ComplaintsforCarrier Corporation

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***** furnace in 2010, they now have sent me a recall notice on the heat exchanger , they know there is a problem but yet they won't fix it till it actually breaks . Now I am a senior and have medical issues , I can't be with out heat , and what there saying is it needs to break and has to be confirmed by a hvac guy , well as soon as it breaks you have to stop using it because it will carbon dioxide and a new one has to be ordered so it could put us with out heat for days before a new one is installed . They need to fix it now so there isn't a problem in the future .

  Business response

  11/15/2023

  Dear ****************, 
  
  On behalf of *****, thank you for taking the time to reach out to us regarding your heat exchanger letter. 
  
  The warranty ***** provided on Model: PG9MXA048080AASA Serial: ********** was a limited 5-year 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. Typically, the installer will review with the homeowner options to purchase additional parts and/or labor coverage.
  
  As explained in the letter you received, the extended warranty program for certain 90% high-efficiency gas furnaces were 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. Please be aware that the degradation of the polypropylene lined secondary heat exchanger is a quality issue and is not a safety issue.  Further, there is no indication or evidence that this issue results in any increased risk of release of carbon monoxide in a home or of an explosion.
  
  Please be advised as outlined in the letter under Step 1: "This enhanced warranty covers the secondary heat exchanger (an internal component) upon failure within 20 years from the original furnace installation date." Once a failure has occurred and has been diagnosis by an HVAC technician, the "Enhanced Warranty Program Details" in Step 2 will apply. 
  
  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, we will not be able to honor your request to provide a warranty secondary heat exchanger repair prior to failure. 
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely, 
   
  *******************;
  Consumer Liaison- Executive Offices
  ***** Corporation 
  Email: ******************************
  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Carrier unit under warranty Model FB4CNP018, Serial #**********, I have an AC repair company that came to check it out (10/11/2023) and the coil is leaking and needs to be replaced, the coil is under warranty however, Carrier has it under backorder, They still have it under back order, my second is like a sauna and I'm started to get concerned the I am going to endure damages due to heat and humidity. My daughter has been sleeping on the first floor for 2 weeks and we have electronics upstairs that cannot withstand that heat. Why offer a warranty when they cannot comply with it, they need to either find a matching coil or provide a replacement unit. This is not the consumer's issue if they are having manufacturing challenges. Attached is a screenshot of my AC tech info from Carrier. I emailed Carrier Corp. and no response.

  Business response

  11/08/2023

  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: FB4CNP018L00ECAA Serial: ********** 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.
  
  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.
  
  We are sorry to hear your dealer was unable to source your replacement coil locally. If you can please respond with the following information we will be happy to investigate into the availability of the part necessary to complete the repair:
  
  1. Part number and description.
  2. Name and contact information for your service provider.
  3. Date the order was placed.
  4. The distributor name and location where the order was placed.
  5. The service providers PO to the distributor.
  6. Did your service provider request an order expedite? If so, please provide the Expedite number.
  
  The part(s) in question was ordered by your service provider through their local supplier.  As the manufacturer, part orders are not visible to us as they are handled on a local level.  
  
  If you or 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

  11/09/2023

   
  Complaint: 20809254
  
  I am rejecting this response because: I already include the PO.  I feel like they are giving the runaround. The order was place through their digital app that my service provider uses from Carrier. 

  Here's the answer to their questions:

  Order by:

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

  ********* 64 Suite 417

  *********, **  34308

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

  Here ordered it for pick up at 

  Carrier 

  **************************** 

  ********, ** 34243

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

  Part Name is Evaporator Coil for  air handler

  PO#:********/0718f28735

  Please see attached with app PO and order date (10/11/2023)

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

  Business response

  11/20/2023

  Dear *****************************, 
  
  Thank you for providing some of the previously requested information. We are sorry to hear your dealer was unable to source your replacement evaporator coil 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.
  
  Based off the information provided, I have reached out to the local distributor to obtain the internal purchase order they placed with our factory. Once we obtain the factory order information, we will open an expedite case with our supplier to confirm their best possible ship date for your replacement coil. 
  
  Please note we are not directly involved with the part order process; we would not be able to guarantee a relative timeframe.  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. For emergency situations your dealer has resources at the local distributor, if you'd like, you can ask your dealer to contact the district service manager at Carrier Enterprise ** to discuss alternative repair options while we work to expedite their order. 
  
  Thank you for your patience. We should hear back from the distributor shortly with the purchase order and will continue to investigate. 
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 

  Customer response

  11/22/2023

   
  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. They did follow up with an email with a ***** tracking number with the part, and I was finally able to obtain the warranty part. The representative from Carrier "****" followed through. 

  Thank you for all your help.

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Carrier Infinity A/C unit in 2017. Since then, I've experienced 4 parts failures that have cost thousands of dollars in repair labor and nececcesitating hotel stays while awaiting parts. The most recent of these happened two weeks ago, October 21st, with one of the replacement parts which failed a second time. Carrier's warranty covers parts, but this A/C unit is defective, should have been recalled and they have cost me thousands of dollars in repair labor and hotel stays. They have only offered me a $250 gift card for spare parts that are already covered by warranty. I am seeking reimbursement for these damages.

  Business response

  11/15/2023

  Dear *********************,
  
  Thank you for your recent response to the Better Business Bureau. I am very sorry you are not satisfied with our offer of a $250 voucher.
  
  As previously advised, the warranty Carrier provided on (Model: 24VNA948A003 & FE4ANF005L00 Serial: 2617E07321 & 2317A86044) is 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... As it stands, the warranty does not include unit replacements.
  
  A labor warranty may be offered by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase.
  
  I have engaged the assistance of our district service manager at the local Carrier distributor to investigate the failures to your system. They will work directly with your service provider, ***********************, to try and establish a root cause of the failures and determine possible resolutions.
  
  In the meantime, I have sent a separate email from ******************************** requesting copies of your paid, itemized invoices for each repair. Please reply to that email to ensure the documents link directly to your account. Once they have been received, our team will review them to determine if you are eligible for additional compensation.
  
  We appreciate your patience as we review this matter.
  
  Sincerely,
  
  ************************* | Consumer Liaison - Executive Offices | Carrier Corporation | ******************************

  Customer response

  11/15/2023

   
  Complaint: 20805055
  
  I am rejecting this response because it does not resolve the issues. It simply restates the terms of the warranty and says they will look into it. The unit is defective. I've incurred massive expenses as result. 

  Carrier can accept its' liablity and come to a reasonable accomodation to compensate for my damages and replace the system, or I can pursue legal action in Palm Beach County, where I live and Carrier is conveinently headquarted. 

  I have attached all the relevant files related to this claim herein. 

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

  Business response

  11/16/2023

  Dear *********************,
  
  Thank you for your recent response to the BBB.
  
  We have received the documents you provided and our district service manager has reached out to your service provider, ***********************, to assist in investigating the failures you have been experiencing. *********************** should be contacting you if any next steps are needed.
  
  We will update you directly regarding our decision for reimbursement once the investigation has been completed. Updates will be sent to the email we have file - ******************** Please let me know if there is another contact method you prefer.
  
  Again, we appreciate your patience as we continue to review this matter.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carrier air conditioners were installed on my new house. We closed on the house in August of 2020. In August of 2023, a compressor went bad on one of the units. ********************************************************** llc charged me ******* to repair the unit. They are the original installers of the unit. I lived in ******* for 35 years and only had to replace a compressor once after more than 20 years. There is no way a compressor should fail in less than 3 years. The repair man could only say they dont make them like they used to. That is not acceptable to me. I dont think I should have to pay that much for a defective product. I want Carrier to reimburse me. I have the repair invoice if needed.

  Business response

  11/01/2023

  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: CH14NB02400G, Serial: *********** is a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. Typically, the installer will review with the homeowner opportunities to purchase labor and/or maintenance contracts. I am very sorry if you were not provided with these options at the time of your purchase. I have attached a copy of your warranty card for your records.
  
  Our warranty database indicates the compressor was replaced on 8/25/23. A replacement compressor was provided by Carrier, satisfying the terms of the limited parts warranty.
  
  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

  11/06/2023

   
  Complaint: 20801302
  
  I am rejecting this response because:  The compressor was defective from the factory.  I expect Carrier to pay the entire cost of replacing the defective part.  
  
  Sincerely,
  
  *******************

  Business response

  11/15/2023

  Dear **************,
  
  The warranty Carrier provided on Model: CH14NB02400G Serial: ********** is a 5-year limited parts only 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.
  
  Our database indicates a warranty claim was filed by your dealer for the replacement compressor. Your dealer indicated on the claim that *********** was completed on 8/25/23. 
  
  Per the manufacture warranty, a replacement compressor was provided by Carrier, satisfying the terms of the limited parts only warranty.
  
  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 
  Email: ******************************

  Customer response

  11/15/2023

   
  Complaint: 20801302
  
  I am rejecting this response because:  The compressor Carrier put in the air conditioner they sold me was defective and lasted only two years costing me $2000.00 to repair.  That clearly should not happen and is clearly Carriers fault and they should bear full responsibility for the repair.  Carrier should not hide behind their flimsy warranty policy when they are clearly at fault for putting a defective part in a new air conditioner that was very expensive to repair.  We trusted Carrier and put three of their air conditioners on our new house.  I hope our trust was not misplaced and that Carrier will stand fully behind their product and reimburse us fully for the cost of repairing their defective compressor.  I will not be satisfied until Carrier does the right thing.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Carrier air ********************** installed in my home 7/3/23. I was told that I had a warranty on my purchases. I called today & was told that I only have a parts warranty. The ** is leaking water when on, it soaks the cement, runs over into the neighbors yard and draws snakes to the area. I have spoke with the installer over ****** several times. I reach out again to Carrier for assistance they were very rude & offered no solution after the first person I spoke with said it would be checked for free. This company has not ethics and I want the ** unit checked because its defective and they know it. It is leaking, the puddles of water running down the cement is not condensation. I had a Carrier for 25 years before this unit and no issues. I spent close to $15k on a defective item and was lied to by all involved and I need resolution. I need my money back or the defective unit replaced. Its cause water damage & its a slip and fall hazard. I was told in July 2023 that a technician would come out from another company free of charge. I was told this morning the same thing. Only to get to the escalations department to be told that they cannot help me & that it is my problem. This company needs to be sanctioned & put out of business. Due to lying to the consumer, unethical practices and poor customer support. I reach out to the company this morning 3 times and received 3 different answers and 2 of the 3 reps said too bad, we cant help you. I need my cash back and they can pick up their unit. No one has $15k to give away. I will be filing a lawsuit against all involved. Lastly, the telephone number listed on this site below is not a good contact.

  Business response

  10/26/2023

  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: 25HPB648A0030060 Serial: 3522E14628 is 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.
   
  Our records indicate you called our office on 7/18/2023 regarding water leaking from your system and concerns about the installation. Our senior level representative, gathered information from you and sent your case ******** out to our district service manager to review your concerns. 
  
  Our service manager has noted they spoke with *********************** regarding your concerns. Your service provider advised they installed a filter in the return air grill as you requested. They advised the Furnace is on a new elevated platform in the garage to accommodate new plenum and drain line. They advised they removed the old plenum and confirmed the primary condensate drain line was is installed at the evap coil and furnace. At the time of the visit your dealer documented there was no water around the equipment and stats the condensation is draining out of the drain line as designed. Our service manager also confirmed your dealer had permits and they agreed to leave a copy of the permit at their next visit when they secure any loose bubble wrap insulation on the plenum and ductwork. The dealer was asked to take pictures at their follow up visit and submit them to the district service manager to keep on file. 
  
  August 3rd you emailed in stating you were hearing noises from your ductwork and that your installer has been out several times and stats they needed to go under the house and "cut and replace something". Our representatives asked for a copy of the diagnosis to review and it appears we were provided your original bill of sale and not the current diagnosis. 
  
  In October 2023, or records indicted you called in asking about your warranty and voiced your concerns of on going issues with your installer. Our reps provided a list of Carrier dealers in your dealer for you to contact for a second opinion.  
  
  At this time in order for us to engage our district and territory service managers to investigate again, we will need the following information: 
  
  - Current dealers name and phone number if you are no longer using ***********************. 
  - Date your dealer was last out to your home.  
  -Current and up to date diagnosis '
  
  Once we have received the above information, we would be happy to engage our service managers and determine if your concerns are equipment or installation related and what the next steps are to address your concerns. 

   

  Sincerely, 

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

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this home with a brand new carrier ac unit replaced. After that every year i have been having problems with my air condition. There is always a leak in the unit at the condenser coils. I had it serviced and weld with new freon like every year with receipt of my repairs. I have contact carrier and they have offer me a new condenser coil in 6/14/2021. In 8/24/2022. It leak again and had sure temp air conditioner repair the leak and refeon. They also troubleshoot to see the cause of the problem. Carrier was also contacted and was also troubleshooting why my unit keep failing each and every year and i have spend thousand in repairs for a unit that now have been 5 year old. For a brand new this new shouldn't have happen. Carrier has not addressed my problem. Today, Oct 17, 2023 my unit has failed again. I having a technician coming to fix it again. Now that my warranty has expired on jan 2023 i have this expensive repair bill. This unit has been so unreliable and has been in multiple repairs but still seems to give me problems every single year. I would like this company to stand behind there product and provide me something that is reliable. People buy new units with expectations.

  Customer response

  10/17/2023

  Unit was repaired again today on oct 17, 2023.  There is a leak in the system and now the fan is going bad.

  Business response

  10/19/2023

  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: 24AAA648A003, Serial: 0118E01186) was a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them.
  
  I have reviewed your cases, warranty history and the invoices you provided to us. We engaged the assistance of our district service manager on 8/19/20 and 8/29/22 at the local Carrier distribution center to investigate the leaks and provide technical support to your service providers, Thaos Heating and Air Conditioning and Sure Temp Air Conditioning. The root cause of the leaks for the following dates are as follows:
  
  8/17/20 Leak on the liquid line piping outside of the coil. This is an installation issue that your service provider repaired and not equipment related.
  
  6/14/21 The coil was replaced under warranty by Carrier, satisfying the terms of the warranty.
  
  8/24/22 Leak on the field weld was repaired. This is also an installation issue and not equipment related.
  
  I am very sorry that you are still experiencing problems. If you could please provide us some information regarding the current issue, we can request our district service manager reach back out to your service provider to assist.
  
  - Name and phone number of current service provider
  - *************** ******* tickets
  
  We appreciate your patience as we review this matter.
  
  Sincerely,
  
  ************************* | Senior Customer ******* Specialist | ********************** | ******************************

  Customer response

  10/19/2023

   
  Complaint: 20740864
  
  I am rejecting this response because:  Please see attached document with current diagnosis.  Problem happen twice again after coil replacement.  It leak again and now oil found near the condenser coil and now the motor fan is leaking oil.  Please explain to me why my new unit is giving me problem and problem over and over again.  Shouldn't a new units be reliable for at least the 5 first years?  My current service provider even advised me that is better to get a brand new unit due to all these repair cost and have quoted me with with a new unit.

  Current service provider

  Sure Temp Air Conditioner.

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

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

  Business response

  10/31/2023

  Dear *****************, 
  
  We would like to engage our district service manager to review the past and current coil concerns. In order for us to escalate your case, we will need an up to date/ current diagnosis from Sure Temp. The invoices/ documents provided are all dated 2020,2021 and 2022. We have no updated 2023 service ticket(s). 
  
  If you could please respond back with the date Sure Temp was last out to your home and invoice with the current diagnosis. 
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 

  Customer response

  10/31/2023

   
  Complaint: 20740864
  
  I am rejecting this response because: I have try to reach out to ************************* senior customer service specialist she said she will will return my call last friday and never did.  I have provide the name and phone number of my service provider.  Have you reach out to them? 

  SureTemp Air conditioning

  ************.  They came out and said my the bottom of my condenser coil is leaking and it needs to be replace.  Replacement is approximately $2500.  I was advise to buy another unit to save money in the long run.

  I had a second opinion from Sierra ******* & heating. ***************. They check and verified the oil leak on the bottom of the condenser coil and said i will need another one. He climb up into the attic and found a large leak in the evaporator coil as well.  He also tells me to its just better to replace my air conditioning system.

  I wish Carrier would standup behind their product.   My units is less than 6 years old and went to many repairs. Please be compassionate and stop beating around the ****. Carrier Corporation should have ask me what they can do to make things better.

  I can't continue to going with this carrier unit knowing it will break down on me next year.  I had a decided to go with a completely brand new unit that will be installed this friday.  
  
  *****************

  Business response

  11/08/2023

  Dear *****************,
  
  Thank you for your recent response, I apologize for the delay.
  
  You had spoken with our agent **** on 10/31/23 and she requested you send us a copy of the invoice with the current diagnosis so that we could engage the assistance of our district service manager. They would investigate the failures with your service provider, Sure Temp, to try and establish a root cause of the problem and determine possible solutions. Unfortunately, we never received the requested documents and once the unit is removed, we will not be able to investigate this matter further.
  
  The warranty Carrier provided on (Model: 24AAA648A003, Serial: 0118E01186) was a 5-year limited parts warranty from the date the equipment was installed to the original owner. The manufacturer warranty does not include diagnostic fees,labor, refrigerant, maintenance, etc... A labor warranty may be provided by the installer for a length of time as determined by them. As it stands, your equipment is currently out of warranty.
  
  At Carrier, we do understand a loyal customer is our most valuable asset; consequently, if you are opting to replace your current system with another Carrier unit, we would like to offer you a trade-in concession in the amount of $525. This special one-time offer goes above and beyond our limited warranty commitment.Please provide us with a copy of the invoice once the installation has been completed and we will begin the process of issuing your concession.
  
  Please note that trade-in credits are not applicable for replacement units of competitor brands.
  
  Sincerely,
  
  ************************* | Consumer Liaison Executive Offices | International Comfort Products | ******************************

  Customer response

  11/09/2023

  I have replaced a brand new unit of a different manufacturer on nov 2, 2023.   The receipt is attached below.  I would hope carrier would do what is right.  My unit is less than 6 years old. Now needing a new one.

  Customer response

  11/15/2023

  I have replaced a brand new unit of a different manufacturer on nov 2, 2023.   The receipt is attached below.  I would hope carrier would do what is right.  My unit is less than 6 years old. Now needing a new one.

  Business response

  11/16/2023

  Dear *****************,
  
  Thank you for your recent response to the BBB.
  
  I am sorry to learn that you opted to replace your equipment before Carrier was given the opportunity to investigate your part availability concern. You indicated you replaced your prior Carrier unit with a competitor brand.Unfortunately, we have no other alternative but to decline your request for compensation or concession towards the purchase of your competitor equipment.
  
  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, if you would like to provide the prior requested documentation, our management review board would be happy to review your case and consider if there is any other compensation we can provide.
  
  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

  11/16/2023

  No resolution provided.  A new unit was replaced completely out of pocket.

  Customer response

  11/16/2023

   
  No resolution provided.  A new unit was replaced completely out of pocket.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid to install a Carrier 2.5 ton air conditioning condenser unit on January 25, 2019, (Model: CA13NA030NGADBA, Serial #***********, along with it a Carrier Coil (Model: CNPVP2414ALAAAAA, SN: 4518X88197), and paid $2,550.00 for both. In early September, 2023, the coil failed on the unit (as diagnosed by A/C technicians at AAA and Blue Sky HVAC), and since it is covered under a 5-year warranty, (that I completed the Product Registration for on 1/30/2019), I directly contacted Carrier to arrange for a replacement. I was told by Carrier that the coil part would not be available for **** months plus, and that they could not even guarantee that timeframe. The Carrier representative told me that they were not able to expedite the coil, or order it as a priority. So with no end in sight to the September heat in Colorado, I decided to replace the unit since there was complete uncertainty as to when we could get a coil replacement, and paid over $6,000 to replace the unit. I was told by both AAA and Blue Sky HVAC that Carrier has stopped making these coils, and prefers that homeowners simply pay to replace their complete units to drive sales, and in my opinion I agree with them due to Carrier's indifference to my situation. I then followed up with Carrier directly on requesting reimbursement for the market value of the coil assembly that they are unable to provide in a timely fashion since it was covered under their 5-year warranty - they responded back on October 9th saying that "...Since this unit has been replaced there would be no way to put in a warranty claim for reimbursement of that part." This response is totally unacceptable, because I wouldn't have replaced my unit (for over $6,000 in today's prices!), if they could have given me a reasonable timeframe for replacement of the coil. Carrier clearly doesn't stand behind the quality of their products, or their promise of a 5-year warranty. So I request reimbursement of the market value of the coil.

  Business response

  10/13/2023

  Dear ******* Sunset, 
  
  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: CA13NA030BNGADBA / CNPVP2414ALAAAAA Serial: ********** / ********** was a limited parts only warranty from the date the equipment was installed. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them.
  
  We are sorry to hear your dealer was unable to source your replacement coil locally. Our records show you previously contacted out department on 9/7/2023 and out representative advised your warranty for model CA13NA030BNGADBA and expressed the warranty is for parts only and did not cover service, labor or refrigerant and suggested you speak with your dealer to discuss pricing. Our records also indicate you emailed out office on 10/5/2023 and our senior level representative advised Carrier has a procedure in place to investigate back ordered parts and expedites those back ordered parts with the supplier. 
  
  Unfortunately, Carrier was never given the opportunity to investigate your back ordered coil, prior to replacing your system.  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.
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

  Customer response

  10/17/2023

   
  Complaint: 20718866
  
  I am rejecting this response because:  we did not request reimbursement for anything but the coil at market value that they could not provide in a timely manner, in fact, they couldnt even give us a date that we could expect a new coil by.  Their response that our request is invalid because we didnt give them a chance to investigate the availability of the part further is ridiculous - they had every opportunity to investigate further when we first made them aware of the failed coil, and they chose not to escalate our issue.  This forced us to take action, and choose another supplier, because they didnt honor their 5-year warranty in any kind of timely fashion.  To be clear, we are not asking to be reimbursed for labor, refrigerant, or any other fees associated with the replacement, just fair compensation for the market value of the coil part itself.  Any customer-focused business that offers a five year warranty on parts should show that they honor their commitments to customers, and be willing to satisfy their customers for their failure to supply the parts needed to keep their products functioning within specifications.
  
  Sincerely,
  
  *********************

  Business response

  10/26/2023

  
  Dear *********************, 
  
  Again, we are sorry to hear of the problems you have experienced with your equipment. 
  
  Our records indicate on 10/9/2023 our senior rep advised we have a team in place that researches back ordered parts and expedites the order. At that time, you advised the unit had already been replaced, therefore Carrier was not given the opportunity to investigate or expedite the back ordered part.
  
  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, if you can provide documentation/invoice from your dealer showing their diagnosis of what part was needed and the replacement of your system due to the part being back ordered, we will review the documents and consider if we can provide any financial assistance beyond the part only warranty. 
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

  Customer response

  10/27/2023

   
  Complaint: 20718866
  
  I am rejecting this response because their executive office representative only committed to "review" the additional documents and "consider" if they will provide any financial assistance.  What I'm attaching today in the response are the additional bits of information they requested:  1.) Copy of the invoice for $89 estimate and photos they took including the readings from the condenser unit that prove that the coil failed, and 2.) Copy of the Blue Sky invoice for the full amount of the replacement of the failed coil/condenser unit that totaled more than $6,000.  Again, we are requesting full reimbursement for the market value of the coil only, along with the reasonable cost of labor and consumables to replace it, as Carrier could not supply it any kind of timely fashion, and in fact couldn't give us any kind of timeline, despite its being covered in the 5 year warranty.  Carrier chose not to escalate the situation at the time we called for assistance, and that's just not good customer service or care.
  
  Sincerely,
  
  *********************

  Customer response

  12/12/2023

  Dear Better Business Bureau,

  I am happy to report that Carrier Corporation did indeed provide a small level of compensation* for the factory selling cost of the failed AC replacement coil, since they couldn't provide the part itself to repair my Carrier unit in a timely fashion.  I just received the check today.  Carrier's Executive Offices Consumer Liaison assured that our message was received by their executives.  Of course, the greatly preferred resolution would have been immediate escalation and part availability to repair the Carrier unit that we had, but this recognition by Carrier of the situation that they put us in at least shows me that they listened to me.  I now consider this matter closed.

  *The factory selling cost of a replacement coil is about 1/10th of the ******************************************************************************* 2018.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On about 2-1-23, I paid for a new air conditioning unit and all duct work inside my home. My new Carrier AC Unit was installed, and all duct work was replaced in my home. Within weeks I noticed the heat did not work at all. After several service calls by ********************* in ******, ********** (Installers) the heat still does not work! I filed a complaint with Carrier ************************ on April 22, 2023 due to no heat. Carrier Air Conditioning and ********************* have clearly sold me a defective Air Conditioning Unit and I want it replaced. In addition, the new duct work installed has major leaks. ********************* of ******, ********** repeatedly assured me that the duct work passed the leak check when installed, but after continued complaints, it was determined that the leak check had FAILED! They performed a smoke test and sealed leaks in about July, 2023, but the duct work continues to leak. Outside smoke, paint fumes, exhausts and other toxic fumes are entering my home via the duct work constantly. This is a major safety concern and is life threatening!

  Business response

  10/02/2023

  Dear *************************,
  
  Thank you for reaching out to us. 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: 48VGUE300403-TP, 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... A labor warranty may be provided by the installer for a length of time as determined by them.
  
  I am very sorry for the problems you are having presently; however, the issue youre experiencing with the ductwork is due to the installation and outside of the control of the equipment manufacturer. We would advise continuing to work with Modern Air directly to find a solution to the leaks.
  
  I have reached out to our district service manager at the local Carrier distribution center to help assist Modern Air in determining a root cause of the heating issue. Once a determination has been made or if any next steps are needed, Modern Air will reach out to your directly with an update. If you are not contacted within 3-5 business days, please reach back out to our customer service center as we get updates on our end as well.
  
  We appreciate your patience as we review this matter.
  
  Sincerely,
  
  *************************
  *********************** Specialist
  **********************
  Email: ******************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Totally unacceptable. I live in south ***** my AC unit broke Sunday 09/03 on Monday the technician came and determine it was the coil. He called Carrier and was told my machine was under warranty and the coil would be replaced for free they told us the coil would be here by Thursday 09/07 it now Monday 09/11 and the coil is still not here, my wife and I have been staying at a local hotel, now for 7 nights and only god knows how many more. ****** learned, do NOT buy anything that says CARRIER on it.

  Business response

  09/14/2023

  Dear *******************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The evaporator coil in question was ordered by your service provider through their local distributor.  As the manufacturer, part orders are not visible to us as they are handled on a local level. 
  
  I have obtained the order information you provided on our customer relations case ********. I have reached out to the local distributor Carrier Enterprise South ***** in San ******* to obtain the internal purchase order they would have placed with our factory. 
  
  As soon as I receive the purchase order, I will reach out to our expedite team and have them make contact with our supplier to confirm our best possible ship date for an emergency situation. Once I have received the suppliers ship date, I will follow up with you directly. 
  
  In the meantime, while I wait for the internal purchase order, I have escalated your case out to the district service manager at Carrier Enterprise and asked them to look into alternative options as we work to expedite your replacement coil. 
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a new conventional Air Conditioning System from Global *********** on 08/16/2021. 4 Months later (12/26/21)the new ** System starting having issues with the compressor. Global Air came to my house and installed 3 different type of compressors in one day. The first two new compressors wouldn't work, till they made the 3rd one work. On April 13,2022 The ** encounter the same issue once more. From Aril 13, 2022 I did not have a functional system till 6/9/2022. I had to manually turn off & on. On 6/9/22 Global Air installed a new condenser (outdoor unit) On 6/17/2022 The ac unit encounter the same exact issue again. Global Air send a tech on 6/18/22 and replace a compatible indoor thermostat, this was supposed to fix the issue with new unit. On 6/21/23 the same issue continued. This time I called a different company to try and fix the issue. I had to pay $2500.00 for labor & $500.00 to expedite the compressor and had to ac for a week. Attached is evaluation from new ac company.

  Business response

  09/19/2023

  Dear ******** ***************************** *******,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of the original and replacement equipment
  - Installation date of the original and replacement equipment
  - Address and phone number of installer
  - Address and phone number of current servicer
  - Maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  *************************
  *********************** Specialist
  **********************
  Email: ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩