I purchased an annual plan so that my service happens twice a year. Once for my furnace and once for my heat pump. In June a new tech came out that I wasn't Familiar with. I was his first call and it was obvious to me that he didn't know what he was doing. I should've called and let them know at the time that I didn't feel like I was getting stellar service. Last week I arrived home and my air-conditioner had quit working. I called the next morning and they sent a tech out right away who immediately took care of the problem and gave me five star service. When I told them about my previous service, they apologized and made it right . I would recommend this company in a heartbeat. The previous tech that had come out lasted only a short period of time.