All the servicemen who have come for one reason or another have been very kind, friendly, and able to explain cause and way to fix any problems we've had. Also, we were able to get emergency service at no extra cost thanks to the annual (silver) agreement.

One minor complain: the last problem we had with the water heater (also installed by them 4.5 years ago) is that we were never told that (unlike older heaters) it was going to need an annual service for cleaning. So they had to come 3 times within 3 days to resolve the issue completely.