All I knew was that my toilet wasn't flushing at all. So I called Zurn. They were there the same afternoon and the plumber who came out tried step by step to find the problem - keeping me informed at each step. It was determined that the waste pipe was full of roots and ultimately they needed to jackhammer under the concrete slab and replace the pipe. This could have been a horror story, but instead it was practically painless! The work was done in a professional manner with respect for my property. And best of all, it was done more quickly than their original time line. Along the way they stayed in contact and their subsequent follow up was great. I've already recommended Zurn to several others and would call them again in a minute.