On the plus side, the phone was answered promptly and I was able to speak with the business owner to make an appointment. They charge by the hour, rather than a set price, which I prefer. It's been my experience that you almost always pay more for a set price as the company makes sure to pad that price to cover themselves if it takes longer than expected. I knew this would be a simple repair and I had already purchased the part that needed to be replaced. On the minus side, the appointment was set for 8:00 a.m. and Ben called at 8:30 a.m. to say he was running "just a hair" late and needed my address. He actually got to my house at 8:50. Once he got here, it only took him 5 minutes to switch out the leaking seal. He was polite, took his shoes off as soon as he got inside, and knew his business, but I have deducted points for being almost an hour late for the first appointment of the day, as I feel it shows a lack of respect for the customer to show up when you feel like it rather than being punctual. So I am marking them as average. I will use them again however and upgrade my score if they do better.