Of course my furnace went out in the middle of record lows. I called Southcoast on a referral from a neighbor. There was a mis-communication of the scheduled appointment, but that could have been my mistake. When I called Southcoast, instead of telling me I'd just have to wait, they made the call anyway and had my furnace fixed in short order. I was so afraid I'd have to replace the unit, but all it took was replacing a module. The technician was pleasant, knowledgeable and quick. I really appreciate the excellent customer service.