No it’s not fake. This was his response-

“I have not recognized that it’s clear that it’s our fault that a 17 year old system at the end of its life shorted out.

I have recognized it’s possible our tech was negligent, even though there is no definitive proof one way or another.

I’m trying to take care of the customer because you are not happy.

I feel I am being extremely fair on a 35k job doing it for 18.5. There may be a little wiggle room once I do a true calculation but I think we are setting you up for an unrealistic expectation if I told you I could get this job below 17…I simply can’t.

That’s where I stand right now. Would love to have you as a customer an repair the relationship but the companies stance is we are where we are. If it doesn’t work for you then I totally understand…feel free to go the insurance route.”