I called at 10am to report my furnace was not working. Joe told me someone would call back ASAP. Within 15 minutes Linda was on the phone to assure me that she'd check with the techs in the field to see if someone were nearby.
By 11am Mike was at my house, cleaned the furnace and told me the flame sensor was dirty. No parts need replacing and we have heat for the coming single digit week of cold.
I couldn't be more satisfied.