Goodness, make sure you contact them only on Monday through Friday, business hours only. If you have a weekend emergency like we did (our pipes burst, and we needed immediate attention), you'll get an answering service that takes 30 seconds to pick up (I was desperate, so I waited), puts you on hold (again, I was desperate - and anticipating freezing temperatures that evening - again), and is openly rude to you (I said that I wasn't looking for a quote - I was looking for emergency service - to which she said, 'whatever; just answer the question' ... I did!).
I suppose this is a rating of the services East Coast Contractors hire to service them. To be fair, I never got to reach ECC.
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