New Carrier Furnace Installation
Please do not be fooled by their name as I was after it came up first on a Google search. Although the Sales Person (Asif) was knowledgeable and answered questions promptly, the technician that did the installation was not properly trained and qualified to install my Carrier furnace. Shortly after my installation, my furnace kept shutting down for no reason. After coming back to the house again, Eric (the technician) told me I needed a new thermostat, however the problem still existed after I installed a new thermostat. As a result, I had to purchase portable electric heaters to ensure my kids did not get cold at night. After contacting another company (who provided me with a written report), they found that the safety switch was turning off my furnace as it was reaching dangerously high temperatures that would crack my heat exchanger. This was due to a "jumper wire" that the technician installed (not part of a standard install) that bypassed the 2-stage furnace into operating as a 1-stage furnace (essentially keeping the furnace on 'high' mode all the time, burning more gas). The gas pressure was also set at a setting that was excessively high. Also, the A/C (also a Carrier brand) was not connected properly for the fan motor – it was set to ‘high’ without consideration to the size of A/C unit attached. At this point my furnace works, however I do not know if it sustained damage due to the high heat before the problem was corrected by another company. After contacting Furnace/AC "Experts", they offered me a free maintenance program, however after this experience I cannot trust them with my furnace as they were unable to fix the problem after two visits. This company cannot be trusted to do proper work. Please do your homework and make an informed decision.
- Approximate cost of services:
- $6,000.00
- Company Response
Dear customer
I read your review thoroughly and found out that it's been almost a year since we installed your furnace, surprised to see your review after a year. We provide training on Carrier Furnaces to all our technicians and they are fully certified licensed gas technicians. Each and every technician is responsible for their installation as well as our company and they leave their TSSA license number and name on every furnace installation.
If you will check your emails back in Feb 2021, I already sent you a reply addressing the same complaint from your end as below, also extended labor & installation warranties up to 10 years and offered a thorough inspection of your furnace heat exchangers.FurnaceAC Experts
Wed, Feb 24, 10:46 AM
to SAM, OmarHello Mr. Sam,
I read your concerns and I really apologize for this mistake on behalf of my installer, which should not happen the first time. After reading your letter, I discussed everything with this installer and I instructed him not to make any negligence like this again. During testing and commissioning installers use jumper wire (W1 and W2) as per the manufacturer instruction to test the furnace on high fire setting and adjust the manifold gas pressure accordingly, in your case after this test installer forgot to remove the jumper wire, which doesn't happen all the time, I will consider it as a human error by the installer and as a company director, I'm taking his responsibility.
During this time if your furnace was running on high fire then it doesn't mean that it will damage the heat exchanger. These heat exchangers are designed to run on both high fire and low fire and the sensor high limit switch trips the furnace at a high temperature of (170 F) before heat exchangers get overheat for safety purposes and that's why your furnace stopped working and restarting back after cooling down. These heat exchangers are aluminized steel and stainless steel and can't get damaged with high fire running unless the safety high limit switch stopped working.
Your heat exchanger is under warranty for 40 years from Carrier on parts and to compensate for this mistake we can renew your two years warranty on labor & installation which is on your original contract and upgrade to 10 years at no additional cost. Within the next 10 years, if you have any issues, our company will send a technician to check and fix the issue at no charge. We will make sure that we will be there for you in case of an emergency or breakdown.
If you would like, I can come by myself with my senior technician to retest the operation of your furnace as per Carrier guidelines and to make sure your furnace is operating properly at low fire and high fire settings.
Once more, my sincerest apologies for the inconvenience. We would like to keep a healthy and lifelong relationship with our customers.
Let me know your thoughts.
Thanks,
Asif Khan
HVAC Consultant | Lowe's-Rona Certified Installer
Furnace & AC Experts