SA installed a new A/C unit about 16 months ago. The drain line keeps backing up with sludge. After 3 service calls, at an additional $70 a pop, the last service tech said a shorter, larger and more direct drain line out of the garage should have been installed. Instead my garage just keeps floding. He was to put in a ticket but got no follow up. Finally I got a call back from an email submitted through there support portal. This person said a supervisor would call me back. He told me that these newer units are so much more efficient they produce much more condensation discharge, and the existing drainlines from the original unit are inadequite, but they don't replace them during a new install. Never heard from a supervisor. No surprise there either. The unsuspecting customer just keeps paying to have someone come out to blow it out with compressed air at $70 a visit. Don't ever try calling customer service. SA's business model is to never answer the phone, except for new customer sales. Sales will direct you to Cust. Serv. which never picks up or responds. They only respond to email's and that takes a week. This eliminates irate customers from ruining someone's day.