I purchased a coupon for a tuneup for my heat pump. Before I purchased the coupon, I went to their website and was greeted with an online agent who was very helpful in answering my questions and seemed quite responsive. Online reviews also were very positive, so I purchased. With the first hot spell of the season, my heat pump decided to stop working--87 in the house. I called and scheduled the tuneup for 4 days later, at my convenience. The repairman called on his way to confirm his arrival (great!) and arrived on time (double great!)--a real feat, considering I'm down some dirt roads and kinda hard to find. He explained everything clearly and also made it clear that they want a satisfied customer. He fixed the part, which (thankfully!) was under warranty and told me it would take awhile to cool down. By the evening it was still hot in the house so I called back. The guy came back the next morning and put in another part, with profuse apologies. When I got home, it was still 85 in the house. He came back out (more apologies) and had to fix something else, which he couldn't have known was broken. He only charged me for the first service repair. Yes, he had to come out three times to get it fixed. But he came right away. They were responsive to my needs. They were honest. They were helpful. They explained things to me. They treated me fairly. And when there was a problem, they came out and fixed it until it was right. I highly recommend this company.