Our hot tub was not heating properly so I called Purewater to arrange for some on-site help. The woman (Theresa?) who answered the phone was extremely helpful and professional in diagnosing the problem and "Genesis" (the service technician who actually serviced the hot tub the next day) was simply amazing. He took time to explain why the problem had occurred and what needed to be done to repair it. I learned so much about my hot tub -- and the small problem that was causing it to malfunction was quickly repaired! I was especially pleased that Genesis didn't try to upsell me on anything other than the part that was broken - a nice change from other in-home repair experiences that I have had. The price that I ended up paying was less than Purewater originally quoted (because I didn't need a replacement filter). A totally awesome experience!