Well I actually had a great experience with this company....the girl on the phone did her job (she wasn't super warm and fuzzy but polite and to the point)......came during the window provided....answered our problem and was nice and kind. Saul was our tech's name and he gave me some options and was helpful. All around it was easy! I will say I did not have an "emergency" so my emotions weren't on overdrive, and I'm glad I have an answer for my water heater and its yucky rust colored water.