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Carrier complaints

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13995 Pasteur Boulevard
Palm Beach Gardens, FL 33418 | Get Directions

(800) 227-7437

http://www.carrier.com

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Carrier closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Carrier

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8/22/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/29/2023

Our AC unit was installed in 2019, is under warranty and went out on May 14th. We were told the part is under warranty - Condenser is leaking, faulty part is covered under warranty. Although we had to pay almost $2000 for Freon because they do not cover Freon even on their faulty parts. We were told we had to pay before they ordered the part and it would be 21 days to get part. We are now on day 39 since part was ordered. Now they can not give us an ETA on part, when we call they literally put us on hold and will not answer. It recognizes our number and says if your calling for reference number xxxx please hold. My husband carried his phone around for hours and they never picked up, just kept him on hold! They asked for serial number and all the information weeks ago to check on this and never called us back like they said, now of course not answering. We live in Houston and it has been over 100 degrees and my husband has asthma, this thick air makes it hard to breath and the hot is making it worse. Why is it in America in 2023 we can not get a condenser and no customer service agent to contact us. We need a part and honestly any company with integrity would cover the Freon loss since its their faulty part! I feel like they want us to suffer and pay the $3500 out of pocket for an aftermarket part so they don't have to fulfill their warranty contract. We will be contacting media next if we don't get answers! Resolution Sought I would like my air conditioner part expedited and our ac repaired. I would also like for them to cover the cost of the 16 lbs of Freon that leaked out due to their faulty part.

Company Response

8/10/2023

Carrier Corporation ("Carrier") is in receipt of your letter dated July 25, 2023. We regret the troubles Ms. Johnson has experienced. Carrier is the manufacturer of heating, air conditioning, and ventilation equipment and goes to market through a distribution channel of independently owned and operated distributors, dealers, and contractors. As a manufacturer, Carrier provides a limited parts warranty covering defective equipment, with certain exceptions and limitations as set forth on the equipment's warranty certificate ("Manufacturer Warranty"). Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper installation and maintenance, to give many years of good service. Unfortunately, Carrier's Customer Service has no record of Ms. Johnson's alleged equipment issues and the information in the complaint filed by Ms. Johnson does not have sufficient information to assist Carrier. At this time Carrier will need additional information including the equipment address and equipment serial number to investigate this matter fully. Carrier understands that the costs and inconvenience associated with the repair or replacement of Equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any consumer; however, Carrier will need additional information to assist Ms. Johnson.

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