So, this was a difficult service to rate, because in the end the service I called for wasn't actually done. But I had to give them an all around conditional positive because they owned up to it and refunded the charge without a big fight. I have a geothermal furnace; one night it had a trouble light. My regular guy - who had installed and serviced it for the past 10 years or so - wasn't answering his phone, so I called Nugent the next day (Friday). Their website said they handled geothermals, the lady on the phone said they 'do them all the time' and she would send her 'best geothermal guy.' It was freezing and February, so I said yes please. The guy was late -- he showed up around 7 pm (but remember, it was freezing, February, and he said they were swamped with calls) - and very polite. Unfortunately, within about ten minutes it was clear that he wasn't a geothermal guy. He said he hadn't worked on a geo in several years, and he didn't even have the right tools. He was in fact surprised to learn that the company worked on geos (he was even surprised when I pointed out that the back of his shirt included the work 'geothermal'). So there wasn't much he could do except fiddle with wires for half an hour until I said I'd wait for my guy to call. I'll give him props, he was willing to try, but it made me nervous. He said he had to have a check before he left, so I wrote him one. I felt really bad for him, it was a Friday night and a late call and he really was nice and this was not his fault -- he said he didn't even know he'd been sent out on a geothermal. I called the company Monday and told them what happened. They were apologetic and offered to send out another guy Tuesday - but I was a little leary of accepting (remember, this was supposed to be their 'best geo guy'). Eventually my guy called - he was out of town on a family emergency - and fixed the geo in, like, ten minutes. It was a bad fuse. Bottom line: although it took some phone tag over a period of days, I reached their service manager Walt and told him the problem. They refunded my money within 6 weeks. Everyone seemed really professional (if you overlook the fact that the best geo guy couldn't see that the fuse had melted to the board). So I'd recommend them conditionally, just not for geos.