Airefco

Immediately upon installation of the new equipment in June 2016 we realized that the equipment was not functioning as promised, specifically that the continuous fan would not stay on and be continuous, and the variable-speed cooling system refused to respond to your programmed "calls" through the Infinity thermostat for specific fan speeds to equalize air flow and cooling throughout our house. As well, the system would not follow "calls" to tum off dehumidification. The net result of all the foregoing was that the new air conditioner was heating up our house rather than cooling it down. The problem is a design flaw that causes our upstairs to be 80 degrees and downstairs 65 degrees, because the system refuses to follow the settings, so we can't balance out the temperatures. Sullivan made multiple service calls and attempts to repair with factory/distributor assistance, they were able to correct the continuous fan problem by installing a new computer controller board and altering some internal settings. HOWEVER, they were not able to correct the fan speed problem directly or with workarounds. After pouring over the specs and manuals for the system in August, the Carrier factory finally admitted to us that the problem we were all enduring was a software/firmware defect in the Infinity system. Their promised solution is a firmware update, but they did not commit to the date of delivery for the fix. Suggesting that could be another 12 months before such an update would be ready. In the interim Sullivan removed the Infinity thermostat, and replaced it with a binary Honeywell model, and set the system internally to run at high speed at all times and in all conditions, thereby making an end run around (that is, turning off) the variable speed system which is impacted by the defective software. The "Honeywell solution" is a lot like buying a Ferrari and then putting tiny Fiat tires on it so it can only be used to drive down the driveway to the mailbox and back. We were sold a fourteen thousand dollar system and it was set up to run within the limitations of a five thousand dollar system, as we all waited for Carrier to do the firmware update. Sullivan promised and continue to promise to do whatever it will take to make us happy. Almost a year later the new firmware was available and Sullivan and Carrier came out to install. Guess what it still doesn't work. Didn't anyone test this stuff? And even worse the controls that we could access to do some manual adjustments to make things a bit better are locked out. If you go to modify the program it says call Sullivan, well we did last night. Someone was suppose to be here today to investigate the problem and no one has come or called. We are done with these people and this equipment. We were oversold equipment that can't work for our clearly defined needs. Though Sullivan promised to stick with us and ensure we are satisfied customers, they've stopped caring about us. Thank goodness when we saw the problem coming we got them to sign an agreement with us, stating that if they couldn't get it to work to our specs they would pull-out the equipment and we would receive a full-refund. We no surprise here, we now triggered that agreement and want the equipment out of here. We will keep you posted and see if they keep their agreement or if we will need to get lawyers involved. It's hard to imagine other people are not having this problem with the Carrier equipment. Certainly the brochure says it can do things it can't do. Also important to note Sullivan is a Carrier shop, so if you don't want Carrier gear don't go to Sullivan, but we don't think you should go to them anyway.