Unfortunately for me, my heater broke the day before Thanksgiving. The technician came out to the house on Friday, but was unable to obtain the part he needed to fix the unit as their suppliers closed for the 4 day weekend. Fortunately, it was a mild 75 degree weekend and the temp inside the house was tolerable. The office called me to let me know that the part had been ordered on Monday and scheduled an appointment for the tech to come back first thing in the morning. The tech was professional and very knowledgable, taking pictures of the issues with the unit to show me what had gone wrong. If I had further questions he didn't seem put out, but took the time to go over everything with me. The only reason I'm giving them a 4 and not a 5 is just for the time it actually took to get my unit back up and working- which may very well have been the same with any HVAC company on a holiday weekend.