that is under warranty. I have tried to contact customer service to ask if there really was a board available for our model but the customer service does not know. They say this is with the distributor but the distributor does not deal with the customer. Again we had to pay $1960 for something under warranty that I am not sure that is the case. I feel like I was taken in by Carrier, the distributor (Carrier Enterprise) and the dealer. It is not great when I cannot get an answer directly from Carrier, the answer is not satisfactory when it comes from an independent contractor.

• Initial Complaint

  Date:08/23/2022

  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.

  ********** am a 81 year old vet. and live alone and seriously needed the help that I was seeking as my A/C unit could not be used to provide the heat nor the A/C that I needed. I Had a new home built over 10 yrs. ago and was told by the builders that I was getting an extended warranty for another 5 yrs. of the 5 orig. yrs. if needed.I in fact did need the air handler coil to be replaced 9 years later- and was told by *** company that they did not have a copy of the extended warranty registration, - Luckily I had a copy as my son encouraged me to send the info. to them- from day one- as he didn't trust that the builders,( might fail to register the extended warranty for me) I then sent the *** company a copy - and they were nice enough to extend my warranty -but I then was overcharged by a local A/C repair company to install the coil. $1500.00 However the so called new coil only lasted for three months- and had 5 freon leaks in the coil,I was told by the installers that the *** company would not replace the inferior leaky coil,I then called the *** company and was told (after several calls to them, and my request was going to be elevated to a level #3 tech. that They would honor the defected coil if I got another A/C company to verify that the coil unit in fact did have 5 leaks- I did so and the new company conversed with *** through email giving them the info. needed.I spoke to the *** company for another 20 or so phone calls to them and several emails to them - and only getting several new case numbers each and every time- and on some occasions waiting on the phone for 30 and well over minutes or so. I couldn't wait any longer had an entire new unit installed, $7,300.00 and To date of ****- 22 I am still being promised a copy of a so called email from *** that my coil replacement was honored - but never did I ever get such an email from them- again to date of ****-22 as the new *** that installed my unit could get me a credit from the dist. ********

  Business Response

  Date: 08/23/2022

  Dear **************,
  
  On behalf of International Comfort Products, I am very sorry to learn of the problem you experienced with your equipment.
  
  The warranty ICP provided was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...
  
  The labor warranty was provided by the installer for a period of time as determined by them.
  
  Our records indicate that the manufacturers limited parts warranty coverage expired on your equipment August 3, 2021.
  
  We understand that the costs and inconvenience associated with the repair or replacement 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
  International Comfort Products
  Phone: ************
  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17753796
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  I tried to response on 8-25-22 and left a long voice message to a *************************** explaining to her- the wrong interpretation from my  BBB complaint,

  I explained to her in voice mail, that I was not looking for any monetary value from her company,

  I was just looking for the (so called email that was sent to the distributor) stating that they were going to honor the return of the defected 3 month coil- that had 5 freon leaks on it.

  I also called ****** again today 8-26-22 and  the call went directly to her voice mail again- and this time her out going message stated that she is in the office (( but gave a date of

  8-23-22 ) not todays date of 8-26-22

  I would like to add that I only want a copy of this so called email -that should have been sent to me in the first place - as I then would have saved a great deal of money- and months of aggravation that I was put through in thinking they were not going to honor the second warranty of the bad coil as I then replaced the entire A/C unit .

  Thank You Kindly.

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

  Business Response

  Date: 09/07/2022

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

  It is my understanding that we have reached an amicable solution to your complaint.

  Thank you for your patience as we worked towards this resolution.

  Sincerely,

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

  Customer Answer

  Date: 09/07/2022

   
  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:08/16/2022

  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 am contacting you on behalf of one of my clients that has a semi trailer with a Carrier Refrigeration Unit on it. About 6 weeks ago he noticed the unit wasn't cooling properly. Since this time he has been to 5-6 Carrier repair facilities and spent close to $6k. Each time the unit would only work properly for 2-3 days after the repairs were completed. This is this individuals livelihood as he is a truck driver that delivers refrigerated goods and without the unit cooling properly he can't work and even worse could possibly have a claim on his insurance policy for spoiled goods. Yesterday he was finally told by another Carrier repair facility that it was the compressor and the replacement with labor would be around $6k. It seems that if Carrier has specific designated repair facilities that he might be reimbursed for the misdiagnosis's he's received from them. Carrier should be aware that they have designated representatives that are giving the brand a bad name. Why put your brand behind facilities that can't repair your product?

  Business Response

  Date: 08/17/2022

  Dear ****************,
  
  On behalf of Carrier, I am very sorry to learn of the problem your client experienced with their equipment.
  
  Carrier Corporation is the manufacturer only of Heating, Air Conditioning, Refrigeration and Ventilation equipment. The dealers and contractors that install and service the equipment are independently owned and operated businesses. Carrier does not have authority over their business practices or policies.
  
  I am very sorry that your client incurred expenses due to a misdiagnosis by a service provider. I would recommend you seek compensation from that service provider directly.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  

• Initial Complaint

  Date:08/10/2022

  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 bought a Carrier heat pump for my house 3 years ago. Two ******* ago, when the unit was a year old, it stopped working in the summer heat and eventually was repaired. A week ago we had another outage and I called *************** who sold and installed it and serviced it 2 years ago. Now a faulty circuit board needs replacement in this 3 year old unit. The communication between ****-In and carrier is purely by email and the email reply last week was that the part was back ordered. Yesterday, the service manger *************-in told me the latest email said the order has been fulfilled but no other info. She said one customer recently waited two more painful weeks for a part to arrive. My two complaints are poor quality air conditioner and poor communication between Carrier and their customers, both ****-inn and me. The original fault code on the thermostat gave a number for carrier but after several minutes of advancing through a phone tree, I was referred to The local provider, ****-In. We are now 8 days with no air conditioning from our 3 year old unit, and 2 of 3 ******* we have suffered as a result. Hope to get resolution of the current problem soon but I have no idea when we will have air conditioning again.

  Business Response

  Date: 08/17/2022

  Dear *************************,
  
  On behalf of Carrier, I am very sorry to learn of the problem you are experiencing with your unit, and that the part could not be sourced locally.
  
  If you can please provide me with the following information,I can then investigate into the matter further:
  
  Model & Serial number of the unit.
  Part number and description.
  Name and contact information for your service provider.
  Date the order was placed.
  The distributor name and location where the order was placed.
  The service providers PO to the distributor.
  Did your service provider request an order expedite? If so, please provide the Expedite #.
  
  If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.
  
  Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************

  Customer Answer

  Date: 08/18/2022

   
  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:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a homeowner who bought a new cooling system that was the Carrier brand. Since the system was installed there have been multiple service calls due to the system not cooling. These service calls were handled by a Carrier certified dealer. When it got to the point the same parts had to be replaced 2 and 3 times Carrier rejected the claim with the service dealer without my knowledge which took place on 6/14/2022. When the system went down again on 7/30/2022. I contacted the certified service company again to which the informed me of the last service being rejected by carrier for too many calls and I was just informed 8/1 that they are refusing service even if I buy the parts in *** of the warranty process with carrier. In the above timeline Carrier customer service has hung up on me and I have emailed them and their corporate staff appraising them of the situation with no call back or email back. I and reaching out to another carrier certified installer but they are hesitant understandably so to move forward with servicing the system. At this point I have exhausted all efforts to get the unit repaired or even feedback from carrier. I have a 13 month old daughter and I live in *******. Needless to say this is a very frustrating and I would almost call and unsafe situation. I am reaching out to you for your help and guidance on this matter as we spent close to $15,000 on this system 18 months ago and are having nothing but issues. Maybe you can get through to someone who can help. - 9/21/2021 no cool - 10/4/2021 no cool (Mentioned duck work might be undersized)- 6/7/2022 (no cool replaced blower)- 6/14/2022 (Duct work modified per recommendation) - 7/28/2022 (no cool) diagnostics completed 7/29/2022, Proposal received 7/31/2022, 8/1/202 informed they will no longer work on the unit. - 8/1/2022 Reached out to another installed and have yet to hear back Talked to Carrier today but no resolution or plan to address. at least they didn't hang up on me. -

  Business Response

  Date: 08/04/2022

  Dear **************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have been experiencing with your equipment.
  
  Your case was sent by the ********************** to the local distributor requesting that their technical team contact your current service provider to review.
  
  The determination that was made is that the air hander was not properly installed. The recommendation was that you reach back out to the installer to have them make the necessary corrections, or you would need to pay another dealer to make the corrections.
  
  I am very sorry that you were not provided with this information sooner.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17658837
  
  I am rejecting this response because:

  ******,

   

  Per our conversation last week we discussed how to progress this situation. It was discussed to have **************************** to come out and do a diagnostic and an over all review of the unit installation. if this service call confirmed Carrier's claim that the install was deficient and the cause of the system failures the the owner would be responsible for the parts however if the install was found to be proper Carrier would cover the parts. 

  ******** just completed their assessment of the unit. As part of this assessment they toned the control wires, verified that all orientation of the unit is correct, and water tested the unit to verify condensation properly flows away from the board and out of the unit. All of these test were conducted with correspondence from Carrier Rep ********************** The determination is that everything is and was installed correctly. It was also determined by Carrier rep that ******** is to submit a warranty claim on the unit and Carrier would cover the cost of the replacement parts. Please verify this is the case...

  Now that being said, since these failures can not be attributed to any install issues what is Carrier doing to resolve the claim and assure these failures do not continue? After purchasing such a price system we did not intend to spend hundreds of dollars on service calls not to mention weeks of down time of the system.

  This has been a very frustrating process prying information out of Carrier. I have been lied to, ignored, and incorrect claims of fault install have been made all without Carrier setting foot on the property. Is there a process Carrier has started and where are we at in this process to getting a resolution... 

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

  Business Response

  Date: 08/16/2022

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

  I am very sorry for your frustration. 

  The warranty Carrier provides is a limited parts warranty, your Carrier dealer can obtain those warranty parts through their local distributor. Should your Carrier dealer require technical support they can obtain technical support through the local distributor.

  Sincerely,

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