They kept me informed throughout the process - all of them from Customer Service to Installer. I believe, but I may be wrong, the item which was promised to me was given to someone else but I always believe everything happens for a reason. I later found out that the unit that was installed is top of the line on Choice magazine. Unfortunately I had to pay $180 extra for the unit and I felt that Airconditioning Online should have waived that amount considering I had fulfilled all their requirements. Anyway, it's all good now. I would definitely use them again.