AirCool Heating & Air INC

The original encounter was professional and positive. I was deciding between a Goodman heat pump and geothermal. I was a bit surprised that it took almost a month to get the final quote on geothermal which was $10k higher than the geothermal company had predicted, (a company AirCool contracted with). I went with the Goodman system because it looks like Goodman does stand behind its product. The installation was ok although the installer left my place rather messy and left the instruction booklet for the system out in the rain on my deck. A few weeks later I went downstairs to find standing water around the unit and my carpeting soaked up to about 10 feet from the unit in my den. I called the company (it was a Saturday) and they sent someone out who arrived shortly. He spent several hours trying to figure out the problem, but told me someone would have to come back the next week to finish. I had to leave him there (outside) as I had an appointment. The next day I went back downstairs and I could hear running water coming from behind the unit. I called the company again and the manager called me back. He was very condescending, calling me "lady" repeatedly and assuring me it was not running water, but simply my system running correctly. I said that it was running water and that it was not a sound I had heard from the system before, so apparently if that was correct then it had never run correctly up to that point. He said someone would come the next morning. I was very worried as I told him, because I heard that same sound behind my refrigerator last summer and had $18 K water damage. My friend who is a contractor came that night, and I asked him to listen to the running water sound, but when we went downstairs I realized the water sound was gone. He showed me the reason--all the copper pipes had about 2 inches of ice around them. He was surprised that the pipes were not insulated at all, inside or outside. Also, he said the settings of coolant were apparently never checked after insulation, because the frozen pipes were a sign of low coolant. The company sent someone the next day while I was at work and fixed it. I guess put more coolant in. I never got a follow-up call, apology, explanation or anything. Again, the area around the unit was a mess, the insulation was sloppily done, and my carpet was still soaked and no mention of fixing that. I sent an email to them a few weeks later and "Ed" called me to discuss the matter. He said he would discuss with his manager and call me back. He said he would also send him an email. He confirmed he had my correct numbers and email address. I told him I had problems with cell reception at my house, so if he could not reach me by cell, he could call my home number. He seemed genuinely concerned and assured me they would make it right. I never heard from him again. I waited 3 weeks, then made a complaint on BBB. Ed replied to my complaint that he had left messages on my phone but had been unable to reach me because i had "connectivity problems". There was no email, and no evidence on either of my phones' caller ID that he called beyond the original call in July when we spoke. Certainly there were no messages. My basement carpet is moldy, and now there is mold growing in the bathroom next to the unit. My sink drawers won't close in there and were covered with mold. The shoddy insulation outside with most of the copper pipe still exposed will probably not get thru the winter. But apparently Ed is sticking to his story that he was unable to reach me by any means so he could not make these problems right. He certainly was able to cash my check.