ComplaintsforCarrier Corporation

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Carrier HVAC system that was installed on July of 2015. The unit included a 10-year warranty. In August of 2023, the blower motor malfunctioned and needed replacement. The part was under warranty, but we had to pay for labor which was $305. This September 2024, the blower motor again malfunctioned and had to be replaced only after about one year and 3 weeks. Again, the part was under warranty, but we had to again pay for labor which was $355. We have now paid a total of $655 out of pocket for a part that was under warranty. I reached out to Carrier, but they said labor is the responsibility of the customer and they were unable to assist us. All documentation for the repairs including the system and the warranty registration are attached. We are very disappointed that Carrier refuses to reimburse us for the installation labor for a warranted part. I guess if this motor again fails next year, it will still be under warranty, but we'll again have to pay for the labor to install it. Evidently, Carrier does not stand behind their equipment and when their equipment fails, refuses to make it right with the customer.

  Business response

  10/21/2024

  Dear ******* *******, 
  
  Thank you for your recent complaint filed through the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on Model: 50VR-A42---3-TP & Serial: ********** was a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. Your parts warranty for a subsequent homeowner expired 7/25/2020.The warranty claim processed by your dealer on 8/31/2023 was filed under the prior homeowner's name and has been flagged and the warranty department has been notified of a title transfer. 
  
  We are very sorry to hear the blower motor has failed again. We would suggest that you ask your servicer to contact the local distributor and speak to the technical support department and see if they can determine the root cause of the failure. 
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

  Customer response

  10/25/2024

   
  Complaint: 22395146
  
  I am rejecting this response because:

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

  Business response

  10/31/2024

  Dear ******* *******, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service. Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data for the warranty time frame.
  
  The warranty Carrier provided on Model: 50VR-A42---3-TP & Serial: ********** was a limited 5-year parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. Your parts warranty for a subsequent homeowner expired 7/25/2020. 

  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however our decision remains unchanged, no compensation or concessions will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  10/31/2024

   
  Complaint: 22395146
  
  I am rejecting this response because: company replied with the exact same response they previously sent on 10/21 which I've already rejected and responded to on 10/25. My response remains the same.
  
  ******* *******

• Initial Complaint

  09/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3-16-23 I had a new ****** system installed. On 4/2/24 I registered my product warranty. On 6/11/24 my system stopped cooling due to an evaporator coil leak. I have had no assistance, just a lot of run around trying to get a warranty replacement part. Please assist. Thank you.

  Customer response

  09/29/2024

  I have been in regular communication with (ADP) Advanced Distributor Products and CE (Carrier Enterprise) ******************************************. However, information has been conflicting and I have not received the service nor replacement part I am entitled to for several months now.  This is completely unexceptable. 

  Business response

  10/09/2024

  Dear Schanika ********, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. They have reviewed your file and asked that I respond. 
  
  I have reviewed the attached warranty certificate, and the coil referenced is for a competitor's brand ***. Carrier is not the manufacture for ADP coil. 
  
  We would suggest contacting BBB and advise this complaint was forwarded to the wrong manufacture. 
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation 

  Customer response

  10/09/2024

   
  Complaint: 22354327
  
  I am rejecting this response because:
  I purchase the coil from you. And I have been denied getting the part replaced by you. I was specifically sent to you by ***. Most recently as last Monday, II called and complained again.  Someone at your store in ********, ********, on ******************* took the part number I was given by *** and said they ordered it for me. It came on last Friday. My HVAC tech went to pick it up. It was the wrong part!! I'm not sure how that happened when the part number given was specifically the number that I gave them for the coil that I needed. Now I'm being told to wait until this Friday to speak to a store manager! Why???? This is unacceptable!! My complaint is with you ..Carrier Enterprise. Mail me my warrenty replacement part please . Thank you.  

  Sincerely,
  Schanika ********

  Customer response

  10/11/2024

  The problem I am having with my local Carrier branch is they are not honoring my warranty on the coil even though they sold it to me because they said they are no longer doing business with ***. ADP  said they must honor the warranty and the Carrier warranty department said they must honor it. However I have received no service at all, for 4 months now. Just a huge run around and inconvenience.  Because the **** at the local store are saying they not know how to move forward in assisting me. Please advise. Thank you.  

  Business response

  10/21/2024

  Dear Schanika ********, 
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  The local distributor ****************** an independently operated and owned company. They sell products manufactured by other companies. You will need to work with Advanced Distributor Products (ADP) directly and ask them to advocate on your behalf as they also have the same relationship with CE Mid-Atlantic in ************ 
  
  Should you have issues with your Carrier or ****** branded equipment, we would be more than happy to assist you. Per ADP website that can be contacted at ************. 
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Business response

  10/21/2024

  This complaint has been submitted to Carrier Corp incorrectly and is regarding a different manufacture, Advanced Distributor Products (ADP).

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new ******* home in February 2023 with a new *** furnace (FED Model). Since then, I replaced the $300 multivolt transformer twice (July 2023 and Aug 2024) with no assurance it wont happen again. **** HVAC technicians said the replacement was needed because of a flaw in the *** furnace. The flaw specifically is condensation dripping off the drip pan on the transformer and shorting it. Because this is a defect that cannot be fixed - only repaired after it shorts - I'd appreciate *** either replacing the furnace or creating a permanent fix. This is a known flaw in the design and should be rectified.I sent a letter to *** with the same details above. They responded my unit is out of warranty - even though it originally broke during the warranty period. The transformer was replaced, but that is only putting a band-aid on an issue that will keep recurring. (Side note: **** times, the weather has been over 100 degrees when the unit has broken.)Product No: FED003615B001E Model No: FED003615B0 Serial No: ********** A/C Serial No: ***** / 3 ton

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Defective Carrier HVAC Units and Unfair Labor Costs Dear Better Business Bureau,I am filing a complaint against Carrier regarding two HVAC units in my home, which is less than four years old. Both units have had significant issues, and Carriers handling of these problems has been unsatisfactory.Issues:Main Unit Condenser Fan Failure: Over a year ago, the outside condenser fan in my main unit failed. Carrier replaced it under warranty, but I had to pay for labor. Shockingly, the same part failed again within a few months, requiring another replacement and more labor costs. Despite this, the fan still hesitates and does not function properly, raising concerns about the quality of the parts.Small Unit Blower Fan Failure: Recently, the blower fan in my smaller unit also failed. Carrier offered to provide the replacement part but not cover labor, even though the fan, which should last ***** years, failed in less than four years.Concerns:Carriers parts, particularly the fan motors, appear defective.Carrier requires customers to use their authorized dealers, who charge exorbitant labor costs and have poor reviews.Carrier offered a $150 credit voucher, but the repair costs $475, with only a 30-day labor warranty.Request:1.Cover the full labor costs for the repair of the blower fan in the smaller unit, in addition to providing the replacement part.2.Guarantee that future repairs will be covered under a longer labor warranty (at least one year) to provide peace of mind and assurance that the issue has been properly resolved.3.Ensure that their credit vouchers are accepted by authorized dealers and that the dealers recommended by Carrier have a proven track record of customer *************** is my belief that Carrier's fan motors have a significant issue, and the company should take responsibility by offering a more comprehensive resolution.Please see the attached file for a more detailed explanation of my complaint.

  Business response

  09/26/2024

  Dear ***** Majlesein, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on Model: 58SC0A110E211120 Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed. Your equipment also has a 20-year parts warranty on the primary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, without documentation that you had the equipment properly maintained by a licensed HVAC servicer since installation as well as a paid itemized repair invoice, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor. 
  
  Sincerely, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

  Customer response

  09/26/2024

   
  Complaint: 22316814
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Majlesein

   

  
  Heres a respectful yet demanding response you can send to the BBB:
  

  Customer response

  10/09/2024

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

  Business response

  10/11/2024

  Dear ***** Majlesein,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on Model: 58SC0A110E211120 Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed. Your equipment also has a 20-year parts warranty on the primary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, without documentation that you had the equipment properly maintained by a licensed ************r since installation as well as your paid itemized repair invoice, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  Please note the one-time good will voucher for $150 that was offered by our senior level representative is still available, should you choose to accept. Please note you will need to confirm with the ************ provider you choose to work with to ensure they will accept the voucher and can file warranty claims with the Carrier Distributor. We do not process or reimburse for warranty parts directly to homeowners; your dealer would need to file the warranty on your behalf. 
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses and set their own business practices. 
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At first Carrier claimed my thermostat was under warranty. Then, they claimed it wasn't. Then, they claimed it was, and told me to get a local company to install the new one that the company received from them, and that they would reimburse me for the $375 the local company would charge to do the swap out. No mention was made that it would take 12 weeks for reimbursement. After I sent Carrier the paid invoice, then I was told it could take their accounting department "up to 12 weeks" to receive a check, because they were "backlogged." After several weeks with no acknowledgement from the accounting department, and no "CF" number to confirm they received the money request, along with yet another requirement that I confirm my name and address, I called and spoke with a senior supervisor (*****). The said she would get back to me, but never did. So, I called again, and spoke with her again. And, again, she said should would confirm and get back to me and didn't. I called again. Talked to another person of unknown status (********). She confirmed the accounting department received the information, but it would definitely be 12 weeks (early December) before I would get reimbursed. Why? Because of ********-***** legislation from 2008. I've worked with this legislation, and there is absolutely no "third party" check-writing requirement for reimbursement to customers. I suspect that the company is just dragging their feet. Multiple people told me that they would make this issuance a "priority." Then, the last person said that the "priority" would be to get the accounting department CF number, and that was it. ******** also said that no further acknowledgement of check issuance would be forthcoming. I've enclosed the invoice I paid, and some of the dozens of email to/from Carrier.

  Business response

  09/24/2024

  Dear ******** ****,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  I understand our verification process for issuing concession checks can be lengthy and frustrating at times. Carrier Corporation is a global brand;therefore, we use a 3rd party network as our e-procurement system for goods and services. This system is set up to ensure any checks we send out are correct and help to mitigate the possibility of return by the *****
  
  I have received confirmation from our accounting team that your check is being scheduled for release and should be sent out by 9/2/2024, at the latest. The check will be mailed through the **** and we ask that you allow them at least 2 weeks for delivery. You can also contact your local post office to request status updates.
  
  Thank you for taking the time to reach out to us.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  09/24/2024

   
  Complaint: 22277679
  
  I am rejecting this response because:

  1) Sept (9/2) was three weeks ago. 

  2) No check has arrived. Where is the check? 
  
  3) **** takes maybe 3-5 days at the most. There's no method of "contacting"" **** to find out about a letter that was maybe sent by someone from somewhere. Do you have a tracking number? If so, send it along.

  4) I have been repeatedly lied to. First, I was told I was going to get a timely response from the "accounting" group. Then, after speaking with a supervisor twice, I was told it would be a priority and she would get back to me. She never got back to me. When I spoke to another supervisor, I was given some nonsense about how the Sarbannes Oxley legislation was the reason for the delay. I've worked for years with companies that were required to comply with this law, and there's zero requirement for a third party to issue checks, especially for customers in my situation. 
  
  Sincerely,
  
  ******** ****

  Business response

  09/27/2024

  Dear ******** ****,
  
  Thank you for your recent response.
  
  I apologize for the typo in my last response. The check is scheduled to be sent out by 10/2 at the latest. As previously advised, check processing time can take up to 12 weeks once our auditing team receives your secondary verification.The check is then mailed to the confirmed name and address through the *****Please allow the **** at least 2 weeks from date specified for delivery.
  
  If you do not receive the check within 2 weeks from the specified date, please contact our office and one of our agents will be happy to assist you.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  09/30/2024

   
  Complaint: 22277679
  
  I am rejecting this response because, it still makes no sense. While I appreciate the apology for the typo, the respondent keeps mentioning "12 weeks" from receipt of secondary verification (why keep mentioning it?), but also says that it will be issued "no later than 10/2."  Thus, this secondary verification already took place, as they well know. Additionally, it has never taken 2 weeks for **** mail. How would I know if they send the check out in a few days? Well, they can make a photocopy of the check and include it in their response here when it's issued. Then, I'll accept this response as legitimate.
  
  Sincerely,
  
  ******** ****

  Customer response

  09/30/2024

  You closed this because you're taking the word of a company that has lied or mislead continuously throughout this process? They now "claim" that a check will go out in a few days. What if it doesn't? They continually bring up this 12 week nonsense, even though that clearly doesn't apply, and they keep saying that the **** can take two weeks to deliver a letter. When was the last time anyone waited for two weeks for a letter to arrive? Of course, they're not interested in making a photocopy to prove it's going to be sent. 

  Customer response

  09/30/2024

  Additionally, and unfortunately as usual, I find that the BBB really does nothing to help consumers. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home on 4/16/21. The homeowner purchased the three units from you guys 2018 and had a warranty on it until 1/29/29.We were assured they were the best of the best and should have at least another 10 years or so of great service from them.Imagine our surprise when we have an issue with one of them and are told that because we weren't the original owners, the warranty expired 1/29/24.Why would it matter who the owners were and especially on such a high dollar item from you guys that was bought for the quality assurance?!? Reading a lot of the forums now and basically, finding out your company is a rip off when it comes to standing behind your product. We were told we could attempt to replace the inverter ($6K+) to see if that's the issue or buy a new unit for over $12-15K.WTH?We have no issue with paying for the labor, but your product should not be failing after 5 years of use.Unbelievable.Bait and switch tactics....

  Business response

  10/09/2024

  Dear ******* *****, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. They have forwarded me your file and asked that I respond. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  In 2009, as an incentive to encourage our customers to register their equipment, we offered should a homeowner purchase equipment using Puron (R410a) refrigerant, have the equipment installed in an owner-occupied residential dwelling and register the eligible equipment within 90 days from the date the equipment was installed we would provide an additional five-year warranty enhancement. The warranty enhancement would be provided to only the original owner of the equipment and any subsequent owner(s) would receive the original five-year parts warranty coverage.
  
   I have attached a copy of the warranty certificate for Model 280ANV048000EAAA / Serial 3418E02353. This unit is registered to the following address: ******************** *************************
  
  Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. Unfortunately, without documentation showing the home was sold with a 10-year parts warranty on the *** system, we will not be able to honor your request to provide you with the parts warranty enhancement. The documentation required would include signed closing documents outlining the **** warranty specifically. 
  
  We appreciate your patience as we reviewed this matter. I am sorry we are unable to provide a response more in your favor. 
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ISSUE SUMMARY: On August 19, 2024, I sent a letter to Carrier Corporate Headquarters about prematurely failing compressors on Carrier (******) Unit, Model No: 214CNA042000GAAAand Serial NO: 3314E13816. Additionally, I provided a detailed chronology of the issue and receipts for the Compressor replacements. I humbly asked Carrier Corporation to respond to my letter by September 9, 2024. They have NOT responded, which triggered this BBB Compliant Over the past several years, our compressor has prematurely failed at least FOUR times requiring us to replace it. This averages out to replacing our compressor about every two years for the SAME Carrier (******) HVAC unit. The reality is Carrier sold us a Lemon, which is continuing to haunt us. Given the demonstrated track record of compressor failure, in about two years (2026), I expect to have to replace the compressor again. The first two compressor replacements in Jun 2018 and July 2020, I was responsible for paying for the labor and the freon, which amounted to thousands of dollars. In 2015, we moved into our brand-new home. ******************* installed the two Carrier (******) HVAC units. One Unit has worked very well, and the other unit has recurring issues with compressors prematurely burning out. MY REQUEST: I humbly ask Carrier to provide me a brand-new Carrier Unit to replace my flawed ****** Unit. In the spirit of good faith, I will pay the installation costs. The reality is I received a flawed Carrier Unit that is consistently causing the compressors to burn out about every two years.

  Business response

  09/17/2024

  Dear **** ******, 
  
  Thank you for contacting Carrier Corporation through the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.

  We appreciate your patience as we reviewed this matter with the local service managers and your service provider. A response from our executive office was sent to you today, 9/17/2024:

  You originally contacted us in 2022 regarding multiple compressor failures to your unit. Our district service manager at the local distributor contacted your service provider, Total Comfort, to discuss the failures and obtain additional service history and technical data. A detailed report was provided to us by our district service manager based on the information provided by Total Comfort. The report was provided to you in our official email.
  
  I have reached out to our district and territory service managers again regarding your current issue. They contacted Total Comfort on 9/10/2024 to provide additional factory support and request they contact you directly to establish a resolution.
  
  Given the details of the report, we have no other option but deny your request for a unit replacement.
  
  I understand this is not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  

  
  

  Customer response

  09/18/2024

   
  Complaint: 22263107
  
  I am rejecting this response because I have a compromise proposal.  Carrier denied my request for a replacement unit.   I humbly ask Carrier provide me a discount of 30 to 50% off the purchase of a new carrier unit that I can use over the next three years.   Given the demonstrated premature compressor failures, I am confident that in 2-3 years I will be replacing the unit.  
  
  Sincerely,
  
  **** ******

  Business response

  09/27/2024

  Dear **** ******,
  
  Thank you for your recent response.
  
  Please be advised that there are many factors beyond the control of the manufacture that can cause problems to your system. The detailed report provided by our district service manager outlines multiple factors that may have played a role in the failure of the compressors. As is stands, no technical data has been provided that indicates any of the failures were due to a manufacture defect. Should you have any questions regarding the report we provided to you, please reach out to your installer to discuss.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

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

  Sincerely,
  
  Alyssa Phelps | Consumer Liaison  Executive Offices | Carrier Corporation | ********************************************************

  Customer response

  10/07/2024

   
  Complaint: 22263107
  
  I am rejecting this response because it is unsatisfactory.   Their response completely absolves Carrier Corporation of any responsibilities beyond the original limited parts warranty coverage.   The fact is Carrier Corporation sold me a lemon and they want to completely ignore this by suggesting there are MANY factors beyond the control of the manufacture.  This is a convenient way for a major corporation to stiff the law abiding consumer.   Simply put, Carrier Corporation needs to do the right thing.   
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Carrier Aircondition unit for our house, we paid for a 10 year warranty parts and labor. Before the warranty epired I reported that the coils were corroded and very *****. I sked for repairs but they never did anything. They keep ignoring my emails. I just want it to be repaired !!! This stuff does not happen overnight, it rusted badly, my opinion they uesed the wrong metal to fabricate the part !!!

  Business response

  09/10/2024

  Dear ******** *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier Corporation is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  The warranty Carrier provided on (Model: FV4CNF003T00, Serial: *********** was a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. I have attached a copy of your warranty card for your records.
  
  I am very sorry for the problems you are having presently; however, your equipment is out of warranty since 12/12/2018, and our warranty system indicates no claims were submitted for a coil during the warranty period.Therefore, we can only conclude that there were no issues with the coil during the warranty period.
  
  Unfortunately, without documentation to support your claim of issues during the warranty period, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  09/20/2024

   
  Complaint: 22232531
  
  I am rejecting this response because:, I was told by rhe builder that is was a solid 10 year warranty !! And I also paid around $1000 extra !!! for an aditional 10 year full warranty ! So how does that add up ?? I guess I got ripped off big time . You had a choice to make a right decicion, but you failed, so get ready for the consequences. And no law can protect you.

  
  Sincerely,
  
  ******** *******

  Business response

  09/27/2024

  Dear ******** *******,
  
  The warranty Carrier provided on Model: FV4CNF003T00, Serial: ********** was a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. I have attached a copy of your warranty card for your records.
  
  I am very sorry for the problems you are having presently; however, your equipment is out of warranty since 12/12/2018, and our warranty system indicates no claims were submitted for a coil during the warranty period. Therefore, we can only conclude that there were no issues with the coil during the warranty period.
  
  Unfortunately, without documentation to support your claim of having a 10-year parts warranty from the builder as well as supporting invoice's showing the failure occurred on or before 12/12/2023, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  **** ***** | Consumer Liaison Executive Offices | Carrier Corporation | ******************************

  Customer response

  09/30/2024

   
  Complaint: 22232531
  
  I am rejecting this response because: Why did I have to pay for 10 years full warranty that the coil has only a 5 year carrier warranty ??????? I feel that I got ripped off big time. The coil was already ***** BEFOREthe 5 years warranty expired !!!! Voila.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Customer response

  08/28/2024

  Hello,

  I apologize for my error in whom my original complaint was intended to be directed to. While ****** heating/cooling are the manufactures of the ** unit that was installed, I did get an update from our contractors and this is the company they were in direct contact with/whom the complaint should actually be directed towards:

   

  CE  ( Carrier Enterprise )
  ********************************************************************
  
  Direct contact: Orion *****-Fote  - Territory Account Manager ************ cell

   

  Please let me know if providing the information in this response is sufficient or if I need to file a new complaint form with the updated information

  Business response

  09/06/2024

  Dear Carrier ******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier Corporation is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment
  - Installation date of the equipment
  - Name and phone number of installer
  - Name and phone number of current servicer
  - Maintenance and service invoices with diagnosis
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  08/28/2024

  Dear David Brichacek, 
  
  We have received your BBB Complaint. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on Model: CA13NA02400LAAAA Serial: 4322X16914 is a 10-year limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.
  
  In order for us to properly review your case we will need:
  
  - Company name and phone number of installer
  - Company name and phone number of current servicer if different than installer
  - Current diagnosis
  - All Annual maintenance and service documents since installation
  - Itemized Quote and description of work to be performed. 
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Thank you, 
  
  Beth Morse
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  09/03/2024

  1. Original Installer for M/I Homes was Tempco-Elgin 847-670-7000

  2. Original Inpection, service fee paid and quotes were with Modern Air 630-675-4194 and images of their info are attached. 2nd opinion and work completed by Tempco-Elgin 847-670-7000 and images of their quotes and payments are attached.

  3. Images attached show internal coil, the compressor and refrigerant were bad and needed to be replaced.

  4. As the system is in a newly built home and was only used for one full summer, there was no prior service. Just filters have been replaced monthly.

  5. Item quotes/payments are included in the attached image files.

  Please forward this information to Carrier as requested.

  Thank you.

   

  Customer response

  09/03/2024

   
  Complaint: 22198917
  
  I am rejecting this response because:
  

  See updated information and images added to the complaint as requested by Carrier.

  
  Sincerely,
  
  David Brichacek

  Business response

  09/06/2024

  Dear Daid Brichacek, 
  
  We have received your attachments, but we are needing some clarification. 
  
  You provided an invoice from 8/26/2024 from Modern Air Solutions with a quote for $3353.15 for the installation of a warranty compressor, they also noted there may be a leak in the coil. You also provided an invoice from Tempco Heating & Air Conditioning dated 8/27/24 where they quoted $875 to change out the warranty compressor and noted the unit was icing up but the compressor repair would need to be made prior to further inspection. Tempco returned on 8/28/24 stating they replaced the compressor, but the coil is leaking and needs to be replaced as well.  
  
  The invoice dated 8/28/24 does not provide an itemized quote for the replacement coil charges. Once we have a copy of the itemized coil quote, I will have our management review board determine what financial assistance we can offer above and beyond our parts only warranty. 
  
  Please note any concessions will be issued directly to a homeowner and will be processed once we have received a paid invoice for the repair. 
  
  Thank you, 
  
  Beth Morse
  Consumer Liaison- Executive Offices
  Carrier Corporation
  
  

  Customer response

  09/09/2024

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

  Customer response

  09/09/2024

   
  Complaint: 22198917
  
  Please review the update and attached information requested by Carrier. It includes a consolidated listing of all charges/payments to Tempco, including for the internal coil. Thank you.
  
  Sincerely,
  
  David Brichacek

  Customer response

  09/14/2024

  Consolidated bill.

  Customer response

  09/14/2024

  Consolidated bill.

  Business response

  09/17/2024

  Dear David Brichacek,
  
  Thank you for your recent response.
  
  As Beth previously advised, we would need an itemized quote for the coil repair for our Management Review Board to review the charges and determine eligibility for financial assistance beyond our limited parts warranty coverage. As it stands, I am not seeing the quote listed in any of the attachments you provided. You can also send the quote to our direct email – mrb@carrier.com and reference case # 06275162 in the subject line.
  
  Once the quote has been received, we will respond with our offer. Please be aware that a concession will not be issued until the repair is completed and a paid invoice is provided to us.
  
  We appreciate your cooperation with this matter.
  
  Sincerely,
  
  Alyssa Phelps | Consumer Liaison – Executive Offices | Carrier Corporation | mrb@carrier.com

  Customer response

  09/23/2024

  Any updates from Carrier on this? What's going on... what's the next step?  Thank you. 

  Business response

  09/25/2024

  Dear David Brichacek,
  
  Thank you for your recent BBB inquiry.
  
  As previously advised, we will need an itemized quote for the coil repair for our Management Review Board to review the charges and determine eligibility for financial assistance beyond our limited parts warranty coverage. As it stands, we have not received the quote listed in any of the attachments you provided. The attachment "MA AC-CoilQuotes" is for a complete system replacement and would not be covered unit warranty. You can also send the repair quote to our direct email – mrb@carrier.com and reference case # 06275162 in the subject line.
  
  Once the quote has been received, we will respond with our offer. Please be aware that a concession will not be issued until the repair is completed and a paid invoice is provided to us.
  
  We appreciate your cooperation with this matter.
  
  Sincerely,
  
  Beth Morse | Consumer Liaison – Executive Offices | Carrier Corporation | mrb@carrier.com

  Customer response

  09/25/2024

   
  Complaint: 22198917
  
  I attached the consolidated bill of everything that was paid to repair the system, as requested, on both September 9th and the 14th. I am attaching it here again as well as emailing it to the email address you provided. Thank you.
  
  Sincerely,
  
  David Brichacek

  Customer response

  10/16/2024

  Just checking if there is any update on this yet... thank you.

  Business response

  10/16/2024

  Dear David Brichacek,
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; therefore, we will be providing a one-time good will concession to you in the amount of $700.00. This offer goes above and beyond our parts only warranty.
  
  Please ‘reply all’ to this email thread with the below name and address information.
  
  1. Name as you wish it to appear on the check: ___________________________________
  2. Mailing address, which USPS or Canada Post recognizes as your permanent mailing receptacle. Note, ‘forward order’ addresses, such as those used by ‘snowbirds’, may not be used for this check: ____________________________________________________________________________
  
  Once we receive your reply with this information, we will submit your payment request to our accounting department. Due to a new internal process for issuing concession payments, the accounting audit department requires a secondary sourced name and address validation to activate processing your concession payment.
  
  After receiving this email, our accounting department will be reaching out to you with a CF # as well as asking you to confirm your name/ address by sending an email to hyd.ariba.vmd@carrier.com. Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email.
  
  Thank you, 
  
  Beth Morse
  Consumer Liaison- Executive Offices
  Carrier Corporation 

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22198917, and find that this resolution is satisfactory to me.

  Please forward the information as requested by them:

  Name for the reimbursement check:  David Brichacek

  Address for the check: 1009 Pauline Place, Plano, IL 60545

  
  Sincerely,
  
  David Brichacek

*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. ↩