Complain about a product or service

Carrier Heating & Cooling

Roma of Grants Pass, OR November 20, 2009

We purchased a Carrier Puron Performance Series TM Heat Pump in mid 2007. At the time we had it installed and inspected. By mid 2009 we had to replace the coil with complete Puron charge. Unfortunately, by November, 2009 we need additional coil work and additional recharge of Puron. I would not recommend purchasing a Carrier product. The initial installation cost was 11,000 The ongoing cost in 2009 has been 658 and expected to be another 600

Sandip of Kolkata , India October 17, 2009

I had purchased one Carrier brand Window AC 1.5 ton GenX range in March' 2007 from a Kolkata (India) dealer . Since day 1 the machine could not give the cooling less than 23 degree. During May’9 and Jun’09 the cooling cut off had become 27 degree. The room area is about 140 sq ft. Regarding this poor performance of the said AC, I have followed up with Carrier India authorized service centre at Kolkata and have also expressed my concern to the regional heads and the country head. This has been going on since 21st of June’09. But nothing has resulted as yet. Though I have sent mails to Mr. Zubin I, Managing Director, Carrier India and to Mr. Geraud D, President, Carrier Corporation , USA .

The AC capacity calculator provided in Carrier Website showed that an Air Conditioner of less than one ton is sufficient for my room. Now, Carrier India has withdrawn from their website, the feature of “Air Conditioning Capacity Calculator” under the pretext of “Page is under construction”. One of my critical complains is based on this webpage and I have mentioned about this in my mails to Carrier India as well as Carrier USA. This proves that a deliberate attempt has been made to conceal the fact that Carrier India had actually misled many consumers like me.

My grievances are : 1: Product Related : The machine is not performing form the date purchase as the cooling cut off was 23 degree and above. In the second year of the Purchase it has gone up to 27 degree. The machine is only two-year old. 2: Service Related : Reluctant approach of Carrier India just to bury the issue and to humiliate a Consumer. 3: False Information : The air conditioning Capacity Calculator of your website suggests that for my kind of room the capacity requirement is not even one ton whereas the AC machine in question is having a capacity of 1.5 tons. Your own calculation certifies that I have purchased an over capacity machine. Still I am not getting the optimum performance.

David of New Hyde Park, NY October 5, 2009

We had a Carrier Puron Central AC unit installed in 2005. After 2 years of loss of charge we had our HVAC guys do a leak search. It was determined that there is a leak in the evaporator coils. Fortunately we are still under warranty for the evaporator coil however on the hook for the replacement labor cost. We've been told that this is a known issue with the new puron systems and the Carrier is aware that the evaporator coils do not function well on Puron systems due the increased pressures. The HVAC company tech tells me he's seeing alot of these type of leaks.

We have to pay over 1,300 dollars to fix what is evidently a known defect in the product. We are basically testing this new technology for these companies. IN addition to having to pay the repair bill (Carrier will not cover the repair cost even though it's their defect) we were told that the new evaporator coil is not covered on an extended warranty and is under the life of the original coil.

That gives me a whole 3 months (end of 2009) on this new one and they won't even say it's going to fix the issue. That's is not fair that this multibillion dollar company will not stand behind their product and leave the consumer stuck with the bill and a situation which may repeat because they didn't do sufficient R&D.

Kelly of Johnson City, TX September 28, 2009

We installed a brand new Carrier unit in our home and in only 14 months, the evap coil is leaking. Quote to replace it is 750. It seems to be a recurring problem with these units. Tech told us that he replaces 4 to 5 of these a week in the Carrier units. Is their a manufacturer's recall on these?

Melissa of Round Rock, TX September 7, 2009

We bought our house in 2005. It was brand new and our house came with a brand new Carrier airconditioner. This air conditioner has broken down every single year that we have been in this house. First, it was the evaporator coil and then some other part and now, it is broken again. I have done some research and found that the model I have is known for being defective.

My warranty expired this year and I want carrier to replace my air conditioner and have it installed at no charge to me. A five-year old air conditioner should not be having these problems esp, since I keep my thermostat on 78 at all times. I have 5 young children and every year when this happens, I have to leave my home and it is a huge inconveinence to us. Not to mention that we cannot afford this since we are a single income family trying to raise 5 kids.

We are still paying for this [bad] air conditioner under our home loan and I don't think that I should have to pay thousands of dollars for a new one when they gave me a defective product to begin with. Carrier needs to stand by their product and do the right thing. This is not right. They know this product is defective and will not take responsibility for it.

There are lots of people in my neighborhood, who also have this air conditioner since our houses were all built at the same time) who are having the same problems with the evaporator coil as I have had. It is clearly a defect in the air conditioner itself. Paying to fix an air conditioner over and over again that clearly just needs to be replaced as it is a lemon.

Peggy of Iron Gate, VA August 11, 2009

I bought a carrier heat pump from this company in 2002. I took out extra warrentys one for five years and one for ten years on the freon compressor. In 2007 before the five years warrenty was up I had trouble loosing freon. They came and said it was fixed and it worked well until the next year. in June also, I had to call them again and they put in more freon and charged me for it, this problem started while still under warrenty.

In 2008 The same thing happened againand they put in more freon. This year in June I had the same problem and they put in more freon. then they put something in that was suppose to stop the leak,

well today August 11 ,2009 It happened again, all I am getting is hot air, it is not cooling again. I took 5000.00 out of my savings to pay for this , then I started having trouble in five years and I still am. I am 73 and when the heat builds up into the med 80's in here and the humidity climbs to over 75, It is not a good feeling. I am a widow and have no one to fight this for me, It is getting me down.

Dwight of Deltona, FL June 20, 2009

Closed on Newly built house 11/16/06. The central Carrier air conditioner/heat pump was used for 1 month in 2006, about 6 months in 2007 and about the in 2008. January 2009 the unit stopped providing heat. Service company found the unit to be very low on freon and found a leak in the evaporator coil. The evaporator coil was under warranty, but, replacement of the coil was not. Total cost for replacement was 1063.95. Carrier would not cover this cost. The service tech said that the high pressure used in carrier causes alot of feron leaks thus causing the evaporator coil needing to be replaced. This seems to be a problem with the carrier units using Puron refrigerant. There seems the opportunity for class action case on these units.

Also, Carrier makes their cabinet that holds the evaporator unit an odd size for air filters. You either order the filters from the local carrier dealer or special order them . You can go to uour local hardware store and buy them. There are, I'm sure, better customer friendly air conditioning companys out there. I know when the time comes that my carrier unit needs to be replaced it will not be another carrier.

Jay of Kailua-Kona, HI November 22, 2008

Jay of Kailua-Kona HI (11/22/08)
I have a property service business and we've had a number of problems with cracked drain pans in specific Carrier model Air Conditioners.

The letter from our service tech below.

This is to inform you of the ongoing problem with Carrier model FV4BNF006000AAAA, FV4BNB006000AAAA, FV4BNF005000AAAA drain pans.

This problem of cracking pans is a pattern I started to see in machines 2-3 years old. The failure has always been in the same place. In January 2008 it started to effect pans in machines that were less than a year old. Pans that had been changed were cracking again! Carrier requested that defective pans be returned for inspection and analysis and I sent them six cracked pans. My opinion, as I told them, was that the 35 45 lb. A-coil (depending on the model) combined with the leverage was not properly supported and cracking the plastic pan. Carriers response was that they had no problems anywhere else and not to use chemicals in the pans.

I asked Carrier again for help in July 2008 when the issue continued and had not been resolved. They sent out a technician who looked over two installs that had repeat pan cracking. He indicated that there should be a way to check the weight pressing on the pan and we should not have this problem in the field as they are made to last and not crack. As far as I know he made a report and submitted it to Carrier Hawaii though I havent heard anything from that visit to date.

In the first two weeks of Nov. 2008 I had found (in the course of quarterly service) 12 cracked pans in my customers homes! On November 12, 2008 Les (Carrier regional director) and three other staff (Carrier Hawaii) met with several contractors and service companies on the Big Island having the same problems. After that meeting there were a few small suggestions (1, Isolate drain connection with vinyl tubing. 2, Tap down a flange on the A-coil. 3, Install a strap that Bill Gordon and I designed to relive coil weight pressing on the pan).

I took the Carrier staff to three sites where we had multiple pan failures. Carriers response (once again) was that they dont have this problem anywhere else. Carrier warrantee personnel Dodson Leong (800-757-3668) said warrantees would be case by case. It takes 900.00-1000.00 to complete the repair. The machines brought in from CSD Carrier California (not purchased through Carrier Hawaii) would have to be warranted from California. Les said he would call them and work with them on this issue. California warrantees were left very open ended and Hawaii did not commit to a warrantee amount to be paid.

On November 20, 2008 I called CSD Carrier California (866-754-4822) and their warrantee personnel said they did not warrantee drain pans. She had not been called by Les concerning this pan warrantee. She gave me two numbers of other people to talk to and I spent 45 minutes getting the run around. I called Dodson Leong to prompt Les once again to contact the CSD warrantee department. To date, Les nor CSD Carrier, has called.

I see no guarantee from future cracks in Carrier pans without design correction.

I cannot carry the warrantee of cracked pans if Carrier deems that you are out of warrantee. If I change out your pan there are no guarantees or warrantee made by Tropical Air Conditioning, Inc. that this defect will not show up again. I like the Carrier product for a lot of reasons but this is a problem they must address. Other makers of a/c equipment (Trane, York, Weatherking and Rheem) have plastic pans and no problems I am aware of.

Please know that you may not get or continue to get a warrantee from Carrier on your cracked pans. I cannot guarantee that this will not happen several more times in the future. I will do the protocol (that I told you about in paragraph 3) on all future installs and repairs. But I cannot warrantee the part from being defective or my labor for repairing it a second or even third time.

Steve of East Greenbush, NY November 17, 2008

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.