The actual service tech, Mickey, is amazing. She answers your questions and is super helpful. The website has an option to request service. They either don't respond or, when they finally do, tell you to call. You can call and leave multiple voicemails with no return call. On the off chance you get a callback, the person calling didn't even listen to the voicemail, so you have to repeat everything, and he sounds annoyed. When I had their service at my last house, I absolutely loved them which is why I wanted to keep them at my new place. The customer service from the people in the office is seriously lacking.