For quotes process, I saw Mike Hassler himself on October 2. I also saw two other companies: ABC and Nahman. Nahman's estimator would only quote for a full system replacement, for more than $10k, and ABC, while helpful, felt like it was too far away (in the South Bay). Also Mike at Hassler convinced me of his and his company's expertise during the quote process. Mike made it seem like a small, agile operation, but upon working with the rest of the company, there is at least one bookkeeper, one appointments arranger, a construction manager, and at least two installers besides him. The reason I mention this is that while Mike made me feel well taken care of, he was difficult to reach after his first visit and quote. Another detail lost in the company process was that Mike said he could arrange the work "within a couple of weeks" (which I wanted) but when his quote went through his company process, it was 2 1/2 months. One of the things he and I discussed during his first visit was building out my air return housing and installing a proper return grate. But that didn't make it onto the quote in precisely those terms. Mike used more general language in the quote and didn't revise the quote when I asked him about it, just saying, verbally "Yes, that's covered." This put me in a bind later, which I will explain. Ultimately, the company handled it in a way I think was more than fair. But leaving me feeling like I was left in the lurch for a couple of hours wasn't the best. Anyhow, there was a delay, first, where the company's bookkeeper was waiting for my 10% downpayment, and I didn't know it. After I worked that detail out with them (around 10/25/2017), a month had already gone by and the appointments maker delayed the process again by first making an appointment with me for a "pre-construction site visit" (scheduled for 2 1/2 weeks after I made the payment - 11/16/2017) and then, with little apology, cancelling it a day before it was supposed to happen (11/15/2017) saying that it didn't need to happen. (In fact, it did, because of the bind I mentioned previously.) Their next appointment was available another month later, on 12/14/2017, when the work actually happened. During the actual construction, the company sent one worker, which was fine - I was expecting he would take 4 to 8 hours. We mutually understood and agreed on all but the air intake work. For the air intake, Mike Hassler said he would include in the quote language for doing light carpentry and building out the air intake frame so that a proper grate could be installed on it. It takes up the bottom 2 feet of my linen closet, and is well situated in a central location in my house. When he sent the original quote, I couldn't find the language in the quote, so I asked Mike about it on 10/14/2017, and Mike called and said it was included and I shouldn't worry. So, being a trusting sort, I didn't worry. During the walkthrough prior the worker doing the actual repairs, he called that out, saying that he wasn't lead to believe that was part of the work. He said he would call Mike and work it out and let me know where we stood on that. A couple of hours later, he said that another Hassler truck was bringing the grate, and a few hours after that, it was clear that the company was planning on supporting that part of the quote, and doing the work. So it turned out well, but I hate feeling like I'm paying for being trusting, even for a few hours. I was worried it was my fault for not handling the quote/contract right, and that sucks. I'd even started making plans with a handyman to do the work separately, not knowing how Hassler would eventually handle it. The quality of the work was top-notch. The worker was careful to talk with me about how I wanted the grid installed, and he did it well. He also talked with me about the details of the work he would do, then did the work as promised. He communicated well, both arranging for a good lunch time for him, keeping it short, and also working with me to test parts of the system as he worked on it, and having me come down to the basement a few times to review work in progress and explain what was going on. My only two issues were: - The carpentry on my air intake return was not included in the written quote, and not transmitted as institutional knowledge about my construction, which put me, for a few hours, in a tough spot. - My urgency with this job was not transmitted or considered a priority by the company beyond Mike, the quote guy/owner, and the worker himself, so the actual construction didn't happen until 2 1/2 months after I received the quote, even though I kept pushing for quicker service. Aside from that, the work was good and the process (although slow) was effective.