I was having a big issue with my unit. I requested Sakina Cordner to come to my home as she has been here before for my bi-yearly check up. She is like a pit bull and never lets up until she fixes the issue! She is very personable and friendly and explained everything as she went along. My unit is under warranty that I bought from them so there was no charge. She never lets it go until it is fixed and fixed right! I trust her so much that I have now requested that she be the only tech sent to my home for my check ups and any other issues I might have. She is very, very honest and always makes sure the customer comes first!