“We had huge difficulties getting the replacement part needed. We were without a functioning system for over 10 days. Someone needs to find out why a part in Carrollton TX wasn’t shipped, available and installed for our relief and satisfaction sooner. Miraculously! it was delivered about an hour after my husband went to their office himself to urge resolution. All people with authority were out of town!!! Very disappointed in this company today even though we’ve appreciated them for many years.”
– Kitty W.
We’re truly sorry you had to go without air for 10 days — anyone would be frustrated in that situation. That’s why our team did everything we could to ease the discomfort, including a no-charge visit to install a portable unit while we worked through a Carrier shipping delay that was, unfortunately, beyond our control.
We can only pass along the information provided by the manufacturer — and in this case, they got it wrong. That was frustrating for you and for us. Once we realized the issue, we stayed in contact with Carrier on your behalf and kept you updated every step of the way through recorded phone calls.
On June 18, your husband visited our office to share concerns. He left at 11:13 AM, and the UPS truck delivered the part at 11:21 AM — both confirmed by video and tracking. One of our senior team members with full authority spoke with him at that time and also reached out to Carrier management to confirm the same delivery update our office staff had already provided. The timing of the delivery was purely coincidental.
It’s disheartening to see our team’s efforts overlooked — especially the professionalism and responsiveness shown by the women in our office, who stayed calm, accurate, and transparent throughout.
Even though the delay was outside of our control, we’ve gone ahead and refunded you in full for the replacement part. We’ve also canceled your Protection Plan and refunded the remaining balance. While we wish things had turned out differently, we sincerely hope you find a service provider who’s a better fit for your expectations moving forward.