ComplaintsforDavid Gray Heating and Air

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this Carrier unit on July 18, 2018 confident that it would meet my expectation which was an acceptable level of sound for many years. This unit is far from it. Furthermore, it doesn't come close to product specifications as advertised on the Carrier website. For my unit, ************, it indicates "sound as low as 72db." My condensing unit has never been lower than 80db since day 1. I noticed the volume no better than the 19 year old unit it replaced. In my opinion, this is fraudulent advertising if Carrier and its' dealer think that my unit currently at 90db is anywhere near advertised. Improper installation, defective equipment, combination of both? Maybe Carrier should figure this out with installer to decide if my unit is a lemon? I don't know because I'm not an HVAC specialist, but I do know that equipment should perform as advertised otherwise it is fraudulent advertising. Attachments include: product specification sheet, product registration, limited warranty showing 10 years of coverage.

  Business response

  11/22/2022

   

  From: ***** **** <*************************>
  Sent: Tuesday, November 22, 2022 10:55 AM
  To: Info <*****************>
  Cc: ******* ****** <***************************>; ***** **** <*************************>
  Subject: ********

   

  Good morning,

   

  We wanted to address the attached complaint letter we received in regards to *** *******. The Service Manager for Heating & Air, *******, will reach out to *** ******* and see if we can address his concerns. We have been performing preventive maintenance on the unit since it was installed and we don’t have any notes on the invoices that states he was having an issue nor did we find a problem when we were servicing his unit. We were out last on January 13, 2022 for his routine preventative maintenance and didn’t see any issues with the unit. We would like to understand from *** ******* how he measured the decibels himself to determine it doesn’t meet specifications.

   

  Would you like us to keep the BBB informed on what we discover after inspecting the unit?

   

  Thank you,

   

   

  ***** ****

  Human Resources & Compliance Manager

   

   

  Main - ************

  Direct – ************

  Email – *************************

  Customer response

  11/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. To answer *****'s question as to how I measured the decibels coming from this unit, I used an application for my iphone called ******* *****, downloaded  from app store. I attached  Carrier specifications sheet that claims "sound as low as 72db." My unit has NEVER since day one had sound level this low as Carrier specs indicate.  But certainly, company can check it out for themselves if they feel I am dreaming all of this up.

  Regards,

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

   

*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. ↩