We had a problem with the dishwasher not draining. Richard came out, fixed that with not problem, but after a day it became apparent that something wasn't right with the lower spray arm. After coming back and trying a few things that didn't solve the problem, he generously offered to simply replace the entire lower arm at no cost because he hadn't been able to fix the issue. At all times, he was gracious, informative and solicitous of what we wanted to do.