08/01/2020 Dear Bryant /Carrier: I bought two Heat pump/AC systems. For both systems, the outdoor units are Bryant, and the indoor units are Carrier. They were installed by the same contractor Michael Bonsby HVAC, roughly the same time. One of the systems(System No.1) was installed in my home in Columbia, Maryland on 06/09/2014. It had a water flooding problem in 2015. On 11/07/2015, the system was replaced free by Michael Bonsby HVAC. On 11/21/2019, the system was found short cycling and was found leaking refrigerant. Now it need to be refilled every year. Another system (System No.2) was installed in my other house in Germantown Maryland on 06/20/2014. It stopped working in April 2019. On 05/02/2019, Michael Bonsby HVAC repaired a refrigerant leaking problem. On 05/21/2020, the system was found leaking again. A contractor estimated more than $6000 for leaking search and repair, which is higher than a new system. I decided to get rid of the system, and replaced it with a Goodman Heat bump AC. System No.1 was found to leak refrigerant only 4 year and 14 days after installation. System No.2 was found to leak only 4 year and 10 months. Also, the leaking repair by Michael Bonsby HVAC on system No.2 worked for only 1 year. ACs are supposed to work more than 10 years. It is not normal for them to work only four years. Because two systems have the same problem, I think there are may be something wrong in your product design or manufacturing. I hope your company can send people to investigate what's wrong with your systems. I have already lost system No.2, and I am trying to save the system No.1. I hope Carrier/Bryant can give me a free leak search, which costs up to $2300. Attached is the timeline history of my two systems. Sincerely Gongjie Yin(George Yin) 6714 Quiet Hours Columbia, MD 21045 Heat bump AC System No.1 06/09/2014: System Installation Installation address: 6714 Quiet Hours, Columbia, MD 21045 Contract Date: 06/03/2014 Price: $4237 Installation Date: 06/09/2014 Contractor: Michael Bonsby Heating and Air Conditioning LLC 7950 Cessna Ave, Gaithersburg, MD, 20879 Indoor Unit: Carrier Model: FB4DNF0 Outdoor Unit: Bryant Model: 213CNA018 07/25/2015: Water leaking from the indoor unit. I opened the unit and found the inside coil dirty. I bought coil cleaner and sprayed on the coil. No leaking anymore. Problem seems solved. After careful inspections, I found out the air filter could not be held in its place. It flew up when the AC fan is on. The filter size is exactly the same ad it is marked on the cover of the UNIT. In order to find out what's wrong with the filter, I compared it with another heat pump/AC system, which was installed in my another house roughly the same time. In this latter I name it as "Hear bump/AC System No.2". Both system No.1 and system No.2 are installed by Michael Bonsby HVAC, and they are very similar. Both systems have carrier indoor units and Bryant outdoor units. The only difference is that the system in my Germantown is 2.5 ton and the system in Columbia is 1.5 Ton. In the system No.2, the filter is heavy with metal frame and washable. In system No.1 the filter is disposable and has paper frame. 05/05/2015 Contacted Michael Bonsby HVAC for the Filter problem 08/05/2015: I contacted Michael Bonsby HVAC LLC, and explained what's wrong with the system. Michael Bonsby HVAC denied any responsibility. I then filed a complaint against Michael Bonsby HVAC, to Montgomery county office of Consumer Protection case # 45897. 09/04/2015. Mediation by the consumer protection Office With the help of the Montgomery county consumer protection office, I got a response letter from the general manager Mr. Manny Garcia. Mr. Garcia blamed me for washing and touched the coil. He also implied that I improperly changed the filter to paper filer. I proved with photo pictures that system No.1 came with original paper filter. Also Michael Bonsby HVAC marked the size for filter replacement on the unit cover. 11/10/2015 New Agreement with Michael Bonsby HVAC Mr. Manny Garcia offer to replace the system for me, for both indoor and outdoor units on the condition that I release Michael Bonsby from further responsibilities and liabilities. I agreed and signed the new agreements. 11/17/2015: System replaced by Michael Bonsby Michael Bonsby replaced the system for me with a brand new Bryant/Carrier Heat pump/AC system. New systems are the same models as the original one. 11/21/2019: System short cycling Call Service to Michael Bonsby HVAC Invoice : $212.20 The system is short cycling. I Called Michael Bonsby HVAC for service. The technician Jason stated in the invoice that "the outside unit was tripping out on low head pressure". He added 1 pound R410A refrigerant to the system and the system started to work again. 06/25/2020 . AC system blowing hot air 05/21/2010, Service Called $200 check #152 Capital one bank. by Mr. Fang Minghe. Kerry Airconditioning LLC, 3454 Harrington Dr. Ellicott, MD 21042. The AC system had been blowing hot air. I called Mr. Minghe Fang, a Chinese contractor. Mr. Fang said that the system has a refrigerant leaking and refilled it. Heat bump AC System No.2 06/20/2014 System Installation Installation address: 20466 Summersong LN, Germantown, MD 20874 Contract Date: 06/11/2014 Price: $5037 Installation Date: 06/20/2014 Contractor: Michael Bonsby Heating and Air Conditioning LLC 7950 Cessna Ave, Gaithersburg, MD, 20879 Indoor Unit: Carrier Model: FBHCNF030 Outdoor Unit: Bryant Model: 213CNA030 04/20/2019: System stopped working. Michael Bonsby Refused my service request. In April 2019, my AC system was found not running. I called Michael Bonsby HVAC for service. The lady who answered my phone said my system was not installed by them because she could not found it in their database. I sent a copy of my installation contract and payment receipt to them. Then she said I was on their "No Service List" because I was a bad customer(Because I filed complaint against them for my Heap pump/AC system No.1 in Columbia ). I told her I had to call them because my system has 5 year free labor warranty with them. After talking with her supervisor, she decided to send a technician to my place on 04/28/2019. 04/23/2019: File a complaint against Michael Bonsby HVAC. Case # 19-OC-064221. From the phone calls with Michael Bonsby HVAC, I was very worried that they would deny their responsibilities, as they did for my Columbia system. I filed a complaint against them to Montgomery county consumer protection office. The case was assigned to Mr. Lasantha Dahanaike, Investigator, whose direct phone is: 240.777.3635 04/28/2019: Michael Bonsby refused to repair my system. Michael Bonsby technicians came and checked my system. They made calls to their company and refused to repair my AC system. When I asked why, one of the technicians mentioned the general manager name Manny. I wrote an email to Michael Bonsby HVAC to protest. I explained to them that I waived my right for free labor warranty for another system in Columbia( System No.1 ). However, my Germantown system(System No.2) is still covered by 5 year free labor warranty. 04/30/2019 : Montgomery county consumer protection Helped me again. Mr. Lasantha Dahanaike, Investigator, from Montgomery county made phone calls to Michael Bonsby HVAC LLC. Then Mr. Lasantha Dahanaike called me and let me know that Michael Bonsby agreed to fix the system for me.On 04/30/2019, Michael Bonsby HVAC called me and scheduled to fix my system on 05/02/2019 Thursday Morning 8am -11am. I emailed Mr. Lasantha for the schedule. 05/02/2019: Michael Bonsby HVAC fixed the Refrigerant Leaking problem. A leak searching was performed. The leaking spot was found in the outside unit. A copper pipe was leaking near the compressor. The spot was very hard to reach. 05/21/2020 AC blowing hot air. Call Service. GAC service Invoice $109 Service Company: GAC services: Address: 227 E. Deer Park Dr. Gaithersburg, MD 2087 The GAC service technician stated in the invoice that the system is completely flat. He estimated cost of the following repairs: 1. Leak Search: $2300 2. Coil change Labor only: $2100 3. Refrigerant Change $2000 Total cost is much more than a new system. I decided to get rid of the Bryant/Carrier system and get a new one 05/27/2020 : Get rid of the Carrier/Bryant system A Goodman new system was bought and replaced the Bryant/Carrier system, by Mr. Fang Minghe. Kerry Airconditioning LLC, 3454 Harrington Dr. Ellicott, MD 21042 06/12/2021 Brea Lopez BBB Services Specialist Better Business Bureau [protected] ext 120 Dear Brea: I do not agree with the responses from the Carrier Corporation. I have Carrier/Bryant systems installed in 2 different locations in the 2014. They were the same type of heat bump systems. Both began to leak refrigerant just after 4 years of installations. This is not a coincidence. This fact could be an indication that this type of heat bump systems produced around year of 2014 could all have the same kind of problems. I think the Carrier Corporation should investigate my systems and all other similar systems, to improve their design and production. It is not normal for a heat bump system to run only for 4 years. Installation problems could be ruled out because of two reasons. (1) In April 2019, the heat pump system No.2(installed in Germantown MD ) began to leak refrigerant. Michael Bonsby Heating and Air Conditioning LLC, the installer, performed a leak search. The leaking spot was found inside the outside Unit. Michael Bonsby Heating and Air Conditioning LLC fixed the leaking. (2) I am managing properties for other people. I ordered 5 HVAC systems from Michael Bonsby Heating and Air Conditioning LLC. The other three: a. American standard HVAC system installed at 18626 winding creek place, Germantown, MD 20874. Installed in early 2010/ b. American standard HVAC system installed at 5007 Hollywood RD college Park MD. Installed in May 2017. c. LENOX HVAC system installed in 8310 Osage Ter, Adelphi, MD 20783 Among the five systems installed by the same contractor purchased by me, three systems all in good conditions. Only two Carrier/Bryant heat bump systems leak refrigerant. Sincerely Columbia, MD 21045 George Yin