I have used Frymire for the past 12 years and have been very happy until recently. I have always purchased the maintenance plan which allows a discount in parts and priority service. However, recently when I have scheduled service I have had to wait weeks and even months for an appointment. The tech that serviced my unit this last time arrived at 6:45 p.m. and was here until 8:30 p.m. We were actually having severe weather at the time and when he finished I told him that I will contact Frymire and pay for my yearly maintenance plan so as not to keep him any later and allow us to all stay safe from the severe weather. When I called to schedule a service (repair that was identified while the tech was here) I was told that I will have to pay in advance to be allowed the discounts. I was just going to pay for everything at the time of the repair plus have another estimate for replacements of my hot water heaters. I have been trying to contact Jeanette Barlow and she has not returned my calls. Plus, I fail to understand why I have to pay in advance before I receive my discounts since I have been a customer for 12 years. I do not feel that I am a valued customer and maybe Frymire has become too busy to make me feel like a valued customer.