Carrier Corporation

Dear [redacted]
I am sorry to hear from your letter that you are having problems with your Heat Pump.
The unit you purchased is not a Carrier product, and Carrier financing should not have been used for the purchase.
I suggest you work with [redacted], in conjunction with Gree (the...

manufacturer) to get the problem resolved.
I hope this information is helpful.
Regards,
Lynn N[redacted]
Carrier Corporation

Dear Mr. [redacted],I am sorry to hear you had a problem with your equipment.    I would like to look into this further but to do so, I will need the  unit serial number along with the name and phone number of the dealer that diagnosed the problem.You may send the information directly...

to my email if you prefer.Regards,Lynn [redacted]

Dear Mr. [redacted] Attached is the warranty that pertains to your model.   The notes in your file indicate your are the second owner therefore, the parts warranty will not apply.I am not aware that parts are no longer available for your model.   Please let me know the part number for the...

item your dealer is trying to secure and I will check availability.Regards,Lynn [redacted]Carrier Corporation [redacted]

Dear [redacted]
I am sorry to hear you had a problem with your Carrier system.   Please advise the name and phone number of the dealer that repaired the system.  You may send the information direct to me a [redacted], or via the Revdex.com.
I await your...

reply.
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.Regards,[redacted]I am sorry but you being sorry does not return my $400 (and that is with a huge discount as the service repair company felt extremely sorry because the unit was so new) on a unit that is less than 2 years, that belongs to your company and that it has a design flaw. I did not have a choice of selecting your brand as the outside unit as this is a condo complex thus the other brand. You are trying to get away by not taking the responsibility of the faulty part and blame it on the other manufacturer. Your unit has a design flaw and according to the service repair person who had just fixed another similar Carrier unit with the same problem. Carrier faulty part almost caused my compressor to blow out. It is not like I could take the part out of the unit which is manufactured by carrier and replace it with the new part. This is not acceptable at all and is no less than highway rubbery. I will do my best to leave a review of your company in every place/forum possible and see what other options I have at my disposal in addition to continue this case with Revdex.com.[redacted]Dear [redacted], Thank you for providing the information for your outdoor unit. The reason I requested it, is that we had a limited batch of outdoor units that, due to a vendor issue, were causing the TXV to clog. In cases where the outdoor unit was part of the identified batch, Carrier would assist with the labor. In your case however, the outdoor unit is not our brand so this policy will not apply. Because the Carrier warranty covers parts only, I must deny your request to assist with the labor associated with your repair.Again, I am sorry you encountered a problem.Regards,Lynn [redacted]Carrier Corporation

Dear Ms. [redacted]I asked one of my technical reps to review your service tickets and...

they provided comments as follows:1)      1-16-09  Ordered the following parts, inducer spacer kit and inducer motor assy – Inducer and spacers ordered (due to vibration), however no follow up install of parts!2)      12-23-11  installed inducer motor – No diagnostic invoice, one can only assume this was the follow up from 1/16/093)      11-24-14 Replaced Secondary – Enhanced Warranty…no cost to customer.4)      9-18-15 Took a couple tries to stay on, cleaned Flame sensor – Maintenance item.   The flame sensor should be inspected during each annual maintenance check up and cleaned as necessary. 5)      11-24-15 Washer wash tub bearing failed – replaced inducer???  6)      1-18-16 Flame Sensor!  Replaced blower Capacitor – a flame sensor can wear out.  The unit is 12+ years old The invoices were lacking technical information such as system readings.  Commonly the readings can help lend a clue as to what may be causing the failures.   Also, Carrier recommends the equipment be inspected at least annually by a licensed HVAC repair person.  These inspections can help prevent component failures and system down time.Your system was installed in 2003.   The warranty included 5 years on all parts and 20 years on the heat exchanger parts.   Unfortunately, I must deny your request to replace the unit, or assist with repair costs.I would suggest that you work with [redacted], or another local Carrier dealer to establish an annual maintenance schedule.   If the inducer fails again, the dealer should take system readings and return the part for inspection.  We do not have any recalls on the inducer in your model, so two replacements leads me to believe something may be causing the failure.Again, I am sorry you encountered problems but thank you for the opportunity to provide our position.Regards,Lynn [redacted]

I do have a bill , I will attach to this e-mail, and I will also let you know of any communication we have or hopefully receive

Dear Mr. [redacted],I am sorry you are not happy with the Bryant warranty terms.  The standard warranty for your product is 5 years from the date of installation.  Original owners are offered a 5 year extension if they provide personal information about their purchase.   Unfortunately,...

this is not transferable.  I have attached a terms of the warranty for your convenience.Regards,Lynn [redacted]Bryant 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.I have provided 2 service receipts from different HVAC companies stating that the compressor has failed. Both companies have been in the service industry and are reputable. Yet, Payne keeps referring to a leak. The first company secured the leak and determined compressor failure. The second company confirmed that all lines were intact. Payne has now suggested I hire a 3rd company at additional cost. This is unacceptable.The compressor is under warranty and I am taking steps to have the compressor brought into the distributor for refund. 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.I called and gave them the message.Regards,[redacted]

Dear [redacted],
Thank you for providing the additional information I requested.  I have attached a copy of the warranty certificate that pertains to your model.  If a part is found to be defective in your system, we supply a replacement part.   The misc items and labor listed on your invoice 027217 are not covered.
Regards,
Lynn N[redacted]
Carrier Corporation

I do not have any further documentation to provide you.  But I would like my complaint to be kept open so that future customers will not make the mistake we made by buying Carrier A/C´s.  My units only lasted  7 years and 6 months!!

Dear [redacted]
We have made numerous attempts to contact your dealer but they do not return our calls.  They are not a Bryant dealer.
I would like to have you contact a Bryant dealer to do a complete inspection of the system.   A list of Factory Authorized Dealers can be found on...

our website at www.bryant.com.   I will send you $100 in Bryant coupons that you can use to help offset the inspection.   Once you receive the report from the dealer, please forward to me for review at [redacted]
Regards,
Lynn N[redacted]
Braynt Corporation

Dear [redacted],I am sorry to hear that you are having problems with your Carrier equipment, and that your experience with our Customer Care Center was not favorable.   All calls are recorded so I will have Nicole's supervisor pull your call and use it as a training opportunity.I would like to...

look into your equipment issue further but need some additional information.   Do you know who did the original installation of the system?  What part is leaking?  Did the dealer give you a written estimate for the repair?  If so, can you provide a copy?I await your reply.Regards,Lynn [redacted]

Better Business...

Bureau:
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]
 
I have not yet received invoice and will forward it as soon as it arrives. Thank you.

I have attached the invoice from [redacted] that Carrier requested. In addition to my financial claim, I have another unresolved concern from my original Revdex.com complaint. Although I spoke with a Carrier customer service representative when this issue first occurred and was assured the unit in question was changed to be registered in my husband's and my name, that has not been done. Therefore, one of our Carrier HVAC units is still registered in another person's name at another address. This concerns me as we purchased a new home and the unit should 1. Be new and 2. Be registered to us, not another individual at a different address.  Again, I spent quite a bit of time on the phone to correct this situation, was assured it was handled and it was not.I am happy to answer any questions or provide more information if necessary. Thank you and have a great day,[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]
I would like to say that the reason for rejecting this offer is that I am not willing to spend one more dollar of my own money on this equipment "lemon".  An offer of a coupon to "help offset the costs" does me no good.  The file that I attached with all repairs done should be sufficient evidence.

Dear [redacted]
Carrier will not provide any additional warranty beyond the 10 year parts warranty that already applies to your equipment.  We also deny your request for compensation.
Regards,
Lynn N[redacted]

On behalf of Carrier, I am very sorry to learn of the
problem Mr. [redacted] has experienced with your equipment.As a one-time good will gesture we will be sending him a check in the amount of $510.00 to settle his complaint. Mr. [redacted] can expect to receive the check in approximately 6 to 8...

weeks.We hope our concession will help to restore Mr. [redacted]'s faith in Carrier and our products.Sincerely,Regina [redacted] Consumer Liaison - Executive Offices UTC Climate, Controls & SecurityPhone: [redacted]

Dear Mr. [redacted] The warranty on the burners and venter motor expired in 2011, therefore I am unable to assist with those parts. Again, I am sorry you encountered a problem. Regards, Lynn [redacted]