On August 20, 2020, Tipping Hat Plumbing, Heating & Electric was hired to replace my A/C and furnace at my property. I am dissatisfied with this company for the following reasons: 1. Tipping Hat neglects all administrative functions. A. I had to remind the salesman of his quoted price. He “forgot” that he offered a $1500 discount. B. Tipping Hat applied for the wrong permit valuation amount. The accounting department undervalued the permit valuation by $3,920. C. On the date of installation, Tipping Hat Plumbing, Heating & Electric provided me with an AHRI certificate that outlines the wrong evaporator coil serial number. Additionally, Tipping Hat completed Xcel Energy's Rebate application on my behalf with the incorrect information. No explanation has been provided as to what equipment was originally outlined. D. My invoice states that Equipment Make (3) is noted as Rheem equipment, but an ADP Evaporator Coil was installed. 2. Tipping Hat fails to fulfill its contractual obligations A. On August 18, 2020, I was promised the installation measurements. It has been two months, and I have not received the measurements. B. Denver’s Development Services website states, “Before you begin construction, you need to be sure your project complies with the Denver Zoning Code. This applies to zoning limits where an outdoor A/C unit may be located on your property.” I asked Ken Kutsch, Vice President, before the installation, if a Zoning Permit was required for my job and Ken Kutsch told me over email that, “Denver would not allow us to pull a zoning permit for this heating and cooling application.” Additionally, Erin Eastwood, Finance Manager, reviewed my question and did confirm that my job does not require this permit. Erin informed the CPC City Inspector that she has"...never had to pull a zoning permit for an A/C in all my years doing this.” On September 10, 2020, I received a violation stating I violated the Denver Zoning Code of the City and County of Denver for, “59-26(d) Structure erected without a permit. The A/C unit on the north side of the house is in the north side setback and would need a zoning permit/review before installation.” On October 7, 2020, Tipping Hat started the process of pulling the zoning permit, as their contract states they will obtain on my behalf; however, did not consult with me about the relocation of the unit. I have requested three times to be cc’d in all correspondence and my requests have not been fulfilled. C. Tipping Hat’s contract states, "Installed by Licensed Tech." I have requested the licensure of the technicians (apprenticeship, journeyman, supervisor’s license) and have not been provided with that information. The lead technician on my invoice is listed as Brad; however, Brad was not present during the installation. The technicians were Jake Belt and Alden Dunham. D. The electrical work was subcontracted to Elsco Electrical & Lighting Services Company LLC. There was no discussion around subcontracted work and Elsco Electrical & Lighting Services Company LLC’s contractor status is about to expire (10/31/2020). E. Tipping Hat’s contract states, “Some companies cut corners by not pulling a permit or by not replacing auxiliary parts with your installation, whatever the case may be it’s important to know what you are getting.” Not only did they cut corners with the administrative oversight, but they also substituted the Rheem equipment with an ADP Evaporator Coil without informing me. F. Tipping Hat’s contract states, “If you disagree, if you do not like the products or systems, or feel it was installed poorly, we will make it right or if we can’t agree we’ll give you all your money back, no questions asked.” I have expressed numerous times (via phone and email) that the unit was installed poorly. Here’s why: 1. I was told to replace my working furnace (installed in 2014) because it is not properly filtrated, needs to be rotated 180°, and to comply with HVAC best practices manufacturers should match. Not only does the configured filter cabinet not properly filter, but it is also in an inaccessible location and sharp sheet metal edges are exposed. Additionally, the unit occupies the same location and the manufacturers do not match. I requested to speak to the salesperson to discuss the discrepancies, and he is no longer employed with the company. 2. The installation has failed inspection due to, “no combustion air, and flue increases lap going the wrong direction. Furnace/water heater must be vented correctly.” No attempt has been made to correct. 3. I have been without heat since August 20, 2020. When I went to turn on my newly installed furnace during the snowstorm, it does not work due to the following error message, “A045_F Inducer Lo Pressure Switch Won’t Close.” No attempt has been made to correct. 4. Martin, the unlicensed HVAC field manager, identified a gas leak on October 16, 2020, from the furnace, which has been leaking since the date of installation. 3. The customer service has been extremely dissatisfactory. A. Throughout the installation, the technicians were complaining about being over-worked and poor management. Additionally, during a pandemic, they were inconsistent about wearing masks. B. In an attempt to come to a resolution, Ken Kutsch sent Martin, the HVAC field manager, to my residence on October 16, 2020. Martin was not informed of the scenario and came to my house unprepared. With Martin’s agreement, I recorded the conversation because of my experience thus far with Tipping Hat Plumbing, Heating & Electric. Martin took pictures of the installation and the proposed location to comply with the zoning ordinance and assured me that, “He will do everything in his power to make it right.” I received a phone call from Ken Kutsch after Martin left my residence and he continuously referred to my concerns as “demands” and continuously said my behavior was aggressive. Ken will connect with the team on Monday, October 19 to provide solutions to “my demands.” Who knew an A/C installation would take two months to complete? C. President Phillip Eastwood states, “A man is as good as his word. So this means - no risk, you can’t lose! You have my word.” I have requested to speak to him numerous times and my request has gone unanswered.