The office and staff were friendly and had someone out to my house immediately when I called for help. The staff were knowledgeable and taught me several things about my heating system. I especially appreciated their promptness. My daughter is disabled and being without heat just about incapacitates her, so they were very quick to respond and we were very thankful for that. The heater came with the house and has caused quite a few problems over the last couple years, so I bought a maintenance agreement.