Here's my experience.....Air went out about 2 am on a Thursday, Friday pm Service Tech arrived; diagnosed the issue; scheduled "comfort specialist", who arrived promptly Saturday, that Tuesday by 4 we had a new system/furnace. From the initial call to the installation inspector they were eager to please, prompt, professional, and friendly. If I ruled the world..... I would have opted for a cheaper price. However as a firm believer in that you get what you pay for I'm pleased. For MJ I can only image the overhead (trucks on the road, technicians, call center, not to mention the corny commercials).