Roger replied almost immediately and agreed to send a technician the same afternoon. I was quoted a $150-$200 flat rate, depending on the problem and the diagnostic charge would be waived. Ben, the technician, arrived exactly on time! Ben was polite, showed me the problem and repaired it immediately. Absolutely no complaints about Ben, I would highly recommend asking for him. Roger and I discussed the price, we agreed on a reduction of $60, which included parts and labour- $190 for labour (it took one hour) and $220 for an igniter, before the reduction. I subsequently discovered that I could purchase the same igniter from a retail store for $90...so they were charging over 240% mark up on the part. Roger addressed the discount when I called, but I'm really not satisfied with the explanation of the unacceptable mark up. It's really a shame, because everything else went so well.