We have been clients of Jim's since 2001, and have always been happy with their service. With the exception of a few repairs, we have mainly contracted with Jim's to clean the coils, etc. of our Sub Zero fridge, originally, and now our KitchenAid fridge, twice a year. The two-year prepaid contracts we have signed with Jim's have specified when each cleaning would take place, and we have received a call like clockwork to schedule each appointment. Until now. I recently realized that we hadn't had a cleaning this year, though there should have been one in January based upon the established schedule. When I called the office, I was told that they had called me "numerous times" (I received NO messages), and because I had not called back, I had "forfeited the cleaning." Wow -- really? Is that any way to treat a client? No apology and a fair amount of push-back. Very disappointing. The woman in the office agreed to "reinstate" my account, scheduled the forgotten cleaning, and promised to send a new contract with the service technician when he comes. While I will most likely re-up with Jim's for another series of cleanings, I need to give it some thought after such shabby treatment. Let me be clear: we have always been happy with the technician's work, but the company's management needs to up their game.