The installation itself went ok, but was quite expensive. I required some tech support afterwards (eg, help with the remotes, with some technical issues) that required a brief 10 minute visit from the tech on a couple occasions. Each time I was charged more than $100 in labor. So the support for this new system was expensive. About 1 year after the installation, the system failed. Since it is a backup system (heat+A/C), I didn't call Benoure to repair it until about 18 months after the installation. The tech visited, didn't even look at the outdoor compressor, and told us that we just had the remote set incorrectly. In fact, the tech was incorrect and we understood the system better than he did. After some phone calls, and more visits by plumbers, a plumber actually made the diagnosis-- he told me that it was because the fluid in the lines had leaked, and since the pressure in the system was low, the compressor failed. The compressor was covered by manufacturer warranty (thank you Mitsubishi), but Benoure found a way to charge us for many hours of labor for the replacement of the compressor and to fix the leak. By the time this was finally fixed (2 months after my initial call), the A/C season was over anyway. I asked for the labor on the repair to be covered, since the cause of the failure was the poor installation (fluid leak), on a unit that was only just installed 18 months prior. The customer service rep on the phone laughed at my request, but referred me to a business manager. Eventually, the business manager called me back and told me that I am entirely responsible for paying for this spendy repair. Even though this expensive unit they installed failed within 18 months, they would not guarantee any of their work. Afterwards, the business manager admitted that the compressor on the Mitsubishi unit is very time-consuming to replace, and that they should have just had Mitsubishi provide an entirely new unit and they could have just swapped them out, with much lower labor costs. But it was too late for me -- they are still charging me for the multi-day, multi-tech repair (at high hourly rates), even though they admit that in retrospect it was the wrong way to have repaired it. Although the unit works now, I have no confidence that it will last beyond another 18 months. In summary, they sold me an expensive system and would not back up their work when it failed 18 months later. So now they have profited by charging me excessively not just for the original installation, but also for a lengthy repair.