ComplaintsforCarrier Corporation

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in April of 2023 I purchased a carrier infinity system as a bundle system worked get during last year. this year when utilizing the ** & heat function the unit now has what the HV** tech are calling dirty sock smell. I have a tech showing up tomorrow to try to eliminate the problem. this is very unacceptable of a system that I thought I could trust because carrier made it. please also note and I mean this will all due respect. IF am in need of an air purifier or UVC light I will hold carrier responsible since yall cannot help me.Please also note that i will be contacting yalls office tomorrow.

  Business response

  04/29/2024

  Dear *************************,
  
  Thank you for contacting the Carrier Corporation.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.
  
  You contacted our Customer ******************** on 4/29/2024 to discuss an issue with your thermostat and the diagnosis of dirty sock syndrome. Our representative was able to get you your thermostat connected and provided some additional information regarding dirty sock syndrome pertaining to HVAC equipment.
  
  Please continue to work with your dealer to determine a root cause of the problem and to establish possible resolutions moving forward. Should you need any further assistance, please reach back out to our Customer ******************** at ****************************.
  
  We appreciate you taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ************************* | *********************** Specialist | ********************** *******************************

  Customer response

  04/30/2024

   
  Complaint: 21637906
  
  I am rejecting this response because: it would be nice if yall could assist with the off set of a uv light I now have to buy to help with this issue after spending ****** on the system
  
  Sincerely,
  
  *************************

  Business response

  05/01/2024

  Dear *************************,
  
  Thank you for your recent response.
  
  The warranty Carrier provided on (Model: 24VNA936A003, Serial: 1123E04848) 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.
  
  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.
  
  As outlined in the information provided to you by our Customer ********************* Dirty Sock Syndrome is a known HVAC issue in southern states,plaguing a small percentage of heat pumps. The problem itself is sporadic and is somehow related to living style or products in the home and/or return duct leakage. This problem is not brand specific and is caused by airborne contaminants that are circulated into the heating and air conditioning system via the return air duct system.
  
  Accessories suggested by your dealer to address this concern, such as a UV light, are not included in the limited parts warranty coverage, as this is not an equipment issue.
  
  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

  05/01/2024

   
  Complaint: 21637906
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Carrier AC/Heat pump unit from a large AC company approximately 5 years ago. The unit has a 10 year parts warranty. After years of problems, it finally stopped working and we were told the syntinoid burned out. However, a replacement part is not possible because Carrier has discontinued this unit and all related parts. Model 25HNB960A310. Serial 4215E04748. I called their customer service line and was told the only help they could offer me was the name of Carrier dealer. I asked what consideration we would be given for a unit that is still under warranty but defective. She agent said that was a question for the dealer. Two different dealers have told us the only remedy is a new unit because a replacement part cannot be found. Carrier has said they have no responsibility to accommodate my need for a part.

  Business response

  04/24/2024

  Dear ****************,
  
  As a one-time good will concession, we will provide reimbursement for the "Factory Selling Cost" for part # ******-763 which is $92.93.
  
  After receiving this BBB notification, our accounting department will be reaching out to you via email ****************** with a CF # as well as asking you to confirm your name/ address by sending an email to ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email. If you would like to cc ****************************** on your response back to ***************************************** we would be happy to confirm we have received your secondary validation.
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation

  Business response

  05/01/2024

  Dear *****************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment. We have received your BBB complaint pertaining to a missing solenoid coil. We had some site issues with BBB responses, and I wanted to reach out directly to make sure our response was sent properly. 
  
  It appears your dealer submitted a case to the local distributor looking for a replacement part number for your serial number where they requested the solenoid coil. Our factory tech support advised the local distributor the solenoid coil is not sold separately but is sold as part of the Reversing Valve. I have reached out to Carrier Mid-Atlantic the local distributor your dealer would have placed an order through. I have asked them to confirm whether or not they have placed an order for the replacement reversing valve. 
  
  In the meantime, while I wait for their response, can you please provide me the follow information: 
  
  -Name and Phone number for your service provider/dealer. 
  -Date your dealer was last out to your home
  -Invoice outlining your current diagnosis 
  
  If you can please provide us with the information requested above, we can continue reviewing your case.
  
  Sincerely, 
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation 
  
   

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously had two Carrier TXV replacements on my Carrier Heat Pumps; the first TXV replacement was on my 2-ton unit, which occurred October of 2020, six months after I moved into my new and previously unoccupied Lennar home, and the second Carrier TXV replacement, which occurred May of 2023 on my 2.5-ton heat pump unit. The Carrier Corporation has been aware of such repeated TXV failures nationwide on their heat pump units since 2015, so this problem is not new to the Carrier Corporation. My current problem with the Carrier Corporation is that I have recently once again had to have the Carrier TXVs replaced on both my Carrier 2-ton and 2.5-ton heat pump units; on my 2-ton unit in January of 2024, and in February 2024 on my 2.5 ton unit. I emailed the Carrier Corporation in March 2024 concerning this continuing problem, and requested reimbursement of my out-of-pocket recent Carrier TXV repair costs, which amounts to $700. On April 5, 2024 I received an email response to my inquiry to Carrier Corporation in which *************************, *********************** Specialist, ********************** stated: Once we receive a response from our district service manager, I will update you on our final offer for the concession. Three weeks have now passed without any further communication from Carrier Corporation concerning my stated issue.

  Business response

  04/22/2024

  Dear *********************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  We are sorry to hear of the *** failures you recently experienced, As previously suggested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure. 
  
  Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. unfortunately, we will not be able to honor your request to provide you with an new equipment or additional 10-year parts and labor warranty enhancement. Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure. 
  
  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 asking your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root failure.
  
  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

  04/22/2024

   
  Complaint: 21605952
  
  I am rejecting this response because given the past, current, and future unreliability of my Carrier heat pumps, and given that Carrier had knowledge that the Carrier heat pumps I purchased would most likely fail (my first heat pump unit's TXV valve failed after just 6 months), I am sure that you can agree that the replacement of both of my heat pump units is the only reasonable and least expensive option for Carrier. In addition, until such time that my two heat pumps are replaced,I am demanding labor reimbursement costs for my most recent two TXV valve replacements, now totaling four, two TXV replacements on my 2-ton unit and two TXV replacements on my 2.5-ton unit, all within the past three years.
  As for Carrier providing customers with labor reimbursement costs on failed TXV valve replacements due to the unreliability of the TXVs installed in Carrier Heat Pump units since 2014, please see the below excerpt from a recent court case against Carrier:
  "93. For 1.5 to 2.5 ton systems, Carrier issued a bulletin instructing distributors and service technicians on the procedure to repair stuck TXVs on units within that defined population.  In addition, Carrier provided a process for submitting claims for labor reimbursement. In fact, after conducting this study of real-world rates, Carrier increased its labor reimbursement rates for TXV replacements to $400, which equated to $133 per hour based on Carriers estimated 3 hours of labor required to replace a TXV. See ******************* et al.vs Carrier Corporation et **** **** No. 8:15-cv-01985 CAS (Ex).
  
  Sincerely,
  
  *********************

  Business response

  04/25/2024

  Dear *********************,
  
  We are sorry to hear of the *** failures you recently experienced, As previously requested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure.
  
  There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  Warranty coverage is a legal and binding agreement; therefore, we cannot arbitrarily change the dates in the warranty system. unfortunately, we will not be able to honor your request to provide you with new equipment or additional 10-year parts and labor warranty enhancement. Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure. This gesturer was a one-time offer that went above and beyond our limited parts only warranty obligations.  
  
  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, our decision remains unchanged, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  As previously suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failure.
  
  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

  04/27/2024

   
  Complaint: 21605952
  
  Thank you again for responding to my issue. However, I am rejecting your response as there seems to be a misunderstanding in my case. Carrier has already paid me the labor costs for my previous TXV failures without a TXV failure sheet being provided Carrier by my service provider. So in effect, Carrier has already conceded liability and set in place a specific policy via their prior actions in paying me for the labor costs associated with my particular TXV failures, and as a result must continue to do so. It has also been represented to me that under Tortious Misrepresentation, if the manufacturer, retailer, or other supply chain member conveys false or misleading information about a product, they can be held liable for damages. On the Carrier website at ************************************************************************** governance/ethics-compliance/, it is stated under the heading of Product Integrity: Carrier will not compromise the safety or quality of our products and services. Our proactive product integrity programs assure that Carrier customers receive ********************** and services that meet or exceed all applicable requirements. With this publicly made promise to Carriers current and future customer base, it is clear in my case that two new Carrier heat pump products that completely fail four times within a three year timespan beginning just six months after purchase does not represent in any manner Carriers promise of product quality and product integrity, but instead unambiguously represents Carrier's conveyance in a public forum false and misleading information about Carrier heat pump products.
  
  Sincerely,
  
  *********************

  Business response

  05/01/2024

  Good morning, 

  We received 2 different BBB complaints for the same customer. ********************** has already provided a concession above and beyond our standard parts only warranty to ************** in June 2023. We advised the homeowner at the time should he have another *** failure his dealer would be required to submit a *** failure sheet to our district service manager at Carrier Enterprise ******* for us to fully investigate. At this time the customer and dealer have not been able to submit the required documents to investigate his *** claims. 

  Our service managers have reviewed the prior failure and believes there is a power issue at the home causing surges but cannot confirm or deny without the proper reports being submitted. The *** failure sheet has been requested several times over the past year as we have requested over the past year (Jan 2023-present). 

  The customer keeps submitting new complaints, expecting a different answer. The customer is making demands that go above and beyond our warranty policy, and at this time our response remains unchanged, without the proper documentation being submitted to the service managers there is nothing further we can investigate/offer. 

  Thank you, 

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

  Business response

  05/01/2024

  Dear *********************,
  
  As previously requested by our district and territory service managers, your dealer will need to submit a *** failure sheet for review to try and determine a root cause of the failure. There are many things beyond the control of a manufacturer that can cause a *** to fail, power issues/surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  

  Our records indicate we have previously provided a one-time good will concession in the amount of $395.60 for your prior *** failure. This gesturer was a one-time offer that went above and beyond our limited parts only warranty obligations.
  
  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, our decision remains unchanged, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  As suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failures.
  
  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

  05/03/2024

   
  Complaint: 21605952
  
  I am rejecting this response because of what I perceive as potentially fraudulent actions and false statements on the part of Carrier Corporation. May I remind you that on April 5, 2024, I received a written promise from *************************, *********************** Specialist, ********************** ********************, that stated: "Once we receive a response from our district service manager, I will update you on our final offer for the concession." When I did not hear back from ************************* I proceeded with this BBB complaint in order to prompt the promised "final offer for the concession." Now, you inform me repeatedly that Carrier will not be offering me any concession for my repeatedly failing TXVs. In simple ******** terms, Carrier Corporation representatives have blatantly lied to me. 

  As you have repeatedly stated to me in such a demeaning manner "I know this is not what you wanted to hear." As a senior and disabled individual, I will be proceeding with litigation against Carrier Corporation for the replacement of the two defective Carrier heat pumps sold to me.  
  
  

  Business response

  05/08/2024

  Dear *********************,
  
  Our records indicate you were working with our Sr. ******** ******* Specialist ****** regarding your *** failures. Records indicated on 3/21/2024 ****** emailed stating  "In June of 2023 our district service manager requested a *** failure sheet from your previous service provider, Baynot Heating and Cooling, in order to investigate the failures further and determine a root cause. Without this information we are unable to move forward with the investigation or determine if you are eligible for compensation, as the root cause has not been determined to be a product issue or an installation issue." She also advised a concession had already been issued to you previously and that concessions are a one-time good will gesture. At this time a *** failure sheet has not been submitted to the service manager for investigation; therefore our decision pertaining to compensation remains unchanged, no further compensation will be granted too you beyond the limited parts only warranty. 
  
  As suggested should you continue to have *** issues, please ask your dealer to contact the local distributor and speak with the district service manager and provide the *** failure sheet they previously requested to investigate the root cause of the failures.
  
  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

  05/12/2024

   
  Complaint: 21605952
  
  **************, I am again rejecting your response because it is completely different from the procedure you initiated in my prior *** failure claims. Please see attached where you stated: "We have escalated your **************** case with ********************************* out to our District and ***************** Managers asking them to contact your current dealer ... Once they have been in contact with your dealer, they will discuss the prior 2 claims and the current diagnosis to determine the root cause and work with your dealer to provide a resolution."

  **************, the evidence points to the fact that Carrier Corporation's actions involving their *** failure problem consists of a sharade of trying to appear concerned and helpful, when instead they are just attempting to cover up their *** failure problem which has been an issue since 2014. In my current case, I have been informed that no one from Carrier Corporation has contacted anyone in an effort to uncover why my *** valves keep failing, which you stipulated was the procedure in your earlier email to me (see attached). The information I have in hand is that according to multiple individual and class action legal proceedings against Carrier Corporation involving failed *** parts, Carrier Corporation installed defective *** valves in mine and earlier Carrier HVAC models. This evidenciary documentation is readily available on-line. In addition, according to HVAC parts suppliers and HVAC technicians, another act by Carrier Corporation that points to the fact that the *** failure problem is an ongoing issue is that Carrier Corporation has changed the Carrier *** replacement part multiple times in just the past 12 months in an attempt to reduce the extremely high failure rate of their installed *** part.

  **************, Carrier Corporation needs to understand my persistance in this matter. I am a senior disabled individual, and the failure of my air conditioning in ******* with its extreme heat and humidity is not just an inconvenience, but a potential health issue of the highest magnitute. The last time my HVAC *** failed I was forced to not only stay, but sleep in my car so as to have access to air conditioning. My dealer even sent a service technician out of the area in order to procure a replacement *** part as they were aware of my health issues, and as such, they could not wait for the *** part it to be delivered. 

  Finally, because Lennar Homes registered my two new HVAC units in January 2020 for five years instead of 10 years, I will have no warranty at all in only seven months time. To say that with my health issues I am a nervous wreck in waitng for the next imminent Carrier HVAC *** failure, is an understatement. With my health issues, limited fixed income, and warranty expiration, I will not even have the funds in order to make any *** repairs in the future. As such, as you have made it clear that Carrier Corporation will not provide me with any reimbursement for a know part failure issue, that Carrier Corporation will not extend my warranty to 10 years, and that Carrier Corporation will not consider replacing my proven defective HVAC units, Carrier Corporation leaves me no other option but to seek litigation in this matter. I have lived a very long time, and in that time I have never encountered a company that cares so little about their customers. In my personal opinion based on my experience with Carrier Corporation customer service, anyone thinking about purchasing a Carrier Corporation product should run as fast as they can to another manufacturer.

  Sincerely,
  
  *********************

  Customer response

  05/13/2024

  Please note that the BBB response:  "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied," is not representative of the actual complaint. The business, Carrier Corporation, simply refused in each response to offer any solution to my problem as they were not interested in addressing my problem. Please provide a BBB response as: "Answered - the business refused to satisfactorily address the issues within the complaint, and the consumer remains dissatisfied." 

  BBB, thank you for your assistance in this matter.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install of a new Carrier In?nity series HVAC system January 2021. Since the install of the system there have been nothing but issues with it resulting in catastrophic failures of the air handler some time multiple times a year costing thousands of dollars in service fees. This is the second complaint i am ?ling with BBB to try and get resolution now with Carrier Enterprises. Carrier started rejecting claims on the units for servicing contractor in June of 22. This resulted in ******* to refuse to service. They didn't want us or them to continue throwing money at a faulty system failed 3 times resulting in 2 blowers being replace, a board, and wiring harnesses. This was the ?rst time we went without AC for about a month. i would call other Carrier service contractors and when they saw the history of the system would refuse service. Costing us $1,027. Bay Area Heating and Cooling now integrity Home Solutions was able step in and produce dialoged with Carrier. Carriers position was it is a faulty install that produced the repeated failures and not the unit. It was agreed that we would hire Bay Area to qualify the install and set up a service agreement. This was all completed and it was determined the system install is sound and the warranty process was again approved. Costing us around $1,500 In 2023 the system again failed. Same issues blower, board, and wiring harness. This time due to parts availability my 8 month pregnant wife and i went without A/C for over 2 months. Service fees cost us $2,206. Again siting faulty install. I escalated the issues to Carrier pushing to get a long term solution as the cost continue to rise every year. They stated i must go through the servicing contractor. Servicing contractor said that Carrier enterprises is not saying they will not exchange the unit due to the age of the system. At this point we are demanding mat, equipment, and labor for a new system and refund of the $4,719.98 in service cost for a brand new system.

  Business response

  05/08/2024

  Dear ***********************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  I have escalated your case to our district and territory service manager to review the installation and prior failures to determine the root cause of the failures. After extensive review they believe there may be some external install issues that have not been addressed or corrected by the servicing dealers who have been out to your home. 
  
  The service manager has agreed to provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system.  Please note that our offer is to provide the replacement unit and $500 concession only, any additional 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.
  
  Please respond back to this email should you agree to the above offer, once we have responded, our district service manager will notify CE Florida to ensure a claim is filed and the equipment is available for your service provider. Your service provider will need to contact the local branch to make arrangements to pick up the Indoor unit and schedule a date/time for the change out.
  
  We appreciate your patience as we reviewed this matter and worked towards a solution. I hope that our focus on solving your problem helps to restore your faith in Carrier and our products.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  05/08/2024

   
  Complaint: 21597868
  
  I am rejecting this response because:

  First, I would like to thank you for your response. 

  Since no one can pinpoint the reason for the failures I feel it would be prudent to replace the exterior unit too. Most components of the interior unit have been replaced multiple times so I don't feel like it can be ruled out as the root cause of all the failures. 

  As you can see over the years, we have spent thousand dollars of after these problems resulting in going for months without AC, and nothing but push back along the way. I feel if we can agree to a completely new system, $1,000 towered the install, with new warranty it will renew our confidence in Carrier. It would get us back to where we were when we initially chose to install a Carrier system back in 2021. 

  Sincerely,
  
  ***********************

  Business response

  05/09/2024

  Dear ***********************,
  
  We have escalated your case to our district and territory service manager to review the installation and prior failures to determine the root cause of the failures. After extensive review they believe there may be some external install issues that have not been addressed or corrected by the servicing dealers who have been out to your home.
  
  The service manager has agreed to provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system. Please note that our offer is to provide the replacement unit and $500 concession only, any additional 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 warranty system indicated no warranty claims have been filed against your outdoor unit, therefore we are inclined to deny your request for an outdoor unit replacement. Our offer remains unchanged, we will provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system.
  
  Please respond back to this email to agree to the above offer, once you have responded, our district service manager will notify CE Florida to ensure a claim is filed and the equipment is available for your service provider. Your service provider will need to contact the local branch to make arrangements to pick up the Indoor unit and schedule a date/time for the change out.
  
  We appreciate your patience as we reviewed this matter and worked towards a solution. I hope that our focus on solving your problem helps to restore your faith in Carrier and our products.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  05/20/2024

  We have 3 problems with what Carrier is proposing. 1 Cost: We have received a price to swap out the *** at $1,787. With the $500 that Carrier agreed to provide it is another $1,287 on top of the $4,719.98 we have already paid to service the unit over the last 3 years. At this point the System has cost us close to $1,600 a year to maintain and now Carrier is asking us to spend another $1,278 to replace a now agreed on faulty system. It will be another concession we will have to make or should this money go toward another system that is not Carrier. Second Warranty: Carrier has a little over a year and a half left of warranty left on the system. A system that for the life of it has left my family without AC for over 3 months.I feel the warranty for the new *** needs to be the standard 5-year warranty.Third Carrier has yet to make it out to our house. Yet, they have made accusations of faulty installs, rejected warranty claims resulting in multiple servicing contractors, 2 Better Business Claims, and just the overall amount of time I have had to invest to get to this point should be worth something
  At this point we have thrown plenty of good money after bad and feel it is Carrier's place to make things right...

  Business response

  05/23/2024

  Dear ***********************,
  
  We have escalated your case to our district and territory service manager to review the installation and prior failures to determine the root cause of the failures. After extensive review they believe there may be some external install issues that have not been addressed or corrected by the servicing dealers who have been out to your home.
  
  Our offer remains unchanged, the service manager has agreed to provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system. Please note that our offer is to provide the replacement unit and $500 concession only, any additional 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 warranty system indicated no warranty claims have been filed against your outdoor unit, therefore we are inclined to deny your request. Our offer remains unchanged, we will provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system.
  
  Please respond back to this email to agree to the above offer, once you have responded, our district service manager will notify CE Florida to ensure a claim is filed and the equipment is available for your service provider. Your service provider will need to contact the local branch to make arrangements to pick up the Indoor unit and schedule a date/time for the change out.
  
  We appreciate your patience as we reviewed this matter and worked towards a solution.
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  05/24/2024

   
  Complaint: 21597868
  
  I am rejecting this response because:

  We have 3 problems with what Carrier is proposing. First Cost: We have received a price to swap out the *** at $1,787. With the $500 that Carrier agreed to provide it is another $1,287 on top of the $4,719.98 we have already paid to service the unit over the last 3 years. At this point the System has cost us close to $1,600 a year to maintain and now Carrier is asking us to spend another $1,278 to replace a now agreed on faulty system. It will be another concession we will have to make or should this money go toward another system that is not Carrier. Second Warranty: Carrier has a little over a year and a half left of warranty left on the system. A system that for the life of it has left my family without AC for over 3 months.I feel the warranty for the new *** needs to be the standard 5-year warranty.Third Carrier has yet to make it out to our house. Yet, they have made accusations of faulty installs, rejected warranty claims resulting in multiple servicing contractors, 2 Better Business Claims, and just the overall amount of time I have had to invest to get to this point should be worth something

  
  At this point we have thrown plenty of good money after bad and feel it is Carriers turn. 

  feel free to call or email me directly. ************ **********************************************

  Sincerely,
  
  ***********************

  Business response

  06/04/2024

  Dear ***********************,
  
  Our district and territory service manager reviewed the installation and prior failures with your dealer to determine the root cause of the failures. After extensive review they believe there may be some external install issues that have not been addressed or corrected by the servicing dealers who have been out to your home.
  
  Our offer remains unchanged, the service manager has agreed to provide a one-time replacement Indoor Unit and a $500 concession towards the cost of replacing the system. Please note that our offer is to provide the replacement unit and $500 concession only, any additional 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 warranty system indicated no warranty claims have been filed against your outdoor unit, therefore we are inclined to deny your request. Our offer remains unchanged, we will provide a one-time replacement Indoor Unit only and a $500 concession towards the cost of replacing the system.
  
  Please respond back to this email to agree to the above offer, once you have responded, our district service manager will notify CE Florida to ensure a claim is filed and the equipment is available for your service provider. Your service provider will need to contact the local branch to make arrangements to pick up the Indoor unit and schedule a date/time for the change out.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  06/08/2024

   
  Complaint: 21597868
  
  I am rejecting this response because:

  Please share with whom the district and territory manager discussed the installation and prior failures with and what was determined to be the root cause of the failure... The install has been qualified by 2 vendors at this point and no issues were found that would cause the continued catastrophic failures. 

  Carrier is asking me to spend another $1,300... if there is an issue with the install and there is a more economical fix I would prefer to go that route. 

  Regurgitating the same response over and over with no action on Carriers part not acceptable answer.

  if you want to reach out to me directly to discuss my contact information has not changed...

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Full details are in attach document.

  Business response

  04/22/2024

  Dear ***********************, 
  
  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: FZ4ANP060L00EBAA & 25HPB648A0030060 Serial: ********** & 4520E05580 is 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.
  
  Our customer service team received your email on 3/14/2024 regarding your concerns. Our senior level representative reached out and asking for additional information so we could escalate your case to our district service manager to investigate. Unfortunately, we were not provided any of the prior maintenance or service records that we requested. 
  
  Our service manager has reached out to your service provider Caldeco on 3/18 as well as 4/19 ask for all prior annual maintenance and service tickets as well as video of the leak test they should have performed or pictures of the bubbles at the location of the leak to support your claim. At this time, they have not heard back from your dealer. We would suggest contacting your service provider and asking them to reach out to the district service manager to review your recent coil failure. 
  
  In the meantime, please provide ALL annual maintenance records since installation as well as any prior and current service tickets/invoices, we would be happy to review them with our service manager and determine if we can provide any financial assistance beyond the manufacture's limited parts only warranty. 
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation 

  Customer response

  04/22/2024

  More Information...4/22/2024
                I am NOT satisfied with this response.  It addresses nothing.    
  Carrier was sent all possible documentation that they asked for the next day. I still have the scan of it and would be glad to send it to any interested parties.  Requesting me to provide proof of each service call is ludicrous.  There was no charge to me, no documentation provided to me.  I would think this is the case EVERY SINGLE TIME a new unit has multiple service calls required.  
                If the unit was right in the first place it would not have needed service calls at all.  If Caldeco had fixed it right the first, or second or third times (on and on) the block of ice would not have formed so many times and, possibly, there would have been no leek.  Carrier is waiting on Caldeco and Caldeco is just the installer.  Keep blaming each other and you dont have to do anything. 
  If Carrier wanted the information Caldeco and only Caldeco has they can push for it.  They have some leverage.  I do not.  Failure to do so represents their true interest in customer service.

  Customer response

  04/22/2024

   
  Complaint: 21591451
  
  I am rejecting this response because: It addresses nothing.    
  Carrier was sent all possible documentation that they asked for the next day. I still have the scan of it and would be glad to send it to any interested parties.  Requesting me to provide proof of each service call is ludicrous.  There was no charge to me, no documentation provided to me.  I would think this is the case EVERY SINGLE TIME a new unit has multiple service calls required.  
                If the unit was right in the first place it would not have needed service calls at all.  If Caldeco had fixed it right the first, or second or third times (on and on) the block of ice would not have formed so many times and, possibly, there would have been no leek.  Carrier is waiting on Caldeco and Caldeco is just the installer.  Keep blaming each other and you dont have to do anything. 
  If Carrier wanted the information Caldeco and only Caldeco has they can push for it.  They have some leverage.  I do not.  Failure to do so represents their true interest in customer service.
  
  Sincerely,
  
  ***********************

  Business response

  05/08/2024

  Dear ***********************, 
  
  The warranty Carrier provided on Model: FZ4ANP060L00EBAA & 25HPB648A0030060 Serial: ********** & 4520E05580 is 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 have reached out to our district service manager, and he has spoken with ******* and was advised your coil was replaced 3/14/2024. 
  
  Should you have any further equipment issues please ask your HVAC technician to contact the local distributor CE Florida for technical assistance. 
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation

  Customer response

  05/09/2024

   
  Complaint: 21591451
  
  I am rejecting this response because: this is no new information at all.  Just more pass the buck.  The coil leaked because of problems that DID happen with in the warranty period.  Caldico was very slow in figuring it out.  Now each blames the other so each can pretend they are not at fault. What is right and ethical does not seem questionable at all here.  The problem started well with in the warranty period (right after installation), was never resolved after many many service calls, led to more serious problems which they refuse to be held liable for.  How is this not clearly on them????
  

  I gave them time to resolve this and they did nothing.  I then filed with the BBB.  They have again had time to resolve but do nothing but pretend it is the other guys fault.  The whole time line and their inaction and incompetency is already typed out.  The unit was faulty in the first place and the "just the installer" Caldico was unable to correct the issues after multiple tries.  This was all WITHIN THE WARRANTY PERIOD.   I don't have the power to make you honor your obligations short of going to court and this is too small an issue for that.  Since you choose to ignore the facts and ***** your responsibilities I am left with warning others away from you as vigorously as possible. 
  
  Sincerely,
  
  ***********************

  Business response

  05/20/2024

  Dear ***********************,
  
  The warranty Carrier provided on Model: FZ4ANP060L00EBAA & 25HPB648A0030060 Serial: ********** & 4520E05580 is 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.
  
  Our warranty records indicate Caldeco filed a claim with the local distributor for the replacement coil and TXV, and the parts were covered under the manufacturer's warranty terms. 
  
  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.
  
  Should you have any further equipment issues please ask your HVAC technician to contact the local distributor CE Florida for technical assistance.
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation
  
  

  Customer response

  05/23/2024

   
  Complaint: 21591451

  The BBB system says i do not accept "their efforts".  I don't see any efforts.  What efforts have been expended?  Your response says ******* was reimbursed for the parts.  So, are you saying I was charged $1680 for LABOR ONLY or that "just the installer" - your authorized dealer Caldico got a credit for the parts and did not pass it on to me?  You two are a team.
  

  Poor quality product from the start, many many service calls during the warranty period, incompetent repair people and I get stuck with the bill.  I do not and will not accept this. This may die at the BBB but you have done nothing to uphold your obligations.  How about you answer my questions from the last round of this?  How many repair visits are NORMAL during the warranty period?  Ill bet not double digit.  What reason besides the one "just the installer" *******'s two separate techs suggest could have caused a leak in coils?  They say repeated forming of a solid block of ice around the coils due to problems with your new unit. Your fault or their fault?  Explain how the h*** that is my fault!  What other options do you have?  Short of legitimate answers the responsibility falls on you.  Accept it or not the facts do not change and you have done nothing to refute my explanation of the chain of events.
  
  Sincerely,
  
  ***********************

  Business response

  05/24/2024

  Dear ***********************,
  
  The warranty Carrier provided on Model: FZ4ANP060L00EBAA & 25HPB648A0030060 Serial: ********** & 4520E05580 is 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.
  
  Our warranty records indicate Caldeco filed a claim with the local distributor for the replacement coil and TXV, and the parts were covered under the manufacturer's warranty terms. We would suggest contacting ******* directly to discuss the breakdown of your invoice. Should they have charged you for parts, you will need to speak with *******'s management team about being reimbursed for the part cost. You as the homeowner would be responsible for any diagnostic fees, labor, refrigerant, etc.
  
  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, our decision remains unchanged no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.
  
  Should you have any further equipment issues please ask your HVAC technician to contact the local distributor CE Florida for technical assistance.
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation
  
  

  Customer response

  05/25/2024

   
  Complaint: 21591451
  
  I am rejecting this response because: you have still not answered my basic questions.  This leads to the obvious question of why.  Is skirting responsibility for one problem unit that important to you?  Is this a common problem and you wish to avoid an emerging pattern?  Do a high percentage of your units take several service calls in the first year? 

  No explanation has been given for this issue other than what I and the service techs propose.  The more you avoid giving ****** answers the shadier you look. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My newly built house used a TempStar AC Unit, It stopped cooling in ****** 2012 with 9 year service. On 06/01/2013, I purchased a new TempStar AC (Model N4A348KB200, Serial # *********** unit with 10 year part/5 year labor warrenty.On 07/14/2023, my AC stopped work. I checked with the contractor who installed the unit for me, he found the fan was broken, and he said the problem should be under ********. He changed the fan for me and gone. In a few hours, he came back asked me to pay $500 for the repair since my warrenty expired on 06/01/2023.Dear TempStar, were your products designed for good service for EXACTLY 10 years? But my first Temstar only serviced me for 9 years!

  Business response

  04/19/2024

  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. 
  
  Unfortunately, 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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carrier furnace failed in a way that was easy diagnose and bought the part and made repairs myself. Read the warranty that came with the furnace." Carrier Corporation (hereinafter Company) warrants this product against failure due to defect in materials or workmanship under normal use and maintenance as follows. All warranty periods begin on the date of original installation. If a part fails due to defect during the applicable warranty period Company will provide a new or remanufactured part, at Companys option, to replace the failed defective part at no charge for the part. Alternatively,and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product."Later found out that there were details left out of the warranty which were a set of conditions that negated getting credit for the part."Carrier does not provide replacement parts directly to the homeowner for components which fail during the warranty period."This condition should have been included and perhaps highlighted in the warranty when I purchased the furnace.

  Business response

  04/19/2024

  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: 58CTX110---14122 Serial: ********** is a 10-year limited parts warranty from the date the equipment was installed for 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.
  
  Carrier does not provide replacement parts directly to the homeowner for components which fail during the warranty period.
  
  In order for a part to be covered under the parts warranty, a licensed HAVC technician performing the warranty work would need to have an account with their local Carrier distributor to obtain warranty parts. Once the repair is completed, the dealer has 90-days to submit a warranty claim through the distributor for reimbursement and return the failed part for quality assurance. This requirement is outlined in the warranty card under Warranty Conditions:
  
  "5. Product must be installed properly and by a licensed HVAC technician."
  "8. Defective parts must be returned to the distributor through a registered servicing dealer for credit."
  
  Please also note under This Warranty Does Not Cover:
  
  "2. Any product purchased over the internet."
  "7. Parts not supplied or designated by Company, or damages resulting from their use."
  
  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

  04/19/2024

   
  Complaint: 21585320
  
  I am rejecting this response because:  The first paragraph of the first page of the warranty can be interpreted as suggesting the company could reimburse the homeowner "at its option" which implies and exception to the second page of fine print none of which is clear, nearly ten years later when only one factory authorized  part is available to remedy the defective part. 

  "Alternatively, and at its option, the Company will provide a credit in the amount of the then factory selling price for a new equivalent part toward the retail purchase price of a new Company product"

  I would suggest the company exercise its option to reimburse for this application where the failed part was clearly defective during the warranty period, easily identified and installed by a homeowner and would have delayed the furnace function by following the requirements of the company.   Carrier customer service is clearly behavior more like claims adjusters rather than actual providing service and the less expensive option for this kind of repair is for the customer to self install and pay for it out of pocket rather than meet the requirements of the warranty and get the part for free.   Wow, what a company to avoid!   
  
  Sincerely,
  
  *********************

  Business response

  04/23/2024

  Dear *********************, 
  
  Per the warranty certificate it stats "If a part fails due to defect during the applicable warranty period, Company will provide and new or remanufactured part, at Company's option, to replace the failed defective part at no charge for the part. Alternatively, and at its opinion, the Company will provide a credit in the amount if the then Factory Selling price for a new equivalent part toward the retail purchase price of a new Company product." 
  
  As a one-time good will concession, we will provide reimbursement for the "Factory Selling Cost" for part # ******-763 which is $92.93. Please reply all to this response with the below name and address information.
  
  1. Name as you wish it to appear on the check: ______________________________________
  2. Mailing address, which **** or *********** 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 ***************************************** Please be advised that check processing takes up to 12 weeks and that timeframe does not begin until they receive a response to their email.
  
  Sincerely,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation

  Customer response

  04/23/2024

  Reimbursement for the factory selling price is fair to both parties and is all I expected.  It is not entirely clear to me what action I need to take but my address is the same as the original installation and registration.   ****

  Customer response

  04/23/2024

  Check to go to 

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

   

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

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

  Customer response

  04/23/2024

  Check to go to 

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

   

  3407 Plateau Drive

  *******, CA 94002

  Customer response

  04/23/2024

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

  Offer accepted and form submitted as attachment.   Thanks, ****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new Carrier heatpump, furnace and wifi thermostat, worked fine for 5 months then the heatpump stopped, called the dealer several times over 3 months and still no one has ************** it. $25,000 with tax and 3MONTHS still no one even bothers to lie to me, they just dont bother to come even when they say they are coming. So I called another dealer, they told me they cant fix it unless I pay for it. No warranty. I called Carrier customer service, they told me that was unacceptable and they will escalate the issue and get me resolve. A week and half later they email me and tell me they are sorry, they cant help me but they are pleased to give me a voucher for $250 to go toward the repair. And a list of dealers willing to take my money. So that was there resolve for a guy that spent a small fortune on their products that lasted 5 months, so no warranty and sorry about my luck.

  Business response

  04/04/2024

  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: 25VNA448A0031050 Serial: 1423E02997 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. 
  
  A labor warranty would have been provided by the installer for a period 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 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. Unfortunately, as the manufacture we cannot force your independent installer to respond or complete a repair.
  
  Our records indicate our senior level representatives provided a list of authorized Carrier dealers in your area that can assist with service/repairs.  They also provided $250.00 voucher to help offset the cost of having a new dealer out to diagnosis your equipment and assist with *********** due to your installer being unresponsive to your request. 
  
  Should you require repairs under warranty, we recommend engaging a licensed HVAC technician from the list we provided as they will have an account with the local Distributor. This ensures that the technician can efficiently file warranty claims directly with their distributor to cover the part cost. Please be aware that we are unable to reimburse homeowners for parts if the technician does not meet this criteria. 
  
  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 $250 voucher and the **************** parts warranty coverage will be extended to you. 
  
  *Please note, your indoor unit (MN: CAPVU4824ALAEAAA & SN: 2423J07447) was not registered with your outdoor unit and currently only holds a 5-year parts warranty. I have asked our warranty team to add the above indoor unit to your current registration Z005732350160C to ensure the indoor unit qualifies for the 10-year parts warranty as well. 
  
  Sincerely, 
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation

  Customer response

  04/04/2024

   
  Complaint: 21515835
  
  I am rejecting this response because: this is your product and they are your dealers. Like any other manufacturing company you need to stand by your product and your dealer network. A consumer should be able to get warranty from any dealer. How would you feel if you broke down in your car hundreds of miles away from where you bought it, sorry didnt buy your ***** here so no warranty? Or in Carriers case a bad dealer so its not your problem? Knowing this I would never buy a Carrier product. What if a dealer closes up shop right after a purchase? I know not Carriers problem. I wish I could have run my business that way but unfortunatly I couldn't.  I went with Carrier because it was a brand name and I wanted to know I was buying something that would be covered by a reputable company. That's your policy? fine I should have investigated it better and from now on I will. No one knows this policy, everyone I have spoken to said just call another dealer to get it fixed. I believe the general population thinks the same way, if a dealer is not living up to expectations call the manufacturer to get things resolved or contact another dealer. Not so with Carrier and more than likely you are not the only company but we only find these things out when there is a serious issue. So I will use the $250 to pay the new dealer for coming out to see what is wrong, thank you but it is not the resolve anyone should get. 
  Sincerely,
  
  ***************************

  Business response

  04/08/2024

  Dear ***************************,
  
  The warranty Carrier provided on Model: 25VNA448A0031050 Serial: 1423E02997 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. 
  (**: CAPVU4824ALAEAAA & SN: 2423J07447 has been added to registration Z005732350160C for the 10-year parts only warranty.)
  
  As the manufacture we provided a list of other authorized dealers in your area that could assist you with ***********. This ensures that the technician can efficiently file warranty claims directly with their distributor to cover the part cost. We also provided $250.00 voucher to help offset the cost of having the new dealer out to diagnosis your equipment and assist with *********** due to your installer being unresponsive to your request.
  
  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, our decision remains unchanged, no compensation or concessions beyond the $250 voucher and 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

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/10/2019 we purchased a Carrier HVAC unit (model ACC436) from ****************************. In late summer of 2023 our neighbor informed us the outdoor unit was making a severe rattling noise. Two days later the unit stopped cooling our home completely. We called three (3) different AC companies and paid the trip charges to each for diagnostics and estimates on repairs. Each company told us the same thing after diagnostics.The coil on the outside unit was leaking refrigerant and the rattling noise was consistent with bearing failure. Mind you, this unit was well maintained by ************************** before it failed. I just don't understand how or why it failed so quickly.Each repair company told me that the unit installed was built in ****** and parts at that time were virtually impossible to acquire. I was also told that replacing the outside coil and compressor would not necessarily remedy the issue due to quality of the unit. Since we were headed into fall, I asked the last company to order the parts and purchased a window unit hoping the parts would arrive. 3 months later still no parts. On 3/4/24, we contacted Elite Heating and Air who broke it down to us basically saying the parts (that would be difficult to procure) the labor and refrigerant cost to repair the unit would be within a couple hundred dollars of just replacing the unit. So we replaced it. We have been in contact *************************, *********************** Representative, but we keep getting the same type of "mumbo jumbo" run around that I've seen in some of the other complaints I've read. When consumers shell out large amounts of money for HVAC units our expectations are for these units to last much longer than 4 years!This company just doesn't seem to be customer oriented at all, nor do they stand behind their product.

  Business response

  04/03/2024

  Dear *********************, 
  
  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 indoor Model: CNPVP4221ALA, 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. 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.
  
  Unfortunately, Carrier was not given the opportunity to assist with locating the replacement coil and offering your dealer tech support throughout the repair. Our records indicate you called our office October 24th, 2023, and spoke with our senior level representative who advised parts are ordered at a local level by your service provider with their local distributor. Our agent documented that you were looking into hiring another company to assist with the repair. Since October we had not heard back regarding the new service provider needing assistance obtaining the coil. 
  
  I am very sorry for the problems you are experienced with your equipment; however, your equipment was removed prior to Carrier being given the opportunity to assist in obtaining your replacement coil and assisting your new service provider. Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets to support your claim of issues prior to removing the equipment, as well as the model and serial number of the outdoor unit, 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 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE PURCHASED THIS HOME IN MAY 2023, IT CAME WITH A 2 YEAR OLD A/C **** MADE BY ******. YESTERDAY 3/25/2024 THE **** EXPLODED AND CAUGHT FIRE. I TRIED TO CONTACT THE COMPANY AND WAS REFERED TO A LOCAL SALES COMPANY THAT WANTED 95 DOLLARS TO COME LOOK AT IT. THE SERVICE COMPANY I CALLED DID NOT CHARGE ANYTHING BUT SAID WE WERE LUCKY WE WERE HOME OR WE WOULD HAVE HAD A HOUSE FIRE.THE REPAIR MAN SAID THIS IS NOT UNEXPECTED FROM ****** POOR MANUFACTURING.WE WOULD LIKE HALF OF THE ****** DOLLARS THAT WE PAID FOR A NEW **** (NOT ******).

  Business response

  04/01/2024

  Dear ***************************, 
  
  On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty ****** provided on Model: 214DNA030P00BAAB Serial: 1120E23751 was 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. 
  
  ****** takes product safety seriously and we appreciate you bringing this to our attention. I have located your email to our customer relations department and identified the equipment above. In order for us to properly review your case please provide the following information: 
  
  -Name and phone number to your current service provider/dealer.
  -Date they were out to your home to diagnosis the ****** unit failure. 
  -All prior maintenance and service documents
  -Any photo documents you have of said fire
  -Invoice for your replacement unit. 
  
   If you can please provide us with the information requested above, our management team can review your case and provide our response.
  
  Sincerely, 
  
  ******************* | Consumer Liaison- Executive Offices | ****** Corporation 

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