The owner was fabulous via e-mail. His reply time was swift, friendly, and decisive regarding service and price. Ultimately, the technician came out and gave a diagnosis that was different from the other 3 opinions I got from other companies and would not have been the right solution. Further, the owner and technician did not communicate about the price I was given through e-mail and the technician had a difficult time accepting that I was given a different price. Even after I showed the technician the e-mail reply, he proceeded to tell me how he personally was going to be paid by the owner, that what I was paying would not cover his cost to the owner, and seemed far more interested in how HE would ultimately be paid, as opposed to making sure that I was getting good service as a customer. It is never a good idea for a technician to discuss his personal arrangement with the owner, as this is not my concern. That was a real turn-off for me, as it indicated that there may be issues within the company between the owner and the technicians (or at least this one). It turns out, I had a leak in one of my lines (which was so bad that it could be viewed with the naked eye). This technician did not want to consider viewing my lines as this would require more money from me, and he felt so positive that all I needed was to wash my outside units. Another company's technician found the leak easily, and I was also able to see it myself. 2 other companies confirmed the leak. I gave my review a slightly positive rating because the owner has the potential to have a great company if he will spend more time teaching the technicians Customer Service "Do's and Dont's", and is willing to allow his technicians to go the extra mile to detect larger issues. Finding a leak is not hard if the technician is carrying the leak-finder with him. This would have only taken an extra twenty minutes. This technician's belief that he was right prevented him from considering other options.