St. Petersburg, Fla. – Imagine living through months of discomfort, constantly checking the weather just to plan your day. That was the reality for Allison Gordon and her family, who had to endure a broken air conditioning unit since early December, despite having a valid 10-year warranty.

The family, whose AC unit was made by Bryant, a brand under Carrier Global Corporation, struggled to get their system fixed as the company repeatedly delayed the process. Initially, Carrier sent the wrong part, and when the right one was ordered, they told her she would have to wait until April to get it. To make things worse, the company eventually stopped responding to her calls.

For months, the family had no idea when—or if—their AC would be fixed, leaving them to deal with extreme Florida heat without a working cooling system.

Living Without AC in Florida’s Heat

For many Florida homeowners, air conditioning is not just a luxury—it’s a necessity. The hot and humid weather makes it difficult to live without a functioning AC, especially in homes that rely on cooling systems for comfort and health reasons.

“We literally plan our lives around the weather,” said Gordon, describing how her family had to check the overnight temperatures daily just to adjust their routine.

When temperatures soared, staying indoors became unbearable. The family worried about whether they could even stay in their home until April if their AC remained broken.

Despite multiple attempts to get the company’s help, Gordon received no response, leaving her feeling helpless.

Frustration Grows as Company Fails to Act

Even though the AC unit was covered under warranty, getting it repaired became an exhausting battle. At first, Bryant sent a replacement part that didn’t fit, further delaying the process. Then, they told Gordon the correct part wouldn’t be available until April, forcing the family to endure months without relief.

As the situation dragged on, Gordon felt ignored and frustrated, saying that the company didn’t offer any alternative solutions and eventually stopped answering her calls altogether.

“They haven’t offered to do anything, and they’re not even answering us now,” she said.

How a News Investigation Changed Everything

Feeling out of options, Gordon reached out to Consumer Investigator Shannon Behnken, who took the case to Carrier Global Corporation.

Within hours of Behnken contacting the company, Carrier responded, saying they would escalate the issue to their residential division.

Shortly after, Gordon received an email from Carrier, stating that they had decided to provide her with a brand-new compressor unit—for free.

But the good news didn’t stop there. Just hours later, Carrier called again to inform her that they would also cover all labor costs, meaning the family wouldn’t have to pay anything.

A Happy Ending for the Family

What seemed like an endless struggle finally came to a happy resolution. Carrier not only replaced the faulty AC unit but also covered the labor expenses, ensuring that the family didn’t have to bear any financial burden for something covered under warranty.

Gordon was grateful for the intervention, saying she believes that without the media’s involvement, the situation would not have been resolved so quickly.

“This wouldn’t have happened without you,” she told the news team. “The speed in which you got this done is remarkable. Thank you.”

The Importance of Consumer Advocacy

This case highlights an important lesson: companies often respond faster when public attention is involved. Without media intervention, the family could have been left without AC for months.

For other homeowners facing similar warranty or repair issues, this situation serves as a reminder to speak up, seek help, and hold companies accountable.

Tips for Homeowners Dealing with Warranty Issues

If you ever find yourself in a similar situation, here are some steps to take:

Document Everything – Keep a record of all emails, calls, and conversations with the company.

Know Your Rights – Read your warranty carefully to understand what is covered and what is not.

Stay Persistent – Follow up regularly and don’t let companies ignore your requests.

Seek Help from Consumer Advocates – If you’re not getting a response, reach out to consumer protection agencies or news outlets.

Use Social Media – Sometimes, publicly posting about your issue can push companies to act faster.

Thanks to media pressure, the Gordon family can finally breathe a sigh of relief. Their new AC unit is on the way, and their home will soon be cool again—just in time for the next heatwave.