The whole process of upgrading was not as exciting as we felt about getting rid of swamp coolers. We saw a TV commercial showing a finance option so we called. Reason why we decided to go with Scott Contracting was because of the professionalism of the guy who came out to give us the quote. We thought he would represent the rest of the company and our future experience, but it wasn't the case. Original quote was made late May. We decided to upgrade in September because we would no longer need to finance. They still honored the quote they gave us. They emailed me a quote via email with a description of the job to be done I noticed there were a couple of blank areas. Because I wanted to set things straight with the blank spots (e.g. location of A/C unit), I called Ruben (the office manager) for him to update the quote and asked him to include the Model #'s of what I was getting. The guys that showed up on day 1 around 8:00 am but didn't dress professionally like the guys in company uniforms on their website. They cursed a lot while at my house and on my roof in spanish (I speak spanish too) which I thought was completely unprofessional because the cursing was excessive. They supposedly couldn't get the lift in on day 1, so my new A/C units sat on my front yard all night on day 1. One of the men cut a hole in my wall for the thermostat/control panel on the most random spot right below a painting...I wish he would've asked what I thought before he made a hole in my wall. He acted like he didn't want to move it at first and said he would ask and quot;Shortyand quot; and told me to ask him (and quot;Shortyand quot;) the next day. Day 2, I meet and quot;Shortyand quot; and I told him about the panel, he got it moved. They had to cut a new hole and they had to patch the old hole. They quote states they will and quot;repair, texture and paint any drywall damaged or removed for the purpose of installation.and quot; Because I didn't have matching paint on hand, it's still an eye sore. I heard and quot;Shortyand quot; and his partner struggling with one of the lines they were trying to run up from my A/C condenser to the roof and after awhile they wanted to give up. and quot;Shortyand quot; asked if I would mind if the copper line were run from my furnace closet across the ceiling (exposed), into and through a cabinet (holes would have to be cut) and down against the wall and into the washing machine drain. Uh no. I did not want a pipe running across my ceiling in my laundry room and a pipe in the middle of my cabinet. He said he understood and after a short while, the line was successfully routed straight up to my roof from the furnace closet. Job was supposed to take 2 days, a Thursday and a Friday but and quot;Shortyand quot; told me because a guy called in sick that they would need to return to complete the job. They finished around noon on Saturday. Day 3 the registers were replaced. I don't really care for the quality of the registers, they all have gaps in a corner. The register guy forgot to replace two registers. I had to call them back for that and and quot;Shortyand quot; came and replaced them the next day. Emails sent to Ruben with questions I had regarding rebates specials were never replied. That Sunday after the install, I had a runny, constant leak near my condenser and a damp water spot on my ceiling near the furnace. I had to call and quot;Shorty.and quot; After all they offer 24/7 emergency service. He sounded like he was in bed and not worried about my issue. He asked if I could put a and quot;bucketand quot; underneath the leak but I had to explain to him that it was a running, constant stream against the furnace and that the line was dripping as well. He then instructed me to turn off the water completely (I didn't know if it was good to turn the water to the A/C that was being used off) and said because he didn't have any tools or his vehicle with him, if it would be ok to show up Monday morning. Biggest issue was this: On the last day (Saturday) of the install and quot;Shortyand quot; gave me a 1/2and quot; binder (which I liked a lot) with my receipt, warranty info, product pamplets and reviewed the job with me. He showed me a page that had equipment information on it in which he said he filled out the S/N's for me. I decided to check the S/N's and models of the units with him still here. He had one wrong letter on the condenser, no big deal. But then I noticed that the model number on the actual furnace DID NOT match the model or package that I was quoted or expecting to get. It was a completely different model and the furnace said and quot;XBand quot; (which is supposed to be the lower model) when I was expecting and quoted to get an and quot;XRand quot; model package. I immediately wondered if they were trying to pull a fast one on me, so I asked what was going on. I showed Shorty my emailed estimate and he got on the phone to call and quot;Thibautand quot; the owner. He got off the phone relatively quickly and said and quot;Ya I talked to Thibaut and he said it was just a typo,and quot; and something like 'ya you got what you were supposed to get because the other furnace is waaay more expensive so he'd be out money because what you were quoted is a really good price for it and everything will function together fine.' I still wrote him a check for the total amount, but I was so uncomfortable with the whole situation of possibly being ripped off I put a hold on the check until the situation got resolved. I did email Thibaut and I did inform him of the hold and expressed that if they weren't selling what they were quoting that I didn't want it. After some email correspondence, he agreed to change out what they installed with what was quoted. I was out of town so we set a date for the exchange to occur on Oct. 1. On October 1st, they returned with the new furnace. The guys went straight to work on removing the first unit. They had downloaded the new furnace onto the ground from the truck and cut the box open. I went out to the truck to verify I was getting what I was quoted. The model numbers did not match once again. I asked the tech what the difference was between the other model and the one he brought and all he was able to say was that it had door knobs and foil insulation. I guess all he does is install. I had them stop what they were doing until I verified that what they brought wasn't less than the first model. The guy told me he could call the warehouse, but I didn't trust them anymore. He called and said it was fine. I wasn't content with that. I told them I would verify on my own if it was at least equivalent. I called Trane but the number is mostly set up for different calls, not really set up for customer service. The Trane website directs you to a dealer. An online chat I did went nowhere. So I called someone I knew and they told me that the unit should be equivalent to the XR package and that it was a more than decent model. The install guy knocks and tells me that and quot;Shortyand quot; wants to talk to me and he explained to me that they brought out a better model and that the first furnace was in fact a mistake made on the quoters behalf. He told me the quote guy would underquote or mix match equipment so they decided to let him go as a result of the whole situation. He explained all of the technical aspects of the model that was brought out and said I would be getting the and quot;full XRand quot; package I was initially supposed to get. He apologized for everything and admitted that the error wasn't caught on day 1 when the equipment was leaving the warehouse because he was on another site with another job. He then said if I had any problems in the future, to call straight to his cell phone and that he could help me quicker than me calling the office directly. After everything, I was happy that Thibaut decided to do the right thing and exchange the furnace I was supposed to get. I felt bad that the quote guy got fired because I thought it was the Office Manager who typed up the quote, but I guess they did their investigation. I didn't want to go through the headache of getting everything uninstalled and have to find a new company, but I let them fix the situation and I'm a lot happier now that they switched the furnace. I'm sure any one else would appreciate that act of customer service, especially when it comes to something that we paid the full amount on. Sometimes customers just want an explanation and if you're kept in the dark, it really does seem like something shady is going on...only difference is some customers forgive the situation some don't. I also expressed all of these concerns with Thibaut and he assured me that he would address all the issues I had during my install.