"The technician, Abel, was great. He was prompt and efficient. However, Abel informed me that the Stratos Air Filter system was never installed in my unit, and the air filter put in during the install, which I was told was a 6 month air filter, was in fact just a cheap store grade filter. You can imagine the filth that had accumulated in the six months since it was installed. Abel did not have a filter to replace, so I was left to put in a used, 6 month old filter back in, or leave and go to the store to buy a replacement. Abel put in a note on the ticket to order the Stratos filter system. That was on March 8, 2023. I was told it would take approximately 2 weeks to get the filter, and that I would be contacted when the filter system arrived, to arrange installation. I called shortly after the 2 weeks (March 23 or 24), to inquire about the status of the filter system, and was informed it had not been ordered, but would be done so immediately. I called the 800 number after about 2 weeks, and after vigorously explaining to the representative what the issue was, he told me he would reach out to the local facility and have them call me. That didnt happen. I called back on April 24, to again inquire as to the status of the Stratos Air Filter system and had to explain to the phone representative 3 times what the issue was. She stated she would reach out to the parts department, and I would receive a call back shortly. I did not receive a call back, and called again on April 25, 2023, spoke with the same phone representative as the 24th, and was again told that she needed to speak to the parts department and would call me back.
It has been almost 8 months since my system was installed, and 2 months since it was serviced and told a Stratos Filter system would be ordered, yet I still have no filter system, and no one at the company seems to know anything about it."