Carrier Corporation

Dear Ms***,I am sorry you are having a problem with your system The notes in your file indicate that there is no refrigerant in the system The compressor will not run unless there is refrigerant in the system So the first thing that must be done is the source of the
leak needs to be determined and corrected Your dealer should not have been adding refrigerant in the past without finding the leak source Once the leak is fixed and the unit is refilled with refrigerant, then determination can be made as to the status of the compressor The Payne warranty covers parts only, not unit replacement If in fact the compressor is bad, or any other component that is still under the manufacturer's warranty is found to have failed, we will provide a new part under the terms of the warranty.Regards,Lynn N*** Carrier/Payne Corporation

Dear Ms***,The guidelines for the warranty extension are very strict, in that your product must be registered within days of purchase. The notes in our file from your first conversation with our Customer Care Center indicate that you said the dealer said they would register the unit. My only suggestion at this point would be to go back to them to see if they can offer some consideration. Unfortunately, the Carrier warranty expired years from the installation date.I am sorry that I could not provide the solution you are seeking.Regards,*** ***Carrier Corporation

Revdex.com, Thank you for allowing another opportunity to submit my response and rejection to Carrier regarding my complaintI submitted the original action on my phone and it submitted automatically before I could say anything. Carrier is not telling the entire storyI was willing to accept the offer to replace the compressor, which, for the record was already replaced and only worked for three hoursThat is the labor for which I am really asking for reimbursement because it is absolutely ridiculous that I am expected to pay for several hours of labor for a brand new part to be installed which took longer to put in than it actually worked; however, I also asked for a guarantee that once this part stopped working, which was bound to happen because I know the more often these systems need to be opened the greater chance there is of contamination, Carrier would do more than just throw parts at me for which I would still need to pay labor, because I am not going to continue to waste my time and money and the time of my service tech on a clearly faulty unitThe customer service representative refused to guarantee anythingA three-year-old unit should not need a new compressorIt is hardly my fault that Carrier makes faulty products, and if you cared about your customers at all, regardless of your warranty policy, you would stand behind your product and try to retain your customers inI have worked in customer service half my life, and what you provide is some of the worst customer service I have ever experiencedI assure you, I will never purchase another Carrier product, and I will make certain everyone I know never does either. *** ***

Dear Mr***,I am sorry to hear you have a problem with your Bryant evaporator coil. When you called our customer service office on 7/25, they advised that if you wished to make an appeal for coverage outside of the warranty period, we would need copies of your annual maintenance
records, and any other service repairs that you have encountered to date. I do not see that the documentation was received.At this time I must deny your request for coverage as the warranty expired 2 years ago. However, if you are able to provide the requested documents, I can certainly reopen your case for additional review.Regards,Lynn ***Carrier/Bryant Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Lynn,I don't believe you are entitled to hide behind the express warranty.I am sure you are aware of the investigations that have taken and/or are taking place against Carrier and other air conditioner manufacturers for defective evaporator coils in air conditioning units Carrier is a leader in the industry and consumers expect quality units that last more than yearsI believe that the evaporator coil in my air conditioner is defectiveIf you would like to send one of your agents to investigate the replace evaporator coil, I would be happy to accommodate that.Your evaporator coils are allegedly prone to leakage and you are refusing to stand behind your productsInstead, you hide behind your express warranty I believe that you may have sold inferior units to consumers who were misled and deceived in that it was misrepresented that your units are industry leading, reliable, dependable, long lasting and of a superior quality.I believe you are aware that the leakage is difficult to detect and may take a significant period of time to detect (even years) in particular in an area of the world where the air conditioner is not often used (other than this past summer)I also believe that you are aware that the evaporator coils are susceptible to premature rupture and refrigerant leaks under use and conditions Are these coils that you manufactured prone to rust or formicary corrosion? Have there been any discussions, memos etcdistributed in your organization concerning this issue?Finally, I believe that, in Ontario, you need to comply with the implied condition as to quality or fitness of your product for the purpose of air conditioning under the Sale of Goods Act and you also need to comply with the Consumer Protection Act as it relates to not making representations that are false, misleading and/or deceptive This is an unfair practice.In light of the above, I would ask that you reconsider your decision or escalate this matter to senior levels of your organization to try to find an amicable solution
Regards,
*** ***

Revdex.com: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.Your authorized dealer *** installed this system and we relied upon their dimensioning of the system As you are aware the TXV failed once already Your authorized dealer ** *** diagnosed the second issue with the TXV determining that it failed again I paid to have it replaced If, as you say, the TXV did not fail, and instead the issue has to do with return air temps, how could this be my problem? I am no A/C tech Carrier is leaving its customers on the hook for poor design, poor authorized service, or possibly both Disgraceful Regards,*** ***

Dear Mr***,I apologize for the delay in getting back to you, and for the problem you are experiencing*** Air has been contacted and they are going to send a senior tech to your home to double check the system and gather data. A Duct Free Split specialist for the TX area has also
been involved and will get a check sheet to *** Air for completion at the site, and then further review.If you are not contacted by Tuesday August 30, 2016, please contact me directly at *** and I will follow up for you.Regards,Lynn ***Carrier Corporation

Dear Mr***
I am sorry you enountered a problem however, the warranty on your unit is years from the date of installation, and therefore expired in April 2015. Unfortunately, I am unable to assist with the repair costs
Regards,
Lynn ***
Carrier Corporation

Dear Mr***I am sorry to hear you had a problem with your Carrier equipment. I have attached the warranty certificate that pertains to your model.Note the standard warranty for all parts is years from the date of installation. An incentive was offered in to
extend that warranty an additional years if your personal registration information was received within days of installation. Your unit was not registered within the parameter therefore I must deny your request.Regards,Lynn ***Carrier Corporation

Good Morning ***, Thank you for providing the service tickets I am hoping (as I am sure you are) that the fan was the root of the problem and that the replacement will resolve the problem once and for all. I have secured approval to provide a onetime concession in the amount of $to help offset some of the charges you incurred I will submit the paperwork today You can expect to receive the check in 6-weeks. Let me know how it goes once the weather warms up! Lynn

Dear Mr***,If a component is found to be defective, the Carrier warranty provides for a replacement part. Our warranty does not cover labor. You will need to address labor warranty issues with the company that installed the system as they hold the warranty for
labor.Regards,Lynn ***Carrier Corporation

Dear Ms***I have reviewed your case with Ken ***, the technical representative for your area The equipment is operating as designed I suspect there may be an application or sizing issue Please address with your installer.Regards, Lynn ***

Dear *** ***
I am sorry you are disappointed in our offer to assist with a diagnosis of the problem. The dealer you are using is not a Bryant dealer, and will not return our calls. The service tickets you provided are not legible enough for us to get the full historyTo help you, we need a good diagnosis by a Bryant dealer, preferably a Factory Authorized Dealer (FAD). If you wish to reconsider, we want to help, but we need to know the full scope of the problem
Regards,
Lynn N***
Carrier/Bryant Corporation

Revdex.com:I sent the requested information to Lynn and am waiting on a response
I have reviewed the response made by the business in reference to complaint ID 11232861, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello ***I just left you a VM. The Carrier distributor called the customer for copies of the invoices for the repairs, on 8/and 8/25. I sent Mr*** an email today requesting the same.Once I receive them I will be able to make a decision.Regards,Lynn

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

Revdex.com: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.Regards,*** ***

Dear *** ***,Thank you for providing a copy of your service ticket I have secured approval to cover the cost of the coil replacement in the amount of $ I will initiate the paperwork today You can expect to receive the check in 4-weeks.Regards,Lynn ***

Dear *** ***
The update in your file indicates that your dealer made arrangements to talk with a technical rep while at your home on 10/8. If your issue did not get resolved, please let me know
Regards,
Lynn N***
Carrier Corporation

Dear *** ***,I am sorry to hear you had problems with your Carrier equipment. Would you please send me the model and serial numbers of the equipment in your home. I looked in our registration database and we show units registered to *** ***, *** *** and ***
***. Also please provide the service ticket for the repair and make sure it includes the model and serial number the indoor and outdoor unit involved in the repair.I await your reply.Regards,Lynn ***