CE (Carrier Enterprise)

I was a dealer for 8 years, I stopped selling Carrier because of how they treated us (a small dealer). They were great in the beginning, extremely helpful and seemed to actually care about our customer experience but over the years with management changing, mutating the quality of service greatly declined. I have been on hold more than 2 hours awaiting tech support, load times can take well over an hour. The wrong parts ordered repeatedly, and they make it incredibly tedious to do a warranty return. If it is something normal it is just annoying, something unusual, well, good luck getting your money back.

Sad because I used to like the equipment and really liked my TM , but if you are under 5 million in sales a year, now, you are just an irritation. I have repeatedly pointed out issues over the years, each time someone called in an attempt to pacify me, but nothing was ever done to correct those issues. The last straw is when they started fining (charging) contractors for not using their app that doesn't work most of the time, call in for help and it is you that is the problem. Unfortunately because of the 100s of units we have installed over the years I must still patronize them for parts, but I now will avoid selling Carrier, Bryant or Payne unless I am forced to because I cannot count on them for support or even minimize my load time for that matter. I am just one of many small dealers that have switched equipment lines and they really don't care.

I called Carrier of Richmond this morning and had a terrible experience. When I called Mathew answered the phone. I asked him to check the warranty status on a homeowners equipment. He told me "There is nothing I can do for you." He then transferred me to the warranty department and no one answered. I called back to the parts counter and again got Mathew. He again said "that there is nothing I can do for you." When I mentioned that 2 other people at the parts counter had no problems looking up warranty status he got an attitude with me and then finally asked for the equipment information. I have been doing business with Carrier for several years and have never had this kind of experience. Mathews behavior is unacceptable and unprofessional. If you want a good customer service experience then you need to ask for Terry or Anton. I hope that Mathew will improve his customer service skills so that this does not happen again.

Vanessa Hawkins is our CE sales representative ,she is always there and ready to help us whenever we need on parts and equipment thanks a lot Vanessa.

New user and very happy so far - seems like they are really customer focused.

Great company great customer service terrific product and glad to be a Carrier specialist

CE is the biggest waste of time. Especially now that you can’t go inside the store. Literally a hour waiting on parts consistently 30 minutes every time.

We at CIMCO have always had the best reliability from Carrier and there Payne line.

Arrived @0700, was at the dock @0715 unload by 0800. No issues.

Update your hours when they change. Just waisted an hour of my life because nobody updated the hours for Saturday.

Rich is the best! He took his time and figured out the part that I needed. Thank you!!!