Carrier Commercial Service

I am sure [redacted] will do a fine job for you

Carrier
met with *** *** of *** *** in the late Spring of to provide
a competitive bid for an air conditioning system for a classroom setting.
*** was requesting a solution for comfort cooling in an after-hours and low
noise situation. By this time the cooling
season was already approaching
***
had a proposed solution from another contractor and we raised concerns that the
solution proposed would be unreliable and noisy. Therefore we suggested
and proposed an upgraded system to meet their needs, which they accepted.
In addition, we also proposed adding a new controls server so that they could
make any system adjustments, which they declined
Regarding
the accusation that Carrier provided an older smaller chiller, Carrier
purchased the chiller from the local Carrier distributor (***). The
only available chiller was slightly smaller than originally planned, but
included multiple upgrade options. Before ordering, we presented this to
*** and *** with no increase in price and they accepted the solution
After
the chiller was installed, we realized that *** had provided a
one-year-old model that was new and unused. Since the chiller had been in
storage for a year, we chose to extend the standard warranty an additional year
at our own expense
Post
installation, Carrier responded to multiple temperature related service calls
placed by ***. We discovered the root-cause was overheating from the
existing building’s baseboard heat, which was outside the scope of Carrier’s
work with this customer. The system Carrier installed has been reliable,
quiet and efficient
Regarding
the controls system pricing, at one time Carrier offered *** and *** a
refurbished server at a discounted price. They delayed their decision for
over a year and when they finally wanted to move forward, the refurbished
option was no longer available
In
summary, although our team received verbal abuse from *** multiple times, we
continued to fulfill our obligations in a timely and professional manner.
This is the first time we have ever had a complaint filed against us and it is
very disappointing to receive it after two years of trying to satisfy this unreasonable
customer

Complaint: ***
I am rejecting this response because:Carrier Commercial Denver is simply blowing us offOther potential customers should be warned of their deceptive sales practices and cavalier indifference to the customer as soon as the contract is signed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The response from Carrier Commercial in Denver is rife with misinformation and blatant untruths. The statement that we were offered a control system as part of the initial bid but declined it is patently falseCarrier's accusation of multiple instances of "verbal abuse" is ridiculous, as is the notion that they were good guys because they did not charge us extra for an older, smaller chiller. The contract we signed included a "DDC controller for temperature control operation, occupancy scheduling and start/stop operation of the new equipment." After installation we were told that only Carrier technicians could make adjustments, and that would require a $service callThe control system that Carrier tried to sell us later as an ashould have been included in the original installation -- they essentially delivered a car without a steering wheel. We purchased a maintenance contract and did initiate service calls regarding leaking, noisy operation, and lack of cooling in the warm months, which are documentedWe found one experienced technician, Kent, to be reliable, courteous, and competent, and we requested him. The assertion that temperature-related service calls from us were caused by the existing building's baseboard heat is inaccurate and unrelatedWe did have problems with overruns in the the building's baseboard heat in the winter, especially after Carrier sold the landlord a heating control system that did not work, and we reported those problems to building managementWe did not initiate service calls to Carrier about heat, as it was not related to our air conditioning, so they must be confusing our complaints with our landlord's complaints.Carrier's response did not address why they repeately ignored our requests to renew our maintenance contract after it expired or why, when the contract finally came, the price increased from $3,to $4,per yearIn short, characterizing the sales and installation service as "timely and professional" is not accurateWe tolerated late installation, errors, sloppy workmanship, unfulfilled sales promises, and non-response to issues for monthsWe were more than reasonable; it was Carrier who refused to work with us and said we should "part ways," leaving us with an expensive system that could not be maintained by anyone elseThat is when we filed this complaint.We request a refund from Carrier Commercial of $6,490, consisting of: $difference in price between the chiller we were promised and the chiller they installed; $1,for wiring and a UPC card; and $3,for the control system's server and programmingThese prices came from ***, another local Carrier office that we found to install and program the control system that was necessary in order for the original system to work properly -- which it finally doesAnd although *** does not have a service department, they recommended ***, which was happy to sell us a maintenance contract for $3,per year.Sincerely,
*** ***

I am sure [redacted] will do a fine job for you.