"Thank you for your review and sharing your experience. An important detail, thats missing, is while we were doing a leak check on your system - with the water valve slightly cracked (to identify any drips) - you personally (mistakenly) turned the water valve in the wrong direction (full blast) resulting in water pouring out of your system. And although we were prepared to do a leak search using a slight drip, we were not prepared for a customer to get involved with the installation and mistakenly handle a very serious valve incorrectly. We understood this was an innocent mistake and agreed to replace the warped plank that your personal contractor said needed to be replaced. "An easy fix" - is how he described it. However, we can not agree to your request to pull up two entire separate rooms flooring to repair a damaged plank in the hallway. Especially when your own flooring contractor said it was unnecessary and beyond the scope of a typical repair. We are more than happy to replace the damaged flooring that we (you and our installers) damaged together. - Additionally, it was brought to our attention that your floor was, in part, damaged due to a pre-existing water leak. Which was confirmed by your May 1-Star Yelp review of a different HVAC company, that stated "Had a leaking water heater and after ten days still no ok from ahs to replace it.""

"Mr. [Member Name Removed], I'm sorry, however, there is no way to make your system heat and cool at the same time. We’ve been out five times for the same reason. You’re setting one room on heat and the other on cool. It is simply not possible. This is causing an error code. We told you this as did the system's manufacturer (who you screamed profanities at). There isn't an air conditioning condenser - in the world - that can provide heating and cooling at the same time. It's like asking a car to go forwards and backwards at the same time. There is no problem with your equipment."

"Thank you for taking the time to write this response and my sincere apologies that your experience with our company was unsatisfactory. Please allow us to better understand the problem so we can work towards rectifying the issue. After your system was installed in September that unit was flashing an error code indicating the faceplate and pump had to be replaced. We ordered the faceplate the second week of October and returned October 28 to reinstall it. Our technician also installed a new hidden condensate pump and tracking for a cleaner appearance on the wall. To the best of our knowledge this corrected the issue and we have no record of a call from you since then. Of course, I'm not implying you did not call, but perhaps you didn't call the correct number? Did you call a technician or the office line? The last thing we want is for you to have a system thats not working correctly. Can you please email me directly and let me know who you spoke to and what issue you're having with the system? Thank you so much and my apologies, again - Joey (joey(at)timosair.com)"