Everyone is a VIP except me. Mr. Abel Garza (owner) repaired and installed my system and did a good job that any profession would do, but the VIP service is nothing but a sham. I purchased the REME system made by RGF Enviromental Group, INC. (basically a supercharged UV light) which began to spark a few months after installation and I had to unplug it worried that a spark might catch the house on fire. I contacted AG Services in the begining of August 2012 regarding the problem and was told they would respond within a few days (now let me remind you I had also signed up for the service plan which means I am supposed to get an even quicker response). Well, in October 2012 (almost 2 months later), John (family/employee of AG) finally came out and took a video of the Remi system sparking and removed the unit stating they would send it to the manufacturer because they had never seen the REME system spark the way it did. I don't hear anything back from AG Services for another 2 months. I finally get a call from John in January 2013 stating RGF Environmental Group, Inc. found the problem was the fillament tape used on the system was allowing static build up to travel through the tape causing the sparks. John re-installed the system and then charged a service fee for the re-installation of what was a "defective product" which took 6 months from the first service call to be repaired and re-installed (August 2012 - January 2013). I called and spoke with the customer service representative Lisa (Also part of the family) about the charge, everything seemed cordial but she refused to cancel the service charge stating the problem was the REME system and they are not responsible for problems with the product (I guess if you don't stand behind the product you sell, then this response would be acceptable) the problem is, accroding to John, the product wasn't defective, the installation was the issue since the wrong tape was used. Lisa then says the service charge was to cover the re-installation and that they didn't charge me for any parts (Wow, that's nice that I didn't get charged twice for the same part to be re-installed). If you sell a product, you need to stand behind the product. And Lisa, in case you read this, to answer your question, if I buy a product from any merchant, if there is something wrong with it, I generally return it to the merchant I bought it from and 99.9% of the time they will replace the product free of charge, most people don't return the product to the manufacturer because the merchant is willing to stand behind the product sold or replace and repair it at no additional charge if the product was defective, but in your case the product wasn't defective, the installation was the issue. For any consumer that goes to their website, don't bother reading the reviews, Lisa filters them and will only post the positive reviews (I guess I can't blame her, I wouldn't want to post negative review on my own web page).