My experience is a lot like Jason B. Our air conditioner wasn't working. We called the warranty folks who sent these guys over. The mechanic, Scott, was really nice. He set about doing his work and told me what would need fixing. I had to follow up several times after Scott's visit before learning what the next steps would be. This experience was similar to Jason's, with the whole "we're waiting on the part which is why we didn't get back to you." The only time they could schedule appointment number two was right in the middle of the work day - which was frustrating for me. I took off work. Scott came and fixed the ac. Again, he was very friendly. When he left, I noticed that the thermostat was not working. I called yesterday to let them know. The man on the phone was friendly and said Scott would be here between 7 and 9 this morning (again, having to take off from work). It's 9:15. Scott isn't here. I called the company and they explained that he had to take care of something else first. A call would have been nice. As you can tell by my short tone, I'm not very happy. If this was not covered by our warranty, I would have said goodbye to this company a while ago.