Our original HVAC was installed by Brubaker Heating Cooling & Plumbing (BHCP). Over the years, it was also serviced by BHCP. We also had them diagnose a hot water heater failure in Oct 2017. Even though they provided a reasonable quote, we did not have them replace the hot water heater. We chose another company because of other work we were having done along with the hot water heater upgrade. At this time, we still had good relationship with them. I think sometime between Nov 2017 and now, there was a change in ownership. Right before Christmas, our heat pump failed, and our first call was to BHCP. We called on Dec 23rd, 2019, and a technician came out the same day we called. He found the heat pump was not functioning and it would be too costly to repair. We are only running on the emergency heat. Before he left, he and I fully discussed replacement options since he would be the person returning to start putting together the estimate. He took photos of the current equipment and data plates. Since the holidays were upon us, we called and set-up the estimate visit, for Jan 6th, 2020. We guess they also waited for the holidays to pass before doing anything to prepare for our quote. On Jan 6th, the technician returned, and we had several concerns: He did not leave a business card so when I called the office, the first time, I didn’t even know who to ask for. He brought us outdated brochures (Bosch dated 12/2016) (Heil dated 2015), he did not have a brochure for the Heil gas furnace, he did not know Bosch has manufactured a gas furnace for about a year now, he did not know Bosch has a new Inverter heat pump model, he knew we were interested in a Geothermal System and he did not bring any information for them. I could tell he was not a fan of Geothermal by the way he spoke of them. As we talked, I asked him questions about Geothermal and he could not even answer simple questions. This is most likely not his fault, maybe he was not trained on them? When he left, he said he would have us a quote by next week. Next week came and went. I called the office, on Friday, Jan 17th. Laurie, the owner, took my call. She stated the technician never told her he said he would give us a quote that soon. By some of her other questions, I could tell there was other information not communicated between them. During this call, she said she was waiting on the results, of the heat load test, and would have a quote to us by Wednesday, Jan 22nd. Not too long after our call, she began emailing me prices for the replacement. We find it odd; she could suddenly provide prices, to us, after just saying the heat load tests were not back. She also stated she would have a more formal estimate to us as soon as possible. Well, Jan 22nd came, and the workday was running out. I called just before closing and received their voice mail. I tried their other number – same thing. I emailed Laurie. About 30 minutes later, she called me. She then had the nerve to ask me if I wanted the quotes mailed or emailed to me. This call did not last long and I ended it with just email us the quotes. Of course, that did not happen. After waiting 12 business days, we still did not have quotes. Then around 9:54 PM, we receive an email from Laurie. She apologized and explained why there was a lack of communication, with us. She wanted a chance to remedy the situation. Of course, there were no quotes provided, with this email. After waiting so long, not being provided updates, and having to call them, why would we ever want to proceed with an expensive install? I replied and mentioned everything that went wrong. I also mentioned at this point even if she offered to install the replacement equipment for free, we would not trust her or her company. Although she did not bill us yet, for the service call on Dec 23rd, I asked that she waive any charges to compensate us for our time and hassles. Laurie responded to our email. She apologized again and is not going to bill us, for the service call. She did mention she was hoping we would have given her the chance to remedy this situation and we will re-consider using them, in the future. Once again, no quotes provided. In the end, it is unfortunate this happened; however, we can be glad this occurred before the install and not during the install.