I also got overcharged for the materials provided. The tech never figured out the problem so they did not really help me at all. Very unhappy with this company. Update Dec 2013: Tom Gordon responded at length in September 2013 to my original review so I now feel I must elaborate on my experience to correct a number of points made in Tom?s response. Here goes? First, Tom installed our 3 geothermal units in 2008 and overall we are very happy with the entire planning effort, installation, and all but two of the service calls we have had over the years. The last service call was the one I wrote about in this review. I would not have even rated Gordon Air Conditioning negatively based solely on this one service call except we had a very bad experience a couple of years ago too and those two bad experiences sort of spoiled things for us. First, some good points. Tom did a fantastic job working with us while planning our house. I was impressed. His long time service technician, Eric, is a great guy and is an excellent technician. MaryAnn in the front office has always been great too. Like I said, our geothermal units are great, installed well, and we are very happy with them. Overall I think Tom is a pretty honest guy and has never intentionally tried to do anything bad. Next, a summary of the two bad experiences. First problem ? Two years ago his technicians offered to install UV lights in our air handlers. They had one available on their truck so I asked to look at it and at its specs. I researched it and agreed to have them install all three?one then and two when they had more in stock. The two installed later were totally different models made by a different company and would have been more expensive for me to maintain. I told Tom I that I expected all three units to be like the first one installed and explained in detail why the two units were not what I had agreed to buy and that they would cost me more money to maintain. (Hundreds of dollars over the life of the lights, especially if I hired them to do all the maintenance on them.) Tom told me that there was nothing wrong with what he had done and was very argumentative (in a fairly polite way) about it. After much wrangling, he finally agreed to pay for new units to match the model that I agreed to buy, but I had to do all the labor to install them. I was not completely happy with the experience but was glad to get it resolved. It was not pleasant. Second problem ? This is the problem I reviewed originally in July 2013. There are so many parts to this that I only gave the highlights in the original review. Tom responded back with a lengthy rebuttal. Here are corrections to what he said: He said I reset the system?s diagnostics. The fact is that I didn?t reset any diagnostics. I don?t know how to do it even if I would want to for some reason. Tom said that I did NOT want to follow-up on his technician?s recommendations. The truth is that I discussed the problem with my unit with his technician and I did exactly as he recommended to attempt to diagnose the problem further when he could not fix it. I eventually figured out what was wrong by looking elsewhere (a blocked condensate line) on my own. Tom said I complained that I could find a replacement part cheaper on the Internet than what he charged me. True. I complained that a $6 condenser cost me $120 installed, plus the normal charge for the service call. It takes maybe 10 minutes to install one of these condensers. So yes, I think I was overcharged for this $6 part. I probably would not have even complained about this part except for the fact that it did not fix my problem at all. So I get charged a lot for a part that did no good in solving my problem. (footnote: Tom says my old condenser was slightly out of tolerance so it needed replacing anyway. The technician never shared that with me. If he had, I would have said thank you, but I will pay $6 and spend ten minutes to replace it myself.) Tom complains that I neglected to share that he credited me for the $120 cost after I returned the $6 condenser. The truth is that yes, he did finally give me a store credit for the part but only after much complaining on my part. I wanted a refund but finally agreed to the store credit. I never lost $200 as Tom stated. I had absolutely no issue with paying for the cost of the service call (about $80 I think). Tom stated that I have a track record of complaining. I have had probably a dozen service calls over the years with his company and always gave his guys high marks in writing and even verbally on some occasions. I personally told my builder how happy I was with the initial installation that Tom?s crew did and how impressed I was with Tom in the planning process. Also, 69% of my Angie?s List reviews are an ?A? so I think it a little unfair to classify me as he did based on two complaints amid a sea of previous compliments on him and his team. I suspect that he thinks a grade of "C" is a little harsh. Unfortunately, having more than one really bad experience in recent times after several good years previously indicates problems that are not trivial. I stand my the "C" rating. We mutually agreed to part ways after this last problem. I wish him well.