Never able to speak to anyone. Sent several emails, BBB shows an F rating. Many many complaints This is for their window saddle AC unit. It has a faulty condensate pump. All ac units condense water out of the air when cooling it. Regular AC units just drain out the back. Because this saddles the window frame it has to pump the water from the front over the windowsill and out the back. When this pump does not work you get an alarm and the unit shuts off. It has a small rubber drain plug on the lower left side. This is supposed to only be used Ive read review of less knowledgeable people who continue to use their broken unit by emptying the water out every hour or more. User's recommendation: Do not buy.