Carrier Corporation

The recent motor that had to be replaced was just serviced in 2014 using the [redacted]. I sent in all the paperwork showing that I have replaced 2 additional motors since initial installation of the unit into my house brand new straight from the factory. I checked with [redacted] and was told that you only have to service a unit every 4 to 5 years and mine had been serviced in that time frame. I have the name of the company that serviced my unit at home, unfortunately I am at the library & don't have all the information with me. I do not have internet at home so I have to bring it with me & the library will be closed until next Monday. [redacted] called with the following information : Serviced 06/03/2014 - [redacted]

Dear Mr. [redacted]Carrier did not select the unit location.   Because the unit is operating to factory specifications, there is really nothing further I can do from the factory.   My understanding is that the builder selected the equipment location.  At this point I suggest discussing relocation of the unit with your builder and installer.   Or another option is to condition the attic space.  The suggestion to run the equipment with a higher setpoint will help with condensation as the unit will run less time.  The condensation is really a matter of physics.   There is a cold coil in the unit when it is running, and when in a hot and humid location, condensation will form.  It is not a design flaw, but rather related to the conditions in which the unit is operating.I hope these suggestions are helpful.Regards,Lynn NashCarrier Corporation

[redacted]I had [redacted] Air to get rid of the two year's new Carrier's  central air conditioner and replaced with a brand new Lennox XC14 central air conditioner ($5,999) yesterday. The installer, [redacted] of [redacted]., of Carrier's AC told me that he didn't know what's the problem even he had had more than 20 years experience with Carrier's AC. He never met a problem like this one before.I sent a letter along with my complaints to Mr. [redacted], vice president of [redacted] home warranty Corporation.  Hopefully, he'll call Lynn [redacted] of Carrier Corporation to clarify the AC warranty issue.  Thank you for all your help.Sincerely,[redacted]

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]

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 2 coupons totaling $100 dollars to "assist" with a diagnostic of our ac unit is not acceptable.  I also would like to say that I will be sending these back to the sender.  This is not what I would consider "over and above" to assist us.  I would also like to let bryant/carrier know that I am extremely disappointed with a company that uses as their slogan-"whatever it takes".  Possibly I misread that-because they certainly have taken whatever they want.  I understand that the Revdex.com has done what they are supposed to do, but I want bryant/carrier to know that I will be taking this to another.  I had truly hoped that this company would have taken better care of its' customers.

Dear Mr. [redacted],As the manufacturer, we warranty parts for defects, for 5 years from the date of installation.   The failure in your system occurred 2 years after the warranty expired, therefore Carrier will not be able to assist with the repair.Again, I am sorry you encountered a problem.Regards,Lynn [redacted]Carrier Corporation

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.
 I have received your forwarded email pertaining to the complaint #[redacted].  Lynn [redacted] at Carrier Corporation requested that I emailed her the invoices/service tickets.  I have forwarded her what she has requested and now I am awaiting for a response.  Please do not close this file.  Once I find out what is going to happen next I will update you as soon as possible.  Thank you for your help so far.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.
In reviewing the attachment here:http://media.mingledorffs.com/campaigns/dsb110025.pdfIt's clear that Carrier did have in place a program addressing the faulty Bristol compressors. My heat-pump had a 5-year warranty as was communicated to me by [redacted] Regardless, I am out of pocket $2,400 due to a lemon unit that was manufactured by Carrier. I feel my situation requires some form of reimbursement. 
Regards,
[redacted]

Dear Mr. [redacted],[redacted] was not instructed by Carrier to replace the reversing valve, but rather to go through the valve troubleshooting steps that the technical rep reviewed with [redacted].   At times the symptoms of a bad valve will be similar to a bad compressor, so it is recommended to go through the steps to make sure the valve is operating correctly before replacing the compressor.In any case, the Carrier warranty does not cover labor.   You will need to discuss the labor warranty with the person that the equipment was purchased from.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.]I talked to a Carrier person that had me load another brands app on my phone. But it only works if you're in the same room. (local network) So the phone can only control the system in the same place that the remotes for the system work. In other words, why would you need your phone if the remote is in the same room.  I have dozens of smart things in my house that have smartphone control.  Which means I can control them from any where in the world as long as I have a signal on my phone. This includes: smoke detectors, leak sensors, thermostats, dimmer switches, light switches, outlets, door locks, water valves, security cameras, motion sensors. They all can be smartphone or internet controlled from anywhere. That is what I was expecting when I had this system installed. That is what smartphone control means. There were other brands I had to choose from that offered and currently have smartphone control from anywhere. Your web site at this moment still lists smartphone control as a standard feature. 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.Carrier needs to send technician to repair or replace...

the defective equipment without charging any labor fees. I had payed too much labor fee on the problematic Carrier HVAC equipments that are still in warranty. The furnace model # is [redacted]serial: [redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The information in your...

attachment appears to be a screen shot of a page from our website.   The document advises you to see your contractor for specific warranty information.  You should have received a warranty certificate outlining terms/exclusions in your owners manual.Our position remains as previously noted.Regards,Lynn [redacted]

Dear Mr. [redacted],I am very sorry to hear you are having so many problems with your new system.  I would like to have one of our technical people look into this, your letter is missing the serial numbers for the outdoor units.   Would you kindly take a look at your purchase agreement,...

or the actual equipment, and provide the numbers.  To expedite this, you may want to send the information direct to my attention at [redacted] .I await your reply.Regards,Lynn [redacted]

I reject the answers given by the Carrier Corporation for the following reasons:1) Most manufacturers for appliances in the USA provide a support website on their products where consumers can visit and look up parts, diagrams, and any other documentation relating to the products they own.  Carrier does NOT provide any schematics, diagrams, or any other helpful information to identify parts and part number on their website.  I could not even pull up the product I own at their website as it is only 7 years old. 2) Manufacturers have an obligation to their customers for support.  This includes customer service support to answer questions or any other issue.  I was on the phone the other day with them and I was put on hold for 30 minutes to talk to a representative who was not able to provide any kind of help whatsoever.3) Manufacturers have an obligation to sell parts to their customers directly or through their distributors and retailers .  Carrier chooses not to sell parts directly to their customers.  This is not unusual, however, they refer customers to their third party dealers for parts.  When I call these dealers they refuse to sell parts only to their customers unless they also do the installation.  This is where I have a major problem and where the core of my complaint resides.  Consumers have no obligation to have the parts they purchased installed by their retailer.  We are free to hire, or self install a part for an appliance.  No one should be forced to hire a dealer's service just to install a .25 cent screw or any other part.4) The HVAC industry is extremely corrupt and the Carrier Corp. is only the tip of the iceberg.  5) As an example, I will give you [redacted]. who manufactures [redacted].  At their website, they allow a customer to enter the model and serial number of the generator they own and provide documentation for diagrams, scheametics, part numbers and other valuable information.  This is what we expect to see at the Carrier website and we see non of it.  Most manufacturers in the USA are extremely sensitive to customer complaints and needs and unfortunately, we cannot say the same about Carrier Corp.  as they are unbelievably ignorant and uncaring when it comes to customer service and support for their products.  It is shameful!

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.This new unit has cost me almost $2000 for repair under warranty. Totally unreasonable.  Carrier says there was no arbitrary parts replacement and that is correct. [redacted] was instructed by Carrier to replace the reversing valve despite the technicians diagnosis the compressor was bad and I was billed for both as well as a diagnostic fee. Regards,[redacted]

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.  I will send them the information that they requested and will see if they agree to pay the repair bill.  Hopefully, they will.  However, I would appreciate if you would wait until they have either accepted or denied my request to pay the repair bill, before you formally close this complaint.  If you will keep the complaint open, I will immediately contact you with their final decision, so that it can be closed.  I really appreciate your assistance in helping to get them to at least contact me, instead of just refusing to listen to what happened and denying responsibility for the damages to my Heating/AC system.  Happy Holidays!Regards, [redacted]

I would like reopen this case as our AC totally lost its charge and Carrier is not responding as they told us they would. They assured us they would correspond with Capital Air after receiving yet another report showing the unit can not hold a charge. Thank you, [redacted]

See attached documentation that Carrier recommended.
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]

We have provided a board and motor at no cost to Ms. [redacted]   She has my direct contact information if she needs my help going forward.Lynn [redacted]Carrier Corporation

Dear Ms. [redacted]I am sorry to hear you had problems with your equipment.  I have attached a copy of the warranty certificate that pertains to your model.   The Carrier warranty is specific in that we cover replacement parts only.   If you were charged for any...

replacement parts during the warranty period, please send me copies of the service tickets and I will look into it for you.Regards,Lynn [redacted] Carrier Corporation