I have had Platinum HW for 2 yrs now. I absolutely love the customer service that I have received. I have never had to wait for a live operator to answer my call for more than a couple of minutes. I was skeptical about the "free" pre-season check up thinking they were going to try and upsell me. Not at all!! The technician spent an hour on the AC check up and handed me the zero balance receipt and was off. I would and have recommended it to several people and wouldn't hesitate to continue that.