Carrier unit sold to us 3 years ago has had repeated problems. Fan motor had to be replaced and compressor. We believe we were sold a lemon.
Our chief complaint is the carrier ac unit sold to us has been defective from day one or either the service technicians work caused the fan motor and compressor to go out. We have been paying this company to service our unit from day one and they are the only ones who have serviced it. However on more than 1 occasion we have experienced technicians adding too much refrigerant as well as too little refrigerant...these are words from the technicians themselves. The owner had to come out when the fan motor needed to be replaced. We were told then that sometimes it's just a bad unit. Then our compressor goes out and now they charge us almost $800 in labor to replace. We believe we deserve a new unit as it is unreasonable to incur so much cost on a new unit. The owner refused it show for appointment. We want to be refunded the labor costs and we want a new unit. We were sold defective equipment.
Replace entire unit at company's expense to include equipment and labor. Refund 800 dollars for labor and service call fees that have resulted from being sold a lemon.
Customer purchased a out door unit on 5/26/2011,
customer wanted to use existing indoor system,
quote stated 1 yr labor 10 yr. parts (unit comes with 5 yr parts, but when we register it online it increases to 10 yr. and we did register equipment).
I have been a Carrier dealer for 30 years, and any equipment issues are issued as bulletins, we have had no issues with this unit model.
we have maintained their system since installing outdoor unit, we do a diagnostic sheet on every call for track record of unit operation.
on 12/5/2013 customer called and said unit was making a loud noise, we went out and found condenser fan motor had failed this is usually due to a voltage surge (if a motor is bad from the factory it will go out within a few weeks), this was 2 years and 6 months after installation,
we only charged 160.00 or 1.5 hours,
I did not charge (normal cost is 109.00 diagnostic and 218.00 for 2 hours for in warranty replacement,we had to pick up motor install and turn back in for warranty per manufactures policy,manufacture only covers part)
I did not go out when fan motor went out, I went when ***** said there was a noise, but not all the time, we went through several tests and found a hard start kit bad, we replaced at no cost to home owner.
on 9/9/2014 customer called said unit wasn't cooling, rather than charging a diagnostic set up for fall service, replaced filter, found condenser unit plugged with cottonwood restricting air flow to condenser, cleaned inside and out, Pressures and temperatures were off, next day customer called cursing staff, when we went out we found temp split minimal, went through pump down procedure and found compressor to have intermittent weak internal relief, giving variable readings.
I talked to ***** and told him of the problem, he approved the replacement of compressor for 550.00
this covers labor reclaiming freon, replacing liquid line drier, pulling vacuum on unit, charging to factory specifications.
( my flat rate book price for this job is $918.00 for in warranty compressor change out,+ 115.00 freon reclaim, and 115.00 pull system vacuum).
In conclusion, I feel we have been more than fair, and have gone above what our original contract had outlined, if unit was a lemon, it would have had problems in first year.
I have contacted Carrier on this matter, they will honer the warranties as I have, but the history is not that of a lemon, but of a power surge that caused issues with unit. I have done everything in my power to satisfy the customer, as I always will.
they did not spend 800.00 in labor as stated, that was service agreement and and 4" pleated filtration.
I do have all the records and would like to present them so to correct this misdirected wrong.
I am just trying to promptly take care of my customers as my record shows.