Albert arrived shortly after I reported a nonfunctioning AC to Gentry customer service. He diagnosed the issue r/t the AC and explained in understandable terms what was going on that kept the unit from functioning properly. He was very anxious to get it back and working so I had a comfortably cool home to enjoy. He also contacted the office to have someone from the sales department discuss my options with this HVAC unit. This was very reassuring, knowing recurrent problems might just be a thing of the past! I felt confident that Albert was giving me an accurate assessment of my HVAC equipment.