I know there are a lot of horrible reviews out there for Scott's, but this is one that cannot be refuted! I had a situation with my A/C a couple of days ago and tried to fix it myself. The return duct came off the end of the air handler. I got some aluminum duct tape, mastic, and mesh tape. I air sealed the duct, but the air never cooled. After checking some of the basics, I figured it was a Freon leak. It was. My wife called out Scott's, and they sent tech Mark Massey. I was at work but was able to talk to him during his repair and he was very honest and informative (as I ran his info through a friend of mine from another state that is in the HVAC industry). He charged the lines and used dye to find the leak assuming it would take a while, he left and said he would be back to check and in the meantime if it runs high again to call back. It took only 12 hours to lose the charge. We called him back out and they scheduled the window from 12pm -4pm. There was a mix-up in the communication to him and he never showed. I got a call from Scott's at 4:26pm saying he was on the way. So they didn't even call me until after the 4pm window. He arrived at about 5:20pm was very professional and informative explaining the repairs and costs involved. He finished in about an hour and then I asked him about the "If we are not on time, You don't pay a dime guarantee" And he realized the scheduling mix-up, called his boss Scott, and a few minutes later conceded the repair charge due to the On Time Guarantee. I was very surprised and honestly did not expect this level of customer satisfaction form any company in any industry. Over a $1,000 repair "comped" due to the dispatcher's error. We are signed up for the PM membership and hope that in anytime we do need Scott's they send Mark Massey as a tech. Mark was fully professional, and more importantly never threw anyone "under the bus". He always used the word "we" when representing the situation. I am in the restaurant industry, so I truly know the cost involved with comping food or services. This is why I choose Scott's over anyone, they "walk the walk."