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:10/30/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my home which already had a ****** system installed in sometime around 2020. Had I known that there thermostat system was proprietary, I would not have purchased it. It is considered a high-end system and uses proprietary ABCD wire connections to their thermostat. Since it is proprietary, I cannot install ANY OTHER THERMOSTAT. According to them, this is because they have a unique system that is optimized to work well and efficiently. However, clearly, there is no development team maintaining their Alexa ****** despite continuing to advertise it on their website and on the ******************* So, it very rarely functions correctly. As of 10/30/2024, it is not working again despite following their directions for setup. This has been an issue for the past 3 years. There are hundreds of people who have made mention of this in the past and continue to be upset and unable to utilize the product as it has been advertised and without any alternative. This is false advertising and a scam. If you have to make everything proprietary, then it must be maintained and functional at least.
Business Response
Date: 11/13/2024
Dear *** ********,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment/Alexa ***.

I have engaged our thermostat specialist, and I believe our Thermostat Team Lead Sharayna reached out to assist with your concerns. From my understanding she has collected some additional information and has escalated your case out to our digital team for further review.

Please use Sharayna as your point of contact for further assistance with your Alexa *** and thermostat device. She will provide direct updates as soon as our digital team has any updates.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer Answer
Date: 11/13/2024
Complaint: 22495281

I am rejecting this response because the original issue has not been resolved.
I will happily mark this as resolved once my thermostat is working as advertised. I really appreciate Sharayna reaching out to me about the issue. She was kind and sincere. That said, troubleshooting didnt work and the larger issue is a lack of quality assurance testing of the thermostats software integrations. It seems based on online reviews and forums, that all of these connex thermostats have regular connectivity issues. The customer base, who has invested many millions of dollars in your heating/cooling systems deserve a long term solution. If you can commit to maintain the smart home integrations for the reasonable life of the product, then Ill be happy to mark this issue as resolved on my side.
Sincerely,
*** ********
Business Response
Date: 11/25/2024
Our IT team is currently working on Mr. ********** concerns under Ticket INF-7083. Our thermostats team lead has been asked to keep Mr. ******** updated as soon as we receive any new information pertaining to his thermostat issues.
Thank you
Customer Answer
Date: 12/05/2024

Complaint: 22495281

I am rejecting this response because:

I will not accept the response until the issue is resolved. We are working on it is not a resolution to an issue. They have a team dedicated to maintaining these features, so ostensibly, they are always working on it. I will mark this as resolved once the Alexa ***** works as advertised for at least one day.

Sincerely,
*** ********
Initial Complaint
Date:10/25/2024
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.
5/22/24 Carrier hvac equipment installed by carrier authorized dealer, Mobile Air went horribly wrong. 3 inexperienced guys 13 + hour install. Left us in misery, high heat and humidity and filth in house and garage. The unit rattles, they installed black weather stripping in the coils to try to stop the rattle. the top of condenser cover had broken feet and will not stay in place. The new installed system raised my electric bill 3 x higher. The unit is not operating efficiently. We have given their dealer ample time to remedy. We placed numerous to Carrier call center and they said they opened up case # **** 2461 but no one ever responds. We asked to speak to carrier executive office they get run around and no assistance. We asked carrier to honor the 100% satisfaction guarantee immediately. They have ghosted us.
Business Response
Date: 11/06/2024
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.

The 100% Satisfaction Guarantee is offered through our Carrier Factory Authorized Dealers only. This option would have been discussed with you at the time of purchase and corresponding paperwork would have been signed. As we previously discussed, ************** is not a Factory Authorized dealer; therefore, this option would not be available to you. I am very sorry.

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.

Our district service manager has reviewed your case with both the installing contractor, **************, as well as ******************************, and both parties have confirmed there is no issue with the equipment. Given that you feel this diagnosis is incorrect, it has been advised by our *********************** that you have a licensed HVAC technician out to the home to do a full diagnostic of the equipment and provide a report back to the service manager for further investigation. As it stands, we have not received any of the requested information and are unable to escalate this matter further without indication of faulty or malfunctioning equipment.

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

Sincerely,

**** ***** | Consumer Liaison- Executive Offices | Carrier Corporation | ******************************
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a Carrier Infinity system in 2019 and every year when there is any lighting around (even if there is no rain), we have to run to our circuit breakers to shut off the power to both our Carrier Infinity unity, otherwise the boards get destroyed! The unit was installed in May 2019, within 4 month we already had 2 service calls regarding the circuit board being blown, (Simple procedure 10 minutes to change out the board, seen it done already 5 times!) every year consistantly this happens! This year On October 1st at 5:12 PM, we had the same issue, the board is blown out again.When I called for service (ARS Tampa Bay/Rescue Rooter) even under warrenty the parts are covered, but the labor is what I am responsible for and I understood that. The Issue here is what they wanted to charge me. I was told that the parts are covered but the labor is for the 2 boards will be $1,850 for the labor, a ten minute job for each board, total of 20 minutes maximum! Is *** trying to re-coup for their loss of profit from my situation? Less than 30 minutes and I have already paid the technician $109, for his visit, and he said that payment has nothing to do with that $1,850 labor charge! We have two wrongs here: 1) Carrier is needed to be responsible for their products, is this a lemon product, is there a recall or newer upgraded unit due to this issue? Can't do this every year, it is very stressfull, I cant leave the home, no vacation, we have to baby sit our airconditioner every year or else! 2) *********/Rescue Rooter needs to stop overcharging customers, just because they can! (That's more than $3,600 per man hour!) Their technician even tried to contacvt their supervisors, I had 5 listed on my phone. the techsaid 3 has already left the company and the other 2 I can try to call, called but no reply, left messages. Seems as nobody wants to discuss their highly overpriced man hour prices with me.
Customer Answer
Date: 10/15/2024
These are the model and serial numbers of the outside unit and the inside unit. I have the units for 5 years and going through 6 replacement circuit boards, Ridiculous!!
Initial Complaint
Date:10/08/2024
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 have a Carrier HVAC system that was installed on July of 2015. The unit included a 10-year warranty. In August of 2023, the blower motor malfunctioned and needed replacement. The part was under warranty, but we had to pay for labor which was $305. This September 2024, the blower motor again malfunctioned and had to be replaced only after about one year and 3 weeks. Again, the part was under warranty, but we had to again pay for labor which was $355. We have now paid a total of $655 out of pocket for a part that was under warranty. I reached out to Carrier, but they said labor is the responsibility of the customer and they were unable to assist us. All documentation for the repairs including the system and the warranty registration are attached. We are very disappointed that Carrier refuses to reimburse us for the installation labor for a warranted part. I guess if this motor again fails next year, it will still be under warranty, but we'll again have to pay for the labor to install it. Evidently, Carrier does not stand behind their equipment and when their equipment fails, refuses to make it right with the customer.
Business Response
Date: 10/21/2024
Dear ******* *******,

Thank you for your recent complaint filed 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: 50VR-A42---3-TP & Serial: ********** was a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. Your parts warranty for a subsequent homeowner expired 7/25/2020.The warranty claim processed by your dealer on 8/31/2023 was filed under the prior homeowner's name and has been flagged and the warranty department has been notified of a title transfer.

We are very sorry to hear the blower motor has failed again. We would suggest that you ask your servicer to contact the local distributor and speak to the technical support department and see if they can determine the root cause of the failure.

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; however, no compensation or concessions will be extended to you.

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

Thank you,

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

Customer Answer
Date: 10/25/2024

Complaint: 22395146

I am rejecting this response because:
Obviously, Carrier does not stand behind their equipment. When I am in need of a HVAC replacement, I will certainly not be selecting a Carrier unit, and I also will not be recommending Carrier to any family, friends or acquaintances. I'll be sure to select a manufacturer that stands behind their products and honors the full warranty, no matter who the title of said equipment transfers to.

Sincerely,

******* *******
Business Response
Date: 10/31/2024
Dear ******* *******,

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. Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data for the warranty time frame.

The warranty Carrier provided on Model: 50VR-A42---3-TP & Serial: ********** was a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. Your parts warranty for a subsequent homeowner expired 7/25/2020.
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; however our decision remains unchanged, no compensation or concessions will be extended to you.

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

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/31/2024

Complaint: 22395146

I am rejecting this response because: company replied with the exact same response they previously sent on 10/21 which I've already rejected and responded to on 10/25. My response remains the same.

******* *******
Initial Complaint
Date:09/28/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3-16-23 I had a new ****** system installed. On 4/2/24 I registered my product warranty. On 6/11/24 my system stopped cooling due to an evaporator coil leak. I have had no assistance, just a lot of run around trying to get a warranty replacement part. Please assist. Thank you.
Customer Answer
Date: 09/29/2024
I have been in regular communication with (ADP) Advanced Distributor Products and CE (Carrier Enterprise) ******************************************. However, information has been conflicting and I have not received the service nor replacement part I am entitled to for several months now. This is completely unexceptable.
Business Response
Date: 10/09/2024
Dear Schanika ********,

Thank you for contacting the Carrier through the Better Business Bureau. They have reviewed your file and asked that I respond.

I have reviewed the attached warranty certificate, and the coil referenced is for a competitor's brand ***. Carrier is not the manufacture for ADP coil.

We would suggest contacting BBB and advise this complaint was forwarded to the wrong manufacture.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/09/2024

Complaint: 22354327

I am rejecting this response because:
I purchase the coil from you. And I have been denied getting the part replaced by you. I was specifically sent to you by ***. Most recently as last Monday, II called and complained again. Someone at your store in ********, ********, on ******************* took the part number I was given by *** and said they ordered it for me. It came on last Friday. My HVAC tech went to pick it up. It was the wrong part!! I'm not sure how that happened when the part number given was specifically the number that I gave them for the coil that I needed. Now I'm being told to wait until this Friday to speak to a store manager! Why???? This is unacceptable!! My complaint is with you ..Carrier Enterprise. Mail me my warrenty replacement part please . Thank you.
Sincerely,
Schanika ********
Customer Answer
Date: 10/11/2024
The problem I am having with my local Carrier branch is they are not honoring my warranty on the coil even though they sold it to me because they said they are no longer doing business with ***. ADP said they must honor the warranty and the Carrier warranty department said they must honor it. However I have received no service at all, for 4 months now. Just a huge run around and inconvenience. Because the **** at the local store are saying they not know how to move forward in assisting me. Please advise. Thank you.
Business Response
Date: 10/21/2024
Dear Schanika ********,

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 local distributor ****************** an independently operated and owned company. They sell products manufactured by other companies. You will need to work with Advanced Distributor Products (ADP) directly and ask them to advocate on your behalf as they also have the same relationship with CE Mid-Atlantic in ************

Should you have issues with your Carrier or ****** branded equipment, we would be more than happy to assist you. Per ADP website that can be contacted at ************.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Business Response
Date: 10/21/2024
This complaint has been submitted to Carrier Corp incorrectly and is regarding a different manufacture, Advanced Distributor Products (ADP).
Initial Complaint
Date:09/27/2024
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.
Purchased their defective product (water leak detector) Jan 24. Called tech support. Nothing worked. *** said hed send ***lacement but didnt. Called weeks later, no record of it being sent. Eventually sent item and it didnt work. Called again. After numerous calls over months (not all were documented by Kidde support, which is run by ********), *** said shed request refund and asked for receipt. She said it would be 2 months latest that my request would go through. At 2 months, I called AGAIN and was told request was never approved because receipt didnt show any item (just a dollar amount). I forwarded my original email from 2 months earlier, and *** said the previous *** failed to include the item that was clearly printed on my receipt (sotheir error). I said Id waited long enough (8 months now, and countless HOURS of my time on the phone) and I wanted my $26.99 refund now. She then got another person involved who said their records show the original *** never said I had to return the items in order to get a refund. I obviously no longer have defective items (WHY WOULD I??!) as its its been MONTHS, and no one told me to send them back. Also, sending back would cost significant money (gas, time, printing, shipping supplies). Another *** got involved and demanded I mail back both defective items, or I would not get a refund. When I pushed back, that agent had the corporate legal team draft me an extensive 3-page settlement agreement, which included a gag order, and stated I am required to sign it to receive a $26 refund on their faulty product (note they even shorted me a dollar in their legal docs). Their legal agreement states I have the right to obtain an attorney (est. cost $1,500) to review their legal doc that I must sign to receive $26. Of course Im not signing it.
Business Response
Date: 10/09/2024
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 the Kiddie support team. Carrier takes customer satisfaction very seriously and I am sorry it's been so difficult to receive your refund.

Carrier would like to provide you a one-time good will concession in the amount of $26.99 to refund your out-of-pocket cost for the defective Smart Leak Detector.

Please reply all 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 ***************************************** If you would like to cc ****************************** I will confirm once we have received the secondary verification.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/09/2024

Complaint: 22347871

I am rejecting this response because: The company's response says they will refund me if I send my name and address to them by hitting "reply all" to "this email thread." However, there is no "email thread." It's merely a response in the BBB complaint, with no "thread," and no option to "reply all." Also, the company clearly already has my name and address. Their response also reads, "the accounting audit department requires a secondary sourced name and address validation." This sentence is gobbledygook that makes no sense, so I couldn't possibly have any idea what they're actually trying to say.

Sincerely,

***** *******
Business Response
Date: 10/21/2024
Dear ***** *******,

Carrier would like to provide you a one-time good will concession in the amount of $26.99 on behalf of ****** to refund your out of pocket cost for the defective Smart Leak Detector.

Please reply to this email from BBB 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 department requires a secondary sourced name and address validation to activate processing your concession payment. The reasoning for this secondary validation process is for auditing purposes and is required to be completed before any concessions can be issued.

After receiving this response, our accounting department will be reaching out to you with a CF # in a separate email, asking you to confirm your name and address by sending an email to ******************************************************************. If you would like to cc ****************************** I will confirm once we have received the secondary verification.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/21/2024

Complaint: 22347871

I am rejecting this response because: The company has made it literally impossible for me to receive a refund. The company states that I need to respond to the BBB "email thread" and provide my name and address, to which they wrote in a form with lines to fill in. However, there is NO email thread (as I stated in the previous reply). There is no way for me to write my name in the lines they provided. I am only able to read their response. There is literally no way to respond with my name and address (WHICH THEY ALREADY HAVE) because my only options are to "accept" or "reject" the company's proposed resolution. If I hit "accept," there is NO WAY for me to provide my name and address because "accept" CLOSES the case; and does NOT provide any way for me to respond with my name and address. I will type in my name and address in this box; however, I certainly don't want it public, and I have no idea if the company will see it. They are clearly unable to comprehend what I'm writing.
***** *******
****************
*******, ** 14519

Sincerely,

***** *******
Customer Answer
Date: 10/23/2024

***** ******* <*********************************>

Re: BBB complaint 22347871

I have responded to this repeatedly. For the umpteenth time, my name and address, which is the same name and address on the BBB complaint that you have:

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

Please confirm that you have received this and will be sending the check, so I can close out the complaint.

Business Response
Date: 10/31/2024
Dear ***** *******,
Thank you for verifying your name and address. I have submitted your case ******** to our accounting department to start your refund process. Please keep an eye out for an email from our accounting department with the ** # and request for their secondary validation.
Should you need further assistance please reach back out to our office **************.
Thank you,

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

Customer Answer
Date: 11/12/2024

Complaint: 22347871

I am rejecting this response because: I've followed all of their instructions and the latest message from them pretends they never received my email verification, which affords them a phony excuse to not send my refund. Per their latest instructions: "If you would like to CC ******************************************************** on your email back to ****************************************************************** , our department will be able to see you have sent the email." I sent that email on November 1 and CC'ed ******************************* yet it's clear by their latest message that they did not, in fact, see that I had sent the email. I've received no response, and no confirmation that a refund is on the way. They only keep sending the same message over and over, saying they need email verification. This just goes nowhere. They sent me jumping through hoops over almost a year now, all for a $26 refund for a faulty product.

Sincerely,

***** *******
Business Response
Date: 11/25/2024
Dear ***** *******,
As stated, a secondary validation is required. We have not received your secondary name and address verification. I just sent you another email dated 11/25/2024 from ****************************** requesting you "Reply All". Please see below for a copy of the email sent to you. Our prior request was sent 10/31/2024 that went unanswered.
--------------- Original Message ---------------
From: *********************** [******************************]
Sent: 10/31/2024 5:58 PM
To: *********************************
Subject: CF28141 - Payment Request Address Validation Re: BBB / Carrier MRB Case #******** [ ref:!00D150EI7O.!500Vb0Gd7oP:ref

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

As **** previously advised, the accounting team requires a secondary name and address validation to activate processing of your concession payment. Please send an email directly to **************************************** stating the correct spelling of your name and the mailing address to which we are sending the payment.

Note: The subject should include: CF28141 - Payment Request Address Validation.

Friendly reminder that the 12-week timeframe for concession processing does not begin until the verification of your information is received by our audit team. Please be advised **************************************** is an unmonitored mailbox and does not generate confirmation responses or respond to questions. If you would like to CC ****************************** on your email back to **************************************** , our department will be able to see you have sent the email.

Sincerely,
Consumer Relations Team
Thank you,
**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 11/25/2024

Complaint: 22347871

I am rejecting this response because: As I have said over and over, in every other response... I have repeatedly and exhaustively complied with their request to send the address verification, but they keep pretending I haven't done so. Attached are copies of the many address verification emails I've sent them, ongoing for well more than a month now. They have got me boxed in. They have never provided a phone number to call, so that's not an option, which makes me believe the false claims that I won't verify my address are intentional on their part, designed to provide a false excuse for not sending the refund. At this point, I will be initiating a social media campaign to discuss the fraud by Carrier and refusals to send me a refund, as this has been ongoing by the company for nearly one year now. Any refund, at this stage, will need to be sent by overnight mail with tracking.

Sincerely,

***** *******
Business Response
Date: 12/10/2024
Dear ***** *******,

As stated, a secondary validation is required. We have not received your secondary name and address verification. We have sent 3 different requests to your email ********************************* the first being attached below dated 10/31/24 second being sent 11/25/24 and 11/28/24.
I will be sending one final attempt to the above address f for your secondary name and address verification. The email will be sent from ******************************* please ensure you are hitting "Reply All" as I will have the accounting departments email ****************************************** cc'd to ensure they receive your verification to begin processing your refund.
--------------- Original Message ---------------
From: *********************** [******************************]
Sent: 10/31/2024 5:58 PM
To: *********************************
Subject: CF28141 - Payment Request Address Validation Re: BBB / Carrier MRB Case #******** [ ref:!00D150EI7O.!500Vb0Gd7oP:ref

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

As **** previously advised, the accounting team requires a secondary name and address validation to activate processing of your concession payment. Please send an email directly to **************************************** stating the correct spelling of your name and the mailing address to which we are sending the payment.

Note: The subject should include: CF28141 - Payment Request Address Validation.

Friendly reminder that the 12-week timeframe for concession processing does not begin until the verification of your information is received by our audit team. Please be advised **************************************** is an unmonitored mailbox and does not generate confirmation responses or respond to questions. If you would like to CC ****************************** on your email back to **************************************** , our department will be able to see you have sent the email.

Sincerely,
Consumer Relations Team

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 12/11/2024

Complaint: 22347871

I am rejecting this response because: The company clearly refuses to read my BBB responses, as I've already replied multiple times that I've responded to their address verification requests exhaustively, and provided screen shots as proof of my emailed responses to their verification requests. Additionally, I requested they provide a contact phone number since they're not receiving my emails. Sadly, the person responding does not read any of this, or look at the screen shots, and Carrier keeps sending me the same old tired response claiming that I haven't emailed them back. LOOK AT THE SCREEN SHOTS! READ MY BBB MESSAGES TO YOU!

Sincerely,

***** *******
Business Response
Date: 01/14/2025
Dear ***** *******,
Our accounting department has confirmed your reimbursement was issued on check #********** for $26.99 and was mailed out in the bank run on 12/20/2024. If you have not received your check in 4-6 weeks from the mail date, please contact our office so we can reissue the check immediately.
Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/14/2025

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,

***** *******
Customer Answer
Date: 01/14/2025

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:09/25/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new ******* home in February 2023 with a new *** furnace (FED Model). Since then, I replaced the $300 multivolt transformer twice (July 2023 and Aug 2024) with no assurance it wont happen again. **** HVAC technicians said the replacement was needed because of a flaw in the *** furnace. The flaw specifically is condensation dripping off the drip pan on the transformer and shorting it. Because this is a defect that cannot be fixed - only repaired after it shorts - I'd appreciate *** either replacing the furnace or creating a permanent fix. This is a known flaw in the design and should be rectified.I sent a letter to *** with the same details above. They responded my unit is out of warranty - even though it originally broke during the warranty period. The transformer was replaced, but that is only putting a band-aid on an issue that will keep recurring. (Side note: **** times, the weather has been over 100 degrees when the unit has broken.)Product No: FED003615B001E Model No: FED003615B0 Serial No: ********** A/C Serial No: ***** / 3 ton
Initial Complaint
Date:09/20/2024
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.
Subject: Complaint Regarding Defective Carrier HVAC Units and Unfair Labor Costs Dear Better Business Bureau,I am filing a complaint against Carrier regarding two HVAC units in my home, which is less than four years old. Both units have had significant issues, and Carriers handling of these problems has been unsatisfactory.Issues:Main Unit Condenser Fan Failure: Over a year ago, the outside condenser fan in my main unit failed. Carrier replaced it under warranty, but I had to pay for labor. Shockingly, the same part failed again within a few months, requiring another replacement and more labor costs. Despite this, the fan still hesitates and does not function properly, raising concerns about the quality of the parts.Small Unit Blower Fan Failure: Recently, the blower fan in my smaller unit also failed. Carrier offered to provide the replacement part but not cover labor, even though the fan, which should last ***** years, failed in less than four years.Concerns:Carriers parts, particularly the fan motors, appear defective.Carrier requires customers to use their authorized dealers, who charge exorbitant labor costs and have poor reviews.Carrier offered a $150 credit voucher, but the repair costs $475, with only a 30-day labor warranty.Request:1.Cover the full labor costs for the repair of the blower fan in the smaller unit, in addition to providing the replacement part.2.Guarantee that future repairs will be covered under a longer labor warranty (at least one year) to provide peace of mind and assurance that the issue has been properly resolved.3.Ensure that their credit vouchers are accepted by authorized dealers and that the dealers recommended by Carrier have a proven track record of customer *************** is my belief that Carrier's fan motors have a significant issue, and the company should take responsibility by offering a more comprehensive resolution.Please see the attached file for a more detailed explanation of my complaint.
Business Response
Date: 09/26/2024
Dear ***** Majlesein,

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: 58SC0A110E211120 Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed. Your equipment also has a 20-year parts warranty on the primary heat exchanger. 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.

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; however, without documentation that you had the equipment properly maintained by a licensed HVAC servicer since installation as well as a paid itemized repair invoice, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.

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: 09/26/2024

Complaint: 22316814

I am rejecting this response because:

Sincerely,

***** Majlesein

Heres a respectful yet demanding response you can send to the BBB:
Customer Answer
Date: 10/09/2024
Subject: Follow-Up on Complaint Regarding Carrier No Response from Business
Dear BBB Representative,
I hope this message finds you well.
I am writing to follow up on the complaint I submitted regarding Carrier. I previously sent you the attached file on 09/26/2024, outlining my concerns and my response to business, and since then, I have not received any response from the business.
Please also note that Carrier's corporate office has provided me with a list of local agents to replace the part in my HVAC system, which is under warranty. While I am responsible for the labor costs, I have found that many companies on their list either have poor reviews or are mobile service providers, which makes them difficult to reach. I would like to understand why I am not permitted to choose my own shop for the repair and still receive the replacement part from Carrier.
It seems that Carrier is pushing customers to use their selected service providers, but these companies often charge nearly double what independent shops charge. Additionally, once the company realizes that the part is under warranty, the labor costs tend to increase. These practices need to be addressed, as they are unfair to customers like me.
I am requesting that ********************** allow me to choose my own repair shop, one that can offer a labor warranty. If I were to receive another defective part from Carrier, I should not have to bear the additional labor costs once again. This situation is unjust, and I hope the BBB can help facilitate a resolution where Carrier covers the labor warranty or allows me to work with a shop of my choice.
Thank you for your attention to this matter. I look forward to your assistance in resolving this issue fairly and promptly.
Best regards,
***** Majlesein
Business Response
Date: 10/11/2024
Dear ***** Majlesein,

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: 58SC0A110E211120 Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed. Your equipment also has a 20-year parts warranty on the primary heat exchanger. 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.

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; however, without documentation that you had the equipment properly maintained by a licensed ************r since installation as well as your paid itemized repair invoice, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.

Please note the one-time good will voucher for $150 that was offered by our senior level representative is still available, should you choose to accept. Please note you will need to confirm with the ************ provider you choose to work with to ensure they will accept the voucher and can file warranty claims with the Carrier Distributor. We do not process or reimburse for warranty parts directly to homeowners; your dealer would need to file the warranty on your behalf.

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 and set their own business practices.

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
Initial Complaint
Date:09/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At first Carrier claimed my thermostat was under warranty. Then, they claimed it wasn't. Then, they claimed it was, and told me to get a local company to install the new one that the company received from them, and that they would reimburse me for the $375 the local company would charge to do the swap out. No mention was made that it would take 12 weeks for reimbursement. After I sent Carrier the paid invoice, then I was told it could take their accounting department "up to 12 weeks" to receive a check, because they were "backlogged." After several weeks with no acknowledgement from the accounting department, and no "CF" number to confirm they received the money request, along with yet another requirement that I confirm my name and address, I called and spoke with a senior supervisor (*****). The said she would get back to me, but never did. So, I called again, and spoke with her again. And, again, she said should would confirm and get back to me and didn't. I called again. Talked to another person of unknown status (********). She confirmed the accounting department received the information, but it would definitely be 12 weeks (early December) before I would get reimbursed. Why? Because of ********-***** legislation from 2008. I've worked with this legislation, and there is absolutely no "third party" check-writing requirement for reimbursement to customers. I suspect that the company is just dragging their feet. Multiple people told me that they would make this issuance a "priority." Then, the last person said that the "priority" would be to get the accounting department CF number, and that was it. ******** also said that no further acknowledgement of check issuance would be forthcoming. I've enclosed the invoice I paid, and some of the dozens of email to/from Carrier.
Business Response
Date: 09/24/2024
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.

I understand our verification process for issuing concession checks can be lengthy and frustrating at times. Carrier Corporation is a global brand;therefore, we use a 3rd party network as our e-procurement system for goods and services. This system is set up to ensure any checks we send out are correct and help to mitigate the possibility of return by the *****

I have received confirmation from our accounting team that your check is being scheduled for release and should be sent out by 9/2/2024, at the latest. The check will be mailed through the **** and we ask that you allow them at least 2 weeks for delivery. You can also contact your local post office to request status updates.

Thank you for taking the time to reach out to us.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 09/24/2024

Complaint: 22277679

I am rejecting this response because:
1) Sept (9/2) was three weeks ago.
2) No check has arrived. Where is the check?

3) **** takes maybe 3-5 days at the most. There's no method of "contacting"" **** to find out about a letter that was maybe sent by someone from somewhere. Do you have a tracking number? If so, send it along.
4) I have been repeatedly lied to. First, I was told I was going to get a timely response from the "accounting" group. Then, after speaking with a supervisor twice, I was told it would be a priority and she would get back to me. She never got back to me. When I spoke to another supervisor, I was given some nonsense about how the Sarbannes Oxley legislation was the reason for the delay. I've worked for years with companies that were required to comply with this law, and there's zero requirement for a third party to issue checks, especially for customers in my situation.

Sincerely,

******** ****
Business Response
Date: 09/27/2024
Dear ******** ****,

Thank you for your recent response.

I apologize for the typo in my last response. The check is scheduled to be sent out by 10/2 at the latest. As previously advised, check processing time can take up to 12 weeks once our auditing team receives your secondary verification.The check is then mailed to the confirmed name and address through the *****Please allow the **** at least 2 weeks from date specified for delivery.

If you do not receive the check within 2 weeks from the specified date, please contact our office and one of our agents will be happy to assist you.

We appreciate your patience and cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 09/30/2024

Complaint: 22277679

I am rejecting this response because, it still makes no sense. While I appreciate the apology for the typo, the respondent keeps mentioning "12 weeks" from receipt of secondary verification (why keep mentioning it?), but also says that it will be issued "no later than 10/2." Thus, this secondary verification already took place, as they well know. Additionally, it has never taken 2 weeks for **** mail. How would I know if they send the check out in a few days? Well, they can make a photocopy of the check and include it in their response here when it's issued. Then, I'll accept this response as legitimate.

Sincerely,

******** ****
Customer Answer
Date: 09/30/2024
You closed this because you're taking the word of a company that has lied or mislead continuously throughout this process? They now "claim" that a check will go out in a few days. What if it doesn't? They continually bring up this 12 week nonsense, even though that clearly doesn't apply, and they keep saying that the **** can take two weeks to deliver a letter. When was the last time anyone waited for two weeks for a letter to arrive? Of course, they're not interested in making a photocopy to prove it's going to be sent.
Customer Answer
Date: 09/30/2024
Additionally, and unfortunately as usual, I find that the BBB really does nothing to help consumers.
Initial Complaint
Date:09/11/2024
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 our home on 4/16/21. The homeowner purchased the three units from you guys 2018 and had a warranty on it until 1/29/29.We were assured they were the best of the best and should have at least another 10 years or so of great service from them.Imagine our surprise when we have an issue with one of them and are told that because we weren't the original owners, the warranty expired 1/29/24.Why would it matter who the owners were and especially on such a high dollar item from you guys that was bought for the quality assurance?!? Reading a lot of the forums now and basically, finding out your company is a rip off when it comes to standing behind your product. We were told we could attempt to replace the inverter ($6K+) to see if that's the issue or buy a new unit for over $12-15K.WTH?We have no issue with paying for the labor, but your product should not be failing after 5 years of use.Unbelievable.Bait and switch tactics....
Business Response
Date: 10/09/2024
Dear ******* *****,

Thank you for contacting the Carrier through the Better Business Bureau. They have forwarded me 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.

In 2009, as an incentive to encourage our customers to register their equipment, we offered should a homeowner purchase equipment using Puron (R410a) refrigerant, have the equipment installed in an owner-occupied residential dwelling and register the eligible equipment within 90 days from the date the equipment was installed we would provide an additional five-year warranty enhancement. The warranty enhancement would be provided to only the original owner of the equipment and any subsequent owner(s) would receive the original five-year parts warranty coverage.

I have attached a copy of the warranty certificate for Model 280ANV048000EAAA / Serial 3418E02353. This unit is registered to the following address: ******************** *************************

Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. Unfortunately, without documentation showing the home was sold with a 10-year parts warranty on the *** system, we will not be able to honor your request to provide you with the parts warranty enhancement. The documentation required would include signed closing documents outlining the **** warranty specifically.

We appreciate 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

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