My experience with their office personnel and the technician in my home was great - friendly, quick and they each took the time to answer my questions.
However, my IM experience on their website was not good. I was on the website at 3:00am looking for someone to remove the bat flying inside my house. The person messaging with me made it seem like I would get a call right away. After 10 minutes I realized I was likely working with a customer service center. I IM'd again to see when I would get a call. They responded that they didn't know. Then I asked if it would be in the range of 30 minutes or the next day. Their response was to send me the office hours. In my first IM, I made it clear that I wanted immediate assistance. The customer service rep should have said I wouldn't get a call until the office was open.