I'm writing this for my mother. She is elderly and...

I'm writing this for my mother. She is elderly and feels taken advantage of. The cost of the new system was exorbitant and probably much bigger and more powerful than the house needs. The salesperson did not say new duct work was needed and that the returns would need modifications, but the installers had to do this work anyway. A relatively new and perfectly performing thermostat was taken out and replaced with something much simpler. When she asked about her thermostat the next day, the service man said, "Oh, it's our policy to take them out and throw them away." She did not like the overall attitudes of the installation people and won't recommend Norrell in the future.