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In spite of informing the scheduler I have an old school steam furnace & need someone familiar it, they sent an apprentice. Although he found one problem, he didn't perform a full service as requested & missed a secondary problem. Another cold night...brrr. The next day, I asked for a Sr tech, familiar with my furnace. Tom came out, quickly discovered the additional problem & performed the full service. He was knowledgeable, proficient and apologetic. Rightly so, we were charged only for the part. I'll be asking for Tom again!