You get that personal one on one experience and they are upfront about fixes before they start anything. When the AC unit in our house started to blow warm air on a 100 degree night they sent someone out asap. When he finished he gave us the what needs to be fixed and what you can get by on for the moment but highly recommends getting it fixed soon. As we explained it's an unexpected cost and they worked with us. Fran she helped us out, thank you. Great company to call first!