Coldest day of the year and house temp was dropping into 40's when we woke up. My two young kids were shivering. I called BWS and Luke called me back within an hour. Walked me through some troubleshooting steps and figured out the problem over the phone and got my heat back on. No charge! Was very helpful and clear with questions and explanation over the phone. After we got heat back on he I ffered company's services to help prevent problem from recurring but was not pushy about trying to generate future business. Highly recommended.