Our experience with Richair has been overwhelmingly positive, starting with the excellent service we received from their very personable sales rep, Peter M. We're very satisfied with both the product and the service, to the point that we recently returned to them for some more HVAC work we needed done, and would do so again in the future. I only have two complaints; one, it took several weeks to get our ductless units installed initially, although this is forgivable because it was high season; and two, we recently had a service technician come to our home who was surly, rude, and unhelpful (although he did fix the issue we were having).