"Hey [Member Name Removed], it’s unfortunate to hear you are having some issues with your HVAC unit. After reviewing your comments I'm a bit confused. The only items we requested of your insurance company were items that the City of Carrollton requires whenever you install a new roofing system. After you stated your discomfort with these requests, we did agree to go ahead and have the additional work completed at [Member Information Removed] cost to you. Before we install a new roof we always inspect in the attic. This is due to the fact that, while City Code mandates that nothing should be within 4 inches of the decking, people will still place electrical, gas, and/or plumbing lines within this area. This code is in place as it is extremely likely that anything within this area will be punctured by roofing fasteners and/or nails. This is exactly what happened in your situation, the line was between the roof sheathing and your interior drywall (an area that can’t be inspected from the attic). While this is generally covered by your insurance, you informed us that you didn't feel comfortable talking to them about this. While our contract does in fact say this is an excluded item, as we can't reasonably be expected to see through walls, we split the cost with you in the sake of customer service. When the HVAC company came out, he verified that the line was previously installed improperly (violating IRC & IPC - 1101.3 & M1308.2), repaired the puncture, installed a nail plate to stop future nails from creating more punctures, and recharged your unit. To be clear we didn't install or replace any part(s) of your system. As for the leak you did notify us of a leak on 5/22/2019, our production manager was out to your home on the 24th, where it was believed the leak had been taken care of. We since followed up for a few months after this without a response from you. However, if you are experiencing any issues with any of our work, please reach out at your earliest convenience so that we may be able to assist you."