Extremely Disappointing Experience - Nearly $15,000 Spent and Still No Resolution
We purchased a Carrier heat pump system from Kermit B. Schulz & Sons for approximately $14,600, expecting a reliable heating and cooling system backed by a reputable installer. Unfortunately, this has turned into one of the most frustrating purchases we've ever made.
Since installation, the outdoor unit has made an extremely loud gasping or honking noise during its defrost cycle. The sound is disruptive and completely unacceptable for a relatively new, expensive heating system.
After numerous follow-ups and months of frustration, Carrier's distributor conducted an onsite evaluation, and Carrier eventually authorized a replacement outdoor unit. We hoped this would finally resolve the problem.
Unfortunately, Kermit B. Schulz & Sons has proposed charging us an additional $5,326 for us to upgrade to a Carrier Performance model, bringing our total investment to nearly $20,000. Even more concerning, we've been told there is no guarantee the replacement will eliminate the original noise.
During a conversation about the proposal, we were told the equipment cost difference was approximately $2,400, with the remaining amount attributed to markup. We understand businesses need to make a profit, but given the circumstances, we hoped the company would consider some flexibility. We've proposed what we believe is a reasonable compromise and followed up, but have yet to receive a response.
To make matters worse, the system has now developed another problem. Since yesterday, it has started making a loud gurgling sound whenever the heat is running, in addition to the original honking noise.
What has been particularly disappointing is the amount of time and effort we've had to invest just to get these issues addressed. We've repeatedly had to follow up, escalate concerns, and push for answers. It shouldn't be this difficult to resolve problems with a relatively new system.
With winter approaching and major construction about to be underway at our condominium complex, we're increasingly concerned about getting this resolved in a timely manner.
We genuinely regret purchasing this Carrier system and wish we had kept our previous Trane unit instead. We expected much better given the significant investment we made.
We aren't asking for anything unreasonable. We simply want a properly functioning, reasonably quiet heating system and a company willing to work with us toward a fair resolution.
Unfortunately, based on our experience to date, I cannot recommend Kermit B. Schulz & Sons. I sincerely hope they will take the opportunity to make this right, and I would gladly update this review if they do. read more