They called when he was on his way, so we didn't have to sit around and wait. The service guy was very nice and took his time explaining everything. When he was done he even cleaned up. The last plumber I had didn't do that. And for the first time I actually thought that I wasn't tricked into paying for something that I didn't need. We call service people about 3-6 times a year. However, it is nice once you find someone like these guys where I know that I will call them back, if I ever need them.