ComplaintsforCarrier Corporation

Air Conditioning Equipment

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Initial Complaint
07/24/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought a brand new Carrier Air Conditioning system in May of 2018. The *** valve broke in April of 2020. The valve was replaced. It cost $679. The valve broke again either in 2021. We did not discover this until June of 2022. We replaced the valve again. It cost $750. I am upset that Carrier did not respond to any of my emails or phone calls. The part should not have gone bad the first time, but I understand it could have been a bad valve. Then to have it go bad again a year later tells me the valve was bad. I think Carrier should have replaced this valve for free, including the labor and freon. It is really unacceptable for a company to not stand by its products and replace bad parts with no cost to the customer.
Business response
07/25/2022
Dear **************,

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

If you can please forward me your service tickets, invoices and maintenance documents I would be happy to look into this matter further.

I have provided my contact information below for your convenience.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
07/18/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
see Attached document
Business response
07/21/2022
Dear ******************,
Unfortunately there were no attachments to your complaint; therefore, I do not have enough information to provide a response. If you would like to send to me directly my contact information is below for your convenience.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
07/11/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Bought 2 of their Marathem brand HVAC units new 2014 residential home. truly believe was sold faulty units . only 8 years old. year 7, last year in 2021, I had to spend close to $600 for a repair because unit "Cycled on Cool" and" " both condensate fans not operational due to bad capacitor". Unfortunately this year, only ONE year later, the same upstairs unit stopped working. When I recently called an HVAC tech out (same one who fixed my unit last year for $600) I found out I have a bad TXV and tech advised to replace coil. The repair would be a whopping charge of $1500! So in just two short years would have to spend over 2 grand just to repair unit. contacted ICP - phone. told me 5 year warranty on parts over. asked experts in HVAC field, confirmed average life of an HVAC unit is ***** years Not 7-8 like I was experiencing Even though my parts warranty was up, felt/feel this is so unfair to me the consumer. I felt/feel like I was sold a "money pit" not HVAC units. June 20th (after I got horrible news on the unit)contacted CEO office explained my problem. said in email even though my warranty was up, I would appreciate special consideration (because seems like got faulty unit) askd them to help me repair unit free of charge, since has be faulty. did receive a call from his office a few days later. assigned case #********. they sent me email recently to provide the following documents:Copy invoice capacitor replacement 2021, Copy quote- Interior Comfort - coil replacement ($1500),Copy of all maintenance Records, Copy quote another dealer. emailed soon them had all the documents requested, Found out from 2nd opionion had freon leak and inspection pointed to failing coil (like 1st opionion) Gave them 3rd opionion (detailed and unit compromised) Almost immediately hour so later,after submitting documents requested to ***************************, CEO office,request for help denied.They only offered $110 reimbursement for 2nd opinion. wd like repair & choose repair company
Business response
07/12/2022
Dear ******************,

On behalf of International Comfort Products, I am very sorry to learn of
the problem you are experiencing with your equipment.

The warranty ICP provides is a limited parts warranty for five years from
the date the equipment is installed.

After reviewing your documents and letter to ***************, I am very sorry
to inform you that we cannot provide assistance with the current repair of
your unit; however, per your request, we will provide a one-time good will
gesture to reimburse you for the second opinion we recommended you get, in
the amount of $110.00.

You can expect to receive your check for $110.00 in approximately 4 to 6
weeks.

Thank you for your patience as we reviewed this matter. I am very sorry we
are unable to provide the outcome you were seeking.

Sincerely,

***************************
Consumer Liaison - Executive Offices
International Comfort Products
Phone: ************
Email: ******************************
Customer response
07/12/2022

Complaint: 17540070

I am rejecting this response because:
Professionals in HVAC field say units should last ***** years not 7-8. MUST BE FAULTY. Very UNFAIR have consumer pay $2,000 in repairs in just 2 short consecutive years. They shouldn't expect customers to suddenly have $2,000 for repairs to a unit that has been maintained. $110 ALONE is just NOT acceptable!!!. I supplied proof unit was maintained to Carrier. Also, alot nation under heat advisory with ****** degree weather. SO INHUMANE, to have customers dealing with extreme heat, and NOT offer to help when customer OBVIOUSLY have faulty unit!!! I thought Carrier was well respected/reputable brand . Please show you are and that you CARE about your customers!!!!

Sincerely,

***************************
Business response
07/19/2022
Dear ******************,
I am very sorry, but our position remains unchanged. No compensation or concessions will be provided to you beyond the $110.00 reimbursement for the second diagnostic service call. The check request in the amount of $110.00 has been submitted and you should expect to receive your check in approximately 4 to 6 weeks.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/21/2022

Complaint: 17540070

I am rejecting this response because:
Carrier evidently sold me a defective unit. It's totally unfair....With a unit 7-8 years old I just should mainly have to pay for maintaine costs ( which I have) BUT shouldn't have to spend over $2000 to repair my HVAC unit ($600 last year , $1100-$1500 estimate this year) Experts say the unit should have lasted around **** years, not 7-8 years.I provided Carrier proof I did my part and maintained unit. The right thing for Carrier to do is to help me repair the unit.also not fair to expect customer pay $1100-$1500 unexpected HVAC **** when it's not their fault. Carrier should stand behind what they sell if unit obvious defective., And please show compassion for your customers its been very hot and step in to assist with repair.Thank you

Sincerely,

***************************
Initial Complaint
07/11/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a 5 year old home in Sept. 2021 with a Carrier HVAC (air conditioning) system. It stopped working last week because the evaporator coil had a non-repairable leak. I called Carrier customer service (my case # is ********* and was told that because the warranty expired in Oct. 2021, "there's NOTHING that we can do for you". I requested a warranty extension / exception because their product was defective and should have lasted more than 5 years, and their warranty should have covered the product for 10 years - as does the Trane evaporator coil that was installed July 8, 2022. I was told by Carrier customer service that: "there's NOTHING that we can do for you".Repairs cost me $2,750. (invoice attached).
Business response
07/11/2022
Dear ****************,

On behalf of Carrier, I am very sorry for the problem you experienced with your evaporator coil.

The warranty Carrier provides is a limited parts warranty for five years from the date the equipment was installed.

We understand that the costs and inconvenience associated with the repair or replacement of your equipment is almost always unexpected.We sympathize with the stress that unexpected expenses can have on any family; regrettably,no compensation or concessions beyond the original limited parts warranty coverage, which is now expired, 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 in your favor.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer response
07/11/2022

Complaint: 17547877

I am rejecting this response because: The Evaporator Coil was defective, and should have lasted 10 years. The warranty expired less than a year ago. There are times and circumstances when a manufacturer needs to do the right thing by providing an exception for their customer. This is one of those times.

Sincerely,

***********************
Business response
07/12/2022
Dear ****************,

I am very sorry; our position remains unchanged. No compensation or concessions will be provided to you for this repair.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/15/2022

Complaint: 17547877

I am rejecting this response because: It is unacceptable. My request for compensation is negotiable.

Sincerely,

***********************
Initial Complaint
07/09/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We installed new Carrier Condenser Unit (24VNA0) and furnace/air handling unit (58TNOA) in October 2019. About a month ago, Condenser unit malfunctioned - service tech said it needed a new inverter board. He called next day and said they were back-ordered, no idea when available. We called several distributors - same story, back-ordered, no idea of time-table. We called Carrier, got a case #, they said they wouldn't tell us about issue, we should talk with service rep and their distributor. So basically, we have no A/C, the warranty is meaningless and there is no indication of what or when Carrier will resolve the problem.This is summer in *******, so home is basically unlivable. Seems a bit worrisome that Carrier has such a run on a key part for a relatively new A/C system - does it mean bad design or faulty manufacture or...? At what point should we ask that Carrier replace the entire unit with a new one?
Business response
07/11/2022
Dear ******************,

On behalf of Carrier, I am very sorry to learn of the problem you are experiencing with your equipment.

In order for us to investigate into this matter I will need to know who the current service provider is, the part # they have ordered, and the distributor though which they have ordered the part. Once we have that information,we can reach out to the distributor to see what can be done to expedite your dealers part order.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/12/2022

Complaint: 17544226

Thank you for your reply.

The service provider is: ARS ********************* Services of *******).
The local address is **************************************************************, ph ************

The part number is 337737-756, an inverter board for the condenser unit, model 24VNA048A0030040.

We do not know who their distributor is despite several calls and requests over the past 4 weeks, ARS has not been responsive. The receptionist says shell leave an urgent message, but nothing happens.

We spoke with a Carrier representative on June 28, asking about the availability of the part. A case number #******** was assigned; we were told the part was back-ordered.

Our immediate concern is the timetable for repair. We understand that the part is back-ordered. But no one seems informed about whether this is a matter of days, weeks, or months. When does Carrier expect to fill these orders?

The unit failed on June 13, 2022, so it is one month without any air conditioning. In the ******* summer, this has made the house uninhabitable.

We look forward to learning how Carrier will address our concerns.

*****************************
229 ***************.
********* ** 34736
*****************
Business response
07/18/2022
Dear ******************,
We have acquired the distributor order information and have expedited the order. I have confirmed the part is available at our warehouse and I have been informed the part will ship within the next 24 hours.
Thank you for your patience as we worked to a resolution in this matter.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer response
07/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
07/07/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have a carrier indoor and outdoor unit that were purchased together. The indoor unit has rusted since day 1. I contacted Carrier about this just a few years after we purchased it, and was told it was normal. However, it's rusted so bad now they are leaking freon and they shouldn't be this rusted. You can almost snap the metal apart with your hands.. I'm asking carrier to provide warranty parts and labor as this unit is too new for this.. My model number is: FX4CNF036 and Serial number is: **********
Business response
07/08/2022
Dear Braxton Jumper,
On behalf of Carrier, I am very sorry to learn of the problem you are experiencing.
In order for us investigate into your claim we will need the original ****-of-sale, invoice and/or service ticket from the dealer who installed your equipment, as well as the service ticket from the current diagnosis.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/08/2022

Complaint: 17535790

I am rejecting this response because: I don't have the receipt, I was told by a carrier representative that all I needed to do was register my product, which I did.

Sincerely,

Braxton Jumper
Business response
07/12/2022
Dear Braxton Jumper,

The model and serial numbers of our equipment, indicate we manufactured these units in 2008. Our records further show we shipped the units from our factory on 4/18/2008.

The Product Registration you submitted on 9/24/2021 with an installation date of 9/1/2021 indicates the equipment was installed by ********** **** located in *******, **. The equipment installation location is **********, **.

The Product Registration has been flagged for inaccurate information, due to the discrepancy as noted above, as well as the 13-year gap between when we shipped the product and from when you claim a dealer installed it in your home.

As stated previously, in order for us to investigate into this matter further, we will need the original ****-of-sale, invoice and/or service tickets from the dealer who installed the equipment, as well as the service ticket form your current service provider with the diagnosis.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer response
07/12/2022

Complaint: 17535790

I am rejecting this response because:

The units were purchased from **********************, just down the street from my house in **********. ********* address is 1400 **********************, **********, ** 78681. I'm not sure how your system got a 2021 date. 2021 is when I registered them. I am uploading the documentation I have.

I'm submitted pictures of the unit and the rust is apparent and is not normal. If Carrier is willing to pay for parts at least, then I would be satisfied. The unit is from 2008, but I'm asking for service because they should not be rusting so soon. This unit is not old and I've taken excellent care of both the indoor and outdoor unit.

The part is over $1K. I am offering to pay for labor if Carrier will meet me halfway with parts.

Sincerely,

Braxton Jumper
Initial Complaint
07/06/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a Carrier A/C unit from ******* in ********, ******* in September/2020. It was installed on September 17, 2020. In March of 2022, we began to have a cooling/heating problem with the unit. CoolRay came to our house on March 16, 2022. It was determined that the condensor coil was leaking and needed to be replaced. We were told it would take a couple of months. We requested a loaner A/C unit and they complied. However, they took our A/C unit back to their shop. We registered the A/C Unit September 18, 2020. Confirmation number Z004431029036C. Coverage ends in ****. Serial #****E21516; Model 25VNA836A310. The purchase price was $13,152. We are still paying the bank loan. We have been in constant contact with CoolRay and Carrier. Still no ETA for the part. For a large corporation, they have had more than sufficient time to resolve this problem. As of today, I still have no time frame from anyone to have my unit repaired and returned. Your attention to this matter is greatly appreciated.
Business response
07/07/2022
Dear ************,

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

Our records indicate that a coil was shipped on June 6th to ******* North in ********, **, and signed for by them on June 7th.

Please follow-up with ******* regarding the status of your unit repair.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/07/2022

Complaint: 17528450

I am rejecting this response because: I contacted Coolray as soon as I received your message. I gave them your information and I am waiting for their response. Please do not close this complaint until we are completely satisfied.

Sincerely,

*******************
Business response
07/12/2022
Dear ************,
Your complaint to Carrier was the order status of a part, which we have provided the shipping information. As the manufacturer, there is nothing further that we can provide to you.
Sincerely,
***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Customer response
07/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. *********** placed the unit back in on 7/12/22 Thank you for your attention to this matter.

Sincerely,

*******************
Initial Complaint
06/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
In 2008 we built our home. We had the top of the line Carrier Infinity series furnace and heat pump installed for our homes heating and cooling. Since this system was put in we have had 2 compressors, 1 coil unit, and 1 condenser replaced and many visit to charge the system for the heat pump unit. On fathers day of 2022 the 3rd compressor just failed again. After calling 2 local Carrier dealers, they said that Carrier has always had issues with the compressors in these units. Then I find out the metal they used in these units for the condenser and coils use, will cause the Freon to leak over time. Now I have done some research on the product, there are a lot of home owner complaints about these units. Many of hundreds of thousands of dollars spent to repair or replace these units, I called my Carrier HVAC dealer and he told me that Carrier had so many issues that they don't even make that compressor or one that will work with my system any more. That means I have to buy a new unit now. I reached out to Carrier company and the representative told me that she new they had issues with the compressors and there are none available for my unit. She was sorry, but my unit was out of warranty and there was nothing Carrier will do to help me. This was a known issue by the company and they did nothing for years to correct it. I think with all the of the issues customers have had with these units, this should fall into the ***** Law category. Not bad for a company that recorded a net sales of 20.6B in 2021.
Business response
06/24/2022
Dear **********,

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

The warranty Carrier provided on Model: 25HNA636A003 Serial:2406E43054 was a limited parts warranty from the date the equipment was installed; five years for all parts, ten yours on the compressor.

We understand that the costs and inconvenience associated with the repair or replacement of your equipment is almost always unexpected.We sympathize with the stress that unexpected expenses can have on any family; regrettably,we are declining your request for a unit replacement.

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

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer response
06/24/2022

Complaint: 17466919

I am rejecting this response because: These units were produced with known faulty parts. 3 compressors in 14 years, 2 of which were in the 10 year warranty period and now you have no replacement parts. My dealer said he has replaced almost every compressor for this year model at least once and a few more than once. LEMON FROM THAT FACTORY.

Sincerely,

*****************
Business response
06/30/2022
Dear **********,

I am very sorry; however, our response remains unchanged. We will not be offering any compensation or concessions towards the repair or replacement of your equipment.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

Customer response
06/30/2022

Complaint: 17466919

I am rejecting this response because:
The company had issues with their product and now they get to wash their hands of the customers issues even when it was a Lemon to start with. One more corporate perk.
Sincerely,

*****************
Initial Complaint
06/11/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Got a brand new Carrier HVAC system installed last September and the blower motor failed this May. 5/17 my service technician ordered a replacement motor under warranty, and was told that it would be end of July or even longer for the motor to arrive. Given the Summer heat of south *****, that put tremendous hardship on my family. We had to purchase a couple of window AC units to get by, but they limit our activities to just he bedrooms. Also, extended exposure to high temperature in the rest of the house may damage my appliances and equipment. I have contacted Carrier customer service to get help expedite the motor delivery. They flat out told me that there is nothing they can do, and its not their job. They pointed me back to their local distributor, and the distributor pointed the fingers back at Carrier. This has been the most frustrating experience I ever had trying to resolve a problem with the manufacturer/distributor. Please help.
Business response
06/16/2022
Dear ************,

On behalf of Carrier, I am very sorry to learn of the problem you are experiencing.

We have reached out to the distributor to obtain the order information on the part, and we will do everything we can to expedite the part for you.

Thank you for your patience as we work to resolve this matter.

Sincerely,

***************************
Consumer Liaison - Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************
Initial Complaint
06/09/2022
Complaint Type:
Service or Repair Issues
Status:
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.
In October 2019, I had my HVAC company install a new Carrier Infinity Heat Pump System in my home. The system worked well for the first two years. In December 2021, the condenser began making a loud hum and vibration that could be heard and felt throughout the home. It also was not producing warm air as it should when in heating mode. My installer came out to work on the system but was unable to get Tech Support from Carrier to authorize replacing the system. He was unable to resolve the issue. The system is a secondary heat source, not the primary so we were told the repair would need to wait for warmer weather to troubleshoot the cooling system. When spring came, at the direction of our installer, we attempted to run the system in cooling mode. The system again produced loud noises/vibrations and failed to cool the house. For the last two months, my installer has been working with Carrier to troubleshoot the issue and determine an applicable repair. After multiple trips and replacement parts, the system is still not functioning. I want Carrier to make good on their warranty and replace the condenser unit as authorized in their own warranty language. (Carrier Warranty: "If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part.")Included are the Invoice for the system and Carrier's Warranty.
Business response
06/09/2022
Dear **************,

On behalf of Carrier, I am very sorry to learn of the problems you have been experiencing.

If you can please send me the following information:

Servicer provider name and contact information.
Service tickets and invoices.
Maintenance records.

Once I have this information, I will ask the distributor technical support team to reach out to the service provider to investigate into the matter.

I have provided my contact information below for your convenience.

Sincerely,

******

***************************
Consumer Liaison -Executive Offices
Carrier Corporation
Phone: ************
Email: ******************************

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