The technician showed up on time and went straight to work. He pulled out the filters and determined that there was enough evidence to suggest that the interior bladder of the old RO unit was in poor condition (after all, it was 18 years old, well past its prime and life expectancy). He gave us his opinion regarding the unit's condition and recommended that we replace it; however, he would also replace just the filters if that is what we chose. My husband and I decided to have the RO unit replaced. The technician (Oscar, by name) had the new unit installed including a new RO faucet and up and running in something like 90 minutes from the time he arrived to the time he left. We did have one small hitch which was that our water pressure measured well above the maximum recommendation of 80 psi. This problem had been brought to our attention earlier by a previous plumber when they had installed new bypass valves. The first day our water pressured measured within an acceptable range. But when they had to come back the next day to take care of clearing solder from the water lines from the previous day’s job, they re-took the water pressure and came back with a substantially higher reading. We had been waiting to hear back from the plumbing company to determine if the problem was the plumber's gauge, if the problem existed with how the measurement had been taken, or if, indeed, the pressure regulator was kaput. Without the new pressure regulator, we ran the risk of damaging our newly installed RO unit plus voiding the warranty to boot. Oscar took a look at our pressure regulator and determined that he did not have the correct one available. He then took the time to go over our options. He explained his company will only install a new regulator for the customer if it is clearly a simple job to exchange the regulators. Anything complicated, and West Coast will recommend that a professional plumber be contacted. Oscar felt it was well within our skill set to replace the regulator ourselves--we just needed the correct configuration and size. Consequently, Oscar saved us a little over $600 as the previously mentioned plumbing company had quoted us an estimate of $729 for the pressure regulator replacement plus replacing a working shutoff valve. What I really appreciated about West Coast Water Filtration (and Oscar) was that at no time did we feel that we were being up sold. We knew our unit was old and had hope it was going to be a case of having the RO unit professionally serviced, and we would be good to go. The RO unit's replacement had been discussed earlier with West Coast when the service call had first been placed. The service fee would have been waived at the outset if we had scheduled an RO replacement installation. When we determined that we would go ahead with the replacement of the unit, I requested and received the waiving of the service fee which was much appreciated. But the decisions were left up to us without any dire warnings of "you get what you pay for", etc., plus I felt that we were treated as if we were reasonably intelligent people (which I think we are). Thank you, West Coast Filtration. And a big thank you to Oscar.