We had a back up in our basement and experienced some flooding. We called Black Diamond and the lady who I spoke with on the phone with was quite pleasant. She took my information and told me the expected timeline for somebody being able to get out to us. We received a call when the technician was on their way from another very nice lady. We only had to wait about an hour to an hour and a half before somebody arrived Phil Jackson was the individual who took care of us and he was very pleasant and was able to quickly assess and remedy this issue. He was able to provide recommended work we get done in the future to prevent additional issues. Very pleased with overall experience and I wouldn't hesitate to call Phil back in future work..