I've recently used this vendor to replace an old PTAC unit. The installation was good and device is operational.
However, the low rating comes due to the sub par communication I received. This project was initiated back in June 2021 and it completed on December 2021. This was mostly due to the unit needing to be hand built from the manufacturer. But let's get into the communication issue. I never ever received a call in regards to any updates. I've had to constantly call to ask where the unit is, what the timeline is. Initially I was told it would be 4-6 weeks. Even though it was on the manufacturer who delayed this. An update here and there would have been great. After 6 weeks, all I can wonder is what happened. Even when it was time to schedule a tech to come out to install, I had to call to follow-up myself. Usually when I call, I get the "I'll call you back" but never received any calls back. My most recent interaction was very conflicting. One person saying the unit is still being delivered and another saying we can work on scheduling you since the unit is here. Just sounds like there's a terrible communication system in place at this company and something needs to be done to make things flow better.
I was specifically told the installation would start at 7:30am - 8am. At 9am I called their main line as there was no one at the lobby and no call as to where the technician is. Was informed there was traffic but of course they didn't bother to tell the customer who has been waiting with any updates
At the moment, I still have an issue as the discussed installation was different then what was installed. I was told "I'll call you back" it had been almost 1 week and still no call back. I spoke with their VP before the project started about installing a thermostat at the same time as the new PTAC unit but was never given a new thermostat.
I will add the only time I got a call was to get me to sign the contract and get me to pay for the installation.
Overall they did a good job installing but the administrative side of this company was a horrendous experience to deal with.
1 review 