I also a pretty bad experience; mine was at the level of Customer Service. I called to setup an appointment for a new HVAC system and the lady put me hold (she said, and I quote "hold one just one second"). A minute later, she came back to tell me it would be.... yes, you guessed it... "another second". After 2 minutes on hold -- I hung up. I'm sure this isn't a measure of actual service and work ... but it does show bad customer service-- which is like 80% of your business. I was disappointed, because I was feeling pretty confident about them based some additional research factors.