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| - I received a message from Sal to "correct or clarify [my] review and hopefully improve the rating before [he] respond[s] publicly." Well I guess I should provide an update and share why I'm still disappointed. Lets start with an update of where we left off. I was promised a complete a/c install which never worked without errors. I refused the thermostat in the install as I had a new Nest and expected that installers would make sure that the wiring for the new A/C to the thermostat was without problems. When it didn't work without problems, an unprofessional tech, wearing torn up booties from outside my house and around blamed me and the thermostat. He avoided the logical things until I asked questions. He then said lets just wait and see what happens (already had been doing that, but fine), then charged me a significant "service charge" for coming out to dirty my carpet and to insult me (Was this a Monty Python skit?). Anyway, after a threat to message BBB (which I did), Sal did eventually respond (see other review for how I was treated) while I was out of state. He first talked about how he didn't like that I submitted the BBB complaint, but wasn't willing to accept ownership of the problems with his employees. He did realize that there was likely an electrical issue (which would be the logical thing) and sent an engineer who actually knew his stuff. He found out that during the install the A/C wiring was never reviewed by the installers and was just assumed that it was correct. If you were going to replace the thermostat for a complete system, but luck out in not having to, why you wouldn't inspect the current one is beyond me. It's making an assumption and we all know what happens when people assume. None the less since the engineer, there haven't been any additional issues. Why I was charged for the service call to have someone drag dirt around the carpet and insult me, I don't know, but Sal would not refund it. I believe he felt that since the installers ignored the wiring as I requested my $250 Nest not be replaced by a cheaper thermostat, it was now on me and he was doing ME a favor by not charging me again. I highly disagree on this and we "resolved" the issue on the BBB site with the agree to disagree on this topic. It's a wait and see period right now to see what happens with the new furnace and if it was affected in the process. If so, I'll probably be charged another fee (if I call Sal or someone else). It's a lose lose situation.
So my great "deal" ended up costing me more money, more time, being insulted, and significant headache to get working corrected. I would think a great company would make sure the full install, as purchased, was done correctly the first time, and if not, not to insult the customer or charge them extra fees. Again, Sal will probably disagree and state that they did everything right, but if they did, he would have had 5 stars and I wouldn't have wasted significant time and had to deal with a new A/C which wasn't cooling the condo. I did increase the rating from one to two stars because of the engineer. If the service by his employees and him was one of treating the customer correctly the FIRST time prior to wasting time with the BBB, I would have rated him higher. If Sal had sent someone to come out and fix the install issue without an extra charge, I would have been like fine, we all make mistakes, he was willing to make sure it was done right. But again, that wasn't what happened. It was extra fees, being insulted, minimizing the issue, not accepting responsibility initially, and requiring significant effort with 3rd parties to get things done. Again, in the end it appears the A/C component is working fine (will have to see if the furnace will now have new problems from the "fix") so for that I would now give 4 stars, but having to go through this ordeal of a process made me drop 2.
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