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Initial Complaint
01/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Initial contact with ****** was on 12/27/23 to alert them of the issue. I had a ******-authorized furnace repair company respond to assess and repair/replace both primary and secondary heat exchangers to my ****** furnace, purchased in 2010. Upon contacting ****** (case # ********), they told me the primary and secondary heat exchangers, plus the labor for up to 4 hours were covered under ******** warranty. They emailed me a "CARRIER HEX LETTER" document, referencing a 2007 national class action settlement. When I contacted 3 different ******-authorized companies, they refused to participate in the warranty program, stating that they do not get adequately reimbursed, ****** requires HOURS of paperwork, and they send the exchangers in boxes with about 80 parts for them to assemble. Because it is the middle of winter with freezing temps in *********, I had no choice but to hire one of these companies to fix the furnace and get the heat back into my home occupied by children and elderly adults. After the repair was completed, I received an invoice with only a notation of "Custom Job $1,500". Contacted repair company and told them invoice was not detailed enough for ******. They sent me another detailed invoice. The second invoice was more detailed, however, ****** claims it is still not sufficient. The furnace company says that is the best they can do for an itemized breakdown of repairs. ****** refuses to reimburse me for ANYTHING and has denied my warranty claim, and the representative handling my case was rude and obstinate. Unacceptable customer service. Warranty on primary exchanger, secondary exchanger, and labor on secondary exchanger is covered under my warranty through **** as per ******. Requesting assistance in holding ****** accountable, please! I paid $1500 out of pocket. Plus, another $65 for the initial diagnosis from the first furnace repair company that my homeowners policy sent out.
Customer response
01/29/2024
The complaint is NOT against Carrier. The complaint is against the ****** Heating and ******* Systems, www.******.com. ****** Customer Relations number is **************.
Business response
01/30/2024
Dear *****************************,

On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

****** 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 ****** provided on Model: 355CAV042060 Serial: ********** was a 5-year limited parts warranty from the date the equipment was installed. As well as a 20-year warranty on the Primary and Secondary Heat Exchanger's. 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.

As explained in the letter you received, 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, as discussed in the letter.

We have received your itemized invoice from ***** Heating & ************ and per the breakdown you were not billed for labor on the secondary heat exchanger. 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 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.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/31/2024

Complaint: 21163570

I am rejecting this response because:
This claim is supposed to be addressed by ******************** and Air Conditioning. I have submitted documentation that states both the primary AND secondary heat exchangers were replaced and BOTH of these components are covered under ****** warranty, which has also been submitted. That documentation came directly from ******, as did the Carrier letter regarding additional secondary heat exchanger and labor for installation.
Please see that this is submitted to the correct entity,

Sincerely,

*****************************
Business response
02/06/2024
Dear *****************************,

As explained in the Warranty Notice you received, 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, as discussed in the letter.

As stated under "Step 2: Understand the Enhanced Warranty Program Details:
If you are eligible, the following options are available:

(1) a credit to be applied toward the purchase of a brand new, replacement ****** furnace; or
(2) replacement of the secondary heat exchanger in the original furnace with a brand new secondary heat
exchanger utilizing the same design at no cost to you. **

******** will provide the parts (secondary heat exchanger, coupling box, and cold spot baffle) required for secondary heat exchanger replacement and a credit to dealers for up to four hours of labor to make the repair. In making your selection, please note that well-maintained gas-fired furnaces can last approximately 20 years. 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. All other furnace repairs are subject to ******** standard limited warranty and may be subject to additional charges for parts or labor, such as repairs to the primary heat exchanger or other internal components. "

We have received your itemized invoice from Edina Heating & ************ and per the breakdown you were not billed for labor on the secondary heat exchanger. 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 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.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
02/07/2024

Complaint: 21163570

I am rejecting this response because:
The receipt form ***** Heating & Cooling invoice states, "Replace primary and secondary Heat Exchangers related panels, etc."
I have had contact with Edina Heating & Cooling on numerous occasions. They want to know EXACTLY what items you want cost/price listed for and EXACTLY how you want invoice broken down, since they've already provided 2 different ones now.
Please send me a copy of an acceptable itemization. I will get back to them with information. This is utterly ridiculous the amount of hoops Carrier and ****** are making me and the service company go through to get this reimbursement for which it is clearly stated in the emails and paperwork supplied to me by ****** that the primary exchanger, the secondary exchanger, and the labor for the secondary are covered under warranty!

Sincerely,

*****************************
Customer response
02/08/2024
I responded to this the day after their copied reply. I NEED them to send me an example of the itemization that they are requiring from ***** Heating and Cooling. It clearly states that the primary and secondary heat exchangers are covered under warranty through ****. Why was this claim closed before they were given time to reply to my 2/7/24 request?
Business response
02/15/2024
Dear *****************************,

As explained in the Warranty Notice you received, 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, as discussed in the letter.

As stated under "Step 2: Understand the Enhanced Warranty Program Details:

If you are eligible, the following options are available:

(1) a credit to be applied toward the purchase of a brand new, replacement ****** furnace; or
(2) replacement of the secondary heat exchanger in the original furnace with a brand new secondary heat
exchanger utilizing the same design at no cost to you. **

******** will provide the parts (secondary heat exchanger, coupling box, and cold spot baffle) required for secondary heat exchanger replacement and a credit to dealers for up to four hours of labor to make the repair. In making your selection, please note that well-maintained gas-fired furnaces can last approximately 20 years. 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. All other furnace repairs are subject to ******** standard limited warranty and may be subject to additional charges for parts or labor, such as repairs to the primary heat exchanger or other internal components."

Edina Heating & *********** filed a warranty claim under serial number ********** for the Primary and Secondary Heat Exchanger, two cell panel kits and the coupling box as well as the 4 hour labor allowance provided by the manufacture.

Below are the list of charges outlined pre your invoice. The invoice does not stat you were billed for the installation of the secondary heat exchanger.
-Service call and diagnosis $100
-Cleaned condensate $200
-Set gas pressure for multi-stage furnace $225
-Cleaned flame sensor $25
-Replaced cell panel inlet, cell panel outlet, coupling box kit, hose clamps=the total of extra parts $550
-Disassembly and installation of primary cells $700

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 parts warranty coverage and the secondary heat exchanger labor allowance 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.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
02/19/2024

Complaint: 21163570

I am rejecting this response because:
I have made multiple requests to the business owner, *********************** at ****************** and Cooling, to provide a detailed explanation of the charges. He installed a new primary heat exchanger, a new secondary heat exchanger, and charged me $1500 for the labor and parts. I don't know what else I can do to force them to comply with the itemization requests. My home warranty company, Choice Home Warranty, also had a technician sent out previously, and they also said the repairs were manufacturer's warranty responsibility. ****************** stated that they won't do ****** warrany repairs because of the lack of cooperation with you company. But, it is clearly ******** responsibility to cover the defective parts. Isn't there a standard amount for these 2 parts and the labor for the secondary heat exchanger that can be applied? Or do I also need to file yet another complaint with the BBB and go after assistance with ******************?
This is exactly why *********************** refuses to work with warranty companies!

Sincerely,

*****************************
Customer response
02/19/2024
Regarding my complaint against ******/Carrier, do you recommend filing another complaint against ***********************, owner or ****************** and Cooling? I cannot get him to itemize the cost of the primary and secondary heat exchangers that I watched him unpackage and replace.
Customer response
02/19/2024
Here is the latest invoice I received from ***** Heating.
Business response
02/23/2024
Dear *****************************,

On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment.

****** 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 ****** provided on Model: 355CAV042060 Serial: ********** to subsequent homeowners is a limited 5-year standard parts warranty from the date the equipment was installed. As well as a 20-year warranty on the primary and secondary heat exchanger. 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.

In certain instances, Carrier/****** elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier/****** Corporation agreed to pay the labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger 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.

Per the "Customer Job" invoice, your service provider listed a $300 labor allowance towards the secondary heat exchanger repair. 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 $500.00.

Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address. After receiving this BBB email response, 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. IF you would like to "CC" ****************************** on your email back to ***************************************** we would be happy to send a confirmation that your secondary verification has been received,

Thank you,

*******************
Consumer Liaison- Executive Offices
****** Corporation
Customer response
02/24/2024

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,

*****************************
Initial Complaint
01/26/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I believe unit was defective. Carrier has no parts available. I need a wiring harness and no distributor, ...has a harness in stock. As a manufacture I thought companies had to maintain inventory. I recommend no one buy from carrier!
Business response
01/30/2024
Dear *******************************,

On behalf of Carrier, we are very sorry to learn you are experiencing a problem with your equipment and that your service provider was unable to source the replacement part locally.

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.

If you can please reply with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit.
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where your dealer placed their order.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

The part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Please note the model and serial number provided (MN: **************** / SN: *********** calls for 7 different possible harness options. We will need either the part number for the harness or a complete description as to what the harness connects to internally at both ends.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/30/2024

Complaint: 21203112

I am rejecting this response because: I included serial number and model number. I included photo of your stamped sticker on unit. I called carrier distributor in ****** *****, ***** ***** and ******* **. They did country wide searches and wiring harness is not available until May of this year. If distributors can search your network why can't corporate search their own parts network. This is a B.S. response. We are seniors in the middle of winter without a main furnace because parts are unavailable. Our warranty is up in March, 2024.

Sincerely,

*******************************
Business response
01/31/2024
Dear *******************************,

The part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level.

If you can please reply with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The distributor name and location where your dealer placed their order.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Please note the model and serial number provided (MN: **************** / SN: *********** calls for 7 different possible harness options. We will need either the part number for the harness or a complete description as to what the harness connects to internally at both ends.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/31/2024

Complaint: 21203112

I am rejecting this response because: find attached harness picture. Name plate previously sent.

Sincerely,

*******************************
Customer response
01/31/2024
See service vendor additional information. Hope this helps. I am surprised mfg claims 7 harnesses for a single unit serial number!
Customer response
02/01/2024
I just had ************* man ****** from Mission review furnace options. He said Carrier has an issue with fire originating from their units. He told me of a recent incident where a woman and three small kids were home and a fire caused by the unit destroyed a large area of their home. Could of caused death! Carrier started manufacturing their products in ******. Moving jobs with higher quality from *** to ******. People need to be informed. I am waiting for Carrier to make my warranteed unit right.
Customer response
02/01/2024
To Carrier,

My licensed air and heating guy just sent me this picture of another Carrier unit have electrical short problem resulting in a fire in unit. As mentioned previous Coair total me of another Carrier unit catching fire resulting in major home damage and almost lost of life. This is an engineering and consumer safety issue. Please respond to these concerns.
Customer response
02/02/2024
As I research more Carrier and ****** another Carrier product have major design problems. I will research and call more HVAC contractors for their observations.
Customer response
02/02/2024
On further research, Carrier has a history of heater element failures. Carrier needs to make this right. There product under warranty failed due to faulty design and components. They put life's at risk.
Customer response
02/08/2024
This manufacture is hiding behind silly requests for more information. I have sent them the information and more about their defective products. Having worked as an engineer, manager, researcher for 3M manufacturing just serial number alone should have been enough for Carrier to identify their product.
Carriers failure to provide me with reasonable alternatives to fix a warranted product is unacceptable. They have been sued several times in the past. Their product is dangerous. Their response to customer complaints is to overwhelm with continuous requests for more and more information. This is a delay tactic. Customer we don't care about you. Customer we ripped you off, you have no warranty.
Customer response
02/08/2024
Carrier needs to make this right and stand behind its product. They need to compensate me for my loss and hardship. The stress of having no furnace in mid winder. We are seniors 72 years old. We have medical issues requiring a safe environment. Carriers defective product could of burnt us in our sleep. Carrier is not taking responsibility for engineering and selling a defective product.
Business response
02/15/2024
Dear *******************************,

We would be more than happy to help investigate your part availability issues but as we have stated the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level.

We are unable to determine who your dealer is that your working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
02/16/2024
We have not heard from Carrier in several days. After talking to and confirming with Carrier parts distributors, Carrier has no parts available. They did ** and ****** parts search. They had no problem searching for my harness. Carrier has a bill of material for my warrantied hvac system. This bill of material is linked to product serial number. ********************** has been successfully sued for product failure in the past. They are playing dumb wanting me to go away.

What do you think. I would settle for the $1500 They gave members of the class action lawsuit.

My address is ****************************************
********* ** 78573

Phone ************
Customer response
02/17/2024
Good day,

I will be sending more information from my hvac contractor. Contractor has a history with Carrier. In last three weeks he responded to two other carrier product fires. Carrier has history of not honoring their warranty. Just look at BBB product review history. BBB is an honorable consumer protection effort.

Is there anything BBB can do to halt Carrier from ripping off consumers and putting life's in danger. If not their has to be a US product safety agency that is honest and can take action against Carrier.

Please reply to ************ or email me at *************************
Customer response
02/21/2024
Carrier has both model number and serial number of unit. I followed up with picture. The harness was burned so it has no identifiable part number. If carrier cant identify part number from picture who could. They are taking zero effort to get me part they most likely don't have. I will file with ***** attorney general criminal fraud complain. I will look for federal consumer protection to file additional complaints. I will contact law firms who successfully sued them
Customer response
02/21/2024
Carrier has both model number and serial number of unit. I followed up with picture. The harness was burned so it has no identifiable part number. If carrier cant identify part number from picture who could. They are taking zero effort to get me part they most likely don't have. I will file with ***** attorney general criminal fraud complain. I will look for federal consumer protection to file additional complaints. I will contact law firms who successfully sued them

Business response
02/23/2024
Dear *******************************,

We would be more than happy to help investigate your part availability issues but as we have stated the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Your Service provider would be your point of contact for part information and ordering updates, if you have not have a licensed HVAC technician out to service your equipment that would be required before parts can be obtained.

We are unable to determine who your dealer is that your working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Once you or your service provider has provided ALL information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
02/23/2024
Carrier is a horrible company with no soul. I am pursuing punitive avenues against Carrier. Your dishonesty is beyond comprehension.

Customer response
02/29/2024
Carrier is a horrible company with no soul. I am pursuing punitive avenues against Carrier. Your dishonesty is beyond comprehension.
Customer response
03/04/2024
My recommendation to consumers for their safety do not buy Carrier products.the warrantied fire in my unit and many others has potential to seriously injure or kill. Lucky I was home at the time and turned unit off after smelling smoke.

Carrier is playing games. They either have no bill of materials for unit or unable to recognize their own wiring harness. Obviously their units use poor design, no internal circuit protection or poor components.

I have written the governor's ***** and AG consumer safety. I plan to submit records to federal agencies also.

Buyers be where.
Business response
03/13/2024
Dear ********************,

We are sorry to hear you feel that way. As we have stated in our prior responses, we would be more than willing to help investigate the part availability issues.

As we have stated in our prior emails, the part(s) in question were ordered by your Service Provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Your Service provider would be your point of contact for part information and ordering updates, if you have not had a licensed HVAC technician out to service your equipment that would be required before parts can be obtained.

We are unable to determine who your dealer is that you're working with nor what "wiring harness" your dealer is referencing. Per the build of material of MN: FX4DNF037L00ABAA / SN: 0914A82337 there are several possible harnesses.
(Wiring Harness 328610-701, Wiring Harness 328609-701, Wiring Harness 328608-701, Wiring Harness 324644-701, Wiring Harness 322027-70, Main Wiring Harness 335933-701.)

If you can please reply with the ALL of the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number(s) and description(s).
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The Carrier distributor name and location where your dealer placed their order.
6. The service providers PO to the Carrier distributor.

Should you or your servicer provided choose to provide ALL if the information requested above, we will make every effort to locate your order and expedite the part from our supplier if our factory warehouse is out of stock.

If your service provider is unable to provide the information above, please have them contact their distributor, through whom they ordered the part, to obtain the information.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
03/13/2024

Complaint: 21203112

I am rejecting this response because: carrier is playing games. They have no bill of materials for the unit under warranty. They say they have 7 harnesses for this unit. The harness has no visible partnumber. Carrier unable to recognize their own part. Their distributor did a nation search for part and part is currently back ordered for month.

i am posting this story on multiple web sites in hope of exposing a very danagerous product sold by Carrier. Carrier and their other brand ****** have been *** in class action lawsuits sucessfully. Its just a matter of time and someone might die.

i have written the ***** governor and Attorney General begging they prohibit Carrier from doing business in *****.

i recommend people avoid the Carrier and ****** brands.

just look at Carrier canned response to everyone's reported problems. Have they sent a company inspector to determine why their ************ started on fire?

i would think a responsible manufacture would wNt to know why their product is failing so horribly! When they say they care abou their customers, i dont believe it!

Sincerely,

*******************************
Customer response
03/16/2024
I replaced one carrier unit under warranty with a Trane heat exchanger and air conditioner. I did it even though my Carrier unit is still under warranty. It had a fire that could of killed us if I did not quickly shut the circuit breaker off. Carrier has no parts per their distributor to replace wiring harness. Carrier does not care that their units have defective components or defective designs. They have been sued in class action lawsuits.

I am fearful for my life and my wife's. I had cousins this weekend. My home has two units for both air and heat. The second unit was turned on. I could not sleep. I did not want to tell my wife or family of my concerns. Carrier builds units that fail and cause fires.

Hopefully ***** AG or Governor will take appropriate action and prohibit Carrier from selling in *****.

I will spend as much time as I can putting the word out. Hopefully prospective customers check BBB web site. Thank God for BBB.

Also ****** is a Carrier affiliated product.
Business response
03/27/2024
Dear *******************************

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

We received your recent BBB response and unfortunately this is the first time Carrier is hearing your equipment experienced a "Fire". After receiving your report I contacted our legal department as well as the ***************** Manager in your area. They have indicated there have been no "Fire" reports made by any of our service provider regarding your equipment.

Carrier takes product safety seriously and we appreciate you bringing this to our attention.

If you could please confirm and provide the following information, Carrier would be happy to investigate your concerns:

- Name and contact information for your current service provider / HVAC contractor.
- Date your service provider was last out to your home to diagnosis the "Harness failure" and "Fire".
- All prior maintenance and service documents including the most recent diagnosis to support your claim.

If you can please provide us with the information requested above, we can then escalate your case for review.

Thank you,

******************* | Consumer Liaison- Executive Offices | Carrier Corporation
Customer response
03/27/2024
BBB response is inadequate. They have been notified of unit fire. How else would wiring harness be burnt!

Look at several class action law suits. Look at my communication history. Carrier is a nonconsumer friendly manufacturer.

FYI, I even reported another fire told me by my contractor. The mother with small kids.

I was home at the time and was able to shut unit down. This carrier unit was under warranty. In my opinion, I recommend everyone stay away of Carrier units and their off brand ****** unit. My unit was unsafe. I would never purchase a Carrier unit. I recommend everyone ****** BBB or class action law suits against Carrier.

I have contacted ***** Givernor ****** informing him of risk these units pose to Texans. It is a matter of time and people might die or get seriously injured.
Customer response
04/03/2024
Date Sent: 3/27/2024 6:59:25 PM
BBB response is inadequate. They have been notified of unit fire. How else would wiring harness be burnt!

Look at several class action law suits. Look at my communication history. Carrier is a nonconsumer friendly manufacturer.

FYI, I even reported another fire told me by my contractor. The mother with small kids.

I was home at the time and was able to shut unit down. This carrier unit was under warranty. In my opinion, I recommend everyone stay away of Carrier units and their off brand ****** unit. My unit was unsafe. I would never purchase a Carrier unit. I recommend everyone ****** BBB or class action law suits against Carrier.

I have contacted ***** Givernor ****** informing him of risk these units pose to Texans. It is a matter of time and people might die or get seriously injured
Business response
04/09/2024
Dear *******************************

We received your recent BBB response and unfortunately this was the first time Carrier is heard about your equipment experiencing a "Fire". After receiving your report, I contacted our legal department as well as the ***************** Manager in your area. They have indicated there have been no "Fire" reports made by any of our service provider regarding your equipment. Please note a licensed HVAC technician would be required to assess the situation at hand and assist determining the root cause of the failure.

Carrier takes product safety seriously and we appreciate you bringing this to our attention.

If you could please confirm and provide the following information, Carrier would be happy to investigate your concerns:

- Name and contact information for your current service provider/ HVAC contractor.
- Date your service provider was last out to your home to diagnosis the "Harness failure" and "Fire".
- All prior maintenance and service documents including the most recent diagnosis to support your claim.

If you can please provide us with the information requested above, we would be happy to escalate your case for review.

Thank you,

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

Customer response
04/09/2024

Complaint: 21203112

I am rejecting this response because:I reported earlier to Carrier cable destroyed because of electrical fire. I reported to Carrier contractor name....My contractor informed me of another customer fire. ********************** has been sued in at least two class actions that had fire related issues. In my case the Carrier unit has been poor designed with either poor quality electrical components or inadequate circuit protection or both Carrier uses stall tactics instead of servicing waranteed units. In my opinion, Carrier products should be avoided if you value your home, life or family.

Sincerely,

*******************************
Customer response
04/09/2024
Please review the history of our communication. On my responses, I indicated electrical fire. As a retired electrical engineer, Carrier failed to adequately fuse or provide circuit protection for my unit. Most likely component failure ignited the fire. By luck I was able to shut unit preventing house fire. What could of happened if unit caught fire at night while we were sleeping!
Carriers latest communication they first learned that unit caught fire. In past communications, i mentioned failure due to fire many, many many times.
This shows how negligent Carrier is and how uncaring they are about their product performance and their customers safety.
Customer response
04/10/2024
Thankyou for reporting Carrier on your site for 36 months. Hopefully getting message out saves lives. Carrier has only profit as their guiding business strategies.

It is a losing strategy but like other larger manufacturers they rebrand. Hopefully ****** brand is looked at closely.

Have settled two class action lawsuits, how does that help their brand or profitability?
Initial Complaint
12/31/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Furnace installed in 2008. A internal (guts) of the furnace was replaced in 2021. A technician came out this past week and cleaned and readjusted the unit and the service message has been on every day since he left. We dont trust this unit to leave our house for a day. The only resolution is to replace this unit.
Customer response
01/01/2024
The furnace was serviced last week with ******************. After they left, the next three days the error/service needed sign came up consistently. We cannot leave the house in fear of failure during cold weather and our pipes to freeze and burst.
Business response
01/03/2024
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: 58MVC100-F-1--20 Serial: ********** was a limited parts warranty from the date the equipment was installed. As well as a life-time warranty on the Primary and Secondary Heat Exchangers. 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.

In certain instances, Carrier elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier Corporation agreed to pay a labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger 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. If you choose to replace your system with a new Carrier furnace, please speak with your dealer regarding the trade in credit.

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 **************** parts warranty coverage and class action coverage will be extended to you.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/03/2024
We had the repair technician out on 12/28/23 and since he left the furnace stopping running several times a daytoday being 1/3/24. We had four holiday guests from the 12/29/23 until 1/2/24 and we had very cold nights with the temperatures at night being 27 degrees. Not good for health compromised folks. If could afford to replace it we would but not something we can do easily.
Customer response
01/03/2024
We had the repair technician out on 12/28/23 and since he left the furnace stopping running several times a daytoday being 1/3/24. We had four holiday guests from the 12/29/23 until 1/2/24 and we had very cold nights with the temperatures at night being 27 degrees. Not good for health compromised folks. If could afford to replace it we would but not something we can do easily.
Customer response
01/03/2024

Complaint: 21078838

I am rejecting this response because:

Sincerely,

***************************
Business response
01/09/2024
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: 58MVC100-F-1--20 Serial: ********** was a limited parts warranty from the date the equipment was installed. As well as a life-time warranty on the Primary and Secondary Heat Exchangers. 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.

In certain instances, Carrier elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier Corporation agreed to pay a labor allowance for the replacement of the secondary heat exchanger only on certain model units. We offer two options upon the failure of the secondary heat exchanger in your furnace, pursuant to the court-approved class action settlement from 2008: a repair option with a replacement secondary heat exchanger 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. If you choose to replace your system with a new Carrier furnace, please speak with your dealer regarding the trade in credit.

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 decisions remain unchanged, no compensation or concessions beyond the **************** parts warranty coverage and class action coverage will be extended to you.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/13/2024

Complaint: 21078838

I am rejecting this response because: the replaced heat exchanger lasted less than three years. The danger is that the original furnace part has not been corrected. This is the same part that was declared defective nor resigned which originally caused the problem.
you can reinstall this part and it will continue to fail. The loss in effective function is also costing us monies in function more than $900 in the buybacks. We need a completely redesigned furnace We have contacted our local TV station for their investigation for our situation and problem. They have accepted mounds of pictures and information. This will be a television story shortly Our personal attorney has taken all our information and will coordinate with our local television station reporter Not only we cannot afford a new furnace of eight thousand dollars but we dont own the problem We both retired with disabilities but on a small fixed income. We will go to all ends to resolve this issue.

Sincerely,

***************************
Initial Complaint
12/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At our first furnace cleaning, ************** found there to be a problem with the efficiency of our furnace. The company (Absolute Air) had one of their senior technicians come out. He found that the ** level was at 225. (CT limit is 100) He red tagged our furnace and shut it off. This was on October 27, 2023. Carrier's tech support told him to change the heat exchanger. It took 1 1/2 weeks for Carrier to get the part to Absolute Air. ************** changed the part and the ** went down to 185. After trouble shooting, Carrier tech support then told him to change the secondary heat exchanger. After another week and 1/2 of waiting for the part, it was changed and the ** went down to 150. ************** took pictures and tried for several more hours to trouble shoot on tech support's advice. After receiving the pictures, Carrier now wants MORE pictures. (This after another week and a half of deciding what to do next). We have been without heat for almost 6 weeks and have reached our limit for patience with Carrier. We have been in our NEWLY constructed condo for less than 3 years, and the furnace is under warranty. We want a new furnace immediately and want Carrier to cover all the labor costs associated with resolving this issue.
Business response
12/07/2023
Dear ******* And *********************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

The warranty ****** provided on Model: 912SD42060E17A-A Serial: ********** is a limited 10-year parts only warranty from the date the equipment was installed for the original owner. As well as a 20-year warranty on the Primary and Secondary Heat Exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage. I am sorry if these options where not provided to you.
We would like to engage our district and territory service manager to review your dealer's diagnosis and finding and will then provide support and a resolution. In the meantime, if you can please provide any prior annual maintenance and service records as this may help our service managers. Please be advised the manufacture warranty if for parts only and does not cover service, labor, refrigerant or replacement units. If you dealer feels your unit is defective, they will be required to supply supporting documents & pictures in order for our service managers to review your system properly.
Once we have received an update from our service managers, I will follow up with you via email. Please note your dealer will be in the best position for immediate updates from our service managers as they will be working with your dealer directly.

Sincerely,

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

Customer response
12/07/2023

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,

******* And *********************************
Initial Complaint
11/29/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Owners:***************************** *************************** Address:********************************************************************* Phone:************ Serial *************************************************** Wife and I bought a brand new home construction in March of 2020 by a custom builder. By April of 2022 we had indication that at least one unit was going bad. These evaporator coils cannot even last two ******* before they fail. We had both units by 11/2023 completely fail. It is an outrage that a company that has known about these evaporator coil leaks and poor design continues to push inferior products out to customer leaving them with a mound of financial burden while Carrier sits back and says we will provide another cheap coil that we refurbished at not cost to us for you to pay thousands in labor costs. It is absolutely egregious for units to fail well before their life cycle. As a quality engineering for an aerospace company this downright shameful. I am requesting compensation in the amount of $2000 for the over $10,000 dollars already invested in these units in maintenance and repairs. I have spent over a thousand in getting surge protectors installed, I spent another $5,000 in air filtration and mold mitigation and hundreds in maintenance costs a year for the last 3 years only to have spent another $4200 in premature repairs to inferior units. Breakdown (also see attachments for records and invoices)2X Evaporator Coils for a total of $1041.25 each for $2082.50 16 LBS of Gas for a total of $2097.76 These are just a few items among other repairs that were needed. I am only asking for $2000 in compensation for the labor costs. I am not including the gas or other repairs I had to do for these units. I find this to be fair that the burden be split and as an indicator of good faith in part from Carrier and their subsidiaries.
Business response
12/04/2023
Dear ******* & ***************************,

On behalf of International Comfort Products (ICP), 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: R4H430GKC100, R4H424GKC100, FEM4X3000BL1E & FEM4X3000BL2E Serial: **********, X191734905, F181646556 & F183165555 was a limited 10-year 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.

Our records show we previously provide your family a one-time good will concession to offset labor cost for your prior ****** unit in August 2017 for $1900.00.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected, and we sympathize with the stress that unexpected expenses can have on any family. Therefore, we will providing a final good will concession to you in the amount of $1041.25 which covers the labor cost of one coil. Please note you will be responsible for all future diagnostic fees, labor, refrigerant, maintenance, etc pertaining to products manufactured by Carrier (including Carrier, ******, *****, International Comfort Products, Arcoaire, Comfortmaker, Day & Night, ****, KeepRite, Tempstar, SmartComfort, Grandaire, Weathermaker, Airquest, *****************Carrier, Midea-Carrier)

Due to a new internal process for issuing concession payments, our accounting team requires a secondary verification of your name and address. Shortly after receiving this BBB response, 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.
*******************
Consumer Liaison- Executive Offices
Carrier Corporation

Customer response
12/04/2023

Complaint: 20930891

I am rejecting this response because: I would like clarification on prior concessions. Those concessions were on different units from a different subsidiary. Those prior units (******) were on a home located at ******************************************** that we no longer own. Those units had the prior copper coils that failed. On the other hand, my current home is ***** ************************* which contained the Comfort units with the ******** design which still failed. The concessions should be on the units and home and not based on the requester. I reject the fact that you still dont want to take accountability for failed design by your company and your subsidiaries and ask that you reconsider my request based on the provided facts that these are two different home in which you have imposed financial burden on me. I unfortunately have no control on which units got installed on the new construction. I do however have control on media outlets, legal consultation and future purchases. Please understand the damage your subpar design and parts have on people especially during these financial difficulty times with inflation and the holidays. You will recoup your loses in the refurb and resale of the returned units. I dont have that luxury. Again, please reconsider these should be based on units and not requester. That is what your warrant the unit. These request should be consider as such. Units failing well before life while extremely well maintained should not be cause for quick dismissal.

Sincerely,

***************************
Business response
01/03/2024
Dear ******* & ***************************,

Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses. The equipment sold from the factory to the distributors are Brand New Equipment that has had no prior usage.

As stated, the concessions provided are a "one-time good will concession". These concessions are tracked based off your product registration and prior cases that are logged and saved for future references by our employees.

If you have not done so already, please respond back to our accounting team ****************************************** stating the correct spelling of your name and the mailing address to which we are sending the payment.

Note: The subject should include: CF15488 - Payment Request Address Validation.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Customer response
01/03/2024

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,

***************************
Initial Complaint
11/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Thursday November 16th 2023 I noticed my furnace (Serial # *********** would not turn on & start the furnace. I changed the filter & checked breaker with no change. I tried the carrier website to look for a distributor (service tech) but according to the website there was none within 80km, I sent a message via the website & called the ***** # but could not get a hold of anybody to address my issue. After 24hrs of no heat (Gets Cold ** in rural ****** in November) I got a HVAC company to do a diagnostics & determined I needed to replace the internal control board. Since NOBODY from carrier got back to me & since according to the CARRIER website there is NO distributor in my area I decided to go ahead and replace the board rather than subject my young kids to DAYS of below zero temperatures with no furnace (this isnt about A/C and Comfort its about necessity of life) I FINALLY got into contact with carrier on November 20th & submitted the invoice for the replacement parts since the Unit is still under warranty. I explained the exigent circumstances & the lack of ************************** from carrier; I believe with these constellation of discernable facts that any reasonable prudent person would have acted accordingly in the same situation. However Carrier refuses to cover the replacement parts ($734.50) because I did not use a Carrier Distributor. I find this decision to be a miscarriage of customer service given the situation. IS this how Carrier Management would treat one of their family members? My situation was clear; either wait for carrier to respond which even by their own website theres none around me. Or NOT let me family live in below 0 zero weather with no heat & fix the issue ASAP. Im merely asking Carrier to do right by their customers & live up to their reputation as providers. -First Bold letters on Carrier website INSPIRING CONFIDENCE I merely ask Carrier live up to this Moto
Business response
11/30/2023
Dear *********************,

We have received your recent complaint with the Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

As a reminder, the warranty Carrier provided on (Model: 59SC5B080E17--16, Serial: ************* 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... Ive attached a copy of your warranty card for your records.

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

As previously discussed, per the warranty agreement, if a part fails due to defect during the applicable warranty period, Carrier will provide a new or re manufactured part, at Companys option, to replace the failed defective part at no charge to you. Alternatively, and at its option, Carrier will provide a credit in the amount of the factory selling price for a new equivalent part towards the retail purchase price of a new Carrier product.

Carrier has agreed to reimburse you for the factory selling price of the control board and has offered a one-time good will concession to you in the amount of $98.88, which you have declined. We will not be reimbursing you the total cost of the repair ($734.50) as the invoice you provided is not itemized and likely includes service and labor charges, which are not covered under the limited parts warranty. Please let me know if you would still like reimbursement for the part and I will begin the process of issuing your concession.

For future reference, I have provided a list of dealers in your area should you need any further assistance:

Dons Heating & Cooling - ***************************************************************** -************
********************************* - **************************************************** - ************
*************** ****** ****************************************************** - ************
******* Htg & Air Cond. - 665 ***********, ******** - ************

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
11/30/2023

Complaint: 20902861

I am rejecting this response because: you are living up to the standards of.your business or the warranty. I'll see.you in small.claims court in ******* *** I guarantee you'll be spending more than the $ being asked for
Sincerely,

*********************
Business response
12/04/2023
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: 59SC5B080E17--16, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... Ive attached a copy of your warranty card for your records.

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

As previously discussed, per the warranty agreement, if a part fails due to defect during the applicable warranty period, Carrier will provide a new or re manufactured part, at Companys option, to replace the failed defective part at no charge to you. Alternatively, and at its option, Carrier will provide a credit in the amount of the factory selling price for a new equivalent part towards the retail purchase price of a new Carrier product.

Carrier has agreed to reimburse you for the factory selling price of the control board and has offered a one-time good will concession to you in the amount of $98.88, which you have declined. If you have changed your mind and would still like reimbursement for the part and please respond back, I will begin the process of issuing your concession for $98.88.

If you would like to pursue this matter in small claims court as you have mentioned, please ask your legal counsel to correspond with our **************** at the following address:

Carrier World Headquarters
**************************************************, ** 28269
ATTN: Legal

Sincerely,

******************* | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
Customer response
12/05/2023

Complaint: 20902861

I am rejecting this response because: is it common for you materials & products to break within 2 yrs? So what good is this warranty if your website says there are nobody in my area?

Sincerely,

*********************
Initial Complaint
11/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a carrier air conditioner model CA14NA036-A two years ago. It has a 10 year warranty. The coil was leaking in the unit. The company covers the part but not the installation of the replacement component which has been quoted as being a minimum cost of $1,500 dollars. We feel the product was defective and the company should cover the full cost or repair or replacement of the unit.
Business response
11/21/2023
Dear *** ****,

Thank you for contacting Carrier Corporation, we have received your BBB complaint.On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

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: CA14NA03600G, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you responsible for any additional charges associated with the repair of your unit.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
Initial Complaint
11/17/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
MY CARRIER AIR CONDITIONER INSTALLED 2/6/2021 MODEL *********** 10 KW. HEAT ABSORPTION **** IS LEAKING FREON CAUSING POISON TO BE BLOWN THROUGH OUT MY HOME CAUSING MY FAMILY TO HAVE HEADACHES AND CONGESTION. I REPLACED MY OLD UNIT WITH THIS NEW CARRIER UNIT SO AS NOT TO HAVE ANY PROBLEMS TO NO EVAIL. THE 10 YEAR WARRANTY COVERS THE **** FOR REPLACEMENT BUT THE COST TO REPLACE IT $1,265.00 PLUS SERVICE CALL $109.00 I AM DISAPPOINTED IN CARRIER ESPECIALLY WHEN THEY BRAG ABOUT THEIR QUALITY BUT WILL NOT PAY FOR REPAIR.
Business response
11/21/2023
Dear *****************************,

Thank you for contacting Carrier Corporation, we have received your BBB complaint.On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

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: FB4CNF048L00, Serial: *********** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your warranty card for your records.

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. The warranty provided to you is a guarantee of the integrity of the product and of Carriers responsibility for the repair or replacement of defective parts only. As the homeowner, you responsible for any additional charges associated with the repair of your unit.

We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.

I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.

Sincerely,

************************* | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
Customer response
11/22/2023

Complaint: 20884101

I am rejecting this response because:

Sincerely,

*****************************
Customer response
11/22/2023
Carrier equipment fails after less than 2 years and cost over $1000.00 to repair is unsatisfactory and unfair to purchasers. I understand your warranty policy, but find it totally unfair to purchasers who depend on your air conditioning to live, especially in ******* where the heat can be life threatening. To make matters even worse the leak of Freon into my living spaces causes many health hazards. I think Carrier should be responsible for higher ************* in their equipment, especially when it could cause sickness to the users. Carrier claims all equipment is thoroughly tested and manufactured, therefor should be responsible for completely correcting the repair of their equipment, and be responsible for health hazards of their equipment failure.
Business response
12/01/2023
Dear *****************************,

We have received your response to the Better Business Bureau.

As a reminder, the warranty Carrier provided on (Model: FB4CNF048L00, ****************** is a 10-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...

A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.

In order to properly review your claim and the charges associated with ***********, we will need the following information:

- Name and phone number of installer
- Name and phone number of current servicer
- Current diagnosis
- Maintenance and service documents

I would like to engage the assistance of our district service manager to address your concerns regarding the refrigerant leak with your current service provider.

Additionally, please be aware that due to auditing purposes, in order for any compensation to be considered, we require a copy of the paid itemized invoice to review once the repair has been completed.

We appreciate you patience as we continue to review this matter.

Sincerely,

************************* | Consumer Liaison- Executive Offices | Carrier Corporation | ******************************
Customer response
12/05/2023

Complaint: 20884101

I am rejecting this response because: Carrier claims no responsibility for their faulty cooling coils repair and danger to the home owners health because of leaking freon after less than 2 years of service. They claim only to replace parts, not install them. They leave this costly expense up to the purchaser of inferior Carrier faulty equipment. Carrier brags about their quality but doesn't back it up other than sending a replacement part. Carrier claims no responsibility to health hazards caused by their poor quality control. I will do no further business with Carrier and will not recommend Carrier product to future purchasers.

Sincerely Disappointed in Carrier Corporation Poor Quality Control,

*****************************
Initial Complaint
11/14/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Carrier air conditioning unit / furnace has been broken for three weeks. It is less than three years old and under warranty. My air conditioning service company tried to get the part but was told it is out of stock. It was recommended that I reach out to Carrier directly. As requested by Carriers Public Relations team, I sent them a form on 11/2/23 containing all the information about the part. To date, I have not heard back from Carrier regarding when I can expect to receive the part. I have called daily and been given a number of excuses (The parts department is out to lunch, Well send another email, etc.) There has been zero communication from the company as to any timeframe on when the issue might be resolved. I am at my **** end, especially since the unit is not old and is under warranty.
Business response
11/20/2023
Dear *****************************,

On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

I am sorry to hear your dealer was unable to source your replacement Motor locally. Our parts department reached out to the local distributor to obtain their order number they placed directly with our factory.

Our records indicate the back ordered motor was expedited from our supplier and was replaced by ********'s Air on 11/16/2023. If this information is not correct, please reach back out to us and we would be happy to engage our district service manager in your area to ensure a speedy resolution.

Thank you for taking the time to reach out to us regarding your experience.

Thank you,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Initial Complaint
11/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had a ***** furnace installed approx. 7 years ago. This fall the furnace was emitting noxious oders from the exhaust. We had the local utilities company identify the issue as a faulty heat exchanger.Subsequently another commercial furnace, hvac technician whos company deals with Carrier confirmed the exchanger failure. Our friend who works for a large commercial Carrier installation and repair company contacted their Carrier contact and was told there were no parts available for possibly 2 months and we woild have to pay up front plus a ****** non refundable charge to expedite the part.The local furnace company that we have used tried to get warranty as well with very little success. This company stopped dealing with Carrier due to the lawsuit due to failing heat exchangers.When I called the company directly I was told I would have to go through a Carrier installer for any warranty service, when I stated I had already consulted with a company that could perform warranty work and they were told after 2 weeks of back and forth with Carrier they were told that there is no part available and a 2 month wait. The Carrier representative just recited the normal warranty rules, no helpnwhat so ever. We live in ****** and can't wait 2 months for a replacement part. The other issue is after having to pay up front and cover the labor cost is the exchanger suppied going to last any longer than the first one?I would not recommend their product's to anyone.Oddly enough we have Carrier commercial roof units wher I work and have also had issues with those.
Business response
11/16/2023
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: PG95SAS48080BBAA Serial: ********** was a limited 5-year parts only warranty from the date the equipment was installed. As well as a 20-year warranty on the primary and secondary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.

I am sorry to hear your dealer was unable to source your replacement parts locally. If you can please reply back with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. Part number and description.
3. Name and contact information for your service provider.
4. Date the order was placed.
5. The *****/Carrier distributor name and location where the order was placed.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

Please note: The part(s) in question was/or needs to be ordered by your service provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Once you or your service provider fills in ALL information requested above, we will make every effort to locate your order. While we are working hard to provide answers for you, your service provider will always to be your best resource and should continue to work with their local distributor for any status updates.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

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

Customer response
11/17/2023

Complaint: 20856213

I am rejecting this response because:
I have tried to go through two Carrier service providers, and the response from Carrier to them both was not satisfactory. In both cases was a 2 month wait for a part. As stated in all communications, we are coming in to a cold time in our area, and the availability to wait is just not possible. Iv this was *** or June maybe we could wait for parts.
How is it that a manufacturer has no stock on a major failure component. Wasn't there a class action lawsuit on Carrier heat exchangers before? No offers of any kind of assistance either.
The main service provider was 4 Seasons Furnace in ********, ******* . ******.
Sincerely,
***********************
Business response
11/21/2023
Dear ***********************,

The warranty ***** provided on Model: PG95SAS48080BBAA Serial: ********** was a limited 5-year parts only warranty from the date the equipment was installed. As well as a 20-year warranty on the primary and secondary heat exchanger. 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.

The Class-Action settlement you have mention are for certain models with polypropylene lined secondary heat exchangers. Our records indicate your Model PG95SAS48080BBAA does not fall under the class action settlement.

As previously offered, we would like to assist in expediting the required parts to complete ***********. At this time, we are needing additional information in order to track down your dealer's order and expedite with our suppliers. Please note your dealer must place an order before an expedite can be created.

If we are unable to expedite the required parts, we would be more than happy to escalate the case to our district service manager to review alternative repair options.

If you can please reply back with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:

1. Model & Serial number of the unit. (MN: **************** / SN: ***********
2. All Part numbers and description that are needed to complete the repair.
3. Name and contact information for your service provider. (whoever placed the order with our distributor)
4. Date the order was placed.
5. The *****/Carrier distributor name and location where the order was placed.
6. The service providers PO to the distributor.
7. Did your service provider request an order expedite? If so, please provide the Expedite number.

Please note: The part(s) in question was/or needs to be ordered by your service provider through their local supplier. As the manufacturer, part orders are not visible to us as they are handled on a local level. Once you or your service provider fills in ALL information requested above, we will make every effort to locate your order. While we are working hard to provide answers for you, your service provider will always to be your best resource and should continue to work with their local distributor for any status updates.

Thank you for your patience. We hope that once we are provided with the information requested, we can then furnish a resolution as quickly as possible.

Sincerely,

*******************
Consumer Liaison- Executive Offices
Carrier Corporation
Email: ******************************
Customer response
11/23/2023

Complaint: 20856213

****
I am rejecting this response because:

I have not placed an order for the heat exchanger as there is no guarantee of a delivery date, except possibly a two month wait, but that isnt certain.

I was advised by our ******** gas company inspector to fix or replace the ***** product as soon as possible to avoid any potential harmful gasses being leaked inside our home. Gas was emitted outside of our home.
The ***** furnace is now in our basement storage.

The local heating company I contacted is ********************************* in ********. The contact person there is ********.

I am not looking for labor cost reimbursement as I realize this product does not have that coverage.

I would like you to provide a replacement heat exchanger, so I can sell the used ***** furnance with the new part and try and recoup some of our expense.

Sincerely,

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

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