I had, and continue to have a nightmare with Service Experts (formerly Arctic Air). I had a 13,000 airconditioning/heating unit installed in my home at the begging of summer. Since the unit was installed at our home, we have not had adequate cooling to any of the rooms in the house. Some rooms were freezing, some, primarily the master bedroom, where the cooling is most important, it continued to be sweltering hot. On at least three occasions Service Experts were at the house to check on the problem. On each occasion we were told they would return "in a few days" or "early next week", and on each occasion it took us waiting for them to return for more than two weeks and then finaloly calling to get them out. Each time we complained about this to the expert who was at the house and were told he would send "the manager" or "the boss". The final time the expert told us not to worry that he was "the boss" implying that our troubles were over. It has been at least two months since that visit. On each visit there was no explanation for why the air flow is so poor. Most recently the service expert suggested we consider cutting another vent in the master bedroom and have two sources of airflow. I was actually ok with that if it would fix the problem in there, but then again, no further communication from SE. On all service visits the subject of vent face covers was addressed. I was under the impression that they would be replacing all of the old painted, bent up, non-adjustable vents covers that have been on the vents for ever and look absolutely hideous. Instead, they only replaced three or four, and in each case, with an ill fitting face cover that doesn't cover the paint that was chipped away by pulling the old off. Finally, I'm not convinced that the 13K unit they sold us was really needed. I have come to question this due to the fact that: 1) there is no improvement to heating and cooling in the house, 2) Our PGE bill has not decreased as was touted by the salesperson, and 3) A friend of mine recently purchased a unit from Service Experts and paid 15K but has a home twice as large as ours. In closing, my concerns are, poor service, poor follow through, poor client dissatisfaction response and resolution and, questionable professional advise with regard to cost of recommended equipment. I very much hope Costco customer service is able to help with all these issues as I have little interest to take this to the next level and don't even know if I have any legal posture to take. Be wary of working with this company.