Customer service rep with whom I made the appt was very kind and easy to work with. Both service technicians were equally friendly and pleasant. I thought that the price of $188 per hour to trouble shoot our heater was a bit much. (Esp when he said he would be making a phone call to the manufacturer to figure out what the problem might be, MIGHT. And who knows how long those calls may take) This amount was in addition to the $69 service call. I may have been a little more willing to move forward IF the $69 came out of the $188 for trouble shooting. Pricing just seemed WAY too much. We will be going another route for repairs. Thanks for your time!