Carrier Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the time spent on this, I really appreciate it. I would prefer option number 1 as long as we can agree on a reasonable time frame.  As long as it doesn't turn out to be more like 6 months while I hear no updates. If after that time frame, you are unable to complete option 1, I would really appreciate being able to review the options again at that time. I would also ask to have the name and contact information for the person I will be dealing with from this point. On a side note, there is a smart home integration hub called Smartthings by Samsung. It is an open source platform that can interact with 3rd party devices, including IP devices. There is also a developer site where people will sometimes create programs to interact with 3rd party devices. I'm not sure if this would be able to interact with your units but I would think it would be worth a try? If it would work, the units would be controlled through the Smartthings app. THanks again for your time and for working with me. I look forward to hearing back from you.
Regards,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]Additional information--My energy provider-[redacted] installed a recording voltage meter(RVM) at my home from 11/2/17--11/7/17 which showed no abnormalities with the voltage coming into my home during that time. Also on 10/20/17 a [redacted] trouble tech tested my underground power line and transformer which tested good. this relevant information  will be verified by [redacted]l(Engineer Tech) [redacted]-- [redacted]. Please pass this information on to Carrier and the representative to further investigate all pertinent details with [redacted] regarding my case. Respectfully, [redacted]

Revdex.com:
I have reviewed the response made by the Carrier in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear in their warranty attachment sent to me.I would like to have more time to leave this case open until this matter is resolved completely.   As Ms. [redacted] (with Carrier) has sent me a copy of the warranty information, I strongly feel that they should pay ALL labor cost and I want to reiterate to them all of the problems with the system since 2005.   I would like to contact the Carrier business directly and see if I can resolve the matter.   But, I would like to keep Revdex.com in the loop.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As an update, our downstairs unit has just failed again, and we're now waiting on the service company to come out to figure out what this latest issue is. So, whereas our systems were failing at a rate of once per year, they are now up to failing multiple times per year (this is the same system that had a "contactor" go bad in July - a mere 3 months ago). And, once again, we'll have to pay for the labor for this service call.Carrier Corp and we are clearly not going to agree. They think they have gone "above and beyod" by extending the parts warranty - we feel they have not done enough by telling us it is on us to have to pay for the labor for repairs to BRAND NEW SYSTEMS that are failing regularly now more than once per year.Perhaps they feel that given how unpleasant this whole situation has been for us that there is no way that we are ever going to buy Carrier products again and so they can save money by not doing the right thing by standing behind their product?Since we cannot agree, we'll have to just leave this complaint open so that others who are researching the purchase of new systems can find it and decide if they want to roll the dice by going with a vendor who feels this way.
Regards,
[redacted]

Dear Mr. [redacted],I have attached the warranty certificate that pertains to your model.   As you will see, units with R22 refrigerant do not qualify for the extended warranty therefore I must deny your request for assistance.Regards,Lynn [redacted]Carrier Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]Ms Lisa [redacted],It is a little telling you were able to find out I purchased a new system but unable to verify the details of my complaint.  How convenient.  You may not have control over the dealers,  but the product is manufactured and the warranty is from Carrier/ICP, talk about passing the buck.   As usual, BIG company find a way out of responsibility or fault and the consumer pays and pays.  I purchased a new system out need not necessary.  Your final response time frame should alert all CONSUMERS what they have to look forward to.  Social Media is a great place to start.

Dear Mr. [redacted],I am sorry that you are disappointed with my previous response.   The Carrier warranty is explained in the certificate I sent in my previous email.   If someone else promised you additional warranty then it needs to be addressed with that person.I am sorry that I cannot help you more.Regards,Lynn [redacted]Carrier Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Dear Mr. [redacted]
*I have secured approval to cover the $1250 cost of the air handler replacement.   I will submit the paperwork today.   You can expect to receive the check in 4-6 weeks. Again, I am sorry you encountered the problems. Regards, Lynn [redacted]

Dear Mr. [redacted],I am sorry to hear you are having a problem.Please advise the name and phone number of the dealer that indicated there is a problem.   Also please advise the diagnosis.Regards,Lynn [redacted]

Dear [redacted]
Carrier has complied with the terms of our warranty.  In addition, we have gone above and beyond by also providing a 5 year parts warranty extension, and $200 in coupon credits.
While I understand this is not the solution you are seeking, no additional assistance will be offered.
Regards,
Lynn N[redacted]
Carrier Corporation

Dear Mr. [redacted],Please find attached the warranty certificate that outlines the registration process.  The information provided in the product registration is very valuable to our Marketing team.   But to be valuable, the information must be linked close to the time of the...

sale.   For this reason, as an incentive to homeowners to provide their information within 90 days, Carrier offers the additional 5 years warranty on parts.I hope this helps clarify the registration process. Regards,Lynn [redacted]Carrier Corporation

Dear Mr. [redacted]Parts are only provided to licensed HVAC dealers.   It would be in your best interest to find out who installed the unit because you may have a labor warranty.Regards,Lynn [redacted]

Dear Mr. [redacted],I am sorry to hear of the difficulty you experienced with your Carrier product as well as the service you received.   Would you please provide me with copies of the service tickets you reference in  your complaint.Regards,Lynn [redacted]

Dear Mr. [redacted]I am sorry to hear you are having a problem with your Carrier equipment.   I am unable to find a match to the model and serial number noted in your email.   Would you please check the unit again and verify.  I even googled the model number to see if it showed up as a...

different brand, but came up empty.  My direct email address is noted below.  I await your reply.Regards,Lynn [redacted]

Dear [redacted],I am sorry to hear you are having problems with your Carrier equipment.The service bulletin noted in your complaint is for motors in units manufactured prior to September 2012.  Your unit was manufactured in January 2014.The notes in your file in our Customer Service office...

indicate that [redacted] inserted dye to try to find the leak.   Have they been out to inspect the system since the dye was installed?  If so, was there a leak, and where?  Was refrigerant added last year during your annual maintenance check up?I await your reply.Regards,Lynn [redacted]

Dear Mr. [redacted],I am sorry to hear you had problems with your [redacted] furnace.   I had engineering review the pictures you sent along with the invoice from Wilds.  Engineering is in agreement with Wilds that the problems were the result of improper maintenance.   They also question if...

part of the problem may have stemmed from improper or lack of the correct propane conversion, however they are not able to determine this based on the pictures.   While I am sorry you encountered the problem, we will not provide compensation toward the purchase of another brand of furnace.   Regards,Lynn [redacted]

Dear Mr. [redacted]I am sorry to hear from your email that there is a problem with the venting of your system.  Please have the venting corrected and send me the invoice for the $425 repair, and I will reimburse you.You may send it direct to my attention [redacted]...

[redacted] I apologize for the inconvenience this has caused.Regards,Lynn [redacted]

Dear [redacted]
The notes in your case file indicate that "the last contractor on site wired 24 volts into the communication circuit of 3 volts DC".  This voltage error may require all the control boards be changed.  Your file indicates Carrier is providing technical support...

to the current dealer.  If this is not the case, and your dealer needs additional technical help, please contact me directly at [email protected] and I will make sure the dealer is provided the support needed.
Regards,
Lynn N[redacted]
Carrier Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
So Carrier is saying that they feel that there is nothing further that should be expected of them beyond extending the length of the parts warranty meaning they are still leaving it to me to have to pay for the labor for brand new units that are failing on average once per year. Therefore, they are clearly not willing to stand behind their products and all that is left to do now is to document this in the public record of the internet so people who do a search on Carrier air conditioning a/c equipment reliability or customer satisfaction will see what kind of vendor Carrier is. Buyer beware!
Regards,
[redacted]