ComplaintsforCarrier Corporation

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/02/2024

  Dear *************,
  
  Thank you for contacting Carrier Corporation. We have received your BBB complaint filed on 7/2/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on (Model: CA13NA030BNG, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  We have engaged the assistance of our district service manager and requested he contact your service provider, D&D Comfort & Heating & Air, to discuss the details of this repair. They have confirmed the charges you incurred are only for what the manufacture warranty does not cover, including labor and refrigerant. The $200 they charged for shipping was to expedite the coil.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  07/18/2024

   
  Complaint: 21929320
  
  I am rejecting this response because: This is a manufacturing defect on a 3 yr old unit and not a maintenance problem or a broken part problem the Condenser already comes assembled and all is done is installation this did not happen at install. Carrier owes me the amount for the defective product. Court is next if not resolved.
  Sincerely,
  
  *************

  Customer response

  07/24/2024

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

  Thank you,

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

  Business response

  07/29/2024

  Dear *************,
  
  Thank you for your recent response.
  
  As previously advised, Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. *** warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  *** limited parts warranty does not cover labor, refrigerant, diagnostics, or any additional shipping fees charged to you by your service provider.
  
  As is stands, our answer remains unchanged. No compensation or concessions beyond the limited parts warranty coverage will be extended to you.
  
  I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  07/30/2024

   
  Complaint: 21929320
  
  I am rejecting this response because:

  As I stated previously this is a 3yr old unit and this should not happen. Carrier is responsible for their manufacturing defect and owes me the sum stated.

  But I guess we'll let the court decide.
  
  Sincerely,
  
  Jeno Kiss

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/16/2024

  Dear *************************************, 
  
  On behalf of Carrier, I am sorry to hear your dealer was unable to source your replacement parts locally. 
  
   Our Records indicate on 7/1 we received answers to the 7 part questions our Senior Level representatives requested. On 7/2, we contacted you and your dealer advising the part in question was in stock and could be ordered as an emergency. "I have checked our factory inventory and show we currently have Qty 567 of fan motor HD42GQ231 in stock and available to ship from our factory warehouse. Should a part not be available at the local distributor, your dealer would place an order (PO) with the local distributor, and in return the distributor would place an internal order with the manufacture for the parts in question. We would suggest reaching out to **** HVAC & Electric and confirm they booked an Emergency Priority 5 order with the local distributor. Priority 5 orders are typically processed and shipped out the same day as long as the part is in stock, and the order is booked prior to 4pm EST. (NOTE: Priority and shipping methods are selected by your dealer at the time of ordering)." 
  
  When speaking to ******************* at **** HVAC it appears this part was ordered and shipped on a ground truck to be delivered Friday 7/5. We asked *** to follow up should there be any hold *** on Friday obtaining the part. We did not hear back. 
  
  Thank you for taking the time to reach out to us regarding your experience. Should you need further assistance please reach back out to our office **************.
   
  Thank you,  
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

  Customer response

  07/16/2024

  I am very satisfied with this response. I realized that my contractor miss lead  me that carrier was responsible for not getting the parts on time but I since  refused **** to  continue with the service. I have to hire a new contractor.

  Hat was not helpful at all they did care what I was going through without air conditioner in 110 degrees. 
  Again I apologize to Carrier they are very good. I will always buy Carrier products.

  Customer response

  07/17/2024

  Date Sent: 7/16/2024 12:11:26 PM
  

  I am very satisfied with this response. I realized that my contractor miss lead  me that carrier was responsible for not getting the parts on time but I since  refused **** to  continue with the service. I have to hire a new contractor.

  Hat was not helpful at all they did care what I was going through without air conditioner in 110 degrees. 
  Again I apologize to Carrier they are very good. I will always buy Carrier products.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/01/2024

  Dear *****************************,
  
  Thank you for contacting Carrier Corporation; we have received your BBB complaint filed on 6/22/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment
  - Installation date of the equipment
  - Name and phone number of installer
  - Name and phone number of current servicer
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  07/02/2024

  Dear *****************, 
  
  On behalf of ICP, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty ICP provided on Model: WAXL604A08E Serial: ********** is a 5-year limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them.
  
  I have reviewed your case file, and it appears your service provider contacted ICP's customer relations office on your behalf on 10/26/2023 (case ********) and spoke with our senior level representative seeking compensation for water damage to your floor due to a leaking drain pan. Our agent advised the manufacture covers parts only and should they feel it was defective they should contact the local distributor for investigation and to file a warranty claim for the replacement parts. Our agent also advised your service provider if there was property damage you as the homeowner must file a claim with your home insurance company.   
  
  Our warranty records indicate your service provider contacted the local distributor and file a warranty claim for a replacement coil and condensate pan and received credit for those parts.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you. We would suggest contacting your home warranty company should you seek compensation for the water damages/repairs.  
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  International Comfort Products 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/10/2024

  Dear *******************, 
  
  Thank you for contacting Carrier through BBB. On behalf of Carrier, I am very sorry to learn of the problems you have experienced obtaining equipment specifications. 
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. When viewing equipment on our website you will see equipment stating, "Up to Seer 16". This message indicates the specific model could achieve a 16 SEER/SEER2 rating depending on what other equipment is paired with it. 
  
  Equipment once it has been installed would have a combined AHRI/SEER rating for the complete system, which could be up to the 16 SEER. Customer relations is unable to pull SEER ratings without being provided the complete model numbers your dealer has quoted you. Should you have a list of full model numbers (***** digits) that your dealer is quoting, our team would be more than happy to run the equipment models to determine the AHRI/SEER ratings.  
  
  Should you need further technical product data, we would suggest speaking with your dealer/service provider as they are connected to a network of factory service managers, giving them direct access to engineering expertise.
  
  Thank you for taking the time to reach out to us regarding your experience. 
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 

  Customer response

  06/11/2024

  The response from Carrier is both technically accurate and also a complete fabrication. I have already called Carrier, with the part numbers in hand, and the refused to provide said specifications. Instead, they referred me to a sub contractor who said I do not need to know the specifications. So their response of "If you provide models, we would be happy to provide this information" is a flat out lie. 

  Customer response

  06/11/2024

   
  Complaint: 21781257
  
  I am rejecting this response because: Apparently I need to respond here and not the previous window I typed in. Carrier states they will provide specifications for efficiency if provided specific model numbers, but this is not true. I called carrier with model numbers in hand and was redirected to a sub contractor who specifically told me that I do not need that information as a consumer. I even recorded a ******* video at the time and show the call log in the video, if you wish to confirm I called carrier and the subcontractor. 
  
  *****************************************************************************
  
  Sincerely,
  
  *******************

  Business response

  06/13/2024

  Dear *******************,

  I apologize, I show no prior call records based off the phone number, email and address you provided in your BBB complaint. 

  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. When viewing equipment on our website you will see equipment stating, "Up to Seer 16". This message indicates the specific model could achieve a 16 SEER/SEER2 rating depending on what other equipment is paired with it.
  
   A combination SEER/SEER2 rating includes your outside condenser/heat pump unit, indoor air handler and if you have a furnace that model is taken into consideration to give an overall SEER/SEER2 rating.  Customer relations is unable to pull SEER ratings without being provided the complete model numbers your dealer has quoted you. Should you obtain a list of full model numbers (***** digits) that your dealer is quoting, our team would be more than happy to run the equipment models to determine the AHRI/SEER ratings.
  
  Should you need further technical product data, we would suggest speaking with your dealer/service provider as they are connected to a network of factory service managers, giving them direct access to engineering expertise.
  
  Thank you for taking the time to reach out to us regarding your experience.
  
  Thank you,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  

  
  

  Customer response

  06/13/2024

   
  Complaint: 21781257
  
  I am rejecting this response because:They are literally, completely ignoring the issue and continuing to deflect. I literally showed a ******* video in my last response in which I show the call log in my phone and show where I called carrier and there response is "We have no records of your phone call". This is irrevalnt, them ahving logs or not having logs in no way disputes the fact that I called them (which again, I showed on video) nor what they tell customers when customers call. Just like when I called them, their responses here are pure deflection. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/04/2024

  Dear *******************************,
  
  Thank you for contacting Carrier Corporation. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on (Model: CA16NA04200G, Serial: 1617E10445) is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. I have attached a copy of your warranty card for your records.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  In order for a part to be covered under the limited parts warranty, an authorized dealer would need an account set up with their local distributor in order purchase warranty parts and file claims on your behalf. Once the repair is completed, the dealer will submit the claim to their distributor for reimbursement and return the failed part for quality assurance.
  
  Some dealers will cover the initial cost of the warranty part, while others may choose to charge the homeowner up front and reimburse them later. This decision is made by your dealer and is not a requirement per the terms of the warranty.
  
  I have included a list of Carrier Factory Authorized Dealers in your area. Factory Authorized Dealers are more likely to cover the cost of warranty parts as much of their work involves Carrier equipment and they have a good working relationship with their local distributor. You can also view a complete list on our website www.carrer.com.
  
  I have also provided a $250 voucher to have a different dealer come out to your home. Please note that we do not require dealers to accept our vouchers, so be sure to mention it prior to scheduling service.
  
  Bill Joplins Air Conditioning and Heating - ************
  Colony Air Conditioning & Heating - ************
  Collin ********************** ************
  D T Air Conditioning & *************** ************
  Total Air Conditioning and Heating - ************
  
  Thank you for taking the time to reach out to us.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation | ******************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  06/06/2024

  Dear *******************,
  
  Thank you for contacting Carrier Corporation. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on (Model: 38MHRQ09A--1, Serial: ********** &Model: 40MHHQ09---1, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance,etc...
  
  A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  I have sent your case to our district service manager and requested he contact your service provider, Carolina ***** to offer factory support. He has confirmed that your service provider will be replacing the unit. Please be aware that Carrier will be providing the replacement equipment and any additional fees to remove and install the new equipment should be negotiated with Carolina ***** Please reach out to them directly for any updates or next steps as needed.
  
  Thank you for taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ************************* | *********************** Specialist | ********************** *******************************

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  05/20/2024

  Dear *************************,
  
  Thank you for contacting Carrier Corporation; we have received your complaint submitted to the Better Business Bureau on 5/12/2024. On behalf of Carrier, we are very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on (Model: 50ZHC042---3-TP, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant,maintenance, etc... I have included a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  06/05/2024

  I do not see how this passed all your "rigorous" factory testing if it was caused by it's own internal components. The small copper lines vibrate during the ** running. Because they vibrate, and they were too close to the main coil, they rubbed the main coil until there was a visible hole in the main coil. Due to the hole in the main coil, I lost all 9lbs of refrigerant (within less than 2 years). Seeing as though the hole was small, this may have come that way from the factory. The cost of 9lb of refrigerant was over $600 from the company that came to ****** new copper to the main coil to fix the issue. On top of the service call cost of $300. This response is not acceptable for a 2-year-old machine to destroy its own main coil due to poor manufacturing. At the very least, I expect compensation for the repair due to faulty manufacturing.

  Business response

  06/11/2024

  Dear *************************,
  
  Thank you for your recent response.
  
  We are certainly willing to look into the charges youve incurred for this repair. We are asking that you provide us with diagnostic and a paid itemized invoice for review of those charges. Please ask your dealer to itemize the charges so we can accurately review them. Please email the documents to ****************************** and reference case # ******** in the subject line. Once received, our *********************** will review the invoice and will be in contact with you.
  
  We appreciate your cooperation with this matter.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation |******************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My home is two years old. Within these two years I have had to replace 4 HVAC blower motors by an HVAC company; *********************** . *********************** has been replacing the same defective blower motors in homes in my neighborhood and cannot understand or explain why these blower motors fail in a time frame of 8 months average. Typically a blower motor should last 10 to 12 years. Carrier corporation is the company that provides blower motors to a distributor. *********************** in return receives replacement HVAC parts from the distributor. When I spoke with carrier corporation customer service they initially blamed my home for having faulty electrical wiring or duct work. On May 1 *********************** inspected my HVAC equipment for 3 hours. The results of the inspection showed nothing faulty. Therefore it would appear blower motors built by Carrier and supplied to the distributor are defective. Carriers statement about parts is as follows: Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service. It is my opinion that carrier does not maintain quality control for their parts to be used in their HVAC systems, which then results in the customer having to pay for parts and labor costs after the warranty ends. I find this to be an unfair practice by carrier, since the customer does not have a choice in obtaining a different blower motor, other than what carrier provides the distributor.

  Business response

  05/21/2024

  Dear ***************************,
  
  Thank you for contacting Carrier Corporation. We have received your complaint submitted to the Better Business Bureau on 5/9/2024. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment
  
  The warranty Carrier provided on (Model: 58SC1A090E21--20, Serial: ********** & Model: 58SC1A045E17--12,Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.
  
  A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you are responsible for any additional charges associated with the repair of your unit.
  
  We have engaged the assistance of our district service manager and requested he contact your service provider, *********************** Air Conditioning, to discuss the blower motor replacements on both units. Based on the information provided by the service manager and our records of the repairs in our warranty database, the last two motors that were replaced on (Model: 58SC1A090E2120, Serial: *************** due to operational noise and no mechanical failures have been reported. If you experience any additional motor noise concerns, our service manager has requested that *********************** return the motor to him so he can submit it to the factory for mechanical evaluation/inspection.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ************************* | *********************** Specialist | ********************** *******************************

  Customer response

  05/22/2024

   
  Complaint: 21690134
  
  I am rejecting this response because: *********************** has not addressed nor claimed ownership as to why I had four defective blower motors prematurely stopped functioning, while stating Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only.

  In my opinion Carrier has not been responsible to ensure the equipment they manufacture operates to specifications. If they had my blower motors wouldnt have stopped working within  4-6 months. The implied warranty life for blower motors is 10 years or more.  After talking with *********************** today they informed me they obtain replacement parts directly from Carrier Corporation, yet they have been having issues with Carrier parts for almost 2 years, parts that require replacing far sooner than they should. This has been proven in my neighborhood since all homes were built in the last 2-3 years, and many homeowners such as myself have had defective Carrier HVAC parts that required replacing.
  

  Again I am requesting Carrier Corporation take full ownership with the *** parts they produce and then provide to service companies. If Carrier really wants to stand behind their parts they will cover the labor costs for any future replacement parts beyond the two year warranty. 
  
  Sincerely,
  
  ***************************

  Business response

  05/28/2024

  Dear ***************************,
  
  Thank you for your recent response.
  
  As I explained in my pervious response, the last two motors you had replaced were due to a noise complaint and replaced by *********************** for customer satisfaction. No recent failures were reported to our district service manager or indicated in the warranty claims submitted by ***********************.
  
  Our warranty database does indicate there have been two blower motor replacements on (Model: 58SC1A045E1712, Serial: 3121A18771). In order to investigate this matter further, our service manager has requested that *********************** contact him right away to discuss any additional failure and determine a root cause to ensure the problem has been addressed.
  
  As the original owner, you have an active limited parts warranty until 4/18/2032.We will continue to honor our limited warranty commitment and provide replacement parts at no cost to you. In addition, I have included a one-time good will voucher in the amount of $250.00. This voucher can be applied toward the purchase of new equipment, replacement parts, service, and maintenance.
  
  Thank you for taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ************************* | *********************** Specialist | ********************** *******************************

  Customer response

  05/29/2024

   
  Complaint: 21690134
  
  I am rejecting this response because:  per Carrier Corporation response blower motor replaced due to a noise complaint and replaced by *********************** for customer satisfaction. This is inaccurate information and shows Carrier does not maintain a satisfactory invoice record keeping. Yes I had noises in my attic, but this was not related to blower motor issues. Therefore let me clarify in detail the four invoices below that prove four blower motors were replaced in one year and two months, with each motor lasting approximately six months:

  invoice # *******, date 11/21/22, motor replaced in *************** side of home

  invoice #*******, date 2/22/23, motor replaced in main home

  invoice #*******, date 10/21/23, motor replaced in *************** side of home 

  invoice #*******, date 5/1/24, motor replaced in main home 

  While I appreciate the voucher Carrier Corporation provided me, this still does not address why the *** parts Carrier provides *********************** prematurely fail, especially since the life expectancy for a blower motor is 10 years or more. I know for a fact that other homeowners in ****** and ******* are have the exact same issues with Carrier, yet Carrier has yet to admit fault. *********************** has indicated to me they have attempted to communicate the faulty blower motor issue unsuccessfully with Carrier. As a result homeowners like me must now work with Carrier to reach satisfaction.
  

  Again I am requesting Carrier Corporate cover the labor cost for a total of 10 years for any future blower motors that will eventually require replacement.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint on 04/16/2024. No body contacted me about it till I saw business response on the BBB web today.I do not accept the business expaination about my complaint.My first TempStar AC unit lasted 9 years. The second one, the Fan broken after 10 year and 1 month. I ask the business reimburse me the the part fee of the fan for $300. I attached the receipts from my original complaint on 04/16/2024.I think the quality of TempStar AC is a BIG PROBLEM. I would like someone reply to me on this matter.

  Business response

  05/09/2024

  Dear *************************,
  
  On behalf of ICP (TempStar), I am very sorry to learn of the problems you have experienced with your equipment.
  
  ICP is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty ICP provided on Model: N4A348AKB200 Serial: ************* a limited 10-year parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.
  
  I am very sorry for the problems you are having presently; however, your equipment is out of warranty, and our warranty system indicates no claims were submitted during the warranty period. Therefore, we can only conclude that there were no issues with your equipment during the warranty period.
  
  Our decision remains unchanged, without documentation that you had the equipment properly maintained by a licensed HVAC servicer since installation, and service tickets to support your claim of issues during the warranty period, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage.
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | International Comfort Products 
  
  

*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. ↩