ComplaintsforCarrier Corporation

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2016 I purchased a new HVAC system, manufacturer ****** (parent company Carrier). This past week I received an error code- 41 blower motor fault. Using the diagnosis booklet provided at installation, a skilled technician determined a new blower control module is needed (a known common failure). I called ****** to request the part, as my system has a 20 year warranty on parts. ****** stated they will not send me the part, and that I have to go through a retailer. I do not need a diagnosis or installation services, which a retailer will charge to submit this part under warranty. The warranty cover parts and ****** is refusing to send me the part.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/19) */ Dear Ms. *****, On behalf of ******, I am very sorry to learn of the problem you have experienced with your unit. The warranty ****** provided on Model: 315AAVXXXXXX Serial: 0716AXXXXX was a limited parts warranty from the date the equipment was installed; since your unit was properly registered within 90 days of installation, the coverage includes ten years on all parts and twenty years on the heat exchangers. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of the warranty certificate for your review. The labor warranty was provided by the installer for a period of time as determined by them. ****** does not provide homeowners with warranty parts; warranty parts are obtained from a ****** distributor by registered servicing dealers and failed parts must be returned to the distributor through a registered servicing dealer. If you do not have a ****** dealer that you are currently working with, a listing of dealers in your area can be found at the ****** Dealer Locator website: https://www.******.com/en/us/hvac-contractors/ I hope we have provided clarification on our warranty process. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (3000, 8, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you have acknowledged, the parts are under warranty. I do not need a dealer. I want Bryant to directly send me the blower control module. Due to this experience, I will be working with my state officials to incorporate language into the pending Right to Repair bill. Business Response /* (4000, 10, 2021/10/19) */ Dear Ms. *****, Our response has not changed, we cannot provide you with the part. In order to obtain the part under warranty, you will need to contact a ****** dealer. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (4200, 12, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no law that prevents the requested part from being delivered direct to customer. Do you have a valid reason why the part under warranty will not be given to the customer? And why you are putting the warranty part under another company's responsibility? Business Response /* (4000, 14, 2021/10/20) */ Dear Ms. *****, The terms and conditions were outlined in the warranty certificate, which should have been provided to you by your installer at the time the equipment was installed in your home. I am very sorry if the installer did no review the warranty policy with you. I had previously provided you with a copy of the warranty certificate in my initial response. Warranty parts are obtained from a ****** distributor by a registered servicing dealer. I understand you are not in agreement with this policy; we will not be shipping a part directly to you. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (4200, 16, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company cannot provide a valid reason to justify policy of not providing warranty replacement parts direct to consumer. This is common practice with every other company/warranty situation. Appalling practices, policies and customer service. Hopefully Right to Repair legislation will rectify such practices.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Buiit my home in 2010 and moved in November 2010. Had a brand new Carrier Heat Pump installed. Did basic maintenace, including a few condensors that had to be changed. In May 2019, the compressor went out and had to be replaced. A brand new compressor, surge protector, freon etc. was installed cost was over $2200. In Octobero 2021, AC unit went hot again. I was told it was a freon leak, but it turned out it wasn't. The compressor was bad. Less than 2 years 3 months old. I called Carrier because regardless of a warranty a new compressor's life should be well over even the 8 year old one I replaced, and now a 2 year 3 month old replaced compressor, cost was over $$1600. Carrier told me I would have been better off replacing an 8 year old unit back in 2019. First off, we consumers rely on businesses to give us good instructions. The service call was to replace the compressor, I was told it should have a long life. I don't think I should had to pay for another compressor.

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/15) */ Dear Ms. *******, On behalf of Carrier, I am very sorry for the problems you have encountered with your equipment. The warranty Carrier provided on Model ************ Serial 1310EXXXXX was a limited parts warranty for five years from the date the equipment was installed. We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, there many reasons for a compressor to fail beyond the control of the manufacturer. Regretfully, 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 Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Perhaps Carrier didn't read the complaint very well. I understand the first compressor and how after 8 years it could fail, however I have owned several homes and not once have I had to replace one in under 15 years, but the other compressor that was purchased from them failed within two years and 3 months of the replacement. This doesn't seem like it should be the case for their equipment. The cost to replace these are extremely expensive and theirr reply to me is not empathetic or sympathetic to people such as myself that work two jobs just to keep my house up and running. I am very disappointed that they don't care enough about their brand or equipment to understand the complaint. It wasn't just one compressor, it was two. This is just faulty equipment and bad business. Business Response /* (4000, 9, 2021/10/19) */ Dear Ms. *******, I am truly sorry you have experienced another compressor failure; however, Carrier's position remains unchanged, no compensation or concession will be extended to you for this repair. Sincerely, ****** ******* Consumer Liaison - Executive Offices Carrier Corporation Phone: XXX-XXX-XXXX Email: ***@carrier.com Consumer Response /* (4200, 11, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with their business practices. There was no underlying condition such as power failure, storms, etc. The AC/Heating company says it was the equioment that failed, not my house! I choose to not pursue this any further as they have not shown any good faith to rectify this complaint, but I do believe the BBB should make sure people shouldn't but Carrier Products EVER!!

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