Farnsworth Heating & Cooling/Plumbing

My AC was recently having major issues because of the age of the unit here in early June and the unit ended up needing to be replaced. Prior to the replacement [redacted] with Farnsworth reached out to me immediately to discuss the issues and my concerns. [redacted] came out the next day and did a free complete inspection of our unit and was: extremely personable, informative, thorough, and passionate about his work. [redacted] took the time to develop some rapport with me and valued me not only as a human being but also as a potential customer, and earned my business.
Farnsworth as a whole was reliable and professional, and helped me navigate through the process of replacing an entire AC unit. As a new homeowner and new resident to Arizona I am thrilled to say that [redacted] and Farnsworth helped me immensely and worked tirelessly to resolve the issue and complete the install. I would highly recommend Farnsworth and I can assure you that I will work with Farnsworth in the future. Thank you [redacted] and Farnsworth for your superb service!

Review: Farnsworth proposed:1. Finance at an estimated 9.9% and approximately $75/mo2. Provide information to qualify for an APS rebate of $2453. Install a 14 SEER 4 ton Day & Night Split AC/Gas System4. Provide 10 year parts and compressor warranty5. Install New PRO 1 thermostatPrice (of $6000) includes installation, taxes, and haul away of old equipment.They have reneged on furnishing a credit application and financing,They do not participate in the APS rebate program and cannot qualify for the rebate of $245.They have registered for the mfrs warranty but have provided no warranty info.Desired Settlement: Farnsworth keep their promise of financing, or send me a check for $4440 (the amount it will cost me over and above their promised financing) to finance with my present credit cards at 18.9% (variable and can only go up) over the 10 year payoff period.Farnsworth provide a check for $245 for the equivalent of the APS rebate that they promised but cannot deliver.Farnsworth provide a certificate of manufacturers warranty. Farnsworth does not appear on the list of Day & Night contractors.

Business

Response:

Mr. [redacted] purchased a unit form us on the 6th of August 2015. He paid with his credit card of his choosing. He then approximately 20 days later was asking to finance the installation? We are Not able to exchange forms of payment after the installation is completed., as our finance company does not perform re financing on already installed equipment and to our knowledge no one does such a thing. The time for Mr [redacted] to compare his interest rates on his card vs financing would be prior to making a purchase. As far as his allegation that using a credit card would expedite the installation that is simply untrue, we do same day and next day installations all the time with financed deals. Mr [redacted] also alleges that he was not provided a copy of his warranty registration which was in fact emailed to him on two occasions and is enclosed once again in this response. Mr [redacted] also states in the email thread enclosed that he acknowledges that he was given a discount for the APS rebate and states " I don't care where the money comes from either Farnsworth or APS". As far as the farnsworth warranty there is no file for his records other than the original contract. Again the time to decide what type of payment for ANY transactions prior to purchase. You cannot go to the grocery store and pay cash and then come back 20 days later and ask to pay with your credit card and get your cash back?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]On Aug5th I received an email from Rick G[redacted] the Farnsworth sales agent, with details of the Farnsworth proposal. I requested and received a more formal proposal. I gave Rick my credit card info in order to expedite the installation -- I needed the a/c ASAP and Farnsworth could install in one to two days. The installation was completed on Aug 8th. On Aug 8th I signed and returned the proposal document. I added, and initialed "Estimate 9.9% " under the note about financing. The note already said "Approximately $75/mo to finance". I returned the proposal as an attachment to an email. The email included the credit information that Rick had requested. On Aug 13th I sent an email to Rick inquiring about the status of the financing application. Rick responded within minutes that the amount of the financing would be $6450. I accepted the next day. I emailed Rick on Aug 20th that I still hadn't seen anything on the financing. He responded that the office staff had it and he would check on it. The next correspondence was from Tiffani Ordoenz saying she knew nothing about it. Continued inquiries failed to get a response. If, as Farnsworth says, the use of my credit card was in lieu of financing under the original contract (which I do not accept), Rick's subsequent "offer" of financing under the original rate and terms, but for an additional "consideration" and my "acceptance" constitutes a change order. Farnsworth is obligated to provide the financing under this change order.Prior to my choosing Farnsworth Rick verbally stated that the unit as installed by Farnsworth would qualify for the APS rebate. Farnsworth later stated that they were not qualified by APS but would seek qualification. They gave no date for qualifying. The APS rebate was the clincher for my choosing Farnsworth. It was offered after the price had been agreed upon and was not discounted in Farnsworth's price. I will accept a rebate from APS of $245 or a check from Farnsworth for $245.I received a product registration from ICP (International Comfort Products), followed by an email confirming the registration. Nowhere on either document des it state the warranty information. I inquired of ICP what the warranty terms were -- using their email form. The form contained the name and address of the installer. I never received a response from ICP, and assume they referred it to Farnsworth. I never have received any proof that there is a 10 year manufacturers warranty. This matter would easily be taken care of if Farnsworth provides a manufacturers certificate of warranty.I have additional email documentation showing I provided the credit info to Rick on Aug 8th, but couldn't attach it,

Regards,

Business

Response:

Again,The time to decide on financing or paying with your credit card is PRIOR to the purchase. Our finance company will NOT do refinancing of a already paid for unit. I am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction.

Review: [redacted]

[redacted] Revdex.com

Re: Farnsworth Air-Conditioning, Heating and Plumbing

On February 5, 2014 we signed a 5-year service contract with the subject company. Their agent was [redacted], Service Advisor. The contract was to cover two service calls each year (one in April for the AC and one in November for the Heat. We have a six year old [redacted].

On that date, they charged us $89.40 to inspect and clean condenser and coil; $129.00 for a compressor cap. They sold us the 5 year service warranty for $600.00 saying we saved $307.95 since we paid $600.00 for the contract.

I had to call them in April. They came out on May 1 and said everything looked good and didn't need any repair or cleaning. They refused to go up in the attic because they said he didn't need to since they had been here a few months before. The charge for that trip was $89.00, which we didn't have to pay because of the contract.

On July 28th our air conditioner wasn't working – we called Farnsworth. They sent a service person out and after looking at our system, he declared the thermostat wasn't working and we needed a new one at a cost of approximately $1, 000.00. We said we were sure it was still under warranty, so he said we would have to call the company that installed it. We did and they sent a service man out and there was nothing wrong with the thermostat, there was a safety switch in the attic which had been clicked off. This did cost us $69.95 for their service call.

On July 29th we called Farnsworth back and told them their service tech was wrong and it cost us for another service call. We wanted Farnsworth to reimburse us for that service call and/or cancel the contract and give us the remainder of the funds back. We have called them at least 5 times to get this resolved and they never get back to us. We won't use them again.

After this episode we were talking with some friends and neighbors in our senior Farnsworth community and also heard horror stories about this company from several of them. Thus our filing of this complaint against this company.Desired Settlement: We would like to be reimbursed for the balance of this 5 year contract and have the contract cancelled.

Business

Response:

[redacted] called Farnsworth heating and cooling and said that his thermostat was not working. Farnsworth dispatch a technician to his home. As the technician was trying to diagnose the problem with the thermostat, the homeowner told the Farnsworth technician that they had a parts warranty with another AC company. Farnsworth does not have a parts warranty with [redacted]. The Farnsworth technician told the customers that if another company has a warranty on the parts that they should call them because the bill will be lower or free (depending on the agreement they have with the other AC company). The Farnsworth technician was doing his best for the customer. Farnsworth could have fixed the unit but we did not want to charge them if the parts were covered by another company. Farnsworth did not even charge the customer for coming out on a service call. Farnsworth does not chage $1000.00 for a new thermostat (that must have been a typo). Farnsworth Heating and cooling does everything possible to make our customers happy with the services that we provide. Unfortunalty not every customer can be made completely happy despite our great efforts. Farnsworth has a great track record in the [redacted] valley.

Consumer

Response:

We disagree with Farnsworth's statement. We didn't call them and tell them our thermostat wasn't working. We called them and said our air conditioning wasn't working. The technician said our thermostat needed replacing, we said we thought it was under warranty. They did tell us to contact the original installer of our [redacted] system. Which we did. There was nothing wrong with our thermostat. A safety switch in the attic had somehow tripped and shut the air conditioner off. Why didn't Farnsworth Technician find that when he was in the attic and fix it without us having to pay for another service call from another company for $69.95 when we had a $600.00 service contract with Farnsworth. For this reason we want the balance of our service contract and the amount of the second service company's service call. Farnsworth obviously didn't charge us for the service call on July 28th because they didn't fix anything and it should have been covered by the service contract.

Business

Response:

Farnsworth is willing to pay for the service call from the other company. The longer this goes on it just seems to be a misunderstanding. The Farnsworth tech thought you said you had a warranty with the other company and did not know that you would have to pay a service call.

Review: I contracted with Farnsworth Heating and Cooling of Mesa Az to do biannual maintenance on the HVAC units on 8 units in Arizona City. The second time their technician came to my units he did not do the required service. After I contacted them to complain [redacted] Farnsworth told me they had fired the individual after reviewing his work. I told [redacted] Farnsworth that I was terminating our contract because of their lack of performance (this was a multi year contract) . Farnsworth Heating and Cooling has not refunded any money and [redacted] Farnsworth does not return my calls or emails.

This has been going on since march of 2014Desired Settlement: I want a refund of my money minus the cost of the first service call

Business

Response:

Farnsworth Heating and Cooling has called Mr. [redacted] back and we have offered to have a manager come out a personally take care of his PMAs. Mr. [redacted] has declined. We had a tech go to Mr. [redacted]s homes and did not check everything like he was supposed too. That employee does not work for Farnsworth any longer. We have told Mr. [redacted] that we let go the employee that did not do the work right and have tried to get a manger out there to take care of everything. Again Mr. [redacted] has refuses our attempts. Mr. [redacted] will not let us correct this situation.

Consumer

Response:

I have been in a dispute with Farnsworth heating and air since March of 2014 when their technician failed to perform the proper maintenance on my HVAC units.Because of their lack of performance I told [redacted] Farnsworth that I was canceling our maintenance agreement and that they should refund my money.[redacted] Farnsworth emailed me and said that a supervisor would come and take care of my units. Again I told Him that I was canceling our contract because they had not lived up to the agreement and the contract had been breached. Since that time there has been no response from Farnsworth to my phone calls, emails or letters.Their unwillingness to communicate on top of the terrible service reinforces my decision to cancel the contract.They have allowed this to drag on for 10 months and it is time they do the right thing and refund my money.[redacted]

Business

Response:

I have told [redacted] that we have let go the tech that did not do the job correctly and that I would send a manager out to take care of his properties. [redacted] is not being reasonable in this case. Farnsworth is trying to find any solution to the problem but [redacted] is refusing to even let us try to correct the issue. Farnsworth always does their best to take care of our customers and when a problem happens we do whatever we can to try and rectify the situation. We have given [redacted] a couple of options to try and resolve this but [redacted] is not even trying to cooperate. We cant help customers that done want to be helped.

I would recommend this company to anyone. [redacted] was very professional and thorough.The Ladies in the office are very Nice also.

TV ad said 1 lb of freon free with service call. One of our units was low on freon. I asked the service tech to apply the one lb of freon to the unit. He refused, showing me the a/c temp. gauge. Claiming it would probably take more than one lb. I said OK! let's try 2 lbs and then check the temp gauge and let's see where the unit temp is. Again he refuesd. All they wanted was a blank check. These units can hold up to 8 lbs of freon.I was not going to submit a blank check for freon at $75.00 a lb. Service tech left without charging for the service call($39.00) a unit(2)

Review: I am writing to request your assistance regarding an air conditioner/heating unit installed on April 22, 2013 by: [redacted] Heating & Cooling, [redacted]. ROC# [redacted]. Phone [redacted].

Enclosed with this letter to you, please find documentation supporting my claims, as well as my letter to Mr. [redacted] dated February 27, 2014, in an effort to resolve this situation directly with [redacted] Heating and Cooling.

A short history:

When the [redacted] representative came unannounced to my door I was interested in what he had to say as I had already been told that my unit was old and not worth investing much more money in it to get it ready for the summer weather.

[redacted] installed the unit.

As a result of a notice enclosed with my electricity bill, I scheduled an [redacted] energy audit, which was done on 11/01/13 by [redacted]. ROC# [redacted]. [redacted]. As part of the audit report, several deficiencies in the original installation were noted, (see enclosed letter to [redacted] and additional evidence)

I was able to obtain the electricity charges for 2012, which did, indeed, show that my bills AFTER the installation of the new unit were MORE rather than LESS as I was promised.

Normally, I would call the responsible installer to fix their own mistakes, but as you can see, there were SO MANY—and such professionally unbelievable-mistakes that I had absolutely NO CONFIDENCE that they could FIX what they so obviously did not know HOW to do in the first place.

Having more faith in a company "backed" by [redacted], I hired [redacted] (who had also been recommended to me by a previous client) to make the necessary repairs.

As you can see by my letter to Farnsworth, I asked for reimbursement only for items for which I had a verifiable out-of-pocket cost.

Shortly after sending the enclosed letter to [redacted] by certified mail, [redacted](?) [redacted] called me. He was very nice, telling me there was no way I would be reimbursed, but offering me 10 years of yearly checkups/preparation for the seasons, conducted personally by him.

I replied that would not be acceptable, even if I DID live in the house 10 more years. I told him the items listed in the letter represented JUST the BILLS I incurred, but not other problems like the mismatched thermostat, a cracked condenser cap, no energy savings, etc. In addition, [redacted] did not install a matching filter system with the new unit (an American Standard, made by Trane), but rather just placed the new unit on top of the OLD unit's (Goettl) filter base with the permanent Goettl filter still in place. We discussed these very briefly.

He said he would send my letter up to the boss. I never heard another word from them. This really surprised me because people make mistakes, but reputable people/companies take care of them; that is how they KEEP their reputation.

Since that time I went to change the filter. After a couple of month's use, there is absolutely NOTHING on the filter; obviously the main filtering unit, like the activTek air scrubber, was NOT CONNECTED to the air conditioning/ heating unit upon installation.

In addition to Farnsworth's lack of accepting responsibility and making fair amends, this additional discovery changes my initial request as far as the solution to this situation. I paid for a WHOLE NEW FUNCTIONAL EFFICIENT UNIT, not this mismatched, monkey-wrenched, [redacted]ched and re-worked nightmare.

At this point, I want ALL my money back from Farnsworth, PLUS my out-of-pocket expenses trying to get their unit to work properly, so that I may purchase a unit from a reputable company that knows what they are doing and will stand behind their work.

Your assistance in resolving this matter is very greatly appreciated.

Sincerely, [redacted]Desired Settlement: see Attached document

Business

Response:

We did not show up unannounced to her house. We only show up to appointments only. [redacted] does not guarantee any energy savings on new units. The unit manufacturers paperwork says that homeowners can save up too 30% on there utilities bills by installing a new unit. [redacted] does not guarantee that they will save money.

Thermostats cannot exactly be mismatched. We installed a correct thermostat that worked perfectly with the unit. That is not a valid point.

You do not have to install a matching filter system. That is an aftermarket part if the customer decides to purchase it. A standard filter base is more than enough to work with this unit.

The active tech air scrubber is not designed to stop or control any dust. The air scrubber is designed to attach hydrogen peroxide molecules to the air to get rid of germs and smells. This was installed correctly.

This unit was a matching air handler and condenser. It meets all manufacture specifications. We registered the unit with the manufacturer for a 10 year manufacturer warranty. I can prove that this is the correct matching system.

The active tech is a part that requires air to go a crossed it for it to work. To rotate it 90 degrees does not make sense. As long as the air flows across it, it will work.

“absence of sealing around the entire unit” the homeowner got exactly what she paid for. She did not pay for an entire duct seal.

“cooper tubing directly in front of the unit” most of the tubing for the ac units run along the side of the units. There was enough room for access panels to be removed and the unit serviced. I cannot help it if the other company thought there wasn’t enough room. My techs had enough room to service it.

“wiring was run through a hole in the corner” the units are designed to have the wiring go through a hole in the ac unit cabinet.

“damaged screen” we were never aware of this problem and the homeowner never gave us a change to fix it.

“higher utility bills” no where on the original invoice does it say ,[redacted] does not ever guarantee energy savings, that they would save money.

No where on the paperwork does it say anything about an energy rebate.

All of the work that was done by [redacted] was nit picking the [redacted] install and work that is covered under an energy audit scope. [redacted] did not do an energy audit and the customer got exactly what they paid for. We Install a matching unit per the AC unit manufacturer. If you look at the original invoice the customers claims are not supported. We contacted the customer after we received the letter to try and resolve the issue with the customer but her demands were to much. [redacted] always backs up their work. But we do not do energy audits and that is the kind of company that [redacted] is. This complaint should be removed from [redacted] due to the evidence of the original invoice and that the unit is correct. The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them. but at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is in response to the Revdex.com letter to me dated Monday, May 5th, 2014 (which Ijust received 5/9114), relaying the first reply I have received from [redacted] since I mailed them my complaint March 6, 2014. The Revdex.com contacted them on by behalf April S, 2014.

Farnsworth: "We did not show up unannounced to her house. We only show up to appointments only."

*It was my intention to go to Costco for an A/C unit as I have purchased other large items (carpet, etc.) there before, and I didn't know anybody by reputation here in Phoenix, as I had just moved here, after my husband's death in Tucson. I certainly never heard of any company in Mesa.

*During [redacted]'s visit, I called my son in Colorado to ask if he had any input on this situation. We can obtain that phone record as soon as [redacted] produces any record ofTIIEIR call to ME or MY call to TIIEM for an appointment.

*When I have called [redacted] Heating & Cooling since the installation, I get [redacted] Real Estate. You can BET I would not have bought an A/C unit from a real estate company!

Farnsworth: "[redacted] does not guarantee any energy savings on new units."

*It was part of Farnsworth's representative [redacted]'s presentation (he had kind of a 'flip' booklet) that told about the savings and the rebates. True, [redacted] did not say, "[redacted] itself GUARANTEES your savings and rebates. "But then, he did not say, "[redacted] itself WILL NOT guarantee what I am telling you. "

*Who would buy a new A/C unit if saving money was not a selling point of the company presentation and product?

Farnsworth: "Thermostats cannot exactly be mismatched. We installed a correct thermostat that worked perfectly with the unit That is not a valid point."

*"...cannot exactly be mismatched ..." ??? Haven't a clue how to address this!

*Note: I mentioned the thermostat mismatch, but as you see, I did not ask for any replacement or compensation for it. After all that has gone wrong, Ijust fmd it a bit irritating to be reminded by the "[redacted] Heating & Cooling'' name ON the thermostat that it is not a Trane American Standard like the unit.

Farnsworth: "You do not have to insta/1 a matching filter system. That is an aftermarket part if the customer decides to purchase it. A standard filter base is more than enough to work with this unit.11

* "Standard"? The Goettl unit I had before this "new" unit had a matching filter system that said "Goettl" on it, not 'standard.'

* This should have said "WE (not YOU) do not ...."to be accurate.

* How can the base, which in UNDER the whole unit, become an "aftermarket purchase"; you would have to REMOVE the WHOLE unit to 'install' it!

*Farnsworth's representative never mentioned this part (filtering component) of the "new unit."

* If this is so standard, why has the filter collected NOT ANYTHING all these many months, through the summer? Or is itjust not hooked up to the unit at all, merely sitting on top of it, like the activTek?

* "...base is more than enough to work with this unit." Not as it turns out, apparently.

Farnsworth: "The active tech air scrubber is not designed to stop or control any dust. The air scrubber is designed to attach hydrogen peroxide molecules to the air to get rid of germs and smelfs. This was instalfed correctly.11

[redacted] sent for the directions to see the proper installation of the activTek because the blue light it emits was not a solid light, but flickering, which led them to find the short in the electricity which prompted the disconnection of the unit until it was repaired to work safely.

*The unit has an arrow on it showing the proper air flow direction (see photo). Itwas not attached that way.

*Quoting the [redacted] Audit Inspection Report: Found loose electrical at uv lamp which is installed backwards. "

Farnsworth: "The unit was a matching air handler and condenser. It meets the manufacturers specifications. We registered the unit with the manufacturer for a 10 year manufacturer's warranty. I can prove this is the correct matching system.

* My complaint does not say this system does not match the unit.

* My complaint is that the cap on the hard start unit is cracked.

** I would very much like to have a copy of that 10-year warranty, please.

Farnsworth: "'absence of sealing around the entire unit' the homeowner got exactly what she paid for. She did not pay for an entire duct seal.11

*I did not pay for, nor did I expect, an 'ENTIRE DUCT SEAL.'

*The complaint addresses the most BASIC sealing to keep the attic air from being sucked into the house. (see photo sent to Revdex.com)

Farnsworth: "'copper tubing directly in front of the unit' most of the tubing for the ac units run along the side of the unit. There was enough room for the access panels to be removed and the unit serviced. I cannot help it if the other company thought there wasn't enough room. My techs had enough room to service it."

*At this point, I have to think whoever WROTE this [redacted] letter of reply has not seen/ nor is familiar with my unit model. My complaint says, "The copper tubing was run directly across the front of the unit preventing any access to the doorway provided for maintenance," not "in front of the unit." The tubing actually TOUCHED the front (maintenance) door from one side to the other, as if you taped a car door from one side to the other and tried to open it without breaking the tape.

* If" most of the tubing for the ac units run along the side of the unit," why didn't they do mine that way? There is plenty of room on both sides ofthe unit.

*There was NO room to open the maintenance door AT ALL. The door runs most of the way ACROSS the front of the unit.(This person does NOT know this unit model at all, apparently.)

*Their techs never "serviced" this unit after it was installed.

*For their techs to service this unit as installed, they would have to have been molecules.

Farnsworth: "'wiring was run through a hole in the corner' of the units are designed to have the wiring go through a hole in the ac unit cabinet."

*I think, by this point, we can question the writer's familiarity with this particular model, so I am not going to belabor this point.

*If this had been the ONLY problem and the unit worked safely and efficiently, I would not have even mentioned it. This just speaks to the lack of professionalism.

Farnsworth: "'damaged screen' we were never aware of this problem and the homeowner never gave us a chance tofix it."'

*If you did not know about the screen, it is only because your workmen did not tell you. They knew when they had to 'wedge' it back into the frame that it was damaged.

*The good news is that you can still replace the screen. (The $26.00 was a quote to replace it.)

Farnsworth: "'higher utility bills' no where on the original invoice does it say, [redacted] does not ever guarantee energy savings, that they would save money'"

* We covered this in the beginning.

Farnsworth: "No where on the paperwork does it say anything about energy rebate."

* True, nowhere on the paperwork does it say anything about energy rebate. So does that mean that [redacted] is not responsible for anything and everything THEIR REPRESENTATIVE SHOWED, not just TOLD, me?

*Do you/anybody believe that I was NOT advised of the available rebates being offered at that time as a selling point?

Farnsworth: ''All of the work that was done by [redacted] was nit picking the [redacted] install and work that is covered under an energy audit scope."

*I got the idea for an energy audit from a notice in my electric bill and because my bills were so high with a new unit. [redacted] was there to do an audit, not to find fault with the unit, neither [redacted] nor I knew what the inspection would reveal.

*What possible reason would [redacted] have to 'nit pick' anybody; they were asked to do an audit­ that's all.

Farnsworth: "[redacted] did not do an energy audit and the customer got exactly what they paid for."

*I did not ask [redacted] to do an energy audit, and I wish I had been one of the "spot checks" that [redacted] said he did when I talked to him. That would have benefited both the company and me.

Farnsworth: "...and the customer got exactly what they paid for."

*!!!

Farnsworth: "We install a matching unit per the AC unit manufacturer."

*Easy to claim; harder to prove.

Farnsworth: 11/f you look at the original invoice the customer's claims are not supported."

*True, you have to also look at the inspection report, the photographs, and the unit itself to see the support for my claims.

Farnsworth: "'We contacted the customer after we received the Jetter to try to resolve the issue with the customer but her demands were too much."

[redacted] did call me shortly after receiving my letter and my suggested solution to resolving the situation. He offered me 'free inspections' for 10 years, 'done by him personally.' I said I doubted I'd even BE in this house 10 years and that would not resolve it.

* My "demands" amounted to my out of pocket expenses to repair the install issues, the damaged window screen, rebate, and justified electric costs. They would have been wise to take responsibility and settle at that point, because since that time other problems/issues have come to light (like the old non-working filtering component) that have necessitated my request for ALL my money back so that I can purchase a whole new,functional, sqfe, efficient unitfrom a responsible, professional, reputable company who knows what they are doing and stands behind their work Right now I am stuck with a mis-matched, inefficient, monkey-wrenched, and re-worked nightmare that keeps revealing new problems.

Farnsworth: "[redacted] always backs up their work."

*Really??? What have I missed here?

Farnsworth: "But we do not do energy audits and that is the kind of company [redacted] is.11

* "...that is the kind of company [redacted] is." So????

*I was told there are about 100 companies [redacted] has in its inventory that do the audits. My understanding is that [redacted] is not one of them.

Farnsworth: "The complaint should be removed from [redacted] due to the evidence of the original invoice and that the unit is correct.II

*"...the evidence of the original invoice..." ???!!!

*...and that the unit is correct." What 'evidence' do they HAVE for that?

Farnsworth: "The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them but at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber."

*The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them ..." I can only GUESS this refers to the air filter component as addressed above.

* There was NO work DONE on this; maybe why it isn't working?.

* ... at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber." According to this rational, I guess I should be happy I got the condenser without specifically asking for it! And all the dirty fmgerprints all over the walls were 'gifted' too.

Note that [redacted] did not address:

* the short in the electrical wiring, as noted in the [redacted] Audit Inspection Report

* Quoted from the [redacted] Audit Inspection Report FORM: re System Effective Efficiency

"According to NCI standards, an acceptable working cooling system BTU delivery should meet or exceed 90% of the equipment nominal BTU cooling capacity."

*The Farnsworth-installed unit tested at 75.6% (and it was a NEW unit!)

*Is the tax amount of $352.80 correct? Someone has circled it.