ComplaintsforCarrier Corporation

Air Conditioning Equipment

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Initial Complaint
09/12/2024
Complaint Type:
Product 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.
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
09/03/2024
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.
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
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 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
08/21/2024
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.
On June 26th,2021 I purchased a new Carrier 3-Ton ** system SN- 1121E06276 for my home from ****************** in ******, **. This decision was reached after extensive research online and getting the recommendation from several experts in the ** field. Unfortunately, over the last three years the ** has struggled to keep my home at 78 degrees with my home temperature rising to 84 degrees @ 1600hrs in the summer and cooling back to 78 degrees @2200hrs. I just thought the 3-ton unit could not keep up on a 1540ft home because it was summer in **********, but looking back this issue may have existed the entire time. On Saturday August ******* the unit leaked freon from the condensing coil which caused my ** to stop working. Since receiving estimates from Carrier dealers to replace this part the cost is $989.00, I think Carrier should pay to fix the problem.
Business response
08/28/2024
Dear ****** *******,

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: 24ACC436A0030011Serial: 1121E06276 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.

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 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, please provide your annual maintenance records since installation, as well as an itemized quote from your dealer with scope of work to be performed. I will ask our management review board to review your records and quote and determine if we can provide additional financial assistance above and beyond the $250 voucher our team has already provided and our standard parts warranty.

Please note, I have located your customer service case ******** and have reached out to Carrier Enterprise in *************** to obtain your dealers internal factory order. Once we have obtained the factory order, we will work on expediting the Coil, TXV and Pan and will provide email updates through your existing open case.

Thank you,

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

Customer response
09/09/2024

Complaint: 22172469

I am rejecting this response because: This A/C coil should last ***** years it was a faulty part from the beginning. I sent all the part numbers to Carrier **************** on Aug ******* so their parts department could expedite finding these parts. I called customer service back Friday 9/6/24, customer service said the parts department would call back that day and I never received a call. I called them back 9/9/24 customer service said the parts department is just now looking for the part in order to find a ship date. Meanwhile in ************* we are having record heat days with no parts available for a unit that is only 3 years old. The next call will be to my lawyer to start a lawsuit for faulty parts and no parts available for warranty.

Sincerely,

****** *******
Business response
09/17/2024
Dear ****** *******,

Thank you for your recent response.

As of 9/13/2024, a unit replacement has been approved by our territory service manager.

Please note that our offer is to provide the replacement unit only, any costs associated with labor and/or materials for the removal of the old and installation of the new unit would be your responsibility as per the warranty.The new unit will retain the limited parts warranty coverage of the original unit.

Our district service manager has been in contact with your service provider advising the approval of the replacement unit. Please contact your service provider for an updates and next steps.

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

Sincerely,

****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer response
09/21/2024

Complaint: 22172469

I am rejecting this response because: As of 9/21/2024 I still do not have a working A/C in my house due to parts that were unavailable for a unit that is warrantied for 10 years. A new air handler was sent to the installer, but this handler was too big for the area of instillation. There is still no available date for parts to be able to fix my unit. This issue has been going on for over a month. A month of no working AC in ***** where the temperatures are reaching over 100 degrees regularly. This totally unacceptable for a company that's CEO ***** ****** said "one of its company's values is at Carrier is we demand high performance and high integrity from all of our employees as well as everyone with whom we do business. It is never acceptable to compromise our values or integrity to achieve our business objectives. We are a company committed to always doing the right thing. No exceptions."
- **** ****** Chairman & Chief Executive Officer
Chairman & Chief Executive Office
I have not found one employee at Carrier that follows this statement from the CEO. More people need to be made aware of the lack of quality product that Carrier is selling to consumers. I am reaching out to ********** outlets to help trouble shoot with this issue and reach more consumers who may be considering using Carrier for their next purchase. Poor customer service and no parts available for warranty issues has been my experience with Carrier and I would hate to see other consumers go through the same trials that I am facing.

Sincerely,

****** *******
Initial Complaint
08/19/2024
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 10-year warranty with Carrier for my air handler and AC condenser, registered on April 5, 2022 (confirmation number Z005069732608C). On July 14, 2024, my family heard loud electrical buzzing and smelled burning throughout our house. The issue was traced to our AC condenser, which dangerously caught fire. We immediately shut it down by turning off the breaker which did not trip.On July 15, 2024, ******* Air, *******************, our trusted service provider, inspected the unit. Their technician recommended full replacement due to severe damage, noting it was the worst he'd ever seen. We contacted Carrier, expecting them to honor the warranty and repair or replace the unit. According to their warranty, essential parts like the compressor and circuit boards are covered.However, Carrier failed to inspect the unit and delayed responses for days, despite the extreme heat and potential fire risk in our home. Carrier first blamed a power surge, then installation errors by ******* ************** and later, landscaping issues, none of which were supported by our service provider or installers. As a result, we had to use our homeowners' insurance, costing us $2,000 for the deductible.Carrier's refusal to honor their warranty caused significant financial and business losses for our family, and we seek compensation for their faulty product and breach of contract.
Business response
09/05/2024
Dear ******** *******,

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: CH14NB060P0GAAAA Serial: ********** was 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.

I escalated your prior case ******** out to our quality team for review. Unfortunately, with the unit not being returned back to the distributor at the time of the incident our team is unable to determine the root cause of the fire.

However, 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 $2,000.00 once we have a paid invoice for the said insurance deductible amount. Once we have received your paid invoice from your insurance company as well as the name and address verification below, I will begin processing your concession.

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 **** 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 ******************************************************************.

Thank you,

**** *****
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
09/20/2024
Dear **** *****,

Thank you for the information in your response regarding the unit, sympathy, and one time concession in the amount of $2,000.00. My family and I accept your offer. Once the concession has been received I will be happy to close out this case as being resolved.

1. Name as you wish it to appear on the check:
***** *******
2. Mailing address:
*************************
**************************************************************************

I am attaching the insurance invoice from ****. Please let me know if you need any further information. I will be looking out for the second email from your accounting department. My email is ****************************

Thank you,

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

Business response
09/26/2024
Thank you Mr. **************** have submitted your case to our accounting department, and they should be following up with you shortly.
Thank you,
**** *****
Consumer Liaison- Executive Offices
Carrier Corporation

Customer response
09/26/2024

Complaint: 22164269

Thank you, ****. I just followed the instructions you emailed. I sent an email to the accounting team for the secondary name and address payment verification. I read that it may take up to 12 weeks for concession processing. Again, after we receive the concession and deposit it, I will be happy to close out this complaint by accepting the business response which will close out this case and mark it as resolved. Have a great week.

Sincerely,

******** *******
Initial Complaint
08/09/2024
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.
on 7-26-2024 my blower motor went out. called my HVAC guy and he said no parts availiable for over 90 days. Who in there right mind is going to wait 90+ days for there ac to work again. This is a criminal act & hey need to be sued for neglect and market manipulation. you can bet your a** if the CEO had this issue , his motor would be replaced same day. Called ***************************** are a joke. DO NOT CARE AT ALL ABOUT HEALTH ISSUES , COMPENSATION OR HELPING IN ANY WAY...
Business response
08/21/2024
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 and obtaining a replacement motor.

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 part in question was ordered by your dealer through their local distributor. As the manufacturer, we are not directly involved with this process as it is handled at a local level. Should the part not be available at the local supplier, they would place an internal order with our factory. You contacted our ***************************** on 8/7/2024 for assistance with this matter and case # ******** was opened. Your case was escalated to the district service manager and our parts department on 8/9/2024 to investigate the part availability on your behalf. We received notification from our district service manager on 8/14/2024 that the part was obtained, and the repair was completed.

We appreciate your patience with this matter and are happy to learn your unit is operating again. Thank you for taking the time to reach out to us regarding your experience.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
07/26/2024
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 $16,000, 5-stage heat exchange to replace my AC/furnace in April 2023. It has failed a year later. Carrier requires customers to go through their installer and distributer, and claims that they bear no responsibility for parts as that is handled through their customer service. After repeated issues, the unit failed entirely requiring a new TXV (some part that is part of the coil). The unit does not function without it. The *** part will take 28 days to ship, so no AC during a heatwave (other than the window AC that the installer, a small business, provided out of their pocket, for a 2600 SQ FT house), and Carrier blames the distributor. This is apparently a frequent occurrence where fairly new units fail and Carrier cannot provide parts (I know of 2 others, and my friendbase isn't that big). 1. ************** number of the unit.System: Model: **************; Serial # *********** FAN: Model: *********; Serial # ********** 2. Part number and description. TXV I would like them to provide top-of-the-line mobile room AC since apparently I can expect many more years of a failing system. Or replacement of the existing system with an equivalent system from Lennox (preferred).What should be done additionally: Carrier needs to ensure parts are available in a timely manner; be held financially responsible for units that fail, rather than pushing it on small installation companies; and their "process" of making the parent company not responsible since it doesn't handle parts and repairs needs to change.
Business response
07/31/2024
Dear *******************,

Thank you for contacting Carrier 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 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: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. 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 sorry if you were not provided with these options at the time of your purchase. Please note the manufacture warranty does not cover unit replacements. Should you feel your equipment needs to be replaced, your dealer would be required to contact the district service manager and provide proof/documentation to support your request and wait for the service managers to investigate.

The part(s) in question was ordered by your service provider through their local distributor. 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.

It appears our senior level representatives sent you a parts order request asking for order details. We are missing the part number your dealer ordered, their PO number to the distributor and the expedite case number the was opened for their emergency order. (Expedite Case Example: E-123456). We have not been able to find a corresponding order without this information. If you or your service provider can provide this information, we would be happy to try and track down the replacement part needed.

In the meantime, I have escalated your case out to our district service manager at CE Mid-Atlantic and asked them to contact your dealer to discuss if there are any alternative repair options while we continue trying to track down your dealer's order.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
08/05/2024

Complaint: 22050214

I am rejecting this response because: Carrier still takes no responsibility for producing units that fail within 1-2 years of install and doesn't ensure that distributors are able to procure *** parts. The *** PART WAS NOT AVAILABLE - only a universal was available in less than 28 days. Carrier is producing units of inferior quality and not ensuring that there is a supply chain to remedy the expensive units when they fail. They put the onus on the small businesses that install the parts when they can finally get them (my installer paid to have parts overnighted to the distributor so that they could repair my unit). Carrier is not taking responsibility and producing products that are lemons. Consumers, as well as installers are at the mercy of Carrier and its distribution centers. They need to make improvements to their supply chain (and to their ***************** process so that the products don't fail shortly after install).

Sincerely,

*******************
Business response
08/20/2024
Dear *******************,

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 part(s) in question was ordered by your service provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. 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 check within their local network to see if they have the part/unit, if not they would place an internal order with the manufacture/factory for the parts in question.

The warranty Carrier provided on Model: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. 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 sorry if you were not provided with these options at the time of your purchase. Please note the manufacture warranty does not cover unit replacements. Should you feel your equipment needs to be replaced, your dealer would be required to contact the district service manager and provide proof/documentation to support your request and wait for the service managers to investigate.

There are many things beyond the control of a manufacturer that can cause a TXV to fail, debris or contamination, incorrect refrigerant charge, overheating of the valve, to name a few.

Our customer service team sent a parts order request asking for order details required for us to track down your dealer's order and investigate the parts availability. We are missing key information including the part your dealer ordered, your dealers PO number to the distributor and the expedite case number that was opened for their emergency order. (Expedite Case Example: E-123456). We have not been able to find a corresponding order without this information. If you or your service provider can provide this information, we would be happy to try and track down the replacement part needed.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
08/20/2024

Complaint: 22050214

I am rejecting this response because: While the unit was fixed, and the warranty limited to parts, the unit should not fail - and the *** part - ie, the part PRODUCED BY CARRIER was not available to the distributor for 28 days. I know of a couple of others with recent Carrier units that failed when fairly new (1-3 years old) and where *** parts were not available for about 1 month. Stepping behind legalese and company owned subsidiaries doesn't excuse you from producing a product that is knowingly inferior and designed to fail quickly. I will procure a ****** unit next time, and I am informing others of my experience - great installer, lemon of a piece of equipment - if it fails again, I will sue under the lemon laws originally designed for automobiles...and maybe as a class, as 3 people with similar experience just among friends is a lot; an inquiry on NextDoor or ******** will probably yield numerous others dealing with Carrier lemons.
BBB - all Carrier has done is say - it doesn't matter the quality of the unit we produce, once it is sent to the distributors it is not our fault. When people end up dying because their heat fails and it is 110 degrees out - or we end up staying in a hotel because the brand new $16,000 Carrier unit is sent with defective parts and fails a year later and it is too hot in the house to live...and temperature sensitive things are destroyed leading to insurance claims...is that what it takes to get action? Getting an unsatisfactory company response of "it isn't our problem" is not a solution to a lemon of a product.

Sincerely,

*******************
Business response
08/28/2024
Dear *******************,

The warranty Carrier provided on Model: FE4ANF002L00EEAA Serial: ********** is a 10-year limited parts only warranty from the date the equipment was installed the original owner. 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 sorry if you were not provided with these options at the time of your purchase.

There are many things beyond the control of a manufacturer that can cause a *** to fail, debris or contamination, incorrect refrigerant charge, overheating of the valve, to name a few. Should you feel the *** was defective, please ask your dealer to contact his district service manager at CE Mid-Atlantic to discuss your concerns and provide any requested data to the service manager for an investigation to be completed.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Carrier air conditioner company will not recognize that my six month old air-conditioning condenser is making horrific noise. My service provider has been very good and trying to get me a new unit carrier is putting us through the wringer with unnecessary testing of the unit. The video Carrier air conditioner company will not recognize that my six month old air air condition condenser is making horrific noise. My service provider has been very good and trying to get me a new unit carrier is putting us through the ringer with unnecessary testing of the unit. Video of the noise that the unit makes has been sent the carrier with no recognition video the video of the noise of the noise.
Business response
07/31/2024
Dear ***************************,

Thank you for contacting ****** through the Better Business Bureau. On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty ****** provided on Model: PA5SAN44200WABAA Serial: ********** 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. I am sorry if you were not provided with these options at the time of your purchase.

Our records indicate you contacted our customer relations department on 7/8/24 due to a noise complaint within the first year of installation. Our senior level representatives escalated your case our to our district service manager to investigate your concerns. Our service manager contacted your dealer Above All Air Heating and *********** per our request to collect additional proof and documentation to investigate your concerns. At this time our service manager has spoken with the office manager and has only received a video of the noise.

This is not sufficient enough data to investigate your noise complaint or equipment operation concerns. The service manager has requested additional data from your dealer to investigate the root cause, but so far has not received any additional supporting information to move forward with our investigation. Our service manager has explained to All Air Heating and *********** as to why this information is necessary and advised we cannot move forward in investigating your concerns until this information is received.

We would suggest contacted All Air Heating and *********** and ask them to supply the additional data requested so our district and territory service managers can resume investigating your concerns.

Thank you,

*******************
Consumer Liaison- Executive Offices
****** Corporation
Customer response
08/13/2024

Complaint: 22042708

I am rejecting this response because:
My installer all above air-conditioning has sent most of the requested information including a video which would tell you whats wrong with the unit. You have to hear the noise of the unit to make a determination but theres something wrong with the unit the video should tell ALL!
Sincerely,

***************************
Initial Complaint
07/13/2024
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.
This complaint is in regards to the new Carrier residential HVAC system that I purchased in 2020 and had installed by ****** Heating and Air (**************************************************, *******, GA ***** Ph - *************. Less than 2 years later in 2022, our new Carrier HVAC system had a major failure in the outside unit. There was at least a 2-week period in which this failing compressor would wake my family up nightly (EXTREMELY LOUD compressor noise). After extensive (many/many appts) investigation by ******, their recommendation was to ask Carrier to replace the outside unit. Carrier REFUSED to replace the exterior unit and eventually agreed to replace the compressor. ****** installed the compressor under their warranty. This corrected the terribly loud noise for the next 2 years until now. About a week ago, the SAME EXTREMELY LOUD compressor noise has returned. It has been waking my family up every night this week because this same super loud noise starts up between 2-5am. ******************** and Air have been out to investigate the problem as they did 2 years ago(twice this week). This time, they again said that its typically quite hard to work with the Carrier warranty department. They informed me that even if Carrier allowed the replacement under warranty, It would cost me $2300.00 in labor for them to install the new compressor. Keep in mind, this CARRIER HVAC system is roughly only 4 years old!!?? Even if I replace this 2nd failed unit for $2300, I am scared that I will have to do this AGAIN in 2 years! My family cannot afford to continually spend 1000's of dollars every year fixing a defective design. I bought an upgraded Carrier system because I believed that its a premium system that they stand behind. I am unfortunately finding out that made HUGE mistake buying a Carrier residential HVAC system.
Business response
07/25/2024
Dear ***************************,

Thank you for contacting the Carrier Corporation. We have received your complaint submitted to the Better Business Bureau on 7/13/2024 and opened case number ********. 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: 24ACC436A003, Serial: 0920E19215) 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.

I have engaged our district service manager and requested he contact your installer, ******************** and Air, to provide factory support and assist with establishing a root cause of the compressor failures. Once theyve had a chance to review, ****** Heating and Air should be contacting you with any updates or next steps.

We appreciate your patience with this matter.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Customer response
07/25/2024

Complaint: 21984691

I am rejecting this response because: I need more action on Carrier's part here. This is the 2nd compressor failure within 4 years of purchasing the new Carrier unit from *****. This time ****** (and you) tell me that I am responsible for the labor to install a new compressor. ****** quoted me verbally that it will cost me ~ $2300 in labor alone which in my opinion is way out of line. (Especially that this is an ongoing issue) How am I supposed to feel confident that this will not happen to me every 2 years? Have you redesigned the compressor for this model? How will this replacement be different from the last compressor replacement that was done less than 2 years ago? I am NOT feeling good about spending my money purchasing a Carrier product at this point.

Sincerely,

***************************
Business response
07/31/2024
Dear ***************************,

Thank you for your recent response.

Our district service manager has contacted your installer, ******************** and Air, to offer factory support regarding the noise issue. Based on the information provided by ****** and the video recording of the noise, it has been determined that this might be a thermostat issue. Nest thermostats are known to sometimes cause compressors to run backwards, making a loud noise like grinding mental. It was suggested by our service manager that ****** recommended a new or different type of thermostat to resolve this issue.

Please reach out to ****** Heating and Air to discuss next steps.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************
Initial Complaint
07/01/2024
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.
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

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