Bryant (Carrier) whole house AC unit #552A-030 - puron leak at 3rd season of use - labor not included in warranty

Complaints.com received the following consumer message on July 2, 2002:

From: Susi and Doug [ddorrer AT earthlink.net]

RE: Bryant (Carrier) whole house AC unit #552A-030 - puron leak at 3rd season of use - labor not included in warranty

I have had a Bryant whole house AC unit installed by a local installer. Unit Model #552A-030. This unit uses PURON, the "new" freon. This year, before beginning the 3rd cooling season after having used the unit sparingly for 1 1/2 seasons as it was installed in mid-season in 2000, I attempted to turn the unit on but it did not kick in. After checking all fuses and settings, I called the installer who came to diagnose and was informed that there was a freon leak and that the coil had to be replaced. That was all well or so it seemed, as there is a 5-year warranty on the unit. I requested from the installer to install the replacement coil free of charge and was informed that the warranty only covered parts. Replacement PURON and labor was not included. NOTE: Am I glad I didn't get suckered into purchasing an extended warranty--those border on consumer fraud anyway if you ask me....

The installer himself has stated that these new units of the same or similar model as mine have broken down often in our town lately (pop. less than 20,000), and he has also stated that the new PURON freon sucks as well as the fact that the machines' production is so automated that too high a number of duds go through to the consumer without being caught by a quality control check-point. I advised Carrier/Bryant to please cover the labor cost and my request was denied. I now have a faxed letter in to the Chairman & CEO, Mr. George David of United Technologies (Bryant parent company) to see to it that the labor is covered, but to no avail or response as of this writing. (July 2, 2002).

I have made several phone calls to see if I could get someone in Quality Control to make them aware of my complaint and see if same or similar models have been reported with problems, but there is no getting into the system to get anyone's attention. I have resolved myself to the fact that I was had. My advice: Skip Carrier, Bryant and any other United Technologies products. I will do my best to do better research now that I have the computer and will avoid their products if my life depends on it. I have no patience for anyone who does not stand behind their product. In addition, should the fancy ride me enough, I shall install a permanent sign attesting to my dissatisfaction of Carrier etc. onto my house for all to see!!! United Technologies' email address, please advise if it has been sent... corpsec AT corphq.utc.com Thank you

Comment On This

We purchased a Carrier central air conditioner with 5 years parts and 1 year labour from a Carrier authorized and reputable dealer. Three years into installation the unit leaked Puron. After a costly $400 leak search service by the dealer, root cause of the leak was found in the suction valve of the outside Carrier unit. The dealer wants the customer to cover the cost of Puron (approximately $250-$300) for which the customer is not at fault. Carrier refuses to cover the cost of Puron as it is not under warrantee described in fine print (haven’t found this yet). After discussing the issue with Carrier’s senior representative no progress was made. She instead asked me to contact the distributor (with whom I have no contact) to see if the cost of Puron will be covered. Since Puron resides in a closed system and root cause of the Puron leak is with a Carrier part, the customer should not have to pay for the leaked Puron. The responsibility should be that of Carrier and not the distributor as it is a Carrier part that failed. Their suggestion simply defies and logic and reason. In addition to this, we are expected incur additional charges by the dealer for the Puron (approximately $250) and three additional hours of labour (approximately $300+) for the repair. Total cost to resolve the issue is approximately $1000 or 30% of purchase price, installed. Considering the unit is relatively new, the failure and cost of resolution is completely unacceptable.

Going forward I will NOT PURCHASE any Carrier products!

Comment On This

I wouldn't buy a Carier / Bryant product if they paid me to. My not-quite 3 year new Carrier Heat-Pump has not worked 6 months straight without failing. It fails in the summer -- it fails in the winter. And it began to rust with in 6 months. Now it thoroughly rusted. I called them about replacing the prematurely rusted Heat-Pump housing - told them if they will replace the part I would be willing to pay installation costs. They laughed and told me "no deal" even though its still under warranty - they don't warrant their products against rust.

Keep in mind that while Bryant-Carrier might pay for some parts during the warranty period, they do not pay for labor. And they DO NOT warrant against rust. Once the warranty runs out you may as well through the #$%^! thing in the trash and go someplace else to buy a new one. Well, there's my opinion.

I see Bryant/Carrier as nothing more than pure junk.

Comment On This

carrier really does not care about the home owner at all. they just want to sell the ac units and forget them.

my unit has had every part replaced ovr the past 7 years and guess what.........

carrier/bryant just says so what!

given time they will be out of business.