After I had a negative experience with Sila in November (see my review 11/1/11) where one of their technicians diagnosed a cracked heat exchanger, Jake McLoughlin--the manager at Sila--took the initiative and volunteered to have the heat exchanger replaced. [My 7 year old furnace was still in working condition and providing heat but the potential danger with a cracked heat exchanger is that it may begin to leak carbon monoxide into the heated air entering a home's living area. And once cracked, it can only get worse with the potential for a carbon monoxide leak growing more likely with time.] It took a few months to get the correct replacement part from the manufacturer but throughout the process Jake was EXCEPTIONAL in working diligently to find the right part, communicating status updates, answering questions, and problem-solving. The customer service I received from Sila was phenomenal. With the correct parts in hand, Jerrod and Bobby (Technicians) came and took apart my entire furnace, replaced the heat exchanger, and put the whole thing back together in about 6 hours total. They are totally professional and competent but also respectful, polite, friendly and just great guys. They answered any question I had, worked hard in a tight, cramped space and didn't leave until they tested out everything and cleaned up perfectly. I have a 14 month old in the house and although we have carbon monoxide alarms everywhere, it's still priceless to have peace of mind knowing that our furnace is working like new with no potential for dangerous leaks. And the furnace seems to be working better and more efficiently too (blowing warmer air, heating rooms more quickly) after they rebuilt it. After an initial mis-step, Jake and Sila Air have gone above and beyond to make things right. I can not speak highly enough of a company that willingly does so much to show that it is one of the "good guys." I have already referred several people who have heating system questions/problems to them and they will absolutely be my first call in the future for any HVAC need. They have proven themselves to be trustworthy, honest, competent, friendly and customer oriented---I don't think there is anything more you can ask for in a service provider.