Craig, the service manager, did the initial visit and estimate, he obviously is very experienced and knowledgeable. The initial price was a bit high but after a bit of negotiation everything was OK. They referred and coordinated with a plumber to run a water line at reasonable cost. Installation was performed on date agreed upon. They arrived punctually. Troy did most of the installation and seems to have done a good job and didn't leave a mess. Craig was there several times that day to supervise. The installation took longer than expected. Instead of rushing things, they came back the next day to finish things off properly. Very happy with the result - much less noise, highly improved temperature distribution, higher humidity and (hopefully) cleaner indoor air. Had a problem with the humidifier, they came 2 hours after I called, took care of the problem and everthing looks fine.