I've had an even split of good and bad experiences with Cosmopolitan. Their administration is chaotic and takes more than a week of phone tag to set up an appointment, each back-and-forth comes with subtle blame directed at me for not being available at times more convenient to them. They have competently installed an air conditioning unit in the past, and I've dealt with technicians who are seemed fair with their analysis and fairness with billing. However, yesterday, which was something like my sixth encounter with them, a technican took his initial look at my furnace and exclaimed "Terrible!" He explained that the furnace was too powerful for my house's needs and my ductwork's ability to distribute heat. This diagnosis comes after I've had the furnace for 11 years and seen three or four technicians from the same company. He basically threw the company's expertise under the bus. I asked why nobody had ever mentioned this - he said "they only see what they're looking for, once they fix the biggest problem, they're not going to waste their time diagnosing every other issue". Seems to me that if my furnace is ALL WRONG, and he saw it immediately, I should have expected this news some years ago (notwithstanding the doofus who originally installed it, then went AWOL). I asked why my furnace was just starting to exhibit overheating problems now; he countered that it had probably always been this way -from day 1 - and I'd just never noticed. I find this very hard to believe considering the racket it's currently making, the lack of diagnosis by anyone else and his inability to do anything about the situation ("build new ductwork, it's the only real option"). Maybe he's right after all, but I should have known about this years ago. Cosmopolitan, you were OK for a while but I can't abide your lousy customer service and contradictory diagnoses.