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  • I am giving them a 2 because I ended up not purchasing a unit through them. This is just about my experience with their process and customer service. Your mileage may vary. So my unit went out a few weeks back and I had a home warranty so I went through them first. They decided my 30 year old unit with a non-repairable compressor could be repaired so I went off looking for a new unit myself. I thought this company was unbelievable in their pricing and what they were saying they could do. I decided to contact their customer service to ask a few questions. My first one was when and how do I pay. The answer was when I placed the order I had to pay the full amount. My second question was about what happens when a contractor comes out and says I need additional things. The answer to that was, I would work with the contractor for anything beyond the scope of what I was sold through newacunit.com. Now for the reason I didn't buy through them. I asked what happens if I don't like the contractor or the process and want to cancel my order. There is a NO CANCELLATION POLICY. Wait a minute. So I place an order and pay $5k+ for a new unit without anyone coming to look at my property and I can't cancel if things go bad? That seems ridiculous. So they lost me as a customer and have a 2 star review because they had no way of cancelling if I was unhappy. No thank you. I did tell the person that sounded shady and I was just going to use someone else. They said Ok and that was the end of the communications. I would figure they would have at least tried to do something to keep me as a customer, but they were fine with being called out as shady and not trying to say something like they could add in a cancellation clause or something like that to make me feel better. Either way, I'm paying about $800 more for a new unit through another company who adds in a 12 year labor warranty and that came to my house and provided a binding estimate before I put money down. So the lesson is, if you want to put your trust into someone you never met, then they are probably a good company to use. For me though, I couldn't get past the feeling they were shady and I was going to be in for some trouble. Especially after customer service didn't even try to make me see they aren't a shady company.
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