The initial visit by the Kim who came and gave us ...

The initial visit by the Kim who came and gave us the estimate, top notch, above all the rest who also came from other companies to give us a quote. Once we decide to go with Pyramid, their timeline for installation was within two weeks which was also great.

The installation was a two day process, not a big deal. What Kim told us would be done vs what was actually done, totally different on the install. We were told we would have fresh air brought in from the outside as recommended by the manufacture, this was never done (even though we paid for it according to the estimate). We were also told the particular furnace we were having installed required a different ventilation system which would run along the ceiling to the exterior of the house vs the old way of running vent pipe up through the roof. I was assured the new ventilation pipe would fit very snug to the ceiling and we would barely notice it. When I can home on day one, the vent pipe was hanging two feet down from the ceiling and looked absolutely ridiculous. The installer told me that was a requirement (it wasn't).

Once the job was complete and tested, things appeared to be working just fine. Within an hour of the installer leaving, the system completely shut down, control panel went blank, there was nothing happening. I immediately contacted Pyramid who informed me they would send someone out on Saturday, we would be responsible for a $ 199.00 service fee for after hours and a weekend repair. When I told the guy it was just installed that day, he said I would have to negotiate the $ 199.00 service fee with the repairman.

Repairman came out on Saturday, the issue was a pump that was defective, took 30 minutes to replace and all was good. During the repair, I did ask him about the fresh air pipe I was told would be installed, said it wasn't necessary. He did make a comment as to how the ventilation pipe had been installed, said he wouldn't have done it that way at all, total ridiculous how it was hanging from the ceiling.

When I complained about the ventilation pipe, they said someone would come out and fix it. A guy came out a week later and what I thought was he would be fixing the vent pipe. He was only there to determine what he would need to make the necessary corrections and he would do it at a later date. While he was there, I asked him about the fresh air pipe feeding the furnace, he said there should have been one installed. At this point, I was getting conflicting answer as to the fresh air pipe from the outside, everyone had their own opinions, fact of the matter, I paid for it to be installed, it should have been done, necessary or not.

Thought I would go to the owner o Pyramid for a once and for all answer to the fresh air question. I had a better shot of reaching President Obama, this guy was being sheltered and his customer were being kept from talking to him. After many efforts, he finally called me back. His answer to the fresh air pipe, not necessary. Very good, but I was never issues a credit for the money I spend on labor and materials.

The day the guy came out to fix the vent pipe boon doggle, he was very professional and did a great job. He was shocked at what a terrible job was done on the vent pipe the first time, very unprofessional work. He also indicated many of the pipe joints were not sealed which could have been very dangerous allowing the exhaust from the furnace to leak into the garage which is not good. He made everything right though, did a great job.

Would I recommend or us Pyramid again, I would not.