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  • I purchased a new unit from Chas Roberts less than 2 years ago. In that time, there have been 2 major failures - a reversing valve and the compressor. Now, I can't hold a service provider responsible for the workmanship of a manufacturer (Goodman, in this case). However, I can expect them to stand by their products, provide service at a reasonable cost, and understand the warranties of the companies they represent. Chas Roberts fails in all regards. My unit has a 10 year parts warranty and customer service kept insisting that it was a 1 year warranty. The burden of proof was put on me to prove I had a 10 year warranty - nevermind that they use it in their sales pitch and its plastered all over the manufacturer's website. So after I showed them an email from the manufacturer, they agreed to cover the parts under warranty. That's when they proceeded to quote me $1400 labor for something that takes less than 4 hours to install. I called several other service providers and had quotes ranging from $400-$700. Chas Roberts was more than DOUBLE the next highest quote. Apparently, in the blistering heat of summer, Chas Roberts does not feel compelled to offer competitive pricing nor adequate customer service.
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