We purchased our new house with no experience with heat pumps. The house was built in the 1930's and gas furnaces were used since the Seventies. An addition had been built about 10 years ago and a heat pump was installed for to accommodate the addition. Unfortunately, the pump was set up in the attic in a four foot high crawl space accessible only by a hallway ceiling portal that can be reached by a ladder. The company that the previous homeowners used refused to service the pump. I called DonMar and the service tech Jorge Miranda was surprised by the location of the pump and said that it would be very difficult but possible to service it. First, he had to determine how to reach the unit given the fact that it is surrounded six inches of loose insulation, appropriate venting, and a safety valve. All in all, there was only a 4x4 feet opening to squeeze through to access the unit. After drawing a diagram and explaining how a heat pump works, Jorge not only made it to the unit, he determined that the engine was rusted and had to be removed and replaced. After removing the engine and casing and carrying it down the ladder, it was determined after numerous attempts, that the engine could not be removed from the casing. After, consulting with DonMar staff, it was decided to cut out the engine and which meant the engine wheel, a separate piece, would have to be cut also. The engine and casing had to be taken to DonMar headquarters for the cutting. A week later, Jorge returned with the new engine and casing, squeezed through the small opening in the attic, and installed it. DonMar had located a previously used engine wheel so we did not have to pay for a new one. As a former executive of a major utility, I know what should constitute good customer service. Jorge Miranda and DonMar are skilled, cooperative and highly professional.