William was very polite & considerate. I feel he gave me honest info regarding my unit & its diagnosis & prognosis. I feel he has a greater knowledge base than some other techs & shared it with me. Pricing - ouch! - but considering my unit is 12 years old & this is I think only the 2nd time I have had to shell out some $$ for preventative upkeep - I have been pretty pleased with the unit.