I literally don't know how they can not be rated excellent. I submitted a request for service via home warranty (AHS). Ice Man was sent - I called them to see if they could get to me any earlier and they couldn't do same day. That's ok, it was a long shot. Next day they came earlier than scheduled (confirmed it was OK with me first). They fixed our unit quickly. Our service technician was Jared. He assessed the issue, showed me the bad part, replaced it and our upstairs started cooling again immediately. SUPER pleased with the service!