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

225 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:06/04/2024
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.
All details of the transaction are included in attachments (letter to involved parties & subsequent ****** review after not receiving responses). I sent correspondence to International Comfort Products (ICP) and Carrier Corporation Manufacturer (at website: www.icp.com), along with the distributor and installer of my Carrier A/C unit to resolve between them who should reimburse me for a faulty drain pan unit that ultimately cost me the amount of reimbursement I am seeking for additional charges to fix and water damage as a result $3,440.59. The distributor ultimately said the drain pan was damaged and had hairline crack causing water damage and the installer said they did not detect any drain pan damage on installation; therefore, I am directing my request for reimbursement at ICP for damage to what should have been a brand new drain pan, but ultimately caused all the extra work and damage (see details in attachments). I have heard nothing back from ICP despite my initial letter an logging a ****** review. This is unacceptable from any reputable business and I would appreciate BBB looking into it for me.
Business Response
Date: 07/02/2024
Dear *****************,

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

The warranty ICP provided on Model: WAXL604A08E Serial: ********** is a 5-year limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them.

I have reviewed your case file, and it appears your service provider contacted ICP's customer relations office on your behalf on 10/26/2023 (case ********) and spoke with our senior level representative seeking compensation for water damage to your floor due to a leaking drain pan. Our agent advised the manufacture covers parts only and should they feel it was defective they should contact the local distributor for investigation and to file a warranty claim for the replacement parts. Our agent also advised your service provider if there was property damage you as the homeowner must file a claim with your home insurance company.

Our warranty records indicate your service provider contacted the local distributor and file a warranty claim for a replacement coil and condensate pan and received credit for those parts.

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. We would suggest contacting your home warranty company should you seek compensation for the water damages/repairs.

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
International Comfort Products
Initial Complaint
Date:05/30/2024
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 produces HVAC components and sells them through local installers. They are required to meet and publish certain EPA guidelines when doing so, such as SEER/SEER2 ratings. Carrier has specifically gone out of their way to create a system that hides the technical specs of these ratings and instead simply deflects questions about them. Instead of answering technical questions themselves, they subtract to mangledorf. If you call mangledorf, they say they are not authorized to discuss model information or technical specs for carrier products though. That means it is currently impossible to verify carrier's claims for SEER/SEER2 and other similar ratings. Every other HVAC manufacturer publishes this data, but carrier does not and instead they put out advertises of "Up to SEER 16" with no actual technical facts published. Furthermore, instead of simply answering questions about it or telling customers where to get this information they play a game by redirecting customers to mangledorf despite ********************** specifically instructed mangledorf not to answer those questions.
Business Response
Date: 06/10/2024
Dear *******************,

Thank you for contacting Carrier through BBB. On behalf of Carrier, I am very sorry to learn of the problems you have experienced obtaining equipment specifications.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. When viewing equipment on our website you will see equipment stating, "Up to Seer 16". This message indicates the specific model could achieve a 16 SEER/SEER2 rating depending on what other equipment is paired with it.

Equipment once it has been installed would have a combined AHRI/SEER rating for the complete system, which could be up to the 16 SEER. Customer relations is unable to pull SEER ratings without being provided the complete model numbers your dealer has quoted you. Should you have a list of full model numbers (***** digits) that your dealer is quoting, our team would be more than happy to run the equipment models to determine the AHRI/SEER ratings.

Should you need further technical product data, we would suggest speaking with your dealer/service provider as they are connected to a network of factory service managers, giving them direct access to engineering expertise.

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

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer Answer
Date: 06/11/2024
The response from Carrier is both technically accurate and also a complete fabrication. I have already called Carrier, with the part numbers in hand, and the refused to provide said specifications. Instead, they referred me to a sub contractor who said I do not need to know the specifications. So their response of "If you provide models, we would be happy to provide this information" is a flat out lie.
Customer Answer
Date: 06/11/2024

Complaint: 21781257

I am rejecting this response because: Apparently I need to respond here and not the previous window I typed in. Carrier states they will provide specifications for efficiency if provided specific model numbers, but this is not true. I called carrier with model numbers in hand and was redirected to a sub contractor who specifically told me that I do not need that information as a consumer. I even recorded a ******* video at the time and show the call log in the video, if you wish to confirm I called carrier and the subcontractor.

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

Sincerely,

*******************
Business Response
Date: 06/13/2024
Dear *******************,
I apologize, I show no prior call records based off the phone number, email and address you provided in your BBB complaint.
Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. When viewing equipment on our website you will see equipment stating, "Up to Seer 16". This message indicates the specific model could achieve a 16 SEER/SEER2 rating depending on what other equipment is paired with it.

A combination SEER/SEER2 rating includes your outside condenser/heat pump unit, indoor air handler and if you have a furnace that model is taken into consideration to give an overall SEER/SEER2 rating. Customer relations is unable to pull SEER ratings without being provided the complete model numbers your dealer has quoted you. Should you obtain a list of full model numbers (***** digits) that your dealer is quoting, our team would be more than happy to run the equipment models to determine the AHRI/SEER ratings.

Should you need further technical product data, we would suggest speaking with your dealer/service provider as they are connected to a network of factory service managers, giving them direct access to engineering expertise.

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

Thank you,

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

Customer Answer
Date: 06/13/2024

Complaint: 21781257

I am rejecting this response because:They are literally, completely ignoring the issue and continuing to deflect. I literally showed a ******* video in my last response in which I show the call log in my phone and show where I called carrier and there response is "We have no records of your phone call". This is irrevalnt, them ahving logs or not having logs in no way disputes the fact that I called them (which again, I showed on video) nor what they tell customers when customers call. Just like when I called them, their responses here are pure deflection.

Sincerely,

*******************
Initial Complaint
Date:05/29/2024
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.
I have a unit under warranty and I am having issues. EVERYONE that can repair this is charging me more money because they have charge the part on their trade account and then get the money back from Carrier. I have found a repair person that is going to do the job for a fair price, IF carrier will just provide the part under warranty versus having him PAY for it upfront and then waiting on his money back I need Carrier to give the part to my repair guy without asking him to pay for it, it is under warranty, this is not that complicated and I need the ** working NOW. please
Business Response
Date: 06/04/2024
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.

The warranty Carrier provided on (Model: CA16NA04200G, Serial: 1617E10445) 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.

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 a part to be covered under the limited parts warranty, an authorized dealer would need an account set up with their local distributor in order purchase warranty parts and file claims on your behalf. Once the repair is completed, the dealer will submit the claim to their distributor for reimbursement and return the failed part for quality assurance.

Some dealers will cover the initial cost of the warranty part, while others may choose to charge the homeowner up front and reimburse them later. This decision is made by your dealer and is not a requirement per the terms of the warranty.

I have included a list of Carrier Factory Authorized Dealers in your area. Factory Authorized Dealers are more likely to cover the cost of warranty parts as much of their work involves Carrier equipment and they have a good working relationship with their local distributor. You can also view a complete list on our website www.carrer.com.

I have also provided a $250 voucher to have a different dealer come out to your home. Please note that we do not require dealers to accept our vouchers, so be sure to mention it prior to scheduling service.

Bill Joplins Air Conditioning and Heating - ************
Colony Air Conditioning & Heating - ************
Collin ********************** ************
D T Air Conditioning & *************** ************
Total Air Conditioning and Heating - ************

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

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
Initial Complaint
Date:05/24/2024
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.
We had a new mini split install in 2017. Every year we have it break down at least twice. We have had 3 servicers try and repair it and then finall in April of this year our servicer ******** cool could not get it running. Parts were under warranty but we paid many service charges of more than ******* just this year to ******** **** for a mini split that does not work. We want a new unit and to recover at least our *******. All parts have been replaced and it still does not run. I have contacted courier and get no answers. They say we need technical support. The unit was 4000 and many The documents I attached are just for the recent times.
Business Response
Date: 06/06/2024
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.

The warranty Carrier provided on (Model: 38MHRQ09A--1, Serial: ********** &Model: 40MHHQ09---1, 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. 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.

I have sent your case to our district service manager and requested he contact your service provider, Carolina ***** to offer factory support. He has confirmed that your service provider will be replacing the unit. Please be aware that Carrier will be providing the replacement equipment and any additional fees to remove and install the new equipment should be negotiated with Carolina ***** Please reach out to them directly for any updates or next steps as needed.

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

Sincerely,

************************* | *********************** Specialist | ********************** *******************************
Initial Complaint
Date:05/12/2024
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.
2 years ago we had a company install a brand new model 50ZHC042-30TP. Yesterday the ** stopped blowing cold air, so we called the same company out to repair it. They came out today and the unit has had a major refrigerant leak from what the tech said. The tech also advised that the leak is not due to anything we did, nor is it from normal wear and tear. The tech advised that the manufacturer put the copper tubes too close to each other and that vibrations cause wear on the tubes to the point where they spring leaks. I am completely out of refrigerant supposedly, and the unit requires 9lbs of it on top of the repair. Ive spoke with a separate company since the tech came out (he did not repair the unit), and they advised this is a common issue they have experienced, and both companies stated that the manufacturer does not cover this under warranty. How can poor manufacturing cause this problem but not be covered by their own warranty. I havent finished paying on this brand new unit and now they want $2k to repair it. This is absolutely unacceptable from a company to sell a product that will fail from normal usage.
Business Response
Date: 05/20/2024
Dear *************************,

Thank you for contacting Carrier Corporation; we have received your complaint submitted to the Better Business Bureau on 5/12/2024. On behalf of Carrier, we are 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: 50ZHC042---3-TP, 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 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.

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

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; 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: 06/05/2024
I do not see how this passed all your "rigorous" factory testing if it was caused by it's own internal components. The small copper lines vibrate during the ** running. Because they vibrate, and they were too close to the main coil, they rubbed the main coil until there was a visible hole in the main coil. Due to the hole in the main coil, I lost all 9lbs of refrigerant (within less than 2 years). Seeing as though the hole was small, this may have come that way from the factory. The cost of 9lb of refrigerant was over $600 from the company that came to ****** new copper to the main coil to fix the issue. On top of the service call cost of $300. This response is not acceptable for a 2-year-old machine to destroy its own main coil due to poor manufacturing. At the very least, I expect compensation for the repair due to faulty manufacturing.
Business Response
Date: 06/11/2024
Dear *************************,

Thank you for your recent response.

We are certainly willing to look into the charges youve incurred for this repair. We are asking that you provide us with diagnostic and a paid itemized invoice for review of those charges. Please ask your dealer to itemize the charges so we can accurately review them. Please email the documents to ****************************** and reference case # ******** in the subject line. Once received, our *********************** will review the invoice and will be in contact with you.

We appreciate your cooperation with this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation |******************************
Initial Complaint
Date:05/09/2024
Type:Order 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 home is two years old. Within these two years I have had to replace 4 HVAC blower motors by an HVAC company; *********************** . *********************** has been replacing the same defective blower motors in homes in my neighborhood and cannot understand or explain why these blower motors fail in a time frame of 8 months average. Typically a blower motor should last 10 to 12 years. Carrier corporation is the company that provides blower motors to a distributor. *********************** in return receives replacement HVAC parts from the distributor. When I spoke with carrier corporation customer service they initially blamed my home for having faulty electrical wiring or duct work. On May 1 *********************** inspected my HVAC equipment for 3 hours. The results of the inspection showed nothing faulty. Therefore it would appear blower motors built by Carrier and supplied to the distributor are defective. Carriers statement about parts is as follows: 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. It is my opinion that carrier does not maintain quality control for their parts to be used in their HVAC systems, which then results in the customer having to pay for parts and labor costs after the warranty ends. I find this to be an unfair practice by carrier, since the customer does not have a choice in obtaining a different blower motor, other than what carrier provides the distributor.
Business Response
Date: 05/21/2024
Dear ***************************,

Thank you for contacting Carrier Corporation. We have received your complaint submitted to the Better Business Bureau on 5/9/2024. 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: 58SC1A090E21--20, Serial: ********** & Model: 58SC1A045E17--12,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, *********************** Air Conditioning, to discuss the blower motor replacements on both units. Based on the information provided by the service manager and our records of the repairs in our warranty database, the last two motors that were replaced on (Model: 58SC1A090E2120, Serial: *************** due to operational noise and no mechanical failures have been reported. If you experience any additional motor noise concerns, our service manager has requested that *********************** return the motor to him so he can submit it to the factory for mechanical evaluation/inspection.

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,

************************* | *********************** Specialist | ********************** *******************************
Customer Answer
Date: 05/22/2024

Complaint: 21690134

I am rejecting this response because: *********************** has not addressed nor claimed ownership as to why I had four defective blower motors prematurely stopped functioning, while stating 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.
In my opinion Carrier has not been responsible to ensure the equipment they manufacture operates to specifications. If they had my blower motors wouldnt have stopped working within 4-6 months. The implied warranty life for blower motors is 10 years or more. After talking with *********************** today they informed me they obtain replacement parts directly from Carrier Corporation, yet they have been having issues with Carrier parts for almost 2 years, parts that require replacing far sooner than they should. This has been proven in my neighborhood since all homes were built in the last 2-3 years, and many homeowners such as myself have had defective Carrier HVAC parts that required replacing.
Again I am requesting Carrier Corporation take full ownership with the *** parts they produce and then provide to service companies. If Carrier really wants to stand behind their parts they will cover the labor costs for any future replacement parts beyond the two year warranty.

Sincerely,

***************************
Business Response
Date: 05/28/2024
Dear ***************************,

Thank you for your recent response.

As I explained in my pervious response, the last two motors you had replaced were due to a noise complaint and replaced by *********************** for customer satisfaction. No recent failures were reported to our district service manager or indicated in the warranty claims submitted by ***********************.

Our warranty database does indicate there have been two blower motor replacements on (Model: 58SC1A045E1712, Serial: 3121A18771). In order to investigate this matter further, our service manager has requested that *********************** contact him right away to discuss any additional failure and determine a root cause to ensure the problem has been addressed.

As the original owner, you have an active limited parts warranty until 4/18/2032.We will continue to honor our limited warranty commitment and provide replacement parts at no cost to you. In addition, I have included a one-time good will voucher in the amount of $250.00. This voucher can be applied toward the purchase of new equipment, replacement parts, service, and maintenance.

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

Sincerely,

************************* | *********************** Specialist | ********************** *******************************
Customer Answer
Date: 05/29/2024

Complaint: 21690134

I am rejecting this response because: per Carrier Corporation response blower motor replaced due to a noise complaint and replaced by *********************** for customer satisfaction. This is inaccurate information and shows Carrier does not maintain a satisfactory invoice record keeping. Yes I had noises in my attic, but this was not related to blower motor issues. Therefore let me clarify in detail the four invoices below that prove four blower motors were replaced in one year and two months, with each motor lasting approximately six months:
invoice # *******, date 11/21/22, motor replaced in *************** side of home
invoice #*******, date 2/22/23, motor replaced in main home
invoice #*******, date 10/21/23, motor replaced in *************** side of home
invoice #*******, date 5/1/24, motor replaced in main home
While I appreciate the voucher Carrier Corporation provided me, this still does not address why the *** parts Carrier provides *********************** prematurely fail, especially since the life expectancy for a blower motor is 10 years or more. I know for a fact that other homeowners in ****** and ******* are have the exact same issues with Carrier, yet Carrier has yet to admit fault. *********************** has indicated to me they have attempted to communicate the faulty blower motor issue unsuccessfully with Carrier. As a result homeowners like me must now work with Carrier to reach satisfaction.
Again I am requesting Carrier Corporate cover the labor cost for a total of 10 years for any future blower motors that will eventually require replacement.

Sincerely,

***************************
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a complaint on 04/16/2024. No body contacted me about it till I saw business response on the BBB web today.I do not accept the business expaination about my complaint.My first TempStar AC unit lasted 9 years. The second one, the Fan broken after 10 year and 1 month. I ask the business reimburse me the the part fee of the fan for $300. I attached the receipts from my original complaint on 04/16/2024.I think the quality of TempStar AC is a BIG PROBLEM. I would like someone reply to me on this matter.
Business Response
Date: 05/09/2024
Dear *************************,

On behalf of ICP (TempStar), I am very sorry to learn of the problems you have experienced with your equipment.

ICP 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 ICP provided on Model: N4A348AKB200 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 am very sorry for the problems you are having presently; however, your equipment is out of warranty, and our warranty system indicates no claims were submitted during the warranty period. Therefore, we can only conclude that there were no issues with your equipment during the warranty period.

Our decision remains unchanged, without documentation that you had the equipment properly maintained by a licensed HVAC servicer since installation, and service tickets 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 | International Comfort Products
Initial Complaint
Date:04/28/2024
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 of 2023 I purchased a carrier infinity system as a bundle system worked get during last year. this year when utilizing the ** & heat function the unit now has what the HV** tech are calling dirty sock smell. I have a tech showing up tomorrow to try to eliminate the problem. this is very unacceptable of a system that I thought I could trust because carrier made it. please also note and I mean this will all due respect. IF am in need of an air purifier or UVC light I will hold carrier responsible since yall cannot help me.Please also note that i will be contacting yalls office tomorrow.
Business Response
Date: 04/29/2024
Dear *************************,

Thank you for contacting the 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.

You contacted our Customer ******************** on 4/29/2024 to discuss an issue with your thermostat and the diagnosis of dirty sock syndrome. Our representative was able to get you your thermostat connected and provided some additional information regarding dirty sock syndrome pertaining to HVAC equipment.

Please continue to work with your dealer to determine a root cause of the problem and to establish possible resolutions moving forward. Should you need any further assistance, please reach back out to our Customer ******************** at ****************************.

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

Sincerely,

************************* | *********************** Specialist | ********************** *******************************
Customer Answer
Date: 04/30/2024

Complaint: 21637906

I am rejecting this response because: it would be nice if yall could assist with the off set of a uv light I now have to buy to help with this issue after spending ****** on the system

Sincerely,

*************************
Business Response
Date: 05/01/2024
Dear *************************,

Thank you for your recent response.

The warranty Carrier provided on (Model: 24VNA936A003, Serial: 1123E04848) 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.

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

As outlined in the information provided to you by our Customer ********************* Dirty Sock Syndrome is a known HVAC issue in southern states,plaguing a small percentage of heat pumps. The problem itself is sporadic and is somehow related to living style or products in the home and/or return duct leakage. This problem is not brand specific and is caused by airborne contaminants that are circulated into the heating and air conditioning system via the return air duct system.

Accessories suggested by your dealer to address this concern, such as a UV light, are not included in the limited parts warranty coverage, as this is not an equipment issue.

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,

************************* | *********************** Specialist | ********************** *********************************************************

Customer Answer
Date: 05/01/2024

Complaint: 21637906

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:04/23/2024
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 Carrier AC/Heat pump unit from a large AC company approximately 5 years ago. The unit has a 10 year parts warranty. After years of problems, it finally stopped working and we were told the syntinoid burned out. However, a replacement part is not possible because Carrier has discontinued this unit and all related parts. Model 25HNB960A310. Serial 4215E04748. I called their customer service line and was told the only help they could offer me was the name of Carrier dealer. I asked what consideration we would be given for a unit that is still under warranty but defective. She agent said that was a question for the dealer. Two different dealers have told us the only remedy is a new unit because a replacement part cannot be found. Carrier has said they have no responsibility to accommodate my need for a part.
Business Response
Date: 04/24/2024
Dear ****************,

As a one-time good will concession, we will provide reimbursement for the "Factory Selling Cost" for part # ******-763 which is $92.93.

After receiving this BBB notification, our accounting department will be reaching out to you via email ****************** 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. If you would like to cc ****************************** on your response back to ***************************************** we would be happy to confirm we have received your secondary validation.

Sincerely,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Business Response
Date: 05/01/2024
Dear *****************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment. We have received your BBB complaint pertaining to a missing solenoid coil. We had some site issues with BBB responses, and I wanted to reach out directly to make sure our response was sent properly.

It appears your dealer submitted a case to the local distributor looking for a replacement part number for your serial number where they requested the solenoid coil. Our factory tech support advised the local distributor the solenoid coil is not sold separately but is sold as part of the Reversing Valve. I have reached out to Carrier Mid-Atlantic the local distributor your dealer would have placed an order through. I have asked them to confirm whether or not they have placed an order for the replacement reversing valve.

In the meantime, while I wait for their response, can you please provide me the follow information:

-Name and Phone number for your service provider/dealer.
-Date your dealer was last out to your home
-Invoice outlining your current diagnosis

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

Sincerely,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Initial Complaint
Date:04/21/2024
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.
I previously had two Carrier TXV replacements on my Carrier Heat Pumps; the first TXV replacement was on my 2-ton unit, which occurred October of 2020, six months after I moved into my new and previously unoccupied Lennar home, and the second Carrier TXV replacement, which occurred May of 2023 on my 2.5-ton heat pump unit. The Carrier Corporation has been aware of such repeated TXV failures nationwide on their heat pump units since 2015, so this problem is not new to the Carrier Corporation. My current problem with the Carrier Corporation is that I have recently once again had to have the Carrier TXVs replaced on both my Carrier 2-ton and 2.5-ton heat pump units; on my 2-ton unit in January of 2024, and in February 2024 on my 2.5 ton unit. I emailed the Carrier Corporation in March 2024 concerning this continuing problem, and requested reimbursement of my out-of-pocket recent Carrier TXV repair costs, which amounts to $700. On April 5, 2024 I received an email response to my inquiry to Carrier Corporation in which *************************, *********************** Specialist, ********************** stated: Once we receive a response from our district service manager, I will update you on our final offer for the concession. Three weeks have now passed without any further communication from Carrier Corporation concerning my stated issue.
Business Response
Date: 04/22/2024
Dear *********************,

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

There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.

We are sorry to hear of the *** failures you recently experienced, As previously suggested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure.

Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. unfortunately, we will not be able to honor your request to provide you with an new equipment or additional 10-year parts and labor warranty enhancement. Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

We would suggest asking your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root failure.

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: 04/22/2024

Complaint: 21605952

I am rejecting this response because given the past, current, and future unreliability of my Carrier heat pumps, and given that Carrier had knowledge that the Carrier heat pumps I purchased would most likely fail (my first heat pump unit's TXV valve failed after just 6 months), I am sure that you can agree that the replacement of both of my heat pump units is the only reasonable and least expensive option for Carrier. In addition, until such time that my two heat pumps are replaced,I am demanding labor reimbursement costs for my most recent two TXV valve replacements, now totaling four, two TXV replacements on my 2-ton unit and two TXV replacements on my 2.5-ton unit, all within the past three years.
As for Carrier providing customers with labor reimbursement costs on failed TXV valve replacements due to the unreliability of the TXVs installed in Carrier Heat Pump units since 2014, please see the below excerpt from a recent court case against Carrier:
"93. For 1.5 to 2.5 ton systems, Carrier issued a bulletin instructing distributors and service technicians on the procedure to repair stuck TXVs on units within that defined population. In addition, Carrier provided a process for submitting claims for labor reimbursement. In fact, after conducting this study of real-world rates, Carrier increased its labor reimbursement rates for TXV replacements to $400, which equated to $133 per hour based on Carriers estimated 3 hours of labor required to replace a TXV. See ******************* et al.vs Carrier Corporation et **** **** No. 8:15-cv-01985 CAS (Ex).

Sincerely,

*********************
Business Response
Date: 04/25/2024
Dear *********************,

We are sorry to hear of the *** failures you recently experienced, As previously requested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure.

There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.

Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. unfortunately, we will not be able to honor your request to provide you with new equipment or additional 10-year parts and labor warranty enhancement. Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure. This gesturer was a one-time offer that went above and beyond our limited parts only warranty obligations.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, our decision remains unchanged, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

As previously suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failure.

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: 04/27/2024

Complaint: 21605952

Thank you again for responding to my issue. However, I am rejecting your response as there seems to be a misunderstanding in my case. Carrier has already paid me the labor costs for my previous TXV failures without a TXV failure sheet being provided Carrier by my service provider. So in effect, Carrier has already conceded liability and set in place a specific policy via their prior actions in paying me for the labor costs associated with my particular TXV failures, and as a result must continue to do so. It has also been represented to me that under Tortious Misrepresentation, if the manufacturer, retailer, or other supply chain member conveys false or misleading information about a product, they can be held liable for damages. On the Carrier website at ************************************************************************** governance/ethics-compliance/, it is stated under the heading of Product Integrity: Carrier will not compromise the safety or quality of our products and services. Our proactive product integrity programs assure that Carrier customers receive ********************** and services that meet or exceed all applicable requirements. With this publicly made promise to Carriers current and future customer base, it is clear in my case that two new Carrier heat pump products that completely fail four times within a three year timespan beginning just six months after purchase does not represent in any manner Carriers promise of product quality and product integrity, but instead unambiguously represents Carrier's conveyance in a public forum false and misleading information about Carrier heat pump products.

Sincerely,

*********************
Business Response
Date: 05/01/2024
Good morning,
We received 2 different BBB complaints for the same customer. ********************** has already provided a concession above and beyond our standard parts only warranty to ************** in June 2023. We advised the homeowner at the time should he have another *** failure his dealer would be required to submit a *** failure sheet to our district service manager at Carrier Enterprise ******* for us to fully investigate. At this time the customer and dealer have not been able to submit the required documents to investigate his *** claims.
Our service managers have reviewed the prior failure and believes there is a power issue at the home causing surges but cannot confirm or deny without the proper reports being submitted. The *** failure sheet has been requested several times over the past year as we have requested over the past year (Jan 2023-present).
The customer keeps submitting new complaints, expecting a different answer. The customer is making demands that go above and beyond our warranty policy, and at this time our response remains unchanged, without the proper documentation being submitted to the service managers there is nothing further we can investigate/offer.
Thank you,
******************* | Consumer Liaison- Executive Offices | Carrier Corporation

Business Response
Date: 05/01/2024
Dear *********************,

As previously requested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure. There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure. This gesturer was a one-time offer that went above and beyond our limited parts only warranty obligations.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, our decision remains unchanged, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

As suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failures.

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: 05/03/2024

Complaint: 21605952

I am rejecting this response because of what I perceive as potentially fraudulent actions and false statements on the part of Carrier Corporation. May I remind you that on April 5, 2024, I received a written promise from *************************, *********************** Specialist, ********************** ********************, that stated: "Once we receive a response from our district service manager, I will update you on our final offer for the concession." When I did not hear back from ************************* I proceeded with this BBB complaint in order to prompt the promised "final offer for the concession." Now, you inform me repeatedly that Carrier will not be offering me any concession for my repeatedly failing TXVs. In simple ******** terms, Carrier Corporation representatives have blatantly lied to me.
As you have repeatedly stated to me in such a demeaning manner "I know this is not what you wanted to hear." As a senior and disabled individual, I will be proceeding with litigation against Carrier Corporation for the replacement of the two defective Carrier heat pumps sold to me.

Business Response
Date: 05/08/2024
Dear *********************,

Our records indicate you were working with our Sr. ******** ******* Specialist ****** regarding your *** failures. Records indicated on 3/21/2024 ****** emailed stating "In June of 2023 our district service manager requested a *** failure sheet from your previous service provider, Baynot Heating and Cooling, in order to investigate the failures further and determine a root cause. Without this information we are unable to move forward with the investigation or determine if you are eligible for compensation, as the root cause has not been determined to be a product issue or an installation issue." She also advised a concession had already been issued to you previously and that concessions are a one-time good will gesture. At this time a *** failure sheet has not been submitted to the service manager for investigation; therefore our decision pertaining to compensation remains unchanged, no further compensation will be granted too you beyond the limited parts only warranty.

As suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failures.

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: 05/12/2024

Complaint: 21605952

**************, I am again rejecting your response because it is completely different from the procedure you initiated in my prior *** failure claims. Please see attached where you stated: "We have escalated your **************** case with ********************************* out to our District and ***************** Managers asking them to contact your current dealer ... Once they have been in contact with your dealer, they will discuss the prior 2 claims and the current diagnosis to determine the root cause and work with your dealer to provide a resolution."
**************, the evidence points to the fact that Carrier Corporation's actions involving their *** failure problem consists of a sharade of trying to appear concerned and helpful, when instead they are just attempting to cover up their *** failure problem which has been an issue since 2014. In my current case, I have been informed that no one from Carrier Corporation has contacted anyone in an effort to uncover why my *** valves keep failing, which you stipulated was the procedure in your earlier email to me (see attached). The information I have in hand is that according to multiple individual and class action legal proceedings against Carrier Corporation involving failed *** parts, Carrier Corporation installed defective *** valves in mine and earlier Carrier HVAC models. This evidenciary documentation is readily available on-line. In addition, according to HVAC parts suppliers and HVAC technicians, another act by Carrier Corporation that points to the fact that the *** failure problem is an ongoing issue is that Carrier Corporation has changed the Carrier *** replacement part multiple times in just the past 12 months in an attempt to reduce the extremely high failure rate of their installed *** part.
**************, Carrier Corporation needs to understand my persistance in this matter. I am a senior disabled individual, and the failure of my air conditioning in ******* with its extreme heat and humidity is not just an inconvenience, but a potential health issue of the highest magnitute. The last time my HVAC *** failed I was forced to not only stay, but sleep in my car so as to have access to air conditioning. My dealer even sent a service technician out of the area in order to procure a replacement *** part as they were aware of my health issues, and as such, they could not wait for the *** part it to be delivered.
Finally, because Lennar Homes registered my two new HVAC units in January 2020 for five years instead of 10 years, I will have no warranty at all in only seven months time. To say that with my health issues I am a nervous wreck in waitng for the next imminent Carrier HVAC *** failure, is an understatement. With my health issues, limited fixed income, and warranty expiration, I will not even have the funds in order to make any *** repairs in the future. As such, as you have made it clear that Carrier Corporation will not provide me with any reimbursement for a know part failure issue, that Carrier Corporation will not extend my warranty to 10 years, and that Carrier Corporation will not consider replacing my proven defective HVAC units, Carrier Corporation leaves me no other option but to seek litigation in this matter. I have lived a very long time, and in that time I have never encountered a company that cares so little about their customers. In my personal opinion based on my experience with Carrier Corporation customer service, anyone thinking about purchasing a Carrier Corporation product should run as fast as they can to another manufacturer.
Sincerely,

*********************
Customer Answer
Date: 05/13/2024
Please note that the BBB response: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied," is not representative of the actual complaint. The business, Carrier Corporation, simply refused in each response to offer any solution to my problem as they were not interested in addressing my problem. Please provide a BBB response as: "Answered - the business refused to satisfactorily address the issues within the complaint, and the consumer remains dissatisfied."
BBB, thank you for your assistance in this matter.

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