Well, first of all, the cost of this service call was unreasonable: I paid $166 for someone to come out, turn up the water heater setting to "B" and to tell me he couldn't help me with the water softener issue because their company does not service water softeners. When I made the appointment, the person on the phone was friendly and professional, and quoted the base service fee to me as $65.00. I requested two specific things: 1) to have someone come out to check the water heater and to flush and clean it out, since that had never been done, and my hot water was running not as hot as it had been recently. The service person said that wouldn't be worth doing. All he did was turn up the setting on the water heater and checked the water temp. Took all of five minutes, I'd estimate. 2) I also requested service on my water softener - to check it for possible repair, as it had overflowed a few months ago and I turned it off. The service person who came (a very nice person) simply told me that they do not service water softeners, and that the only thing he saw was that a tube was missing from the device. Not very useful, and again, no "work" was done. Re the water heater setting - OK - I'll chalk that up to my lack of basic appliance knowledge, since I did not know it could be set higher - but the water softener issue was a surprise, since I had mentioned this was something I wanted to have checked to the person I made the initial appointment with on the phone. I was charged the $65 trip fee and then also charged for an additional 45 minutes of service time at $124 per hour. Like another customer wrote, I also assumed the trip fee (which was quoted to me on the phone) would be the charge for checking what was the problem, and that if any actual work was subsequently done, then an additional hourly rate would be charged. (Absolutely no repair or cleaning work was done, except to turn a knob on the water heater up and to check the water temp for about five minutes. Truly, checking the water heater and taking a cursory look at the water softener probably took about 15 minutes max, yet I was charged for 45 minutes at $124 per hour - in addition to the base service fee.) These are nice people - I'd like to write that they provided good work at a reasonable price - but they did not. I did learn a good lesson about scheduling repair service, though. Ask more detailed questions about fees and whether the work requested will actually be done and at what cost, before confirming any service call. Despite being friendly folks, I won't be using them again. I felt cheated, frankly.