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.
76 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:09/09/2024
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.
ISSUE SUMMARY: On August 19, 2024, I sent a letter to Carrier Corporate Headquarters about prematurely failing compressors on Carrier (******) Unit, Model No: 214CNA042000GAAAand Serial NO: 3314E13816. Additionally, I provided a detailed chronology of the issue and receipts for the Compressor replacements. I humbly asked Carrier Corporation to respond to my letter by September 9, 2024. They have NOT responded, which triggered this BBB Compliant Over the past several years, our compressor has prematurely failed at least FOUR times requiring us to replace it. This averages out to replacing our compressor about every two years for the SAME Carrier (******) HVAC unit. The reality is Carrier sold us a Lemon, which is continuing to haunt us. Given the demonstrated track record of compressor failure, in about two years (2026), I expect to have to replace the compressor again. The first two compressor replacements in Jun 2018 and July 2020, I was responsible for paying for the labor and the freon, which amounted to thousands of dollars. In 2015, we moved into our brand-new home. ******************* installed the two Carrier (******) HVAC units. One Unit has worked very well, and the other unit has recurring issues with compressors prematurely burning out. MY REQUEST: I humbly ask Carrier to provide me a brand-new Carrier Unit to replace my flawed ****** Unit. In the spirit of good faith, I will pay the installation costs. The reality is I received a flawed Carrier Unit that is consistently causing the compressors to burn out about every two years.
Business Response
Date: 09/17/2024
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 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.
We appreciate your patience as we reviewed this matter with the local service managers and your service provider. A response from our executive office was sent to you today, 9/17/2024:
You originally contacted us in 2022 regarding multiple compressor failures to your unit. Our district service manager at the local distributor contacted your service provider, Total Comfort, to discuss the failures and obtain additional service history and technical data. A detailed report was provided to us by our district service manager based on the information provided by Total Comfort. The report was provided to you in our official email.

I have reached out to our district and territory service managers again regarding your current issue. They contacted Total Comfort on 9/10/2024 to provide additional factory support and request they contact you directly to establish a resolution.

Given the details of the report, we have no other option but deny your request for a unit replacement.

I understand this is 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: 09/18/2024

Complaint: 22263107

I am rejecting this response because I have a compromise proposal. Carrier denied my request for a replacement unit. I humbly ask Carrier provide me a discount of 30 to 50% off the purchase of a new carrier unit that I can use over the next three years. Given the demonstrated premature compressor failures, I am confident that in 2-3 years I will be replacing the unit.

Sincerely,

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

Thank you for your recent response.

Please be advised that there are many factors beyond the control of the manufacture that can cause problems to your system. The detailed report provided by our district service manager outlines multiple factors that may have played a role in the failure of the compressors. As is stands, no technical data has been provided that indicates any of the failures were due to a manufacture defect. Should you have any questions regarding the report we provided to you, please reach out to your installer to discuss.

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 beyond the original limited parts warranty coverage will be extended to you.
Thank you for taking the time to reach out to us.
Sincerely,

Alyssa Phelps | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
Customer Answer
Date: 10/07/2024

Complaint: 22263107

I am rejecting this response because it is unsatisfactory. Their response completely absolves Carrier Corporation of any responsibilities beyond the original limited parts warranty coverage. The fact is Carrier Corporation sold me a lemon and they want to completely ignore this by suggesting there are MANY factors beyond the control of the manufacture. This is a convenient way for a major corporation to stiff the law abiding consumer. Simply put, Carrier Corporation needs to do the right thing.

Sincerely,

**** ******
Initial Complaint
Date:09/03/2024
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.
In November 2021 bought a new home from M/I homes builder and HV** unit was installed in September 2021 by ********. On August 14th, the ** stopped cooling and I reached to my local ** and they told me that evap coil has a leakage most likely due to poor workmanship during installation. They quoted me the labor $1500 and let me know the part will take like 38 business days. Two year old HOME. On August 15th, I reached out vendor/installer Del Air AKA ******* per builder warranty. Same day Del Air came to diagnosed a leakage on the evap coil and need to be replaced, warranty will only covered the parts and not the labor with a bill of $1900.00. Builders said that they do cover HV** and I nee to reach out the vendor who only cover parts and not labor. On August 19th, I contacted ******* to place the order. I asked for an *** of the part from manufacturer Carrier. Del Air (******) said that they will receive the part within that week and they will call me to install it immediately. I followed up with Del Air on August 21s and the 23rd. They told me that parts department has not provide them an update.Also, on the 19th I contacted Carrier to ask the reason of the delayed but they refuse to provide me any detail until I filled out the questionnaire. On the 23rd during second call with ******* I asked for help to fill out the questionnaire but they told me their parts department closed after 4PM when ****** told me to call after 4PM to get an update. On the 26th, I contacted by email Carrier after ******* assisted filling out the questionnaire.On August 30th and even today September 3rd after any calls and emails neither the builder, service provider provide any resolution. I have a young child (4) year old who had surgery last year has respiratory issues. Im desperate. The house is 90 degrees at night because we live in *******************, *******. And I started to feel the humidity in the house and Im dealing myself with congested air passages.
Business Response
Date: 09/09/2024
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 with your equipment.

Carrier Corporation 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: FB4CNP048L00, 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.

We have confirmed the coil needed for your repair is scheduled to ship by late ************** # ******** was opened by our ***************************** and sent to our district service manager on 9/5/2024. In the event that a replacement part is unavailable, we engage the district service manager and request he contact your service provider, *******, to discuss alternative options. Please have ******* contact their distributor for an update and next steps.

We appreciate your patience and cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 09/20/2024

Complaint: 22234753

I am rejecting this response because: This is unacceptable. My problem with Carrier is beyond providing the part at this point. My problem is Carrier was so inefficient and careless to provide a timely update of the part to distributor and consumer which is my kids and I for over 30 DAYS. My kids and I are the ones that had to sleep at over 90 degrees for over 30 days because Carrier did not care enough to provide an update of reason of delay or at least an ETA of the part. Carrier obviously does not specialize in quality and good customer service. I had read your reviews in BBB and other platforms and many clients are suffering as I do because careless Carrier does not have parts for their products. AC in Summer Months for the type of construction is not like a washer or dryer that you can live without them. This is like living without energy or water is a NECESSITY. You cannot live a child inside a car cause they can DIE due to heat exhaustion. You are not remedying the problem and much less compensating for the damages caused.
At this point your remediation should be replacing the unit since the part is so hard to find and that will remediate this complaint.
Sincerely,

***** *******
Business Response
Date: 10/17/2024
Dear ***** *******,

Thank you for your recent response.

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.

I am very sorry for time you waited on your replacement coil. It was confirmed the order placed by your dealer was a priority 0 restocking order, which does not include an emergency status or expediting. We upgraded the order and waived the expediting fees. I have confirmed with the distributor that the coil was shipped on 9/17 and delivered to ******************. If you have not already, please reach out to ****************** to schedule your repair.

As a reminder, the warranty Carrier provided on (Model: FB4CNP048L00, Serial: ************* 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. Please refer to the warranty card for additional details on your 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, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

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

Sincerely,

****** ****** | *************** Service Specialist | ********************** *******************************
Customer Answer
Date: 10/29/2024

Complaint: 22234753

I am rejecting this response because:
First and foremost, I was informed that the coil part was shipped from Carrier on September 17, 2024. However, I did not receive a tracking number or any further details. I called Del Air on October 18 to address this issue, as my area was severely impacted by Hurricanes ****** and ******, which required my initial attention. ******* initially offered to install the unit on Saturday, October 19, but since I was unavailable, we rescheduled for the 21st.
They assured me that a technician would arrive early in the morning, yet he showed up at 3 PM and worked until about 9 PM. I made it clear that I wanted the installation done correctly, emphasizing there was no rush. To my shock, on Saturday, the 26th, I found water dripping from the ceiling in my garage, directly beneath the ** unit. Investigating further, I opened the closet door of the upstairs ** and discovered that the unit was sweating, with water all over and ice accumulating on the pipes, as shown in the attached video. This has led to damage in my garage and my property. I hold Carrier fully accountable for the distress and disruption my family and I have experienced.We have been without air conditioning for nearly three months, and I cannot even turn on the heater now that its colder.
When I contacted ******* to request a Saturday visit, they called me three hours later to say that someone was on the way. The technician reached out when he was en route and asked for details about the situation. He informed me that he couldn't do anything that day because the ** unit needed to thaw. They returned the following morning and indicated that another part needed to be ordered, which is now reportedly missing. I have no timeline for when this part will arriveperhaps in another three months? This is unacceptable. I completely reject the idea that negligence in the manufacturing process is acceptable. Multiple technicians have told me they no longer install Carrier products due to ongoing issues with poor manufacturing, particularly for products made in ******, which is causing these unacceptable delays. This situation must be addressed immediately.
Once again I want as remedy and brand new unit and repair of the damages cause in my property.

Sincerely,

***** *******
Business Response
Date: 11/27/2024
Dear ***** *********,

Thank you for your recent response.

Due to the ongoing issues youve been experiencing, I will be engaging the assistance of our district service manager and requesting he contact you service provider, *******, to provide factory support and assist with obtaining the replacement part needed.

******* should be contacting you with any updates/next steps. I will also be sending email updates to the email address we have on file ( ******************** should we require any additional information from you.

We appreciate your patience and cooperation with this matter.

Sincerely,

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

Complaint: 22234753

I am rejecting this response because:
My complaint has not fully addressed. They came with the other part but they had not repaired the damages caused by them. Thermostat is not working properly when using the heater.
Sincerely,

***** *******
Business Response
Date: 12/11/2024
Dear ***** *******,

Thank you for your recent response.

I am happy to learn the part was delivered, and your system has been repaired. If your thermostat is not working properly after the repair, you will need to continue working with your dealer to diagnose the issue. As always, our district service manager and the technical support team are available to assist your dealer,should they need additional factory support.

I am very sorry that you sustained damages to your home during this time. As is stands, consequential damages are excluded from our product warranty and should be submitted to your homeowners insurance provider.

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

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 01/06/2025
Hi,

I am here again dealing with Del Air, now the duct is broken and Del Air came to see it. I don't know how many more issue should come after another. My house can be burn down by this unit. As it got colder I tuned the heater on to 74 and it went to 88. Called ******* until they came and said unit was fine in December. Now, they found the unit motor is processing air or blowing too much air that broke the duck platinum. I do not see what is my insurance can do about all this issues with your AC unit.

Business Response
Date: 01/16/2025
Dear ***** *******,

Thank you for your recent response. I am very sorry to learn you are still experiencing issues with your equipment.

I have requested our district service manager contact ******* again to gather a recent service history and provide factory support with establishing a resolution moving forward. For the sake of time, I will be providing updates directly to the email address we have on file - *******************

As I previously stated, any updates and/or next steps should usually come from your dealer as these cases are handled at a local level and we do not always receive timely status updates. I will try to stay in contact with the service managers overseeing your case and provide you with updates moving forward.

I understand this has been very stressful on you and your family. We appreciate your patience and cooperation so far.

Sincerely,

****** ******
Consumer Liaison Executive Offices
Carrier Corporation
Customer Answer
Date: 01/28/2025

Complaint: 22234753

I am rejecting this response because: I received your email statues that ******* has not responded yet and neither had responded to me.

Sincerely,

***** *******
Business Response
Date: 02/07/2025
Dear ***** *******,

Thank you for your recent response.

Unfortunately, we still have not received a response from *******, despite several attempts to contact them to provide factory support.

I have sent a separate email with a list of Carrier Factory Authorized dealers in your area, as well as a $250 voucher. Please schedule a service call with the dealer of your choice and request a full diagnostic be done on the equipment and installation. Please be sure to mention the voucher prior to scheduling the service. Once this is complete, please provide the diagnostic invoice back to us by replying directly to that email. I will send the information to our district and territory service managers for review.

Again, we appreciate your patience and cooperation.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
Initial Complaint
Date:09/03/2024
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 bought a Carrier Aircondition unit for our house, we paid for a 10 year warranty parts and labor. Before the warranty epired I reported that the coils were corroded and very *****. I sked for repairs but they never did anything. They keep ignoring my emails. I just want it to be repaired !!! This stuff does not happen overnight, it rusted badly, my opinion they uesed the wrong metal to fabricate the part !!!
Business Response
Date: 09/10/2024
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 with your equipment.

Carrier Corporation 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 Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.

The warranty Carrier provided on (Model: FV4CNF003T00, Serial: *********** 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.

I am very sorry for the problems you are having presently; however, your equipment is out of warranty since 12/12/2018, and our warranty system indicates no claims were submitted for a coil during the warranty period.Therefore, we can only conclude that there were no issues with the coil during the warranty period.

Unfortunately, without documentation to support your claim of issues during the warranty period, 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: 09/20/2024

Complaint: 22232531

I am rejecting this response because:, I was told by rhe builder that is was a solid 10 year warranty !! And I also paid around $1000 extra !!! for an aditional 10 year full warranty ! So how does that add up ?? I guess I got ripped off big time . You had a choice to make a right decicion, but you failed, so get ready for the consequences. And no law can protect you.

Sincerely,

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

The warranty Carrier provided on Model: FV4CNF003T00, Serial: ********** 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.

I am very sorry for the problems you are having presently; however, your equipment is out of warranty since 12/12/2018, and our warranty system indicates no claims were submitted for a coil during the warranty period. Therefore, we can only conclude that there were no issues with the coil during the warranty period.

Unfortunately, without documentation to support your claim of having a 10-year parts warranty from the builder as well as supporting invoice's showing the failure occurred on or before 12/12/2023, 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: 09/30/2024

Complaint: 22232531

I am rejecting this response because: Why did I have to pay for 10 years full warranty that the coil has only a 5 year carrier warranty ??????? I feel that I got ripped off big time. The coil was already ***** BEFOREthe 5 years warranty expired !!!! Voila.

Sincerely,

******** *******
Initial Complaint
Date:08/29/2024
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.
In April we reached out to a local contractor to help fix our business' AC unit, a product of ****** Heating and Cooling. The unit was only 5 yrs old and was displaying an error code that indicated a computer board needed to be ***laced. The problem was then dragged out for a couple months, over which time it took painstakingly long for ****** to find and send the correct computer board, causing our local installers to make several failed attempts at ***lacing it. Finally, in claiming they simply could not find the correct board (for a unit only 5 yrs old) anywhere in existence, they deemed they had to ***lace the entire outdoor condenser unit. Our install bill suddenly jumped from a few hundred dollars to just under $3*. ***************** ***resentatives assured our contractors that the newer outside unit would be compatible with the existing indoor unit. THAT WAS NOT THE ***** After failing to get the 2 units to sync, we were then told that the indoor unit would also have to be ***laced. We were literally backed into a corner and it was going to cost us ANOTHER $3k. Over the 2 months it took to solve this problem, our install team was dragged out to our site by ***************** ***resentatives on what I was told were "their best guesses". AT NO TIME over the 2 month period did a ****** *** ever come out to our site to see for themselves what the problem was with their own unit, nor ever reach out to us directly to explain or even apologize for the problem after multiple attempts of us reaching out to them for answers. Our business, an indoor rock climbing gym, also had to suffer through a heatwave during the time our AC was down in which we were unable to provide adequate environment for our guests. We had to offer discounts to entice customers to still visit our facility.I believe ****** handled our issue with extremely poor customer service and borderline negligent care. Had this issue taken place in the middle of our summer we would of been out of business.
Customer Answer
Date: 08/28/2024
Hello,
I apologize for my error in whom my original complaint was intended to be directed to. While ****** heating/cooling are the manufactures of the ** unit that was installed, I did get an update from our contractors and this is the company they were in direct contact with/whom the complaint should actually be directed towards:

CE ( Carrier Enterprise )
********************************************************************

Direct contact: Orion *****-Fote - Territory Account Manager ************ cell

Please let me know if providing the information in this response is sufficient or if I need to file a new complaint form with the updated information
Business Response
Date: 09/06/2024
Dear Carrier ******,

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

Carrier Corporation 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 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.

In order for us to properly review your case we will need:

- Model & serial numbers of your equipment
- Installation date of the equipment
- Name and phone number of installer
- Name and phone number of current servicer
- Maintenance and service invoices with diagnosis

If you can please provide us with the information requested above, we can then review your case.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:08/26/2024
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.
We built a new home about a year and a half ago. A Carrier furnace and air conditioner were installed. We only used the air-conditioner for one summer and it is already out of service. I understand the typical warranty only covers parts, but it's ridiculous that it would only last one season, and our local service wants over $5,000-$6,000 to replace parts and get it working again. I have a family member who lives in the house and has ****************** and can't tolerate heat, and the temperature inside our home is currently 83. The repair tech as well as our builder suggested contacting you to see if your company is willing to standby your product and either replace it or assist with the labor costs being that it only functioned for one year. I had a cheaper air conditioner at my last home and that last over ************************************************************* goodwill/customer service? Thank you.
Business Response
Date: 08/28/2024
Dear David Brichacek,

We have received your BBB Complaint. 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: CA13NA02400LAAAA Serial: 4322X16914 is a 10-year limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

In order for us to properly review your case we will need:

- Company name and phone number of installer
- Company name and phone number of current servicer if different than installer
- Current diagnosis
- All Annual maintenance and service documents since installation
- Itemized Quote and description of work to be performed.

If you can please provide us with the information requested above, we can then review your case.

Thank you,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/03/2024
1. Original Installer for M/I Homes was Tempco-Elgin 847-670-7000
2. Original Inpection, service fee paid and quotes were with Modern Air 630-675-4194 and images of their info are attached. 2nd opinion and work completed by Tempco-Elgin 847-670-7000 and images of their quotes and payments are attached.
3. Images attached show internal coil, the compressor and refrigerant were bad and needed to be replaced.
4. As the system is in a newly built home and was only used for one full summer, there was no prior service. Just filters have been replaced monthly.
5. Item quotes/payments are included in the attached image files.
Please forward this information to Carrier as requested.
Thank you.

Customer Answer
Date: 09/03/2024

Complaint: 22198917

I am rejecting this response because:
See updated information and images added to the complaint as requested by Carrier.

Sincerely,

David Brichacek
Business Response
Date: 09/06/2024
Dear Daid Brichacek,

We have received your attachments, but we are needing some clarification.

You provided an invoice from 8/26/2024 from Modern Air Solutions with a quote for $3353.15 for the installation of a warranty compressor, they also noted there may be a leak in the coil. You also provided an invoice from Tempco Heating & Air Conditioning dated 8/27/24 where they quoted $875 to change out the warranty compressor and noted the unit was icing up but the compressor repair would need to be made prior to further inspection. Tempco returned on 8/28/24 stating they replaced the compressor, but the coil is leaking and needs to be replaced as well.

The invoice dated 8/28/24 does not provide an itemized quote for the replacement coil charges. Once we have a copy of the itemized coil quote, I will have our management review board determine what financial assistance we can offer above and beyond our parts only warranty.

Please note any concessions will be issued directly to a homeowner and will be processed once we have received a paid invoice for the repair.

Thank you,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation

Customer Answer
Date: 09/09/2024
Here is the consolidated bill from Tempco showing all charges/payments to them, including for the inside coil. Please forward to Carrier as requested. Thank you.
Customer Answer
Date: 09/09/2024

Complaint: 22198917

Please review the update and attached information requested by Carrier. It includes a consolidated listing of all charges/payments to Tempco, including for the internal coil. Thank you.

Sincerely,

David Brichacek
Customer Answer
Date: 09/14/2024
Consolidated bill.
Customer Answer
Date: 09/14/2024
Consolidated bill.
Business Response
Date: 09/17/2024
Dear
David Brichacek,

Thank you for your recent response.

As Beth previously advised, we would need an itemized quote for the coil repair
for our Management Review Board to review the charges and determine eligibility
for financial assistance beyond our limited parts warranty coverage. As it
stands, I am not seeing the quote listed in any of the attachments you provided.
You can also send the quote to our direct email – [email protected] and reference case # 06275162
in the subject line.

Once the quote has been received, we will respond with our offer. Please be
aware that a concession will not be issued until the repair is completed and a paid
invoice is provided to us.

We appreciate your cooperation with this matter.

Sincerely,

Alyssa Phelps | Consumer Liaison – Executive Offices | Carrier Corporation |
[email protected]
Customer Answer
Date: 09/23/2024
Any updates from Carrier on this? What's going on... what's the next step? Thank you.
Business Response
Date: 09/25/2024
Dear David Brichacek,

Thank you for your recent BBB inquiry.

As previously advised, we will need an itemized quote for the coil repair for our Management Review Board to review the charges and determine eligibility for financial assistance beyond our limited parts warranty coverage. As it stands, we have not received the quote listed in any of the attachments you provided. The attachment "MA AC-CoilQuotes" is for a complete system replacement and would not be covered unit warranty. You can also send the repair quote to our direct email – [email protected] and reference case # 06275162 in the subject line.

Once the quote has been received, we will respond with our offer. Please be aware that a concession will not be issued until the repair is completed and a paid invoice is provided to us.

We appreciate your cooperation with this matter.

Sincerely,

Beth Morse | Consumer Liaison – Executive Offices | Carrier Corporation | [email protected]
Customer Answer
Date: 09/25/2024

Complaint: 22198917

I attached the consolidated bill of everything that was paid to repair the system, as requested, on both September 9th and the 14th. I am attaching it here again as well as emailing it to the email address you provided. Thank you.

Sincerely,

David Brichacek
Customer Answer
Date: 10/16/2024
Just checking if there is any update on this yet... thank you.
Business Response
Date: 10/16/2024
Dear David Brichacek,

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 $700.00. This offer goes above and beyond our parts only warranty.

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 USPS 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 [email protected]. 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,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22198917, and find that this resolution is satisfactory to me.
Please forward the information as requested by them:
Name for the reimbursement check: David Brichacek
Address for the check: 1009 Pauline Place, Plano, IL 60545

Sincerely,

David Brichacek
Initial Complaint
Date:08/21/2024
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.
On June 26th,2021 I purchased a new Carrier 3-Ton ** system SN- 1121E06276 for my home from ****************** in ******, **. This decision was reached after extensive research online and getting the recommendation from several experts in the ** field. Unfortunately, over the last three years the ** has struggled to keep my home at 78 degrees with my home temperature rising to 84 degrees @ 1600hrs in the summer and cooling back to 78 degrees @2200hrs. I just thought the 3-ton unit could not keep up on a 1540ft home because it was summer in **********, but looking back this issue may have existed the entire time. On Saturday August ******* the unit leaked freon from the condensing coil which caused my ** to stop working. Since receiving estimates from Carrier dealers to replace this part the cost is $989.00, I think Carrier should pay to fix the problem.
Business Response
Date: 08/28/2024
Dear ****** *******,

We have received your BBB Complaint. 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: 24ACC436A0030011Serial: 1121E06276 is a 10-year limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

Carrier 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.

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, please provide your annual maintenance records since installation, as well as an itemized quote from your dealer with scope of work to be performed. I will ask our management review board to review your records and quote and determine if we can provide additional financial assistance above and beyond the $250 voucher our team has already provided and our standard parts warranty.

Please note, I have located your customer service case ******** and have reached out to Carrier Enterprise in *************** to obtain your dealers internal factory order. Once we have obtained the factory order, we will work on expediting the Coil, TXV and Pan and will provide email updates through your existing open case.

Thank you,

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

Customer Answer
Date: 09/09/2024

Complaint: 22172469

I am rejecting this response because: This A/C coil should last ***** years it was a faulty part from the beginning. I sent all the part numbers to Carrier **************** on Aug ******* so their parts department could expedite finding these parts. I called customer service back Friday 9/6/24, customer service said the parts department would call back that day and I never received a call. I called them back 9/9/24 customer service said the parts department is just now looking for the part in order to find a ship date. Meanwhile in ************* we are having record heat days with no parts available for a unit that is only 3 years old. The next call will be to my lawyer to start a lawsuit for faulty parts and no parts available for warranty.

Sincerely,

****** *******
Business Response
Date: 09/17/2024
Dear ****** *******,

Thank you for your recent response.

As of 9/13/2024, a unit replacement has been approved by our territory service manager.

Please note that our offer is to provide the replacement unit only, any costs associated with labor and/or materials for the removal of the old and installation of the new unit would be your responsibility as per the warranty.The new unit will retain the limited parts warranty coverage of the original unit.

Our district service manager has been in contact with your service provider advising the approval of the replacement unit. Please contact your service provider for an updates and next steps.

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

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 09/21/2024

Complaint: 22172469

I am rejecting this response because: As of 9/21/2024 I still do not have a working A/C in my house due to parts that were unavailable for a unit that is warrantied for 10 years. A new air handler was sent to the installer, but this handler was too big for the area of instillation. There is still no available date for parts to be able to fix my unit. This issue has been going on for over a month. A month of no working AC in ***** where the temperatures are reaching over 100 degrees regularly. This totally unacceptable for a company that's CEO ***** ****** said "one of its company's values is at Carrier is we demand high performance and high integrity from all of our employees as well as everyone with whom we do business. It is never acceptable to compromise our values or integrity to achieve our business objectives. We are a company committed to always doing the right thing. No exceptions."
- **** ****** Chairman & Chief Executive Officer
Chairman & Chief Executive Office
I have not found one employee at Carrier that follows this statement from the CEO. More people need to be made aware of the lack of quality product that Carrier is selling to consumers. I am reaching out to ********** outlets to help trouble shoot with this issue and reach more consumers who may be considering using Carrier for their next purchase. Poor customer service and no parts available for warranty issues has been my experience with Carrier and I would hate to see other consumers go through the same trials that I am facing.

Sincerely,

****** *******
Initial Complaint
Date:08/19/2024
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.
I have a 10-year warranty with Carrier for my air handler and AC condenser, registered on April 5, 2022 (confirmation number Z005069732608C). On July 14, 2024, my family heard loud electrical buzzing and smelled burning throughout our house. The issue was traced to our AC condenser, which dangerously caught fire. We immediately shut it down by turning off the breaker which did not trip.On July 15, 2024, ******* Air, *******************, our trusted service provider, inspected the unit. Their technician recommended full replacement due to severe damage, noting it was the worst he'd ever seen. We contacted Carrier, expecting them to honor the warranty and repair or replace the unit. According to their warranty, essential parts like the compressor and circuit boards are covered.However, Carrier failed to inspect the unit and delayed responses for days, despite the extreme heat and potential fire risk in our home. Carrier first blamed a power surge, then installation errors by ******* ************** and later, landscaping issues, none of which were supported by our service provider or installers. As a result, we had to use our homeowners' insurance, costing us $2,000 for the deductible.Carrier's refusal to honor their warranty caused significant financial and business losses for our family, and we seek compensation for their faulty product and breach of contract.
Business Response
Date: 09/05/2024
Dear ******** *******,

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: CH14NB060P0GAAAA Serial: ********** was a 10-year limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

I escalated your prior case ******** out to our quality team for review. Unfortunately, with the unit not being returned back to the distributor at the time of the incident our team is unable to determine the root cause of the fire.

However, 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 $2,000.00 once we have a paid invoice for the said insurance deductible amount. Once we have received your paid invoice from your insurance company as well as the name and address verification below, I will begin processing your concession.

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 ******************************************************************.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/20/2024
Dear **** *****,

Thank you for the information in your response regarding the unit, sympathy, and one time concession in the amount of $2,000.00. My family and I accept your offer. Once the concession has been received I will be happy to close out this case as being resolved.

1. Name as you wish it to appear on the check:
***** *******
2. Mailing address:
*************************
**************************************************************************

I am attaching the insurance invoice from ****. Please let me know if you need any further information. I will be looking out for the second email from your accounting department. My email is ****************************

Thank you,

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

Business Response
Date: 09/26/2024
Thank you Mr. **************** have submitted your case to our accounting department, and they should be following up with you shortly.
Thank you,
**** *****
Consumer Liaison- Executive Offices
Carrier Corporation

Customer Answer
Date: 09/26/2024

Complaint: 22164269

Thank you, ****. I just followed the instructions you emailed. I sent an email to the accounting team for the secondary name and address payment verification. I read that it may take up to 12 weeks for concession processing. Again, after we receive the concession and deposit it, I will be happy to close out this complaint by accepting the business response which will close out this case and mark it as resolved. Have a great week.

Sincerely,

******** *******
Initial Complaint
Date:08/16/2024
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.
I own a home in ******* *****. The air conditioning unit went out. I had a technician from a local ********** come to fix it on Thursday August 15th . They were the original installing company. The unit was installed in 2021. It is a Carrier Infinity AC unit. The local company is ********* Priest. The problem was identified as a failed blower motor. Should be an easy fix. However the part is unavailable and I am being told that it could be 122 days before the part is available. This is crazy! I cannot believe that 4 months for a part is acceptable. It is over 100 degrees in ***** at the moment, the internal temperature of the home is over 90 degrees. How can this be the solution?
Business Response
Date: 08/27/2024
Dear J. Lomax,

We have received your complaint filed with the BBB. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

We are very sorry to learn you are experiencing a problem with your equipment and that your service provider was unable to source the replacement part locally. Should a part not be available at the local distributor, 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, if not they would place an internal order with the manufacture/factory for the parts in question.

If you can please “reply” to this email with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit.
2. Part number and description. (Blower Motor - Part number still needed)
3. Company name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where the order was placed.
6. The service provider’s PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

The part(s) in question was ordered by your service provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Once your service provider fills in ALL information requested above, we will make every effort to locate your order. If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Please also note that to ensure that this request is handled promptly you must “reply” to this email with the information. Failure to do so may result in a delay in our handling of this matter.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/12/2024

Complaint: 22156052

I am rejecting this response because I find it absolutely ridiculous that the Carrier Corporation cannot contact my local Service Provider directly to attain this information. The local providers name was given to them in my original complaint. It is crazy that I have to be the go-between. However, I have asked the local service provider for the information requested by the Carrier Corporation. Once I receive the information, I will update this complaint as soon as I get a response. (Hopefully quicker than 5 days)
I appreciate your continued assistance.

Sincerely,

J. Lomax
Customer Answer
Date: 09/13/2024
I have received more
information from my Local Supplier that will answer questions posed by the
Carrier corporation Liaison

1. Model & Serial number of the unit. - 59TN6B080C221
2. Part number and description. (Blower Motor - Part number
still needed) - Parts supplier (Carrier Enterprises) has not responded to the service providers request
3. Company name and contact information for your service
provider. - Lochridge Priest Home Services - 254-218-5200
4. Date the order was placed. - 8/15/2024
5. The distributor name and location where the order was placed.
- Carrier Enterprises, Waco, Texas
6. The service provider’s PO to the distributor. - wtx w 2994
7. Did your service provider request an order expedite? If so,
please provide the Expedite number. - No

And my further request is for Carrier Corp. to now cover the
labor installation cost of the blower motor. The blower motor
itself is covered by warranty; the labor is not. Given my issues
with this repair, I feel like it would be a small, good faith gesture for
Carrier Corp. to cover the labor. Approximately $500.00(based on verbal
estimates from local provider Lochridge Priest)
Business Response
Date: 09/26/2024
Dear James Lomax,

On behalf of Carrier, I am sorry to learn your dealer was unable to source your replacement blower motor locally.

I have contacted our distributor service manager at Carrier Enterprise, and they spoke with Candy at Lochridge Priest and confirmed your repair was completed on 9/23/24.

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, please provide your paid itemized invoice for the blower motor repair and our management review board will determine what financial assistance we can provide above and beyond our parts only warranty.

Thank you,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/30/2024
The work has been completed. I have attached the invoice as a PDF that was sent to me by Lockridge Priest. I am also including a link to their payment app they sent to pay the invoice online. https://go.servicetitan.com/inv/M0UGVye
The settlement of this entire amount would be appreciated as a token of your understanding. This has not been one of the better customer experiences I have had, but your help has been appreciated to get toa solution that did not take three months.
J. Lomax
Customer Answer
Date: 10/01/2024
Date Sent: 9/30/2024 6:06:47 PM
The work has been completed. I have attached the invoice as a PDF that was sent to me by Lockridge Priest. I am also including a link to their payment app they sent to pay the invoice online. https://go.servicetitan.com/inv/M0UGVye
The settlement of this entire amount would be appreciated as a token of your understanding. This has not been one of the better customer experiences I have had, but your help has been appreciated to get toa solution that did not take three months.
J. Lomax
Business Response
Date: 10/10/2024
Dear James Lomax,

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 $419.00.

Please note in order for our accounting team to process the payment we must receive a paid in full invoice. We as the manufacture cannot pay your dealer directly due to auditing purposes. This one-time concession would be a reimbursement for the $419 once your dealer has received payment.

Please provide an updated invoice showing the balance is paid and reply back to this email with the below name and address information.

1. Name as you wish it to appear on the check: ______________________________________
2. Mailing address, which USPS 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:
__________________________________________________________________

Thank you,

Beth Morse
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 10/14/2024
Beth Morse - Carrier Corporation,
Thank you for your assistance speeding up resolution to the situation with our Carrier Air conditioning unit. I appreciate the gesture to provide a good will reimbursement. The time it took to locate the part to repair the system was unacceptable. I have included the paid invoice in this communication.
A check for the $419.00 service fee can be made payable and mailed to the information below
To: J. Lomax
319 Serenade Lane,
Euless, Texas, 76039

I will follow up and close this case after the check has been received.
Thank you,
J. Lomax
Customer Answer
Date: 10/15/2024
Most Recent Message
Date Sent: 10/14/2024 1:37:34 PM
Beth Morse - Carrier Corporation,
Thank you for your assistance speeding up resolution to the situation with our Carrier Air conditioning unit. I appreciate the gesture to provide a good will reimbursement. The time it took to locate the part to repair the system was unacceptable. I have included the paid invoice in this communication.
A check for the $419.00 service fee can be made payable and mailed to the information below
To: J. Lomax
319 Serenade Lane,
Euless, Texas, 76039

I will follow up and close this case after the check has been received.
Thank you,
J. Lomax
Customer Answer
Date: 10/15/2024
I don't understand why my case was closed. I have been regularly communicating back and forth. The latest note from BB and the Carrier Corporation (dated 10/10) indicated I had 10 business days. I replied in 4? Why was this case closed before fully resolved. The final resolution was they offered to send reimbursement to me. I had to pay the invoice first and then provide a copy of the fully paid invoice which I did yesterday. Was that communication forwarded to the Carrier Corp???
I do not consider this case fully closed until I receive the reimbursement check.
Thank you,
J. Lomax
Initial Complaint
Date:08/12/2024
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 bought a carrier AC ductless unit that has been defective since it was installed it has been looked at several times by the dealer and the issue cannot be resolved continues to leak refrigerant from the unit. We have asked to have the unit replaced by Carrier as the product is defective and described by their vendor as the unit from h*** This issue has been ongoing since the date of purchase.
Business Response
Date: 08/27/2024
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 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: 40MAQB36B--3, Serial: ********** &Model: 38MAQB36R3, 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... A labor warranty may be provided by the installer for a length of time as determined by them.

I have reviewed your file and see that you reached out to our ************************* on 8/12/2024 and requested we provide a unit replacement due to ongoing issues with your system. Unfortunately, this is not a decision that can be made by our ****************************** Our agent offered to escalate your case to our district service manager to investigate your concerns with your current service provider, but you declined at that time.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Given your claim of ongoing issues and request for unit replacement, we would need to obtain necessary operating and servicing data from your service provider to confirm those claims, determine a root cause of the problem you have been experiencing,and establish a resolution.

Please provide us with the following information so that we may properly review and investigate your case:

- Confirm model & serial numbers of your equipment
- Installation date of the equipment
- Name and phone number of current servicer (If different from installer Hometown Heating and Air)
- Current diagnosis
- Maintenance and service documents

We appreciate your cooperation with this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 09/05/2024
This AC unit has been leaking refrigerant from the date of installation. We have been given several diagnosis of the ongoing issues which do not resolve. We currently have been without air conditioning for three weeks. The response from Carrier is the standard response. We have already occurred significant loss of time, ***** and repair costs for a unit that has never delivered what it was intended to do. We have contacted another Carrier provider ********************** and Air ************ after Hometown did not respond to our request the unit was out of refrigerant two weeks after it was replaced by them and their failure to accurately diagnose the issue. ******* heating and air came to us from the Carrier website. They installed a new line stating the refrigerant was leaking from the line and not the unit. The estimated replacement for that line is around 1000 to 1200 dollars. They installed the line and than reported that it was not the line but leaking in the head of the Carrier product. They stated the head would have to be replaced and they would contact Carrier. They called back and stated that they would not replace the head only the line inside of it. I have not yet received the bill for this repair or the new line as of right now we are still waiting for the repair. This has never been able to preform what it was intended to do without constant need for hometown heating or another provider. The time, energy and frustration is beyond what the unit costs and should have already been replaced or money refunded. I can forward the latest bill once I have it .
Customer Answer
Date: 09/06/2024
Date Sent: 9/5/2024 8:55:39 AM
This AC unit has been leaking refrigerant from the date of installation. We have been given several diagnosis of the ongoing issues which do not resolve. We currently have been without air conditioning for three weeks. The response from Carrier is the standard response. We have already occurred significant loss of time, ***** and repair costs for a unit that has never delivered what it was intended to do. We have contacted another Carrier provider ********************** and Air ************ after Hometown did not respond to our request the unit was out of refrigerant two weeks after it was replaced by them and their failure to accurately diagnose the issue. ******* heating and air came to us from the Carrier website. They installed a new line stating the refrigerant was leaking from the line and not the unit. The estimated replacement for that line is around 1000 to 1200 dollars. They installed the line and than reported that it was not the line but leaking in the head of the Carrier product. They stated the head would have to be replaced and they would contact Carrier. They called back and stated that they would not replace the head only the line inside of it. I have not yet received the bill for this repair or the new line as of right now we are still waiting for the repair. This has never been able to preform what it was intended to do without constant need for hometown heating or another provider. The time, energy and frustration is beyond what the unit costs and should have already been replaced or money refunded. I can forward the latest bill once I have it .
Business Response
Date: 09/10/2024
Dear ***********************,

Thank you for your recent response.

I have updated your service provider in our system to ********************** and Air. If you could please provide the remaining information we requested, I will send your case to our district service manager and have him contact ********************** and Air to provide technical support with diagnosing this issue.

- Confirm model & serial numbers of affected equipment
- Maintenance documents and paid itemized invoices for all repairs

Please be aware that we are here to assist with any equipment related issues. Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. There are many factors beyond the control of the manufacturer that can cause problems to your system. Any repairs required for parts and materials related to the installation of the equipment will need to be addressed directly with your installing dealer.

We appreciate your cooperation with this matter.

Sincerely,

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

Customer Answer
Date: 09/24/2024
I just wanted to update you. We have been without air conditioning the for over five weeks. ******* Heating and Air was called and they diagnosed the line was bad after replacing the line which had nothing wrong with it they stated it was a coil in the head and requested Carrier replace the head but they only agreed to replace the coil. After waiting almost three weeks for the appointment they did not show and I contacted them and they stated they were shooting a commercial and would be right out. They never came out and after two more calls at 5pm stated Carrier sent the wrong part. This is another Carrier provider that just left us hanging with no AC and a $300 plus diagnostic fee. I contacted **** ****** Heating and Cooling another Carrier provider who scheduled an appointment last Wednesday and never showed or called when I called them at 4pm. I was put on hold for ten minutes and hung up on. When I called back they stated sorry we didnt make after I took the entire day off and waited for them. We then contacted Breath Easy who is not a Carrier provider but agreed to diagnose what is going on. They did show up Friday and we got another fee $186.84 with an estimate to fix this between $1300-1500 hundred dollars to repair. The unit has had a bad coil since it was installed as it has required refrigerant since the first year of operation. Carrier is liable in the state of ******** for what is called an implied warranty which means as someone who bought there product we would have no expectation that it would have started to fail within the first year of operation and leaving us without air conditioning for most of the summer. We incurred several costs that should not be ours and dealt with unreasonable providers to try and get this fixed. We are going to seek a legal remedy with our attorney if you are not able to help us.
Customer Answer
Date: 09/24/2024
I just wanted to update you. We have been without air conditioning the for over five weeks. ******* Heating and Air was called and they diagnosed the line was bad after replacing the line which had nothing wrong with it they stated it was a coil in the head and requested Carrier replace the head but they only agreed to replace the coil. After waiting almost three weeks for the appointment they did not show and I contacted them and they stated they were shooting a commercial and would be right out. They never came out and after two more calls at 5pm stated Carrier sent the wrong part. This is another Carrier provider that just left us hanging with no AC and a $300 plus diagnostic fee. I contacted **** ****** Heating and Cooling another Carrier provider who scheduled an appointment last Wednesday and never showed or called when I called them at 4pm. I was put on hold for ten minutes and hung up on. When I called back they stated sorry we didnt make after I took the entire day off and waited for them. We then contacted Breath Easy who is not a Carrier provider but agreed to diagnose what is going on. They did show up Friday and we got another fee $186.84 with an estimate to fix this between $1300-1500 hundred dollars to repair. The unit has had a bad coil since it was installed as it has required refrigerant since the first year of operation. Carrier is liable in the state of ******** for what is called an implied warranty which means as someone who bought there product we would have no expectation that it would have started to fail within the first year of operation and leaving us without air conditioning for most of the summer. We incurred several costs that should not be ours and dealt with unreasonable providers to try and get this fixed. We are going to seek a legal remedy with our attorney if you are not able to help us.
Customer Answer
Date: 09/24/2024
I just wanted to update you. We have been without air conditioning the for over five weeks. ******* Heating and Air was called and they diagnosed the line was bad after replacing the line which had nothing wrong with it they stated it was a coil in the head and requested Carrier replace the head but they only agreed to replace the coil. After waiting almost three weeks for the appointment they did not show and I contacted them and they stated they were shooting a commercial and would be right out. They never came out and after two more calls at 5pm stated Carrier sent the wrong part. This is another Carrier provider that just left us hanging with no AC and a $300 plus diagnostic fee. I contacted **** ****** Heating and Cooling another Carrier provider who scheduled an appointment last Wednesday and never showed or called when I called them at 4pm. I was put on hold for ten minutes and hung up on. When I called back they stated sorry we didnt make after I took the entire day off and waited for them. We then contacted Breath Easy who is not a Carrier provider but agreed to diagnose what is going on. They did show up Friday and we got another fee $186.84 with an estimate to fix this between $1300-1500 hundred dollars to repair. The unit has had a bad coil since it was installed as it has required refrigerant since the first year of operation. Carrier is liable in the state of ******** for what is called an implied warranty which means as someone who bought there product we would have no expectation that it would have started to fail within the first year of operation and leaving us without air conditioning for most of the summer. We incurred several costs that should not be ours and dealt with unreasonable providers to try and get this fixed. We are going to seek a legal remedy with our attorney if you are not able to help us.
Business Response
Date: 10/16/2024
Dear **** *******,

Thank you for your recent response. 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.

We are sorry to hear that you had difficulty scheduling service with your local dealers. Unfortunately, dealer availability and pricing are beyond our control as the manufacturer. For your assistance, you can find a complete list of authorized and factory authorized dealers on our website ******************************.

As a reminder, the warranty Carrier provided on (Model: 40MAQB36B--3, ***************** & Model: 38MAQB36R3, 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 cards 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 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; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

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

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 10/23/2024

Complaint: 22129001

I am rejecting this response because:The unit has been defective since purchased. The several different companies that came stated it should have been replaced. The time without having air conditioning and the costs associated with trying to get the repair completed have been beyond the normal expectation. Stating what the warranty is to us over and over is not resolving the issue. Carrier had an obligation in the state of ******** to have replaced this unit and have not. The original carrier supplier **************** did not respond to fix the issue. ******* Heating the second Carrier company stated to me the unit needed to be replaced and mis diagnosed the issue. They stood us up on the scheduled date of repair after three phone calls to verify were made and never showed up. The cost of my time waiting for this repair now exceeds the cost of the original unit. Your company has done nothing to help resolve the issue but say what we already know. Carrier does not care about the end user of its ********************** and its dealers say one thing to you ad another to Carrier. We just spent another $922 to get the unit working. The company is not affiliated with Carrier but stated the same thing the unit should have been replaced again at our expense for a unit that leaked from the day it was installed.

Sincerely,

**** *******
Business Response
Date: 11/05/2024
Dear **** *******,

Thank you for your recent response.

Unit replacements are not covered under the limited parts warranty provided by Carrier. Exceptions are made on a case-by-case basis in the event of extenuating circumstances that would warrant an exception. In this case, no extenuating circumstances exist. A replacement coil was provided at no cost to you, satisfying the terms of the warranty.

As previously stated, the service providers you chose to repair your equipment are independently owned and operated businesses. Carrier does not govern their scheduling,pricing, or any other business practices. I am very sorry for the problems you have experienced, however; this issue is beyond the control of the manufacture and should be addressed directly with your service provider.

As it stands, our answer remains unchanged. No compensation or concessions beyond the original limited parts warranty coverage will be extended to you at this time.

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

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:08/11/2024
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.
This grievance is in regard to a faulty Carrier Infinity AC unit that continues to malfunction._Companies filling a grievance about include ******* Service Pros (who we bought the unit from and who installed it) and Carrier Corporation (manufacturers of the Unit)_Purchased date: 09/03/2021 Amount of purchase: $13,575.00 (paid for in full with zero balance)_Item purchased Carrier Infinity: Carrier Mod# **vna836a003/ 302lel6157 with Mod# Fe4anfil05100/3121 fil3 l 37. Carrier lnfT/stat systxccitc0 1-b _Issues: This unit was installed at our home on 09/02/2024. Since installation, this unit has malfunctioned several times and has yet to be fixed properly. See the attached document labeled B. Miller_myinfinity error codes report since 102021_082024._We are asking the BBB to investigate this issue and help us with remediation; end-state Sunbelt Service Pros and Carrier Corporation will replace this unit with a new one (same as what we purchased)._Again, to date, this unit continues to malfunction without being repaired properly, thus putting my family in dire straits with extreme heat conditions and relying on ******* to continue solution-solving for this unit, which they have not been able to do.
Business Response
Date: 08/27/2024
Dear ***** ******,

We have received your complaint filed with the BBB. 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: FE4ANF005L00EEAA / 25VNA836A0031050 Serial: ********** / ************ a limited 10-year parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

I have reviewed your outdoor condenser units repair history and have escalated your case ******** to our district and territory service managers. I have asked them to review the prior and most recent failures to determine a root cause and find a resolution. I have asked they keep me updated throughout the process. Please note they will be contacting your dealer to discuss the most recent failure and may need a few days to complete their investigation. I will follow up with you once I have heard back from our service managers.

Thank you,

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

Customer Answer
Date: 08/27/2024

Complaint: 22126205

I am rejecting this response because: *************** Pros has done everything they can concerning the condenser part in question to the point they have replaced this part on 3 separate occasions. This is a fault on the manufacturers side not ******* Service Pros. Also, since we continue to have issues with this one part, the one year warranty on this part should be nullified until this issue is resolved, meaning we do not have any more issues with this part. Again, this is less than a three year old unit and compared to our 28 year old Train AC unit, this unit is terrible in the fact that it keeps breaking down in the Summer time. This is not a threat but a fact. You say you test these units, how? Do you test all the sensitive components that are now in your units in hot humid climates under duress? I would like to see this information because if you did, we would not be having this conversation. Your answer back to me is not worthy of your reputation and I hope you can do better. Otherwise if this issue continues we will take other measures to get our money back and have this unit replaced.

Sincerely,

***** ******
Business Response
Date: 09/17/2024
Dear ***** ******,

Thank you for your recent response. We appreciate your patience as our service managers reviewed your case with your service provider, ******* Service Pros.

Please be advised that a replacement for the outdoor unit has been approved. If they have not already, ******* Service Pros should contact their local distributor to obtain the replacement unit and schedule a time for the change out. You will be responsible for any charges associated with the removal and installation of the new unit. The replacement unit will retain the original limited parts warranty of the original unit.

Thank you for taking the time to reach out to us regarding your experience. Our hope our unit replacement helps to restore your faith in Carrier and our products.

Sincerely,

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

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