I contracted Pyramid Heating and Cooling to do a r...

I contracted Pyramid Heating and Cooling to do a replacement of a retrofit gas furnace in my 1920's craftsman home.

Initially the experience was quite good, as the office staff and the estimator were both quite helpful and friendly. They took plenty of time to explain my options and to help me with the required paperwork. Overall I ended up choosing them over several competing bids, and I contracted Pyramid to install an Infinity 96 condensing gas furnace. That, however, is where the good experience ended.

The installers decided to restructure the system in order to make it easier to install in the existing location, but the changes led to a system that didn't serve the needs of the building well. Ductwork was installed that occupied valuable space in my basement, and due to the proximity of the fan to the return the system ended up being louder than the builder furnace that it replaced.

Beyond the issues with the engineering of the new system was the complete lack of craftsmanship in the install. The system whistled due unplugged holes all over and around the unit, and due to recycled ductwork from my old system, presumably to save costs. In order to install the venting into my basement space without modification, the decision was made to drill the venting partially through the siding and partially through the homes original woodwork doing substantial damage to the exterior of the home. This damage was later partially repaired by the commercial arm, but never completed.

I contacted Pyramid about reinstalling the system in the original configuration, but they struggled to engineer a solution that would fit in the existing space. Once the system had been disconnected to return it to the original configuration I noted the amount of damage that had been done to the furnace itself in order for them to fit it in their original install location. Concerned with the damage to the furnace I asked them to please replace the damaged unit and install it in the original location.

Their response to this was to abandon the project and suggest that I contract another installer. Due to abandoning the project during peak install season for HVAC, I've now spent the last 6 weeks without heating or air conditioning while I contract with a competent installer with a little pride in their craft. If you have a relatively simple new construction install your experience could differ, but if it's at all complicated buyer beware.

Long story short, the office staff is great, but don't let them trick you into using their installers. I would certainly look elsewhere first.