Business Profile

Air Conditioning Equipment

Carrier Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/07/2025
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.
In November 2021, I bought a house from KB Home, which came with a Carrier ** unit installed. The home cost $350,000 - though I'm not sure of the exact price of the ** system.About 2.5 years later, the Carrier ** unit leaked a ton of water into my attic, which flooded my ceiling and caused water damage. The cause was the evaporator coil. I had to pay $900 to repair this nearly-new system. I've tried to work with Carrier to get them to at least pay for the water damage, which I've been quoted at $500 to repair, considering that this was entirely the fault of their faulty part. They have continually ignored my requests, over the past almost 4 months now, and refused to help. I feel I have no recourse left but to submit a complaint here.Tracking # provided is my Carrier complaint #. For all the good submitting that to them did me....
Business Response
Date: 02/20/2025
Dear ***** *******,

Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty Carrier provided on (Model: CNPHP4821ALA, Serial: ********** & Model: CA16NA04800G, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. A standard 5-year warranty is provided to all subsequent owners. 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 these options were not transferable when you purchased your home.

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.

As is stands, the warranty does not cover any special, indirect, or consequential property or commercial damage of any nature whatsoever. A claim will need to be submitted to your homeowners insurance provider regarding property damages. Please refer to the warranty card provided for more details.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 03/12/2025
Apologies - I didn't manage to get around to responding in time. However, I've decided to let Carrier off with this one. To their credit, they did replace the evaporator coil under warranty.
I'm still ****** the issue damaged my home. But I suppose that anger should be better directed at ************ A/C - who installed the system with a drip pan that wasn't big enough to catch drips. And who charged me the full $900 to replace the part.
In any case, that's all I have left to say on this case.
Business Response
Date: 03/20/2025
Dear ***** *******,

Thank you for your recent response.

We appreciate you taking the time to reach out to us regarding your experience, as well as your patience and cooperation with this matter. Should you need any assistance in the future, please contact our ***************************** at ****************.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation| ********************************************************
Initial Complaint
Date:02/06/2025
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.
This is concerning a warranty issue with Carrier corp . I purchased a mini split unit through Cool Breeze HVAC comp in ********* ** Oct 23rd 2023 , they installed it with a 10 year parts warranty, unit stopped working , compressor is bad after 1year and 4 months , Carrier will send replacement but I have to pay 1000 to have Cool Breeze to in stall , there is only 1 year of labor warranty from this company . They reached out to Territory Manager with Carrier he would not send a new condensing unit no reason given , they would send compressor but at my expense to install ! Only after a year and 4 months ? I paid ******* to have new unit installed in 2023 now spending another 1000 to replace a part that should have lasted more than a year Plus , its principle! Dont you stand behind your product? This is my complaint can you help with this?
Customer Answer
Date: 02/10/2025
I noticed in notes you had in dispute, this should be added , dated of purchase HVAC unit 10-23-23 date of complaint unit not working 2-3-25
Business Response
Date: 02/20/2025
Dear **** ****,

Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty Carrier provided on (Model: 38MHRCQ18AA3, Serial: *********** is a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.

Our ***************************** opened case # ******** on 2/6/2025. A one-time good will concession in the amount of $520.17 was extended to you as compensation for half of the total charges for the compressor repair. Please keep in mind that this offer one-time extends above and beyond our limited warranty obligation and will not be offered again for future services.

Thank you for taking the time to reach out to us regarding your experience. I hope that our concession will help to restore your faith in Carrier and our products.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 02/20/2025

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:01/25/2025
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.
We purchased a new home in ********** in July 2022 equipped with a Comfortmaker N95ESN furnace. This company is owned by Carrier and goes by International Comfort Products (ICP). On February 11, 2024 we began to have issues with said furance. Unfortunately, the parts that are needed to fix my unit are on back order and my furnace can not be fixed since then. I contactedICPin March 2024 since the ordered parts are on back ordered and there isn't an *** on them. I let *** know that my home is about 2300 sq feet, I have small children, and the weather outside during winter gets to 33/34F in the mornings and nights making my home cold and uncomfortable for my children and due to this I need my furance fixed asap. An ICP agent opened a case for us (case number ********) and asked me to have my HVAC technician fill out the questions regarding the parts needed so that *** could search nation wide to see if they can locate the parts at another distributor, since their system showed that the parts are not available at my local distributoror or in all of the state of **********. Since opening a case with ***, I have had various calls and emails to *** regarding my issue which still isn't fixed. It has been almost a year now and I just get the run around that I need to keep checking with my local distributor and make sure I expedite the order. How do you expedite parts that are on back order? I have also questioned *** agents about the availability of parts for my furance as it shows on the Comfortmaker website that my furance model has been discontinued. They assure me that parts will be available, but they do not know when. I also asked about their ****************************** Warranty" on their website. However, they won't talk to me about their hassle free warranty until all suggested parts, that are on back order, have been replaced. *** doesn't care about their customers and doesn't stand behind their **********************, or their ****************************** Warranty."
Business Response
Date: 02/21/2025
Dear Velvet ********,

Thank you for contacting the International Comfort Products (ICP) through the Better Business Bureau. On behalf of ***, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty ICP provided on Model: N95ESU1002122A1 & Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include unit replacements, 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 spoken with our distributor service manager in **********, and he advised he has been in contact with your service provider and the required parts were provided. Our records indicate BAJA Heating and Air Cond. filed a warranty claim on 2/18 for the replacement parts.

Pertaining to the ****************************** Warranty" that you stated is listed on "their" website. Your Model N95ESU does not qualify for the "No Hassle" warranty. I have attached a copy of your warranty card for your records.

Should you need further assistance please reach back out to our office **************.

Thank you,

**** ***** | Consumer Liaison- Executive Offices | International Comfort Products | ********************************************************

Customer Answer
Date: 02/24/2025

Complaint: 22856060

I am rejecting this response because: parts took over a year to be available and replaced. Even after replacement parts have been installed I am still having problems. Awful customer service response through whole process. I do not recommend this brand or any other brand from Carrier.

Sincerely,

Velvet ********
Business Response
Date: 03/03/2025
Dear Velvet ********,

I am sorry to hear you are still experiencing issues with your equipment.

Can you please advise when you dealer was last out to your home?
Please provide an updated diagnosis as to what issues your equipment is currently experiencing.

Once I have the above information, I will engage our distributor service and ask that he contact your dealer to offer additional support.

Thank you

**** ***** | Consumer Liaison- Executive Offices | International Comfort Products | Email: ********************************************************
Initial Complaint
Date:01/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a new heat pump unit in 2007. Model number 25HNA948A300, serial number 4807E0758. No problems with the unit until 2018. On August 2, 2018, I had a condenser motor replaced by design flow for the amount of $530. On July 23, 2020, I had another condenser motor replaced in the same unit By the same company for $1254. On January 10, 2025, I had yet another condenser motor (same unit, same company) replaced for $1236.I called carrier corporation to inquire about the condenser motors and why they kept failing. The answer I receive was to contact the installer (design flow) and see what the diagnostic testing showed. In contacting design flow, I was told unfortunately, he said the issues with the motors seems to be in the module the brain portion of the motor and is not something we can test to see what is causing the issue. The motor connects to the control board and we can only check high voltage on ******* with that being said, my complaint is, why are they putting these motors in if they are failing so quickly. I feel the customers are being taken advantage of. I would think they would know their motors need to be checked better or made differently. If they keep failing, there is a problem. The warranty doesnt last long enough to cover this. I would like to receive at least part of my money back if not all.
Business Response
Date: 01/30/2025
Dear ***** ********,

Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty Carrier provided on (Model: 25HNA948A003, Serial: 4807E07598) was a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. I have attached a copy of your warranty card for your records.

If you could please provide me with the following information, I would like to engage our local distributor service manager to assist your dealer with establishing a root cause of the failures and ensuring the problem has been addressed. He will work directly with your dealer to provide factory support. Your dealer should be contacting you with any updates and/or next steps as needed.

- Name and phone number of installer
- Name and phone number of current servicer
- Current diagnosis
- Maintenance and service documents

We appreciate your cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 01/31/2025
**** from Design Flow was the installer and did the current service on it. The diagnostic information is on the picture of the invoice. I was told that the brains of the condenser fan failed.
Design Flow ************
******************
Customer Answer
Date: 02/06/2025
Date Sent: 1/31/2025 7:00:57 PM
**** from Design Flow was the installer and did the current service on it. The diagnostic information is on the picture of the invoice. I was told that the brains of the condenser fan failed.
Design Flow ************
******************
Business Response
Date: 02/12/2025
Dear ***** ********,

Thank you for your recent response.

I have sent your case to our local distributor service manager and requested he contact Design Flow to offer factory support with establishing a root cause of the failures. Please reach out to Design Flow for any updates or next steps as needed.

We appreciate your patience and cooperation.

****** ******
Consumer Liaison - Executive Offices
Carrier Corporation
Customer Answer
Date: 02/18/2025
I spoke with **** from Design Flow today (2/18). **** had informed me that he had spoken with someone from Carrier. The answer he got from Carrier was they were not sure why this part kept breaking and there wasnt really any test they could do to find the problem. They also said that the circuit board could be replaced and that might fix the problem. So if I replace the circuit board that could cost $2000, for a maybe fix. If Carrier would like to replace that board for me, fine. I dont feel that I should have to pay for that and it not be a guaranteed fix.
Customer Answer
Date: 02/19/2025

Date Sent: 2/18/2025 5:41:15 PM
I spoke with **** from Design Flow today (2/18). **** had informed me that he had spoken with someone from Carrier. The answer he got from Carrier was they were not sure why this part kept breaking and there wasnt really any test they could do to find the problem. They also said that the circuit board could be replaced and that might fix the problem. So if I replace the circuit board that could cost $2000, for a maybe fix. If Carrier would like to replace that board for me, fine. I dont feel that I should have to pay for that and it not be a guaranteed fix.
Business Response
Date: 02/24/2025
Dear ***** ********,

Thank you for your recent response.

I am very sorry for the problems you are having currently; however, your system is currently out of warranty since 2012. As the homeowner, you are responsible for any charges associated with the repair of your equipment. Please keep in mind that, on average, ************ can last between 15 to 20 years. However, this can vary depending on factors such as maintenance, usage, and environmental conditions. If your system is approaching or has exceeded this typical lifespan, it may be worth considering a replacement to avoid potential breakdowns and inefficiencies.

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. As it stands, there are no known defects for model 25HNA948A003 and Design Flow has informed us that no annual maintenance has been performed on the unit. They will need to continue to work with their technical support team to troubleshoot this issue to ensure the root cause of the problem has been identified and addressed.

We appreciate you taking the time to reach out to us regarding your experience.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 02/28/2025
In talking with ****, the technician with design flow, he had told me that my unit would probably last at least another five years. He also told me that everything was working perfectly. The unit didnt show any signs of deficiencies.
I completely understand the warranty of my unit. The problem I have, is that its not different parts that are going bad because its getting old, its the same part.
So, with that being said, put the shoe on the other foot. Im sure you can understand my frustration. It sounds to me that youre really not willing to find out what the problem is, and why your part keeps failing.
I will say Im very disappointed in Carrier. I dont think you look out for your customers.
Customer Answer
Date: 03/06/2025
Date Sent: 2/28/2025 3:14:19 PM
In talking with ****, the technician with design flow, he had told me that my unit would probably last at least another five years. He also told me that everything was working perfectly. The unit didnt show any signs of deficiencies.
I completely understand the warranty of my unit. The problem I have, is that its not different parts that are going bad because its getting old, its the same part.

So, with that being said, put the shoe on the other foot. Im sure you can understand my frustration. It sounds to me that youre really not willing to find out what the problem is, and why your part keeps failing.

I will say Im very disappointed in Carrier. I dont think you look out for your customers.
Business Response
Date: 03/06/2025
Dear ***** ********,

Thank you for your recent response.

I understand this situation may be very frustrating for you, and I am sorry that we have not addressed your concerns to your satisfaction.

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.

Technical support is available to your service provider through their local distributor. In my previous response, I explained that your dealer would need to contact their technical support team for assistance with establishing a root cause of the failures. Typically, technical support will request a detailed service history, technical data and other pertinent information from your dealer in order to provide factory support with troubleshooting and establishing a resolution.

Please have your service provider contact their distributor for assistance.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
Initial Complaint
Date:01/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Carrier World Headquarters **************************************************** Re: Broken **** System/Unit Dear Carrier: On December 27, 2024, I reported a problem with our **** unit to ****** Heating and ************************* (******) our local Carrier **** expert, located in ********. On January 8, 2025, ****** came out to inspect, diagnose, and repair the problem. After that first visit, the problem persisted. ****** has made 3 additional service visits on January 10, 14, and 17. ****** has communicated to us that they have been in contact with Carriers support team and have performed all the remedies Carrier suggested. Unfortunately, the problem has not been fixed.The **** system is not able to heat my home and according to the error messages produced by the system, there is a heat pump failure. The heat pump failure is causing the system to switch to auxiliary (electric) heat to heat my home, which has become the main source of power to heat my home. This has caused an increase in my power bill for December/January. Our bill is over $1000.00 for this month which is over $700.00 more than my highest monthly bill. We have regular maintenance on our **** system, which is performed by ******. We have not used our **** system in a way that would cause any damage. To resolve the problem, I would like your assistance in repairing the **** unit by replacing the defective parts and testing the operation of the new part to confirm the unit operates as expected and can heat our home without relying on the electric heat produced by the auxiliary heating unit for extended amounts of time. I would like you to work directly with ****** or send your Carrier team out to repair the unit. I look forward to your reply and a resolution to my problem. I will wait until January 24, 2025, before I contact my state consumer protection office or get other help. Sincerely, ***** and ****** ******* ******************* ************
Business Response
Date: 01/30/2025
Dear ***** and ****** *******,

Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty Carrier provided on (Model: GH5SAN43600A, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. I have attached a copy of your warranty card for your records.

I have engaged our local distributor service manager and requested he contact your installer, ****** Heating and Air Conditioning, to offer factory support and assistance with establishing a resolution. ****** Heating and Air Conditioning should be contacting you with any updates and/or next steps as needed.

We appreciate your patience and cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 02/05/2025

Complaint: 22838585

I am rejecting this response because:
Although ****** has replaced the compressor, last Friday. Thank you. This morning I received the same error message from my thermostat reading "THERE MAY BE A PROBLEM WITH YOUR HEAT PUMP, AUXILIARY HEAT RUNNING TOO LONG ABOVE TEMPERATURES OF 32 DEGREES.
It hasn't been a week since the compressor was replaced and we are getting the same message.

Sincerely,

***** & ****** *******
Business Response
Date: 02/05/2025
Dear ***** and ****** *******,

We have passed along the new update since the compressor was replaced to our distributor service manager (DSM). We have asked them to follow back up with ****** and provide additional tech support and assist with a resolution.

****** Heating and Air Conditioning should be contacting you with any updates and/or next steps as needed. We will follow up with you as well as soon as we receive an update from our DSM.

We appreciate your patience and cooperation with this matter.

Thank you,

**** ***** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
Initial Complaint
Date:01/18/2025
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.
trying to get help from this manufacture because their supplier doesnt want to help me with a heat pump/furnace that doesnt ork, they have said now after contacting a few times that a local manager will contact me but hasnt and then a supervisor but he hasnt either, lm still in a cold house and they dont seem to care about their product having a warrantee or their supplier/installer or me. Poor product and even worse service
Business Response
Date: 01/22/2025

Dear ***** Kompter,

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 your installing contractor.

Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

The warranty Carrier provided on (Model: FJ4DNXB30L00, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for length of time as determined by them. I have attached a copy of your warranty card for your records.

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.

Your case was escalated to our district service manager with a request to contact your installer, Infinite HVAC, to offer factory support and request they contact you for service. As is stands, we do not govern any dealers business practices, and we are unable to force them to comply with a request for service. If you are unable to connect with your installer, we would recommend trying to contact another dealer in your area for assistance. I have provided a list of Carrier Factory Authorized dealers below. You can also view a complete list of dealers on our website ******************************.

As always, technical support is available to Carrier authorized dealers through their local distributor. Should they need assistance with diagnostic/repair, please have them reach out to their technical support team.

Aire One KW Heating & Cooling - ************
******************** - ************

Please note that a request for a refund would need to addressed with the installing contractor you purchased the equipment from, as they hold the contract you signed at the time purchase.

Thank you for taking the time to reach out to us regarding your experience.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
Customer Answer
Date: 01/23/2025
again no one says anything to you till BBB gets involved? ***. Carrier cant make manager of area call me like they said to me over phone? They allow certain installers do their installing yet they say they have no control over them? They say l should call one of their other installers, do l have to pay for that or is that still covered under warrantee? l dont understand but the installer has now contacted me so l will see what happens. lf they dont fi it properly will Carrier no give me their installation requirements l need for ducts/plenums and freon lines for court then cause obviously from this l see they dont really care for their product or their installers. As l woke up to 14 degrees in my house with furnace set at 25 running all night with a warning from thermostat ecobee saying auxiliary heat running too long. Great product and service lol. l need to get info like l said about plenum installation requirements for their furnace and freon tube requirements for heat pump cause their response sounds like it needs removing. After lnfinity comes and doesnt do as asked and fix l will need that info.
Customer Answer
Date: 01/24/2025
Date Sent: 1/23/2025 10:11:27 AM
again no one says anything to you till BBB gets involved? ***. Carrier cant make manager of area call me like they said to me over phone? They allow certain installers do their installing yet they say they have no control over them? They say l should call one of their other installers, do l have to pay for that or is that still covered under warrantee? l dont understand but the installer has now contacted me so l will see what happens. lf they dont fi it properly will Carrier no give me their installation requirements l need for ducts/plenums and freon lines for court then cause obviously from this l see they dont really care for their product or their installers. As l woke up to 14 degrees in my house with furnace set at 25 running all night with a warning from thermostat ecobee saying auxiliary heat running too long. Great product and service lol. l need to get info like l said about plenum installation requirements for their furnace and freon tube requirements for heat pump cause their response sounds like it needs removing. After lnfinity comes and doesnt do as asked and fix l will need that info.

Business Response
Date: 02/05/2025
Dear ***** Kompter,

Thank you for your recent response.

As I mentioned, your case has been sent to our district service manager with a request to contact your installer to offer factory support.

As I am sure you are aware, there are many factors beyond the control of the manufacturer that can cause problems to your system. Such factors include product selection, installation of the equipment, electrical, environmental and maintenance issues, to name a few. Our service managers are available to offer support to your installer but ultimately any installation related issues will need to be addressed and corrected by your installing contractor.

Please reach out to Infinite HVAC for any updates, as they will be in direct contact with the local service manager handling your case.

We appreciate your cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 02/05/2025
Again, like l said no response from manager? lnfinity finally did took 3hrs to look and finally did something but yesterday then ran a long time to get to setting l wanted and then couple times after went up then down then up to get to setting, why? then today again now running 2hrs after it went down a whole degree even though typically went down only a 1/2 and still running now being up 1/2 degree only, why? and why cant you tell me the info l want that no one seems to, lve been told by other heating people you need balanced ducts with like your installation drawings show that also say you need 3/4 inch lines, is this true? why wont you say if you as a manufacturer recommend this? WHY? too funny you wont say what Carrier thinks your furnace needs? other manufacturers have which is why l think l will be going to court since it doesnt work properly and you or anyone else cant tell me info that wil/can maybe help, it just doesnt seem ANYONE from Carrier or its installers care so time to rip it out and return, thanx for nothing.
Customer Answer
Date: 02/06/2025
Date Sent: 2/5/2025 11:03:46 AM
Again, like l said no response from manager? lnfinity finally did took 3hrs to look and finally did something but yesterday then ran a long time to get to setting l wanted and then couple times after went up then down then up to get to setting, why? then today again now running 2hrs after it went down a whole degree even though typically went down only a 1/2 and still running now being up 1/2 degree only, why? and why cant you tell me the info l want that no one seems to, lve been told by other heating people you need balanced ducts with like your installation drawings show that also say you need 3/4 inch lines, is this true? why wont you say if you as a manufacturer recommend this? WHY? too funny you wont say what Carrier thinks your furnace needs? other manufacturers have which is why l think l will be going to court since it doesnt work properly and you or anyone else cant tell me info that wil/can maybe help, it just doesnt seem ANYONE from Carrier or its installers care so time to rip it out and return, thanx for nothing
Business Response
Date: 02/10/2025
Dear ***** Kompter,

Thank you for your recent response.

For safety reasons, we do not provide technical information directly to the homeowner.Technical support is provided directly to a licensed HVAC dealer. Our district service manager has offered factory support to you dealer, Infinite HVAC, and will continue to provide support as needed.

As I mentioned previously, there are many factors that are beyond the control of the manufacture. Any installation related issues should be addressed with your installing contractor, as they are responsible for the design and application of the over-all installation. This includes ductwork, line sets, zoning, etc

Please have your installer contact their technical support team for assistance.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 02/10/2025
yes thats the problem, your local manager is not helping and YOUR INDSTALLER cant do anything to fix it, installer is not coming to fix it and you and you local manager are obviously not doing anything cause he still hasnt fixed it and then doesnt come to try and fix it again. Well next step is taking them to court and lawyer will get info from you and then items will be returned and all my costs covered for you, local manager and YOUR installer are doing nothing for his and your guarrantee/warrantys. You and everything about your product is useless, thanx for waisting my time and giving me an uncomfortable cold winter! see you in court!
Customer Answer
Date: 02/13/2025
Date Sent: 2/10/2025 12:26:05 PM
yes thats the problem, your local manager is not helping and YOUR INDSTALLER cant do anything to fix it, installer is not coming to fix it and you and you local manager are obviously not doing anything cause he still hasnt fixed it and then doesnt come to try and fix it again. Well next step is taking them to court and lawyer will get info from you and then items will be returned and all my costs covered for you, local manager and YOUR installer are doing nothing for his and your guarrantee/warrantys. You and everything about your product is useless, thanx for waisting my time and giving me an uncomfortable cold winter! see you in court!
Customer Answer
Date: 02/13/2025
l can look up an installation manual and 'see' what is expected and know standards put out by others so was wondering exact numbers but that you dont want to help a customer with, you seem more interested in covering your installers even though thy are poor but thats ok l am looking into a lawyer already and will probably just return it cause obviously your and there warranty is useles lik the product
Initial Complaint
Date:01/15/2025
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 built a brand new home 2.5 years ago. A carrier HVAC system was installed. From the start no matter what filter we used, the unit sucked it in. We live in ******* so we had unit serviced every six months as advised. A month ago we noticed water damage on our kitchen ceiling around air vent, caused by HVAC icing upmy NEW kitchen ceiling around air! January 13 we were scheduled for service. Our service *** stated the unit needs new compressor, coils and stabilizer, and the outdoor unit is covered in rust! It would be 2800.00$ for labor! Carrier refused to assist in any way. There is absolutely no way I should be paying anything! Clearly this is a defective or sub par unit. They were not only rude and dismissive but take no responsibility. A quality HVAC should last between ***** years when properly maintained. Mine is new and needs rebuilt. This unit should be ***laced at Carriers expense. So unacceptable
Business Response
Date: 01/22/2025
Dear ******* and ***** *******,

Thank you for contacting Carrier Corporation through The Better Business Bureau.

Our Carrier *********************** reviewed your case and provided the following response on 1/16/2025. I have resent the letter to the email address we have on file:

"Dear ******* and ***** *******,
Thank you for contacting the Carrier ***********************. 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.

The function of the *********************** is to review a consumer's file to determine if the decision made by the ************************* was appropriate. Typically, a homeowner will escalate to the *********************** if they feel the decision made was incorrect and would provide information and supporting documentation to support their position.

The warranty Carrier provided on (Model: CH14NB030P0G, Serial: ********** & Model: FB4CNP030L00, Serial: *********** is a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... As is stands, unit replacements are not included in the warranty. 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.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; therefore, we will be providing a one-time good will concession to you in the amount of $1.000.00. Please note that this special one-time offer goes above and beyond our limited warranty commitment and will not be offered again for any 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 for taking the time to reach out to us regarding your experience. I hope that our concession will help to restore your faith in Carrier and our products.

Sincerely,

****** ****** | *************** Service Specialist | ********************** | ********************************************************"

We appreciate your patience and cooperation with this matter.

****** ******
Consumer Liaison - Executive Offices
Carrier Corporation
Customer Answer
Date: 01/23/2025

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:01/14/2025
Type:Product 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 have 3 new Carrier ******************************** in my home. All 3 systems have been installed over the past 4+ yrs. One of the systems was installed in Dec 2020 (approx 4 yrs ago). During the past 4 yrs, I have had to make the 3 expensive repairs totaling about $2000 for that system. All sane humans would agree that this is absurd for an expensive, brand new Carrier system with a 10 yr warranty, so I contacted Carrier **************** at their ******** HQ in *************** ** in Nov ************************************** for these outrageous repair bills charged by their local authorized dealer. Carrier responded by email and created a Case No. for my issue (Case #********). They stated that they needed copies of the work orders and receipts and then they will evaluate my request. I replied to their email and sent all the requested documentation to them in Nov 2024 (2 days after they asked for it). When Carrier saw that I actually had all the documentation to support my claim, they stopped responding to my emails completely. All four of my follow-up communications (documented by emails which I have) in Nov and Dec have been completely ignored. No response of any kind. This is a totally unsatisfactory way for a reputable business to operate and needs to result in a documented customer complaint regarding their unresponsive customer service and support.
Business Response
Date: 01/17/2025
Dear ****** ********

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 maintenance, to give many years of good service.

The warranty Carrier provided on Model: 25HCE418AP03 / FB4CNP018L00 & Serial: 2520E31240 / ********** is a 10-year limited parts only warranty from the date the equipment was installed for the original owners. 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.

Our records indicate there has been one warranty claim filed against the above two units. The only warranty claim filed by ************************************ was on 11/1/2024 for a replacement ********** Any prior repairs were not claimed under warranty. We would suggest following up with your service provider and confirming you were not charged for the replacement parts for the repairs completed on 7/11/2023 and 10/16/2024. Your technician also noted that they recommended a High Voltage Surge Protector in case power surges are causing these issues. In the past we have seen High Voltage Surge Protector help prevent failures during power outages and storm surges that have shown similar previous repairs.

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 to help offset the service and labor charges for your recent ************ repair. This offer goes above and beyond our parts only warranty.
Please reply to this Better Business Bureau communication 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: 01/19/2025

Better Business Bureau:

I have reviewed the response made by Carrier Corp in reference to complaint ID ********, and find that their proposed resolution of a $500 payment to me is satisfactory. As requested by Carrier in their response, I am providing the following info so that Carrier can send me the settlement check:
Name on check: ****** ********
Mailing Address: ********************************************
Email: ****************************

Sincerely,

****** ********
Initial Complaint
Date:12/19/2024
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.
A/C unit was 1 yr old in Oct. It quit working on 11/03/24. *********************** is the company I purchased it from and they installed it. They came out right away and determined they had to order an alum. evaporator coil and they expedited the order on 11/04/24. I ended up calling Carrier and got a case number also. First they told me the part would be in by the end of Nov. and that didn't happen. Then ******* had been told that it would be another week with no luck. Today ******* said the latest was that the next notification would be Jan. 13th. I called Carrier again and talked with ******** and she said that the email she had said it was shipped. I asked her where it was coming from and when was it expected and she had no answers. I told her this was unacceptable and that she needed to let management know that I was very dissatisfied. The *** of money paid was to *******, not Carrier
Business Response
Date: 01/03/2025
Dear ******* ********,

Thank you for contacting the Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced.

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.

On 12/18/2024, we confirmed with our factory that the replacement coil (Part #******-75109) has been shipped and invoiced. The coil would be shipped directly to the local distributor from our warehouse. Your dealer will need to work their supplier to obtain the replacement part and proceed with the repair.

Thank you for taking the time to reach out to us regarding your experience.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************

Customer Answer
Date: 01/03/2025

Complaint: 22712280

I am rejecting this response because:
Where is the part if it was shipped on 12/18/24. When I called Carrier and spoke with ******** she said it was shipped but could not tell me when it was expected. It's been 2 months now how many more months do I have to wait.
Sincerely,

******* ********
Business Response
Date: 01/15/2025
Dear ******* ********,

Thank you for your recent response.

I have confirmed again with our parts department that Replacement Coil 348000-75109 shipped on 12/14. ******* EXPRESS ********** delivered the part to Carrier Enterprise in ************* on 12/18. I have also checked our inventory and we currently have Qty 3 of coil 348000-75109 in stock and available to ship. If the distributor did not receive the part as our records indicate, they will need to place another internal order with our factory.

Please contact your dealer directly and request they contact their distributor, Carrier Enterprise, to obtain the replacement part.

Thank you for taking the time to reach out to us through The Better Business Bureau.

Sincerely,

****** ****** | Consumer Liaison - Executive Offices | Carrier Corporation | ******************************
Customer Answer
Date: 01/15/2025
I called into the BBB, because they found the part and my unit has been fixed
Initial Complaint
Date:11/20/2024
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.
Carrier owes me $349.36 from a warranty claim submitted months ago case number: ********. They have yet to pay. Pay your bill please within the next 10 days.
Business Response
Date: 12/02/2024
Dear ******* ******,

Thank you for reaching out to us through The Better Business Bureau. On behalf of Carrier Corporation, I apologize for the delay in processing of your concession check.
I was able to verify the status of your concession check with our accounting team and confirmed it is in paying status as of 11/21/2024 and will be sent through ****. Please reach back out to us if you do not receive the check in 2-4 weeks.

Thank you,

****** ******
Consumer Liaison - Executive Offices
Carrier Corporation
Customer Answer
Date: 12/03/2024

Better Business Bureau:

This matter has been resolved to my satisfaction. Thank you.

Sincerely,

**** ******

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