ComplaintsforCarrier Corporation

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bad product, failed as soon as the warranty expires

  Business response

  03/21/2024

  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: 58UVB060---1--14 Serial: ********** was a 10-year limited parts warranty from the date the equipment was installed to the original owner. As well as a lifetime warranty on the primary and secondary heat exchangers for the original owners. 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. 
  
  After reviewing your Carrier Case ******** it appears you have experienced a failed heat exchanger in the 13th year. The extended warranty program for certain 90% high-efficiency gas furnaces was the result of a 2007 class action, and owners of the impacted products were notified of program as part of a court-approved class action settlement. Carrier also provides the extended warranty to consumers, like you, whose furnace was purchased after the class action and settlement in ****** and ***************** for the same repair or credit option. 
  
  We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2007: a repair option with a replacement secondary heat exchanger as well as a 4-hour labor allowance or a credit towards the purchase of a new Carrier furnace. Please note that if your unit is approaching the end of its lifespan, the secondary heat exchanger replacement will not extend the useful life of the complete furnace beyond 20 years from the original installation date.
  
  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 speaking with your current service provider to review the repair or replacement options for your above furnace. 
  
  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

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In 2022, I purchased a Tempstar heat pump system manufactured by ICP from ***********************, ***************, **. The model number is PHJ442000KTPOA1. Serial Number is **********. In 2023, it stopped working, but ******* replaced the failed part under warranty. On January 18th, this year, it failed again for the second time. They had to replace the heater kit. This was during the freezing cold spell. It took them days to get the part.I had to buy two space heaters at a cost of $106.98. I also had to pay ******* a service charge of $229.00. Because of the failed product, I am out $335.98. This would not have happened if the company had manufactured a quality product. My family certainly didnt appreciate the product failing in the worst of the winter.

  Business response

  03/19/2024

  Dear ******* and ***************************, 
  
  On behalf of International Comfort Products, 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: PHJ442000KTP0A1 Serial: ********** was a 10-year limited parts only warranty from the date the equipment was installed for 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 very sorry if you were not provided with these options at the time of your purchase. 
  
  Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets to support *********** claim (itemized invoice), 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, 
  
  Thank you,
  
  ******************* | Consumer Liaison- Executive Offices | International Comfort Products 

  Customer response

  03/25/2024

   
  Complaint: 21427989
  
  I am rejecting this response because: Carrier claims "our products are subjected to vigorous factory testing and we fully expect those meeting our specifications to give many years of good service." A major part failure in one year and another major part failing in two years is not good service. Attached are the invoices from ************************ and AC to confirm purchase and service. I had to buy two space heaters at a cost of $106.98. I also had to pay ******* a service charge of $229.00. Because your product failed twice within the first two years, I am out $335.98. This would not have happened if your company had manufactured a quality product. 
  
  Sincerely,
  
  *********************************

  Business response

  03/27/2024

  Dear *********************************,
  
  The warranty ICP provided on Model: PHJ442000KTP0A1 Serial: ********** was a 10-year limited parts only warranty from the date the equipment was installed for 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 very sorry if you were not provided with these options at the time of your purchase.
  
  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 $229.00.  
  
  please reply to this email 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.
  
  Thank you for taking the time to reach out to us regarding your experience. I hope that our concession will help to restore your faith in ICP and our products.
  
  Sincerely, 
  
  ******************* | Consumer Liaison- Executive Offices | International 

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My Name is ************************************ and my address is ******************************************************
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Carrier heat pump unit installed in July 2022, in February 2024 the evaporator coil failed causing refrigerant loss and compressor failure. The manufacture only covers parts warranty. If the evaporator coli had not failed I would not need the repairs. I contacted Carrier and they were unwilling to offer any substantial assistance with the cost incurred. After doing some research it seems evaporator coil failure is a fairly common issue across the industry for HVAC units on 410A refrigerant.

  Business response

  03/19/2024

  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: CH17NA036P0GABAA Serial: ********** was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase. 
  
  Our records indicate your case ******** was sent out to our district service manager to review your equipment concerns. As of 3/14/24 our district service manager advised he has spoken with your service provider ******** Heating and Plumbing and provided two $500 Labor credits totaling $1000 to help offset the Labor and Refrigerant charges for the Coil and Compressor repairs. 
  
  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 further compensation or concessions beyond the original limited parts warranty coverage will be extended to you.  
  
  Thank you,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a newly built home in October 2020. The Carrier heat pump with model CH14NB042P0G - serial ********** and model FX4DNF043L00E - serial ********** were installed there. Since the installation, I have been experiencing persistent issues, including multiple breakdowns and necessary replacements of essential components. Considering the frequency of repairs, I believe this unit to be defective or at the least, contain "design-defective" components. One part has been replaced twice already - The first time was 19 months after the new home was purchased and the second time was 20 months after the first replacement.On January 23, 2024, I initially reached out to Carrier, via their online contact form, regarding the problems I was facing with the Carrier Heat Pump in my home, expecting a solution. They did not reply.On Jan 30, 2024, I sent another online contact form. This time ****** did reply, via email, the same day asking for information about the heat pump. A case number was assigned - case ******* [ref:!00D150EI7O.!5004R023rQl0:ref]. I replied to the email and provided detailed information, via email, including the model and serial numbers, date of unit installation, name and number of the installer, name and phone numbers of any service companies that worked on the unit, and copies of service tickets, as requested by Carrier. They did not reply.On February 6, 2024, I sent another email asking for an update to the status. They did not reply.On February 13, 2024, I sent another email asking for an update to the status. They did not reply.On February 21, 2024, I sent another email asking for an update to the status. They did not reply.On February 28, 2024, I sent another email asking for an update to the status. They did not reply.On March 5, 2024, I sent yet another email asking for an update. They did not reply.By March 11, 2024, they have not replied.The lack of resolution and communication from Carrier has resulted in uncomfortable - read unbearably hot days and uncomfortable cold days, without a working air conditioner or heater and financial burdens for an almost new heat pump due to recurring repairs, which according to one service technician, one of the parts (dual capacitor) is designed to fail every two to three years.I have attempted to resolve this matter amicably on a weekly basis by communicating directly with Carrier through multiple emails, yet my efforts have been met with complete silence and neglect, save the one and only time a reply was sent to **** am seeking an immediate, effective resolution to the issues I am facing with the Carrier heat pump. This includes a comprehensive assessment of the unit, reimbursement for incurred costs, and a clear plan for preventing further occurrences from the same parts already replaced on this nearly new unit or simply replacing the design-defective components with ones that are not defective, completely on Carriers dime. I have attached the email chain.

  Business response

  03/18/2024

  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: CH14NB042P0GAAAA & FX4DNF043L00EHAA Serial: ********** & 1420F22700 is a 10-year limited parts only warranty from the date the equipment was installed for 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 very sorry if you were not provided with these options at the time of your purchase.
  
  I am very sorry for the problems you are having presently; after reviewing your invoices it shows that you have had a *** and ***** replaced on your indoor unit in May of 2022. We also show a run capacitor was replaced on your outside unit in September of 2023. These failures appear to be on two separate pieces of equipment and would not be considered a defect. Your most recent invoices from January 2024 stats the Condenser (outside unit) to be froze over due to a wiring issue and the technician advised he would need to return and re-wire. During the follow up to fix the wiring issue, the technician also found the *** to be stuck shut. 
  
  There are many things beyond the control of a manufacturer that can cause a *** to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, overheating to name a few. Should you feel the failure is not normal, we would suggest having your HVAC technician contact the local distributor and have them speak with the district service manager regarding your equipment concerns. They're connected to a network of factory service managers, giving them direct access to engineering expertise/support. 
  
  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

  03/18/2024

   
  Complaint: 21421691
  
  I am rejecting this response. Considering the fact the the first time the *** part slammed shut, the guy who came out told me that he was in the area replacing a few of the same parts on other units installed in 2020, this tells me it wasn't just a "wiring issue." This tells me it is a defective part.
  
  Sincerely,
  
  ***********************

  Business response

  03/21/2024

  Dear ***********************,
  
  As we have previously stated, there are many things beyond the control of a manufacturer that can cause a TXV to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, overheating to name a few. Should you feel the failure is not normal, we would suggest having your HVAC technician contact the local distributor and have them speak with the district service manager regarding your equipment and provide all of their findings supporting your concern.  They're connected to a network of factory service managers, giving them direct access to engineering expertise/support.
  
  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 **************** 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,
  
  Thank you,
  
  ******************* | Consumer Liaison- Executive Offices | Carrier Corporation

  Customer response

  03/22/2024

   
  Complaint: 21421691
  
  I am rejecting this response because: Like I stated before, I was not the only person who's had this same part freeze up and have to be replaced. I believe your company is putting "design-defective" parts into the units. The unit wasn't even 2 years old before the first time it had to be replaced and not even 2 years after that before the same part had to be replaced again. I'd been told, by one of the techs, that a different part was designed to be replaced every 2 or 3 years. I've never had a heat pump have so many problems being so new. It's ridiculous that it's had this many problems. I've had units last 10 years before it started having problems. Your company needs to do better.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to resolve this issue with the installation company but with further research i believe this company bears some responsibility.I purchased a Carrier hvac system on 9-20-21 from Quality Heating and A/C authorized carrier installers.I paid 5500 at that time.I had a couple of issues that they came and took care of with no complaints.Then i had an ac problem and could not get them to respond and come and service it at that time.So i had to get another company to fix it which at the time i was having major breathing problems and had to have the cooler air.The cost from them was less if i bought a maintenance agreement so i had a free service check for the winter.So i had them come and check it.They reported that it wasnt a good install and the heat exchanger was cracked and leaking "see report".The flu pipes are not level or installed properly and one of them is leaking condensation from a bad junction.The pitch on the main line to the outside is not correct and is not hung correctly.Also the furnace itself is not level and will let fluid get into the secoundary stage.I contacted carrier and they told me to contact an authorized company and i picked **************** who came and assessed the system and said it wasnt leaking "see report" charged 151 .Then i had another free check from ********* and they came and checked it with a different tech.He said it was leaking see report co2 and got 6 on his gauge.These levels are unacceptable and especially on a fairly new installation.Also i was not informed they were installing a 2019 furnace and a 2016 ac even though they are new i assumed i was getting the same model year as installation.I would think Carrier would want their products installed correctly especially for the warranteed parts.I am at the point of not knowing how to proceed

  Business response

  03/14/2024

  Dear *************************, 
  
  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.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications when sizing and selecting components for your system. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection and installation. 
  
  According to your statement the flu pipes are not level and are not installed properly and is causing condensation to leak. This would be considered and installation issue and would need to be addressed with the installing company who you chose to install your equipment. 
  
  Should your equipment need to be repaired and requires parts, your licensed HVAC technician will need to diagnosis your equipment, evaluate what parts are needed and order them through the local distributor. Once the repair has been completed your service provider will need to return the failed parts back to the distribution center and file a warranty claim to receive credit for the failed parts. Please be advised based off the "Sept. 2023" installation date you inputted while registering your equipment, you will need to provide proof of purchase/installation date as you have advised in your BBB statement the equipment was purchased in Sept. of 2021.  
  
  Should your dealer need further tech support, or assistance diagnosing your equipment, please ask them to contact the district service manager at their local distribution center.  
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  03/15/2024

  The only problem i have with Carriers response is the quote about providing a sales receipt which i have but i dont see my reference of an september 23 installation they quoted i also believed i registered my system online.Almost seems like Carrier is looking for a way to punish me for my complaint.So this will resolve the case for now!!! This is pertinent as an answer to their comment of installation date,which confuses me because  i thought the warranty was on the equipment for 10 years from installation so whether its 10 from 21 or 23 this is 24 seems like it would be under warranty regardless,unless like i said they are looking for a way to punish me for complaining!!!

   

  Thank You
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had our home built and it was completed in November of 2021. The builder installed a Carrier Central AC Unit. Last week we tried to use our AC but it wasn't cooling. We had a company come in to see what the problem was. Our unit, only 26 months old, was out of freon. There was a leak in the evaporator coil. We had another company come in for a 2nd opinion. They agreed. Our warranty only covers the part. The labor and the freon needed to refill the unit after it is fixed will cost us over $1400. The 2nd company estimated $1700. The unit is within warranty limits. I shouldn't have to pay this amount of money if the unit is under warranty. We don't have this kind of money. I am disabled and not working. My husband is working full time but we do not have this extra money to put into a house that is less than 3 years old.

  Business response

  03/18/2024

  Dear ****** and *******************, 
  
  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:   Serial   was a limited parts warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am very sorry if you were not provided with these options at the time of your purchase.
  
  I am very sorry for the problems you are having presently; however, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service documents outlining the failure and itemized invoice 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.
  
  If you would like to provide your annual maintenance records since installation as well as your paid itemized invoice, we would be reviewing the equipment maintenance history and determine if we can provide financial assistance above and beyond the original limited parts warranty coverage.
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Carrier furnace model # **MVC100-20 that was installed 5-27-2010. On 10-4-19, we needed the updated heat ex changers and burners. We had to pay the labor even though the part was defective. It is now 2-21-2024 and the same parts need to be replaced again. It is still under warranty but, again we will have to pay for the labor. I could have bought a new furnace with the labor charges! I called the company but they would not give or even sell me the parts. Even though they are still under warranty. I have worked on furnaces before but they wont work with me because I'm not a licensed tech. This is a simple job. Their product had an ************** flaw.

  Business response

  03/13/2024

  Dear ***********************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Thank you for reaching out. Please be advised that we do not facilitate the direct sale of parts or provide part pricing directly from the factory. All replacement parts for homeowners are available through our network of esteemed local dealers.
  
  It's essential to note that each of our dealers operates as an individual, independently owned, and operated entity. We do not govern their business practices. For liability reasons, some dealers may choose to sell a part only if they are also responsible for the installation.
  
  For warranty claims you must be a licensed HVAC technician and have an account with the local distributor to obtain parts under warranty. Warrantied parts must be returned back to the local distributor once the repair has been completed to receive credit for those parts. 
  
  If you do not meet the above criteria to obtain and file warranty claims, we would suggest contacted service provider in your area who can file warranty claim on your behave. Once the repair has been completed if you would like to provide the Model and Serial number for your equipment as well as an Itemized Invoice for ***********, we would be happy to review the charges and determine if we can offer any compensation above and beyond our limited parts warranty. 
  
  Sincerely, 

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

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have ******/Carrier Geothermal **** unit its about 3.5 years old. On Jan 4th it was diagnosed as failed with warranty covering labor and parts repair. The parts required are long lead item. I have waited over 2 month for parts to be available to repair. I was notified it will be another month for a total of 3 month for **** repair. I requested **** replacement instead as parts are NOT-Available and the unit is UN-Repairable under ****** RED SHIELD WARRANTY. I ********** to $600 is additional heating costs this winter already and i see no end is sight due to ****** lack of urgency in providing critical parts for the **** unit. customer complaint - ******** parts information The Unit Protection Module (UPM) P# HK38EA0**, The Condensation overflow board (COB) P# **GCPAAHAA00,. PO #***** 1. ************** number of the unit. M#**************** S##**********

  Business response

  02/23/2024

  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. I am sorry to hear your dealer was unable to source your replacement overflow sensor locally.  I have engaged our district and territory service managers and they are in the process with working with our factory technical support team for a resolution.
   
  The service managers have advised they have been in contact with your dealer and are working on a resolution. We would suggest keeping in contact with your service provider for the most up to date information.
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The manufacturer Carrier/****** has a known defective component and refused to cover warranty eligible parts by using a loophole that our installer/contractor/builder did not file the appropriate original paperwork. This is a known new product (only 5 years old) and we are the original purchaser/owner. Even when this was verified by 3 parties, the company has refused to cover the parts. This is a known manufacturer defect as reported by the parts supplier and 2 separate HVAC companies.

  Business response

  02/13/2024

  Dear *****************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Should you require repairs under warranty, we recommend engaging a licensed HVAC technician with an account at a ********************** 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.
  
  I understand your having warranty issues, In order for us to properly review your case/warranty we will need:
  
  - the model & serial numbers of your equipment
  - installation date of the equipment
  - name and phone number of installer
  - name and phone number of current servicer
  - current diagnosis and date they were late out to your home
  - all prior maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer response

  02/18/2024

   
  Complaint: 21277895
  
  I am rejecting this response because: The original installer, our current service provide, the parts distribution center and I have all contacted the business with no consideration of this claim. No explanation or valid reason(s) have been provided to me. As  a supplier of major household components intended to last for many years, they have not offered any reasonable response to the defective components nor have they addressed their insistence in denying warranty due to a loophole outside of my control as the consumer. 

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

  Business response

  03/06/2024

  Dear *****************************,
  
  Thank you for your recent response.
  
  As the homeowner, is it your responsibility to register your equipment;however, we do understand that some builders/installers will offer to register the equipment as a courtesy to their customers. If you could please reply to my previous email with documentation showing the closing date on your home as well as documents from your builder/installer that indicate their intent to register the equipment on your behalf, I would be happy to send the information to our product registration team to review.
  
  I have engaged the assistance of our district service manager to provide some additional information surrounding your recent repair and to confirm if there are any known defects for model # ***SA42060S17. Your service provider would be in the best position to provide feedback to our district and territory service managers about what they are seeing in the field. We would suggest they reach out to their distributor to discuss their findings.
  
  I will continue to correspond with you via email regarding this matter and provide you with any updates from our service manager. If this is confirmed as a known defect by ******, then we can take necessary steps to move forward with your request.I will provide additional details as soon as possible.
  
  We appreciate your patience as we review this matter.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer response

  03/07/2024

   
  Complaint: 21277895
  
  I am rejecting this response because:
  The extreme requirements placed on me by the business make it unrealistic for me to ever meet their demands. They make it sound like they are willing to help, but are making it do difficult to access any help that it is not feasible. 

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

  Business response

  03/14/2024

  Dear *****************************,
  
  Thank you for your recent response.
  
  I am sorry if you feel our request for documentation from your installer is extreme. Warranty coverage is a legally binding contract, so we require documentation in order to review your case thoroughly. Per the warranty card I provided to you, there is a 90-day window from the date of installation (or date of closing) to register your equipment and receive the enhanced warranty coverage. Your system was installed 6 years ago and is far beyond the 90-day window. As I mentioned, registration of the equipment is the responsibility of the homeowner. If your installer/builder agreed to register the equipment on your behalf, you can provide us with a copy of the invoice indicating a 10-year parts warranty and we will be happy to review this matter further.
  
  Our district service manager is still reviewing your case and verifying any known defects for model # ***SA42060S17. I will provide an update to you via email of his findings and our final decision regarding your request for compensation.
  
  Again, we appreciate your patience as we review this matter.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 28, 2023 I purchased a brand new Carrier gas furnace, model 58TP0B090V21--20, serial number **********. Since installation the furnace has been displaying error code 19 which is an "Intellisense error" that I should never see since I don't use Intellisense. My HVAC installer even replaced the furnace control board but the new board also has the same problem, it keeps flashing error code 19. My HVAC installer has told me there is nothing else they can do. I want Carrier to stand behind their product and warranty and provide me a resolution for the brand new furnace I purchased from them.

  Business response

  02/23/2024

  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. I have engaged our district and territory service managers and they are in the process with working with our factory technical support team for a resolution for the Error code the Intellisense is causing. 
  
  Our service managers at the local distribution center are in direct contact with our engineering team working on a resolution, I would suggest asking your dealer to reach out and ask to be looped in on repair updates. Once they have a resolution the district service manager will assist your dealer with the repair. 
  
  I have asked the team keep me posted on a resolution before we close your customer relations case ********.
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

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