ComplaintsforCarrier Corporation

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/27/2022 - My furnace started shortly cycling. This furnace is a ICP - **** Model F/G96VTN that was purchased and installed 2/2019 so it is just over 3 year old. On 4/27/2022 I figured it was a faulty or dirty flame sensor. After cleaning it kept short cycling so I called ***************************** to come take a look. After a few hours of diagnostics he came to the conclusion the heat exchanger had to be cracked which he had never seen happen to a furnace this new in over 40 years in the **** service business. It was causing dangerous gas blow backs every time it cycled back on. CMS helped call ICP (a subsidiary of Carrier Corp) and after many hours on the phone they agreed to replace the furnace under warranty but would not pay any of the labor. This is after the representative admitted this is a known issue. The cost to install the new unit came to over $2,800. After again many calls ICP agreed to paying $300 of the labor which is not acceptable in a product they know is defective. This is dangerous and bad business. I am requesting the entire labor **** be paid. I hope Carrier Corp proves me wrong and stands behind their products and mistakes.

  Business response

  05/09/2022

  Dear ********************,
  I am very sorry to learn of the problem you have experienced with your **** furnace.

  In order for me to investigate into this matter further I will need:

  - the complete model & serial number of the **** furnace
  - service tickets, invoices and maintenance records associated with the **** furnace

  Once I have this information, I will be able to look into this matter further and subsequently provide a response regarding your desired settlement.

  Sincerely,

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

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was provided email address ****************************************************** to request a replacement on a warranted part for my new Carrier system. I'm the home owner and my HVAC service provider has identified that the fan motor needs to be replaced. The model/serial # above is for a part that is less than 7 months old. Warranty model# **sc0a090e2111 serial#********** I live in ***** and the temperatures get dangerously hot here.Both, I the homeowner and the service provide, (that installed this new system) have received no response on rectifying this situation.

  Business response

  05/02/2022

  Dear **************,
  
  On behalf of Carrier, I am very sorry to learn of the problem you are experiencing with your equipment.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  In this case it appears your dealer did not have the factory authorized replacement part in stock; they would, therefore, need to contact their distributor. Should the distributor also not have the part in stock they would then place an order with the factory.
  
  If you can please provide me with:
  
  Name and contact information of your service provider.
  Part number ordered by the dealer.
  Distributor the order was submitted to.
  
  I will be happy to reach out to the distributor to track the order with the factory to see how we can help to expedite the part for ***********.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about August 1, 2016, Air Innovations ("AILLC") an authorized installer representaive of Carrier residential HVAC and vendor of **** Brothers, was contracted to install 2 Carrier AC/Heating units in our new 4 story home purchased from **** Brothers on August 31, 2016.AILLC installed the wrong 5 ton Carrier unit for floors 2,3, and 4, duct work was for the wrong unit and was improperly installed. As a result of this, we have had on going and costly repairs and major part replacement issues with this unit since September 2016. We have spent more than $5,000 on repairs on both units since August 2017.The second unit ("Mini - Split") for floor 1 is a lemon and discontinued by Carrier. We received no notice of the discontinuation and as a result : 1) have spent over $2,000 (which includes replacing a blower motor 6 months ago at a cost of $1,539), 2) had repeated service calls and have never gone more than 6 months without having to replace parts for a unit we did not know was discontinued until yesterday, 3) all resulting in our now having to replace the entire unit for $7,260. According to Carrier represntatives, the average life expectancy of their mini - split is ***** years. We are replacing our unit after only 5 and a half years. Our unit is a lemon. In addition, we should have been notified by Carrier that our mini - split has been discontinued and parts would no longer be available. BOTH CARRIER UNITS WERE FULLY REGISTERED WITH CARRIER WARRANTY UPON TAKING POSSESSION OF OUR NEW HOME IN SEPTEMBER 2016

  Business response

  04/29/2022

  Dear ****************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  The warranty Carrier provides is a 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.
  
  If you would like to forward me your service tickets, maintenance records and invoices we would be happy to review the matter further and perhaps ask the distributor to review the problems you have experienced with the installer/service provider Air Innovations.
  
  Regretfully, we are declining your request for reimbursement for repair costs or equipment replacement.
  
  If you would like to reach out to me directly, I have provided my contact information below for your convenience.
  
  Sincerely,
  
  ***************************
  Consumer Liaison - Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 COR 7C smart thermostats with my new home. I cannot say exactly how much I paid for them as they were part of the complete HVAC installation, however if I were to buy them today I see them online for about $450.00 each (I have 2.) They have worked fine since I have them and am not seeking replacement or reimbursement. As a thermostat "only" they still work as designed. The issue here is they are both "smart" thermostats and what makes them smart (as with any smart device) is that they are connected to the web and can be controlled via an app remotely, and to provide weather information. The servers that support these thermostats have been down for 2 weeks, and despite phone calls (2) and emails (2) Carrier has been unable to provide an ETA as to when the servers will be back online that support these thermostats. One of their mails intimate that the problem may not be resolved. Carrier has other models that are supported by different servers and these seem to be operational from what I have gathered from conversations. I'm beginning to believe they have no intention to continue to support these 2 models (the 5c and 7C) albeit newly installed and I'll be left with anything but a "smart" thermostat. I expect a company the size of Carrier would have a greater concern to remedy this. There has not been any posting anywhere on the web, including their own website, that speaks to the outage or time to remediate.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2022/01/03) */ Dear Mr. *****, On behalf of Carrier I apologize for the frustration and inconvenience due to the outage of the server supporting the COR thermostats. I am very sorry if you were given the impression that we do make situations, such as a server outage, our upmost priority. Our IT team worked diligently on the issue and have reported it is fully resolved and the server restored. Please let me know if you continue to experience an issue. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (2000, 7, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Despite the extended outage time without providing any estimated time for restoration, service has been restored. It is my sincere hope that Carrier will do a better job at communicating with their clients going forward and avoid these types of interactions. My thanks to the BBB acting as intermediary here as my interactions with both customer service and email exchanges were fruitless and time consuming. This matter may be considered closed

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My home/air conditioner is three years old. My air conditioning unit purchased by Carrier stopped working properly. Made contact with HVAC repairs and I was told I needed a new coil. Rep called Carrier who could not give an ETA on when a part could be received and cited "spring or summer of 2022" This is unacceptable that this company isn't making parts to service customers. I need a part now.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/17) */ Dear Mr. ****, On behalf of Carrier I am very sorry to learn of the problem you are experiencing with your unit. In order for us to look into this matter we will need: The Model & Serial number of the unit Name and contact information for the dealer/contractor The name of the distributor the dealer/contractors ordered the coil The information for the order I.E. Part #, dealer's PO or order number with the distributor Once we have this information, we can investigate into the matter further. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a Carrier Infinity furnace with a Heat pump. In 2008. The compressor failed in August of 2020 and was replaced end of September 2020. The new compressor failed again in October of 2021 (13 Months later) Carrier refuses to acknowledge that their compressors are faulty. I have come across a site with many complaints for the exact problem, and have reached out to many of them. I am being told this is my problem now and Carrier will do nothing to remedy the situation. VERY expensive system 12k in 2008 and is deemed useless now. The company has all of my docs. Will seek legal action on a high level if not resolved.

  Business response

  12/27/2021

  Business Response /* (1000, 5, 2021/12/07) */ Dear Ms. ******, We are sorry that you experienced an issue with your equipment. The warranty coverage Carrier provided on our unit Model: ************ Serial: *****XXXXX was a limited parts warranty, which included all parts for five years and ten years on the compressor (from the date of installation in 2008). Our records do not indicate any claims were submitted during the unit's warranty. The warranty coverage Carrier provides on its replacement components is one year from the date the component is installed, and the replacement component installed in 2020 failed after the warranty period expired. Therefore, no compensation or concessions will be offered to you towards this repair. I understand this is not the resolution you were seeking. I am sorry we cannot provide a response in your favor. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I spoke with Ms. *******, she offered to have a carrier dealer come to take a look at my failed compressor, which was less than 1 month out of warranty. I asked what the outcome would be if it was deemed that the compressor was bad and she said we will see?? I am not sure what the point of the visit was as I had 2 techs out prior to tell me the same, hence wasting another month only to find out that nothing is resolved & it will take more than 6 months to get any parts. After completing extensive research, I have learned that there are several consumers with the exact problem, same compressor same system, many of whom are on compressor number(5) clearly not a coincidence. It's a shame a large corporation such as this could not in good will, offer something towards this repair, makes no sense as would be a lot less painstaking over a class action. I am done dealing with Carrier, I will pursue the latter. Business Response /* (4000, 9, 2021/12/08) */ Carrier's position remains unchanged. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (4200, 11, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not dealing directly with Carrier or any longer I will go through legal, Buyer beware Business Response /* (4000, 13, 2021/12/13) */ Carrier's position remains unchanged. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com

*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. ↩