2019
On June 4,2019, a salesperson named Stacey was sent out to discuss our options. Since our units were original to our house (2006) and our electric bill was extremely high, we decided to proceed with the sale/installation. Stacy stated that we needed a new 2.5 ton (downstairs) and 5 ton (upstairs) unit. In July 2019, AND services was contracted to replace two AC units (air handlers and condensers) for our property. The removed units were a 2.5 ton (downstairs) and 3 ton (upstairs). The installation of the new units occurred on July 9,2019 by a tech named Osmel. The new systems included UV lights to help prevent bacteria growth. The inspection failed "(7/19/2019 11:37 AM) Condensers need to be turned for service ability look at installation manual. Don't understand why one unit is on hurricane pad and not the other Unit 1 doesn't sound like it is working correctly" per inspector (available on county records search). On July 23,2019, the new upstairs A/H was not working and leaked water through our kitchen ceiling. AND services returned on July 25,2019 to re-isolate the return box (was left with wood showing after install) and turn the condensers and change the disconnect box to pass next inspection. The new disconnect box is much smaller compared to the previous one and the service note states "handyman to repair wet drywall and fill the gap at new disconnect box for condenser with stucco" which was never done. On August 30,2019, the upstairs air handler was not working again and leaked water through our kitchen ceiling a second time. On September 20,2019, Randy came "TXV changed on both units and water collection pan and additional overflow switch added to upstairs return box. Services notes indicate that "painter for kitchen ceiling, you can see all touch ups, client not happy". Have discussed with Edgar who agreed to have entire ceiling painted but never followed through. On October 3,2019, the final inspection passed. I spoke with Edgar several times regarding the issues noted and a handyman came out to fix the paint on the ceiling from the water damage. He "feathered the paint" around the area to try to get it to blend with the rest of the ceiling. This did not work, and you can still see where the damage occurred.

2020
On April 19,2020, the upstairs air handler was not working because water had backed up and tripped the float switch which shut our upstairs unit off. July 10,2020, the upstairs air handler was not working because water had backed up and tripped the float switch which shut our upstairs unit off. On July 28,2020, water had backed up and tripped the float switch which shut our upstairs unit off. AND services said we needed a new condenser pump that would cost $800 to install. We paid for the premiere membership ($189/year) during this visit to cover the cost of the evaluation. We contacted another company for a second opinion on July 30,2020: "found to have high static pressure and overflow device attached to unit keeps filling up. Replaced float switch and added in line vent.
Recommended air duct modification or checking heat load calc for 2nd floor". Cost $150. We were also informed that the upstairs A/H was a 4 ton A/H matched with a 3.5 ton condenser outside. Spoke with Edgar, AND services manager on August 10,2020 to discuss being charged for a 5 ton A/H and having a 4 ton A/H installed. This was a large cost difference and Edgar issued a refund of $977. On August 14, we called AND services to review the findings from the second opinion and a tech from AND services, Rosario, came and found "when arrived found air handler all wet, high static PSI@. 7. Adjusted blower speed, static PSI drop to. 5". The blower speed was changed from high to low. On August 21,2020, Brian
M. From AND services preformed yearly maintenance on both units "coils and drain line cleaned". On September 18,2020, water backed up again and Jared from AND services was dispatched. He stated "cleared out very clogged drain line. This has been a big problem since we installed this system. Static pressure is. 5 and the system calls for. 5 so that is good".

2021
On September 16,2021, water backed up into the secondary pan and tripped the second float switch located in the upstairs air return. Victor M from AND services arrived and stated "drain line again clogged, dripping to secondary pan. Recommended pull and clean/new evaporator at $732". The drain line was cleared the night prior, September 15,2021 by my husband: flushing the lines with hot water and using shop vac on outside drain as well as removing 1 in of water from secondary drain pan. I called AND services and asked to speak with John Escalano? The GM but I was transferred to Edgar, manager. Edgar stated that it had been a year since the last issue so there was nothing to complain about. He stated service should be done every year, which was completed. He also stated that I never pay for any service and I was trying to get it for free even though we paid for the service plan on 7/28/20. John returned my call, and we discussed the timeline below. He stated that it was an obvious drain line issue. I informed him that I was going to have a second opinion and he replied "good for you. Every company will just throw me under the bus because everyone hates me because I am the best". On September 21,2021, we asked for the same company who did the previous second opinion to come out again as we have been continuously told that it is a drain line issue and AND services refuses to check any other possible causes. Previous second opinion AC company returned to inspect system again. Found "speed tap on blower motor set to low. Static pressure at low speed is. 505. Calculated to CFM from manufacture data equals 1,160. System requires 1,600 CFM@ 400 CFM per ton. System has drainage issues from high static. When set a medium speed static is. 621. Ductwork and space conditioned adequate for a 3 ton system. Currently has 4 ton A/H. Checked condensate drain line. Free from any obstruction. Holds water and does not indicate any cracks or breakage in line underground." Cost
$89.95. Discussed the correct way to fix this issue is to replace the 4 ton A/H with a 3 ton A/H. After the inspection on September 21,2021, I contacted John again to discuss the findings. I asked him four questions:
• What size A/H was installed upstairs?
• What should the CFM be?
• What should the fan speed be?
• Was my duct work size assessed?
John was unable to answer the questions or stated that he did not have the answers. He replied that "since I know everything, I should open an AC business". I told him that I do not believe it is a drain line issue and stated that they have not looked at other causes to the problem that we have had for two years since the new AC units were installed. John stated that Randy would be at the house on October 1,2021 to do an inspection. I then called back to ask for all invoices to be sent to me. On September 27,2021, received a call from Becky Lee in accounting and reviewed all concerns. She stated she would contact Justin Matthews, owner and return call. Also received emailed invoices from Edgar on September 27,2021. Spoke with Becky again on September 29,2021 and she had only spoke with Edgar and John. Discussed the issue again and she stated that she would speak with Justin Matthews by Friday October 1,2021.
*Date unknown: AND services back to look at upstairs unit and found that the drainage pipe leaving the unit is too long and causing water to collect between the unit and the outside drain. Pipe cut and pulled up to increase the angle of water drainage. This has decreased the number of backflow issues with the upstairs unit, but not completely fixed it.
Equipment installed:
• GSZ*******K- invoice states 3.5 ton condenser
• ASPT49C14A- invoice states 3.5 ton A/H; per Goodman spec sheet is a 4 ton A/H
• GSZ*******K- invoice states 2.5 ton condenser
• ARUF29B14A- invoice states 2.5 ton A/H; per Goodman spec sheet is a 2 ton A/H

2022

• May 30,2022, the upstairs unit was not cooling. Called AND services and Victor came to assess. Per service note "found capacitor dead and snake. Replace capacitor, unit is running and cooling. Amount paid for service was $323.00.
• Unknown date in August 2022, downstairs unit not cooling. AND tech came out to assess and found refrigerant low. Unit recharged and running. No other assessment for leak was completed.
• September 27,2022, downstairs unit freezing and not cooling. Called AND services and tech came to assess. Found refrigerant low again. Placed dye in system and recharged unit. Due to hurricane Ian, AND stated that someone would come back out to assess on October 3,2022. I never received a call or scheduling follow up. On 10/4/22 I called Edgar to remind him that we were supposed to have our unit re-assessed for a leak. On 10/5/22, Jose came out and found "bad EVA coil leaking, need to be replaced." Estimate to replace "replace EVA coil $1463". I called Edgar and left a VM to clarify why the price was so high. I also called AND services and was transferred to John (GM) who stated that the cost was for labor and materials outside the EVA coil, which is under warranty. I asked him about the yearly membership that we pay for with AND services covering the labor and he stated that it only covers maintenance and provides a discount.

Issues are still unresolved from AND services:
• Ceiling never repainted as promised by Edgar
• Stucco around electric box outside never filled/repaired from install in 2019