I purchased two heat pump combos from this seller, totaling over 14k in parts. Unfortunately, they mishandled my order at every step. When I was configuring the kit on their website, it only offered incorrect options for the thermostat and line sets. I decided to call to place the order instead, and the representative assured me that the selected thermostat would work and that the proper line sizes were chosen. Trusting their expertise, I proceeded with the order.
When the items arrived, it was clear that they were wrong. I spent hours on the phone trying to explain to their technicians why a specific thermostat wouldn't function with a particular heat pump system. Eventually, they accepted the return. They also seemed unaware of the necessary downflow kit for the air handler.
After returning the line set, they sent a replacement that lacked insulation on the liquid line, which is required. I had already paid for insulation with my initial order. Additionally, one set was completely missing the liquid line. I had to return it again and find a solution elsewhere.
Overall, this was an incredibly frustrating experience, and I would never choose to work with them again.
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