“Installation of new system at our home was fine. I have no negative comments to make about the installers. My issue is that the sales rep who sold our unit has been very unresponsive to our calls. After we agreed to replace our HVAC, we agreed to have the system replaced around 12/01/2024. After not having any contact with Stout the week prior to 12/01/2024, I called and spoke to Rep who indicated it would be a couple weeks before install. Next call received was from Rep who indicated that they where unable to get the 17i system and they were going to install the 18 system at the same price quoted and they would be in touch when the install was scheduled. Install was finally scheduled on 12/30/2024 and I made call to Stout about final price on unit before install since it was going to be the 18 rather than the 17i. Rep advised he would get a copy of contract to me. When installers arrived, I again asked the installers about the contact. They indicated they had spoken to the sales rep and he would bring a copy by that day. Near the end of second day of install the sales rep delivered a copy of the sales contract and it was then I was notified that it was it wasn’t the 18 system they installed but rather it was the 17i system. I was disappointed that I wasn’t notified of the specific system to be installed. The system is working fine and the installers did a good job. I rcvd a call from Stout about scheduling a date for the inspector to come and inspect unit installed. We agreed on Thursday, Jan 16th. I inquired about the process to get the Duke Power rebate and she told me she would have the sales rep call me to discuss. As of today, Jan 17, I have not received a call back from the sales rep and after waiting all day on the 16th for the inspector to arrive, we have heard nothing. Very, very disappointed in Stouts customer service service especially after spending nearly $20,000.”