They responded to the request very quickly. They took the time to determine the problem and to write up a report. All of our questions and concerns were answered. In addition, we were supplied a report to use when hiring someone to fix the problem. The only area for improvement would be a list of companies that they could connect us with to to help complete the job. We eventually found a company, but it took some more searching. All in all, we were very happy with their service.