We had a $10,000 new air conditioning unit installed to our home in 2011. The unit started to shut itself off completely and we thought it was due to the drain pan being full. The last time it happened my husband went into the attic to explore and found a pipe not connected properly and was leaking. We called to have them come out and I was advised there was an $85 fee for them to even come out and look at it. We were out of the warranty period. We had them come out and the technician told my husband that we had to pay for the services which was almost $300 but he would have the service manager call us. He said that the drain pipe probably was installed improperly to begin with. The service manager never called my husband so after 3 wks I called him. He said the technician told him the issue was not their drain pipe but the pipe that it was connected to and they don't cover that pipe. He said that pipe is more than likely bad. I asked why we were not told that originally 3 yrs ago when we installed the unit and he said the techs are not plumbers and can't make that call. When I questioned then how he can make that call now he told me that he didn't say the pipe was bad...anyway, we haven't had the unit serviced by them since 2012 and it isn't their issue. I informed him we had the unit serviced just not by them bc they are extremely over priced. He basically said none of it was their issue. They do not stand by their product and do not know what customer service is.