Complaints

This profile includes complaints for Carrier Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carrier Corporation

  13995 Pasteur Blvd Palm Beach Gardens, FL 33418-7231

• 

  Carrier Corporation

  4669 Crossroads Industrial Dr Hazelwood, MO 63044-2461

• 

  Carrier Corporation

  88 Stonesthrow Dr. Alexandria, OH 43001

• 

  Carrier of North Texas

  3234 Clay Ave Waco, TX 76711

• 

  Carrier Building Systems

  100 Southbelt Industrial Dr Houston, TX 77047

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are on our second unit the first one was problems from almost the start with it locking out. We have had tongs heating in tiffin oh that put that unit in. So after not getting the problem solved we decided to try another company so we called **** Gain in ********** ****. They tried everything and told us to get a new unit. So we spent $11230 dollars on another infinity heat pump - smart heating and cooling unit. And we have nothing but the same problem with this unit they have tried everything to figure out the problem to no avail. We cannot go through this problem anymore we are elderly on a fixed income and shouldnt have to go through this. We would really like some help. We feel should also be compensated for some money back from the first unit and suffering because of having to go through 100 degree days with no air and no heat in the winter.

  Business Response

  Date: 06/26/2025

  Dear **** ******, 
  
  Thank you for contacting the Carrier through the Better Business Bureau They have reviewed your file and asked that I respond. 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 annual maintenance, to give many years of good service.
  
  In order for us to properly review your case we will require some additional information: 
  
  - Model & Serial numbers for the newly installed equipment
  - Installation date of the equipment
  - Company name and phone number of installer
  - Current diagnosis/ issues your equipment is experiencing
  
  Once we have received the above information, we will ask our distributor service manager as well as our Carrier Territory Service Manager to contact your installer and assist with determine the root cause of your equipment concerns and work towards a resolution. 
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ********************************************************
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Carrier **** unit in January of 2025, and it has broken three times in the past 5 months. I have had several days and nights with no a/c in hundred degree heat in ******* due to this defective unit. First, it came with a broken pan in the interior of the unit. It took my **** company three trips and many hot nights to figure out the problem. Then another issue occurred, now a transformer(?) fried, and burned wires with it. It sounds like the defective unit could have burned down my home. I had several more hot nights while they figured out the problem and ordered the part. I have also missed many, many days of work waiting for the **** tech. I have tried to contact Carrier but just received sympathy but no action. I want this unit removed from my home. It is a lemon and is defective.

  Business Response

  Date: 06/26/2025

  Dear ********* *****,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  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: GH5SAN44800A, Serial: ********** & Model: FJ4DNXC48L00, 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 length of time as determined by them. I have attached a copy of your warranty card for your records.
  
  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.
  
  Your case was escalated to our distributor service manager on 6/18/2025 with a request to contact your installer, ******************************, to offer factory support with any issues you might be experiencing. Bold City Heating and ******** confirmed that a cracked drain pan and float switch have been replaced. Parts and labor warranties are offered by the manufacturer and installing contractor to ensure any defected parts or installation issues can be addressed within the first year of operation. Exceptions to the warranty coverage are made on a case-by-case basis in the event of extenuating circumstances that would warrant an exception. In this case no extenuating circumstances exist, as your service history does indicate any major or repeat failures.
  
  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 Answer

  Date: 07/03/2025

   
  Complaint: 23473814
  
  I am rejecting this response because: you failed to address the third time the unit broke, which was the subject of this complaint.  Yes, in the first five months since I purchased this brand new carrier product two parts broke: the drain pain, which was broken when it was installed at the factory, and the float switch.  However, my complaint was about the third part that broke.  The transformer broke and fried some wires attached to it, which could have burned my house down.  You know about that broken part because the installer had to get it from you. So, that is three parts broken in 5 months of owning a carrier product.  I have also gone at least 10 nights with no air conditioning in *******, and missed many days of work while the unit was being diagnosed, then fixed. You must be so proud of your product. You spend a lot of time talking about the service warranty by the company that installed your defective product. That warranty is only good for 12 months from the date of the install.  Then I guess all of the days that it takes to fix your piece of junk product will be on me.  Carrier used to be a good product, now everyone I tell about my horrible experience has their own horror stories. I am extremely disappointed that you dont stand behind your terrible product.  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 07/09/2025

  Dear ********* *****,
  
  Thank you for your response.
  
  Please keep in mind there are many factors beyond the control of the manufacturer that can cause a transformer to fail. Such factors include power surges, overheating, loose connections, and excessive current. Please be sure your dealer is connecting with their technical support team at their local distributor to ensure the root cause of the failure has been properly identified and addressed. Some circumstances might result in the need for additional surge protection or other accessories to protect your system.
  
  We understand that the 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, I have included a $250.00 voucher. This voucher can be applied toward the purchase of any necessary accessories, replacement parts, service or annual maintenance. Please be sure to mention the voucher to your dealer prior to scheduling your service.
  
  We appreciate you taking the time to reach out to us regarding your experience.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23473814
  
  I am rejecting this response because: I purchased a new Carrier unit 7 months ago and, as I stated multiple times, it has broken several times in the first few months I owned it.  I have had to miss several days of work, and have had several sleepless nights in a ninety degree house.  I ask you to stand behind your product and swap out the lemon you sold me;  but you are only willing to stand behind $250 out of the $10,000 that I paid.  That should tell your customers everything they need to know. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am contacting about ******/Carrier outdoor Ac unit I have been in contact with several customer relations representative for the past year about warranty work on my outdoor unit I was given lists of names and numbers to call for Carrier/****** registered repair companies and nobody services ********** I am an disabled veteran and only looking for have my warranty honored but was also told that if I use someone outside of the list they gave me they could void my warranty all together can someone please help me with a suitable resolution.

  Business Response

  Date: 06/16/2025

  Dear German *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.On behalf of ******, I am very sorry to learn of the problems you have experienced with your equipment and locating an authorized dealer in your area.
  
  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.
  
  As it stands, we do not govern a dealers business practices and are unable to force any dealer to perform service if they choose not to. In these instances, we suggest contacting your installing dealer to proceed with warranty repairs.
  
  I have included another list of ****** dealers within a 50-mile radius of your zip code:
  
  ***** MECHANICAL - ************
  All Seasons Heating and Cooling - ************
  A 1 AMERICAN - ************
  ********* Insulation & ******* - ************
  Heritage Heating and AC - ************
  
  The warranty Carrier provided on (Model: BA14NA04800G, 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 length of time as determined by them. I have attached a copy of your warranty card for your records.
  
  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 are responsible for any additional charges associated with the repair of your unit.
  
  If you are still unable to locate a dealer, I will ask that you provide me with an itemized quote from the non-authorized dealer for review. Our ****** *********************** will review the charges and determine your eligibility for reimbursement of the warranty part only as a one-time good will gesture. The offer will be subject to change and is contingent on a paid itemized invoice once the repair is complete.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new build home with Carrier AC units. 2 years and 7 months later our fan motor went out. Carrier said the unit is under a 10 Year warranty for only the parts no labor. Well I have been trying to get multiple companies that are on their list to help because no one wants to deal with them and their warranty.I finally got an hvac company to look into the issue and the pasting one back order for over 150 days. Carrier is not talking to me after multiple Attempts stating their distribution will only speak with the **** company doing the repair. Were in summer months and I cant wait 150 days for the part. I asked for a temporary until the part arrives. Carrier apparently approved a cheaper part to be installed permanently and will not cover the cost of the installation once the proper part arrives. So they want me to pay $465 x2 just to have my actual part installed that they have on back order. Carrier is a cheap product and companies dont like working with them because their service is also garbage. So sad that their low quality products have this issue a little after 2 years then want customers to approve a ln even lower grade model replacement permanently. This is not okay and homeowners need to be aware of how they treat their customers and their poor customer service. Id like a replacement sod my actual part that went bad and a refund for what I had to pay for a temporary.

  Business Response

  Date: 06/13/2025

  Dear ****** *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.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.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment
  - Installation date of the equipment
  - Name and phone number of installer
  - Name and phone number of current servicer
  - Current diagnosis
  - Maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer Answer

  Date: 06/17/2025

  Please find the attached items which were requested by the business. In addition to their questions.
  Home was purchased brand new from the Builder at the end of October 2022. Within the first year the installer was out a couple times with the builder so we do not have documentation of these visits. 
  We are extremely dissatisfied with the quality and service Carrier says they stand by. Our unit was rarely used so for the fan motor to go out so quickly it tells me there was a defect or issue with the fan at the start. It was not easy finding an ********** to come out since the unit is still under a 10 year warranty. Hvac repair and installers listed on the Carrier website did not want to come out and work on a warrantied unit. 
  
  We finally had Hi Tech Heating and Air come out to replace the fan motor. First I was told the fan was on a 150 plus days back order. I let them know this is not acceptable since we are hitting our hot summer months. Hi Tech showed up and installed another unit that Carrier approved as a permanent fix. The fan installed is not the exact same item the unit came with. I was not okay with having a different fan placed in the unit as a permanent fix since I paid for this upscale unit and would like for all the parts to remain the same.  They stated I would need to pay another install fee since the fan is on backorder. Originally Hi tech charged me $465 to install the new fan and after finding out that that was highway robbery from ******* I approached them in which they refunded $265. 
  I do not like the way I have been treated by Carrier staff and warranty department. If they stand by their product they should find out why the unit went out after such little use in 2.5 years. I refuse to pay another install once the original motor is in due to Carriers service, inefficiency and poor quality.
  If there is anything else needed please let us know.

  Customer Answer

  Date: 06/26/2025

  Date Sent: 6/17/2025 3:50:12 PM
  Please find the attached items which were requested by the business. In addition to their questions.
  Home was purchased brand new from the Builder at the end of October 2022. Within the first year the installer was out a couple times with the builder so we do not have documentation of these visits. 
  We are extremely dissatisfied with the quality and service Carrier says they stand by. Our unit was rarely used so for the fan motor to go out so quickly it tells me there was a defect or issue with the fan at the start. It was not easy finding an ********** to come out since the unit is still under a 10 year warranty. Hvac repair and installers listed on the Carrier website did not want to come out and work on a warrantied unit. 
  
  We finally had Hi Tech Heating and Air come out to replace the fan motor. First I was told the fan was on a 150 plus days back order. I let them know this is not acceptable since we are hitting our hot summer months. Hi Tech showed up and installed another unit that Carrier approved as a permanent fix. The fan installed is not the exact same item the unit came with. I was not okay with having a different fan placed in the unit as a permanent fix since I paid for this upscale unit and would like for all the parts to remain the same.  They stated I would need to pay another install fee since the fan is on backorder. Originally Hi tech charged me $465 to install the new fan and after finding out that that was highway robbery from Hi Tech I approached them in which they refunded $265. 
  I do not like the way I have been treated by Carrier staff and warranty department. If they stand by their product they should find out why the unit went out after such little use in 2.5 years. I refuse to pay another install once the original motor is in due to Carriers service, inefficiency and poor quality.
  If there is anything else needed please let us know.

  Business Response

  Date: 07/09/2025

  Dear ****** *******,
  
  Thank you for your response.
  
  Unfortunately, I do not see any attachments provided with your response and I am unable to pull up your equipment information because your units do not seem to be registered. If you could please provide me with the serial numbers to all of your units, as well as closing documents to confirm the date of closing on your home, I will have our warranty departments register your equipment and grant you the enhanced 10-year parts warranty.
  
  Additionally, if you could please provide me with the following information, our *********************** can then review your concerns pertaining to your recent repair:
  
  - Installation date of the equipment
  - Name and phone number of installer
  - Name and phone number of current servicer
  - Maintenance and service documents for previous repairs
  
  For a faster response time, you can email this information directly to our review board at ****************************** and reference case # ******** in the subject line.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ******************************
  

  Customer Answer

  Date: 07/10/2025

  Can someone please call me not email. I sent attachments to a different email that was provided to me from bbb because I was unable to attach them here and Carrier is stating they didnt receive anything which BBB has the info so I want to know why the info wasnt sent to them with the attachments? I can be reached at ************. Thanks

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23456768
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/18/2025

  Dear ****** *******,
  
  Thank you for your response and he requested information.
  
  The warranty Carrier provided on (Model: CA16NW06100G, 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... I have attached a copy of your warranty card for your records.
  
  In 2009, as an incentive to encourage our customers to register their equipment, we would provide an additional five-year warranty enhancement should you purchase equipment using Puron (R410a) refrigerant, have the equipment installed in an owner-occupied residential dwelling and register the eligible equipment within 90 days from the date the equipment was installed (or date of closing for new builds). The warranty enhancement would be provided to only the original owner of the equipment, and any subsequent owner(s) would receive the original 5-year parts warranty coverage.
  
  Unfortunately, your unit was never registered and still retains the original 5-year warranty. Since warranty coverage is a legal and binding agreement, we will need a copy of your closing documents to confirm the date of closing on your new home and update the dates in our warranty system. Once this is done, we will grant the enhanced 10-year warranty on this unit and our warranty department will send you confirmation email.
  
  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 beyond the first year of labor coverage. 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 are 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; therefore, I have attached a one-time goodwill voucher in the amount of $250.00 to cover the remaining cost of the initial repair. The voucher can be applied toward the initial repair, or any follow up repairs that are needed. Please note that this special one-time offer goes above and beyond our limited warranty commitment and will not be offered again for any future services.
  
  We appreciate your cooperation.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Carrier for their failure to provide crucial product safety information in a timely manner. Despite repeated requests, I have been denied access to a critical part number (for a fused wire harness) that is essential to ensure the safe operation of my fan motorparticularly in light of a known recall due to fire risks.Carrier failed to notify me about this recall, and I only discovered it independently after two months. When I contacted Carrier representatives to obtain the part number for the required safety repair, I encountered evasiveness and secrecy, with no satisfactory explanation or resolution.Because of Carriers lack of transparency and failure to notify me, I incurred significant expenses to hire people and source parts that would have been unnecessary had I been properly informed of the recall. I expect Carrier to provide full compensation for these associated *********** requests for safety-related information have been ignored or met with vague responses. The withholding of safety-related information not only endangers my familys well-being but also violates my consumer rights. This conduct is unacceptable for a company responsible for ensuring the safety of its products.I expect Carrier to:Provide the specific part number for the fused wire harness that addresses the fire risk recall.Clearly communicate all safety-related information pertaining to this repair.Compensate me for all associated expenses incurred because of this recall and the subsequent repairs.Acknowledge and correct the failure to notify me about the recall promptly.If Carrier does not resolve this matter immediately, I will pursue additional avenues to ensure accountability, including consumer advocacy in major news outlets.I request the BBBs assistance in resolving this urgent safety issue, ensuring Carrier provides the information I need, and compensates me for my expenses.Sincerely,****** *******

  Business Response

  Date: 06/20/2025

  Dear ****** *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.On behalf of Carrier, I am very sorry to learn of the problems you have experienced.
  
  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.
  
  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.
  
  Product registration information is located on the warranty card provided to you at the time of purchase. Registering your equipment alerts the manufacturer of where the equipment is installed and ensures homeowners receive updates on recalls, reworks and other important and necessary equipment information. Unfortunately,your equipment was never registered; therefore, we were unable to notify you directly of the ********* Intermediate Harness Mandatory Rework.
  
  Bulletin alerts are also sent to our authorized distributor and dealer network in the event that a recall is issued, or a rework is required. If the equipment is not registered and we are unable to alert the homeowner directly, it is then the installer and/or servicing dealers responsibility to inform the homeowner of the update. We encourage our customers to have annual maintenance performed by an authorized licensed HVAC technician to ensure these issues are addressed and their equipment is running safely and efficiently.
  
  As we discussed, I did reach out to our local distributor service manager and requested they provide the necessary part number and direction for the ********* Intermediate Harness Mandatory Rework to your servicing dealer, as he is not Carrier Authorized and was having issues obtaining the information from the distributor. I received an update from our distributor service manager on 6/10/2025 stating they provided your dealer with the part number for the wiring harness rework and explained that that you were never notified because the unit was never registered with Carrier.
  
  If you could please provide me with a paid itemized invoice for the service, I will have our *********************** review the charges and determine your eligibility for reimbursement for the ********* Intermediate Harness Mandatory Rework.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23450120
  
  I am rejecting this response because:

  Dear BBB,

  Thank you again for facilitating this ongoing matter.

  I have attached a summary of expenses and supporting invoices resulting from Carriers failure to inform me of a known safety recall involving the fan motor and in-line fuse harness, despite my direct outreach and provision of my units model number.

  This issue is not simply a missed registration. I contacted Carrier months ago and clearly described the symptoms and model number. Despite this, I was repeatedly denied access to the critical part number and received no mention of the recall. That lack of disclosure directly caused delays, misdiagnoses, and multiple failed repairs, all of which could have been avoided had Carrier acted transparently.

  Because Carrier did not fulfill their safety communication obligations, I was forced to:

  Hire three separate HVAC professionals, including Citys Choice Comfort Air and Empower Home Comfort, to diagnose the issue.
  Replace the main control board twice, first through Appliance Factory Parts, and again through Encompass, after the defective fan motor shorted the new board.
  Purchase a Carrier inverter board at significant cost to restore system function, again from this short.
  Order two in-line fuse harnesses due to delayed disclosure of the recalled part.
  Buy a replacement fan motor, which required international shipping and would have been unnecessary had the recall been disclosed promptly.
  Incur shipping charges, diagnostic fees, and emergency labor costs under time pressure as summer cooling became urgent.
  

  I would especially like to highlight the efforts of *****, the third ********** involved. *****:

  Has been to my home multiple times.
  Has spent hours on the phone with Carrier, trying to obtain basic part information.
  Was often ignored or given delayed responses, despite clearly referencing the model and failure symptoms.
  Does not live at my residence nor work for Carrier, yet was forced to chase down information Carrier should have disclosed.
  Will most likely issue a final bill exceeding $1,000, which reflects repeated service calls due solely to Carriers lack of transparency.

  Carriers attempt to shift responsibility onto ***** or other independent service providers is unacceptable. The root issue remains: Carrier failed to disclose a known safety recall despite being given the model number directly.
  

  Updated Expense Breakdown:
  

  Date Description Amount

  Apr 4, 2025 Citys Choice Comfort Air Diagnostic $120.00
  Apr 4, 2025 Empower Home Comfort Full System Evaluation $168.37
  Apr 4, 2025 ******************************************* $162.73
  May 2, 2025 ***************************************** $148.20
  May 7, 2025 ************** (Carrier OEM, incl. tax & fees) $823.75
  Jun 3, 2025 *************** international order, incl. tax & shipping) $302.40
  Jun 7, 2025 Technical Hot & Cold 2x In-Line Fuse Harness + Shipping $43.26
  Total $1,768.71
  
  The full invoices are attached. I will forward *****s invoice once received and request that Carrier:
  

  1. Reimburse the full amount listed above including whatever ***** charges and I can obtain an early invoice from ***** provided I meet no resistance on the invoices I've incurred so far.
  

  2. Accept responsibility for the failure to disclose a safety recall despite being given the model number directly.
  

  3. Commit to correcting internal practices to ensure future recall-related communication is handled responsibly.

  Thank you for your support in ensuring transparency and accountability in this matter. Please let me know if you require anything further.

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

  Business Response

  Date: 07/01/2025

  Dear ****** *******,
  
  Thank you for your recent response.
  
  As I explained in my previous response, product registration is imperative to ensure we, the manufacturer, are notified of where our equipment is installed and allows us to notify homeowners of important equipment information. As it stands, your equipment was never registered; therefore, we could not notify you directly of the mandatory rework for your unit.  Additionally, annual maintenance performed by an authorized dealer is recommended to ensure your unit is operating per the manufacturer specification and/or recent bulletins for mandatory reworks/recalls. This information is also available on our website.
  
  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 provide reimbursement for the fan motor intermediate harness mandatory rework only, pending the receipt of the paid itemized invoice for the repair. Please note that this special one-time offer goes above and beyond our limited warranty commitment and will not be offered again for any future services.
  
  Again, we appreciate your cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23450120
  
  I am rejecting this response because:
  
  Hi ******,

  
  On a personal note, I appreciated our initial conversation, I only wish it had taken place much earlier. I also acknowledge your latest response and your tone of understanding. That said, I dont believe Carrier fully appreciates where things went wrong in this case.

  
  To clarify: I fully understand the role product registration plays in recall notifications. But as a second or even third owner of the home,we may never have received initial paperwork or guidance on registration.Regardless, registration is only one line of defense, and certainly not an excuse to withhold safety-related recall information when a consumer contacts Carrier directly with a model number and failure symptoms.

  
  Regarding annual maintenance, our units have been maintained, but there appears to be a disconnect between Carrier and your so-called "Authorized Dealers." On April 4, 2025, Carrier referred me to Empower Home Comfort (email attached). I later had them reimburse their $168.37 fee, but when I spoke to their general manager, he reviewed the notes and confirmed that Carrier provided no useful guidance at the time. This is not just about Empower, it reflects a failure of Carriers support systems and communication. I have a recorded conversation with the general manager and would be viewed as quite punitive, so I strongly urge Carrier to govern yourselves carefully on this point. Check your notes, perhaps you'll understand Carriers roll in all this after you review your interaction with Empower. Carriers dealing with ***** was equally as Cringe, but he's not your guy, so sarcastically, I guess that's acceptable? 

  
  Lets step back for a moment. This doesn't need to become a battle of blame. Theres an opportunity here for Carrier to rise above the minimum standard and demonstrate accountability. If anyone, Carrier,Empower, or ****** had been given or looked up the correct part information using the model number I provided, all of these damages would have been avoided. Thats the core issue.

  
  Carrier failed to support Empower. Carrier simply would not speak to me, was evasive, cryptic and put me in a no win expensive, lengthy position. Carrier was dismissive of *****, repeatedly suggesting incorrect solutions like replacing the control board or inverter board, while offering little assistance. *****, who is not affiliated with Carrier, was forced to return multiple times due to these delays, which strained our tenant relationship (we live in the same home). I turned to ***** because Carriers recommended parties misdiagnosed the issue,and the parts Carrier alluded to were not cheap.

  
  Ultimately, I was the one who uncovered the recall and asked ***** to confirm it, which he did. This should never have fallen on the homeowner. Carriers lack of disclosure directly caused these expenses.
  
  Summary of Expenses:

  
  1. Apr 4, 2025 Citys Choice Comfort Air Diagnostic: $120.00
  (Acknowledged as non-refundable; will not pursue reimbursement)
  

  2. Apr 4, 2025 Empower Home Comfort Full System Evaluation: $168.37
  (Reimbursed directly by Empower)
  

  3. Apr 4, 2025 Appliance Factory Parts Main Control Board: $162.73
  

  4. May 2, 2025 Encompass Replacement Main Control Board: $148.20
  

  5. May 7, 2025 Inverter Board (Carrier OEM, incl. tax & fees): $823.75
  

  6. Jun 3, 2025 *************** international order, incl. shipping): $302.40
  

  7. Jun 7, 2025 Technical Hot & Cold 2x In-Line Fuse Harness + Shipping: $43.26
  

  8. Jul 4, 2025 *****s Final Invoice: $1,186.50
  
  Total Submitted for Reimbursement:
  $2,666.83
  (Less the $168.37 and $120.00 already addressed)
  
  From your most recent message, I understand that Carrier is willing to reimburse items 6, 7, and 8 totaling $1,532.15. I appreciate this.

  
  However, items 3, 4, and 5, totaling $1,134.68, are non-returnable and were installed based on misdirection from Carrier and Empower. These costs would not have been incurred if the recall had been disclosed when I initially provided the model number. Carrier should cover them, and if necessary, pursue reimbursement from Empower, your referred Authorized Dealer.

  
  Im willing to send Carrier the unused parts to demonstrate good faith, though it is the cost, not the inventory, that I am seeking to recoup.

  
  This matter has been both costly and frustrating. It was not caused by neglect on my part but by Carriers failure to inform a consumer of a known safety issue, even after multiple calls. Please dont view my request as a negotiation, this is a call to uphold Carriers reputation and ethical standard. Please understand, if Carrier continues to deny responsibility for these avoidable costs, I will pursue every avenue available to me, regulatory, legal, and public, to ensure accountability. I have the energy, the documentation, and the resolve to see this through, no matter how long it takes. This is not a threat, its a firm commitment to stand up for whats right and fair. I genuinely hope Carrier chooses to handle this responsibly rather than compel further action.

  
  I look forward to hearing from you with a full resolution.
  

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

  Business Response

  Date: 07/14/2025

  Dear ****** *******,

  Per our recent conversation, the Carrier *********************** has reviewed your case and sent you a separate email with our final offer for reimbursement.
  
  Please read and follow the directions carefully to initiate the concession process.

  I appreciate your patience and cooperation.

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

  Customer Answer

  Date: 07/14/2025

   
  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

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A/C installed 4 years ago. The compressor died, I was told it's under warranty. The quote to replace the compressor is $2100 ! Even without labor, the "parts" warranty should include ALL the parts required to replace the defective piece. This obviously includes the coolant, dryer and other associated parts. A significant cost ( 1/2 ) of the installation would be coolant etc. This is NOT A WARRANTY !I called both the installer and Carrier .. they don't care at all.

  Business Response

  Date: 06/25/2025

  Dear **** ****, 
  
  Thank you for contacting the Carrier ************************ They have reviewed your file and asked that I respond. 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: 25HCE448AP030011/ Serial: 2820E12868 is a 10-year 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. 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.
  
  There are many things beyond the control of a manufacturer that can cause a compressor to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  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
  Email: ********************************************************
  
  

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23448914
  
  I am rejecting this response because: THEY DID NOTHING !
  

  I work for a medical device company (**********)  WE ACTUALLY CARE ABOUT OUR REPUTATION.

  We monitor complaints DAILY, if anything at all isn't right, we dispatch a technician, usually the next day ! If we have a manufacturing defect or a poor design that can lead to premature failure, it gets addressed ****. We wouldn't dream of charging the customer for our issue.

  All your "we care about...." verbiage means nothing when you leave a customer with a $2100 bill to repair a 4 year old unit, supposedly under warranty. I was also forced to use an authorized installer, or I couldn't get the new part.

  My biggest complaint is that 15lbs of r410 is $275 ( I brought a can for next time if fails which it surely will ).... why are your authorized installers charging up to $90/ilb for r410.... this is a scam.

  If you're not covering labor + refrigerant, then you should allow the customer to have the part installed by their choice of technician. I have a friend who is a commercial HVAC guy, he would have put it in using my can of r410 for nothing. But that's not "policy"

   

   

   

   

   

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 07/09/2025

  Dear **** ****,
  
  There are many things beyond the control of a manufacturer that can cause a compressor to fail, voltage surges, incorrect refrigerant charge, dirty filter or coils, to name a few.
  
  Should your dealer feel the compressor failed due to a manufacture defect going into year five of operation, we would encourage them to reach out to their distributor service manager for investigation.
  
  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 licensed dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  Refrigerant is not manufactured by Carrier therefore is not covered under the manufacture warranty. Each dealer is independently operated and owned and set their own pricing. We encourage homeowners to get several quotes should they be unhappy with the amount quoted for a 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, if you would like to provide us documentation of all prior annual maintenance as well as an itemized invoice for your compressor repair, we can review and determine if any financial compensation can be offered above and beyond our parts only warranty.
  
  Thank you,
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation

  Customer Answer

  Date: 07/10/2025

   
  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.

  I will gather the requested information and forward to carrier.

  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************** installed a Carrier HVAC system last week. The install was done improperly, which caused water to come from the ceiling and down the wall. There is water damage. We cannot use the A/C. We called them about the issue. They sent out a tech on Saturday, who was unable to fix the problem. Someone else from ************* came out on Monday and they too were unable to fix the problem. They indicated that there was a missing part that they would have to get. They came back again and said the part needed to be ordered; it would take 1-2 days. No one seems to know what they are doing. Carrier is supposed to be top notch and supposed to work with expert installers. Carrier has a saying "Turn to the Experts." There has been nothing expert about this situation. It is the big mess. I am writing this Complaint at 4:50 AM, because I cannot sleep due to not having a working A/C. We have another Carrier unit and it does not seem to be working. It has an Error code of 179 on the panel and says to contact Carrier customer service. So, now there is no A/C, water damage that will have to be fixed, possible mold issues, people have to come back multiple times without fixing the A/C problem. People having to come back to fix water damage. This has been a terrible, terrible experience and inconvenience. I am thinking of moving to a hotel until this is fixed. I wished we had never used ******************** or purchased Carrier units.

  Business Response

  Date: 06/12/2025

  Dear ******* ****,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment and installation.
  
  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.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment
  - Installation date of the equipment
  - Name and phone number of installer
  - Current diagnosis
  - Maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation | ********************************************************
  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23447867
  
  I am rejecting this response because: they have just started to respond to it.  So, awaiting follow up.  I have included pics with information requested by Carrier.  Below is a contact number for ******* & Son for operation manager.  The unit was installed June 6, 2025.  Let me give an update.  ******* & Son ordered the missing part and has installed it yesterday, part#******-75101.  The A/C is working.  We have been simultaneously dealing with the remediation people, also ******* & Son.  There is a very loud and hot humidifier/fan (pics included) taking water out of the ceiling/walls that brought hallway temp up to the 90s yesterday. They said it will take another day of dehumidifying for it being on, if true, this has been going on for a week, then, they have to repair damage once dried out which will be disruptive.  We are tired and our lives have been severely disrupted.  We have to endure no A/C, heat, very loud noise, not being able to sleep, people in and out of house, etc.  It seems like it is the process of being addressed but it has been ****.  If it was done right in the first place, we would not have to be dealing with the fallout this past week and future remediation from an improper installation.

  1)  How does someone lose a necessary part?  They indicated the missing part (Missing part#******-75101) caused water not to go to first pan.

  2)  How does someone not realize a necessary part is missing?

  3)  Why didn't the second safety drain pan drain?  Never had this problem before of water coming out of attic/ceiling from the A/C with past air conditioners.

  4)  Why didn't the automatic shut off not work before second pan overflowed?

  5)  Why was there black mold around old unit and insulation, we had a UV light installed a while black by ******* & Son?

  6)  We had a Carrier Unit replace and it only last 12 years, why so short, was there improper installation before?

  7)  Why was the old unit so rusted and surrounded by black mold?  I have pics but BBB would only let me upload 5 pics.

  8)  The old Carrier unit never worked that great.

  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.
  
  In order for us to properly review your case we will need:
  
  - Model & serial numbers of your equipment  Missing part#******-75101 not installed in the unit, other serial in pic, but also Serial# ****E04369, Product#****************
  - Installation date of the equipment  06/06/2025
  - Name and phone number of installer  

  ***** *******, owner

  ******* & Son ******* & ******************
  **************************************************************************************************************;
  Office Main Line - ************ 
  Direct Office Number - ************
  Unlimited Office - ************
  Fax Number - ************

  Email of ******* & Son owner: *******************************************

  Email of ******* & Son of guy who sold it. ************************************************************

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

   

  
  Thanks,
  
  
  ******* & ******************
  *****************************
  ************************;
  Office Main Line - ************ 
  Direct Office Number - ************
  Unlimited Office - ************
  Fax Number - ************
  
  ************************************************************
  
  *********************
  "If you can't, we can!"
  
  
  Sincerely,
  
  ******* ****

   

   

  Business Response

  Date: 06/16/2025

  Dear ******* ****,
  
  Thank you for your recent response. Case # ******** has been opened on your behalf.
  
  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 warranty Carrier provided on (Model: 27SPA618A003, Serial: 0225E04369) 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 have attached a copy of your warranty card for your records.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your dealer would use these specifications to size the equipment and design the installation. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection and filter installation.
  
  Please keep in mind that installation issues are the responsibility of the installing contractor and should be addressed with them directly. I have engaged the assistance of our distributor service manager and requested he contact your installer, ******* & Son, to provide factory support and to ensure the equipment was installed per manufacture specifications. ******* and Son should be contacting you with any updates and/or next steps as needed.
  
  We appreciate your patience and cooperation with this matter.
  
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation *******************************

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23447867
  
  I am rejecting this response because: they just opened a case file, so the matter is not concluded.  Also, I don't like how the response did not take any responsibility and put it back on the installer.  Sorry, Carrier but you and the dealer/installer are part of a team.  I know the game of the product manufacturer and dealer/installer.  There is a problem and the customer gets bounced between the manufacturer and dealer/installer.  A quality product should not do that and customers don't want that.  You guys, ********************** and Dealer/Installer are a team, each of you reflect on each other and if you care, you will do what it is necessary to help the customer, protect your reputation, and do what you can to make sure stuff like this does not happen in the future. 

  Carrier has many customer centered mottos:

  ********************** "Total Comfort. Totally Happy." (Unless it is an installer/dealer's mistake and then, we will refer you back to them.)

   At Carrier, we understand the importance of a comfortable home, and that is why we are dedicated to bringing even more comfort to the great indoors no matter what type of home you have.

  Key Aspects of Carrier's Screening/Requirements for Authorized Dealers/Installers:

  Commitment to Quality and Customer Satisfaction: Dealers must commit to high standards of quality, customer satisfaction, education, training, and certification.
  Technician Training and Expertise: Technicians working for Carrier Authorized Dealers undergo "scrupulous training" to be familiar with HVAC equipment and must demonstrate their ability to apply this knowledge effectively. They are also required to undergo regular factory training and adhere to national standards.

  
  Licensing and Insurance: Carrier ensures that authorized dealers are insured and have the necessary licenses.
  NATE Certification: Factory Authorized Dealers must employ *****certified technicians.

  Rigorous Standards and Training
  It takes a lot of work to become a Carrier Factory Authorized Dealerfrom extensive training to keeping current industry licenses and insurance, to maintaining exemplary scores in customer servicewe want the most qualified individuals helping you in your home.

  100% Satisfaction Guarantee*

  Carrier Factory Authorized Dealers offer a 100% Satisfaction Guarantee. Our Factory Authorized Dealers will correct any problems you have with your system or remove the equipment and refund your purchase entirely within one year of installation, if for any reason you are dissatisfied with your Carrier residential ducted and ductless equipment.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new home in ******** AZ and closed escrow Nov 2023. A brand new Carrier HVAC unit was installed at my home. On June 2, 2025 my HVAC unit stopped working. Upon having an ****** HVAC tech come out (the company that installed my unit) they determined both the ************ and control board were defective and needed replacement. While the parts were covered, I was assessed $933.30 worth of labor and trip charges to fix the issue. A brand new unit should not malfunction in 18 months and I am seeking full reimbursement of the labor charges of $933.30 from Carrier for this. When I reached out to the company I was advised they could only provide a $250 voucher for future services from an HVAC tech in the future. It is also at the discretion of the tech company to even honor the voucher so there is no guarantee. I find this resolution unacceptable and would like this reviewed. Invoice attached and additional photos available upon request.

  Business Response

  Date: 06/23/2025

  Dear ******** *****, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. They have reviewed your file and asked that I respond. 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: 811SA60090E21A-B / Serial: ********** is a 5-year limited parts only warranty from the date the equipment was installed. Your Furnace also has a 20-year warranty on the Primary 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 very sorry if you were not provided with these options at the time of your purchase.
  
  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 $600.00. Please note that this special one-time offer goes above and beyond our limited warranty obligation and will not be offered again for future services.
  
  Please reply to this email thread with the below name and address information.
  
  1. Name as you wish it to appear on the check: ______________________________________
  2. Mailing address, which **** or Canada Post recognizes as your permanent mailing receptacle. Note, forward order addresses, such as those used by snowbirds, may not be used for this check:
  _________________________________
  _________________________________
  
  Once we receive your reply with this information, we will submit your payment request to our accounting department. Due to a new internal process for issuing concession payments, the accounting audit department requires a secondary sourced name and address validation to activate processing your concession payment.
  
  After receiving this email, 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.
  
  Thank you, 
  
  **** *****
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 06/23/2025

   
  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. You can make payment to "******** *****" and my mailing address is ****************************************************
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a top of the line air conditioner model 24VNA924B003, FE4ANF002L00, STSTXCCITC01-B from a Carrier local contractor spending $10,790.00 in February 16th of 2024. This unit was a replacement of a much cheaper Carrier unit that lasted only 5 years due to a faulty compressor that actually blew up. My contractor sold me on a new and improved "top of the line" energy efficient with better "Reliabilty " and told me the included warranty was sufficient. The new unit came with a factory warranty of 1 year parts and labor and 5 years parts only. The unit worked perfectly for 1 year and 2 months being serviced twice by my contractor, then blew the *** valve. I maintain my units by changing the air filters on a monthly schedule.Agreed, it is out of the labor warranty and only now for replacement of parts, but the labor is $450.00. Carrier should stand behind their products. I have another older Carrier Air conditioner for my home that I was considering replacing, but why would I even think about Carrier with my exceptionally poor experience.

  Business Response

  Date: 05/29/2025

  Dear ***** *******,
  
  Thank you for contacting Carrier Corporation through The Better Business Bureau.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: 24VNA924B003, Serial: 2423E05941 &Model: FE4ANF002L00, Serial: 2423E05941) 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 beyond the first year of labor coverage. 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 are responsible for any additional charges associated with the repair of your unit.
  
  In order for any additional compensation to be considered beyond the limited parts warranty coverage, we require a paid itemized invoice once the repair is complete to properly review the charges and determine your eligibility for reimbursement. To expedite the handling of your request, you can send the paid itemized invoice to ****************************** and reference case number ******** in the subject line.
  
  We appreciate your cooperation with this matter.
   
  Sincerely,
  
  ****** ****** | Consumer Liaison Executive Offices | Carrier Corporation |******************************

  Customer Answer

  Date: 06/25/2025

  Carrier responded to me June ****** that they will make a good will concession of $550.00. They stated that it will take approximately 12 weeks for me to receive my reimbursement. 

  Customer Answer

  Date: 06/26/2025

  Date Sent: 6/25/2025 12:59:07 PM
  Carrier responded to me June ****** that they will make a good will concession of $550.00. They stated that it will take approximately 12 weeks for me to receive my reimbursement. 

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Carrer to confirm a technician was an approved dealer before purchasing an AC unit in September 2023. This month the temperature in the home wouldn't go below 74 so I reached out but the approved dealer didn't show up for the appointment and blocked my calls. Carrier referred me to a different dealer who advised there was no indication of any issues with the coil and the previous dealer didn't put enough freon in the unit although I paid him to add it. The new dealer added 6 pounds of freon and I am requesting Carrier refund me fir the 6 pounds of freon and they get reimbursed from the previous dealer.

  Business Response

  Date: 05/29/2025

  Dear ****** ******, 
  
  Thank you for contacting the Carrier through the Better Business Bureau. They have reviewed your file and asked that I respond. On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier Corporation manufacturers heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to ******s and contractors within their territories. The distributors, ******s and contractors are all independently owned and operated businesses.
  
  Carrier is responsible to ensure the equipment we manufacture operates according to the specifications as outlined in the product data. Your ****** would use these specifications when sizing and selecting components for your system. As the manufacturer, there are issues beyond our control such as the product selection, installation of the equipment, ducting, filter selection and filter installation. Your letter indicates that the original installer did not charge the system with enough refrigeration at the time of installation. 
  
  Our customer service team previously provided a one-time good will voucher in the amount of $200 on 5/16/2015 to have a second ****** out. This offer went above and beyond our parts only warranty obligation. That voucher was provided to help offset the cost service call/repair completed by the second ******. 
  
  Installation related issues would need to be addressed with your installing ******. We would suggest contacting *** Services to discuss financial compensation due to the incorrect charge at the time of installation.    
  
  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