COMPLAINT: Emerald Goldman, Portland, Ore.

"Smith Heating & Air Conditioning of Oregon City, Ore., removed my old oil furnace and installed a heat pump and electric heater. The salesman and I agreed the mid-priced model would be a good choice, but he told me I should get a larger size to provide some heat to the basement in the winter. It turns out the ductwork radiates heat, making the larger heat pump unnecessary.

"It also uses more energy and costs more. Smith also custom makes the slot where the filter sits, so a standard filter, which costs $40, does not fit. The filter I need costs $89 and needs to be replaced every six months. When I called to ask for the part number, they refused to tell me."

DESIRED RESOLUTION: "Tell me which Trane filter I need in order to purchase it. Also tell me if there are any other brand filters I can use that cost less."

COMPANY RESPONSE: Michael Smith, president

"The replacement filter is BAYFTAH21M2A. We have provided this info on more than one occasion. This item can be ordered from any Trane dealer. Our Trane representative doesn't know of any other brand that fits."

STATUS: Resolved

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