I purchased this unit in September, but did not install it since my old Soleus Air unit continued to function. I installed the new unit after the old unit quit a couple of days ago. The new unit would not heat and is being replaced. My interaction with customer service via chat was nothing short of excellent. After diagnosing the issue, a decision to send a replacement under warranty was made without hesitation. I am appreciative and believe that the NewAir Portable Air Conditioner and Heater, 14,000 BTUs (8,600 BTU, DOE), Cools 525 sq. ft. is a quality product and will satisfy my needs for years to come.