Our A/C stopped working during the hottest time of the summer (constant high 90s). Ken, the owner, cae over late that same day (a Friday) to check our unit. As it needed to cool, he offered to come over the next morning (Saturday) to complete the check. He found it to be inoperable. He then took the time to explain the different kinds of A/C units and, that same day, presented us with an estimate, showing several options, including replacing our old furnace. He, again, took the time to patiently explain the different options. The following Monday, I called him to negotiate the price. He had already lowered the cost in order to make it possible for us to replace the furnace. He went down an additional $100. Busy as he was, he made sure that we had the work done as soon as possible (I am 81, my wife is 72).