My aunt has had a warranty for over a year and had to contact them today because her AC went out in Arizona, in August! She wasn't sure exactly what to do, so I called in for her and spoke with a rep named Garrett who was amazing! He was able to look up information, contact the contractor that was assigned and get an update for her. He was professional, friendly and understanding throughout the whole call. If I knew I was talking to an employee like Garrett every time, I wouldn't dread calling customer service lines.