The technician was friendly, on-time and educational. When my furnace broke down, I wanted to understand why it broke and how I could prevent a similiar problem in the future. In order to accomplish this, I stood looking over the technician's shoulder the entire time he was working and asked many questions. This would probably unnerve many a technician, however, the Ibbotson rep was very patient with me. He explained what he was looking for/doing and once he found the problem he told me what to do proactively to keep it from happening in the future.