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"I am thankful to have this chance to retort. This particular customer has a very old uninsulated house. We performed a manual J calculation on this structure.A manual J calculation takes into account all aspects of the structure and computes all of this information in to a tonnage amount. This structure computed to 9.8 tons which seems like a lot for a house , until you take into account there are 16'ceiling little to no insulation etc.. I explained to the customer that it would take 10 tons to heat and cool this structure, the customer didn't agree with this so I made him sign an agreement that states he is aware of the tonnage requirement and the fact that any type of comfort or efficiency would not be achieved with half the tonnage that he/she insisted that I install. I have this signed agreement in their file and this complaint has zero validity other than the customer made the wrong decision. I do regret that the customer made the wrong decision and I hope one day they will listen to the professionals."
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