"If this is about Samuel, he was terrible. Never again, please. Mike came later to make things right, and he was fine. When we make our appts, we always request that written notes to technicians be made for filters for both systems be brought, to be changed, or please don't come at all. The technicians are never told; not once. We pay for those filters on top of the maintenance fee. Your trip out is to maintain & clean our units& change our filters. I expect a little sales pitch each time, but that must not turn into harassment. We had a new in box downstairs filter that you all left two times ago. Having learned my lessons from before, I told Samuel that if he did not also have an upstairs filter (Aprilaire 410 for our 2000 unit) w/ him, that he would need to reschedule the entire trip. He checked the truck and said he didn't have it. He said the standard kind we use downstairs for our 2020 unit would work upstairs. I was skeptical after using 23 yrs of Aprilaire upstairs. He said he's the best technician you have, the most expert. Lie/Error #1. He tried to make it work, jam it in etc. It did not work at all. Lie/Error # 2. He said he did have an Aprilaire after all. Lie/Error #3. He had no idea how to install it ,but said he knew exactly how. 20 minutes of painful to watch frustration later, he admitted he did not know. Lie/Error #4. He called Mike to help. I said why don't you work on the downstairs unit while we wait for Mike? Samuel then tried to tell us the filter that you (YOU!) left for us for the downstairs unit was crummy, and we should get a higher MERF "that would last for two years". I said "let's use the one you all brought rather recently, and anyway I want to change them every 6 months". (I remember how the aprilaire were supposed to last for 2 yrs, hahaha, and I remember how Christian tried to tell us we didn't need to change the upstairs filter, only after he couldn't find one on his truck.) Samuel got testy & immediately said we had a gas leak. He seemed very happy. "Look, Mam'n, at these bubbles". I said "this is a pretty new unit". He said "mistakes get made". I said "you all do 100% of our installation, maintenance and repairs for almost 30 yrs, & come every six months." He got quiet. I said, "please leave--I've lost all trust in you." Mike arrived. He said Samuel could leave but he asked nicely if Samuel could help him under his supervision, to save some time. Mike installed the Aprilaire filter pretty quickly and showed Samuel how to do that. I overheard Mike teaching Samuel throughout the visit after that, including how Samuel was completely misreading one of the outdoor unit #s. (It's 23 yrs old. Yes, obviously it could fail tomorrow, but meanwhile it works 1000X better than the 14K fancy 2020 variable speed unit you put in downstairs. Old thermostat is 1000X better too.) It's well known you charge a fortune; I pay it but in return I expect good, courteous and knowledgeable service. (It's still a little soon after Christian leaving the upstairs unit running w/ the filter drawer half open for 2 days--who knows how much damage that caused?) Mike finished everything. I said, "what about the 'gas leak'?" Mike said it was just loose and he would tighten it. I *think* he did. I signed two IPADS; I did NOT READ THEM. I was too worn out from this experience. I got nothing in paper. From now on I would like paper again. Those report cards you sent out are silly--I look back at my Nov. yellow page receipts and I see #s, %s, range of normal, notes, so much more detailed. These "report cards" don't even list the dates for our units or filters--very useless. I called tonight and asked for the yellow sheets. Please also send me copies of whatever I signed under duress on the IPADS. I won't make make that mistake again. This was a very hard day, one that a cancer patient doesn't need. Please send Mike L. next time. I've had at least 3 real bad guys over the years; I've taken more than my share. Enough, please. Thank you."