“This comment has nothing to do with the job your technician did today. This is a comment on what appears to be the Western business practice. We had our spring service done in April. Today we got a reminder on our thermostat that a humidifier pad needed to be changed. I had never seen that reminder in 3 years we have owned the house. I called and you sent someone out to change it , which was great. Turns out the reminder was for the steam cylinder. Apparently the cylinder, for which I have a replacement sitting by the AC unit, wasn't changed in April. When I asked your office about this situation I was told my plan doesn't cover the humidifier. First I had heard that in 3 years. I paid $161 to have someone come out and do what seemed to be part of my maintenance in the past. Your office told me I should have made a special request to have that cylinder changed in April and paid a service fee for that. First I heard of that in 3 years. You were extremely timely in having someone come out today and they did a great job. My concern is why do I find this out after having a service contract with you for 3 years. I feel your overall coordination of maintenance service has declined over the last year or so and this is just another example of that.”