Sometimes it's not what you do; it's how you handle a mistake. I got them to clean my chimney, but there for some reason there was quite a lot of creosote left. I contacted their customer care and that is where it got interesting. They apologized, refunded my money and even sent a second tech to re-clean it, and to figure out what happened. Overall, they bent over backwards to fix their mistake. I don't think I've ever seen a company try harder when something went wrong. But I couldn't give them a 5 because of their mistake, but they deserve a 4 for how they acted after.