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I haven't dealt with them personally. However, my mother has. We lost my father over a year ago and he was a do-it-all handy man. His void has been felt in many areas but specifically in knowing the answer or being able to find the answer. My mom called multiple places for help with heating and struggled to get simple call backs. She reached out to Bauer. They have been fantastic! Just in talking with her it is like a large weight has been lifted off of her shoulders. Thanks John and everyone at Bauer.