I don't usually write reviews but had to because this experience was unusual. The pipe burst, our basement flooded and were unable to turn it off , the city had to do it. We spent the first day without water (way more difficult than I expected) the second day Mike Marquart came to fix the pipe, he was sympathetic about the fact that we had no water. He also understood our frustration about the fact that we were going to have to spend more money while we had spent quite a bit two months prior . After my husband complained to him, he explained that he wasn't sure what was going on but he knows that we need water and he was going to fix the pipe so we can have water again. Not only did he not charge us , he also gave us a year membership with the company, so we can get a discount each time we call. He didn't have to do any of that but he did and I am grateful. Mike to me is the best thing Benjamin Franklin has, not only does he know his job , he has what most other people don't: EMPATHY.