A Richards technician came out to look at an underperforming heat pump. He determined that the refrigerant had leaked out due to a manufacturer’s defect in the outside portion of the Rheem unit, which was just under five years old. He patched the leak, refilled the unit with refrigerant and performed rewiring between the inside unit and the Honeywell thermostat. He charged $941 for this. Because the technician said that it was a manufacturer’s defect in the unit that had caused the leak, I asked for warranty coverage under the long-term manufacturer’s warranty (which remained in effect). Richard’s would not assist in this, which made it impossible to get Rheem to honor the warranty, either. Over the following weeks, the heat pump wasn’t working right. Even with the fan on by itself, heat was coming out of the vents. Then, even when it was 50 degrees outside, the air conditioner was kicking on. CroppMetcalfe came in and discovered that the Richards technician had wired the heat pump so that the heat and cooling functions were on simultaneously, constantly fighting each other and causing stress on the unit. CroppMetcalfe fixed this and noted that Richards’s recent “patch” on the outside unit was failing and the expensive refrigerant was leaking. The incorrect rewiring alone cost more than the Richards invoice due to skyrocketing electric bills. A colleague at work had recommended Richards, but that company never again will get my business. Richards was expensive, wrong, and unresponsive when I was due warranty coverage. CroppMetcalfe’s approach has been a welcome contrast, both in getting the job right and in professionalism, right down to the technician introducing himself and providing his business card. CroppMetcalfe has provided the best service I’ve seen from any vendor.