Thermostat broke and after submitting pictures of broken thermostat they said they need to get the broken one back before a replacement could be issued. I said just a charge us for a new one and we we’ll send the old one back for credit next week, because our client is waiting and we need to get there house up to temp! After I gave them a new CC number, they said they would ship it out the following day. After 5 days I reached back out to see where the thermostat was at and when it was coming?! They said something happen and it was never shipped, and they need my CC# again?! Wow, final the new thermostat arrived a day later. Still TBD on the credit for the old.