Complaints

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:07/28/2025

  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.

  June 25, 2025: A power surge damaged my Carrier Infinity *************** thermostat (installed by **** 9/2011). June 27: **** diagnosed a damaged motherboard & possibly a damaged thermostat. They said the repair included replacing the motherboard, transformer, & maybe the thermostat. June 30: Via phone, **** said the repair would cost <$2,000 & scheduled work for July 3. July 3: **** replaced the ************************** They said the thermostat wasnt working, & it wasnt on the work order. They installed a used Infinity thermostat. I paid $1,415 but received no invoice or receipt.July 4: The thermostat's outdoor sensor read 70F when it was 85F. **** told me it didnt matter.July 6: The thermostat read SENS ****** SYSTEM MALFUNCTION CALL TECHNICIAN. **** diagnosed a faulty outdoor sensor.July 7: **** sent a receipt for the 7/3 work. Description of Work: Replaced transformer board and infinity control. System is operating properly at this time. Task MISC 1 Description Please add a description of work to be completed. Qty 1.00 Price $1,415.00 Total $1,415.00.July 10: **** replaced the outdoor sensor.July 17: The thermostat read SENS ****** SYSTEM MALFUNCTION CALL TECHNICIAN. **** said someone would come on the 17th or 18th to fix the problem. They didn't.July 19: I called & **** scheduled for 7/21.July 21: **** never came.July 22: **** said they accidentally cancelled. **** replaced the Infinity thermostat again & said the problem should be resolved.July 25: The thermostat displayed SENS ****** SYSTEM MALFUNCTION CALL TECHNICIAN. **** said the second replacement Infinity thermostat was also broken & replaced it with a very basic Braeburn thermostat. **** said I have to purchase a new Infinity thermostat & would not leave the Infinity thermostat they removed.July 28: **** now says I have to pay them an additional $1,587 to have a fully functional Carrier Infinity HVAC system with a working Infinity thermostat.

  Customer Answer

  Date: 08/04/2025

  ****** ****
  Attachments
  Fri, Aug 1, 4:09 PM (3 days ago)
  
  Hello,
  
  I am writing to provide an update regarding case ID ******** with **** Heating & Cooling.  
  
  At 3pm on August 1, 2025, **** technician ****** ********* reinstalled a used Infinity thermostat and reconfigured my Carrier Infinity HVAC system to recognize it.  I've attached the letter that I was required to sign in order for the technician to perform the work.  **** has refunded my $1,415 payment.  
  
  Thank you,
  ****** ****

  

  Business Response

  Date: 08/04/2025

  In response to Ms. ***** complaint to you, we feel that complete transparency is extremely important. 
  We acknowledge the installation date in 2011.  However, Ms. **** never began doing maintenance on the system until April of 2019 and then did so regularly.   While maintenance would not have influenced the damage caused by a power surge, we feel truthful information is important.

  Let us first say that throughout our interaction with ******** primarily through the month of July, our follow-up with her and communication regarding return trips to her home for her service issues was abysmal.   Ms. **** has every right to be dissatisfied with us for that reason.

  For these issues we are truly sorry and have expressed our apologies several times.

  We did complete a service call following a power surge that affected Ms. ***** 14-year-old HVAC system.  A power surge is not the result of a faulty HVAC system, but a power surge can and often does have ongoing and undeterminable issues throughout a system affecting electrical parts immediately or later as other components are repaired and/or replaced.  Basically, one would need to start with the basic building block of the system which is the control board and the transformer for power.  The thermostat is often damaged, but not always.  You really cannot determine this until a control board is replaced.  Other electrical issues can present themselves down the road after a power surge incident.
  Ms. **** was told that the board and the transformer were the first to be replaced, and the cost would be $1,415 which also included the original diagnostic for repair.  A written proposal was not completed as this was not an installation, but a repair and this was done over the phone. 

  Ms. **** agreed.  When we went for the repair, we replaced the control board and the transformer, but the system failed to work.  Again, as this was a this must be replaced first before we know what else could be wrong,the thermostat was determined to have been affected and damaged by the power surge.

  Ms. ***** Carrier infinity control(thermostat) is a late model and has been discontinued for several years.  Because of their ease of use, we have assembled a handful of these controls for customers just for cases like these.  We have not charged for them when we need to replace them, but we also cannot guarantee their performance.  We have done this as a goodwill gesture to help clients who otherwise might not need a complete system. 

  After replacing her damaged Infinity control with a working used one, we left the customer with the Air Conditioning working. 

  Following this, an outdoor sensor alarm was detected,although the system continued to provide cooling.   She experienced recurrence of these sensor and thermostat problems. Even though we explained repeatedly and during trips to her home that we were not accountable for her issues because of the originating issue (power surge).  At her insistence we continued to attempt to work with her.

  July was our busiest no-cooling demand service month of this year, and we did prioritize customers who had systems not providing ********************** for their homes.   This is no excuse for the communication gaps that Ms. **** experienced. We failed to meet commitments in return calls a few times.

  We replaced outdoor sensors (for free) although damaged by surge issues that the client experienced, we also replaced the control with a temporary one (twice) to be sure that the client did not experience service interruptions.   She has notated in detail about return trips but has failed to note how verbally abusive she was to our technicians while on site.

  It is important to note that while Ms. **** has an Infinity (top of the Carrier Residential line) furnace and control, she does not have an Infinity Air Conditioner.  She opted for a single stage outdoor Air Conditioning unit which has performance that is unaffected by the outdoor temperature.   She recognizes the benefits of the Infinity part of here system only in heating season.

  Again, while Ms. ***** frustrations are understandable, we are NOT the cause of her system failure, nor are we liable for her ongoing issues because the power surge will be likely to cause her ongoing issues in the future.

  On July 29th, we offered to return her $1,415,replace the SECOND Infinity thermostat whether it works or not, and wish her well with another contractor.  A waiver would need to be signed by the client.  ******* accepted this. 

  This call was completed on Friday, August 1, 2025.

  Everything that was done for this client was done in the spirit of goodwill on a system that four (4) years out of warranty.

  Again, we apologize for her frustration regarding our communication.  We will make no further gesture as all her money has been returned and we feel no further obligation.

  We wish her well finding a solution.

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was most certainly not verbally abusive to any of the technicians.  In fact, I made a repeated point of telling them that ****** failure to communicate or provide timely service was NOT their fault despite my displeasure with the company.  

  Regards,
  
  ****** ****