I’ve called three times. All three times have been for an issue that needed to be addressed fairly quickly (no hot water, no AC in a heat wave- twice). The kind woman in the office listens and although they’ve been busy each time, she was sympathetic to my emergency and figures out away. Bob does his work quickly, effectively, and explains the issue in non-technical terms. I was not and have not been a “regular”. I am now and will always be!