Rosenberg Indoor Comfort - Mike Roseburg - David Partain 1. Misrepresentation of product and performance by salesman, 2. Pres. of company refused to acknowledge problem and was completely evasive about complaints. 3. Company's 100% satisfaction guarantee was completely denied and ignored. San Antonio Texas

I strongly defend the claims by this customer. My family has been in the air conditioning business for over 30 years. We have built our company on honesty integrity and professionalism. We promote honesty in our industry by serving on our state's regulatory board TDLR(The Texas Department of Licensing and Regulation.) This board helps monitor work by unlicensed and dishonest contractors. We have many loyal and happy customers.

This claim is the first and only complaint we have ever had for high utility bills after we have installed a system. We have installed thousands of systems and have not had one complaint other than this one. We installed this system over a year ago and nothing was written promising any utility savings. The customer has never complained that they are uncomfortable. They have been nice and cool. When the complaint first came about, we were right on top of addressing the problem. We have spent many hours digging into the installation. We sent numerous employees and the factory representative to the house to try to uncover a problem causing the high utility bills. Nothing wrong was found. We explained to them that the way they used the system had probably changed and they were keeping the temperatures lower. This will cause the bills to go up. They were not satisfied with this. We told them to get a neutral 3rd party company to come take a look at the system, they had another firm come out and test the system for free. They said the coil (one component) had a possible restriction. We tested it and did not find this, but we replaced the coil at no charge to show them that we were trying to make them happy. They were still not happy and contacted us once again. We told them that we wanted to go back out there once again and perform some more tests and also bring the factory representative to see if something could be uncovered. They refused this and will not give us another chance to try to uncover a problem. we do offer a 100% satisfaction guarantee, but the customer must give us a chance to satisfy them and this customer is not giving us this chance.