My service tech was Kent. He is excellent: arrive exactly on time, is polite & easy to talk with, explains everything thoroughly & does a fantastic job cleaning. I highly recommend him & will request him in the future. My one issue is that the 'coupon approach' to marketing used by Chem-Dry & all other carpet cleaning companies sets up an expectation in the consumer that the costs will be much lower than they actually are. It sets up a dollar amount that is unrealistic. I did not clean two of the rooms I originally planned to clean in order to keep the cost within the amount I wanted to spend. This is a marketing issue; not a refection on the work done by Kent, or on the quality of the product used.