Our tech, Charlie was very thorough and professional. He took his time to explain the issue in detail and the steps needed to address it. You could tell he really cared to get our issue resolved promptly so we could have our air running again! We were so glad that after the initial diagnostic service call by Charlie, it was him only that returned to do the repair the next day! We look forward to future maintenance services with him as well. This was the first time we used this company and Charlie was basically the face of it for us and we were so thankful and impressed!