They did respond fairly quickly. My biggest issue was they asked me on the phone what make my broken opener was, I told them Genie and they didn't tell me on the phone they don't service Genie, only when tech arrived and I was obligated to service call fee. So of course they wanted to replace whole system and 1st quote was over $500. I laughed and of course they started playing lets make a deal. I paid service fee and sent them on their way. They subsequently called on phone and tried to bargain further. Although this is pretty much SOP, try gouging consumer 1st and then barter down, I would love to see pricing schedule so everybody is paying the same for same product.