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

226 total complaints in the last 3 years.
74 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:08/09/2024
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 7-26-2024 my blower motor went out. called my HVAC guy and he said no parts availiable for over 90 days. Who in there right mind is going to wait 90+ days for there ac to work again. This is a criminal act & hey need to be sued for neglect and market manipulation. you can bet your a** if the CEO had this issue , his motor would be replaced same day. Called ***************************** are a joke. DO NOT CARE AT ALL ABOUT HEALTH ISSUES , COMPENSATION OR HELPING IN ANY WAY...
Business Response
Date: 08/21/2024
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 and obtaining a replacement motor.

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 dealer through their local distributor. As the manufacturer, we are not directly involved with this process as it is handled at a local level. Should the part not be available at the local supplier, they would place an internal order with our factory. You contacted our ***************************** on 8/7/2024 for assistance with this matter and case # ******** was opened. Your case was escalated to the district service manager and our parts department on 8/9/2024 to investigate the part availability on your behalf. We received notification from our district service manager on 8/14/2024 that the part was obtained, and the repair was completed.

We appreciate your patience with this matter and are happy to learn your unit is operating again. Thank you for taking the time to reach out to us regarding your experience.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:08/05/2024
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.
Carrier is a COMPLETE SCAM. They advertise their units coming with warranties which are completely useless and they know it. My outdoor condenser went bad on a unit that is LESS THAN 3 YEARS old and UNDER WARRANTY but when contacting them, they told me it was going to take 3-4 months to get the part. Without this part, the entire AC system would not run. I live in ************* where it has been over 90 degrees with high humidity and the only solution they would provide is to go 3-4 months WITHOUT AC and practically die inside of the house. I was forced to have to buy a brand new outdoor condenser so that my house is livable and they do nothing knowing they have a warranty that is a scam and no one can use because of how long it takes to get the parts knowing AC is a necessity for human life here. Never buy any hardware from Carrier as their warranty is a false promise that is worthless and a complete SCAM!
Business Response
Date: 08/14/2024
Dear *************************************,

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

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

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

- Model & serial numbers of your equipment
- Installation date of the equipment
- Name and phone number of installer
- Name and phone number of current servicer
- Current diagnosis/Part in question
- Maintenance and service documents

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

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 08/16/2024
Hello Alyssa,

The model number was CA14NA036 - A with a Serial number of. **********. This unit came with the house built in the ******************** in ************, *******. The address of my property where this was installed is *******************************************************. I do not know who installed it as it came with the house from the developer which was GL Homes. I have attached the business card of the installer who had to install a new condenser as the condenser coil went bad in the unit which is covered by warranty but you guys said it would take MONTHS to get it which was not an option as I would have literally died in the home from no AC during the summer. I have also attached the invoice/receipt for having to replace the condenser from the installer.
Business Response
Date: 08/27/2024
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.

The warranty Carrier provided on Model: CA14NA03600GAAAA 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.

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.

Unfortunately, Carrier was never given the opportunity to investigate or expedite the back ordered coil prior to you replacing your equipment. Should Carrier have been contacted we have a procedure in place to track down your dealer's order to the distributor and expedite the back ordered part direct with the supplier. I was unable to find any prior contact made or expedite opened for your equipment.

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 $525.00.

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 ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email.

Thank you,

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

Customer Answer
Date: 08/28/2024
An offer of $525 is honestly insulting. It cost me nearly $3,000 to resolve this matter due to you guys not being able to get me the part for months. AGAIN I WILL STRESS, the ** would not function whatsoever due to this and its during the middle of Summer in ******* where without Air Conditioning, I would literally die and it would be completely unlivable. I called Carrier along with my installer to handle this and they told us it would take months to get the part as its back ordered and could not live in my house without functioning air conditioning. A proper resolution would be $3000 as thats what this cost me due to you guys not having the part that was covered under warranty.
Business Response
Date: 09/06/2024
Dear *************************************,

The warranty Carrier provided on Model: CA14NA03600GAAAA 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. The manufacture warranty does not cover unit replacements.

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.

Unfortunately, Carrier was never given the opportunity to investigate or expedite the back ordered coil prior to you replacing your equipment. Should Carrier have been contacted we have a procedure in place to track down your dealer's order to the distributor and expedite the back ordered part direct with the supplier. I was unable to find any prior contact made or expedite opened for your equipment. The coil required is currently in stock at our factory warehouse.

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, per the warranty certificate "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product." We will be providing a one-time good will concession in the amount of $1,015.67, once we have been provided a Paid invoice outlining the new Carrier/****** equipment's model and serial number. Please be advised no further concessions will be extended to you.

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 ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/06/2024
The condenser was provided by the installer and I have attached the invoice where you will see they charged me $2400 to replace the condenser. It shows the amount due as $0 as I already paid for it but this cost me nearly $3000 total. You say The coil required is currently in stock at our factory warehouse. but the installer and I contacted the local distributor which I have also screenshotted located at **************************************** with phone number ************ and they said we would not be able to get the coil in for months under warranty. This was from your own distributor leaving us with no choice but to replace the unit as the house was 89 degrees inside from not having a functioning AC during the middle of the summer making the house unlivable. We followed the directions for a warranty claim and were told by you guys the part was not able to be obtained for months leaving us with no choice but to replace the condenser as I have provided documentation of. Feel free to contact the installer yourself that I have already provided the contact info to, but you can also find here:
*************************
************

Business Response
Date: 09/13/2024
Dear ******** **********,

The warranty Carrier provided on Model: CA14NA03600GAAAA 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. The manufacture warranty does not cover unit replacements.

Carrier was never given the opportunity to investigate or expedite the back ordered coil prior to you replacing your equipment. Should Carrier have been contacted we have a procedure in place to track down your dealers order to the distributor and expedite the back ordered part direct with the supplier. I was unable to find any prior contact made or expedite opened for your equipment by your dealer.

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, per the warranty certificate "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product." We will be providing a one-time good will concession in the amount of $1,015.67, once we have been provided a paid invoice outlining the new Carrier/****** equipment's model and serial number. Please be advised no further concessions will be extended to you.

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 ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/13/2024
I have the invoice I received and paid attached containing both the model number and serial number. The check needs written out to ******** ********** and my address is *****************************************;
Business Response
Date: 09/25/2024
Dear *** **********,
I have sent a request to our accounting department to begin processing your concession for $1015.67.
Thank you,
**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 09/25/2024
That concession doesnt cover most of the cost this caused me, a concession in the full amount is more than warranted here.
Business Response
Date: 10/21/2024
BBB *********************************************************** you previously agreed and sent your address verification, our accounting department is in the final stages of processing your concession check for $1015.67.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 11/01/2024
I still have yet to receive any compensation related to this matter and it continues to be dragged on for months and months
Business Response
Date: 11/25/2024
Dear Mr. *************************** advised in our email on 9/26/2024 "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."

We received your validation on 10/7/2024 and our accounting department began processing your concession.

I have been advised your concession check was mailed last week, the week of 11/18/24. **** mail can take 2-4 weeks to arrive. Should you not receive your check within 4 weeks of 11/18, please reach back out to our office and we will cancel the current check and ask them to remail another.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 11/25/2024
The check I received was for $1,015.67 which is NOT EVEN HALF of what this cost me when it should have been fully covered as it was under warranty. Again this was due to Carrier telling me they did not have the part and that it would take WEEKS to get the part in during the middle of summer in ************* where that is unlivable. This cost me $3,000 and Carrier sent a check for less than half which is insulting and far from a reasonable resolution as I have detailed in the months of this back and forth. The other $2k needs to be issued to resolve this matter as it should.
Business Response
Date: 12/10/2024
Dear ******** **********,

Per our response dated 9/13/24: "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; However, our decision remains unchanged, per the warranty certificate "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product." We will be providing a one-time good will concession in the amount of $1,015.67, once we have been provided a Paid invoice outlining the new Carrier/****** equipment's model and serial number. Please be advised no further concessions will be extended to you."

Our records show your concession check was mailed the week of 11/18/24 with check #**********. You agreed to the concession by responding with your name and address verification on 11/25/2024. Your concession has been issued, and we have closed this matter as resolved.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 12/11/2024
This matter is not resolved whatsoever. Youre quoting the warranty language but what you fail to comment on is the **** that my A/C technician and myself called Carrier and they told us it would take a couple months to get the part in. Going without functioning A/C for a couple months is an ABSURD expectation and INHUMANE, let alone in ******* during the middle of summer like this occurrence. The least that can be done to compensate the rest of the cost associated with what should have never happened in the first place.
Business Response
Date: 12/17/2024
Dear ******** **********,

Per our response dated 9/13/24: "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; However, our decision remains unchanged, per the warranty certificate "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product." We will be providing a one-time good will concession in the amount of $1,015.67, once we have been provided a Paid invoice outlining the new Carrier/****** equipment's model and serial number. Please be advised no further concessions will be extended to you."

Our records show your concession check was mailed the week of 11/18/24 with check #**********. You agreed to the concession by responding with your name and address verification on 11/25/2024. Your concession has been issued/received, and we have closed this matter as resolved.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 01/06/2025
I never once agreed to this nonsense compensation. They say their warranty covers the part but when I called them they said it was back ordered and would take weeks to arrive which would have left me without air conditioning during the middle of summer in ************* which is unlivable. I did not accept this as a full resolution as it cost me more than 3x this
Business Response
Date: 01/14/2025
Dear ******** **********,

Our records show your concession check was mailed the week of 11/18/24 with check #**********. You agreed to the concession by responding with your name and address verification on 11/25/2024.

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 additional 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: 01/14/2025
This is beyond absurd and a failure to honor the warranty that Carrier promises their customers. As documented, we contacted the local Carrier supplier and they informed us of the back order on the part resulting in a long wait meaning the house would not have functioning air conditioning for a long time during the middle of summer in ************* resulting in unlivable conditions. Carrier refusing to honor their warranty is in violation of consumer rights and will not be tolerated.
Business Response
Date: 01/21/2025
Dear ******** **********,

The warranty Carrier provided on Model: CA14NA03600GAAAA 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. The manufacture warranty does not cover unit replacements.

Per the manufacturer's warranty certificate "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product."

Carrier was never given the opportunity to investigate or expedite the back ordered coil prior to you replacing your equipment. Should Carrier have been contacted we have a procedure in place to track down your dealer's order to the distributor and expedite the back ordered part direct with the supplier. I was unable to find any prior contact made or expedite opened for your equipment by your dealer.

In result of Carrier not being given the opportunity to investigate the back ordered coil, we provided a one-time good will concession in the amount of $1,015.67, in which you agreed by responding with your name and address to begin the concession process.

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 additional compensation or concessions will be extended to you.

Thank you,

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

Customer Answer
Date: 01/28/2025
This response fails to resolve the problem and ignore what I am saying. Both the contractor and myself did contact Carrier and they informed both of us that the needed part is backordered and would take "weeks" to get in. Going without A/C for "weeks" during the middle of summer in ******* is NOT livable forcing me to have to replace the unit to have functioning A/C. The check sent was not what I agree to in order to FULLY settle, just in the meantime. To fully resolve this matter, a full refund is warranted to honor the warranty of the unit installed.
Initial Complaint
Date:07/26/2024
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 purchased a $16,000, 5-stage heat exchange to replace my AC/furnace in April 2023. It has failed a year later. Carrier requires customers to go through their installer and distributer, and claims that they bear no responsibility for parts as that is handled through their customer service. After repeated issues, the unit failed entirely requiring a new TXV (some part that is part of the coil). The unit does not function without it. The *** part will take 28 days to ship, so no AC during a heatwave (other than the window AC that the installer, a small business, provided out of their pocket, for a 2600 SQ FT house), and Carrier blames the distributor. This is apparently a frequent occurrence where fairly new units fail and Carrier cannot provide parts (I know of 2 others, and my friendbase isn't that big). 1. ************** number of the unit.System: Model: **************; Serial # *********** FAN: Model: *********; Serial # ********** 2. Part number and description. TXV I would like them to provide top-of-the-line mobile room AC since apparently I can expect many more years of a failing system. Or replacement of the existing system with an equivalent system from Lennox (preferred).What should be done additionally: Carrier needs to ensure parts are available in a timely manner; be held financially responsible for units that fail, rather than pushing it on small installation companies; and their "process" of making the parent company not responsible since it doesn't handle parts and repairs needs to change.
Business Response
Date: 07/31/2024
Dear *******************,

Thank you for contacting Carrier through the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
Carrier 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: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am sorry if you were not provided with these options at the time of your purchase. Please note the manufacture warranty does not cover unit replacements. Should you feel your equipment needs to be replaced, your dealer would be required to contact the district service manager and provide proof/documentation to support your request and wait for the service managers to investigate.

The part(s) in question was ordered by your service provider through their local distributor. 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 place an internal order with the manufacture for the parts in question.

It appears our senior level representatives sent you a parts order request asking for order details. We are missing the part number your dealer ordered, their PO number to the distributor and the expedite case number the was opened for their emergency order. (Expedite Case Example: E-123456). We have not been able to find a corresponding order without this information. If you or your service provider can provide this information, we would be happy to try and track down the replacement part needed.

In the meantime, I have escalated your case out to our district service manager at CE Mid-Atlantic and asked them to contact your dealer to discuss if there are any alternative repair options while we continue trying to track down your dealer's order.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 08/05/2024

Complaint: 22050214

I am rejecting this response because: Carrier still takes no responsibility for producing units that fail within 1-2 years of install and doesn't ensure that distributors are able to procure *** parts. The *** PART WAS NOT AVAILABLE - only a universal was available in less than 28 days. Carrier is producing units of inferior quality and not ensuring that there is a supply chain to remedy the expensive units when they fail. They put the onus on the small businesses that install the parts when they can finally get them (my installer paid to have parts overnighted to the distributor so that they could repair my unit). Carrier is not taking responsibility and producing products that are lemons. Consumers, as well as installers are at the mercy of Carrier and its distribution centers. They need to make improvements to their supply chain (and to their ***************** process so that the products don't fail shortly after install).

Sincerely,

*******************
Business Response
Date: 08/20/2024
Dear *******************,

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(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. 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/unit, if not they would place an internal order with the manufacture/factory for the parts in question.

The warranty Carrier provided on Model: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am sorry if you were not provided with these options at the time of your purchase. Please note the manufacture warranty does not cover unit replacements. Should you feel your equipment needs to be replaced, your dealer would be required to contact the district service manager and provide proof/documentation to support your request and wait for the service managers to investigate.

There are many things beyond the control of a manufacturer that can cause a TXV to fail, debris or contamination, incorrect refrigerant charge, overheating of the valve, to name a few.

Our customer service team sent a parts order request asking for order details required for us to track down your dealer's order and investigate the parts availability. We are missing key information including the part your dealer ordered, your dealers PO number to the distributor and the expedite case number that was opened for their emergency order. (Expedite Case Example: E-123456). We have not been able to find a corresponding order without this information. If you or your service provider can provide this information, we would be happy to try and track down the replacement part needed.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 08/20/2024

Complaint: 22050214

I am rejecting this response because: While the unit was fixed, and the warranty limited to parts, the unit should not fail - and the *** part - ie, the part PRODUCED BY CARRIER was not available to the distributor for 28 days. I know of a couple of others with recent Carrier units that failed when fairly new (1-3 years old) and where *** parts were not available for about 1 month. Stepping behind legalese and company owned subsidiaries doesn't excuse you from producing a product that is knowingly inferior and designed to fail quickly. I will procure a ****** unit next time, and I am informing others of my experience - great installer, lemon of a piece of equipment - if it fails again, I will sue under the lemon laws originally designed for automobiles...and maybe as a class, as 3 people with similar experience just among friends is a lot; an inquiry on NextDoor or ******** will probably yield numerous others dealing with Carrier lemons.
BBB - all Carrier has done is say - it doesn't matter the quality of the unit we produce, once it is sent to the distributors it is not our fault. When people end up dying because their heat fails and it is 110 degrees out - or we end up staying in a hotel because the brand new $16,000 Carrier unit is sent with defective parts and fails a year later and it is too hot in the house to live...and temperature sensitive things are destroyed leading to insurance claims...is that what it takes to get action? Getting an unsatisfactory company response of "it isn't our problem" is not a solution to a lemon of a product.

Sincerely,

*******************
Business Response
Date: 08/28/2024
Dear *******************,

The warranty Carrier provided on Model: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am sorry if you were not provided with these options at the time of your purchase.

There are many things beyond the control of a manufacturer that can cause a *** to fail, debris or contamination, incorrect refrigerant charge, overheating of the valve, to name a few. Should you feel the *** was defective, please ask your dealer to contact his district service manager at CE Mid-Atlantic to discuss your concerns and provide any requested data to the service manager for an investigation to be completed.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
Date:07/25/2024
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.
Carrier air conditioner company will not recognize that my six month old air-conditioning condenser is making horrific noise. My service provider has been very good and trying to get me a new unit carrier is putting us through the wringer with unnecessary testing of the unit. The video Carrier air conditioner company will not recognize that my six month old air air condition condenser is making horrific noise. My service provider has been very good and trying to get me a new unit carrier is putting us through the ringer with unnecessary testing of the unit. Video of the noise that the unit makes has been sent the carrier with no recognition video the video of the noise of the noise.
Business Response
Date: 07/31/2024
Dear ***************************,

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

The warranty ****** provided on Model: PA5SAN44200WABAA Serial: ********** 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. I am sorry if you were not provided with these options at the time of your purchase.

Our records indicate you contacted our customer relations department on 7/8/24 due to a noise complaint within the first year of installation. Our senior level representatives escalated your case our to our district service manager to investigate your concerns. Our service manager contacted your dealer Above All Air Heating and *********** per our request to collect additional proof and documentation to investigate your concerns. At this time our service manager has spoken with the office manager and has only received a video of the noise.

This is not sufficient enough data to investigate your noise complaint or equipment operation concerns. The service manager has requested additional data from your dealer to investigate the root cause, but so far has not received any additional supporting information to move forward with our investigation. Our service manager has explained to All Air Heating and *********** as to why this information is necessary and advised we cannot move forward in investigating your concerns until this information is received.

We would suggest contacted All Air Heating and *********** and ask them to supply the additional data requested so our district and territory service managers can resume investigating your concerns.

Thank you,

*******************
Consumer Liaison- Executive Offices
****** Corporation
Customer Answer
Date: 08/13/2024

Complaint: 22042708

I am rejecting this response because:
My installer all above air-conditioning has sent most of the requested information including a video which would tell you whats wrong with the unit. You have to hear the noise of the unit to make a determination but theres something wrong with the unit the video should tell ALL!
Sincerely,

***************************
Initial Complaint
Date:07/13/2024
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 complaint is in regards to the new Carrier residential HVAC system that I purchased in 2020 and had installed by ****** Heating and Air (**************************************************, *******, GA ***** Ph - *************. Less than 2 years later in 2022, our new Carrier HVAC system had a major failure in the outside unit. There was at least a 2-week period in which this failing compressor would wake my family up nightly (EXTREMELY LOUD compressor noise). After extensive (many/many appts) investigation by ******, their recommendation was to ask Carrier to replace the outside unit. Carrier REFUSED to replace the exterior unit and eventually agreed to replace the compressor. ****** installed the compressor under their warranty. This corrected the terribly loud noise for the next 2 years until now. About a week ago, the SAME EXTREMELY LOUD compressor noise has returned. It has been waking my family up every night this week because this same super loud noise starts up between 2-5am. ******************** and Air have been out to investigate the problem as they did 2 years ago(twice this week). This time, they again said that its typically quite hard to work with the Carrier warranty department. They informed me that even if Carrier allowed the replacement under warranty, It would cost me $2300.00 in labor for them to install the new compressor. Keep in mind, this CARRIER HVAC system is roughly only 4 years old!!?? Even if I replace this 2nd failed unit for $2300, I am scared that I will have to do this AGAIN in 2 years! My family cannot afford to continually spend 1000's of dollars every year fixing a defective design. I bought an upgraded Carrier system because I believed that its a premium system that they stand behind. I am unfortunately finding out that made HUGE mistake buying a Carrier residential HVAC system.
Business Response
Date: 07/25/2024
Dear ***************************,

Thank you for contacting the Carrier Corporation. We have received your complaint submitted to the Better Business Bureau on 7/13/2024 and opened case number ********. 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: 24ACC436A003, Serial: 0920E19215) is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... I have included a copy of your warranty card for your records.

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

I have engaged our district service manager and requested he contact your installer, ******************** and Air, to provide factory support and assist with establishing a root cause of the compressor failures. Once theyve had a chance to review, ****** Heating and Air should be contacting you with any updates or next steps.

We appreciate your patience with this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 07/25/2024

Complaint: 21984691

I am rejecting this response because: I need more action on Carrier's part here. This is the 2nd compressor failure within 4 years of purchasing the new Carrier unit from *****. This time ****** (and you) tell me that I am responsible for the labor to install a new compressor. ****** quoted me verbally that it will cost me ~ $2300 in labor alone which in my opinion is way out of line. (Especially that this is an ongoing issue) How am I supposed to feel confident that this will not happen to me every 2 years? Have you redesigned the compressor for this model? How will this replacement be different from the last compressor replacement that was done less than 2 years ago? I am NOT feeling good about spending my money purchasing a Carrier product at this point.

Sincerely,

***************************
Business Response
Date: 07/31/2024
Dear ***************************,

Thank you for your recent response.

Our district service manager has contacted your installer, ******************** and Air, to offer factory support regarding the noise issue. Based on the information provided by ****** and the video recording of the noise, it has been determined that this might be a thermostat issue. Nest thermostats are known to sometimes cause compressors to run backwards, making a loud noise like grinding mental. It was suggested by our service manager that ****** recommended a new or different type of thermostat to resolve this issue.

Please reach out to ****** Heating and Air to discuss next steps.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:07/01/2024
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.
My A/C unit was built in June of 2020, I closed on my brand new townhouse on July 31, 2020 with my brand new A/C unit. I would like to know why starting 5/12/23 ending 8/17/23 I had to spend $2,858.00 on your new A/C unit (a new one costs just over 4k) to replace the coil that is on the outside condenser which is only 3yrs old. I was without A/C from 6/30/2023 to 8/17/23 which is when we had a heatwave in ********. My house was 87 and 88 degrees (which I can send you a picture of the thermostat) because you opted to (manufacture a new coil instead of supplying a new condenser (because it is the cheaper option for you). Im on medication for high blood pressure it is a good thing nothing happened to me medically. Out of the $2,858 you had me pay a $200 shipping cost regardless of the coil covered by warranty.There is absolutely no reason I should be spending $2,858 for refrigerant and labor and shipping for a condenser coil on an A/C unit that just turned 3yrs old that is due to a manufacturing defect because this does not happen at install since the is already assembled when installed..With that said I would like my money back from Carrier.If there is no resolution to this I will be posting this online as a review and filing a complaint with the Better Business Bureau as well as possibly discussing this with an attorney.I would like this email forwarded to management and CEO and would like an answer to the resolution to this from management and CEO and not from the customer service department.I had sent email inquires regarding this on Oct. 10, 2023, Nov. 14,2023, Dec. 27, 2023 and sent a customer complaint on **********************'s website again earlier this year with no response to any.
Business Response
Date: 07/02/2024
Dear *************,

Thank you for contacting Carrier Corporation. We have received your BBB complaint filed on 7/2/2024. 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: CA13NA030BNG, 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... I have attached a copy of your warranty card for your records.

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

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

We have engaged the assistance of our district service manager and requested he contact your service provider, D&D Comfort & Heating & Air, to discuss the details of this repair. They have confirmed the charges you incurred are only for what the manufacture warranty does not cover, including labor and refrigerant. The $200 they charged for shipping was to expedite the coil.

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: 07/18/2024

Complaint: 21929320

I am rejecting this response because: This is a manufacturing defect on a 3 yr old unit and not a maintenance problem or a broken part problem the Condenser already comes assembled and all is done is installation this did not happen at install. Carrier owes me the amount for the defective product. Court is next if not resolved.
Sincerely,

*************
Customer Answer
Date: 07/24/2024
I do not except the response Carrier owes me that amount of money. I was told by my HVAC company that a person across the road had the same problem but they opted out of spending the money for the fix and are still fighting with Carrier. Maybe I'll reach out to that person and file a joint lawsuit. This is a Carrier manufacturing defect not a broken part the where the welding is on the condenser coil is where the leak is you can clearly see on the pictures provided by D & D Comfort.
Thank you,
*************
Business Response
Date: 07/29/2024
Dear *************,

Thank you for your recent response.

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

*** limited parts warranty does not cover labor, refrigerant, diagnostics, or any additional shipping fees charged to you by your service provider.

As is stands, our answer remains unchanged. No compensation or concessions beyond the limited parts warranty coverage will be extended to you.

I am sorry we are unable to provide a response more in your favor.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 07/30/2024

Complaint: 21929320

I am rejecting this response because:
As I stated previously this is a 3yr old unit and this should not happen. Carrier is responsible for their manufacturing defect and owes me the sum stated.
But I guess we'll let the court decide.

Sincerely,

Jeno Kiss
Initial Complaint
Date:07/01/2024
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.
I have purchased Air conditioner units less than 3 years from Carrier corporation recently the unit stopped working and I called service provider to do the repair. The service provider found out the the has 10 years warranty he decided to order the parts through Carrier but carrier said that it will take 10 to 14 days to receive the parts. I am a retired senior citizen with health issues that require my to use breathing devices every night. The temperature in my house is ****************************************** house for 1 week I contact Carrier and I filed a complaint regarding the delay in delivery the part to fix my unit they gave me a case number and told me is going to take 5days to investigate while the part was not delivered. Please I need help my family are now sleeping and staying with friend and I am also staying with friend I cannot use my breathing machine and Carrier are not helping to expedite the repairs. I have trusted this company but I am disappointed the temperature in ******* ** is 97 degrees me and my family are out of our house due to the heat. I dont think Carrier cares about my situation I almost had a heatstroke I fell down due to the heat in my house.
Business Response
Date: 07/16/2024
Dear *************************************,

On behalf of Carrier, I am sorry to hear your dealer was unable to source your replacement parts locally.

Our Records indicate on 7/1 we received answers to the 7 part questions our Senior Level representatives requested. On 7/2, we contacted you and your dealer advising the part in question was in stock and could be ordered as an emergency. "I have checked our factory inventory and show we currently have Qty 567 of fan motor HD42GQ231 in stock and available to ship from our factory warehouse. 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 place an internal order with the manufacture for the parts in question. We would suggest reaching out to **** HVAC & Electric and confirm they booked an Emergency Priority 5 order with the local distributor. Priority 5 orders are typically processed and shipped out the same day as long as the part is in stock, and the order is booked prior to 4pm EST. (NOTE: Priority and shipping methods are selected by your dealer at the time of ordering)."

When speaking to ******************* at **** HVAC it appears this part was ordered and shipped on a ground truck to be delivered Friday 7/5. We asked *** to follow up should there be any hold *** on Friday obtaining the part. We did not hear back.

Thank you for taking the time to reach out to us regarding your experience. Should you need further assistance please reach back out to our office **************.

Thank you,

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

Customer Answer
Date: 07/16/2024
I am very satisfied with this response. I realized that my contractor miss lead me that carrier was responsible for not getting the parts on time but I since refused **** to continue with the service. I have to hire a new contractor.
Hat was not helpful at all they did care what I was going through without air conditioner in 110 degrees.
Again I apologize to Carrier they are very good. I will always buy Carrier products.
Customer Answer
Date: 07/17/2024
Date Sent: 7/16/2024 12:11:26 PM
I am very satisfied with this response. I realized that my contractor miss lead me that carrier was responsible for not getting the parts on time but I since refused **** to continue with the service. I have to hire a new contractor.
Hat was not helpful at all they did care what I was going through without air conditioner in 110 degrees.
Again I apologize to Carrier they are very good. I will always buy Carrier products.
Initial Complaint
Date:06/24/2024
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.
got a new hvac system installed on May 13th. Initially I was told my heater needed to be replaced, but since they were old, I decided to do both Air and heat. Took 6 weeks in the middle of winter to get installed. By the time they did, winter was over. System has been in for 5 weeks. Last Monday,June 17th, my A/C stopped working. Called tech to come out, They told me it needed a new ************** 5 Weeks in! One whole week went by with 95+ weather in ************, I was told today, June 24th, that the part was not in stock. It took 1 week to tell me they cant fix it and need to wait for a part. I was told there is NO eta for this part. I asked for a replacement unit since it is so new and it is so hot here. I was told I had to wait for the part. No time table for this part though. I feel Carrier should have to replace the unit immediately or pay for the purchase of 4 wall units to cool my home. I already had to go purchase thes3 at 800 total dollars. They still don't cool as a central unit would. I have 3 bedrooms with air and 1 in the living room. Still sits at 80 downstairs.
Customer Answer
Date: 07/02/2024
The date the *********** stopped working was June 17th. The update I got from the installer yesterday was that the part was still out of stock and that there was no ETA.
Carrier does not deal directly with consumers, so I am getting this information from Priority Comfort. That is the company that installed the unit. At what point do I take legal action or is that even possible? Thank you
Business Response
Date: 07/02/2024
Dear ****** ****,

Thank you for contacting Carrier Corporation. We have received your BBB complaint filed on 6/25/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The part 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.

I have sent you a separate email with a request for pertinent part and order information so that we may investigate the part availability on your behalf. Please have your Service Provider fill in ALL information and we will make every effort to locate your order. However, as we are not directly involved with the part order process, we would not be able to guarantee a relative timeframe. While we are working hard to provide answers for you, your Service Provider will always to be your best resource and should continue to work with their local distributor for any status updates.

We appreciate your cooperation with this matter.

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 07/05/2024
Carrier reached out to ask for information on the part I need. I connected them with the tech that gave me the initial diagnosis. It's been 3 days and ,no update. Monday will be three full weeks down. I only had it operational for 5 weeks before it broke. Forecast for Pennsylvania is 95 degrees for the next 5 days. They should just take a circuit board from a new unit and install it in mine, then replace it whenever they finally get 1. I should not have to wait weeks on end to repair a 5 week old unit. Can I pursue a lawyer or is there a time frame I need to wait?
Customer Answer
Date: 07/12/2024

Complaint: 21896202

I am rejecting this response because: It has been 3 weeks and they still cant find the replacement part in order to fix the unit. I want the whole unit replaced immediately if they can't get parts to fix it. It was 5 weeks old when it died!

Sincerely,

****** ****
Customer Answer
Date: 07/24/2024
I just wanted to know if this is as far as I can take my complaint? I still have not had my HVAC fixed. It has been over a month now.
Business Response
Date: 07/31/2024
Dear ****** ****,

On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment.

Typically, when a dealer services equipment and the homeowner is needing a warranty repair, the dealer themselves would place an order with the local ICP distributor, but this is not the case with ************* Shield warranty. ******************** assigns dealers to complete repairs and requires the dealer to place a paper order form with the ************************ for any required parts. Once the paper form has been submitted to ****, the equipment warranty is verified, and a manual order is placed.

I contacted the **** warranty department and obtained the internal order that was placed for your American Home Shield dealer Priority Comfort LLC. I asked for the order to be upgraded to an Emergency and to be shipped via NDA as soon as possible. I have confirmed your replacement ************* ******* shipped 7/31 via ***** tracking # ************. This order shows it should be delivered today. We would suggest contacted Priority Comfort LLC as they will need to schedule your repair.

Thank you,

**** *****
Consumer Liaison- Executive Offices
International Comfort Products
Customer Answer
Date: 08/15/2024
Is this another replacement? The one I waited 5 weeks for was defective!
Customer Answer
Date: 08/16/2024
Date Sent: 8/15/2024 3:01:40 PM
Is this another replacement? The one I waited 5 weeks for was defective!
Business Response
Date: 08/27/2024
Dear ****** ****,

On behalf of International Comfort Products, I am very sorry to learn of the problems you have experienced with your equipment.

Normally should a dealer have a defective part arrive, the first step would be for the dealer to contact the office they placed their order with for tech support and to place a new order if needed.

It appears your dealer has been in communication with Carrier's CRNA warranty team they booked their order with. The following has communicated with your dealer through CRNA Warranty Department: Carrier's tech support stats the board ordered by your dealer (*******) incorporates NFC technology and requires your dealer/contractor to program the board via one of two methods. 1) By using the NFC/Service Tech App or 2) by a tool called a "Super Plug" which would allow the dealer to download and specify what software is needed based off your model and serial number.

I would suggest contacting your dealer to discuss the next steps in repairing your system.

Thank you,

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

Customer Answer
Date: 08/28/2024

Complaint: 21896202

I am rejecting this response because: Priority comfort came out with the new board. They spent 2 hours trying to program it while on the phone with manufacturers tech support. Priority comfort was told the baord they received was bad and they needed a new one. Now I'm told they have no boards.

Sincerely,

****** ****
Initial Complaint
Date:06/23/2024
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 a new house in November 2017. It came with a CA16na048-A model unit. Condenser 8/3/2020. The Condenser coil was again replaced on June 28, 2022. Then again this June 13 the coil was leaking. This time the ** welded the coil to see if it last longer. I have spent enough to replace the whole unit on repairs. The quality of this unit has been very poor. It would be nice if Carrier would build better equipment.
Business Response
Date: 07/01/2024
Dear ***********************,

Thank you for contacting Carrier Corporation; we have received your BBB complaint filed on 6/24/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

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

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

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

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

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer Answer
Date: 07/01/2024
************ installed the unit in a new house build in the summer of 2017. Likely July of 2017. I registered the unit online when we closed on the house in November 2017. The condenser coil has been replaced two times and ******* welded it the last time to see if this worked better. Filter has been changed every 4 months and drain kept clean by myself. Let me know if you need anymore information. ***********************
Customer Answer
Date: 07/03/2024
Date Sent: 7/1/2024 6:42:08 PM
************ installed the unit in a new house build in the summer of 2017. Likely July of 2017. I registered the unit online when we closed on the house in November 2017. The condenser coil has been replaced two times and ******* welded it the last time to see if this worked better. Filter has been changed every 4 months and drain kept clean by myself. Let me know if you need anymore information. ***********************
Business Response
Date: 07/25/2024
Dear ***********************,

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

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

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

- Serial number that goes with Mode *************
- Date of closing (Nov. ___, 2017)
- Name and phone number of current servicer if different than ************
- All Maintenance and prior service documents/invoices

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

Sincerely,

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

Customer Answer
Date: 07/30/2024
It appears they are asking for the information that has already been provided. Do I need to submit it again? Or can they review the previous submitted info.
Thanks ****
Customer Answer
Date: 07/30/2024

Complaint: 21891223

I am rejecting this response because:
I have already submitted the items they are asking for again.

Sincerely,

***********************
Customer Answer
Date: 08/11/2024
Does Carrier have all the information they need. If an item is still open please reply with the only item they still need.
Thanks ****
Business Response
Date: 08/14/2024
Dear ***********************,

Thank you for your recent response and providing invoices from your previous repairs.

The warranty Carrier provided on (Model: CA16NA04800G, Serial: 2517E07265) 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... I have attached a copy of your warranty card for your records.

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

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

Given the repeated failures youve experienced, I have engaged the assistance of our district service manager and requested he contact your service provider,Moodys Air Conditioning and Heating, to provide factory support and help establish a root cause of the coil failures. Moodys will be reaching out to you with any updates or next steps if needed.

We appreciate your patience as we investigate this matter. Updates will be sent directly to you by email at the following address: *******************

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
Date:06/22/2024
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 in March 2023, which included COR thermostats by Carrier. Since then, Carrier has not allowed us to transfer the thermostat account to our name, despite providing proof of home ownership. They claim that their thermostats are non-transferrable and the only solution is to have all the thermostats upgraded and installed by a licensed Carrier technician.This would result in unnecessary expenses for us, effectively putting more money in Carrier's pocket. This practice feels like a scam. We have never encountered such an issue with other thermostat companies like Nest or Honeywell, which allow seamless transfer of accounts to new homeowners.We are frustrated with Carrier's policy and their lack of consideration for customers in our situation.
Business Response
Date: 07/01/2024
Dear *****************************,

Thank you for contacting Carrier Corporation; we have received your BBB complaint filed on 6/22/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced.

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

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

- Model & serial numbers of your equipment
- Installation date of the equipment
- Name and phone number of installer
- Name and phone number of current servicer

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

Sincerely,

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

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