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 has 19 locations, listed below.

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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:07/30/2022

  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.

  My unit less than 5 years old malfunctioned and I have been waiting for the parts more than one week. This has been the issue with this unit since I had it. I was promised the part in Thursday 7/28/2022 then 7/29/2022 and as of 7/30/2022 am still waiting a for part that is under warranty. My issue is that it has been more than ******************************* Georgia. It is ridiculous that a customer with health issues would have no idea when a part will be received. In addition, it is reckless for Carrier to make a customer in weather more than 90 degrees wait. I have out-of-town guest coming as well and cannot be certain the parts will be available. At this point, if the part cannot be obtained, Carrier should provide me with a new unit.

  Business Response

  Date: 08/01/2022

  Dear ************,
  
  On behalf of Carrier, I am very sorry to learn of the problem you are experiencing.
  
  If you can please provide me with the part number and description of the part that has been ordered; the dealer who ordered the part,and the distributor through which they ordered the part I would be happy to see what we can do to assist in expediting the part.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  

• Initial Complaint

  Date:07/29/2022

  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 bought our house on April 30th. On May 16th I placed a service request through American Home Shield because we did not have air conditioning. After many unqualified contractors and technicians, we decided to contact ************ to take a look at our unit because they installed it in 2018 and the parts were covered under Bryants warranty. After they called ****** to troubleshoot, we were quoted $3,400 for LABOR ONLY. So we proceeded through American Home Shield. On June 5th we were assigned J ***** Mechanical. On June 8th, we finally had an error code reading. So he consulted with ****** and was instructed to start with the the fan motor. After the part was back ordered for almost a month, he returned on June 30th and it did not work. So he ordered the wire harness. On July 11th he replaced the wire harness and that didnt work. So now we are waiting for the inverter board to be shipped and replaced. I am disappointed that ****** would not send all of the parts required based on the error code at the same time. While ****** is considered high-end, ours broke after 4 years, technicians are hard to find, labor is expensive and parts arent accessible. ****** has had a direct impact on my, my husbands, and my 2 young childrens suffering through 100 degree weather without air conditioning. I plan on sharing my experience on all social media platforms and reviews until my air conditioning unit is fixed or replaced.

  Business Response

  Date: 08/01/2022

  Dear ****************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your ****** equipment.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  The warranty provided on your ****** condensing unit was a limited parts warranty for five years from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor,refrigerant, maintenance, etc...
  
  I will be reaching out to the distributor for your area to see if we can track the order placed by your service provider, ************** Mechanical. We will certainly do everything we can to expedite the part to fulfill the order.
  
  Thank you for your patience as we continue to investigate into this matter.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  

• Initial Complaint

  Date:07/28/2022

  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.

  Start having error issues with our heat pump. Called a company, that had did our yearly service and they never showed up. Reached out several times. Contacted another company who worked on the particular unit we have. They come out, do a couple of things and a day or so later, same thing. They come back out several times, while in contact with the manufacture and couldn't fix it. When the error came in again, he gave me an excuse that he lost his employees to contact someone else. So I contacted someone else that was a authorized service tech. They came, did the same things as the previous company. Was in contact also with the manufacture. Replaced the main mother boards and still the same out come. Only difference with this company, the owner told me that he was going to stick it out and get to the bottom of what was going on. He even told me that the manufacture was going to fly their tech here to fix it. No tech. No change. Somewhere in the mix the supplier got involved. They even told me to contact a lawyer because nothing was being done.

  Business Response

  Date: 07/29/2022

  Dear **************,
  
  On behalf of International Comfort Products, I am very sorry to learn of the on-going problem you have been experiencing.
  
  If you can please provide me with the name and contact information of your current service provider I will be happy to look into the matter further.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  
  

• Initial Complaint

  Date:07/27/2022

  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 built a new home 3 years ago. Since then we have had two different issues with our air conditioning unit which was brand new at the time the house was built. The most recent issue was a faulty coil that went out. When the **** service tech came, he claimed two different times this this is a known issue with faulty coils that Carrier was still producing when our **** was installed. After doing research it seems there have been numerous class action lawsuits brought against Carrier for this exact same issue. At this time we would like our service fee refunded to cover the repair as these coils never should have been used, nor should we be paying for something Carrier knew was an issue.

  Business Response

  Date: 07/28/2022

  Dear **********,
  
  On behalf of Carrier, I am very sorry to learn of the problem you experienced with your equipment.
  
  The warranty Carrier provides is a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...
  
  The labor warranty was provided by the installer for a period of time as determined by them.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; regrettably,no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response in your favor.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17633246
  
  I am rejecting this response because:

  Carrier decided to continue making equipment with a part they knew was faulty and have numerous class action lawsuits brought against them for it.  Labor costs were incredibly expensive for something that would not need to be repaired had they used the correct parts in the first place, therefore they are liable for all costs incurred, including labor to replace said part.

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

  Business Response

  Date: 07/28/2022

  Dear **********,
  
  I understand you are disappointed in our response.Regrettably our position remains unchanged.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17633246
  
  I am rejecting this response because:

   

  This is not acceptable.  You need to be held liable for ALL costs incurred from faulty parts
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and had installed in my house a Carrier Multi-Zone Ductless Split System in 2017. I started incurring issues with the unit in February 2022 where when inspected by a certified Carrier repair company it was determined that one of the heads has a coolant leak emanating from the coils/piping inside the head. The Carrier certified repair company advised the unit had to be replaced. The certified Carrier repair company contacted Carrier and determined the faulty head was covered under Carrier's warranty. Carrier advised that the unit was still covered by its warranty that Carrier provided as part of its sale package to me when buying the unit. Carrier advised that a replacement unit would be provided by second week of April 2022. As of the third week of April no replacement unit was provided by Carrier, the repair company contacted Carrier again, Carrier advised that the unit was not available at this time and advised they could not advise a date when the replacement unit would be available and offered no other remedy to correct the faulty air conditioner. I have made several attempts to contact Carrier myself to speak with its warranty department so as to determine when my air conditioner would be repaired, No one with carrier will return my calls. In the meantime in July 2022, I have since contracted another Carrier certified repair company to assist with the repairs. The second repair company has reached out to Carrier and has determined also that the unit is covered under warranty. Carrier would not advise the repair company when the replacement unit would be available. Carrier has since stopped responding to phone call or email correspondence from the repair company Due to very hot weather conditions, I was forced to refill the unit with coolant (at my cost) and run the unit. The unit continues to leak coolant and condensation which is an environmental concern and is damaging the interior of my home.No one with Carrier will respond.

  Business Response

  Date: 07/27/2022

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

  On behalf of Carrier, I am very sorry to learn of the problem you are experiencing and the delay in a resolution.

  If you can please provide me with your current service providers name and contact information. I can then investigate into the matter with the distributor for your area.

  Sincerely,

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

• Initial Complaint

  Date:07/24/2022

  Type:Sales and Advertising 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 bought a brand new Carrier Air Conditioning system in May of 2018. The *** valve broke in April of 2020. The valve was replaced. It cost $679. The valve broke again either in 2021. We did not discover this until June of 2022. We replaced the valve again. It cost $750. I am upset that Carrier did not respond to any of my emails or phone calls. The part should not have gone bad the first time, but I understand it could have been a bad valve. Then to have it go bad again a year later tells me the valve was bad. I think Carrier should have replaced this valve for free, including the labor and freon. It is really unacceptable for a company to not stand by its products and replace bad parts with no cost to the customer.

  Business Response

  Date: 07/25/2022

  Dear **************,
  
  On behalf of Carrier, I am very sorry to learn of the problem you have experienced with your equipment.
  
  If you can please forward me your service tickets, invoices and maintenance documents I would be happy to look into this matter further.
  
  I have provided my contact information below for your convenience.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************