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 4848 Syracuse, NY 13221

• 

  Carrier Corporation

  Westerville, OH 43081

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:03/30/2025

  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 newly built home in Oct 2024 equipped with a Carrier HV** system. Since moving in, the ** unit has made a constant high-pitched noise that has persisted for several months. The noise is loud enough to disrupt my sleep and has significantly affected my quality of life.I reported this issue to the home builder during the first year of warranty, and while the builder is responsible for coordinating repairs, the unit itself is manufactured by Carrier. Despite multiple follow-ups, Ive only received vague responses like we are testing it or please be patient. No resolution has been provided, and no clear timeline has been offered.The ** unit is still under warranty, and I reported the problem promptly. After several months without action, I am seeking assistance from Carrier to either replace or repair the defective unit in a timely and professional manner. I believe Carrier, as the manufacturer, has a responsibility to ensure their product performs as expectedespecially in a brand-new home.

  Business Response

  Date: 04/02/2025

  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 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.
  
  In order for us to properly review your case we will need the following information:
  
  - Model & Serial numbers of your equipment.
  - Address where the equipment is installed.
  - Installation date of the equipment/ or closing date on a new construction home.
  - Company name and phone number of Installer/and or Builder.
  - Company name and phone number of your current HVAC servicer producer/dealer.
  - Date your dealer was last out to your home and the diagnosis they provided.
  - All prior annual maintenance and service documents.
  
  If you can please provide us with the information requested above, we can then review your case and try to assist with a resolution.
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer Answer

  Date: 05/10/2025

   

  Hi BBB Officer,
  Sorry, the previous message was sent to spam directly, and I didnt capture the deadline. However, the issue still persists and has not been properly ************* is the info I am providing to Carrier.

   

  - Model & Serial numbers of your equipment.
  - Address where the equipment is installed. 202 tea tree ter, *********, ** 94086
  - Installation date of the equipment/ or closing date on a new construction home. - 10/2024
  - Company name and phone number of Installer/and or Builder. - Toll Brother
  - Company name and phone number of your current HVAC servicer producer/dealer. - Toll Brother
  - Date your dealer was last out to your home and the diagnosis they provided. - April 2025
  - All prior annual maintenance and service documents. - no more than a year

  Exterior Unit: Mounted to roof
  Manufacturer: Toshiba/Carrier
  Model Number: MCY-MAP0367HS-UL Serial Number: *********
  Area Served: Whole home Approximate Age: 1 years

   

  Business Response

  Date: 05/22/2025

  Dear ******* ***,
  
  Thank you for your recent response.
  
  Unfortunately, your equipment was ever registered with us, and we are unable to pull up your equipment information without model and serial numbers for each unit.
  
  For the sake of expediting your request, I will be sending you a separate email from our *********************** ********************************* Please reply to the email with the serial numbers to your equipment and date of closing on your build home. Once we receive the requested information, I will escalate your case to our local distributor service manager and request he contact your service provider, *************, to offer factory support with the noise issue.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

• Initial Complaint

  Date:03/14/2025

  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 had purchase a new furnace from this place at Carrier Mid-Atlantic for about $1700 because it was box damaged but still had warranty. My customer was fine with the purchase because it still has warranty. Install new furnace date 2/20/25 on same day of the turn up a few hours later the furnace reported code error 13.1 and 33.1 . I call the place I purchase report issue of the new furnace install with the error code. The seller sold me two rollout limit switch because the unit was not imputed in warranty process. About $18. We replace the switches and the unit ran for a little longer this time but still came back with an error code of 33.1. We call the distribution place they told us to contact warranty team which we did and they wanted a video of the flames which we provided but then told that they need all this other information which was non related to a furnace install. We had told them that the code 33.1 is still there they need to provide the part for us to replace or give us a new unit. Instead they keep asking us to go back our customer was very upset and didnt want us to go back because we had been there 8-9 times already. We called the manufacturer to complain they say the issue between us and the distribution they can not help. Call again next day open another case they said that senior distributor manager would call but we had not received any calls back. They kept running us around the bushes and not wanting to refund us for the broken unit or give us part to replace cause the main part is on back order. Our customer very upset with the policy warranty process over 2 weeks. As we were getting upset with carrier not keeping their warranty as compromised. And would not take back the unit as it was purchase with issues. We went ahead and replace the customer with **** unit and now its running fine with no issue. I had spent another $2500 to keep my customer happy. Install 3/13/25. ***** do purchase their unit you will lose double the money.

  Business Response

  Date: 03/19/2025

  Good afternoon, 

  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 complaint attached is pertaining Carrier Enterprise Mid-Atlantic who is a Distributor that we Carrier Corp use to market our equipment. The Dealer purchased a known "damaged box" and should they wish for a refund, they need to work directly with the Distributor they purchased it from.   

  Thank you,

  **** *****

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a brand-new heating/cooling system 5 years ago with a 10 year warranty. On the last routine service check (1-27-25), the technician found 2 faulty defective parts (sl and ll valves) which allowed the systems refrigerant to be released/lost/leaking. Not all refrigerant was lost, but not all of it could be recovered. The warranty covers 'parts', which was replaced by the technician servicing the unit. HOWEVER, the cost to replace the refrigerant that was lost, AND the cost of labor was $1,386.00!! I do not think the consumer (me) should have to pay for labor and refrigerant replacement when it was faulty/defective parts that cause the leakage in the first place. I reached out to the Carrier's warranty department (via certified mail and provided copies of invoices and detailed labor repairs on 2-11-25) asking for help and hoping to come to a fair agreement or resolution, but no response. I am asking that Carrier reimburse me for the expense it cost me due to their faulty parts.

  Business Response

  Date: 03/06/2025

  Dear ***** and ****** *****, 
  
  Thank you for contacting Carrier 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 annual maintenance from the time of installation, to give many years of good service.
  
  The warranty Carrier provided on Model: FV4CNF003L00ECAA & Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed for the original owner. 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. Attached please find a copy of your warranty card for your records. 
  
  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 $500.00. 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.
  
  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: 03/06/2025

   
  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.
  Please have the check made out/payable to:  ***** *****.  In the amount of $500.00, and mail to:  ***** *****; *****************************************************************************

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

  ************  -  *****************************

  Customer Answer

  Date: 04/10/2025

  Date Sent: 4/3/2025 12:16:04 PM
  ALL I AM ASKING IS THAT MY ORIGINAL COMPLAINT (********) BE REOPENED AND TO ASK CARRIER IF THEY HAVE ISSUED/MAILED THE REFUND CHECK, AND IF SO, IS THERE A TRACKING NUMBER??  THAT'S ALL I AM TRYING TO FIND OUT.

  Business Response

  Date: 04/22/2025

  Dear ***** *****, 
  
  Thank you for reconfirming your mailing address for our accounting department on 4/9/2025. They have received the mailing address ******************************************************************************************* and have begun processing your concession. I have asked that our accounting team keep me posted as to when the check will be mailed out. I will follow up with you once I receive that confirmation it's been mailed. 
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  
  

• Initial Complaint

  Date:03/03/2025

  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 July 14, 2024, on a clear night with no power outages, a catastrophic fire started in my Carrier HVAC compressor unit. I quickly shut the circuit breaker, preventing a house fire in my natural gas frame home. The compressor was under warranty for 2 to 10 years (parts only) from Carrier Corp. The unit was just 2 years old.Carrier refused to honor the warranty, citing excuses like nearby shrubs causing the fire. Then they claimed no parts existed due to government regulations. The authorized Carrier dealer in ************ also refused, echoing the same excuses. With the parts badly damaged, both Carrier and the dealer told me to call my insurance company instead of fixing or replacing the unit.****, my insurance company, eventually paid the claim. My claims adjuster, ****** *******, assured me they would recover the $8,453.00 balance to prevent a substantial premium increase. However, once the claim was settled, neither she nor USAA followed through. Now, I face higher premiums due to Carriers failure to honor its warranty.Recent calls to Carrier were fruitlesstheir representatives claimed I had the wrong departments and denied knowing ****** in claims, despite my prior formal complaints for restitution.I am requesting the $8,453.00 net settlement **** paid for the replacement unit (minus the deductible). Carrier deliberately avoided fulfilling its warranty, forcing me to claim the defective unit on my homeowners insurance. This constitutes a Defective Warranty violation. If Carrier does not remit the $8,453.00, I will escalate this to the ******************************* C. *******

  Business Response

  Date: 04/03/2025

  Dear ******** and ***** *******,
  
  Carrier is in receipt of your new BBB complaint requesting compensation related to your claimed increased homeowners insurance premiums.  Please allow this to serve as Carriers response. 
  
  After receipt of your prior BBB complaint filed in 2024 and our further discussion,on 9/5/2024 we offered a one-time good will concession to you in the amount of $2,000.00 in full and final resolution of this matter without admitting any liability regarding the matter. Your responded to BBB on 9/26/2024 accepting the offer and stating:
  
  "Thank you for the information in your response regarding the unit, sympathy, and one time concession in the amount of $2,000.00. My family and I accept your offer.Once the concession has been received, I will be happy to close out this case as being resolved."
  
  Carrier relied on your acceptance of this offer including your representation that you will close the case as resolved after receipt of the concession amount and issued the check to you at the address you provided. 
  
  We have since confirmed the check was cashed, and we have closed this matter as final and resolved.  Accordingly, Carrier respectfully declines your request for further compensation regarding this matter, including for your claimed increased homeowners insurance premiums.
  
  Sincerely, 

  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer Answer

  Date: 04/04/2025

  I want to rewrite the request to Carrier Corp.  I want to refile this BBB Complaint.  I will make an effort to contact them, as well.  I want the new complaint to be corrected.  Carrier ********************* did willfully ignore the warranty and refused to replace or repair the destroyed unit.   

  New complaint:  Carrier Corp did willfully refuse to make good on their AC unit which had a catastrophic electrical fire from the capacitor failure.  The **** unit did have a warranty for 1 year parts and labor and 2-10 yr. parts only.  The unit was in its second year of warranty.  The unit was only 2 years old. Carrier by refusing to repair the unit cost me $8,453.00 to completely replace the **** unit.                                       It has come to my attention Carrier Corp did send my son $2,000 toward the insurance deductible.  However, that does not alleviate the fact that the replacement unit cost was $10,453.00.  Carrier should have repaired the unit.  They will be held responsible in a defective warranty law suit here in the State of Florida.  I request Carrier submit a check for the balance of the $8,453.00.

  Thank you.  ***** C. *******

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23013504
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I had made a new complaint.  I want the remaining amount of $***** because Carrier did not fix the unit in following it warranty.  I co own the home.  I am his father.  The $2,000 had nothing to do with the price of a new unit WHICH CARRIER REFUSED TO FIX UNDER WARRANTY OR REPLACE SINCE THIS WAS A MAJOR CATISTROPHIC FIRE IN THE **** UNIT.  WE ARE NOT NOT TALKING ABOUT THE INSURANCE.  MY SON HAD FILLED A COMPLAINT WITH THEM AND THEY SENT HIM $2,000 FOR A DEDUCTABLE.   I request the balance of the bill of ***** .  I do not care about the insurance.  This is called defective warranty in a court of law and with Florida Consumer law.  I never signed a hold harmless agreement with them.  Carrier make good on this warranty breech or face an escalation.  Thanks  ***** *******

   

  Business Response

  Date: 04/17/2025

  Dear ***** *******,
  
  After receipt of your son's prior BBB complaint filed in 2024 and our further discussion, on 9/5/2024 we offered a one-time good will concession to him in the amount of $2,000.00 in full and final resolution of this matter without admitting any liability regarding the matter. Your son, Mr. ******** ******* responded to BBB on 9/26/2024 accepting the offer and stating:
  
  "Thank you for the information in your response regarding the unit, sympathy, and one time concession in the amount of $2,000.00. My family and I accept your offer. Once the concession has been received, I will be happy to close out this case as being resolved."
  
  Carrier relied on his acceptance of this offer including his representation that he will close the case as resolved after receipt of the concession amount and issued the check to your sone at the address he provided.
  
  We have since confirmed the check was cashed, and we have closed this matter as final and resolved. Accordingly, Carrier respectfully declines your request for further compensation regarding this matter.
  
  Sincerely,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  
  

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23013504
  
  I am rejecting this response because:   I expect Carrier Corp to pay the $8,437 for breach of warranty.  I did subtract the $2,000 which Carrier Paid to my son.  However that did not relieve carrier of its breech of warrantyu.  (Defective  Warranty which can be litigated in *******.)  I own the home and pay the bills.  I am his father.  NOW, I NEVER held you harmless.  I AM ASKING FOR THE BALANCE OF THE MONEY I USED TO BUY A NEW UNIT.. YOU WANTONLY BROKE THE 2 TO 10 YEAR WARRANTY.  IT STATES PARTS PAID FOR BY CARRIER AND LABOR BY OWNER.  THE CAPACITOR BURNED UP MADE IN ***** ON THE PICTURE.  It caused a fire in the HVAC.  Rather than make good on the parts warranty you and your JACKSONVILLE AUTHORIZED DEALERS REFUSED TO COME OUT.  YOU AND THEM USED THE EXCUSE THE PLANTS CAUSED THE FAILURE OF THE UNIT.  EVERYONE IN THAT DEVELOPMENT HAS PLANTS AROUND THE HVACS.  No one in the neighborhood has had a problem with the units.  Your authorized dealers said parts were not available as the unit only 2 years old is obsolete by Government Standards.  Blame them.  I blame Carrier.  The insurance USAA had promised to litigate the case for the balance of the $10,437 they paid for a new unit. I CONTACTED **** AND I HAVE A FORMAL LETTER COMING FROM ****** *******.  USAA  ADJUSTER.  THEY FORGOT ALL ABOUT IT FOR A YEAR.  It is now closed by **** and no adjudication.   Ms. ******* famous last words, we will go after them for the balance.  THE $8,437 IS PAYMENT TO ME FOR CARRIER'S BREACH OF WARRANTY.   WE ARE NOT TALKING INSURANCE.  WE ARE TALKING ABOUT CARRIER DISREGARDING THEIR 2-10 PARTS ONLY WARRANTY.  I EXPECT PAYMENT TO ME.  NO MORE EXCUSES... YOU CAN BE SUED HERE IN *******. AS FOR **** I WILL FIND ANOTHER INSURANCE COMPANY.  They do not help military vets.  I am 80 yrs old widower and fully disabled Vietnam Veteran.  Any one want to spit at me while I get off the transport plane?? Thank you.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/03/2025

  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 Carrier HVAC system in April 2024, expecting a high-quality, reliable product. However, since installation, my system has experienced a persistent blower malfunction, which my installer has attempted to diagnose and repair multiple times without success.After extensive troubleshooting, Carriers own technical support team confirmed that this issue is due to a firmware update affecting systems in Auto and Heat mode (Case #********). Carrier has acknowledged that this is a known problem impacting multiple customers, but they have failed to provide a clear timeline for a fix. Meanwhile, I am left with a faulty system, which has caused significant inconvenience for my family, especially since we travel frequently and require a reliable climate control system.Despite repeated service visits and communication with Carrier, the only temporary solution offered was a possible rollback to old firmware, which may not even be an option for my unit. Carrier has not offered any compensation, warranty extensions, or alternative remedies while I wait indefinitely for a fix.Requested Resolution:I am seeking immediate action from Carrier to resolve this issue, including:A firm timeline for the firmware fix or an alternative resolution.Clear guidance on rolling back to previous firmware (if applicable).An extension of my systems warranty due to this ongoing manufacturer defect.Compensation or reimbursement for the multiple service visits and inconvenience caused by this issue.Carrier is a well-known brand, and I expected better customer support. It is unacceptable for customers to be left with defective systems due to a software issue beyond our control. I urge Carrier to act quickly and take responsibility for fixing this problem.

  Business Response

  Date: 03/06/2025

  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.
  
  We received the letter you submitted to our World Headquarters on 2/26/2025. The below response was sent to the email you provided on 3/6/2025. If you could please reply directly to that with the requested information, we can then review your case.
  
  Dear ****** *******,
  
  Thank you for contacting Carrier Corporation World Headquarters; I have been asked to 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.
  
  I would like to engage the assistance of our local distributor and territory service managers to review your case and provide feedback regarding your requests. In order for us to properly review your case, we will need:
  
  - Name and phone number of installer
  - Name and phone number of current servicer
  - Maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  Thank you,
  
  ****** ******
  Consumer Liaison Executive Offices
  Carrier Corporation
  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23012284
  
  I am rejecting this response because:
  

  Carrier has informed me that they are interesting in assisting with my issues, but, so far, sending an email that says as much is all that has happened. 

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

  Business Response

  Date: 03/20/2025

  Dear ****** *******,
  
  Thank you for your recent response.
  
  I have confirmed with our local distributor and territory service managers that they are actively reviewing your case and have been in contact with you regarding a temporary fix until the C controllers software has been corrected. Please contact your dealer for any updates and/or next steps as needed to complete this repair.
  
  We appreciate you taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation| ********************************************************
  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23012284
  
  I am rejecting this response because:
  
  Dear *** ******,
  

  Thank you for your response. However, your reply does not adequately address my concerns.

  Carriers Own Software Update Caused This Issues.
  My HVAC system was functioning as expected until Carriers firmware update caused a blower malfunction.
  Carrier has acknowledged this issue as a known defect but has not provided a clear timeline for a permanent fix.
  Now, Carrier is suggesting I replace my -C controller with the older -B controller as a temporary workaround.
  

  Carrier Must Cover All Costs & Provide a Full Resolution.
  If Carrier is requiring a replacement of the control module, Carrier should cover 100% of the cost, including parts and labor.
  If the -B controller is less expensive than the -C controller that I originally paid for, Carrier should refund the difference or guarantee a free upgrade to a fully functional model once the issue is resolved. A temporary fix is not an acceptable long-term solution.

  Carrier Needs to Provide Direct Support.
  My installer has already contacted Carrier multiple times, yet the only response has been delays and shifting responsibility.
  Carrier, as the manufacturer responsible for this defect, must take direct action to resolve this instead of deferring responsibility to local dealers.

  I request an official written response from Carrier addressing these concerns within five (5) business days. If Carrier fails to provide a clear resolution, I will escalate this matter further, including filing complaints with state consumer protection agencies and considering additional legal remedies.
  I expect a full and fair resolution, not continued delays and passing responsibility. I appreciate your prompt attention to this matter.
  

  Sincerely,

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

• Initial Complaint

  Date:02/25/2025

  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.

  5/22/2020 We paid a total of $7,800 to install 3 ton 16 SEER unit on 5/22/2020. 4 Years later we have paid $4,615.24 in repairs for a unit that is supposed to last ***** years. We have paid more than half of the units worth in repairs every year. When I reached out to Carrier I was met by rude and monotone customer representatives who couldnt care less about helping you. They tell you they have Performance's Guarantee but fail to meet these standards because the unit breaks down every year. I provided them with multiple invoices of these page issues and they picked out one single invoice found the easiest excuse they could to justify a denial. Its clear of the lack of customer care considering how impossible it is to speak to a manager and when you do its by email on their terms only. For anyone reading this save your money and move on to the next company because this one will only sell you a unit and leave you to the wolves when the subpar equipment isnt performing as they claim.

  Business Response

  Date: 03/11/2025

  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.
  
  As a reminder, the warranty Carrier provided on (Model: 25HBC537AP03, Serial: 1321E22756) 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.
  
  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.
  
  Our warranty database indicates there have been 2 repairs to your unit, a compressor replacement and a coil replacement. We have extended either a labor credit or labor concession to you in the amount of $500 for each repair. These offers are usually a one-time good will gesture and extend above and beyond our limited warranty obligation. Charges for other suggested services by your dealer such as deep cleanings and an acid test would be the responsibility of the homeowner.
  
  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.
  
  Your dealer would be in the best position to provide feedback to our distributor and territory service managers about what they are seeing in the field. Technical support is available to your dealer through their local distributor. We would recommend having them contact their technical support team to discuss your service history and establish a root cause of the failures to ensure the problem has been correctly identified and addressed.
  
  We appreciate you taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation| ********************************************************
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against Carrier for selling a defective **** air handler and refusing to honor their warranty, despite the unit causing significant property damage and health risks.Unit Details:Product #: FJ4DNXC42LO0EBAA Model #: FJ4DNXC42 Serial #: ********** Purchased from: ****** (Contractor, *****, **, ************) in September 2024 for $2,000.Immediately after installation, the unit began leaking water, leading to mold growth in my home. A third-party specialist, AC Cool Technicians, confirmed a manufacturers defect in the coil, causing excessive moisture buildup that has damaged the **** closet, walls, and floors. Carrier has refused to repair or replace the unit under warranty.Despite multiple attempts to contact Carrier, they have ignored their responsibility. Meanwhile, my family is experiencing health issues due to mold exposure.I demand:1. Immediate repair or replacement of the defective unit at Carriers expense.2. Reimbursement for damages, including mold remediation and repairs.3. A formal response acknowledging their failure to uphold the warranty.If Carrier does not resolve this matter, I will escalate to consumer protection agencies and pursue legal action. I expect a prompt resolution.**** and ********* ****** ************ *******************************************

  Business Response

  Date: 03/03/2025

  Dear **** ******, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on Model: FJ4DNXC42L00EBAA & Serial: ********** is a 5-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.
  
  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 licensed dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  Carrier 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 and filter installation. 
  
  Should you require repairs under warranty, we recommend engaging a licensed HVAC technician with an account at a Distributor. This ensures that the technician can efficiently file warranty claims directly with their distributor to cover the part cost. Please be aware that we are unable to reimburse homeowners for parts if the technician does not meet this criteria.
  
  I have engaged our distributor service manager and Carrier territory service manager to review your case and contact your installer as well as your current service provider and discuss the current issues. Typically, when a licensed HVAC tech deems a "defective" they have spoken with their tech support team with the distributor and manufacture. Can you confirm if this has been completed by ******** ***************** If so, please provide their tech support case number they would have been provided. This will help fast track the data our distributor service manager will be contacting them for anyways. 
  
  If this action has not been completed this failure cannot be ruled a "Manufacture Defect" without proper documentation and reporting to the manufacture for investigation. Once our distributor service manager and Carrier territory service manager have had a chance to speak with your dealers and investigate the issue at hand, I will follow up with you as soon as I receive any kind of updates. 
  
  Please respond back to this email with the case number should you dealer have opened a tech support case as described above. Please also provide a copy of your original purchase invoice from ****** (Contractor, *****, **, ************) for the equipment discussed above. 
  
  Thank you, 
  
  **** ***** | Consumer Liaison- Executive Offices | Carrier Corporation | Email: ******************************

• Initial Complaint

  Date:02/17/2025

  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 ******/Carrier Air ****************** Pump Condensing Units in September 2020. Both units are covered for all parts under a 10-year warranty. We have already replaced two parts; now the system has a leak and three more broken parts. Our local air conditioning repair company ordered the broken parts on 12/02/2024, and the coil we need is still unavailable. We discovered that Carrier had the incorrect part on their site, yet they did nothing to correct it even after it was brought to their attention. They are telling us they won't have the part until mid-April, which is unacceptable. We live in *******, and my house is already at 81 degrees in February. If they don't have the part, they must replace the unit we purchased in good faith. We will have to leave our home if our air isn't fixed because the heat is dangerous and we have children. I reached out to Carrier, and they are ignoring my correspondence. This needs to be handled immediately as there are laws regarding fulfilling your written warranty.

  Business Response

  Date: 02/21/2025

  Dear ******* ******,
  
  We have spoken with our service managers and due to the lead time on your replacement coil, they have approved a unit replacement be authorized. Please Carrier Enterprise FL has agreed to help cover the costs associated with labor and/or materials for the removal of the old and installation of the new unit. The new unit will retain the limited parts warranty coverage of the original unit.
  
  Our distributor service manager has been in contact with your service provider advising the approval of the replacement unit. Please work with ******* A/C & Heating to schedule a date & time for the unit change out.
  
  We appreciate your patience as we reviewed this matter and worked towards a solution. I hope that our focus on solving your problem helps to restore your faith in Carrier and our products.
  
  Sincerely,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ********************************************************
  
  

  Customer Answer

  Date: 02/24/2025

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

• Initial Complaint

  Date:02/16/2025

  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.

  Request for Reconsideration of Claim Denial and Reimbursement for Defective Heat Exchanger Dear Carrier Representative,I am following up regarding my heating system and the denial of reimbursement for the defective heat exchanger (Model: 588TX090-14, Serial Number: ***********. I appreciate the communication but respectfully request a thorough review and reconsideration of my case.On Nov. 14, 2024, a technician identified a carbon monoxide leak in my HVAC unit. This is a serious safety issue, posing a risk to my family, friends, and clients. Due to the urgency, I proceeded with the tech, who diagnosed the problem during routine maintenance, and followed the procedures to submit the required documentation for **************** home warranty provider recently denied the claim as the unit is under manufacturer warranty. Given that the heat exchanger should be covered by the manufacturer, I request that you consider this, as my home warranty will not cover any costs and unable to recover the costs through either warranty.I made every effort to follow the proper procedure, including submitting all necessary documentation and photos. While I understand your position, I respectfully ask for a reconsideration of your decision. I request that you either fully honor the manufacturers warranty or reimburse me for the $4,500 cost for parts and labor.The urgency of replacing the defective heat exchanger within 24 hours was critical to eliminate the safety risk. I had no choice but to proceed with the repair, using the soonest available equipment within my budget, prioritizing safety and business continuity.I trust you will review these factors and assist in reaching a fair resolution. If the decision is not reversed, I kindly request reimbursement for the heat exchanger or another form of compensation to alleviate the financial burden resulting from this emergency situation.Thank you for your attention to this matter. I look forward to your prompt response

  Business Response

  Date: 02/21/2025

  Dear ***** *****, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on Model: 58STX090---13114 & Serial: ********** for a subsequent homeowner was 5-year limited parts warranty from the date the equipment was installed. This unit also has a 20-year part warranty on the Primary Heat Exchanger 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 have located a prior case ******** that was opened when you contacted our customer service department on 12/20/2024. Our agent advised your furnace had a 20-year warranty on the ********************** and stated your ************ provider would have 90-days to submit a warranty claim with the local distributor they obtained the part through to receive reimbursement for the warrantied part. A copy of your warranty card was also provided and outlines on page 2, Warranty Conditions, Line #8 "Defective parts must be returned to the distributor through a registered servicing dealer for credit". 
  
  Your complaint through the Better Business Bureau stats you contacted your home warranty company for warranty rather than requesting your ************ provider file a warranty claim with the local distributor. 
  
  Per the warranty terms, please ask your ************ provider/dealer to contact the distributor they obtained your parts from and ask them to file a warranty claim under your serial number **********. Once the claim has been filed, your dealer will need to provide you reimbursement for the warrantied part. 

  Thank you for your patience as we reviewed this matter. I am sorry we are unable to provide a response more in your favor.
  
  Thank you, 
  
  **** ***** | Consumer Liaison- Executive Offices | Carrier Corporation | ********************************************************

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22949639
  
  I am rejecting this response because: i reached out to my **** company. They are contacting the distributor and will ask them to file a claim. I didn't not want to close this claim until we have a response from the distributor/manufacturer. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/18/2025

  Dear ***** *****, 
  
  We will stand by. Your case will remain open until BBB closes it. 
  
  Thank you,
  
  **** ***** | Consumer Liaison- Executive Offices | Carrier Corporation | ******************************

  Customer Answer

  Date: 03/18/2025

  Hello! 

  I submitted requested to **** to reach out to distributor and have them file warranty claim with manufacturer. Pending confirmation from **** before closing this out. Thank you

  Customer Answer

  Date: 03/28/2025

  Hello! 
  
  I submitted requested to **** to reach out to distributor and have them file warranty claim with manufacturer. Pending confirmation from **** before closing this out. Thank you

  Business Response

  Date: 03/28/2025

  Hi *****,
  
  Thank you so much for the update. We will continue to stand by. 

  Thank you,
  
  **** ***** | Consumer Liaison- Executive Offices | Carrier Corporation | ********************************************************

• Initial Complaint

  Date:02/12/2025

  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 have a Carrier package unit installed July 2016. During the semiannual check November 1, 2024 I informed it was in need of an inducer motor (part # HC14CR231). I initially was told by my local dealer (installer), after he consulted with the Carrier distributor in ***********, it would be a month to get a part, then after a month we were told it would be another month. Now we have been told it would be 50 plus days effective 2/2/15. I have talked to Carrier customer service in ******** 5 times since January 14, ******************************************************************* even if ever the part will be available. Although the part is covered under warranty how good is a warranty if the company cannot provide the part? I need an answer so I can move on one way or the other. One solution is for Carrier to replace the unit.

  Business Response

  Date: 02/21/2025

  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 and the delay in obtaining your replacement part.
  
  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 part in question was ordered by your service provider through their local distributor.  As the manufacturer, part orders are not visible to us as they are handled on a local level. Your dealer would place an order (PO) with the local distributor, and in return the distributor would check within their local network to see if they have the part/unit. Should a part not be available locally, the distributor would then place an internal order with the manufacture/factory for the parts in question.
  
  We were informed of a new order placed by your dealer PO 2618674 which was expedited on case E-153090. Due to production/material issues your replacement ******************* HC14CR231 should ship the end of February. If you are unable to wait for the part to arrive, please have your dealer contact the local distributor service manager for alternative options.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************