David R Northup Electrical Contractors Inc

The project was being performed in two stages - day 1 was removal of the existing coil in the furnace, old lines and old condenser, and installing the new lines and condenser.  The next day, day 2, called for installation of the condenser and testing the system.
 
The first day's work was botched.  The installation performed, to quote the company's own sales engineer, Ted Forcier, was "appalling".  The new Carrier coil unit had been scratched and dented, the duct work to the furnace had been cut with a sawz-all, with jagged-rough, not straight cuts, and had gapping holes.  I called Ted after seeing this installation upon my returning home from work that evening.  He said that he would take care of it, and I did email him photos that evening.  I received the following note from Ted at 6:20 am the next day "Now I understand the tone of your voice last night. The workmanship the pictures show is appalling. I will remedy this immediately. " Ted stood behind his word.  When I returned home that evening a new coil had been properly installed, damaged duct work replaced with new, the new Carrier condenser in place and running.  Really and "night and day" experience.  

What bothered me is that during the second day of this project when the revisions and full installation was being made, I did not receive any progress update calls from the company. They have an installation manager who really should have been on top of the matter and in contact with me.   I had placed a call to the Northup's office mid afternoon and was assured that the company's Vice-President Linda Northup would return my call - this never occurred.  I did hear from Ted very late in the day saying that he had been to my house, and indicated that everything was corrected with some minor adjustments he saw being attended to.

Ted followed up two days later and meet me early morning at my house to see if anything was needed - the system had been running now for 2 days operation.  The only outstanding issue shared with Ted is that the installers didn't leave any of the owners manuals, warranty cards and other misc Carrier documentation.  I was told this would be mailed to me.

While no one has explained why the installer on the first day left the job the way he did, the company did correct matters and in the end performed what visually appears to be a good installation.  I do feel this correction was made only due to my outreach to their sales engineer who did diligently ensure corrective actions would be taken after seeing the photos I emailed.  I've rated the company and A in responsiveness due to Ted's involvement.  However their VP should get a lesser grade for never returning my call.