I had a family reunion at my house in August when my a/c broke, Universal came out the same day! That was 4 years ago, and I've been using them ever since for my annual maintenance and small repairs! I've never had any major problems with my A/C and Heat and I credit them for that! Robert has been coming to my house for the past 2 years. He has always been very clean, polite and extremely knowledgeable. Robin, the lady in the office was very sweet and made me feel very important! They have my business and trust!