We bought our heat pump from Crossville Heating & Cooling in 2016. That was the first time we used their services. We have the 10-year parts and service plan with it. I think it has to be a defective unit because we have had trouble with it ever since they installed it. With the 10-year parts and service plan, we have to continue to use their services. It has been nothing but trouble. They have come out here so many times to try to fix it but it still isn't working properly. I sent them a detailed letter about these problems and how disappointing the service has been. They sent back a note saying how glad they are that I have had a good experience with them. Did they even bother to read what I wrote to them? I am very disappointed with Crossville Heating & Cooling and although I would like to go elsewhere I am stuck with the 10-year parts and service warranty.