1st Choice was contacted by the [Member name]s in January 14, 2016, for a replacement system for their antiquated gas fired boiler. The [Member name]s had purchased a house in Shrewsbury, and decided to act as their own general contractor for their renovation. 1st Choice performed a full load analysis, and put together several options for system replacement, including the addition of a central air conditioning system. In addition, several options for a complete forced hot air, air conditioning system were also proposed. The [Member name]s received these proposals on February 2, 2016. At that time the [Member name]s decided to go with a high efficiency combination boiler/hot water heater, radiant floor heating in the living room and kitchen area, as well as the master bathroom. Upon signing the proposal, 1st Choice received a deposit on the job. 1st Choice then began designing pipe layouts for the radiant floors and boiler connections. 1st Choice also performed necessary demo of existing boiler, hot water heater, and designated baseboards where radiant floor was to be installed. On February 22, 2016 a call was received from [Member name] requesting that 1st Choice change the system from a combination boiler to a 2 [Member Information Removed] high efficiency gas furnace, with 2 [Member Information Removed] high efficiency air conditioner, locating the system in the crawl space, and zoning the system with dampers as the home is a split level. We agreed to redesign the system. An extensive duct design was performed to industry standards, to accommodate a zoned high efficiency system. It was thoroughly explained to [Member name] that the basement ceiling would require removal of soffit, decorative beams, drywall, and any insulation to properly run the duct tight to the ceiling allowing for customer specified "head room". [Member name] agreed that he would personally be performing the demolition as acting general contractor for the job, in effort to reduce their overall cost. Several documented onsite meetings occurred to verify the scope of the work to be performed. During these meetings it was explained that the raised subfloor would need to be complete for us to install our duct registers in the floor. It was also explained where the duct would be located, and exactly what areas required demo for duct to be installed. The duct installation process was also explained, in detail, including the space requirements to assemble 300+ feet of duct and insulate the duct. Duct designs were sent to [Member name] via email on 3/25/16. 4/4/2016: 1st day on the job. 1st Choice and the Delivery truck arrived at 9:00 am sharp. Raised subfloor is not installed. Basement ceiling is not completely prepped, soffits are still up, and decorative beams have not been removed. As both owners and our lead installer are unloading, [Member name] inquires "Is it too late to install the system in the attic?" Obviously it is too late to redesign the entire system considering the fact that we are unloading 300+ feet of custom designed duct. However, [Member name] did request a last minute duct change, that had limited affect on the design of the system. We obliged and waived the change order. After unloading, we helped [Member name] cut down one of the decorative beams, free of charge, as he was unsure how to remove them. We begin to cut our register holes However materials for the other trades are in every room where we need to work. The carpenter is still framing walls, there are windows in every room uninstalled covering the areas that we need to cut, subfloor is incomplete, the plumber is just beginning his rough, occupying the garage, and the electrician is working in our staging area. Discuss what needs to be complete and areas we need to work with [Member name]. He assures us it will be ready the next day. We pull off the job by noon. Day 2, 4/5/2016: Subfloor not finished Framing not finished Basement ceiling not finished Carpenter and plumber working in our staging area. Discuss again what needs to be done with [Member name]. He assures us it will be ready the next day. We pull off the job. Day 3, 4/6/2016: Subfloor not finished Framing not finished Basement ceiling not finished Carpenter and plumber working in our staging area. Discuss again what needs to be done with [Member name]. He assures us it will be ready the next day. We pull off the job. Day 4, 4/8/2016: We return having allowed more time to complete the tasks we were assured would be complete. Subfloor not finished Framing not finished Basement ceiling not finished Carpenter and plumber working in our staging area. We pull off the job. At this point a letter is sent via email to the [Member name]s explaining that as the general contractor for the job it is their responsibility to ensure that we are able to perform our work. We explained that each day that we show up and cannot perform our work is a huge expense to 1st Choice, and a wasted day. We stated that if we continue to be scheduled by the general contractor ([Member name]) to perform our work, and are unable to do so, that 1st Choice would bill the general contractor for lost hours. Given the circumstances we felt this was entirely reasonable. At this point things got ugly. The [Member name]s demanded that we perform the ceiling demolition, free of charge, stating that we had added a huge work load to their plates. We agreed that we could perform the work, but it would be billed as a change order. That was unsatisfactory to them. At this point the [Member name]s asked us to void their contract, which we agreed to do, for break even cost of time spent, and materials delivered. This was also unsatisfactory to the [Member name]s. They sited our 100% satisfaction guarantee. I don't know if you're keeping score here, but I believe it's 1st Choice that is unsatisfied with the [Member name]s for not allowing us to perform the job. I'm not quite sure what the [Member name]s have to be unsatisfied with? We were unable to perform our work, aside from the boiler, baseboard and hot water heater demo as stated in the contract. Given these circumstances, we were advised to revise our satisfaction guarantee to avoid those who would prey on our company, stealing our services, and then siting our 100% satisfaction guarantee as an unsatisfied customer, to simply "get something for nothing". I believe that all of our other reviews speak for themselves. At 1st Choice we take pride in our work, build relationships, but one someone takes advantage, we must take a stand. Thank you for reading. Christopher J Riley 1st Choice Air Comfort www.1stChoiceAirComfort.com