June 22, 2010: I bought a house in 2008 and just found out that the A/C unit is completely out of freon. I have a 5 ton unit, which holds about 10 lbs of freon. When I first called Air-Art, "Chuck" told me that I was under a five-year parts/labor warranty, but because they were not in my city, I would be charged a fee of $120 just to have them come out and look at it. I was okay with that. I called back the next day and he told me that I was actually under a 4-year warranty and that nothing would be covered and I would have to pay the additional $60 traveling fee just for them to come out and look at my unit, so it would be better for me to go with a local person. So, I called a company in town and the technician, "John, " told me about the freon and that it should last the life of the unit (really?!) and that there is a possible leak. It cost me $69 for him to come out and look at it. He said that he could fix it and add the freon, but that usually companies offer a 5-year warranty and that if there was something wrong with the lines or the welds, it should be the installing company's responsibility. He told me to call Air-Art and ask them about the warranty again while he waited in my home. When I called, "Chuck" told me that we were indeed under a 5-year warranty (hello?!), but that we would still have to pay for the diagnostic test (after we had already paid someone else to come look at it and tell us) and that leaks aren't covered under warranty. The honest technician told me to talk to them and ask them about the lines and the welds and that if it's something that the company did, I should NOT have to pay for it. He also told me that they don't work under another company's warranty, but if it was a problem that they caused from a unit that they installed, they would fix it (isn't that what all companies should do?). Anyways, since then, I have called Air-Art, the person who sold me the house, and another technician... and finally today, I hashed it out with "Chuck." I told him that all we've done since living here is switch the thermostat on and off and we haven't touched the unit at all (our backyard isn't yet landscaped, so my children do NOT play outside) and that we shouldn't have to pay for it if it's something that they did wrong. He told me that they would need to come out and look at it and we'd still have to pay for the diagnostic fee and the leak test. I became upset and told him that since I'm still under the 5-year warranty, I would like them to come out and remove their Bryant unit and pay me what was paid for it, so that I could have someone else come and install an A/C unit and he said, "That's fine. We can do that. Why don't you just talk to Richard about it." (Richard sold this BRAND NEW house to us--no one has ever lived in it before us!) I asked him if I could speak to his supervisor and he told me that his "superintendent" was out in the field. I then asked him to have the superintendent call me back today and asked for the superintendent's name, in which Chuck replied, "Service Man." I then said, " I would like his name please. I'd like to know who is going to be calling me." Chuck again refused to give me his name and said that he would just call me back later. I then said, "This is unbelievable! You can't even give me the name of your superintendent?" He continued to say that his superintendent would call me back and when I attempted to ask again, he HUNG UP on me. I am hot and angry now. I called Bryant directly and filed a complaint against the company. I am going to call them back tomorrow and discuss this issue. The representative from Bryant was very understanding and helpful. I can't believe that Bryant has a company like this mucking up their good name!