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Consumer Complaints

BBB Accredited Business since 03/01/1963

Carrier Enterprise LLC

Phone: (704) 394-7311

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
07/14/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Failure of equipment under the warranty period and follow up service on said items.
This complaint involves over 30 units with multpile serial numbers and model types of Etac Air conditioning units.After several phone calls and numerous emails the desired result of haveing all the units either replaced or fixed has not been achieved. We have paid out over $2000.00 cash to have units fixed that were still under warranty, due to the extreme delays in getting anyone out to fix anything. We have lost thousands in room sales due to A.c units being down or going out while a guest was in them. To date nothing has been fixed by this company to cover there warranty we have paid to have units fixed. In there defense especialy in regards to Steve Parker he has dispatched a local Ac company however all they accomplished was a waste of our time.Nothing was fixed We have recived 6 new units in lieu of of some bad units. however we still have in the area of some 20 plus underperforming units.

Desired Settlement
Either replace the poor performing units or repair at there expense in a timely manor we have allready lost to much time and money on something that shouldve been resolved in a matter of a few days but has been going on months now.

Business Response
The customer who filed this complaint has been a customer of ours for the past two years. He owns and operates several properties where we have installed equipment. The property and issue in question has all equipment installed in it, of which he has received two years of beneficial use. His complaint is that he has several units not cooling properly and others have defective in-warranty parts.

Our issues of disagreement are:
We are the product distributor. This owner expects us preform general maintenance and service work on all his units. That is not our responsibility.
The owner refuses to follow the guidelines set forth in the Installation and Operating Instructions
The owner has continually resisted contracting a local service company for help him with common maintenance and repairs
There are units which *** have warranty problems, but the owner resist using our warranty process to gain remedy
Some units have operational problems due to lack of general preventative maintenance and cleaning
Some of the units are installed incorrectly, causing operational problems and nuisance shut downs
Other units cycle off on safeties due to improper installation and maintenance
In general, this owner refuses to follow our direction and recommendations on how to fix his equipment, preform reasonable general maintenance, or use our warranty process.

To compound the problems, this owner confuses and mixes the problems from his several other properties with those issues at the property in question. His other properties have a mix of our equipment and other manufacturers products, which we have no responsibility for in any way.
To our credit we have done the following:
*** 2014, at no charge to the customer, we sent six (6) new units to him to remedy problems in key parts of his property.
On 6/6/2014, we dispatched our warranty service to perform a survey on the condition and status of the units. The results of that report were shared with the owner on 6/25/2014. In general the report noted some warranty issues, but it mainly pointed out several maintenance and installation deficiencies on that site.
We made a site visit on 6/30/2014 to observe firsthand what problems they have been experienced. We found a small number of units that *** have warranty issues. On all the rest of the units we observed deficiencies in preventive maintenance effecting unit operation and improper installation causing other site problems and water leaks.
On our site visit, we discovered that the owner has hired a maintenance contractor to work on his units. While there, we shared detailed information on the units and their maintenance.
We have committed to the owner that we will take care of any warranty issues they uncover.
Through this ordeal, we have maintained regular contact with this owner on the progress of his repairs.

During our site visit and after the owner preformed some unit cleaning and general maintenance, we found that the number of units in the complaint has shrunk to a much smaller quantity

Industry Comparison| Chart

Air Conditioning Contractors & Systems, Heating & Air Conditioning

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.