My husband and I purchased a split air conditioning unit for our home from this company. We wanted a good and reliable one and decided on Carrier as they were advertising and being promoted by our local television news station. They were advertising their 10 year extended warranty. We searched the yellow pages for a local authorized dealer and settled on this company. We were impressed that the owner of the company, Mr. Leung, dealt with us directly. He recommended a unit that would be sufficient for the size of the area that we wanted to cool. He also confirmed to us that the compressor we were getting did indeed have a 10 year warranty as advertised by the manufacturer, and wrote the warranty details directly on the invoice. The transaction and installation went fairly smoothly and we were pleased with the air conditioner.
About 3 years later, we noticed that the unit wasn't cooling but only blowing air around. We called the company right away but after promising many times to come out to our home, no one ever did show up. Frustrated, we contacted the manufacturer, Carrier and they finally referred us to another factory authorized service company. When the technician came out, he told us that the compressor was shot and needed to be replaced. We showed him the original invoice and the warranty documents which clearly showed that there was a 10 year warranty on the compressor. When he called Carrier to verify the serial numbers, he was told that the outdoor unit that housed the compressor was mismatched to the indoor unit on our wall. Based on the serial numbers, we were told that the outdoor unit was a lower model than the one that we thought we received, and that the compressor in this lower model did not qualify for the 10 year warranty. It only had a 3 year warranty, which had just past. The cost of a new compressor would be more than half the cost of the original unit. Although we told the manufacturer the details of what we were sold based on the invoice we were given, the manufacturer was unwilling to help. When we confronted the owner with this information and the original invoice, he became belligerent and refused to help, flippantly saying that we already enjoyed 3 years of benefit!
We never thought that we needed to actually check to make sure the serial numbers on the outdoor unit matched the indoor unit! The unit we received (both indoor and outdoor portions) looked exactly like the pictures of the unit in the product brochure we were given by the owner.
We deeply regret ever dealing with Carrier and this so called "authorized dealer" that performed the classic "bait and switch" on us. We will never ever deal with Carrier again, which didn't even offer to help mediate with one of their authorized dealers. My husband and I are both disappointed and disgusted.
- Approximate cost of services:
- $5,500.00