Our HVAC system was installed by MTB (selected by our contractor) when our home was built in 2004. We have maintained an annual service agreement with MTB since then. The unit for our second floor stopped working last night. I called MTB this morning (Tuesday) at 7:30AM and was told they could not get to us until Saturday. After some research, I called a smaller and more customer service oriented company and was told they would have someone to our home today, but that it might be after 5PM. I completely understood since they were working us into their daily schedule and we currently have no service relationship with them. A service technician called at 3:20PM to let us know they were on the way and our HVAC unit was up and running an hour later. MTB has lost us as a customer due to lack of customer service.